Original Message:
Suggestions to handle credit card's response? (by Kimy N.):
Last month, we bought our 1 week/yr for 30 years TS in Mexico and just received the Certificate. While reviewing the Certificate, we realized that it was totally different from the Contract that we signed. I contacted the resort and sales rep. several time but nobody responded to my calls. While doing research, we also realized that we were illegally asked to sign away our rescission rights, which is illegal in Mexico. So I contacted my credit card (RCI Elite Rewards) and Profeco for helping us to cancel our contract due to deceptive and mislead information. After about a month, before hearing from credit card and Profeco, I received a revised Certificate last week. However, we still feel that the waiver of our rights is fraudulent. Because of it, we did not know that we can rescind our contract within 5 days. Therefore, we still pursue to have our contract cancels. Two days ago, (4 weeks from the date that we filed our dispute) we received a letter from our credit card (RCI Elite) acknowledged that they received our dispute claim. Today, I received a denial letter from our credit card denied our claim. It stated as follows: “…WE ATTEMPTED TO CONTACT YOU, BUT WERE UNABLE TO REACH YOU TO DISCUSS THIS MATTER. WE HAVE THOROUGHLY REVIEWED THE DETAILS OF YOUR DISPUTE, AND BASED ON THE INFORMATION WE HAVE RECEIVED, WE ARE UNABLE TO ISSUE A CREDIT FOR THE DISPUTED AMOUNT(S). WE RECEIVED THE DOCUMENTATION THAT YOU SENT IN RESPONSE TO OUR LETTER REQUESTING ADIDTIONAL INFORMATION. UNFORTUNATELY, THE INFORMATION THAT WE RECEIVED WAS NOT WHAT WE SPECIFICALLY REQUESTED OR WAS NOT COMPLETE. WITHOUT THE SPECIFIC INFORMATION, WE ARE UNABLE TO PURSUE YOUR INQUIRY FURTHER. AT THIS TIME WE CONSIDER THIS DISPUTE CLOSED AND THE FULL AMOUNT NOW DUE….” I am so disappointed about its response, however not surprised because this credit card (RCI Elite) had been applied and approved at the resort. It is an affiliation of these resorts. Therefore, there is conflict of interest. I think if I used other credit card, my rights as its customer would be vigorously protected. RCI Elite credit card lied to us. They said “we attempted to contact you, but unable”, in our letter, we gave them our home phone, cell and work phones which all have answering machines, but no messages left. We have given them information that proved this contract is a fraud - our contract which clearly stated what you bought; the incorrect certificate that issued to us later; the paper clearly stated that this is a non-refundable, non-cancelable contract, and penalty clause for cancellation, etc. They, on the other hand, did not sent any letter requesting any additional information. We intent to pursuit this case to reach a satisfaction solution by calling its customer service on Monday. In the mean time, if anyone has any suggestions or ideas how to handle this credit card’s response effectively, please help me. Thank you very much. PS. I still have not heard anything from Profeco for its results.