ComplaintsforTravel Advantage Network, Inc.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On December 27, 2023 I canceled my membership to TAN. My fee was on auto debit paid on the 15th of every month. I've made multiple calls and have been told it takes 30 days to cancel. So when my fee was deducted on January 15th, 2024 I was annoyed but understood it was within the 30 day grace. But then they took it again on February 15th. I notified my bank to no avail. Each time I call I'm told the refund has been submitted but I have yet to receive a check or credit to my checking account. I've been a member of TAN since 2009 and have enjoyed countless vacations at thier properties but now the $100 surcharge on each reservation makes it hard for me because I'm on a fixed income. All I'd like is to be refunded the membership fee for February. My account number is **********. Thank you for you time and attention to this matter.

  Business response

  03/29/2024

  We appreciate the opportunity to respond to this consumer.  Immediately upon receipt of this complaint, we connected with the consumer directly and have refunded the payment in question.  

  Customer response

  04/03/2024

  I just wanted to let you know that TAN has refunded my fee. The check came in the mail today. Thank you so much for your assistance. I truly appreciate it.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company Travel Advantage Network electronic fund transferred $425.00 from my account on 2/2/2024. Submitted to you BBB Automatic Payment Form Confirmation stating my payment for 2/1/2024 would be $109.15 NOT $425.00. Thank you for what you do.

  Business response

  02/21/2024

  We appreciate the opportunity to connect with this consumer.  We made contact with the consumer directly and resolved the complaint to their satisfaction. 

• Initial Complaint

  08/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I contacted tan Thursday the 24aug 23 to cancel my membership and revoke my ach authorization . I talked to representative and let them know I have a zero balance letter and my travel package is paid off. The rep stated that it’s not showing in system yet and that I can’t cancel until it is. I asked rep how long does it usually take to be put in system and response was not sure and it’s up to the financial company to put in system. I then called the financial company and they stated it is in system that I’m paid in full. I decided to wait till 28 aug 24 a Monday and called tan again and spoke to representative and explained i contacted financial company and they said it is system and my package as been paid off since 18aug23 . I again requested to cancel my membership and my remaining weeks. I was then told again that it’s not in system that I’m paid in full for travel package and that they can’t cancel until it is. I asked representative how long does it take to be put in system and rep stated it could be awhile. At this point I requested to speak to supervisor. The rep said ok and supervisor was put on phone. I explained everything to supervisor and she said they will reach out to financial company to ensure I’m paid in full and they will call me the next day Tuesday the 29Aug24. I thanked her and said ok. The next day I waited for a phone call. I figured I would get a call around noon when I didn’t I called tan again and talked to representative and requested to cancel again and was told again it’s not showing im paid in full in system yet. I then stated that the supervisor said they were going to call the financial company and verify I’m paid in full . The rep said oh we tried but there was know response I told rep I had know issues getting a hold of anyone at financial company myself. I then sent a email with zero balance letter to tan and stated I want acct closed and auto payments stopped. Still haven’t been contacted.

  Business response

  08/31/2023

  Thank you for the opportunity to respond to this consumer.  Unfortunately there was a timing issue between the companies that created this anxiety for the consumer.  We immediately respected the request to stop the recurring payment so the payment being processed was not a risk regardless of the time that it took to complete the account update.  We have connected with the consumer directly and addressed the concerns presented.  

  Customer response

  08/31/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  06/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We have paid into this for over 20 years. One vacation used and you can see the condition of the environment we were expected to stay in FILTH! This company is nothing but a scam and we are requesting to be released from this contract. They have literally received thousands of dollars from us over years! Even with all monthly payment being up to date and vacations never used, they are now harassing us about additional fees.

  Business response

  06/08/2023

  Thank you for the opportunity to respond to this consumer.   This consumer should be directed to the appropriate company, ******** *********, to resolve this matter.  TAN is the service provider and cannot provide the resolution that this consumer is requesting.  Based on our records, this consumer has an open financial obligation with ******** ********* which precludes our ability to provide a resolution. 

  Customer response

  06/08/2023

  
  

  BBB,

  
  

  This email is on response to the above mentioned claim ID: ********

  I have attempted to respond to the original claim filed and unfortunately there is not an area available for comment.

  
  

  Please be advised that we have worked with Ms. LaKindra H******* and have found a resolution to this issue.

  Ms. H******* has provided us with great customer service and a quick easy resolution.

  
  

  It is unfortunate that we did not communicate with Ms. H******* prior to our reach out with the BBB.

  
  

  Thank you as far as we are concerned this complaint has been closed.

