Why do I get the grumpy CMs?

[Rhongepooh]

Ok, just got off the phone AGAIN and finally getting a disney mistake taken care of. I am a little jealous of others that I've read about having such great help with complaints. Here was my situation. . .

I CALLED and made reservations for Hoop De Doo for our upcoming trip. I left my CC info to GUARANTEE the tickets because we were using the DDP and I explained that to the CM. Well a few days later I check my CC statement and I have been billed for this meal already AND I was overcharged... was charged an adult price for a 1 year old. SO, I call and cancel and REBOOK it and am told it will take 1 to 2 billing cycles to get a credit for my money. This upset me because that means I have to pay the interest on Disney's mistake. So, I write a nice letter explaining that I am upset about this. . .

So, I get a call from a CM about my complaint and all she pretty much says is maybe your credit card company won't charge you for it! Then she asks for the old confirmation number which I didn't have on me at the moment. She tells me, rather shortly, that I need to call her back with this information. I finally call her back and she says to me, "You must have booked it online yourself". . . to which I replied, "No, I always call for my dining reservations." . . . I find that they have sent the credit to the CC company and she says, "I'm closing the complaint now but call back if they don't credit it within the next couple of months.

Now I'm not expecting anything free but I DO think I should NOT have to pay the finance charges that will come with waiting for this to go through my credit card company. I don't think I EVER even got a "I'm so sorry we messed this up for you.". . . just a little disappointed. . .

 

[Happy 2 B Me]

Call the CC, put in a complaint and let them know you were doubled billed for same service. CC Co will more then likely take the wrong amount off CC until matter is cleared up. This is one reason I like paying most items with a cc and not debit. Hope this helps.

 

[minnie mum]

I guess I'm a little stuck at the beginning, wondering why you cancelled and rebooked the ADR in the first place for a credit card mistake.

Further, any time we've had a billing issue, and there has been a credit given to our credit card, it has come through in a couple of weeks. I think I would have been more likely to just wait and see how long it took, and then, if late payment charges even became an issue, would contact Disney with the complaint at that time. And if you just pay off the credit card in the first place, you won't have late charges to worry about. But wait a minute, didn't you also say that the CM told you that the credit had already been issued? So why are you so upset now?

And lastly, whenever talking to Disney reservations, whether it is for rooms or dining, you ALWAYS need to have your confirmation numbers in front of you. Disney needs this information in order to help you.

 

[Momw/aplan]

I guess I'm a little stuck at the beginning, wondering why you cancelled and rebooked the ADR in the first place for a credit card mistake.

Further, any time we've had a billing issue, and there has been a credit given to our credit card, it has come through in a couple of weeks. I think I would have been more likely to just wait and see how long it took, and then, if late payment charges even became an issue, would contact Disney with the complaint at that time. And if you just pay off the credit card in the first place, you won't have late charges to worry about. But wait a minute, didn't you also say that the CM told you that the credit had already been issued? So why are you so upset now?

And lastly, whenever talking to Disney reservations, whether it is for rooms or dining, you ALWAYS need to have your confirmation numbers in front of you. Disney needs this information in order to help you.

I don't understand the cancel/rebook part either, but to be fair to the OP, she said she didn't have the conf# on her when the CM called her back. The CM very well may have called her at work or on her cell when she was away from home. I probably wouldn't have my conf# on me 24 hours a day either. The CM didn't have to get rude about it, and I am surprised since this was an ongoing established issue that they didn't already have access to her old conf# available to them in the case records.

 

[minnie mum]

I don't understand the cancel/rebook part either, but to be fair to the OP, she said she didn't have the conf# on her when the CM called her back. The CM very well may have called her at work or on her cell when she was away from home. I probably wouldn't have my conf# on me 24 hours a day either. The CM didn't have to get rude about it, and I am surprised since this was an ongoing established issue that they didn't already have access to her old conf# available to them in the case records.

What you said makes sense. It hadn't occurred to me that a CM would call someone at work....guess I've been retired too long!!

