ComplaintsforSpecial Event Travel Network

• Initial Complaint

  11/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made payments on a trip with SET Network to go to ******. The trip date was for 12/29/23. I made SET Network aware of my cancelation on 11/14/2023. I sent in my refund request in writing to the email provided. I received a response with the options to cancel for partial refund or get a voucher. I chose the partial refund option. I paid $1,800 and was told the refund amount of $1,300 will be processed to the cards it was taken from within **** "Business Days"I advise them of cards used was no longer valid and requested the funds be refunded to the last card used. I was told "funds will go back to the card used to make payment"I knew the banks would do this but figured I'd request it anyway and put my banks on notice, as I read previous reviews from others regarding money issues with SET Network I received the first refund of $250 on 11/18/23.I received an email from SET Network on 11/22/23 confirming that remaining payments totaling $1050 have been processed to the cards the payments were taken from. (See Below)From: "SET Network *********** <**********************************> Date: 11/22/23 5:07 PM (GMT-05:00) Subject: Re: ****** Takeover Event Order Number ****** Hello ***************Please note a few things.We will be sending the remaining refund due back to your cards today. The total is: $1050 -Please note that we sent it back to the cards we have. If any of the cards are invalid as you said, then the bank will send the money to the new card. We can not send money back to a card we did not charge. This is common for banks to transfer from old cards to new cards. - please allow your bank the 5 to 7 working days courtesy to sort it out.As of today 11/24/24 SET have not process my remaining refund. I got an email today stating "oh the banks rejected our refund request and now we have to send you a check". This is false because my bank accepted the 1st refund they processed which was a invalid card. I told them this. Trying to prolong the refund

  

  Business response

  11/24/2023

  Hello and thank you for requesting additional information. 

  What the client has failed to mention is that we explained that the process may take 5 to 7 working days. As of today, we have until 11/29 to process the refund.
  She is being unreasonable in her demands as we are working ahead of schedule. 

  She demanded after-hours that we send her copies of where the refund decline is shown, we agreed to do that - but we told her that if it does not work out, we would be mailing the check. We advised that would try to reprocess the refund again by close of business Monday - but we are actually going to try to process on today 11/24 - Ironically all this happen TODAY again 3 days before the advised time. - she is being unreasonable in the request but we are still working to take care of it. 

  Also not mentioned is that she paid with up to 6 cards with different banks.  We contacted her via email and advised that - because many of the cards that are closed out or disabled that some payments are not being accepted for refund, so we advised that we would send her a check for the remaining amount. We also advised that we would send it to her via express mail, with tracking for next day delivery.  - all of which she would have BEFORE the advised time - she refuses to even give us the address to send it to. 

  In short, the client is showing little patience and disregards our efforts to take care of this. We will also follow up with either one or two things following this complaint. 
  1. the receipts of refund 2. the tracking to the package we send to the address we assume is hers as again she wont provide the address she would like. 

  In the name of transparency see the communication between the company and her.  There are many but these are from tonight's conversation. Again we are doing our best but the client is not participating in the process.  One way or the other our policy requires us to close this case with the agreed upon refund amount, by 11/29. We will meet or best that deadline with or without her assistance. 

   

  

  Business response

  11/24/2023

  See additional information in the attachments 

  

  Business response

  11/24/2023

  ******************** please see attachment with updated information. 

  Customer response

  11/25/2023

  Hello,

  Please see the email.

  SET alleged they processed my refund. I requested confirmation and recieve a falsified screenshot of a "decline attempt" 

  However, the account number and card type wasn't my info. The  "alleged" refund attempt was sent a **** card I paid with a Mastercard. I don't trust the Intergity of this company. Please look into this. 

  Customer response

  11/25/2023

  **** refusing to speak me I requested a call back several times. Please don't lie to the BBB as well. Just admit yall never sent the remaining refund on 11/22 in the amount of $1050 as indicated in the emails below. Only $350

  I'm not being unreasonable or demanding. I'm just calling SET Network out on their unethical business practices. I'm not making you work hours, although I've expressed my appreciation, that's the least you can do for being dishonest. The inconsistencies regarding process times one person saying 5-7 another **** business days. 

  At this point I want my full refund. The incompetence from this company is very disturbing. 

   

  -- Original message --------

   

  From: "SET Network *********** <**********************************>

  Date: 11/22/23 5:07 PM (GMT-05:00) 

  Subject: Re: ****** Takeover Event Order Number 315909 

  Hello *************** 

  Please note a few things. 

  We will be sending the remaining refund due back to your cards today.  The total is: $1050 

  You mentioned that you did not get a notice but the system shows that it emailed and texted you confirmation that we processed your refund. You will get another text and email the same way you did when you made the payments.

