Bad experience with Disney Vacation Account

[linzjane88]

I know most people have had decent experience using Disney Vacation Account but I thought I would share my experience, both for therapeutic venting purposes and to make the Dis peeps a lil' more aware.

I was part of the unfortunate group of people back in May who were adding gift cards to the account during a glitch and it essentially ate the gift card balance. It happened to a total of 3 gift cards for me before I caught it. I immediately called the number for customer service who was unaware of the problem and took my information down and advised me to email customer service using the online form. I did so and received a call back from David who left a message asking me to call back with the gift card numbers that didn't post. Ultimately, the problem became that they only refunded one of my gift cards. I mark the date that I enter my cards. I checked my transaction history in my DVA--it shows 12 fifty dollar gift card loads for that day. I hold 15 cards that are dated 5/28 (verified by checking the Disney Gift Card balance site--all 15 show a $50 withdrawal on 5/28). So after the fix I am still out $100. Another call to them and I received a voicemail from Connie stating they refunded me correctly and if I wanted to give them any other numbers to check I could call back. So I did, numerous times and with zero response after that call. I even asked for a manager the last time I talked to a live body and explained everything and she was very convincing in assuring me they would take care of it. She told me it was a very small department who handles these things and it would surely be sorted out.

I have made a total of 10 phone calls since the initial error May 28th which have totaled over 200 minutes. I have sent two different emails to customer service. The only one that I got a response from was the first which was generic and stated I needed to call guest services to solve my issue. I know most of you are probably thinking I must be a total beast woman but that couldn't be further from the truth. Every time I am in contact with them I have been extremely polite and assuring them I just want this fixed. I don't have a confrontational bone in my body! I have resigned myself the fact that this will not be resolved and I am out $100--I am done calling.

1) When you call the one and only customer service number you are only ever going to speak to the first-line reps. While pleasant, they are not the ones in charge of fixing anything so they ask for ALL of the information over again and assure you they will send a "ticket" on your behalf and "someone" will be contacting you (they won't).
2) When you send an email they will take their sweet time getting back. It took around 10 days for my first email and they never replied to the second.

I guess I just am going to take the loss of $100 and consider it the price of the game.

 

[jiminy14]

My DD had something similar happen with Amazon GCs. She had two email GCs for $50 each for participating in an online community. Last weekend she found something she really wanted to purchase and tried to add the GCs to her account. The GCs came up as invalid. She called customer service and spoke with a very rude individual who wanted to know why she hadn't used her GCs before that date. My DD politely told her it was none of her business how and when she used her GCs. After more than an hour on the phone, the Amazon rep basically told her the GCs were no good and she was out $100. My DD asked to speak with a supervisor who was a little more helpful but explained that the best he could do was forward it to the GC department. My DD just received an email from the GC department that told her the GCs had already been redeemed and because of privacy reasons they could not tell her who had redeemed them. My DD is now out $100 and has no idea who used her GCs. Lesson learned, always add your Amazon GCs to your account as soon as you receive them.

 

[linzjane88]

I am surprised this sort of thing happens both with Disney and Amazon. Moreso Disney considering I think Amazon keeps most of their customer service staff out of the US. It is extremely frustrating to be the one on the other end of a computer out of x$ and no way to prove it.

 

[SMD]

You should send more emails. That way you have documentation in writing of your attempts to resolve this.

 

[MomToOne]

I have found companies often become much more responsive if you complain via social media. Tweet a message to Disney's general twitter account (@disney) , or post a message to their Facebook page (https://www.facebook.com/Disney) and publicize the issue.

Or if your local news station has a consumer advocate who does "this company is doing someone wrong and we want to fix it" sort of pieces, contact them.

 

[jmmess]

That's awful. I wouldn't settle either. Keep pushing them. At least you can now combine the Disney GCs to one, so you won't need multiple $50 cards!

 

[supersnoop]

My advice: keep calling. Keep referencing the same ticket number. Make them keep the same ticket open. They (most likely) are held accountable for tickets open for more than a couple days.

 

[MomToOne]

Looks like you can file a BBB complaint here: http://www.bbb.org/central-florida/...y-world-company-in-lake-buena-vista-fl-302238 (if you look under "Alternate names", Walt Disney Travel is listed there and per the vacation account terms and conditions they are considered the administrators of the account).

 

[SUSIEQ]

Keep trying and Good Luck!
I'm really not a fan of the DVA.
It seems like when something goes wrong, it's very hard to get it fixed.

 

[MermaidMommy]

I only had a problem with one card, and it was fixed after "only" four phone calls. However, I never did get a call back from anyone -- I had to explain it like new every time, and apparently they never really opened up a ticket until the last call. I just had the amount finally show up in my account one day.

Disney owes you that $100. Don't let them steal it! Keep calling....

 

[Zim]

Sometimes the written word speaks (and squeaks) much louder than a phone call. If I were you I would write a short, sweet letter explaining the situation and send it via certified mail to the address below. If they were able to fix one card, I don't understand why they can't research and fix the other two cards. Keep emotion out of it, just the facts, and if you're willing to withdraw entirely from the vacation program I would threaten them with that recourse. They don't want to lose the rest of the money you've invested in the program, they're making money on it!

