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Shotgunblasting

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  1. ***MAJOR UPDATE*** After Royal Caribbean initially refused my request for a refund a couple weeks ago, I opened a complaint with the Better Business Bureau. Having worked in billing disputes & executive complaints for many years, I knew a BBB complaint would not be taken lightly & would get the proper attention it deserves. IT WORKED! I got a response from Royal via the BBB today saying they will be processing a full refund of what I am owed ($1215.00), which should be refunded to the credit card I used within 3-4 business days. Despite the constant runaround and wasted hours spent trying to work with Royal on this issue, I did respond that I appreciated their having reviewed my inquiry and for responding with an acceptable resolution. As long as the refund goes through - it'll be case closed. I hope my situation is able to help others going through similar battles over their FCCs or trying to obtain refunds. I will be glad to assist anyone with additional questions if I am able. Thank you to everyone here for your help & support. This long headache is finally over (once that refund hits my card 🙂 ). Thanks Again -
  2. Yes, you’re correct. I did call and inquire - they said they will be issuing the difference in yet another FCC that I don’t want. So basically they get to hang onto my $1215.00 and earn interest on it.
  3. I’d like to give everyone an update on developments in the past week or so. As @Pstreet12 mentioned, I have worked in billing disputes for major banks for many years so I knew that was always my final option, but filing a dispute does tend to often cancel your booking. Even if it’s simply a case of being overcharged or a simple error. I’ve seen too many horror stories from customers who file a dispute with their credit card, everything gets straightened out correctly, the merchant gets the money they’re owed - but the customer shows up to the booking (be it a hotel, flight, or cruise) only to find out the merchant completely canceled their service due to the dispute. It’s like a petty way of pushing back. As a last ditch effort before filing a credit card claim, I decided to make 1 more attempt to get someone on the phone with Royal who would empathize and attempt to assist. I spent a total of 8 hours on the phone going up the chain to different members of management only to once again and unequivocally be told NO. In effect, “Sorry About Your Luck.” Royal said they will keep my $ and only allow it for future bookings. Several days later - an invoice showing the correct amount actually showed up in my inbox! It showed the correct amount I should have been charged if the FCCs were applied (which ended up being 521.04). So to remind everyone, the issue is that instead of charging me 521.04, Royal charged me $1736.04 because they didn’t originally apply the FCCs and now won’t refund me the difference, which is $1,215. Sending me that invoice actually helps my credit card dispute case because it shows they understand exactly what happened but still refuse to refund me the difference. So I called my Credit Card and filed a dispute. Also filed a complaint with the Better Business Bureau. Hopefully I can get a resolution without Royal forced-canceling my booking like often happens when a dispute is filed.
  4. I know others keep saying Yes, but I’ve been dealing with Royal on this for the last 2 weeks. Literally 15+ hours on the phone and I’m telling you they won’t do it.
  5. Well now I know it wasn’t just a bad rep I spoke with last week as some suggested. After spending 11 straight hours on the phone with Royal today (not exaggerating), they told me the exact same thing again. “We’ve already charged you in full so the FCCs cannot be applied.” I said “I only paid in full because you erroneously charged me in full.” Their response: “Either way, it’s done now so we can’t refund you.” I told them it’s the same situation as this: if you went to a restaurant and your meal cost $50, but they charged you $500... Would you accept it if they said, “we can’t refund you the difference of $450 but we’ll give you $450 in gift certificates to our restaurant.” ? NO. NOBODY WOULD ACCEPT THAT. They still say they refuse to refund me the difference. I continue to ask how they can erroneously charge me yet hold me responsible. They have no answer. They just continue to say, “Because you already paid in full.” So to recap — when I booked this cruise online - I found the sailing we wanted and got to the payment page. I entered the FCCs and the website indicated they were applied. The cost of the cruise was $1700. The FCCs totaled $1200, which left a difference of $500. I entered my credit card to pay the $500. Instead of charging me $500, Royal charged me the full price of the cruise ($1700). However, immediately after that Royal sent me emails saying “Your cruise credits have been applied and you’ll receive an updated fare statement soon.” I never received it and started to call, that’s when this whole process began. Heartless. Worthless. And Ridiculous. Worst experience I’ve ever had with a merchant of this size. This is literally insane! How can they justify this? They say they have no ability to process refunds. I said “People cancel and you process refunds literally EVERY DAY.“ They won’t budge. Considering simply disputing the entire thing and canceling with my credit card company. Don’t even want to go on this cruise now. They’ve ruined it for me. My family still wants to go but I’m over it. I’m lost now. The death of the little man 2020
  6. Currently holding for a little over 3 hours. I’ve been able to speak with humans for a total of 10 minutes. The first person transferred me to someone else without informing me first. The second has placed me on hold for 2.5 hours after explaining my issue without checking back on me. Gotta love it. This is why I do vegas - not cruises. The hospitality doesn’t even compare.
