Charged TWICE~Holding my charge!

[QJ411]

We bought our APs from the Disney store the other night and the CM that works there charged us twice. The first time, it was for the APs at the DC rate, she swiped my C.C., then we discovered that the DC rate didn't work...so she voided the transaction and went to the next register and charged my C.C. again w/ the correct price.

The store mgr. was there and since she had to void out the 1st transaction. They both assured us that the whole transaction was voided. As the CM was going to scan the APs again, the mgr. told her while looking at the voided receipt, to use new APs since those may have been activated...then she said no, no, its ok...u can scan those.


I was getting a bit aggrivated. We could have ordered over the phone from the comfort of my own home, I wouldn't have to deal w/ the MALL PEOPLE to get to the Disney Store to encouner this.

I paniced and just asked if she could scan new APs for us instead. I explained that I didn't want to get down there and then find out there's problems w/ the APs then. (Which, I'm sure there wouldn't be, but...YOU NEVER KNOW...I'm a worry wart!!!

Ok, either way, the CM scanned new APs, the first transaction's voided, we pay for our new shiny AP vouchers and we're on our way home with the intention to use that same card to pay for the rest of our WDW trip.

That's when we discovered, we were charged twice. My DH called, and the mgr. of the store said she only can email Disney to release the funds. Our C.C. co. said they just have to write a letter and let them know the transaction was voided. The store Mgr. can't do that.

I have to pay the rest of Disney by the 24th of Nov., and we've been paying off this one card for this trip...

JOY...I don't want to dispute anything because I don't want complications later w/ the APs...sigh...I just needed to vent...I'm sorry to ramble...this whole situation just got me all nervous.

 

[NLK]

Sorry to hear about your problem. Can I ask what mall in Jersey? I called the Disney Store yesterday at the Garden State Plaza to ask a question and the woman on the phone was very rude to me.

 

[BrianD]

Call your credit card company and contest the "voided" charge and then request a temporary credit increase for the amount of the charge, so that it does not affect you paying off your trip while this mess gets worse. The credit card company should be able to accomodate you with this.

Hope it all works out!

 

[beattyfamily]

Oh my goodness! The exact same thing happened to me when I went to buy APs with the DC disncount and I used my debit card for the $1018! She assured me the first transaction was voided but I wasn't convinced so the second time she tried, I gave her my regular CC. It worked the second time, of course.

Got home, and there was the $1018 still on my debit card. I immediately called my bank. They gave me back the $1018 until the Disney Store canceled that charge. It took exactly a month for the Disney Store to return that $1018 into my checking account!!!!!!

Then, because I put a dispute in to my bank, they put a stop to my charging privlidges on my debit card because they treated the dispute as a theft of my debit card. Of course, they didn't tell me this and for a month I was using my debit card and it would work for any charges where I plug in my ATM PIN but if I used it as a CC, I would get declined. We couldn't figure out what happened for over a month and finally the bank told me and issued me a new card!

All in all it was a nightmare!

 

[AZKathy]

The same thing happened to a friend of mine when we all were purchasing our tickets for our trip in June.

She filed a complaint about this with higher ups at Disney and they compensated her for her problems. I don't know who she contacted, but they were very kind and understanding. The gift certificate came to her after her trip to WDW, so it took a little while to take care of it all, but they did follow through.

 

[beattyfamily]

Originally posted by AZKathy
The same thing happened to a friend of mine when we all were purchasing our tickets for our trip in June.

She filed a complaint about this with higher ups at Disney and they compensated her for her problems. I don't know who she contacted, but they were very kind and understanding. The gift certificate came to her after her trip to WDW, so it took a little while to take care of it all, but they did follow through.

I emailed Disney and then printed it out and sent it through the snail mail and never heard a word! I was SO ANGRY! This happened in May I think...after our tax money came.

 

[AZKathy]

Originally posted by beattyfamily
I emailed Disney and then printed it out and sent it through the snail mail and never heard a word! I was SO ANGRY! This happened in May I think...after our tax money came.

My friend is quite persistant! She dealt with them via the phone and she never lets things drop until she gets the problem settled. This happened to her in April or May, also; I don't remember exactly when we purchased our tickets.

 

[QJ411]

OH MY DEAR...I didn't know it was a repeatative problem!

My DH has been trying to get in contact with the store's District Manager...the store mgr. claimed their DM is in California...she did give my DH the phone number though. We haven't heard anything from either one of them!

I feel like no matter who we complain to, no body really cares! I thought about writing to the higher ups at Disney, but I'm figuring, no one will reply. They got our $$ already...they don't give a hoot

NKL~The mall we went to was WOODBRIGE COMMONS MALL, the CM and the mgr. was nice...but I wish this whole situation wouldn't have happened.

BRIAND~Thanks for the advise...but the problem is..the CC we used is a PAYPAL card...which I have no idea how it works...my DH is working on it...hopefully it'll work.

Worse comes to worse we can use our Debit card to pay for the rest of the trip...but I was hoping not to. And like I said, I'm scared to dispute any charges...I read another thread where she disputed her charges for something and the resort ended up cancelling her ressies b/c the card was being disputed.

I hope this works out...I'm sure it will, it's just a hassle. THANKS YOU GUYS FOR ALL YOUR THOUGHTS AND HELP!!!

I'll keep you posted!

