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As stated in a previous thread, I have a really bad case of a cold. Its so bad that when I walked into the break room where the flu shots were being administered, the nurse present said there was NO WAY I was going to get the shot (I was there for tea) and that I should go home.
Alas, I can't. I'm almost up to enough occurances for a verbal warning and I don't want to get into it.
Then I got THIS call and I thought I was going to die. At some point, however, I walked away victoriously.
I will complain for the sake of complaining
M: duh
CCL: confused crabby lady.
M: -intro sphiel, trying not to cough/hack/wheeze and just miserable yet fake-cheerful- And how may I help you today?
CCL: I am calling because, this is ridiculous. You got the dates wrong for my travel. I AM GOING TO WRITE A LETTER OF COMPLAINT!
M: I'm sorry to hear that. May I have the confirmation number please?
CCL: it is xXXXX99 BLAH!
M: You are checking in on 11/30 for seven nights, correct?
CCL and that's where YOU screw up! I am not paying such a ridiculous amount of points for a full week stay. I only want FIVE nights.
M: -scrolls page down- I'm sorry. I do see that you're paying 60k worth of points for a one bedroom condo in Las Vegas. I can assure you that is a five night's stay.
CCL: BULL! It says here a full week stay. I am GLAD I checked my e-mail blah blah blah.
M: Give me a moment please, and I will add up the points.
CCL: -huffing-
M: -confused for a moment. math adds up for 89k, pts say 70k w/o vip discount- Would you give me a moment please? I need to verify something with my supervisor.
CCL : I am printing this out and writing a formal letter of complaint. I cannot believe this. This is riduculous. I am sending this to corporate!
M: You go right ahead m'am, it is your inherent right as an owner to do so, and I can assure you each letter is read and taken very seriously. But before you do that, I do see that although the system states you're staying for seven nights, the point value reflects that you are, in fact, staying for 5 nights. Would you like to speak to my supervisor?
CCL: .....
M: .....
CCL: you mean I will have a room for those five nights?
M: That is correct. And believe me, I am thoroughly sorry that you were confused and that our system is glitched; I have received the same type of call a few times in the last two months and I assure you, the reservation is correct. It is simply a computer glitch and as to how or why it has affected you, I am unsure of.
CCL: But its only 56k that I paid.
M: -checks notes- Correct. I do see that the dates you booked are point saver nights and on top of that you booked within the thirty day window. Normally, the same unit for those same days is worth 70k and with your discount as a vip owner it is 56k.
CCL : well.... that's good... I'm still writing a complaint letter though.
M: Well you go ahead, m'am. Perhaps by doing so corporate will get the system checked. Have a good day!
cCL: -still crabby and pissed at not having anything to be mad over anymore- And you take care of that cold!
And you are WRONG!
G: I have been over charged. -insert long winded, nonsensical rant-
m: -as usual, checking notes- Well, I do see the confirmation you speak of and I do see your guests name.. however, the confirmation was originally booked for two nights and charged accordingly.
G: This is ridiculous! I booked the one night reservation while I WAS AT THE PLACE!
M: okay then, would you give me a moment Guy to check your history?
G: -huffing-
M: Alright, Guy, I do see where you booked that single night on the XXth of last month. I also see, however, where you booked two units for the same resort for the same length of time. I do believe you're confusing one reservation for the other. (note, I haven't stated point value of the one nighter)
G: but I was only to pay 18k, not 45k!
M: When you had previously booked the two, two night reservations at resort X, they had been done back in July, thus disqualifying you for your VIP discount. However, because the third reservation was done with 24 hours in advance, the point value was reduced by half and becaue it was a Sunday evening it was reduced even further, bringing it down to 18k. In fact, the booking date for THIS last night was on XXth of last month, which in fact, is the first night of your stay.
G: .....
M: meaning you booked three units at X resort. Am I correct?
G: yes.
M: And because that is the case, those charges are valid and do not need to be compensated. Do you have any further questions?
G: .... no.
M: thank you for calling My Company, have a good day. -hack.-
I DIDN'T BOOK THIS!
S: scammer
M: and how may I assist you this evening?
S: Yes, I'd like to know why my credit card was charged $25 dollars on x date.
M: It would be my pleasure to clarify the situation. Would you please hold for me while I check your account?
S: -huff-
M: -reads notes AND history- well, I do see that on X date you booked two reservations at X resort for a total amount of 4 nights going from room A to room B due to the inability to have you in a single unit.
S: I never boo-
M: Additionally, I also see that in the history of your transactions, as well as the notes written by a supervisor, that those same reservations were then canceled because you didn't agree with our policy of charging you a house keeping point fee per stay.
S: I NEVER booked it because of THAT reason. I did not agree with that policy. It is CRAP!
