Wyndham has totally messed up our account during the transfer of our resale contracts to new owners

[rickandcindy23]

One of our contracts that we gave away just transferred today, which was about 5 months into the process. We have suddenly lost our entire account. Wyndham cannot find it. I cannot log into it and see it anymore.

 

[T-Dot-Traveller]

Hi @rickandcindy23 - I bet the MF $$ billing doesn't disappear while your account has vanished.
That is not how Wyndham magic works- from what I have read on TUG.

 

[rickandcindy23]

I am SO UPSET. I think our kids' reservations are probably cancelled as well, and our reservations for our Fairfield Bay stay and our stay in Branson. I am just livid.

 

[klpca]

Yikes. I truly hope that this can be resolved.

 

[Jan M.]

A friend has had this happen with their account, several times. From I remember their account was back within a day or two with all the reservations intact.

Do you have PICs? Be prepared for them to fall out. This also happened several times to my friend when their resale contracts left their account. They aren't the only owners this has happened to. Put all your emails from when you deposited your PIC weeks in RCI and the email confirmations from Wyndham from when you paid the $89 fee in a folder as documentation will likely be needed. She contacted Owner Care but after some time with no progress she got fed up and emailed Michael Brown. His office got their PICs restored within a week or two. Unfortunately after the PICs are restored and another contact leaves the account they'll fall out again. Michael Brown's office was able to get them restored quicker the subsequent times it happened. Likely because they could see the notes and documentation from the first time. Fun times, not!

Another thing to be prepared for. The buyers names may show up on your account in the list of owners and/or your names may show up on their account. I know several owners this has happened to.

There's a few other things that sometimes happen too but they aren't as big of a deal.

 

[rickandcindy23]

The inept people at Wyndham drive me nuts.

 

[rickandcindy23]

I don't like being talked down to like I am confused about my account numbers. I talked to no less than four people who told me that my account number is 2017XXXXXX, and I said, yes, that is ONE account. We have TWO accounts. Where is the other account? Well, that is the only one we have for you.

One guy said, "I will transfer you to Owner Resolutions." Transferred me to Shell because apparently he thought that I was talking about my Shell account, which he saw listed as one of our ownerships. I thought I was talking to Wyndham, started talking, and she said, "What is your account number?" I told her and she said, "So you are not calling about Shell?" Unbelievable.

So many calls to fix the issues. I am tired of the stress and the lousy customer service from the people in the office.

We do have 3 more transfers from this account that were basically transferred at the same time. I have to assume that they are working on those right now, which is great. Maybe this will be all up and running by then.

@Jan M. We have PIC weeks on that account that we cannot see currently, but I haven't deposited them in years because I have been using the Foxrun weeks in II for much better options. I still pay the program fees on them because we need them in our account to get us to the Founder's Level threshold.

Title is much more in touch with what we own. Imania (don't know the spelling of her name) was extremely helpful, told us she could see the account but she is unable to see confirmations. At least she could see the account. A call back to Owner Care, or whatever it's called, and Rose was able to see the account after I told her Title could see it. She said it's "in a different system." WHAT?

Ironically, Title had some weeks at Foxrun listed in their system for us, a week 27 and 28 on the same deed (they call it Mountain Meadows) that we gave away in 2010. Those weeks were reserved and we paid MF's to VRI each year. Completely different system, different company!

She also had all of our Grand Palms (AKA Presidential Villas at Plantation Resort) listed, even though some are sold already, and told me we could enroll those in Wyndham points, if we wanted to talk to someone. I would assume it would be very low cost, but geez, NO! I am selling them and have whittled it down to one annual and two EOY deeds. Those are in RCI Points currently. I don't need that many RCI Points, and of course they don't transfer as RCI Points to the new owner (I don't think so, anyway).

 

[northovr]

Did you get it resolved then?
this is more ammo for me to use when they want me to pic weeks and purchased points.

Daniel

 

[rickandcindy23]

Did you get it resolved then?
this is more ammo for me to use when they want me to pic weeks and purchased points.

Daniel

Nope. Still only see the one account. I called to see if I could cancel the 5/20-5/27 Bonnet Creek I had that was extra for our trip after I was able to book Disney. Thinking I could cancel it well ahead of time, 16 days ahead. Rose at Owner Care could not cancel it because the account can be seen "in the different system" but nothing could be done with the account. She assured me that I would be able to cancel that 5/20 week because there is a "ticket" on my account. I asked if there is a "ticket number." No ticket number, just have them look at your account.

Now we are 14 days out. No one can cancel that reservation yet because the account is not visible as a live account, and I think I am stuck with it. I have another one for the 27th I am hoping to cancel. I still never found our son a discounted 3 bedroom for the second week he needed, which is fine.

