Confusion on points with new membership

[Bjaiken77]

So my membership finally loaded/established, which I’m super excited about. I’ve read on the “Closing Time” thread that it can take a bit for points to show up, but sometimes people call Member Services to expedite the process. I did that because we are going to Disney World April 24-26.

In talking to MS, I got a response that I found a bit odd. The MS person I talked to contacted “technical support” and was told they didn’t have all the information they needed to put the points in my account. They also said it can take 7-30 days.

I mean, it’s no big deal, as I feel pretty confident I’ll have the points before my trip, especially if I stay on top of it. However, what do you think they meant? They couldn’t have established my membership without getting everything from the title company and county, right?

While I love Disney, and don’t want to be an unnecessary pain in their butt, my experience with large companies is that all training and staff are not created (or experienced) equal. When that happens, I try to get to someone who knows what they are talking about. However, I don’t even know how to respond to what I was told this morning. What are your thoughts on their response? Many thanks for the feedback!

 

[KAT4DISNEY]

Ignore it because the MO is to give excessive timeframes that they can have no problem meeting. DVC admin loads the points so I don't even have a clue about the "technical support" that they talked to and many MS CM's really aren't well versed on the resale purchase or even will lend towards stating things (often untrue) that make it seem much more onerous than it is. FWIW - Contract loaded and points done within 2 days this past week. Getting the contract on the account is the long part and the points should follow within a few days.

 

[Sandisw]

So my membership finally loaded/established, which I’m super excited about. I’ve read on the “Closing Time” thread that it can take a bit for points to show up, but sometimes people call Member Services to expedite the process. I did that because we are going to Disney World April 24-26.

In talking to MS, I got a response that I found a bit odd. The MS person I talked to contacted “technical support” and was told they didn’t have all the information they needed to put the points in my account. They also said it can take 7-30 days.

I mean, it’s no big deal, as I feel pretty confident I’ll have the points before my trip, especially if I stay on top of it. However, what do you think they meant? They couldn’t have established my membership without getting everything from the title company and county, right?

While I love Disney, and don’t want to be an unnecessary pain in their butt, my experience with large companies is that all training and staff are not created (or experienced) equal. When that happens, I try to get to someone who knows what they are talking about. However, I don’t even know how to respond to what I was told this morning. What are your thoughts on their response? Many thanks for the feedback!

That happened to me last summer. For some reason, there was missing something when it was sent to MS from MA. It took a few days of calling because they had to reach out to that department to get it. It didn’t have anything to do with the title company or anything.

They told me it doesn’t happen very often but once in awhile it does.

 

[Bjaiken77]

Thanks for the tips. It was really confusing. Hopefully everything settles out soon. I’m staying on top of it.

 

[Bjaiken77]

Uggg....so just an update on this process. I called MS this morning and, when I finally got through (ie not told to call back later), waited on hold for an hour. MS told me they can’t load the points because they don’t have everything they need; Member Administration needs to provide the final pieces.

After emailing Member Administration, they wrote back and told me to call MS, as they can’t apply the points to my account. This is a cut and paste from their email:

“Unfortunately our team is not able to assist with the points transfer. Please reach out to Member Services via phone to request to have the points pulled over. Please let them know that your transfer has already been completed and you need the points deposited into your account. They will be able to call their support team to request to have the points put into your account while you are on the phone.”

So....I call MS and wait on hold for an hour again. I read them exactly what Member Administration wrote. They put me on hold while they talk to their support team. MS comes back and tells me they can’t do anything because they don’t have everything they need.

I waited patiently throughout the entire resale process, but they have my information now and I have a trip scheduled for late April. I want to use those points, and rooms keep slipping away. Plus, I just hate the inconsistent messaging. Sorry for the rant - it was a long day on the phone.

 

[CarolMN]

Try sending an email to Terri Schultz. Ask her to resolve the finger pointing going on between Member Administration & Member Services. Good luck !

Terri A. Schultz
Senior Vice President and General Manager
Terri.A.Schultz@disney.com

 

[MonaMN]

I can’t figure out why they wouldn’t want to look at this process and reduce the rework by just doing both things at once? Seems like a definite opportunity for process improvement...

