Complaints

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:04/03/2023

  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.

  Entered ongoing search for vacation in June 2023 approximately 5 months ago. With no matches, I was informed by RCI that I would need to deposit more points. I did so (paying numerous fees) and then was told by RCI that I could not use the additional points until the start date of December 2023. Per our contract, "You may request check-in dates beginning AS EARLY AS ONE YEAR PRIOR TO or as late as two years (up to three years with deposit extensions) following the start date of Deposited Vacation Time". At some point, RCI changed the rules for newer members who signed a contract with the new rules that don't allow you to check-in "as early as one year prior". This does not apply to **. I have provided our contract information and been told by numerous people that they can't override their system to allow ** to use our legally entitled points now and they have refused to contact anyone who can fix the error.

  

  Business Response

  Date: 05/10/2023

  Dear **************:
  
  I am a ************* Specialist with ***********************************************.  Please be advised that your email of April 3, 2023, concerning the above referenced matter has been forwarded to my attention for further handling.  I write in response to your email.
  
  The dates tied to a deposited week with RCI has always been 1-year prior to the start date of the deposited week up to 2-years following the start date of the deposited week.  This is not a new rule and has been in place since before ************** joined RCI.
  
  A supervisor with RCI has been working closely with ************** on assisting her with her requested vacation destination. Several options have been provided to her for the month of June.  In late April, the member changed their dates to May and our supervisor has continued to work with her on a resolution.  This supervisor is the best option to work with on this matter so we will be closing the file on our end. 
  
  Thank you for giving ** the opportunity to respond to this complaint. 
  
  Sincerely,
  
  
  
  /s/ **************************;

• Initial Complaint

  Date:03/13/2023

  Type:Product 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.

  I received a the Subscribing Membership Renewal Notice in the mail indicating a prior balance due as of 2/16/2023 of $72.I called RCI and waited on hold for over 10 minutes. The *** explain the fee was for extending RCI points during the pandemic and per the RCI policy. When I asked to speak with someone about refunding the fee she indicated to send an email to feedback @RCI.com. No person at RCI would be able to resolve the issue via phone. I sent the email to *********************************** on 3/13/23 but the entire interaction prompted this complaint. As a consumer I don't appreciate being charged for something I did not agree to and/or for RCI to create a policy as an explaination as to somehow make this unauthorized fee acceptable. RCI should understand this type of fee/policy is not focused on customers, it focused on profits. In addition to charging a fee consumers did not agree to, RCI does not make available anyone to resolve the issue. Why I should spend this time trying to get RCI to do the right thing. Do better RCI.

  

  Business Response

  Date: 04/10/2023

  Please see RCI's response, attached.  Thank you.

  Customer Answer

  Date: 04/20/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:03/01/2023

  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.

  26 Feb 2023 $289.00 redemption fee On 26 Feb I called the RCI reservation number and entered into verbal contract (they state at the beginning of the call that it is recorded) with the RCI representative to reserve a 1-bedroom unit at ************************* from 6 to 13 October 2023. She took my credit card information and charged my account (screenshot attached) and said I would get a confirmation email shortly. I waited several hours and received no email so I called the number and had another representative look for the reservation under my account number. She said there was no reservation made and no payment received. When asked her to then book the same reservation that I asked for previously she said it was no longer available and only studio rooms were open. The studio was not available the dates I had originally requested. I sent an email to the RCI feedback address and was told the same thing no 1 bedroom units available for the dates requested on for the month of Aug and December now. This is the first time that I have been told misleading information from their reservation reps. *** even their customer service **** ****************** eCommerce Specialist was unwilling to assist in honoring my original reservation and provided no meaning for response except take the studio and pick a date 2 months before or 2 months after your requested date. They are running a verbal scan do direct customers to their low usage, less desirable locations while advertising and providing initial confirmation that they higher end locations are a possibility... until you go to complete the transactions. Then oh it just filled up or that one is eligible based on your Extra Vacation voucher.

  

  Business Response

  Date: 03/07/2023

  Please see RCI's response, attached.  Thank you.

  Customer Answer

  Date: 03/09/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  *****************************

  Regards,

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

• Initial Complaint

  Date:02/06/2023

  Type:Order 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.

  I have been an Odd Year Points member since 2016. It is really hard to get a reservation for a whole week. Today I found out that I am supposed to pay the *** fee in January, but I can't use my points until 11/01/2023. That means my points are only good for 2 months in the odd year. They said when I was paying at the beginning of the year previously, they were letting me "borrow" up to half of my points that would become available 11/1. That explains why I have to continuously pay to extend expired dates to keep my points. This is not what I was sold and I want out as they keep adding fees and increasing them. Also, I have to pay fees to whatever place I am able to get a reservation at. It is hard to get a week vacation scheduled because their listings usually only have one or two days open per week. Usually, I pay the fee at the beginning of the year and the points would show up as available in my account. This year they have not shown up. That is why I spent over 2 hours today trying to speak with a supervisor to see what was going on and why I was not told of changes in their policies. They never would let me speak to one. They changed their policies and I want out!

