Resale borrowing glitch still there

[cm8]

I was told last month that anytime you have a resale contract and need to borrow, you have to call MS. It's a crazy policy, especially since resale dues pay for that website. What's next? Resale contracts can only book reservations in person at the (to be buillt) DVC reservation center?

This was never the norm. Before whatever so called improvement they made to the website created this. It was never this way previously.
We own resale and direct and never had this issue before.

 

[HIRyeDVC]

Just had a very confrontational conversation with a CM. I politely explained the situation and the CM condescendingly told me that this is an issue specific to resale contracts ever since the 50% borrowing restriction went into effect. He told me that I wouldn't have this issue if I had bought direct. He also said one of the "perks" of having a direct contract is to be able to make quick online modifications to an existing reservation instead of waiting on the phone for MS. I didn't realize that having access to a simple IT system was considered a direct "perk." I haven't felt so ashamed and inferior being a resale member in my whole life. I now truly understand this DVC caste system that Pete Werener talked about. I feel so low.....

 

[Minniemoo15]

Just had a very confrontational conversation with a CM. I politely explained the situation and the CM condescendingly told me that this is an issue specific to resale contracts ever since the 50% borrowing restriction went into effect. He told me that I wouldn't have this issue if I had bought direct. He also said one of the "perks" of having a direct contract is to be able to make quick online modifications to an existing reservation instead of waiting on the phone for MS. I didn't realize that having access to a simple IT system was considered a direct "perk." I haven't felt so ashamed and inferior being a resale member in my whole life. I now truly understand this DVC caste system that Pete Werener talked about. I feel so low.....

I would relay your experience and feelings via the DVC feedback form . That is not okay.

 

[HIRyeDVC]

I would relay your experience and feelings via the DVC feedback form . That is not okay.

I did. And I'm sure nothing will change. But at least I made it known. No more resale contracts for me. I no longer want to feel like a 2nd class citizen.

 

[HIRyeDVC]

At what point do you know that you cannot borrow points? I have resale and never had a problem borrowing in the past.

It's the part after you choose the room type. The window where you haveto pick the contract you want to use, if you have multiple contracts under the same membership.

 

[CvilleDiane]

I was told last month that anytime you have a resale contract and need to borrow, you have to call MS. It's a crazy policy, especially since resale dues pay for that website. What's next? Resale contracts can only book reservations in person at the (to be buillt) DVC reservation center?

That is not true. I have a resale contract and just borrowed (less than 50%) on July 6 for June 2022.

 

[HIRyeDVC]

That is not true. I have a resale contract and just borrowed (less than 50%) on July 6 for June 2022.

yeah, this thread has revealed that the problem is not across the board for resale owners. I don't think Disney exactly knows what's causing it. Some CM's are telling this to members as it was told to me today. The CM was specific in that when the 50% borrowing limit went into effect, Disney had to shutdown ALL resale members from being able to borrow because resale points were flooding the system, like some kind of plague. The CM obviously was making it up.

 

[Leight19]

I would relay your experience and feelings via the DVC feedback form . That is not okay.

I think this also reaches point of filing compliant with whatever regulatory body is involved in Florida time shares. The dues pay for the member service including website so they legally can not only offer it’s use to blue card members. As others say if it glitch that’s one thing but if cast members are using this glitch to push direct sales and actually claim using the site paid for by members dues is direct perk it’s illegal.

 

[kristenabelle]

yeah, this thread has revealed that the problem is not across the board for resale owners. I don't think Disney exactly knows what's causing it. Some CM's are telling this to members as it was told to me today. The CM was specific in that when the 50% borrowing limit went into effect, Disney had to shutdown ALL resale members from being able to borrow because resale points were flooding the system, like some kind of plague. The CM obviously was making it up.

I'm so, so sorry you were treated that way.

I give DVC a lot of leeway and am a borderline apologist, but what you were told and the way you were treated is LUDICROUS. Tickets, discounts, parties, lounges - all fair game for non-direct buyers to have and not have at the whims of Disney. But a functioning website to utilize the points you rightfully own which have the same exact value as direct points when you're booking (a room is x points per night, not x resale or x direct) isn't a perk. It's not a benefit. It's a necessity. And to be told otherwise is maddening and just plain wrong.

My company's founder told us he sent certified letters to fellow CEOs and heads of customer service when he had a bad experience. I used to laugh and roll my eyes, but if I was on that phone call Terri Schultz would be getting one from me toot sweet. Along with a footnote about notifying Florida regulators if there isn't a plan for fixes/an alternate resolution in place that allows owners (which you are) to do the very least we are entitled to do - book a darn room.

Editing to say: I know that last part may seem hyperbolic and harsh, but come on -- it's been long enough. The website doesn't work, so we call. When we call, we're told to go to the website, which doesn't work, or are on hold for sometimes hours, by which time the room is gone. Or now, we're getting the runaround from CMs (many of whom are well intended, I'm sure, but pegging this as a function for resale contracts?! Unacceptable).

 

[badeacon]

I just borrowed last month to make reservation next year on a contract I bought resale last year with no problem. I do have a direct contract with a different resort and use year.

 

[HIRyeDVC]

I'm so, so sorry you were treated that way.

I give DVC a lot of leeway and am a borderline apologist, but what you were told and the way you were treated is LUDICROUS. Tickets, discounts, parties, lounges - all fair game for non-direct buyers to have and not have at the whims of Disney. But a functioning website to utilize the points you rightfully own which have the same exact value as direct points when you're booking (a room is x points per night, not x resale or x direct) isn't a perk. It's not a benefit. It's a necessity. And to be told otherwise is maddening and just plain wrong.

