Please help if you can - disneyland gift cards online

[thenicefamily]

I've been enjoying these boards for weeks while planning a Christmas trip to California. You all seem very knowlegable so I'm turning to you because I'm not having any luck with Disneyland. Maybe you can suggest something?

What happened was, yesterday, I went online and ordered $500 worth of gift cards (a nice surprise present for my family). I completed all the information and went to the final step, processing, and I got a very long error message that essentially said the order couldn't be processed. I went back to the ordering page, re-entered all my information and again submitted. I got the same message about the transaction not going through. I then gave up.

This morning, I called my credit card company just to make sure that there was nothing wrong with my card and they told me there was no problem however, they did see 4 transactions, each for $500, being processed by Disneyland yesterday. They gave me the Merchant Authorization Codes for these transactions.

Armed with that information, I called a series of numbers at Disneyland. No one can see any order and the only assistance they've offered is the telephone number for "credit card disputes". That number has an automated answering machine and they say that it will take 48 hours to get back to me. I'm leaving on my trip in 48 hours and I'm afraid that they won't catch me before I go. I don't want to head out on a vacation that I've been planning and looking forward to for 10 months with this hanging over me. It's making me feel very badly towards Disneyland and, that's the last thing I want. My family is all gathering in California (we're from Canada) for Christmas and the Disneyland portion was supposed to be the highlight. Now, for me, it's going to be ruined by the black cloud of this experience if I can't get someone at Disneyland to help me. All I'm asking for is the opportunity to speak to someone today. That, at least, will tell me what's going on at the Disneyland credit side of things.

I'm sure you're all wondering why don't I give them my cell number. Well, first of all, we won't be taking our cell phones because of roaming charges (about $1.50/minute on Canadian phones). Secondly, and from a feel good/customer service viewpoint, I don't really think I should need to. I've told them that Disneyland has charged me $2,000 for something that they have no record of and I would have thought that that situation alone would warrant some sort of immediate response. I guess I'm just living in the past, where people cared and took pride in their jobs and their company. Oh, right, that's what Disneyland's supposted to be about, isn't it?

 

[ArchOwl]

First, I am very sorry this happened. I hope you can put it aside and really enjoy your trip to California. Second, I would immediately tell my credit card company that you dispute those charges. They should begin an investigation on their side of things. Third, I would call Disneyland back and politely insist to speak to a manager about your issue. You need to tell the person on the phone that 48 hours is not acceptable turn-around time for $2000 hold on your credit card. I wouldn't raise my voice or say nasty things, just politely insist on speaking to someone about your problem today.

I hope you can get this resolved OP! Not a good way to start the vacation, I know.

 

[ddwlms]

I would think that your credit card company can handle this completely with out any more effort on your part (except to call them of course.)

I could be wrong, but my last disputed charge I called the CC (Disney Visa) first and they asked if I had attempted to resolve with the vendor yet. I informed them that I had started with them first, and they said that if the vendor did not dispute my dispute I didn't need to do anything more. They would handle it from there and they removed the charge immediately.

 

[thenicefamily]

I was very polite and controlled but firm with everyone I spoke to. Nothing managed to get through though. I requested a manager and was refused. I finally got someone to take my telephone number and they said they would have a supervisor call me before end of business today. So far, no call.

As for disputing the charge. I don't really feel I have enough information from Disneyland's side (i.e. none) to pursue it properly. I need to know what they are showing on their credit processing system. Honestly, the worse case scenario I was picturing was that I'd have to spend $2,000 at Disneyland instead of the $500 I'd intended but, I was wrong. The worse case scenario is that no one at Disneyland will tell me if I've even ordered $2,000 worth of cards because they can't see it on their system and they won't put me directly through to the people who may be able to.

 

[Disney Dreams]

Okay, first, big deep breath. You are not the first (or last) to have an issue with an internet purchase. It's going to work out.

...I went back to the ordering page, re-entered all my information and again submitted. I got the same message about the transaction not going through....

