R L Sielaff

October 25, 2017
Re: Steven [redacted] 12445356
Dear 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 March 9, 2017, Mr. [redacted] booked a hotel stay at the [redacted] The dates of travel were September 14, 2017, through September 18, 2017, for 4-nights. The cost of the stay was $572.57.
On October 02, 2017, Mr. [redacted] contacted Government Vacation Rewards to cancel the reservation due to inclement weather in Florida. The reservation was canceled without penalty; however, the refund could not be processed back to the [redacted] card as the original charge had been made more than 90 days before the cancellation request. Subsequently, the refund had to be issued in the form of a check.
As of October 17, 2017, Check # [redacted] was issued for $572.57 and sent to the member via the address we have on file.
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

Please find our response attached.

I I apologize for the incorrect information. The account number is [redacted] T The account is in my wife's name Kristin MacDonald. Her email address is [redacted] our phone number is [redacted] This complaint is in reference to RCA booking confirmation number [redacted] Thank you for your help.

[redacted]  [redacted]
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]

March 6, 2017
Re: [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.
According to our records, the Preferred Passport Program purchased by the member is based on our affiliated partnership with Pueblo Bonito Sunset Beach Resort. The $349.00 fee that was paid to our agency for a one year membership has been refunded to Ms. [redacted] as of 02/27/2017.
The refund has been issued to the credit card on file that was charged at the time of purchase. The refund can take approximately seven (7) to ten (10) business days to be credited to the members account depending on her financial institution.
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 29 2016 Re: [redacted]  [redacted]Dear Sir or 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.Our records indicate that Ms. [redacted] purchased a SFX membership upgrade on May 12, 2016.  The cost of this membership upgrade was $1,999.00 with a down payment of $199.00 followed by eighteen (18) payments of $112.00 per month.Our records indicate that Mr. [redacted] did speak to his agent, Terrel requesting to cancel his membership.   Terrel informed Mr. [redacted] that the Customer Service department, who handles the cancellations was closed until 9:00 AM but that Terrel would have a CS representative call Mr. [redacted].  The customer service agent, Francisco, did reach out to Mr. [redacted].  Francisco had to leave a message for Mr. [redacted] leaving his contact information.Our records further indicate that Mr. [redacted] called back on July 1, 2016 regarding his cancel request and spoke to one of our customer service agents.  Consequently his account was sent to cancellations and was cancelled with a full refund on July 5, 2016.  The refund consisted of the original down payment of $199.00 plus the two (2) payments of $112.00 paid into the account. The refund was credited back to Mr. [redacted]’s credit card used for the purchase ending in XXXX - - - - [redacted]  No further payments will be charged to Mr. [redacted]’s card.  We certainly apologize for any inconvenience this delay has caused. 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

Re:  [redacted] Case  # [redacted] Dear Sir or Madame: 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. Our records indicate that [redacted] and [redacted] were enrolled with a two (2) year membership in the Government Vacation Rewards program on February 6, 2015. Our records indicate that on March 6, 2015, the [redacted] made a reservation to stay at the M-Star Hotel [redacted] Airport for three (3) days commencing April 16, 2015.  The cost of this stay was $228.00.  Records further indicate that on April 13, 2015 the [redacted] cancelled this reservation and the $228.00 was refunded to their Star Card ending in 8526. Unfortunately, due to a system error, this refund did not reach the bank, and therefore did not post to the [redacted] account.  I have contacted the Manager of our finance/accounting department and he has completed the refund manually effective July 1, 2015.  Please allow seven (7) to ten (10) days for the refund to post, depending on the particular institution the [redacted] bank 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

Re: [redacted] Case # [redacted] Dear Sir or Madame:
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.
Our records indicate that Ms. [redacted] attempted to book air travel online several times; however she received an error message and it appeared that the booking was not complete. After receiving the error message several times, Ms. [redacted] indicated that she then purchased the airline tickets directly from the airline. Due to our system error, the booking was completed and the charge of $296.70 was made to Ms. [redacted]’s credit card.
Due to the fact that Ms. [redacted] purchased tickets directly from the airline, we cancelled our ticket and have issued a check for a refund in the amount of $296.70. Please allow seven (7) to ten (10) days for receipt of the check.
We would like to thank you for the opportunity to clarify the status of this matter by allowing us to provide and explain the additional facts involved.
Sincerely,
Jannelle [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.
Regards,
Seong L**

