Complaining to DLP - update on #20

[CityBlue]

Has anyone had to complain to DLP and if so what sort of a reply did you get?

I booked my trip via telephone and instead of taking the deposit they took the whole amount. I rang to query this and was told it was Disney's fault and it would be refunded immediately. 4 weeks later and I still haven't received it. I rang again and was told the refund was on the system but had not gone through. To cut a long story short, after I went a bit mad at them I asked for an address to complain to. They gave me an e-mail address and I've just finished sending it.

I was just wondering if anyone has any experience with complaining via e-mail?

P.S. They did the same thing to me when I went last year and took the whole balance instead of the deposit. Didn't have to wait as long for the refund last year though!

 

[tennisfan]

It will probably take a while for the complaint to be settled.

A few people have had problems with payment & it has taken a while to get the money back. Doesn't make it right though.

 

[sheryl_loves_disney]

The same exact thing happened to me. I also e-mailed to complain over 2 weeks ago and still have not heard a word from them. I think their customer service is really bad.

Good luck to you and me both!

~Sheryl

 

[CityBlue]

The same exact thing happened to me. I also e-mailed to complain over 2 weeks ago and still have not heard a word from them. I think their customer service is really bad.

Good luck to you and me both!

~Sheryl

Do you think this sort of thing happens all the time then - taking the full amount instead of the deposit?? Hmmmmm, I'm seriously starting to get a bit peeved with Disney!

Let me know how you get on - PM me if you want. Good luck.

 

[jillrobinson]

It's a very poor show that this seems to happen regularly and even worse that you have to wait to get it paid back. It's really not on !

 

[cookie334]

The same exact thing happened to me. I also e-mailed to complain over 2 weeks ago and still have not heard a word from them. I think their customer service is really bad.

Good luck to you and me both!

~Sheryl

Have you not even had the standard automated email back to say that they have received and are dealing with the complaint? If not, I'd definitely try sending it again because I emailed them exactly a week ago (7th) with my complaint and received one back on Monday (9th). I'm expecting it to take a lot longer for a proper response, but if you haven't had any reply I'd be questioning if they have received it yet

 

[CityBlue]

Have you not even had the standard automated email back to say that they have received and are dealing with the complaint? If not, I'd definitely try sending it again because I emailed them exactly a week ago (7th) with my complaint and received one back on Monday (9th). I'm expecting it to take a lot longer for a proper response, but if you haven't had any reply I'd be questioning if they have received it yet

Hi cookie334

Have you had the same problem with money then or is yours a different complaint? I'm just wondering how many people this has happened to - it seems to be an awful lot. I can't believe a company like Disney makes so many mistakes - I am starting to think maybe they do it deliberately to get your cash quicker!

 

[sheryl_loves_disney]

Have you not even had the standard automated email back to say that they have received and are dealing with the complaint? If not, I'd definitely try sending it again because I emailed them exactly a week ago (7th) with my complaint and received one back on Monday (9th). I'm expecting it to take a lot longer for a proper response, but if you haven't had any reply I'd be questioning if they have received it yet

I have gotton nothing back saying that even are looking into it. I will try to send it again. I did get my money back yesterday though. It took about 2 weeks to get the money back. The huge problem was that it was a credit card attatched to my checking account and it was 2 days before we got paid so I encoured a fee from my bank for not having that much money in the account. When I asked Disney, they were terribly rude and said I need to send them my bank statement which I refuse to do.

Really they just don't seem to care!

I hope everyone gets a resolution soon!

 

[ukstitch]

I have gotton nothing back saying that even are looking into it. I will try to send it again. I did get my money back yesterday though. It took about 2 weeks to get the money back. The huge problem was that it was a credit card attatched to my checking account and it was 2 days before we got paid so I encoured a fee from my bank for not having that much money in the account. When I asked Disney, they were terribly rude and said I need to send them my bank statement which I refuse to do.

Really they just don't seem to care!

I hope everyone gets a resolution soon!

Hi,

the only reason they ask to see your statement is to make sure you're not pretending you incurred a charge just to get extra money out of them (I'm not saying you personally would do this, but there are people out there who would consider it).

Have you thought about taking a copy of your statement and editing out your personal information, irrelevant purchases etc? I don't know if they'd accept it or not, but it might be worth a try.

 

[CityBlue]

I have gotton nothing back saying that even are looking into it. I will try to send it again. I did get my money back yesterday though. It took about 2 weeks to get the money back. The huge problem was that it was a credit card attatched to my checking account and it was 2 days before we got paid so I encoured a fee from my bank for not having that much money in the account. When I asked Disney, they were terribly rude and said I need to send them my bank statement which I refuse to do.

Really they just don't seem to care!

I hope everyone gets a resolution soon!

I would definately send it - why should you have to pay for something that wasn't your fault? I don't see why they wouldn't accept it with all the stuff not relevant to Disney blanked out. All they want to see is that is it an official statement with the charges on.

What Disney have done to us is not right - fight for your money back. I'm certainly not letting them get away with this!

