We have been a loyal and until recently a satisfied customer of DVC since December 1996. Due to COVID 19, no one was allowed to travel anywhere from February /March 2020 until the uncertain future. We had many timeshare points with DVC that we banked from last year (2019) that were set to expire on May 31, 2020. We received emails from DVC explaining that they were going to extend the expiration date on timeshare points as well as those points that were banked from previous years. Below is a direct quote from one of those emails which we have attached:
"..Finally, as part of our continued efforts to provide flexibility during these uncertain times, we are further changing and extending our temporary policies regarding expiring points. April, June and now August, September and October 2019 Use Year points that are set to expire in 2020 and that were used for reservations during the closure period will be extended for one year from the current expiration date. Additionally, April, June and now August, September and October 2018 Use Year points that were banked into 2019 Use Years and used for these reservations will now all expire November 30, 2020. This temporary policy only includes expiring points that were used to book a stay arriving between March 12 and the end of the closure period and that involve a reservation cancelled after February 29. Additional information on these policies is available at disneyvacationclub.com."
We even paid our annual dues in January of this year. Even though we could not travel anywhere, Disney still wanted their dues,which was fine, so we paid the annual dues, as we have every year since 1996.
I called in March 2020 about my points that were expiring in May 31, 2020, but I was not able to get through, because part of their office which I needed to communicate with was closed due to the pandemic. I could not book a trip for May 2020 even if I wanted to, because their office was closed.
I called this morning on June 15, 2020 at 9:15am assuming obviously my expired points for May 31, 2020 would have been extended due to the pandemic as outlined and presumed from their emails. After all, until this morning (June 15, 2020), I have always had excellent customer service with DVC. However, I was treated very rudely and told that my points had indeed expired and they were not going to be extended. I was and still am flabbergasted, shocked and angry. They were almost half of my points from last year. I kindly asked to speak to a supervisor and that person was just as rude to me. They said after only a few minutes, "This call is being discounted because you are using an inappropriate tone." And then they hung up on me. I have never been treated like that before from a DVC employee. That is the worst customer service experience I have received from DVC. Not only did they go back on their word about extending the expiration date on timeshare points but they were extremely rude to me.
I wanted to have my points that were set to expire in May 2020 be extended for one full year or at least until December 2020 as presumed in the emails not to mention all of the travel restrictions we have been under since March 2020 due to COVID 19. I wanted to visit Disney Hilton Head Resort in December 2020 and use my points that I had banked from last year. I am trying to put together a nice end of year family reunion. Any suggestions on where and whom I can contact?
Disgusted DVC member
"..Finally, as part of our continued efforts to provide flexibility during these uncertain times, we are further changing and extending our temporary policies regarding expiring points. April, June and now August, September and October 2019 Use Year points that are set to expire in 2020 and that were used for reservations during the closure period will be extended for one year from the current expiration date. Additionally, April, June and now August, September and October 2018 Use Year points that were banked into 2019 Use Years and used for these reservations will now all expire November 30, 2020. This temporary policy only includes expiring points that were used to book a stay arriving between March 12 and the end of the closure period and that involve a reservation cancelled after February 29. Additional information on these policies is available at disneyvacationclub.com."
We even paid our annual dues in January of this year. Even though we could not travel anywhere, Disney still wanted their dues,which was fine, so we paid the annual dues, as we have every year since 1996.
I called in March 2020 about my points that were expiring in May 31, 2020, but I was not able to get through, because part of their office which I needed to communicate with was closed due to the pandemic. I could not book a trip for May 2020 even if I wanted to, because their office was closed.
I called this morning on June 15, 2020 at 9:15am assuming obviously my expired points for May 31, 2020 would have been extended due to the pandemic as outlined and presumed from their emails. After all, until this morning (June 15, 2020), I have always had excellent customer service with DVC. However, I was treated very rudely and told that my points had indeed expired and they were not going to be extended. I was and still am flabbergasted, shocked and angry. They were almost half of my points from last year. I kindly asked to speak to a supervisor and that person was just as rude to me. They said after only a few minutes, "This call is being discounted because you are using an inappropriate tone." And then they hung up on me. I have never been treated like that before from a DVC employee. That is the worst customer service experience I have received from DVC. Not only did they go back on their word about extending the expiration date on timeshare points but they were extremely rude to me.
I wanted to have my points that were set to expire in May 2020 be extended for one full year or at least until December 2020 as presumed in the emails not to mention all of the travel restrictions we have been under since March 2020 due to COVID 19. I wanted to visit Disney Hilton Head Resort in December 2020 and use my points that I had banked from last year. I am trying to put together a nice end of year family reunion. Any suggestions on where and whom I can contact?
Disgusted DVC member
