Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i was sent an email through ************ a website ive used for about a year they sent me an email saying i could get 20 dollars for a receipt they asked me for my card info with the title your 1 step away from 20 bucks. i checked my account and was charged 1.97 i never appoved this charge. that charge was under false pretense and i want my money back!

  

  Business Response

  Date: 07/30/2024

  Hi Kayetlin,

  Thanks for taking the time to share your experience with us. It seems there might have been a misunderstanding regarding your sign-up for the Super+ trial membership, as our process requires explicit consent from our users. You have full control, and canceling your membership is straightforward.

  Please know that the Super+ trial membership is a promotional offer that allows users to experience the benefits of the Super+ Membership for a limited duration, which could be free or minimally priced. During the trial period, customers will have access to all the benefits of Super+

  If you cancel your Super+ membership before the free trial or promotional membership period has expired, Super will not charge you for the subsequent Super+ membership term. If you have a free trial or promotional membership and you cancel it, and your access to your membership benefits will end upon cancellation.

  The membership does come with various benefits, including Cash Advance, Credit building, and up to 10% Cashback on travel. However, if you've decided not to continue with the membership, we are more than willing to process a refund, as our primary goal is to ensure our customers' satisfaction.

  For assistance, please call our Support team at ** ***** ******** or use the chat feature in your Super.com App for a convenient online cancellation. Note that online cancellations may not be available in all states due to regulatory restrictions.

  Alternatively, you can initiate a chat directly from the Super.com App or website during business hours (8 AM - 7 PM) for immediate support.

  For more info, please check this article: ****************************

  We hope this information has been clear and helpful.

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying for a monthly membership. But is unable to book a room. Been try for the last 4 months talking with customers service ND support team. Issues is still Isn't fixed. Ask for supervisor waited on hold 39 mins no one came back to the phone. Support team hasn't responded to me since July 12

  

  Business Response

  Date: 07/30/2024

  Hi *****,

  Thank you for sharing your recent experience with our Support team. Your feedback is invaluable to us, as it guides our continual improvement and growth.

  After conducting a thorough investigation into your concern, we would like to inform you that no issues have been identified with your account. We recommend attempting to book again as there may be a device-related issue at play.

  To start troubleshooting, we advise clearing the history, cache, cookies, etc. for your browser. Please also make sure to use the latest version of the app.

  If the problem continues to persist, kindly reply to the email sent by our Corporate Team so that we can further assist you.

  We trust that this information addresses your doubts and concerns.

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22046561
  
  I am rejecting this response because:
  This is the message I ge5 when I try to book. And the customer service manager.  Told me that this only happening to my account.  I attach a screenshot if the error message, u received 
  Sincerely,
  
  *********************;

  

  Business Response

  Date: 08/02/2024

  Hi *****,

  Thanks for bringing this to our attention. Your feedback is invaluable to us. Rest assured, we're fully committed to making sure your experience is smooth and efficient.

  We greatly appreciate your patience while our Corporate Team works diligently to get back to you as soon as possible as they investigate the issue with your account.

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22046561
  Want me to quickly 3 more days fir half my money 
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company is scamming customers for not giving refund back even though the cancellation was within reasonable time periods. They ask customer to call the hotel to process refund and even the hotel agreed to, super.com was never refund the money back to customers, including me as the result. As for me. This company has been scamming so many people.

  

  Business Response

  Date: 07/28/2024

  Hi ***,

  Thanks for taking the time to share your experience with us. Rest assured that we are a reputable and genuine company. Our credibility is affirmed by our features in esteemed publications such as the **************** Forbes, New *********** SmarterTravel, Conde Nast Traveler and dozens of other press outlets.

  Regarding your booking, it's essential to differentiate between the type of reservation selected. You have chosen a flexible rate, which entitles you to a full refund if you cancel within the grace ******* However, you have the option to extend this policy to make it more flexible, which allows for refunds under specific conditions. Please note that the additional fee paid for this policy extension is non-refundable.

