I am so upset right now at CRO

[Happyflower]

I had reservations for 7 nights AKL conceige service booked for Dec with a special code. I sent the total amount not just the deposit overnight mail, and it was received on the due date, I checked. Well I check my reservation today online to see if they received the payment (2 days ago) and it was cancelled.

So I called right away to find out what happened. They transferred me to the most rudest person I have ever encountered ever at Disney. She said that you have to allow for processing time like 5 days or something. Well it doesn't state that anywhere on my reservation to allow for this extra time. I mean why would I send it overnight, if it will take that many days to process it?. So now she says I have to wait until the check gets processed, and then they will see if they can rebook it. I asked well can't I just make another reservation, to be sure I get my special rate and hotel she said no! I got really upset and said,
oh god, and she was like "excuse me?" and I said this just ruins everything and started to cry. Then she said that I needed to calm down in a really mean rude voice. She went to put me on hold and I just hung up crying because I am so upset.

Now she called and left a message that I needed to provide her with the method I sent it and the amount. Well I had already told her. UGGGGHHHH! Should I email Conceige service about this and see if they can help?

 

[Frankiesmom]

Call back and hopefully you'll get someone else. Have your tracking # ready-since you sent it over nite. Good Luck and don't give up! If you have to speak w a supervisor!

 

[grimley1968]

I am sorry she was rude to you. Those CRO CM's can be somewhat brusque at times.

However, I've had similar experiences with CRO and their mishandling of payments. It really has taken them 3-5 days sometimes to iron out their problems. I'm not defending them, just stating that the CM wasn't saying that just to be rude.

I would call them back, and perhaps ask to speak with a supervisor if needed until you get someone who can act professionally with you. Do NOT offer to send them another check, as that will likely just lead to overpayment, which is essentially what happened to me.

Have check #'s, any cancelled checks, bank routing #, etc. available when you call them. With that information, they should be able to look you up better and figure where the problem is on their end. Surely they will honor your code, since you paid in full on time and it was them who screwed up.

Also note the names of anyone and everyone you talk to at CRO. This is more info that can help you in determining who is jerking you around, so the supervisors at CRO can do whatever is needed to discipline them, if necessary.

 

[spiceycat]

definitely call again.

if you still have problems with CRO ask to speak to a supervisor. if you still have problems -then ask to speak to guest services.'

they can fix it and should.

 

[princessesrule4]

Call back and ask for a supervisor immediately, don't even bother talking to a regular CM - they really can't do anything without a supervisors approval.

Make sure you have all your info right there with you, ressie #, cancelled check, overnight tracking #,etc. You may want to call AKL concierge just to doublecheck to see if you are in the system , but they are IPO and I'm not sure if they are able to do much more than check it out for you.

Hang in there, dear, - it sounds like you have all your documentation and if it was wrongly cancelled ,they should, and I think they will, fix this so you get your code at AKL!

I would also let the supervisor know how poorly your call was handled the first time around.

Keep us posted!

 

[Happyflower]

I was talking to the supervisor, that is who I asked to be transfered to. I don't mean to be so emotional, but this was a very special trip for us for so many personal reasons. I was very luckey to get the room I did, and now I may not have it. It is so upsetting. I will try to call back, but she said that people can't go hunting for my check to process it, that i needed to wait until they process it, and then they will call the CRO back to rebook, and if they can't they will send my money back. Uggghhh!

 

[spiceycat]

call now and ask to speak to guest services.

 

[Happyflower]

call now and ask to speak to guest services.

Are they different that CRO? I did send a letter to conciege at AKL. I don't know if they can help or not.

 

[Happyflower]

Thank you everyone, but I have to get to class, I am already late.

And in class we are studying Snow White, this is going to be hard.

 

[spiceycat]

yes - they are the experts.

if they can't fix it - it can't be fixed. just give them the information that others have say they need.

 

[grimley1968]

I think a lot of cases where a call center is involved (I work in IT for a call center), you can get totally different results by simply calling back and talking to a different operator and/or supervisor. If they are not well-trained, you can have different operators telling you things that are the polar opposites of each other.

Whether you have a speaker phone or not, tell them you have a speaker phone, a cup of your favorite drink with you, all necessary documentation, and all the time necessary to sit there as long as it takes for them to sort this out to your satisfaction. When I have issues with any kind of service, whether it's my cable bill or a WDW ressie, I always assure the call center operators handling my call I have everything necessary right in front of me to a) prove I'm right and b) wait for them to handle my issues.

