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:07/16/2025

  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.

   
  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,
  
  ******** ******

  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 - ***.  The *** team then connected with the hotel manager of thar property and got the necessary approval to refund the order.  This was finalized between *** and 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,

  ***** *******

  EVP Customer Success

   

• 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.

   
  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. ***** did 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 ******* plan 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,
  
  ***** ******

  Business Response

  Date: 04/28/2025

  Corestream provides voluntary employee benefits administrative services to *******, including collecting insurance-related premiums via payroll deduction for ******* client employees.  Through our platform, Ms. ****** elected Critical Illness coverage (insured through MetLife) and ************** with ************** coverage (insured through Chubb).  The Critical Illness coverage went into effect on 1/1/2025, and the ************** with ************** coverage 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 ************** policy includes issuance of an individual confirmation of coverage, which is generally mailed 4-6 weeks after the member makes their election.  Corestream confirmed with ***** that at the time of ********** request to move to direct bill, her coverage certificate had not yet been mailed to her.  ***** also confirmed to Corestream that they would expedite the mailing of this certificate to Ms. ****** by the end of this month (April).  On 4/6/2025, Ms. ****** contacted 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. ******* payroll deduction election and notify both MetLife and ***** that Ms. ****** is 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.  ***** requested that the member complete their portability application to initiate the process.  Corestream provided that application (in .pdf format) via email to Ms. ****** and explained that she would need to complete the form to ensure her coverage with ***** did not lapse. The process requirements as described were communicated to Ms. ****** via multiple emails and phone calls between 4/6/2025 and 4/23/2025.  ********* continued to escalate her concern that Corestream cancelled her coverages to our customer service team, so I personally exchanged emails with Ms. ****** between 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. ******** request to move to direct bill, notified MetLife and Chubb of Ms. ******* request to move to direct bill, provided her with the information and ****** form needed to process her direct bill request, and have offered any additional assistance she requires.  Ms. ****** continues to have an open communication opportunity with me as described above.
  
  

  Business Response

  Date: 05/06/2025

  Thank you for the opportunity to respond to Ms. ******* concerns.

  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. ******* request.

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

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

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

• 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 ************* on 9/12/2024, with a 10/1/2024 effective date. The employee then cancelled her enrollment with the ************* provider. This cancellation was reported to us on 10/18/24 by the ************* Provider, 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 ************* Provider, 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.

   
  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,
  
  ***************************owever I had not recieved this refund. So I contacted Expedia again and was told that they didn't work with corestream. However ***** said 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, **** regarding complaint ********, 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 ************* and ************************* as 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 ************* team 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 **************** card 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,
  *************************
  EVP Customer Success

  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 (*******************************)?  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,

  *************************

  Customer Answer

  Date: 02/05/2024

   
  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,
  
  ***************************