posted 06-04-2003 20:07               

I have had nothing but positive experiences and interactions with II until on or about may 23, 2003. Up until then I was a member in good standing. My II card showed my expiration date to be April 2004.

I was sent a 2 yr for the price of 1 renewal offer which my wife misplaced. I called II on or about 5/23 to see if they would still honor the offer. After some consultation, it was agreed they would. I gave the VC the info needed and my membership was renewed till 2006.

I tried getting on the net to shop for an exchange but I was told the site was being worked on. When I called June 3 to find out if all was well, I was told they worked on the site for 5 days. However they were now up and I still could not shop for an exchange.

I was told my credit card company had not accepted the prior given approval. I checked with my credit card company and they said it was news to them. In the meantime I was told by an II VC my membership had been locked out because of the credit card company's refusal to accept my approval.

I asked why had II not contacted me about this problem. II had the necessary data on my profile to reach me. MY MAJOR CONCERN HERE IS II SHUT ME OFF FROM THE INTERNET EVEN THOUGH I WAS A MEMBER IN GOOD STANDING UNTIL APRIL 2004. I told the customer rep if II had a problem with my renewal, they should have voided my renewal years of 2005 & 2006. The actions taken by II should not have affected my already paid for time which went to my April 2004 expiration date.

I told the cust rep I was denied of 10 days for which I had paid in full. Furthermore, if I had not contacted II about the internet site problem I was having, I probably would never have heard anything about this problem as II had locked me out of the site for which I was entilted. Get my drift here? :eke:

II's policy in essence says when I renewed and something went wrong, this was a whole new ballgame and it was appropriate for them to lock me out as I was potentially getting something from II for nothing. I tried to explain to no avail that I was not going to get anything for nothing until April 2004 which was my expiration date. From May 23rd to June 3rd, even though II had a problem with my renewal, I should have been allowed on the inetrnet shopping as I HAD ALREADY PAID FOR THIS TIME IN FULL UNTIL APRIL 2004.

In summary, I feel II needs to take a long, serious look at this unfriendly policy of theirs. Doing so will make them a more consumer friendly entity. Presently, this policy takes away from a customer in good standing something the customer is entitled to.

posted 06-04-2003 21:11               

quote:

---

Originally posted by frenchieinme

I was sent a 2 yr for the price of 1 renewal offer which my wife misplaced. I called II on or about 5/23 to see if they would still honor the offer. After some consultation, it was agreed they would. I gave the VC the info needed and my membership was renewed till 2006.
[/B]

---

Hey!!!!!!

How come my wife and I didn't recieve a two year for the price of one offer. What give here Craig!

Mike

posted 06-05-2003 01:34               

When the individual returned and the credit card payment was resubmitted all was well but what annoyed me most about this was that no one from either II or GVC made any attempt to contact me to inform me there was a problem in the first place. As it was the problem with the CC had been one of security which again I discovered accidentally when I tried to use the same card again and had a payment rejected - a quick call and security check cleared up the problem but I should have known sooner.

Now I can understand that in order to make exchanges an account needs to be in good standing but surely denying an individual access to the whole exchange area (even shopping) and not even informing that the action is to be taken without any attempt to remedy the situation is extreme.

Kitty

posted 06-05-2003 09:30               

When confronted with the situation you've described, they would attempt to contact you to resolve the issue. It is assumed that you wanted the renewal as you initiated the transaction in the first place. If we are unable to contact you, and the returned charge was for membership, your membership would be rolled back to the original expiration date.

I understand that you feel 10 days was too long to wait. I apologize for the delay but these transactions are prioritized based on the activity pending in the account. If the member was requesting travel for the following week, they would receive priority. Clearly it is our best interest to resolve these issues as soon as possible.

We are working on a solution to provide the ability to address these issues online. This may include the ability to provide an alternate credit card which would immediately update the membership status. I do not know when this project will be complete. It is on the books as a pending enhancement.

I hope this helps understand the process.

posted 06-05-2003 15:40               

quote:

---

Originally posted by KittyKat:
...I was basically bounced around between the two organisations before eventually being informed that the problem was with the exchange fee and that the one and only person who could help me and restore my account was on leave for 2 weeks!

---

I hope this problem was with GVC and not with II. It is poor planning not to have a backup for an employee who is on leave.