Complaints

This profile includes complaints for WHV Resort Group Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  WHV Resort Group Inc

  300 Rancheros Dr Ste 310 San Marcos, CA 92069-2969

  
• 

  Welk Resorts

  970 Northstar Dr Truckee, CA 96161-4204

• 

  WHV Resort Group Inc

  3400 West Victory Boulevard Burbank, CA 91505

• 

  WHV Resort Group Inc

  8860 Lawrence Welk Dr Escondido, CA 92026-6403

  
• 

  Welk Resort Hotel

  1984 State Highway 165 Branson, MO 65616-8936

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/17/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received notice that my complaint (case number ********) had been closed due to a list of reasons, none of which apply to my letter. There was no inappropriate language or duplication, there was sufficient information against Hyatt Vacation Group and it was type written it was type written so I know it was legible. I don't understand why you would just close my complaint without any research into it. This company is trying to make us remain members and pay for the maintenance of property that we do not even want. We have paid it off in 2009, but the maintenance fees have gone from 200 a year to 1900 a year. They want me to sell it but no one wants it. All I want to do is get it out of my name! Is this even legal? Please clarify why you chose to close my complaint. ********* ******

  

  Business Response

  Date: 09/19/2024

  Mrs. ******, 

  I do not show a prior complaint from you. I have reviewed your owner history. I show you, along with ******** ******, are owners of a Villas On the Green deeded week ownership contract with annual usage. We do not have an option to simply cancel your ownership contract on request.

  I do show you are registered with our exit team as of June 25, 2024. That is where you want to be.

  I show your owner obligations are up to date. It is important you keep them up to date to make sure, when the team gets to your spot on the exit list, you get an offer to exit your ownership. They will reach out to you via email with the offer. 

  Please feel free to reach out to me with any questions.

  Best regards, 

  Hutch *******

  Director, Customer Advocacy

   

• Initial Complaint

  Date:09/16/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were timeshare owners and had made upgrade purchases from **** Resorts. While on vacation at a resort, we were invited to another Owners Update Meeting which we attended on 03/26/2016, being told the meeting would be brief. The meeting instead lasted several hours. **** salespeople told us we needed to buy more points to book the times and locations we wanted and that we had to low of an amount of points to vacation they way were wanting to. Salespeople told us we were being offered a special deal which was good only for the day and would not be available to us at a later time. We were told maintenance fees would remain low. ******* and I were told we would be assigned a personal account manager to assist us with booking vacations. Salespeople told us the timeshare was in high demand. We were led to believe the timeshare was an investment that would increase in value with terms similar to real estate being used. We were told we could travel to resorts around the world at any time of the year through exchange companies but were not told about the associated fees. We were not told about additional fees and assessments we may incur. The rescission period was not discussed with us and we just felt rushed through closing documents with papers being gone through in a fast paced manner directly to signature pages and on. We have trouble booking accommodations after buying several upgrades even though were enticed into these upgrades by representatives assuring us these upgrades will correct our issues but never do. We have contacted **** for assistance but have been told to call the exchange companies and we end up going in a circle. We bought the upgrades because we were told we could then easily trade our timeshare for stays at other resorts and that we could easily rent time we did not use. We have not been able to rent our timeshare out as promised. We just want to be released from this contract with **** resorts and finances cancelled along with the contract.

  

  Business Response

  Date: 09/16/2024

  Mr. & Mrs. ******************* show your ownership contract was closed in November of 2023. You no longer have an active ownership contract.

  Please let me know if you need any further information regarding this matter. I can send you confirmation in writing, if needed.

  Best regards,

  Hutch *******

  Director, Customer Advocacy

• Initial Complaint

  Date:09/03/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for the debt with WHV RESORT GROUP. I do not have a contract with WHV RESORT GROUP. They did not provide me with the original contract as requested.

  

  Business Response

  Date: 09/09/2024

  ******************, 

  I show that you had a Term Lease contract with Welk Resort Group, which you agreed to on enter into on March 22, 2021, along with ***************************. Welk Resort Group was purchased 4/1/2021 and now goes under the name of WHV Resort Group.

