MS computer problems, watch your points balance carefully!

[stanfield]

I am calling Member Services day by day to book two reservations at my 7 month window. Reservation #1 is for my family and Reservation #2 is for friends travelling with us.

Reservation #1, Total 68 Points
Friday night = 23 points
Saturday night = 23 points
Sunday night = 11 points
Monday night = 11 points

Reservation #2, Total 45 Points
Saturday night = 23 points
Sunday night = 11 points
Monday night = 11 points​

For two days in a row, the system deducted more points from my account than are required for the reservation. The customer service I have received from Member Services fails miserably for a business bearing the Disney name. As I detail my experience, I'll just refer to the Cast Members I spoke with as MS# or Supervisor# instead of using their names.

Feb 20th
MS1 confirmed my points balance as of Feb 20th, 9 AM was 126.
I started Reservation #1, booking Friday night at 23 points.
MS1 confirmed my points balance was 103.

Feb 21st
MS2 confirmed my points balance as of Feb 21st, 9 AM was 103.
I added on to Reservation #1, booking Saturday night at 23 points.
I started Reservation #2, booking Saturday night at 23 points.
MS2 confirmed my points balance was 34!

When I questioned MS2 on this, she indicated that everything was correct. I insisted back to her “103 – 46 = 57 not 34. 23 points seem to be missing now.” She put me on hold to consult with Supervisor1. When MS2 returned, she tried to transfer me to a Supervisor1. However, instead she disconnected me.

I called back and explained to the next Cast Member, MS3, that I was disconnected while being transferred to Supervisor1. MS3 placed me on hold to consult with Supervisor1. When MS3 returned, she advised me that Supervisor1 had no idea who I was and that Supervisor1 reviewed my account and does not see anything wrong. Therefore, it would not be possible for me to talk to Supervisor1. Isn't it amazing how Supervisor1 had no idea who I was or what my problem might be, but she was able to review my account and determine that nothing was wrong?

So, I started at the beginning … AGAIN and tried to explain the problem to MS3. MS3 replied that my points balance was absolutely accurate. I requested that we walk through each transaction to reconcile the balance. MS3 stated that she would fax the Points Activity Statement to me and I could reconcile it. I insisted that MS3 fax the statement to me and that we do this together on this call. MS3 took my fax number, said she was going to put me on hold to go to the fax machine and then I was disconnected … AGAIN.

I called back, for the THIRD time and this time was connected with MS4. I gave another short summary of my problem to MS4. She indicated she would fax the Points Activity Statement to me. I never received a fax from MS4.

I finally did receive a fax from MS3. While reviewing the statement, I was able to determine a total of 69 points had been deducted from my account for Reservation #1 (23 points deducted on Feb 20 and 46 more deducted on Feb 21). 23 more points were deducted on Feb 21 for Reservation #2, which seems to be OK.

I called back for the FOURTH time, and asked to speak with MS3. MS5 placed me on hold to consult with MS3. When he returned, MS5 advised that MS3 was assisting another member and he offered to assist me. I explained the problem … AGAIN. However, this time I was successful! MS5 completely understood the problem and agreed that 23 points were indeed missing. He confirmed that 69 points had been deducted for Reservation #1 and that the reservation should only require 46 points so far. MS5 placed me on hold to consult with Supervisor2. When MS5 returned, he advised that the problem was technical and that it would be resolved by tomorrow by the system support team. I explained to MS5 that I was calling day by day to add on to these 2 reservations and that now I would not have enough points to complete both reservations unless this problem was resolved by tomorrow. MS5 placed me back on hold to consult again with Supervisor2. I was disconnected … AGAIN (third time now).

Fortunately for me, MS5 took the initiative to find my telephone number and call me back. Thank you, MS5! MS5 then connected me with Supervisor2.

Supervisor2 said “You will just have to wait until tomorrow to see if the problem is corrected.” I asked Supervisor2 what I should do tomorrow if the points were not corrected? He said that I should ask to speak to him. I explained that I had already asked to speak to Supervisor1 and was refused. Why should I trust that he would accept my call tomorrow? He said I would just have to trust him.