  Please note that we sent it back to the cards we have. If any of the cards are invalid as you said, then the bank will send the money to the new card. We can not send money back to a card we did not charge. This is common for banks to transfer from old cards to new cards. - please allow your bank the 5 to 7 working days courtesy to sort it out.

  **************, please note that we handle a number of matters for the company. Calling guest services at this point will not be your best time spent. You can respond to this email with questions but note that we ask for ***** BUSINESS hours to get back with you. We ask that you allow this allotted time before trying to reach us again. 

   

   

  Further, you asked about the registration fee. You are the cancelling party. Registration and First payments are nonrefundable per person. In your case that amount was taken from the balance due. The payment you are speaking of is on someone else's card and account. 

  With confirmation of your refund processed on this side, we will mark this matter closed. 

  THANK YOU and we hope to see you at an event soon

  
  
  The 2nd screenshot isn't vaild either smh. It appears the information was manually changed to reflect the correct card and account number AFTER i pointed out SET Networt fraudulent errors in their claim attempt to process the refund properly. 
  
  
  I' work in Financial/Insurance Litigation industry for years and can tell when something isn't vaild, legal, or legit. 
  
  SET Network did not process the refunds as stated and now it appears documentation is being falsify, another unethical business practice regarding a consumer's transaction 
  
  
  At this time I'm requesting a FULL refund.  10 business days have now passed and SET hasn't provided any proper documentation to prove the remaining refund was processed in a timely manner as indicated to the correct accounts.
  
  
  Because of the back and forth and incompetence, i do not trust that the company is operating with integrity on my behalf to recover my funds in the same way paid. 
  
  
  
  
  I did not send SET Network a cashier' check for payment. Therefore, accepting a check/cashier check is not an option for me.
  
  
  SET Network requested my address and I requested someone to contact me via phone to resolve this "alleged" error. 
  
  
  The funds either need to be properly refunded to the correct cards( just like the first 2 was) or as previously requested several times, a conference call with my bank, the merchant(SET Network) and myself, OR attempt a refund to a different card.
  
  
  If I have to accept a cashier check AFTER ALL the above options been attempted then we'll cross that bridge then.
  
  
  I do not recommend sending a cashier check to the address you have on file for me. I need to speak with someone. 
  
  
  Please be advised my bank is aware of the situation and I' sent these screenshots and emails for further review
  
  
  
  
  They agreed and CONFIRMED the documentation sent is/was falsified. They instruct me to file a Better Business Bureau and they'll provide a statement to the BBB confirming no refund attempts were never processed to cards **** and **** and documentation sent was falsified.
  
  
  Again, I hope I don't have to take further action against SET Network- Platinum VIP to reach a resolution.

  Customer response

  11/25/2023

   I receive an email confirming remaining refund $1050 was processed on 11/22 when I asked for confirmation turns out it was only $350. Please explain?  That's why we are here now days later. 

  I only received 2 refunds since I requested it on 11/14. 

  My bank accepted those so why would they reject the others if it was sent

  Customer response

  11/27/2023

   
  Complaint: 20912653
  
  I am rejecting this response because I only received confirmation of a $350  payment on 11/22/2023 not the  $1050. When I asked for confirmation on the others I received an email saying they will contact me on Friday 11/24 to discuss the others. 

  Their claims of sending it was false. The account IS in fact VAILD for receiving funds. The only reason they are saying this is because i was HONEST & transparent in the beginning and advised SET Network that 2 of the 4 CARDS used, was invalid(not the accounts)

  I requested multiple times for someone to call me for a conference call with my bank. My bank confirmed no refunds were ever sent. Therefore, their claims of sending it on 11/22 is false. As of today 11/27 no one from the company has contacted me via phone.

  I'm requesting my full refund of $1800 at this point because of the discrepancies, the 10 business days have expired, and failing to submit remaining as indicated in attached email received from them on 11/22.

  I understand that error happens however as the consumer/customer I shouldn't be held liable for SET Network internal mistakes, but made whole.

  I did not send SET Network a check for payments therefore receiving a check isn't a option. Again I'm requesting and my bank is requesting a call to resolve matter as they do not reject refunds sent to invalid cards/ valid and open account but transfer them

  The alleged screenshots SET Network sent isn't vsild...I've provided them to my financial institution and they also confirm it's not vaild. 

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

  

  Business response

  11/27/2023

  
  We offer this as our last communication regarding this matter. From here the BBB can decide. 
  
