Well, I never thought the day would come that I would say this, but I feel like cancelling our upcoming Disney trip. However, we're taking my Dad for his first ever trip so it's not an option.
I hate to post complaining, but I need to vent to people who will understand.
I booked our reservations 8 months ago & have made several payments since then. (room only) We have two rooms & originally split the stay between CBR & POR. When the codes were released I called & switched us over to save some $ on the rooms, they said all funds would be transferred to the new reservation numbers the next week.
Well, as we know, the AP rates came out that next Sunday so I called and switched our current reservations to the AP rates. (Each time I've called they've set up new reservations - a total of four each time for the 2 rooms at 2 different resorts). She told me she was sending a memo to accounting to have the funds transferred over to the new reservations #'s. I felt good when I hung up, everything was taken care of.
Later we learn of the CBR closing & decide to move our reservations to AKL since we didn't want to play the waiting game with Disney. So, I call and move them over, same story with the funds. Today I'm working on a couple spreadsheets for our budget/payment history (don't laugh) and I open my bank statement that came yesterday. There are a TON - 28 to be exact, of credits & debits from WDW in the 2 week period that this has happened. (I've put every payment on my debit Visa except for one that we wrote a $100 check for).
So, just to make certain all is well I call this afternoon to double check the money situation. The credits & debits were there because they can't transfer charges, they credit & then re-debit. There is money missing on all of the reservations, and the agent very snottily informs me that my check for $100 was returned for insufficient funds. (the SAME check that is showing cleared my bank on July 30th). He also informed me that I needed to put the deposit money down on these or they were due to cancel. Seeing as how they already have $1,200+ of my money and were only showing $296 actually on the books I lost it.
They ended up switching me to 3 different people and then to accounting, none of which could follow the paper trail that has been created between reservations & accounting. Each person that they transferred me to was clueless about the situation so I had to keep telling the same history. I was finally told to fax my statement to Guest Services that shows the check clearing and that someone would check into it. She didn't have any great idea about the credits & debits to my debit card except to get the routing numbers from my bank on Monday and let them know. When I hung up my phone it showed I had been on the phone 3 HOURS and 23 MINUTES with them - and ended up with no answers at all.
I'm angry about this whole thing and I'm really disappointed in the way I was treated. I worry about everything going smoothly once there, especially since we're taking my Dad on this big trip. If this were any other company I would never do business with them again - but it's Disney World - one of my favorite places on earth. Does anyone know what I mean?
I guess I just feel helpless.
Anyway, I've faxed my information to Guest Services and have just finished my letter to Guest Communications expressing my feelings. I suppose now I just sit & wait, I don't know what else to do or who else to contact. If anyone has any ideas pls let me know - of if someone on the "inside" can tell me how this should work I'd be grateful.
Thanks for listening -
Maryann
I hate to post complaining, but I need to vent to people who will understand.
I booked our reservations 8 months ago & have made several payments since then. (room only) We have two rooms & originally split the stay between CBR & POR. When the codes were released I called & switched us over to save some $ on the rooms, they said all funds would be transferred to the new reservation numbers the next week.
Well, as we know, the AP rates came out that next Sunday so I called and switched our current reservations to the AP rates. (Each time I've called they've set up new reservations - a total of four each time for the 2 rooms at 2 different resorts). She told me she was sending a memo to accounting to have the funds transferred over to the new reservations #'s. I felt good when I hung up, everything was taken care of.
Later we learn of the CBR closing & decide to move our reservations to AKL since we didn't want to play the waiting game with Disney. So, I call and move them over, same story with the funds. Today I'm working on a couple spreadsheets for our budget/payment history (don't laugh) and I open my bank statement that came yesterday. There are a TON - 28 to be exact, of credits & debits from WDW in the 2 week period that this has happened. (I've put every payment on my debit Visa except for one that we wrote a $100 check for).
So, just to make certain all is well I call this afternoon to double check the money situation. The credits & debits were there because they can't transfer charges, they credit & then re-debit. There is money missing on all of the reservations, and the agent very snottily informs me that my check for $100 was returned for insufficient funds. (the SAME check that is showing cleared my bank on July 30th). He also informed me that I needed to put the deposit money down on these or they were due to cancel. Seeing as how they already have $1,200+ of my money and were only showing $296 actually on the books I lost it.
They ended up switching me to 3 different people and then to accounting, none of which could follow the paper trail that has been created between reservations & accounting. Each person that they transferred me to was clueless about the situation so I had to keep telling the same history. I was finally told to fax my statement to Guest Services that shows the check clearing and that someone would check into it. She didn't have any great idea about the credits & debits to my debit card except to get the routing numbers from my bank on Monday and let them know. When I hung up my phone it showed I had been on the phone 3 HOURS and 23 MINUTES with them - and ended up with no answers at all.
I'm angry about this whole thing and I'm really disappointed in the way I was treated. I worry about everything going smoothly once there, especially since we're taking my Dad on this big trip. If this were any other company I would never do business with them again - but it's Disney World - one of my favorite places on earth. Does anyone know what I mean?
I guess I just feel helpless.
Anyway, I've faxed my information to Guest Services and have just finished my letter to Guest Communications expressing my feelings. I suppose now I just sit & wait, I don't know what else to do or who else to contact. If anyone has any ideas pls let me know - of if someone on the "inside" can tell me how this should work I'd be grateful.
Thanks for listening -
Maryann