Charged twice for DL tickets

[meryll83]

Help!

Ordered DL tickets direct online the other day and have just noticed my credit card has been charged twice. (I did get an error message when I first tried to process, but did it again as I received no confirmation references or email).

Any advice on the best method of contact to use to get this resolved?

Thank you!

 

[bumbershoot]

I did get an error message when I first tried to process, but did it again as I received no confirmation references or email

I would assume that the first charge was from the initial attempt, and that it would fall off in a few days. I would be patient.

 

[meryll83]

I would assume that the first charge was from the initial attempt, and that it would fall off in a few days. I would be patient.

It's been 4 days since I was billed. How long do I leave it?

 

[aussiegirls]

Contact your bank. Get them to reverse it.

 

[Jennafoo]

I work in digital services for a major FI, and I'm not sure I agree with the advice here. I wouldn't wait to see if it falls off, particularly because you saw a behavior on the site (the error) that is likely the culprit. Start with Disney, not your bank. Call them and explain what happened; they should direct you to someone.(I looked up website help for tickets and got this number: (714) 781-4565.) The truth is, you're probably not the first one to complain, and you'll probably receive a quicker response than if you go straight to mediation with your bank. That could take months and may be less effective, since time could obscure their mistake. Mediation should not be a first resort if you have not contacted the company; always try and work it out with the company first. If they won't reverse the charge, then call your bank.

ETA: This kind of issue - throwing an error on checkout that makes it appear to the customer that their payment didn't go through when it did, causing them to order again - is not uncommon. Doesn't happen often, but does happen, and it's usually pretty easy to see when it has happened when a customer complains about it. It's also a MAJOR legal issue for sites, so they're usually pretty motivated to help you.

 

[meryll83]

Thanks for the advice!

 

[Jacie]

If it's pending, it will fall off. If both have posted, then you need to call your bank. But in a pending status, nothing can be done on either side. It needs to be posted for bank or Disney to do something.
This isn't uncommon anywhere, especially with Disney, sadly. It happened with my Halloween party tickets. The second, non posted charge took almost a week to drop from my account.

 

[meryll83]

I called when they opened today and have been told they had 2 references confirmed internally (even though I'd only received evidence of one), so a refund for the duplicate is on the way!

 

[Priory]

This is part of their new 'Extra Magic Charges' program.

 

[SMD]

I wouldn't wait either. I would contact immediately and at least get it on record that you've noticed the double charges. In some cases one might be an authorization and drop off, but from what you described above it sounds like 2 transactions. If their advice is to wait for it to drop off (and 4 days is a long time for that, so this is more hypothetical at this point), then at least you have some record that you called as soon as possible to tell them about the second transaction if you have to call back later and try to return a set of tickets. If you legitimately ordered 2 sets of tickets, intentionally or not, disputing the charge is stealing the goods that Disney sold to you. At least give them a chance to let you correct the mistake a return a set of tickets before you dispute.

 

[tarheelalum]

I would contact the bank and DL about the charge today. Thew squeaky wheel gets the oil, or in this case, the money back.

 

[Malcon10t]

I called when they opened today and have been told they had 2 references confirmed internally (even though I'd only received evidence of one), so a refund for the duplicate is on the way!

I'm glad this was resolved for you.

 

[3TinksAndAnEeyore]

I called when they opened today and have been told they had 2 references confirmed internally (even though I'd only received evidence of one), so a refund for the duplicate is on the way!

It's always nice to hear about Disney's great customer service! Thanks for reporting back!