MS made a points mistake.... What to do?

[twotoohappy]

I should have 100 VWL ponts left. I'm very careful thanks to Caskbill's planner. When I cancelled 1 night it should have added 22 points but instead it took away 36. I asked the CM to check and she said that the point total was wrong (it gave me back too many?) so she took points out of my acct? How do I deal with this? I'll write to DVC, but not sure how I prove this. Do they keep a tally of points/trips for each member? Thanks!

 

[rocketriter]

Your first step could be simply to call back and speak to a different CM. If that person sees your logic and makes the change you request, then the problem is solved before there's any shooting.

Failing that, end the conversation with a request a print-out of your points calculations. I understand that they're difficult but not impossible to interpret. Study it carefully and if you find the error, write it up and send it to MS with a firm demand that the problem be solved.

 

[Dean]

I should have 100 VWL ponts left. I'm very careful thanks to Caskbill's planner. When I cancelled 1 night it should have added 22 points but instead it took away 36. I asked the CM to check and she said that the point total was wrong (it gave me back too many?) so she took points out of my acct? How do I deal with this? I'll write to DVC, but not sure how I prove this. Do they keep a tally of points/trips for each member? Thanks!

I'm a little unclear. You were on the phone with MS canceling one day of a reservation. When you cancelled that day instead of giving you back the 22 points, they took the 22 plus an extra 36 or did they add 22 and then subtract 36? I'm assuming your points accounting was with DVC's up until that point. I'd call tomorrow and ask for a supervisor if you don't get it taken care of with the initial CM. My experience with DVC and points accounting is that they can make mistakes. Usually it's where the points come from or where they end up rather than simply having the wrong numbers. However, if you realized the problem when you were on the phone and it related to events that day, I would not have gotten off the phone until I got it straightened out. Things are almost always much easier in real time than after the fact.

 

[twotoohappy]

Thanks for your replies.
Yes, they kept the 22 and took the 36. My accounting is up to date with DVC. I asked to speak with a supervisor, but at the time of my call it was 4:55 and after getting nowhere with her, I asked for a supervisor. I was told to call back on Monday because at that point it was 5:15. She basically hung up on me at that time. I was being polite, and civil even though I was highly irritated, so there was no reason for her attitude. What makes this even more idiotic was that the points being put back in my use year were BCV and those didn't get put in and the 36 points taken were VWL. I wrote to DVC and explained the problem, asked for a printout and gave them the woman's name. I told them that up until now everyone that I have talked to at MS have all been helpful and professional, but that they should review my conversation with this woman if it's taped.
I'll post with the results tomorrow.
Thanks for the support

 

[MStepelton]

Speak to your DVC rep ! DVC does track all points issued and used by all DVC members. It sounds like a accounting mistake due to owning at more than one resort. Your rep should be able to get this corrected for you

 

[twotoohappy]

Finally got this resolved.
The MS person thought I was given back too many points.
She was wrong.
A wonderful manager sorted though my points/ressies and credited back my 37 points.
It took well over a week to sort out this mess.

Thanks Caskbill for your planner, without it I might not have caught their mistake!

 

[CarolMN]

Glad it finally worked out for you - thanks for letting us know.

Best wishes-

 

[Dean]

Glad it finally worked out for you - thanks for letting us know.

Best wishes-

agreed, on both counts.