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:01/29/2026

  Type:Sales and Advertising 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'm filing this complaint due to an unethical billing practice where Paychex/Corestream deducted $73.16 in insurance premiums for a service that was intentionally or negligently rendered inaccessible.I enrolled in benefits on November 19, 2025. I was laid off on January 13, 2026. Despite billing $73.16 from my final paychecks, the company failed to provide me with a member ID, policy credentials, or any information on how to utilize the coverage during the active period. I was effectively paying for a "locked" service.I did not receive my first welcome email or access instructions until January 27, 2026two weeks after my employment ended and my access to the benefits had expired. When I requested a refund, Customer Support (REMOVED) admitted in writing: "I apologize if the information about how to use the benefits was not shared appropriately."Despite admitting they failed to provide the service info, a supervisor denied my refund. It is deceptive to charge a consumer for a time-sensitive benefit while withholding the "keys" to use it.

  Business Response

  Date: 01/29/2026

  Thank you for the opportunity to respond to the complaint submitted by Mr. REMOVED.
  REMOVEDhidden="true">We understand Mr. REMOVEDconcerns and appreciate the opportunity to clarify how his coverage worked and why a refund is not available in this situation. We recognize that this experience was frustrating, particularly during a period of employment transition, and we regret that it led to dissatisfaction.
  REMOVEDhidden="true">Mr. REMOVEDvoluntarily enrolled in voluntary benefit coverages through his employers benefit program. These enrollments were completed successfully, and coverage became effective on January 1, 2026. From that date forward, his policies were active and available for use.
  REMOVEDhidden="true">Coverage access was available as of the effective date. For REMOVEDand Vision benefits, members may access their coverage by registering directly with REMOVED, using their Social Security number as the member identifier, which is standard for these plans. Accident and Critical Illness benefits are accessed through REMOVEDmember portal. While Mr. REMOVEDhas indicated that he did not receive or review utilization information until later, coverage itself was active and accessible during the period for which premiums were deducted.
  REMOVEDhidden="true">Premiums collected during January 2026 corresponded to active, in-force coverage and were transmitted to the insurance carrier. Insurance premiums are considered earned once coverage is in effect, and refunds are not available for active coverage periods, regardless of whether the member ultimately uses the benefits. For this reason, retroactive cancellation or refund of premiums is not permitted.
  REMOVEDhidden="true">Mr. REMOVEDcancellation request was processed according to plan guidelines, and coverage was terminated prospectively. There is no dispute that the enrollment was valid, the coverage was active, and deductions aligned with the coverage period.
  REMOVEDhidden="true">We regret that this outcome was disappointing for Mr. REMOVEDand understand why he hoped for a different resolution. However, Corestream administered this enrollment and cancellation in accordance with plan rules and standard insurance practices, and we are unable to issue a refund under these circumstances.
  REMOVEDhidden="true">We appreciate the opportunity to respond and consider this matter addressed.
  

  Customer Answer

  Date: 01/30/2026

   
  Complaint: 24460335
  
  I'm rejecting this response because of the following:

  Failure of Notification: Corestream admits the coverage began on January 1, 2026, yet they failed to send any 'Welcome' or 'Utilization' information until January 27, 2026, almost a month after coverage began, and two weeks after my employment ended, at which point Im no longer eligible to maintain coverage. I can't 'voluntarily' use a benefit if Im not informed of access information with. Their response now is the first time I've been provided with instructions, or details necessary to register or actually make use of the coverage.
  
  Inaccessible Service: Corestreams defense that I could have used my Social Security Number to guess my way into a MetLife portal is unacceptable. A consumer should not have to do guesswork to access a service they are being charged for. Proper business practice requires the administrator to provide the member ID and access instructions at or before the start of the coverage period, not 26 days later.
  
  Admission of Fault: In an email dated January 29, 2026, Corestreams own representative, REMOVED, stated: "I apologize if the information about how to use the benefits was not shared appropriately." Corestream is now attempting to backtrack on this admission of failure to avoid a $73.16 refund.
  
