I was on the phone with RC yesterday - rebooking some dining including Chef's Table (saw they now had many specialty dining offerings at 15% off). During that call, they asked if I wanted to go ahead and prepay the gratuities. I said sure - and gave them my CC.
After that call - I looked at my credit card account to verify the new charges (I know the refunds on the cancellations take a while). I then went in to verify my RC charges. I noticed two odd things in my charges. My final payment had a different amount from the payment on 1/31 - $184.00 less than the payment shown on my Visa. Then - on 2/4 - there was a $184.00 credit to my credit card. I had no email or matching amount from anything cancelled that matched that.
Later yesterday, I got an email from RC saying I had a balance due of $387. This is the $203 gratuities and that $184! It said my cruise could be cancelled if I didn't pay it. So I figured they messed up the billing - and that $387 made sense, given I got that unexplained credit. I clicked on the link on the email to pay. It also showed $387 due. However, when I attempted to pay - it said I couldn't pay - as the balance due didn't match that amount.
So - I've been on the phone with RC now for a half hour. The first agent disconnected me when trying to transfer the call. The second agent (Angela) has been great - trying to figure out what's wrong. She showed just $203 due for the gratuities. She saw nothing on the account to explain that $184 credit. She is now working with Resolution Services (I think that's the department) to try to straighten out this $184 credit - that in one spot Angela looks is still due - and in another shows $0 due. She keeps popping back on the call to let me know they're still working on resolving this. I want this straightened out so I show $0 due on ALL their systems. We have RoyalUp bids pending - plus, I don't want RC to cancel our cruise on us - when this is clearly THEIR mistake!!
Has anyone else had issues like this?