  7. Thanks for the suggestion. I actually work for a major credit card company in fraud and billing disputes, so I’m well versed in the dispute process. My only concern is that when customers dispute things like this, they often show up to the port to find out the cruise line won’t let them board. Even if it’s been paid in full, completely squared away, and the dispute was resolved in manner in which the cruise line still received the full payment they were owed. I am going to try and call again — just dreading it. The last time took 4.5 hours to finally get a supervisor and be told no. The original rep I was speaking with, after keeping me on hold for 45 minutes without checking back a single time, came back to the line and said, “Hey so tell me your issue again, I forgot.”
  8. there u go........................ now maybe u could try Royal Caribbean refuses to allow me to use my cruise credits despite following all instructions exactly as they advised. I originally booked a Royal Caribbean cruise in January 2020 for a sailing date of May 11th 2020 on the Independence of the Seas. All cruises were canceled due to the global pandemic. Royal Caribbean offered consumers 2 options. Consumers could request a full refund for their canceled cruise. Or consumers could receive a 125% future cruise credit based on the original cruise amount paid rather than receiving a refund. I opted for the 125% future cruise credit. I received the future cruise credits in the form of certificate numbers via email on 4/29/2020. I received 3 cruise credit certificates each in the amount of $477.00 (one certificate for each passenger). The email from Royal Caribbean containing the credits states the following, "To redeem your future cruise credits, please contact your travel advisor or visit our website to book your new sailing and apply your credit." On 5/19/2020, I visited Royal Caribbean's website at www.RoyalCaribbean.com to book a new sailing using the future cruise credit certificates. I found a cruise similar in price to our original booking and entered the future cruise credits to be applied to the booking. During the booking process, I was instructed to enter the future cruise credit certificates to be applied to the new booking. I followed the provided instructions, entered the certificate codes, and the website showed the certificates were recognized and would be applied to the new booking. The new booking was slightly higher in price (approximately $300), so I was also instructed to enter a form of payment to cover the difference in price that was not covered by the cruise credits. I entered a personal credit card. After processing, the final confirmation page showed a total price of $1736.04. However, it also stated that an updated an invoice would be sent after the future cruise credits were applied. The confirmation page stated my future cruise credits needed to be reviewed for validity. Once reviewed and confirmed, a new invoice would be sent showing the updated total with the future cruise credits applied. I received an email confirmation showing a total $1736.04 on 5/19/2020. Within 1 minute, I also received 3 emails from Royal Caribbean showing my future cruise credits and stating the following: "Your future cruise credits were applied successfully and a new booking invoice with the reduced fare will be sent to the email address on file." I never received a new invoice and when I received my credit card statement I found that I had been charged for the full amount of $1736.04 on 5/20/2020. I contacted Royal Caribbean Customer Service via phone (800-256-6649) at 656pm MST on 6/1/2020. After speaking with a Supervisor, I was informed that my future cruise credits could not be applied to Reservation ID 541344 because I had already paid in full. I explained that I followed the instructions provided by Royal Caribbean and booked my cruise online using the future cruise certificates provided. I explained that I received a confirmation email from Royal Caribbean on 5/19/2020 confirm my cruise credits had been applied and advising me that I would receive an updated invoice with the lower fare. I was informed by a Supervisor that this was incorrect and future cruise credits cannot be applied online as stated in the email sent to consumers who chose this option. .The Supervisor stated that the cruise credits could not be applied to this booking and could only be used for future bookings. She said the only way these credits could have been used was via phone, which contradicts prior communication. She stated they will not apply the credits to the second booking and cannot make any adjustments to the fare. She said the amount overpaid must be granted in yet another fcc that I don’t want. So I’ve now paid for this 1 cruise twice with even more fcc’s on the way that I don’t want. I feel this is a predatory practice designed to trickconsumers into spending more than intended. Royal Caribbean is not following the terms the provided to consumers and it appears they are attempting to capitalize on the fact that consumers were forced to cancel due to the pandemic. I’m only asking for them to allow me to use the fcc’s they provided in accordance with their instructions. But they continually refuse to assist or apply the credits as originally advised. I’m so disgusted I’m just ready to drop the whole thing and file chargebacks with my credit card company. Royal is ruining their reputation. They’re forcing consumers to spend more than they intended and I refuse to accept it.
