WARNING: Disney Vacation Account took money without permission

[Elevationist]

I'm still getting the website down error this morning.

Website Down for Maintenance

The Disney Vacation Account website is temporarily down for maintenance. Please return to this site at a later time. We apologize for the inconvenience and thank you for your patience.

Having never set up automatic payments, my account thankfully wasn't effect by the glitch. However, I need to be able to access my saved funds tomorrow morning when I go to book my 2016 trip, and part of that is logging in to get my account number. Now I'm worried that I won't even be able to do that! I'll put the package on a 7-day hold if I have to, and that would give Disney another week to sort this mess out and bring the website back up to fully operational status. But beyond that, I'm going to be pretty upset if I can't deposit my booking.

 

[NanO754]

Well, it's Sunday morning and the DVA website is dowwwwwnnnnnn.... same maintenance message.

 

[Littlelulu01]

I'm still getting the website down error this morning.

Website Down for Maintenance

The Disney Vacation Account website is temporarily down for maintenance. Please return to this site at a later time. We apologize for the inconvenience and thank you for your patience.

Having never set up automatic payments, my account thankfully wasn't effect by the glitch. However, I need to be able to access my saved funds tomorrow morning when I go to book my 2016 trip, and part of that is logging in to get my account number. Now I'm worried that I won't even be able to do that! I'll put the package on a 7-day hold if I have to, and that would give Disney another week to sort this mess out and bring the website back up to fully operational status. But beyond that, I'm going to be pretty upset if I can't deposit my booking.

If you have your account number from DVA you should be able to use the funds. It's a 16 digit number. If you don't have the account number good luck. I had to wait until the site was working for a min. When you can log in you write down the portion of the account number shown on the website and request they send you the last four digits via email.

 

[kitkat4622]

If you have your account number from DVA you should be able to use the funds. It's a 16 digit number. If you don't have the account number good luck. I had to wait until the site was working for a min. When you can log in you write down the portion of the account number shown on the website and request they send you the last four digits via email.

thank God I got mine the other day when it was up for about 10 seconds. I will be booking my package tomorrow...

 

[nobellybutton]

thank God I got mine the other day when it was up for about 10 seconds. I will be booking my package tomorrow...

I did the same when I was able to temporarily log in I figured better to have the acct# in case this continues and after I received an email stating no charge AND I removed auto payments from my account. GUESS WHAT? I have a pending transaction dated for tomorrow 6/22 @&!%#?! I hadn't planned on closing it until now. I removed my auto payment AnD the still charged

 

[BlackMagicWoman]

Got my usual deduction yesterday and put some in. For some reason I thought that the daily max was a $1000. I went to put more money on today and the website is down again. Grrrrrrrrrr

 

[Elevationist]

If you have your account number from DVA you should be able to use the funds. It's a 16 digit number. If you don't have the account number good luck. I had to wait until the site was working for a min. When you can log in you write down the portion of the account number shown on the website and request they send you the last four digits via email.

And that's exactly my problem. I have the last four digits from when it was emailed to me back at the beginning of the year, when I used my DVA to pay for a different trip. But I never wrote all 16 digits down, I just pulled the first 12 from the website and the last 4 from the email.

 

[Marionnette]

And that's exactly my problem. I have the last four digits from when it was emailed to me back at the beginning of the year, when I used my DVA to pay for a different trip. But I never wrote all 16 digits down, I just pulled the first 12 from the website and the last 4 from the email.

I think that it's the opposite...last 4 are displayed on the website and first 12 can only be acquired through email. Perhaps you have that email archived? I had printed my email out the last time that I did the request and I know that I only wrote 4 additional digits on the paper (I have it in front of me).

Maybe this info will help you piece the entire account number together.

 

[kitkat4622]

System Unavailable
We're sorry. Our systems are temporarily unavailable and we are unable to create your Disney Vacation Account. Please try again later.

this message is getting really old and really frustrating...when the hell are the IT people going to fix this issue....they are dealing with people's money and should have had this fixed DAYS ago....just venting

 

[Marionnette]

System Unavailable
We're sorry. Our systems are temporarily unavailable and we are unable to create your Disney Vacation Account. Please try again later.

this message is getting really old and really frustrating...when the hell are the IT people going to fix this issue....they are dealing with people's money and should have had this fixed DAYS ago....just venting

Can you imagine the outrage if an actual bank's website went down for more than a week, with no answers for the customers as to when they would resume operation, no back up for accessing customer accounts and no means for the customer to spend the funds in their accounts? There are going to be a lot of heads on the chopping block over this mess.

 

[tp1830]

Monday morning...a full 7 days later...still the silly maintenance message.