 

[northovr]

My next tour I definitely will bring this is up if I get that far usually they just let me leave as soon as I get my gift. Sometimes I tell them I been assign 60 minutes and we are doing it. They hate me

Daniel

 

[rickandcindy23]

Rick's going to give it another 3-4 days, and if our account is not up, he is going to call himself. But he keeps his cool better than I do. Really, I have such a sarcastic tone when I deal with Wyndham issues, and Rick only talks sarcastically to me, not to other people. Just sayin'. 50 years of marriage, and he can be pretty sarcastic.

 

[Roger830]

Really, I have such a sarcastic tone when I deal with Wyndham issues,

When I call Wyndham's Customer Service, I'm always very polite and understanding of their issues. After all, these are modestly paid individuals scraping out a living, so I don't want to add to their woes. But I'm convinced that my approach has given me improved service at times.

 

[Sandi Bo]

When I call Wyndham's Customer Service, I'm always very polite and understanding of their issues. After all, these are modestly paid individuals scraping out a living, so I don't want to add to their woes. But I'm convinced that my approach has given me improved service at times.

I sometimes force myself to smile while I talk to remind myself to be nice. It can be really hard to be nice, I totally agree and get what you are saying - but I've been told some pretty ridiculous things where I want to scream and say - do you hear yourself - do you really believe that crap you are spewing. Hopefully at worst I just say this discussion is over and I am going to hang up now, thank you and good bye.

 

[rickandcindy23]

When I call Wyndham's Customer Service, I'm always very polite and understanding of their issues. After all, these are modestly paid individuals scraping out a living, so I don't want to add to their woes. But I'm convinced that my approach has given me improved service at times.

After about five calls, when they keep telling me there is no such account and act like I am a moron because I don't know my account number, then I get a little irate, but again, I won't call on this issue again. Rick is going to do it.

 

[Roger830]

After about five calls, when they keep telling me there is no such account and act like I am a moron because I don't know my account number, then I get a little irate, but again, I won't call on this issue again. Rick is going to do it.

I know it can be frustrating dealing with customer service people that have limited knowledge and often limited computer access.

Quite often you can work your way up the corporate latter until someone is reached that can properly address your problem.

It can take multiple call backs to get what you want.

 

[HitchHiker71]

For a reported issue like this - you need to email your case to michael.brown@travelandleisure.com - as outlier reported issues like this just fly right over frequently reported issues Owner Care can generally help with IME. Provide concise ordered bullet points that clearly outline what occurred in your email to his office. I think taking this approach will give you your best chance of issue resolution on what you've reported here. I mean you can continue to call into Owner Care with hopes of getting someone who happens to know something about what has transpired here - but odds are that's unlikely IMHO.

 

[rickandcindy23]

Our account was back online for 1.5 days and is now offline again. I can log into one, not the other one. I believe they are transferring more contracts out, which is good for the TUG member/ new owners of those contracts. Bad for me because I am losing points because I cannot cancel things, and owner care cannot either, by the way.

 

[am1]

I use to transfer contracts between my accounts to move points around as a work around between the 10 nightly limit. The people at Wyndham merged my accounts putting me way over the 10 nightly limit. I had to seperate the accounts and then cancel reservations in guests names that were upgraded and already discounted so they were not cancelled by said nightly limit rule.

A disaster all around. This was February/March before my account was frozen in August and just after a year later I was no longer an owner.

Best of luck but you need to be almost pushy to get what you want or as close as possible. Remember they may have model rooms at the resorts or if enough time maybe you suggest they build another unit.

 

[troy12n]

I truly do feel bad that you are going through this. It's a shame Wyndham seems to have their documentation skills so lacking. And that you are suffering as a result.

But I have to imagine that some of your accounts are a complete horror show. Years and years of buying and selling and mixture of resales and retail and perhaps even converted fixed weeks contributed to the issues you are going through, no doubt. And considering most of the points accumulated were to facilitate your renting habits... I think you would admit deep down that it's contributing to your issues.

I'm sure others, as they exit their timeshare rental empire are or will be going through the same things.

 

[chapjim]

I truly do feel bad that you are going through this. It's a shame Wyndham seems to have their documentation skills so lacking. And that you are suffering as a result.

But I have to imagine that some of your accounts are a complete horror show. Years and years of buying and selling and mixture of resales and retail and perhaps even converted fixed weeks contributed to the issues you are going through, no doubt. And considering most of the points accumulated were to facilitate your renting habits... I think you would admit deep down that it's contributing to your issues.

I'm sure others, as they exit their timeshare rental empire are or will be going through the same things.

You never let pass an opportunity to bash renters.

You didn't say anything about wannabe slumlords, so maybe you're easing up a bit.

 

[rickandcindy23]

I use to transfer contracts between my accounts to move points around as a work around between the 10 nightly limit. The people at Wyndham merged my accounts putting me way over the 10 nightly limit. I had to seperate the accounts and then cancel reservations in guests names that were upgraded and already discounted so they were not cancelled by said nightly limit rule.

A disaster all around. This was February/March before my account was frozen in August and just after a year later I was no longer an owner.

Best of luck but you need to be almost pushy to get what you want or as close as possible. Remember they may have model rooms at the resorts or if enough time maybe you suggest they build another unit.

