My points are a mess!

[ilovecoasters]

We just returned from a one night stay at BCV for my bday. I was shocked when I logged into the dvc website tonight. I was charged 51 points for one night in a studio, plus my original reservation was cancelled and a new number was listed that charged me an additional 29 points. Then it gets really confusing. It shows that reservation cancelled and another 29 points put into holding. MS is obviously closed and I won't be able to get to a phone tomorrow while they're open! I'm going out of my mind with stress. Our check in on Saturday took over an hour. Grace, at the concierge front desk, had a real time with our reservation. She kept "losing" our room. I had a feeling something was up. She tried calling MS twice and told us they were closed, that they were only open Mon-Fri...uhh...no. After the third time she said she had to "clear" our reservation and input it again. Good grief. Please tell me this is going to be an easy fix!

 

[Sheribo]

They'll sort it out. I know you'll stress until you can get it fixed but I don't think you have anything to worry about. 51 points for a studio? Whoa..

 

[cheezNE1]

We just returned from a one night stay at BCV for my bday. I was shocked when I logged into the dvc website tonight. I was charged 51 points for one night in a studio, plus my original reservation was cancelled and a new number was listed that charged me an additional 29 points. Then it gets really confusing. It shows that reservation cancelled and another 29 points put into holding. MS is obviously closed and I won't be able to get to a phone tomorrow while they're open! I'm going out of my mind with stress. Our check in on Saturday took over an hour. Grace, at the concierge front desk, had a real time with our reservation. She kept "losing" our room. I had a feeling something was up. She tried calling MS twice and told us they were closed, that they were only open Mon-Fri...uhh...no. After the third time she said she had to "clear" our reservation and input it again. Good grief. Please tell me this is going to be an easy fix!

wow... hope everything is ok. I can't even log into member site now. hope it has nothing to do with monday's BLT system prblem.

 

[wildernessDad]

We just returned from a one night stay at BCV for my bday. I was shocked when I logged into the dvc website tonight. I was charged 51 points for one night in a studio, plus my original reservation was cancelled and a new number was listed that charged me an additional 29 points. Then it gets really confusing. It shows that reservation cancelled and another 29 points put into holding. MS is obviously closed and I won't be able to get to a phone tomorrow while they're open! I'm going out of my mind with stress. Our check in on Saturday took over an hour. Grace, at the concierge front desk, had a real time with our reservation. She kept "losing" our room. I had a feeling something was up. She tried calling MS twice and told us they were closed, that they were only open Mon-Fri...uhh...no. After the third time she said she had to "clear" our reservation and input it again. Good grief. Please tell me this is going to be an easy fix!

Most likely, the change was made by the Beach Club CMs. When they cancel a reservation a few days before you arrive, the points go immediately into holding, but then when they rebook the room for you, the points come out of holding. Chances are, you are just seeing all of this activity. This happened to my points during a stay my brother in law had on my points at AKV. The reason they made a change was because a lock off studio was originally booked and they rebooked them into a dedicated studio to free up the lock off. All of this activity happened the day before they arrived and it freaked me out to see it on the website. So I called MS and we performed some detective work to see what the AKL CMs did. My advice is to call MS again and it will get straightened out.

 

[kimberh]

I am showing a studio cancelled for 81 points at BCV then rebooked at 81 points on my Activity Statement, but on my Vacations Taken, it shows the same studio costing 103 points. This is for this week. I guess I will have to call to make sure they don't try to charge me 103 points for the same dates. I am wondering if this is the 2010 point difference. I haven't had time to figure it.

 

[DebbieB]

I am sure they will be able to fix it. I had a mixup one time, they borrowed points from the following use year when I had plenty left in the current year. They were able to reverse it and correct it.

 

[bobbiwoz]

I think it will be fixed. I've had issues twice, points put into holding, when the desk was doing something with the reservation. It didn't take more than a week to get things straightened out. Once it was because the dining plan needed to be put on the reservation, and that's how it was done, old reservation cancelled, new one booked, but for whatever reason, they didn't use the points for the original when they rebooked. In the end, it worked out.

Bobbi

 

[dcfromva]

We had a stay at BCV over NYE in a 2BR for 4 nights in a lockoff for 190 points.
When we got to our room, we were surprised to find we had a dedicated 2BR with 2 Qu in the 2nd room (we didn't W-L this category). When I came home and reviewed our account, under completed vacations the reservation had 2BR/2 Queenbeds in 2nd BR 225 points used (it should have been 190 for a dedicated, too), but my remaining points balance was correct. (I figured someone must have made a change to our reservation just a couple days prior to check in because the last time I checked before we left, it reflected 2BR lockoff) A few days after we returned home I checked again and the completed vacation summary was correct showing 190 points used.

