ComplaintsforPoints Payment Management

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Last year, I paid this company to help rent out weeks that I didn't use. I NEVER was able to rent out any weeks in over a year, and in the last 3 months they have stopped responding to all calls and emails. No call backs, no email from ***************** Nothing. All I want back is my $1,400.00 I paid them in the beginning since they never delivered on their end. I have emails and call logs of when they began not responding and there being no communication from them. I sent an email everyday for over two weeks and called ever other day and multiple times a day hoping to speak to someone and there has been no response. I even stopped contacting so much to give them a chance to reach out and there has *** NO communication on their end. I would like a refund from them for the amount that I paid due to them not completing their end of the contract.

  Business response

  09/16/2024

  ********, looking at your account it does seem we have sent offers to you and you haven't responded. We do have more offers for you however, I will have our manager reach out to you so we can resolve your issues.  

  Customer response

  09/19/2024

   
  Complaint: 22280688
  
  I am rejecting this response because:

  I have Zero communication from Points Payment Management since June 18th. That was the last email I received.  I called for 3 weeks straight with NO call back or communication from the business. 

  I would like a refund on my payment from this company. 

  Please note all the calls going out to Time share rental and zero coming in as well as all the emails that have gone out, and the last received was June 18th. 

  I do not have any other communication from this organization. 

  
  Sincerely,
  
  ******** ********

  Business response

  09/20/2024

  ********, I will have our director reach out to ensure we resolve your issues. 

  Customer response

  09/29/2024

   
  Complaint: 22280688
  
  I am rejecting this response because:
  They are not addressing the issue. The evidence presented last time shows that the business has NOT reached out and has not supplied any communication.  

  I do not accept their response and would like a refund of $1,400. 

  Sincerely,
  
  ******** ********

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On 10/10/2023 I received a phone call from ***************************** who told me that there was a very strong need for rental rooms for a big conference in ******* and he wanted to know if I would like to rent my International Interval/RCI weeks with the idea that he would be able to rent them out for $1600/week. He stated that there was a 100% money back guarantee and that all I needed to do was to pay the $399/week charge to get started. I paid $2399 with the idea that I would then receive $9600 from him when they rented out the rooms in *******. I mentioned that I would review the information and let him know. He would not let me off the phone stating that he had people in the queue needing these rooms and he emphasized the 100% money back guarantee. He made it sound like this was a no-brainer. What I found out is that I obviously did not have a brain when I agreed to this agreement. I have received a total of 6 offers for random locations at times where there was no availability -- Not one offer from *******. Six offers? So every single one would have had to be perfect for them to actually come through on what they said would happen. Recently I have emailed and nobody has responded. I have called and have been unsuccessful getting any response from them. They misrepresent who they are making it sound like they are the only rental company that works with International Interval. Please help me to get a refund. I am struggling with cancer and do not need this negativity in my life.

  Business response

  08/28/2024

  We are going to have upper management review the account and will follow up within 72 business hours to go over all your questions and concerns. 

  Customer response

  09/03/2024

   
  Complaint: 22205946
  
  I am rejecting this response because: I never heard back from anyone and it has been several days since I got the message from them. Is the delay due to Labor Day? 
  
  Sincerely,
  
  ***********************

  Customer response

  09/10/2024

  Hi, can you please tell me the next steps? Point Payment Mgmt was supposed to review with upper management and provide an update in 72 hours. I never heard from them. I responded within the 10 day period that I do not accept their settlement because there WAS no settlement. Are you still in conversations with them? Thank you. I appreciate the help. 

  Business response

  09/11/2024

  Once management has reviewed your account in full, we will follow up with an update.

