Carnival Cruise Lines
reviews and complaints

Ref 2C9W2N, Queen Victoria, V224, sail date 4/9/2022

I left a watch in our stateroom, number 6129.

Our names are David and Valerie Whalley

I spoke to someone about it on our return when we realised we had left it behind. The lady said to leave it a few weeks and someone would get back to us, but we have not heard anything further.

My email address is [protected]@manx.net

My name is Barbara and I just came back from a cruise on the Carnival Liberty. I went with my daughter - 43, my grandson - 6, my granddaughter -15 and myself - 69. I have been cruising for over 40 years and this was my grandson's first cruise. We were celebrating our birthdays together as well... the whole purpose of the trip. I booked months in advance and by the time the cruise was actually here... my grandchildren were ecstatic from anticipation of the trip. Everything went perfect until we got to the ship to board. We wanted to take our luggage to our room with us... but... they talked us into letting them do it. Unfortunately, our luggage NEVER arrived for the entire duration of our trip. We came from cold weather and were dressed for cold weather and ending up having NOTHING but the clothes on our backs. I EXPECTED Carnival to step up to the plate and offer us assistance from day one... BUT... THAT NEVER HAPPENED! They kept stalling us with the fact that they MIGHT find our luggage... so... we should be patient. That was easy at first... but as days past I became irate.

I had NO MEDICINE for the entire duration of my trip (it was in my luggage) and they would not give me any unless I paid $150 to see their doctor. Needless to say... I did without! They took 2 days just to bring us a toothbrush and toothpaste... and that was after a lot of arguing! We basically had to stay in our rooms for the whole trip! We had NOTHING... no toiletries, nothing to fix our hair with, no make-up, no clothes except the ones on our back. I REFUSED to give them another dime of my money UNTIL they found our luggage. I just wanted them to make right the wrong they caused!

My granddaughter being 15... never came out of the room until the final night because she couldn't fix her hair. We ended up taking our 6 year old to Carnival Ocean and told them that he would be in the same clothes until our luggage was found. They could not believe that Carnival would not even show compassion for my grandchildren and at least give them t-shirts, shorts, flip flops, and bathing suits... UNTIL... they found our luggage!

I spoke with the Director of Hotel Operations and he said that he had to follow company policy and that there was nothing they could do for us except look for the luggage. They knew we were staying in our room and didn't even care at all! I guess they figured that was the best way to keep it quiet and away from the other passengers. When we realized that Carnival was definitely NOT going to help us... my daughter went off on the island and bought her son and daughter something to wear... so... they could try to enjoy the last day of the cruise. I have NEVER felt so unappreciated by any business when they caused an incident... NEVER!

Greetings, I have been a loyal member of the carnival cruise lines and have sailed 8 cruises and have 2 future bookings. In the past I have purchases a bottle of Rum plus soda to be delivered to my room. I have been checking in on the site and keep waiting for it to become available.

I currently saw a news report that the cruise line decided late October 2022 that this service is no longer being offered. I booked this cruise on September 11, 2022 with all the benefits that I have come to love about Carnival. It simply isn’t fair to me as a customer that you changed the rules and expect me to accept this. I feel that it should be “grandfathered” in the old program since my reservation was made in September before the change of policy. Or there should have been a letter or email announcing your change of program and allowing me to cancel the cruise without any penalty. This is against good customer practice.

The reasons you give are ridiculous. “…will help us monitor drink consumption on board” while you still allow the 15 drinks per person per day.

You changed your decision for the longer 7-day cruises, but not the shorter 4-day cruise with this rational. “On a three or four-night cruise already drunk passengers may feel pressure to drink a bottle they have paid for. A longer cruise gives them more time to safely take advantage of their purchase.”

With this rational a customer who buys the $59.95 a day cheers package wouldn’t feel the same? To get their money’s worth?

You also mention in the article that it is not about revenue. I disagree. A bottle of rum and a 6 pack of Pepsi ran about $90.

The cheers package runs $59.95 per day per person or $239.80 per person for a 4-day trip. That is a lot more than the bottle of Rum option.

Let me address the “monitor drink consumption on board” reason with some quick math.

Cheers package. 15 drinks per day or 60 drinks for 4-day cruise. That’s 60 oz of alcohol if there is only 1 oz of alcohol per drink. I do believe there is more than that per drink.

