X Strikes Again....

I am so PO'd today I can barely think straight....

Checked my bank accounts today and discovered an unexpected charge on my account: over $1500 charged to me by X/Mercury yesterday!

If you recall, I checked myself off Mercury in SF on the 2nd day of the 11-day cruise I had won from X through Travelocity. After I checked out from the front desk and had returned to the room to gather my belongings to take down to the pier, they called and told me that they didn't have my charge number on file for my onboard expenses to which I replied that they had taken the number in Mexico - they could check on the laptops that they've left there and get it from there as I was not about to give them my number again to be used for lord-knows-what.

My friend Don, who was in the same room and also left that day had reviewed and signed off on the charges to be placed on the card that he'd registered as he checked out that am.

Since my other friend Scotty stayed aboard in our room and continued to Seattle (where he lives), he of course continued to charge items to the room. He too had supplied his own card for his shipboard expenses when we checked in.

When I called RCCL/X (the number listed on the charge description was the common reservations number - Ugh) I was eventually transferred over to a person in the Resolutions Department. She told me that there was quite a list of charges to my account (DUH) and suggested that maybe charges kept ringing up since I didn't check out at the front desk? Had I left my card in the room for my friend to use? I certainly didn't appreciate her asserting that my friend might be dishonest. She then suggested that they didn't have other cards on file, so they'd charged everything to me since I was the primary on the stateroom - to which I responded that that was ridiculous, as we all checked in and supplied our own cards, I've never had a problem with keeping accounts separate from travel partners on cruiseships before, and that the folks at the front desk had even told me upon checkout that they didnt have my account number on file!

She e-mailed me the account breakdown so that I could sort out which charges belonged to who - an excerpt of which is below:

5/8/2006 1 MARTINI BAR $21.85 (USD)

5/8/2006 1 WINE CELLAR $19.55 (USD)

5/9/2006 1 WINE CELLAR $46.00 (USD)

5/9/2006 1 NAVIGATOR DISCO/LOUNGE $12.59 (USD)

5/8/2006 2 MARTINI BAR $10.93 (USD)

5/8/2006 2 MARTINI BAR $1.00 (USD)

5/8/2006 2 DINING ROOM/CHAMPAGNE $2.24 (USD)

5/8/2006 2 DINING ROOM/CHAMPAGNE $1.00 (USD)

5/9/2006 2 LAUNDRY $12.75 (USD)

5/9/2006 2 AQUA SPA $36.30 (USD)

5/9/2006 2 MARTINI BAR $21.85 (USD)

5/9/2006 2 MARTINI BAR $4.00 (USD)

5/9/2006 2 DINING ROOM/CHAMPAGNE $2.24 (USD)

5/9/2006 2 DINING ROOM/CHAMPAGNE $1.00 (USD)

5/9/2006 2 NAVIGATOR DISCO/LOUNGE $27.43 (USD)

5/10/2006 2 CASINO ENTERTAINMENT $100.00 (USD)

5/8/2006 3 SKY BAR $13.17 (USD)

5/8/2006 3 MARTINI BAR $10.93 (USD)

5/9/2006 3 AQUA SPA $108.90 (USD)

5/9/2006 3 AQUA SPA $36.30 (USD)

5/9/2006 3 AQUA SPA $22.00 (USD)

5/9/2006 3 GIFT SHOP $3.99 (USD)

5/9/2006 3 TASTINGS BAR $5.75 (USD)

5/9/2006 3 TASTINGS BAR $1.00 (USD)

5/9/2006 3 MARTINI BAR $32.78 (USD)

5/9/2006 3 MARTINI BAR $2.00 (USD)

5/9/2006 3 CASINO ENTERTAINMENT $20.00 (USD)

5/9/2006 3 NAVIGATOR DISCO/LOUNGE $6.84 (USD)

5/9/2006 3 NAVIGATOR DISCO/LOUNGE $5.69 (USD)

After scratching my head for a few minutes, I noticed a pattern to the dating and the relevance of the number between the date of the charge and the description: that little number corresponds to the individual who initiated the charge - I'm #1, Don is #2 and Scotty is #3. Why the heck those idiots in whatever office who run these charges couldn't figure that one out and apply the charges correctly absolutely baffles me!

I e-mailed and faxed the info back to my contact at their offices - I tried to call back my contact 2 times to confirm that she'd received the info, but the phone rang and rang and rang...... No Voicemail!

Finally got through to someone else in the department and explained the situation again - she 'couldn't' reverse the charge and apply the appropriate charge today (she had to take my charge number again to get me a credit back) - she has to run it up to some other level and get some kind of "approval" to correct their error - she said that I might get my refund tomorrow. Hopefully I'll hear back.....

My friends returned my calls today, and have offered to take care of this by paying me directly themselves, but I want X to make it right - that's THEIR job, not my friend's.

It was bad enough having a poor experience and getting sick on their ship - I've been considering writing RCCL/X telling them how poorly their product measures up - but this absolutely seals the deal: X and Travelocity are both getting letters from me alright...

:mad:

(I'm feeling like a King alright: King Louis XVI...)