  Customer response

  09/16/2024

   
  Complaint: 22205946
  
  I am rejecting this response because: I still have not heard from anyone. On 8/27, PPM stated that they would review my case and respond in 72 hours. Again on 9/12, they stated they were reviewing my case. Since I still have not heard anything from them, I am rejecting this response since I never got one. Could we please ask for an ETA on the completion of the review? Thank you.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/22/2024

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  Its all been said in the other complaints. Ours is simply a ***eat, to say we are yet another victim of this scam! I did see a couple of reviews stating they had some success in the program. But as you can see on this thread of complaints, there are TOO many in the negative! Right now, were just a few weeks from it being a year ago that we signed up. Of course, we were guaranteed by the sales *** that we would indeed not only make our money back within 180 days, but that we would make a handsome profit. They did begin sending offers, and we did our instructed due diligence. But NOT ONE of them ever worked out. Now, Ive been trying to contact them for a month, having left a few v/m, messages with the operator, and emails; NO RESPONSE. We are furious with what seems to be a real bait and switch . In fact, we actually have an upcoming appointment with one of the media outlets. Were hoping to save a lot of other people from throwing away their hard earned money on this scam.

  Business response

  08/26/2024

  *****, We understand your concerns. We see we have sent out several offers and you have had some challenges. We want to ensure we can help you with all your challenges so we will dive into your account and reach out to help you so we can resolve all your concerns. 

  Customer response

  08/26/2024

   
  Complaint: 22179425
  
  I am rejecting this response because: it's laughable.   It's the exact same response to all the other complaints.   And if you were so willing to help, then you would have returned at least one of my many calls,  answered at least one voicemail, or maybe one email.  I was on hold one day for TWO hours!  Nothing! I'm mad at myself for not doing better research before throwing away $2394.
  
  Sincerely,
  
  ***********************

  Business response

  08/28/2024

  We apologize for the frustration, we are having upper management taking a look into your account and will follow up with you in 48 hours, to resolve any issues that have been going on with your account.

  Customer response

  09/05/2024

   
  Complaint: 22179425
  
  I am rejecting this response until we see something real.  Dont even care about any kind of profit.  It has now been a year ago that we agreed to do this program, and NOTHING.  Just want the original $2496 that we paid for nothing.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a timeshare. I was working with a company to rent out my timeshare.. The have been given one year time to rent out the timeshare. It is time for my refund. They will not call me back. Every time I call, they say no one is available. I have been calling for almost a month every day. They owe me the refund of $1800.

  Business response

  08/19/2024

  ****** , we appreciate your feedback and understand you are frustrated. After reviewing your account we see we have sent you several offers and seems the last offer was in May with no response back. We will work on new developments now and have a representative reach out to you today. 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a call approx. 9/2023 from Point Payment t Management. It was explained to me that they buy timeshare points in cash. They will pay me the cash in exchange for my timeshare points. Since I own RCI I needed to open up a week (called extra vacation getaway weeks) which will cost me $399.00 per week. I have 5 weeks available so I ended up purchasing the 5 weeks at a total cost of $1995.00. his purchase was made using my credit card on file. The person that I worked with his name was *********************************** and he gave me his phone as ************. I have received some offers and obviously it fell through due to availability. I have called them at a minimum of at least 20 times in the last 2 weeks, left at least 15 messages, sent them and email and even been on hold for at least (total) 2 hours and they would just hang up on me. They are not returning any phone calls or emails and now all they have is an answering service that continues to tell me that they will call back in the next 24 hours. I have never gotten what was promised and now I am seeking the re-imbursement of $1995.00. I left them at least 20+ messages and no return calls. I wait on the phone for over an hour and then it just hangs up.

  Business response

  08/14/2024

  *****, we understand you're  frustrated with the offers falling through, we already had a supervisor look into your account and we have new developments working in your favor. We will have a supervisor call you today to go over your issues so we can get them all resolved. 