  
  

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/18/2022, I made a payment of $407.16 for annual assessment fee, which my account under Travel Advantage Network showed it was due. The annual assessment fee is due on October 1 each year for my account. Later I checked my payment history based on records that I kept for myself (the company's website does not provide any payment record, which makes it easy for users to make extra payments in error) and found out that on 9/9/2021 I made a $768.88 payment to pay for two years' annual assessment fee ( as paying for two years will get a payment discount). So this payment would have covered the 10/1/2022 due. Therefore in 2022 there should not be any assessment fee due. I called the company on 2/10/2023 to request for a refund for the duplicated payment as I do not have any more weeks left in my account and I do not plan to use its service any more ( as a timeshare company its service is very difficult and expensive to use), thus I do not need to pay for any more annul assessment fee. The representative acknowledged that I did make duplicated assessment fee payment for 2022 but she told me that the company does not offer refund after consulting with her manager. As I do not plan to use and will not get any more service from this company, the duplicated payment of $407.16 should be refunded. The company cannot just refuse to refund.

  Business response

  02/15/2023

  Thank you for the opportunity to respond to this consumer.  Regrettably, the consumer is correct about the interaction with our team member when she called to discuss the payment issue and refund request.  The team member did not take the time to review the details and provided a quick and incorrect response.  I am sorry that we failed in this case and we immediately reached out to the consumer and addressed the situation.  I believe that this matter is fully resolved to the consumers satisfaction at this time. 

• Initial Complaint

  10/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid both the package I bought and the monthly service fee religiously for almost 5 years. Last year I had financial difficulties as a result of Covid. I continued to pay. In Feb 2022, TAN withdrew my monthly service fee causing an overdraft. I called and asked if there was a hardship plan or anything that could assist. I had only 1 payment left on my package but understood I would still need to pay the service fee, but needed some assistance at that time. I was told then that there was no financial hardship program but that I could end the auto draft of the service fee on the website. I did so and did not receive auto drafts until July. One came through, I contacted TAN about the error, and no more came. Until October 2022. Again, when they withdrew the service fee-even though I had cancelled it- I contacted them. I sent them copies of the emails from July, a screenshot of their website where I was clearly not on auto draft, and I requested a refund due to the overdraft that occurred on my account. Now, they are telling me that to cancel auto drafts, they need a written letter sent to them 30 days before cancelling? This is ridiculous. Then why have I only had auto drafts twice since February ? Why did their website ask me to enroll in auto draft? BECAUSE I HAD CANCELLED IT! I am still unemployed am actively seeking employment, but long term effects of Covid have left me with ongoing health issues. I cannot afford the $30 per month PLUS OVERDRAFTS FEES, when I am living on less that $400 per month. The company representatives are liars.

  Business response

  11/11/2022

  Business Response /* (1000, 5, 2022/11/01) */ Thank you for the opportunity to respond to this consumer's complaint. While we can assure this consumer and all TAN clients that this was not an intentional error, we can agree that a string of communication issues and gaps did create confusion and errors. As soon as we were made aware directly of the issues, we took steps to correct the issues and resolve this matter fully.

• Initial Complaint

  08/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our first trip was booked online through Travel Advantage Network (TAN) February of 2021. Our payment went through the TAN website for a vacation in Florida at the Tiki Liki Village. Additionally, we paid 60 dollars to have our money returned, if this trip did not happen for whatever reason. The pandemic was happening so we felt it would be smart to pay the extra 60 dollars with times being so unpredictable. However, customers through TAN were being transferred to Sundance Vacations. We were unaware of this transfer until after this situation and discovered we booked our vacation through TAN 2 days after the transfer was completed. So our online payment should not have gone through to schedule the vacation in Florida, but it did. We were able to use the 7oo plus dollars for the vacation for a Sundance vacation instead, but the 60 dollars remained with TAN. I contacted TAN two times by phone and was told that they'd make an inquiry or complaint, send it up the line, and it'd take 30 to 60 days before I would hear anything, or if the money would be refunded. I have never heard from TAN about the 60 dollars, nor I have received the money that I paid for this vacation in 2021. Our online payment should have never gone through their system because of the transfer that happened 2 days prior. TAN had a glitch in their computer system. I'd like our 60 dollars returned and I think I waited long enough for a refund.

  Business response

  09/09/2022

  Business Response /* (1000, 5, 2022/08/11) */ We appreciate the opportunity to respond to this consumer's complaint. The $60 in question was the cost of the insurance that allowed for the full refund of the reservation related fees. Regarding the transfer to Sundance, that was selected clients and TAN was not a part of the notification process but we are aware that the guideline was to send a text, an email, a letter and a phone call starting 30 days before transfer. TAN does not have a record of the conversations or activity between the client and Sundance. TAN provided the refund based on the policies and will not be returning the $60 for the insurance that was used to secure the full refund.