I've been considering writing RCCL/X telling them how poorly their product measures up - but this absolutely seals the deal: X and Travelocity are both getting letters from me alright.

I wouldn't even waste my time writing letters. If Celebrity service is that poor ... your letters are probably just gonna wind up as material for their customer service people to pass around and laugh about.

What I would do ... and what would be far more effective ... is just contact my credit card company and deny the charge ... in its entirety. Then see how quick Celebrity comes back to you ... willing to work things out ... and willing to be far more accommodating and service-oriented than they've been in the past. They will realize then that they either work with you, or they'll get nothing at all.

Believe me, they'll assign someone to go over that bill with a fine-toothed comb and get all the charges properly assigned and billed to the right cards.

Blue skies ...

--rita

Sorry to hear of your troubles, Brian. :(

I'm hoping (confidently) that your CC company will straighten this out. I had booked a group cruise a couple of years ago....

The agency who'd handled the group, "New Orleans Eat Club", suddenly shut their doors.

Shortly after, I got a statement from my credit card co. showing extra charges of over 5 grand.... the guy had taken my credit card and credited other's accounts. (Who'd paid cash).

Turns out the guy was a drug addict and started juggling payments.

ANYWAY, kiddo-

I suffered MUCH STRESS.

Lost MUCH SLEEP.

BUT..... all was OK in the end. Think positively, honey! ;)

I wouldn't even waste my time writing letters. If Celebrity service is that poor ... your letters are probably just gonna wind up as material for their customer service people to pass around and laugh about.

 

What I would do ... and what would be far more effective ... is just contact my credit card company and deny the charge ... in its entirety. Then see how quick Celebrity comes back to you ... willing to work things out ... and willing to be far more accommodating and service-oriented than they've been in the past. They will realize then that they either work with you, or they'll get nothing at all.

 

Believe me, they'll assign someone to go over that bill with a fine-toothed comb and get all the charges properly assigned and billed to the right cards.

 

Blue skies ...

 

--rita

Rita --

You're right about the charge idea - Wells Fargo couldn't have been nicer: they've placed the charge on some sort of "incorrect amount" notice and are willing to waive all kinds of overage fees for me on this.

Yeah, I kinda don't really think X cares one bit about my letter or my opinion of their company - I'm more interested in the response that I get from Travelocity...

I am so PO'd today I can barely think straight....

 

thats not a bad thing.... :D

thats not a bad thing.... :D

Now thats' funny! :)

Gee, Brian, I sure hope I never win a cruise on Travelocity! For sure I won't bother to enter if I ever see one offered. It gives a new perspective to "winning," doesn't it?

Wow, what a mess. I hope you get this straightened out soon. :(

Gee! I hope I never win anything! Too much hassle. Go get 'em Brian!

Well, Brian, I see your spreading your joy everywhere:rolleyes: .

Holy Cow!!!! How ridiculous. That's what the get for hiring accountants from the Close Cover Before Striking School of Accountancy. ;)

An eleven day cruise turns into two day cruise for you and you get a bill for 1,500.00 you didn't expect. Did you get to pay tax as well, for winning a cruise you didn't complete.

When is Travelocity offering another opportunity to "win".....:D

When I saw this post, I decided to go back and find your review of this trip.

I believe you completely on your review.

We sailed on X when it was still Chandris..Galaxy was brand new. Sailed with them multiple times on Mercury ( new ) Infinity, Zenith and Summit.

Our last trip with X was on the Zenith.

For people that sailed years ago to say that X is still maintaining their previous standards, well, they are not seeing the decline we have seen.

On the Zenith, beds were awful ( this was supposedly after a drydock ) sheets and towels had holes in them. Stains everywhere on furniture, etc. Most of all the food. So very sad. When we first cruised them, the food was truly wonderful.

This time we sent dishes back to the kitchen, they were so bad.

People that travel now on X and do not know of the past or do not care that they still bill themselves as a 5 Star seem to be happy with the product.

We have given up on X even though we have sailed enough to have good perks.

We love HAL and had a wonderful cruise recently on Princess Sapphire.

Now to add insult to injury, you have to deal with this accounting nightmare.

It will be straightened out but only after repeated calls, letters and aggravation that you should not have to experience. Plus your own personal time to clear it all up.

As to people saying you should have stayed on the ship since it was free. Sure, another 9 fun filled days of bad beds, bad food and nothing much to do...

Sounds like my idea of a good vacation. NOT !

Celebrity will continue to decline until people wake up and admit that this is not a premium line anymore. The customers need to stop being satisfied with a less than stellar performance.

Having High Standards and expecting the same as advertised is something everyone should do. :)

You didn't know when you were well off, did you? :)

You had to go aned insist they give you the cruise you won. Someone at X wasn't happy with that. Now you know what they can do when you tick them off!:rolleyes:

Now I'm sure you can prove you weren't even on the ship when some of those charges were processed, right? Obviously someone on board was forging your name....:eek:

Good thing the cruise boarded in Mexico or the next thing we know they'd be hitting you with fines for violating Passenger Carriage Act (Jones Act) by leaving the ship when you did.

