Written Verification of Point Balance

[DVCinderella]

I would like to request a written statement, or verification, of my point balance, after a recent discrepancy. Although I have made a number of verbal requests through MS, I have yet to receive a statement. Is there someone I should write to at DVC?

 

[CarolMN]

Why don't you just send MS an email. I did that and got confirmation that my balance was what I thought it should be.

Best wishes -

 

[DVCinderella]

Hi Carol,

Thanks for the suggestion! I'm actually looking for more of a breakdown of my point usage, rather than just a point total (I should've been more specific in my OP). The discrepancy has me a bit nervous, and that's why I want something in writing from DVC verifying my point usage to date, and my remaining balance.

My account was basically charged for a room that I never booked. DH and I were staying at BWV for a week, and for some reason a second room was charged to our account for one night in the middle of our stay. According to MS and the BW front desk, no one ever checked into that room, however points were deducted from my account for the forfeited night.

I've seen a name posted on this board for a DVC contact who helps members with problems or complaints, however I can't recall her name. I thought it would be best to direct my letter to someone in particular, rather than "To whom it may concern".

 

[CarolMN]

You must be thinking of the Member Satisfaction Manager, Her name is Carli D'Agostino. More info re contacting her in this thread.

Sorry you had that problem and hope Ms D'Agostino gets it corrected for you.

Best wishes -

 

[Dean]

Just send an email, it usually comes in about a week. You should know that they are VERY complicated and confusing. It may not help you as much as you think. In preparation, you should gather as much info as you can such as previous reservations and dates over the last couple of years.

 

[DVCinderella]

Thanks Carol...that's the name I was looking for!

Dean - Thanks for the heads up about the confusing print-outs DVC sends. I've never seen one. I retain all of my confirmation letters, and I keep a very detailed list of reservation, cancellation and banking numbers, and point usage. That's why I knew there was a discrepancy right away when asking MS to confirm my point balance.

 

[Dean]

Originally posted by DVCinderella
Thanks Carol...that's the name I was looking for!

Dean - Thanks for the heads up about the confusing print-outs DVC sends. I've never seen one. I retain all of my confirmation letters, and I keep a very detailed list of reservation, cancellation and banking numbers, and point usage. That's why I knew there was a discrepancy right away when asking MS to confirm my point balance.

If you're dealing with points balances into the future, there are sometimes hidden points that the computer can't see in certain situations. Let us know what happens.

 

[Sarahsal]

Dean-would you mind explaining what you mean by 'hidden points?' Thanks much.

 

[Dean]

Originally posted by Sarahsal
Dean-would you mind explaining what you mean by 'hidden points?' Thanks much.

I'll try. There are times when DVC is looking ahead at future use years when all points do not show up. I don't know exactly when this shows up but it's happened to me a couple of times. It seems to happen when you're looking ahead two use years AND have borrowed points. Maybe someone else has had the same issue arise and can comment further. I know when it happened to me a supervisor could see the correct points but the regular personnel could not.

 

[Sarahsal]

Thank you Dean. Happy Thanksgiving.

 

[msdis]

I've had this issue many times where they "can't see" points and it's because we have many contracts (6) at 2 resorts and some are on a "different page". I've had to keep extra special track because things often times get confused.