Complaints

This profile includes complaints for Global Exchange Vacation Club's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Global Exchange Vacation Club

  27405 Puerta Real Ste 100 Mission Viejo, CA 92691-6314

  
• 

  Global Exchange Vacation Club

  3225 W Airport Fwy Ste 100 Irving, TX 75062-5927

• 

  Global Exchange Vacation Club

  3350 Shelby St Ste 150 Ontario, CA 91764-5556

• 

  Global Exchange Vacation Club

  1000 W Oaks Mall # 2 Houston, TX 77082-1733

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $50 dollars to go to a timeshare meeting. Where I was told I would be refunded the $50 once attended. The refund came in a **** gift card that apparently is a complete and utter scam. They hang up when you call advise they will call. Every excuse other than a clear explanation of why the **** gift card doesn't work.

  

  Business Response

  Date: 04/07/2025

  BBB Complaint
  
  
  
  
  Date:                           4-7-25
  Email                          ******* *****
  Review ID:                23115280                   
  
  Response:
  
  The $50.00 **** card is not a scam. Each year, we successfully process refunds for over ****** clients. While occasional issues do arise, whether due to the card itself, our processing, or user error, every eligible client has ultimately received their refund.
  In this particular case, the absence of a complete name in the consumers complaint significantly delayed our ability to locate their record. However, we have now processed a refund to the original card used. We sincerely apologize for any frustration this may have caused.

• Initial Complaint

  Date:03/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 2, 2025, we attended a sales presentation with GEVC after being told we had won good seats to a **************** game. Upon arrival, we were not informed that they would pull our credit. We declined their vacation timeshare offer, but when we asked for the original documents where we had written our Social Security Numbers (SSNs), they refused to return them. This felt incredibly shady and unprofessional. They only gave us a copy. That is super shady.Additionally, we were told that *** ********* tickets would be mailed to us the following week. It has now been three weeks, and we have not received anything. GEVCs actions feel dishonest and misleading. Not only did they fail to deliver on their promised incentive, but they also mishandled our sensitive personal information.

  

  Business Response

  Date: 04/01/2025

  
  BBB Complaint
  
  
  
  
  Date:                           3-31-25
  Consumer:                  ******* ******
  Review ID:                23105960                   
  
  Response:
  We apologize to this customer for the misconnection. We are reaching out to them regarding the Maverick tickets. Additionally, we only process credit transactions with the consumers consent and intent to purchase. We take customer privacy seriously and do not mishandle personal informationoriginal paperwork is securely shredded after 90 days.
  

  Customer Answer

  Date: 04/01/2025

  I will not accept this response. I did not receive the tickets promised and they have not contacted me. Also, when I went to the presentation, they refused to give me my paperwork back. When someone doesn't move forward with the process, you need to give original requested docs back. They avoided responding to exactly why they refused to give my docs back. I will not agree until I receive my tickets as promised. Don't forget that you promised "GOOD SEATS".

  

  Business Response

  Date: 04/07/2025

  BBB Complaint
  
  
  
  
  Date:                           4-7-25
  Consumer:                  ******* ******
  Review ID:                23105960                   
  
  Response:
  
  This consumer needs to exercise patience, as we have reached out to him multiple times, and he is aware of this. He has provided dates, and his tickets are forthcoming. Regarding his original paperwork, as stated previously, we are neither required to provide it nor do we do so. He authorized us to pull his credit file.
  

• Initial Complaint

  Date:02/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We attended the Home and Garden Expo show in ******* on February 11, 2025. We won a trip. To receive the trip we had to participate in a 90-minute presentation at their new location ******************************************** and also pay $50 as a deposit that we would attend the presentation, and if we did attend the presentation we would be refunded our $50. We attended the 90-minute presentation. We did not purchase their vacation packet. At checkout, they informed us that the $50 deposit made with our card would not be credited and that the refund would be placed on a gift card. So we left the location with a free complimentary trip, a $50 refund gift card, $50 gift card, and a $100 meal voucher. The 2 gift cards do not work. They are purchased by **** through a 3rd party company and that company is a scam. Nothing but bad reviews. I've called them for the past 2 weeks and have had no luck in getting this issue fixed. the only way that is issue can be resolved is by receiving 2- gift cards from a legitimate company, where the gift cards work, or $100.00 in cash. By **** doing this kind of business makes me not want to do with this company when I am ready to purchase a package.

