R L Sielaff

June 12, 2017
Re: Melody Th[redacted]
Dear Sir/Madam:
We would like to thank you for bringing Ms. T[redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to...

provide you with the facts and our resolution concerning this matter.
According to our records, on March 27, 2017, Ms. Th[redacted] purchased an RCI Package. The cost of the package was $1,499.00, which she paid in full at the time of purchase.
In review, Ms. Th[redacted] contacted our agency on April 13, 2017 and requested to cancel the package due to her dissatisfaction with the upgrade fees, the cancellation period, and the lack of being able to book flights on line. She was informed that a validation was conducted when she purchased and the details of her package were discussed at that time. Consequently, she was informed that she was outside of the rescission period and could not be refunded the cost of the package.
On April 13, 2017, Ms. Th[redacted] was transferred to G. L[redacted], who attempted to assist her by giving her various options to book a resort stay. Our records indicate on April 14, 2017 Ms. Th[redacted] utilized her 7-day resort certificate and booked a stay at the Ocean Manor Resort. The cost of the stay after the certificate was applied was $578.33. The upgrade charges are based on availability, season, and location, which was reviewed during the validation.
Regrettably, we cannot refund the package price as Ms. Th[redacted] is outside of the rescission period and one of the certificates has been redeemed. She does have a cruise certificate that is available for use until March 27, 2019.
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.
Best Regards,
Shannon P[redacted]
Resolution Specialist
Office of the President

July 21, 2017
Re: Paul Y[redacted]
Dear Sir/Madam:
We would like to thank you for bringing Mrs. T[redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to...

provide you with the facts and our resolution concerning this matter.
Upon review, it is the claim of Mr. Y[redacted] that he attended a presentation and received a certificate, which entitled him to a complimentary five (5) day and four (4) nights cruise vacation. Mr. Y[redacted] asserts per the terms and conditions of redemption, "the average value of the cruise that may be redeemed with this Certificate is $650 per cabin based on cruise fare only (not including any applicable taxes or fees) for two people and subject to availability."
In the best interest of customer satisfaction, we are honoring a $650.00 reduction in the cost of the retail cruise fare for one (1) cruise vacation. The cruise certificate is for double-occupancy and requires all applicable government taxes, pass through fees, and upgrade charges are paid at the expense of Mr. [redacted]. The option to add additional nights, guests, and upgrade to a larger cabin is based on availability. The cruise certificate must be applied by the expiration date of 5/4/2018, even if the time of travel is at a later date.
The terms and conditions of the certificate are fully enforceable and include, but are not limited to the terms of use outlined above.
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.
Best Regards,
Shannon Philli**
Resolution Specialist
Office of the President

November 3, 2016Re: [redacted] 11778814Dear Sir/Madam:We would like to thank you for bringing Mr. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide...

you with the facts and our resolution concerning this matter.According to our records, on July 14, 2016 Mrs. [redacted] contacted our agency to cancel her cruise booked with Disney Cruise Line on the Disney Wonder for December 23, 2016 through December 30, 2016.  When the request to cancel was made there were no penalties on the booking.  Mrs. [redacted] was to receive a full refund for $1,129.72, with the exception of the CSA Travel Protection, which she is able to use toward another cruise within 2 years from date of purchase.  Consequently, when the cruise was cancelled a check request needed to be submitted for the refund, however, there was a delay with processing the check request as clarification needed to be made about the penalties that had been assessed on the booking.  Research was conducted and it was determined that the penalties were for the CSA Travel Protection.  As a result, a request was sent to the Accounting Department requesting the refund be processed to Mrs. [redacted]’s Military Star Card in the as a substitute for the check.  The refund was processed on October 19, 2016 in the amount of $1,129.72 to the card ending in xxxx – [redacted]. We have made contact with Mrs. [redacted] and informed her that her refund was processed to her Military Star Card rather by check. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.Best Regards, Shannon P[redacted]Resolution Specialist Office of the President

