DH unhappy with add on payment error

[mrsminniemouse]

I posted this on the US DVC board too. Any comments???????



We added on 120 points at SSR during the current promotion.

We paid 50% up front as deposit and last week called to say we were ready to pay the remainder. Our guide called on Tuesday night, took my credit card details and said it would be processed on Wednesday.

On Thursday morning our bank calls to say the transaction has failed as Disney did not follow the correct procedures. It seems that Disney should have called ahead to get authorisation on the amount before putting it through. They did not.

So, the bank refuses it and calls us. We say it is ok and contact Disney to re-submit the transaction. Disney put the whole thing through again instead. Because of this the amount (over $5000) is subject to a different exchange rate and it has cost us an extra $140. They should have re-submitted the first transaction which had already had the exchange calculated.

I am not sure if any of this makes sense, I have no knowledge of banking or anything. DH is just annoyed because we lost $140 due to Disney not following the correct procedure in the first place. He is going to contact our guide to see if she will credit us the loss. I doubt they will. Who knows...

Just wanted to vent! BUT I was very excited to get my VWL confirmation today!!

Mandy

 

[crux]

We had a similar problem when we bought our original 150 VWL points. DVC managed to CREDIT our credit card with the payment $9,750 (I didn't notice the credit card slip when I signed it - I only checked the amount, I wasn't expecting it to be a credit amount!). The next day DVC realised their mistake and debited the correct amount twice - which meant that the credit card now had the correct $9,750 debit amount. However, as there appears to be a different exchange amount for Debits and Credits (and DVC didn't reverse the orignal transaction, but put a new one in), plus the rate changed overnight we were approximately £600 worse off than if they'd processed it correctly in the first place. We knew nothing about all this until the credit card bill arrived. We contacted DVC and MBNA (credit card provider) and tried to get them to sort it out. It took over 12 months until it was finally sorted out, as I understand it DVC bankers took no financial responsibility for the problem, even though DVC admitted they'd made a mistake and it was MBNA who refunded me.

The add-on that we did over the 'phone from home went on the credit card without any problems.

 

[Hilary]

I would follow this up with your guide and stick to your guns until it has been resolved to your satisfaction. $140 is hardly going to make much difference to the bottom line for DVC, but it's a considerable sum to you.

A few years ago I had an error on my express check-out bill from ASMo. WDW admitted the mistake straight away and refunded the amount with no quibble - but the difference in exchange rates meant I had lost a small amount on the credit transaction (maybe £20 or £30, I can't remember now) through their mistake. I pointed this out to them and they were very gracious about it and sent me a credit for the amount involved.

I know my example is on a smaller scale than yours, and that it was with WDW rather than DVC, but I would hope the same principles apply. Good luck

 

[Miffy2003]

What a pain, Mandy.

We paid for our DVC on CC and I rang my CC provider to tell them to authorise the payment. My guide did not tell me to do this but I wanted to ensure there were no problems so did this off my own bat.

On a similar note, we were quoted an exchange rate by our CC provider and then when the transaction was processed (within a few minutes of them telling me the exchange rate) they changed me a very different one which meant a difference of £400 (not in my favour!)

I wasn't very impressed at all but it was my CC provider not DVC who were at fault in thei instance. But I do understand your annoyance!

 

[paulh]

on a differant note we once bought some tickeets at busch gardens on cc they were the flex type cost was about £600 there was problems at the gate so they did a refund and charged us again when we checked our statement we were credited but were never charged for the tickets so we wer £600 up
Paulh

 

[vernon]

If you don't get a satisfactory solution on the phone I would suggest writing to DVC's customer services and explain the situation all over again. I don't think it's fair that you should be out because of someone elses mistake.
Good luck with getting it resolved.

 

[disney13]

When I first bought into DVC I arranged to pay for the initial contract via a credit card and the annual dues via my current account debit card. Unfortunately, Disney put the whole amount through on my debit card meaning that I went over £8,000 overdrawn!! (I only have a £750 overdraft!!!) I contacted them straight away and they said that they would credit the amount back into my account. This took over a week and, as you have found, changes in the exchange rate meant that I was out by £200. It did take them some time to get this sorted out but I did receive the difference back.

I'm sure that you will receive it back as well.

Andy

 

[mrsminniemouse]

Just a quick update to let you all know that DVC are refunding us the money that we paid extra because of their error. It is being credited against our dues next year. We are very pleased with this solution. Good old Disney!

Thanks for all your replies and suggestions.

Mandy