I used a voucher my father had for a trip to one of their resorts in Mexico. I bought the trip cancellation insurance, and something came up so I had to cancel. The document that was e-mailed with the trip confirmation only gave a fax number and mailing address as contact information for cancellation. I attempted to fax the cancellation, but the provided number did not work. I then mailed a certified letter of cancellation. I also called a number for an individual that had contacted my father about travel from the airport at the resort. (No phone number was provided with any documents I had, so I called him to at least try to see if he could give me a number to call). 2 weeks later he called back. I told him I had cancelled the trip, but he said it had not been cancelled. After numerous times of being put on hold I was told that they had chanced the address and fax number for cancellations. I was past the 30 day cancellation period, but expressed my displeasure with the fact that the only reason I failed to meet that requirement was due to their error in not providing updated information to customers. The individual I talked to (Edwin Gonzalez) said he would look into it and that I should call him in 3 business days. I called back a few times, would immediately get sent to his voice mail, and have not gotten a response to any of my voice mails. I've also not seen the money for this trip refunded to my credit card.