Member ID Mix Up

[Disneypapa]

Has anyone else had problems with DVC mixing up your account with another member's account? Due to some IT glitch, my account appears as if there has been an ownership change (there hasn't been). A different member's name is on my contract. Contract administration acknowledges me as the owner, but not Membership Services, so I can't transact any business (reservations, banking, etc.) until the matter is resolved.

A few months ago, I did ask for (and received) a ROFR letter in order to add my son's name to the contract/deed. I mailed those documents to Orange County to have them recorded and waiting for that to be completed. I don't know if that's when the error occurred or not.

Any similar experiences out there?

 

[disneynutz]

We have had problems with our accounts. Some issues they can correct right away, other problems took several weeks. They gave us a new Member account when the contract should have been added to our existing master, they eventually corrected it.

They messed up our point totals a couple of times and eventually fixed it.

They also added someone to our account as a Associate. We eventually found out that the person was a programmer who was using our account to do some testing.

Bill

 

[dvcforever]

Thanks for the heads up!! Will double check our stuff!!

 

[CarolMN]

Has anyone else had problems with DVC mixing up your account with another member's account? Due to some IT glitch, my account appears as if there has been an ownership change (there hasn't been). A different member's name is on my contract. Contract administration acknowledges me as the owner, but not Membership Services, so I can't transact any business (reservations, banking, etc.) until the matter is resolved.

A few months ago, I did ask for (and received) a ROFR letter in order to add my son's name to the contract/deed. I mailed those documents to Orange County to have them recorded and waiting for that to be completed. I don't know if that's when the error occurred or not.

Any similar experiences out there?

That has to be very frustrating! Do you have an immediate need to complete a transaction? Or will you in the next month or so? If yes, I would escalate the situation within Member Services (assuming you haven't already done so).

Thanks for sharing your experience - please let us know when there is a happy ending! Good luck for a quick fix!

 

[Disneypapa]

Okay, it's been a couple of weeks since discovering my membership was assigned to someone else and still no resolution. Looks like it would be an easy fix to change the name back to the original owners. I'm only speculating that the delay in doing so has to do with some software bugs in their program that they are trying to correct. Meanwhile I wait impatiently.

 

[Dean]

Okay, it's been a couple of weeks since discovering my membership was assigned to someone else and still no resolution. Looks like it would be an easy fix to change the name back to the original owners. I'm only speculating that the delay in doing so has to do with some software bugs in their program that they are trying to correct. Meanwhile I wait impatiently.

This doesn't make sense, what are they telling you? Did you look on the Orange County Website to see if a deed had been recorded in the other name? Are you able to use your membership? Can they add you as an associate temporarily while they fix it?

 

[vicki_c]

This doesn't make sense, what are they telling you? Did you look on the Orange County Website to see if a deed had been recorded in the other name? Are you able to use your membership? Can they add you as an associate temporarily while they fix it?

Wasnt there a similar problem a while ago with Disney adding mystery associate members to accounts while they were software testing?

Oh, sorry I see that was already mentioned.

 

[disneynutz]

Wasnt there a similar problem a while ago with Disney adding mystery associate members to accounts while they were software testing?

Oh, sorry I see that was already mentioned.

That was one of our accounts. Once we figured out who the person was which took a couple of days, and they deleted him. MS acted like we were trying to pull something and they didn't know what to do.

Bill

 

[Dean]

Wasnt there a similar problem a while ago with Disney adding mystery associate members to accounts while they were software testing?

Oh, sorry I see that was already mentioned.

That was adding associates for testing, not changing the ownership.

 

[Disneypapa]

Spoke again with Contract Administration, IT problem still has not been resolved. No explanation as to how and when the other member's name was assigned to my contract. Member Services and the DVC website show another member's name and not mine as owner.

I have missed a banking deadline, but Contract Services says they will bank the points for me, once they have corrected the problems. It's the least they can do, since with each passing day, my opportunity to use or rent the points is diminishing (Oct UY).

I have recorded documents (deed, ROFR, etc.) to send to DVC that adds my son's name to the deed. I'm hestitate to do so, for fear it will confuse or complicate the membership issue under investigation.

Not sure what else to do.............

 

[jennypenny]

You're nicer than I am. At this point, I would be on the phone with them--on hold for however long was necessary--to get this resolved. They've had plenty of time. Honestly, I would ask them for an appointment to come down and meet with them directly to get it resolved. (maybe that kind of threat will get things moving) This is your property! Have they figured out what contract your name is on? I'm assuming the contracts got switched. Are dues being paid on that contract? Will your tax bill be screwed up this year?

