OMG!
That is
ME! Well, it's not my
exact last name, but it is certainly very close. (I cannot believe they would mention another customer's name to another customer. Do you have any idea how unprofessional this is?) Disney Shopping has to be very messed up right now, and that is a
major understatement. I have no idea how they could possibly have me connected to you. I have placed a total of 4 orders through the QR website - ALL of which were assigned to
my name, and
my credit card with
my name on it.
I am sorry this is so long, but here’s the FULL story:
When this first started, I placed 2 separate orders. The first order (last 4 digits 2542) was for $500.00 and was placed on Monday, 2/5/07. The next order on Tuesday, 2/6/07, (last 4 digits 9322) was for $2250.00. I never knew anything was wrong with either order until Friday, 2/9/07, and even then I found out by accident. I noticed that the hold placed on my credit card was still just that - a hold. The charges were not being processed. So….I called Disney Shopping and asked what the status of my order was. This was when I received the news, "We're sorry, but the billing information will not verify." When I inquired as to what exactly the problem was, the CM just said, "I don’t know that, ma’am. All I have in front of me is what I just told you, ‘The billing information will not verify.’ It sounds like we just need to verify things here and then our billing department can finalize your order.” ME: “OH! Okay.” So I verified name, address, and phone number and was told the orders would ship soon. Thank you! Done!
WRONG! Think again….
The next day (Saturday, 2/10/07), I get a letter from DisneyShopping. When I opened the letter, which was definitely addressed to me (correct name and address), I read that DisneyShopping needed me to contact them because, “Additional information is required to complete our processing of your order.” At the bottom of the letter was an order # that was not familiar to me (#19946095-001), but I didn’t think anything of it at the time. In my mind I justified it as something the computer system generates to protect the customer’s information. (How WRONG could I have been?) I knew that everything was probably fine since I had called just the day before, but I decided to call Disney back to make sure. This time I told the CM that I had received a letter asking… blah, blah, blah….She asked me for the order number and to verify my name and address, so I gave her the number on the letter, and I verified the other information. She asks me to hold for a minute and comes back to verify the order number again. I gave her the number from the letter again, but then I volunteered, “By the way, this is not the same confirmation # I received via email.” CM says, “Oh? What number do you have?” ME: “Well, there are actually
2,” (notice: not 8, not 18, but
2) “…and they are….” CM: “I see. Please hold a minute.” She finally comes back and says that I need to call my credit card company because the “billing information will not verify.” I’m frustrated, to say the least, but I am still in control of my emotions. She goes on to tell me that there is nothing else they can do for me on their end. So I agree to call my credit card company and get back with them. She says, “Fine,” and ends the call.
I call Chase (Disney VISA), and after the customer service rep listened to my story he said, “What they (meaning DisneyShopping) have told you is not correct. We approved those payments, but DisneyShopping has not processed them.”
Okay.
So back to DisneyShopping….
The CM really didn’t have a clue this time. He just verified everything again and said he’d put it all through to billing. I decide to wait it out.
The following Wednesday (2/14//07-Valentine’s Day), I wake up to find that my new order’s status (on the DisneyShopping website) has been changed to CLOSED and that the hold has completely dropped from my credit card. I called DisneyShopping to inquire of the status only to find out “the orders were cancelled due to fraud.” ME: “WHAT?!”
(Voice was raised a bit here, but still –
not yelling.) CM: “The orders were closed due to fraud, ma’am. Your orders will not go through because they have been cancelled. Your name and address does not verify with your billing information, so we’ve cancelled the orders.” ME: “May I please speak to your supervisor?” So I hold for a while longer and I get a supervisor. I explain the whole story to her, and I tell her that I’ve called my credit card company and they have assured me that they have already approved the payments. I want to know what else can be done. She says that she will email “technical” and get back to me. To this day, I have never heard back from this woman.
I began thinking of all the possible reasons this could be happening (I bugged poor Dmitry all day – sorry, Dmitry – hope that vacation is doing you some good).
I thought to myself, ‘Maybe they were not able to make the payment go through after they verified my billing information because the amount of the full payment had already been held which means there wasn’t enough available credit left to run another $2750.00 payment.’ So, I emailed Dmitry and tried to explain as best I could what had taken place. I let him know that since I definitely didn’t want to miss out on the 10% shopping reward, I would be placing another order that very evening, which is exactly what I did. This time, I placed one order for $2750.00 (last four digits #5207) and went to bed.
NEXT DAY: I check the Disney Shopping tracking and the order status was already switched to CLOSED, so the order was already cancelled. I called DS and asked them if my above theory about the hold on the credit card, and the available credit, etc., could be the root of the problem. The CM didn’t really seem to think this was the problem. She went on to inform me that no other order to be delivered to this address would be processed. I ask the CM if someone can please verify the billing information by calling my credit card company. She states that she will make note of it and asks for the number to my credit card company. She goes on to say that as for this order, it is closed and will not be reopened. I emailed Dmitry with the bad news. I tell him that I will now have to wait until this new hold falls off my credit card before I can try again.
A couple of days have now passed. I still haven’t let go of my theory about the hold on my CC not leaving a sufficient balance for DisneyShopping to run the payment through a second time. I have felt all along that they weren’t telling me everything. I have been given the runaround for days now, but still . . . I just
had to be sure. SO –
Last night, I convinced myself to let go of the idea of trying to make this work on my Disney VISA. I decided that sacrificing the few points I’d earn with this transaction, while still earning 10% through QR, was not something to worry about. This morning, I naively decide to TRY AGAIN (yes, I AM a glutton for punishment). This time, I use a different credit card, one with more than enough for the transaction to be run through multiple times if that was what it took. Can’t change the address (no time to move), and I’m stuck with my name, so that all stays the same. AGAIN, the transaction is cancelled. AGAIN, a supervisor takes my information. AGAIN, she says she’ll contact me (at least this time I got a name and date and time that she’ll call).
BTW – I tried 2 times today to get DisneyShopping to make a 3-way call to my credit card co., but they said they WOULD NOT. The supervisor from today said that it would not work for the credit card company to call them either. She assured me that she is on top of this. (I will only believe it when I see the order in my hands, which at this point, will probably be NEVER.)
). Anyway, the order has been canceled and Disney Billing will cancel all future orders in my name because of fraud!!!?? I was advised to call Disney Visa (card I used). They tell me there is no problem with my card. I now have to write a letter to Disney Shopping (CM told me to do this) and tell them who I am???? I am totally confused about this whole thing!!!
Thank you!
