Sterling Holidays Resorts — arbitrarily reducing my balance points

Address:	Chennai, Tamil Nadu
Website:	WWW.sterlingholidays.com

As per my last availed booking at sterling holidays resort vide voucher no.[protected] dated 6/2/18 my remaining balance points were shown as 683 points. So relying on that balance points on on 3/8/18 i tried to book 2 rooms at sterling resort at goa-varca w. E. F.19/8/18 to 24/8/18 on "book 1 get 1 free" offer but was denied under pretext of me having no balance points. Later on under my protest another executive through phone no. [protected] informed me of 318 balance points which was later on again changed to 351.5 points by email dated 4th aug.'18 of feedbacksterling. Feedback sterling again revised the balance through email dated 11 aug.'18 and made it 419 (225+194) points.
As informed by sterling executives on phone the main point of controversy is my earlier booking of goa-varca resort w. E. F.9/12/17 to 14/12/17. On 1/12/17 i requested for that booking and at that time offer of one on for one was in effect but sterling executive booked it as a regular holiday & deducted my 1060 points for booking 2 guest rooms. As my that holiday was fully planned so i silently accepted it with a thought to get it corrected later on. On arrival at that resort suddenly a medical emergency occurred to my grandson. On my request on toll free no. Of sterling one executive of customer care after due verification from staff of the resort allowed me to vacate one room with a promise to cancel it. That vacated room was immediately booked & occupied by another guest. On 12/12/17 my earlier reservation order dated 1/12/17 was modified and another reservation order booking only one guest room vide voucher no.[protected]Copy annexed) was issued.in this order my holiday type was also changed to one on one offer. After that through my email dated 19/12/17 sent to feedback sterling i requested for rectification of my balance points which was accepted and sterling, s feedback team vide email dated 21/12/17 informed me of at that time balance of 318 points. Based on that balance points my earlier 2 bookings were done & balance points were informed accordingly through each reservation voucher.
Legally speaking feedback team/executive can not change my balance points on their own initiative which has become final as narrated above. But the persons responsible for giving me wrong information of my balance points arbitrarily & unauthorisedly re-visited my earlier reservations and prepared a wrong calculation sheet to justify their misdeed.
I therefore requested to customer care head of sterling vide my email dated 12 aug., 18 to examine my balance points on the basis of sterling, s email dated 21-12-17 & my earlier reservation voucher no.[protected] and v. No.[protected] issued by sterling and my all related emails sent to feedback sterling & others. I again requested to customer care head through email dated 26 aug, 18 & 28 aug, 18 to decide my representation dated 12 aug, 18 but till date he himself replied to none but on his behalf a few executives are regularly pressuring me to accept their arbitrary calculation of balance points.
After my retirement from govt. Job i took sterling membership to relax fully but in reality now i feel it has become a great cause of harrassment in my old age.
So i request you to get my grievance redressed from your level
Yours sincerely
Dr m b singh