The company Cruise Value Center ("CVC") is a broker that sells reservations on cruise ships.
On 12-14-07, pursuant to their email stating contract terms, I purchased a cruise reservation over the phone with CVC for a total of $3,332.17. The deposit was $1050, which I paid by giving my ATM-VISA account number. The CVC employee, Frank Smith, verbally stated to me that the balance of $2,282 was due on 1-7-08. Prior to the transaction, Frank Smith had sent me an email with this same information (Initial deposit of $1050, and a balance of $2,282 with the due date of 1-7-08.) CVC did not send any email confirmation after the reservation was made.
On 12-18-07, without any notice to me, or authorization from me, CVC debited $2,282 from my ATM account (which is attached to my checking account). This was a problem because it unexpectedly wiped out my account balance in the week before Christmas, and besides, the other traveler on the reservation was going to pay the balance in early January.
When I called CVC to complain and request a reversal of the unauthorized transaction, I was "hung up" on several times by the receptionist after she stated that CVC "followed our policy" regarding payment. Finally, I spoke to the manager Roz Riley, who refused to acknowledge my complaint and "hung up" on me. I then called the "owner" Jeffrey Kivet, who was rude and "hung up" on me without even listening to what the problem was.
On 12-20-07, after I complained to the cruise company Holland America Lines ("HAL") who called CVC on my behalf, CVC promised to refund the money.
On 12-22-07 I called CVC to follow up on obtaining the refund, and manager Roz Riley said HAL had the money and therefore HAL would be refunding the money.
On 12-26-07, when I contacted HAL, they confirmed that CVC never sent them the balance of $2,282. After that, CVC admitted they never sent the money to HAL, and promised a prompt refund of the unauthorized transaction.
It is now late on 12-27-07, and no refund has been received.
Problem: Cruise Value Center believes that they can unilaterally modify a contract by sending a confirmation with altered terms. Thus, they think they are entitled to access your account number given to pay the deposit and debit the remaining balance without notice to you.in my case, even the Confirmation was never sent.
Michael
Tustin, California
U.S.A.
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