 

[Bjaiken77]

Thank you for all the tips. I tried again today. I got through to an MS staff member, who placed me on hold so long that it rang through to a supervisor. I explained my issue: MA is saying they are done; MS is saying they don’t have what they need from MA. I read the email from MA that I posted above. To her credit, the supervisor messaged MA via Disney’s internal messaging system to see what was going on. She said she’d get back with me if she heard anything or tomorrow morning (whichever came first). This is the FIRST TIME someone from MS reached out to MA (and vice versa) to help me resolve the problem.

Unfortunately, my points did not get loaded in my membership by the end of the day. Another opportunity to book rooms went down the drain. I emailed Terri Schultz as suggested (thank you for the advice) and said I’m frustrated by the lack of internal communication and inconsistent messaging. We’ll see what I hear back. This is unprofessional for any organization. I’m surprised it’s happening at Disney.

 

[Transferteck]

I am so sorry for the frustration and lack of effort you have encountered. FWIW I would continue to read and ask as many questions you can on these boards so you don’t have to engage with MS or MA again. There have been times, post COVID, I’ve thought about transferring points or wait listing, etc but not because it may require such much time waiting or explaining to under qualified cast members what I want/can do. Hoping for a better online system seems to be our only hope.

 

[Bjaiken77]

I am so sorry for the frustration and lack of effort you have encountered. FWIW I would continue to read and ask as many questions you can on these boards so you don’t have to engage with MS or MA again. There have been times, post COVID, I’ve thought about transferring points or wait listing, etc but not because it may require such much time waiting or explaining to under qualified cast members what I want/can do. Hoping for a better online system seems to be our only hope.

Thank you! Yes, it’s really frustrating. I’d be happy if I never had to talk to another MS staff again. Here’s to hoping for an improved computer system so that may happen.

 

[tripgoerNS]

Did you get your points loaded finally?!

 

[wishicouldgomoreofte]

Try sending an email to Terri Schultz. Ask her to resolve the finger pointing going on between Member Administration & Member Services. Good luck !

Terri A. Schultz
Senior Vice President and General Manager
Terri.A.Schultz@disney.com

Thank you for posting Terri A.Schultz email. Is that and other useful Disney administration/higher-ups emails posted somewhere?
I have never tried to find it, but I have tried to find other emails before and could not, so I am replying now, with hopes to find this again.

 

[wishicouldgomoreofte]

Bjaiken77, will you let us know what happened? And I am especially interested if you heard anything from Terri Schultz.
Hope you got your points, and were able to make a reservation.
I wondered if there was something wrong with the contract at closing, that had not been caught, and if that was the problem.

 

[CarolMN]

Thank you for posting Terri A.Schultz email. Is that and other useful Disney administration/higher-ups emails posted somewhere?
I have never tried to find it, but I have tried to find other emails before and could not, so I am replying now, with hopes to find this again.

I just googled her and added Disney. This came up:

Disney_Vacation_Club-6c8273e0.pdf

 

[CarolMN]

Thank you for posting Terri A.Schultz email. Is that and other useful Disney administration/higher-ups emails posted somewhere?
I have never tried to find it, but I have tried to find other emails before and could not, so I am replying now, with hopes to find this again.

I just googled her and added Disney. This came up:

Disney_Vacation_Club-6c8273e0.pdf

View attachment 568584

 

[Bjaiken77]

Bjaiken77, will you let us know what happened? And I am especially interested if you heard anything from Terri Schultz.
Hope you got your points, and were able to make a reservation.
I wondered if there was something wrong with the contract at closing, that had not been caught, and if that was the problem.

Terri was out of the office, but someone was watching her email and got back to me early in the morning via email (I sent my email to her after hours the night before). They send they would look into the issue. I finally received my points an hour or so after her response. I think this may be a good way to handle problem issues when you are getting the runaround. I appreciate the advice.

 

[wishicouldgomoreofte]

Terri was out of the office, but someone was watching her email and got back to me early in the morning via email (I sent my email to her after hours the night before). They send they would look into the issue. I finally received my points an hour or so after her response. I think this may be a good way to handle problem issues when you are getting the runaround. I appreciate the advice.

I am glad they finally posted. Were you able to get a reservation so close to travel date?

 

[Bjaiken77]

I am glad they finally posted. Were you able to get a reservation so close to travel date?

I sure was. We are doing two nights (Sat/Sun) at Beach Club in a 1B because we are going to Flower and Garden on Sunday. We have a 1B at Grand Floridian on Monday and just plan to relax by the pool. We come in Friday night super late (I think 10 pm), and decided to grab a studio at Poly instead of staying off property. That’a basically just going to be a place to sleep, though. I can’t wait!