R L Sielaff

November 21, 2016Re:  [redacted] # 11824800 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 October 18, 2016, Mr. [redacted] purchased a [redacted] Privileges membership.  The cost of the membership was $1,995.00 with a down payment of $495.00 followed by six (6) payments of $250.00 per month.We have reached out to Mr. [redacted] to apologize for any delay in cancelling his membership and issuing a full refund.  His account has been cancelled effective November 15, 2016.  The down payment of $495.00 and the first payment of $250.00 were refunded to his original credit card ending in XXXX - - - - [redacted]  Please allow seven (7) to ten (10) days for the funds to post to his account 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

[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 feel that it is unfortunate that these measures had to be taken in order to receive good customer service from ICE.  I hope that this company will take heed to the many complaints have been filed in addition to mine and improve their business practices.
Regards,
[redacted]

June 14, 2017
Re: Victor B[redacted]
Dear Sir/Madam:
We would like to thank you for bringing Mr. 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 December 29, 2016, Mr. B[redacted] booked a cruise through Marriott Cruise Points with MSC Cruises on the MSC Splendida. The cruise departed May 14, 2017 thru May 21, 2017.
Based on Mr. B[redacted] correspondence the reported complaints will need to be addressed with MSC Cruises directly. As of June 6, 2017 the complaints were forwarded to MCS Cruises on behalf of Mr. B[redacted] by our agent R. K[redacted]. Once the correspondence has been reviewed then MSC Cruises will follow up with Mr. B[redacted] to provide their findings and inform him of their proposed resolution. It will be at the discretion of the MSC how they will resolve the matter. Please note that it can take approximately 4 to 8 weeks to receive a final resolution from MSC Cruises.
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 27, 2017
Re: Keyana J[redacted] Case #12042737 Our ID # [redacted]
Dear Sir/Madam:
We would like to thank you for bringing Ms. Ke[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.
We have reviewed the additional information provided by Ms. J[redacted], and upon further review, our position remains the same. I would direct Ms. J[redacted] to review and read, in it’s entirety, the Sears Vacation Purchase Agreement she signed on March 9, 2017. As previously mentioned, the three (3) day rescission period is clearly displayed directly above her signature.
Also, as previously advised, if Ms. J[redacted] is still desirous of cancelling her package, she can do so by contacting our Customer Support department at ###-###-####. This will result in no future payments made, however, the initial deposit of $499.00 will be forfeited.
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]

September 21, 2016
Re: [redacted]
Dear Sir/Madam:
We would like to thank you for bringing Mr. Perkins’ 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. Perkins purchased a RCI Package on June 13, 2016 and the cost of the package was $1,799.00 with a down payment of $199.00 and twelve (12) monthly payments of $145.33.
In review, the account was cancelled on July 16, 2016, however, the refund had not been processed. As of today’s date September 21, 2016 a refund for $344.33 has been processed back to the credit card on file. Please note that since the original credit card has been cancelled the refund will go back to the current credit card providing the member still has an open account with the same financial institution as the original form of payment.
The refund can approximately seven (7) to ten (10) business days to be credited to the account, but can be delayed due to the change is credit cards.
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 see attachment

May 16, 2017
Re: Mary Th[redacted] Case # [redacted] Our Account # [redacted]
Dear Sir / Madam:
We would like to thank you for bringing Ms. Mary 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.
We wish to express our sincere apologies for any inconvenience Ms. T[redacted] encountered when activating her complimentary 7 night Mayan resort certificate. Prior to the release of the information to our members, the phone number was tested multiple times and no issue was found to exist at that time. We appreciate Ms. T[redacted] feedback and have escalated this to our maintenance team for immediate correction.
Due to the inconvenience, we have had Ms. T[redacted] certificate activated on her behalf, and she can book her 7 night Mayan stay by calling the booking department at 866-871-9181. Her certificate will expire ninety (90) days from today August 16, 2017. She will be able to vacation beyond that date, however, will have to have her reservation made by the expiration date.
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 B[redacted]
Resolution Specialist
Office of the President

While I appreciate the response provided by International Cruise & Excursion Gallery, Inc. concerning my complaint, I disagree with the information which the business provided to the Revdex.com as fact. It is untrue that the method of payment which I provided has expired, and I am certain that I provided the agent the correct card number and expiration date to begin with.  I challenge the business to produce audio proof to the contrary, and I resent the business making such a claim as the reason they have yet to refund me my money.  The expiration date on my method of payment can be verified, making the error on International Cruise & Excursion Gallery, Inc.’s end. On April 17, 2017 I contacted the Finance Department at ###-###-#### and when prompted entered ext. 2716.  The recording said the system did not recognize neither my home number nor my cell number, and it also said that ext. 2716 was not available at this time.  I have spent enough time and energy trying to get this issue resolved with this business.  Instead of me continuing to call and getting recordings and getting transferred to a multitude of people, I am requesting that someone from the Finance Department call me at my home number provided so I can update the expiration date.  I am making myself available to be reached at home the remainder of today (April 17, 2017) and all day tomorrow, April 18, 2017 in order to get this done.