  

  Business Response

  Date: 02/26/2025

  BBB Complaint
  
  
  
  
  Date:                           2-25-25
  Consumer:                  ******** *****
  Review ID:                22983418                   
  
  Response:
  
  We apologize to this consumer for any frustration. We have reached out and solved the issue.

• Initial Complaint

  Date:02/24/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against: Global Exchange Vacation Club and ********************************* Complainant:****** *******, II ************************************************ Complaint Details:On January 27, 2025, while attending a **************** game, I was approached by a representative with a tablet who offered additional game-related promotions. I provided basic demographic information and was given the opportunity to spin a prize wheel.The representative informed me that to claim my prizes, I needed to attend a 90-minute, no-obligation presentation scheduled for Friday, February 7, 2025, at 6:00 PM.Based on my selection, I was promised the following rewards upon completing the presentation:Roundtrip airfare for two and a complimentary cruise $100 prepaid gift card I saw the agent select these exact offers on his company-provided tablet. However, after fulfilling my obligation and attending the full 90-minute presentation, I was instead presented with the following alternative offers:A complimentary cruise (without airfare)A free two-night stay in one of 30 cities This was a structural change from what was originally agreed upon, and I feel that my time was wasted due to misleading and deceptive business practices. I am requesting that the original promised rewards be honored.Desired Resolution: I would like Global Exchange Vacation Club and ********************************* to provide the originally promised incentives, including the roundtrip airfare for two and the $100 prepaid gift card.Thank you for your time and assistance in resolving this matter.Sincerely,****** *******, II

  

  Business Response

  Date: 02/26/2025

  BBB COMPLAINT
  
  
  
  
  Date:                           2-25-25
  Consumer:                  ****** ******* ll
  Review ID:                22980970                   
  
  Response:
  
  We apologize to this consumer if there was any misunderstanding. The good news is there is an invitation given at the time of booking and the premiums offered are listed. We will pull the invite and contact the consumer.
  

  Customer Answer

  Date: 03/01/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******* Ii
  
   
  

• Initial Complaint

  Date:02/18/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attended a Global Exchange Vacation Club (GEVC) presentation, lured by a free ********* trip that came with upfront costs and limited availability. During the presentation, representatives used high-pressure tactics and made misleading promises. They offered "military" and "one-day" discounts and assured us we could easily book resorts and use *** points for discounts on travel. However, after purchasing, I found better deals elsewhere, and availability was extremely ********** persuade us, they added unlimited weeks and trips to ****** and ****** but failed to clarify the extra costs. The rushed signing process left us unaware of key details, such as the high maintenance fees and the fact that my children could inherit this financial burden. They falsely presented this as a flexible vacation club, omitting other affordable options exclusive to military families.The financial strain has been overwhelming, especially after my income decreased. Despite my attempts to cancel, GEVC refused, citing the expired rescission period and claiming I had full disclosure. They ignored the misleading verbal promises made during the presentation, such as being able to own property in ************* and bring my dog as an emotional support animal without proper certification.GEVC recently referred my account to ******************* which is now demanding over $2,000 to cancel. This is unaffordable and feels like extortion. They had previously offered a settlement payment I couldnt afford, which underscores why *** been trying to cancel this contract.GEVC and Monterey Financials practices are predatory and unfair, trapping families in financial hardship. I am requesting a full cancellation of my timeshare contract without further financial burden. I ask the Better Business Bureau to investigate and hold these companies accountable.

  

  Business Response

  Date: 02/28/2025

  BBB Complaint
  
  
  
  
  Date:                           2-28-25
  Consumer:                  ***** *******
  Review ID:                22957021                   
  
  Response:
  
  We sincerely empathize with the customers financial difficulties. However, the Developer is not in a position to waive the outstanding debt. We have communicated the situation in writing on multiple occasions. As a goodwill gesture, the Developer offered to cover the cost of their first vacation. Unfortunately, the customer ceased payments on their obligation in May of last year. They were informed that, as a result, the note would be sent to collections and could ultimately lead to foreclosure.
  GEVC is a California Not-for-Profit **********************. The purchase was made directly from the Developer, and the Club does not have the authority to alter their policies.

