Beware if you use a Debit card for your Disney Reservations!

[JRLINK3]

This one is lengthy, but at this point I really need to get the word out to my fellow DIS members!

On July 18 I booked a 5 day, 4 night December 2007 trip to Walt Disney World. I went online to disney.com and got the phone number off of there after I made my selection about where I wanted to go. I put down the $200 required deposit. I used a debit card that has a VISA logo on it for the transaction. The representative told me that this would be fine. She did not mention any holds or extra fees for using a debit card. The payment went through fine, however when I went to use my debit card the next day for an emergency, I was declined access to the funds. I called up my bank immediately to find out what was happening (thinking that it was their fault) I was informed that my checking account had been frozen due to an unauthorized $1,000 hold that Disney put on my account. I was stuck on the side of the road needing a tow truck and could not access my funds!!! I immediately called Disney to find out why they did this and they denied that their company did such a thing. After being on the phone for over an hour with Disney and being transferred from representative to representative we finally reached Denae. Denae is a very nasty woman who made us feel as if we were making this up and trying to take advantage of Disney. We were made to feel dishonest or that we were making this up. She told us to provide proof that Disney did the hold. So, the next day we went to our bank and received a letter from them stating that Disney did put the $1,000 hold on our bank account for 24 hours. Our bank stated that this was called a "Prestigious Property Code" and each code stands for a hold amount. Our account was coded with a "B" which representated $1,000 hold. My bank said that this information is written in Disney's "parameters". So, for the $200 transaction, I needed to have over $1,200 in my account in order to have access to any funds. But the hold is only for 24 hours, so most people do not realize that the hold is being done unless they go to use their card. The Disney reps that we talk to claimed to know every single one of their parameters for each of the several companies that process their transactions. They denied that they would ever put a hold on someones account. Now our debit card is linked to our checking account and because of that we put almost everything into savings and just keep what we need in checking. Kind of as a safeguard in case the card is lost or stolen. I was never told about this hold or I would have made sure that I planned around it as I did for my second payment. The next payment that I made to Disney was $500 on 09-06-07. Again a hold was placed. This time, however, I prepared and withdrew money from my account the day before I made the payment to insure that I would have some funds. On 09-20-07 I tried to make a $300 payment. My payment was kicked back! I tried 5 times to make the payment online and each time I was told there was a problem. I called in and talked to a representative and she took my information and told me that my card was declined. I asked her about the hold and she said that that was not possible. I again called my bank and they said that I had more than enough to cover the $300 payment, of course I already knew this. After some research they saw that Disney was again doing the $1,000 hold. My husband called Disney again and again we were told the same thing. Disney doesn't do holds. We are currently awaiting for someone to do something to make this right. We have been forwarded to Manager to Manager. No one wants to help or do anything to make this right. No one wants to take responsiblity or acknowledge that this is happening. We have spent countless hours on the phone with Disney trying to get answers. Now, we are just trying to give them money and their own system is kicking it back! Now, it is even more than just the $1,000 hold issue. We are treated horribly when we call. The representatives have been rude and aggressive. They raise their voices to talk over you instead of listening to the problem. We have even been yelled at! So, now the issue is no longer the hold, but the customer service. We are at the end of our rope with them and they have taken this magical wonderful vacation and have turned it into a nightmare. On September 25th we gave them 48 hours to get back to us since they are telling us that it is being researched. Well, it's way past that, so I have filed a complaint with the Better Business Bureau.

Due to the hours of being on the phone with Disney, the rude treatment, the lying about the $1,000 hold, the freezing of my bank account for when I needed it the most, the embarrassment of having my card declined in front of the tow truck driver....I've just about had it!

I just wanted you guys to be aware when you are making your reservations that this could happen to you! And if any of you know any Disney executives that care how their company is perceived, please forward this to them. I seem to be getting no where.

Thanks for reading!

