Please Help -UPDATE

[ellie'smom]

Booked a room at POP, paid for room in full for 4 night. I paid for the room back in January using my debit card, and 3 gift cards that I recieved for the Holidays. I threw the used gift cards out after using them. June rolls around and I cancel my room only ressie at POP, Disney refunds the money on the debit card BUT because I threw the used gift cards out there seems to be a problem, no one wants to refund my money!!!! Have spoken to no less then 9 people who shuffle me around and do nothing. Last spoke to someone yesterday, and she says that the person who took my call last time is away, She has to wait for her to get back, before yesterday someone else told me that the person that was suppose to take care of this is no longer employed by Disney, before that another person said it would take another 2 weeks , before that.... get the picture. My trip is less then 3 weeks out, Would love that extra 200 to spend while there. Help please. FYI room only ressie.

 

[mickeystoontown]

This is not the first time I have read this. I've heard others say that they paid on their vacation with the gift cards, tossed them after paying and then couldn't get a refund when they cancel their reservation. I'm not sure that there's anything that Disney can do for you but I sure hope there is.

 

[sharadoc]

Is your new room paid in full or are you offsite? If you are staying onsite ask if they can transfer that money to your room account. You could use your KTTW card to pay for items.

It's a shame they didn't warn you when you paid for the room that you would need that gift card in case of a refund.

 

[ErinsMommy]

I don't know if this will help because every place is different and has different set of "rules" they must follow -- maybe ask if they'll be willing to give you a Disney gift card/credit since the gift cards you had, you threw out?

Another possibility is if you registered the gift card, or remember who the gift card was purchased through (a particular bank?) you can call them, explain the situation and ask if you can report that card lost. If so, they can possbily cancel that card out and issue a new one in its place so if Disney refunds the money to the original "lost" card, it should trace to the new card they issue you.

 

[Tarheel girl 1975]

Did you register your gift cards? If so, they might be able to reissue them although they usually charge a fee for that.

 

[TigrLvsPooh]

Wow, what a nightmare. Were they disney gift cards or just regular visa/mastercard type gift cards? Seems like there should be a way they can just refund the money to your debit card or reissue you a gift card. Keep us updated!

 

[shburks]

Do they need the original gift cards you paid with? Or can they refund to any DISNEY gift card? Someone on the DCL board recently had the same issue (applied gift cards to their onboard account and then threw away the cards...then had money left over at the end!) and after a lot of discussion with guest services discovered that they could just go to the gift shop onboard, buy a new gift card and have the balance transferred to THAT new gift card...

 

[ellie'smom]

I paid with Disney gift cards issued by Chase Bank. When I paid with the card no one told me to hold on to them, or believe me I would have. I asked about putting it on another gift card that I have , but no one has given me an answer. All I get is the run around. I cancelled POP because we got a great deal at the Dolphin, but we had to book that deal though Starwood (I think that's the parent company's name). That is why I just didn't transfer over the ressie.

 

[Claudine877]

Ask them for the $ in a check. They should be able to do that if they keep the money. Especially if it's been several months. Not optimal but you will get the money back.

 

[maxiesmom]

I paid with Disney gift cards issued by Chase Bank. When I paid with the card no one told me to hold on to them, or believe me I would have. I asked about putting it on another gift card that I have , but no one has given me an answer. All I get is the run around. I cancelled POP because we got a great deal at the Dolphin, but we had to book that deal though Starwood (I think that's the parent company's name). That is why I just didn't transfer over the ressie.

I really hope they can figure something out for you! It is not a matter of not wanting to refund you the money, it is that you have nothing left to refund it to. Just like you can't purchase something at the store with a Disney Visa, return the item, and have the credit go back to your Skymiles card.

People need to realize that any time they purchase something with a gift card, if they return that item the credit will go back to that gift card. Never ever throw that card away until you are positive you will not be returning that item. And don't try to hand the card to the cashier because there is no longer a balance on it, for the same reason. We have that happen a lot where I work.

 

[EpcotBill]

Unfortunately when you canceled that is the same as a return. The Terms & Conditions state that you should have the receipt and the card for returns. I copied the following from the Terms & Conditions for Chase gift cards.

Returned or Exchanged Merchandise

You agree that we (and Visa) and our affiliates, employees and agents are not responsible for the services or merchandise purchased with the Card, or any damages resulting directly or indirectly from the use of the Card, including, but not limited to, special or consequential damages, even if we have been advised of the possibility of such damages. If you have a problem with merchandise or services purchased with a Card, that problem needs to be adjusted and resolved with the merchant at whose establishment the transaction was made. Exchange or return of merchandise purchased in whole or in part with the Card will be governed by the procedures and policies of each merchant and applicable law. At the time of any exchange or return, you should present both the merchandise receipt and the Card. If you receive a credit, the credit may not be added to your balance for seven business days after we receive credit from the merchant.

Now it doesn't say you must present the card just that you should, so maybe you can use that as an argument.

 

[bookgirl]

Booked a room at POP, paid for room in full for 4 night. I paid for the room back in January using my debit card, and 3 gift cards that I recieved for the Holidays. I threw the used gift cards out after using them. June rolls around and I cancel my room only ressie at POP, Disney refunds the money on the debit card BUT because I threw the used gift cards out there seems to be a problem, no one wants to refund my money!!!! Have spoken to no less then 9 people who shuffle me around and do nothing. Last spoke to someone yesterday, and she says that the person who took my call last time is away, She has to wait for her to get back, before yesterday someone else told me that the person that was suppose to take care of this is no longer employed by Disney, before that another person said it would take another 2 weeks , before that.... get the picture. My trip is less then 3 weeks out, Would love that extra 200 to spend while there. Help please. FYI room only ressie.

