R L Sielaff

June 21, 2016Re: [redacted] # [redacted] Our Account [redacted] Dear Sir or Madam:Our records indicate that Ms [redacted] purchased an Explore Cruise & Travel vacation package on February 3, The cost of the package was $3,with $down payment followed by eighteen (18) payments of $per monthAs standard policy, we conduct a sales validation at time of sale that outlines the details of the vacation package During this validation, which was completed on February 3, at 10:AM, Ms [redacted] was informed that at the time of booking her cruise she would be responsible for any upgrade fees, booking fees, and any cruise line pass through fees, such as port fees and taxes Ms [redacted] was also informed that she could book her cruise at any time, however, the balance of the package must be paid in full ninety (90) days prior to sailingMs [redacted] booked her day Carnival cruise to Hawaii on February 3, departing from Los Angeles on January 16, This cruise was later changed to depart on October 15, to allow MsTravers additional time to pay off her package The additional fees charged at that time were for the aforementioned cruise line pass through fees and the booking fee for a total of $ Ms [redacted] was required to pay a deposit of $456.17, which left a balance of $for her cruise, which was due June 2, 2016.Our records reflect that after the original down payment on the package of $195.00, plus fourteen (14) payments of $175.67, there was a balance on the package of $603.62, which was processed on June 2, paying the package in full Our records currently reflect that the package as well as the cruise fees are paid in full.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 27, Re: Keyana J [redacted] Case #Our ID # [redacted] Dear Sir/Madam: We would like to thank you for bringing MsKe [redacted] J***’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 concerning this matter We have reviewed the additional information provided by MsJ***, and upon further review, our position remains the sameI would direct MsJ [redacted] to review and read, in it’s entirety, the Sears Vacation Purchase Agreement she signed on March 9, As previously mentioned, the three (3) day rescission period is clearly displayed directly above her signature Also, as previously advised, if MsJ [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 $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

September 28, 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 According to our records, on April 5, 2016, Mr [redacted] purchased a [redacted] Vacations Direct Access MembershipThe cost of the membership was $4,with a down payment of $1,and two (2) payments of $1, In review, the account was cancelled on September 15, at the request of Mr [redacted] ; however, no refund was issued due to a discrepancy with payments on the accountFurthermore, 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,was processed to card ending xxxx--6064; $was processed to card ending xxxx--7337; and $was processed to card ending xxxx--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

March 4, 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 thoroughlyWe have reviewed and documented our findings, and we would like to provide you with the facts concerning this matter Our records indicate that Ms [redacted] received $in Savings Credits when she signed up at the Fiesta Mall to receive information on future travelThose savings credits were added to her account number [redacted] on January 10, and will expire on January 10, Ms [redacted] 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 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

August 23, 2016Re: [redacted] [redacted] Dear Sir/Madam:According to our records, Mr [redacted] booked a reservation on-line for the Sand Dunes Resort & Spa in Myrtle Beach, South Carolina for $1, The travel dates were August 19, to August 24, In additional, cancellation protection was purchased for $Mr [redacted] contacted our agency on July 29, 2016, which was days prior to cherequesting to cancel the reservationThe member was informed the reservation couldn't be cancelled as it was in 100% penalty and the cancellation protection can only be utilized if the cancellation request occurs days prior to the date of travelThe member was furnished with a confirmation of the reservation and terms and conditions via email at the time of purchaseIn the best interest of customer satisfaction we made contact with our supplier and they agreed to cancel the reservation without penalty A refund was processed in the amount of $1,back to the credit card we have on file In addition, we have processed an adjustment for the $in Savings Credits that were used on the reservation back into the members account to use toward a future vacationWe recognized the challenges that came along with resolving this matter and the unfortunate experience that was encountered by the Montero family, therefore, we have offered them an additional $in Vacation Cash for their patience as we worked to resolve their concernsLikewise, we have made contact with MrMontero and presented him with the resolution and extended our offerHe was most appreciative of the favorable resolution and additional compensation 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

[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 resolvedI would like a confirmation email that states that the account was canceled in full and I will not be charged for the remainder months of $ Regards, Amanda B***

May 17, Re: [redacted] Case No Dear Sir or Madam: We would like to thank you for bringing Ms***’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 According to Ms***’s complaint, she signed a contract while she was on vacation in CaboMs [redacted] has not purchased a membership through our company; however, we have a partnered relationship with Pueblo Bonito through our Lifestyle Collection Consequently, our company does not hold the contract referenced in Ms***’s correspondence, nor have we received any of her paymentThe request to cancel the contract needs to be sent directly to her home resort, Pueblo Bonito in Cabo 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

upon signing with Sears Vacations we had told the consultant we were the type of people who liked to go on spontaneous trips and that we were happy to use this deal so we could save money on that day that we needed hotels etcThe consultant had NEVER mentioned we could not do same day reservations or we would not have gone furtherUpon callin Sears I was told I should have known this being they were a travel agency; they lied by omissionI also told them that $would not be used due to their negligence of helping us when they were neededI do not feel this was resolved and tbst they lied from the beginning and makin is continue to pay for services that we will not be using

