Need Customer Service / Complaint Number

[kandmwedding]

I know the number has been given out on these boards before, but my search isn't producing anything. If someone could post the number here I'd appreciate it. I'd also love feedback on how you think I should handle things at this point. Here's the details...

Yesterday I called to purchase MNSSHP tickets for my group. The total charge came to $280.90. We had a credit of $1.92 on one of our reservations, so the actual bill came to $278.98. I provided my credit card info (name, number, address, etc) and was told the card was declined. I scurried around to find another card to use and got the charge processed through.

I then called my credit card company to find out why it was declined. They advised they showed no decline, but did say they were showing SIX charges of $280.90 had been put through. I verified with them that since the charges are still pending (though already deducted from my available limit) I should contact the vendor to get them cancelled.

I called back to Disney and learned that I needed to contact Ticketing directly. They, of course, are not open on Sundays. I called back this morning and spoke with a rep whose immediate response was that I must have given a different address then what my credit card company has on file and that caused the transaction to be denied. I explained that I gave the correct address and this wasn't a single transaction but SIX. She put me on hold (didn't advise why or that she was going to, just put me on hold) and came back to tell me that three transactions had gone through and she'd voided them. She provided reference numbers for these transactions. I asked about the other three transactions and she said they must just be pending but not approved. There were no apologies for the mistake or for assuming that I had been the one to error in giving the wrong information.

I hung up with her and called back to my credit card company. They weren't showing any voids yet, but advised it could take a day or two to process. The rep there confirmed that there were six approved transactions pending, not three. She reported that all six would post to the account at some point.

I called back to Ticketing and spoke with another rep who advised that sometimes declined transactions actually show as two, one going in and declined, one coming back to report the decline. I said I could understand how it would show as double on her end, but failed to see how my credit card company would reflect twice the number of transactions. She advised she'd put me on hold so she could contact their credit management company to confirm. She came back and agreed that there were only three transactions (all of which had been voided) and they just duplicated to show six. I asked when I should expect to see the nearly $2000 back in my credit limit. She stated that Disney had done all they could and it was up to my credit card company now.

I told her that I understood that Disney had done everything to fix the problem, but explained my frustration at all the issues I saw in this situation:

1. You allow ticket purchases on Sundays but don't have a team in place to deal with issues that arise from those purchases.
2. Your rep told me the error was mind since I must have provided the wrong address.
3. Even if the error was mine, the transaction was sent through three times. The rep processing it should have double-checked the info with me before repeatedly trying to send the transaction through.
4. The systems duplicates transactions so I now have six pending transactions, to the tune of nearly $2000 worth of credit that is now unavailable to me.
5. The transaction amount was not even correct (should not have been $280.90 but $278.98, the amount that was correctly charged to the other credit card).
6. Neither rep in Ticketing apologized for what was obviously Disney's error. Instead they blamed me and my credit card company for the still pending transactions.

The rep responded by saying she understood my frustration and would be willing to call the credit card company with me. I advised that I could handle that myself and ended the call.

Luckily I didn't need that $2000 of credit, but there are many times during the month when I do. I've never had anything but wonderful things to say about Disney's customer service, but really feel it was subpar here. The error was obviously their's, and while my credit card company is responsible for any further delay, none of this would have happened had they not made the first mistake.

So, what should I do at this point? Lodge a complaint or let things go (and make sure all is righted with account obviously)?

 

[defendthehill]

I understand that you are frustrated with what happened. However, from your signature you have been to the World many times and if this is really the first time you are needing the complaint number then let it go.....people do make mistakes...even Disney. Make sure it is all correct and have a good time in The World!

 

[rosiep]

I have to disagree about letting it go. All your points are valid and I think Disney would want to be alerted that perhaps better training is in order.

While the OP did not need the extra credit, had someone used a debit card this kind of error could have very unfortunate consequences.

OP: You have presented your grievence in a calm and courtious manner. I believe Disney will respond positively.

 

[matt&jakesmom]

I would call back and speak to a supervisor. The problem nowadays with anything is that no one wants to accept the blame or just say "I am sorry", wasn't and isn't the rule "customer is always right".

 

[DisneyBamaFan]

One other question - why didn't your CC company just stop the charges and make the credit available immediately? I have had bad charges before and always been able to solve this with a single call to my CC company...

 

[Cheshire Figment]

You could always call the main WDW number of 407-824-2222 and ask for a manager at ticketing.

 

[PIRATEGIRL007]

One other question - why didn't your CC company just stop the charges and make the credit available immediately? I have had bad charges before and always been able to solve this with a single call to my CC company...

This is exactly what should have happened, although Disney made a mistake your cc company gave you the run around. I work in customer service (not for Disney, but for a couple different companies in my lifetime that handled payments via phone) and this situation should have been handled by the card issuer, cancelling the pending charges by putting them in dispute. I'd be looking for thier complaint number.

 

[scdisneyguy]

One other question - why didn't your CC company just stop the charges and make the credit available immediately? I have had bad charges before and always been able to solve this with a single call to my CC company...

Depends on the company. I used to work as a supervisor for a credit card company and trust me, when we had an issue like this one, we couldn't just instantly click a button and make the credit just appear. It's an unfortunate situation to say the least, but the credit card company's hand may very well be tied as well in regards to instantly removing the charges.