  Unearned Premiums: Charging a premium for a time-sensitive service while purposefully or negligently withholding the credentials to use that service constitutes 'bad faith.' REMOVEDthe company failed to deliver the necessary access information during my tenure of employment, these premiums were not 'earned.'

  
  REMOVEDrely,
  
  REMOVED

  Business Response

  Date: 01/30/2026

  Dear REMOVEDhidden="true">Thank you for your follow-up regarding Complaint REMOVED. We appreciate the opportunity to address the concerns youve outlined and would like to provide additional clarification.
  REMOVEDhidden="true">Regarding Notification Timing
  REMOVEDhidden="true">Your MetLife coverage was effective January 1, 2026, as confirmed in the enrollment confirmation which was sent to you on the day you enrolled. The communication you mention which was sent later in January was a supplemental communication sent to all enrollees.
  REMOVEDhidden="true">Regarding Access to Services
  REMOVEDhidden="true">MetLifes systems allow members to register using personally identifiable information, including Social Security Number.  Links and instructions on how to access REMOVEDwere provided in the enrollment portal, and are available 24/7 for members to access. This process is a standard carrier-supported access method and does not prevent utilization of coverage once active.
  REMOVEDhidden="true">Regarding Premiums
  REMOVEDhidden="true">Premiums were assessed for coverage that was active and available during the period in question. Since the policy was in force and the carrier confirms eligibility during that timeframe, the premiums are considered earned under the terms of the plan. As such, a refund is not warranted.
  REMOVEDhidden="true">We understand that this outcome may not be what you were hoping for, and we do regret any frustration this situation caused. However, based on our review and confirmation from the carrier, we must respectfully maintain our original determination.

  Customer Answer

  Date: 01/30/2026

   
  Complaint: 24460335
  
  I am rejecting this response because:

  Corestreams argument that I should have 'guessed' my way into a third-party portal (MetLife) using my Social Security Number is a failure of basic administrative duty. Those instructions were never provided to me. An insurance administrators primary role is to provide the Member ID, Group Number, and specific registration instructions upon the effective date of coverage. Corestream admits these were not sent until January 27, 2026nearly 30 days after the coverage supposedly began and after I was already laid off.

  A policy that is 'active' on a server but 'inaccessible' to the consumer because the administrator withheld the credentials is not a provided service. Corestream is essentially arguing that if a landlord leases an apartment but doesn't give the tenant the keys for the first month, the tenant still owes rent because the apartment was technically 'available.' REMOVEDthis is a 'bad faith' practice.
  
  Corestream continues to ignore the written admission from their own representative, REMOVED, who stated on January 29: 'I apologize if the information about how to use the benefits was not shared appropriately.' This contradicts their current claim that everything was available and clear.
  
  Corestream claims instructions were 'available 24/7' in a portal. I explicitly dispute this. If Corestream wishes to maintain this defense, Im requesting they provide the following evidence to the BBB:

  Evidence of Delivery: A timestamped log showing exactly when the Group Number, Member ID, and 'Utilization Instructions' were successfully emailed to my address on record, or sent to me via letter to my residence.
  Account Provisioning Logs: Proof of the specific date my account was first provisioned with the credentials required to log in.
  Explanation of Rep. REMOVEDA clarification of why their support staff admitted in writing that information was not 'shared appropriately' if the information was indeed readily available.
  
  The 'confirmation' sent in November merely acknowledged an enrollment request. It did not contain the active policy numbers or specific portal instructions required to utilize REMOVEDservices, as claimed, my submission shows that. Corestream did not fulfill its obligation to provide these 'Utilization' details until I was no longer an employee, as such no longer eligible to receive the employee-only benefits, and therefore ineligible for the continued use of the service.
  
  Again, Corestream collected $73.16 for a service they negligently withheld the access credentials for.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:09/22/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  To: Empower Benefits, REMOVEDdba Corestream I am requesting to exercise my right of erasure and data deletion from Empower Benefits, REMOVEDdba Corestream, and all associated entities and subsidiaries. I am requesting the deletion of the data associated with the email address REMOVEDIn addition, I am requesting to be removed from email subscriptions and e-marketing communications.