  

  Business Response

  Date: 03/22/2023

  Please see RCI's response, attached.  Thank you.

  Customer Answer

  Date: 03/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  This is all new information to me.  I am an Odd year Points Member.  That means, I pay my fee in January of the odd years and have full use of my points in the odd year.  If at the end of the year, I have any points left, I had to pay a fee to carry them forward.  It seems like it was always more than $36.  All this borrowing of points is absurd. 

  
  

  Why would I have to pay for something in January that are not good until October of that year?

  
  

  I am not allowed to make reservations until I have I have paid my fee.  By then, all the places I want to go are booked.  So, I have to settle for what I can get.  And, if I do not book at my resort, I have to pay a $150-225 cleaning fee to the other resort.  If I do book at my resort, I never get my condo.  RCI resorts are now owned by ******* and they give you the worst condo because you are not one of their members.  This whole program has changed since I joined and I want out of RCI.

  
  

  I still want my condo at Grand Palms.  I just want out of RCI because they have changed since owned by Wyndham.  RCI fees keep going up and up and I get nothing for them.  Please, just let me out of RCI and I will just use my condo at Grand Palms.
  
  Regards,
  ****************
  

  

  Business Response

  Date: 04/27/2023

  Please see RCI's response, attached.  Thank you.

  Customer Answer

  Date: 04/27/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:01/19/2023

  Type:Product 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.

  My sister is an RCI subscribing member, Marcia *****. We were planning to travel together on her week, previously deposited in RCI's system for an exchange, for a trip from December 11th -18th, 2022. I was to accompany her as a member of her party (party of two). Due to an unplanned, serious illness (Covid), my sister was not able to go.Rather than forfeit that week (due to expire), and the exchange service fee, she decided that I should go ahead and travel to VA. and enjoy the vacation, without her. The reservation was made, and the exchange fee paid by me, ($289) days earlier, because she was frustrated and confused by their website, When I arrived at the destination resort, I was refused the accommodation since I was not the name on the reservation. I explained the medical situation, which the clerk said was unfortunate, but not relevant. They could not accept me according to RCI's policy, as I was not the subscribing member.While I sat in the resort's lobby, my sister had to call the RCI company. She was told that she had to purchase a Guest Certificate in order for me to check-in.They charged my credit card, ($109) which they already had on file, for an unwarranted ***************************** claims that she "gave " me the week, so a guest surcharge/service fee was required. I was the one who checked in. The member, whose name was on the reservation, was not present.She was not physically able to travel! I was going to be in her travel party and staying with her at the destination. I was not planning on being her "Guest" and travel from ****** to ************ ** and occupy a two-bedroom resort room alone.I believe that the company was not acting ethically or fair under the circumstances in not allowing an ill member's remaining party/family member to travel on the subscriber's reservation. The following is the number given to my original complaint to the company.ref:_00D1aYP4f._5001P1Wn1PC:ref

  

  Business Response

  Date: 03/07/2023

  Please see RCI's response, attached.  Thank you.

  Customer Answer

  Date: 03/13/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  They will refund the fee in dispute.  It will be charged back to my credit card.  It will take awhile until the next credit card statement arrives.

  So at this time, I am unable to say if it was done.

  Regards,

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

• Initial Complaint

  Date:01/05/2023

  Type:Customer Service 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.

  I have been a member of RCI Platinum member for over ***************************************************************************************************************************** a phone number that doesn't work, and she was very helpful. So, have tried reaching someone to help me as i cannot verify my reservations for President's ***** have asked today 2 times to speak with a supervisor, 1st time on hold ***** minutes and was told to leave a message did that 10am this morning with my return phone number still no callback. 2nd call asked for a supervisor again on hold 27 minutes and finally hung up. The headquarters in *************************, ** no address and the phone number listed put me back to a customer service person. Another headquarters listed was in ********** and the phone number again was a customer service number. No one above a customer service employee speaks with you and supervisors apparently so busy with issues they do not call back. I would love for the *** ************* call me at ************.

  

  Business Response

  Date: 02/14/2023

  Please see RCI's response, attached.  Thank you. 

  Customer Answer

  Date: 02/14/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:12/29/2022

  Type:Product 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.

