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HGVC Screwup

Blues

TUG Review Crew
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Background -- I have two HGVC ownerships, an affiliate in Scotland and Flamingo in Las Vegas. So I have two accounts (you can see where this is heading already, right?). Each year I call to convert the affiliate to HGVC points and then move those points from the affiliate account to the Flamingo account, so I have just one bucket of points to deal with.

I was excited to learn from this thread that I could use my HGVC points to directly book the Donatello in San Francisco with my HGVC points (thanks again, jlm77!). So I called last Friday to book my DW and my anniversary week in Feb. Gave the rep my Flamingo account number, where I always do my bookings. I got the confirmation email immediately, but kept watching my HGVC account and didn't see it in "My Reservations", nor were the points deducted.

I called yesterday to find out what happened. Spent 43 minutes on the phone (yes, my work phone times the calls). The new rep saw it immediately. The points were deducted from my affiliate account.

But wait, it gets worse. Not only did they use the wrong account, they borrowed points from 2017! Now, I have over 7000 rescued 2015 points in my main account that should have been used. And I was very confused why they borrowed 2017 points. What the heck? Even given that he used an account that I never specified, it should have used 2016 points, which were untouched. Or so I thought. Well, I have a fixed week at Craigendarroch. And apparently when they attempted to merge systems a couple years ago, they started pre-reserving those fixed weeks for you unless you call in to reverse it. So the account showed a 5000 point credit for 2016, followed by a 5000 point deduction for that "pre-reserved" week. Thus zero points for 2016, thus borrowing from 2017.

Of course, I requested that they fix this screwup. The first response was that they'd have to cancel that reservation and charge me again for another reservation. No, I said. It was HGVC's screwup. I never requested, nor even mentioned, the Scottish affiliate account. I gave them the Flamingo account number for the transaction. Of course, she had to get a supervisor, which took about 30 minutes on hold.

Finally got the erroneous transaction removed and new reservation made. They had to issue a $99 credit on my credit card, followed by a $76 charge for the new transaction. Oops, what's the $99 all about, you ask? The original rep (clearly a newb, or at least I hope so) asked if I wanted a changeable or non-changeable reservation, for $99 or $76. I chose changeable. Oops, the new rep says that SFX reservations can never be changeable (makes sense). So I never should have been charged $99 in the first place.

It appears to all be fixed now. And I took the opportunity to reverse the automatic Scotland reservation, and move those points to the main, non-affiliate account. Whew. But what a major screw up!

Bob
 

presley

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That's really annoying. I'm glad you were able to straighten it all out.
 
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