  Business Response

  Date: 09/23/2025

  Corestream has complied with this member's request and removed her information from our systems.  She will no longer receive email subscriptions and/or e-marketing communications from us.

  Thank you,

  REMOVED

  Customer Answer

  Date: 09/24/2025

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

• Initial Complaint

  Date:07/16/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 hotel canceled my reservation because the booking dates were incorrectly done and they rebooked my reservation with a different card. I informed Tickets at Work about this and they have yet to issue my refund, every 72 hours they send an automatic email stating that they are working on the issue but I dont believe they are. They guy on the phone even lied to me saying he opened a ticket when I called back a lady told me that no ticket was open so I opened a ticket on my own on their website. Having the guy lie about that make me think they are scammers and stole my money, refusing a refund of a canceled room.

  Business Response

  Date: 07/24/2025

  This customer had initially booked a non-refundable reservation using the incorrect dates. Corestream escalated this issue with the vendor in question - REMOVED.  The REMOVEDteam then connected with the hotel manager of thar property and got the necessary approval to refund the order.  This was finalized between REMOVEDand the hotel property on 7/21/25, and the customer was informed on that same day that a full refund is on its way, in the form of a credit to the card that was charged.  The customer should see the reversal of the charge within 3-5 business days after 7/21/25.

  Corestream considers this issue now closed with the customer receiving the full refund they requested.

  Thank you,

  REMOVED

  EVP Customer Success

   

  Customer Answer

  Date: 07/24/2025

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

• Initial Complaint

  Date:04/22/2025

  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.

  Under my payroll I elected 2 benefits through REMOVEDI was never given the policies. I was told by Corestream that I could just copy and paste off the benefit site. That is not a policy with a policy REMOVEDthat I am no longer receiving payroll through them I contacted Corestream to find out what was needed to go on direct bill.I was told to contact REMOVEDfor my critical illness plan and Chubb for my life insurance plan.I contacted both and neither could find REMOVEDthen received an email from Corestream stating my Critical illness benefit is being canceled. Corestream then stated I would get a letter in the mail to REMOVEDone is helping me and I feel I have been scammed.Attached is just one of the emails showing I contacted Corestream on 4/6 to start this process.

  Business Response

  Date: 04/28/2025

  Corestream provides voluntary employee benefits administrative services to REMOVED, including collecting insurance-related premiums via payroll deduction for REMOVEDclient employees.  Through our platform, Ms. REMOVEDelected Critical Illness coverage (insured through MetLife) and REMOVEDwith REMOVEDcoverage (insured through Chubb).  The Critical Illness coverage went into effect on 1/1/2025, and the REMOVEDwith REMOVEDcoverage went into effect on 3/1/2025.  The Critical Illness coverage is a group insurance plan, so individual policies are not issued to the insured.  Instead, they have product summaries and certificate booklets available on our web-based portal with detailed plan information.  Chubbs Life with REMOVEDpolicy includes issuance of an individual confirmation of coverage, which is generally mailed 4-6 weeks after the member makes their election.  Corestream confirmed with REMOVEDthat at the time of REMOVEDrequest to move to direct bill, her coverage certificate had not yet been mailed to her.  REMOVEDalso confirmed to Corestream that they would expedite the mailing of this certificate to Ms. REMOVEDby the end of this month (April).  On 4/6/2025, Ms. REMOVEDcontacted Corestream and requested assistance with moving both of these coverages to direct bill.  In order to be eligible for direct bill,Corestream must cancel Ms. REMOVEDpayroll deduction election and notify both MetLife and REMOVEDthat Ms. REMOVEDis eligible to port her coverage(s) and move to direct bill.  Corestream processed her payroll cancellations on 4/18 and then contacted both MetLife and Chubb to make them aware of the fact, and to confirm what actions the member would need to complete.  MetLife successfully moved the member to direct bill and send her communications via US Mail with next steps to ensure she did not experience a gap in coverage.  REMOVEDrequested that the member complete their portability application to initiate the process.  Corestream provided that application (in .pdf format) via email to Ms. REMOVEDand explained that she would need to complete the form to ensure her coverage with REMOVEDdid not lapse. The process requirements as described were communicated to Ms. REMOVEDvia multiple emails and phone calls between 4/6/2025 and 4/23/2025.  REMOVEDcontinued to escalate her concern that Corestream cancelled her coverages to our customer service team, so I personally exchanged emails with Ms. REMOVEDbetween 4/23/2025 and 4/25/2025 to reassure her that the process to move her to direct bill had indeed been initiated, that her policies were not cancelled, and that she needed to complete the Chubb portability application we had emailed to her, and again offered assistance if she had any questions about the process or completing the form.  At this time, Corestream feels that we have processed Ms. REMOVEDrequest to move to direct bill, notified MetLife and Chubb of Ms. REMOVEDrequest to move to direct bill, provided her with the information and REMOVEDform needed to process her direct bill request, and have offered any additional assistance she requires.  Ms. REMOVEDcontinues to have an open communication opportunity with me as described above.
  