1 Liter bottle of rum has roughly 34 oz or 8.5 oz per day, again for a 4-day trip. A drink usually has 1.5 oz of alcohol, so that would be 5.5 drinks. This is not excessive per day compared to the Cheers package., even less if your companion shares the bottle with you.

I hope you see my point and make the necessary adjustment and change the policy or at least, make the exception for us since we booked the cruse early. We have also booked one out a year ago and that should follow as well. If nothing can be done, we understand. We will look at cruises with more economical options which may include going with different cruise lines.

11, Central Maltings,

Kiln Lane

Manningtree

CO11 1HR

United Kingdom

I am writing to you as the brother and carer of my sister Miss Sarah Lomas, from the cruise ship Ventura. Please see my letter to your President below.

My sister has been a long-time customer of P&O and made many cruises with you over the years to the Caribbean, I however have never been on a cruise. My sister was recently stricken with cancer, as indeed I was some four years ago. Mu sister’s mobility has been significantly restricted, and to be able to this cruise a possibility she was forced to purchase a portable wheelchair.

Together we chose a number of excursions which would be possible together using the wheelchair. At the first port of call in Madeira we were surprised and very disappointed to find that the transport which had been arranged to carry wheel chairs was limited and involved a long wait on the quayside whilst the ONE bus which had been organised for wheel chairs and carried only four at a time, was making a round trip to the town centre which would take more than one hour, at the time of arriving at the quayside there were more than ten wheelchairs and mobility scooters waiting for this bus, which would have involved a two hour wait. We later discovered that every bus was equipped for wheelchair access and these busses were leaving every few minutes. On returning to the ship we were advised to proceed to the gangplank which was being used for loading fresh produce onto the ship, which would be “easy access”, my sister was then required to get out of her wheelchair and walk up the gangplank, whilst her wheelchair was carried up by a helpful crew member, at the top there was a ramp which was so dangerous as to require two people – one on either side to prevent her falling.

On returning to the ship, we went to the P&O cruise centre to investigate the possibilities for a round the world cruise in 2024 and have received an offer.

Yesterday evening I met with my sister for drinks before dinner to find her in a state of extreme anxiety. She had received a letter from the shore excursions team saying that they had observed from their records that she was a wheelchair user and asking her to come to speak with the shore excursions team. At that discussion she was advised that all the excursions she had booked, and which I had also booked to be with her were not available for wheelchair users. We had booked and paid for these excursions together before coming on this cruise, with the express intention of being able to do them together so that I, as her carer would be able to ensure her wellbeing. It appears that P&O, knowing beforehand that she was a wheelchair user, were quite happy to accept the bookings, accept payment, and entice us to come on the cruise, knowing full well that they would not be able to fulfil their commitment.

I am not a long-term cruise “professional”, but my sister has been on many, mostly on your Caribbean cruises; I would not have come on this cruise if it had not been to accompany my sister, who would not have been able to come without me. Despite this I had begun to see the the pleasures of cruising and hence we had (together) looked at the possibility of another cruise in 2023/24, and had received from your onboard team a proposal for a round the world cruise beginning in Southampton in the autumn of 2023 and lasting some 90+ days. I would only consider this cruise and this company in future on the basis that there were guarantees that we got what we booked and paid for!

It is no exaggeration to say that our cruise for which we paid a substantial amount of hard-earnedmoney has been very significantly degraded by the false information with which we made the booking. We came on the assumption and made the bookings for shore excursions on the express understanding that wheelchair users were welcome and catered for, this was plainly not the case.

Please see below a list of the shore excursions which we together booked and were unable to make and for which we expect a full refund:

1. Barbados coast to coast

2. St Lucia land and sea

3. Grenada Rhum Runner

4. Curacao Trolley bus Willemstad

5. Bonaire Mangrove swamp rib excursion

6. Aruba Catamaran Sail and Snorkel

7. Dominica leisurely and Hibiscus falls

8. Antigua stingray experience

9. St Kitts railway

10. Tortola best of Tortola

11. St Maarten America’s cup experience

I note that nowhere in the pre-boarding information could we have known of these limitations. I hope that you will understand from all the above that our experience of this cruise has been very disappointing, and we look to see compensation for the wrong information that we were provided in booking this cruise and the lack of opportunity to enjoy anything other than life on board Ventura.

Click here to report this email as spam.