 

[Anthony1971]

Concerning the Credit Card issue:
a charge is immediate
a void can take up to 14 days to be released-- if you have a 500 credit limit and charge 100.00 then decide you do not want the item the store or merchant voids it rather than refunds it-- the charge will not show up but will hold the 100 of your credit limit now giving a 400 limit
a refund can take up 30 days from the day the merchant issues the refind
NONE of this has anthing to do with disney it is through the bank which issues the credit card and done to prevent fraud.... as they say
In other words read the fine print of the huge book you get with your CC and you will know the specifics for that card or you can call and ask as the times vary by bank.

 

[Rhongepooh]

Concerning the Credit Card issue:
a charge is immediate
a void can take up to 14 days to be released-- if you have a 500 credit limit and charge 100.00 then decide you do not want the item the store or merchant voids it rather than refunds it-- the charge will not show up but will hold the 100 of your credit limit now giving a 400 limit
a refund can take up 30 days from the day the merchant issues the refind
NONE of this has anthing to do with disney it is through the bank which issues the credit card and done to prevent fraud.... as they say
In other words read the fine print of the huge book you get with your CC and you will know the specifics for that card or you can call and ask as the times vary by bank.

No it DID have everything to do with Disney. The CM that I originally made reservations through BOTH over charged me (by charging me an adult price for a 1 year old) AND by charging me for the meal instead of just doing a CC hold since I was using the dining plan and made the CM aware of this.

 

[Rhongepooh]

Concerning the Credit Card issue:
a charge is immediate
a void can take up to 14 days to be released-- if you have a 500 credit limit and charge 100.00 then decide you do not want the item the store or merchant voids it rather than refunds it-- the charge will not show up but will hold the 100 of your credit limit now giving a 400 limit
a refund can take up 30 days from the day the merchant issues the refind
NONE of this has anthing to do with disney it is through the bank which issues the credit card and done to prevent fraud.... as they say
In other words read the fine print of the huge book you get with your CC and you will know the specifics for that card or you can call and ask as the times vary by bank.

No, I think you are wrong on this one. When you are using the Disney Dining plan on an experience like this or any other signature dining, you give them your CC info as a guarantee but it is not CHARGED unless you (1) don't show up or (2) show up but don't use your dining plan for this.

 

[Rhongepooh]

I guess I'm a little stuck at the beginning, wondering why you cancelled and rebooked the ADR in the first place for a credit card mistake.

Further, any time we've had a billing issue, and there has been a credit given to our credit card, it has come through in a couple of weeks. I think I would have been more likely to just wait and see how long it took, and then, if late payment charges even became an issue, would contact Disney with the complaint at that time. And if you just pay off the credit card in the first place, you won't have late charges to worry about. But wait a minute, didn't you also say that the CM told you that the credit had already been issued? So why are you so upset now?

And lastly, whenever talking to Disney reservations, whether it is for rooms or dining, you ALWAYS need to have your confirmation numbers in front of you. Disney needs this information in order to help you.

Ok, when I found out that I had been charged for this I immediately called to straighten this out. I was told that I could (1) leave things alone and just have 2 TS credits that I could use on something else or (2) cancel this reservation so I could get my money back. Since I have my dining plans figured out I decided to cancel so I could get my money back. However in doing so, I would be cancelling the dining that I wanted. . . hence the rebooking it. I cancelled the old reservations so my CC would be credited for a dinner reservation that I shouldn't have been charged for in the first place. . then I rebooked the reservation that was needed that would NOT be charged to my CC only guaranteed through the CC.

As for why I didn't have my confirmation number in front of me, I WAS at work. When I wrote a letter of complaint I listed my cell phone number.

Like I said before, I wasn't expecting anything free but come on people, I hate to break it to some of you but. . DISNEY DOES MAKE MISTAKES EVERY NOW AND THEN! Those of us who have a problem are not communist who are looking to bring about the end of the world by making a complaint to Disney.

Will this affect my trip? No, but it sure did aggravate me and the MAIN thing that would have made a difference was if the CM to have just apologized and said they were sorry. That's it.

 

[summermac]

Dispute the charge on your credit card. There will be no interest charged while they are investigating. Problem solved.