  Here is the situation. We made a reservation for a studio Partial Kitchen from December 25, 2022 to January 01, 2023 at Royal ********* Resort (Resort ID: **** ************************************************************************************ General Manager ************************* *********************). We checked in and we were assigned unit#****. During the check-in, we requested an upgrade, and we were told that we will be put on a waiting list, since a lot of people that should check in Thursday 12/22 and Friday 12/23 have not checked in yet because they must be stuck somewhere because of the Winter Storm/Blizzard affecting 2/3 of the country. We were confident that the next day we should have something. For the record my husband is 100% disabled with a chronic back problem and needs a separate room to sleep. The next morning on December 26, we went to the front desk, and we were told a different story: the front desk does not have the room availability, only the reservation does have it. Well, we called the reservation phone number to be told that only the front desk does have the room availability. At this point we were given the run around. We tried to contact the general Manager, but she does not work on Monday so there was no boby to talk to. Since the situation is NOT suitable for us, We had to find another place to stay - costing us almost $1300, see attachment and checkout See attachment.On Tuesday December 27, 2022, I talked with the General Manager ***********************, explained her the situation and she basically said, RCI got the money so you have to deal with them.SEE PROBLEM DESCRIPTION >> CONTINUATION IN ATTACHED FILE..This is a totally UNACCEPTABLE customer service..Once again, I never experienced such an avoidance and total disrespect from RCI **************** in 18 years of being a member!!!!!!I am requesting a RCI FULL REFUND of the week reservation from Dec 25 2022 to Jan 01, 2023.

  

  Business Response

  Date: 01/13/2023

  Please see RCI's response, attached.  Thank you.

  Customer Answer

  Date: 01/14/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  Thank you so much for your great help, as always. Much appreciated!

  Regards,

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

• Initial Complaint

  Date:11/16/2022

  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.

  Hello. I am a member with Sapphire Resort timeshare. I booked a trip with RCI on Nov 2, 2022 using my points and paying a $269 exchange fee. On Nov 11, 2022, my husband was taken to the ** for what turns out to be seizures. My husband has no history of seizures. In fact he is still in the hospital as of 11/16/22. He can not be released until he is seizure free for 24 hours. The reservations we had booked was for National Harbor, MD *** Club Nyndham National Harbor - 3 Nights Resort IDDM15 Confirmation number:551064383 Travel Dates: 14 Nov 2022 -17 Nov 2022 Transaction Date: 2 Nov 2022 Credits Value:4,950 | was hoping he would have been released by Sunday or Monday so we could have even checked in late. However that is not possible. I called RCI right away on Saturday but they were closed already I called hotel & asked if note could be added to reservation so they were aware that I made early attempts to notify them of what was going on. On Monday morning RCI stated they have a strict policy and that I am only allowed one cancelation. The previous cancelation was in April 2020 when the world was shutting down due to the Covid breakout.Now I am experiencing an emergency with my husband who is fighting for his life. I am not concerned with the points. I just asked for the refund for the exchange fee. I spoke to several people. ***** filled out the form for a manager to speak to me. ******* and ****** both denied my request. Even after I offered to submit proof from the hospital once he is discharged. This is a true emergency. Otherwise we would have happily completed our trip. However right now my husband's life is a priority. I think it's unfair that I am denied my refund due to circumstances that are out of my control. Sapphire Resort made numerous attempts to assist me with RCI however the trip was booked thru RCI. I did not cancel trip because I was hoping we could have made the trip even if it was for one night. However my husband hasn't been discharged yet.

  

  Business Response

  Date: 12/20/2022

  Please see RCI's response, attached.  Thank you.

  Customer Answer

  Date: 12/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Hello. I spoke to GEO Holiday several times regarding my concerns. GEO Holiday informed me that no such rule exist for GeoHoliday members who book directly with GeoHoliday. They also stated they did not accept the payment therefore can not refund me.  RCI was paid. They are two different companies therefore GEO Holiday has no control over RCI. Geo Holiday even made numerous attempts to speak to the management at RCI on my behalf. However RCI told GeoHoliday that they will not refund me and its RCI policy. So that is why I am rejecting the response made by RCI. Both businesses appear to be pointing the finger at each other. Should I cover myself and file a claim with GeoHoliday since RCI appears to be stating that GeoHoliday is denying my refund. I spoke to GeoHoliday and they have noted my account with the efforts made to speak to Management.
  
  The cancelation in 2018 was due to my pregnancy. My doctor said I was too far along and was worried about the **** virus. The 2nd cancellation was due to world wide pandemic crisis when the world was shut down. There was no way we could travel. So why is that being held against me. The last one is due to my husband being rushed to the ** on 11/11/2022 which they kept him for 5 days. All three situations since 2018 were all out of my control. There were numerous other reservations that were made and completed with no issues. In fact, I am losing over 20k points at the end of the year due to the points expiring. Its very unfortunate that I have to take so many losses when I am doing my best to use and maintain my membership. It is not fair for me to take so many losses. 

  
  

  I have attached a PDF showing my husband being admitted to **. We had every intention to complete this reservation. Even if we had late arrival. Last but not least RCI called me regarding the BBB claim and was very hostile. Stating the same thing she put in letter. I explained my side and she did not want to hear it. Very unprofessional. At that point, I did not understand her reason for calling me. I have no problem losing points for the reservations. However I would like to be refunded the money I paid. 
  