I sailed on 31 Oct-5 Nov 2022 on the Carnival Magic from Cape Canaveral. I know for sure I left my cellphone in my cabin #11257 on disembarkation morning. I have provided all information about my phone. (IMEI #, Pin #, Phone #, Screensaver, etc...) They are continue to say they can't find it but I know exactly where I left it. No one has personally contacted me either. I have sent about 6 messages with no response. It has been longer than 30 days. The customer service for lost items is unbelievably pathetic.

Nessa Kingdom

My name is Sarie Iwen, booking number F1R9B7 on the Carnival Dream departing on December 11th and returning on December 17th. I was unaware of the pregnancy clause and unfortunately wasn't able to go as I would be past the 24-week cut off. I was instructed to write a letter here to see about the refund (a partial was sent already) or possibly getting the remaining as a credit towards another cruise at another date.

On November 26 2022 we boarded the carnival vista approximately 11:30 am riding our new electric scooter entering our cabin room 2476. We took the key out and placed it next to the table that was next to the scooter, we then went to guest services to borrow a wheel chair for the muster drill. When we got back to the room we could not find the key anywhere and reported it to our room steward. He checked the room cabin and could not find it. He then said to go to guest service lost and found to see if anyone has turned in a key with no luck. We filed a report case number LFII-SB-VS-[protected]-2 they then called security to our cabin and they searched the room, our luggage, our clothing, and all of our pockets and could not find the key. So we had to rent the wheel chair for $150 plus deposit for the week which is how we got around considering we never found the key. Since we needed the wheel chair to get off the ship there was no way to push our heavy scooter to the car without the key so we had no choice but to leave it behind because our key was stolen when we did the muster drill. FYI the scooter was $900 plus.

Carnival sent several harassing emails 29-30 Nov 2022, stating I hadn't paid a bill dating back to 26 Mar 2018. Two years later, right before I'm scheduled to sail on another cruise, this came up. After wasting my time for two days, 4-5 hours each day, and providing payment information from my bank, all I get is two rude collections department reps (Ms. Bermudez, and Ms. Hazel) who basically didn't want to answer to my questions and hung up on me . Why? Because it was their fault and they got busted trying to double charge me. No explanation, no apology. I was accused of having a 2 year old debt, and they were attempting to collect, when it had already been paid. The reps behavior was shameful, disrespectful and disappointing. Not sure I'd like to do any more business with this business.

To Who This May Concern

Hello

I am Dr Pauline Manley, from Sydney, Australia. This complaint is also being sent to Ann Sherry as chair of Unicef and to Australian Federal Police who can investigate crimes at sea under Intergovernmental Agreement – Crimes at Sea 2000. I am sending it to you as a courtesy.

In 1969 I travelled from England to Australia aboard the Castelle Felici, as a minor under the supported immigration program. I was 6 years old.

During that voyage I was sexually assaulted by 3 employees. I recognised them as sailors, rather than crew, from their uniforms. It happened in a vestibule. It was a swift attack and involved the three men digitally raping me as they laughed about my orange and green bikini, which was joined between top and bottom by a strip of material. They joked about how hard it was to get my pants down because of the design. I still remember their laughter. I still feel primal fear whenever I see a group of men.

Their thoughtless, cruel and sick behaviour has made cause me distress and ill health. I am currently completing a book about sexual assault of minors, in which I outline this incident and its effects on my health, happiness, livelihood and relationships. Your organisation will be named. I am also considering legal action.

I hope that this kind of brutal attack is a thing of the past, but I fear it is not as so much silence surrounds the sexual assault of minors.

Sincerely

Dr Pauline Manley

[protected]@hotmail.com

We press charges for assault on the cruise with onboard security regarding a woman on the cruise ship your prompt respond to this matter would be appreciate my telephone is [protected] or [protected]. In adding to the incident, it was so embarrassing they treated us as if we did something wrong. Our cruise was on the panorama voyage #p0202211112007on november12th 2022 7days booking # q40dx1 returned november19th

