Having trouble with the Accounting department

[kc10family]

I am having difficulties with the account department and want to send a letter above them. Does anyone know an address or phone number to address issues above a particular deptment?
Thank you

 

[disneynutz]

dvcmembersatisfactionteam@disneyvacationclub.com

Bill

 

[davedmaine]

Imwastingmytimeifisendthisemail@disneyvacationclub.com

 

[darbry]

Davedmaine that gave me a great laugh this morning!!!

 

[Dean]

I am having difficulties with the account department and want to send a letter above them. Does anyone know an address or phone number to address issues above a particular deptment?
Thank you

I'd start with Member satisfaction but quickly go to corporate at Celebration if I felt strongly. Mind sharing your issue?

 

[kc10family]

I'd start with Member satisfaction but quickly go to corporate at Celebration if I felt strongly. Mind sharing your issue?

We just became members in February and upon buying we chose the standard direct bank account withdrawal for both loan payment and dues.

Us- Sounds great! However we did not have a check to void and give them at the time of signing.
Signing Agent- No Problem, fill out this form and mail it with your voided check in this prepaid envelope within 10 days please.
Us- Will do

Get home, void a check, take picture of check, form and envelope, mail form and voided check in prepaid envelope. 1.5 weeks later we call to see if they got it and have processed the information and to check the actual date of first payment.

Account CM- We have not received your documents yet.
Me- That’s odd, well how much longer should I wait before I check again.
CM- another week or so.
Me- Alright, thank you.

2 weeks later we receive a letter stating annual dues are due 1 April and we are not set up for monthly dues payments. I call accounting.

CM- we have no information on file for you.
Me- It was mailed, I have already called on this before and I am now concerned.
CM- we have no control over the postal service
Me- I understand that but I find this odd, could your envelopes be printed wrong? Have you had many prepaid envelopes lost?
We go back and forth and I ask to speak with a supervisor. CM takes my number and says they will call me back.

Two days later I call again (I’m not thrilled at this point as no one will call me back) and again it’s a back and forth about the postal service and how they have no information etc. CM says I can just fax the info over and we will input the next morning. I go to the nearest fax machine that day and fax it twice. On the fax I write “I formally ask for confirmation of receipt of this fax (email address). I sign it.
I call two days later (trying to give them extra time) and straight up ask for a supervisor. My conversation with her did not go well. I asked if the information was received.
Sup CM- Yes it was.
Me-Why did I not get contacted?
Sup CM- we don’t have time to do that.
Me- I asked for conformation based on my past history of information not being received.
Sup CM- Well, maybe she passed it one for someone else to do.
At this point I am not thrilled and confused. Why would you not take care of a customer after the customer specifically asked? I asked to speak to her supervisor; she gave me her name and took my number then told me she would call me. I asked when I would get a call and was told in the next 48 hours.
No Call after 48 hours so I guess it is letter time.

My issues- not returning a customer’s call, not confirming receipt of paperwork upon specific request, not wanting to consider there could be a problem with the process, major lack of customer service.

 

[Dean]

We just became members in February and upon buying we chose the standard direct bank account withdrawal for both loan payment and dues.

Us- Sounds great! However we did not have a check to void and give them at the time of signing.
Signing Agent- No Problem, fill out this form and mail it with your voided check in this prepaid envelope within 10 days please.
Us- Will do

Get home, void a check, take picture of check, form and envelope, mail form and voided check in prepaid envelope. 1.5 weeks later we call to see if they got it and have processed the information and to check the actual date of first payment.

Account CM- We have not received your documents yet.
Me- That’s odd, well how much longer should I wait before I check again.
CM- another week or so.
Me- Alright, thank you.

2 weeks later we receive a letter stating annual dues are due 1 April and we are not set up for monthly dues payments. I call accounting.

CM- we have no information on file for you.
Me- It was mailed, I have already called on this before and I am now concerned.
CM- we have no control over the postal service
Me- I understand that but I find this odd, could your envelopes be printed wrong? Have you had many prepaid envelopes lost?
We go back and forth and I ask to speak with a supervisor. CM takes my number and says they will call me back.

Two days later I call again (I’m not thrilled at this point as no one will call me back) and again it’s a back and forth about the postal service and how they have no information etc. CM says I can just fax the info over and we will input the next morning. I go to the nearest fax machine that day and fax it twice. On the fax I write “I formally ask for confirmation of receipt of this fax (email address). I sign it.
I call two days later (trying to give them extra time) and straight up ask for a supervisor. My conversation with her did not go well. I asked if the information was received.
Sup CM- Yes it was.
Me-Why did I not get contacted?
Sup CM- we don’t have time to do that.
Me- I asked for conformation based on my past history of information not being received.
Sup CM- Well, maybe she passed it one for someone else to do.
At this point I am not thrilled and confused. Why would you not take care of a customer after the customer specifically asked? I asked to speak to her supervisor; she gave me her name and took my number then told me she would call me. I asked when I would get a call and was told in the next 48 hours.
No Call after 48 hours so I guess it is letter time.