  

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23231577
  
  I am rejecting this response because:
  

  1. Corestream speaks on timelines...If a policy went into effect 1/1 and it takes 4-6 weeks for info to go out...Metlife was late, correct?

  How is something being expedited and on 5/1 there is still nothing in my mailbox

  2. REMOVEDdid not know who I was and was not able to take my portability form. While talking to them I found out they baited me with the life policy which is a term policy. Why on earth would a person pay that much for a term policy?

  They even added an extra charge after the enrollment ended.

  I've had enough with this. I want all of my funds I paid for both the REMOVEDplan and the Chubb plans returned to me as I feel this is a hassle and scam. If I have to go through this now on the onset imagine if I have to file a claim.

  I have been deceived. All premiums returned is the outcome I am looking for and nothing else.

   

  Sincerely,
  
  REMOVED

  Business Response

  Date: 05/06/2025

  Thank you for the opportunity to respond to Ms. REMOVEDconcerns.

  We sincerely regret any inconvenience or frustration she experienced. Upon receiving her latest complaint, we promptly investigated the matter and worked to address her concerns. On 5/7/2025, we will be issuing a full refund covering all premiums paid for both the MetLife and Chubb plans, per Ms. REMOVEDrequest.

  It is our understanding that this resolution has been accepted by Ms. REMOVEDand the matter is now resolved to her satisfaction.

  We remain committed to improving our communication and service processes and appreciate Ms. REMOVEDfeedback, which helps us serve our customers better.

  Sincerely,
  REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">REMOVED

• Initial Complaint

  Date:10/24/2024

  Type:Customer Service 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.

  They are a company that takes deductions for insurance policies. They have taken 4 payments out of my paychecks for a pet insurance policy that was canceled on October 1, 2024. They have told me for a month now that nationwide pet insurance would issue a refund. However, nationwide has stated they have not yet received any payments from corestream. Corestream has claimed to have "escalated my situation " and has claimed they have stopped removing money from my paycheck, but they have not. Nobody will call me. They won't give me a phone number to talk to customer service. They only communicate thru email. I am only asking that my money be refunded to me.

  Business Response

  Date: 10/30/2024

  This employee enrolled in REMOVEDon 9/12/2024, with a 10/1/2024 effective date. The employee then cancelled her enrollment with the REMOVEDprovider. This cancellation was reported to us on 10/18/24 by the REMOVEDProvider, at which point we cancelled her enrollment in our system and cancelled future payroll deductions. Up until this point, three payroll deductions of $14.97 had been taken by her employer for this coverage. A fourth deduction of $14.97 had already been requested prior to Corestream receiving the cancellation from the REMOVEDProvider, which was taken on 10/25/2024. Corestream's system then processed a refund for the total of all four deductions ($59.88) and a check was issued and mailed on 10/30/2024 to the employee in that amount.  We have informed the employee of the issuance of her refund check today (10/30/24) via email. Regarding the complaint that we will not communicate via phone, this issue was escalated to a supervisor who offered to call the employee, but the employee did not respond to the offer, so we resolved had to resolve the case via email.  If there is anything additional Corestream can do to resolve this issue to the satisfaction of the BBB or the employee, please let us know.
  