And really if you get credited after the billing cycle ends, big deal. It then reduces your bill for next month. (I am assuming you pay off the balance every month.)

 

[disnut8]

Dispute the charge on your credit card. There will be no interest charged while they are investigating. Problem solved.

Yep - then it's between the credit card company and Disney. I have to do it all the time with my work. We have a lot of company credit cards and anytime someone doesn't agree with the charge, I have to dispute it. It's put on hold, the companies "fight" it out, and the cardholder is not responsible. Plus, credit card companies really are not that bad and will waive fees with a simple phone call from you.

You seem upset and you have every right to be but I have to deal with this all the time and you won't have to pay anything out of your pocket. Remain calm when dealing with the two parties and it'll be OK.

 

[kandb]

OP disney screwed up and they should of mailed you out a check immediately since you shouldn't have to wait 2 or 3 billing cycles to get a credit from an error on their part. Don't listen to alot of the posters on this board, who can never say "disney screwed up". I don't blame you for being annoyed, who has the time to contact disney and the credit card company, write letters, etc. Lately, there are so many people who "attack" people who say anything negative about disney. It's annoying, just ignore them.

 

[Rhongepooh]

OP disney screwed up and they should of mailed you out a check immediately since you shouldn't have to wait 2 or 3 billing cycles to get a credit from an error on their part. Don't listen to alot of the posters on this board, who can never say "disney screwed up". I don't blame you for being annoyed, who has the time to contact disney and the credit card company, write letters, etc. Lately, there are so many people who "attack" people who say anything negative about disney. It's annoying, just ignore them.

Thanks! And I agree. I've seen several things that others have posted and they get majorly FLAMED for saying. . . God forbid. . . Disney screwed up.

You know I love the place just as much as others do but you know sometimes they screw up. I think what upset me the most was there was no real acknowledgement from the company that they screwed up. The CM that I talked to actually said, "You must have done this online because it's messed up so much.". . . I told her, "No I NEVER make my dining reservations online".

 

[Rhongepooh]

Dispute the charge on your credit card. There will be no interest charged while they are investigating. Problem solved.

And really if you get credited after the billing cycle ends, big deal. It then reduces your bill for next month. (I am assuming you pay off the balance every month.)

Thanks! And actually I usually don't use this card AT ALL. . . just use it in case of emergencies so that's how I knew how it got screwed up. Thanks for the advice.

 

[Rhongepooh]

Yep - then it's between the credit card company and Disney. I have to do it all the time with my work. We have a lot of company credit cards and anytime someone doesn't agree with the charge, I have to dispute it. It's put on hold, the companies "fight" it out, and the cardholder is not responsible. Plus, credit card companies really are not that bad and will waive fees with a simple phone call from you.

You seem upset and you have every right to be but I have to deal with this all the time and you won't have to pay anything out of your pocket. Remain calm when dealing with the two parties and it'll be OK.

Thanks! I appreciate it. . . especially that part about having the right to be upset! You know, I LOVE the place and this won't change my mind about going back it just irked me that they didn't seem to take responsibility of messing up.

 

[Rhongepooh]

Call the CC, put in a complaint and let them know you were doubled billed for same service. CC Co will more then likely take the wrong amount off CC until matter is cleared up. This is one reason I like paying most items with a cc and not debit. Hope this helps.

Thanks for the advice. You know I actually wasn't think about this . I was more upset that the CM was trying to put the blame on me when they obviously screwed it up. You know a simple apology goes a LONG way with me!

 

[Keegansmommy]

I hope you get it figured out soon!

We recently had a CM argue (yes argue) with my husband on the phone that they did NOT offer Magical Express between 10 a.m. and 6 a.m. He kept saying "Yes, you DO offer it. You just have to pick up your own luggage." She would not take his flight info because she said there is NO service at all during that time and we could pay for a shuttle and gave him the Mears number. I was so mad.

I called back and talked to another CM who was mortified that the other CM had her info wrong and wasn't very polite. She happily took our information and got us set up for Magical Express for our 10:15 p.m. arrival!