  And who in a lifetime have only one emergency? That is very unrealistic. Too bad I can not sell or get rid of this membership. Both RCI and ********** have failed me. Their customers mean nothing. 

  
  

  Regards,
  
  *************************
  

  

  Business Response

  Date: 12/29/2022

  Please find the response attached. Thank you!

  Customer Answer

  Date: 01/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Hello I called **** from RCI. Left a voicemail. She did call me back however I was at a doctor's ************ I called back and sent her an email to follow up.
  
  I was aware that was I given a coupon however I did not realize that it expires in 6 months. As of January 1, 2023, I have less than ***** points. I will not be able to book any trips this year therefore I will not be able to use the coupon. 
  
  In December 2022, I had ****** points therefore booked a trip for August 2023. I was thinking I would lose the points if I didn't use it. Come to find out, the points still expired and they deducted the points from Year 2023 leaving me with less than ***** points. It will be very difficult to book anything that low of points.
  
  So while the coupon seemed like a good idea, it actually turned out to not be a good idea or in my favor. Also keeping in mind that I paid another $199 for the fees for the August 2023 trip.
  

  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:10/06/2022

  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 owned a timeshare in ******************* that has a points exchange that was affiliated with RCI since 2010. In the early months of 2022, We received a letter from RCI saying that **************************** was being removed from affiliation and that we had until the end of the current membership month/year (in this case NOvember 30, 2022) to use almost ******* points. This is equal to several thousand dollars in vacation money that we have been saving for almost 10 years. During covid, obviously, we could not travel. Now that we can, we have been unable to due to my job schedule (I am a hospital physician). I have called RCI multiple times and asked if we can extend the points, transfer them back to **************************** for use, or be reimbursed for them and they say no. This is fraud and I wish to file a complaint. I want to be able to use my points for at least 24 months and I am willing to pay a reasonable extension fee, as I have in the past.

  

  Business Response

  Date: 12/14/2022

  Please see RCI's response, attached.  Thank you.

  Customer Answer

  Date: 12/23/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  We are working to set up an account that helps me get some of my points back

  Regards,

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

• Initial Complaint

  Date:09/22/2022

  Type:Product 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.

  I received a phone call from RCI out of the blue and without getting a single word in edgewise, I was asked if I got the letter they sent me and if not, I needed to set up an appointment to come to the Meeting in Macon. I outright asked where RCI supposedly sent this letter to me and they recited my home address which is quite disturbing, to say the least! I was further told when I asked for the number of the RCI ***************** they said, We don't know that number, we are just appointment setters. I proceeded to locate the RCI website and the customer service was a complete clown fest! I asked to speak to the corporate office and the woman said she was a supervisor and the highest I would ever speak to because **************** don't talk to people - but I could write them a letter. Let's lay this out, they call me at random, insist I own a timeshare, insist I attend a meeting, and when I asked for the corporate office, they all get amnesia about who they work for or how to contact them. At one point I was told I could speak to no one until I gave them a Member ID or some c*** and I said at least ten times " I HAVE NO MEMBERSHIP" so then, they state, I am wasting their time!! Really??? My number is on the do not call list and I was further told, that doesn't matter because they are calling about my membership. OK, so if I have a membership, then REFUND ME whatever it is you insist I paid, as I must have been completely out of my ever-loving mind when I supposedly bought it. So with that said, I believe, just the total waste of my time and the complete and utter annoyance of your so-called professional customer service and affiliate appointment setters, I think speaking to the corporate office for an explanation of the harassment and abuse I encountered is more than appropriate at this point. If that is the way you guys browbeat people into buying your timeshare, then I can most certainly say, you barked up the wrong Georgia resident. My Tolerance is Now ZERO!

  

  Business Response

  Date: 12/02/2022

  Please see RCI's response, attached.  Thank you.

  Customer Answer

  Date: 12/02/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.

  Because it was a two part complaint, I would like to outline, I did discuss with ******* on the phone about the fact that the **************** Rep I'd spoken to at ********************** when I initially called to report the fraudulent call, was a real problem, as I believe, had I been able to speak to someone in the **************** at that time or shortly thereafter, this scam could have been better identified and stopped. The customer service rep was obviously inexperienced and outright rude, so I do hope that when ******* says they are going to look into the failure of transferring the call to the appropriate persons, it is something they will take seriously.

  I do believe they are aware of the continued illegal use of their company name and I do hope that they will acquire an experienced IT tracker to pin this stuff down and put a stop to it, as they are correct in saying that it negatively affects their company name. I wish them good luck in solving this problem to avoid unsuspecting victims fall prey to the scams going on in their company name.
  

  Regards,

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