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:01/30/2023

  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.

  I am a 83-year-old woman who trusted that SMTN would try and sell my timeshares. It has been over 3 months and all I received was a bogus email saying someone was interested in my timeshare, which it looks like most of the people who posted reviews have received the same. I have not heard a single peep from this company in regards to either lowering the asking price or possibly some way they could help facilitate the sale. I have tried to contact the company via email and phone calls and never received a response. I would like my money back. I feel that I was taken advantage of.

  Business Response

  Date: 02/19/2023

  SellMyTimeshareNow's Customer Care manager is actively working with Ms. **** to resolve the matter with her directly. While we welcome the opportunity to publicly address our clients' concerns through the BBB, we recommend that clients first reach out to Customer Care at ************** so that we can better understand their concerns and more quickly resolve them to their satisfaction.

  Customer Answer

  Date: 04/11/2023

  BBB spoke with this consumer who has indicated that this complaint has been resolved to their satisfaction. 

• Initial Complaint

  Date:01/24/2023

  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.

  I gave Sell My Timeshares Now $7,500.00 to sell my three timeshares 17 February 2022. Mr. Jose T***** basically used high pressure tactics to get me on board to sell my timeshares. I gave the details to the timeshares and he stated how much to list the properties so I agreed. He even suggested I offer the properties together discounted since they were were the same location and few weeks apart for usage. I was told it a slow time for selling timeshares now but within a few months I should starts receiving offers. Months go by and nothing. I call, I email, I get absolutely no response. In July I received a call from customer service and was told give it more time. More time goes by and again SILENCE no responses. I email, I call no one answers. This man refuses to reply to messages nor emails left with him. Bottom line they took my money and gave the silence treatment, crooks, as others have stated I may have as well flushed my money down the toilet…….

  Business Response

  Date: 02/13/2023

  SellMyTimeshareNow’s Customer Care manager has been working
  to connect directly to Mr. *****. At this time, SMTN is actively working with
  Mr. ***** to review the details of his complaint and work towards a mutual
  resolution.  
  
  While we welcome the opportunity to publicly address our
  clients concerns through the BBB, we always recommend our clients first reach out
  to our Customer Care department at ###-###-####. We are confident we can
  address our clients' concerns and ensure a positive outcome.

• Initial Complaint

  Date:01/23/2023

  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.

  I signed up with SMTSN to sell my Marriott Vacation Club TS and paid a $500 deposit and agreed to pay 1198.00 once my TS sold. I received my first offer 1/18/23 from Timeshare Broker Services. When I spoke to Ryan Bishop, he informed me that they were not affiliated at all with SMTSN. I was also informed by Ryan that he presented an offer of 2500 to the prospective buyer in addition the buyer would pay all costs associated with the sale and transfer of the deed. He lied. When I received the contract, the sale price was listed as 4500.00 and I was being charged 2000.00 in commission in addition to the balance due to SMTSN of 1198. The commission price was not disclosed to me when I was presented with the buyer's offer or during any other discussions with Ryan. I was told that the buyer would pay all costs and there would be no additional cost to me except for the 1198 owed to SMTSN and would therefore net 1302, but when I received the contract the amount paid to me was listed as an estimate only and seemed to imply that I would have additional cost at closing. I have since found out that SMTSN and TBS are affiliated. I feel this is a scam perpetrated by both SMTSN and TBS. In August, I received a call from SMTSN asking if I would be interested in paying a company to be released from my Timeshare. I stated I was not interested and did not want my information shared with any companies wishing to charge me a fee to exit from the timeshare. I had to inform the representative of this several times before I just ended the call. However, I received a call from two companies shortly after, using high pressure tactics to get me to pay them a fee to get out of my timeshare. I refused. In checking my phone records, one of these companies was Timeshare Broker Services. I have since learned that both SMTSN and TBS work closely together and are known for using deceptive practices. When I called SMTSN to inquire as to why I was paying them 1198 when they were not the company who contacted me or the company selling the timeshare they also stated they were not affiliated with TBS, which again is a lie. The person I spoke with also informed me that my information is on the dark web. I did not agree to this and nowhere in the contract is this stated. I have requested that they cancel my account and remove my information from their database and the dark web. I would like my information removed from their database and my 500 dollars refunded if possible. They have done nothing but lie and misrepresent themselves.