  Hello, it seems that this guest can not be made happy. This is confusing because the offer to give her a refund was OUTSIDE of our policy that was clear when she signed up. We even stated in the response and showed her where she is actually NOT due a refund. We however were attempting to assist this guest.  Since the moment we agreed to offer her a refund it has been an issue. We advised her that it would take the requested days to issue all the refunds back on multiple cards she presented. That close out date is Wednesday 11/29/23. Today is 11/27/23. The amount owed her per the email we sent is $700.   Please see, that in order to meet our deadline we have: 

  Issued 2 cashiers checks in her name, each represents the cards that declined of hers. We sent them express mail and attached is the proof that the payment was sent, it is currently out for delivery. We can not longer debate over the method. The important thing is we honored our agreement and she has gotten her refund. 
  
  See a screen shot of the email we sent today to this effect along with all the tracking details she was provided.
  
  <start> 
  
   Hello *************** 
  This message is to inform you that, we have sent you 2 cashier's checks in the amount of $350 each.
  
  According to our acknowledgement of an, offer to refund which happened on: 
   11/15 at 1:34p - our date to close this out is Wednesday of this week. 
  
  However, express package was shipped on Sat, see receipt and will arrive today. 
  We apologize in advance for any inconvenience or misunderstanding. 
  
  <end> 
  
  P.S. See attachments for proof. 
  
  

  

  Business response

  11/30/2023

  Date Sent: 11/27/2023 1:56:34 PM
  

  
  We offer this as our last communication regarding this matter. From here the BBB can decide. 
  
  Hello, it seems that this guest can not be made happy. This is confusing because the offer to give her a refund was OUTSIDE of our policy that was clear when she signed up. We even stated in the response and showed her where she is actually NOT due a refund. We however were attempting to assist this guest.  Since the moment we agreed to offer her a refund it has been an issue. We advised her that it would take the requested days to issue all the refunds back on multiple cards she presented. That close out date is Wednesday 11/29/23. Today is 11/27/23. The amount owed her per the email we sent is $700.   Please see, that in order to meet our deadline we have: 

  Issued 2 cashiers checks in her name, each represents the cards that declined of hers. We sent them express mail and attached is the proof that the payment was sent, it is currently out for delivery. We can not longer debate over the method. The important thing is we honored our agreement and she has gotten her refund. 
  
  See a screen shot of the email we sent today to this effect along with all the tracking details she was provided.
  
  <start> 
  
   Hello *************** 
  This message is to inform you that, we have sent you 2 cashier's checks in the amount of $350 each.
  
  According to our acknowledgement of an, offer to refund which happened on: 
   11/15 at 1:34p - our date to close this out is Wednesday of this week. 
  
  However, express package was shipped on Sat, see receipt and will arrive today. 
  We apologize in advance for any inconvenience or misunderstanding. 
  
  <end> 
  
  P.S. See attachments for proof. 
  

  

  Business response

  11/30/2023

  Hello, please see our last communication. 

  We consider this matter closed. We did what we said we would regarding the client. Please check the last attachments and proof of service to this guest. She got her refund and she got it BEFORE the due date.  Whatever her concerns are at this time are inconsequential.  We stand by our position and actions. We have been around a very long time, we serve over 10k people a year, we stand by our product. We will not deviate from it.  If what this client was saying is true, we would not have the A grade record we do with you, the BBB. 

  This matter is closed, within our records. 

   

• Initial Complaint

  06/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I'm not sure where to begin... I will say I've enjoyed both of the trips taken with this company... BUT as soon as I privately expressed a concern following the second trip, I was met with defensive, finger pointing responses. My concern was that my information as well as others, had been compromised(there were 6 of us that I'd confirmed having the exact charges as one another, prior to contacting SET) and I notified them that there may have been a breach of data with a vendor(s) they had done business with. Instead of gratitude and empathy, they responded with sarcasm, gave every excuse to deflect from being liable and wanted me to supply them with the names and details of the other travelers affected. The more I thought about it, I knew there had to be more people affected, so I reached out to about half of the people that attended and sure enough, I received an overwhelming response from ~15-20 people(thus far) that had incurred fraudulent charges and attempted transactions by the same merchants I'd mentioned to them. I advised them to contact SET as well and they received responses stating that I was the only person affected and I'd fabricated the entire thing...That seemingly implicates guilt. What I want from this company is honesty and accountability. Each email I receive from them, lowers their credibility. I have no faith that they've proactively contacted anyone - travelers or companies they've done business with(for financials, website encryption services, software, etc) because they have yet to reveal what their next steps are and repeatedly say "they're looking into it" - How?! With whom?! Who is "they"?! In somewhat becoming the spearhead of this situation, I've listened to several heartbreaking situations as a result of this "breach". MAKE IT RIGHT SET!

  

  Business response

  07/11/2023

  We are completely confused about why Ms. ***** is still reaching out on this platform. 
  
  As of last week, we sent her the update to the issue, listed all the things happening differently and followed up with those that needed to be reached out to. We sent the communication to her and to her group which means she got the information two different times. 
  
