Points Question - I have more points than I should

[Gymbomom]

Okay, we had a family friend transfer points to us for this use year. I made 2 seperate reservations with these points and there were only 40 left.

I then changed one of the reservations to a different resort. I saw MY points online go down, so I asked her to please change the reservation BACK to the transferred points. My points online went back to the original total.

I add a day today to the reservation and she tells me I have way more points than I should. I told her that wasn't right. So she did some research and broke it down for me. It is the transferred points that have too many. I tried to explain it to her. Okay I had xx points transferred. I used xx points for two reservations. I should only have xx points left.

Well, it didn't matter - she didn't understand me and kept repeating that I still have xx transferred points. (sigh)

I am not sure when the mistake happened, or what to do now. I am thinking it happened when the cm took the points from the wrong account. She put them back, but never took them from the transferred points. Is that even possible?

Will the system see at some point the mistake happened and correct itself? I just don't want anything to happen to my existing reservations.

So confusing!!!

 

[Chuck S]

I would send an email to Member Services, listing step by step what happened so that they can follow the progression and fix any error. It is too easy to miscommunicate over the phone.

 

[CarolMN]

I would send an email to Member Services, listing step by step what happened so that they can follow the progression and fix any error. It is too easy to miscommunicate over the phone.

I agree. Sending an email also puts every thing in writing and that may be helpful if anything goes wrong when MS fixes the issue.

 

[jennypenny]

Are your friend's points correct? I'd have them check their account in case they both need fixing.

 

[DebbieB]

I agree, send an e-mail. That way someone can research it.

 

[disneynutz]

Again, MS has trouble with transfered points.

I would send the email to Member Satisfaction. Sending to Member Services will probably get you the same result. Member Satisfaction CM's are senior people and they have access to tools that the other CM's don't.

Bill

 

[permavac]

This happened to me in 2010. I had a few transfers done over different use years and a set of points that I had already USED kept showing up as "there". I kept telling MS (as I was changing reservations here and there) that those points had already been used but they didn't believe me either Long story short, my reservations DID get screwed up The good news was, they were able to fix it and brought back a canceled reservation. The bad news - it took 4 weeks total - with me having to call/be called back about once per week to have it corrected. I would call back and ask to speak to a supervisor about it and then they need to open up a ticket with their IT department to manually fix your transferred points to the reservation. After they fixed it (for me), they had a hand-written history of my account in the system to explain which points were transferred when, what was used, and what I had left. Sorry for your troubles and that they STILL haven't fixed the problem with transferred in points.

Terri

 

[Hunnypaw]

Again, MS has trouble with transfered points.

I would send the email to Member Satisfaction. Sending to Member Services will probably get you the same result. Member Satisfaction CM's are senior people and they have access to tools that the other CM's don't.

Bill

Good to know the difference between these business units!