 

[LuvMy3Monkeys]

The rep responded by saying she understood my frustration and would be willing to call the credit card company with me. I advised that I could handle that myself and ended the call.

I actually believe this may have helped. I was in a similar situation about two years ago when I was charged four times for two sets of bunkbeds I bought from a company who had to ship them. I called back and forth, back and forth, and the only thing that got it straightened out quickly was when the bank and the company who charged me talked on the phone, verified numbers, amounts, price, etc. and manually fixed my account balance while verifying directly from the vendor that only one charge was indeed ordered and the rest should be cancelled.

It may help to have them both on the phone. I would try it... Good luck!!

 

[SheilaHeartsDisney]

I had the same exact thing happen to me when i bouhgt MNSSHP tickets. My problem was though that they had a different address on file than what my credit card was but still you think they would give you some relief as to why it was being declined since it seems as though this seems to be a problem all the time. I bought my tickets through DVC and they were clueless about what was going on. The CM's at the ticket center were much more helpful. I would worry about complaining just as long as they really don't charge your credit card.

 

[kandmwedding]

Thanks for the replies. I know I gave them the right address - we actually had to key in all the info since we were using my credit card under the reservation that is titled in my sister's name. The problem has been resolved at this point, but I'd still like to make Disney aware of my concerns. Anyone had the email address so I can send them a quick letter?

 

[cascarlet]

Email address is : wdw.guest.communications@disneyworld.com

Mailing address: Walt Disney World, Guest Communications
P.O. Box 10040, Lake Buena Vista, FL. 32830-0040

 

[njchris]

Wouldn't those pending charges drop off after a few days? I thought they are placeholders until the transaction is completed. Since Disney got a decline (for whatever reason, sometimes it just takes one little thing wrong, like St instead of Street).

 

[kaytieeldr]

2. Your rep told me the error was mind since I must have provided the wrong address.

NOT defending Disney in any way - but I've had this happen on occasion because for some reason my bank has my address recorded in a different format than it typical. They have my apartment on the first line and my street address on the second.

Related to that, it's happened with Walgreens.com. Now, granted, all the (unsuccessful) attempts were mine, but I got a phone call from VISA fraud within about five minutes, because of the several identical attempts in a short period. It's a little surprising the OP's bank doesn't have some similar procedure, although maybe they do and it didn't trigger because all the charges went through?

Which brings me to - the OP needs to make sure she's only getting one set of tickets, not four or seven!

 

[disnut8]

I had the same exact thing happen to me when i bouhgt MNSSHP tickets. My problem was though that they had a different address on file than what my credit card was but still you think they would give you some relief as to why it was being declined since it seems as though this seems to be a problem all the time. I bought my tickets through DVC and they were clueless about what was going on. The CM's at the ticket center were much more helpful. I would worry about complaining just as long as they really don't charge your credit card.

We take a lot of credit card payments at my company and we don't know the reason why cards are declined. I had one customer who was using a business credit card and she had just charged almost $100,000 on it. My simple $200 charge would have put her over the limit so the card was declined. I had no idea why - she knew, though. I don't think any place really is told why a card is declined. It would be embarrassing for the cardholder if someone said "your card was declined because you are over your limit".

 

[MartDM]

I don't think there is any harm in alerting them to your experience. You have some valid points and aren't looking for anything more than an apology and an "we'll do better next time". I'm sure they'd listen to your comments.

 

[Macdonx]

I used to work at a women's clothing store, and a very wealthy man came in to buy his wife a coat. He bought her a floor length fun-fur coat (that cost almost $600. His card was declined. We didn't have any idea why, other than the fact that it was declined. He called the credit card line, and as it turns out, he had taken a Lexus out for a test drive (where they take a credit card imprint just in case you don't return, or return it damaged), and when he bought it, the Lexus dealership put the WHOLE CAR PURCHASE on the credit card. Oopsie.

Anyway, this was a totally legit, good customer, and we didn't have any idea to why it was declined. So only you and your credit card company know for sure. HTH!

 

[kaytieeldr]

You know, that's entirely believable - but it sounds like a good excuse, too. "Drat! I forgot - I charged my new ____ on that card. I must go back and pick it up..."

 

[kellyg403]

OP, I understand the frustration. Two years ago, my sister and her family and I took advantage of a free dining period and decided to go to Disney together. Wonderful trip, but when she got back she got her credit card statement to find that she had been charged twice..over 9,000 in charges. It took almost 4 monts to get it resolved. Her cc company did put in a dispute that did have to go to WDW. Disney said they were not showing a second full charge but the cc company was so it was a cc company error. Needless to say, my sister was mad. In the end, she did write a letter of complaint to both her cc and disney. It was an obvious error. Finally, when it was over she said she just didn't get how to MAJOR corporations (it was her Chase Disney and WDW) couldn't understand that it was impossible for her to book the same trip twice with the same people on the same dates. She couldn't understand any of it. It was a long haul for her.

I hope that you have a much less stressful time getting this resolved. I would most definitely be writing a letter or email to guest services and find someone who is willing to look into the matter and get it fixed.

Kelly