The 3 day time frame to cancel subscription was never discussed verbally by the agent who sold me the package, nor mentioned by the two customer service reps that I spoke with on March 10th and March 11th. Furthermore, the representative I called on March 16th said there was a 10-day window. I will continue to fight to have my deposit returned.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Gina W[redacted]

April 19, 2017
Re: Marcia M[redacted]
Dear Sir/Madam:
We would like to thank you for bringing Ms. Ma[redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter.
We have reviewed Ms. M[redacted] inquiry and have successfully resolved her concerns. The refund for $299.00 was processed on 4/18/2047 directly through AAFES to the members’ military star card. The refund can take approximately seven (7) to ten (10 business days to be credited back to Ms. M[redacted] card.
We have made contact with Ms. Manuel and informed her of the refund.
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.
Best Regards,
Shannon P[redacted]
[redacted]
Office of the President

Re: [redacted]
 Dear Sir / Madam, We would like to thank you for bringing Mr. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to...

provide you with the facts and our resolution concerning this matter.  According to our records, on October 30, 2013 Mr. [redacted] purchased a Government Vacations Rewards Select Access Membership. The cost of the membership was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56.  Additionally, Mr. [redacted] was entitled to renew his membership beginning the third (3) year with an annual renewal rate of $29.00.  The subsequent details would have been review with Mr. [redacted] at the time of purchase during the sales validation.  It is Mr. [redacted] claim that when he purchased the membership he was advised he would have enough points to take a vacation wherever he wanted.  He also stated that he would have to pay a small fee on his account each year, however, on the third year he was never charged the additional $29.00 fee, which resulted in his account being deactivated.  He made contact with our agency and learned that he could reactivate the account if he paid the renewal fee, but the points on the account were expired. Mr. [redacted] feels that our agency is operating under false business practices due to the circumstances.  He has requested that, we either refund him the money paid for the membership or have his points reinstated to use towards desired travel. In review, it appears Mr. [redacted] filed his inquiry with the Revdex.com on or about 12/16/15, however, we note that we spoke with Mr. [redacted] on 12/18/15 at which time we extended the points on the account for a week.  Mr. [redacted] successfully converted his points into $850.00 of Vacation Cash and booked flights on US Airlines from [redacted] to [redacted] for $832.00.  As of today’s date the balance of points on the account is 52. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Best Regards,Shannon P[redacted]Resolution SpecialistOffice of the President

March 23, 2016
Re: Marieta W[redacted]
Dear Sir / Madam:
We would like to thank you for bringing Ms. W[redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we...

would like to provide you with the facts and our resolution concerning this matter.
According to our records, Ms. W[redacted] purchased a Government Vacation Rewards Select Access Membership on December 30, 2015. The cost of the membership was $2,999.00 with a down payment of $299.00 and eighteen (18) monthly payments of $165.00.
It is the claim of Ms. W[redacted] that she spoke to several representatives trying to obtain the benefits that were promised to her, however, when attempting to use the service the information she was provided at the time of purchase changed. She indicated that after having the membership for a couple of weeks, she consequently had not received any satisfaction. As a result she contacted our agency and requested to cancel the membership and receive a full refund.
Based upon Ms. W[redacted] statements she did not wish to remain in the program and in the interest of customer satisfaction, we have cancelled the membership effective March 22, 2016 and a refund was issued for $799.00. The refund includes the deposit of $299.00, three (3) monthly payments at $150.00 and one payment (1) at $50.00. All refunds were issued back to the credit card we have on file ending in xxxx—6390. Please note the refund can take approximately seven (7) to ten (10) business days to receive depending on the financial institution Ms. W[redacted] banks with and will be processed in separate transactions.
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.
Best Regards,
Shannon P[redacted]
Resolution Specialist
Office of the President

Dear Sir / Madam: We would like to thank you for bringing Mr. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our...