  It is important to note that you may apply for a refund via the online Refund Application Form any time up to the booking (departure) time and even up to 60 days after.

  For a comprehensive understanding of our reservation policies, we recommend reviewing the Terms & Conditions on our website. You can find more information about the Enhanced Refund policy by visiting the following links:
  *****************************************
  **************************************

  We would like to inform you that your reservation was only eligible for a full refund until December 27, 2023, at 11:59PM local time of the hotel. As the cancellation period has now passed, your booking is considered non-refundable, typically restricting modifications or cancellations.

  If the hotel has agreed to make an exception, please make sure to collect all pertinent details from your communication with them, including the name and position of the staff member who assisted you.

  Once you have received approval, please initiate a cancellation, by visiting: ********************************************** and following the prompts.

  We hope this clarifies the reservation policies for you.

• Initial Complaint

  Date:07/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have not been able to update my phone number for over six months. I answer all the typical verification questions. Name phone number dob last four of ssn. Then they proceed to ask the last successful transaction. The exact date the account was opened. I can give a three month window. I have no idea the last transactions because I’m unable to log into the account. I just want to update my phone number. They make it IMPOSSIBLE not to mention when I update the phone number they will request me to upload my id before they will update it anyways. But I can’t answer these ridiculous questions that are ridiculous to try to remember. And I offered to send my id in to verify myself. And they refuse. I just want my phone number updated. It’s not that serious. And the last charge I’m aware of that went through made the account go negative. Which was 106 dollars. The money wasn’t there it never should have approved. It needs corrected.

  

  Business Response

  Date: 07/28/2024

  Hi Linda,

  Thanks for taking the time to share your experience with our Support team. Your feedback is invaluable to us, as it guides our continual improvement and growth.

  After reviewing our records, it appears that you encountered difficulties with our verification process when previously contacting our Support Team.

  Please be advised that, for the security of your Super account, updates to personal information are only conducted over the phone. To proceed with updating your information, you will be required to verify additional details related to your Super Pay profile for security reasons.

  Once you have the correct details of your account, you can contact our dedicated team at ** ***** ********* They are available Monday to Friday, from 8 AM to 7 PM, EST.

  We hope this clarification addresses any doubts or concerns you may have had.

  Customer Answer

  Date: 08/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  i Offered to send my id for verification  you are asking the most absurd questions  I don’t understand recall my last transaction-you can see my last activity was from months ago-who could possibly remember that? And when was my account open-you want an exact month but I can’t give it  the best I can do with any amount of surety is a six month window.  gave my name social date of birth offered to send my Id. Also I have a ton of email addresses unless I write a list and send it over I’m unsure which of them I used. I’m just trying to update a phone number  you guys are going to require me to send in a photo of myself and my is before it’s updated.  so what exactly is the problem? You ask more security questions than the government does it’s a simple phone number update to gain access to my account  with government issued Id verification   This should not be a problem  why not set it up to send the new phone number a verification link that requires government issued id  I know this has to be a frequent issue for you guys  or do you want people to lose access to their accounts because business isn’t doing well  it doesn’t make any sense why it’s so complicated  it should be simple  quick and easy especially it should be painless. It is nothing that it should be  it needs to be fixed 

  
  
  
  Sincerely,
  
  
  
  Linda S******

  

  Business Response

  Date: 08/02/2024

  Hi Linda,

  Upon further investigation, it appears that there were challenges encountered during your previous interaction with our Support Team regarding the verification process. The information you have provided does not match any account we have on file thus, the authentication process failed.

  Please be advised that as part of the security protocols, our Support Team can only proceed with your request once authentication is successfully completed by providing accurate responses to our security questions that match the information on your account.

  Additionally, we would like to emphasize that updates to personal information for your Super account can only be completed over the phone for security reasons. To proceed with updating your information, you will need to verify additional details related to your Super Pay profile.

  For assistance, our dedicated team can be reached at +* ***** ******** during our operating hours of Monday to Friday, from 8 AM to 7 PM, EST.

  We trust this clarifies matters for you.