  Our records show your term lease contract was closed on December 5, 2022. I have asked our financial services team to send you further documentation in regard to your Term Lease contract. 

  Best regards, 

  ********************

  Director, Customer Advocacy

• Initial Complaint

  Date:09/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon contacting **** Resorts to discuss exit options, we were informed that no such options are available at this time. Despite our repeated inquiries about when these options might be accessible, we have only received vague responses and no concrete information. This has left us in a predicament where we are obligated to continue paying dues without any clear pathway to a resolution. During the sales process, the representative provided assurances that the exchange process would be simple, with a wide array of high-quality resorts readily available to us. Unfortunately, we have found that the availability of these desirable resorts is significantly limited and primarily accessible only to those with highly flexible schedules. As a result, we are often left with low-quality trade options that do not meet our expectations or the standards promised at the time of purchase. The salespersons persuasive tactics and the misleading information regarding the ease of exchanges and resort availability have contributed to our growing dissatisfaction. We feel it is best to end our timeshare ownership with **** at this time.

  

  Business Response

  Date: 09/06/2024

  Mr. *********,

  I am sorry to hear about your frustration with your deeded week ownership. I show we responded to your prior requests to exit your ownership. We do have an exit team that has started operating. I show you are registered. They work on a first in first out basis and will reach out to you when they get to your spot on the exit team registration list. If you are on that list, that is where you want to be. They will contact you via email when they make you an offer to exit.

  You do want to keep your owner obligations paid in full, this includes your VOA Dues. If there is a balance owed when they come to you on the list, they will bypass you and go to the next person.

  We do want you to use the time you have paid for. Using your time does not change your eligibility to receive an offer to exit your ownership. 

  Please feel free to reach out to me with any questions.

  Best regards, 

  Hutch *******

  Director, Customer Advocacy

  Customer Answer

  Date: 09/09/2024

       We appreciate Mr. ********* response to our complaint and confirmation that we are registered with the ************* team.

  We would like to know what the average timeframe is before exit options are presented to us.

   Should we expect something in the next few days or weeks? Will this get carried into another year?

  Any more information you can provide us would be greatly appreciated. 

  thanks, **** and *** ***

  

  Business Response

  Date: 09/16/2024

  Mr. & **** *********, 

  I do not have a timeframe for your exit. I don't think you will receive an offer this year as they are close to year end and the release of maintenance fees for 2025, so I believe the next offer to exit will be for taking over usage in usage year 2026. One important step is to keep your VOA Dues paid in full, so you receive an offer when they get to your spot on the list. 

  Please feel free to reach out to me with any questions.

  Best regards, 

  Hutch *******

  Director, Customer Advocacy

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During a weekend trip, we were approached by a saleswoman for an hour tour of the facilities and amenities. During the tour, she discussed how exclusive and upscale a **** Resort Membership is, but she could see about pre qualifying us to be members. We expressed that we already had a timeshare ownership and were not interested. She spoke with a manager and came back with the offer that they would purchase our other timeshare and in doing so we would be a **** Resort member. As a member we can have more availability and amenities, but we could sell it back to **** if it didnt work out. An option that we did not previously have. We agreed and sent all of the documents. We attempted to follow up with the saleswoman and her manager leaving countless voicemails and messages, but all ignored. What we were left with was now two separate timeshares with outrageous maintenance fees. We have continuously reached out, but have been ignored. We feel we have been scammed and are not sure who to turn to.

  

  Business Response

  Date: 09/04/2024

  ************************, 

  I have reviewed your ownership, and I show you have been Platinum point owners since 2013. Are you stating your tried to liquidate an ownership when you purchased 11 years ago? Your owner notes do not show any mention of a property to be liquidated during your time as an owner with us, or any concerns about it not being liquidated.

  I am happy to have our team reach out to you and assist with usage if needed. Please let me know if you would like me to have one of our senior agents contact you directly.

