2 Park AP purchased from Universal Orlando website - HELP needed

[snookhams]

HELP - on the 9th June, I purchased a 2 park prefered AP through the Universal Orlando Resort Ticket Store, and opted to pay monthly, the first months payment left my account on the 13th June to a USF Ticketing, I was told to expect the ticket in 2 weeks, when it did not arrive and I did not recieve a confirmation email, I emailed Universal Orlando and asked if it had been sent. A couple of days later I recieved a reply asking me to contact a different email address if I purchased tickets through the online store. This I did telling them the confirmation code from the original purchase, I am now so upset as today I recieved a email from UPR Customer Support telling me that I have not purchased anything from them since 2002 and that the confirmation code I quoted was not one of there's, anyone any idea who I should contact. I have emailed them both back with the full details of whom the money went to from my bank account, but I am now worried that I am not going to recieve the ticket at all!!!

 

[badnitrus]

If you purchased your tickets using a credit card, call your credit card company and request to have all the pertinent information about your transaction. If it was with online banking, call your bank. Confirm with them the exact amount, date, time, transaction number and the name of the company that appears for that transaction. It should read CYGNUS- UNIVERSAL ORLANDO FL or something similar. Check that this is a recurring charge. Make sure there is no problem with the account, such as limit, holding back, restriction, backed out, no funds, etc... anything that could go wrong with the account, make sure it didn't happen. Then you know the problem is on Universal's side. Also mention them that there was a problem with the transaction, and that Universal has no indication of it. They will just add that on your file.

Then to Universal... instead of emailing customer service, I strongly advise that you call them instead. It will make things much easier. I don't know if I'm allowed to post the number here, but since it's directly copied from their website, I guess it's fine.
1.321.249.0119
or 321.249.0110

If your transaction still cannot be found with the confirmation number you have, tell them if it's possible to search their database using your name, or your mailing address, anything else than the confirmation number. If it still doesn't work, then try to take it to a manager in the call center, or ask them on the phone where EXACTLY you should call to get a proof that indeed, the first payments were sent. Make sure they understand that you paid for something and never received the tickets. Was there any mistake with the mailing address or your name that you could have mispelled while on the internet? Double-check just for sure.

Tell me how it goes.
I hope it will be resolved!

 

[teachingmykids]

That's very disturbing as I am about to order online too. Please keep us posted on how it turns out.

Thanks and good luck,

 

[snookhams]

Thanks badnitrus for your help I contacted the first no which came up with a message- "disconnected or no longer in service" so I dialed the second who connected me to the right no ( which is 001 407 224 5720) and I finally found someone who could find my order on there system - the porblem is that you can buy AP on line through the ticket store, but they do not deal with after sales you need to contact the AP people on the above phone no.- now my only problem is that it was posted on the 15th June to the UK and not arrived yet, will wait until next monday and ring again but at least I know my order is in the system

 

[damo]

Sounds like everything will be fine. Perhaps because it was an international order, things take longer. The 2 weeks was probably an estimated time for US orders.

 

[badnitrus]

Oh then it's okay. Shipping could take 2-3 weeks, so you should expect to receive them soon. Glad the transaction was found though, don't know what could have happened with customer service when they told you they couldn't find the order.

And for teachingmykids, don't worry, online transactions are secure. I have always purchased park tickets for Universal Studios online and never had a problem.

 

[snookhams]

Thought that I would update you, I still have not received the ticket and its bben over 3 weeks now, I phoned the AP no. again, and they were really helpful, the have cancelled the ticket and arranged for me to collect it at the window on arrival, with a confirmation no. Will I have to pay for parking that day, or should I just tell them that I have to collect my AP!

 

[badnitrus]

I see you'll be gone on vacation in just a few days, so I wish the best of stays ever at Disney and Universal, have a blast!
I'm glad they arranged for you to collect your tickets at the entrance, you're sure to have them this way.
Just tell them you're going to collect your AP and that you're only staying for a few minutes. I don't know if they'll make you pay or not in this case.

Bye!