 

[cookie334]

Hi cookie334

Have you had the same problem with money then or is yours a different complaint? I'm just wondering how many people this has happened to - it seems to be an awful lot. I can't believe a company like Disney makes so many mistakes - I am starting to think maybe they do it deliberately to get your cash quicker!

No sorry, mine wasn't a complaint for the same reason. Mine was about problems with the staff at the hotel when we were there last month.

I have gotton nothing back saying that even are looking into it. I will try to send it again. I did get my money back yesterday though. It took about 2 weeks to get the money back. The huge problem was that it was a credit card attatched to my checking account and it was 2 days before we got paid so I encoured a fee from my bank for not having that much money in the account. When I asked Disney, they were terribly rude and said I need to send them my bank statement which I refuse to do.

Really they just don't seem to care!

I hope everyone gets a resolution soon!

I'd definitely send a copy with anything else blanked out. Like the previous poster said, why should you fork out when it was there fault. That being said, you might be able to talk to your bank re charges as they will be able to see what's happened and may be understanding enough to refund the charges. I've had this happen to me before, not with Disney, but with a shop taking the money off my card twice and then taking a while to process the refund. I think as long as it's clear to the bank what's happened they can be pretty understanding about it.

 

[sheryl_loves_disney]

Really it's only $20 USD so it's not a huge deal but it's the point, plus they were really rude about it. I should see if they'll take my statment with my personal info edited out. I just don't feel comfortable e-mailing all of that info so some stranger in hopes for $20. Not to mention the millions of calls I had to make between the US and France to get it straightened out. When I asked DLRP about it, they were very rude and never offered to give me the $20 back, in fact the respresentative made me feel like I was trying to steal $20! When I asked for a manager, the rep told me that she could put one on but they would tell me the same thing.

They even told me that there were notes in my file stating not to take the money until a certain date.

I don't know why Disney feels it's ok to take our money without authorization! It is wrong!

I bet Walt Disney would not be happy with this at all!

 

[DisneyFamilyJoyce]

This is a shame that such things happen with the advances technology we have today. I do have to agree that it is the principle and I would certainly approach both avenues to receive your money back. The bank is just as much at fault IMHO for not suspecting fraud and giving you a courtesy call concerning a rather large charge in France on a US card. I bring this up because my bank in the US did just this when I put down just the deposit. It seems that Disney needs to train its cast members a bit better perhaps and your bank needs to not so eager to gather such ridiculous fees. I hope all works out for you guys and you have a great trip.

 

[tinks_1989]

Complaining to disney is awful

i had to nearly 3 weeks ago and i have had the standard email that they are looking at it but to be honest i amso fed up of waiting i couldnt really careless now they will have propbably lost a loyal customer and we will end up paying an extra 100 quid each and just go to WDW for a week instead now

 

[CityBlue]

Complaining to disney is awful

i had to nearly 3 weeks ago and i have had the standard email that they are looking at it but to be honest i amso fed up of waiting i couldnt really careless now they will have propbably lost a loyal customer and we will end up paying an extra 100 quid each and just go to WDW for a week instead now

It's crazy isn't it? Why should we put up with this? As much as I love DLP this will certainly be my last trip, I've had enough of being treated like I don't matter and that it's ok for them to keep my money. I never expected this from a company like Disney at all.

 

[tinks_1989]

It's crazy isn't it? Why should we put up with this? As much as I love DLP this will certainly be my last trip, I've had enough of being treated like I don't matter and that it's ok for them to keep my money. I never expected this from a company like Disney at all.

I appsolutly agree with you I could go to disney myself and sort it out. I love disney I mean i wouldnt go every year if i didnt I recomend all my friends and family to go and i ahve easily recommended 15 people to go (im a hairdresser so im always talking to different people) so that 15 people nd their families is alot of money for disney and i dont no what i would say if some one asked me now

 

[sheryl_loves_disney]

I just resent my original complaint letter from Jan 30th! I also stated that I find it discusting that DLRP not only treats their guests so poorly but does not even respond to complaint e-mails. I told them that I don't even feel welcome!

Has the customer service always been this bad or is it just getting worse?

I hope we all get some answers soon!

 

[Disneyparisfan]

Good luck with your complaint, but dont hold your breath.

I complained last January 08 about safety concerns I had during a new year break. Still waiting for a reply They are good if you go to staff at the park with a problem, but 'back home' customer service is non existant.

g-luck anyway.

 

[tinks_1989]

I dont remember them being so bad I am really upset by it that they have not responded to me im not expexcting any thing from it just an acknowledgment they are doing some thing about it

If i do not hear any thing by friday I will send them another email stating I am not happy with the service AGAIN

 

[CityBlue]

I have just had a reply to my email complaint to DLP. All it says it that the refund is in my account, but I have just checked the online banking and it's not - surprise, surprise!!!

I have sent them another stinking email saying I am disgusted that there isn't even an apology for their mistake in the first place.

Aaarrrgghhh, I am sooooo mad at Disney. . There is no way I am giving them my money next year which is such a shame as once you are there the Parks are wonderful.