[Blueyed Girl]

I wonder if this has anything to do with them running it through as a "debit" transaction rather than a "credit" transaction? When I make payments online with the same type of card, it is a "credit" transaction and I've never had a problem with them holding funds or anything. Hmmmm, very strange. I will be on the lookout next time. Thanks for the info. Sorry this is happening to you.

[scraplady]

Ok I have to say I didn't read the whole post. But I have booked on line and make every payment with my visa debit card. I never had a problem hold more than what I paid. But I do know that gas stations and hotels will sometimes hold up to double the amount of a purchase.
Tina

[mdhkitten]

Sorry to hear that this happened, but it's good to know. I've always used my debit card, too, but fortunately didn't need to make any big purchases within 24 hours of booking with them. I know that many companies put "holds" on your debit card for double and obviously sometimes more and never tell you. I know from looking at my checking account and thinking where in the world the charge came from. I agree that they should have admitted it to you, though.

[CleveRocks]

What happened to you stinks, but it's not typical.

I've used my debit card twice (2 trips) and never had any hold ever placed on the account. I check my account online or by phone every single day. so I know this to be accurate in my case.

[Creekermom]

I too used my Visa Debit card to make the $200 deposit and I also used the same info to pay my entire trip off 45 days before my trip.

I wonder if the debit/credit makes the difference, and you may want to check with your bank.

I too am sorry to hear of the major inconvenience.

[mrsksomeday]

We have used our Visa debit card on the last 3 trips and never had a hold either. I do like CleveRocks and check our account every day. Sorry this happened to you.

[disneyfanforlife]

I wonder how it will work with a pre-paid credit card. I hope it will work just like a normal credit card.

[JRLINK3]

Thank you for all of the kind words everyone. I should have mentioned that when I contacted the bank I was told that I still had the money in my account. It took a little while for the bank to figure out what was happening. For each transaction they get about 4 pages of codes and information. So, it was buried way down in there, almost to the last page. So, after researching and going through all that they found the code for the $1,000 hold. When I called to verify the balance it showed that I had plenty of money in there. It's a hidden hold. Kind of a freeze. That's why we had no idea until I tried to use the card for the emergency tow and car repair and had to do a major purchase. It is also only for 24 hours, so most people wouldn't even notice unless they go to do a major purchase the very next day, which is what happened to me. I also check my balance every day. So, it appeared that there was plenty of money in there according to my banks website and according to the phone automated teller. That's why I was so blind-sided by this!

[PudgetteD]

I used my Visa debit card to book and pay for 3 WDW trips (2004, 2005, 2007) and just used it for the deposit on our 2008 trip. I've never had a hold placed. The only time I've ever had a hold placed was at the gas station. I did have problems using it at a movie theater, though. Carmike refused to take my card because it had an "Interlock" logo on the back, never had anyone else refuse it for that reason. Kind of funny to me because we have accounts at 3 different banks and all 3 cards have the same logo on the back, so I guess Carmike (in Clarksville, TN) won't accept any debit cards.

[LilyWDW]

Used the debit card for our last trip, no hold placed. Even had to use the card the next day for a decent sum and did not have an issue (I had just the right amount for the $200 deposit and what I needed to do the next day in the account so if a hold had been on it, I would have been unable to use it the next day.).

[Step]

I am getting a suspicion that maybe it's your bank placing the hold and not disney. Especially if it hasn't happened to other people and if disney denies they do it.

Banks often do weird crap, and I've left more than one bank because of problems similar to this.

Either that or other banks refuse to do this hold that disney wants them too, and your bank does allow it.

Remember too that most CM's at call centres are only going by experience, so they may never have seen a situation like this and thus believe that it has never happened before, and it's likely they don't have any documentation about the issue they can refer to.

[scraplady]

I have to add when I paid mine with the debit card I did it right on the Disney Resort site. I paid one day and the next day it came right out of my account. I check my account everyday once I get to work (at a bank).
Tina

[stitchlover]

I also have to say that I have never had a problem. We only use a debit to pay for trips...don't believe in credit cards. It seems more like an issue with the bank. Sorry you had trouble with it.

