SECTION 5.3: LOST TWO DISPUTES ALREADY? GIVE THEM ONE CHANCE -- BUT KNOW WHO TO TALK TO
Do this, just to prove you tried, but do it on your terms
You will email ONE person, and ONE person alone: Mrs. LOURDES GARCIA.
She can be found at email: lourdesgg@bppclub.com
She is the Director of the ESCALATIONS department. They sometimes call it “Service and Solutions” -- but they neither serve nor find a solution for anything you care about.
They’re simply tasked with stonewalling your request for cancellation and refund, until it is legally/financially better to make you go away.
She has been hired to do ONE job, and ONE job only: prevent you from getting any of your money back. Everything else is secondary -- they will give you nothing, and keep emailing and keep you on the phone as long as necessary, to prove YOU made a mistake (“you should have read the contract!” they will say, making YOU feel stupid for TRUSTING their lying salespeople, and calling the salespeople lies “misunderstandings”).
What you do is you give them an ultimatum, which, broadly, should state:
- Who you are, when and where you bought your contract
- Who you bought the contract from (salesperson and anyone else involved in signing the Agreement)
- If you believe you were lied to when you signed up, be SPECIFIC about the things you were VERBALLY TOLD. Make special mention of ANYTHING they said would be “free” or “reduced price” or “fixed at X price” or “included every time”. Any specifics, any salesperson quotes help.
- Be SPECIFIC about how the Agreement differs from the verbal discussion with your salesperson.
- If your reason for canceling the contract is any other, then be specific about that.
- Indicate to them YOU DO NOT WANT, NOR CARE about “alternatives” and simply want the IMMEDIATE cancellation of the Agreement, and the FULL refund of ALL monies paid. You DO NOT agree nor care about mediation, you simply want for them to take action as you have indicated.
- FINALLY AND VERY IMPORTANTLY: threaten them with legal action VIA PANAMA COURTS for violating CONSUMER LAWS, including BUT NOT LIMITED TO the fact there is NO RESCISION PERIOD in your contract
This person will be, most likely, FLOODED with cases. INSIST IN HAVING YOUR CASE RESOLVED ASAP.
Write, call HER, call the regular Reservations number and ask for her, INSIST. In our experience talking to other members, whoever INSISTED the most, GOT refunded MORE and FASTER.
Even if it is not your nature -- CALL and WRITE OFTEN, until you get paid back. SEVERAL TIMES PER DAY, if you have to.
Depending on a multitude of internal factors, one of which seems to be how recently you signed up (the more recent, the better for you) this can be one email and done. They make refunds by crediting your card payments back to you, or otherwise wiring any cash payment you made back to your bank. This is typically done without an issue. ASK FOR A DIGITAL RECEIPT, ONCE THEY DO THE REFUND TRANSACTIONS.
INSIST on talking to Lourdes and NO ONE ELSE. Everyone else is just putting you one step removed from her, who is making the final decisions.
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Checklist before moving forward:
A) Did you communicate IN WRITING AND BY PHONE?
B) Did you address your communication to LOURDES GARCIA?
C) Did you include EVERY part of your ultimatum?
D) Did you CALL REPEATEDLY several times per day, for a MINIMUM of 2 weeks?