Disney Payment SNAFU

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Fri, 08/03/2012 - 23:45

Kristen K.

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Disney Payment SNAFU

I am so upset right now I am absolutely beside myself. (
I just need to vent someplace, so please bear with me.

I made a payment to Disney on the October vacation (the one I thought I would have to cancel) and somehow Disney messed up the payment. I thought I would add an extra $100 from a little side bank account today. I knew I would be pushing our budget for the next two weeks without that money but if I was careful I thought I could do it. I really want this trip paid off. But instead of charging my $100.. they sent the charge through to pay off my trip almost $500!!

My TA has them reversing the charge, but Disney said that it could take 7-10 DAYS! Oh.. my.. god.. my account is going to overdraw when the bills I paid this morning post. I'm livid, and panicked, and my TA was so calm. I called my bank and they were semi-helpful. They said my TA could fax them explaining the mistake and that they would release the funds early. That should be happening right now but it will be hours before I can confirm it's OK.

I don't use a TA, even before I was DVC I never used a TA I did everything myself. But I figured that since I know so many these days I'd send some business a friend's way, I'd get free dining, and it would be good for everyone. NOT SO GOOD TONIGHT. I can't say that I'll ever use a TA again, especially since he told me that this had happened to another guy not long ago. WTF!? Does Disney have a habit of just charging whatever they want?

This is just crazy... and I'm so upset. Have you ever had a payment problem with Disney? Was it fixed to your satisfaction?

Sat, 08/04/2012 - 01:36

MicRac

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We have never had a problem with our payments. I am so sorry that happened to you. Hopefully everything will be resolved quickly.

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Sat, 08/04/2012 - 16:44

twilightsparrow

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Sorry to hear Kristen. I have never had problems with payments to Disney for our trips, but I would definitely be panicked if this happened to me.

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Sat, 08/04/2012 - 16:51

disneydoc

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I would love to hear more about how payments for trips work! Does Disney finance, or are you guys talking about "outside" financing?

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Sat, 08/04/2012 - 16:53

Kristen K.

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So, it's the morning after this happened and things seem to be ok. The bank cleared the funds, but they said that I need to watch it very carefully because Disney could run through the charge again in the next couple of days if they wanted to and I would be responsible.

Ya know, banks tell you that you've got fraud protection and stuff like that, but it hasn't exactly been a cake walk. The issue was that Disney was supposed to make a charge so it wasn't fraudulent, they just charged the wrong amount. So my bank was like "oh well, we can do x but if Disney wants to make this charge there's really not much we can do."

My TA said that at least I wasn't the other guy who Disney charged $20,000 instead of $2,000. My TA has been great and has done everything he could to help me get this fixed. The problem on his end seems to be that though Disney is really great at taking your money and being very transparent in that direction, refunds are sort of shrouded in mystery. There's no real confirmation number they could give him or direct line to the person who would be taking care of it.

So I'm just going to cross my fingers and hold my breath!

Sat, 08/04/2012 - 16:56

Kristen K.

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disneydoc wrote:

I would love to hear more about how payments for trips work! Does Disney finance, or are you guys talking about "outside" financing?

For this trip I put down a $200 deposit at the time I made my reservation. I have until 45 days prior to the trip to pay the remainder of the cost. That's pretty much the standard when you book a package through Disney. It's more like layaway than it is financing, because everything needs to be paid before you go.

Sat, 08/04/2012 - 17:01

twilightsparrow

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It should all work out Kristen...keeping fingers crossed.

disneydoc wrote:

I would love to hear more about how payments for trips work! Does Disney finance, or are you guys talking about "outside" financing?

disneydoc - when I booked our trip July 2011 all I had to do was leave a $200 deposit, and I could make any payments I wanted in any amount from that point on until the trip has to be paid in full (which in my case is October 2012 - 45 days before my check in date). I like to book and plan trips in their entirety on my own, and I work with the Disney agents themselves to do so. I like planning as far in advance as possible...and I know what I have to set aside every week to have my trip paid in full when the time comes without having to make one large payment all at once. So I guess you can say it's Disney financing without interest.

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Sat, 08/04/2012 - 17:03

MrHub

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disneydoc wrote:

I would love to hear more about how payments for trips work! Does Disney finance, or are you guys talking about "outside" financing?

Doc, if you book through Disney directly, when you make your reservation, you don't have to pay it all up front. I think you have to pay 1 nights stay to book, but as long as you have the balance paid by checkin or pay it off at check-in, you can make as big or little payments as you want. We do it that way all the time. We never use a travel agent. I don't see what they say you other then doing the work for you. TA's have to be making money off you, so I can't see how it is cheaper to use a TA.

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Sat, 08/04/2012 - 17:08

Kristen K.