Re: [redacted] 10802387
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.
According to our records, Mr. [redacted] purchased a Government Vacation Rewards Select Access Membership on August 19, 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 Mr. [redacted] claim that he was promised if he purchased the membership he would save money on select vacations, such as hotels, car rentals, and plane tickets. Nevertheless, he explained this was not the case and the membership costs were more than cost of purchasing a plane ticket and hotel directly from the competitor's site. Mr. [redacted] asserts that he trusted he should be able to purchase travel at a lower monetary value. As a result, he has requested a refund of the $299.00 deposit he paid.
Based on the statements made by Mr. [redacted] that he did not wish to remain in the program and in the interest of customer satisfaction, we have cancelled his membership effective September 9, 2015. A refund has been issued to the credit card on file ending in xxxx—[redacted] for $299.00. It may take approximately seven (7) to ten (10) business days for the refund to be credited to the account depending on Mr. [redacted] financial institution.
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,
[redacted]
Resolution Specialist
Office of the President

[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.  I appreciate the assistance and the expedient resolution of this complaint. Please be advised:There is a problem with the credit card that was used to pay for the down payment with [redacted] and Travel.  This credit card has been cancelled.  I do not believe the refund can be processed through this closed account, although I have not contacted my account provider at this time.  If it cannot be processed,  I would like a check in my name mailed to my residence for the $99.00 refunded down payment if possible.  If not, I would need to be contacted for my current credit card information.  
Regards,
[redacted]

I am disappointed that this business has been uncooperative, and unwilling to just cancel the transaction altogether, and realize a mistake was made.  I did not ask for any upgrade, and I did not know that was what this was about.  I just wanted to know why I received the notice regarding travel credits, and where they came from, and what they were for, what I was supposed to do with them.  When an envelope arrived with the payment information, I realized I did not understand that phone call.  When I called my credit card company about the charges, they told me they would check into the matter for me, and I was waiting to hear back about it.  My daughter has been helping me, and she decided to check again about it because when the next credit card statement came, my card was continuing to be billed.  So, we knew something had not been settled.  I don't want to do business with these cruise or travel people.  I am not satisfied with their response.  It does not resolve the matter that they want to keep my money.[redacted]

Re: Michelle [redacted] Case # [redacted]
[redacted]
Our records allow us to search for the account with the members name, phone number as well as their email address. Unfortunately we can find no account for Michelle [redacted] using the information provided in her complaint. Nor can we find...

her name on any log indicating she participated in the presentation.
Ms. [redacted] indicated that she participated with her husband. It is possible that her account is under her husband’s name, cell number or different email address. I have reached out to Ms. [redacted] using the phone number on the complaint, however have not heard back from her. If you could provide us with some additional information we would be happy to do some additional research to locate her account and resolve her concerns.
We would like to thank you for the opportunity to clarify the status of this matter.
Sincerely,
[redacted]
[redacted]
Office of the President

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]
  8

Hello there is no misunderstanding about any payments my wife and I made for the cruise vacation we purchased from RCI. Due too 2 hurricanes our destination was destroyed, and 2 of the islands we were to cruise to the docks was closed indefinably. We paid to sail to St. Thomas, St. Maarten, and San Jaun . Celebrity Cruise changed the Itinerary to different islands not asking us if we wanted to go there. We called RCI to cancel and were told that we would be penalized by Celebrity Cruise for cancelling and told us that if we cancel we would loose our certificate with RCI. Celebrity Cruise refunded us $753.67 of the $1056.67 that we paid them, and kept $803.00. Why did they keep $803.00 of our money? We cancelled in plenty of time for them to resale our spot and I'm sure they did.  What is RCI giving us of the $2100.00 that we paid them?  Why didn't the RCI rep tell us that we would be penalized from them for cancelling? How can just take $2100.00 for nothing?

September 28, 2016
Re: [redacted] 11727444
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 April 5, 2016, Mr. [redacted] purchased a [redacted] Vacations Direct Access Membership. The cost of the membership was $4,999.00 with a down payment of $1,667.00 and two (2) payments of $1,666.00.
In review, the account was cancelled on September 15, 2016 at the request of Mr. [redacted]; however, no refund was issued due to a discrepancy with payments on the account. Furthermore, there were secondary concerns surrounding our agency receiving the cancellation request within the allowed rescission timeframe.
In the interest of customer satisfaction, we will issue a full refund to Mr. [redacted]. Accordingly, we have processed three (3) separate refunds as follows; $1,367.00 was processed to card ending xxxx--6064; $300.00 was processed to card ending xxxx--7337; and $138.83 was processed to card ending xxxx--1796. All refunds may take up to seven (7) to ten (10) days to be credited back to each account depending on the financial institution.
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,
Shannon P[redacted]
Resolution Specialist
Office of the President