I am reporting a complaint of how I was handled by your employee 0n 11/28/2022 @9:30am mon.in the resolution department Shamanique her rudeness and unsympathetic way she spoke with me and lied to me after as asked her several times if I could please speak to a supervisor over her, she kept saying that there was no one else that was a manager that I could speak with. And nothing else that could be done. She was very cold and didn't care at all. And didn't even try to help me like the others.11/26/22 it was regarding a refund or some type of credit. Regarding the unfortunate emergency situation and circumstance that occurred, I told her that I was involved in a car accident on my way to the Galveston port that caused me and my daughter to miss getting to the ship to embark on the cruise ship the Carnival/Breeze on 11/26/22 That I had called reported on the date11/26/22 to the hotline department and they were very professional and resolution dept Tina she was very empathetic and tried her very best to help me but she was limited. But she provided me with all the info she could provide. Because the dept was closed and for me to call on Monday so and I am please ask due to such sad unfortunate circumstances if I can have so received some type of refund or credit being that I am A VIP club member gold. I just can't believe that I am being treated in such a way by carnival with no type of accommodation or credit for my now hardship all money just lost, so please if someone can help or contact me. I would appreciate it very much, thanks in advance

11/23/22 Booked a cruise with Carnival almost a year ahead of time(March 2021) to travel to places we have not been before. 8 months later we notice they changed our itinerary to stop in the Bahamas instead of San Juan. They say they sent an email telling us that they changed it, But I have proved to them that they sent no such email! This totally feels like bait and switch. We are not receiving what we paid for! Needless to say that we are disappointed in the change but just as disappointed that after an hour on the phone there is no offer to rectify the situation. Now that our flights are booked and non refundable and hotel is booked and non refundable it is pretty tough for us to change or cancel. If we go on this trip it will definitely be the last with Carnival! I definitely suggest a different cruise line even as a repeat customer.

I booked a cruise for 14th March 2020, #8LRQ43. Covid happened and I was allowed to cancel my cruise on the 9th of March 2020. At the time of cancellation, I received a cruise credit back from my travel agency (cruises.com) however, most of the money $4,143.00 stayed with Carnival as a cruise credit.

It was unclear at the time how covid changed all our lives. My husband is high risk.

I called Carnival today 11/21/2022 and spoke to 3 different representatives. the first shared that if I call my booking agency, she could talk to her supervisor and implied that a refund would be an option. At no time she told me a refund is not available.

I called my booking agent (cruises.com) and she put me on hold and called Carnival Cruise.

She informed me after speaking with the Carnival representative that no refund could be provided by Carnival, and I will have cruise credit that will expire next year in 2023.

I shared with her that my husband is high risk and covid is here to stay. We are from Texas, and there is a spike in covid cases again, a cruise is too much of a risk because of my husband’s illnesses.

I called Carnival Cruise lines a second time and I spoke with Jasmin informed her that I spoke with someone previously I informed her of the situation, then I requested to speak with the supervisor. I was put on hold for approximately 20 minutes and redirected to the supervisor, her name was LaToya. She asked me, are you ok with a store credit, and I said no, I want a full refund. She then put me on hold for about 30 min. At this point, I was on the phone approximately 3 hours trying to get a refund.

When the representative returned from hold, she told me that I will not get a refund, because I missed the timeline. I informed her that I was not aware of a timeline, and I am still requesting a refund. She then stated that there are no exceptions, and I will not get a refund, I have a Cruise Credit until September 2023. She further stated that I cancelled the cruise and not Carnival Cruise lines. I ask her then, did my ship sail on the 14th of March 2020, yes or no. She stated no, however, I cancelled the cruise not Carnival. I stated, so your expectation was that I travel with my husband and our 9year old to the port and wait to be told that the cruise is cancelled because of covid? Furthermore, you want me to take my high-risk husband on the cruise or I must cruise by myself, since there are no exceptions for refunds, this does not make any sense. I told her that I never received any information from a “refund deadline”. She said that information should have come from travel agent, cruises.com, I said Wouldn’t it be Carnivals duty to send me a refund check if they were concerned about me as a customer. However, again she stated basically the same over and over, no refund, and yes it was my fault or the fault of my booking company.

I stated, I cannot take my husband on a cruise since he is high-risk, and this will not change till next year. I ask her where we go from here. She said I can call next year closer to September, and someone will get with the accounting department. I told her so basically Carnival is holding my $4,143.00 hostage and next year closer to September I can call again, and someone will speak to the accounting department on my behalf, and she stated yes. I requested to speak with her supervisor, and she told me there is no supervisor for her department, so I ask her, are you the owner of Carnival Cruise? She said, no, but for the complaint department she is the highest I can go.

