Warning - keep track of your cancelled points!

[scootr5]

It appears there is some sort of "system glitch" and when a reservation is cancelled sometimes the full amount of points are not coming back to the account.

It's happened to at least two users yesterday and today, as outlined in this thread. The fact that we don't see point totals in real time does not help the situation.

 

[bnoble]

The fact that we don't see point totals in real time does not help the situation.

You can get totals in real time by starting to make (but not completing) a reservation. The next page will tell you how many available points you have, and that should include returned points from a previous cancelled reservation for the same use year (or the credit pool).

 

[am1]

You can get totals in real time by starting to make (but not completing) a reservation. The next page will tell you how many available points you have, and that should include returned points from a previous cancelled reservation for the same use year (or the credit pool).

If they are for that use year. Or you are trying to book a reservation that is more than the amount of points you have and within 90 days to check in.

 

[Richardsdeals]

I always take a screen shot before and after for this reason.

I had a lot of problems with cancelled points and hk credits not coming back. When the VC did some research, she said that it was because of the nature of my contracts. I have fix weeks converted to points. It only seems to happen with reservations tied to one of the contracts.

Not sure if that is the reason, but always check those points!

RC

 

[MaryBella7]

I always take a screen shot before and after for this reason.

I had a lot of problems with cancelled points and hk credits not coming back. When the VC did some research, she said that it was because of the nature of my contracts. I have fix weeks converted to points. It only seems to happen with reservations tied to one of the contracts.

Not sure if that is the reason, but always check those points!

RC

I do have one contract that is Fixed converted, so that may have been my issue! Good to know, Thanks!!

 

[richardm]

This is happening to multiple accounts- whether converted or UDI points. It's been an issue since the last website "update". The real problem happens when you ask them to fix it. They transfer you to "owner care" who proceed to try and tally up all your reservations and cancellations for the entire use year. However, they cannot account for borrowed points, bonus points, credit pool, etc so it's a pretty futile exercise in many instances.

No ideas on how to stop of fix this problem. Not even sure if Wyndham will officially admit it exists.. So far, it only appears to skim a very small number of points- so I expect that most owners won't bother with the hour long process to try to have it "corrected".

 

[Bigrob]

This is happening to multiple accounts- whether converted or UDI points. It's been an issue since the last website "update". The real problem happens when you ask them to fix it. They transfer you to "owner care" who proceed to try and tally up all your reservations and cancellations for the entire use year. However, they cannot account for borrowed points, bonus points, credit pool, etc so it's a pretty futile exercise in many instances.

No ideas on how to stop of fix this problem. Not even sure if Wyndham will officially admit it exists.. So far, it only appears to skim a very small number of points- so I expect that most owners won't bother with the hour long process to try to have it "corrected".

Crud. I haven't been keeping track and I'm sure it's happened to me.

Have you been able to piece together any ideas about what is causing it? So for example, is it possible the system is set to credit back the number of points it would take to make the reservation at the time of cancellation, regardless of how many were originally used?

I have no idea how to approach this.

 

[MaryBella7]

Have you been able to piece together any ideas about what is causing it? So for example, is it possible the system is set to credit back the number of points it would take to make the reservation at the time of cancellation, regardless of how many were originally used?

I know for me, I cancelled a 203K reservation to make a 154K reservation for the exact same time. I am not VIP and the original transaction would not have qualified for any kind of discount anyway because it was too far out. Only some of the 203K I cancelled went missing - no idea how the odd number would be what went missing unless, as someone mentioned earlier, that was the portion of points that originally came from my one converted fixed week contract to make the original reservation and somehow disappeared when I cancelled.

I was so very fortunate to have my points all intact and not pooled, etc. for next year, so it was easy to discover exactly how much was missing, but what a nightmare it would have been otherwise as they did not "see" any missing points from when I cancelled. They were very kind and helpful, but did not see the points balance after each transaction, apparently, to discover what exactly happened.

 

[richardm]

Points skimming....

