I've Been Deleted!!!

[Sunkissed Mommy]

I go to log in to my reservation for my cruise on October 5th. The moment I log in to the C&A/Royal website it says:

 

The first name you entered does not match the first name that we currently have on file for the Crown & Anchor number you entered. Please contact the Crown & Anchor Loyalty Desk.

 

I log in 10 minutes later and get this:

 

The information in the Crown & Anchor database does not match the information you have provided on the website. In order to access your Crown & Anchor program details on the website, the information must match. Please update the information in order to continue or contact the Crown & Anchor desk.

 

Long story short, I'll spare you the details of all the other ways I checked on my C&A account. Turns out there is no longer a C&A number associated with my name/ birthdate. I have been deleted. My C&A number is attached to no one. My name shows no past history with Royal.

 

I have a cruise this coming Sunday. I am 9 points from Diamond and they delete me?!?

 

Thankfully I saved the screen shot and webpage with my cruise history about a month ago. I have all but one of my SeaPass cards.

 

To those who have been deleted from the system due to Royal Caribbean's fabulous IT department. How long did it take you to get reinstated???

Edited September 29, 2014 by smileyperry

[StarSong2001]

not sure what their hours are, but did you try to call? Think I'd do that before panicking.

[Big_G]

They can fix it. The same thing happened to my wife a couple of months ago. Your C&A number and points are still there but they'll need to create a new username/login to connect you. No worries.

[Sunkissed Mommy]

not sure what their hours are, but did you try to call? Think I'd do that before panicking.

 

I did and they are closed for the evening. I am panicking because we leave town in a few days. We're spending some time in Boston before our cruise. I wont have access to my computer or sea pass cards when I am out of town.

 

We have a zillion things to take care of in the few days we have left at home. My husband has been driving a rental while we wait on his new car to be delivered. Someone slammed in to it and drove away Friday. We're supposed to return it in two days. This has not been a good weekend for us! :(

[setsail]

Happened to my wife a few years ago. No big deal, you just get a new # and the history follows. You just have to wonder sometimes about their IT

 

It only took a few minutes to fix on the phone

Edited September 29, 2014 by setsail

[Sunkissed Mommy]

They can fix it. The same thing happened to my wife a couple of months ago. Your C&A number and points are still there but they'll need to create a new username/login to connect you. No worries.

 

Unfortunately, the actual number no longer exists. I looked it up via the TA site. When I enter my name & bday it shows no C&A account. When I enter my old number it says "invalid number."

 

I just want it fixed before I go away.

[reallyitsmema]

Unfortunately, the actual number no longer exists. I looked it up via the TA site. When I enter my name & bday it shows no C&A account. When I enter my old number it says "invalid number."

 

I just want it fixed before I go away.

 

Just leave it be until the morning and someone will rebuild the account. We had an issue with my husband' account and my son's account before and they were able to reinstate the number that disappeared. The computer somehow showed my son with double credits for a cruise the three of us took and my DH had no credits at all anymore. They fixed it quickly.

[cruzinlady1947]

Here is a 24 hr. number to call. Don't know if they can do anything for you, but it's worth a try.....as long as the number is still valid. Been a while since I used it:

 

866-562-7625

 

Good luck.

 

 

Gwen :)

[reedprincess]

For what it's worth, same thing happened to our reservation for next month. Friday, I get numerous frantic calls, emails, FB messages and texts from my telling me it's URGENT and I need to call her ASAP. Problems with my booking (for Oct 15, 2014).

Turns out, RCI did some kind of system upgrade during the week, and our reservation was booted out of the system - and our money was refunded! :eek:

My TA called on Friday to find out what was happening with the beverage package pricing as I had been charged too much (and that was supposed to be refunded last week), but I didn't have the refund yet. When she calls, her contact at RCI told her there was no booking, as I hadn't paid my balance before final payment - in AUGUST! Now, both she and I have records of all my payments over the last 18 months, and my final payment was paid in full Aug 1, with attendant paperwork from RCI, and my being able to log into my booking just fine, do online check in, print SetSail pass, etc. As they now had no record of payment, booking was cancelled. WTH??

She spent all day on Friday working through what the heck happened, sending docs, etc. They eventually restored my booking, but I had to resend the $$ over as my payments had been refunded.

Problem is (besides them cancelling my booking with no warning) is that at no point during the week did RCI contact my TA or myself to let us know what had happened and to rectify it. The only reason we found out was her checking up on a refund for something not related....I would have ended up sitting on the pier in Southampton with a SetSail Pass for the cruise - but no actual booking! And nothing RCI would have done for us.

Now tell me - that's common? Happens all the time? I don't think so, or you would read about it a lot more often. Like the OP - I had visions all day that we would have flown to London, spent our few days there, headed to Southampton and been stranded on the pier - because RCI had a glitch, and apparently didn't catch it? Scary thought......at least ours is completely sorted out, reservation is fine and we're all set. But the thought of it happening to others is not comforting at all......and it was a very anxious Friday for us. My TA is awesome though, she had us all fixed up.

[StarSong2001]

I did and they are closed for the evening. I am panicking because we leave town in a few days. We're spending some time in Boston before our cruise. I wont have access to my computer or sea pass cards when I am out of town.

 

We have a zillion things to take care of in the few days we have left at home. My husband has been driving a rental while we wait on his new car to be delivered. Someone slammed in to it and drove away Friday. We're supposed to return it in two days. This has not been a good weekend for us! :(

 

aaaak! So sorry, geez when it rains, it pours. Hope you can get it resolved tomorrow.

