Overcharged

[garydeb]

Who do I talk to????? I booked two nights at POP in March an My bank got charged three separate times for the first night. I now have two overdrafts and my bank account is frozen. I have spend three days on the phone with Disney and they still have not gotten it resolved. They said my account was not charged three times even though I have faxed them my statement from the bank and paid for them to Notary the statements. How do I get a Supervisor??? Yesterday they said a Supervisor will call and still no call and my Mortgage can't be paid by today because my account is still frozen.
Thanks for all your help.
Debbbie

 

[eliza61]

Who do I talk to????? I booked two nights at POP in March an My bank got charged three separate times for the first night. I now have two overdrafts and my bank account is frozen. I have spend three days on the phone with Disney and they still have not gotten it resolved. They said my account was not charged three times even though I have faxed them my statement from the bank and paid for them to Notary the statements. How do I get a Supervisor??? Yesterday they said a Supervisor will call and still no call and my Mortgage can't be paid by today because my account is still frozen.
Thanks for all your help.
Debbbie

Hey Debbie,
Sorry to hear about this. What is your bank doing about it? Did you use your debit card (does it have a visa or mastercard logo)? This happened to me at Ocean City Md. I reserved a condo on the beach for 1 week, the deposit was for 150 bucks, they put it through for $750.00 wiping out my entire checking account. (when I called they said to me "don't you have enough to cover it" ) Anyway I reported it to my bank as a Fraudulent charge (which it was, since the amount was way more than agreed upon) and they were very helpful. I got back all my bounce check fees.
Be persistent and good luck.

 

[CoolDisneyCat]

Something similar happened to me.. not at Disney.. and the bank just reversed the charge for me as a fradulent charge. I signed papers the bank sent saying it was wrong and the bank handled it from there. You need to talk to the bank.

 

[disnut8]

I hate to tell you this but the same thing happened to us (it was not a Disney resort) and it took about a month to get it straightened out. The biggest thing is that you said you did this in March but it's now almost a year later? We didn't notice our overcharge for a September stay until November. And everyone we talked to asked why it took so long to report it. When I first called, I was told it would take seven business days to research the issue. I had to call them back on the eighth business day to see what was happening. i was then told it was being investigated and it would be another seven business days. I was then directed to a supervisor who said since he was involved it would get looked at quicker. But it would take seven business days. After that time, I called back again and was told that a check has been issued but it was "going through the process of being approved". Give it seven business days. I finally got my check right before Christmas. And through the whole thing, I offered to fax my bank statement as well but was told it would do no good.

 

[Katiebell]

Oh, Debbie...I'm sorry...that's awful. I'm afraid to use my Visa ATM for purchases like this for just that reason -- if it gets overcharged on a credit card, at least it doesn't mess up your cash flow, no overdrafts, and you can dispute it with the credit card company.

I don't work for Disney, but I DO work in customer service, and I've taken escalated calls (requests for a manager) as a senior rep. This is what I would suggest.

Call Disney, tell them very politely and calmly that you have to speak to a supervisor.
The rep will probably say, well is there anything I can help you with first?
Tell them, well, this is a problem I've been trying to resolve for three days, and now it's become very very serious. I was told I would get a call back from a manager, but it hasn't happened and I can't wait any longer.
They will probably ask you to explain the situation -- go ahead, but tell them again, if you can't help me, then I really need to speak to a supervisor.
If the CM can't help you, try to say you will wait on hold for a supervisor because the situation is THAT urgent.

The key: stay very calm, and very polite with the CM for the whole call. It's ok to convey how frustrated and how upset you are, but what happened is not THAT CM's fault. And it's very likely that whoever made the mistake -- it was just an honest mistake. But it's now very serious because you have no access to any of your money and you can't pay your mortgage. Disney should resolve this, acknowledge it is their mistake, and if necessary write a letter to your mortgage company explaining their mistake to see if any late fees can be waived.

Where I work, if we make a mistake and double charge a person's bank account (and it's rare, but it CAN happen), we will try to contact the bank to see if they are willing to reverse any NSF fees, etc. But individual companies or businesses might also charge bounce check fees, and we can't usually get those refunded. In that case, we at least try to offer the customer a credit on their account equal to any bounce check fees they incur due to our error.

I also agree, see if your bank will dispute the other charges as fraudulent. I don't know what a bank's policy is on that, because it's not the same as like a stolen credit card, but it's certainly worth asking. Especially if you can't get resolution from Disney in a timely manner.

Good luck, let us know what happens!

 

[Katiebell]

I hate to tell you this but the same thing happened to us (it was not a Disney resort) and it took about a month to get it straightened out. The biggest thing is that you said you did this in March but it's now almost a year later?

I'm not sure, but I assumed she meant that the rooms are booked for this March, 2007?

 

[Dzierzy Mierz]

The biggest thing is that you said you did this in March but it's now almost a year later?

I think, if I am reading correctly, that the OP made reservations FOR March, not in March.

 

[mom2cinderella]

Tim Horton's miskeyed my debit card purchase - a $4.70 purchase went through as $97.70. I called Chase and they gave me a specific number to call for disputed charges. The woman I spoke to handled everything.

