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I have a cruise scheduled for 12/31 (fully paid). On 12/15/22 I received a very rude email stating I had received a double refund for a Covid cancellation (issued by Carnival) in March 2020 and if I didnt pay the balance in cash form within 2 business days my upcoming cruise would be cancelled. As I try to gather understanding being this refund occurred almost 3 years ago during the height of the pandemic the collections representative was extremely rude (Y. Bermudez). I inquired about why I am being notified so late and after I have already been on cruises with carnival since 2020? She stated my information was wrong on Carnivals behalf and they just now caught it. This is extremely unexpected being 10 days before Christmas and 16 days before my paid cruise (plus have another booked in 2023). I couldnt get any true information from the rude representative and asked several times for my call to be transferred to resolve which has not happened. I was told I could not pay via credit card and would need to wire certified funds which is offensive being the error was initiated by Carnival. I am being treated like a scam artist yet my money/credit is acceptable for future cruises/purchases.
Desired outcome: Would like full detail on how this occurred and why Carnival waited almost 3 years to notify me being none of my contact information has changed. I would like to resolve immediately and would love an apology
This complaint has been resolved automatically due to user's inactivity.
I has a cruise booked for 12/31 and Carnival never contacted me about but instead took me off the cruise as well as put me on a Do Not Sail List due to pandemic over payment via Carnivals fault . The collections dept said I owed $1500 then I honestly told them that was Incorrect because I disputed $3,000 . They come back saying they changed it to $3100 then when I sent them what the bank gave me as a provisional credit as $3,000 they changed there tune and said I owe $3500 does that sound professional ? No! Ms . Bermudez was rude and unprofessional. Telling me I need to pay the extra $500 that I don’t owe or not get off the do not sail list .
I had that same issue and I advise if it's not to late to go back and check your statements. They told me the same thing but when I looked back we had no double refund
How did they resolve it ? I had a provisional credit from the bank that was never reversed because Carnival didn’t respond to the dispute during Covid in the timely manner so the money automatically comes out of the merchant acct. they are saying I owe $500 more than. I got back as a provisional credit and I don’t. They also shorted me when they finally refunded me from Carnival 2 months later . Crazy
I have yet to get this resolved either. The bank took back my provisional credit when the refund came in so it wasn't any extra money. Carnival is claiming they didn't receive the funds back from the bank .bank claims they don't have it either . I hired a lawyer and he sent a letter to the legal department from bank stating the same thing. I have yet to hear anything back .at this point we may have to get lawyers involved because it is no way the banks are keeping the funds.if you don't mind me asking what bank did you use ? I used navy federal
First TN it’s a local bank . They didn’t take the funds back because they said the money is mine because Carnival didn’t respond to the dispute so Visa automatically goes after them. So Carnival is at fault . Email me if you hear any different I’m worried I’m gonna have to get a lawyer Involved . I told them they can agree to the amount the bank gave me or get nothing and they have to agree to take me off the Do NoT sail list . This is freakin 3 years later they should of handled this sooner . My email is kew8901@yahoo.com
I have heard of that bank .I live in Tennessee. Same they waited three years to say something .my husband is the one on the do not sail list because it was his card .weird I used my account for it and I'm not on it. I will definitely email you
Yep it’s my card so they put me on the Do not sail list . We cruised in 22 on Mardi Gras and had a cruise booked for my sons birthday on 12/31 on Glory and they just took me off without a call or notice . They also lied and said they called about the concern July 2020 . So in a email to Ms Bermudez response because she was a rude you know what I said “don’t lie about dates it was July 23” and ccd the ceo . I also sent all the documents from the bank and email conversations I a certified mail to Christine Duffy . Well if they act like you know what’s they won’t get nothing and I won’t ever cruise again with them . I only do because there cheaper . We had to cancel and book with another cruise line . My son cried it was his birthday . Email me and I will email you my contact phone number so we can stay In touch to see what he get out of all this . I just don’t want my phone numb on something like this site .
Kristina
I am trying to reach someone to resolve a problem with the promissory note. After talking to bank and going over statement, we found that they kept charging my credit card after it got declined. (After talking with customer service, they had lost internet and everything was ok). But before internet was back, they kept running my card 4 times. That's when my bank locked them out, thinking it was fraud. Then I want a copy of the amount they say is do! U embarrassed me having stand in
customer service line for over a hour, to sign a promissory note to leave the ship. With no number to resolve this matter. All numbers on Google lead to no one answering. This was my 1st cruise! Never again on this one, and never buy anything from them.
H4G8W4
Please contact me so we can resolve this matter! Please 🙏
Thank you for posting your concerns.
I’m very sorry to hear of your experience and I’d like to extend my sincere apologies for the situations you’ve described.
So that we can further assist you, we invite you to contact us at 1.800.438.6744.
Our team members will gladly review each of these matters in further detail.
Kind Regards,
Carnival Cruise Line