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:05/08/2025

  Type:Service or Repair 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.

  Every time I try to redeem my CURewards points for a rental car or a hotel, the website is down. So then I call customer service to try to book with them and then they will say "oh, our system just went down, you will have to call tomorrow". So then I try to call them again the next day and after a 5-10 minute wait they say "oh, our system is down, try again in the morning". If you try to complain about the issue, they will direct you to the local bank's phone number. And when I call the local bank, they give me the customer service number. So it feels like our points are worthless and there is no way to redeem them. I get caught in an endless loop with people who don't speak English very well and don't understand what is going on. I will probably get a Credit Card that actually gives cash back or something like that. I know this is a first world problem, but if you say you are giving us points for our purchases that we can redeem...then actually let us redeem them! 

  Business Response

  Date: 05/20/2025

  Thank you for your inquiry, and I apologize for any inconvenience this has caused.  The travel department confirmed that there was a technical outage in the past few days. Fortunately, their IT department has resolved the issue, and the system is now functioning properly for making reservations.  They also mentioned that you can contact them directly by phone for assistance in creating a new reservation.  Please call the travel department at ************ for assistance.

   

  Thank you!

  Award Headquarters

• Initial Complaint

  Date:05/08/2025

  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.

  I have a credit card and have NEVER redeemed points and decided to check it today and noticed my points were low considering how often I use it. I checked REDEEM POINTS to check since it was off and found FIVE fraud redeem charges!It was used 04/04/23 to redeem $100 **** gift card with a fake email 06/05/23 redeem $25 **** gift card again fake email 12/22/22 redeem $25 stockpile gift card 06/23/23 redeem $25 stockpile gift card 12/04/24 redeem $24 stockpile gift card None of those transactions were ever made by me and all with a fake email so I was never even notified. Its an internal fraud issue.

  Business Response

  Date: 05/13/2025

  Thank you for your inquiry, and I apologize for any inconvenience this has caused.  We did research the complaint and found that the cards were redeemed and emailed to a variety of different email addresses.  We ask that you reach out to us directly so we can work with you to refund your points appropriately.  

  The order numbers you referenced are as follows:

  PSC2514710/$100 **** and **** Eats eGift Card
  PSC2585203/$25 **** and **** Eats eGift Card
  PSC2830898/$25 Stockpile Choose Your Favorite Stock eGift Card
  PSC3009902/$25 Stockpile Choose Your Favorite Stock eGift Card 
  PSC3229415/$25 Stockpile Choose Your Favorite Stock eGift Card

  Please contact me at *******************, ****** ******, **************** Manager.  I also have your contact information and will attempt to reach out to you directly.

• Initial Complaint

  Date:03/01/2024

  Type:Customer Service 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.   I thank the BBB for its intervention which played a crucial role in straightening out this 'error.'
  

  
  Sincerely,
  
  **** ****

  Business Response

  Date: 11/21/2024

  Thank you for bringing this issue to our attention. We are sorry to hear of the experiences you noted and any inconvenice caused. In reviewing our records, we show that an order was placed on 1/26/2024 which was canceled due to inavailability of the item. On 1/31/2024, the points were refunded and another order was placed. The new order was flagged as potentially fraudulent which required review and approval by the fraud department prior to release. After several inquiries with the fraud department the order was approved for fulfillment. If you have any further questions or concerns, please do not hesitate to contact us. 

• Initial Complaint

  Date:06/08/2023

  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: 20154667
  
  I am rejecting this response because: I did not get credited to my **** the amts. requested.
  Sincerely,
  
  ***** ****** supposedly working on my money return, but he has not. I want these two amounts credited to my **** acct. AND I DO NOT WANT TO BE CHARGED ******* FOR MY CAR.

  Business Response

  Date: 11/21/2024

  Thank you for bringing this issue to our attention. We are sorry to hear of the experiences you noted and any inconvenice caused. In reviewing our records, we show the participant's credit card was undercharged during order placement. After many attempts to contact the participant with no response, their card was charged a small portion of the original amount due. 

  Business Response

  Date: 12/03/2024

  *****, we apologize for this past system issue on the travel redemption site.  Unfortunately there is nothing further we can do to remedy this past situation.  If there are any issues with future orders, please do not hesitate to contact us immediately.

• Initial Complaint

  Date:06/02/2023

  Type:Billing 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: 20137166
  
  I am rejecting this response because:

  The original cash to account transaction failed because the bank was unable to confirm the account using the information provided

  This if fully 100% inaccurate. It is not what happened A YEAR AGO and a poor excuse to remove their failure to actually have a credible reputable business that somehow has monopolized the market leaving little else for credit unions to use. And customers unhappy.

