Check your balances carefully

[DebbieB]

Today I finished up a day by day reservation for BWV for next October (bw view 1 bedroom). I always ask for my point balances and all week they have been correct. I checked online last night, they were correct. Before today, my April 2008 balance was 135 points, the last night was 24 points, so my balance should be 111. When I was talking to MS, she said I had 278 points left for 2008, I said no, that's not correct, it should be 111. Then she said "sometimes it takes a couple minutes for the system to cycle through, it should be 111 when it processes". I thought that was strange because it was right all the other days. OK, so I go online to check my account. Somehow she (or the system) borrowed 167 points from 2009! 167 points is the total for 6 nights. How could that happen? All I added was 1 night for 24 points and had enough left in 2008. I only have 1 contract.

I'm going to be away on a business trip next week, so I sent an e-mail. But I wanted to warn everyone to check their balances.

 

[Laurabearz]

Wow... MS totally messed up my Oct BWV Standard View Reservation..

I had first booked Ovt 4th-11th, for a 2 bedroom and a studio. Before I hung up, I realized I had booked the wrong week.. and that I needed the following week. No problem she said, and then proceeded to book the first two days of the following week, because I was still outside the 11 month window for the rest of the stay..

(I failed to get point totals after the second reservation)

It seems she booked the two correct days before canceling the first week, so points had to be borrowed from 2009 to book it... (since all 2008 points were in use from the previous week)

I call back two days later to add days and he asks me about borrowing points from 2009.. I was like no wait... I should not have to borrow points from 2009 unless I book 7 nights.. we are on night 3 and 4.. they look into it.. I check online, and that's when I see I have points in 2008 but most of my 2009 points are gone.. They have to call me back..

They call me back.. I go online and look and 61 points I had in my 2007 UY are gone.. (I can't use them for this reservation as I have an Aug UY and trip is in Oct 08) I now have more points in 2008 than I should and 2009 is whole again..

I call them back.. what happened to my 2007 points.. What points they ask.. After a bunch of poking around they see the 61 points. They have to call me back..

Seems when they did the manual adjustment, the superviosr decided to let me use those 61 2007 points for my Oct 2008 reservation,.. she just did me the favor....

Now if you ask me 61 points is a lot of points for someone to tweek without asking... esp since I had until July of 2007 to use them. I was kind of shocked. As it turns out, she did do me a favor (kinda of, now I have no excuse for a trip down before Oct lol) so I left it as is...

Still 61 points is alot to shift without approval if you ask me


Flash to booking the last 2 days.. Once again they pull from 2009 before using the last of the 2008 points. Again a manual adjustment...

So here I am sitting, wondering if my reservation really is my reservation and if all my points are where they should be.

 

[Goofy's apprentice]

I live in fear of the 'manual adjustment'. While I really have very few complaints about member services, I am presently into my second week of waiting for a manual adjustment to reallocate my April 2008 reservation to use up my developer points. It should have been as easy as cancelling the reservation and rebooking a new one, but they had to do it this way. I know they will eventually get it right, but I need to bank points by November 30, so my time is running out. It's frustrating waiting.

I always keep track of my own points and confirm everything before ending the conversation with Member Services. I find this is especially important as we are relatively new members and the points usage can get confusing. I think the new rules for banking will make things much easier for me. Just one date and that's it.

 

[Donna]

I had a similar problem where they borrowed from 2009 and still had a point sitting in 2007. I knew i was out of 2007 points LONG ago because i was out of 2008 points also and wondered how that happened. I don't even care how it happened as long as they fixed it, which they promptly did. Someone had to have gone back and put that point back in manually since i had used up those points back in 2005.
I wish someone would bring up better training of the MS CMs at the member meeting. They really do need it. I'd love to know their job turnaround percentage at MS.
I was talking to another member who also had the same problem with incorrect points being used. If it weren't for viewing online (when you're able to get IN to the site), we'd not know any better til our next MS call!

 

[n2mm]

DebbieB I feel your pain. That happened to me earlier this year and it was so frustrating trying to sort it out. I kept calling and they kept promising me it would straighten out by itself! It took weeks and many phone calls and not until I sent an email describing the situation did it finally get straightened out. Now to this day, everytime I make a reservation, hang up the phone, log into the DVC website, I find myself holding my breath as I check to see if my balances are correct. I just wish we could manipulate our own accounts, sort of like I do for my checking and savings accounts. Good luck!

 

[3DisneyKids]

A good warning. Every DVC member needs to be vigilant about their points. Computers foul up...and even GOOD CMs are going to make mistakes from time to time...they're human.