Mathmagicland
Disneyland - the original since 1955
- Joined
- Jul 26, 2014
I realize the Chase situation has not been fun at all; I’m in the group of those whose charge was not processed as expected. Having worked in third level tech support for many years, I guess I have a different perspective re the challenges to figure this out when it’s worked correctly for so many years and then does not. From my experience and in reading comments shared here, I’m finding a lot more fault with Chase than DVC.
Chase is contributing greatly to the frustrations on many points - their inconsistent responses from customer service, incorrect information coming from customer service, lack of any understanding of the scope of the issue, no effort at being proactive at all, not attempting to help with problem research and resolution, not willing to give info to try to help us resolve without a lot of pushback, no feeling of any sense of empathy or urgency to help resolve before payment due dates, lack of internal communication within their organization on the issue....to name a few aspects.
DVC can’t control Chase. Terri has stepped in to assist but it should never have had to get to her level to do so. Her team has been working with Chase & making the progress with Chase to research and determine both the problem and the resolution. We don’t know how many Members are impacted. It took several days for DVC to call all Members after booking day to get all of the initial payments, and not everyone would be paying cash or using a Chase Visa, so I can expect that after identifying the problem, it will take DVC a few days to work with Chase to identify all impacted accounts and then reach out to those Members. Chase should bring reaching out as well, and has not yet done so to this point that I’ve seen.
DVC has said Chase will be fixing retroactively, and I have the confidence that it will be at some point. We don’t know what Chase will have to do to fix on their side or how long it will take to fix. I don’t expect to see an updated statement from Chase for the billing cycle with the DVC charge. Depending on billing cycles, some may not see it on their next billing cycle. Chase will refund as needed any related interest charges that end up automatically being charged until the issue is corrected on each impacted account.
Some may not agree with me, but I’m no longer concerned. We know it will be fixed. If it’s still not looking good on my account by November, then I’ll start asking some questions again. But knowing the fix is in process, I’m willing to give those who are working on it the time to get it corrected.
Chase is contributing greatly to the frustrations on many points - their inconsistent responses from customer service, incorrect information coming from customer service, lack of any understanding of the scope of the issue, no effort at being proactive at all, not attempting to help with problem research and resolution, not willing to give info to try to help us resolve without a lot of pushback, no feeling of any sense of empathy or urgency to help resolve before payment due dates, lack of internal communication within their organization on the issue....to name a few aspects.
DVC can’t control Chase. Terri has stepped in to assist but it should never have had to get to her level to do so. Her team has been working with Chase & making the progress with Chase to research and determine both the problem and the resolution. We don’t know how many Members are impacted. It took several days for DVC to call all Members after booking day to get all of the initial payments, and not everyone would be paying cash or using a Chase Visa, so I can expect that after identifying the problem, it will take DVC a few days to work with Chase to identify all impacted accounts and then reach out to those Members. Chase should bring reaching out as well, and has not yet done so to this point that I’ve seen.
DVC has said Chase will be fixing retroactively, and I have the confidence that it will be at some point. We don’t know what Chase will have to do to fix on their side or how long it will take to fix. I don’t expect to see an updated statement from Chase for the billing cycle with the DVC charge. Depending on billing cycles, some may not see it on their next billing cycle. Chase will refund as needed any related interest charges that end up automatically being charged until the issue is corrected on each impacted account.
Some may not agree with me, but I’m no longer concerned. We know it will be fixed. If it’s still not looking good on my account by November, then I’ll start asking some questions again. But knowing the fix is in process, I’m willing to give those who are working on it the time to get it corrected.