  Best regards, 

  ********************

  Director, Customer Advocacy

• Initial Complaint

  Date:08/27/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since the inception of our ownership, our experience has been plagued by numerous challenges, significantly tarnishing what was promised to be an enjoyable and stress-free vacation arrangement. Initially, the sales process was filled with misleading information. We were assured of a high degree of flexibility, luxury, and financial savingsnone of which have materialized. The enticing prospect of exchanging our timeshare for desirable destinations, such as ******, was presented as seamless and cost-effective. However, the reality is fraught with obstacles, restrictions, and unexpected costs, making it nearly impossible to utilize the benefits initially promised. Further exacerbating the situation are the exorbitant maintenance fees and additional charges for exchanges, coupled with a persistent lack of availability for booking accommodations. These issues have transformed what should be a relaxing experience into a stressful and costly endeavor. The quality of accommodations often falls short of what was advertised, and the overall customer service has been consistently disappointing. The financial strain and emotional toll from these ongoing issues have reached a breaking point. The burden of ownership has overwhelmingly outweighed any perceived benefits. We recently contacted the Member and ************ Teams at Hyatt Vacation Club to discuss exiting the agreement and seeking reimbursement for our investment. We were informed that there are no current exit options available, although our interest was registered for any future opportunities. We explained that we were not willing to wait indefinitely for an option, but no one seemed willing to help us. We are seeking your assistance in facilitating my immediate exit from the timeshare agreement and securing a full reimbursement of all associated costs.

  

  Business Response

  Date: 08/30/2024

  *********************, 

  If you have registered with the exit team, that is where you need to be. We do not have a cancel on demand option for your ownership contract. I can confirm you are registered as of August 9, 2024. The team will reach out to you when they get to your spot on the registration list. We do not have an option for you to move to the front of the line. We do want you to use the time you have paid for, and our ************** team will assist you with vacation planning, if needed.

  Please feel free to reach out to me with any questions. 

  Best regards, 

  ********************

  Director, Customer Advocacy

  Customer Answer

  Date: 09/04/2024

  ******************, 
  
  Were really hoping to sort this out quickly because waiting around for an exit option just isnt working for us. We acknowledge that we registered to exit in August 2024, but theres no info on when we might actually see an option to exit. Could you let us know what kind of timeline were looking at? Also, were not interested in using the time weve paid for.We just want to get out of the contract as soon as we can. 
  
  Thank you, 
  
  ***** and *****************************

  

  Business Response

  Date: 09/09/2024

  *********************, 

  I do not have an estimated time for you. You are registered as of last month. The Exit Team will reach out to you when they get to your spot on the list. I show all of you obligations are currently paid in full. You want to keep them up to date.

  Where this is important is your VOA Dues. When you get your 2025 VOA ***************** you will want to pay that bill in full. If you enter into a payment plan the Exit Team will only see that you have monies owed, and then bypass you when they get to your spot on the list and go to the next listed owner. 

  Please feel free to reach out to me if you have a question.

  Best regards, 

  ********************

  Director, Customer Advocacy

• Initial Complaint

  Date:08/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I purchased a timeshare (Hyatt Vacation Club Platinum Program) from developer "WHV Resort Group Inc." last August 17, 2024. The Transaction happened in "The **** Resort" in **********. That same day, we changed our minds and decided to cancel the transaction. I emailed the agent that had handled the sale regarding our decision, aware that we can cancel per California's 7-day timeshare cancellation period. The email was sent on the 18th. I have also faxed the signed cancellation notice I had obtained from the agreement including the same email I sent to the agent to the developer's main office on the same day the 18th. I had received a confirmation that fax was sent. I also sent the same documents to the main office via registered mail with return receipt. The agent had responded on the 20th informing us he does not handle cancellation but will definitely inform his superior. Nobody has reached us to us yet regarding the requested cancellation and I am worried since we are only allowed 7 calendar days to cancel and this Saturday, the 24th would be the 7th day.I have attached the letter, the cancellation notice, the fax confirmation including the **** tracking number for your reference. Thank you

  

  Business Response

  Date: 08/26/2024

  **************,

  I can confirm for you that your contract has been cancelled. As part of the cancellation process, they will refund to you the monies you paid down to the credit card that was used or account you paid out of. 

  Please feel free to reach out to me if you have any questions.

