OBC Drama

[Florida32]

We just departed Freedom this AM. Prior to the cruise our travel agent gave us $50 obc plus another $150. Royal had Also seemed to give us a promotional obc of $25 in the cruise planner that said it had to be used on pre cruise purchases. 
 

when we boarded Royal only had a record of the $50+$25. We called and emailed the TA who confirmed the additional $150 should be there but it may not show until night 2. We couldn’t make it to guest services night 2 due to a medical issue. 
 

We stopped by last night and they still didn’t see it. 
Our travel agent is insisting they sent it over and Royal is telling us we used it all. We had only used the $75. 
 

I have sent screenshots showing our onboard statements. The only bill went to my card. Also somehow our tips show refunded this morning which we didn’t ask for. Not sure if it’s because my sister was in isolation ? 
 

If the TA can’t assist what is our next step?