resolution concerning this matter. According to our records, Mr. [redacted] purchased a Sears Vacations Membership on July 5, 2015.  The cost of the membership was $2,999.00 with a down payment of $299.00 followed by thirty-six (36) monthly payments of $97.60. Based on the information provided in Mr. [redacted]’ complaint, there appeared to be some confusion regarding the two accounts.   Mr. [redacted] was visiting the Sears [redacted] New Jersey store on March 24, 2015.  At that time, he signed up for the Sears Vacation benefits.  He signed up under his name only, using his cell phone number and his individual email address.  That account number is [redacted].  Mr. [redacted] used his credit card on July 5, 2015 and purchased the Sears Vacation Membership mentioned above.  He put the account in his wife, Eugenia’s name, using her individual phone number as well as her individual email address.  That account number is [redacted]. Each time Mr. [redacted] contacted our company regarding his account, he was asked what phone number is associated with his account.  Mr. [redacted] always gave his individual cell phone number, which allowed us to access his original account he opened on March 24, 2015 and not the membership account.  It is Mr. [redacted] original account, [redacted] where he had [redacted] activate the certificate for his promotional vacation for attending the presentation and tour.  That certificate is available for Mr. [redacted] to book his vacation until October 30, 2015, at which time the certificate expires.  Mr. [redacted] can travel beyond October 30, 2015, however, he will need to book his vacation by that date. Our records indicate that on August 10, 2015, Mr. [redacted] spoke to a Customer Service agent, [redacted], requesting to cancel his account and receive a refund.  [redacted] explained that Mr. [redacted] was outside the rescission period.  Mr. [redacted] became angry and requested to speak to a supervisor.  [redacted] escalated the issue to his supervisor, [redacted] who spoke to Mr. [redacted], explaining the procedure and offering him options regarding the cancellation. Mr. [redacted] remained firm regarding the cancellation and refund.  [redacted] assured Mr. [redacted] he would cancel his membership that day and issue a full refund.  [redacted] further indicated that it would take seven (7) to (10) days for the refund to post to Mr. [redacted] account depending on the financial institution Mr. [redacted] banks with. Our records further indicate that Mrs. [redacted]’ account [redacted], was indeed cancelled on August 10, 2015 and funds returned to Mr. [redacted] credit card ending in XXXX – [redacted]. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely,[redacted] Resolution Specialist Office of the President

July 13, 2017
Re: Amanda B[redacted]
Dear Sir/Madam:
We would like to thank you for bringing Ms. B[redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to...

provide you with the facts and our resolution concerning this matter.
According to our records, on July 6, 2017, Ms. B[redacted] purchased a Government Vacation Rewards Membership. The cost of the membership was $999.00 with a down payment of $99.00 with ten (10) monthly payments of $102.00. In addition to the membership purchase Ms. B[redacted] booked a hotel reservation on July 7, 2017 at the Inn at the Mill, an Ascend Hotel Collection starting July 12, 2017.
Ms. B[redacted] was not completely satisfied with the benefits of the program, including the inability to price match her hotel reservation. In the best interest of customer satisfaction her hotel reservation has been cancelled and refunded for $132.12. Additionally, her account was cancelled effective 7/12/17 and a refund for the $99.00 down payment was refunded to the credit card on file. The refund can take approximately seven (7) to ten (10) days to be credited to the members account.
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.
Best Regards,
Shannon P[redacted]
Resolution Specialist
Office of the President

March 6, 2017
Re: [redacted] Case # [redacted] Our Account # [redacted]
Dear Sir / Madam:
We would like to thank you for bringing Ms. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and...

documented our findings and we would like to provide you with the facts and our resolution concerning this matter.
Our records indicate that on December 9, 2016 Ms. [redacted] participated in our tour and presentation of the Sears Vacations Direct Access program and purchased a vacation package. The cost of the package was $2,999.00 with $299.00 down payment followed by thirty-six (36) payments of $93.57 per month.
Our records further indicate that on the date of purchase, Ms. [redacted] signed the Purchase Agreement, which contains the three (3) day right to rescind directly above her signature.
Based on Ms. [redacted]’s request to no longer remain in the program, we cancelled her package on December 21, 2016. After further review, and in the interest of customer satisfaction, we have issued her a refund of her initial down payment of $299.00 effective today. The credit was refunded to the account ending in [redacted]. Please allow seven (7) to ten (10) days for the credit to post depending on the financial institution Ms. [redacted] banks with.
Furthermore, Ms. [redacted] was advised that she would receive a 7 day Mexico Resort certificate for participating in the tour. Her certificate has been added to her account indicated above. Ms. [redacted] can book her resort by calling [redacted]. Her certificate will expire 9/2/17. She can travel past that date, however, must have her vacation booked by that date.
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.
Sincerely,
Jannelle B[redacted]
Resolution Specialist
Office of the President

