Failure to provide a reply - ignoring clients

Flexi Club’s disdain for their clients seems to be a common theme in reviews on this platform. I unfortunately must also join the long list of clients that are ignored. ****** Holidays has two membership numbers 0***x0 and 7***x2 and holidays are booked accordingly. My correspondence with Flexi Holiday Club has been as follows:

12 August 2020. Letter (Covid 19-2) sent as an attachment by email. Booking for Desert Rose cancelled because it involved cross border travel which was not allowed according to regulations. Requested that points and savings be re-allocated 13 August 2020. [##Issue ***##] : ****** Holidays. Receipt of letter acknowledged 27 August 2020. Follow op email sent. Awaiting feedback from letter dated 12 August 2020 27 August 2020. [##Issue ***##] : Fwd: ****** Holidays. Receipt of letter acknowledged 27 September 2020. Letter (Covid 19-3) sent as an attachment by email. Requested a written reply due to poor cellphone reception. My points had been further reduced and no re-allocation had taken place from the cancellation. Requested that points and savings be re-allocated 28 September 2020. Telephone conversation with Faith, reception was very poor and difficult to follow. Said would follow up points/levy query. Requested an email reply for which I am still waiting for. 3 October 2020. Letter (Covid 19-4) sent as an attachment by email. Requested a written reply due to poor cellphone reception. Still no re-allocation of levy or points. Requested an extension of utilisation of points/levy into 2021 as no clarification had been received from the first request in August 2020. 3 October 2020. [##Issue ***##] : ****** Holidays: 0***x0 and 7***x2. Receipt of letter acknowledged. 8 November 2020. Letter (Covid 19-5) sent as attachment. Requested follow up on previous letters. Membership no 7***x2 removed from system. Fortunately downloaded copy of status on 3 November before it was removed. 8 November 2020. [##Issue ***##] : ****** Holidays – 0***x0 and 7***x2. Receipt of letter acknowledged

As can be seen from the above correspondence, I have been trying to receive a written reply since 12 August concerning the cancelation and re-allocation of the points and monies to the levy account. A few attempts have been made to phone me in spite of my request for a written reply. I am a farmer in the Karoo, there are no land lines and poor cell phone reception (dependent on the time of day, weather and signal output due to load shedding).

Member number 7***x2 no longer appears on their site when I log in. What is the reason for this? The only account that appears when I log in is 0***xx0. Fortunately, when I checked on 3 November to see if any progress had been made to my requests, I downloaded the status of my account as at that time for record purposes as well as the accounts dashboard for the levy account and the points account.

When I booked my holiday on 17 December 2019 for Desert Rose for the period 4 September 2020 to 11 September 2020, there was a shortfall of funds in the account, which I had to deposit to secure my booking. I duly transferred R919-34 from my bank to their account to secure the booking. This holiday was then cancelled on 12 August due to the cross border travel ban in place at the time. At the time I requested that the levy and points be re-allocated for future use, and if possible in 2021. As time has progressed and the year draws to a close, I am still waiting for a reply. When I study the dashboard, I struggle to make sense of what transpired in my levy account. Coupled to this, I have also been penalised with a points forfeiture for the cancellation. The cancellation of the booking was totally beyond my control, due to the travel ban. With the easing of the regulations in July and August, one had hoped that travel would be allowed in September, but to no avail.

In these economic depressed times, the loss of these funds and points by a loyal client, since 2005, is not acceptable. What further bothers me, is the absolute disregard for me as the client, to provide me with an answer to my queries since August. I am sure this is not how Flexi Club normally conducts its business.