This goes beyond missing points or misallocated points--this is a change in ownership (on paper) that should never have occured. That is a really big screw up in my book.

I'd be calling contract services, my guide, member satisfaction, etc. every day until it was resolved.

 

[Dean]

Spoke again with Contract Administration, IT problem still has not been resolved. No explanation as to how and when the other member's name was assigned to my contract. Member Services and the DVC website show another member's name and not mine as owner.

I have missed a banking deadline, but Contract Services says they will bank the points for me, once they have corrected the problems. It's the least they can do, since with each passing day, my opportunity to use or rent the points is diminishing (Oct UY).

I have recorded documents (deed, ROFR, etc.) to send to DVC that adds my son's name to the deed. I'm hestitate to do so, for fear it will confuse or complicate the membership issue under investigation.

Not sure what else to do.............

I'm sorry but this doesn't make any sense to me. If they are sure it's your account, why not just change it back, IT can figure out later what happened if it's possible to do anyway. Dragging this out waiting on IT makes no sense to me. I'm assuming there is no ex or anyone previously listed with you on the deed that could have pulled something and that there's no way there was a foreclosure that you were unaware of for some reason. I hinted before to look for that name on the OC website to be sure that nothing else had happened such as identity theft.

 

[Disneypapa]

I'm sorry but this doesn't make any sense to me. If they are sure it's your account, why not just change it back, IT can figure out later what happened if it's possible to do anyway. Dragging this out waiting on IT makes no sense to me. I'm assuming there is no ex or anyone previously listed with you on the deed that could have pulled something and that there's no way there was a foreclosure that you were unaware of for some reason. I hinted before to look for that name on the OC website to be sure that nothing else had happened such as identity theft.

Nothing like that at all. My spouse died last year and I have initiated adding my son to the contract by requesting ROFR, which I received and then recorded a new deed with Orange County, which has also been completed. BTW, I did this based on memos you and I exchanged on "how to". Thanks for the help.

 

[disneynutz]

I'm sorry but this doesn't make any sense to me. If they are sure it's your account, why not just change it back, IT can figure out later what happened if it's possible to do anyway. Dragging this out waiting on IT makes no sense to me. I'm assuming there is no ex or anyone previously listed with you on the deed that could have pulled something and that there's no way there was a foreclosure that you were unaware of for some reason. I hinted before to look for that name on the OC website to be sure that nothing else had happened such as identity theft.

Sounds like the system won't let MS correct the error. We had this happen a few years ago with transferred points, MS could see the points but they couldn't use them. DVC had to refer the problem to their "Disney Partner" to get it fixed, took 3 days.

Bill

 

[Dean]

Nothing like that at all. My spouse died last year and I have initiated adding my son to the contract by requesting ROFR, which I received and then recorded a new deed with Orange County, which has also been completed. BTW, I did this based on memos you and I exchanged on "how to". Thanks for the help.

I was just trying to figure out if there was some other issue in the past that might have put the account at risk.

Sounds like the system won't let MS correct the error. We had this happen a few years ago with transferred points, MS could see the points but they couldn't use them. DVC had to refer the problem to their "Disney Partner" to get it fixed, took 3 days.

Bill

Worst case scenario would be they'd have to load it in as a new account. that'd lose the history and they'd have to rebook any existing reservations but that should be it. Still doesn't make sense to me that it's take so long to fix without some underlying issue.

 

[jennypenny]

Still doesn't make sense to me that it's take so long to fix without some underlying issue.

This is why I wonder if contracts were switched and his name is on another contract. They've still had plenty of time to correct it though.

 

[Dean]

This is why I wonder if contracts were switched and his name is on another contract. They've still had plenty of time to correct it though.

Still, that should be an easy fix. Simply changing the name on a contract is something Member Admin does routinely. The difficulty, run around and length of time involved here only makes sense if they're not really convinced who it belongs to and what name should be listed as the owner.

 

[DVC Jen]

Wow - I would not be a happy camper. I sincerely hope this is resolved for you soon.

 

[Disneypapa]

Got a call from Kevin at Contract Administration. He said my name is now listed as owner of this contract. When asked, no explanation was offered as to what happen or why it took so long (3-4 weeks) to straighten this out.

I suspect the other DVC member was not aware they were listed as owner of my contract.

They also banked the remaining points in this UY for me. I went to the DVC Member website this morning, and sure enough, my name now appears on the profile and the points have been banked. Hallelujah!

 

[gripp35]

Got a call from Kevin at Contract Administration.
I went to the DVC Member website this morning, and sure enough, my name now appears on the profile and the points have been banked. Hallelujah!

CONGRATS!