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SimbaCub
07-20-2004, 01:32 PM
I just got off the phone with MS and they are saying I already banked more points than I seem to recall. . .

I have a Dec use year. I have 600 points. I banked 596 points from my 2002 use year into 2003. I began 2003 with a total of 1196 points. I used 288 in Dec 2003, 386 and 16 in May 2004, and have allocated 232 for Nov 2004. I have banked 54 points for the Dec 2004 portion of my trip. Added up, that equals 976 points either used/allocated/banked. Subtracting that from the beginning total of 1196, I have another 220 points left from my current use year.

The "beef" with MS is they claim I banked a total of 98 points. Mathematically, I cannot find the extra 44 points. I asked when this banking happened and it was the same day I banked 44 VWL points to "finish" my Nov/Dec trip so it was not using any 2004 points. They said I made 2 transactions that day in 44 point increments. The extra 44 points would mean I cannot have 220 points left in my current use year yet that is the balance they say I have right now.

Did I mess up the math somewhere? I am waiting on a supervisor to call me back to explain where the extra 44 points came from and tell me how I could have used them by banking them in March for a Dec reservation. The only points I recall banking for my Dec reservation were VWL so how could my OKW points be used for Dec in March?

THANKS all!!

SimbaCub
VWL/SSR Nov/Dec 2004

Happy Birthday Cat
07-20-2004, 01:44 PM
Originally posted by SimbaCub
I just got off the phone with MS and they are saying I already banked more points than I seem to recall. . .

The "beef" with MS is they claim I banked a total of 98 points. Mathematically, I cannot find the extra 44 points. I asked when this banking happened and it was the same day I banked 44 VWL points to "finish" my Nov/Dec trip so it was not using any 2004 points. They said I made 2 transactions that day in 44 point increments.

One problem I see right away is that if they said you banked 44 points twice, that only equals 88, not 98. So where are the other 10 points coming from?

You should ask them to fax or mail you a print out of your activity on your account. They are tough to read but do provide a wealth of info.

HBC

SimbaCub
07-20-2004, 01:46 PM
Happy Birthday Cat,
I banked 10 on another instance, hence the fact I think I banked only 54. They said I banked an additional 44 on the same date I banked my first time and from OKW for a VWL reservation. . . Hence my confusion. . .

SimbaCub

PamOKW
07-20-2004, 01:47 PM
To tell you the truth....I've got a headache! LOL!!

Did you write down your banking transaction numbers when you banked these points? If not, make it a habit in the future because it will help out in situations like this. Consider it the "deposit slip" for your banking transactions.

If I were you, I'd write down everything to "walk through" what you think happened to compare with the records. Take each contract (if you have more than one) and write out what you did with the points. Also, go back and look at the trips you've taken and/or booked with these points and double-check the number of points you are using for the reservation. It could be that you have something miscalculated.

Take it step by step and you'll get to the bottom of the problem. If it becomes difficult to discuss with MS by phone, tell them you will e-mail them how you see the situation so that they can understand what you are saying.

SimbaCub
07-20-2004, 01:52 PM
PamOKW,
I do have the transaction numbers but only the name of the "last" CM I spoke with on the day I went on the waiting list to move my reservation around. I even wrote down the time I spoke with the CM too which is odd. If MS still claims I made an additional banking then I have no recourse as they are the only ones with the transaction numbers. If it was a case of them NOT banking when I asked them to do so I think that would be an easier thing for me to prove by having transaction numbers. I have the opposite, didn't bank thus have no transacation number and have been told I did bank. . .
I need something for my headache too!! :teeth:

SimbaCub

CarolMN
07-20-2004, 02:13 PM
It sounds odd to me that there would be two 44 point banking transactions on the same day. Why would anyone do that? Without having any other information, it seems very possible that a CM did the transaction twice by mistake, especially since you only have one confirmation number. Ask for the times of the two 44 point transactions and see how they match up with your recollection of phone calls to MS that day.