  Business Response

  Date: 02/12/2023

  SellMyTimeshareNow’s Customer Care manager has been in
  contact with Ms. ******** to discuss her account and concerns with our
  services. We are happy to hear that her advertisement was successful in
  locating a buyer for her property. The sales price and negotiations are handled
  between our owners and Timeshare Broker Services, our preferred brokerage
  company. Throughout an owner’s time with SellMyTimeshareNow, we will work
  present our clients with any potential opportunities to sell or exit their
  timeshare that we are aware of, but it is just an option for our owners, and
  they are not required to pursue. SMTN does not post or sell any of our client’s
  personal information on any other platforms or the “dark web,” and we have
  reviewed this with Ms. ********. At this time, SellMyTimeshareNow considers
  this matter to be resolved.  
  
  While we welcome the opportunity to publicly address our
  clients concerns through the BBB, we always recommend our clients first reach
  out to our Customer Care department at ###-###-####. We are confident we can
  address our clients' concerns and ensure a positive outcome.

  Customer Answer

  Date: 02/13/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: SMTSN, still has not addressed my concerns and their response is deceptive. 

  1. SMTSN contacted me about a week ago regarding my complaint. I provided the Customer Care representative with the information she requested and she informed me that she would get back to me the following day. To date, I have not received a return phone call. She did state that SMTSN does not provide personal information on the dark web but could not provide me with an explanation as to why the SMTSN representative I spoke with would tell me that, nor could she provide me with an explanation as to why Broker Services were contacting me with an option for me to pay up to $4,000 to exit my timeshare after I explicitly stated to SMTSN on more than one occasion that I did not want to be contacted with these offers. She also did not provide an explanation as to why the SMTSN refuses to provide me with an answer as to how much of the commission will go to SMTSN in addition to the advertisement fee. Furthermore she failed to explain why all of my communications with SMTSN have been about me paying to get out of my contract with the Marriott and not about any potential sales.

  2. SMTSN’s response to my complaint is as deceptive as the rest of their practices. Yes, I am selling my timeshare, but I will be working directly with the Marriott who has decided to exercise their right of refusal. My timeshare has been on SMTSN’s website with zero offers for over a year, so yes, I accepted an offer of 2,500, however, when I received the contract, the sale price was listed as 4,500, not 2500, and I was being charged $2000 in commissions. Not once was I informed that I would be charged 2,000 in commission prior to accepting the offer and receiving the contract. I refused to sign the initial contract and was offered another contract that lowered the commission to 1,500. I accepted this contract because it is the only way, I can end my relationship with SMTSN. I have zero confidence that my timeshare will ever sell, on their website and I very much want to sever ties with SMTSN. The only way to do that was to accept the offer, but I would still very much like to know how much of the commission goes to SMTSN. I have asked that question several times and have yet to get an answer. The fact that I have not gotten an answer leads me to believe that SMTSN will receive a portion of the commission. If this is the case, then that should have been listed in my initial advertisement contract with SMTSN, or at the very least I should have been informed that this is the practice. I wasn't. 

  3. Lastly, It’s insulting to imply in their response that I did not contact SMTSN prior to contacting BBB. I contacted SMTSN three times prior to contacting BBB with zero results and I am still waiting for the customer care representative to call me back like she said she would. I don't expect that I will get any type of refund, but I believe strongly that I should. 

  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 03/09/2023

  SellMyTimeshareNow's Customer
  Care manager continues to work with Ms. ******** regarding her account and are
  actively working to resolve the matter with her directly. While we welcome the
  opportunity to publicly address our clients' concerns through the BBB, we
  recommend that clients first reach out to Customer Care at ###-###-#### so
  that we can better understand their concerns and more quickly resolve them to
  their satisfaction.
  

