Canceled and repurchased cruiser planner items and now paid off booking has balance due

[atabs12]

Please check your bookings everyone. I did cancel and repurchase cruise planner items and now I have a balance due on two rooms that were paid in full on 29 September at time of booking. The link in the cruise planner just lit up and when I clicked on it it under reservation I don’t owe anything. Then I called and sure enough the told me room #1 I owe 399.80 and room two 135.60. They were not able to fix it. I have to call back by 05 December. I was assured that my booking would not cancel, 

I am beyond frustrated with RCL right now. 
How do I contact someone in corporate/executive team about this?

[dada2199cc]

No chance these are for air2sea bookings?

[soremekun]

Were the purchases made with OBC?  Did you reprice in the interim and the new fare did not offer OBC?

Just trying to get an idea of how this may have happened.

[Sunshine3601]

Do you have the invoice from 9.29 that shows $0 balance?

If yes, then wait until Monday and call during morning business hours.   I find the weekday reps to be much better than some of the evening or weekend reps.

[CFLRetired]

I'm not sure if Cruise Planner if having an issue or not, but I cancelled drink packages and refreshment packages and re-ordered due to Black Friday's sale.  I received the emails showing cancelled and re-ordered, but in the Cruise lanner it's showing a totally different refund amount.  It's off about $500 from what I should get back and from what Royal's emails shows.

[BecciBoo]

Believe me, everyone in the IT department is well aware of all that is occurring!  We'll never know how it happened, but they are on it big time.  I just hope they get it all sorted and I get my orders at the advertised price this morning's email suggested!  I only have 22 days to get it done.

[easyqueasy]

This has happened to me before after final payment and then making a cruise planner purchase. They couldn’t fix it the first time I called and they said it’d be fix next week. Next week came and it still wasn’t fixed so they said give it another week, but it was fixed about three days after when I checked online. Hope yours is fixed quickly.

[atabs12]

20 minutes ago, dada2199cc said:

No chance these are for air2sea bookings?

No just regular cruise booking. I live 3 hours away from port so we always drive

[atabs12]

16 minutes ago, soremekun said:

Were the purchases made with OBC?  Did you reprice in the interim and the new fare did not offer OBC?

Just trying to get an idea of how this may have happened.

No OBC involved. Booking were made with regular payment by CC. Was a casino offer and had to be paid in full at time of booking

[atabs12]

25 minutes ago, Sunshine3601 said:

Do you have the invoice from 9.29 that shows $0 balance?

If yes, then wait until Monday and call during morning business hours.   I find the weekday reps to be much better than some of the evening or weekend reps.

Yes I have all the invoices and receipts. Thanks for the suggestions. I will call them back on Monday. The link pay remaining balance showed back up out of a sudden. If I go there to pay it says paid in full but I called RCL  to confirm and the bookings show that I owe money. I don't even know how they came up with the amounts owed.

I found another thread on CC about this. 
https://boards.cruisecritic.co.uk/topic/2843250-rci-keeps-sending-me-notice-of-balance-due-for-paid-up-cruise/

 

They better get this fixed

Edited November 19, 2022 by atabs12

[atabs12]

21 minutes ago, easyqueasy said:

This has happened to me before after final payment and then making a cruise planner purchase. They couldn’t fix it the first time I called and they said it’d be fix next week. Next week came and it still wasn’t fixed so they said give it another week, but it was fixed about three days after when I checked online. Hope yours is fixed quickly.

Thank you very much for sharing your experience. I hope they fix it quickly as well. Fingers crossed I get refund from canceled purchases. I have my doubts at the moment. I almost wish I did not cancel and repurchase items.  The money I saved is not worth this hassle. Lesson learned

Edited November 19, 2022 by atabs12

[atabs12]

34 minutes ago, CFLRetired said:

I'm not sure if Cruise Planner if having an issue or not, but I cancelled drink packages and refreshment packages and re-ordered due to Black Friday's sale.  I received the emails showing cancelled and re-ordered, but in the Cruise lanner it's showing a totally different refund amount.  It's off about $500 from what I should get back and from what Royal's emails shows.

Please monitor your booking and refund closely. RCL system is all sorts of messed up at the moment

[Tree_skier]

I made a purchase yesterday in my cruise planner.  It indicated that it didn't go through.  However when I look at my online banking it shows a pending charge for the amount of the purchase.  Royal's IT is embarrassing.  

[forests_lover]

I cancelled and re-ordered items as well, but when I browse my order history in my cruise planner it shows the following message:

 

You don’t have any orders yet

After checkout is complete, your purchases
will be listed here.

 

I have confirmation emails about the cancellation and re-ordering of those items, but don't know what to do with my empty history of purchases ... 

 

EDIT: 

I can see the booked items in the app, but not on the website.

