Reps answering the phone do not have adequate information ex: no totals or when to expect refunds. When asked to escalate, it was not done, called back requesting a supervisor, was hung up on, 3rd request was left a message to email someone else. Phone contacts are rude and incompetent and completely disconnected from reviewers that provide refund checks. HQ VIP services needs to overhaul the phone staff. Did not get a response until I told phone rep that I intend to report this to Better Busines Bureau.