• Initial Complaint

  Date:01/17/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  In April of 2023 I bought two first class tickets to REMOVEDfor a trip in October. On the return flight in october my flight was delayed and rescheduled for the next morning as an economy flight. I sent in a refund request to Delta who approved the refund and refunded it to Expedia. Since I booked my flight through corestream which then goes through Expedia to book the flights, REMOVEDtold me that the money had been refunded to them and that Expedia would send me the money. After a month I contacted Expedia and they said they had no idea what I was talking about and couldn't find the flight Itinerary or any information regarding the trip. This happened the three separate times I called them. So I finally got in contact with corestream and after a long email exchange with them, I was told that they had contacted Expedia and Expedia said they had refunded the money. The only proof of this conversation that was offered by Corestream were two email confirmations of a refund confirmation. However I had not recieved this refund. So I contacted Expedia again and was told that they didn't work with corestream. However REMOVEDsaid the refund went to them and Coresteam had gotten in contact with them. I have still not recieved my refund. Either Expedia or Corestream are actively lying to me about having contact with the other.

  Business Response

  Date: 01/23/2024

  Thank you for your email dated January 16, REMOVEDregarding complaint REMOVED, and for providing a chance for us to respond.

  Corestream provides Voluntary Benefit solutions to employer groups.  These solutions include voluntary benefit products such as REMOVEDand REMOVEDas well as discounts to hundreds of retail groups.  The individual who filed this complaint utilized the latter, and took advantage of a discount being offered on Expedia.  When a member clicks on a discount offer on our platform, they are directed to that specific vendor via a URL that contains the respective discount code, leaving our platform in the process.  Any actions a member takes after leaving our platform are performed directly on the vendor's platform.  We have no visibility to any transactions that take place between the member and the vendor, not do we have any part in handling or transfer of any financial transactions.  This member was charged by Expedia and as such will need to procure their refund from Expedia.

  When this member contacted our REMOVEDteam for assistance we did attempt to assist them with getting their refund from Expedia. The member shared with us that Delta had provided a refund to Expedia on 11/1/2023 and not to the member.  When Corestream contacted Expedia to gather more information and to attempt to assist the member, Expedia provided screenshots confirming a refund was issued back to an REMOVEDcard at the time of booking ending in 3165.  When we shared this information with the member, the member stated they do not have a card ending in 3165.  When additional information was requested from Expedia around this credit card, Expedia stated that they were unable to provide the name on the card due to privacy laws.

  Because this complaint involves a transaction that took place between the member and Expedia, and because Expedia will not share any additional information with Corestream on the credit card/account to whom they issued the refund, Corestream is unable to provide any additional assistance or guidance to this member.  If additional information is made available to us through either the member or Expedia, Corestream will certainly re-open the case and do all that we can to assist.

  If you have any questions or would like additional information concerning this issue, please do not hesitate to contact me directly.

  Sincerely,
  REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">REMOVED
  REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">EVP Customer Success

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21155620
  
  I am rejecting this response because: you have lied. I did not ask for the name of the person on the card. I asked for the name of who you talked to at Expedia. But I was told you couldn't give me the name of the person you talked to. Which is why I don't believe that you ever talked to them.
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 02/02/2024

  Thank you for your response - we understand your frustration with not being refunded the monies you have been promised and which you are owed.  After additional conversations with Expedia, it continues to appear that your refund was issued to a credit card that you do not own.  In the interest of resolving this matter for you, Corestream has made the decision to issue a payment to you that matches the amount of the refund.  Corestream will then work with the other vendors to recoup this amount.

  Corestream will issue a check and send to you via US Mail.  Can you please confirm your mailing address by emailing that information to me directly (REMOVED)?  I will then ensure the check is cut and mailed within the next 5 business days.

  I thank you for your patience while we tried to resolve this with the vendors, and hope that our decision to make this payment to you directly so you face no additional delay resolves your inquiry.

  Many thanks,

  REMOVED

  Customer Answer

  Date: 02/05/2024

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