ARROGANT ATTITUDE ON THE PROBLEM

hello its me again and THE HOLIDAY CLUB again.

I have been dealing with a Noeline Sayers[ N.S] on this particular issue.

To Explain: As at yesterday morning [ 11/4/22 ] my point status was -5. [minus 5 due to borrowed points]

I had bookings at Umhlanga Sands for June and August 2022 . These bookings cost me 30 points. Yesterday afternoon [ 11/4/22 ] I cancelled the bookings at Umhlanga sands and the system reflected a full refund of 30 points was made. My Points should then have displayed as be 25 points available to book holidays [ -5 points at the beginning +30 points refunded = 25 points ] BUT when I checked my Profile it reflected 0 [ zero ] points available.

I contacted THE HOLIDAY CLUB telephonically and explained that they had made an error and asked them to correct. N.S. undertook to recalculate and report back to me. I did receive a email from N.S. acknowledging that the opening balance , before cancellation, was -5 and that the 30 points was refunded. She enclosed a Reservation statement which she said was my correct balance.

I opened the attachment and to my utter astonishment saw that my balance was still reflected as 0 [ zero ] points available. THE HOLIDAY CLUB then sent me a email stating that it had been reported that my query had been satisfactory resolved!! I immediately rep**** stating that my QUERY HAD NOT BEEN RESOLVED.

At 15h35 today I received a telephone call from N.S. enquiring why I was still not satisfied with her answer that my balance was 0 [ zero] points. I repeated that -5+30=25. She refused to correct my status not seeming to understand. it was a prolonged telephone discussion with me re-explaining her error and on and on. I told her that I will be taking it higher to someone who could sort this out.

The person keeps on going back to a result of still 5 borrowed points and the booking system to zero points available. The attitude has been that of that the person dealing with the problem is correct TAKE IT OR LEAVE IT. PROBLEM REMAINS NOW THAT IF I WANT TO BOOK A HOLIDAY IN NOVEMBER THE SYSTEM TELLS ME THAT I HAVE NO POINTS AVAILABLE ALLTHOUGH I HAVE 25 POINTS AVAILABLE. SO NOW I HAVE TO PHONE THE HOLIDAY CLUB TO ASK TO BORROW POINTS FOR MY HOLIDAY. MONETARY WISE IM OVER R19,800.00 IN CREDIT WITH THEM.

Can you guys please explain the simple arithmetic to them

ID Farley PLPA112910