My issues- not returning a customer’s call, not confirming receipt of paperwork upon specific request, not wanting to consider there could be a problem with the process, major lack of customer service.

Thanks for sharing. I'd think Member satisfaction could easily take care of that in liaison with the accounting department. You'll likely have to pay the extra accumulated then set it up monthly starting about a months after you get it straightened out. Let us know how it goes.

 

[disneynutz]

I'd start with Member satisfaction but quickly go to corporate at Celebration if I felt strongly. Mind sharing your issue?

FYI - Member Satisfaction is a team who works in the corporate office at the DVC building in Celebration. They interface directly with the executives and compile contact reports that are shared with the executive team. They are also one of only a handful of teams who interface directly with other Disney units and they have access to computer systems and software that gives them capabilities that the MS CM's don't have.

Bill

 

[disneynutz]

We just became members in February and upon buying we chose the standard direct bank account withdrawal for both loan payment and dues.

Us- Sounds great! However we did not have a check to void and give them at the time of signing.
Signing Agent- No Problem, fill out this form and mail it with your voided check in this prepaid envelope within 10 days please.
Us- Will do

Get home, void a check, take picture of check, form and envelope, mail form and voided check in prepaid envelope. 1.5 weeks later we call to see if they got it and have processed the information and to check the actual date of first payment.

Account CM- We have not received your documents yet.
Me- That’s odd, well how much longer should I wait before I check again.
CM- another week or so.
Me- Alright, thank you.

2 weeks later we receive a letter stating annual dues are due 1 April and we are not set up for monthly dues payments. I call accounting.

CM- we have no information on file for you.
Me- It was mailed, I have already called on this before and I am now concerned.
CM- we have no control over the postal service
Me- I understand that but I find this odd, could your envelopes be printed wrong? Have you had many prepaid envelopes lost?
We go back and forth and I ask to speak with a supervisor. CM takes my number and says they will call me back.

Two days later I call again (I’m not thrilled at this point as no one will call me back) and again it’s a back and forth about the postal service and how they have no information etc. CM says I can just fax the info over and we will input the next morning. I go to the nearest fax machine that day and fax it twice. On the fax I write “I formally ask for confirmation of receipt of this fax (email address). I sign it.
I call two days later (trying to give them extra time) and straight up ask for a supervisor. My conversation with her did not go well. I asked if the information was received.
Sup CM- Yes it was.
Me-Why did I not get contacted?
Sup CM- we don’t have time to do that.
Me- I asked for conformation based on my past history of information not being received.
Sup CM- Well, maybe she passed it one for someone else to do.
At this point I am not thrilled and confused. Why would you not take care of a customer after the customer specifically asked? I asked to speak to her supervisor; she gave me her name and took my number then told me she would call me. I asked when I would get a call and was told in the next 48 hours.
No Call after 48 hours so I guess it is letter time.

My issues- not returning a customer’s call, not confirming receipt of paperwork upon specific request, not wanting to consider there could be a problem with the process, major lack of customer service.

Sadly this will probably not be the only time that you will be disappointed with the DVC. These types of issues have been going on for years. Accounting has always been a department that has been difficult to get in contact with. I have never had them just answer the phone, I have always had to leave a voice mail.

Keep copies of everything, accounting, reservation, points, all contacts. And don't forget to opt out of Disney sharing your info with 3rd parities.

Bill

 

[gdrj]

Sadly this will probably not be the only time that you will be disappointed with the DVC. These types of issues have been going on for years. Accounting has always been a department that has been difficult to get in contact with. I have never had them just answer the phone, I have always had to leave a voice mail.

Keep copies of everything, accounting, reservation, points, all contacts. And don't forget to opt out of Disney sharing your info with 3rd parities.

Bill

I guess I must be one of the few not disappointed with DVC. Whenever I have had questions, a call to member services or e-mail have addressed the issue.

 

[disneynutz]

I guess I must be one of the few not disappointed with DVC. Whenever I have had questions, a call to member services or e-mail have addressed the issue.

IMO the issues should not have happened in the first place. I may seem biased but the longer you own, the more contracts that you have, the more reservations that you book, the greater the exposure and potential for problems. I tend to hold DVC's feet to the fire and expect good service. Long waits for someone at MS to answer your call is not good service, mistakes or problems caused by a software or human mistake is not good service.

Bill