[molly361]

Here is a 24 hr. number to call. Don't know if they can do anything for you, but it's worth a try.....as long as the number is still valid. Been a while since I used it:

 

866-562-7625

 

Good luck.

 

 

Gwen :)

 

When you call this number after hours press the button for Make new reservation and they can help you.

 

If you press the prompt for existing reservation it will tell you that they are closed.

[Sunkissed Mommy]

When you call this number after hours press the button for Make new reservation and they can help you.

 

If you press the prompt for existing reservation it will tell you that they are closed.

 

 

Ohhhh, sneaky! They will only talk to people who are giving them more money!

 

 

Sent from my iPad using Forums mobile app

[Big_G]

Unfortunately, the actual number no longer exists. I looked it up via the TA site. When I enter my name & bday it shows no C&A account. When I enter my old number it says "invalid number."

 

I just want it fixed before I go away.

 

Those are the same messages the wife got. After they fixed it, she had the same account number and cruise points but had to choose a different login. Good luck.

[cruzinlady1947]

When you call this number after hours press the button for Make new reservation and they can help you.

 

If you press the prompt for existing reservation it will tell you that they are closed.

I didn't know that either......I can't remember what I called them for. I remember talking to someone, so it must have been to book a new cruise.

 

Thanks for that info. I wonder if you could press the button to make a new reservation and do a switch and ask about an existing one. :rolleyes::p

 

 

Gwen :)

[FLACRUISER99]

Happened to my wife a few years ago. No big deal, you just get a new # and the history follows. You just have to wonder sometimes about their IT

 

It only took a few minutes to fix on the phone

After being on hold for 4 hrs.:rolleyes:

[Sunkissed Mommy]

Happy News!

 

The problem should be fixed now. Here's what happened:

 

I was booked to sail on Liberty on Nov 8th with my DH and DS.

My mom decided to join along to help us out. So I booked myself in a solo cabin (I get better rates than her due to my C&A status) and then called to remove my name from the 1st reservation and had hers placed where mine was along with DH and DS.

 

The genius I spoke with last week decided to change the C&A information on my account to my mom's name instead of changing the name on the reservation. So my account was deleted and a new account was created with my mom's name and MY history!

[Clarea]

...The genius I spoke with last week decided to change the C&A information on my account to my mom's name instead of changing the name on the reservation. So my account was deleted and a new account was created with my mom's name and MY history!

Glad it worked out for you. At least this time, we can't blame Royal's computer systems.;)

Edited September 29, 2014 by clarea

[molly361]

 

Thanks for that info. I wonder if you could press the button to make a new reservation and do a switch and ask about an existing one. :rolleyes::p

 

 

Gwen :)

 

Yes those same people can help with changes-

[Folk Singer]

not sure what their hours are, but did you try to call? Think I'd do that before panicking.

 

 

I am sure that you would be able to sort things out once you call them. Seems that now all is well. Enjoy and have fun.

Edited September 29, 2014 by Folk Singer

[cruzinlady1947]

I'm glad it all worked out for you. I think everyone that read this thread, double checked their own reservations. I know I did.......:o

 

Now, have a great cruise and a good "stress free" week.

 

 

Gwen :)

[Big_G]

Happy News!

 

 

 

The problem should be fixed now

 

 

That's what we like to hear. Happy they got it fixed.

 

 

Sent from my iPad using Tapatalk

[cjm06]

omg. I tried to log in last weekend and got a message all weekend that our log on was not valid and that we had no bookings even though we are going on B2B in 20 days on Monday got a message that they were doing work on their website and that everything was now fixed. So hopefully that is all it is for OP to and all will be good when the IT people finish "working" on their website

[Folk Singer]

I didn't know that either......I can't remember what I called them for. I remember talking to someone, so it must have been to book a new cruise.

 

Thanks for that info. I wonder if you could press the button to make a new reservation and do a switch and ask about an existing one. :rolleyes::p

 

 

Gwen :)

 

 

Wonderful like the OP said " more Money Talks". Would explain a few things.

[Paulette3028]

Happy News!

 

The problem should be fixed now. Here's what happened:

 

I was booked to sail on Liberty on Nov 8th with my DH and DS.

My mom decided to join along to help us out. So I booked myself in a solo cabin (I get better rates than her due to my C&A status) and then called to remove my name from the 1st reservation and had hers placed where mine was along with DH and DS.

 

The genius I spoke with last week decided to change the C&A information on my account to my mom's name instead of changing the name on the reservation. So my account was deleted and a new account was created with my mom's name and MY history!

 

So from this we learn that not everything is the 'automatic fault' of the RCI computer department. Just maybe, the person you spoke to at Royal with thought what they did was what you wanted done. It can be confusing when changes are being made and just perhaps, she misunderstood what you wanted.

 

Glad it was straightened out.

[nbsjcruiser]

Good luck.

 

About 7 or 8 years ago my id suddenly got all messed up. Wouldn't show any of my past cruise history. I made a couple stabs at getting it fixed but gave up. The cruise history showed up properly with my wife's ID so who cared. But one week I thought "you know, I'm going to get this fixed". After several calls I finally reached someone who appeared to know what the issue was. They issued me a new ID and it had my cruise history properly listed. Yippee, right? Nope. Next day it was messed up again. I gave up after several days of emails and calls. They'll never fix it.