  Customer Answer

  Date: 03/05/2025

  To Whom It May Concern,
  
  I strongly disagree with GEVCs response to my BBB complaint and request the immediate cancellation of my timeshare contract without further payments or penalties.
  
  GEVC claims to understand my financial difficulties but refuses to address the core issue: I was misled during the sales process. The promises made at the presentation were false. I was assured that booking resorts would be easy, but availability is almost nonexistent, often requiring extra fees. I was also told *** points would provide great discounts, yet I consistently find better deals elsewhere. They promised free trips to ****** and ****** but failed to disclose the extra costs.
  
  I was also misled about the burden this timeshare would place on my family. I was assured my children wouldnt inherit any financial obligations, yet I later discovered they would be responsible for ongoing maintenance fees unless they sold the timeshare. This contradicts everything I was told.
  
  GEVC highlights that I stopped payments last year. This is true, but I could no longer justify paying for something that has failed to deliver on its promises. The stress and financial burden caused by this timeshare have been overwhelming.
  
  GEVCs goodwill offer to cover one vacation does not resolve the issue. The sales process was based on false promises, and this offer does nothing to address the misleading practices that led me to sign this contract.
  
  Lastly, GEVC claims they lack the authority to cancel my contract, which raises questions about their role in managing memberships. If they cannot assist customers with valid complaints, their involvement is questionable.
  
  I urge GEVC to cancel my contract immediately. This was a decision made under false pretenses, and it has caused financial and emotional hardship. Canceling the contract is the only fair resolution.
  
  Sincerely,
  ***** *******
  

  

  Business Response

  Date: 03/12/2025

  BBB Complaint
  
  
  
  
  Date:                           3-12-25
  Consumer:                  ***** *******
  Review ID:                22957021                   
  
  Response:
  
  We have addressed these concerns, in writing, directly to the consumer.Unfortunately, they do not agree with the facts of the situation. GEVC has nearly ****** members who all received the same presentation. The Developer stands by its representation of the timeshare. The claim that children inherit a financial obligation is inaccurate.

• Initial Complaint

  Date:02/03/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was convinced in to joining this money pit in September of 2024 when I attended a free trip presentation my son won at a baseball game. Since then I have paid over $2000 on loan and membership fees including two $400 maintenance fees one for 2024 and one for 2025 and will have to pay another $400 before the end of the year, in addition to the monthly loan payments, its impossible to keep up with or get caught up with this money drain, So far I taken 4 trips since I signed up for this membership and not one trip was booked through any of GEVCS 4 or 5 websites, which are extremely confusing and time consuming and then to find out is less expensive to book the trip on your own. The Hotels are 3rd world class and not available. I paid for two years of membership maintenance fees but only have ***** points available which it should be *****, ***** for each year! If you try to book a timeshare location where you can use your points you can only stay 7 days and my vacation was for 10 days so nope, couldnt use it! At the presentation they never said anything about having to use the points on a specific company owned timeshare unit, they promised world wide 5 stars hotels and resorts but the only place you can use the points is at a timeshare resort. However you need lots of points.I dont understand why this company still operating as a business after the many coustomer complaints filed, all of which report the same wrong business practices. If nothing can be done about my situation, I would urge you to please review this business practices to stop this company from continuing to operate, on behalf of new and future consumers.

  

  Business Response

  Date: 02/10/2025

  
  BBB Complaint
  
  
  
  
  Date:                           2-10-25
  Consumer:                  ******* ******
  Review ID:                22893024                   
  
  Response:
  
  We sincerely apologize for any frustration this member has experienced. At the time of sale, we provide an owner's book and send out a quick start guide upon closing of escrow to ensure a smooth transition. We want to highlight that our *************** phone number is listed on every page, and we encourage members to reach out if they have any questions or concerns; however, we have not received any inquiries from this member regarding issues.
  Regarding Maintenance Fees, these are billed 45 days after the close of escrow, and ****** points are deposited into the member's account. Points are issued annually on the anniversary of the purchase, with Maintenance Fees billed in advance. In this case, the member was billed in September 2024 for points received in August 2024, and in December,all GEVC members were billed for their 2025 points, which theirs will be deposited in August 2025. Similarly, they will receive a bill in December 2025 for their 2026 points.
  We value feedback and will reach out to this member in writing to address their concerns directly.
  

