DVC points in error

[tiggerone]

Hi -

I am in the midst of working with Member Services to resolve
a point issue. I recently transferred 50 points into my account.
When I went to use them MS said that the system would not allow them to be used because other points available should be used first.
I am currently planning a big family vacation that crosses ny use year
and I am also on the waitlist for a few nights. So what I desired to
do with the transferred points was correct for my situation even though
the system did not want to allow it. This was 3 1/2 weeks ago.
MS opened up an IT ticket and I asked to be called when this issue was
resolved. They said it would be resolved in less than a week.
No word came. 2 weeks ago I called to check on this and MS said the issue
was resolved. But when I checked it I found that there was now missing a total of 36 points combined from my 2007 and 2008 use years and also some points from the transferred points. MS opened up another IT ticket.
I have called MS everyday since asking for a status and have not gotten
anywhere with the MS agents or their managers. As I keep a record of every
reservation I make and what points and use year are used for each
reservation I am 100% sure that my point counts are correct.
Does anyone have any suggestions on how to get my situation
moving with MS and the IT area ? Also is anyone else
experiencing similar situations where MS is losing some of their points
and cannot identify where ?
Thanks.

Craig (tiggerone)

 

[disneynutz]

Request to talk to a Manager. Get names. If that doesn't work, contact Jim Lewis, President of DVC. He fixed a similar point problem that we had last year.

 

[dis@dills]

Hi -

I am in the midst of working with Member Services to resolve
a point issue. I recently transferred 50 points into my account.
When I went to use them MS said that the system would not allow them to be used because other points available should be used first.
I am currently planning a big family vacation that crosses ny use year
and I am also on the waitlist for a few nights. So what I desired to
do with the transferred points was correct for my situation even though
the system did not want to allow it. This was 3 1/2 weeks ago.
MS opened up an IT ticket and I asked to be called when this issue was
resolved. They said it would be resolved in less than a week.
No word came. 2 weeks ago I called to check on this and MS said the issue
was resolved. But when I checked it I found that there was now missing a total of 36 points combined from my 2007 and 2008 use years and also some points from the transferred points. MS opened up another IT ticket.
I have called MS everyday since asking for a status and have not gotten
anywhere with the MS agents or their managers. As I keep a record of every
reservation I make and what points and use year are used for each
reservation I am 100% sure that my point counts are correct.
Does anyone have any suggestions on how to get my situation
moving with MS and the IT area ? Also is anyone else
experiencing similar situations where MS is losing some of their points
and cannot identify where ?
Thanks.

Craig (tiggerone)

Craig,

This is a long response but I think it may help and I'm sorry to hear about your issues with member services. I have had several issues with member services regarding my points since I became a member in Aug, 2007.

I noticed "manual adjustments" to my account on-line. I did not initiate any transactions so I inquired with member services. I received several different replies but all reps said "that's strange, I don't know how that could have happened". The situation was seemingly resolved until I called for a reservation inquiry and the "that's strange" problem came up again.
The see saw lasted for svereal months because there was no sense of urgency for me to make a ressie. Until 2 weeks ago when the problem arose again after being "resolved".
I escalated this to a MGR who did not meet the commitment deadline but at least the major hurdle was resolved. However the points were "transferred" in instead of being "banked" in. I need to transfer points in that I need for an Aug ressie and the rep said I could not transfer points in because of the error in "banking". Sorry for the long winded story but you asked for it... Ha Ha Ha.

Now here is what helped me resolve each hurdle.
1.) I printed copies of "Points Activity Statement", "Vacation Points Contract Detail" (select the longest length of time you can from the drop down menu; you'll understand once you check your Vacation points on line) and the initial page that is opened when you click on "Your vacation points". I printed them during each "correction" so I had a before and after viewpoint. I am glad I did this because several transactions "mysteriously disappearred" during the process. These helped a great deal.

2.) I kept track of all phone contacts, which it sounds like something you already do. I.E name of rep, time, length of call, issues discussed, resolution timeframes etc.. (my log is growing but it MUST be done) and WHAT NUMBER YOU CALL FROM. See below.

3.) Here is the kicker, which fortunately carried some weight. I mentioned to a Mgr about the message you receive before you speak with a rep; "please be advised that this call will be recorded for quality assurance" and said that if they have a way to research the phone call then they will have the conversation of each phone call I made detailing my problems.
I have NO idea if they could actually review them but I asked them if it could be done that they review them because I was telling the truth.

4.) "Once around and UP" I say. If a MGR hasn't helped, go to his.her MGR, and up again if need be. Painful yes.

The "IT" ticket as explained to me by a rep is a system override that only a MGR can do. Which it sounds like to me that all ypur "corrections" must be manually inputted.

I am sory for the LONG winded reply but I hope it helps in some way. PM me if you have any questions.

Matt

 

[rsimon]

Request to talk to a Manager. Get names. If that doesn't work, contact Jim Lewis, President of DVC. He fixed a similar point problem that we had last year.

That's what I was going to say.. If I can't resolve something with the "workers" I just go to the top with either a letter or phone call. Generally a good letter/email gets results promptly and it is amazing how fast a company can do something when every "worker" you talk to say's it can't be done or it will take a while to get it done.. I've done this with some very large companies and it does get their attention and results.

 

[KarenP99]

I currently have too many points in my account....

MS is working on it with IT. I just couldn't not tell them, they have some bizzzare transaction history on my account, showing one of my contracts at a 1400 point deficit (I only own 150 there), yet overall I still had points.

Not sure what the explanation will be, but I know how many points I should have.