Help - disney web page swallowed my money!

[Jenheartsdisney]

Tried to make a reservation through the walt disney web page going through quidco.

The order was for fllights, hotel and tickets.

I got to the page where you put in your card details, the verified by visa page appeared, put in my password and then it came up a picture of baloo the bear saying there had been a problem and to call a number.

Called the number that said open from 9-7 on a Saturday, pressed 3 for web page problems and it said there was no one in the office and to call during opening hours.

I then checked my online banking and the money isn't there any more! I checked my email and the spam folder and I don't have any confirmation from Disney, I tried to email but it said there was a problem with the web page - what do I do?

 

[Tony Toon]

If there's no reply at the web page phone number option could you get through to someone on general enquiries? Don't know if they would be able to help but at least you'd be talking to someone at Disney who could perhaps check their system and see if they had any record of a booking. Fingers crossed and pixie dust that it all pans out but how stressful for you!


Mrs TT

 

[2Tiggies]

Can I ask what type of card you used to pay with?

It was probably putting you through to IT support and with the time zone difference, they won't open until 9 am EST (1 pm here) so you can try again later, but I'd just call back and select option 1 or 2 and see if they can shed some light on it. It may be that the bank has seen the request and put a hold on the funds so they are not available to you, but not actually gone.

In the meantime, it may be worth phoning the bank to find out the status of the transaction/pending request. If Disney does not process the transaction, they won't complete it so the funds won't actually be taken from your account but I think clarification from the bank will make it easier to put your query through and have it investigated by Disney.

 

[Jenheartsdisney]

Thanks for reassuring me, Disney when i got through couldn't find me in the system so it looks like it didn't go through.

My bank are being useless have confirmed that it's the money for disney that's gone out but they wont say wether it's a real transaction or if it's in a holding account, apparently they wont confirm it until Monday which is the next business day! stupid RBS

I paid using a Visa debit card if that helps.

 

[2Tiggies]

Thanks for reassuring me, Disney when i got through couldn't find me in the system so it looks like it didn't go through.

My bank are being useless have confirmed that it's the money for disney that's gone out but they wont say wether it's a real transaction or if it's in a holding account, apparently they wont confirm it until Monday which is the next business day! stupid RBS

I paid using a Visa debit card if that helps.

They should be able to sort it out for you. At least you used a bank card, not a prepaid card, which is why I asked as it works a bit differently. About 2 weeks ago I tried to make a payment for something on our upcoming trip with a prepaid $ card. As with your situation, there was a problem on the site and it popped up a notification saying the transaction failed and I should try again. I did. Went into my account and was charged twice, but the merchant has no record of the transaction. It turns out the funds are now pending so that's 250 I can't touch and their policy is 21 days before they will release the funds back to my account You have much better protection with your own bank. Let us know how it goes.

 

[BudgieMama]

We had a similar problem when booking our Iceland trip. The website glitched and we ended up with THREE holds put on out card, which maxed it out. We had to wait a few days for them to clear, but they never actually took the money. Hopefully it's something similar for you.

 

[Jenheartsdisney]

In really annoyed because I was paying in full so the best chunk of £3000 is missing!

 

[edinburghlass]

RBS fraud call centre work 24/7 so give them a call.

 

[Jenheartsdisney]

Rbs fraud team have confirmed that Disney have the money.

I called the 0800 number on the web page and a lovely man gave me a different 0800 number to call and told me they were open now judging by US time difference (this was at 7pm). Called the number and I just got a message saying office closed and they're open 10-4 tomorrow - is that GMT or EST?

So I emailed disney and said I know you have my money,
I'm not chasing this between 2 countries so you either send me confirmation or cancel my booking and I'll do it again.

Honestly we went with Disney to make it less stressful and it's been nothing but a nightmare!

