Computer Glitch When Taking Banked Points for a Vacation?

[wildernessDad]

I am not sure about this, but I think that there is a computer glitch concerning the taking of banked points for a vacation. Note, that I am assuming that the computer automatically took points out using banked points first. Anyone who knows for sure please correct me if I am wrong.

Let me elaborate.

I have 110 banked VWL points in my 'zero' contract and 43 banked VWL points in my 'three' contract for a total of 153 banked VWL points.

I am in the process of a day-by-day reservation for a 2-br at VWL.

For first night's stay, the computer took 30 banked points from the 'zero' contract.

For the second and third night's stay (weekend nights), the computer took 120 points (60 + 60) from the 'zero' contract. Thus the computer failed to take any of the 43 banked points from the 'three' contract.

So the way it worked was the 'zero' contract started with 110 banked points, then it had 80, then 20 and then it took the remaining 20 banked points from the zero contract plus 40 2008-points from the 'zero' contract.

I called MS later today about this after noticing it and they said that they'd take the 43 banked points from the 'three' contract, giving me 3 banked points in the 'zero' contract, but I have been checking and that has not happened yet.

Any thoughts? Is this the right functionality? Am I missing something?

This just in: They've fixed it to the way that they said that they would, but still, I had to call to get them to take the banked points from the 'three' contract first. So beware.

 

[icydog]

Huh? Is this a question any of us can answer? I lost track almost immediately and I have been doing this for years.

This is a question for member services since none of us can see your records. If you do not get a response that makes sense to you ask to speak to a supervisor. They will be able to sort this all out for you. Understanding how ones pts are used or allocated is your responsibility. I would ask for an account dump and follow each reservation to check when, where and how the points were handled. It is not that hard to understand and since they are your points it will make interesting reading.

 

[wildernessDad]

Huh? this is a question for member services since none of us can see your records. If you do not get a response that makes sense to you ask to speak to a supervisor. They will be able to sort this all out for you. Understanding how ones pts are used or allocated is your responsibility. I would ask for an account dump and follow each reservation to check when, where and how the points were handled. It is not that hard to understand and since they are your points it will make interesting reading.

Yes, I did exactly that. It is in my original post that I contacted MS about it.

 

[icydog]

Yes, I did exactly that. It is in my original post that I contacted MS about it.

You have to be proactive. If you are not getting a response that makes sense call again and don't get off the phone until you understand what is happening in your account. I can't tell you how many errors I have found throughout the years. Don't be intimidated---Ask for a supervisor and don't forget to ask for an account dump while you are at it.

 

[wildernessDad]

You have to be proactive. If you are not getting a response that makes sense call again and don't get off the phone until you understand what is happening in your account. I can't tell you how many errors I have found throughout the years. Don't be intimidated---Ask for a supervisor and don't forget to ask for an account dump while you are at it.

Sorry, but you are ASSUMING that I was not proactive. I was. I am reporting it here to see if others have noticed this as well and to give a warning to others to look at their points to insure that they are being taken correctly by MS.

 

[BellaBuggy]

What's an account dump?

 

[CarolMN]

Glad it worked out for you in the end.

What I have learned to do is ask for a status of my points after each transaction before I hang up. If my "expectatons" do not match the MS status, we fix it right then and there. A lot easier than trying to get it done afterwards - I suspect your correction took a Supervisor's intervention and that is why it took longer than you expected.

I think this is a very important habit to get into (getting a status before you hang up) - especially now that there are so many new CMs at MS and apparently some new computer software.

FWIW, the CM should never borrow without telling you before it is done. Had he/she done so, you could have prevented the problem.

 

[wildernessDad]

I think this is a very important habit to get into (getting a status before you hang up) - especially now that there are so many new CMs at MS and apparently some new computer software.

I definitely agree with you there.

 

[Dean]

Did you sell a Master contract out from under the add ons. I don't think it's unusual to have this type of situation when the master is no longer there. Just remember that while they're treated as one contract in many ways the computer sees them as all separate and must account for each of them. I bet if you'd waited a week it would have showed up correctly and you never would have had to call. Most people would likely have never known it happened.

 

[wildernessDad]

Did you sell a Master contract out from under the add ons. I don't think it's unusual to have this type of situation when the master is no longer there. Just remember that while they're treated as one contract in many ways the computer sees them as all separate and must account for each of them. I bet if you'd waited a week it would have showed up correctly and you never would have had to call. Most people would likely have never known it happened.

Nopers. I have never sold a Master contract. The 'zero' contract is the Master.

 

[Caskbill]

As others have mentioned it's a good idea to verify the points while still on the phone.

I'm assuming each day you just said you were extending the reservation. Or did you actually tell the MS person that points needed to come from two different contracts, and they still came out of the wrong one?

I presume your number "one" and number "two" contracts were at other resorts and you were not using those points. (Or maybe you don't own a number "one" and "two" because you purchased your number 'three' contract resale?)

 

[wildernessDad]

I'm assuming each day you just said you were extending the reservation. Or did you actually tell the MS person that points needed to come from two different contracts, and they still came out of the wrong one?

I presume your number "one" and number "two" contracts were at other resorts and you were not using those points. (Or maybe you don't own a number "one" and "two" because you purchased your number 'three' contract resale?)

I was doing a day-by-day reservation. Was told by MS that, "The computer takes the banked points first." That did not happen here, so I was curious as to whether others have noticed this.

The 'one' account had no banked points and the 'two' account is for another resort.

 

[DVC Mike]

I was doing a day-by-day reservation. Was told by MS that, "The computer takes the banked points first." That did not happen here, so I was curious as to whether others have noticed this.

The 'one' account had no banked points and the 'two' account is for another resort.

I was doing day-by-day for my Dec 2008 at VWL, and about half-way through, noticed that one of the MS CM's had taken 2008 points from one of my VWL contracts instead of using some banked 2007 points from another VWL contract.

With 14 contracts, I think it can be confusing. This morning, MS said "wow, you have a lot of contracts", and said she had to first manually select all my VWL contracts, and then the system would automatically handle where to take the points from. So maybe, wildernessDad, MS missed selecting one of your VWL contracts?

 

[wildernessDad]

I was doing day-by-day for my Dec 2008 at VWL, and about half-way through, noticed that one of the MS CM's had taken 2008 points from one of my VWL contracts instead of using some banked 2007 points from another VWL contract.

With 14 contracts, I think it can be confusing. This morning, MS said "wow, you have a lot of contracts", and said she had to first manually select all my VWL contracts, and then the system would automatically handle where to take the points from. So maybe, wildernessDad, MS missed selecting one of your VWL contracts?

Ahh! That could be it!