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mrhub wrote:

disneydoc wrote:
I would love to hear more about how payments for trips work! Does Disney finance, or are you guys talking about "outside" financing?

We never use a travel agent. I don't see what they say you other then doing the work for you. TA's have to be making money off you, so I can't see how it is cheaper to use a TA.

I totally don't think that using a TA saved me money for any reason. Disney had sent me a PIN code (coupon) and I could have just as easily called them myself and cut out the middle man. Next time I'm sure I'll do that.

TA's get their commission from Disney though, so it doesn't cost more to use one either. For people who love Disney and enjoy planning all the details of their own trips I don't really see any advantage to using a TA. They are great however for folks that don't want to be bothered with the planning.

Sat, 08/04/2012 - 17:13

MrHub

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Kristen K. wrote:

mrhub wrote:
disneydoc wrote:
I would love to hear more about how payments for trips work! Does Disney finance, or are you guys talking about "outside" financing?

We never use a travel agent. I don't see what they say you other then doing the work for you. TA's have to be making money off you, so I can't see how it is cheaper to use a TA.

I totally don't think that using a TA saved me money for any reason. Disney had sent me a PIN code (coupon) and I could have just as easily called them myself and cut out the middle man. Next time I'm sure I'll do that.

TA's get their commission from Disney though, so it doesn't cost more to use one either. For people who love Disney and enjoy planning all the details of their own trips I don't really see any advantage to using a TA. They are great however for folks that don't want to be bothered with the planning.

Did you have to use a TA to use the Pin Code?

The pin code I got said I could call Disney direct.

We don't use them though because we've been using the passholder discount which is room only, but it's better then any others.

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Sat, 08/04/2012 - 17:27

Kristen K.

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mrhub wrote:

Did you have to use a TA to use the Pin Code?

The pin code I got said I could call Disney direct.

No, I didn't have to at all. I thought it would be nice to let a TA friend get the commission though.
That's what I get for trying to be nice.

Sat, 08/04/2012 - 17:43

disneydoc

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thanks for the info guys! Another Q....I am an annual PH, but if I book a resort without the tickets, would I get to make payments? I love that option...did not know you could do that. Do any of you have experience with resort only booking?

I am bummed that I cannot book a resort and do free dining if I am not buying a ticket...am I mistaken on that?

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Sat, 08/04/2012 - 17:44

MrHub

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Thats right, forgot you said that. Our last few bookings have been the "book before you leave" discount which is huge. If they keep giving that, we will keep booking that way and save our points for the Poly DVC when it opens (I wish).

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Sat, 08/04/2012 - 17:47

scrappy

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Disneydoc, you are correct, you can not get free dinning when booking a room only.

Sat, 08/04/2012 - 17:58

disneydoc

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yep, but can you finance it and make payments if you are not buying a park ticket?

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Sat, 08/04/2012 - 19:01

honeymoonin

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We had a weird issue, I never quite understood it. I was going online to pay my trip in full around the due date. after I confirmed everything and sent the money on it's way I started showing a negative balance of about $400. I called disney a few times they didn't understand it and said they could apply it to my account for the next time I booked. I was like uhhh i'm getting married and need all the money i can get please give it back to me.

Sat, 08/04/2012 - 19:09

The Cookie Crumbler

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honeymoonin wrote:

We had a weird issue, I never quite understood it. I was going online to pay my trip in full around the due date. after I confirmed everything and sent the money on it's way I started showing a negative balance of about $400. I called disney a few times they didn't understand it and said they could apply it to my account for the next time I booked. I was like uhhh i'm getting married and need all the money i can get please give it back to me.

That's very odd, how did it end up working out?

We had saved all the money needed for the room and tickets in a bank account, so I was able to pay it in full on my credit card at the time of booking and then transfer the money over right away to pay off the card. I did wait until the payment went through completely to Disney before paying off the charge though, and it did take about a full week which is longer than most charges.

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Sat, 08/04/2012 - 20:00

Kristen K.

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Doc - Here are the Rules for "Room Only" reservations according to MouseSavers.com

"Room only" reservations offer better terms for cancellation and payment dates than vacation packages booked through the Walt Disney Travel Company (WDTC). When booking a "room only" reservation, you are subject to very few restrictions:

You must pay one night's room rate as a deposit within 7 days of reserving your room. (Except when booking online at DisneyWorld.com, in which case the deposit is required at time of booking.)
Final payment of the remainder is due at check-in. (Except when booking online at DisneyWorld.com, in which case full payment is required if reserving within 45 days of arrival.)
You can change or cancel your reservation without penalty up until 5 days prior to check-in. (6 days for online bookings.)
Beware " Disney's phone agents may try to sell you a "basic package" when you want to book a "room only" reservation. A "basic package" is just a room and some trinkets (a few coupons and a luggage tag per person). It is subject to the more stringent vacation package rules.