  Customer Answer

  Date: 03/16/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because it's a lie. SMTSN states in their response, they are working with me. One person called stating she would call back after she did some research and I never heard back from her or anyone else for that matter. They have done absolutely nothing to resolve my complaints or concerns. As far as contacting them directly, I have done that several times. I requested that they close my account and so far they have refused to comply. I have requested a refund, they have also refused to comply. I have filed a complaint with the Attorney General's office. 

  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:01/19/2023

  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.

  Complete waste of money...I gave this company about 2k with promises of quick sell of my time share....was told timeshares similar to mine were in high demand and sold quickly!....and yet over a year later and not one offer...not one....only suggestions to drop price over and over, what is the point of this?! $2,000 for your ad to just sit of some site...scam.

  Business Response

  Date: 02/07/2023

  SellMyTimeshareNow appreciates Ms. *************
  for sharing her concerns with her subscription and services received thus far. SMTN
  is a marketing and advertising company that offers owners an online platform to
  get the best exposure on the internet for the resale of their timeshare. We
  invest heavily in search engine optimization and marketing technology to drive
  the most buyer traffic to our site, giving owners advertising through our
  service the best possible chance of selling their timeshare. While we cannot
  determine the timeframe of each individual success, and market conditions
  certainly do have an impact, we are committed to helping our clients until
  their interval is sold. Our Customer Care manager is working to connect with
  Ms. ************* to resolve the matter with her directly.
  
  While we welcome the opportunity to publicly address our
  clients concerns through the BBB, we always recommend our clients first reach
  out to our Customer Care department at **************. We are confident we can
  address our clients' concerns and ensure a positive outcome.

  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 resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *************

• Initial Complaint

  Date:01/18/2023

  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.

  Company is a scam. They make big claims initially about being able to sell your timeshare but then you can never get ahold of them again. I plan on disputing with my credit card company.
  DO NOT FALL FOR THEIR LIES!!

  Business Response

  Date: 02/07/2023

  SMTN’s Customer Solutions team has been in communication
  with Ms. **** regarding her active account. We appreciate her sharing her
  concerns and are continuing to work with her to market her ownership, but we
  cannot guarantee a timeframe for the sale of each individual property. We are
  actively working with Ms. **** to update her account with us and to take
  advantage of our company's use of advanced search engine optimization and
  marketing techniques, which drives the most buyer traffic to our site of any
  resale marketplace in the industry. Our Customer Solutions team will continue
  to work with Ms. **** and her property until she is able to successfully locate
  a buyer.
  
  While we welcome the opportunity to publicly address our
  clients concerns through the BBB, we always recommend our clients first reach
  out to our Customer Care department at ###-###-####. We are confident we can
  address our clients' concerns and ensure a positive outcome.

• Initial Complaint

  Date:01/17/2023

  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 were "promised" that our property would go for a significant amount based on their "market value" research (Approximately $15,000). After lowering the price four times down to $5995 and receiving five "inquiries" on our property where they say a broker will reach out after the buyer is legitimate. Nothing ever came of these "inquiries". On the website, these "inquiries" are labeled as "offers" and categorized as a "sale" which was very misleading because when you open it it says "inquiry", (NOT a sale and NOT an offer as it states on the page). We paid $1,995 for their services and are frustrated by their lack of work ethic and commitment to selling our property. They over-promise and under-deliver. We have been scammed and our family is now suffering the consequences.