As soon as I read this, I thought, uh-oh. Yeah, happens a lot on-line. For future, if you get that error on any web site when buying something, don't submit again until you can verify it did not go through. Okay, lesson learned. Next...

This morning, I called my credit card company just to make sure that there was nothing wrong with my card and they told me there was no problem however, they did see 4 transactions, each for $500, being processed by Disneyland yesterday. They gave me the Merchant Authorization Codes for these transactions.

This is the part that confuses and concerns me the most. You said you submitted your order TWICE on Disney's site, but that your credit card company shows FOUR transactions. I would be concerned where the additional two transactions came from more than anything else.

...the telephone number for "credit card disputes". That number has an automated answering machine and they say that it will take 48 hours to get back to me. I'm leaving on my trip in 48 hours and I'm afraid that they won't catch me before I go. I don't want to head out on a vacation that I've been planning and looking forward to for 10 months with this hanging over me.

Did you leave a message? You need to do so, if not. I understand wanting it resolved prior to leaving, but that may not be possible. They need to research it. 1) You placed it, not someone else who stole your information, for example. 2) If the order has processed, in addition to your card being charged, there is a good chance the $2,000 worth of gift cards are already on their way to you. 3) You are certainly not the only one.

I understand you are leaving on your trip. They may get back to you before you leave, if you leave a message. If you don't, they can't. I know, simple, but very true. I understand that you want to talk to someone right now, but if I had to guess, your order is not processed at Disneyland where you are calling. Therefore, the people that can help you are most likely not at Disneyland, but at wherever that message you need to leave gets directed.

What I am confused about is the timing. If you are leaving in two day sfor DIsneyland and therefore (understandably) do not want to leave your cell, how were the gift cards going to get to you prior to leaving?

It's making me feel very badly towards Disneyland and, that's the last thing I want.... Now, for me, it's going to be ruined by the black cloud of this experience if I can't get someone at Disneyland to help me. All I'm asking for is the opportunity to speak to someone today. That, at least, will tell me what's going on at the Disneyland credit side of things.

Why the bad feeling towards Disneyland? Disneyland did nothing wrong. There was an error on the web site. You re-submitted your order (once? three times?) and it simply has to get straightened out. It's the technology world we live in today. Don't have a bad feeling towards Disneyland about this. If you want to hate the Internet or the website, I get it, but it's no one at Disneyland (or the Park itself) that is involved in your situation. So, be excited! You are going to Disneyland!

I'm sure you're all wondering why don't I give them my cell number. Well, first of all, we won't be taking our cell phones because of roaming charges (about $1.50/minute on Canadian phones). Secondly, and from a feel good/customer service viewpoint, I don't really think I should need to. I've told them that Disneyland has charged me $2,000 for something that they have no record of and I would have thought that that situation alone would warrant some sort of immediate response.

I understand not wanting to deal with roaming charges. If you had run into this issue with a different web site prior to leaving on your trip, what number would you give them? Home? The hotel? I would treat it in that manner. It's most likely a completely different entity of the company that is processing your web order than anyone you will encounter at Disneyland. You need to give them time to have your order show on their system, locate it, and then decide (hopefully) to refund you the excess. None of this can happen, however, if you don't leave a message letting them know about the problem. Also, I WOULD have my credit card company dispute the charges. Again, I'm not sure what stance they will take since it is not a case of fraud, but you entering the order multiple times, but I would certainly go that route, in addition to leaving the message at Disney.

I guess I'm just living in the past, where people cared and took pride in their jobs and their company. Oh, right, that's what Disneyland's supposted to be about, isn't it?

And I believe it is. Nothing you have told us about shows anyone not taking pride in their job or their company. There is a process set up for handling your situation and they have directed you as to that process. You need to leave a message and let the process happen. If you don't hear back, follow up and make some noise since you (at that time will have) followed exactly what they asked you to do.

I hope this helps and that your situation does not stop you from having a great vacation!