I didn't stay a week I stayed 3 days it was not for free Sears Vactions took 20,000 points off my account that should be returned back to my account

Re: [redacted] We would like to thank you for bringing Ms. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and...

our resolution concerning this matter. According to our records, on August 26, 2013, Ms. [redacted] purchased an ICE Platinum Upgrade for her membership. The cost of that upgrade was $2,999.00, with a down payment of $299.00, followed by eighteen (18) monthly payments of $159.00. Our records indicate that on May 11, 2015, Ms. [redacted] made a reservation at the [redacted] for 7 days. Ms. [redacted] booked this reservation using our on line platform. Unfortunately Ms. [redacted] failed to review the Essential Information that is clearly posted on the web site. The Essential Information contains the following: Essential Information: Pricing displayed based on 2 Adults. Additional persons will be charged $5.00 + tax per person per night. Final Receipt will reflect total charges based on occupancy booked. •Children 17 and younger are complimentary using existing bedding when sharing room with adult. Names and ages of children must be included on reservation to avoid paying the additional person charge. According to the complaint filed by Ms. Paulino, she was traveling with her husband and two (2) children under the age of 17. Consequently, she was charged appropriately. However, in the interest of customer satisfaction, we have refunded the total amount of $77.70 to Ms. [redacted] credit card ending in XXXX – [redacted] that was used for the original charges. Please allow seven (7) to ten (10) days for the refund to post, depending upon the institution Ms. [redacted] banks with. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, [redacted] Resolution Specialist Office of the President

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. I would like a confirmation email that states that the account was canceled in full and I will not be charged for the remainder 10 months of $102.00. 
Regards,
Amanda B[redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and acknowledge the...

company's response.  I did call [redacted]s back on this matter and explained what circumstances in which there are charges to changes.  Not all airline tickets are charged a change fee.  Unfortunately, that was not the case in this matter.  Overall, I will no longer use Explorer for travel.  Thank you Revdex.com for assisting in this matter. 
Regards,
[redacted]

May 11, 2016
Re: [redacted] Case File No. 11441417
Dear Sir or Madam:
We would like to thank you for bringing Ms. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our...

findings, and we would like to provide you with the facts and our resolution concerning this matter.
Our records indicate that Ms. [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on May 3, 2014. The cost of the upgrade was $1,999.00, with a down payment of $99.00, followed by eighteen (18) payments of $114.45 per month. Ms. [redacted]’s current account is paid in full.
We reached out to Ms. [redacted] today due to the confusion regarding her 100,000 points. In the interest of customer satisfaction, we have agreed to reactivate her 100,000 points for a period of ten (10) years from the date of purchase. Ms. [redacted] was very happy and indicatd that she would be contacting the Revdex.com to withdraw her complaint.
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.
Sincerely,
Jannelle B[redacted]
Resolution Specialist
Office of the President

August 30, 2016Re: [redacted]f [redacted]Dear Sir / Madam:We would like to thank you for bringing Mrs. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to...

provide you with the facts and our resolution concerning this matter.According to our records, Mrs. [redacted] booked reserved three (3) cabins on Norwegian Cruise Lines – Norwegian Pearl departing December 19, 2016 to December 29, 2016 to the Panama Canal. Member is disputing they were informed their 14-year old son could be booked in an inside cabin by himself, however, the cruise line contacted our agency as the child is under age and advised the child had to be moved into a different cabin with an adult.We recognized an error occurred at the time of booking, which resulted in Mrs. [redacted] losing one of her dining amenities. In the best interest of customer satisfaction, we made contact with Norwegian Cruise Lines and paid to have the dining amenity added to the reservation. We have made contact with Mrs. [redacted] to advise her of the resolution in this matter. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.Best Regards, Shannon P[redacted] Resolution Specialist Office of the President