My company's founder told us he sent certified letters to fellow CEOs and heads of customer service when he had a bad experience. I used to laugh and roll my eyes, but if I was on that phone call Terri Schultz would be getting one from me toot sweet. Along with a footnote about notifying Florida regulators if there isn't a plan for fixes/an alternate resolution in place that allows owners (which you are) to do the very least we are entitled to do - book a darn room.

Editing to say: I know that last part may seem hyperbolic and harsh, but come on -- it's been long enough. The website doesn't work, so we call. When we call, we're told to go to the website, which doesn't work, or are on hold for sometimes hours, by which time the room is gone. Or now, we're getting the runaround from CMs (many of whom are well intended, I'm sure, but pegging this as a function for resale contracts?! Unacceptable).

Your words are comforting. I now know that this is not an issue for everyone so I understand that those that aren't affected don't really care. Maybe that's the problem. Not enough affected people for Disney to fix the problem. Regardless, thank you for articulating my point so clearly. I, as an owner of a deeded contract, should not have such a huge disadvantage in being able to book a room, a capability, I feel is a right. I'm at least grateful for this board to express my frustrations. Thank you for listening and being so encouraging!

 

[HIRyeDVC]

I just borrowed last month to make reservation next year on a contract I bought resale last year with no problem. I do have a direct contract with a different resort and use year.

I'm guessing maybe it has something to do with having direct and resale contracts under the same UY. I wonder if I could ask for a separate membership account for my resale contract, even if it has the same UY as my direct.

 

[Sandisw]

I'm guessing maybe it has something to do with having direct and resale contracts under the same UY. I wonder if I could ask for a separate membership account for my resale contract, even if it has the same UY as my direct.

That is not it. I have two memberships. One with direct and resale. One with resale only. Both work without issue.

 

[we"reofftoneverland]

All this stuff kind of freaks me out. Part of me wants to sell our contracts because things get weirder by the day with dvc and honestly what if the value of these contracts starts to go down because everyone starts selling? We have more than 100k (Ok actually more than 150k now that I do the calculation) tied up in dvc and it is starting to scare me. I mean they are not even providing Target level of customer service anymore.

 

[Grumpy Mouse]

Your words are comforting. I now know that this is not an issue for everyone so I understand that those that aren't affected don't really care. Maybe that's the problem. Not enough affected people for Disney to fix the problem. Regardless, thank you for articulating my point so clearly. I, as an owner of a deeded contract, should not have such a huge disadvantage in being able to book a room, a capability, I feel is a right. I'm at least grateful for this board to express my frustrations. Thank you for listening and being so encouraging!

You can initially try filing a compliant with the Florida Attorney General's office. It is an easy complaint to file - there is an online form and only takes a few minutes. And while the complaint will not go anywhere is will force DVC management to reply to their office and to you. This, in turn, should get DVC compliance involved, which hopefully will cause a better investigation of the issue.

Or you can go the direct route:

Send an e-mail directly to the manager of compliance: Robert.W.Carl@disney.com

Good luck. My daughter had the exact same issue you're having with our resale contract last year.

 

[CvilleDiane]

I'm guessing maybe it has something to do with having direct and resale contracts under the same UY. I wonder if I could ask for a separate membership account for my resale contract, even if it has the same UY as my direct.

My direct and resale contracts are the same UY and even same resort for one set.

 

[BcIcemen]

It's the part after you choose the room type. The window where you haveto pick the contract you want to use, if you have multiple contracts under the same membership.

Thank You. I might try a mock reservation. If I do I will let you know how it turns out

 

[RapunzelRN]

I purchased in 2020 and 2021, both resale, same UY/home resort.

Been having these resale glitches ever since, basically I cannot borrow and book at non home resorts at the 7 months window or sooner.

HOWEVER I am able to borrow & book at my home resort at the 11 month window. Borrowed an entire 30+ points from 2023 to book next June 2022. First time borrowing has ever worked for me when I usually do get the 7 dwarves.

BUT I cannot borrow 2022 to book at any resort period, even my home, for next month Aug 2021 last min trip.

 

[HIRyeDVC]

All this stuff kind of freaks me out. Part of me wants to sell our contracts because things get weirder by the day with dvc and honestly what if the value of these contracts starts to go down because everyone starts selling? We have more than 100k (Ok actually more than 150k now that I do the calculation) tied up in dvc and it is starting to scare me. I mean they are not even providing Target level of customer service anymore.

While I was very saddened by this whole experience, I wouldn't go as far as giving up DVC altogether. I too have a lot of money invested but I still believe in Disney magic and still have faith in the product. If anything, it's certainly swayed me to never buy resale again. I was already leaning that way to begin with, and this experience just tipped me over the edge. I will be looking to selling my resale contracts in the next few years, except for my Grand Cal that is. Hopefully, their customer service WILL get better over time, especially coming on the heels of this pandemic.

 

[HIRyeDVC]

You can initially try filing a compliant with the Florida Attorney General's office. It is an easy complaint to file - there is an online form and only takes a few minutes. And while the complaint will not go anywhere is will force DVC management to reply to their office and to you. This, in turn, should get DVC compliance involved, which hopefully will cause a better investigation of the issue.

Or you can go the direct route:

Send an e-mail directly to the manager of compliance: Robert.W.Carl@disney.com

Good luck. My daughter had the exact same issue you're having with our resale contract last year.

Being relatively new to DVC, all this is a bit intimidating. I am completely unfamiliar with Florida time share laws and all of its mechanisms. Thanks for the email and suggestion. Though, I'm not sure if I want to somehow get red-flagged from Disney for making trouble. I'm just a small town newbie from Hawaii. I just want to enjoy my Disney vacations with my young family. Aloha.