R L Sielaff

Re: [redacted] Case # [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 and our resolution concerning this matter.
Our records indicate that Mr. [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on November 18, 2015. The cost was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $117.56 per month.
Based upon Mr. [redacted]’s request to no longer remain in the program, and in the interest of customer satisfaction, we have cancelled his membership effective December 22, 2015 and issued a full refund. The refund was issued to the visa credit card we have on file ending in XXXX --- 9624. Please note the refund can take approximately seven (7) to ten (10) business days to post to his account depending on the financial institution Mr. [redacted] banks with. We certainly apologize for the delay and any inconvenience the delay caused Mr. [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

[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]

June 20, 2016Re:  [redacted] Case  # [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.We have reviewed the additional information provided by Mr. [redacted] and upon further review, in the interest of customer satisfaction, we have issued a full refund.The payment received after May 2, 2016 has been refunded to Mr. [redacted] Discover  card ending in XXXX - - - - [redacted] on May 18, 2016.  The downpayment of $199.00 plus the one payment that has not been returned previously, have now been credited to the above credit card.Please allow seven (7) to ten (10) business for the refunds to post 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.Sincerely, Jannelle B[redacted] Resolution Specialist Office of the President

March 5, 2018
Re: [redacted] Case # 12686736 Our Account # [redacted]
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.
Our records indicate that on April 21, 2017, Mr. [redacted] purchased a Member Travel Privileges vacation package. The cost of this package was $1,999.00 payable with $199.00 down followed by eighteen (18) payments of $109.00 per month.
This package included the following: five (5) hotel discount certificates; one (1) 7 night cruise for two; OR one (1) Premium 7 night resort stay, one (1) 7 day bonus resort, plus $700 in vacation cash to be used towards air fare or vacations. Mr. [redacted] did use 2 of the hotel discount certificates to stay at the Hotel Lake Buena Vista Resort Village and the Hotel Wyndham Garden Fort Walton Beach.
Mr. [redacted] has made the initial down payment of $199 and nine (9) payments of $109.00. We have reached out to Mr. [redacted] on March 1, 2018, and in the interest of customer satisfaction, have agreed to issue him a refund for the funds paid into the package less two (2) payments due to the two (2) hotel certificates that were used in the package. The refund can take 7 – 10 days depending on the 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.
Sincerely,
Jannelle B[redacted]
Resolution Specialist
Office of the President

Dear Sirs/Madams,I appreciate that RCI Cruise is willing to acknowledge and honor the verbal agreement made by their booking agent, however what they are failing to mention is that the agent told me that the $75 credit per shore excursion was per person; this is actually stated in the recording they have of the phone call. Since I booked five (5) shore excusions for both my husband and myself, this means I should've been credited for $375 for each person, for a total of $750. Since I already received a credit of $300, this leaves $450 that I believe I am owed based on the original verbal agreement. If the company would be willing to issue me a check in the amount of $450 I would be happy to consider this matter resolved.Sincerely,Mrs. [redacted]

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] complaint, we are unable to locate any Government Vacation Rewards membership purchase. It is possible that the membership may be in another name, phone number or email address. If Mr. [redacted] can provide us with the GVR account number, or another name that might be on the account, this will enable us to research and resolve this claim. Mr. [redacted] phone number on the complaint is incomplete as well.
We would like to thank you for allowing us to clarify the status of this matter by providing us with the opportunity to explain the additional facts involved.
Sincerely,
Jannelle B[redacted]
Resolution Specialist
Office of the President

August 10, 2016 Re: [redacted], Case No. 11568428, Our Account ID # [redacted]Dear Sir or Madam:Our records indicate that Mr. [redacted] payments are set up on an autopay as he indicated.  Those payments are due on the third of each month.  Mr. [redacted] issue is a result of his payment not going through when our system made the attempt to charge his credit card on file.  Consequently, when Mr. [redacted] credit card is declined, his certificates are blocked for use until the payment is made.  This was explained in detail to Mr. [redacted] when he contacted our agency and spoke to Justiniano on June 5, 2016.  Mr. [redacted] said to Justiniano that he would look into why the payments did not go through and would call us back. Mr. [redacted] did not call back regarding the reason for the payment decline.There was a previous issue with Mr. [redacted] account in May that has been resolved.  Apparently, when our system charged his credit card on May 3, 2016 (the payment due date), that particular payment cleared; however, the bank later reversed that payment indicating that they had paid the payment in error, which left Mr. [redacted] account delinquent at that time.  Mr. [redacted] bank sent the payment through on May 20, 2016, which brought his account current through the May payment.  The June 3rd payment, as mentioned above, was declined on June 3rd; however, it did clear on June 7, 2016.Our system has a feature for a one time request to skip a payment.  It appears Mr. [redacted] utilized that option on July 3, 2016, and skipped the July payment.  His account is now showing delinquent for the August 3, 2016 payment, and therefore his certificates have been blocked.  As previously mentioned, in order to unblock his certificates, he will need to bring his account current or make payment arrangements with our customer service department at ###-###-####, extension [redacted].  Any of the agents will be happy to assist him.Sincerely, Jannelle B[redacted]