[Belle2007]

I'm sorry that you've had such a bad experience. I've never used a debit card before.

Hope you have a great trip, besides the debit card hassle!

Peggy

[KimAshton]

I have never had a problem paying with a debit card at all. And that is all I use right now.

[mickeymousemom]

Ok I have to say I didn't read the whole post. But I have booked on line and make every payment with my visa debit card. I never had a problem hold more than what I paid. But I do know that gas stations and hotels will sometimes hold up to double the amount of a purchase.
Tina

Same here(and I didn't read the whole post either). We always use our debit card for the $200 deposit(and I can assure you we don't always have alot more than that in there....depends on the day,etc) When we go later to pay it off, or make larger payments over $500, we always call our credit union and they lift our daily limit for a day or two until those payments clear. This keeps us from having trouble buying anything else later.:)

[DisneyLaura]

I have heard of this before but not with Disney. I was in the grocery store and a woman in front of me said the same thing. We were discussing how neither of us carry money with us and use our debit card for everything, then she told me about being careful because some companies freeze your account or put an extra amount on hold on your account.

[ms_mckenna]

I paid off our trip between 200 and 300 at a time so probably 10 or more payments to Disney. I never had this issue. :( I am so sorry you did. I should also say I do not own any flat cc's I only have debit cards but usually run them as credit if given the oppurtunity.

[bmtta2003]

Even though I always pre-pay for my vacations, the front desk always asks for a credit card at check-in to cover any miscellaneous charges.

When I went to pay for a dinner at at a Grand Floridian restaraunt I was told that my credit card was refused. This was the same card I had used at check-in. After being very embarrassed, the restaraunt was very crowded I paid for the dinner with cash.

I called my credit card company to find out what had happened. They informed me my credit card was not denied but a code was issued for any proprietor to confirm my identidy before the charge would be allowed.

After confirming my identidy with the credit card company they released all holds on the account and I had no more troubles.

I was told this was a routine security measure for large purchases.

[bmtta2003]

Please insert identity for all identidys above

[Lzylitnin]

I use my debit card to reserve with Disney all the time! Almost every year since '93. I also have a $1000 daily limit on the card so if WDW tried to place a $1000 hold plus a $200 charge it would be turned down even with the funds in my account.

I have never encountered this problem. I am thinking it may be the banks hold not Disney's.

[CleveRocks]

Even though I always pre-pay for my vacations, the front desk always asks for a credit card at check-in to cover any miscellaneous charges.Not at WDW resorts!!!

Disney specifically does NOT ask for a credit card at check-in for miscellaneous or incidental expenses. Almost all hoteliers in the USA require it, but WDW absolutely does not.

They do, however, ask if you want to set up a room charge. It's totally optional. And if you do set up a room charge, they STILL DON'T put a charge or hold on your debit/credit account.

All of this is not merely my experience ... it's WDW procedure.

[Crazy4Disney06]

Wow , sorry this happend to you. I paid all my payments on our last trip with our Visa Debit Card, and never had any problems. :confused3

[SCQ86]

Every bank is different and I have to say every CM is different too.

I just got back from WDW in September...offered my credit card at check in....mind you same credit card I used last year in WDW....it was my AMEX...last year they put a credit limit on my card as $1,500 and this year they put $1000....I had to double check why...no apparent reason.

As for my bank....I have 3 debit card accounts...3 different checking accounts and I tell you...they are all different the way they process things. I've worked in the banking industry for a long time and the merchants have to follow the bank's rules.

For example....I get gas with bank "A"...spend $20....check online...only see $1 purchase...takes a few days to clear and see the $20 in acct.

I get gas with Bank "B"...same gas station....spend $20...check online...money is withdrawn instantly.

Honestly, everything is a crap shoot....just keep checking your statement...online if possible.

