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Re: [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 thoroughlyWe 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 Mr [redacted] ’s concerns and have found that he completed the online Sears Vacations webinarUpon completion a complimentary 7-night resort vacation certification was to be applied to his account within six (6) weeksOur records indicate a certificate was applied to account [redacted] ) and activated inside the indicated timeframeThe certificate entitles Mr [redacted] to book a resort stay in Mexico and other select U.SdestinationsTo redeem the certificate, he may contact [redacted] and one of our travel specialists can assist him with booking his vacation 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

[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 complaintPlease 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 $refunded down payment if possible If not, I would need to be contacted for my current credit card information Regards, [redacted]

August 10, Re: [redacted] , Case No11568428, 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, Mr [redacted] said to Justiniano that he would look into why the payments did not go through and would call us backMr [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, (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, 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 *** Any of the agents will be happy to assist him.Sincerely, Jannelle B [redacted]

Revdex.com: I have checked my account and the problem has been corrected via two separate points additions totaling the missing 14,points The business indicated that this was due to a failure of their autoload function, but that does not explain why this was not manually corrected after any one of the multiple calls I made to the business, nor does it explain why management never responded to either of my e-mails This was only corrected after I filed multiple online complaints including one to the Revdex.com

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 thoroughlyWe 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-Section 6(a) and page 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,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 packageHe may contact RCI Cruise & Resort Vacations at [redacted] ext***I am in the office Monday, Wednesday, Thursday, and Friday from 7:am to 5:pm MSTIf 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***

April 8, Re: [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 thoroughlyWe 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 vacation membership in our DirectBuy Lifestyle Collection on March 4, The cost was $2,with a down payment of $followed by four (4) monthly payments of $Total amount paid into the membership is $1, Based on her request to no longer remain in the program, and that her request was received within the rescission period, we have cancelled her membership and issued a full refund effective April 7, The down payment amount of $along with the first payment of $have been refunded to Ms***s Visa credit card ending in XXXX Please allow seven (7) to ten (10) days for the refund to post depending on the financial institution MsYost 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

October 3, Re: Anthony E [redacted] Case # [redacted] Our Account # [redacted] Dear Sir / Madam: We would like to thank you for bringing MrAnthony E [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe 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 February 16, 2017, MrE [redacted] contacted our agency to make a reservation for three (3) rooms at the Palace Station Hotel and Casino commencing November 22, for three (3) nightsThe cost of this reservation was $ Our records indicate that on or about August 7, 2017, MrE [redacted] again contacted our agency to cancel the reservations and receive a refundMrE [redacted] was within his cancellation period and was told he would receive a full refund We have cancelled the reservations and check # [redacted] in the amount of $was issued to MrE [redacted] on 9/26/This check was mailed to MrE [redacted] address we currently have on fileWe sincerely apologize for the delay and, for his inconvenience, we have credited the amount of $in vacation cash to MrE [redacted] accountThis vacation cash can be used for any future reservation MrE [redacted] makes through our agency, such as air, hotels, car rental, etcThe vacation cash must be used with six (6) months and will expire on April 3, 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] Resolution Specialist Office of the President

The statement received from the company about my bank not processing the refund is FALSE, my bank never received a refund to process as it is not the policy of [redacted] Bank to REFUSE nor NOT PROCESS a refund due to a clientThe truth of the matter is NO REFUND was submitted the three times the company said it was submitted which is why I didn't receive my refund at the timeAfter several phone calls to the company with a representative from my bank on the line to verify the information that the refund hadn't hit my account we finally got thru to a staff member that put the refund thru and sent an email to verify, it should NOT be that hard to get back money that was spent with a business and to incur fees for stopping payment on a refund check that was issuedI won't as well as will let everyone that I know will NEVER do business with this company again!

