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:05/07/2025

  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.

  I have been using Edenred through my company for the past 4 months to pay for a metro pass as well as parking expenses. This had worked fine after a rocky start, but the, come May 1st 2025 I get a charge on my credit card from the metro. It turns out that Edenred through what they are calling a "technical issue" did not submit the correct benefits information to the metro. I have called them several times to try and get them to make this right and to reimburse me for the charge but they are stone ******* saying it isn't their fault and that they have corrected the issue. Their version of correcting the issue is to add funds to the metro benefits which does nothing to reimburse me for what has already been charged. And, because I had to use the pass to get to work, the metro cannot refund the pass and charge it to the new funds. All Edenred had to do was to add the funds they didn't send back to my account so I could submit a claim and get my money back that way, but instead they decided to not do that and refuse to take any actions to reimburse me. Additionally, while they did acknowledge a "technical issue" they are also under the impression that they aren't responsible for it, when it was an issue on their side, with their system.

  Business Response

  Date: 05/12/2025

  Hello,

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We sincerely apologize for the frustrations you have experienced, as it is always our goal to ensure our customers are happy and satisfied with our ********************.
  We understand how disappointing it can be when expectations are not met, and we are truly sorry for any inconvenience this situation may have caused you.

  Please rest assured that we are actively looking into the matter and are committed to resolving it as quickly as possible.
  We appreciate your patience and understanding as we investigate this issue further. We will reach out to you as soon as we have more information to share. Your satisfaction is very important to us, and we are dedicated to making this right.
  

  Thank you for your understanding.

  Customer Answer

  Date: 05/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that, while the response does not satisfy my issues and/or concerns in reference to complaint #********, I have resolved this issue internally through my own company. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:05/05/2025

  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 paid for services (parking reservations), but it seems my account was suddenly deleted (not by me) so I can't access my account or the reservations. No one answers their customer service line. Ever. This is not the first issue I have had with them, and they do not answer their calls, emails. There is no way to contact them. They should not be in business if they take people's money and do not respond to customers or provide an efficient way to address issues.

  Business Response

  Date: 05/09/2025

  Hello,

  We are very sorry that you are having issues with your parking reservations.  We are also sad to hear that you have not been able to get in touch with one of our Support Agents.  WE take concerns like this very serious and strive to deliver excellent service.

  I have sent your information over to our team and they will look into this immediately.  We will contact you directly with a response and a solution in the next 5 business days.

  We are sorry for the inconvenience and thank you for the chance to make it right.

  Best,

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

  VP of CX at Edenred

• Initial Complaint

  Date:04/02/2025

  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.

  For the past 3 months, I've cancelled my benefits my EdenRed Commuter benefits on their website and for the past 3 months I was charged. I've reached out via email . . . no response. I've called in multiple times, attempting to un-elect my benefits, but you can never reach a real person. This week alone I've been on 2 calls waiting to speak to a person before having to end the 40+ minutes. I'm on 3rd call this week - 49mins 41 secs and counting - waiting to speak to someone right now as I'm writing this complaint, still trying to opt out . . . 4 months later than intended!Do not join this company for benefits. They make it a hassle to troubleshoot, seek assistance, or opt out. Not very user friendly, or customer focused, just money hungry based on their quick manner to take your money and making it impossible to talk to a real person/agent (in order to retrieve it).

  Business Response

  Date: 04/08/2025

  We have contacted the customer with a proposed resolution to their complaint

• Initial Complaint

  Date:03/29/2025

  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.

  For the orders I competed for March and April 2025, I have been told that the orders for my commuter benefits have been fulfilled, but I have not received my commuter bus passes for either of those months despite paying pretax income for them. I am constantly on hold when trying to call and never can get a hold of anyone to follow through. I feel this is very unprofessional and disrespectful to people who just want what they paid for and have no other recourse with their employer for their commuter benefits. I feel no value of using this service when there is no follow through to ensure I have received my benefits and am asking for the pretax income to be refunded.

  Business Response

  Date: 04/08/2025

  Dear *** *******,
  

  Thank you for bringing your concerns to our attention. We sincerely apologize for the difficulties you have experienced with Edenred services and the challenges in reaching our support team. We understand how frustrating this situation can be.
  

  Please be assured that we are currently reviewing your claim internally and are committed to finding a prompt resolution to your complaint. Our support team will reach out to you directly with our recommendations.
  

  We appreciate your patience and understanding, and we apologize for any inconvenience this may have caused.
  

