Disney Vacation Account Nightmare

[NovemberPapa3]

Hello all, I know that there have been issues with the DVA but I'm wondering if anyone has been through what my wife and I are currently going through. To make this story as short as possible with the pertinent facts and save my own sanity, I submit to you fine folks the gist:

We started our DVA over a year ago to put aside for a special trip for our god kids as this will be their very first time to DLR and all the trimmings. The account (with monthly updates emailed to my wife's email address) has apparently been..."lost", my wife's email is "not connected to anything" and getting help through the DVA's customer service gauntlet has been pointless. They tell her they've escalated her issue but will not give her a contact or number. I fear that we're being swept under the rug because of the paultry sum of $1000+ that was in the account. It almost seems as if they are hoping we just get tired of looking for our money which they lost. Does ANYONE have a point of contact to call that is NOT the DVA customer service team? She tried calling the Billing Department number at Disneyland, the result? They know nothing and gave her the number for the DVA customer service abyss.

Any help on this perplexing issue is greatly appreciated.

 

[verleniahall]

Do you have proof that you have paid all of that into the DVA via bank statements? Maybe escalate something with your bank as well.

 

[KimBean]

1000 dollars is a lot of money. DO NOT GIVE UP!!!

 

[Marionnette]

Hello all, I know that there have been issues with the DVA but I'm wondering if anyone has been through what my wife and I are currently going through. To make this story as short as possible with the pertinent facts and save my own sanity, I submit to you fine folks the gist:

We started our DVA over a year ago to put aside for a special trip for our god kids as this will be their very first time to DLR and all the trimmings. The account (with monthly updates emailed to my wife's email address) has apparently been..."lost", my wife's email is "not connected to anything" and getting help through the DVA's customer service gauntlet has been pointless. They tell her they've escalated her issue but will not give her a contact or number. I fear that we're being swept under the rug because of the paultry sum of $1000+ that was in the account. It almost seems as if they are hoping we just get tired of looking for our money which they lost. Does ANYONE have a point of contact to call that is NOT the DVA customer service team? She tried calling the Billing Department number at Disneyland, the result? They know nothing and gave her the number for the DVA customer service abyss.

Any help on this perplexing issue is greatly appreciated.

http://www.disboards.com/threads/disney-vacation-account-even-stranger.3505062/

You might want to reach out to @minorthr . They had the same problem and were finally able to get tech support help their account to be recognized.

 

[QVCshopper]

Are you sure she's using the right email/username? I'm only asking because my husband is a serial account creator and at one point, he had three Disney account log-ins and the same with Starbucks without realizing it. Drove me nuts!

Also, I have a DSA. You should be able to track down in your emails a copy of the confirmation of money put in. There, you should have all but the last four digits in the email. The other four can be sent to you separately; I think that's how it works. I have the entire DSA "gift card" written down, but it took a few steps to get it. The account is really just one huge gift card. Good luck!

 

[NovemberPapa3]

Yes, The email address that she used, the one that is "not connected to anything," that is the one she used to sign up for it last year and it has the entire paper trail of credits/debits for the account going back to it's creation. The first twelve numbers are of course visible but she can't get the last four. The reason? The email address is "not connected to anything." The account is one huge gift card full of money we put away for the kids that has now disappeared and DVA Customer Service is refusing to provide ANY substantial information. The only speak in vague terms and provide NOTHING, no phone numbers, names or even ticket numbers. Escalation is a theory as far as I'm concerned. It's a sadistic version of a digital catch 22. "Yes, you gave us money for a trip" "No, you can't have your money for your trip because your account never existed."

 

[NovemberPapa3]

http://www.disboards.com/threads/disney-vacation-account-even-stranger.3505062/

You might want to reach out to @minorthr . They had the same problem and were finally able to get tech support help their account to be recognized.

Here's the thing Marionnette, when my wife asks to be put higher up or with ANY department they tell her that they CANNOT do it and that her issue is being "escalated." Escalated to whom or where? They. Will. Not. Say. I read minorthr's post prior to posting myself because I know that issues of a similar nature arise with these things. However the disconcerting and overlying issue here is the blow off that we're basically getting. Quite frankly, they're unnervingly comfortable with leaving someone in the dark and that is the probably the most disheartening thing about this issue thus far.