• Initial Complaint

  Date:07/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/23/24, after making a purchase on Poshmark, an advertisement popped up via Roku which said "Receive a $20 discount on your purchase when you upload a receipt with Super. Register now and seize this exclusive offer." I read all the fine print. It said sign up for a seven-day trial for $1.97, and then it will renew to $15 monthly unless cancelled before then. I paid $1.97 to sign up, expecting to upload my receipt, get my $20, and cancel my membership before the trial ended. Instead, after paying $1.97, THEN I am told my $20 rebate is pending and will be available in 7 days! So just in time for the $15 monthly fee to charge! THEN I find out the the only way I can cash the money out (once available) is by signing up for the Super Pay secured credit card (or it can be used to book travel)! This is FALSE ADVERTISING AND DECEPTIVE BUSINESS PRACTICES. IF it was plainly written in the fine print when the advertisement first popped up, that the $20 rebate is given after waiting 1 week, AND after paying a total of $16.97 for Super+ membership fees, AND after signing up for a credit card, I would have not signed up.I want my $1.97 to be refunded/not charged. I also want the $20 rebate offer that was advertised to be mailed to me via a check or some reasonable method.I have cancelled my membership and provided screenshots.I have had similar offers in the past in which I signed up for some membership, later cancelled my account, and still received the advertised rebate in the mail. This Super+ is the most complex and deceptive offer of these types I have ever experienced.

  

  Business Response

  Date: 07/27/2024

  Hi *****,

  Thanks for taking the time to share your feedback with us. Please know that your welcome bonus should appear as a credit on your Super.com account within 30 days of your membership purchase and it was announced during the sign-up process.

  The Super+ trial membership is a promotional offer that allows users to experience the benefits of the Super+ Membership for a limited duration, which could be free or minimally priced. During the trial period, customers will have access to all the benefits of Super+

  If you cancel your Super+ membership before the free trial or promotional membership period has expired, Super will not charge you for the subsequent Super+ membership term. If you have a free trial or promotional membership and you cancel it, and your access to your membership benefits will end upon cancellation.

  The membership does come with various benefits, including Cash Advance, Credit building, and up to 10% Cashback on travel. We're here to support your needs, whether you choose to continue enjoying these benefits or decide to cancel your membership.

  We've checked our record and see that your membership has been successfully cancelled last July 23, 2024.

  If further assistance is needed, please call our Support team at *****************. Note that online cancellations may not be available in all states due to regulatory restrictions. Alternatively, you can use the chat feature directly from the Super.com App or website during business hours (8 AM - 7 PM) for immediate support.

  For more info, please check this article: *****************************************

  We hope this clarification addresses any doubts or concerns you may have had.

  Customer Answer

  Date: 07/27/2024

   
  Complaint: 22032692
  
  I am rejecting this response because: 

  You just gave me general information and did not address my complaints. I want a refund of what I've been charged and I want the promotional $20 bonus as offered, without further payment or a credit card, as advertised. 

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/30/2024

  Hi *****,

  If you've decided not to continue with the membership, we are more than willing to process a refund, as our primary goal is to ensure our customers' satisfaction.

  As stated before, we must comply with each state's regulatory restrictions for cancellation. Please ensure to call our Support team at ***************** for assistance.

  Regarding your concern about the $20 offer, we would like to inform you that the Membership Onboarding Credits have already been applied to your account and are ready for your use.

  We hope this clarification addresses any doubts or concerns you may have had.

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22032692
  
  I am rejecting this response because:

  I am not going to call and waste more time about the $3 you stole from me.

  The $20 are "in my account" but I can't access it unless I sign up for a credit card, correct? If it's really mine, please send it as a check. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/02/2024

  Hi *****,

  We have reviewed our records and confirmed that your membership was successfully cancelled on July 23, 2024.

  As previously communicated, we must comply with each state's regulatory restrictions for cancellation. For assistance with regards to your concern about your Super+ Trial Membership refund, please ensure to call our Support team at ***************** during business hours (8 AM - 7 PM).

