WARNING: Disney Vacation Account took money without permission

[lugnut33]

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.

Keep in mind that everything Disney does lately has been about the bottom line and big bonuses for Iger. I wouldn't be surprised if the people are competent, but they are just given a poor budget to work with and it's why you see no marked change for the better in Disney IT over the years.

 

[CinderElsa]

Keep in mind that everything Disney does lately has been about the bottom line and big bonuses for Iger. I wouldn't be surprised if the people are competent, but they are just given a poor budget to work with and it's why you see no marked change for the better in Disney IT over the years.

That may be the case, but there's simply no excuse for not contacting affected customers or, at bare minimum, getting a message up on that website to acknowledge that there has been a glitch and it's currently being worked on. If I had FTP access to their website, I could do it for free from my house. No matter what the budget is, it was handled poorly.

 

[tp1830]

Even worse, there was a news report on NBC in Orlando...the reporter said that Disney exec didnt' want to speak on camera, but confirmed that everything would've been fixed that evening (last thursday)....now 4 days later and still no fix. I guess they just don't care to fix it right away...because with good money and the right people, the problem could've been fixed that same day.

 

[dancef150]

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.

Its not about whose fault it is... its about who is is the most effective contact and actually responsible for the withdrawals, and lack of access to our money... If it was chase then we would be focusing on contacting chase, but it is disney so that is where we need to be contacting.

 

[Marionnette]

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.

I don't think that it is so much about assessing fault as it is about who to turn to when trying to get answers. I think that we can all agree that our primary concern is getting access to our vacation funds and correcting the erroneous automatic withdrawals some people have had to contend with.

 

[dancef150]

The site is up now!

 

[CinderElsa]

The site is up now!

Not really... can't get in.

 

[Marionnette]

The site is up now!

Can't get past the login screen. The suitcase just gets packed over and over again.

 

[dancef150]

Not really... can't get in.

Your right... I couldn't login either..
SORRY!!!

 

[Jing]

Aaaaaaaaaaand we are back to the down for maintenance screen again

 

[Elevationist]

Aaaaaaaaaaand we are back to the down for maintenance screen again

 

[Littlelulu01]

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.

This might be grasping but do you think that you or Disney might have the 16 digit number from your old reservation. I think they are entered as a gift card number and perhaps your last trip details have that 16 digit gift card number which would probably be your DVA number.

From the CM's I spoke with last week, it's my understanding that they have zero ability to access anything on DVA website so they can't help you. Since you really have no idea how long everyone is frozen out of the system perhaps they can do some sleuthing for you to get your DVA # from your last reservation gift card. Once I had the 16 digit number I was able to use it as a gift card on the Disney site to place my order and the funds were supposedly used from DVA.

When this account was set up initially I was not given the full account number. From the instructions as I can remember, it sounded like when we wanted to book our trip we could just request it from DVA website and they would email the missing part of our account number, which then is used with the remainder of the account number on DVA website. That setup was obviously a disaster in hindsight because now all these people, including Disney have no access to funds because no way to get into DVA to get the account number and have them email the remaining numbers to us. Good luck and keep stalking their website and hopefully you will get lucky enough for the system to work long enough for you to retrieve the number and get the remainder emailed to you.

I find the freezing of the funds and non ability to access them for this length of time far worse an issue than the accidental glitch that took out the additional payments in the first place.

 

[Atobias]

Is anyone else really surprised this hasn't caught on more in the media or any other blogs/social media? Aside from the Orlando Sentinel story last week I haven't seen it mentioned anywhere else! Whenever a big company messes with people's money it always makes the news!!!

 

[Elevationist]

This might be grasping but do you think that you or Disney might have the 16 digit number from your old reservation. I think they are entered as a gift card number and perhaps your last trip details have that 16 digit gift card number which would probably be your DVA number.

This is exactly what I was thinking, too! I'm hoping that maybe Guest Services can pull up my booking from my April stay just a couple months ago, and retrieve my account number from it if need-be. Fingers crossed!

Good luck and keep stalking their website and hopefully you will get lucky enough for the system to work long enough for you to retrieve the number and get the remainder emailed to you.

Thankfully, I still have the email with the remainder in my inbox. I just need to get the portion off the of the website! And once I have all 16 digits, it's going in my wallet so that I never have this problem again! However, despite having had such a good experience using DVA up until this point, now I'm seriously considering closing my account. I don't want it to come to that because it's been really helpful for me (I'm a terrible saver). But I'm pretty upset over this whole situation.

I find the freezing of the funds and non ability to access them for this length of time far worse an issue than the accidental glitch that took out the additional payments in the first place.

I agree!!!

 

[tp1830]

http://www.wesh.com/news/money-withdrawn-from-disney-vacation-accounts-unexpectedly/33680968

But def not enough attention it should have. There is no resource, no communication, no response from anyone involved with DVA.

https://disneyinstitute.com/

If i was a business owner and saw them charging to teach management and all then see the results of how they are handling the DVA crisis, i can't imagine who in their right mind would pick Disney. I mean, come on, if you're going to talk the talk, walk the walk.

 

[Chief Powhatan]

I was just able to get in. Hopefully the issue is resolved.

 

[tp1830]

Finally got the home page...put in my info and the site said...we logged you off for your security!

Reload page....maintenance

I don't want to put a hammer to my laptop...is there in anyone in Disney IT that i can put a hammer to?

 

[MommyTaraLee]

and... just like that... down for maintenance error again...

 

[Elevationist]

I was just able to get in. Hopefully the issue is resolved.

I'm trying to get in now, but I'm stuck on the animated suitcase screen with the message "Please Wait. Please do not refresh this page or use the Back button during this operation. We're adding up your savings now." It won't move past that, and I've been waiting over 5 minutes.

 

[dancef150]

I just get: Down for Maintenance