  9. Yes, you understand correctly. Royals emails say you can use the FCCs to rebook online, which is what I did. When I rebooked it showed the FCCs were applied. Only a $300 balance remained which I paid via credit card. The first itinerary they sent showed the full $1700+ price but said “You’ll receive an updated fare receipt when FCCs are applied.” They the sent an email saying the FCCs were applied but no update fare was attached. They charged the full $1700+ to my credit card and when I called they said, “Sorry, FCCs can’t be applied online. And because you already paid (only because they charged me the full price) the FCCs now can’t be added after the fact.” I asked the Supervisor, “Are you not dealing with 1000s of customers in this situation?” And she reluctantly said, “Unfortunately, yes we are. But we’ve been told there’s nothing we can do.”
  10. Thanks for your opinion, sincerely. I understand but disagree as I have worked in executive complaints for national financial institutions for many years and over 75% of complaints are tossed due to lack of thorough explanation. “You cancel my cruise. You no let me use cruise credits. Me want refund” Doesn’t cut it. Not here to argue over that, just interested in seeing if anyone else is experiencing a similar situation. Royal’s social media pages are flooded with consumers who have not been allowed to use their FCCs and were then charged full price for future bookings.
  11. I apologize, formatting such as paragraph and font size were lost when this was copied + pasted over from the complaint I sent RCIs executive team (personal info edited out).
  12. Royal Caribbean refuses to allow me to use my cruise credits despite following all instructions exactly as they advised. I originally booked a Royal Caribbean cruise in January 2020 for a sailing date of May 11th 2020 on the Independence of the Seas. All cruises were canceled due to the global pandemic. Royal Caribbean offered consumers 2 options. Consumers could request a full refund for their canceled cruise. Or consumers could receive a 125% future cruise credit based on the original cruise amount paid rather than receiving a refund. I opted for the 125% future cruise credit. I received the future cruise credits in the form of certificate numbers via email on 4/29/2020. I received 3 cruise credit certificates each in the amount of $477.00 (one certificate for each passenger). The email from Royal Caribbean containing the credits states the following, "To redeem your future cruise credits, please contact your travel advisor or visit our website to book your new sailing and apply your credit." On 5/19/2020, I visited Royal Caribbean's website at www.RoyalCaribbean.com to book a new sailing using the future cruise credit certificates. I found a cruise similar in price to our original booking and entered the future cruise credits to be applied to the booking. During the booking process, I was instructed to enter the future cruise credit certificates to be applied to the new booking. I followed the provided instructions, entered the certificate codes, and the website showed the certificates were recognized and would be applied to the new booking. The new booking was slightly higher in price (approximately $300), so I was also instructed to enter a form of payment to cover the difference in price that was not covered by the cruise credits. I entered a personal credit card. After processing, the final confirmation page showed a total price of $1736.04. However, it also stated that an updated an invoice would be sent after the future cruise credits were applied. The confirmation page stated my future cruise credits needed to be reviewed for validity. Once reviewed and confirmed, a new invoice would be sent showing the updated total with the future cruise credits applied. I received an email confirmation showing a total $1736.04 on 5/19/2020. Within 1 minute, I also received 3 emails from Royal Caribbean showing my future cruise credits and stating the following: "Your future cruise credits were applied successfully and a new booking invoice with the reduced fare will be sent to the email address on file." I never received a new invoice and when I received my credit card statement I found that I had been charged for the full amount of $1736.04 on 5/20/2020. I contacted Royal Caribbean Customer Service via phone (800-256-6649) at 656pm MST on 6/1/2020. After speaking with a Supervisor, I was informed that my future cruise credits could not be applied to Reservation ID 541344 because I had already paid in full. I explained that I followed the instructions provided by Royal Caribbean and booked my cruise online using the future cruise certificates provided. I explained that I received a confirmation email from Royal Caribbean on 5/19/2020 confirm my cruise credits had been applied and advising me that I would receive an updated invoice with the lower fare. I was informed by a Supervisor that this was incorrect and future cruise credits cannot be applied online as stated in the email sent to consumers who chose this option. .The Supervisor stated that the cruise credits could not be applied to this booking and could only be used for future bookings. She said the only way these credits could have been used was via phone, which contradicts prior communication. She stated they will not apply the credits to the second booking and cannot make any adjustments to the fare. She said the amount overpaid must be granted in yet another fcc that I don’t want. So I’ve now paid for this 1 cruise twice with even more fcc’s on the way that I don’t want. I feel this is a predatory practice designed to trick consumers into spending more than intended. Royal Caribbean is not following the terms the provided to consumers and it appears they are attempting to capitalize on the fact that consumers were forced to cancel due to the pandemic. I’m only asking for them to allow me to use the fcc’s they provided in accordance with their instructions. But they continually refuse to assist or apply the credits as originally advised. I’m so disgusted I’m just ready to drop the whole thing and file chargebacks with my credit card company. Royal is ruining their reputation. They’re forcing consumers to spend more than they intended and I refuse to accept it.
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