  Regarding the $20 offer on your account, please be aware that we are unable to issue it as a check. During the sign-up process, it was clearly stated that your welcome bonus would be credited to your Super.com account within 30 days of your membership purchase.

  The Membership Onboarding Credits have already been applied to your account and are ready for your use. If you do not have a Super Pay card, you can redeem the credits earned by using them towards your Super Travel bookings.

  We hope this clarification addresses any doubts or concerns you may have had.

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22032692
  
  I am rejecting this response because:

  You should consider changing the sign up process to more clearly state that there is no $20 unless signing up for a credit card. As it is, it's misleading and deceptive.

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a hotel for a business trip. On the invoice that was sent to me, there was a breakout of the by-day room charge, but the "taxes and fees" was a summary number. My company requires a breakout of the taxes and fees for reimbursement, and when I contacted customer service, I was told that they could not provide me with a breakout of the taxes and fees. The location of the travel (******) has a number of local taxes and fees associated with hotel stays (i.e. Oahu Transient Accommodation Tax, Room Transient Accommodations Tax, General Excise tax, etc) that are obviously accounted for by Super.com's accounting system. It would not be a stretch to expect that a breakout could be easily provided. Because they are unable/unwilling to provide such a breakdown, I will be unable to be get a reimbursement from my company for this cost.

  

  Business Response

  Date: 07/27/2024

  Hi *****,

  Thanks for bringing this to our attention. The taxes and fees charged for your booking are comprised of applicable local taxes & service fees. While charging fees is necessary for running a business, we do try to keep them as low as possible to provide our customers with the best rates.

  Please note that Super Travel can issue a receipt with the breakdown of charges. To access your receipt, please follow these steps:
  - Go to your confirmation email
  - Click View Online Reservation.
  - At the bottom, click to get a copy of the receipt.

  Nonetheless, for legal reasons, only the accommodation can issue an invoice at check-out either on paper, by email, or both if required by local legislation.

  While the type of invoice also varies depending on local legislation since reservations are legal agreements between properties and their guests, the property must issue them when required. Also, depending on the applicable regulations, these invoices can likely be tax invoices or customer receipts.

  We hope this clarification addresses any doubts or concerns you may have had.

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 12th, I went online to find and rent a hotel in ********** ************. I found one for $98.00 per night for 5 nights. The room said 2 queen **** and a continental breakfast. The pictures looked okay so I reserved it. There was no refund within 24 hours of check in, which I didn't plan on needing one. When I got to the hotel, the parking lot was all cracked and in pouur condition.. The non-smoking hotel smelled of cigarettes due to the door at the bottom of the stairs was open and everyone sitting outside it smoking. I went to my room to see two full size ****, no refrigerator, microwave, or coffee maker. There was something white on my headboard, the screen was cut up so you can't have your windows open, the lamp shades where stained yellow, the lock on the door was broken, the curtains had something dried onto them, and the continental breakfast was bananas with the stems cut off. We turned off the air conditioner because it was super cold in the room and left to have dinner. When we came back to the room, the warmth made the room stink. We had to turn the air conditioner to hide Ithe smell. We had to use the ice machine in a different building which you had to walk through all the smokers to get to. We stayed one night and woke up to loud music playing at 4 AM from the room next door. I went under a different hotel app and rented a different hotel for the remainder of our trip. I asked the front desk if I could get the four remaining days refunded and was told to contact the site I rented from. We called Super.com and was ttold that it is nonrefundable. Explained the reason why and the safety concerns we had due to being in a bad part of town with a broken lock and a Autistic child who can get out. Super pretty much said that they didn't care and it is nonrefundable. When we went to the other hotel across town, they said they get a lot of people moving to their place. I just would like four days refunded since we did stay one night. Thank you

  

  Business Response

  Date: 07/23/2024

  Hi *******,

  Thanks for taking the time to share your experience at check in. We're sorry to hear that the accommodation did not meet your expectations in terms of the room condition and property upkeep.

  Please understand that, as a third-party booking service, hotel standards, amenities, staff and other guests' behavior are beyond our control. However, we recognize their importance.