  Sincerely,

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

  Vice President of Customer Experience

• Initial Complaint

  Date:03/08/2025

  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 have been trying to contact **** red for months to close my account. I have left them several messages on their website, emails and called numerous times. Complete silence. They finally answered via email but have yet to follow up after my prompt response, the last contact I had was nearly 6 months ago. I have no way to access my account and no way to get in touch, totally unacceptable.

  Business Response

  Date: 03/10/2025

  Dear Valued Customer:

  A member of our customer care team will be in touch with you as we need additional information in order to locate your participant profile. We will then be able to assist with closing your commuter benefits account. 

  Thank you, 

  Edenred Benefits ************* Team

   

• Initial Complaint

  Date:03/04/2025

  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.

  Edenred offers pre-tax deduction from paychecks at **** that goes to a credit card, and that credit card can be used to pay for parking monthly. The past two months, a total of $664 has been deducted from my paycheck, but when I go to pay, it says "insufficient funds", even though I have the funds. Why does this happen? Who knows. It was working for a while. I am not the only **** employee that has had this happen. When I email Edenred, no response. When I call, I am on hold for over an hour with no answer, no estimated wait time. They are the worst company I have EVER interacted with.

  Business Response

  Date: 04/08/2025

  Dear Valued Customer,

  We are very sorry for the delay in responding.  We are looking into your complaint currently and will respond to you directly with a resolution on your complaint.  Thank you for your patience.

  Best,

  Edenred Customer Service

• Initial Complaint

  Date:03/04/2025

  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 submitted an order for February 2025 parking reimbursement, which was approved two days after submission. Nearly one month later, I have not been paid the $301.75 that was approved for reimbursement. Normally, reimbursements are paid within one week. I have sent three emails asking for the status of the payment, none of which have been returned. I have also attempted to call customer service, spending nearly one hour on hold with no answer. I am seeking immediate payment of the $301.75 owed to me for parking reimbursement.

  Customer Answer

  Date: 03/17/2025

  I have not heard from the business in response to my complaint. I have attempted to call them multiple times and have sent multiple emails. 

  Business Response

  Date: 03/24/2025

  Dear Valued Customer:

  Thank you for bringing the issue to our attention. A member of the customer care team will be contacting you shortly to review this ticket. 

  Kind regards, 

  Edenred Benefits ************* Team. 

   

   

• Initial Complaint

  Date:02/12/2025

  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.

  Never an answer at ************ Im a professor at ****************. For months Ive been calling and the longest time I waited was 3 hours before giving up. This is really unacceptable.I cant use my card for months as my birthdate seems incorrect. I tried to register the new card online and it didnt work. My benefits office said yes everyone says they cant get through. They said they cant help and that its a horrible company.What do you think I should do, just give up?Thanks.

  Business Response

  Date: 02/12/2025

  Dear ********, 

  Thank you for using commuter benefits. Our sincere apologies for the experience. A member of our customer care team will be reaching out ************************ to review the case and deliver timely resolution. I am creating an escalation for this case, so we will address timely.  

  Thank you, 

  Edenred Benefits

   

• Initial Complaint

  Date:02/04/2025

  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.

  I signed up for and have been contributing pre-tax dollars to EdenRed for a parking debit card. For whatever reason, the card(s) have not arrived in the mail. I've tried several times. When I requested an overnight delivery with tracking, I was denied. When I asked for a refund, I was denied. I have asked my local Commuter ************* to follow up with EdenRed and have had no luck. You can verify this with:****** ****** CommuterChoice Staff Assistant ************ EdenRed is slow to respond to my requests, despite having $650 of my money tied up. I would think that my situation would require more urgent resolution, but EdenRed does not seem interested in resolving it other than to ask me to call their phone number again.I would like the debit card that I ordered in August 2024 or a refund. I would prefer the card and do not understand why they cannot ship it with tracking, to an alternate address, or to my company's Commuter************* for me to pick up.

  Business Response

  Date: 02/24/2025

  Dear ******:

  Thank you for reaching out, and sincere apologies you experienced challenges with delivery of your commuter card. I escalated your case, and a member of the Edenred customer care team will be in contact with you directly to review the available options. 

  Thank you for your patience. 

  Edenred Customer Care 

• Initial Complaint

  Date:01/30/2025

  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.

  $153 were withdrawn from my account and closed the card. When they sent me a new card, the balance was not transferred. I am unable to access my account as the website is not working properly and no one from customer service is answering phone or replying to email.

  Customer Answer

  Date: 02/11/2025

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 02/17/2025

  Dear Valued Customer:

  Thank you for bringing the issue to our attention. A member of the Edenred Benefits ************* Team will be in contact with you shortly to review the issue and offer resolution. 

  Thank you, 

  Edenred Benefits *************