M: Well, I do understand that it is frustrating to have to pay two house keeping point fees for a single stay at one resort, but you must understand that because you are being required to change rooms for your stay, EACH room needs to be cleaned-- *every* owner gets charged for this necessity.
S: I UNDERSTAND THAT bUT I NEVER BOOKED IT! I NEVER PAID THOSE POINT RENTALS.
M: I do agree, you did not pay for those. The thing is, however, that the fee was for a RESERVATION, and although you did not keep the reservation, your cc was charged for having made it.
S: I NEVER MADE IT!
M: I must dissagree with you m'am, because unless the first reservation was made, we would not have been able to charge your cc. -- TAKE THAT! HA!-
S: but I am TELLING you, I NEVER booked it! If anything, I rolled those points with Y company!
M: -researches notes further- I do see where you did that m'am......and the fee would still apply wether you reserved a single unit or rolled points with Y company as you would still need to have a reservation/transaction point for such activity. And I see that when you booked a reservation in July, you used your last po--
S: I get XXX amount of points a YEAR!
M: I do agree with the fact that your contract states X and Y (maid points) but that has nothing to do with your reservation points. those points are awarded to you annually, one per XXK pts that you own and last a full twelve months... so even IF you had actually been awarded points in your rolling year, you *still* have to keep your eye on those Reservation points as they're done per Calendar year.
S: I HAVE XXX amount of Points to use every year!
M: and 4 reservation/trans. points for XXX amount of pts owned. Wether you make a reservation or roll points with Y company OR transfer points to another owner, you will still be charged ONE reservation transaction point for the first transaction of the day; you can make an unlimited amount of transactions through any business day after the first charge.
S: I DIDN'T BOOK THE GODDAMNED ROOM.
M: But you rolled points into Y company
S: ....
M: And *either* way, wether it was to book a reservation or make the transaction of rolling points with Y company, you would need to pay with a credit card at the time of the call because our system does not store credit card information to prevent fraud.
S: I pay my taxes every year automatically with my Credit Card. What do you mean you don't save that information?
M: My department doesn't; Financial services does and their system is completely different than my booking system. Believe me, there is *no* way we can save your credit card on file for such things like reservations and transactions...and your member guide clearly states all fees are non refundable.
S:.....
M: Is there anything else I can do for you today?
S: NO!
M: Thank you for calling my company, and have a GREAT day.
-- And may I add, the fact that I was sick prevented me from raising my voice...thus S lady got even *more* aggravated because I wasn't 'reacting'.
Alas, I can't. I'm almost up to enough occurances for a verbal warning and I don't want to get into it.
Then I got THIS call and I thought I was going to die. At some point, however, I walked away victoriously.
I will complain for the sake of complaining
M: duh
CCL: confused crabby lady.
M: -intro sphiel, trying not to cough/hack/wheeze and just miserable yet fake-cheerful- And how may I help you today?
CCL: I am calling because, this is ridiculous. You got the dates wrong for my travel. I AM GOING TO WRITE A LETTER OF COMPLAINT!
M: I'm sorry to hear that. May I have the confirmation number please?
CCL: it is xXXXX99 BLAH!
M: You are checking in on 11/30 for seven nights, correct?
CCL and that's where YOU screw up! I am not paying such a ridiculous amount of points for a full week stay. I only want FIVE nights.
M: -scrolls page down- I'm sorry. I do see that you're paying 60k worth of points for a one bedroom condo in Las Vegas. I can assure you that is a five night's stay.
CCL: BULL! It says here a full week stay. I am GLAD I checked my e-mail blah blah blah.
M: Give me a moment please, and I will add up the points.
CCL: -huffing-
M: -confused for a moment. math adds up for 89k, pts say 70k w/o vip discount- Would you give me a moment please? I need to verify something with my supervisor.
CCL : I am printing this out and writing a formal letter of complaint. I cannot believe this. This is riduculous. I am sending this to corporate!
M: You go right ahead m'am, it is your inherent right as an owner to do so, and I can assure you each letter is read and taken very seriously. But before you do that, I do see that although the system states you're staying for seven nights, the point value reflects that you are, in fact, staying for 5 nights. Would you like to speak to my supervisor?
CCL: .....
M: .....
CCL: you mean I will have a room for those five nights?
M: That is correct. And believe me, I am thoroughly sorry that you were confused and that our system is glitched; I have received the same type of call a few times in the last two months and I assure you, the reservation is correct. It is simply a computer glitch and as to how or why it has affected you, I am unsure of.
CCL: But its only 56k that I paid.
M: -checks notes- Correct. I do see that the dates you booked are point saver nights and on top of that you booked within the thirty day window. Normally, the same unit for those same days is worth 70k and with your discount as a vip owner it is 56k.
CCL : well.... that's good... I'm still writing a complaint letter though.