I would love them to fix it but they havent reached out to me...and everything they said is lies I have phone records that would show I was on the phone with them and [redacted], them and [redacted], them and [redacted] foe almost 5 hrs...so there is no new fixed itinerary in my emails....so I for-see problems when we reach the airport 
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]

Re: [redacted] Case No. [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.
We have reviewed Ms. [redacted]’s concerns further and have found that Ms. [redacted]’s claim regarding the per person statement, is not accurate. In a review of the call Ms. [redacted] refers to, the aforementioned booking agent, [redacted], indicated to Ms. [redacted] that one of the cruise line promotion options included “a $75.00 excursion credit per port” not per person. He further stated “that would mean $75.00 times 9 ports, which would be a significant amount.”
According to Ms. [redacted]’s original claim, she booked five (5) shore excursions and she received the credit for four (4) of the excursions for a total of $300.00. Our position remains the same in this matter and we have issued the refund check in the amount of $75.00.
We would like to thank you for the opportunity to clarify the status of this matter by providing us with the opportunity to explain the additional facts involved.
Sincerely,
[redacted]
Resolution Specialist
Office of the President

November 7, 2017
Re: Martha D[redacted] Case # [redacted]  Our Account [redacted]
Dear Sir / Madam:
We would like to thank you for bringing Ms. Martha D[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.
Our records indicate that on October 31, 2017, Martha Daughtry purchased a RCI vacation package. The cost of this package was $2,499.00 payable at $329.00 down followed by eighteen (18) payments of $120.56 per month.
Based upon Ms. D[redacted] request to no longer remain in the program, and that her original request was received within the rescission period, we have canceller her membership effective today and issued a refund of the $329.00 deposit. The refund was issued to the credit card we have on file ending in 1029. Please note the refund can take approximately seven (7) to ten (10) business days to post depending on the financial institution Ms. Daughtry banks with.
Furthermore, we have taken Ms. D[redacted] feedback and provided it to the appropriate management to ensure we address any areas of opportunity with the service that was provided.
We would like to thank you for providing us with the opportunity to clarify the status of this matter by allowing us to explain the additional facts involved.

Sincerely,
Jannelle [redacted]
Office of the President

Re: [redacted] 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 Government Vacation Rewards Select Access Membership on January 5, 2015. The cost of the membership was $1,999.00, with a down payment of $99.00 and ten (10) monthly payments of $199.00. Mr. [redacted] claims he contacted our agency and spoke with Supervisor Jennifer and informed her he had lost his job and was unable to continue with his monthly payments. He further stated Jennifer would not allow him to cancel the service and he has subsequently been charged $199.00 for the past four months despite his request to cancel. Our records indicate that Mr. [redacted] purchased the membership extension on January 5, 2015, and paid the required deposit. On or about February 18, 2015, Mr. [redacted] contacted our agency to inform us he had lost his job and was unable to afford the membership any longer. He was offered the option of reducing the payments on the account, which he declined. Mr. [redacted] was informed that he was outside of the rescission, therefore, he could not cancel and receive a refund. Based upon Mr. [redacted]’ circumstances, it appears he cannot remain in the program and in the interest of customer satisfaction; we have cancelled the membership effective June 5, 2015, and issued a refund for $597.00. We have retained the $99.00 down payment and one (1) monthly payment of $199.00 made in February of 2015 as Mr. [redacted] called our agency to advise us of his financial difficulties after the payment had been processed for the month. The refunds were issued back to the credit card we have on file. Please note that the refund can take approximately seven (7) to ten (10) business days to receive depending on the financial institution Mr. [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

August 16, 2016 Re: [redacted] Case No. [redacted]Dear Sir or 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.Unfortunately, according to the information provided in Mr. [redacted]’s complaint, we are unable to locate any RCI vacation membership.  The phone number listed on the complaint rings only once and then nothing.  Multiple attempts have made, however all have been unsuccessful. It is possible that the membership may be in another name, phone number or email address.  The name, phone number or email address listed on the complaint do not pull up any RCI vacation membership for Mr. [redacted].  If Mr. [redacted] can provide us with his RCI membership number, or if the account is in another name, phone number or email address, this will enable us to research and resolve his claim.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 Brothers Resolution Specialist Office of the President

November 6, 2017
Re: Denise G[redacted]
Dear Sir/Madam:
According to our records, on June 26, 2017, Ms. [redacted] purchased an RCI Package Resort Certificate Extension. The cost of the extension was $399.00. Additionally, on June 26, 2017, a resort reservation was booked for the Mayan...

