MS messed up my points AGAIN!!!

[Pennyguy23]

I am so tired of MS screwing with my points. Some how I am missing 98 points that I should have in my 2008 account. And they didn't use all my banked points when I ask. I just happened to check this tonight. It just something now that I have to wait on hold tomorrow for atleast 10 min because that seems to be the norm now. I'm just getting sick of this. I love my DVC but I HATE MS!!!. 1 of every 3 know what they are talking about.

Thanks for letting me vent.

 

[n2mm]

Yes this happened to me a couple of weeks ago too. It is the third time in the last year this has happened. I find I no longer will call MS to straighten out. I now will email them the problem and find it gets fixed faster that way. It always seems to happen when I modify or cancel a reservation. The last time I canceled the last day of a reservation and I ended up with 50 banked points to used (and the one day was only 21 points??). Since I started with 103 banked points and was holding 2 reservations using over 200 points, there was no way I should have banked points. They apologized (again) and fixed my account within 2 days. I urge everyone to keep an eye on their account especially after a modification as it seems the computer does the calculation and will do some weird stuff. Before I modify now, I always go into my account and print the pages with my points, showing new and modified. They go back after the phone call to compare. It makes me crazy just trying to keep up. OP, I feel your pain!

 

[OKW Lover]

Wow, sorry to hear you are having difficulty with MS. We've been members since 1995 and never had a problem. I wonder if DVC's rapid expansion and extended MS hours has meant that they had to hire a lot of new people and the training hasn't kept up.

 

[RobDoc]

I am so tired of MS screwing with my points. Some how I am missing 98 points that I should have in my 2008 account. And they didn't use all my banked points when I ask. I just happened to check this tonight. It just something now that I have to wait on hold tomorrow for atleast 10 min because that seems to be the norm now. I'm just getting sick of this. I love my DVC but I HATE MS!!!. 1 of every 3 know what they are talking about.

Thanks for letting me vent.

Make sure you ask for the point total - and status - of your account with every phone call. This way you can verify the points used with every transaction right when making it. The phone calls are also recorded and if there is later a discrepancy, you can refer back to the date/time/MS rep who gave you the information. I'd suggest writing down that info each time as well as confirmation numbers and banking numbers so you have a complete history for each transaction. It just makes it so much easier to help them review what happened if there is later a discrepancy.

Good luck with your call today to straighten it out.

 

[Starr W.]

Before I call, I calculate how many points I should have left after my ressie is made. Everytime I have called, MS has given me my point balance at the end of the call. I then check my balances on line. I always write down date, time and name of person I talked too. I had a small book when getting done with day by day resservations.

I haven't had a problem, even when switching day by day at the 7month mark. But I could be lucky, Only minor mess up was a confirmation sent during the middle of a day by day reservation. So I end up with 2 letters for that one.

 

[snowbunny]

Yet the expert MS staff is the reason some Disers say online booking is impractical and will never happen - all that MS expertise would be lost if simpleton owners were allowed to manage our points and book by ourselves

 

[CarolA]

I have been a member for years. Never had a point issue. I don't think it's the norm.

 

[MdmMim]

I've had a few interesting calls to MS in the past month.

During the first call, I was making a reservation at the BW at 11 months out. (I own at both BCV and BWV.) The CM asked me which points I wanted to use--BC or BW.

During another call, I wanted to reserve a stay and was told I would have to borrow points. I had a few hundred in my current use year--no borrowing was needed.

And my last call, in which I needed to borrow a few points...I was reserving a room for October and was told I could not borrow. I told the CM, since the reservation was in 2008, I could indeed borrow from 2009.

I don't recall these little problems in the past, having been a DVCer for 8 years. I make sure I know my point balance before and after a call to MS, and I check every reservation online afterwards.

 

[PutnamDS]

Make sure you ask for the point total - and status - of your account with every phone call. This way you can verify the points used with every transaction right when making it. The phone calls are also recorded and if there is later a discrepancy, you can refer back to the date/time/MS rep who gave you the information. I'd suggest writing down that info each time as well as confirmation numbers and banking numbers so you have a complete history for each transaction. It just makes it so much easier to help them review what happened if there is later a discrepancy.

Good luck with your call today to straighten it out.

This is exactly what I have done and it really works. I figure it all out before calling, then when they confirm it with me after the transaction, I know right away if they've done it right. Also, the website is updated almost immediately, so sometimes I look at that right while I am still on the phone with them. This has worked well for me.

Deb

 

[gortman65]

Make sure you ask for the point total - and status - of your account with every phone call. This way you can verify the points used with every transaction right when making it.

Every time I've called MS to make/change reservations, the agent always goes over our point situation. Guess I didn't know that sometimes they don't.

 

[DisDaydreamer]

I have been a member for years. Never had a point issue. I don't think it's the norm.

Wer'e in your boat. Though, DW does all the scheduling and reservations... she's vgood at making sure things are right. I did it once about 8 years ago. And everything was fine.

 

[Pennyguy23]

Make sure you ask for the point total - and status - of your account with every phone call. This way you can verify the points used with every transaction right when making it. The phone calls are also recorded and if there is later a discrepancy, you can refer back to the date/time/MS rep who gave you the information. I'd suggest writing down that info each time as well as confirmation numbers and banking numbers so you have a complete history for each transaction. It just makes it so much easier to help them review what happened if there is later a discrepancy.

Good luck with your call today to straighten it out.

Well I did get it straighted out but it was hard. Its a good thing for these boards because we tend to know more about what should go on then the CM's. I don't get it? Did they stop training them well or something. I don't know what I would do if I was just an average DVC owner and didn't have the boards to ask.

 

[Lauralee131]

I had a similar problem occur with my points nearly 2 weeks ago and I have yet to receive an answer. Apparently the computer "ate" about 100 of my points in early April. Every MS CM I spoke to insisted I used my points in some way or another. It was (and still is) very frustrating!

I had 100 pts transferred into my account at the beginning of the month and they can see them being transferred in, but then they're just gone. I've spoken to several supervisors, some more helpful than others.

One actually tried to convince me that I used them on a reservation I booked in December. Another one told me I used them already ummm....then WHY am I trying to book a trip for November??

I had 40 points (07 UY) in holding that I'm planning on using in August and they actually took those 40 points out of holding, put them in 08 and banked them. All of which they tell you is not possible to do, so I figured they must KNOW they're wrong....

I'd rather them say something like, "Look, there's a computer error somewhere and we'll fix it", than try and convince me that I used them or tell me they're doing me a favor by letting me use points that were in holding.

Very frustrating...I hope they get it sorted out soon

Phone calls have gotten me nowhere, so I emailed yesterday.

 

[tammymacb]

My friend just made ressies for December at OKW. She booked a studio for 4 nights at 8 points per night. Her ressie shows the correct date and that the points needed are 32, but the computer actually only took 8 points from the account.

Also the points were taken from her 2008 UY when she has points in her 07 UY that needed to be used. ( And no, no one ever asked her for permission to borrow )

 

[Claire L]

My friend just made ressies for December at OKW. She booked a studio for 4 nights at 8 points per night. Her ressie shows the correct date and that the points needed are 32, but the computer actually only took 8 points from the account.

Also the points were taken from her 2008 UY when she has points in her 07 UY that needed to be used. ( And no, no one ever asked her for permission to borrow )

As the booking is for December that would fall in her 08UY anyway so to be able to use 07UY points she would need to ask for them to be banked first, as long as she is not in the last 4 months of her 07UY she can bank them now. Although not sure why only 8 points were taken

Claire