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I have had some issues with diamond too and from email addresses of other employees it looks like they use a simple email pattern of firstname.lastname AT diamondresorts.com I sent an email to their chairman (CEO?) stephen.cloobeck AT diamondresorts.com, though he did not respond to me directly, I did get a call from their customer service about a day later and the man on the phone was more concerned than any other people I had spoken to. Try it. ~Tracy