[pixiemel]

I'm pretty protective over my debit card-I don't like the unlimited access to my checking account. But we did have a problem paying for our balance at AKL on Father's Day three years ago. I was paying the balance by check at check-in and the check would not go through!! After driving 9 hours, we were horrified since there was more that enough money in our account! They told us (somewhat suspiciously and not real empathetic) that we'd have to go call this check company. We did and they said that there was no problem with our account (which we knew). We ended up paying by credit card, and then we called our bank when they opened and everything was totally fine on their end.
It was some glitch with WDW's system and it was pretty traumatic! I will not ever use a check there again. I really hope you get this resolved!!:thumbsup2

[CleveRocks]

Every bank is different and I have to say every CM is different too.

I just got back from WDW in September...offered my credit card at check in....mind you same credit card I used last year in WDW....it was my AMEX...last year they put a credit limit on my card as $1,500 and this year they put $1000....I had to double check why...no apparent reason.
I'll give you a very good reason. Again, it's Disney policy/procedure.

When you set up a room charge, the maximum allowable amount of that room charge is dictated by the "level" of resort you're staying at. At Value resorts, the maximum amount of a room charge account is $500. At Moderate resorts it's $1,000, and at Deluxe resorts it's $1,500.

I'll bet you a case of Mickey bars that last year you stayed at a Deluxe resort ($1,500) and in September you stayed at a Moderate resort ($1,000). The universe is not as random as it sometimes seems.

I'm not psychic, just well-versed in Disney policy/procedure when it comes to certain things, such as credit/debit cards, room charges, etc.

Just a few other things. You can set a rom charge for LESS than the maximum allowable, just ask. And you don't need plastic to set up a room charge. In addition to debit/credit cards, you can also back up a room charge with cash, travelers checks, and even Disney Dollars.

When you set up a room charge, they DO NOT place a hold on your plastic. They "run" the card for a charge of ZERO DOLLARS, just to make sure that the card is linked to an active account. They do not check to make sure you have enough available credit (credit card) or sufficient funds in your account (debit card), and they certainly place no hold on the account.

[CleveRocks]

I'm pretty protective over my debit card-I don't like the unlimited access to my checking account. But we did have a problem paying for our balance at AKL on Father's Day three years ago. I was paying the balance by check at check-in and the check would not go through!! After driving 9 hours, we were horrified since there was more that enough money in our account! They told us (somewhat suspiciously and not real empathetic) that we'd have to go call this check company. We did and they said that there was no problem with our account (which we knew). We ended up paying by credit card, and then we called our bank when they opened and everything was totally fine on their end.
It was some glitch with WDW's system and it was pretty traumatic! I will not ever use a check there again. I really hope you get this resolved!!:thumbsup2This is a whole separate issue.

In order to protect themselves from bad checks, companies ranging in size from Disney to my local car repair shop use a third-party company to approve the check. The problem is, these companies often aren't able to get clearance for the check, not because of insufficient funds but rather due to insufficient information on the part of the check company. You can be turned down even though you have plenty of money in your checking account to cover 10 such checks.

That's why I do everything I can to avoid writing a check far from home for a large amount of money. I had a similar problem at my local car repair shop, but the owner accepted my check anyway, because he knew me ... and because he knows where I live.:rotfl:

[lustergirl]

always use my debit card- no problems!!

[Lisa Hale]

I'm pretty protective over my debit card-I don't like the unlimited access to my checking account. But we did have a problem paying for our balance at AKL on Father's Day three years ago. I was paying the balance by check at check-in and the check would not go through!! After driving 9 hours, we were horrified since there was more that enough money in our account! They told us (somewhat suspiciously and not real empathetic) that we'd have to go call this check company. We did and they said that there was no problem with our account (which we knew). We ended up paying by credit card, and then we called our bank when they opened and everything was totally fine on their end.
It was some glitch with WDW's system and it was pretty traumatic! I will not ever use a check there again. I really hope you get this resolved!!:thumbsup2