I don't really understand the 10 nightly limit you talk about. Your account was frozen, and so was ours for a while.

@troy12n I have deeded back or given away all of our resale contracts, but we do have two founder's level accounts, which we acquired very inexpensively through conversions of Bali Hai and Shearwater weeks.

I realize that Wyndham has every right to change the rules. I am not complaining about that. I have reservations I needed to cancel for dates that are now <15 days out at Bonnet Creek that I was going to cancel ahead of 15 days. We opened up this particular trip to the other kids, who chose Nashville in June over Disney in May.

If I cannot cancel because Wyndham has a system issue, I will keep the two bedrooms for 5/20 and 5/27, 14 consecutive nights, and I will use them as a place to shower after spending time with our grandkids in the pool. We are actually at Wilderness Lodge and OKW those two weeks, but for basically $300 per week for our cost, 60% discount + upgrade from 1 bed to 2 bed, I will keep them. At the end of the year, we will have a lot of points left, so what the heck. We need a place for our stuff in the transition between the Disney weeks, anyway.

 

[HitchHiker71]

I am increasingly of the mind that there's been a significant loss of institutional knowledge within Wyndham. I've seen several references to call centers that were moved outside of the US, including the Philippines and other locations, and long time Wyndham personnel in Florida, Vegas, and Washington state being let go resulting from these outsourcing efforts. Wyndham was and still is pretty unimpressive when it comes to knowledge management. Couple that with loss of institutional knowledge from what we've heard - and it creates scenarios like what has occurred in this thread. Wyndham has likely generated a better bottom line in so far as dollars and sense - but the customer experiences have deteriorated in the process. From what I have observed, the personnel processing the actual back end contract changes have also been impacted - so those folks that used to know how to properly remove contracts from accounts aren't around any longer. Those now processing these types of contract changes aren't doing them correctly because they don't have the institutional knowledge - and the various complexities simply aren't documented anywhere. So they don't know what they don't know. This same core issue is also what's likely causing additional delays with resale contract purchases - less people to do the work - and those people that are doing the work - aren't as knowledgeable about how to do it.

 

[rickandcindy23]

Have any of you ever had the pleasure of talking to John in Owner Resolutions, who is in Joplin, MO? He is very knowledgeable, and you are lucky to get him on the phone. He is kind and sincere and knows his stuff because he has been at Wyndham for twelve years.

Rick called Owner Resolutions today again about not seeing our account, trying to get a list of reservations we have, but no one can see the reservations. Talked to Nathan at first, who basically hung up on Rick because Rick told him that we have two accounts, and Nathan kept on insisting that we have only one account. Well, of course we can only log into one account, but we are worried about our reservations in the account we cannot see. He says there is "no such account" with reservations. You have no future reservations in your account.

After Nathan rudely hung up, Rick called back and talked to John, who said he knows this happens, and that all of our reservations are probably intact, but we should call Bonnet Creek and make sure. He also made a note on our account he can see that we have concerns about our reservations.

I knew John from a previous issue we had a few years ago. I told Rick, "Hey, that is the guy who is in Missouri, right?" John heard me and said, "Yes, I am in Missouri." He was so pleased that I remembered him. Distinct voice.

 

[rickandcindy23]

@Jan M. I know of what you speak with wrong owners on the accounts because our paymentus had the main owner on our account as someone named Abigail Emily Johnson, who was a renter of our daughter's that did buy while staying on our points. She bought a small account and was suddenly listed on our entire account. She didn't buy from us, the salespeople kept our daughter's email on her new ownership. That is as close as we can get to understanding what happened.

Really terrible, disjointed company with so many issues, it's almost unbelievable. Adding paymentus to the system has been a nightmare for us because we already had it through Shell.

 

[jrb916]

I am increasingly of the mind that there's been a significant loss of institutional knowledge within Wyndham. I've seen several references to call centers that were moved outside of the US, including the Philippines and other locations, and long time Wyndham personnel in Florida, Vegas, and Washington state being let go resulting from these outsourcing efforts. Wyndham was and still is pretty unimpressive when it comes to knowledge management. Couple that with loss of institutional knowledge from what we've heard - and it creates scenarios like what has occurred in this thread. Wyndham has likely generated a better bottom line in so far as dollars and sense - but the customer experiences have deteriorated in the process. From what I have observed, the personnel processing the actual back end contract changes have also been impacted - so those folks that used to know how to properly remove contracts from accounts aren't around any longer. Those now processing these types of contract changes aren't doing them correctly because they don't have the institutional knowledge - and the various complexities simply aren't documented anywhere. So they don't know what they don't know. This same core issue is also what's likely causing additional delays with resale contract purchases - less people to do the work - and those people that are doing the work - aren't as knowledgeable about how to do it.

Well said & explains the issue several of us have had setting up our WM accounts to II. Thanks to the institutional knowledge here, the issues are figured out or great suggestions are given to fix it.