  Business Response

  Date: 02/06/2023

  SMTN’s Customer Solutions team has been unable to connect
  with Ms. ****** thus far to discuss her concerns, but we are pleased to share
  that Ms. ****** has accepted an offer that was made through our platform and is
  in the process of completing the sale of her timeshare. We understand her
  frustration with the process but are pleased to hear her timeshare received a
  high level of interest on our platform. Regarding pricing, we are unable to
  guarantee the timeline of a sale or the price at which a timeshare will sell,
  but our team does provide insight regarding past sales to help owners determine
  their own asking price. We encourage Ms. ****** to contact our Customer
  Solutions team if she does need any assistance, but at this time SMTN considers
  this matter to be resolved.
  
  While we welcome the opportunity to publicly address our
  clients concerns through the BBB, we always recommend our clients first reach
  out to our Customer Care department at ###-###-####. We are confident we can
  address our clients' concerns and ensure a positive outcome.

• Initial Complaint

  Date:01/17/2023

  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 paid $1798.00 On February 2, 2022, to Sell my Timeshare now and they said they would do everything they could to help us sell our timeshare. Their company came recommended through a lawyer's office. The person who took our money talked it up really big like they were going to work hard to try and sell it. They basically set up a really rinky-dink webpage with info about our timeshare and NEVER contacted us again. We could have listed it ourselves on a website and saved money but we believed all the hype they told us about guaranteeing us they could sell it. We have tried calling them to find out what they are doing but they finally returned our call after we have tried to contact them for 10 months trying to figure this out. This is such a scam! When you go to their website and look at the listings they have of all the suckers they took money from , they are all the same and none of them ever sell. This is very unfortunate as they are just as bad as the timeshare companies themselves in taking people's money and then doing nothing to help. No effort

  Business Response

  Date: 02/06/2023

  SellMyTimeshareNow is pleased to share that our Customer
  Care manager has spoken with Mr. and Mrs. **** directly regarding their
  concerns and account with SMTN. We are continuing to work with them to market
  their property on our platform. Our teams work hard behind the scenes to deploy
  advanced search engine optimization and marketing techniques to drive the most
  buyer traffic to our site of any resale marketplace in the industry, giving
  owners the best chance of selling their timeshare as possible. While we cannot
  guarantee a timeframe for each owner’s individual success, we do guarantee to
  continue working with them until they are successful in finding a buyer for
  their property. Our Customer Solutions team will continue to work with Mr. and
  Mrs. **** on their account and do everything in our power to help them
  successfully sell their timeshare.
  
  While we welcome the opportunity to publicly address our
  clients concerns through the BBB, we always recommend our clients first reach
  out to our Customer Care department at ###-###-####. We are confident we can
  address our clients' concerns and ensure a positive outcome.

• Initial Complaint

  Date:01/06/2023

  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 a loved one of advanced age with severe cognitive issues. SMTN has managed to exact a large amount of money away from her with only a phone conversation. As of today, she still has no written or electronic contract in her possession. Though she has not the cognitive ability to engage in email or online communications, I as her POA monitor her old accounts. She has no recall or understanding of what she verbally agreed to over the phone. She has no paperwork that explains the services she reportedly is to expect. She has nothing from SMTN. I was able to locate them by the business name ‘Vacation Innovations’ from her checking account statement and from her phone log. A six week attempt as POA to rectify has been unsuccessful. Initially I was told this was easily “unpacked”, reversed. Multiple phone calls, often on hold for long periods of time, often never to speak to anyone. Then messages never returned, Eventually my case was escalated to upper management. Even with the knowledge of her cognitive disability, that she is incapable of making these type of business decisions, this last person had no intent to make this right. He stated that the 10 days of changing her mind were long gone. That SMTN has a recorded verbal acceptance from her, and that alone is legally sufficient for a binding contract. In fact, he was the same person who engaged my loved one on the phone. SMTN clearly has demonstrated unethical business practices with a disabled person even after given the opportunity to correct.

  Business Response

  Date: 01/25/2023

  SellMyTimeshareNow is pleased to share that our Customer
  Care manager has been in contact with Ms. ******* directly to discuss the
  concerns regarding the account she is assisting with. At this time SMTN is still actively working
  with Ms. ******* to review the details of her complaint and work towards a
  mutual resolution.  
  