Feb 22nd
MS6 confirmed my points balance was 57.
I added on to Reservation #1, booking Sunday night at 11 points.
I added on to Reservation #2, booking Sunday night at 11 points.
MS6 confirmed my points balance was 46!

I am an honest person, so I explained to MS6 this was not correct. 57 - 22 = 35 not 46. MS6 agreed and placed me on hold to consult with Supervisor2. When MS6 returned, she advised me that she had tried to reallocate my vacation points and now I have 0 points remaining.

I requested that MS6 fax a Points Activity Statement to me. MS6 refused and stated that Member Services is not allowed to fax statements. I informed her that a statement had been faxed to me yesterday. MS6 still refused to fax an updated statement, insisting she was not allowed.

MS6 also stated that this was a system problem and that I would “just have to wait until tomorrow” for my points to be corrected. I explained to MS6 that I had already experienced this same problem yesterday and it was unacceptable to me that this is occurring again and then I requested to speak with Supervisor2. MS6 advised that Supervisor2 was not available. I told her that I would wait until he was available. Again, she insisted that he could not speak with me. I informed MS6 that yesterday Supervisor2 promised he would take my call if I had any problems with my reservations today. Supervisor2 also told me that when a Member requests to speak with a Supervisor, the Supervisor is always expected to take the call. After insisting that I would wait until he was available, MS6 agreed to place me on hold to speak with Supervisor2. Then, I was disconnected … AGAIN! This was the FOURTH time I had been disconnected in two days.

I have not called back again since being disconnected. I'll wait until tomorrow morning and then call to see if my points are corrected. Stay tuned ...

 

[AKV707]

Wow! That is incredible. I do hope that you are planning on sending all of this, with names to Jim Lewis.

 

[dcamdad]

You are taking calmer than I would. My phone would be on constant redial as I think I would be above livid.

 

[stanfield]

Wow! That is incredible. I do hope that you are planning on sending all of this, with names to Jim Lewis.

Who is Jim Lewis and how do I contact him? I am willing to tell my story to anyone who can fix my problem and prevent it from occurring again to another member. I sent an email including real names to the DVC Member Satisfaction Team, but their receipt acknowledgement indicates they will respond in 5 business days.

 

[Chuck S]

Have you looked at the member website to see what it shows for your point usage and reservations? Just curious how those problems would show up, as the reservations normally post right away.

 

[AKV707]

Who is Jim Lewis and how do I contact him? I am willing to tell my story to anyone who can fix my problem and prevent it from occurring again to another member. I sent an email including real names to the DVC Member Satisfaction Team, but their receipt acknowledgment indicates they will respond in 5 business days.

Jim Lewis is the president of DVC. I am sure someone here can give you the address.

I agree with Chuck to check your point status on the member site. Let us know what that shows.

 

[drusba]

Stanfield, with no disrespect, I am still laughing out loud from your post because it reads like something right out of a Woody Allen movie. Your patience is to be awarded. You can write James Lewis, President at:

Disney Vacation Development, Inc.
200 Celebration Place
Celebration, Florida, 34747-9903

 

[stanfield]

Have you looked at the member website to see what it shows for your point usage and reservations? Just curious how those problems would show up, as the reservations normally post right away.

Yes I have checked the web site. I always have the web site open while I'm on the phone with MS just so I can confirm the reservations and my points balance. In both cases (yesterday and today):

View Vacation Details - the reservations are fine and do indeed show up here right away.

My Vacaction Points - the Total Vacation Points Summary does not change. This is what first prompted me to ask MS to confirm my points balance. Normally, this also changes right away but yesterday and today it did not change until a few hours later. By yesterday evening, it showed 34 points which is the same as MS told me earlier in the morning (should have been 57). This morning, it showed 57 after IT corrected it overnight. Then after the add ons I made this morning, there was again no change. Right now, it shows 0 points which is the same as MS told me earlier this morning.

View Activity Statement - fine, until Feb 21st when Saturday night was added to Reservervation #1. Then there is all kinds of craziness with reservations being added, modified and cancelled. I suppose this is from MS trying to make adjustments to correct my balance. The points used for each transaction do not match the points needed for the reservation referenced. There are transactions using 16 points, then adding back 16, then using 16 again, then adding back 12, then using 7, then using 34, then using 5 until my balance finally reaches 0. None of the reservations I am making require points of 16, 12, 7, 34 or 5. Because I am adding on day by day, the transactions should be either 23 points or 11 points each.

