Need Help Re: Refund from Resort - LONG!!!

[DNBois]

DH and I had reservations for this January; we had to cancel and did so a little less than a month before we were supposed to arrive. We had $440.00 on a 5 night stay at CBR and $273.00 on a 5 night stay at POR. We received a check in the amount of $490.00 (for $440.00 CBR reservation and the last $50.00 we had sent.) When I called the billing & research department on 12/30/05, I was told by that a check in the amount of $223.00 had, in fact, been sent two days after this one and she could not explain why that was but told me we should received it shortly. Well, we never did and called and left messages (due to the fact that we could not call during their hours of 8-5 sometimes) several times giving our name, telephone number, reservation number, refund amount and why we were calling. We never got a return phone call so my husband ended up calling on a day off on Tuesday and spoke to someone who said that, ironically, a $223.00 credit was placed on our credit card that same day (she even had our bank credit card number) and said it may not show for 7-10 business days which made no sense. I called when I got home to verify and spoke to a “Steve” on 1/25/04 who was the only rude Disney representative that I had ever spoken to; he constantly interrupted me and tried to be as condescending as he could; luckily, he put me through to “Estelle” in reservations to look into the problem. She was very friendly and didn’t mention after explaining the situation that it appeared a check had been sent or a credit was placed on our credit card. I was on the phone a total of more than 23 minutes, most of which waiting on hold. Estelle placed me on hold while she checked if anyone was in accounting but it was past 5:00 pm so she left a message. She said she would follow-up with accounting the next day about the issue and call me back to let me know about the refund. It is now three days later and we never rec’d a return call from “Estelle”. I tried several times to call the reservation number but it was constantly busy; she said if I had to reach her, to call that number and ask whoever answers to e-mail her to call me back but obviously, I never got through. We love Disney and they have always been very helpful but this is just getting frustrating - any advice or recommendations would be much appreciated. Thanks.

 

[Penny12]

I'm a little confused - has the 7-10 business days passed since they say they posted the credit back to your card? And you're saying it still didn't show up?

It is standard on credit card refunds that you need to allow 7-10 days plus it can also take one to two billing cycles for it to show back on your bill, so what they said <i>does</i> make some sense.

Have you tried calling your credit card company to see if they have it in their system and it's simply not been posted to your account yet?

 

[DNBois]

Yes, I thought that was a normal practice with credit cards but not bank debit cards. But I was also confused when I called that "Estelle" didn't make mention of either a check being sent out the end of December (which we were told) or a credit to our account via our bank on 1/25/05 (which we were also told). I will call my bank and see if there is a credit listed but I highly doubt it.

 

[CarolA]

Debit cards go thur the same processing center for MC/Visa so credits can take just as long. Basically you used it as a Credit card if you didn't enter a pin. (And Visa takes quick but returns slow!)

 

[DNBois]

Well, I did call my bank and they have no credit listed waiting to be credited to our account so I guess I have to keep calling Disney. Any suggestions?

 

[Chuck S]

Well, since the credit was supposedly issued 1/25 and today is 1/28, I doubt the credit would show up yet. In fact, it took a legitimate charge of $50 for the DDE from Disney about 7 days to be charged to my MasterCard.

I would not expect the credit to show on your bank card this soon, if it was only sent through on the 25th. I'd wait a few more days and call my bank again to see if the credit was issued, if they have no record of it by 3rd or 4th of Feb, I'd call Disney again. But I'd also do my best to call during their accounting offices business hours so that the problem can be rectified then and there without messages having to be relayed. OR, I would send an e-mail so they could research it and get back to me in writing...which could also take a few days.

 

[Lives4Disney]

I was told by my credit card company that it typically takes about 5 business days for the refund to post. I am waiting for a refund myself - not from WDW, but I phoned them and that was the info I received.

Good luck. I wouldn't worry too much yet.

 

[DNBois]

Well, I got through last night and had someone else check - no record of a refund check sent and didn't know what I was talking about when I told them DH had been told a credit was charged to our credit card.
So I told the woman that "Estelle" was working on it and gave her my telephone number; she said she would e-mail her and ask her to call me right back and of course, I never heard from her. I will wait until Tuesday and perhaps try again but I am certain there will be no credit on our account since we paid with a check. Will keep everyone informed - who should ask to speak with - a supervisor???