Infinity Incentive Group — Not received the Travel Request Form
I attended a presentation re: real-estate purchase at Wildwood Shores and was given a Vacation Voucher/Jetaway Activation Form in return. I sent in the Activation Form as per the instructions to:
Infinity Incentive Group
8777 East Via de Ventura, suite 399
Scottsdale, AZ 85258
After many weeks of waiting I had not received the Travel Request Form I was to receive I called the Customer Service number at [protected]. The representative was very nice and said that my voucher had been placed on hold because they had not heard back from me re: the Travel Request Form that they sent. Evidently they sent it to me but I did not receive it. No problem, they will send another one out.
I received the form on Aug. 30th along with a letter which was dated Aug. 25th. The letter simply stated enclosed is the new Travel Request Form you requested in order to continue processing the reservation. The instructions on the Travel Request Form indicate that the form must be received back to IIG within 21 days of Aug. 25th. I put the filled out request into the mail at the post office on Tues. Sept. 5th - the day after labor day. My 21st day would fall on Sept. 15th. This leaves 10 days for the form to be received by IIG. Remember I lost 5 days right from the beginning due to the letter being dated Aug. 25th and receiving it on Aug. 30th. I heard nothing back for some time. Then again received a simple letter on Sept. 30th which was dated Sept. 25th (there appears to be a 5 day pattern with things being mailed from IIG). The letter stated that: "Travel Request Form was not received within 21 days. Your voucher has been placed on hold. Your TRF was not received by us within the 21 day limit. Your voucher is now void".
I phoned for 2 days and was continuously directed to leave a voice mail for a call back. I was unable to do this as I am in and out of meetings all day at work and also work a 2nd job in the evenings. Finally on the 3rd day much to my surprise a person answered the line. When I commented on my surprise to have reached a live person the lady said that when all customer service agents are busy you will always be directed to leave a call back. She asked for my pin number which I gave her. Then.....
without asking what I wanted or how she could help she proceeded to state what appeared to be word for word what the letter said. I told her that couldn't be correct and went on to explain what I explained to you above re: the original form I never received, and then the 5 days lost but still sending the TRF in with 10 days to spare. She continued to quote that my voucher was voided. I asked for a supervisor and she said that she was one as I was actually speaking with the corporate office and calls have been forwarded to her to help since they are short 2 customer service representatives. She came across extremely rude and impatient and tried several times to dismiss me from the phone. Then she said" and besides you didn't follow the instructions and send the $50 per person fee in as per the Terms and Conditions": I quickly turned to my Terms and Conditions and tried to explain to her that I did not see that stated anywhere. And in fact, my Terms stated "do not sent in any money at this time"'. We went around and around with this for a while - she insisted that it is also stated on the TRF directly above my signature. She was very condescending at this point as if I were a complete idiot or something. She left for a moment to get a copy of the document and proceeded to read it to me. I immediately could hear that what she was reading was not what my TRF said. As I tried to interrupt her to tell her this she just became more agitated, didn't want to let me speak and went back to telling me my voucher has been voided. Then she threw in that in addition to this; I didn't request my dates properly because the 1st date I requested (it is to be at least 60 days out from the date the TRF is received by IIG) was not 60 days from the date they received the form. They received it on Sept. 21st. The date I requested was Nov. 14th, remember I sent the request on Sept. 5th with my 21st day being Sept. 15th - I did in fact follow the instructions correctly....Then we went back to the $50 issue and she said " I'm going to have to print out a copy of your TRF and see why yours doesn't say the same thing as everybody else's". (This was said as if I was making it up or something)." But it doesn't matter anyway, I have 3 other calls holding and your voucher has been voided good-bye. And she hung up on me..
After looking over all my documents again I realized something....When you receive your TRF you are also to receive a Welcome Letter and a Terms and Conditions specific to the TRF. I did not receive the traditional Welcome letter (I received a letter with a couple of sentences saying here is the new TRF you requested). That's it ! The Terms and Conditions that I have was the original document that was given to me by Wildwood Shores along with the Activation Request Form. It states " A $50 per person, ticketing/service fee will be required once you have requested your dates along with all appropriate airline and hotel taxes. Then on my TRF in the paragraph above my signature it states " Once my dates of travel are confirmed I will be required to pay for my hotel and airline taxes. No mention of paying the $50 at this time. My TRF in fact matches what my Terms and Conditions states about paying the $50 along with the hotel/airline taxes. Is it possible that I received a different TRF for a different type of gift then what I should have??? This would explain why what I have differs from what this lady was reading to me. And again I did not receive a Welcome packet w/ Terms and Conditions. Is there anything you can do to help? I may be reached at this e-mail or the phone number shown below.
I appreciate any and all assistance with this matter anyone can provide. Thank you.