  We explained we did find an issue, it was fixed. We advised of what we did to find it, fix it and insure it does not happen again. Additionally, we advised them of a customer appreciation credit voucher we are sending to them. All of this was done as of Friday, July 7 at 11:30a.
  
  So we are now confused as to why she is still reaching out on this platform as though there has been some type of dereliction of duty, unless it is to somehow humiliate our company to the public at large. 
  
  To that degree, as we read her complaint there are some points that we should address. 
  
  1. First and foremost, she contacted us via text message suggesting WE or our vendors were "scamming her" and her friends.
  
  It was not until we responded and reminded her of the relationship she has with our company and reiterated to her of our company's process of working against fraud each time she traveled with us; that she changed her thoughts  to "maybe we had a breach on the site".
  
  In each of the communications however, we advised that we were sorry to hear about it, she was the first to bring it to our attention and we explained that we would look into this matter and report back. Which we did as mentioned earlier in this communication. 
  
  Yes, we did ask for others who were affected as in her communication she kept saying so. In this effort we were able to communicate with those guests directly. There was nothing malicious or callus in the request.
  
  2. Illegally, without permission,  the client reached out to a small segmented group of others within the WhatsApp group to complain to them about the matter and was met with what is being described by many of those contacted as "spam and harassment" from her. She did not understand or realize that the group was mostly composed of other long-time customers who know our company's reputation. 
  
  We are truly thankful that Ms. ***** notified us of charges on her card.  Her notification allowed us to get ahead of this matter before it affected many of our clients.
  
  The process of uncovering the source of the issue took several days to identify. We spent thousands of dollars in a matter of days to find, fix and secure the situation. 
  
  Once we had the matter resolved on July 7, we made contact to each person affected and attempted to make it right. We have done our due diligence and would appreciate this guest cease and desist from dragging this matter onward. If she has further commentary please reach out to us directly and allow us to address the matter. 
  
  
  Thank you 
  Joe ***** *** 

  

  Business response

  07/17/2023

  Please see attachments for response. With attachment considered we consider this matter closed, as we have completed all task. 

  
  
  

   

  Customer response

  07/23/2023

  
  Complaint* ********
  
  I am rejecting this response because:
  The battle for this company to maintain their "integrity" by telling fabricated stories is pitiful and isn't worth my time. I'm not sure how "problematic" I could've been when I've only been on two trips with this company, that's laughable. 

  Again as you can see from THEIR screenshot, I reached out to warn, not accuse.
  Sincerely,
  
  ******* *****

• Initial Complaint

  09/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Aug 15, 2022 I signed up to go to the essence festival in 2023. The cost is $975 each person. I already had a $400 voucher to put towards the event and I was working with the help department regarding an additional $250 voucher for an individual that could no longer attend in our group. Although we expressed concern regarding overpaying, the young lady advised us to continue making payments. Now we are making our final payment and being told that we have overpaid and will not get the money back. All of the emails are without signature and the company refuses to let me know who I'm speaking with or emailing back-and-forth. Initially, I just did not want to overpay. They forced us to overpay (or get charged a late pmt) At this point I don't trust the company at all and want all of my money back. Complete email traffic can be sent.

  

  Business response

  10/21/2022

  Business Response /* (1000, 5, 2022/09/21) */ Hello and thank you for requesting additional information on Ms. ******. Let us first say that in servicing over 10k people a year, this matter is not very common for us and if and when it does happen we address and try to resolve it in the guest's favor. This is why our BBB report stands at an A grading. So while we will not discredit the guest concerns we will say that, we have tirelessly worked to resolve this matter and as of 9/21 the guest has emailed us saying that they will be making the final payment today. Caveat: All the below information can be confirmed and validated by emalls and refund receipts - we will send to the BBB upon request but do not want to compromise the guest information, via attachments, since this information is for public view. We have worked with this group extensively. We have tried to accommodate as best as possible. We have been as transparent as possible and our departments have responded to all communication for this group. Back Story to this case is as follows: The communication concerns are from the group "help" department, they are responded to as first come first served. Once the guest asked for the names we also accommodated. We only communicated from that department via email for records and validation of directives. This guest was unable to attend a previous event. We allowed them according to our terms and conditions to receive a "future travel voucher" . They agreed to the terms and conditions of the voucher ( which in one communication was resent and highlighted for the guest). The provision they have an issue with is the fact that vouchers are applied to the final payment and balances from vouchers do not transfer. However, what she is failing to mention or state is that ( once again ) we set our terms to the side and refunded the card on file ( the "overage" ) she is referring to, simply in the effort to appease the guest. ( refund receipts can be provided upon request) Once that was resolved 9/15 9/16 she said as of today 9/21 that she was calling in to make her payment. ( this was done in email). We are unclear about what the new issue is with the group now but will work to resolve them for the group. Thank you for requesting more information

*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. ↩