  I ordered a gift care to be mailed to me.  When the card never arrived, I logged in to find that the transaction had been cancelled.  I had received no notification, no email, nothing.  When I finally got ahold of someone they told me it was because they dont send gift cards to PO Boxes.  Somehow thats less safe than a mail box on a house that someone can get into.  I live in a small town that does not do **** home delivery, I only have a PO Box for *****  
  

  The credit union actually is the one who helped finally resolve the issue not this useless org.

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

  Business Response

  Date: 11/21/2024

  Thank you for bringing this issue to our attention. We are sorry to hear of the experiences you noted and any inconvenice caused. In reviewing our records, we show the participant's points were refunded on 6/19/2023 and the ticket closed for the Amazon gift card order. The original cash to account transaction failed because the bank was unable to confirm the account using the information provided. If you have any further questions or concerns, please do not hesitate to contact us.

  
  

  Business Response

  Date: 11/25/2024

  ********, to clarify our first response, we agree with you that your first order for gift cards was cancelled due to the ** Box address. Unfortunately, it is outside of our policy to ship to a ** Box.  Your second order of cash to account was delayed as the account information provided could not be validated.  We apologize for these issues.  If there are any issues with future orders, please do not hesitate to contact us immediately.  Sincerely, CURewards Program Headquarters.

• Initial Complaint

  Date:05/06/2023

  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 spent extra points to buy a refundable and cancellable hotel reservation. I had to cancel my reservation in order to book at a different hotel. I have been waiting for over a week to get my points back. Meanwhile the cost of booking a hotel room continues to go up with each day. I have called the company 4 times for escalation with no results. I will be changing credit card programs better to get a better managed and ethical rewards program.

  Business Response

  Date: 11/21/2024

  Thank you for bringing this issue to our attention. We are sorry to hear of the experiences you noted and any inconvenice caused. In reviewing our records, we show the participant's credit card was undercharged during order placement. After many attempts to contact the participant with no response, their card was charged a small portion of the original amount due. 

• Initial Complaint

  Date:01/11/2023

  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.

  Around 11pm on 2/18/2022 I purchased airfare through the CURewards online portal using 736 travel reward points and $463.02 paid via credit card (order #: *********). Due to a family emergency, our travel plans changed that weekend. After several failed attempts to change the flight due to a complicated and undisclosed partnership between CURewards and a third-party company named Bakkt, I cancelled my flight for a travel credit at the recommendation of a CURewards representative on/around 2/21/2022. At that time, I was told I may be eligible for a refund due to the cancellation occurring within 24 business hours of the purchase. After that, CURewards made no proactive or reasonable attempts to resolve the matter.To this day, 1/11/2023, CURewards has failed to provide information regarding my travel credit (value, terms, etc.), nor have they released the points reward value outstanding from the transaction to me (******). I've spent hours attempting to resolve the issue with CURewards, to no avail. Their customer service is abysmal. They are unreachable. They provide no means to escalate issues for resolution. Their representatives are extremely unprofessional (on 1/6/2023 I was hung up on after being refused assistance).CURewards committed a privacy violation by sharing my information with Bakkt without consent. Furthermore, CURewards effectively stole from me, making it impossible to view or access the travel credit I was promised and refusing a refund (either to my credit card as direct funds or as reward points for redemption to my CURewards account). Their model is deceptive and their redemption processes are built to be unfair to consumers.

  Business Response

  Date: 11/21/2024

  Thank you for bringing this issue to our attention. We are sorry to hear of the experience you noted and any inconvenice caused. In reviewing our records, we show that points were refunded to the cardholder on 2/6/2023 and subsequently been redeemed. If you have any further questions or concerns, please do not hesitate to contact us. 

• Initial Complaint

  Date:12/03/2022

  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.

  11/8/2022 I called Curewards to book a flight for 2 people. The Curewards representative booked the flight which consumed ****** points. At end of the booking the rep said he was waiting for the confirmation number. A few minutes pass and he tells me the flight is not available. He was unable to rebook the flight because the points are no longer showing. He then said the points are probably in limbo. The point should show up in an hour or so. I have made dozens of phone calls, up 3 times a week to Curewards, and spent over 7 HOURS on the phone since the day Curewards lost my points . I am assured the points are a in a priority queue to be restored. Yet they have not been restored. At this point I feel the points that Curewards refuses to reinstate, that Curewards lost, have a value of about $870.dollars. Its sad that a rewards company cannot fix there own mistake.

  Business Response

  Date: 11/21/2024

  Thank you for bringing this issue to our attention. We are sorry to hear of the experience you noted and any inconvenice caused. In reviewing our records, we show that an order was placed on 11/8/2022 for ****** points.  On 11/11/2022, the platform administrator received a notice of a point refund failure, following which the points were successfully refunded to your account. If you have any further questions or concerns, please do not hesitate to contact us.