Kathleen M I want to make a complaint:::::. YOU HEARD ME BUT DID NOT LISTEN TO MY REQUEST.

When I 1st called to check about removing Sunrise Ridge from my points account in 2020 , the 1st vacation guide told me I would have to contact the resort and have them request that be done, called the resort they said RCI has to notify them, so I called back the vacation guide said I would have to talk to the resort, I told her that the resort said it would have to come from them and I made sure to specify that I wanted to start this in 2020, she checked and then said I would be contacted within 24 hrs.
​I received an email about dropping the resort and a form to request removal, as I filled out the form I crossed out effective year from 2019 and put in 2020, as that was when I wanted to start the process. I do not have access to fax line so I mailed in the form with a cover letter stating " I have changed the effective year to 2020 and only removing Sunrise Ridge Resort #3876 from my account not closing membership as I still have a resort that points work better on." " If you have any questions concerning my request, please email me at [email protected]."
On Friday Nov 1 2019, I got an email saying my 2019 vacation was cancelled, it was like throwing gas on a fire, I exploded. I then seen the email from Rci Customer care Thanking my Wife and I for contacting RCI that they had received my request to remove week 45 at Sunrise Ridge resort from my points membership. Also if I had any questions call points guide at 877/968-7476.
Being that I had requested that removal start in 2020 I called the number, I told the male vacation guide that I wanted to talk to a supervisor, as I was upset that I had requested the resort be removed in 2020, I thought I was being placed on hold but I was returned to the cube for the next available vacation guide, got a lady this time, again I had to give account number, I again asked to talk to a supervisor as I was upset and I wanted to take my frustration out on a supervisor and not her, she said she would transfer me to someone that could help, she gave me to number to call if the transfer got lost.
Transfer was successful, again I give my account number and and asked to speak to a supervisor the lady said that she need to gather information before taking to a supervisor, thank god someone trying to do something, she got information gathered put me on hold,it was for a a few minutes but seemed like forever, a supervisor named Phil came on he had done some leg work with the information he had gotten from the good vacation guide. I explained the trouble that I had getting to talk to him, 3rd vacation guide. He told me he would have recommended the removal after I had taken my vacation, but he assured me that even though RCI had cancelled the vacation that since it was my week that the resort would honor it as it was my home week and when I went there would be no trouble getting in, that's when I asked him over what his name was so if I didn't I would know who call and ask for. He said he had seen the request paper work, could not get an answer as to why it wasn't started in 2020, if he did it wasn't made clear. I wasn't happy but unless I see Sunrise Ridge cancel my reservation from them, after reading this you can understand why I didn't stay on line for survey.

Then just as I had calm down, I get a copy of this email to Rabia, which I hope means that I am able to check at Sunrise Ridge on Nov. 8th and will be doing it my assigned week. Then I get another email showing the week being canceled by RCI .
At this point I am confused, I could not get any one to say why the cancellation could not have started in 2020, and 2019 left as it was.

I doubt this will be view by any one, but at least I got it off my chest. I know its good to have everyone crossed trained in all things but stand in my shoes trying to find out information. I wanted to speak to a supervisor I felt they were the ones that should talk to as angry as I was,( multiply x 4 how democrats felt when Hilly lost in 2016) sometimes wouldn't be better to have adept that handled this type of thing then have some upset get more upset the more they get "guided around the system"?

This will probably go into that reply void, done for now. Have a second part no Vacation when I got there
Hi Danny, I'm looking into this and will let you know when I hear back. Kind Regards, Kathleen M., RCI Customer Care
FRI 7:54 PM
Kathleen M., the rest of the story, Got a call from Christie (ext 23376, 2:50 PM on 11/4/2019 she spoke to my wife ldft a numb I could call her back if I had any questions, I called back the next day in afternoon, my understanding was she had called the resort and spoke with someone and the said I had reservations. I should be good to travel on 11/8/2019, I drove 7 hours and when I got to the front desk, my reservation was canceled by customer, I had asked for 2019 to stay remove me in 2020. There were two ladies, Donna and Brenda that heard my dilemma, the ladies spent about 2 hours looking for something to help me out (Sunrise Ridge should be proud to have to Customer Reps that care about their owners and clients, Their supervisor got a call of thanks from me < they had my gratitude and thanks for going the extra mile, I asked that she relay to Sunrise Ridge's General my thanks) They looked at their and sister resorts in the area for vacancies, they seen where some one had cancelled an RCI reservation, they talked to someone at RCI who asked for my Customer ID, they didn't want to hear from me they asked to speak to the SSrR. the SrR rep told me thy could not fin anything at their or sister resorts, she said that RCI put points back into my account that were gone by Dec 31 unless I extended they. They kept telling me how sorry they were that they couldn't do more. SrR rep did look up DreamMore pricing, out of league she had me come back to her office to look at other Hotels, found one in reasonable price range for 7 nights she booked it for me, after dealing with RCI I needed a vacation. The extra points RCI added I had in October extended my points, why would I want to extend more, when I asked for my home resort for 2019 I didn't have to pay the traer amount and wherever you go, not home resort, they have an activities fee, In my opinion RCI didn't leave my 2019 week alone the cancelled my week but then when put points back in account will make money off extending and money for a vacation request , you make money and it cost me. If I had talked to someone at RCI that cared about CUSTOMER SERVICE like the two ladies at Sunrise Ridge I feel I Would have had less misunderstanding. I would really like to send my hotel bill to Phil and Christie since they told me I still had reservations, but why waste a good envelope and stamp just to make a point . I'm sure all of this will be like urinating into the wind a lost cause
SAT 8:45 AM
Here is the information I sent back and asked for removal of resort in 2020 not 2019
9:06 AM