Hi, for those of you still looking for a 'pre-paid' items refund, here's our experience so far. It's a lot of detail to get to the latest status, just beware. We cancelled our 3/1 Meraviglia cruise due to a medical issue with a family member on 2/28. It was completely unrelated to Coronavirus and prior to MSC halting cruises. We had purchased cruise insurance and was able to obtain a 'cruise fare' refund in late April. I have been calling and emailing MSC directly since the 1st week of March to obtain a refund (or a status on) on our prepaid items (OBC, excursions, gratuities, internet, and show costs), which was around 2K. We are also trying to get back the port fees/taxes.
I called on 3/8, then again on 3/9, and then emailed firstname.lastname@example.org on 3/10 to request statuses. On the first call (3/8), I apparently called 'Reservations', but needed to speak with 'Customer Service' which is only available M-F, thus the 3/9 call. They asked to me to sum up everything in an email, which I did on 3/10. I didn't receive any response to that email until I did a follow-up to the original email on 3/29. On 3/29 I received a relatively generic response back saying it would take 60 days for refunds to be processed. I also noticed they put a 13 digit SR # (service request, I guess) in the subject line of my email.
I sent another email follow-up on 5/5 to ask the refund status. Calling MSC to get a status had not yielded any success, but much frustration, so I was trying the email route, but enough was enough so I called today, 5/13, to see what was up. I hadn't received any response to my 5/5 email, BUT apparently someone looked at it and submitted my pre-paid refund request to 'Finance' on 5/8. The representative I spoke with today said they would pay the port fees/taxes first and then the rest of the refund would be paid out in 60 days from 5/8 (truly 130 days from cancellation, though). She acknowledged that my initial refund request was just dropped. Had I not emailed/called again, the refund would never have made it into the right hands, which I guess is finance. So...my lesson learned, just because you have a SR #, or were told 60 days, that doesn't mean anything apparently.
I am an American for those that are interested how I booked. Hopefully everyone has better luck than we did so far. I am trying to be patient because these are unprecedented times. It would help if I felt confident that MSC was doing what they actually said they were going to do, i.e. 60 day refunds, as opposed to requests just going into a black hole. On the plus side, I was able to connect right away to a representative today so that was nice. I haven't let this experience deter me as we have another MSC cruise booked for Nov, which we are eagerly awaiting.