Tell us why here...April 4, 2016
Re: [redacted]

Dear Sir / Madam:
We would like to thank you for bringing Mr. and 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 and our resolution concerning this matter.
According to our records, Mr. [redacted] has not purchased a membership for the Preferred Passport directly through our agency; however, we have a partnered relationship with Pueblo Bonito at Sunset Beach through our Lifestyles Collection program
Unfortunately, our agency does not hold the contract referenced in the correspondence that has been received. The request to cancel the contract has to be sent directly to the Sales Administrator Manager at the following email address:
Briselda Ahumada
[redacted].com.mx
Ms. Ahumada will be able to look into the matter and determine what the next steps are with regard to a resolution of this matter.
We would like to thank you for allowing us to clarify the status of this matter by providing us with the opportunity to explain the additional facts involved.
Best Regards,
Shannon P[redacted]
Resolution Specialist
Office of the President

March 4, 2016
Re[redacted] Case No. [redacted]
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 concerning this matter.
Our records indicate that Ms. ** received $200.00 in Savings Credits when she signed up at the Fiesta Mall to receive information on future travel. Those savings credits were added to her account number [redacted] on January 10, 2016 and will expire on January 10, 2017. Ms. ** can use the savings credits for her future travel and can access those savings credits on the website at [redacted]. Her Member ID is her email address and her password is the last 4 digits of her phone number.
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

July 7, 2017
Re: Sully D[redacted] Case # [redacted]  Our Account [redacted]
Dear Sir / Madam:
Our records indicate that on March 10, 2017 Ms. D[redacted] contacted our agency to make a reservation, and spoke to our agent, Jair. In reviewing the recorded call, Ms. D[redacted] indicated that she...

wanted a “lock out” unit and explained to Jair that was a unit that had 2 kitchens and separate area for privacy as there were 3 adults and 2 children.
Jair explained to Ms. Sully that the unit she was booking had only one kitchen, not two, had 2 separate bedrooms, 2 bathrooms, 2 living rooms and according to the website a full kitchen. Ms. D[redacted] spoke to her friend, who was in the background, for a minute and explained that the reservation had only one kitchen, and her friend, said that was fine. Ms. D[redacted] agreed and completed the reservation, knowing there was only one kitchen. The reservation was made for The Best Western Saratoga Resort Villas in Kissimmee, Florida.
I reached out to the resort today to clarify the issue regarding the oven top/stove. I spoke to Terry, who informed me that Ms. D[redacted] did have what they classify as a full kitchen. Terry indicated that not all of their full kitchens have both a stove top and an oven. The full kitchens all have the full refrigerator, stove top or stove top/oven, microwave, toaster, coffee pot, pots, pans and dishes. Terry reviewed the comments on Ms. D[redacted]’s file and indicated that there was no complaint filed by Ms. D[redacted], during their stay regarding any lack of cleanliness or any issues other than it not being a “lock out” unit.
Based on our findings, Ms. D[redacted] was aware there was only one kitchen, not two, and was provided a full kitchen by The Best Western Saratoga Resort, no compensation is warranted at this time.
Sincerely,
Jannelle B[redacted]
Resolution Specialist
Office of the President

