*LONG RANT* - Disney Vacation Online Payment

[beck0321]

Hey! OP here...I wanted to update everyone on the situation. I'm probably going to get flamed for not being *****y enough or going above the CM's head but I honestly don't think that would have made much of a difference in this case since I didn't know the original people's names that I talked to.

I called this morning because the money was still not back in the account. Also because I got an email stating that as of 8/21 the full balance was paid, but then saying that the balance due was how much my refund was supposed to be. Hope I am explaining that to where it makes sense.

So I called reservations today and talked to the CM. Oh, he says, it's showing you had a refund processed on AUGUST 20!!!!! WHAAA? The refund was supposed to be processed on the 13th...I was told this by two people (and no I didn't get their names because I didn't think about it. I've never really had to deal with a situation like this so call me naive -- but I'm learning a lot from this experience). But two people on the 13th told me all this information was in my file. When I called on Friday (20th) and talked to the other CM, she saw that in my file too...but today? Mysteriously that information is NOT on my file. Hmmm weird, do you think someone erased that trying to save their butt?

So anyway, I called the bank today and she told me she doesn't see anything from Disney but that if it was processed on their end last Friday it should be in the account by Wednesday. If it's not, she suggested opening a dispute. This time around I am thinking it really was processed on the 20th since I got that invoice in my email.

So anyway...that's where we are. I know you guys, I probably did not handle this the right way. I know I should have talked to a supervisor and asked why that information was deleted or something, but I just don't know where that would have gotten me or what he could have done. Plus I'm not really good at raising hell...

Like, by now I'm not really concerned about the money, but this has kind of made me to where I'm not looking forward to our trip as much because I feel like Disney is being shady about this situation and I feel kind of betrayed. Does that make sense?

 

[Purseval]

Like, by now I'm not really concerned about the money, but this has kind of made me to where I'm not looking forward to our trip as much because I feel like Disney is being shady about this situation and I feel kind of betrayed. Does that make sense?

It makes perfect sense. The big part of a WDW vacation is the "Magic" and right now you aren't feeling very magical. Take away the magic and it's just an overpriced vacation. Hopefully that feeling will go away once you actually get there.

 

[bumbershoot]

If Disney has any sort of proper system for customers, you can't just erase info. At the CS jobs I've had, if you open a contact for a customer, you are there, your name is in there, forEVER. And once you put info in, you can't take it out.

I'm also almost certain that they just click a button for a refund, and the rest is automatic. There would have been no refund sitting on a desk for someone to process; that would be a ridiculous way to do refunds for a huge company.

The *problem* is that it sounds like the original people didn't click that button on the 13th. And when you called in, having a bad feeling about something, the rep saw that and fixed it. In my way of doing CS I would have told you and apologized. Doesn't sound like the CM talking to do you did that, if that's what happened.

And once that button is clicked, once the auto-process is started, it's ALL on your particular bank and how they process refunds. That's why companies have to say "it can take one to two billing cycles", because they do not know what your bank is going to do.

While working CS I had some experiences where I myself was getting a refund, and it would take mere days to get into my account. I would see other peoples' refunds, and from clicking the refund button on the same day, with the exact same automatic process happening, it would take weeks to show up in their account. they'd blame the company, but it was their bank or CC company.

So it sounds like now you just wait for your bank to work it through.

 

[scrapbookmommy]

I am dealing with a payment headache right now with Disney but I called instead of using the online payment system. We do not use credit cards so I took the money for the deposit and put it on a prepaid Visa card that I have used numerous times(including last years Disney trip) without any problem. I called to book my resort and pay my deposit. He told me it was denied. I told him that was strange it should have went through but I would call the card company. I call them and they show two deposits were processed one went through and one was denied(of course because I put what I wanted to pay onto the card plus just a little more). Anyway after several phone calls to Disney and back and forth to my card company Disney still keeps telling me they show no record of it even though the card company gave me an approval number that was supposed to help Disney track the confirmed payment. The supervisor that the CM's kept talking too just kept saying because I was making a "phone payment" the company wouldn't approve more then 75% of what I placed on my card. I called back to the card company and they told me that wasn't true and they showed the full amount of the deposit being approved. They told me the problem was on Disney's end. I had my card company reverse the charges (sorry not sure exactly how they phrased it) but my $$ is supposed to be back on my card within 2 days. Now I'm just not sure how to make the deposit payment because I'm scared they are going to screw it up again.

 

[sophie832]

Ok, this thread is worrying me a bit because last Thursday my TA cancelled our original reservation (we were switching to an AP package), and she said the $200 would be refunded back to our CC. So far, nothing. Of course, it has only been 2 business days. I think I'll contact my TA on Thursday if the $ aren't refunded yet.

OP I'll be crossing my fingers that everything is sorted out for you by Wednesday!

 

[scrapbookmommy]

Update from yesterdays post. My money was put back on my card so I went back in to make my deposit payment this morning. I done it online since they were convinced the problem yesterday was because I was doing a phone payment. I made the payment and worried because after it processed for a bit it went to my "itinerary" and really didn't confirm my payment but I got an email thanking me for confirming my trip. It really still didn't mention anything about a payment. So I was nervous that there was still a problem. So I logged on to the WDW site and on my reservations it still showed I needed to pay my deposit. I figured maybe that part might take a day or two to update so I went in to the step of making another payment and there it showed that my deposit was deducted on the "balance amount". Whew I'm glad to have that taken care of but now I'll be nervous come next week when I'm ready to make another payment. Maybe I would be better off to just buy Disney gift cards and go that route.