 

[QJ411]

BEATTYFAMILY~I totally understand what you mean about the situation being a nightmare...that's terrible.But I'm going to try and see what we can do...

AZKATHY~If you get a chance to find out where she wrote to, PLEASE let us know!!! Thanks!!!

 

[beattyfamily]

Because of your experience and another post I read about 2 months ago, I've decided to re-send my letter from when it happened to me! I know it's been quite awhile but I want to be sure they know about this problem with their registers or maybe poorly trained CM??

I did some research on the Internet and decided to send a copy of my original letter here:

Disney Stores Worldwide Inc
Attn: Mr. Andy Mooney
Guest Relations
101 N Brand Blvd # 1000
Glendale, CA 91203

Last time, I sent the letter to WDW Guest Relations. It really has nothing to do with Disney World so maybe that is why I heard nothing.

I hope I got the address and VP name right; I think I did though.

 

[AZKathy]

Originally posted by QJ411
BEATTYFAMILY~I totally understand what you mean about the situation being a nightmare...that's terrible.But I'm going to try and see what we can do...

AZKATHY~If you get a chance to find out where she wrote to, PLEASE let us know!!! Thanks!!!

I will talk with my friend and PM you the name of the person she spoke with if I can get the information.

 

[jann1033]

I have a few questions about the original post...
1)the problem came about because you used a Disney Credit card for the passes?
2) since I have read many times you have to activate an AP at WDW why did they think they could be activated then and there..am i misunderstanding someplace somewhere(obviously so I guess I mean what do I not get)?
3)would you recommend not buying them at a Disney store but online or the phone then?

Thanks
I have enough aggravation in my life without Disney adding to it (lol) so I would rather just avoid it if possible when I buy my APS

 

[beattyfamily]

Originally posted by jann1033
I have a few questions about the original post...
1)the problem came about because you used a Disney Credit card for the passes?
2) since I have read many times you have to activate an AP at WDW why did they think they could be activated then and there..am i misunderstanding someplace somewhere(obviously so I guess I mean what do I not get)?
3)would you recommend not buying them at a Disney store but online or the phone then?

Thanks
I have enough aggravation in my life without Disney adding to it (lol) so I would rather just avoid it if possible when I buy my APS

I'm not the OP but I can answer a couple of your questions...

She used a pay pal CC for the passes. It doesn't matter what credit card you use...it can happen. It has to do with the Disney Club discount. Every person this happened to was getting the DC discount.

What they mean by 'activate' at the store means that the AP voucher is an AP voucher that has been paid for and can be then activated at WDW when you get there. There is something they do when you buy them that 'activates' them in a different way than what they do at guest relations at WDW. That way, if someone gets a hold of an AP in the Disney Store without buying it, it's useless as it hasn't been 'activated' by the register. It is then activated at WDW but in a different way at WDW; I hope that helps!

I would recommend that if you want to get DC discount, get it another way (phone/internet) rather than at the Disney Store.

 

[NotUrsula]

ANYTIME you write a complaint letter to anyone, put an individual's name on it, and USE CERTIFIED MAIL!

Certified mail requires that a signed return receipt be sent back to you, so you will know when, where, and by whom the letter was received.

Any time you have a CC double-charged by anyone, call your CC issuer immediately and dispute one of the two charges (NOT both of them!) That way the CC company will not pay the extra charge until the merchant PROVES that the money is owed, which, of course, they will not be able to do. Debit cards don't have the consumer protection benefits that CC's do. Don't use them for anything high-priced. (You can always send a check to your CC issuer the same day you purchase whatever it is; putting it through a proper credit card transaction won't cost you any more then.)

 

[jann1033]

thanks yes it does

 

[QJ411]

JANN1033~BEATTYFAMILY is right on all the answers ...and next time...when we renew or someone asks us where to buy APs, I'll DEFINETLY get them either over the phone or via internet!

BEATTYFAMILY~Thanks for all the help...& answering the q's!

AZKATHY~THanks for helping me get the info!

We'll see what happens. We're STILL waiting for an answer as of 3:05PM right now.

 

[Daryl]

Hi, sorry for all your problems, I hope they get resolved soon. I purchased my PAP with A DC discount from my local Disney Store and had no problems using my debit card. Can someone explain why and how the DC discount prevented the transactions from going through properly?

 

[sm4987]

don't you hate that! It happened to me too. Why don't they get this right, I have no idea. They should be trained much better.

 

[QJ411]

HI EVERYON!

DARYL~I don't know what happened with the DC discount, we were there for quite some time and at that point, I didn't care about the discount when it didn't go thru, I wanted to just pay for the AP and HOPE it works when we get down to WDW.

SM4987~I agree there should be alittle more training...I understand that its a retail store and that's their main focus, but when we went in to buy our APs the CM had to go into the stock quite a few times to ask the Mgr. questions on how to ring up the APs. But the problem was, we couldn't get upset, they were nice to us...we didn't want to be jerks and start huffing and puffing. So we were patient, but when we got home to discover the double charge...we were just upset.

To date, we STILL have not heard from the DM or the Mgr. about our charges...we're STILL waiting to get our $$$ back.

I know I'll just pay for the rest of the WDW trip on another card and that will be that, but they're still holding our $$$ and no one seems to want to call us back or even acknowledge us!

We'll keep you posted! THANKS EVERYONE!