WARNING: Disney Vacation Account took money without permission

[CinderElsa]

It is unfortunate that glitches sometimes happen. It is unthinkable that they don't yet have it fixed or even a plan to fix it. It is UNFORGIVEABLE that they haven't so much as sent out an email to those affected at least acknowledging that there is a problem. That flabbergasts me.

I can confirm that as of this morning, when the second (unauthorized) charge hit my CC, there had been no communication from Disney/Chase whatsoever.

 

[jtowntoflorida]

I asked her what her phone number is since I'd been transferred all over and she said 404 934-7639 but I think that's just another main Disney number like the first number I tried. She did say to ask for Guest Services since Guest Services are the ones who received a note this morning that a glitch had occurred and that refunds will follow. Nobody else I talked to knew about the Disney Vacation Account program :/

You can't call Guest Relations, you have to email them. Many, many times if you have a specific complaint like this and put your phone number in your message they'll call you to talk to you about it. wdw.guest.communications@disneyworld.com

I have no dog in this fight, but I've been following this thread and I think this whole situation is messed up. It may not be Disney's direct fault if Chase is running the program, but they're a Disney vendor, Disney's name is on the program, and therefore it's a Disney problem to resolve. It doesn't matter that it was unintentional...this is a big screw up on their part and they should get it fixed ASAP.

 

[NanO754]

Totally agree that this is unacceptable, especially if it's indeed Monday before accountholders have access to their accounts!

I commented on Twitter about this and received a reply from a reporter at the Orlando Sentinel who covers Disney. I'll let her know about this thread and perhaps this will get some publicity and perhaps action!

 

[jtowntoflorida]

Totally agree that this is unacceptable, especially if it's indeed Monday before accountholders have access to their accounts!

I commented on Twitter about this and received a reply from a reporter at the Orlando Sentinel who covers Disney. I'll let her know about this thread and perhaps this will get some publicity and perhaps action!

This is definitely the best way to get Disney's attention!

 

[jshoemak]

You can't call Guest Relations, you have to email them. Many, many times if you have a specific complaint like this and put your phone number in your message they'll call you to talk to you about it. wdw.guest.communications@disneyworld.com

How long does it take to usually get a response when you contact them via email?

 

[jaccceee]

Does anyone know if we will be able to book packages on Monday using our account if the website is still down?

I just called Disney and paid for my October trip using my DVA! She didn't know if she could do that. I told her just use it as a gift card. She told me how much I had in my DVA. I don't think DVA even knows how much I have in my acct.

 

[kitkat4622]

I just called Disney and paid for my October trip using my DVA! She didn't know if she could do that. I told her just use it as a gift card. She told me how much I had in my DVA. I don't think DVA even knows how much I have in my acct.

How does the booking agent not know about this disney savings account? So when I call on Monday I give them my account number and tell them it's a gift card and they take out what I authorize them to?

 

[Littlelulu01]

I put an extra $1000 in my Disney vacation account last weekend in anticipation of purchasing my annual passes today with my vacation account funds. Our fast pass window opens tomorrow. When I made the extra $1000 contribution I also discontinued auto withdrawals and received a confirmation that this was accomplished.

A couple days ago I got an alert from Amex saying another charge was placed from Disney vacation account. I have never had an unauthorized charge post to an account but I figured they fixed it so was not too worried.

What really upsets me is the fact that I am not allowed to use the Disney vacation account funds to purchase my annual passes now because the account is frozen until Disney gets the glitches worked out. This vacation was very meticulously planned out to maximize any possible savings. I have every meal reservation.... For my August trip. I booked this trip the day my 11 month window opened on DVC. The annual pass price increased and so I opened a DVA to get at least a little savings to offset the pass price increase. I was excited to get the passes purchased today and make my FP selections, which I also had all mapped out.

The rep I spoke with at Disney vacation account in California suggested I purchase the annual passes and then request a vacation account refund when the system goes back online. Who knows when this will happen. She did say the funds would be credited back within 3-4 business days. If I do this though I lose the miles on my credit card and the Disney gift card. I know this doesn't sound like much but part of the reason we take so many vacations is because I plan so far ahead with mileage flights and little extra savings here and there like the $20 per 1k in the DVA.

All so highly frustrating!! I shutter to think about all the $ I spend on Disney. I hope they make things right.

 

[CinderElsa]

Hey, we're in the news!

http://www.orlandosentinel.com/business/os-disney-vacation-account-glitches-20150618-story.html

 

[jshoemak]

I'm able to log into my account now...

 

[Littlelulu01]

I just called Disney and paid for my October trip using my DVA! She didn't know if she could do that. I told her just use it as a gift card. She told me how much I had in my DVA. I don't think DVA even knows how much I have in my acct.

Did you know your DVA number? I was told by DVA that I can't make a purchase because I don't have the 16 digit number and they have no way to look it up because the account and funds are frozen.

 

[jshoemak]

Your full account number is entered as a gift card, I believe.

 

[Bree]

I can get into mine too. Now....do I dare try adding my pile of gift cards????

 

[mmouse1239]

I just checked, and I had an additional withdraw from my checking account. Called them and got the same "we're working on it" spheel. Someone is supposed to call me????

 

[materwelon]

I got into mine just now, added two more gift cards, got my account number, called the phone number for the cruise line and moved all the $$ to my onboard account and then requested my bonus cards. Phew!

 

[NanO754]

Well the website just came up a few minutes ago... gave me the chance to ask my 'what the heck happened' questions in their Contact Us text boxes. I don't know if they'll reply but I sure hope to hear some kind of assurance that they'll be correcting the charges asap and respond to account holders better if there's a next time. :/

I don't know if it was the publicity (thank you Sandra Pedicini at Orlando Sentinel) or the glitch just now got fixed.

Now we wait and see if they correct the unauthorized charges to our accounts....

 

[kitkat4622]

I too was just able to get into my account. there is a double charge on my account and I will be calling on Monday with my account number to book my package

 

[Littlelulu01]

All is well. I was able to log into my account and then purchased Dvc discounted annual passes with my DVA funds. It auto loaded the passes in MDE and I can now make my FP selections. What a pain though!! I spent the better half of today on this.

 

[kidsfirsttrip]

All is well. I was able to log into my account and then purchased Dvc discounted annual passes with my DVA funds. It auto loaded the passes in MDE and I can now make my FP selections. What a pain though!! I spent the better half of today on this.

Ugh awful. Glad it worked out for you. Definitely send a letter of complaint. I feel you should get something for all your frustration.

 

[MargaretJ]

Yep site is back up and I asked for a Full Refund. Do not want to cancel the account until the refund is in my hand but I did try to stop future contributions & was not able. Site just looping back to same page so I called Disney. Feel sorry for the CM's on the phone as not their fault but this woman had absolutely no clue what was going on. I asked how I could stop contributions & she said you had to do on-line, explained I could not & she said give it a few days. By that time my official contribution will come out! Again I know not her fault but asked her to please tell those higher up how poorly this was handled. I asked about refunds for money taken out and when that would be refunded. She told me NO refunds have been processed yet as they are still trying to find out what happened. This is really sad that almost 3 full days have passed & no information from Disney has been provided to anyone affected.