UPDATE 11/15/24: The head of customer experience just called me. They’re dropping the case and unblocking our profiles in their system. She’s also going to give my kids some VIP experiences next time we go. She expressed regret that we were treated this way and said it was customers like us that she loves and wants to make feel valued. All's well that ends well. Thank you to those who chimed in with support and helpful advice!

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My family has been highest tier annual pass holders for Legoland multiple times since 2018. We've stayed at the Legoland Hotel multiple times. Whenever we go, we wind up spending hundreds more dollars on food and merch. We celebrated my son's 2nd birthday at the Legoland Hotel and were hoping to spend his 8th birthday coming up mid December there too. We were Legoland superfans.

On 9/19/24 my husband's credit card was fraudulently used to purchase 6 day passes to Legoland to the tune of $504. We immediately called Bank of America to cancel the card, initiate a fraud dispute, and immediately called Legoland to alert them. Legoland said the tickets had already been scanned and the scammers were in the park and there was nothing they could do. We filed a police report, and it's been an overall annoying experience, but we've done everything we can on our end.

On October 10th, 2024, we had friends call to invite us to go to Legoland with them the next day. So we, once again, bought Annual Passes (doing the downpayment monthly fee option) for all four members of our family, mom, dad, son (7) and daughter (3). The process of buying the annual passes was janky in that the system kept saying our card was denied, no matter which card we used. We called both Legoland and Bank of America, and each told us there was no problem on their end. After dozens of times trying, I finally got the purchase to go through--I have no idea how, but I did. I thought that was the end of the struggle. We went to Legoland with our friends, and then went back twice more during October. We were happy with our decision to purchase Annual Passes again.

Cut to November 10th, the day before Veteran's Day, when my son would be out of school, and both kids were asking to go to Legoland again. So we were planning on going November 11th, when I get this message:

"Our system had an issue collecting the payment. Please take a moment to login to your account via the Member Portal to review your billing details and update your information. Please note that the pass and benefits associated with this account has been temporarily suspended until payment has been collected."

So, that's irritating, but ok. I go to the payment portal, I update the card; it won't go through. I try another card. It won't go through.

Now it's Veteran's day, and after telling my kids I would take them to Legoland, now I cannot, because our passes don't work. I called Legoland and they actually told me to purchase day passes if I wanted to go! They also said they would alert their "Profit Protection Team" as to my issues and someone would get back to me.

Yesterday, I got this email:

"We wanted to let you know that it looks like the issue was an order by [HUSBAND] had a fraud chargeback issued on it, so that is affecting the status of your memberships. Our Finance Team has advised you will need to reach out to the bank to obtain a letter from them that the chargeback has been reversed before we can have your information unblocked in the system. For your current passes there was also a misunderstanding where they were accidentally cancelled. We apologize for the inconvenience. Once we get your details unblocked you can purchase new Monthly Memberships and we will be happy to refund the Down Payments to get you started with new Monthly Memberships."

I called them, reiterated what happened, and sent them the police report.

Today, I get this email:

"After a detailed investigation by our Profit Protection team, we have concluded that the chargeback related to order *****8263 was processed in error. Based on the review of all relevant information, including transaction records and associated details, our team has determined that the purchase was legitimate. As such, the claim of fraud has been assessed and found to be inaccurate. As a result, we are respectfully requesting repayment of the chargeback amount of $504.00 USD. Please note that this decision is final, and we are unable to reconsider or enter into further discussions regarding this matter."

So, to recap: on 9/19 our credit card was hit with fraud at Legoland, which we very promptly reported to both Legoland and our Bank, and filed a police report.

On 10/11 we purchased Annual Passes for 4 people, putting down a deposit of nearly $400, agreeing to a monthly payment of $93 for the next year, for the right to go to Legoland whenever we want (again, we purchased the highest elite tier).

Legoland has now cancelled our passes, are not refunding our money, and on top of it, insisting we pay them $504 for the fraudulent 9/19 charge.

I'm beyond irritated. It's embarrassing to me how many thousands and thousands of dollars we've spent at Legoland over the past years to end up be treated this way. It is disheartening and disgusting.