 

5/8/2006 1 MARTINI BAR $21.85 (USD)

5/8/2006 1 WINE CELLAR $19.55 (USD)

5/9/2006 1 WINE CELLAR $46.00 (USD)

5/9/2006 1 NAVIGATOR DISCO/LOUNGE $12.59 (USD)

5/8/2006 2 MARTINI BAR $10.93 (USD)

5/8/2006 2 MARTINI BAR $1.00 (USD)

5/8/2006 2 DINING ROOM/CHAMPAGNE $2.24 (USD)

5/8/2006 2 DINING ROOM/CHAMPAGNE $1.00 (USD)

5/9/2006 2 LAUNDRY $12.75 (USD)

5/9/2006 2 AQUA SPA $36.30 (USD)

5/9/2006 2 MARTINI BAR $21.85 (USD)

5/9/2006 2 MARTINI BAR $4.00 (USD)

5/9/2006 2 DINING ROOM/CHAMPAGNE $2.24 (USD)

5/9/2006 2 DINING ROOM/CHAMPAGNE $1.00 (USD)

5/9/2006 2 NAVIGATOR DISCO/LOUNGE $27.43 (USD)

5/10/2006 2 CASINO ENTERTAINMENT $100.00 (USD)

5/8/2006 3 SKY BAR $13.17 (USD)

5/8/2006 3 MARTINI BAR $10.93 (USD)

5/9/2006 3 AQUA SPA $108.90 (USD)

5/9/2006 3 AQUA SPA $36.30 (USD)

5/9/2006 3 AQUA SPA $22.00 (USD)

5/9/2006 3 GIFT SHOP $3.99 (USD)

5/9/2006 3 TASTINGS BAR $5.75 (USD)

5/9/2006 3 TASTINGS BAR $1.00 (USD)

5/9/2006 3 MARTINI BAR $32.78 (USD)

5/9/2006 3 MARTINI BAR $2.00 (USD)

5/9/2006 3 CASINO ENTERTAINMENT $20.00 (USD)

5/9/2006 3 NAVIGATOR DISCO/LOUNGE $6.84 (USD)

5/9/2006 3 NAVIGATOR DISCO/LOUNGE $5.69 (USD)

Looks to me like you know how to have a good time. ;)

Gee, Brian, I sure hope I never win a cruise on Travelocity! For sure I won't bother to enter if I ever see one offered. It gives a new perspective to "winning," doesn't it?

I hate to say it ... but my motto has always been "you get what you pay for." In this case, Brain paid zero, and that's about what he got for his money ... just a bunch of aggravation ... from having to fight like h*** to get his prize, then having that prize turn out not to be what was expected ... and now having to dispute onboard charges. Sounds like this winner actually turned out to be a "loser" ... and that's a shame. Thank God my one sailing on Celebrity was as a result of being the guest of a TA group, so my cruise fare was paid to the group (not to Celebrity), and the only dealings I had with Celebrity's accounting department was for my onboard charges ... which thankfully were accurate.

I wouldn't want to go through all this crap that Brian is dealing with. :(

Blue skies ...

--rita

:D Will someone please pass the cheese ?

I smell a made-for-TV movie here? ;) Wonder who they'll get to play Brian???

When I added up the figures that were posted here I got a little over $590 not $1500. Something doesn't sound right here.

Also some of those charges are for only $1 or $2 for drinks??

Brian did you put in the right numbers?

Sorry you are going through all this. Have never sailed on Celebrity and don't intend to.

Sorry you are going through all this Brian.

Truly the cruise that keeps on giving!

When I added up the figures that were posted here I got a little over $590 not $1500. Something doesn't sound right here.

 

Also some of those charges are for only $1 or $2 for drinks??

 

 

Brian did you put in the right numbers?

 

Sorry you are going through all this. Have never sailed on Celebrity and don't intend to.

Brian said it was an excerpt from the charges, not the whole mile long list.

Brian did you put in the right numbers?

Yup KK - that was only page one to illustrate how their onboard accounting looks. (didnt want to bore you w/ Scotty's charges for the rest of the cruise...) ;)

I figure if a goofy blond like me could figure it out in a few minutes, why couldn't/wouldn't the folks who do this for a living figure it out?

At least I have today off so I can spend the day harrassing X to get my dinero back and writing compliant letters...

:(

I have to disagree with all those who say, "don't write a letter, they won't care".

I am sure there is someone at RCCL/Celebrity who would be interested in hearing this whole sorry tale. I'd suggest Celebrity's "brand president" Dan Hanrahan for starters. (Oh, and make sure it's a paper letter - e-mail doesn't have the same impact!) And maybe RCCL CEO Richard Fain too.

If nothing else, they will care because it is not in their best interest to have bad things written about them on a site like this! I am sure it will not be lost on them how much potential business they've lost as a result of this fiasco... Not just from Brian, but from people who have read his posts.

Brian

And don't forget to make copies of the letter you send. Also send it by special mail where you can request a signed receipt.

Your friend really had a good time on that cruise.