They did refund your money. They refunded back to the Disney gift card. Lesson is don't throw away the gift card until you actual recieve the goods.

BTDT, thankfully found the card.

But just wondering why didn't you just change your reservation and have them apply the amount on the gift cards to a new reservation? I had to cancel my FEb resservation, and to avoid losing my money (RO but snow on departure day) I made a reservation in Sept (even though I didn't know if I would be going then). You just had to make a new reservation some time out to keep the money active then when you go the next time and are staying onsite you apply those funds.

 

[Missytara]

Consider it lesson learned. Always read the fine print and never assume anything.

 

[ols386]

They did refund your money. They refunded back to the Disney gift card. Lesson is don't throw away the gift card until you actual recieve the goods.

BTDT, thankfully found the card.

But just wondering why didn't you just change your reservation and have them apply the amount on the gift cards to a new reservation? I had to cancel my FEb resservation, and to avoid losing my money (RO but snow on departure day) I made a reservation in Sept (even though I didn't know if I would be going then). You just had to make a new reservation some time out to keep the money active then when you go the next time and are staying onsite you apply those funds.

Yah, this would have resolved the issue. Probably what I would have done, as well.

Maybe chalk it up to lesson learned.

I never throw out gift cards like that until after the fact (in other words, after my stay at WDW).

Sorry this happened, op.

 

[ellie'smom]

Got my reissued gift cards this morning, via overnight FEDEX. Took weeks and speaking to (15) different people. Some advice for the next person this happens to, chose to make one person responsible for my refund . Pick one person you speak to and call them everyday. Let them know they are the lead person on your "FILE ". DO NOT give up. Before I did this I got all kinds of excuses and stories: "The card went out on the 13th." " We issued you a check, should be there by Friday."...I got no where . It also helps to mention you are e-mailing a letter to Meg Crofton, then leaving her e-mail address with a Disney co-worker when your phone calls are not returned.

 

[maxiesmom]

Got my reissued gift cards this morning, via overnight FEDEX. Took weeks and speaking to (15) different people. Some advice for the next person this happens to, chose to make one person responsible for my refund . Pick one person you speak to and call them everyday. Let them know they are the lead person on your "FILE ". DO NOT give up. Before I did this I got all kinds of excuses and stories: "The card went out on the 13th." " We issued you a check, should be there by Friday."...I got no where . It also helps to mention you are e-mailing a letter to Meg Crofton, then leaving her e-mail address with a Disney co-worker when your phone calls are not returned.

I'm glad you found someone to help you, but the best thing to do is not throw out the cards in the first place. It was your mistake, and you need to keep in mind they didn't have to go out of their way to fix this. And many places wouldn't have. It is fortunate that the Disney company will go above and beyond for their guests.

Keep gift cards until you are positive you won't need to have anything credited back onto them.

 

[pigletto]

I'm glad you found someone to help you, but the best thing to do is not throw out the cards in the first place. It was your mistake, and you need to keep in mind they didn't have to go out of their way to fix this. And many places wouldn't have. It is fortunate that the Disney company will go above and beyond for their guests.

Keep gift cards until you are positive you won't need to have anything credited back onto them.

Ok and if they didn't have the means to do it, then they simply wouldn't. But speaking to 15 people with each one having a different answer and passing you on to the next is the issue. If they can't issue a refund fine, say so. But the run around and weeks of miscommunication is poor customer service. I hardly consider it above and beyond to make the OP wait for weeks and giving her several different answers in the process. I'll give credit where it's due.. but lets not act like they deserve a medal for telling her it was possible and then giving confusing information for weeks on end.

 

[maxiesmom]

Ok and if they didn't have the means to do it, then they simply wouldn't. But speaking to 15 people with each one having a different answer and passing you on to the next is the issue. If they can't issue a refund fine, say so. But the run around and weeks of miscommunication is poor customer service. I hardly consider it above and beyond to make the OP wait for weeks and giving her several different answers in the process. I'll give credit where it's due.. but lets not act like they deserve a medal for telling her it was possible and then giving confusing information for weeks on end.

No they don't deserve a medal for giving her the run around. However they do deserve one for giving her her money back on a different card, when it was her error to toss the cards away. They have no way of knowing that the OP did indeed throw the cards away. I'm sure she did, but many people wouldn't think twice about claiming cards were tossed in order to get new ones and more money.

The OP messed up. After repeated phone calls she finally found someone who would and could refund her money. However it was not Disney's error to begin with, so no one should act like they are fixing a problem they caused, when that is not the case. What they did do was awesome, and great customer service, but NOT to be expected. Most businesses would tell you it as your error and you were out of luck.

 

[Missytara]

Ok and if they didn't have the means to do it, then they simply wouldn't. But speaking to 15 people with each one having a different answer and passing you on to the next is the issue. If they can't issue a refund fine, say so. But the run around and weeks of miscommunication is poor customer service. I hardly consider it above and beyond to make the OP wait for weeks and giving her several different answers in the process. I'll give credit where it's due.. but lets not act like they deserve a medal for telling her it was possible and then giving confusing information for weeks on end.

Maxiesmom and I see it the same way; I see that Disney spent weeks behind the scene resolving an issue that was originally clearly the OP's fault.

They worked hours to get her money back on a card, when they could have told her she was out of luck.

Miscommunication - I think not. Good customer service - they did not just hang up the phone.....they worked with her even when they did not have to.

 

[smitch425]

I am wondering if the OP spoke to 15 people because she called all of the time instead of waiting for Disney to get back to her.

At any rate, OP, I am glad you got it resolved.