Regarding the response from ICE Enterprises, I accept part of it I appreciate the refund of the monies I paid for the reservation that ICE could not fulfill and the reinstatement of the resort certificate The part that I do not accept is that I was rebooked into [redacted] which I was not An agent from Our Vacation Center which works with ICE called me I was willing to look into another hotel as long as there is a cancellation clause if needed but nothing materializedOne of the problems with Our Vacation Center is that I cannot call and talk with an agent who contacted me They don't give extension numbers I have to send an email stating when I will be home In addition I have another reservation through RCI Our Vacation Center ICE for Oak and Spruce Resort beginning June I was told that I will not receive confirmation and that the resort will not receive the reservation until weeks prior to June I do not understand this whole process and I do not want to be told again later that the resort is not available It is difficult to plan when all is so vague[redacted] ***

March 23, Re: Marieta W [redacted] Dear Sir / Madam: We would like to thank you for bringing MsW [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 According to our records, MsW [redacted] purchased a Government Vacation Rewards Select Access Membership on December 30, The cost of the membership was $2,with a down payment of $and eighteen (18) monthly payments of $ It is the claim of MsW [redacted] that she spoke to several representatives trying to obtain the benefits that were promised to her, however, when attempting to use the service the information she was provided at the time of purchase changedShe indicated that after having the membership for a couple of weeks, she consequently had not received any satisfactionAs a result she contacted our agency and requested to cancel the membership and receive a full refund Based upon MsW [redacted] statements she did not wish to remain in the program and in the interest of customer satisfaction, we have cancelled the membership effective March 22, and a refund was issued for $The refund includes the deposit of $299.00, three (3) monthly payments at $and one payment (1) at $All refunds were issued back to the credit card we have on file ending in xxxx—Please note the refund can take approximately seven (7) to ten (10) business days to receive depending on the financial institution MsW [redacted] banks with and will be processed in separate transactions 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

June 12, Re: Melody Th [redacted] Dear Sir/Madam: We would like to thank you for bringing MsT [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 According to our records, on March 27, 2017, MsTh [redacted] purchased an RCI PackageThe cost of the package was $1,499.00, which she paid in full at the time of purchase In review, MsTh [redacted] contacted our agency on April 13, and requested to cancel the package due to her dissatisfaction with the upgrade fees, the cancellation period, and the lack of being able to book flights on lineShe was informed that a validation was conducted when she purchased and the details of her package were discussed at that timeConsequently, she was informed that she was outside of the rescission period and could not be refunded the cost of the package On April 13, 2017, MsTh [redacted] was transferred to GL***, who attempted to assist her by giving her various options to book a resort stayOur records indicate on April 14, MsTh [redacted] utilized her 7-day resort certificate and booked a stay at the Ocean Manor ResortThe cost of the stay after the certificate was applied was $The upgrade charges are based on availability, season, and location, which was reviewed during the validation Regrettably, we cannot refund the package price as MsTh [redacted] is outside of the rescission period and one of the certificates has been redeemedShe does have a cruise certificate that is available for use until March 27, 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

Re: [redacted] ***: We would like to thank you for bringing Mrs [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 matterAccording to our records, Mrs [redacted] ’ booked a resort stay at the Legacy Vacation Club Reno in [redacted] The dates of travel were from 7/12/to 7/19/There was no out of pocket expense for the stay as Mrs [redacted] ’ applied her resort certificate ( [redacted] ) to the reservationIt is Mrs [redacted] ’ claim that due to some surrounding circumstances, she booked an additional stay for the same dates noted above at the Wyndham Flagstaff in [redacted] Subsequently, she wanted to cancel the aforementioned stay in [redacted] ; however, she was advised upon cancellation that her “free resort” certificate would be forfeitedMrs [redacted] ’ stated in her inquiry that the terms and conditions she received does not indicate the resort certificate would be forfeited in the event of a cancellation, but rather that the vacation request is refundable up to hours from the time the request is submittedAs a result of this matter Mrs [redacted] has requested to have the resort certificate reinstated as the terms and conditions state that any monies paid to reserve this stay would be forfeited, not the certificateAfter review of this matter and in the best interest of customer satisfaction, we have honored Mrs [redacted] ’ requestWe have cancelled the resort stay at the Legacy Vacation Club Reno in [redacted] and reinstated her resort certificate ( [redacted] )The certificate will expire on 03/07/We would like to note that all reservations must be cancelled within hours of booking, otherwise any monies and or certificates applied to said reservation will be forfeited at the time of cancellationWe 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

After reading the correspondence from Shannon [redacted] ,I want to say she is a blatant liarThis company should listen to their own RECORDED conversations with clients so they can keep their lies straightIn response to her statements..Number #all my discussions with the employees have blamed me for NOT contacting them in Milan to be relocated (Maria) and had I done that they would have easily moved me to another hotel.Now she states that I contacted them and refused to moveNONSENSE! MY daughter nor I have any loyalty to the Carlyle B [redacted] Hotel..we stayed there based on their recommendation!Number the hotel accommodations INCLUDED a daily buffet breakfast ...I paid for that ; they did not COMP me anything...and #the ridiculous future cruise credits they offered requires me to use their services again in which I am appalled they would even think that is a possibility I am sure the only reason the company has reached out as incompetent as they are is due to the persuasion of USAA.They absolutely refuse to accept responsibility for the flawed hotel and their part in the misrepresentation of sameI have no choice but to leave the complaint as it standsGoing forward I do not want to be contacted by anyone else from this company.I want my name removed from all their mailing and survey lists and brochures and advertisements The company did not provide the quality that represents the USAA product and their customer service is as just sub-standard

