Just thought I would add after my experience on the phone today. 1st I am sorry that the messaging is all different depending on who you get on the phone. And I can understand those who had negative experiences.
I called the 1888-870-9173 number ( thank you for posting it) and only waited the 17mins the recording told me it would be. Not bad in my books. Spoke with a lovely lady, and explained out situation. Ours is a little different then those PP.
We were in WDW the last day they were open prior to closing for Covid. We had 1 day water park tickets, and 5 day Can Res park tickets. We were only able to use 3 of the 5 days and did not use the WP. So Disney as we were checking out told us that we would have 2 days still to use, we would not lose them. But they would expire Sept 21 as everyone elses did. No problem for us we understood and were thankful as everyone did not know what would happen.
Fast forward to today, seeing all your post about the tickets disappearing, I checked and sure enough our park tickets were gone, but not the waterpark.
Now to complicate even more, prior to this I had noticed that only 3 of us were showing our park tickets, and 3 showing WP tickets, and not the same missing person on either ticket. I never called about this, since I was not too worried, they would see the glitch when we would book again and fix it.
But seeing everyone else post, just got me curious to see what my value of the tickets were now. The first lady on the phone could see what I was talking about, made some notes and explained that she could not help with this part of the tickets, but would have someone call me back within 1 hour. Ok no problem,,thank you.
Sure enough in under 1 hour someone called me back, no waiting on hold.
The new person had all the notes, understood, and explained that they had changed up some of their ticketing systems, ok. She could see the missing park passes, but not the missing WP. Did little more digging and then said she was making an executive decision and just issue a new WP pass, and then with the 2 day passes,,instead of just a dollar value, asked if we would be back before 2030. Said I sure hope so,,,so issued 4 new 2 day 1 park per day passes in our names to expire 2030.
Now some might think that is what Should have been done. I was happy just to be able to get a credit for days not used. As we have all heard, not just disney, but there are lots of business that said screw it and cancelled and no credits. ( lots of wedding venues here where I live) So to be able to get 2 days full,,and the WP full,,,well I will take the pixie dust and dance around.
I know others have not had the luck and great CM that I had today,,,,I just hope it doesnt sour the joy we all get when we cross under that WDW sign and you feel the stress of life just float away from you.