July 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 thoroughlyWe 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, The cost of this membership upgrade was $1,with a down payment of $followed by eighteen (18) payments of $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: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, 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, The refund consisted of the original down payment of $plus the two (2) payments of $paid into the accountThe 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 causedWe 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 4, Re: [redacted] Dear Sir / Madam: According to our records, Mrs [redacted] purchased a Sears Vacations Direct Access Membership on February 20, The cost of the membership was $3,with a down payment of $and thirty-six (36) monthly payments of $ It is the claim of Mrs [redacted] that upon purchase she was informed by her sales agent “Ali” that she had thirty (30) days to cancel, however, she asserts this information was not noted on the terms and conditions she reviewed on the contract itself, therefore she Googled the information and learned that she in fact only had ten (10) days to cancel providing that she sent in a fax, email, or called within the ten day windowMrs [redacted] explained that she had faxed and mailed her cancellation request and also made a call to our agency on 2/29/and subsequently learned that the she was outside of the recession period and could not cancel the membershipFurthermore, Mrs [redacted] felt the information provided about the benefits of the membership at the time of purchase was misleading at best and as a result she wants a full refund and confirmation of the cancellation Based upon Mrs [redacted] ’s s statements she did not wish to remain in the program and in the interest of customer satisfaction, we have cancelled the membership effective March 4, and a refund was issued for $The refund was issued back to the credit card we have on file ending in xxxx—for Bruce [redacted] Please note 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, Shannon P [redacted] Resolution Specialist Office of the President

November 7, Re: Martha D [redacted] Case # [redacted] Our Account [redacted] Dear Sir / Madam: We would like to thank you for bringing MsMartha D [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe 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 packageThe cost of this package was $2,payable at $down followed by eighteen (18) payments of $per month Based upon MsD [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 $depositThe refund was issued to the credit card we have on file ending in Please note the refund can take approximately seven (7) to ten (10) business days to post depending on the financial institution MsDaughtry banks with Furthermore, we have taken MsD [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] [redacted] Office of the President

"Yes, I did purchase the plan, only after making sure with the Agent that I could use the points for ANY resort/hotelNot just the ones they have in their CATALOGThe Agent (Colleen M***) assured me that that was the case and to call her directly if I had any problemsIt wasn't a lack of availability that stop me from using the program, but the company refusing to even attempt to get me prices for or make reservations for locations outside the of their catalog that I wanted to goAfter multiple complaints made to the company, they still did not contact me until I filed a Revdex.com complaintMrsG [redacted] did give me more points in an attempt to remedy the situationHowever, as I told her I didn't want the points I simple wanted the company to honor their obligation to meTo which she assured me that they wouldThe rep she assigned to me, did absolutely nothing to fix the problemAside from continuously keep repeating how they are the third biggest companyAnd when I told her I was not satisfied with her performance got upset and her attitude changed just like the othersAnother Rep called to say I could buy the points I needed to go on a trip I wanted with friends But I had to pay off my balance first on my plan with them to use themShe also had to call the partners in the company to get SPECIAL approval for the transaction and that this was not the way things would be on the regularThey just want their money for the plan! The company LIED about their ability to perform the way they stated, I WANT A FULL REFUND OF ALL THE FUNDS I PAID! They do not live up to their part of the bargain and are tricking MILITARY personnel into buying their plans.” ***

January 22, Re: [redacted] Case No [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 thoroughlyWe have reviewed and documented our findings and we would like to provide you with the facts According to our records, Mr [redacted] has not purchased a membership through our company; however, we have a partnered relationship with Destinos Unlimited through our Vida Vacations program Unfortunately, our company does not hold the contract referenced in Mr [redacted] correspondence, nor have we received any of his paymentThe request to cancel the contract needs to be sent directly to Destinos Unlimited at the following email address : [redacted] For your convenience, I have forwarded a copy of your complaint and request to cancel your contract to Tanya Moore 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, 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] ***