Edited November 19, 2022 by forests_lover

[fenton04]

When we did a lift and shift for a 2020 cruise.  I looked up the new reservation on our paid off cruise. it had a new balance.  The whole amount!!!  Shocked I called Celebrity and was assured that the amount would adjust in a week or two. You guessed two months later still no adjusted amount owed.  So we copied all the paperwork.  Sent it certified mail to Miami.  It was escalated to someone who fixed it.  Yikes!!!

[Max and Ruby]

1 hour ago, forests_lover said:

I cancelled and re-ordered items as well, but when I browse my order history in my cruise planner it shows the following message:

 

You don’t have any orders yet

After checkout is complete, your purchases
will be listed here.

 

I have confirmation emails about the cancellation and re-ordering of those items, but don't know what to do with my empty history of purchases ... 

 

EDIT: 

I can see the booked items in the app, but not on the website.

I have something similar. Cruise planner not showing my daughter’s excursion. The order history states “modified”. I called directly to make this cancellation and change. Staff person mistakenly added my husband to the excursion instead of my daughter so they had to cancel him and add her. I called back inquiring about my daughters excursion when I saw it not in the planner or order history and C&A said it was there. I have email confirmations of all of this and my credit card is pending the right amount.

Try this … try adding the excursions and people that you know you booked in the planner. When I did this to try and add my daughter, there was an error that said something like “ you already are booked for this excursion at this time.” 
 

so weird.

[forests_lover]

2 hours ago, Max and Ruby said:

I have something similar. Cruise planner not showing my daughter’s excursion. The order history states “modified”. I called directly to make this cancellation and change. Staff person mistakenly added my husband to the excursion instead of my daughter so they had to cancel him and add her. I called back inquiring about my daughters excursion when I saw it not in the planner or order history and C&A said it was there. I have email confirmations of all of this and my credit card is pending the right amount.

Try this … try adding the excursions and people that you know you booked in the planner. When I did this to try and add my daughter, there was an error that said something like “ you already are booked for this excursion at this time.” 
 

so weird.

well, it sounds a software bug in their planner website ... and thank you for the suggestion

Edited November 19, 2022 by forests_lover

[Valmoisy]

After cancelling and rebooking cruise planner items I also noticed that the pay balance due button on my cruise planner is lit up but when I click on it I'm told that no balance is due.  I assumed I was all set but I guess I should call since we seem to be having similar problems with our cruise planners like not being able to cancel the refreshment package.  Thanks for the heads up.

[atabs12]

17 minutes ago, Valmoisy said:

After cancelling and rebooking cruise planner items I also noticed that the pay balance due button on my cruise planner is lit up but when I click on it I'm told that no balance is due.  I assumed I was all set but I guess I should call since we seem to be having similar problems with our cruise planners like not being able to cancel the refreshment package.  Thanks for the heads up.

No problem. Good Luck. I hope that everything turns out good for you. I will be back on the phone on Monday or Tuesday to check on the status and fingers crossed

[Valmoisy]

14 hours ago, atabs12 said:

No problem. Good Luck. I hope that everything turns out good for you. I will be back on the phone on Monday or Tuesday to check on the status and fingers crossed

I called the crown & anchor number today to have them check my account and was told that they show no balance due.  Fingers crossed that I'm all set but you never know with Royal's IT.  Good luck getting your problem resolved.

 

[atabs12]

Update:  It looks like it has been fixed. The pay remaining balance link is grey again showing no balance due on both my rooms.

I don’t even know how this all happened. The rep said yesterday it had to do with cruise planner cancelation and refunds not being applied correct by system.

Lets see if the refund from cancelation will show up on CC. 
The internet is showing up cheaper today in cruise planner. I am not repurchasing. Scared it will mess everything back up.

For now so thankful it has been fixed.

Thanks everyone for the advice and support

 

 

 

[forests_lover]

12 minutes ago, atabs12 said:

Update:  It looks like it has been fixed. The pay remaining balance link is grey again showing no balance due on both my rooms.

I don’t even know how this all happened. The rep said yesterday it had to do with cruise planner cancelation and refunds not being applied correct by system.

Lets see if the refund from cancelation will show up on CC. 
The internet is showing up cheaper today in cruise planner. I am not repurchasing. Scared it will mess everything back up.

For now so thankful it has been fixed.

Thanks everyone for the advice and support

 

 

 

I cancelled and re-purchased just now, and all went good ..

but I face some weird thing, I posted about it here in the forums

thread title: 2 planners for the same cruise ...

 

if you notice there is a new planner website just launched before couple days for black Friday sales, and the original planner website is hidden in the side menu: Manage My Cruise -> Cruise Planner. once you open RC website and login just hit the top left side menu icon to open it.

you will end up with 2 planner websites: one with your history of orders and one without (which's the new black Friday one).

Now, I'm thinking to purchase something from the new black Friday site but before doing that, I need someone who tried it to confirm if it went well.