  For swift resolution, direct communication with hotel management is recommended. They are best equipped to assist you with any issues and improve your overall stay.

  If the accommodation refers you to us, exceptions to policy may apply, so please obtain written confirmation of the agreement for our Support team.

  We trust this clarifies matters for you.

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 22028130
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 07/26/2024

   We had reached out to management on July 16th.  We explained to them that we needed an email from them saying that they are agreeing to take a only one night of payment. The gentleman that we talked to kept telling us to reach out to the third party. This was all said over the phone so I have no written responce.

  

  Business Response

  Date: 07/29/2024

  Hi *******,

  Thanks for taking the time to share your experience at check in. We're sorry to hear that the accommodation did not meet your expectations in terms of the room condition and property upkeep.

  Please understand that, as a third-party booking service, hotel standards, amenities, staff and other guests' behavior are beyond our control. However, we recognize their importance.

  For swift resolution, direct communication with hotel management is recommended. They are best equipped to assist you with any issues and improve your overall stay.

  It looks like your booking was made under a non-refundable policy, which generally limits modifications or cancellations.

  In light of these circumstances, we are willing to consider an exception in this case. Our Support team has been notified and will initiate contact with the accommodation and travel partner to request for a complimentary cancellation on your behalf. They will update you promptly on any progress.

  We hope this clarification addresses any doubts or concerns you may have had.

  Customer Answer

  Date: 07/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/15/2024

  Hello, I had said that this complaint was resolved but Super.com did not refund me like they said. The hotel tells me to talk to Super.com for my refund since I went through them to book my room. Super.com told me that they where working on getting my refund but when I checked back with them earlier this month,  they said the hotel said they will not refund my remaining days due to poor hotel upkeep. I know the reservation said non-refundable, but there description of the hotel was misleading. If I received the hotel room that was explained or pictured,  I wouldn't have a problem. But that was far from reality.  The room was non-smoking, but their employees stand outside an open door and make the hallways stink.  Can you please help me get a refund. 

  

  Business Response

  Date: 08/18/2024

  Hi *******,

  We want to assure you that your experience is important to us, and we take your feedback seriously.

  Please understand that as a third-party booking service, we do not have control over hotel standards, amenities, staff, or other guests' behavior. We do recognize the importance of these factors. For the quickest resolution, we recommend reaching out directly to our hotel management. They are here to assist you with any concerns and make sure you have the best possible stay.

  Upon further investigation, we wanted to let you know that our Support Team has made every effort to request a complimentary cancellation on your behalf, even though it was made under a non-refundable polic. Regrettably, our request for a free-of-charge cancellation was denied due to their strict policy with non-refundable bookings. It's crucial to note that our ability to override the decision is limited.

  If the hotel has agreed to make an exception, we kindly ask you to gather all relevant details from your communication with them. This includes the name and position of the staff member who assisted you. Once you have received approval, simply visit: ********************************************** and follow the prompts.

  We trust this explanation provides clarity on the matter.

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22028130
  
  I am rejecting this response because: No one was wearing name tags so I don't know who I talked to. There was a hispanic gentleman that we started talking to,  then he had a gentleman with a ponytail come over. The gentleman with the ponytail said that he can't issue a refund because we booked through super.com. He told us to go through the booking site for my refund.  Then I noticed a recurring fee from Super being taken out of my account every month.  I talked to my bank and they said it was the same business as the hotel that was doing this. I want a refund of my 4 unused days.  It is not my fault that you choose to promote false photos and descriptions of the property.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While reviewing rates and comparing with another travel site, Super advertised to me on their website that if I completed my booking I would get a $20 welcome bonus on top of my 10% cash back. Because of this, I chose to book through Super rather than the other travel site. I booked my stay for Sun. Jul 14-Fri. Jul 19 USD ****** However when I checked my earnings, I ONLY saw the 10% cash back in pending, the welcome bonus was nowhere to be found. I chatted with customer service and they assured me that the $20 would show up on my end when I checked out at the end of my stay. When I checked out, I waited and no $20 showed up even as pending. I generously gave it a couple more days then went onto help chat again, and was told to wait a few MORE days and it would show up. That's not at all what the first rep told me. They are giving me the run around. They tell me it's pending. I can see on my end what is pending, and it's not showing as pending at all. They told me they can't apply it manually it's computer generated so we have to wait on the computer. The first rep told me it would be on there when I checked out, if their computer is having issues with sending them out, they need to have a backup way to send the $20 and not just lie to customers and tell them to keep waiting a few more days at a time. I feel scammed. I paid $15 for their membership on top of my stay, and they are scamming me out of $20

