Any suggestions who else I can contact?

[elvispursley]

Quick background...On Monday I tried to book LLs for our visit on 8/25. When I get to the checkout screen, I get the message "your card could not be verified. Please use another card." Tried to enter another card and Apple Pay. Nada. Called the tech support line and they manually booked my LLSP I wanted.

On Wednesday, after trying to book another LL. same issue. I tried reinstalling the app, restarting my phone. Nothing. I call tech support again and this time the CM has me try a bunch of stuff on the app and MDE website without success. I'm told they will submit and "ticket" and someone on the "backend" will look into why my account is blocked and will send an email within the next 24-hrs.

So today, still no email and now I'm realizing that if I can't get a credit card attached to my MDE acct. I won't be able to mobile order, use mobile check-out, or make additional ADRs. SO, another call to tech support and this time, after explaining everything, I get a phone call back saying there's a charge from shopDisney that's been disputed by my bank and I'm given a case number and phone number to billing.

Call to billing gets me absolutely no where as I'm told repeatedly there is nothing Disney can do and that my bank needs to "release the dispute." Called the bank and I'm told that the investigation into the disputed charge is over, it was a legitimate charge and my acct would be debited. I asked if they need to contact Disney and was told everything was "released" on August. 6th and I have a document with the details. Great! When I call billing back, I basically am told that there's nothing for them to do on their end and this needs to be routed to tech support!!! At least this time the CM has me take a screenshot that I could attach to an email. And I did finally get an automated email saying it could take 5 business days to look into my issue.

I feel Disney customer service has really failed me for this issue. It's never reassuring when tech support says, "wow, I've never heard of this happening." Anyone have any suggestions of who else I could possibly contact before we arrive early Monday morning??

 

[gottalovepluto]

That’s crazy! This is where I would Hail Mary and email a Disney exec, the one in charge of the parks would be who I would be Googling (D’Amaro). Is it gonna work? Probably not but what do you have to lose? This is crazy that your bank decided all on its own to flag the ShopDisney purchase to the level of disputing it. But also since that is apparently a thing Disney should have a method for releasing you from MDE Prison when you can prove you didn’t dispute it and it’s been released.

In the meantime assuming you aren’t on a solo trip, process everything else through someone else’s MDE.

 

[Dave006]

So today, still no email and now I'm realizing that if I can't get a credit card attached to my MDE acct. I won't be able to mobile order, use mobile check-out, or make additional ADRs.

Don't you actually have (1) or more valid payment methods listed in your MDE profile now? Your current issue sounds like it just can't get to a completed purchase for your LLSP.

Have you tried to add a new payment method on the Web version of your MDE profile vs the MDE app, and for the app are you using an iPhone or Android smartphone?

Yes Mobile purchases might work or be an issue but until you try it is an unknown. New ADRs should not be an issue since there is no charge to your CC or Debit or other valid Payment option unless you are a "No Show".

Also do I remember correctly that you had an issue with the billing address on your MDE Account profile's billing address vs your actual CC billing address?

The lobby Concierge at your resort should be able to contact someone by phone to resolve payment issues in general, and in MDE. You can verify your card works with a small purchase, and then try using MDE, and/or your MB if you enable Charging to your resort folio. That will confirm that you are able to use your CC as a physical payment method, and any issue is within your MDE profile.

Dave

 

[elvispursley]

I have a card that I have attached to Disney+ that shows up in MDE that won’t let me charge LLs. It will not secure the ADRs because when I go to secure the reservation, it won’t take any card.

The 2nd card that I always used, and was my default card, doesn’t work either. The CM had me remove the card and try to reenter it again but that didn’t work either.

I have tried on the web version for MDE and get the message that my card can’t be verified and to enter another payment card.

I think at this point the lobby/concierge suggestion is probably my best bet (good suggestion, thanks ).