For the past five days I have been attempting to contact Guest Services. Each time I h...

GetHuman-mullaneg's Complaint issue with Universal Studios Orlando from March 2021

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The issue in GetHuman-mullaneg's own words
For the past five days I have been attempting to contact Guest Services. Each time I have been advised that my wait time was over ** minutes. I did wait on the call for over *** minutes and no one ever got on the line. After that I sent the following information in an email to: *****@***.com,*****@***.com,*****@***.com**Last year, I ordered a Premier Annual Pass for Universal Studios Orlando on line on January **, ****. I was supposed to visit Universal in April ****, but due to Covid-**, the parks were closed on March **, ****. As a result, I never picked went to the park and I never picked up my Annual Pass up. At that time, I called Guest Services and explained the situation and I was advised that my Annual Pass would be activated, once the parks were reopened and I was able to go to Universal again.**After finally getting my two vaccinations for Covid-** in February ****, I made plans to visit the parks on March **-**, ****. I made a reservation at the Endless Summer Dockside on February **, **** and then I called Guest Services to find out how to get my Annual Pass. I was told that all I would have to go to guest services on Thursday, March **, ****, and pick up the Annual Pass. The representative I spoke with said all the notes about the Annual Pass were in my file and I shouldn't have a problem. Unfortunately, that wasn't what happened. I arrived at Guest Services, near the entrance to City Walk at about *:**, after almost two hours, finally, the representative there gave me what I thought was a new Annual Pass, I thanked her and left.**On April **, ****, me and my two friends, got to the park at *:**, so we could get in at *:** (early admission). My friends entered, but I was not allowed in as I was told my Annual Pass was expired. I was furious. The representative at the gate told me I would have to go back out to the outside Guest Services and straighten the situation out. I demanded to see a Manager, which the representative did get. After speaking with her, she instructed the other young lady to take me over to the inside Guest Services area, which she did. After spending another hour, the Guest Services representative, issued me a new pass and stated that it would be valid until March **, ****. **Upon my return home, I tried to link my new card with my Universal account. To my surprise, a message came up stating that the Annual Pass was already linked. There were two Annual Passes attached to my account, one expired in **** and the other with an expiration date of ****. Neither of these are the Annual Pass I was supposed to have been given. I never used my Annual Pass in ****, I was advised by Guest Services that my pass would be valid until March **, ****. **I tried calling both the toll-free number and the *** local number today. I was on hold for over two hours and no one picked up the phone. I tried looking up the order using the Order Confirmation Number that was sent to me on January **, ****, which indicates I made the purchase for the tickets, and I received a message indicating the order couldn't be found. I paid for the Annual Pass on my American Express card, so I can find that receipt if necessary.**I have no idea what the representatives did, but I already paid for a premier annual pass that was supposed to be good for a one year in ****, which I did not use at all in ****, due to no fault of my own. I was told I would get the benefit of the Annual Pass from ****-****. Now all I have is a pass that will expire in * months. **I want a new Premier Pass that doesn't expire until ****, and due to all these issues, I think that I should get the benefit of the deal going on which is getting * extra months. This is no way to treat customers who have been going to Universal every year since I have lived in Florida. Kindly advise me how this matter will be resolved asap. You may reach me at ***-***-****.*Sheri Mullane

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Universal Studios Orlando

Complaint issue
Reported by GetHuman-mullaneg
Mar 30th, 2021 - 4 months ago
Not resolved
Seen by 15 customers so far
Similar issue to 51 others
0 customers following this

Timeline

GetHuman-mullaneg started working on this issue
Mar 30th 4:08pm
GetHuman-mullaneg indicated the issue is not fixed yet.
Mar 30th 4:10pm
GetHuman-mullaneg indicated the issue is not fixed yet.
Mar 30th 4:10pm
GetHuman-mullaneg indicated the issue is not fixed yet.
Mar 30th 4:11pm

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