Poly overcharged CC by $7000--help!

[chamonix]

My BIL just called, when he bought his tickets from the Poly concierge desk, they charged his CC over $7000 for three 5 day hoppers. I am thinking they mistakenly put the balance of our room charge (which I was paying) onto his CC by mistake when they "temporarily" entered his CC# to pay for his tickets. (?)

Who do we call to fix this? Should he put a hold on it with the CC company? Or just deal with WDW? Who to call? Poly concierge desk?

Anyone? He's freaking out, LOL!

 

[mmeb144]

I would start with WDW. Then, move on to the CC company, if necessary. Do you have the CC statements? If not, check the internet to see how it came through on the cards. That will help you with WDW.

I had a meal that was accidentally billed to my room last time I went. I had to wait for my brother to check his CC bill to find out if he had been billed for it or not. What a mess!

Marie

 

[Sammie]

My BIL just called, when he bought his tickets from the Poly concierge desk, they charged his CC over $7000 for three 5 day hoppers. I am thinking they mistakenly put the balance of our room charge (which I was paying) onto his CC by mistake when they "temporarily" entered his CC# to pay for his tickets. (?)

Who do we call to fix this? Should he put a hold on it with the CC company? Or just deal with WDW? Who to call? Poly concierge desk?

Anyone? He's freaking out, LOL!

I am confused as to when this happened?

If they did charge the balance of your room charges to his card, did you not realize this when you went to pay your balance and it was several thousand less than it should have been.

You can call the Polynesian and you will be put in touch with the Finance office.

 

[chamonix]

I am confused as to when this happened?

Timeline:
We check into Tahiti, stay three days, check out and then back into Hawaii when concierge building re-opens after rehab.
When we check in, the CM takes my CC and asks if I want to pay the remainder of the balance now, and clear the room charge. I say yes--I am paying for both rooms--mine and BILs--he isn't even here when I check into and take possession of both rooms. Both rooms are in MY name under MY CC.
Next day, BIL and I go to concierge desk so he can buy Hoppers for his family with HIS CC. CM says "I have to temporarily switch the CC on the room account so he can purchase these, but I will switch them right back, so don't worry". Remember, by this time, the balance of the room payment should not even be there anymore, it should be paid.

Yes, my bill at the end of our stay looked right, but to be honest, I can't find the receipt at the moment, lol. (bad me, in the hurry to leave, I might not have checked as carefully as I should)

Maybe somehow he simply mis-charged BIL and it might not even be related to the room charge, but since the amount was similar, and he had to do the "switching" thing, I was making a guess at what happened.

Does this make more sense now as to "when this happened"? or are you more confused, LOL?!

 

[chamonix]

I just thought of another thing: the receipt I got at the end of our stay might have even had his CC still on it--maybe the CM never changed it back....? Not sure how to tell though, since it wouldn't have the CC number or name on it.........I was sure to request they leave the receipt only on my door, since sister and BIL were my "guests".....

 

[Sammie]

Yes it makes sense, I just know that I go over my final bill very carefully before I leave the resort, so that is why I was wondering how you missed the thousands off your bill.

The balance on your rooms would not be on your credit card until you check out. They charge you for each night, on a daily basis.

I would always recommend to anyone, always get a copy of your bill the night before you check out. It will be easier to deal with any problems that might come up while you are there.

Good luck getting it resolved, as I stated, I would call the Polynesian concierge and they will connect you to WDW finance. Once you check out all bill problems go to them.

 

[Sammie]

I just thought of another thing: the receipt I got at the end of our stay might have even had his CC still on it--maybe the CM never changed it back....? Not sure how to tell though, since it wouldn't have the CC number or name on it.........I was sure to request they leave the receipt only on my door, since sister and BIL were my "guests".....

Yes but you can check to see if your charges were made to your Credit card, if not then you owe your BIL the money.

 

[Disneylvr729]

On the bottom of your hotel bill there is billing inquiry number... Call that number. Normally they have things fixed within 3 days. If you don't see the number, PM me.

 

[NCombs]

Yes it makes sense, I just know that I go over my final bill very carefully before I leave the resort, so that is why I was wondering how you missed the thousands off your bill.

The balance on your rooms would not be on your credit card until you check out. They charge you for each night, on a daily basis.

I would always recommend to anyone, always get a copy of your bill the night before you check out. It will be easier to deal with any problems that might come up while you are there.

Good luck getting it resolved, as I stated, I would call the Polynesian concierge and they will connect you to WDW finance. Once you check out all bill problems go to them.

Actually, all the $$ probably were on her bill. What noone could tell is that the credit card it got charged to was the BIL's and not hers.

 

[chamonix]

They charge you for each night, on a daily basis.

Yes, that has always been how it has appeared in the past, but since the CM asked me if I wanted to pay it off at check-in, I assumed he had charged my card the full amount, then it appears as a credit on my receipt/bill--the final bill simply has debits and credits on it, and it doesn't matter necessarily what order they come in. I seem to recall seeing it that way on my bill.

