Last minute call for more $$$$$ ?!?Updated with Disney's Response!

[twinnybelles]

Has anyone ever experienced this?
10 days out from departure
reservation confirmation via mail, e mail and $ 0 balance statement 1 month prior to 45 day cutoff
absolutly no correspondence from day 60 - day 10,
phone call 11 days out stating there is a $3,000.00 balance due on my trip!!!!
Now, my responsibility to fax all of this documentation to WDW travel co. guest services supervisor, and hope it is corrected in the next few days???
I am frantic ! I am definately sending strongly worded letters as high as I can go in the Disney heirarchy, but what is my recourse in the interim?
The policy statement on the back of all the paperwork says once final payment is made, Disney cannot change prices.....
In my book, this amounts to extortion ! Am I supposed to pay up or explain to my 4 yo twin daughters, their birthday trip of a lifetime has to be cancelled?
BAD MICKEY !
Has this happened to anyone else? HELP!

 

[tink2]

$3000???- that sounds like an awfully big price hike? Did they have where you had made the payments before and were saying this was in addition to or did they not have your payment in their computer at all? Goodness, let me know what comes of this...Surely there is a simple answer to this and a simple mix-up, but I think I would have a heart attack!

 

[stitchlover]

So is this just the matter of they have misrecorded a payment or they are saying the cost of your package has increased? You are right that if your balance is paid in full then they are not supposed to be able to adjust any of your costs.

I'm sure it will all work out okay. If you just take your time and patiently speak to someone and make sure you actually get to the appropriate people on the phone.

Good luck and keep us posted.

 

[J and R's mom]

It sounds like you already had your trip paid in full about two months ago, correct? I can't imagine they would up the prices and expect you to pay the difference after you've already booked and paid at a lower rate.

You still have some time to call CRO tonight and see if they can help you any. I imagine the whole thing will get straightened out tomorrow.

It sounds like the system wasn't updated with the "paid in full" information yet.

 

[Luv2Roam]

So what are the reasons and details? I can't imagine going from owing nothing to $3,000.

 

[ldo]

1st a fully paid room, or package with Disney is just that--fully paid, they do NOT then raise the price (not even after you have just put down a deposit). So, how and when did you pay? Did you use a Travel Agent?
$3000 is alot of $$---so there is an obvious mistake on their part, or your CC did not get charged---but I think I would "know" if there was a missing $3000 out there.
Are you sure you paid it in full and that it was charged to your CC (or your check cleared)? If so, get the dates and amounts that you paid and call tomorrow. Don't panic.
Also, put together the pieces---did you have DDP? What type of hotel--value, deluxe, etc., what is your ticket package? Obviously, if you have paid $1800 total for 10 days at a deluxe with DDP and 10 day tickets, there might be a missing $3000. On the other hand, if you have paid about the right amount for all components of your package--then $3000 is a crazy mistake.
Do you have more details that you can share, so we can see if your "fully paid" price makes sense?

 

[twinnybelles]

Thanks for all of the quick replies, some additional info, I am so freaked out I guess I'm not giving enough detail. I applied the "pluto" pin code when it came out, came to around a 40% discount which is what the general feedback from other posters at the time was. I paid by AMEX, and, I cannot emphasize this enough,have all of the "account paid in full" documentation from Disney themselves for the discounted amount.
I even called CRO multiple times to make sure the discount was applied correctly, then called more times when the disney VISA code came out to see which was better.
I have spoken to supervisors in CRO who are investigating, some helpful and understanding and some who were rude and condescending, stating their computers are always right... and I must be wrong, even a CRO supervisor told me their policy is to make repeated attempts via mail and phone to people when ressies are not paid prior to 45 days...Which she admitted , they did not. CRO has also told me that the package amount in their computer system get overwritten ( deleted) whenever it is changed, so the have no ability to see what the prior amount was ! There fore since the computer is now changed they see only the large amount $$$$$. and not the original discounted amount ! Thank Heavens for hardcopy documentation.
They just seem very adamant that I am to pay them this additional $$$$ or not come to see the mouse !

 

[Luv2Roam]

I certainly hope this gets straightened out. And it is too bad it puts a strain on a soon upcoming trip.
What was the "Pluto" code? I am wondering if for some reason the code was not applied.
Was this one of those cases where guests had to actually have a long PIN code number, and some were calling in without a code and still getting the discount?
Do you still have your information showing you were able to use this code? Maybe that will help too.

Good luck! And keep us up to date.

 

[twinnybelles]

Sorry, more info. yes, Deluxe, 7 night , MYW /PH and DDP. So yes a very good discount I got at first glance?
This is my first time @ WDW. CRO could not give me the actual % of the discount, or what part , or all of the package it covered . Just " this is what it says in the computer mam" and Yes, this is absolutely the correct price.