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. Our records indicate that Ms. [redacted] purchased a Sears Vacation Rewards Membership on May 1, 2015. The cost was $2,999.00 with a down payment of $299.00 and thirty-six (36) payments of $93.57 per month. Records reflect that Ms. [redacted] contacted our agency to cancel her membership, however she was outside the rescission period. Based upon Ms. [redacted] request to no longer remain in the program, and in the interest of customer satisfaction, we have cancelled her membership effective May 27, 2015 and issued a full refund. The refund was issued to the credit card we have on file ending in XXXX --- [redacted]. Please note the refund can take approximately seven (7) to ten (10) business days to post to her account depending on the financial 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

March 27, 2017
Re: Derrick T[redacted]r 1[redacted]
Dear Sir / Madam:
We would like to thank you for bringing Mr. 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 October 16, 2013, Mr. T[redacted] purchased a Carnival Registry Vacation Package. The cost of the package was $1,599.00. Mr. T[redacted] claims that the terms and conditions of the package were not explained to him at the time of purchase, specifically siting the cost of the port charges and government taxes when booking a cruise.
As a special courtesy, we have extended the expiration date on Mr. T[redacted]’s account and his remaining cruise certificate until September 23, 2017. It is important to note that our agency has already provided seven (7) complimentary extensions to Mr. T[redacted]’s account for various reasons. We feel we have gone above and beyond any reasonable expectations to rectify his concerns. Please note that we will not extend any additional extensions to Mr. T[redacted]’s account, as he is well outside of the rescission period and has had ample time to utilize the program via the original time period allowed and the previous extensions that we have granted.
Mr. T[redacted] needs to have the cruise certificate applied to a cruise booking with Carnival Cruise Line prior to the expiration date, but the actual date of travel can be completed at a later time. We have made Mr. T[redacted] aware of these terms and informed him that he is still bound to the original terms of use.
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

[redacted]August 16, 2016 Re: [redacted] Case No. [redacted]Dear Sir or Madam:We would like to thank you for bringing Mr. [redacted] MacDonald’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. MacDonald’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. MacDonald.  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

Dear Sir / Madam: We would like to thank you for bringing Mr. [redacted]’s correspondence to our attentionand 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. Mr. [redacted] was not fraudulently coerced into an exchange with SFX. When Mr. and Mrs. [redacted] purchased their timeshare, they received a free trial membership with SFX Diamond Rewards Vacations and the availability to upgrade the trial membership at any time. Our records indicate that on December 12, 2016 Mr. [redacted] spoke to one of our agents, Sam, who presented the benefits of upgrading his membership. Mr. [redacted] was excited about the many opportunitiesavailable through the membership and purchased the upgrade at that time.As standard policy, we conduct a sales validation at the time of sale, that outlines the details ofthe membership upgrade. At the time of validation, we obtain the authorization to make thecharges. Mr. [redacted] freely authorized the purchase, authorized the down payment of $299.00,and authorized the monthly payments. During the validation that was conducted by Shari on December 12, 2016, at 3:33 PM, Mr. [redacted] was advised that he had ten (10) days from the dateof purchase to cancel and receive a full refund.Our records indicate that on December 26, 2016, Mrs. [redacted] called and spoke to one of our Customer Service agents, George. She was very upset indicating that her husband purchased the membership without her approval. George made an attempt to advise Mr. [redacted] of the programand benefits as well as the terms and conditions; however, she got angry, made threats andsimply hung up.The sales agent, Sam, reached out to them and spoke to Mr. [redacted] on December 27, 2016. Mr.[redacted] informed Sam that he was still very happy with the membership, but that his wife wasdoubtful that they would use it enough because they liked to go camping. It was determined byboth Mr. [redacted] and Sam that Mrs. [redacted] did not understand how the program works. Sam indicated that he would send them an email providing details and information and if Mrs. [redacted]had further questions, Sam would be happy to answer any of her questions. Mr. [redacted] thanked Sam and they determined to leave the account “as is” until he spoke to his wife again afterreviewing the email. Mrs. [redacted] spoke to Sam again on January 19, 2017 insisting that she be allowed to cancel the membership and receive a full refund. At this point, Sam agreed to have the membershipcancelled and issue a refund. Unfortunately the cancellation paperwork was not completedcorrectly and the refund was not issued.In the interest of customer satisfaction, we have made an exception and cancelled themembership effective January 31, 2017, and issued a full refund. The refund will consist of two (2) credits, one for $299.00 and a second one for the first payment of $133.33. Total amount tobe refunded to the credit card ending in [redacted]. Please allow seven (7) to ten (10) days for therefund to post to the account, depending on the financial institution Mr. [redacted] banks with.We sincerely apologize for any misunderstanding that may have resulted in Mrs. [redacted]’snegative opinion of the program. It is our goal to provide our members with exceptionalcustomer service. We would like to thank you for the opportunity to clarify the status of this matter by providingand explaining the additional facts involved.Sincerely, Jannelle B[redacted] Resolution SpecialistOffice of the President