Dear Sir/Madam: We would like to thank you for bringing Mrs. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we would like to provide you with the facts concerning...

this matter. Our records indicate that Mrs. [redacted] participated in our tour and presentation of the Sears Vacations Direct Access program, along with her husband, [redacted], on June 5, 2016 and purchased a vacation package. The cost of this vacation package was $2,999.00 with a down payment of $299.00 followed by thirty-six (36) payments of $93.57 per month. After reviewing Mrs. [redacted]’s complaint, and completing the researching surrounding the complaint, several discrepancies are noted.First, when Mrs. [redacted] was approached in the Sears store, she was asked if she was interested in applying for a raffle for $1,000 gift card, not a raffle to “win” a free all- inclusive trip to Mexico. Second, she said she booked the appointment and then later found out it was at a hotel. Prior to making the appointment, Mrs. [redacted] was provided two locations; 1) Long Island at the Marriott; and 2) Downtown Brooklyn at the Sheridan. Mrs. [redacted] selected the Marriott location.Third, Mrs. [redacted] claims she was not told about the Sears vacation membership. When Mrs. [redacted] was setting her appointment, she was informed about the launch of the Sears Travel website and open house. She was informed she had won a package that included $250 savings credits to the website, a $50 certificate to restaurant.com and she would also receive a $25 Sears gift certificate for showing up 15 minutes early for her appointment. She was further informed that for participating in the open house, which would provide her with an overview of the Sears Vacation programs, she would receive an additional gift of a 7 night resort stay good at select US cities or Mexico. She was informed that she would receive the gift package and the 7 night resort certificate whether she purchased any of the programs or not. The resort certificate washer gift for participating in the open house.Mrs. [redacted] did inform the agent at the open house that they like to travel in all-inclusive resorts.The agent did tell Mrs. [redacted] that we do have several all- inclusive resorts available in our inventory, which is true. Prior to Mrs. [redacted] booking the Grand Mayan Riviera, she spoke to the Supervisor, Jennifer on July 23, 2016, who throughout the course of a one hour and 56 minute call, explained to Mrs. [redacted] thoroughly, how her package works, what is included in her package, and the best way for Mrs. [redacted] to get the most value for her vacation dollars. Jennifer reiterated to Mrs. [redacted] that the gift certificate she received for attending the open house was not for an all an all-inclusive resort. She explained her options regarding the certificate. Jennifer was able to show Mrs. [redacted] some options on the website. Mrs. [redacted] was thrilled at the savings and opportunities available through the package that they had purchased. During this call on July 23, 2016, Jennifer offered an additional benefit to Mrs. [redacted] for paying her account in full. Jennifer indicated that she would be saving $649 in processing fees over the 36 monthly payment plan, and Jennifer would provide her with an additional bonus week in Mexico. Mrs. [redacted] thought that would be great and wanted to put the balance on her Sears credit card. She asked Jennifer to please hold while she got her credit card. When Mrs. [redacted] came back on the line, she had 2 Sears credit cards and did not know which one had the least or no interest. Mrs. [redacted] said she would speak to her husband and call Jennifer back. Jennifer said she would put a note in the file so that when she called back, one of the agents would be able to assist her. Jennifer also told Mrs. [redacted] that she would add the Mexico resort to her account now, but that it would fall off after a week or so if the account was not paid in full. Mrs. [redacted] did not call back to pay the account in full, so the payment plan continued automatically. Our records indicate that Mrs. [redacted] spoke to Cesar on December 19, 2016. She was booking her resort certificate she received for attending the open house. Mrs. [redacted] told Cesar she was told from the very beginning that this certificate was for an all-inclusive. This again, was not true. She was never told that she would be able to book an all-inclusive resort with the gift certificate. Cesar told her she could not do that, and any all-inclusive resort she booked with that particular certificate, she would have to pay the all-inclusive fees when she checked into the resort. Cesar was speaking specifically about the gift certificate, and not any other certificate.The original appointment was set by [redacted] on May 31, 2016, at 4:32 PM. It was scheduled for Sunday, June 5, 2016 at 10:00 AM at the Long Island Marriott location. At no time during this call, did [redacted] inform Mrs. [redacted] that the 7 night resort certificate she would receive for attending the open house, was for an all-inclusive resort. When Mr. and Mrs. [redacted] left the open house, they took their packet with them, which included the paperwork they signed along with the certificate for the 7 night resort. The certificate contains all the terms and conditions for the use of the certificate. Consequently, Mrs. [redacted] has completed a reservation, with Cesar on December 19, 2016 using that certificate, to stay at the Grand Mayan Riviera Maya Resort for a week starting September 16, 2017.Our records indicate that Mrs. [redacted] spoke to Jennifer again on December 20, 2016. Jennifer apologized for any confusion Mrs. [redacted] experienced when speaking to Cesar, however,Jennifer did inform her that his information regarding the certificate she was trying to book was correct. There was no all-inclusive feature with the gift resort certificate. She could book the accommodations using the certificate, but they would have to pay the all-inclusive fees at time of check-in. Mrs. [redacted] expressed her desire to cancel the membership. Jennifer advised her that she could cancel the package, however, she would not receive a refund of the funds paid to date.Mrs. [redacted] did not want to lose what she had paid into the package, so they scheduled an appointment for January 8, 2017 to get back together and complete a thorough web tutorial to show Mrs. [redacted] the value in the package. Jennifer reached out to Mrs. [redacted] several times to complete the tutorial, however they were unable to connect to complete the tutorial. Our records indicate that Mrs. [redacted] called our office on February 28, 2017 indicating that she had been charged another month and she had sent an email on February 17, 2017 requesting to cancel her package. The agent, Shirley advised Mrs. [redacted] that she would cancel the package effective February 17, 2017 and any payments made after that date would be refunded. Our records reflect that the payment made on February 27, 2017 was refunded to Mrs. [redacted] on February 28, 2017.At this time, Mrs. [redacted] has surpassed the rescission period and we are unable to honor her request for a refund.We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.