She had told me again that there is no one higher than her and the accounting department number is internal, and she won’t provide me with that number nor any other numbers. I informed her that in my profession I must provide customers service daily and I will exhaust all resources to ensure I provide the service that is needed. The customer service that you all provided is unacceptable, I could not even imagine at this point in time to ever cruise with Carnival Cruise Lines again.

Name : BADTHOL JUJE PURTHADO

Date of Birth : 16/03/1999

Old passport number : S4339443

New Passport number : W4261425

This person was not eligible for work on ship he was paid money to agent and got a job offer

All fake documents he submited like experience latter and educational certificate, medical report also fake he don't have normal sugar level he is a sugar patient so that US embassy rejected his visa on 2 times so that now he choosed Australia,

Really it's disponted because this person was not fit to work on cruiseline he don't have any knowledge in food

He didn't speak proper English his English speaking skill was very very poor

Passed a medical examination paying money (he have skin allergy and he is a sugar patient)

He can't swimming

Didn't have job experience

How your agency give a job offer to this unfit person? Really it's unbelievable u gives a job to unfit fraud person

If you didn't trust me so please check this person ability immediately

Verify all the documents again and test his ability again u will find it this person was fraud

Dates 11-14-2022 to 11-18-2022

The cruise to Cozumel was not what we though it to be! The ship was basically boring! No real entertainment, no possibilities other than bingo, or other lame things to do. Music was usually Carribean, why not music people would really love. Examples would be R&B, music from the 40's, to 50's, 60's, hip hop, 70's!

This way everyone can either dance or sing along!

If you want people to drink more, then have a larger area for smokers, and have more wait staff in the area. More money spent!

We understand that there was a small hurricane that came through Florida the day before we were supposed to board the ship, but we also feel that we were not fully informed on how to proceed with whether or not to cancel. We were already on our flights to Florida when were told that it was going to go from a 4 day to a 3 day and going to Freeport only. Cruising from 11/11/22 - 11/14/22. We figured everything else would be staying the same. HOWEVER, that was not the case. We waited 2 days at the hotel and kept receiving messages that we would receive information on when to board, but did not receive information until Friday at 11:30am to arrive and proceed between 3pm and 5pm for embarkment (all guest SHOULD be boarded by 5:30pm) That was not that case. We had to wait on many people to arrive on board. Leaving late departing Friday evening

HAD we been informed that there would be no food/buffets AT ALL during the day, except burgers and pizza( we were looking for the big buffet full of food that is always advertised and it was not open); and that the alcohol would not be served after midnight(and we all bought the cheers packages); Had we known that we would have ONLY spent 6 hours at FREEPORT on Saturday (we would have definitely cancelled). We could have spent more time in Freeport, since the next day was all at sea and then we sat in the ocean for hours once we got towards Florida. We did not have enough time to book an excursion or get a cab to the beach, since we only had 5 hour and were not familiar with Freeport. The entertainment was the same thing every night (which was very disappointing). The comedian pretty much stated that this ship was the smallest and oldest and it was a running joke for the staff. All of the people we were talking to, stated that this cruise was very a- typical. We do not understand how your team was not able to fully stock the ship properly at the dock, since the ship was at the dock for over 6 hours Friday. No one on this trip that we talked to are happy and said that this was totally not the normal. The whole ship and experience was very confusing. As we were disembarking we overheard two men dressed in attire that seemed like they were captains (not sure) One jokingly stated that this was the trip to nowhere. The other man laughed and said yep. This was all our first cruise ever and based on this experience, we are totally disappointed and have no other words to describe our experience. We pulled out of dock Friday at like 7:30/8pm so again we lost that day as well. So, we pretty much had a 2-day cruise. We feel that we should be compensation for the last 2 days and the drink package.

Thank you,

Kathy, Michele, Teresa

I recently booked a Carnival cruise through cruises.com. I later realized it had been book for December 2023 rather than 2022. I called the number for cruises.com and asked about switching to a cruise this December. I called at 8 am this morning as soon as I realized the mistake. The first person I talked with said to call back at 9 when Carnival opened. She said they would have to call them to discuss the switch. I said I would just cancel the first one and re-book on my own. She advised not to do this since I would have to pay fees. Therefore I called back later in the day.