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  In 6/2023 a representative from points payment management ************ Reached out to me and informed me about the company and told me they were legit and that I could use my getaway weeks with RCI and they would market my getaway weeks for me to gain a profit. I trusted the company and I gave $1995 To them and they told me that I would receive an offer and if I did not receive an offer for 180 days, I would get a refund. That did not happen. I reached out in December 2023 and they told me I had to wait for 180 days however they did give me a partial refund of $399 and told me that was for my inconvenience. After this refund, I waited for the full 180 days and then I attempted to reach out leaving multiple messages and emails to no avail. The only thing that happens when you call the phone number is that the person who answers the phone will say please hold for representative and then no representative will be available and that a message will be sent and someone will call back. No one will call you back. This is a scam and I hope no one else will be affected. I hope that this company will be exposed and penalized.

  Business response

  07/25/2024

  Upon review, offers have continuously been submitted but we will have management review your account and follow up with an update. 

  Customer response

  07/26/2024

   
  Complaint: 22040770
  
  I am rejecting this response because:

  I have reached out numerous times from the time 180 days occurred and thereafter. Your company is not a company I would do business with in the future and the only reason why a response occurred was because I reached out to the Better Business Bureau. I am grateful to have the BBB helping on my behalf. I would like to receive a full refund as I no longer have trust in this company. 

  Honoring what you all informed me which was to receive a refund if I did not receive any offers within 180 days will be the only way to correct this matter. I was refunded $399 and I want the remaining balance of $1596 refunded.

  Sincerely,
  
  *******************************

  Business response

  08/06/2024

  Management and accounting are reviewing your account. Once the account has been reviewed in full, we will follow up with an update. 

  Customer response

  08/07/2024

   
  Complaint: 22040770
  
  I am rejecting this response because:

  A review of account should have been completed as I have reached out since December 2023 when I received my partial refund. In addition I have not received any phone call or email from your company to inform me of the status of refund. 
  

  To honor your company as a legit company you will need to provide a full refund of the remaining balance of $1596. I do not understand why a delay continues nor why I have not received my refund.

  Sincerely,
  
  ******************************* ************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On December 21, 2023, Points Payment Management contacted me, by phone, regarding my unused timeshare points with Hilton Grand *************** Points Payment Management stated they were authorized to rent out my unused points at a profit so that I would not lose the benefit of unused time. Based on these representations, I agreed to execute a contract with Points Payment Management and remitted a membership/service fee of $2,094.00. In March, Points Payment Management instructed me to contact Hilton Grand ************** to authorize the rental process for a prospective tenant. However, when contacted, Hilton Grand ************** informed me that this was not something that could be offered and confirmed that they do not conduct business with Points Payment Management. What became shockingly clear was that I paid Points Payment Management for a service they CANNOT actually provide for Hilton Grand ************** timeshare owners. In fact, the representative that I spoke to referred to Points Payment Management and the service it sells as a "SCAM!" I contacted them with what Hilton ******************* said and was told "they don't understand our service." I immediately verbally cancelled my contract and later followed it by letter outlining, the reason why, and requesting a full refund. To date, Points Payment Management has declined to respond and they have been unable to provide the service paid for.

  Business response

  07/18/2024

  We understand your concerns. We do not facilitate the Hilton points you have, everything goes through RCI and guest certificates are activated. Upon review, offers were being submitted in regards to the account until the account was placed on hold due to dispute. We submitted the documentation to the bank and they confirmed that it is valid and that services are being provided pursuant to the contract. Inventory is reviewing your account and will follow up with an update. 

  Customer response

  07/18/2024

   
  Complaint: 21991248
  
  I am rejecting this response because: Points Payment Management (PPM) responded with erroneous information. First of all, PPM (and not RCI) represented that they could advertise and rent the unused time on my property. In checking with Hilton ******************* (HGVC), RCI does not have the authority to rent HGVC properties either; so this was a smokescreen from PPM to divert the responsibility away from them. Secondly, their assertion that they are conducting further investigation is a outrageous lie because they have declined any communication with me since March (over 4 months) and have removed the link to access my contract and account from their website. Finally, they put forth the absurd declaration that the "bank" had verified the validity of their operation. The "bank" is *********** and the only involvement they had was to decline the "stop payment" I requested because PPM is a state licensed company. The "bank" in no way determined the legitimacy of their operation and advised me that I would have to take other courses of action, including filing with the Florida attorney general's consumer affairs division if PPM refuses my request for a refund. It appears that more drastic action is going to be necessary because PPM knows that they are not authorized to perform the services they contracted for but still want to be paid for doing nothing!
  