  While we welcome the opportunity to publicly address our
  clients concerns through the BBB, we always recommend our clients first reach
  out to our Customer Care department at **************. We are confident we can
  address our clients' concerns and ensure a positive outcome.

  Customer Answer

  Date: 02/03/2023

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

• Initial Complaint

  Date:12/16/2022

  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.

  SMTN , Sell My Timeshare Now brokers, told me they could sell my timeshare. It would be posted on their web page, and the charge for this service was $2,000.00. That was 2 years ago.
  My order number with them is #******, and my add number with them is #*********.
  To date, they have not sold my timeshare, however, they have contacted me twice to see if I was ready to 'give it up' to them. I gave them the benefit of the doubt, thinking with Covid and all it may take a little time. But now I realize all they did was charge me to list my timeshare on their website while they waited for me to get fed up so that they could have me sign it over to them. They had no intentions of selling it for me. Talk about feeling cheated. I want everyone to know what a rip off this SMTN company is. They need to be stopped.
  If you need ANY other information from me, PLEASE contact me.

  Business Response

  Date: 01/04/2023

  SMTN’s Customer Care manager has been in communication with
  Ms. ***** regarding her account. We appreciate her sharing her concerns and are
  continuing to work with her to market her ownership. SellMyTimeshareNow is
  responsible for presenting our owners with any offers that are made on their
  property and do not control the amounts of those offers. Each owner is able to
  accept, decline, or negotiate any offers that are made. We remain dedicated to
  helping Ms. ***** find a buyer through our partnerships with industry leaders
  that work with buyers seeking ownership.
  
  While we welcome the opportunity to publicly address our
  clients concerns through the BBB, we always recommend our clients first reach
  out to our Customer Care department at **************. We are confident we can
  address our clients' concerns and ensure a positive outcome.

  Customer Answer

  Date: 01/11/2023

  
  
  Complaint: 18595646
  
  
  
  I do not accept the business's response as a resolution to my complaint because: I filed a complaint with the BBB against SMTN about a month ago. SMTN did contact me shortly after the filing my complaint, however, they still have not helped resolve the issue. In the last 4 weeks the only responses I get from SMTN are, "sorry about that", or, "let me check on this", or, "I will call you back". I paid SMTN $2,000 to help sell my timeshare. I was told the longest wait time for a sale was about 6 months. It has been 2 years. I would like for SMTN to do as they promised by either selling my timeshare, or reimbursing the fee I paid to them. ANY HELP is GREATLY appreciated. Feel free to contact me anytime if you need anything further from me.
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 01/20/2023

  SellMyTimeshareNow is pleased to share that our Customer Care manager has been in contact with Ms. ***** and has resolved the matter with her directly. SMTN now considers this matter to be resolved. 

• Initial Complaint

  Date:12/14/2022

  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.

  I listed three timeshares on Sellmytimeshare.com. I was told by their agent, Mike T********* that similar properties recently sold for a price that I selected which was already well below what I paid. Needless to say, this "service" is a glorified bulletin board and I could have saved the money and done it myself. This company should be shut down for fraudulent advertising and misappropriation of funds.
  
  I asked multiple times for a more structured process and they just kept telling me to lower the price. This was not what was communicated to me when I signed the agreement and paid the money.
  
  This is mail fraud, clear and simple and I expect some action here.
  
  ****** ***********

  Business Response

  Date: 12/22/2022

  SellMyTimeshareNow is pleased to share that our Customer
  Care manager has been in contact with Mr. *********** directly to discuss the
  concerns regarding his account. At this time SMTN is actively working with Mr.
  *********** to review the details of his complaint and work towards a mutual
  resolution.  
  
  While we welcome the opportunity to publicly address our
  clients concerns through the BBB, we always recommend our clients first reach
  out to our Customer Care department at 1-877-815-4227. We are confident we can
  address our clients' concerns and ensure a positive outcome.