  Customer Answer

  Date: 02/14/2025

  I completely disagree with GEVC response to my complaint, is slightly different from every complaint response I read, same verbiage different customer. 
  At no time in the presentation was I advised that once I signed the  agreement I would not be able to cancel it, to the contrary In a very smooth and sneaky way I was advised and encourage to include any family members that I wanted to use this vacation plan. However nothing was said about family member inheriting the costs if I stop making payments. For what I understand my two sons who have no idea that I purchase this scam from GEVC will be liable for this scam costs. 
  This Vacation Club is a complete missed representation the world wide 5 star Hotels and Resorts they promise are not even rated 3 stars places. The 60% discount they promise in any world wide luxury hotel still comes out higher than if you booked thought another vacation website which has better accommodations and far more availability. In the past 6 months since I purchase this plan, I have travel in state and out of the country twice, and those ********************* less than the $3,000 I paid so far to GEVC for ****** points that are not enough to book one of my vacations not at list for another 2 years and at a resort that is not one I would normally choose. 
  I am not asking to be reimbursed for any amount I have paid up to now. Based on the false promises and missed leading information  provided at that presentation, I would like to have this membership canceled and free me for this financial responsibility.

  

  Business Response

  Date: 02/26/2025

  BBB Complaint
  
  
  
  
  Date:                           2-26-25
  Consumer:                  ******* ******
  Review ID:                22893024                   
  
  Response:
  
  We have reached out in writing to this member and addressed their concerns and our position.

• Initial Complaint

  Date:01/23/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I became a member of GEVC 11/24/23 and it has been a nightmare ever since I have signed up. I was offered several free trips that end up costing me money $75 to $199 to active the free trip offered. I was provided 2023 points and was never told I have to pay the 2023 maintenance fees for a membership I had less than 30 days. It took me a few months but I ended up paying over $600 for 2023 and 2024 fees in order to use the timeshare I am being charged for monthly. Today I log into to *** to book a trip for my daughter and I birthday coming in a few months and I was locked out. I called and was told the account closed 12/13/24 to call GEVC. I call GEVC and was told my ****** that the account is on hold until the maintenance fees are paid. I currently have a payment arrangement in place due to an unexpected surgery last year that has me behind on that bill but current on my timeshare. However, I can't use my ****** points until it is paid in full which ruins birthday plans for March and I was met with an oh well pay your bills. This timeshare is starting to be a waste of money and not the dream I was sold.

• Initial Complaint

  Date:01/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told we could cancel anytime if we contacted the account administrator. We contacted them and they said we cannot cancel. They said they're not a timeshare, but they lied.

  

  Business Response

  Date: 01/16/2025

  BBB Complaint
  
  
  
  
  Date:                           1-15-25
  Consumer:                  ******
  Review ID:                22812054                   
  
  Response:
  
  This member is mistaken, he was not told he could cancel at any time. He was not told this is not a timeshare, there are six (6) slides in the podium presentation that everyone sees that says we are a timeshare. The contract he signed explicitly says it is a timeshare. The buyers acknowledgment that he signed and initialed and was recorded says it is a timeshare. Unfortunately,failure to keep his financial obligation will result in foreclosure of his timeshare. 

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, On the 3rd of July I made a purchase of what I thought was going to be a good membership for traveling. Nothing of what I heard and saw has been truthful. Down to the yearly fee and the booking at any time. I paid ****** initially and have a loan of ******** I cannot get a hold of anyone and everytime I complain they make it seem like I just dont understand the process. I have made consecutive payments since July and Im just not happy with it and want to report that I want out. I need help on how to get out of this legally so I dont ruin my credit score and leave this deceitful company the right way. Please assist me on getting out of my contract and loan. I have not been on a single vacation cause nothing is available when they promised real time booking. Its not cheaper than the average booking website, and the 395 yearly amount is a lie because I just received a yearly bill for almost 500. I paid the 2024 one and now they are asking for the 2025 all of which were higher than 395. I am just truly unhappy with this and the were just very pressuring and selling false hopes and dreams that have not been met yet. Thank you.