M: Well you go ahead, m'am. Perhaps by doing so corporate will get the system checked. Have a good day!
cCL: -still crabby and pissed at not having anything to be mad over anymore- And you take care of that cold!
And you are WRONG!
G: I have been over charged. -insert long winded, nonsensical rant-
m: -as usual, checking notes- Well, I do see the confirmation you speak of and I do see your guests name.. however, the confirmation was originally booked for two nights and charged accordingly.
G: This is ridiculous! I booked the one night reservation while I WAS AT THE PLACE!
M: okay then, would you give me a moment Guy to check your history?
G: -huffing-
M: Alright, Guy, I do see where you booked that single night on the XXth of last month. I also see, however, where you booked two units for the same resort for the same length of time. I do believe you're confusing one reservation for the other. (note, I haven't stated point value of the one nighter)
G: but I was only to pay 18k, not 45k!
M: When you had previously booked the two, two night reservations at resort X, they had been done back in July, thus disqualifying you for your VIP discount. However, because the third reservation was done with 24 hours in advance, the point value was reduced by half and becaue it was a Sunday evening it was reduced even further, bringing it down to 18k. In fact, the booking date for THIS last night was on XXth of last month, which in fact, is the first night of your stay.
G: .....
M: meaning you booked three units at X resort. Am I correct?
G: yes.
M: And because that is the case, those charges are valid and do not need to be compensated. Do you have any further questions?
G: .... no.
M: thank you for calling My Company, have a good day. -hack.-
I DIDN'T BOOK THIS!
S: scammer
M: and how may I assist you this evening?
S: Yes, I'd like to know why my credit card was charged $25 dollars on x date.
M: It would be my pleasure to clarify the situation. Would you please hold for me while I check your account?
S: -huff-
M: -reads notes AND history- well, I do see that on X date you booked two reservations at X resort for a total amount of 4 nights going from room A to room B due to the inability to have you in a single unit.
S: I never boo-
M: Additionally, I also see that in the history of your transactions, as well as the notes written by a supervisor, that those same reservations were then canceled because you didn't agree with our policy of charging you a house keeping point fee per stay.
S: I NEVER booked it because of THAT reason. I did not agree with that policy. It is CRAP!
M: Well, I do understand that it is frustrating to have to pay two house keeping point fees for a single stay at one resort, but you must understand that because you are being required to change rooms for your stay, EACH room needs to be cleaned-- *every* owner gets charged for this necessity.
S: I UNDERSTAND THAT bUT I NEVER BOOKED IT! I NEVER PAID THOSE POINT RENTALS.
M: I do agree, you did not pay for those. The thing is, however, that the fee was for a RESERVATION, and although you did not keep the reservation, your cc was charged for having made it.
S: I NEVER MADE IT!
M: I must dissagree with you m'am, because unless the first reservation was made, we would not have been able to charge your cc. -- TAKE THAT! HA!-
S: but I am TELLING you, I NEVER booked it! If anything, I rolled those points with Y company!
M: -researches notes further- I do see where you did that m'am......and the fee would still apply wether you reserved a single unit or rolled points with Y company as you would still need to have a reservation/transaction point for such activity. And I see that when you booked a reservation in July, you used your last po--
S: I get XXX amount of points a YEAR!
M: I do agree with the fact that your contract states X and Y (maid points) but that has nothing to do with your reservation points. those points are awarded to you annually, one per XXK pts that you own and last a full twelve months... so even IF you had actually been awarded points in your rolling year, you *still* have to keep your eye on those Reservation points as they're done per Calendar year.
S: I HAVE XXX amount of Points to use every year!
M: and 4 reservation/trans. points for XXX amount of pts owned. Wether you make a reservation or roll points with Y company OR transfer points to another owner, you will still be charged ONE reservation transaction point for the first transaction of the day; you can make an unlimited amount of transactions through any business day after the first charge.
S: I DIDN'T BOOK THE GODDAMNED ROOM.
M: But you rolled points into Y company
S: ....
M: And *either* way, wether it was to book a reservation or make the transaction of rolling points with Y company, you would need to pay with a credit card at the time of the call because our system does not store credit card information to prevent fraud.
S: I pay my taxes every year automatically with my Credit Card. What do you mean you don't save that information?
M: My department doesn't; Financial services does and their system is completely different than my booking system. Believe me, there is *no* way we can save your credit card on file for such things like reservations and transactions...and your member guide clearly states all fees are non refundable.
S:.....
M: Is there anything else I can do for you today?
S: NO!
M: Thank you for calling my company, and have a GREAT day.
-- And may I add, the fact that I was sick prevented me from raising my voice...thus S lady got even *more* aggravated because I wasn't 'reacting'.
but Reyneth your avatar is too cute! I want that kitten!!!
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