  Sincerely,
  
  *************************

  Business response

  07/24/2024

  As previously stated, we are not utilizing your Hilton weeks/points. The getaways are completely separate. Management and inventory are reviewing the account and will follow up with all options available on the account. 

  Customer response

  08/04/2024

  There is no need to keep responding to their canned responses. I am taking further action per advice, information, documentation, and instructions from Hilton ******************** This company may have authority to provide this service with other companies and programs but NOT with Hilton Grand ************** and that is who my timeshare is with. They are aware of this and it is completely fraudulent of them to continue their 'cat and mouse' response approach instead of being honest and refunding my money. 

  Customer response

  08/05/2024

  Yes reopen the case with my recent response. I want it to be part of the official running record.

  Customer response

  08/05/2024

  Date Sent: 8/4/2024 4:44:50 PM
  There is no need to keep responding to their canned responses. I am taking further action per advice, information, documentation, and instructions from Hilton ******************** This company may have authority to provide this service with other companies and programs but NOT with Hilton Grand ************** and that is who my timeshare is with. They are aware of this and it is completely fraudulent of them to continue their 'cat and mouse' response approach instead of being honest and refunding my money. 

  Business response

  08/06/2024

  Correct, we can not use your Hilton points. Again, we are reviewing the account and will follow up with an update. 

  Customer response

  08/09/2024

   
  Complaint: 21991248
  
  I am rejecting this response because: Again, this canned answer is another diversionary tactic by responding to irrelevant and pointless information. The complaint was never about the use of points. It was and is ONLY about the contracted service that PPM is not authorized to perform. They contracted to market and facilitate the rental of Hilton ******************* timeshare property. They do not have the authority or legal right to market the properties and/or facilitate rentals of same. As a further update, a ************************* left a voicemail message, last week, with a return number that would not connect, Additionally, two letters have been sent, to the address listed on the contract, requesting a full refund; the first by regular first class mail; and the second by CERTIFIED mail that has been returned as UNDELIVERABLE due to it being an unknown address. Further action is warranted and will be taken if the refusal to refund the charges persists.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company called me about renting out my extra weeks on RCI. they clearly guaranteed me all 6 weeks would sell. I asked for clarification about the guarantee and they repeated several times. I have called numerous times due to no offers and I only get an offer after complaining. Zero weeks have been rented on the very few offers I received. I have called to speak to supervisor twice and both times they said they would open my account to more popular areas to accelerate offers. This was another lie as there has been no increased activity. I know I should have been smarter and not believed the lies. Is there anything you can do to help?

  Business response

  07/09/2024

  We are reviewing offers in more populated areas. Your offer status is pending, once details are finalized, we will submit that to your email and follow up with an update. 

  Customer response

  07/09/2024

   
  Complaint: 21951566
  
  I am rejecting this response because:

  This is the answer I have received for months. When I complained earlier this year they said they would open my offerings to a wider area to increase my offers. I think I have received three offers since then. None have been accepted, and this is not an increase over before they increased my area. The only time i get an offfer is when I send the monthly email complaining about the guarantee I was given.

  When I was first contacted the person said he would always be available to take my calls and answer my concerns. I have asked for him, ***********************, but he is never avaialble. 

  This company is a fraud and a scam. 

  Sincerely,
  
  *************************

  Business response

  07/12/2024

  Once the representative has filled the inventory, they are no longer in the office. **************** is your point of contact. Upon review an offer was submitted yesterday in regards to your account. Please review and follow up. 

