Help! Frustrated! What Disney department do I contact???

[farmergirl]

This is such a long story so I will try make it short. Somewhere along the line last year on a single dining reservation....just one of them they misspelled my last name. You wouldn't think this would cause much of a headache but it sure has. They had lost our Cinderella reservation saying we didn't have one even with our ADR confirmation number. They searched the system only after 20 minutes finding that it the last name one little itty bitty letter was wrong. Now our hotel reservation it coming spelled wrong our special offers for pin codes, any emails from Disney is all coming spelled incorrectly. Over the last several months I have called countless times sent emails (useless), and nobody can six this simple thing. They all tell me the same thing. It's correct in our system. So they resend the reservation and nope still spelled wrong. I explained to them that the hotel reservation comes with it spelled both ways and the email itself comes spelled wrong. So they agree with me it is in the marketing system but they say there is no phone number to contact them but it won't cause problems. I told that was not the case in the past. They can never find us in the system but they say if they type in my last name spelled incorrectly there is no such person. So bottom line they always say "It's fixed now" and it isn't. I just want to get this straightend out. I do not want to be in the system incorrectly no longer. Does anyone know what department I could call that would straighten this out for me once and for all. We are DVC members but everything on that end is good. All my info there is still correct! Any advice or info you could give me would be appreciated. Thanks
Trish

 

[gr8leg8]

I am so sorry this is happening to you.

Hopefully one of the wise and wonderful disers and help with the right line of communicaiton.

 

[Ericandjenng]

Have you called your DVC guide? Sometimes they have or know of contacts that can help you more than others.

Also I would write a very detailed letter (not an email) to Disney addressing it either to the Consumer Relations department or to Iger directly. Often a written communication will get more attention. I did this with a situation with Carnival Cruise Lines years ago and we were given a shipboard credit on our next cruise for our trouble

Hope you can get this fixed...

 

[farmergirl]

Thank you for the replies. I have not called my guide I did think of calling DVC member services but everything from DVC is coming to me with no errors so I did not really want to mess with it but I may have to I am running out of options. I do not want to have to go through all the confusion on our next trip. I don't get how it has taken all this time and no one can correct a typo! It is amazing to me.

 

[vicki_c]

Good luck.

It took me 3-4 years and a zillion calls to get them to correct my phone number. And that was an issue because there were a few different places where you had to enter your phone # for things over the years.

I have a different phone number now (from the one they fixed it to) and I'm never again worrying about fixing it with Disney.

 

[BriarRosie]

I'm in the same boat, different problem.

It seems that the address they had for me for Disney's Magical Express was an Orlando address of friends of mine. I have no idea how their address got tangled up with my record, but I called multiple times to get them to update their system.

Each time I called to add DME for each trip, I would ask them to verify the address. If the address reverted back to the Orlando address, I finally asked for a supervisor and explained the issue. Something was overriding the wrong info as a default. Finally got it fixed, though.

Moral of the story: If you can't get one cast member to fix the problem, ask for a supervisor to dig deeper and check the default settings for your guest records.

 

[kafitty]

what a PitA! i hope it gets resolved for you soon!

 

[farmergirl]

Good luck.

It took me 3-4 years and a zillion calls to get them to correct my phone number. And that was an issue because there were a few different places where you had to enter your phone # for things over the years.

I have a different phone number now (from the one they fixed it to) and I'm never again worrying about fixing it with Disney.

So they eventually fixed it???? Or you got you new number first????

I'm in the same boat, different problem.

Moral of the story: If you can't get one cast member to fix the problem, ask for a supervisor to dig deeper and check the default settings for your guest records.

Did you speak with reservations???? Or is there another deparrtment to call?

 

[BriarRosie]

Did you speak with reservations???? Or is there another deparrtment to call?

My problem was with Disney's Magical Express, which I handled via DVC Member Services. If you call the main Disney reservations number, you can probably just ask to speak to a supervisor.

 

[farmergirl]

My problem was with Disney's Magical Express, which I handled via DVC Member Services. If you call the main Disney reservations number, you can probably just ask to speak to a supervisor.

Thank you I think I will call and ask for a supervisor tomorrow.

 

[vicki_c]

So they eventually fixed it???? Or you got you new number first????


Did you speak with reservations???? Or is there another deparrtment to call?

They did eventually get it fixed, but within about a year after that we switched phone companies and got a new number! I put in my cell phone for most things now!

 

[connie1042]

They have our e-mail wrong half the time. We will correct it anf then I call for some other reason and they will say, your e-mail is ******** and I will say no, and they fix it. That only last until the next phone call. It drive me nuts. I am sure I have lost a couple of offers over this.

 

[dkostel]

This happened to me for years with my email. I'm sure I also lost pin offers. Everytime they would ask me to verify my email I would tell them it was wrong but apparently there is no way to fix it because no cast member had been successful. Finally I found a CM who actually knew how to fix it, but it was literally about 3 years. I seem to remember her saying that there were 2 places that it needed to be fixed and that was the problem. Sorry I don't remember more.
My parents in a totally different state now receive my passholder mail, although they have never been passholders themselves.

 

[sau418]

I am going through this right now, on current reservations PITA!!!!! I should have booked online. We moved and changed phone numbers since our last trip and somehow they butchered the spelling of our last name when I called for the current reservations.

So I called today for ME and the CM was very nice, she got the email correct but the reservation spelling is still butchered. The funny thing is the spelling of the email is the same as our last name. We went over this 10 times during the call and then when I received the confirmation email the name is still incorrect, but the email is correct!

Is there a way to get this corrected without having to go through the reservation line? I think the CM's that work there do not have the ability to make lasting changes to information, I think it just changes while they are working on it and then reverts back to the prior info.

 

[sunshine girl]

They have our e-mail wrong half the time. We will correct it anf then I call for some other reason and they will say, your e-mail is ******** and I will say no, and they fix it. That only last until the next phone call. It drive me nuts. I am sure I have lost a couple of offers over this.

Yes, this happens to me too! Every time they ask to verify my email, they have something totally wrong, but it's the same wrong email address every time, so it's just wrong in their system somehow. I have corrected them, no joke, at least 15 times. EVERY TIME they assure me it's been fixed. EVERY TIME it's wrong again.

Someone who's email is "crystal" something at yahoo.com is getting all my messages from Disney.....!

 

[farmergirl]

I am going through this right now, on current reservations PITA!!!!! I should have booked online. We moved and changed phone numbers since our last trip and somehow they butchered the spelling of our last name when I called for the current reservations.

So I called today for ME and the CM was very nice, she got the email correct but the reservation spelling is still butchered. The funny thing is the spelling of the email is the same as our last name. We went over this 10 times during the call and then when I received the confirmation email the name is still incorrect, but the email is correct!

Is there a way to get this corrected without having to go through the reservation line? I think the CM's that work there do not have the ability to make lasting changes to information, I think it just changes while they are working on it and then reverts back to the prior info.

To bad we can't get each others CM's we have the opposite problem now. They have half of it fixed on my reservations but all emails and pin codes etc are coming spelled wrong. I wrote a long lengthly email to the address they told me to wmail when I called in and in the email explained how I must have talked to reservations 15 times and they cannot fix it. So a CM relplyed to my email and here is part of what he wrote. "For assistance with modifying your reservations, please contact the Disney Reservation Center at 407-828-8101. " Thanks! Never thought of that!!!!