 

[NovemberPapa3]

Do you have proof that you have paid all of that into the DVA via bank statements? Maybe escalate something with your bank as well.

All transactions have a paper trail in both my wife's email AND our bank statements. I didn't want to have to go to the bank just yet but with each hour and no PROMISED communication back, it is looking more and more likely.

 

[CalDisneyMomof2]

This has actually happened to many people many times and is a reason many don't use the account any longer. With that said, it's usually a glitch and the account is back to working within a few days. How long has this been going on?

 

[IBelieveInTheMagic]

I was going to echo what @CalDisneyMomof2 just stated that this is not the first I've heard this issue but it seems to resolve itself (at least that's what I remember). I also vaguely remember people reporting issues that they had too many Disney account log ins (whatever that meant) and somehow it kicked them out of the DV account. I would hope that once it reaches the "back office" they can realize this and correct it for you or at least hope you in getting it fixed and located.

I hope you get it resolved soon and let us know how it turns out

Heather

 

[Jing]

This has actually happened to many people many times and is a reason many don't use the account any longer. With that said, it's usually a glitch and the account is back to working within a few days. How long has this been going on?

I had this happen once, but I also had my account number available since I requested it early on. As I was on hold with CS, suddenly all my info came back. I think it was the equivalent of "someone ate the page" on the Disney site.

 

[minorthr]

My issue was different I entered a gift card it wasn't added to the account but it was deducted from the gift card, it ended up resolving itself. I'd be freaking out if I couldn't login to my account and was just out $1000.

 

[Shanti]

Glad I saw this thread. It's persuaded me to never use DVA.

 

[Bree]

I had this happen. My email associated with the account got changed to some very old email address that I must have had on a Disney website many moons ago. Not only did the email get changed, but the address associated with the account was changed to an address I hadn't lived at in 15 years. It was a mess and they couldn't change it back. I cleaned out that account and haven't looked back.

 

[havaneselover]

Did you fund it with gift cards? If so I'd try the gift card number and they

My issue was different I entered a gift card it wasn't added to the account but it was deducted from the gift card, it ended up resolving itself. I'd be freaking out if I couldn't login to my account and was just out $1000.

This happened to me Saturday. I called Disney gift cards to ask why my card had zero balance and the csr restored the funds. Then I logged into DVA and the money was there. I called Disney gift card back and they transferred me to DVA and I tried to explain what happened, but they couldn't follow. Someone is supposed to call me back. I could just throw the gift card out.

 

[Minnesota!]

I am not sure I have heard anything positive about DVA, to be honest. I will stick with my separate vacation account at Capital One and consider myself lucky. Sorry, OP, for the headache

 

[verleniahall]

OP - Any Updates??

 

[NovemberPapa3]

5 days later and someone from "IT" called my wife back to assure her that a refund was submitted but will take at least 7 business days. Bear in mind folks, this was 5 days of us calling to get ANY kind of information of where our issue went in the system. We were promised each day that someone would call us back by the end of their business day. That, as you fine friends of mine here can wager to guess, never happened on ANY day. We had to pester them constantly. The idea that Disney would have something like this where they feel comfortable leaving guests completely in the dark with nothing to point towards as movement of an issue is absolutely mind blowing. I even contacted my DVC guide to see if he could find anyone to help and he has been trying to absolutely no avail. There was outright refusal to provide any information at each turn. It remains to be seen if we do in fact get anything within the 7 days which will put the money back AFTER the completion of the trip for which the money was intended. We also were able to find out that the account and it's subsequent mysterious disconnection from my wife's primary email occurred in early March roughly a week after they sent an update on the balance of the account.

 

[minorthr]

Keep us posted I haven't seen a single balance update from them the entire time our account has ben open. Friday is the 120th day it will be open and by Monday I plan to empty it to pay off our cruise\wdw trip so I can get the $100 in gift cards. We are going to disneyland in November and I haven't decided if Ill use it for that yet or not.

 

[NovemberPapa3]

A resolution has occurred! We received an email stating that the refund has been processed as of today and a phone call apologizing profusely for the entire debacle. There is, however, no joy in Mudville. I don't think either one of us is interested in celebrating one thing.