We’re having the same problem. We reached platinum after our spring cruise. Our captains circle history shows us both as platinum. But when I went to order our medallions I was platinum but DH was still ruby. I was on the phone for almost 2 hours trying to get it corrected. After 45 mins of total frustration she put me on hold and said she need to speak to somebody else. She came back and said that the other person said we didn’t qualify because we only have 4 cruises. I said our CC history shows 5 which is correct. I told her I had my history in front of me and it clearly said 5 cruise, 38 days, platinum. She said I was wrong, and there was nothing she could do. I gave up and emailed the CC desk, and who knows if I’ll get a reply. We’ve got so many issues on this upcoming cruise and we can’t get anyone to help with anything. Very frustrated….like a lot of you.