  

  Business Response

  Date: 07/23/2024

  Hi ******,

  Thanks for taking the time to share your feedback about our welcome bonus offer. Rest assured that we are a reputable and genuine company affirmed by our features in esteemed publications and dozens of other press outlets.

  We want to bring to your attention that your welcome bonus should appear as a credit on your Super.com account within 30 days of your Super+ membership purchase.

  We kindly request your patience for it to reflect on your account.

• Initial Complaint

  Date:07/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today the 20th of July 2024.I received a statement on my debit card charged for super super. *************. Cause. A charge that I did not charge no one in my household had charged we've never been to ************* and have no idea what this charge is about It's a 15 charge

  

  Business Response

  Date: 07/21/2024

  Hi *****,

  Thanks for bringing this to our attention. It seems there might have been a misunderstanding regarding your sign-up for the Super+ membership, as our process requires explicit consent from our users. You have full control, and canceling your membership is straightforward.

  The membership does come with various benefits, including Cash Advance, Credit building, and up to 10% Cashback on travel. However, if you've decided not to continue with the membership, we are more than willing to process a refund, as our primary goal is to ensure our customers' satisfaction.

  Please call our Support team at ***************** or use the chat feature in your Super.com App for a convenient online cancellation. Note that online cancellations may not be available in all states due to regulatory restrictions.

  Alternatively, you can initiate a chat directly from the Super.com App or website during business hours (8 AM - 7 PM) for immediate support.

  For more info, please check this article: *****************************************

  We're here to assist you in the best way possible.

• Initial Complaint

  Date:07/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being charged 15 dollars a month by super.com it may not seem like a lot of money to but to us lest fortunate it's a great deal I click on super.com while using Uber ride which I use quite often how ever I never gave super.com or anyone else my credit card number or permission to use my card so therfore I am assuming they got it from my Uber account shame on Uber for letting these scammers use there platform I say they are scammers when there is no way to get in contact with them about taking your money and bbb gave the A+ rating I would hate to see what c company looks like anyway please unsubsidized me take me off there list what ever you gotta do did sign up for this thank you. Ps this fruad

  

  Business Response

  Date: 07/21/2024

  Hi ****,

  Thanks for bringing this to our attention. To ensure there are no misunderstandings or inaccuracies, we recommend reviewing the services in which you have enrolled. As a reputable company featured in well-known publications like the **************** Forbes, and the New *********** our credibility and genuine business practices are well established.

  Please be aware that unless you have enrolled in our membership program, no credit card information is ever stored on our servers, and our website adheres to the Payment ****************** Security Standards (PCI Compliant), the most stringent level of certification in the payments industry.

  It appears there may have been a misunderstanding regarding your sign-up for the Super+ membership, as our process requires explicit consent from our users. You have full control, and canceling your membership is straightforward.

  The membership does come with various benefits, including Cash Advance, Credit building, and up to 10% Cashback on travel. However, if you've decided not to continue with the membership, we are more than willing to process a refund, as our primary goal is to ensure our customers' satisfaction.

  Please call our Support team at ***************** or use the chat feature in your Super.com App for a convenient online cancellation. Note that online cancellations may not be available in all states due to regulatory restrictions.

  Alternatively, you can initiate a chat directly from the Super.com App or website during business hours (8 AM - 7 PM) for immediate support.

  For more info, please check this article: *****************************************

  We hope this clarification addresses any doubts or concerns you may have had.