Very similar situation for us 3 years ago, also. The check clearing company we called said they did not have access to checking the balance of our bank since it was not a national branch (small town bank that we've banked at forever and never had problems with, even overseas). We were checking in at night and by a.m. we had 4 messages - rather nasty ones - left on our phone and then after showing them the balances in our account (we don't do credit cards and since the check wasn't being accepted, they wouldn't accept our debit card), they finally said they would wait until Monday. Well, we got to the room that afternoon to 2 very nasty messages telling us we were attempting to stay without paying. Completely pi$$ed me off. We had stayed for 2 weeks for the past 14 years and never had problems paying before. Well, fortunately, my cousin was a v.p. at the bank and we contacted her and she in turn, had the pres. of the bank contact disney and put a guarantee on the funds until they were open on Monday. Then, Monday a.m., the bank wired the funds and withdrew them from our account. I had never been so embarrassed or irritated in my life. We ended up getting a credit card that we use ONLY for Disney simply so we don't go through that ever again. Oh, and the manager simply said, "well, that wouldn't happen if you had credit cards like every other American." Needless to say, I have little to no respect for her and only marginal for management at all, there. It could have been handled much better.

[pixiemel]

Very similar situation for us 3 years ago, also. The check clearing company we called said they did not have access to checking the balance of our bank since it was not a national branch (small town bank that we've banked at forever and never had problems with, even overseas). We were checking in at night and by a.m. we had 4 messages - rather nasty ones - left on our phone and then after showing them the balances in our account (we don't do credit cards and since the check wasn't being accepted, they wouldn't accept our debit card), they finally said they would wait until Monday. Well, we got to the room that afternoon to 2 very nasty messages telling us we were attempting to stay without paying. Completely pi$$ed me off. We had stayed for 2 weeks for the past 14 years and never had problems paying before. Well, fortunately, my cousin was a v.p. at the bank and we contacted her and she in turn, had the pres. of the bank contact disney and put a guarantee on the funds until they were open on Monday. Then, Monday a.m., the bank wired the funds and withdrew them from our account. I had never been so embarrassed or irritated in my life. We ended up getting a credit card that we use ONLY for Disney simply so we don't go through that ever again. Oh, and the manager simply said, "well, that wouldn't happen if you had credit cards like every other American." Needless to say, I have little to no respect for her and only marginal for management at all, there. It could have been handled much better.

Wow, that does sound very familiar! What a terrible experience!


And yes, "Cleverocks", I realize that this is a separate issue, in fact I explained how different it was-maybe re-read my post. However, the third party checking company even told Disney that my check was fine, so the problem was not at the third party check approvers, not at my bank..........so the problem lies where??

[TeamStitch]

Usually car rental places will do that. However, Disney does not freeze the account. All charges are put through as "credit" because on their booking system there is no way to differentiate credit/debit. So the charges go through. I have always paid with my debit card and have made numerous transactions aftewards and never experienced any type of hold. I have booked the hotel and DCL. I don't see the cast members as being rude, but giving you honest information based on Disney's info. Now it might be your banks, which I know some banks that I deal with put a security block on the cards to protect it from fradulent activity but that usually happens when spending occurs that does not reflect the consumers normal spending habits. Sorry that it this happened to you....first time i've heard of this occuring with Disney.

[CleveRocks]

Wow, that does sound very familiar! What a terrible experience!


And yes, "Cleverocks", I realize that this is a separate issue, in fact I explained how different it was-maybe re-read my post. However, the third party checking company even told Disney that my check was fine, so the problem was not at the third party check approvers, not at my bank..........so the problem lies where??You're correct ... I didn't read your post fully correctly.

[jmkrat]

I use my debit card all the time, I have never seen this either. When I use it at a store and come home I usually see the whole amount taken out of my account right away. I guess I don't get it, either the money is there or it isn't. Why do they need to put a hold on it. I thought that was the whole idea behind a debit card, it is hooked up to funds available. I have seen double charges on my account before, that is the merchant's fault. That I don't like because eventually all but the original charge will fall off, but meanwhile you are out the money. Sorry this happened to you, it would be nice to know why they put a hold on a debit card.