December 7, Re: [redacted] Case # [redacted] Our Account # [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 thoroughlyWe have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter As previously indicated, Mr [redacted] made a reservation on line using the RCI membership of MrMatthew ThornThe reservation was made on August 23, This was a non-refundable reservation with a late arrival checking in on November 11, Again, late arrival, checking in on November 11, When making a reservation on line, Mr [redacted] had access to the terms and conditions of the individual hotel in which he booked his reservationWhen making his reservation, he also agreed to the terms and conditions of the individual hotel Mr [redacted] appears to believe we are being unfair and refuse to return his moneyThose funds have been forwarded to the hotel to secure his reservationWe do not own, operate or maintain the hotels available in our inventoryMr [redacted] simply used our platform to secure his reservationMr [redacted] , as well as any other member would be subject to the terms and conditions of the hotel For the above reason, our position remains the sameUnfortunately, Mr [redacted] did not check in on November 11, 2016, late or otherwise 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 B [redacted] Resolution Specialist Office of the President

Tell us why here...April 4, Re: [redacted] Dear Sir / Madam: We would like to thank you for bringing Mrand Mrs [redacted] ’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe 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 receivedThe 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 MsAhumada 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

June 15, 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 thoroughlyWe have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matterAccording to our records, Ms [redacted] purchased a Westgate Cruise & Travel Collection Membership on June 11, The cost of the membership was $with a down payment of $and monthly payments of $ Ms [redacted] opted to pay the membership in full at the time of purchase It is the claim of Mrs [redacted] that one of the benefits of purchasing is she would receive $in credit, which could be applied toward vacation options, such as onboard credits and upgrades However, Ms [redacted] attempted to use said credit and was informed it had expired, which is a fact she states she was not made aware of Consequently, she would like to be able to use the credit as promised at the time of purchaseWe have reviewed Ms [redacted] ’s claim and as a result we have extended the $Vacation Cash credit on her account until 6/10/for customer satisfaction Ms [redacted] needs to make note of the expiration date as the credit will expire if not used by the date indicated and no further extensions will be grantedWe would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involvedBest Regards, Shannon P [redacted] Resolution Specialist Office of the President

April 6, Re: [redacted] Case # [redacted] Dear Sir or Madame: 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 thoroughlyWe 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] attempted to purchase air flight reservations via our on line platformOur web site is live linked to the airlines, who frequently change their pricingOur system will automatically update the prices, however, a member will get a “failed” booking or an “error” if trying to book during the updating periodIt appears that is what happened with Mr [redacted] Prior to booking any airline tickets, we complete a pre-authorization, or a hold, on the funds necessary for the air reservationIf the member receives an error or a failed booking the funds are not charged and the hold is released, which again is the case for Mr [redacted] In some rare instances it may take hours for the release of the fundsOur records indicate that there is no hold on any funds from 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, Jannelle B [redacted] Resolution Specialist Office of the President

Re: [redacted] We would like to thank you for bringing Mr***’ correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matterAccording to our records, Mr [redacted] purchased a Government Vacation Rewards Select Access Membership on January 5, The cost of the membership was $1,999.00, with a down payment of $and ten (10) monthly payments of $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 paymentsHe further stated Jennifer would not allow him to cancel the service and he has subsequently been charged $for the past four months despite his request to cancelOur records indicate that Mr [redacted] purchased the membership extension on January 5, 2015, and paid the required depositOn 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 longerHe was offered the option of reducing the payments on the account, which he declinedMr [redacted] was informed that he was outside of the rescission, therefore, he could not cancel and receive a refundBased upon Mr***’ 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 $We have retained the $down payment and one (1) monthly payment of $made in February of as Mr [redacted] called our agency to advise us of his financial difficulties after the payment had been processed for the monthThe refunds were issued back to the credit card we have on filePlease note that the refund can take approximately seven (7) to ten (10) business days to receive depending on the financial institution Mr [redacted] banks withWe would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involvedBest Regards, [redacted] Resolution Specialist Office of the President

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 thoroughlyWe 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, has been refunded to Mr [redacted] Discover card ending in XXXX - - - - [redacted] on May 18, The downpayment of $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