We have been members since 2004 and have never encountered an issue like we did the other day. We called to make a reservation at the 7 month mark for BCV. Here is a run down of what we have remaining in our March 2011 use year:
120 Current SSR
230 Banked BLT
250 Current BLT
So, there was availability for a studio at BCV for the week we wanted to go. I asked that they use the 120 SSR points and 36 of the banked BLT points. The person at member services said "no problem." At the end of the call I asked her to give me a run down of the remaining points in my account. She said you have 76 remaining SSR points, 118 banked BLT points and 250 current BLT points. I asked her why it did not pull all of the SSR points. She told me she needed to put me on hold. I was on hold for about 14 minutes (not exaggerating) before she came back to tell me that there was no way to do what I was asking them to do. She said that the computer system will pull the banked points first if you are within 7 months of the trip being booked. So I asked her if that was the case, why did it allow me to use "some" SSR points. She simply said "that's how it works."
She then said she would try to book it as two separate stays to see if the computer system would allow it. She put me on hold again. I realized, while on hold for another ten minutes, she was going to come back and say it was not possible since the second part of the vacation would have a "start" date outside of the 7-month window. Finally, when she returned she told me exactly that. She told me to call back later this week to book the second half. When I asked her if she could guarantee that the room would still be available, she said she could not.
At this point I politely asked to speak to a manager. She put me on hold again.
After about TWENTY minutes on hold, she returned to tell me that the manager said they were very busy and could not talk to me, but they did it for me this one time. Once again, I asked if this was a computer issue or a policy issue and she told me that it was a policy issue. So I asked if this was the case, why the computer did not pull all of my banked BLT points. She did not have an answer.
The issue I am having is that I explained to her that I was planning on using those BLT points to book a February 2012 vacation (still in this same use year) and that I needed those points to book at 11-months. She told me that this was a policy and there was nothing that could be done in the future.
So, first let me thank you for reading this lengthy post..... Has anyone ever had a similar issue or heard of this policy? Or should I have called back and tried to speak with a different person at MS?
Thanks in advance for your responses.
120 Current SSR
230 Banked BLT
250 Current BLT
So, there was availability for a studio at BCV for the week we wanted to go. I asked that they use the 120 SSR points and 36 of the banked BLT points. The person at member services said "no problem." At the end of the call I asked her to give me a run down of the remaining points in my account. She said you have 76 remaining SSR points, 118 banked BLT points and 250 current BLT points. I asked her why it did not pull all of the SSR points. She told me she needed to put me on hold. I was on hold for about 14 minutes (not exaggerating) before she came back to tell me that there was no way to do what I was asking them to do. She said that the computer system will pull the banked points first if you are within 7 months of the trip being booked. So I asked her if that was the case, why did it allow me to use "some" SSR points. She simply said "that's how it works."
She then said she would try to book it as two separate stays to see if the computer system would allow it. She put me on hold again. I realized, while on hold for another ten minutes, she was going to come back and say it was not possible since the second part of the vacation would have a "start" date outside of the 7-month window. Finally, when she returned she told me exactly that. She told me to call back later this week to book the second half. When I asked her if she could guarantee that the room would still be available, she said she could not.
At this point I politely asked to speak to a manager. She put me on hold again.
After about TWENTY minutes on hold, she returned to tell me that the manager said they were very busy and could not talk to me, but they did it for me this one time. Once again, I asked if this was a computer issue or a policy issue and she told me that it was a policy issue. So I asked if this was the case, why the computer did not pull all of my banked BLT points. She did not have an answer.The issue I am having is that I explained to her that I was planning on using those BLT points to book a February 2012 vacation (still in this same use year) and that I needed those points to book at 11-months. She told me that this was a policy and there was nothing that could be done in the future.
So, first let me thank you for reading this lengthy post..... Has anyone ever had a similar issue or heard of this policy? Or should I have called back and tried to speak with a different person at MS?
Thanks in advance for your responses.