I just looked at our most recent completed vacation. (2/5/09-2/7/09) We had a 2BR STD view at BWV using BCV points. It is now reflecting points used 101 (should be 98) (My remaining points balance is correct, though.)
Completed Vacations
1) Arrival Date 02.05.2009 Departure Date 02.07.2009
Resort / Experience Disney's Boardwalk Villas Accommodation 2-Bedroom Standard View
Reservation Number ********** Vacation Points Used 101

 

[PKK/MJK]

You might have to be VERY persistant but you'll eventually get things straightened out. My points were messed up twice last year and, frankly, it took MANY phone calls and a lot of persistance but it finally worked out. Be prepared for them to tell you that YOU must have made some kind of change in your ressie--that's what they kept telling me--and I knew I hadn't. It was like they thought I was lying to them! Finally someone admitted that the mistake was made by the front desk at OKW. It was a case similar to the above 'poster' where they changed us from a two bedroom lockoff (not at our request)to a dedicated two bedroom the day of our arrival. They put our points in holding (and it was a LOT of points) then took the points they needed for the revised ressie from another contract. It was a mess--but it did work out. What amazed me was that even tho I hadn't changed anything, hadn't even called member services for any reason, our points changed. Now I check our account on-line frequently. Also, from what I was told, only certain CMs can actually correct these problems, so you might have to keep insisting on speaking to 'someone in authority." GOOD LUCK!

 

[rlduvall]

Any update?

 

[dianeschlicht]

So do they have it fixed yet?

 

[mlacreta]

I'm having a points issus too! Made a reservation at our 11 month window and when i went to switch it up at 7 months the points from the part I cancled got messed up and are not in my account yet! Looks like they double charged me for one night and MS said they have a call into IT to fix it but it makes me nervous since I have a reservation at AKV hanging in the balance! The rep said she did put the room I want on hold for the extra 3 days I was trying to add so even though it is not on my reservation yet it can't be booked by anyone else but I won't feel at ease till I see the right dates posted! Supposedly they will call me before saturday to update me on the issue! Yikes!

 

[ilovecoasters]

I just hung up with MS. They said there have been multiple computer errors. They are aware there are problems with the online system. Points are fixed, and yes we did have a 51 point charge for one night in a studio. People need to check their accounts after a trip.

 

[palhockeymomof2]

You might have to be VERY persistant but you'll eventually get things straightened out. My points were messed up twice last year and, frankly, it took MANY phone calls and a lot of persistance but it finally worked out. Be prepared for them to tell you that YOU must have made some kind of change in your ressie--that's what they kept telling me--and I knew I hadn't. It was like they thought I was lying to them! Finally someone admitted that the mistake was made by the front desk at OKW. It was a case similar to the above 'poster' where they changed us from a two bedroom lockoff (not at our request)to a dedicated two bedroom the day of our arrival. They put our points in holding (and it was a LOT of points) then took the points they needed for the revised ressie from another contract. It was a mess--but it did work out. What amazed me was that even tho I hadn't changed anything, hadn't even called member services for any reason, our points changed. Now I check our account on-line frequently. Also, from what I was told, only certain CMs can actually correct these problems, so you might have to keep insisting on speaking to 'someone in authority." GOOD LUCK!

The same thing happened to us last June with a BWV reservation....I had booked a standard view studio for my daughter and her friends as a graduation gift. All was well the week before when I reconfirmed with MS that I should call the Boardwalk front desk the day they were checking in to give them my cc info so the girls could use there room keys for food etc.....imagine my surprise when the front desk told me i had canceled the reservation and then when i told them..no way did i cancel transfered me over to MS....they were able to straighten the reservation out...apparently BWV didn't have any standard view rooms available that day so they were rebooking the girls in a pool/preferred view.....BUT they then charged me the extra points for that view...took many many calls to straighten everything out

 

[mlacreta]

I just hung up with MS. They said there have been multiple computer errors. They are aware there are problems with the online system. Points are fixed, and yes we did have a 51 point charge for one night in a studio. People need to check their accounts after a trip.

So..it only took one day from your first call to member services to fix your points? Mine got messed up last week and I just called and they still haven't fixed it! MS tols me it would probably take another week since IT is so busy with point issues! It makes me nervous not to see my correct reservation show up!