I think if you do that, the call center operators tend to a) dread dealing with a well-organized person on the other end who won't take any crap and b) want to handle your issues ASAP so they can get you off the phone.

 

[spiceycat]

i know you are gone to class - but when you call back due it on WDW dime.

1-877-939-3732 (us only) or 1-800-828-0228

 

[TammiMcMan]

Hang it there, it may take some time, but I'm sure it will be all worked out in the end. Unfortunately, sending an e-mail to concierge isn't going to do you any good. Your reservation has been cancelled, so when they try to verify you, it won't show up. Even if you were there, I believe they only see limited information.

As others have suggested, before you call back, get all your documents together. You should also look up the information from your overnight tracking and have the address you used, the name of the person who signed for it and the date and time it was received (I think you can also e-mail tracking information, so that could be a timesaver as well if you were able to forward it directly to the person assisting you at Disney). Try to remain calm when you talk with them and don't be afraid to keep escalating. Offer to stay on hold while something is being researched, or if they need to bring in someone else. Otherwise, you might end up in a game of phone tag, which is even more stressful. At the very least, they should reinstate your reservation, with a hold flag on it or something until this is all straightened out.

Good luck.

 

[klmall]

Don't give up and think the worst. According to the online system we have had a cancelled reservation since February for our December trip that I have made numerous changes to it and received correct e-mails for in the past two weeks.

I never trust the online reservation system!

Get your information from a live person!

 

[disnut8]

Being in the accounting field, I can tell you that it's not just Disney World. It's every single company out there that has to process checks. If the deposit was due on the 1st of the month and a check was received o that day, it will probably go to a lock box and the bank (and I believe Disney World does this since it's a P.O. box number to send in payments). The bank will then take all checks received that day and then send it to the Accounts Receivable department of the company. Which would be on the 2nd of the month. Accounts Receivable would then process that payment on the 2nd but it wouldn't show up in the system as being paid until the upload is done, probably that night. So who ever is looking in the computer system won't see it being posted until the 3rd. I would think that because the payment in this case wasn't "received" on the due date of the 1st, the reservation was automatically cancelled.

Most times, there isn't a problem. Utility companies will usually allows a three or five day grace period to accommodate the accounting process before a late charge is levied.

For this case, the OP needs to have all the tracking information from the overnight delivery service she used. She then needs to have someone look to see when the payment was posted. If the bank received that check at the lockbox on the 1st, the payment should be posted on the 1st (backdating the batch to upload). There shouldn't be any lag at all.

If the check was not received at the lockbox on the 1st, then there will be a lag of a day. Say, if the OP gave the overnight delivery package to the driver on the 1st.

Unfortunately, there are more problems that can happen accounting wise with a check. I haven't even gone into when the check actually clears and the company can count that money as theirs.

Sorry you had this problem but tht could be a reason why the reservation was cancelled. I don't think Disney World can put a grace period on paying off vacations.

 

[Luv2Roam]

I agree with the above poster. More likely than not (as with most any company nowadays) the check probably did not even go to the same state. It's handled by lock boxes at some bank who has to process checks by the hundreds, if not thousands, and probably for multiple companies.
Meanwhile Disney's system is probably set up if a payment is not rec'd on a set date, the res is cancelled. (Just my guess.)

 

[bytheblood]

I am sorry she was rude to you. Those CRO CM's can be somewhat brusque at times.

However, I've had similar experiences with CRO and their mishandling of payments. It really has taken them 3-5 days sometimes to iron out their problems. I'm not defending them, just stating that the CM wasn't saying that just to be rude.

I would call them back, and perhaps ask to speak with a supervisor if needed until you get someone who can act professionally with you. Do NOT offer to send them another check, as that will likely just lead to overpayment, which is essentially what happened to me.

Have check #'s, any cancelled checks, bank routing #, etc. available when you call them. With that information, they should be able to look you up better and figure where the problem is on their end. Surely they will honor your code, since you paid in full on time and it was them who screwed up.

Also note the names of anyone and everyone you talk to at CRO. This is more info that can help you in determining who is jerking you around, so the supervisors at CRO can do whatever is needed to discipline them, if necessary.

This is great advice. Please keep us updated. Good luck!

 

[TammiMcMan]

I agree with the above poster. More likely than not (as with most any company nowadays) the check probably did not even go to the same state. It's handled by lock boxes at some bank who has to process checks by the hundreds, if not thousands, and probably for multiple companies.

You're exactly right, that's why a lot of companies will have alternate addresses for overnight payments.

 

[Alicnwondrln]

what happened with this?

 

[RacingPrincess]

bump