  

  Business Response

  Date: 01/16/2025

  BBB Complaint
  
  
  
  
  Date:                           1-15-25
  Consumer:                  Gisellys ****
  Review ID:                22797199                   
  
  Response:
  
  We apologize for any frustration our members may be having. We are confused as to where they are calling to complain. We have only received one call at *************** which we returned and left a voice message to be returned which they did not do. We will reach out to these members.

• Initial Complaint

  Date:01/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September 2020, my wife and I enrolled in Global Exchange for Vacations. Unfortunately, due to the COVID-19 pandemic and the worldwide lockdowns that followed, we were unable to utilize the travel services associated with this membership.
  
  Despite not using the service to this day, the loan for this program has been sent to collections, largely due to the financial hardships caused by the pandemic, including layoffs. We have continued making payments toward the collections account, albeit at a high interest rate.
  
  We have made multiple attempts to contact Global Exchange to explain our situation, emphasizing that we have not used the travel services and requesting the cancellation of the outstanding balance of $*********. However, our requests have not been accommodated.

  

  Business Response

  Date: 01/16/2025

  BBB Complaint
  
  
  
  
  Date:                           1-15-25
  Consumer:                  **** *****
  Review ID:
                  ********                   
  
  Response:
  
  The
  pandemic affected many families and individuals across the country and indeed
  across the world. GEVC had many members reach out to us during this time, the Developer
  suspended payment for 3-months at a time and assisted many members. This member
  never reached out, never contacted us; just stopped paying. The note will
  remain in collections until paid or settled. We will have our finance
  department reach out to discuss a settlement.
  

  Customer Answer

  Date: 01/16/2025

  BBB,

  Thank you for your assistance in addressing the ongoing issues we are experiencing with Global Exchange. We are concerned about their claim that we never reached out to request help or to address our financial hardships, as this is inaccurate. We had been reaching out for help and understanding for financial hardshitps and that were unable to use the program and services to travel for their vacations due to the Covid pandemic.

  To clarify, we have attached two email exchanges as evidence of our attempts to contact and communicate with them. Despite these efforts, we recently discovered that our account has been sent to collections with Monterey Financial Services.  

  Please let us know if there is any additional information or documentation you require to support our claim. We are also seeking guidance on the steps we need to take to resolve this matter, particularly regarding the balance that we believe is unfair and should not be required to pay.

  We appreciate your time and support in helping us resolve this issue.

  Thank you!

  

  Business Response

  Date: 02/03/2025

  BBB Complaint
  
  
  
  
  Date:                           2-1-25
  Consumer:                  **** *****
  Review ID:
                  ********                   
  
  Response:
  
  The emails
  are to the finance department and dated 1/15/25; the consumer stopped paying 4
  years ago. They are in collections and will be foreclosed on if not settled.
  This complaint has been answered.

  Customer Answer

  Date: 02/04/2025

  I am writing in response to your recent statement regarding Global Exchange account. While I acknowledge your reply, it does not adequately address the concerns outlined in my original complaint.
  

  1. Lack of Notice Before Collections:
  Despite being enrolled in the financial hardship program during Covid pandemic, I was never informed that my account would be sent to collections. Proper notice and communication should have been provided before such drastic action was taken. I kindly request documentation showing that appropriate notifications were sent before the account was turned over to collections.

  2. Service Never Utilized Due to Travel Restrictions:
  As previously mentioned, the service under this account was never utilized due to COVID-19 travel restrictions. Given the unprecedented circumstances and the fact that I was unable to use the service, I am requesting either:
  *A complete cancellation of the account with a zero balance.

  *While I am not requesting a refund for payments already made, I believe a fair resolution should be considered given the unique circumstances.

  3. Payment Discrepancies & Foreclosure Threat:
  While you stated that payments stopped four years ago, I have been making payments towards the collections account. I request a detailed payment history, including amounts paid and outstanding balances, for verification. Furthermore, the mention of foreclosure is concerning, and I would like clarification on what specific actions are being taken and what options are available to avoid further escalation.
  

  If this matter is not resolved fairly, I may be compelled to seek further action through consumer protection agencies. I am open to discussing this matter further to reach an equitable resolution.
  Thank you for your time and attention. I look forward to your prompt response.