UCT "flagged for security"

[KristinU]

Hi All,

So we used this thread to drive change, so that within a few minutes from now we will no longer request a selfie or the credit details to be sent. We have prided ourselves on being quirky, but weird is too much!

We are reverting back to our old procedures and thank you for the frank feedback!

Thank you

Undercover Tourist

You guys are awesome!!!

 

[gwynne]

Hi All,

So we used this thread to drive change, so that within a few minutes from now we will no longer request a selfie or the credit details to be sent. We have prided ourselves on being quirky, but weird is too much!

We are reverting back to our old procedures and thank you for the frank feedback!

Thank you

Undercover Tourist

This is why I think so highly of your business. You are responsive and customer centered. Thank you!

 

[bumbershoot]

Also, what is "1/42th"? You mean 1/42nd. I'd hope representatives of a business would be more professional in their writing, including forum posts, and use proper grammar and spelling

And yet no one cares that Disney makes typos and errors all the time. Problems all over the rundisney event guide, then they said it was accidentally released, but the newly released guide still has problems. Bad error messages (though they've gotten better with that), glitches everywhere. And the crowning achievement was a few years back in the map/guide for DL's Halloween party, pointing us to the meet and greet with the "Stromtroppers".

We can hope all we want for companies to not make errors but that doesn't make it happen.

impacts their purchases and who they buy from. I do wish there was a different end result, that they somewhat acted like they appreciate each customer and/or provided other ways to conduct security checks.

If you hadn't told them to cancel it could have gone differently. Alas once you don't want to do business there is little reason for a Cs agent to do more.



Glad uct hasn't been taken over by aliens.

 

[UnderCoverTourist]

Hi All,

We are truly embarrassed and humbled by this. Our customer service representatives are very happy with this change too.

If you encounter our human customer service representatives, please send them a virtual hug or happy vibes as we should never have put you or them in this position!

We made a mistake. We are sorry.

Thank you

Undercover Tourist
Quirky but no longer weird.

 

[starjazz]

Out of genuine curiosity, can someone please explain this statement: "Unlike airlines, hotels or attractions, we can't verify your identity and/or payment details in person before providing your tickets or reservation."

I personally haven't ever purchased plane tickets, made hotel reservations, etc, in person. I've also never purchased anything from UCT (and I won't, thanks to this thread), so maybe their business and/or the purchasing process is different than that of "airlines, hotels, and attractions," but how so?

As others have stated, I don't think UCT is trying to scam anyone. However, they have some obviously strange business practices that I think open them and their customers up to fraud. In the referenced post, UCT states that "we delete the image upon order release." Isn't there a saying that nothing is ever truly deleted?

Also, what is "1/42th"? You mean 1/42nd. I'd hope representatives of a business would be more professional in their writing, including forum posts, and use proper grammar and spelling.

The first question is explained like this: if you make an online reservation for airplane tickets, you still have to check-in in person before you board the plane. Same goes for a hotel reservation (though online check-in is becoming more popular) and an attraction (like online park tickets - you still show up at the gate in person). Those same rules don't apply to UCT.

Secondly, the 1/42th issue is actually pretty complex. We all know that 1/44 would be said, one forty fourth. But how exactly do you say 1/42? So, I'm very willing to forgive this one as I'd wager that 99% of the people on these boards would be confused by this issue. I know I was. One forty secondth seemed like a distinct possibility for a fraction.

 

[starjazz]

Hi All,

We are truly embarrassed and humbled by this. Our customer service representatives are very happy with this change too.

If you encounter our human customer service representatives, please send them a virtual hug or happy vibes as we should never have put you or them in this position!

We made a mistake. We are sorry.

Thank you

Undercover Tourist
Quirky but no longer weird.

Way to own up to it. This type of service would absolutely make me reconsider using UT, as I'd previously written them off. Thank you.

 

[AngiTN]

Also, what is "1/42th"? You mean 1/42nd. I'd hope representatives of a business would be more professional in their writing, including forum posts, and use proper grammar and spelling.

Ever heard of typos? The get the best among us at times

 

[starjazz]

Ever heard of typos? The get the best among us at times

See my note above - its actually more complex than at first glance. When I said 1/42, I debated in my head - one forty second? That didn't sound right. One forty secondth?? Maybe? I learned something today. I'll say that much.

 

[babyruth]

Hi All,

We are truly embarrassed and humbled by this. Our customer service representatives are very happy with this change too.

If you encounter our human customer service representatives, please send them a virtual hug or happy vibes as we should never have put you or them in this position!

We made a mistake. We are sorry.

Thank you

Undercover Tourist
Quirky but no longer weird.

Thank you.

 

[wilkeliza]

Hi All,

We are truly embarrassed and humbled by this. Our customer service representatives are very happy with this change too.