Palace Riviera Resort. The dates of travel were September 2, 2017, through September 9, 2017. The out of pocket cost for the resort after applying the resort certificate was $45.00, travel protection through CSA for $79.00, and $19.82 for service fees totaling $143.82.
Ms. [redacted] claims she booked the resort vacation but was not apprised of the terms and conditions of the insurance policy she purchased. Subsequently, she needed to cancel the resort booking due to safety concerns with US residents traveling to Mexico.
As a result, Ms. [redacted] filed a dispute with her financial institution, and on October 5, 2017, and our agency was subsequently charged back the $399.00. Furthermore, when Ms. [redacted] booked the resort reservation, she was sent the terms and conditions via email. The $45.00 and $19.82 were non-refundable in the event any cancellation was to occur. The cancellation protection that was purchased allowed Ms. [redacted] to file a claim and be reimbursed for or any penalties that were incurred due to the cancellation providing the reason for canceling was a covered reason in the policy. The provisions for canceling are outlined in the insurance policy that was emailed to her.
At this time, Mr. [redacted] has received reimbursement through her financial institution for the $399.00 extension fee; however, the $143.82 which includes the resort charge, travel protection cost, and service fees are not being reimbursed as the member was appropriately informed of the cancellation policies for both the resort stay and travel protection at the time of booking.
Best Regards,
Shannon P[redacted]

The company will need to send me an cashier's check to [redacted], because the account was closed.Thanks for all your help.
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]

Our response was larger than the word limit capacity. The response was sent to the [redacted] on Friday March 4th at 4:53pm. A costomer service member from the Revdex.com with be sending the response to you. Thank you, [redacted]Legal Office Assistant

September 30, 2016Re:  [redacted] Case  # [redacted] Our Account ID # [redacted]Dear Sir or 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.Our records indicate that Mr. [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on November 25, 2015.  The cost was $1,499.00 with a down payment of $99.00 followed by eighteen (18) payments of $89.78 per month. In Mr. [redacted] complaint, he expressed his frustration as a result of his inability to make his vacation reservations and the lack of customer service he felt he received.  We have reached out to him to advise him of his options and have assisted him in booking his resort reservations and his flight arrangements.  Furthermore, we have taken his feedback and provided it to the appropriate management to ensure we address any areas of opportunity with the service that was provided. It is our goal to provide our members with exceptional customer service.At this time, Mr. [redacted] has surpassed the rescission period to receive a refund and we believe that he has a better understanding of his program and how it works.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

[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,
[redacted]

February 22, 2016
Re: [redacted]
Dear Sir / Madam:
It is the claim of Mrs. [redacted] that upon purchasing the membership she was assured she would receive more than 50% off published rates. Subsequently, she booked her first trip at the Pueblo Bonito Emerald Bay Resort & Spa...

Hotel for December 27, 2015. However, on their day of departure, which was December 27, 2015 Mrs. [redacted] and her family arrived at the airport and learned their flight had been cancelled. She asserts that she contacted the agent with ample time to notify the hotel of their need to change their reservations. Mrs. [redacted] notes she spent nearly five hours on the phone only to have to call the hotel directly to make the reservation, but not before learning the rate at the property was lower than what she could get through Direct Buy Travel. Mrs. [redacted] confirmed that she received a one night refund for the date change at the hotel, but is requesting the second night be refunded along with the $2,499.00 she paid for her membership.
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 membership effective February 22, 2014 and a refund was issued for $2,499.00. The refund was issued back to the credit card we have on file ending in xxxx—3442. Nonetheless, no additional refund was issued for the second night stay. Our records reflect the property manager agreed to reimburse Mrs. [redacted] for only one night as a result of the date change. Per the terms and conditions no changes can be made to a reservation after 24 hours with the exception of a name change. The property granted the refund due to the extenuating circumstances. 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.
Best Regards,
Shannon [redacted]
Resolution Specialist
Office of the President