I called back around 5 PM today and was successfully connected with Supervisor2. He opened a new incident with IT to "put 35 points back" again tonight. If all goes the same as today, then I expect to see the Total Vacation Points Summary updated to 35 by tomorrow morning and I will also see more weird transactions details under View Activity Statement. In the case that IT does not get a chance to work the incident tonight, Supervisor2 promised that I could call him tomorrow morning and he would place the rooms I need (assuming they are available then) on hold so they would be available for me when my points are returned.

 

[stanfield]

I checked the MS web site this morning and my points balance is still 0. I called MS at 9 AM and MS7 also confirmed my points balance is still 0. I asked to be transferred to Supervisor2, who promised to place the rooms I need on hold so they would be available for me when my points are returned. Supervisor2 was assisting another member, so I was connected with MS8. MS8 advised me that she was working with Supervisor2 on this issue and that emails were being exchanged with "their partner". In the meantime, Supervisor2 had indeed placed the 2 rooms needed for the last night of our vacations on hold and they are guaranteed to be available to me when the points problem is resolved. MS8 also promised that Supervisor2 would call me when everything has been fixed. That is a first in this ordeal ... MS has left the burden on me to keep calling back until now.

Stay tuned ....

 

[sajetto]

Wow, OP I'm so sorry to hear about your experience. I would use the info that has been provided for contacting Jim Lewis so this doesn't happen to you or another member again. Good luck for a quick resolution!

 

[PhantomBlot]

this is unbelievable, I'm getting agry just reading about it. Your patience is admirable.

 

[FARBRI]

DON'T EVEN WASTE YOUR TIME TRYING TO CONTACT JIM LEWIS. I SENT A CERTIFIED LETTER TO MR. LEWIS AND NEVER GOT A RESPONSE.

 

[dallasdisneymommy]

I had a problem today as well -- 270 of my 2009 use year points somehow got borrowed into 2008 for no good reason. The MS rep was insistent that I did it, I argued that I have no reason to do so, since my 2008 reservation was already made with 2008 points. After lots of arguing, she conceded that it was a "computer error" and that she would "fix it after we got off the phone." I went to the website, and it's still reflected incorrectly, but I'm going to give them until tomorrow to start freaking out on them!

That worries me though -- that the "computer" can just borrow points on your behalf!

 

[stanfield]

It has been 3 days now since Supervisor2 promised to call me with a status update. I still have not received this call. 35 vacations points are still missing. I called MS yesterday and there is still no update, but I was promised AGAIN that Supervisor2 would call me back!

 

[lazydazy8]

I'm sorry that you are having a difficult time. I by no means had issues such as yours, but I will tell you that I called twice last week to inquire as to why my Feb. 15th payment wasn't taken out. (Meanwhile, I checked everyday online to see if it went through.) I sat on hold for more than 20 minutes, and then was disconnected when as I heard the MS answer my call! The second time I called, I was on hold for almost 30 minutes and was disconnected AGAIN.

I checked online the 22nd before I tried to call a third time, and found that my payment was finally taken out.

Annoying...

Did they just get a new phone system? Why are they losing calls?

 

[stanfield]

It has been 6 days now since Supervisor2 promised to call me with a status update. I still have not received this call. I checked online and 35 vacations points are still missing! Also, it has been 9 days (or 7 weekdays) since I emailed the Member Satisfaction Team. Their auto-reply indicates they will respond in 5 days, but still no response!

 

[eva]

It has been 6 days now since Supervisor2 promised to call me with a status update. I still have not received this call. I checked online and 35 vacations points are still missing! Also, it has been 9 days (or 7 weekdays) since I emailed the Member Satisfaction Team. Their auto-reply indicates they will respond in 5 days, but still no response!

Sorry, but it is time to take action and call your guide.

 

[DVCTiff]

I'm so sorry for your frustration!

I had just a little problem with dining reservations and thought I was gonna go nuts! (I booked my dinners and then they put two on the same night even though I KNOW I didn't book two on one night).

Good luck!