Re: David [redacted] Case #[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. Our records indicate that Mr. [redacted] enrolled in a two (2) year trial membership to [redacted] and Travel on April 22, 2014. This trial membership included 1,000 savings credits to use towards booking his vacations. Records further indicate that Mr. [redacted] purchased an upgrade to that membership on June 26, 2014. The cost of that upgrade was $3,499.00 with a down payment of $399.00, followed by eighteen (18) monthly payments of $181.22. The membership upgrade included the following: (1) 7-Day Cruise AND (1) 7-Day Resort Vacation OR 1 3/4 Day Cruise and (1) 7-Day Resort Vacations ?Redeem your Travel Savings Credits on purchases ?Price Match Guarantee on all cruise, hotel, resort, and experiential vacation purchases ?Deposit Your Resort Week(s) for more Travel Saving Credits ?Purchase Great Getaway Weeks starting from just $49! ?Reduced Annual Renewal Based on the information provided in Mr. [redacted]’s complaint, he indicated that he was called by our company and told that his “maintenance” dues would increase and that we offered him a package that would cover and pay these dues. Our research indicated that when Mr. [redacted] spoke to our agent, [redacted], regarding the upgrade of his [redacted] and Travel Membership, they never discussed any “maintenance” fees, or the possible increase of “maintenance” fees. Mr. [redacted] purchased a time share from [redacted]. Maintenance fees for his time share are levied by, and payable to, [redacted] in Ocoee, Florida. The fees discussed by Mr. [redacted] and [redacted], were the annual renewal fees for the [redacted] and Travel Membership upgrade. Those fees are subject to an increase if an individual upgrades his membership, as Mr. [redacted] did on June 26, 2014. As a result of his upgrade, Mr. [redacted] was able to qualify for reduced annual renewal fees of just $29.00 for 33 years. Hopefully, this will clarify the fact that the “maintenance” fees are for Mr. [redacted]’s time share and are not payable to our company, but to [redacted] in Florida. Our records further reflect that the paperwork regarding the [redacted] and Travel Membership upgrade, purchased on June 26, 2014, were mailed to Mr. [redacted] on July 2, 2014, at the address we currently have on file, which is [redacted] Garrochales, Puerto Rico, 00652. I have requested that our distribution center resend the documents to Mr. [redacted]. Mr. [redacted] can check his account on line at [redacted] where he can view his Travel Credit balance, redeem certificates mentioned above, review membership benefits, and review terms and conditions. Mr. [redacted] should feel free to contact us at any time by calling ###-###-#### if he needs assistance with his account or wants guidance on planning a cruise, resort or experiential vacation. When accessing the web site, Mr. [redacted]’s user ID is [redacted] and his password is [redacted]. At this time, Mr. [redacted] has surpassed the rescission period to receive 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. Sincerely, [redacted] Resolution Specialist Office of the President

Re: [redacted]
Dear Sir / Madam:
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.
It is Ms. [redacted] claim that the amount that she has been refunded is not accurate. She asserts that the original amount was $1999, and that he additional amount she was owed is $1499. Ms. [redacted] claims that the refund that the company sent was in the amount of $1300 and some change. The amounts that Ms. [redacted] is claiming she is owed are not correct.
Upon further review, Ms. [redacted] purchased a membership for $1,999.00 on August 9, 2013, however she is past the rescission period for that membership and no refund can be issued for any payments that have been made. Additionally, when Ms. [redacted] upgraded the membership our agency waived charging her another $99.00 deposit and applied her $99.00 from her previously purchased membership from 2013 to the upgraded membership.
However, in the interest of customer satisfaction, we cancelled and refunded the upgraded membership she purchased on November 6, 2015. The cost of the membership upgrade was $1,499.00. Our records reflect that we applied the $99.00 down payment on November 6, 2015, charged one (1) monthly payment of $77.78 on December 3, 2015, and charged one (1) final payment of $1,322.22 on January 4, 2016. To date we have refunded the respective amounts as follows: one (1) payment of $1,400.00 on January 13, 2016, and as a courtesy the one (1) down payment of $99.00 on January 28, 2016, totaling $1,499.00 in refunds.
We would like to thank you for allowing us to clarify the status of this matter by providing us with the opportunity to explain the additional facts involved.
Best Regards,
Shannon P[redacted]

