I purchased a vacation on November 11, 2017 for $3, 700. Account # RCIP35696TMW. Once I had paid 80 percent of the balance, I called RCI vacations on March 11, 2019 and spoke to David Pires about a using the cruise certificate. David was supposed to provided additional information before finalizing the trip. I never received a return call from that representative. Then I receive a voice message from Tony Thompson in May 2019 stating my certificate was about to expire. When I responded to the message, Tony informs me it past the expiration date and I must pay 599 to reactive the cruise certificate. I explained that I have been trying to get the cruise scheduled for a couple of months and never received the additional information. Tony was to return my call. He never returned the call or responded to my voice messages. I called again on June 1, I spoke to Mitzi who finally referred me to customer support and stated a supervisor "Cynthia" would return a call. I called again on June 3 and spoke to Juan who stated he would escalate to management. I would receive a return call in 3 to 5 days. I called again on June 24th and was advised another email was going to management so they can return my call. I continue to get the run around which I now realize is a tactic to get an angry customer off the phone. Please understand, I have used RCI vacations previously and always had a very positive experience. Clearly, something has changed with the company. My resolution request: A full refund of all monies paid to this vacation. My husband is a disabled veteran and we used RCI vacations payment plan to afford vacations because of our limited income. Now we have been robbed of that luxury.