10-Year Loyalty Payback Denied After They Deleted My Certificate!

I want to warn everyone considering Vacation Hub International (VHI) about their so-called 10-year Loyalty Payback.

I have been a paying member of VHI for the full 120 months — every debit order paid faithfully and my account always in good standing. When I reached my 10-year mark and contacted them to claim my promised cash back, I was told that my Reliance Certificate was deleted from their system after completion of the 120 months — and that I therefore no longer qualify for the payback.

Let that sink in: after a decade of loyal membership and payments, VHI simply deleted the one document required to release my money — and now uses that as an excuse to refuse the payout.

Their own terms and conditions clearly state that the certificate is required for presentation, not that its deletion cancels your entitlement. There’s no clause saying they can wipe out your record and walk away from their promise. This feels extremely misleading and *********.

VHI markets this “Loyalty Payback” as a guaranteed benefit, but when you finally qualify, they hide behind technicalities they themselves created. It’s a perfect example of how companies exploit consumer trust.

I’ve will be opening a formal complaint under the Consumer Protection Act and will be escalating to the Consumer Goods and Services Ombud (CGSO).

Be warned — if you’re paying into this so-called loyalty program, make sure you keep every single document and screenshot. Because when your 10 years are up, VHI might just delete your proof and deny you what’s owed.