My question is, how/when does it become my fault that CRO, doesn't have employees/supervisors who can do their job correctly ( and not 1 but a total of 5 - separate inquiries,about the same issue)certainly not 10 days before I am to arrive !
I agree with above poster, If it is an error, shouldn't a company such as Disney know when there is an error like this made, what is their auditing system/quality control. It is extremely bad customer service to " shake down" their customers in this fashion.

 

[Luv2Roam]

CRO/WDTC will not give anyone a breakdown of what different pieces of a package cost. They only will provide a grand total. Anyone who wants to guess the breakdown just has to do research and some calculations. That is nothing new, and I don't see that changing. That is just part of buying a travel package.
Room only, of course you can figure out exactly what your room is, as that is all you are paying for.
I do not consider this a shake down. There is an error somewhere. But at this time they and you will need to determine who, what and why.
I have NO idea if this is what happened, but did you need a PIN for your discount, but did not really have one? (Not trying to be accusatory or judging. Just guessing on what could have happened. )
I just hope it gets straightened out and wish you the best.

 

[J and R's mom]

Since you have all the documents showing everything paid in full (I'm assuming a document from Disney showing the accomodations/package and a zero balance, a statement from Amex showing where you paid the deposit and subsequent balance) you should be fine once it's all faxed over. Seriously, what can they say when you have harcopy proof of everything?

Let us know what happens when you fax everything over tomorrow.

ETA(Edited to Add): I just read the previous posts that posted while I was typing mine. I don't think the OP applied an unauthorized PIN code since those are tied to specific people. CRO would have known at booking if the OP wasn't qualified for the discount.

OP--I don't think this is your fault. You have all the documents showing you did everything correctly. I'm hoping CRO does some apologizing to you tomorrow and offers you some sort of compensation for the hassle.

Let us know what happens.

 

[twinnybelles]

To Above posters:
Yes, I did have the PLUTO Pin code, it was e mailed, ( I even have the actual color printout - OCD at it's best, I knew from these boards it was coming so I was on the lookout) incidentally, it was at the same time the 2008 room rates got loaded in their system, which was causing problems also as I recall.
But I digress..
And yes, I have already faxed to the CRO supervisor, they are "investigating" and will get back to me !
and yes, I do have the confirmation from my AMEX showing the payment charged/reconcile, and I faxed them this too.
I guess what is making me VERY uneasy, is the attitude I am getting from them ... I better pay or else I'm stuck ! Maybe "shakedown" is a strong term, but after almost a year of planning, to hear this 10 days out ( with holidays and weekends included) It is very disturbing!
It is certainly not easy for a family to come up with $3,000, on such SHORT notice, many people save for YEARS for a trip like this ! Plus, if I was notified earlier that this was an error, I may have opted for as different ressie, I cannot even imagine I have a chance at a decent room now....

 

[Luv2Roam]

Well, it sounds like you have all your documentation. That's the best thing.
Hopefully what you hear will be good. And again I am sorry to hear this stress coming right before your trip. I can only imagine how stressful it is.

Get a good nights rest.

 

[twinnybelles]

Thanks to everyone for the support ! It's amazing how calming posting on the DIS can be

 

[J and R's mom]

...I guess what is making me VERY uneasy, is the attitude I am getting from them ... I better pay or else I'm stuck ! Maybe "shakedown" is a strong term, but after almost a year of planning, to hear this 10 days out ( with holidays and weekends included) It is very disturbing! ...

As I stated in my Edit to my last post, I agree with you...CRO owes you an apology (at the very least). Hopefully this will be the worst of it. How very disappointing this whole thing is. Hopefully it won't last much longer.

 

[Luv2Roam]

It's a good release.
And I hope I did not sound like you did something wrong or tried to beat the system. I was just trying to figure out what could have happened.

 

[Calgary DISHeads]

I am so sorry to hear this - but from reading your posts sounds like all is in order - if you are paid up and have documentation don't worry it will sort itself out. Disney is a big, big company and will not jeopardize it's reputation on something they can't win. Worst case scenario you will pay and get it back if all is in order. Sending good wishes your way!!

 

[twinnybelles]

Luv2roam, no, I did not take it that way at all no worries ! I appreciate all who help me think whilst I am in a crazed frame of mind!

 

[I'mNoPrince]

Well this is the exact reason I never call back and confirm things. Once a CM opens to check for whatever one stroke of the wrong key and they don't pick it up and wam it's all gone.

Most likely human error somewhere but the burden is never with them (after all their computers are never wrong). Bad customer service YES, bad judgement I have to say no because I'm sure many have tried to pull one over in Disney with fake documentation Tha I could make it say anything right here on my computer.

OP it really stinks just stick to your Docs and take it as high as you need to.

 

[fizz13]

No good advice here but sending lots of and that this gets sorted today, its very unfair that their system has put this stress on you when you should be happily packing. Will be anxiously waiting to find out what happens