  Best regards,

  ********************

  Director, Customer Advocacy

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been owners for over 20 years and have continuously encountered problem after problem. We remained hopeful that things would get better and tried to give them the benefit of the doubt, but each time we were disappointed. We tried to use our ownership, but after continuous disappointment and lack of availability our ownership became a significant burden. When Hyatt took over we were again hopeful that this would be a benefit and at least resolve some of the continuous issues, but it only brought about more problems. Although some fees are expected with ownership, the fees have become outrageous. The increasing maintenance fees are just no longer doable. In addition the parking fees, resort fees, security fees, safety fees, along with others were never part of the program and only added more cost. We have recently attempted to inquire about resolving or even terminating, but all of our communication has been ignored.

  

  Business Response

  Date: 08/26/2024

  Mr. ******,

  I do show you have been a long-time owner with us. I am sorry to hear you are frustrated. Your owner records show you have a fixed week lock off villa in our Villas on the Green Association at ****************************************, The ****.

  Your owner usage history shows you have used your ownership benefits for stays at our Escondido resort and to deposit your time for exchange travel on a consistent and continual basis from 2004 thru 2022. Your owner history shows 27 stays or exchange deposits over your 22 years as an owner with us. 

  We do not have a cancel on demand option for your ownership contract. 

  Can you confirm for me if you have registered your interest in exiting your ownership contract with our exit team?

  Best regards,

  ********************

  Director, Customer Advocacy

   

   

  Customer Answer

  Date: 08/28/2024

  Mr. ********************,

  I do appreciate you taking time from your day to address our concerns and while I do appreciate your attention, I am in no way demanding anything from your company. I was just requesting and trying to get more information.  I have been attempting to communicate directly with your company for months whether its phone calls or emails. Everything has just been ignored. I have been reaching out in good faith hoping and attempting to request what the steps are and what was needed in order to cancel. You will have to forgive my frustration, but I am disappointed that I had to even reach out to the BBB to communicate. I do also want to address the concern you mentioned of us exchanging our week. This was simply the only options that we had, but if you look at the actual benefits, you will see significantly less. I have emailed the exit team before, but I am not sure if anything would be qualified as registering interest. Thank you for you attention to this matter. Do you have a contact recommendation, I can use with your company? 

  

  Business Response

  Date: 09/05/2024

  ****************,

  Please check your email when you have a chance. I have sent you the information to register with our exit team.

  Please reach out with any questions.

  Best regards,

  ********************

  Director, Customer Advocacy

  Customer Answer

  Date: 09/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. ****************** reached out to me directly and was able to offer further assistance and communication. He gave me his direct contact information should I have any more issues. I have done as he has recommended and I feel that it will be executed in good faith.  
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have not used any services of our timeshare. We felt extremely pressured during the presentation, the agent kept using tactics every time we tried to get up and walk away such as "think about your family, this is an investment for your family's future". The cost per month is about as much as having a ********* everyday. In the end, she even had her manager come over and he was even more aggressive than her. We were served champagne during the presentation. It was only supposed to last about an hour and we ended up staying there all day. We got there in the morning and by the time we came out, it was already night outside. We didn't fully understand our agreement and all the terms were not explained in detail. We were in no way aware that there was a rescission period. They glamorized the idea of owning a timeshare and of course left out details that would sway us to not go through with this purchase. One of the points that the sales agent made was in regards to the rooms. We were told there was a washer or dryer in every room and when we stayed there once, there was no washer or dryer, so that was a lie. The sales agent told us if we purchased then we would be able to transfer, sell, or even rent out our timeshare. When they had finally conned us into agreeing to sign, they quickly took us downstairs to sign our contract. We are currently a family of six. The cost of living has definitely had an impact because when there isn't enough money for everything it definitely becomes a strain on one relationship. We are not expecting anything in return, when we just wanted to get out from this timeshare. I hope that the Better Business Bureau can help us in this matter. Thank you for your help.

  

  Business Response

  Date: 08/23/2024

  ************,

  I show that you became an owner, along with ***********************, back in November of 2018. Your contract shows it was closed in December of 2022. You no longer have an active ownership contract.

  Please feel free to reach out to me with any further questions.