I know for me, I cancelled a 203K reservation to make a 154K reservation for the exact same time. I am not VIP and the original transaction would not have qualified for any kind of discount anyway because it was too far out. Only some of the 203K I cancelled went missing - no idea how the odd number would be what went missing unless, as someone mentioned earlier, that was the portion of points that originally came from my one converted fixed week contract to make the original reservation and somehow disappeared when I cancelled.

I was so very fortunate to have my points all intact and not pooled, etc. for next year, so it was easy to discover exactly how much was missing, but what a nightmare it would have been otherwise as they did not "see" any missing points from when I cancelled. They were very kind and helpful, but did not see the points balance after each transaction, apparently, to discover what exactly happened.

Just want to make sure I read this correctly.. You are saying that Wyndham was able to confirm some points were missing, and credited those back to your account? Was it the "owner care" department that performed the correction? I called yesterday and still got the "no other problems such as this have been reported" scripting..

 

[MaryBella7]

Just want to make sure I read this correctly.. You are saying that Wyndham was able to confirm some points were missing, and credited those back to your account? Was it the "owner care" department that performed the correction? I called yesterday and still got the "no other problems such as this have been reported" scripting..

Yes, but they were only able to confirm because when I added up points used for my confirmations, they added up to fewer points than I own. Without borrowing or credit pooling, that should not have been the case. They could not find where or how it happened, and it was owner care. It took quite a while to get it sorted out.

I am definitely going to make sure to keep a screenshot of my reservations and points before I make any future reservations or cancellations, so I know where I started and ended. Usually, I have a lot more complex stuff going on, so I was really lucky that my account is very straightforward right now.

 

[WhiskeyJack]

Crud. I haven't been keeping track and I'm sure it's happened to me.

Have you been able to piece together any ideas about what is causing it? So for example, is it possible the system is set to credit back the number of points it would take to make the reservation at the time of cancellation, regardless of how many were originally used?

I have no idea how to approach this.

This happened to me as well just a few days ago. I cancelled an existing 203K reservation in order to make a different 203K reservation. I keep track of my points in excel and before I cancelled the reservation the amount of points showing available for 2016 (only regular, no pool) agreed to my excel file. After making the cancellation i was told by the system that I did not have enough points to make the 203K new reservation.

I went into the Request an RCI deposit page and saw that the points showing as available to transfer to RCI were 81.5K short of what they should have been. Thus of the 203K points I cancelled the system only gave me back 121.5K. I do have some converted fixed weeks in my account but I can't piece together how they would cause the system to miss crediting back 81.5K points. It also doesn't appear to be related to crediting back points required at time of cancellation (at least not in my case). So sorry can't help with possible cause.

I like Linda called in and was escalated to owner care. I haven't done any pooling or borrowing for 2016 and not too many reservations made or cancelled. Thus they were, after about 20 minutes, able to determine that i was shorted the 81.5K and credited them back to me. Like Linda said, thankfully i didn't have anything (yet) complicated going on or I believe it might never have gotten straightened out.

Only thing I can suggest is to track everything in excel (if not already) at least that way you have you own audit trail to rely on.

 

[WeLovetoTravel]

It appears there is some sort of "system glitch" and when a reservation is cancelled sometimes the full amount of points are not coming back to the account.

It's happened to at least two users yesterday and today, as outlined in this thread. The fact that we don't see point totals in real time does not help the situation.

Thank you for your post! I would not have even thought to check my points if I didn't read about this the other day! I have never had a problem before, but I checked and was missing points from recent cancellations & rebooks. It took a little over an hour for owner care to complete the audit, but it the end they agreed that my points were missing and they are back in my account as of this morning
-Deb

 

[raygo123]

I find it unbelievably troublesome to find you can't simply speak to the person you need to take action. Only easy stuff, Ovations.

Sent from my Nexus 7 using Tapatalk

 

[NHTraveler]

This issue is still happening. I cancelled a reservation for October and the points did not show up in my account today. I called and got the points returned to my account.