• Initial Complaint

  06/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received an email from TAN on 6/7/22, offering a discount if annual service fess were prepaid. It was available by phone only, so I had to call and speak to their account management team to have the discount disclosed. I spoke to their representative, Dione, on 6/9/22, she was unaware of the email and put me on hold. She returned with a 2 year-10% or 3 year-15% discount. I accepted the 3 year option, to pay $1,524.98, after a discount of $269.11. Yesterday, 6/22/22, I received another email from TAN, now offering a disclosed discount of 2 year-25% or 3 year-30%. I called today, 6/23/22, at 11am, spoke with their rep Gina, explained the details and that I'd like to take advantage of the current discount, now double the amount from 10 business days ago. I realized this offer could not be combined or transferred, so I requested a reversal of my prior credit card payment, to accept the current offer for a savings of an additional $269.11. Gina said she would email her supervisor Samantha and have her call me. I noticed the current offer expires today, 6/23/22, at 5pm, so I called back at 2pm and spoke to Dione. She gave me Samantha's vmail and I left a detailed message with my direct number. At approximately 3:30pm, I received a call from Cheryl, because Samantha was in a meeting. I was told they cannot honor my request. Having been a client of TAN since 2009, I'm disappointed with their unethical, unprofessional business tactics. To email a more favorable offer that cannot be accepted isn't a fair business practice and they should be held accountable.

  Business response

  08/05/2022

  Business Response /* (1000, 5, 2022/06/28) */ We appreciate the opportunity to reply to this consumer. We are sorry about the confusion and disappointment. The consumer did take advantage of a promotion in early June. Later in June, we launched a limited time offer with outlined restrictions which precluded this client from taking advantage of the second offer. In hindsight, we agree that the second offer was confusing but not misleading or unethical. This consumer doesn't agree with our stance and clearly stated policy and advised that the BBB has provided assistance with another claim previously. We believe very much in customer service and in the mission of the BBB. With all of those things considered, we are standing by our decision. Consumer Response /* (3000, 7, 2022/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've requested that TAN void and refund my credit card payment, to process this promotion separately and honor the 30% discount offered. I haven't asked for this to be combined, applied or transferred, to the previous payment. Any reputable organization would accept responsibility for their deception and rectify the situation. Perhaps, I should have first reviewed the numerous online complaints concerning TAN's customer service and sales tactics. No consumer should be taken advantage of, this experience has given clearer meaning to Travel ADVANTAGE Network. Business Response /* (4000, 9, 2022/07/01) */ We are sorry that this consumer is not satisfied with the result. It should be noted that TAN isn't in the sales business so the only reviews referenced are likely regarding sales experiences. We can assure this consumer and all of our clients that we are not in the business of deceiving our clients. As the cost of nearly everything is rising, TAN is still working to provide affordable and discounted travel for our clients. Consumer Response /* (4200, 11, 2022/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) My request has been, and continues to be, that TAN honor the promotion that had been offered. They've only denied what has been asked and haven't proposed any resolution. Business Response /* (4000, 13, 2022/07/12) */ We appreciate the response. The proposed resolution is that the consumer keeps the original discount that was paid in full. We explained the reasoning in our previous response. If the consumer would like to pursue a refund and wait for another discount opportunity in the future, we can certainly handle that but we can also not promise that there will be another discount opportunity available.

• Initial Complaint

  06/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They cancelled my account for not paying the membership fee. I have almost $300 in credit on the account from previous vacations that were terrible! They were supposed to credit 2020 and give me 10% off but would not do it so that I could pay it online. They stole my credit for previous past vacations.

  Business response

  06/17/2022

  Business Response /* (1000, 5, 2022/06/03) */ Thank you for the opportunity to respond to this consumer. It is unfortunate that this has escalated to this level. We have been in contact with this consumer since Jan 31st regarding the account. We have interacted with the consumer 12 times between 1/31 and 4/25. The consumer refuses to speak with anyone over the phone and as we have explained we do not accept payment information through email. We have been in agreement with the resolution since 1/31 when we first connected and we still are today. The consumer simply needs to speak with the agent on the phone.

• Initial Complaint

  03/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had used this company when I was married. After my divorce I said I wanted to cancel. Because my ex husband is also listed they continue to "not allow" me to cancel and tell me I owe them more and more money for a service I haven't used or wanted for over 8 years. They keep telling me I can not cancel.

  Business response

  03/21/2022

  Business Response /* (1000, 5, 2022/03/11) */ We appreciate the opportunity to respond to this complaint. Prior to the consumer posting the complaint, we had already closed the account and sent an email to the email on file on March 1, 2022. In January and February, we ran a campaign to close accounts that were over 731 days delinquent. We sent three separate emails to the email address on file letting the consumer know that we would be closing the account on February 28, 2022. We sent the fourth and final email on March 1, 2022 advising the the account had been closed. Based on our records, none of those emails were opened or read. As far as the recent call with the agent, unfortunately our hands our tied as this particular is listed as a co-owner and not the primary owner so we cannot make changes to the account without the primary owner. That said, in this case and based on the fact that the account had already been deactivated, we had already achieved the consumer's stated desired outcome as we did so on March 1, 2022.

*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. ↩