Ncombs, yes, I couldn't see whose card was on the bill--they don't print that on there. I did check it, I just can't remember much about it, LOL. I may have checked it and been mistaken. I still think it could just be a mistake not related to my CC at all--maybe they charged mine AND his, or maybe it was just a mistake related to the ticket transaction. Once I figure out which CC I used, I will check online to see if the full room charge is on there--but that doesn't really matter if they charged him too. Either way the charge on his CC is wrong, and I trust WDW will charge me if they need to in the end, LOL!

I did find my bill/receipt from our three nights in Tahiti, so found the email and phone number for billing questions, thanks, Dsneylver729. I will let him know they usually fix things in 3 days, that will ease his mind.

 

[Chip 'n Dale Express]

All room & tax is always taken upon check in. That payment should have been taken right then and there with the first credit card on file.

Always double check your Express Checkout statement at the end of your stay prior to departure. For each itemized credit card payment, the bill will list the type and last four digits of whatever card was used. At the very end of the bill, it will tally up all payments for each card, and list them out, again with type and last four digits.

 

[SeaSpray]

All room & tax is always taken upon check in. That payment should have been taken right then and there with the first credit card on file.

Always double check your Express Checkout statement at the end of your stay prior to departure. For each itemized credit card payment, the bill will list the type and last four digits of whatever card was used. At the very end of the bill, it will tally up all payments for each card, and list them out, again with type and last four digits.

They might not do this anymore because when we stayed at the Polynesian (concierge) this past summer, we had paid the room of entirely before checking in. In the middle of our stay, our account showed a large credit balance because they do NOT charge for each night in advance; they had only charged the nights we had used up to that point, against the cash we had paid off in advance. It wasn't until our last morning that all of the nights were charged to us.

Our trip prior to that one, the resorts didn't charge our credit card until we were checking out. They didn't charge our credit card upon check-in.

 

[chamonix]

On the receipt/bill that I do have from the first three nights, the total is there for the credits, but it only says "Visa"--there are no 4 digits anywhere. Maybe because I only used one card for that one? If there are two listed like BIL and mine may have been on the next bill, then perhaps they put the digits so you can see which ones are used.....(?) Thanks, if I find that bill, I will look for that.

 

[chamonix]

All room & tax is always taken upon check in. That payment should have been taken right then and there with the first credit card on file.

seapray, I think you are saying the same thing as chipanddale express. They charge you at the beginning and it appears as a large credit and each night is then debited against it (and all other room key charges). At least, that's how it appeared on our bill--then at the end they charge again to cover any amount over for the room key charges, like food and souvies. Of course, if you have a limit imposed by the resort (often $1500) they have to charge your card periodically to clear it so you can keep using your room key to charge. (you have to OK that though) Believe me, we have had to do that on occasion, but not this trip, LOL.

 

[Chip 'n Dale Express]

They might not do this anymore because when we stayed at the Polynesian (concierge) this past summer, we had paid the room of entirely before checking in. In the middle of our stay, our account showed a large credit balance because they do NOT charge for each night in advance; they had only charged the nights we had used up to that point, against the cash we had paid off in advance. It wasn't until our last morning that all of the nights were charged to us.

Our trip prior to that one, the resorts didn't charge our credit card until we were checking out. They didn't charge our credit card upon check-in.

Packages (including room-only packages) must be paid in full prior to check in. All other reservations must be paid in full upon check in. That is WDW company policy, resort wide. If a CM forgets to take payment upon check in, that is a mistake on the part of the CM. It does occasionally happen.

Now, what happens in most cases is just like chamonix explained. Disney will take payment to your account, and you will have a debit balance. Each night, the room charge hits the reservation, and will deduct from your account balance. Depending on the type of reservation, this might happen behind the scenes, so to speak.

 

[Chip 'n Dale Express]

On the receipt/bill that I do have from the first three nights, the total is there for the credits, but it only says "Visa"--there are no 4 digits anywhere. Maybe because I only used one card for that one? If there are two listed like BIL and mine may have been on the next bill, then perhaps they put the digits so you can see which ones are used.....(?) Thanks, if I find that bill, I will look for that.

It's been a long time since I've dealt with XCO folios... it could very well be that they don't include that information anymore for security purposes... However, I do know for a fact that if you go to the front desk or lobby concierge, the folios they print out WILL have that information on there for you.

 

[CowboyCO]

If it were me, I would send My BIL a VERY nice fruit basket for Christmas this year...

 

[disneyholic family]

My BIL just called, when he bought his tickets from the Poly concierge desk, they charged his CC over $7000 for three 5 day hoppers. I am thinking they mistakenly put the balance of our room charge (which I was paying) onto his CC by mistake when they "temporarily" entered his CC# to pay for his tickets. (?)

Who do we call to fix this? Should he put a hold on it with the CC company? Or just deal with WDW? Who to call? Poly concierge desk?

Anyone? He's freaking out, LOL!

the same thing happened to us at the GF....the moment my sister's CC number went into the account to pay for her park ticket, the GF charges went onto her card...i didn't notice it until a month later (two days ago in fact)...
i called up the GF and told them i had a problem with my bill...
they transferred me to a department called "Research and Billing" or something like that..
the woman there immediately saw what had happened and offered to reverse the charges on my sister's card and put them onto my card....
but since i hate having to later make sure everything is ok, i just paid my sister the difference....
but you can have that billing department reverse and charge your card..

if you're still at the resort now, you can have the front desk do it.....