I have to edit here...I typed this while on hold after being transferred to Owner Care. Last week, I had over 100,000 points in my account for 2015. I used those points to make a reservation for October 2015, but cancelled that reservation yesterday. I expected the 100,000 points to return to my 2015 use year. Owner Care(less) has determined that because I have received more points (from cancel/rebooking) that I would not get those points back into my 2015 account. Not a happy camper right now.

 

[Explorer7]

This issue is still happening. I cancelled a reservation for October and the points did not show up in my account today. I called and got the points returned to my account.

I have to edit here...I typed this while on hold after being transferred to Owner Care. Last week, I had over 100,000 points in my account for 2015. I used those points to make a reservation for October 2015, but cancelled that reservation yesterday. I expected the 100,000 points to return to my 2015 use year. Owner Care(less) has determined that because I have received more points (from cancel/rebooking) that I would not get those points back into my 2015 account. Not a happy camper right now.

Are they telling you that they are limiting the amount of points you can recover by cancelling and rebooking?

 

[Bigrob]

Owner Care(less) has determined that because I have received more points (from cancel/rebooking) that I would not get those points back into my 2015 account. Not a happy camper right now.

I don't understand what you are saying here. Are you saying that because you cancelled and rebooked the same reservation, OC told you that you were not entitled to receive the points back from cancelling the reservation?

If that is what you were told, I think you need to call back and speak with a different agent. That information is not correct.

It seems there are two possibilities here:

1. There is a system glitch that was created when the system was updated to return points from cancelled reservations as regular use points. If that is the case, a points audit on the account should (eventually) reveal the number of points to be restored to your account. It may not reveal exactly where those points should be restored (if you have multiple use years and/or credit pools that were used to make the original reservation).

2. There is an active campaign to reduce/eliminate the cancel/rebook strategy for VIPs. It may be that OCs have been given direction to provide information that mirrors what you were (apparently) told (if I'm reading your message correctly). I think this would fit into the category of "firing a warning shot" or potentially telegraphing a future change; the current policies don't really allow Wyndham to not allow the full points to be recovered from cancelling the initial reservation, and then subsequently booking a (potentially very similar) reservation for the same resort/unit type using your discount.

I think it's the former, rather than the latter, and you may have just reached an OC that wasn't interested in doing the extensive research that might have been required to restore the points.

Edited to Add: While I do think the former is more likely, I wouldn't rule out the latter. Many owners that are not active on TUG or staying fully aware of changes, upon hearing what you were told, might shrug and say, "well, I guess they changed that" and not follow up. I'm sure you won't be one of those.

 

[NHTraveler]

I have cancelled and rebooked my reservations all year. I noticed this morning 100,000 points did not get returned to my 2015 when I cancelled a reservation yesterday that I no longer needed for October. I called the VC today and they referred me to Owner Care. I guy I got put me on hold and came back and told me no points would be returned because I had used more than my allotment for the year, thought prior to making the reservation, I had 101,000 points. I still can't believe they are doing this. The guy was pretty rude about it.

 

[Bigrob]

I have cancelled and rebooked my reservations all year. I noticed this morning 100,000 points did not get returned to my 2015 when I cancelled a reservation yesterday that I no longer needed for October. I called the VC today and they referred me to Owner Care. I guy I got put me on hold and came back and told me no points would be returned because I had used more than my allotment for the year, thought prior to making the reservation, I had 101,000 points. I still can't believe they are doing this. The guy was pretty rude about it.

If the reservation was in October, the points have to be returned to you somewhere. If you borrowed points from 2016 to make the reservation, the points should go back there. But the points not coming back because "you used more than your allotment" doesn't make sense. I encourage you to call back and get a different OC rep.

 

[Bigrob]

Kent McCain?

Has anyone been contacted by Kent McCain on this issue? He often follows up on issues like these especially if multiple people are impacted.

I had been contacted by him long ago on another issue but have since lost his tug ID, does anyone know what it is?