Sat, 08/04/2012 - 20:59

Lizzy_B

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Kristen - I'm so sorry that this happened to you! But whether it reassures you or makes you more nervous about the state of banking these days, I had something very similar happen last year with Publix Supermarkets. They double charged me and my bank wasn't helpful at all. Of course Publix said it was the bank's doing, and the bank said it was Publix's. It finally got resolved, but not before I was very nervous about an overdraft.

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Sun, 08/05/2012 - 04:38

DisneyDee27

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It sounds like your TA hit the wrong button on the screen. There are actually two areas when making payments one says balance the other says payment amount. Disney can't just make up a number. I'm thinking he hit the pay balance button. As far as the 20,000 guy goes I'd say that was totally user error unless he's staying for months at a time 20,000 and 2,000 are easily confused... The fact that the guy had a 20,000 vacation kind of boggles my mind.
I'm glad things turned out well...I've had Disney refund money for a trip and it was done within 24 hours and we're talking a couple grand so I was really happy to get it back quickly.
Im pretty type A and like to do my ressies on my own. I did use one for my DCL cruise and she was awesome! However I pretty much just book on my own.

Disney Doc,
If you are doing room only I believe you have to pay for one night and then the balance when you arrive. If you are a WDW Passholder then you can book room and dine, you'd pay a $200 deposit and then the balance is due 45 days prior to your arrival. So the options are a package, or room only for non AP holders.

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Mon, 08/06/2012 - 12:49

JoAnn C

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I'm glad everything worked out and hope you don't have any additional issues.

I book through AAA and haven't had an issue with making payments. I always write a check for the payment and they give me a copy of my intinerary with the updated balance. So I have validation the correct payment amount was applied.

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Tue, 08/07/2012 - 17:05

dontthrowsand

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We booked a room only for this reason. We want to be there when we pay everything else off.

Wed, 08/08/2012 - 23:32

Kristen K.

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DisneyDee27 wrote:

It sounds like your TA hit the wrong button on the screen.

Yea... I am *SO* Never using a TA again. Not going to happen. I don't even know if I'll be traveling without my DVC again after this. I am really upset over the whole thing.

I thought everything was fine, but NOPE! Disney ran through the charge again, this time succeeding in overdrawing my account. Today has really not been a good day. Please send pixie dust!

Wed, 08/08/2012 - 23:33

disneydoc

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Oh no! So sorry. Pixie dust, stat.

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Thu, 08/09/2012 - 00:01

The Cookie Crumbler

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Kristen, that's awful! I am sorry this has been so bad to deal with.

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Thu, 08/09/2012 - 00:18

twilightsparrow

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Oh Kristen...that's awful. So sorry this is happening...sending you lots and lots of pixie dust.

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Mon, 08/13/2012 - 17:44

Kristen K.

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Well, it's been 10 days, but Disney has finally fixed the issue. The money was put back into my account, AND they are reimbursing, me for the overdraft charges from my bank by applying that amount to my remaining trip balance. They could have sent me a check, but that would have taken two months so I'm happy to have the extra payment towards my October stay!

Mon, 08/13/2012 - 18:07

scrappy

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Kristen, were they able to tell you exactly how this happened? I mean I can understand the first time. It does seem very likely to me the TA pushed the wrong button. Howver, how did they ever resubmit your payment? I know if I am making more than one payment or simply making more than 1 ADR that requires a credit card I have to give them the number each and every time. They claim they can not see it once it has been submitted.
Nice to hear that it is now all cleared up though.

Mon, 08/13/2012 - 18:43

Kristen K.

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Yes! I know what happened. When Disney first puts through a charge it's just "pending" at my bank like a pre-auth. The actual payment doesn't "post" until up to a week later. When the bank released the funds, they released the pre-auth, however the charge was never canceled so it "posted" like normal.

I guess that Disney is unable to cancel a charge once the pre-auth is taken, they can only refund the money afterwards. Disney started the processing of the refund less than an hour after the original charge was made, but it takes them 7-10 days to complete their refund process. The original charge "posted" the day before the refund came through. That 7-10 days caused an over draft in my bank when the 2 bills that I had paid showed up.

I had to send Disney documentation from the bank showing them that they had caused the overdraft, which was pretty obvious. My TA escalated the case and ultimately got Disney to give me the overdraft fees that the bank charged me as a room credit.

Mon, 08/13/2012 - 21:49

PirateGirl

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Kristen, I am so glad that everything has been taken care of and reimbursing you for the overdraft charges is the least that they can do. There has to be a better way of going from pre-auth to pending charges to actually taking the funds out of a bank account. Now you can have a super trip at Disney.

Tue, 08/14/2012 - 00:16

Ollie

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Whew! So glad it worked out. Still gonna pixie-dust you, though. Extra mojo never hurt!

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