[ddstratton]

I wonder how it will work with a pre-paid credit card. I hope it will work just like a normal credit card.

We used a pre-paid card to make our deposit payment. Our particular company added a 15% "authorization buffer" until the amount actually posted. Our deposit was $400, but an authorization for $460 showed up for a couple of days, until the transaction actually posted. Then it was on our account for the $400. But this was just our company's policy -- nothing to do with Disney. Otherwise, the prepaid card worked just fine.

[Mickiethepooh]

Used my debit card to pay deposit no holds were put on my account all funds available throughout.
I wonder is booking through Disney.com is different than booking through Disneyworld.com? Perhaps they go through a different third party processor.
If not then it is the bank doing this, because Disney does not do it.

[DisneyBride'03]

Orry this happened to you....we pay cash for everything...1 emergency cc...so for our last 2 trips this year, I always made payments with my Vise debit card...I never had any issues of any sort.
I wouldnt think Disney could hold $1000 for a $200 payment....there would be alot more of these threads !
I would have been aggravted nontheless....maybe change banks?

[Disneytwinz]

I too had a problem using my Visa debit/credit card. Lesson learned- I will never again do so when booking reservations with them. I was double charged on our connecting room reservation. They charged me an $800 deposit, which I did not authorize. I'll send them a check from here on out as I don't trust them with handling my credit card transactions any longer. I'm sorry you went through all that hassle.

[JRLINK3]

I don't see the cast members as being rude, but giving you honest information based on Disney's info.

I assure you that even Disney cast members can be rude! During our conversations with several cast members we were talked over, yelled at, even had a cast member tell us that they were going to cancel our reservation (although at no point did we ever mention cancelling our reservation!) When the card was declined for the last payment and I was in complete disbelief the cast member was incredibly rude and even told me, "Well, you shouldn't try to make purchases if you don't have the money to cover it!"

I understand that they can only offer the information that they are given, but just because it didn't happen to someone else before, or no one else has complained about it before, or no one else has noticed the problem doesn't mean that it isn't happening. We've been told several times that it will be researched, just to never receive a call back.

But, like I said, it has gone beyond the hold. It's the customer service. I'll work around the hold because it's our vacation that my family has worked hard for that is being ruined, not the cast member's vacations. They could care less on if we have a good time or if we even go to Disney and spend our money there. They get paid just the same. I'm paying for the balance by check and sending it certified mail. When we go, I'll just take a set amount of cash with us and once it's gone, it's gone. Disney will lose out on the extra money that I would have spent for impulse items and trust me, when on vacation, I tend to spend ALOT! Next year, it's going to be Universal for us!

[Stacerita]

Sorry this happened to you. I have always used my debit card to book my vacation. Ive never had them hold more than the actual amount that I authorized. But I also use Dreams to book.

There is no excuse for rude customer service.

[PictureJumpr]

We used a pre-paid card to make our deposit payment. Our particular company added a 15% "authorization buffer" until the amount actually posted. Our deposit was $400, but an authorization for $460 showed up for a couple of days, until the transaction actually posted. Then it was on our account for the $400. But this was just our company's policy -- nothing to do with Disney. Otherwise, the prepaid card worked just fine.

This is standard operating procedure when using prepaid or 'guaranteed' cards, and sometimes any sort of card at all, to pay for service-industry type purchases. Hotels, bars, restaurants may be later coming back against your account for more than the original 'authorization' (amount of original charge) to add in tips, pay-per-view, valet charges... any of the zillion things you can have added to your bill in a place like that. To make sure they don't allow you to spend more than your prepaid/guaranteed balance the card company is adding the temporary up-charge just in case. Once the merchant (Disney) 'closed' the transaction - finalized the charge - the buffer amount was released.

I work in a huge service-industry venue and we get calls about this exact sort of thing all the time.

Be prepared for this kind of thing especially when using prepaid/guaranteed cards for travel or entertainment/dining purposes. :thumbsup2