 

[raygo123]

For what it's worth, when I cancelled and re-booked, with with a call on 8/31 and again on 9/2, by the time I get off the phone, points were on screen updated. Also on the 8/31 I had to borrow points. Restored.

Sent from my Nexus 7 using Tapatalk

 

[WhiskeyJack]

Has anyone been contacted by Kent McCain on this issue? He often follows up on issues like these especially if multiple people are impacted.

I had been contacted by him long ago on another issue but have since lost his tug ID, does anyone know what it is?

Sorry haven't been contacted nor do i know his tug ID.

 

[Bigrob]

No worries. I did speak to him and his co-counsel. FWIW, based on several calls and discussions with multiple folks in Owner Care, it is clear to me that they are aware there was an issue after the change went in to classify points as regular points after August 3rd. They've indicated that issue has been fixed now, but there have been many owners calling about points that have gone missing.

What I have been told is twofold: 1) they have not sent out a general communication about this; 2) they are not going to independently assess and correct cancellations to ensure all points were returned; they are only doing so when alerted by an owner that they have a specific issue.

My advice is if you had a number of cancellations in August you request a points audit on your account(s).

Across 800,000 owners, even if this only impacted 1% of owners, and only to the tune of 20,000 points per impacted owner, the total number of "eroded" points could add up quickly... potentially over 100M points.

 

[NHTraveler]

I have cancelled and rebooked my reservations all year. I noticed this morning 100,000 points did not get returned to my 2015 when I cancelled a reservation yesterday that I no longer needed for October. I called the VC today and they referred me to Owner Care. I guy I got put me on hold and came back and told me no points would be returned because I had used more than my allotment for the year, thought prior to making the reservation, I had 101,000 points. I still can't believe they are doing this. The guy was pretty rude about it.

So, I got in touch with an different person in Owner Resolution this morning and they were so pleasant and helpful. Points from a cancelled reservation are back in my account where they should have gone last week. This time, I was not mistreated over the phone, spoken to like I was stupid and didn't know what I was talking about and hung up on. So nice to deal with someone who cares in Owner Care. Brandon isn't one of them.

 

[scootr5]

So, I got in touch with an different person in Owner Resolution this morning and they were so pleasant and helpful. Points from a cancelled reservation are back in my account where they should have gone last week. This time, I was not mistreated over the phone, spoken to like I was stupid and didn't know what I was talking about and hung up on. So nice to deal with someone who cares in Owner Care. Brandon isn't one of them.

Glad you got it corrected. Most folks I've spoken to in Owner Care have been great, but you can occasionally get a clunker.

 

[Vacationfuntips]

So, I got in touch with an different person in Owner Resolution this morning and they were so pleasant and helpful. Points from a cancelled reservation are back in my account where they should have gone last week. This time, I was not mistreated over the phone, spoken to like I was stupid and didn't know what I was talking about and hung up on. So nice to deal with someone who cares in Owner Care. Brandon isn't one of them.

I am so glad for your post and for the reports of others regarding this serious issue. I was very nervous to cancel any of my reservations after the OP and others reported problems regarding issues. I will always do a screen shot of every reservation transaction, before and after or create a PDF. Also a screen shot for RCI deposits. It is interesting that you can see your points available to deposit in RCI, but once done, not until the next day or two. You can not use your RCI deposit immediately for a reservation!!! You must always wait....for it to show up.

It is ridiculous that Wyndham does not update points online immediately for online transactions. I am tired of having to check my RCI deposit balance to see my Club Wyndham available points balance or to attempt to make a new Club Wyndham reservation just to see what I have remaining. That is, if I can? All points available should be shown in real time, so that it can be checked for accuracy. There is just too much of this being reported. Wyndham is aware of this problem from the many reports made. Not everyone is aware, that this issue continues. Especially those who don't participate with TUG. When you have many transactions - it gets much more complicated.

No one should need to call in to find out about their "missing or lost" points and have to go through a full account audit to try and reclaim their points.

I am happy to hear that things are improving with the customer service department.

Cynthia T.