Re: [redacted]  We would like to thank you for bringing Mrs. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the...

facts. According to our records, Mrs. [redacted] purchased an [redacted] and [redacted] Package on May 26, 2015.  The cost of the package was $1,999.00 with a down payment of $199.00 and eighteen (18) monthly payments of $109.00.  It is Mrs. [redacted]’s claim that she purchased the package, but she did so with the intention of being able to speak with her husband to make an informed decision on whether they would keep the package or not.  Subsequently, they opted to cancel the package and contacted our agency to advise accordingly.   After several phone calls the cancellation was honored and they were informed a refund would be issued.  Mrs. [redacted] indicated after two weeks had passed no refund had been received and a dispute was filed with their bank for the deposit amount.  Furthermore, Mrs. [redacted] noted a secondary concern about dissatisfaction with a hotel stay they booked.  Due to the unsatisfactory conditions they received a partial refund for a one (1) night stay in the amount of $58.63.  They have requested a free night or reimbursement equivalent to one night.  Based upon Mrs. [redacted]’s statements she did not wish to remain in the program and in the interest of customer satisfaction, we have cancelled the package effective June 24, 2015.  A refund was issued for $100.00 for one (1) monthly payment.  However, our agency was charged back by the member’s financial institution on June 19, 2015 for $199.00, therefore, no refund was processed for this amount by our agency. As a courtesy, we have also refunded $66.37 for the difference for the one (1) night stay.  The refunds were issued back to the credit card we have on file ending in xxxx—3602 exp. 04/19. Please note that the refund can take approximately seven (7) to ten (10) business days to receive depending on the financial institution Mrs. [redacted] banks with. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.  Best Regards, [redacted] Resolution Specialist Office of the President