- Dreams

P.S. The creative side of my brain is thinking that I would just use the gift cards to pay for everything on my trip instead of my credit card, but again, confused about having the gift cards if you just ordered them and are leaving in two days so I may be missing something there.

P.P.S. I just noticed you are new to the DISBoards. WELCOME!

 

[thenicefamily]

I won't share our entire itinerary with you but, I will say that our last stop on our trip (which begins in Vancouver on Monday) will be a house rental in Newport Beach during Christmas week. That is where I was having the cards shipped. I hope this has clarified things for you regarding timing.


My bad feelings about Disneyland were generated by the lack of any concern or understanding shown by the people representing Disneyland. You may be right, I supposed it's not the "land" that I felt let me down - it was the staff. As I work in marketing, I am perhaps more sensitive than some to the huge importance customer service plays in creating and fulfilling expectations. Did I have high expectations from Disney? Yes. They have worked very hard to create those expectations. They are not working as hard at fulfilling them, at least from my personal experience today.

Having said all of that, I was actually logging on to give everyone an update. I did receive a call from the supervisor previously mentionned. She was understanding and somewhat reassuring in that she believes that things will eventually sort themselves out at Disney's end. She said that Disney is actually aware of issues with their website when it comes to processing international transactions and that she would let whoever deals with these things know that there's been another incident. That's really all she could do but, it was something and it was appreciated. It absolutely should not have taken me 1 1/2 hours, 5 telephone numbers and an equal number of stone walls to get that response though.

I get that this is a Disney lovers website and, trust me, I do love Disney. It's part of the fabric of every 50 year-old North American's life. Who doesn't get shivers when they step up to the Park turnstiles, being heralded into the Magic Kindom with the sound of Disney music? Still, you can be disappointed in things you love and, at the moment, that's what I am.

 

[Disney Dreams]

I won't share our entire itinerary with you but, I will say that our last stop on our trip (which begins in Vancouver on Monday) will be a house rental in Newport Beach during Christmas week. That is where I was having the cards shipped. I hope this has clarified things for you regarding timing.

Oh I wouldnt expect you to post your itinerary, but that extra piece of info helps with understanding.

My bad feelings about Disneyland were generated by the lack of any concern or understanding shown by the people representing Disneyland. You may be right, I supposed it's not the "land" that I felt let me down - it was the staff. As I work in marketing, I am perhaps more sensitive than some to the huge importance customer service plays in creating and fulfilling expectations. Did I have high expectations from Disney? Yes. They have worked very hard to create those expectations. They are not working as hard at fulfilling them, at least from my personal experience today.

The thing with expectations is that not every person we come across has the ABILITY to meet them. People were referring you to the message line so you could hopefully get in touch with the person who CAN meet those expectations.

Having said all of that, I was actually logging on to give everyone an update. I did receive a call from the supervisor previously mentionned. She was understanding and somewhat reassuring in that she believes that things will eventually sort themselves out at Disney's end. She said that Disney is actually aware of issues with their website when it comes to processing international transactions and that she would let whoever deals with these things know that there's been another incident. That's really all she could do but, it was something and it was appreciated.

Great to hear you have spoken with someone who seems to have helped ease your thoughts.

Sometimes we, as consumers, have to give people the time needed to meet our expectations. Glad it seems to be heading that way!

Safe travels,
Dreams

 

[bbangel]

Canadians cannot make gift card purchases online so I suspect that is the problem. They will cancel your order and should refund but I would follow up with them just to be sure.

I wish they would put on their website that they are unable to process gift card purchases outside of the US.

 

[thenicefamily]

Thank you SO much for that info. That's what I was looking for when I posted - the voices of experience. Much appreciated.

As for why they wouldn't post something like that, well, it's down to that darned customer service thing again, isn't it? Such a simple thing could save so much stress and trouble.

 

[Disney Dreams]

Canadians cannot make gift card purchases online....

Great info! I didn't know that. Learned my new thing for the day, and just in time.

- Dreams