Larger companies, with more internet hits have had IT issues but still managed to keep their front end working while they fixed the back end. At the least, give us the ability to do a snapshot of our accounts...who knows what they are doing. Maybe they cleared all our accounts, maybe there is no more DVA...but quite honestly, if you have an emergency team working on this, there is NO way it takes 7 days to iron this out.

 

[jshoemak]

Monday morning...a full 7 days later...still the silly maintenance message.

Larger companies, with more internet hits have had IT issues but still managed to keep their front end working while they fixed the back end. At the least, give us the ability to do a snapshot of our accounts...who knows what they are doing. Maybe they cleared all our accounts, maybe there is no more DVA...but quite honestly, if you have an emergency team working on this, there is NO way it takes 7 days to iron this out.

Agree 100%!

 

[lugnut33]

So, is this a Disney issue or a Chase issue? I know it says Disney in the name, but is it actually being run by Chase?

 

[dancef150]

This is way more than "glitches" in an upgrade. It has been going on way too long, and they are not even staying in contact with customers. Has anyone heard of anything beyond the "We are working on it" statement that they are giving?

 

[Marionnette]

So, is this a Disney issue or a Chase issue? I know it says Disney in the name, but is it actually being run by Chase?

I was reading over the terms and conditions from when I opened my account. It's very confusing. Chase acts as a banking agent for Disney in this case. Your deposits are FDIC insured and they cannot be used by the Walt Disney Corp. for any purpose other than to pay for your vacation expenses. If the WDC were to go bankrupt, your deposits would be protected from their creditors.

However, they are very vague as to who runs the actual website. I've had accounts with Chase for years and I have never seen them have an IT bungle like this. They do maintenance on their website every Sunday morning and you cannot log into it for a couple of hours. However, they don't take it down completely, like the Disney Vacation Account website has been. This leads me to believe that it's a Disney IT SNAFU.

ETA: link to a cached version of the Terms & Conditions.
Further edit: Sorry, yahoo cache updated to today's version of the website and now shows the "down for maintenance" screen. Good thing I printed it out before it changed.

 

[CinderElsa]

I want my money OUT of this account. The absolute disregard for customers is appalling. The second the site comes back online, I am sending every dime off to (nearly) pay for a 2016 trip and I will NEVER put money into a DVA again. Ridiculous.

Verizon had this issue under control within hours and they must have tens of thousands of customers. Disney needs to overhaul the entire IT team associated with this incident. If you can't do your job, find a new job. I know what my employer would say if I screwed up something this major and couldn't get it fixed within an hour, much less a week.

 

[NanO754]

Found a couple moments when the site was up Saturday and after 2 attempts I think I was able to request all my funds and close the account. I sure hope I get a reply/action from DVA this week. Is anyone there even? I wonder! DVA has lost my trust and it's not worth the aggravation.
It's not over yet... website is still down this morning :/

 

[dancef150]

Pasted from Terms link

11. Disney is not a bank and does not act as agent for a bank. All payments to your Account and all payments made by other customers to other accounts in the Program are combined and held by a bank in a non-interest bearing deposit account (the "Program Bank Account") which is insured by the Federal Deposit Insurance Corporation ("FDIC"). The Program Bank Account is held in the name of "Walt Disney Travel Co Inc as Agent For Benefit of Its Customers Participating in the Disney Vacation Account".

12. As of the initial launch of the Program in 2013, Disney maintains the Program Bank Account with JPMorgan Chase Bank, National Association, which has a place of business at 1111 Polaris Parkway, Columbus, OH 43240. Disney may move the Program Bank Account to one or more other FDIC insured banks from time to time.


From what I see here, Walt Disney Travel Co Inc. holds an account at JP Morgan Chase Bank. Disney combines all DVA accounts into an account (the "Program Bank Account") at Chase. So this is a Disney issue from what I see.

 

[Elevationist]

Well, I booked my October 2016 package this morning, but placed it on the 3-Day Hold option (it would appear they must be doing away with 7-Day holds in 2016), to hopefully give DVA a few more days to straighten their crap out and bring the website back up. My deposit is due by COB on Thursday this week, so if I still can't login to my DVA to get my account number by that morning, I'm going to be on the phone with some choice words. This whole thing is so freakin' ridiculous.

 

[jtowntoflorida]

Does anyone really care whose fault it is? Don't you just want your money?

Of course it's a Disney's issue, regardless of who the banking partner is! Disney picked Chase! And since Chase isn't reporting any huge online outages, I don't think this is a Chase issue anyway. As others have said, it would be unprecedented for a bank, particularly a bank the size of Chase, to have an outage last this long. The banking regulators would be all over Chase if this was their issue, and they'd probably be facing major regulatory fines and penalties.