  Customer response

  07/16/2024

   
  Complaint: 21951566
  
  I am rejecting this response because: *********************** told me he would personally be available for any qiestions or concerns. Yes I did recieve an offer - which was not available by the resort - just like every other offer. The only time I get an offer is when I complain. Over the last 9-10 months i have recieved maybe 9 or 10 offers - none of which were available. 

  When I entered into business with this company I was GUARANTEED all my weeks would sell and i would get all my money back and make a profit. ***********************, who said he was with the company for 12 years - GUARANTEED me a rental check of $9600. 100% guarantee rental was repeated more than once. 

  My out of pocket is $2394 and that is what I would like to get back. 

  This company is a fraud. 

  Sincerely,
  
  *************************

• Initial Complaint

  06/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In August 2023 I was contacted by Points Payment Management stating that I had an opportunity to rent my timeshare for$1600 per day which would cover the $2394 which I paid for a one-year membership; ****************** said it was guaranteed and if not rented I would receive a refund. However, this did not happen and I'm furious that I have been taken advantage of. This is a scam on the elderly.

  Business response

  06/28/2024

  We understand your concerns. Upon review, offers have continuously been submitted in regards to the account. We will have ********************** review your account and follow up with an update. 

  Customer response

  06/28/2024

   
  Complaint: 21904374
  
  I am rejecting this response because it is incomplete.  I would like to know what "management" has to say regarding my request for a refund. 
  
  Sincerely,
  
  *******************************

  Business response

  07/02/2024

  The refund option was within the first 10 days of signing up. We will continue to market your weeks until all 6 have been facilitated. Management is reviewing your account in full and will follow up with any additional options. 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Points Payment Management did not follow through on what they sold us. We were promised that they would be able to market 6 weeks of our RCI membership and we would receive a minimum of $1,600 per week. When I was asked for confirmation, I was clearly told that we would receive a minimum of $9,600 but I also understood that we may need to incur costs. These weeks would be marketed to companies looking to buy some blocks. They may not be owned by RCI but they knew we had an RCI membership. I received one call from them about possibly being able to market one week but since there were the weeks were not available we never received any sales.

  Business response

  06/28/2024

  We understand your concerns. We will have your account reviewed and follow up with an update. 

  Customer response

  07/05/2024

   
  Complaint: 21901256
  
  I am rejecting this response because I have not yet received any communication from Points Payment Management
  
  Sincerely,
  
  ***** & *********************************

  Business response

  07/11/2024

  The account is being fully reviewed, once that is complete, we will follow up. 

  Business response

  07/23/2024

  We have reached out to ***** & ********************************* four times in June and also twice last week and we have not had a luck. We have not received an email back or even a phone call back. We will continue to try reaching out as always. 

  Customer response

  07/23/2024

   
  Complaint: 21901256
  
  I am rejecting this response because:
  
  Sincerely,
  
  

  Customer response

  07/23/2024

  We have not received any calls or emails.  I did a search from any email from @pointspayment.com and I have not received any emails since 2023.  If they tried to call then they did not leave a message and I usually won't answer calls from an unknown email.  Who can I contact at the company?  

  In case there is an error my phone number is ************ and my email is *********************.  

  *************************

  Business response

  07/25/2024

  We will have management and inventory review your account in full and follow up with an update. 

  Customer response

  08/05/2024

  The last message was that they were reviewing our account and would respond back but they never did.

   

  Customer response

  08/05/2024

  Date Sent: 8/5/2024 10:03:10 AM
  

  The last message was that they were reviewing our account and would respond back but they never did.

  Business response

  08/06/2024

  The account is still being reviewed, Once it is reviewed in full, we will follow up with an update. 

  Customer response

  08/15/2024

   
  Complaint: 21901256
  
  I am rejecting this response.  The last response from Points Payment Management is that they are still reviewing.  Another 8 days has past and I have not received a response.  
  
  Sincerely,
  
  ***** & *********************************

*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. ↩