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

February 9, Re: [redacted] Dear Sir/Madam: We would like to thank you for bringing Mr***’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, on May 27, Mr [redacted] purchased a Sears Vacation Select Access MembershipThe cost of the membership was $1,and was paid in full at the time of purchaseOne benefit of the membership was that Mr [redacted] would be entitled to 70,points to use toward future vacations It is the claim of Mr [redacted] that he used the 70,points to book a vacation, however, he had to cancel the bookingSubsequently, he wanted to book another vacation and use 20,points, but he was informed the points had expiredAfter a number of attempts to resolve the matter he was informed $in Vacation Cash would be added to his accountMr [redacted] was given until February 5, to use the Vacation Cash before it expired Our records indicate when the member logged in to the website on February 7, the Vacation Cash had already expiredWe reviewed the website activities of Mr [redacted] and determined he had not logged into the website for over a weekThe Vacation Cash was available for him to use during the timeframe we extended to himThe member stated he didn’t call us prior to the 7th of February because he was traveling As a courtesy and in the best interest of customer satisfaction, we have applied $in Vacation Cash to Mr***’s accountThe Vacation Cash will expire on February 28, 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

[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, Paul Y***

I am sure your records will show that I have called a number of times to try to resolve this issueI am not interested in you extending my vacation If you listened to my confirmation conversation you should pull the tape to listen to my conversation with Adrian P [redacted] and why I was not interested in reloading with GVROnly at his offering premiere service did I reload And that NEVER happened It is extremely unfair that I should have to pay for a service and cannot use the benefits Additionally months is not enough time, my children are in school and we normally do not travel while school is in sessionI am requesting a full refund as I have been requesting for some time now Look at the call record it shows that I have been diligent I am paying for a service not providedYour prices are higher than I can obtain through my own searching for dealsWhat am I paying forEven the little certificate you offers is only work $- $and almost always your are asking for additional monies and or points when using the certificate You best believe I am going to continue writing lettersI will present this issue to the media to let them know that this company should not be permitted to do businessAll they do it take advantage of current service members and retired service members.!! Please discontinue my select access and refund my monies as I have requestedThank you

Re: Erika Shaffe [redacted] Dear Sir / Madam: We would like to thank you for bringing 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, Mrs [redacted] purchased a Government Vacations Rewards Select Access Membership on December 30, The cost of the membership was $1,with a down payment of $and eighteen (18) monthly payments of $The membership also included 75,Reward Points, $2,Savings Credits, and $Annual Renewal It is the claim of Mrs [redacted] that at the time of purchase she was advised that she could use her Savings Credits toward Disney tickets and she could book accommodations for people and only pay the taxes and feesSubsequently, when she booked the hotel stay she was informed there would be additional charges in excess of $Furthermore, the Savings Credits cannot be applied to the Disney tickets as verified in the sales call that occurred between her and RRhodes on December 30, Since receipt of Mrs [redacted] ’s complaint our agency has attempted to reach the member to address her concerns, however, we have not successfully made contactOur latest attempt occurred on February 22, 20116, at which time we left her a message at her home number requesting that she contact our agency to further discussWe are requesting Mrs [redacted] contact our agency at [redacted] and speak with Edgard G., who is a Supervisor that will be working with Mrs [redacted] to resolve her concerns 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

Re: [redacted] # [redacted] Dear Ms***: 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 matterOur records indicate that Ms [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on March 27, The cost was $2,with a down payment of $and eighteen (18) payments of $per monthOur records reflect that Ms [redacted] contacted our agency to cancel her membership, however she was outside the rescission periodBased upon Ms [redacted] ’s request to no longer remain in the program, and in the interest of customer satisfaction, we have cancelled her membership effective May 27, and issued a full refundThe refund was issued to the credit card we have on file ending in [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 withWe would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involvedSincerely, Jannelle B [redacted] Resolution Specialist Office of the President

February 18, Re: [redacted] # [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 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 an RCI Vacation Package on April 25, The cost of the package was $1,with a down payment of $99.00, followed by twelve (12) monthly payments of $Ms [redacted] did book her cruise to Alaska on April 30, 2014; however, the resort certificate expired and Ms [redacted] was able to extend the booking date by paying the extension fee of $on January 13, Our records indicate that Ms [redacted] booked a resort stay at The [redacted] for a check in date of April 9, Unfortunately, there was a longer than time frame getting notification that the booking was not confirmed as the date selected was not availableAll funds associated with this booking have been returned to Ms [redacted] Our travel department has reached out to Ms [redacted] and re-booked her into The [redacted] to her satisfactionAs compensation for her inconvenience, and in the interest of customer satisfaction, we have also refunded her the $extension fee 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