If you encounter our human customer service representatives, please send them a virtual hug or happy vibes as we should never have put you or them in this position!

We made a mistake. We are sorry.

Thank you

Undercover Tourist
Quirky but no longer weird.

thank you for hearing us.

 

[TXAKDisneyFan]

Ever heard of typos? The get the best among us at times

That was just the most glaring "typo" in their post.

 

[ErinC]

I understand with not wanting to turn it into a budget discussion.

But you also sorta proved my point that I was trying to make. If you have issues with $300+ being tied up...in true DIS fashion is a Disney trip right for you?

If it isn't an extreme burden then why even mention they are college kids with limited funds?

I was a working college student too I wasn't starving nor did I suggest that but at the same time with my limited funds I was concerned with things I needed to use those funds on thus mentioning food, gas, school supplies, books, etc instead of concerning myself with a Disney trip with limited funds. This same advice is given over and over and over on the DIS. If you don't have the extra funds for x,y,z...

I know that wasn't the point of your post. Believe me I get that the whole process can create a hold on one's account unnecessarily because of the need to cancel.

It's just at least to me it comes across as a contradiction and really it doesn't even have to be a college student it could be any person for that matter. $300 is a drop in the bucket for a Disney trip. But that $300 could sure get me plenty of other stuff and if I've got limited funds I'm sure not going to go on a Disney trip. Disney trip on a budget is different than Disney trip with limited funds especially if you don't have $300+ to cover a hold-over on your account.

There are plenty of other things that could cause a hold-over on an account it just seemed heat directed at UT and I get part of the frustration is really at the process being described here in the thread (and yeah like I said I do think it's strange) but it seemed the focus of your post that I initially quoted was more about frustration with a hold-over on the account with people with limited funds and you recommending UT to be used. I guess if it was Disney direct causing the same hold-over on the account would you stop recommending Disney direct to be used? Because the issue would be the exact same..person with limited funds now has hold-over on their account they really can't afford.

We can agree to disagree that's fine no worries really.

Again, I told you this is not a budget board discussion. The issue I have is if they have set aside the money in their accounts, now it's more than likely tied up for a few days before they can use it to repurchase the tickets. I didn't come to this thread to be judged about my college student's budget. You know nothing about the situation and keep assuming things. I posted only over my frustration about the purchase, not to open myself up to people who want to be the budget board police.

I'm glad UCT is making a change. Probably too late for us, but glad to know that they will go about working on a change. As I said earlier, the policy was just not a good business practice. I totally understand the frustration of being scammed and fighting the ill intentioned people, but I felt this policy could open myself and my daughter up to more of that in the long. Again, I appreciate them making the change.

 

[dlavender]

Hi All,

We are truly embarrassed and humbled by this. Our customer service representatives are very happy with this change too.

If you encounter our human customer service representatives, please send them a virtual hug or happy vibes as we should never have put you or them in this position!

We made a mistake. We are sorry.

Thank you

Undercover Tourist
Quirky but no longer weird.

Gotta respect any company willing to make a change when faced with criticism.

It's rare and speaks very highly of your company.

Great job!

 

[TXAKDisneyFan]

The first question is explained like this: if you make an online reservation for airplane tickets, you still have to check-in in person before you board the plane. Same goes for a hotel reservation (though online check-in is becoming more popular) and an attraction (like online park tickets - you still show up at the gate in person). Those same rules don't apply to UCT.

Secondly, the 1/42th issue is actually pretty complex. We all know that 1/44 would be said, one forty fourth. But how exactly do you say 1/42? So, I'm very willing to forgive this one as I'd wager that 99% of the people on these boards would be confused by this issue. I know I was. One forty secondth seemed like a distinct possibility for a fraction.

That makes sense. Although, what about situations where a third party makes a reservation for someone and the credit card holder is never seen in person?

There were plenty of times during college when my parents made airline reservations for me using their credit card, and from a totally different state (them in Alaska, me in Massachusetts). I would check in at the reservations desk, but the airline representatives never once asked to see the credit card used to purchase the ticket, never asked to see my parents' IDs, etc.

What about throw-away room reservations - does someone always actually check into the room? Or what about when a business makes hotel reservations for an employee and the employee does not physically have the company credit card? (My DH has had that happen many times.)

I'm sorry, but "one forty-secondth" absolutely does not make sense.

 

[Lothlórien]

Ummm...no offense to anyone but taking a 'selfie' with me next to a credit card does not prove that I am the same person attached to that credit card so if this is what they are using to validate your identity, completely pointless!

This was my thought exactly. That proves absolutely nothing.

