Be careful how you pay... Unable to get refund!

[harbin]

So I originally booked a free dining reservation in May 2014. I used my debit card to pay a $200 deposit. My bank cancelled that card due to suspected fraudulent activity on my account. In the meantime, I cancelled that reservation and rebooked as room only since we now have annual passes and don't need free dining. Disney is saying they will only credit original debit card (which is cancelled). Contacted bank who says they will not credit cancelled card. So $200.00 is just gone, no way to get it back according to Disney and my bank. I am so mad!!! I don't know why they can't just apply the $200 credit to new reservation but apparently that isn't an option either.... It makes me reconsider ever going back to Disney, as well as canceling my account with current bank... All over $200. What has happened to customer service?

 

[mickeynut1]

So I originally booked a free dining reservation in May 2014. I used my debit card to pay a $200 deposit. My bank cancelled that card due to suspected fraudulent activity on my account. In the meantime, I cancelled that reservation and rebooked as room only since we now have annual passes and don't need free dining. Disney is saying they will only credit original debit card (which is cancelled). Contacted bank who says they will not credit cancelled card. So $200.00 is just gone, no way to get it back according to Disney and my bank. I am so mad!!! I don't know why they can't just apply the $200 credit to new reservation but apparently that isn't an option either.... It makes me reconsider ever going back to Disney, as well as canceling my account with current bank... All over $200. What has happened to customer service?

If you haven't already, I would call back and ask to speak with a supervisor. If they cannot apply a credit to the old card, they should be able to issue some sort of credit, whether it's in the form of a gift card, resort credit, etc. I know RO and packages are different reservation systems and money can't be transferred between them, but Disney is not entitled to that money since you cancelled the package. There has to be something they can do. Good luck.

 

[msb578]

If you haven't already, I would call back and ask to speak with a supervisor. If they cannot apply a credit to the old card, they should be able to issue some sort of credit, whether it's in the form of a gift card, resort credit, etc. I know RO and packages are different reservation systems and money can't be transferred between them, but Disney is not entitled to that money since you cancelled the package. There has to be something they can do. Good luck.

Yeah, this basically amounts to theft. Maybe not criminally, but in a common-sense way. OP, don't stop until you get that deposit back!

 

[starousse]

I'm not sure who you spoke with, but they either don't know what they're talking about or just trying to give you a hard time . We had the same exact issue back in 2012. We had put the $200 deposit on our Mastercard Debit card. Due to fraud, the card was cancelled and a new card was issued to us. We had to unfortunately cancel our trip due to Hurricane Sandy destroying our house. I had explained to them that it was my old card number that the deposit was on and they asked me to give them the new account number and refunded that one. The account is tied to the same checking account so there should be no issue. If that has changed, then Disney needs to cut you a check for the $200. No way should or would that go as a loss of $200.

 

[Hrhpd]

So I originally booked a free dining reservation in May 2014. I used my debit card to pay a $200 deposit. My bank cancelled that card due to suspected fraudulent activity on my account. In the meantime, I cancelled that reservation and rebooked as room only since we now have annual passes and don't need free dining. Disney is saying they will only credit original debit card (which is cancelled). Contacted bank who says they will not credit cancelled card. So $200.00 is just gone, no way to get it back according to Disney and my bank. I am so mad!!! I don't know why they can't just apply the $200 credit to new reservation but apparently that isn't an option either.... It makes me reconsider ever going back to Disney, as well as canceling my account with current bank... All over $200. What has happened to customer service?

You also need to speak to a supervisor at your bank.

This happened with our debit card also. The bank said to have the merchant process the refund and then when it bounced, they would manually credit the same checking account.

It took about a week longer than a regular refund, but it is doable. The banks have to have procedures in place for refunds on canceled debit cards.

 

[Cloudless Nights]

Yes, call and speak with a supervisor. I had the same problem with a stolen debit card number last year, and they were able to refund me on the new card with no problem at all--take it like this: your bank account number/checking account hasn't changed, only the card number that links to it.

 

[MsThumper]

I hope the OP gets their money back. I've had many things that I have put a deposit down on with a credit card and then through no fault of my own have had my credit card number change due to suspected fraud. It is happening more and more frequently to everyone. Luckily I have never had to have a refund, but have wondered what would happen.

As a pp said, I would think they would at least have to give you a check back.

