P I C S Investment Company

September 13, 2017 Revdex.com of Metro Washington, DC and Eastern PA 1411 K Street, NW 10th Floor Washington, DC 20005             Re:      [redacted] #[redacted] Dear [redacted]: We are writing regarding the complaint of [redacted] that...

was filed with your office on August 23, 2017 and transferred to our office for handling. The complaint is regarding [redacted]’s concern that he continues to receive a high volume of unwanted mailings, especially from the AARP service providers, even after his membership was canceled.  We have investigated his concern and welcome the opportunity to resolve this matter. AARP makes every effort to comply with stop solicitation requests. We apologize for any aggravation that these mailings may have caused him.  Our records indicate that a membership account (#[redacted]) was established in the names of **. and [redacted]. and [redacted] in April/2015. Our records also show that we received an on-line communication from [redacted] on April 5, 2017 requesting membership cancellation due to mailing inundation, and a reply was sent on April 10, 2017 confirming that his request was received and processed.  Unfortunately, due to an oversight by our representative at the time of cancellation, suppressions weren’t performed.  Therefore, as of today, September 8, 2017, I can assure you that the names of [redacted] and [redacted] and the following address have been added to all of AARP’s suppression files:[redacted] Bellingham, WA [redacted]We ask that he please allow 12 weeks for suppressions to take full effect.  We know 12 weeks sounds like an inordinate amount of time to stop mailings but we must explain that direct mail bearing the AARP name and logo include both our mailings and those of our member benefit providers.  While we are able to suppress our own mailings very quickly, ending those of our providers takes longer.  Our providers typically are on a three month mail schedule which means that on any given day, mailings for the next two months have already been prepared and set.  The first opportunity to remove names from the mailing list is in many cases the mailing set to go out in the third month.  For this reason it may take a provider up to twelve weeks to delete mailings to a particular address. AARP also distributes “generic” promotional pieces that are sent out in mass mailings as part of AARP’s overall membership acquisition program.  These pieces are neither addressed to nor targeted to a particular person or household.  They are inserted either in shared mail programs (bundled with other offers from other retailers or marketers) in the regular US Mail, or inserted inside a subscription newspaper or catalog.  Since these are mass inserts, we do not actually know if the person receiving them is already an AARP member or if they live in a 50+ household.  Although the language on some of these generic pieces has in the past included an offer to “Renew your membership,” we have since revised that to explicitly state “Join or renew.”If [redacted] should receive additional mailings after December 1, 2017, he may call me directly at ([redacted]) [redacted], and it would be my pleasure to assist him further.  We ask that he please have the mailing available, as each notice has specific codes that will help us suppress his name and address more effectively. If more convenient, he may send an email to [email protected] or mail it to the following address: AARP, Member Communications Ombudsman, 601 E Street, NW B7-225, Washington, DC  20049. Again, we would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.Sincerely,Angelo ** B[redacted]Member Communications Ombudsman

December 4, 2015 [redacted] Revdex.com
of Metro Washington DC   and Eastern Pennsylvania 1411
K St. NW, 10th Floor Washington,
DC 20005-3404 Re:       [redacted]...

[redacted]             Complaint ID: [redacted] Dear
[redacted]: This
letter is in response to a recent complaint to the Revdex.com (Revdex.com)
filed by [redacted]. In her complaint, [redacted] states
that she requested a refund from the AARP Travel Center from [redacted] for her hotel stay, but her request was only partially honored and her attempts
to follow up on the balance of the promised refund have so far been
unsuccessful. She additionally states that an AARP representative misunderstood
one of her requests and cancelled her AARP membership. AARP contracts with product and service
providers to make discounts, including travel discounts available to AARP
members. Neither AARP nor its affiliate is the travel discounts provider. [redacted]’s
complaint concerns the billing of an AARP-branded travel aggregator discount service. [redacted]
is the company providing the AARP-branded Travel Center Program;
thus, we have contacted [redacted] regarding [redacted]’s complaint for an
investigation and response.  As
of today’s writing, [redacted] is still in the process of researching this issue
and working towards resolution. I have spoken with a Supervisor with [redacted]’s
Escalations Team today, who has advised that they are in receipt of the case.
They expect to have it addressed be
able to provide a further status update by Sunday, 12/6 or Monday, 12/7. We hope this information and status
update is helpful. Should you have any additional questions, please do not
hesitate to contact me. Sincerely,                                                                               Jason F**                                      �...⇄ Member
Relations                                   �...⇄ ###-###-####                                  ...⇄ [redacted]@aarp.org

