Tracking points online

[Stitch1404]

I just made a reservation this morning so just now I logged on to dvcmember.com to make sure it was listed there and everything looked correct. So I was just looking around the site a little and I found the section that lists your completed travel. We took a vacation on December 27th, 2004-January 4th, 2005 that was listed there. We stayed the 27th at Saratoga Springs and the remainder at the BWV. Under the completed vacations it lists the amount of points used. For the Saratoga Springs portion it lists 144 points!!! Do you think this is some kind of computer error or could I actually have been charged 144 points for ONE night at Saratoga in a one bedroom??!! I am going to call Member Services in the morning, but for now this is just really bugging me. Should I call my guide or just MS? I doubt they could even fix it at this point since this was from December 2004...I guess that's what I get for not monitoring my points closely!

I copied and pasted the screen from dvcmember.com....

7) Arrival Date 12.27.2004 Departure Date 12.28.2004
Resort / Experience Disney's Saratoga Springs Resort
Accommodation 1-Bedroom
Reservation Number 381933726922 Vacation Points Used 144

 

[dianeschlicht]

Definitely call MS right away! It might have been the total for the whole trip and just listed near SSR, but you had better find out to be sure. Make sure you have your confirmation numbers and the name of the MS CM who helped you handy too when you call.

 

[Granny]

I agree with Diane's advice. Also, did you check under the "points available" section? If those are correct for all use years, then it is probably a glitch as Diane pointed out. Either way, it's a good idea to call MS to make sure.

 

[Stitch1404]

Does MS have access to information that far back? Also, here is the other part of my vacation, copied and pasted...

5) Arrival Date 01.03.2005 Departure Date 01.04.2005
Resort / Experience Disney's Boardwalk Villas
Accommodation 1-Bedroom Standard View
Reservation Number 383542728556 Vacation Points Used 16

6) Arrival Date 12.28.2004 Departure Date 01.03.2005
Resort / Experience Disney's Boardwalk Villas
Accommodation 1-Bedroom Standard View
Reservation Number 383482724474 Vacation Points Used 228

We were waitlisted for the last night which eventually came through which is why these nights are listed seperately. So I was definitely "charged" for all 8 nights. According to all this it looks like I was charged 388 points. Off to phone MS...

 

[dianeschlicht]

ACtually, they can see your whole point use history. Let us know what you find out. You might have to talk to a manager.

 

[Stitch1404]

Okay, I just got off the phone. The first words out of the CM's mouth were "you're just now calling to address this..." in a very snippy tone. Then I explained the situation very slowly and at the end she goes "so what are you asking me?" once again in her snippy little voice. So I asked her if she could see what I can see on the member website and if she could please look at the reservation from December 27-28, 2004 at Saratoga Springs. She says "there is no way I can look that far back, our computers don't pull up past vacations."

I really didn't know what to do so I just asked her to look at my vacation/points history. That she said she could do. SO she says it looks like I was in fact charged 144 points for a night at Saratoga which should have taken 36 points. Then somehow this mistake was corrected but it was treated as a cancelled reservation and the 108 extra points I was charged were put in to a holding account. So then she tells me I then used those points for a stay at Vero Beach on August 12, 2005. I have only been to Vero one time, and that was in DECEMBER, not August!!!!! I tell her this and she tells me I have no way to proove that. She says "it is listed right here in my computer, therefore you must have gone." I swear I didn't, I know I would remember it, but I have no way to proove otherwise!


I don't know what to do, I hung up in tears with this woman accusing me of using my points that were put in a holding account through no fault of my own for a vacation I didn't take!!!! It seems like something very strange went on with these points and she can't figure it out and just wanted to get me off the phone. Maybe later when I calm down I will call back. I am just so angry and upset right now I know I couldn't have a rational conversation.

 

[Caskbill]

Call them and tell them to send you the complete computer printout of all your point usage. This will be from your very first purchase. When you get it, it will be a little cryptic, but will show you all point transactions including allocations, banking/borrowing, and reservations.

You can then compare that with your personal records and look for any differences.

 

[dianeschlicht]

I don't see any mention of you asking to speak to a manager. Perhaps you should call your guide and see what he/she can do.

 

[stenogoddess]

I just wanted to wish you good luck in getting this figured out!

 

[Stitch1404]

I think I will go ahead and ask for that print-out. Maybe I can just get it for my 2003 and 2004 use years. Maybe that can help me clear things up or at least have my facts straight so I can argue my case with MS.

No, I didn't speak to a manager, I knew I couldn't have a rational conversation at that point. I was too worked up, that's just my personality!

Steno, thanks for the good luck wish.

I will call back tomorrow and speak with a manager. If that doesn't work I am calling my guide.

 

[dianeschlicht]

Maybe tomorrow you will get a nice MS CM too! Good luck tomorrow!

 

[Stitch1404]

The saga continues...

I just called MS again. I decided I would just speak to the CM first before asking for a manager. So I told the CM the whole story and she seemed really confused and wasn't helping me so I asked her if I could talk to her supervisor. Supervisor gets on the phone, I explain the whole thing yet again. He says "yeah, I see what happened" and goes on to say that we were charged 144 points for the 1 night, then someone realized the mistake so 108 points were given back to us, but they were in fact put into a holding account. He also said that I then used those holding points for my Vero Beach vacation. What Vero vacation????? I told him I never went to Vero in August, but sure enough it is in his computer! He is "investigating" the matter and will call me back with results this afternoon.

 

[Good Ol Gal]

I hope that you get this figured out!!

I would flip if this happened to me, but thankfully with my obsessive checking and tracking of my points via an Excel file and now the dvcmember site I would notice that within hours of it happening

 

[Stitch1404]

Well, said manager just called back. After investigating the mysterious Vero vacation he said he can tell that we didn't take it. He said something about contacting Vero Beach directly so maybe they have records of everyone who stayed there? He also said something that I didn't really understand...something about there only being a certain number of points each year at each resort and since this was just now caught there is no way they can restore the points to our account. However, "something" will be done to compensate us. He has to speak to his supervisor and decide what will happen and will call me back tomorrow. This is all very strange to me and he said it sounds like a computer error.

That was all back in the day before I obsessively tracked my points. I now could tell you exactly how many OKW, BWV, and BCV points we have left in our current and upcoming use year, and how many points each of our upcoming vacations are going to take! I now have a chart and keep very careful track comparing to the website. This was all back in my slacker days, lol. Anyway, I am just glad this is getting figured out and hopefully we will be compensated and this will all be over. Always remember to keep a close watch on your points!!!

 

[CarolMN]

Just wanted to say thanks for keeping us updated. Hope it is all resolved to our satisfaction.

Best wishes -

 

[dianeschlicht]

Glad you are on the way to getting it resolved! I suspect what the supervisor was trying to tell you was that the points had been permanently removed from the account, and thus the resort account, so no points remained for your use year. My guess is they will probably come up with "developer points" to compensate you. Keep us in the know!

 

[Stitch1404]

Glad you are on the way to getting it resolved! I suspect what the supervisor was trying to tell you was that the points had been permanently removed from the account, and thus the resort account, so no points remained for your use year. My guess is they will probably come up with "developer points" to compensate you. Keep us in the know!

Yeah, what you said about the points is what he said! What are developer points?

 

[Boston5602]

I wanted to say thank you for sharing and good luck getting this straightened out . I haven't used my points yet but I guess I'll figure out a good way to keep careful track.


Thanks again

 

[stenogoddess]

I'm so glad to hear your're on the way to getting this resolved. Keep us posted on the outcome.

 

[dianeschlicht]

Developer points are points that have not yet been sold.