Dear Sir/Madam: 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, Ms. [redacted] along with Ms. [redacted] purchased an Unlimited Vacation Club (UVC) membership upgrade on November 10, 2015.  The cost of this upgrade was $3,499.00, with $349.00 down payment, followed by eighteen (18) monthly payments of $190.00. Our records reflect that during the original sales call on November 10, 2015, sales agent Zachary informed both Ms. [redacted] and Ms. [redacted] that one of the benefits of the membership upgrade was the fact that each time they deposited one of their time share weeks with UVC, they would receive 1,000 savings credits to be used towards vacations and various merchandise.  Zachary further explained that the first time they deposited their week with UVC, they would receive a special bonus of a $1,000 airfare voucher.  That was only applicable on the first time they deposited their time share week. As standard policy, we conduct a sales validation at the time of sale, which outlines the details and the cost of the membership.  During this validation, the validator James reviewed the above information again.  According to Ms. [redacted] when she deposited her time share week, she was charged a $250.00 usage fee by her time share provider, [redacted].  Ms. [redacted] provided documentation of the charge and one of our supervisors authorized the additional credit of $250.00 in vacation cash to offset the $250.00 Ms. [redacted] paid to [redacted] for the usage fee.  The week deposit was completed and the $1,000 air fare credit was added to their account on December 2, 2015.  Total amount of credit was $1,250.00. Our records indicate that Ms. [redacted] spoke to our supervisor, Seraj, on December 4, 2015, explaining that they no longer wanted to remain in the program and wanted a refund.  Seraj agreed to cancel their membership with a full refund, remove the $1,250.00 vacation cash from the account, and request a refund of the $250.00 fee paid to [redacted].  Ms. [redacted] agreed and thanked Seraj. Our records reflect that the aforementioned membership was cancelled on December 4, 2015, and the original deposit of $349.00 was returned to Ms. [redacted] credit card that she used for the purchase that ended in XXXX – [redacted]  According to [redacted], the $250.00 usage fee refund was processed on December 9, 2015. We would like to thank you for allowing us to clarify the status of this matter by allowing us to provide and explain the additional facts involved. SincerelyJannelle B[redacted]Resolution SpecialistOffice of the President

July 6, 2017
Re: Deoneza G[redacted] 12[redacted]
Dear Sir / Madam:
We would like to thank you for bringing Ms. Gladden’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 May 27, 2017 Ms. Gladden purchased a Government Vacations Rewards Select Access Membership Upgrade. The cost of the upgrade was $1,699.00 with a down payment of $199.00 and fourteen (14) monthly payments of $107.18. The amount paid to date $306.18.
It is the claim of Ms. Gladden that she was dissatisfied with several aspects of the membership to include, price quotes were inconsistent, there were a number of issues with her reservations, and she was unable to speak to a supervisor. As a result, of these issues she has requested to be removed from the program.
In the best interest of customer satisfaction the membership upgrade purchased on May 27, 2017 has been cancelled. A full refund has been issued in the amount of $306.18 to the credit card we have on file ending in xxxx—2841 Exp. 5/17. The refunds will be processed in two (2) separate transactions and will be credited to her account within seven (7) to ten (10) business days depending on Ms. Gladden’s financial institution.
Best Regards,
Shannon P[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,
Maria H[redacted]

The matter has not been resolved and ICE doesn't have the correct facts.  It has been over 120 hours and as of 4/6/16, monies still have not been deposited into my account.  Please refund $3364.80 immediately!

December 19, 2017Re: [redacted] 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.In response to Mr. [redacted]’s most recent correspondence, Celebrity Cruise has the right for any reason at any time and without prior notice, to cancel, advance, postpone, or deviate from any scheduled sailing, port of call, destination, lodging, or any activity on or off the vessel, or substitute another vessel or port of call, destination lodging or activity.  Except as provided in Section 6(e) below, Celebrity Cruise shall not be liable for any claim whatsoever by the passenger, including but not limited to loss, compensation, or refund, by reason of such cancellation, advancement, postponement, substitution, or deviation.Section 6(e):In the event that a cruise (or the cruise component of a Cruise Tour) is canceled or terminated early due to mechanical failures.The above referenced terms and conditions can be located in the Cruise/Cruisetour Ticket Contract on page 3-4 Section 6(a) and page 4 Section 6(e); subsection I, ii, iii, iv.Additionally, we understand that Mr. [redacted] and his wife made payments towards the cruise and vacation package, however, we would like to provide accurate clarification as to how their payments have been applied.  In addition, we want to go over the cancellation penalties on the cruise booking and provide an explanation of the benefits that are provided for the $2,199.00 RCI Registry Vacation Package.At this time we are requesting that Mr. [redacted] contact our agency so that we may discuss this matter further and address any concerns about the payments that were made for the cruise and- vacation package. He may contact RCI Cruise & Resort Vacations at [redacted] ext. [redacted]. I am in the office Monday, Wednesday, Thursday, and Friday from 7:00 am to 5:30 pm MST. If we do not hear back from Mr. [redacted] in the next ten business day excluding holidays and weekends, then this matter will be closed due to lack of interest.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.Best Regards, [redacted] [redacted] Resolution Specialist Office of the President[redacted]

April 26, 2016
Re: [redacted] 11410164
Dear Sir / Madam:It is Mrs. [redacted]’s claim that as a long time GVR member she is entitled to renew at an annual rate of $19.00, but when she contacted our agency her account was renewed at a much higher rate than advertised on our website. Mrs....