  Best regards, 

  ********************

  Director, Customer Advocacy

• Initial Complaint

  Date:08/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are filing this complaint against WHV Resort Group concerning the timeshare agreement we entered into with their company. Despite our numerous attempts to seek assistance from the ************** and ************* teams at Hyatt Vacation Club and WHV Resort Group, we have regrettably not received the necessary support to address our mounting concerns. During the initial sales presentation, we were enticed with promises of extraordinary travel opportunities to various destinations worldwide, including access to all Hyatt properties, all facilitated through our points. However, the reality of our experience has been starkly different from what was initially promised. We have faced several critical issues, starting with the high-pressure sales tactics and misleading information provided during the sales process. Essential details, such as the need to deposit points in advance, restrictions on point usage, and limited booking windows for upgraded points, were not adequately disclosed at the time of purchase. We have struggled to secure accommodations due to the scarcity of desirable hotels available through the World of Hyatt. Many hotels that were highlighted during the sales pitch, including MGM-owned hotels in *********, are no longer available for booking through Hyatt, further compounding our disappointment. The financial burden of the timeshare has also become increasingly untenable. The escalating maintenance fees and exorbitant interest rates have placed a significant strain on our finances. Despite assurances that the timeshare would lead to vacation cost savings, the opposite has occurred. This financial strain has not only limited our travel opportunities but also left us feeling deceived and manipulated. We are seeking the termination of our timeshare agreement and a full refund of all monies we have invested. The lack of transparency and support from this comapny has made it impossible for us to continue with this agreement.

  

  Business Response

  Date: 08/28/2024

  ***********************.

  I am sorry to read about your frustration with your ownership. I show you originally became and owner, along with your husband, in 2009. You both chose to upgrade your ownership twice, the last time being on June 12, 2022, and currently own ******* Platinum owner points with every even year usage. You have had very good success using your owner benefits for vacation travel. I show 1 call to our owner services team since your last upgrade, and no contact or questions about exiting your ownership in your owner history. You have used your owner benefits for 3 stays since your last upgrade.

  We do not have a cancel on demand option for your ownership contract and we will not be refunding you any monies paid toward your owner obligations. 

  I am more than happy to have a member of our team assist you with vacation planning, if needed.

  Best regards, 

  ********************

  Director, Customer Advocacy

   

  Customer Answer

  Date: 08/29/2024

  ******************** response is full of lies. I have been inquiring about exiting my timeshare since early January. I was originally told that I would have to try to sell it or let my timeshare go into default and get foreclosed on. The main reason I reached out in January is that I was really unhappy about not being able to use my points with the World of Hyatt. I even talked to people on the phone about it. ****************** also suggests that we've successfully used our owner benefits. However, our experience has been anything but satisfactory, a point we've made clear in previous communications. The implication that we have effectively utilized our benefits is misleading. Our attempts to enjoy the timeshare have repeatedly fallen short of expectations, which is why we have sought an exit. The suggestion that there is no record of inquiries about exiting is concerning, as I have made multiple attempts to exit. We chose to upgrade, anticipating better service and options, but unfortunately, our experience has not met those expectations. We ask that ****************** take another thorough look at our situation and all the communications we've had. We need out of this timeshare now. 

  

  Business Response

  Date: 09/06/2024

  ***********************, 

  I am sorry to hear you are frustrated by my response to your complaint. I reviewed your owner history and usage history myself and tried to address your specific concerns.

  Unfortunately, it is not possible to simply cancel your most recent upgrade transaction that occurred in 2022.  Currently, you have a mortgage balance of $19,988.41. Before the ownership title can change hands,it is necessary for your mortgage to be paid in full. You do have the option to list your ownership interest for sale on the external market, using the proceeds to help pay off your outstanding loan. Alternatively, if you are unable to meet the terms of your loan, then our financial services department will follow their established process for debt collection,eventually leading to default and a permanent revocation of your ownership interest.

  I have a genuine interest in helping you maximize the potential of your ownership interests.  Please let me know if you are interested in visiting any of our Platinum Point Program resort locations or travelling via exchange in the next year.  I am happy to liaise with our member services office to help plan your next vacation stay.

  Please feel free to reach out to me with any further questions.

  Best regards, 

  ********************

  Director, Customer Advocacy