 

[Lothlórien]

They've offered you a solution through the chat and that won't work for you so giving them things other than what they are asking for (like a picture of the CC without a picture of you) will not help. If you are unwilling to do the 'selfie' thing as requested, just wait until you are able to call them. As others have said, they are doing this for your protection and their protection. A phone call will likely solve this issue, as myself and others have previously stated.

How is taking a selfie with a credit card protecting the credit card owner? There is NOTHING to prove that credit card is yours. Asking for a drivers license and selfie is a bit different.

 

[Mackenzie Click-Mickelson]

Again, I told you this is not a budget board discussion. The issue I have is if they have set aside the money in their accounts, now it's more than likely tied up for a few days before they can use it to repurchase the tickets. I didn't come to this thread to be judged about my college student's budget. You know nothing about the situation and keep assuming things. I posted only over my frustration about the purchase, not to open myself up to people who want to be the budget board police.

It isn't the budget board forum for sure but you did bring up budget in the first place by mentioning how it would be putting a hold on a college student's account who has limited funds.it may have not been your intent for sure but it's not really UT's issue that there are limited funds anyways. Now if we're talking thousands of dollars I think most of us here, no matter our situations, would feel the pain there but it still wouldn't be UT's issues unless the hold was taking much longer than it was supposed to to be removed from the account.

I'm not actually assuming anything really.

You said:
~"These are college kids with limited funds. I"m sure the hold on my daughter's debit card will not come off near as quick as they placed it on there. They were trying to order passes for their trip so they can get fastpasses in place and make final arrangements. Just hate that this is what I recommended to them."

~many college students do not have extra funds to tie up $300+ dollars on their debit cards. My own daughter does not have a credit card and keeps limited funds in her checking account for security reasons as well.

You already to me that they had limited funds and don't have extra funds to tie up $300+ but were upset at UT because they were going to be holding the funds. I do feel like you were bringing the heat per se on the wrong party concerning hold-over policy. Companies have their refund and hold-over policies. So as I said if you had purchased stuff from Disney directly and it caused hold-over funds in excess of $300 which you couldn't afford would you then not recommend them to someone?

**It's ok that we don't agree;I'm just providing my thoughts just as you provided your thoughts**

I'm glad UCT is making a change. Probably too late for us, but glad to know that they will go about working on a change. As I said earlier, the policy was just not a good business practice. I totally understand the frustration of being scammed and fighting the ill intentioned people, but I felt this policy could open myself and my daughter up to more of that in the long. Again, I appreciate them making the change.

I completely agree with this. It's absolutely wonderful that the company took the time to not only respond to this thread but actually took to heart the 'whys' behind someone's feelings towards their flagged policy. Many times consumers just feel ignored rather than listened to and this is an instance where they actually listened.

 

[Mackenzie Click-Mickelson]

That makes sense. Although, what about situations where a third party makes a reservation for someone and the credit card holder is never seen in person?

There were plenty of times during college when my parents made airline reservations for me using their credit card, and from a totally different state (them in Alaska, me in Massachusetts). I would check in at the reservations desk, but the airline representatives never once asked to see the credit card used to purchase the ticket, never asked to see my parents' IDs, etc.

What about throw-away room reservations - does someone always actually check into the room? Or what about when a business makes hotel reservations for an employee and the employee does not physically have the company credit card? (My DH has had that happen many times.)

I'm sorry, but "one forty-secondth" absolutely does not make sense.

I know it's slightly different but my senior year of college I worked for the University's bookstore. Anytime a student bought textbooks with a credit card or debit card for that matter not in their name we had to call the card owner and actually speak with them over the phone to verify that it was ok to use the card and to charge it for X amount. Most times it was the parent's credit card but not always. There was only one exception EVER made and it was because the credit card holder was actually in the air on an airplane and thus couldn't get a hold of. Same place but their policy on ID's for purchases other than textbooks was I had to ask each and every time for ID but you could refuse to show it to me..I would still have to ring up your purchase.

I worked for DSW back in the day and we had to ask for ID when using a card...if the ID and the card didn't match you weren't allowed to use it. So for example a spouse uses the other spouse's card. You may have purchasing permission but because the ID and the card didn't match we couldn't accept that method of payment. Now that policy was discontinued but that was only because of a lawsuit filed but that lawsuit wasn't about not accepting a method of payment where the owner of that card was not present.

You do make a very good point though about hotel and airline reservations. It for sure seems different things have different policies (and sometimes those policies don't make much sense).

 

[cigar95]

How is taking a selfie with a credit card protecting the credit card owner?

And I'm still curious why UCT wanted a selfie rather than an ordinary photo. Does it become less secure if my wife takes my photo instead of me awkwardly holding the camera to take my own picture?

 

[MammaMoe48]

It's very possible that you were somehow directed to a fake website that is cloning the real UCT website. That does happen.