October 7, 2016
Revdex.com of Metro Washington DC &
Eastern Pennsylvania (Washington, DC)
1411 K St, NW 10th Floor
Washington, DC 20005-3404
Attn: [redacted] Re: [redacted]  ID: [redacted] 
Dear [redacted]:
This is a response to a recent complaint to the Revdex.com, filed by [redacted]. The issue is in regards to a trip [redacted] booked through the AARP Travel Center Powered by [redacted]. This complaint has been referred to me for investigation and response.
According to [redacted]’s complaint, she booked her travel through the AARP Travel Center from [redacted] with travel protection under itinerary number # [redacted] on May 11, 2016. Her plans changed slightly and she called [redacted] customer service on June 12th to change the dates of her travel. She has stated that at that time, the [redacted] customer service representative assisting her advised [redacted] that she had changed [redacted]’s flight to July 15th. [redacted] further states that the representative was taking so long that [redacted] had her cancel the hotel, yet she never received confirmation of the change. [redacted] then called June 21st to check on the status of her booking and a representative named ‘Hazel’ told her that since the flight was never booked, there would be a $200 charge to change the flight, as well as the cost of the flight would be more than what the previous representative had told her on June 12th
Please be advised that AARP contracts with providers to make products and services available to AARP members. Neither AARP nor its affiliate is the provider. When AARP receives a complaint such as the one that you forwarded, AARP will forward the complaint to the appropriate provider for feedback, research and/or response. Since it appears [redacted] used the services provided by [redacted] under the AARP Travel Center to complete her booking, we forwarded this complaint on her behalf to [redacted] for a handling and response.
[redacted] has advised us of the following, which we understand to be the information [redacted] also sent [redacted] in an email on October 3, 2016:
Per [redacted]’s records, [redacted] did, in fact, contact the AARP Travel Center Powered by [redacted] on June 13th needing to cancel her hotel reservation.
On June 22nd, per additional records, [redacted] contacted AARP Travel Center Powered by [redacted], advising that she did not receive a change confirmation for the flight. The agent she spoke with noted that the ticket status was still showing as open; however the dates were past-dated. The new dates for the flight should have been July 15th –July 17th and the agent needed to contact the next level of customer support for additional assistance; however, since [redacted] advised that she was not able to wait on the line at that particular point in time, she said she would call back.
On June 27th [redacted] located the call recording from June 13th, during which [redacted] requested to cancel her hotel reservation only. The agent she spoke with at the time asked [redacted] if she wanted to keep her flight the same and [redacted] said, “Yes.” Therefore the agent cancelled the hotel that day – June 13th - and processed a refund for [redacted] in the amount of $462.00.
On June 27th, [redacted] contacted [redacted] on [redacted]’s behalf and spoke with a representative named ‘[redacted]’, who advised that the ticket was still open. The ticket was refundable with cancellation fee of $200.00, or could be changed with fee of $200.00.
On June 27th, [redacted] contacted [redacted] to advise her that the ticket could be refunded with a cancellation fee of $200.00; however as [redacted] had purchased insurance it could be refunded without the fee being assessed. [redacted] was advised that the timeframe for the cancellation fee with [redacted] is five to seven business days and that the timeframe for the airline on the remaining amount of $321.20 would be approximately eight weeks. The customer understood and agreed to cancel her ticket.
On June 27th, [redacted] processed a refund for the cancellation fee of $200.00 and sent it to their internal queue for the submission of the refund.
We understand that [redacted] has further concerns she has shared with the Revdex.com on September 28, 2016. According to [redacted]’s additional concerns, she has stated that she has rejecting the previous response because she states that she wants her refund of $200.00 because she purchased trip insurance and [redacted] Airlines was supposed to refund $321.00 to her credit card, but did not.
As neither AARP nor its affiliate is the provider, we reached out to [redacted] again on [redacted]’s behalf for a handling and response.
[redacted] has advised us as follows:
On June 27, 2016, [redacted] ran the refund script and sent to the queue to process the refund minus the cancellation fee of $200.00; however it has not been processed the below information was also provided:
• [redacted] was refunded per the admin tools for the cancellation fee of $200.00 on June 27, 2016, to the credit card on file.
• On October 3, 2016, [redacted] contacted [redacted] Airlines ticketing, who advised that [redacted] needed to send the refund request to the queue [redacted] sent the refund request to the queue.
• On October 3, 2016, [redacted] re-sent the refund request to ticketing to process the refund.
• [redacted] has stated to [redacted] that they hope she understands that the AARP Travel Center Powered by [redacted] cannot expedite the timeframe for the airlines.
• The timeframe from the airline will be up to 8-weeks.
• The case number for all inquiries [redacted] has provided is *-[redacted].
We hope this information we obtained on [redacted]’s behalf is helpful. We apologize again for any inconvenience [redacted] may have experienced. Should you have any additional questions, please do not hesitate to contact us.
Sincerely,
Jason F** Member Relations
cc: [redacted]