[redacted] contacted our agency to inform us that we had made an error and was told the issue would be corrected, but the account would be suspended for a couple of weeks. Consequently, Mrs. [redacted] was charged for a membership extension rather than the renewal. As a result, she has requested her account be reinstated and all of her previous privileges and reward points be added to her account.
Our research showed that Mrs. [redacted] was inadvertently charged for a new a GVR Select Access Membership extension rather than being charged her annual $19.00 renewal rate. Mrs. [redacted] filed a dispute with her bank for $130.00 and $87.00. Subsequently, our agency lost the disputes on 4/12 and 4/25. To date all funds have been returned by her bank with the exception of $19.00 for the renewal fee. According to the records, Mrs. [redacted] paid a $149.00 down payment and $87.00 monthly fee totaling $236.00, but she only filed a dispute for $130.00 and $87.00, which totals $217.00, the credited amount was less the $19.00 for her annual renewal. I have adjusted the account to reflect the one (1) year renewal. The new expiration date is 2/11/2017. Mrs. [redacted] will not receive the 75,000 points bonus as she only renewed her account and the 75,000 bonus points are only given when a full account extension is completed.
We apologize in advance for any inconvenience this matter may have caused Mrs. [redacted] and we would like to thank you for the opportunity to provide additional details surrounding this matter.
Best Regards,
Shannon P[redacted]

From the very first communication related to my vacation with [redacted] Vacation Sales rep, I had mentioned there were 4 people traveling. When the booking was done by [redacted] Vacation Sales Rep, he had asked me for names and birth dates of the 4 people travelling for vacation. I had provided all 4 names and birth dates. I again asked if there was any additional fees and I was told numerous times that there is no additional fee. I'm sure on reviewing your recorded calls, you should be able to clearly hear the conversation and agree with my true statement. In [redacted] Vacation's response, they have mentioned that I have used Cruise Vacation. I have only used up the Free Cruise Vacation certificate which was provided as part of attending their seminar and not enrolling the membership. The cruise certificates that are part of the membership are still intact and unused.Please refund my hard earned money ASAP. [redacted] Vacation is a hoax and have sold many people like me on best wholesale vacation rates which in turn are worst rates even compare to retail online vacation rates. Thanks,[redacted]

July 29 2016Re: [redacted] Case No. [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.Our records indicate that Mr. [redacted] participated in our tour and presentation of the Sears Vacations Direct Access program and purchased a vacation package on November 7, 2015.  The cost of this package was $5,999.00 with a down payment of $599.00 followed by thirty-six (36) payments of $187.14 per month.The vacation package Mr. [redacted] purchased included a 7 day resort stay that needed to be booked within ninety (90) days of purchase.  Unfortunately, Mr. [redacted] called to make a reservation after the ninety (90) days and his certificate had expired.  We made an exception for him and extended his certificate which allowed him to book a 7 day stay at the Westgate Town Center in Kissimmee, Florida beginning April 23, 2016 to April 30, 2016.Our accounting and computer system is set up so that when a payment is not made on the due date, the certificates in the account are blocked for use until the payment has been made, and the account brought current.  When any account gets blocked for non- payment, the member will need to contact the customer service department to be able to get the certificate reactivated once the payment has been made.  Which was the case for Mr. [redacted] in June.  Mr. [redacted] contacted our agency on June 5, 2016 inquiring as to why his certificates were blocked.  The customer service agent, Justiniano, explained that his payment due on June 3, 2016 had not gone through and that his certificates automatically get blocked when that happens.  Mr. [redacted] said he would look into why the payment did not go through and call us back.  According to our records, Mr. [redacted] has not called back.Our system is also set up to periodically charge any payment that is in a past due status in orderto bring the account current.  Mr. [redacted] June 3rd payment went through on June 7, 2016.In reviewing Mr. [redacted] account, his July 3, 2016 payment did not go through and his accounts are currently blocked.  If Mr. [redacted] would like to make a change to the date of his payment, we are happy to assist him, as we want to make sure he has the most convenient payment date that fits his financial needs.  He can change his payment date on line at [redacted]m or he can contact our customer service department at ###-###-####.  Any of the agents will be happy to assist him with a payment change date.As previously indicated, Mr. [redacted] July 3, 2016 payment is currently past due and in order to unblock his certificates, he will need to bring his account current or make payment arrangements with our customer service department.  Should Mr. [redacted] choose not to do that, all moniespaid into his account will be forfeited. At this time Mr. [redacted] has surpassed the rescission period to receive a refund, and we are unable to honor his 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.Sincerely, Jannelle Brothers Resolution Specialist Office of the President