 

[ice cube]

Don't know what bank you deal with but family member works for Chase as a branch manager and said that they should just be able to put it on your new card or issue a check. You are talking to the wrong people ask from management!!

 

[bumbershoot]

Don't know what bank you deal with but family member works for Chase as a branch manager and said that they should just be able to put it on your new card or issue a check. You are talking to the wrong people ask from management!!

Agreed. On both sides of the situation the OP is getting wrong info!

 

[wdw4rfam]

The same thing happened to us. If the card was just re-issued with a new card/ number, it will credit back. We had a chase card that was re-issued because of fraud, and the credit went on the new card/account because it is still the same account just a new card number. Wait a few days and see, it I'll get there on another note, e booked our universal trip with a card, that we cancelled all together, and cancelled the reservation months later. The credit went back to the closed account and the bank that issued our card sent us a check with a note that a credit was sent back to our closed account (capital one card)

 

[JnKinVA]

I work for a financial institution, as long as the checking account that was attached to your old debit card is still open and active, the refund will be processed to it.

 

[harbin]

So after spending over two hours on the phone with both BofA and Disney, I finally got the credit for our deposit. It took talking to a supervisor in guest relations at disney, she was very helpful and did a conference call with my bank who finally agreed to credit my account since it's the same checking account! Disney came through for me.... However, still angry with my bank (who I have been with for a long time) that I needed to jump through hoops like this. Strongly considering changing financial institutions! Thanks for all the replies!

 

[jmail048]

So after spending over two hours on the phone with both BofA and Disney, I finally got the credit for our deposit. It took talking to a supervisor in guest relations at disney, she was very helpful and did a conference call with my bank who finally agreed to credit my account since it's the same checking account! Disney came through for me.... However, still angry with my bank (who I have been with for a long time) that I needed to jump through hoops like this. Strongly considering changing financial institutions! Thanks for all the replies!

what a pain. At least you got your money back

 

[starousse]

So happy that you got your money back. I would definitely consider switching financial institutions. This should've been a simple transaction. There was no need for the added stress.

 

[Dug720]

So after spending over two hours on the phone with both BofA and Disney, I finally got the credit for our deposit. It took talking to a supervisor in guest relations at disney, she was very helpful and did a conference call with my bank who finally agreed to credit my account since it's the same checking account! Disney came through for me.... However, still angry with my bank (who I have been with for a long time) that I needed to jump through hoops like this. Strongly considering changing financial institutions! Thanks for all the replies!

Wow. I'm shocked that it was Bank of America you had this problem with. I had a similar thing not Disney, but I bank with BoA - I had booked a room through Expedia and then cancelled it, realizing after the fact that it had been booked with a check card that was cancelled for fraud. Panicked and called expedia where I was told there was nothing to do. Called BoA and was assured that the refund would definitely go back into my account. The way he explained it to me was the number remained linked to my account but money could only come INTO my account through that number; nothing could go out. And the refund showed up a couple of days later just like if I'd used my current debit card. No problems at all.

 

[mickeynut1]

So after spending over two hours on the phone with both BofA and Disney, I finally got the credit for our deposit. It took talking to a supervisor in guest relations at disney, she was very helpful and did a conference call with my bank who finally agreed to credit my account since it's the same checking account! Disney came through for me.... However, still angry with my bank (who I have been with for a long time) that I needed to jump through hoops like this. Strongly considering changing financial institutions! Thanks for all the replies!

Glad everything worked out .

 

[Bree]

Sorry you had a hard time. I have BOA and had to cancel a reservation that was paid for with an eventually canceled debit card. Had no issue with it going right back into my account. Apparently BOA & WDW need some more training!

 

[Tarheel girl 1975]

You also need to speak to a supervisor at your bank. This happened with our debit card also. The bank said to have the merchant process the refund and then when it bounced, they would manually credit the same checking account. It took about a week longer than a regular refund, but it is doable. The banks have to have procedures in place for refunds on canceled debit cards.

Yep. I work for a large credit union. If your old card number is still on file, the credit will go through fine. If your old card number has been purged, the credit will have to be manually applied. It will take a little longer, but you'll still get it. The only time we have a problem is when people don't have any accounts with us anymore. Then we have to send the credit back to the merchant.

 

[MillauFr]

I have had returns credited to a card that was canceled several times. Never has been a problem as the credit always has shown up on my reissued credit card.