Walt Disney Travel Co., Inc.
Attn: Disney Vacation Account
P.O. Box 10,000
Lake Buena Vista, FL 32830

 

[IBelieveInTheMagic]

I remember this happened to several of you (not good!) and I'm sorry to hear you are still "fighting" this. I also would *not* give up as that $100 is yours and they need to make it right. I know your time is likely more valuable than the $100 but there is something about the principle of it all. I agree with others, put it in writing and escalate as appropriate through the BBB, to the address provided above, etc. I hope they resolve this for you.

I have used the DV account for quite some time and haven't had any issues, thankfully but have had the inactivated Disney gift cards from Target, Target refunds not processed correctly, etc. so I know the frustration on a different level.

Good luck!
Heather

 

[MrInfinity]

I guess I just am going to take the loss of $100 and consider it the price of the game.

I was in the group that got shorted during that glitch, but they fixed it, after whatever time... it was about a week or two I don't remember. Your 10 days sounds about right. If they hadn't, I would have called around twice weekly until it got fixed. Don't give up, you should get your $100 back. You have the cards, and can see the balance online, it's not like there is a gray area here. You just have to get it to the right person, which probably happens by chance.

 

[linzjane88]

Sometimes the written word speaks (and squeaks) much louder than a phone call. If I were you I would write a short, sweet letter explaining the situation and send it via certified mail to the address below. If they were able to fix one card, I don't understand why they can't research and fix the other two cards. Keep emotion out of it, just the facts, and if you're willing to withdraw entirely from the vacation program I would threaten them with that recourse. They don't want to lose the rest of the money you've invested in the program, they're making money on it!

Walt Disney Travel Co., Inc.
Attn: Disney Vacation Account
P.O. Box 10,000
Lake Buena Vista, FL 32830

Thats a good idea. I was SO going to pursue this on principal and after the 10th phone call --yes, I actually went back through my phone bill and added up the minutes and number of calls while listening to "Zippedy Do Da..." on speakerphone-- I started to lose my mind. I TRULY believe that "Connie" is largely in charge of these fixes and has totally written me off. The last phone call I asked to speak to a manager and re-explained the situation (for the gazillionth time) and when she asked who told me the error was fixed and I gave the name Connie, she said "Yeah, that sounds right. They are a very small department.". I feel like these first line and even managers put in the ticket who goes to the same lady who clearly derives joy from round filing the concern.

What I don't understand is , OK, if you (customer service) think I am in the wrong than at least explain it to me. I truly believe I am correct. The answer is not to just never acknowlege the issue again! I am not (and have never) been the slightest argumentative. So frustrating and very not Disney-esque.

Maybe I will try one more phone call today. For fun.

ETA: It was not fun. It gave me a bad case of searing hot crazy person anger.

 

[linzjane88]

Well, I am on holod with an EXTREMELY helpful CM. She passed it along to her supervisor who is instant messaging Connie. We shall see?

 

[linzjane88]

Connie is standing firm that I am due nothing and my account balance is correct. Despite the fact that even my DVA history shows only 12 $50 additions but I am physically holding 15 cards that have $0 balances and show as having $50 removed on 5/28.

Ultimately from Target I bought 66 $50 gift cards =$3300. My account balance has never gone above $3200. I have 66 gift cards with a $0 balance. At this point it is like talking to brick wall!

 

[linzjane88]

That's awful. I wouldn't settle either. Keep pushing them. At least you can now combine the Disney GCs to one, so you won't need multiple $50 cards!

THANK GOODNESS. Especially after today I will absolutely not use DVA again. EEVVVVEEERRR!!!! (said with Disney Villian angst)

 

[maxiesmom]

Connie is standing firm that I am due nothing and my account balance is correct. Despite the fact that even my DVA history shows only 12 $50 additions but I am physically holding 15 cards that have $0 balances and show as having $50 removed on 5/28.

Ultimately from Target I bought 66 $50 gift cards =$3300. My account balance has never gone above $3200. I have 66 gift cards with a $0 balance. At this point it is like talking to brick wall!

Have they any explanation on where the money on the empty gift cards went?

 

[linzjane88]

Have they any explanation on where the money on the empty gift cards went?

No, thats what's crazy! I can't even talk to the actual woman in charge of it. The best they will do is let me talk to the initial cast member while she puts me on hold and talks to her supervisor who contacts this lady via chat. I would LOVE to ask detailed questions but the first cast member I speak to doesn't have access to the info that the other lady has. I even asked to speak to her and the CM said they don't have their phone numbers?

 

[Clawdya]

Connie is standing firm that I am due nothing and my account balance is correct. Despite the fact that even my DVA history shows only 12 $50 additions but I am physically holding 15 cards that have $0 balances and show as having $50 removed on 5/28.

Ultimately from Target I bought 66 $50 gift cards =$3300. My account balance has never gone above $3200. I have 66 gift cards with a $0 balance. At this point it is like talking to brick wall!

I'm not sure if you mentioned this but did you check to make sure that Target activated all of your cards before you added them to your DVA account? I ask because Target is notorious for failing to activate a few cards here and there.

With that said, I think it really stinks that this woman Connie has not spoken to you personally. Is there a way to go above her? I'm sure she has a boss, I would insist on escalating the issue above her. I hope you get a satisfactory resolution soon so you can continue to just enjoy your trip planning. Now I am nervous. I just recently opened up a DVA and was planning to add Target bought Disney gift cards but this has me thinking that maybe getting it was not such a good idea.