Hope you and the Supervisor can resolve to everyone's satisfaction.

Best wishes -

PamOKW
07-20-2004, 03:25 PM
SimbaCub, I know it will be hard to prove you didn't do something. I think the information that you have will be a help if there is a problem. Let them know you have the banking #, the time, CM, etc. It sounds like the second 44 points on the same day was a mistake, especially if you have no record of it.

SimbaCub
07-20-2004, 04:11 PM
PamOKW,
To make matters even more confusing, I had to call MS as no supervisor has returned my call. The CM I just spoke with said it was a mistake where the CM banked OKW points instead of VWL points on 5 March but she sees the OKW points were returned and only 44 VWL points were banked on that day. She also told me there is a screen showing the total number of points banked so she cannot understand why I was told 98 points when all she could see was 54. Looking at the history she could see what happened and this is the same thing I asked the other CM about and she went to see her supervisor who confirmed she was correct that I was wrong. I pushed to have a different supervisor call me tomorrow as I want to know how 2 different CMs and a supervisor can see different things on the same screen. Talk about getting me worried!! TRAINING!! Time to give the CMs more. . .

SimbaCub

PamOKW
07-20-2004, 04:39 PM
Sounds like it is going to get resolved. Don't you just hate how everything seems like it's a problem these days? Now, even MS has issues! Wouldn't it be nice if we could see what was happening in our accounts. ;) ;)

Happy Birthday Cat
07-20-2004, 11:26 PM
Originally posted by PamOKW
Wouldn't it be nice if we could see what was happening in our accounts. ;) ;)

I will strongly second that.

HBC

rocketriter
07-20-2004, 11:41 PM
Eventually the web site will have exactly this function available. I just hope it's rolled out before 2042!

Happy Birthday Cat
07-20-2004, 11:43 PM
Originally posted by rocketriter
Eventually the web site will have exactly this function available. I just hope it's rolled out before 2042!

I heard that this was the real reason for SSR contracts going for 50 years. That way they have a few years after 2042 just in case the web site isn't ready yet.;)

HBC

bobbiwoz
07-21-2004, 07:33 AM
:rolleyes: Do you really think MS needs that much time to get straightened out?

Good luck, SimbaCub, it does sound like your particular problem will be resolved.

Bobbi:D

SimbaCub
07-21-2004, 07:58 AM
Garth called me later--after I called again to find out why nobody had called me. . . He said he printed out the 2nd screen before calling which is what he does all the time to see what is going on with a member's points. He said he too saw what appeared to be an "oops" entry on 5 March where OKW points were banked and immediately returned to be replaced with VWL points. I told him I had a concern about being told by a CM and her supervisor I was stuck with too many points to bank as I was near the 50% window. He assured me I could bank ALL of my points at this time as I had not exceeded the amount. He even said he would put a note into the system in case I have trouble when I finally do bank my points depending on my waitlist situation. He will be bringing this issue up as one to work on regarding banking points and reading the comments before giving members any information. Sounds to me like they need a massive upgrade. Even if this is available via the website, a messed up system is still messed up. . .

I am happy that I am not losing out on some points so that made for a good end of the day phone call!!

SimbaCub

dianeschlicht
07-21-2004, 08:12 AM
So glad to see this got resolved in a good way! I am paranoid about the points totals! I usually clarify it with the MS CM after each transaction.

rocketriter
07-21-2004, 08:35 AM
These matters always boil down to customer service. The first line of service failed you when you were given incorrect information and apparently handled unsympathetically. The second and third line, however, seem to be working correctly. Line 2 is the review: somebody went back, proved you right, fixed your records and told you it was done. Line 3 is sometimes the most important of all, and it also seems to be working: your case is going to be reviewed by a group who will look at it to see what long-term lessons can be learned from it. That's terrific.

You deserve credit for sticking by your guns on this matter. And let's recognize that MS has some good systems in place as well, even if an individual CM didn't do a good job.