Unfortunately they could not get me on the same cruise this December that I booked for next December. So I had already found an alternate leaving from another port and that was one day shorter. From the price on cruises.com, the difference was going to about $400 more. I was ok with this since I should have caught the error in the date for the first cruise. Going on what the first person told me, I assumed it would be a straight switch without fees. Despite the price online to book on my own, making the change was going to cost me an extra $322 for each room (x2). I agreed since I was now being told that it would cost me $100 + about $250 per room to actually cancel and start over. The agent came back and said Carnival made a mistake and it would be $404 for each room. I asked about the cost of travel insurance (thinking I would not get it if more expensive) and was told it was the same. So I kept it. I paid the difference and thought all was resolved, even though more expensive!

About an hour later, the agent at cruises.com called back and said that now I needed to pay $150 more per room for the change fee (charged by Carnival). This was not anything either of us were told about previously when I was trying to figure out the most cost effective solution - cancel and rebook or make the switch with the agent. The cruises.com agent also asked in her first conversation with Carnival if the $404 included all fees and was told yes by the Carnival rep. Now if I didn't pay the extra $300, my cruise would be canceled tomorrow and since we were less than 45 days away, they would keep a large % of my money. While advocating for me with Carnival, she asked that they review the recorded conversation with her and their agent about costs so that they would know I did not get correct information for making a decision. They refused to waive the fee or work with me to come to solution. This has been a maddening, bizarre experience that still is not resolved but I have a really bad taste for Carnival at this point and am surprised by the poor customer service so far. Cruises.com had two agents advocating for a positive solution and they recognized that I should not penalized for poor communication among them and Carnival.

When I scheduled our flight for carnival cruise lisbon to tampa bay. Booking num t37qy3, I also scheduled our air through the carnival website. We were scheduled austin to philedeliphia to lisbon, arrival 900 am lisbon, but about a month before trip carnival changed to austin, new yorkik, london, to lisbon arrival 130 pm. Both change of aircraft in new york and london had about 1 and 1/2 hours. In new york we had to walk through 2 terminals and in the 3rd terminal ask were do we need to go since it was time for loading. We asked a tsa agent she looked at our tickets and said it loading now and haveing to go through tsa we would not have made flight. She was kind enough to walk up through and got us on the plane. The our next stop was london and the4 plane was late about 30 minutes then it was the same problem of plane. Getting plane through building back through tsa to gate it was time for the plane to leave but by chance pilots were about 10 minutes late so we made the plane. Next stop was lisbon. Got there but our luggage dide not make the flights (I wonder why). So made a claim and we were able to get on tues in porta de degado. But during this time I got messages to check in the phideliphia flight I had scheduled and when we got to carnival welcome person she said we were the last ones she was waiting on because she had to arrive at 900. From philly. We were exhausted and total upset by the time we got to boat... Why were our flights changed?

would like an explanation to this and not giving any thought of time between stops.

On November 7 -12, 2022 my fiancee and myself purchased tickets to cruise on Carnival Breeze fo celebrate our engagement and a friends birthday. This trip start off not so great for various reason (see below):

1) Unable to get into our room suite until almost 2pm;

20 Purchased the drink package (Cheer) we could not use until 6 am the next day (with no disclaimer advising of such prior to purchasing this package for two);

3) Red wine spilled by prior guest on our carpet and we having to be out of our suite from 2pm-5pm on the fourth day of our cruise and the re-install of said carpet not being installed on this date. And having to be installed the next day due causing further inconvenience for us;

4) the Red Frog Bar Staff giving my room key card to another gust in error and my Fiancee had to track the other passenger down to obtain my key card back;

5) Guest Services on this cruise line was not very helpful with addressing these concerns or issues;

I feel as if we did not get to enjoy the cruise we paid in full for due to all these issue and more.

I booked an upcoming cruise scheduled for 11/19-11/21 to the Bahamas. My intent was to surprise a couple on the cruise (birthday surprise) and somehow my personal information was sent to them (an invitation to dine via email). The surprise is now ruined. The couple reached out to me, informing me of this email sent to them from Carnival. I have not shared or given consent for my email, booking number or pin number to be shared with anyone. Can I please have a representative assist with customer relations/consumer recovery? It would be nice if someone could assist with an IT investigation to identify the security breach. I also have the email sent to the couple as well if needed for further investigation. Thank you!