I hope your issue gets resolved soon - that is so frustrating. Especially since it's now affecting your mortgage.

Michele

 

[GaMsStella2]

This happened to me also this past June they charged me $400 x 3
called CM and they sent the call to Recovery Claims I then sent the
person in charge of my claim my faxed bank statement. The money was plus
overdraft charges were back in my account in 5 days. I did have to tell them that they needed to payback my overdraft fees. Goodluck

 

[rcraw45425]

The worst thing that ever happened to us was when we were with our previous, large bank. We took a trip to WDW over Spring break, had the balance of our room, food, all travel expenses at Disney double debited from our account. What was normally a $1500 trip came out as $3000 I called the Contemproary first, they said they only ran it once, then I called Suntrust and they said oops, we did that to all our customers over the three day weekend. We'll put the money back What if I hadn't called them? We now bank with a local bank that has a stellar reputation, they are so cautious that I will get a call at home ASAP if they notice any odd transactions. I now notify them when we head out of town to prevent any problems. Hope your situation gets straightened out soon!

 

[leighe]

I totally understand how you feel! We were charged for someone else's entire WDW vacation last week. We bank with a small local bank and they were very helpful but it was still annoying and took many phone calls to Disney to get it worked out.

Good luck! And I second the adivce from the PP about remaining calm - even thought I know it can be very hard to do.

 

[hniki234]

Disney doubled charged us on our last trip, too. We were trying to make a payment and they charged us twice! We have a vacation account that we don't keep much money in and that's what we were paying it out of. So of course we had an overdraft on the account as a result of Disney's mistake. We had to go through two CMs to get it fixed. The CM refused to just call the bank and say that Disney had overcharged us. The CM wanted us to fax information to Disney and then have us bring the information to the bank. It was a lot of unnecessary steps. I refused to go through that hassle. After me insisting that it was Disney's fault and Disney's responsibility to fix the problem, the CM finally just fixed it. She ended up crediting our account for the over-charge and for our overdraft fee. It's amazing that she couldn't fix the problem in the beginning. My best suggestion is to just keep trying and insist that Disney fix the problem. You should be able to get it credited back to your account that day. If Disney refuses (which I doubt will happen) to fix it, then dispute the charge. Disney wasn't given permission to charge what they did. Good luck!

 

[boomhauer]

Same thing happened to me last week. I put down a deposit of $250 and Disney charged me double.

In typical Disney fashion, no apology or blame accepted on their part.

I'm calling next week to pay my trip off. I'm going to DEMAND to speak to a supervisor, give my card, get their name and have them swear they won't charge my card for any more than I tell them. I'm paying off about $1,500 - If they charge me $3,000, my entire account will be screwed.

We've already discovered that Paris Hilton is Disney's IT manager. Who runs their accounting department - Beavis and Butthead?

I've never dealt with a company more unwilling to resolve mistakes they make like Disney. They simply do not want to take any responsibility and don't realize how these problems affect people.

 

[Alicnwondrln]

Same thing happened to me last week. I put down a deposit of $250 and Disney charged me double.

In typical Disney fashion, no apology or blame accepted on their part.

I'm calling next week to pay my trip off. I'm going to DEMAND to speak to a supervisor, give my card, get their name and have them swear they won't charge my card for any more than I tell them. I'm paying off about $1,500 - If they charge me $3,000, my entire account will be screwed.

We've already discovered that Paris Hilton is Disney's IT manager. Who runs their accounting department - Beavis and Butthead?

I've never dealt with a company more unwilling to resolve mistakes they make like Disney. They simply do not want to take any responsibility and don't realize how these problems affect people.

I hear that ....
had a HUGE issue with my ressie this week and it took hours and hours on the phone with guest services just passing me on to people and no fixing it
finally someone did but after all the time and efffort and energy I spent fixinf their mistake I think they should do more
no one said sorry and its just not right
there have been alot of people on lately with this over charging issue and disney is a bog enough company where it shouldnt be happening this much
good luck

 

[boomhauer]

I hear that ....
had a HUGE issue with my ressie this week and it took hours and hours on the phone with guest services just passing me on to people and no fixing it
finally someone did but after all the time and efffort and energy I spent fixinf their mistake I think they should do more
no one said sorry and its just not right
there have been alot of people on lately with this over charging issue and disney is a bog enough company where it shouldnt be happening this much
good luck

What is up with them lately?

If it were my company and we did something like that, first of all, we'd fix it immediately. Secondly, a manager would call the customer sincerely apologizing for the mistake.

I love Disney World, but have no love loss for Disney as a company. They really don't give a crap.

 

[Alicnwondrln]

What is up with them lately?

If it were my company and we did something like that, first of all, we'd fix it immediately. Secondly, a manager would call the customer sincerely apologizing for the mistake.

I love Disney World, but have no love loss for Disney as a company. They really don't give a crap.

i dont know but the stories on here lately are sad and bad
they lost my ressie admited it was there mistake but no one would fix it
they kept saying there was nothing they could do
one lady told me maybe i was mistaken and that I never really made the reservation it was bad realy bad
but no one said sorry and i didnt feel like they cared about the 5 plus hours I spent on the phone guest services
poor service indeed
i love the mouse to but I dont know what the company is doing sometimes