 

[2Tiggies]

Disney's website has been anything less than reliable of late. It may have helped to mention that my little episode a couple of weeks ago was also Disney related and I still have to wait another week and a few days before I can request the hold be released. Fortunately mine is only a couple of hundred and it's $$ not pounds. However Disney has no trace of the funds their end and says the transaction never processed so they cannot cancel or refund it

It may be helpful to call RBS again in the morning on the number you used and ask them if they can give you a transaction reference to present to Disney. Since you obviously have a current booking with them (I wasn't clear from your first post whether you did or if this was just a deposit for an initial booking) you should just hit option 2 and if they can't help, which they probably can't, they can transfer your call. All the IT lines operate on EST so you have to take into account the 5 hour time difference and time your call accordingly. I think your frustration is well justified!

 

[Elise79]

Honestly, I would still say it was a hold rather than a completed sale.

Your biggest issue will be that is the weekend - anything unusual regarding UK payments is handled by the office in. London who are only there Monday - Friday and the bank won't have a full team either.

I always use a CC to pay online in case of glitches as it's not actual money until I pay off the card - it's a lot easier to get a CC payment stopped or reversed than a debit card

Good luck getting it sorted

 

[Jenheartsdisney]

I thought if the debit card had the visa symbol you were still covered?

I think I'll try again on Monday when the UK office is open, do they work on our time zone too?

 

[flortlebap]

I thought if the debit card had the visa symbol you were still covered?

I think I'll try again on Monday when the UK office is open, do they work on our time zone too?

What a nightmare!

I think visa debit is covered for fraud, but not reverse transactions. As stated above, I honestly think it's just being held and it should be returned to you to allow you to rebook - but it's very poor!

I would just ring disney now rather than trust the website, it's useless!

 

[alisonbestford]

A friend recently paid £2000 on her Visa Debit card after booking an online holiday through the Cosmos website..........only, unbeknown to her, it was a scam site

Thankfully the bank called her about the large transaction, confirmed it hadn't gone to Cosmos and she got all her cash refunded after a few days.......Nightmare.....
Not sure what bank she's with but all turned out okay in the end - I was a little concerned that her Visa Debit card might not be as protected as a Visa credit one...

 

[Jenheartsdisney]

Well I'm still no closer to a resolution and while this drags on I am missing out on booking ADRs and activities. I'm not a happy bunny!

 

[BudgieMama]

Well I'm still no closer to a resolution and while this drags on I am missing out on booking ADRs and activities. I'm not a happy bunny!

You can book ADRs without a linked package, I believe, just not as 180+10.

 

[2Tiggies]

Well I'm still no closer to a resolution and while this drags on I am missing out on booking ADRs and activities. I'm not a happy bunny!

Your trip doesn't have to be paid to book Adrs. I never pay mine before it's due and always make my reservations as soon as I can. Go on and book them

ETA: You can still take advantage of the onsite benefit of the 180 +10 as well, even if your balance is outstanding.

Sent from my iPhone using DISBoards

 

[crabbie1]

Oh god this is awful. Im sure its pending somewhere making RBS some nice interest!! After experiencing this with a friend who rented from me it is very worrying . Money just cannot disappear and you will get it back. I think I will either ring or pay with a CC ( which I do not have yet) to know im protected. I thought visa debit was protected as well. At least you can book your ADR's etc. hope u sort it soon x

 

[Jenheartsdisney]

I can't book anything because I don't have a reservation according to Disney and I can't afford to rebook now and wait for the rest of the money to come back to me.

 

[2Tiggies]

I can't book anything because I don't have a reservation according to Disney and I can't afford to rebook now and wait for the rest of the money to come back to me.

Oh it's all making sense now! So you booked and paid in full at the same time online? I thought you were paying off an existing booking. Surely RBS can trace the funds? They can't have gone anywhere if Disney doesn't have them. They must be able to tell the difference between an actual transaction and an attempted one

Are you able to re-book deposit only? I know it's not ideal but at least you can get your reservations while you wait for RBS to pull finger.