MSC Cruises

Purchased a Family Cruise that was paid in full - Per Company Pol;icy requested a "Future Cruise Credit" that has yet to be fulfilled. We booked a family (8 people) cruise for Christmas 2019, for a June 21st sailing. Booking was issued under 2 different confirmation numbers. Booking was paid in full in March . Cruise was Cancelled by MSC on April 29. A refund request was submitted May 4th for both confirmation numbers. A correction was made on May 15th to one of the requests (typo in confirmation number.) Per MSC - Credit would be issued within 14 days of original sailing. Being patient, I waited a full month before reaching out to MSC XXX-XXX-XXXX, I spoke with 3 different reps - two of which disconnected while discussing the Future Cruise Credit. The third rep advised they did not know when the credits would be issued, as they were still under review? I know we are not the only people that MSC is holding our money/credit over cancelled cruises, but this is getting ridiculous - I was advised that if I requested a refund that they would not be processing them until end of the year? Below is copies of the email bodies for the acknowledgement from MSC. May 15 Dear ***, Your MSC Cruise Assurance Form has been successfully submitted for a canceled Miami cruise booked through MSC Cruises. Your 125% Future Cruise Credit request is under Booking # XXXXXXXX Please use your Booking Number for all correspondence regarding this request. Your Future Cruise Credit certificate will be issued via email within 14 days of the original sailing date. Once received, please call our customer contact center at X-XXX-XXX-XXXX or your travel advisor to assist you. We thank you for standing by us and look forward to welcoming you aboard a future cruise. Thank you MSC Cruises May 4 Dear ***, Your MSC Cruise Assurance Form has been successfully submitted for a canceled Miami cruise booked through MSC Cruises. Your 125% Future Cruise Credit request is under Booking # XXXXXXXX Please use your Booking Number for all correspondence regarding this request. Your Future Cruise Credit certificate will be issued via email within 14 days of the original sailing date. Once received, please call our customer contact center at X-XXX-XXX-XXXX or your travel advisor to assist you. We thank you for standing by us and look forward to welcoming you aboard a future cruise. Thank you MSC Cruises Copy of cancellation of cruise dated April 29 April 29 Dear Guest, We want to make you aware of a change to your upcoming cruise. We are constantly monitoring the COVID-19 global public health emergency. Following the guidance of governments around the world, while always prioritizing the health and safety of our guests and crew, we've decided to extend the suspension of our cruises fleetwide through July 10. GUEST COMPENSATION - ACTION REQUIRED As a guest booked through MSC Cruises USA with a departure from May 30 through July 10, we are offering you a Future Cruise Credit for 125% of the original cruise fare paid. The Future Cruise Credit can be used on any sailing departing on or before December 31. Any applicable prepaid items and government taxes and fees will be refunded to the original form of payment. While we hope you choose to reschedule your cruise for a future date, we understand that this may not be the ideal option for you. If you choose not to take the Future Cruise Credit, you may request a refund on our online form that will be equal to the original amount paid. Please see detailed instructions below on how to select your Future Cruise Credit or refund on our online form, which will be available after 6:00 PM EST on Saturday, May 2. HOW TO USE YOUR FUTURE CRUISE CREDIT In addition to transferring the full amount paid for your original cruise, by opting for the Future Cruise Credit, MSC Cruises USA is providing you an additional 25 percent credit to use on a future cruise of your choice - including any ship and any itinerary in MSC Cruises' fleet.

A initial double charge has led to MSC canceling my reservation, forfeiting my FCC and the service center not connecting me through to management RE Reservation ending 1008 On April 30, I upgrade from an interior Yacht Club Stateroom to a Deluxe Yacht Club Stateroom for an August 1 sailing out of Miami. This increased my cruise fare by $1,045. I immediately went on line and remitted the payment as this was also the final payment due date. Prior to this, I had already paid off 100% of the cruise fare of $3.877.10 back in March. On April 30th, after submitting the initial $1,045 payment I was redirected to a blank payment screen. Before taking any further actions and inputing all my information again, I opened my credit card and verified that there was a pending payment of $1,045 to MSC Cruises. This very situation happened when I submitted my previous final payment back in March. I contacted the MSC Service Center on May 1 to explain the situation. I was told by the agent that she saw 1) no payment being made by MSC, 2) it was beyond the payment due date and, 3) I would need to make a payment. I asked if there could be notation made on my account and see if the payment would process within a few business days and was again told that my payment was past due and I needed to make that payment or else (I forget the actual wording) I would forfeit my deposit? I made specific mention about the pending charge and was again assured that there was nothing in the MSC system indicating a payment being made. I asked about disputing a charge and was told I could initiate that with MSC or my credit card company if, in fact, duplicate charges were to post. Again though, I was assured there was no payment processing in your system. I ended up making that forced payment with the MSC Service Center in the amount of $1,045 on May 1. - On May 2, a payment in the amount of $1,045 posted to my account dated April 30. This brought my investment in the cruise to $4,922.10. 100% of the cruise fare had been paid. - On May 3, that duplicate payment forced by the MSC service center posted in the amount of $1,045 to my account dated May 1. This brought my investment in the cruise to $5,967.10. An overpayment of $1,045. I am furious with MSC for insisting and rushing a payment instead of offering, even 72 hours to allow the pending transaction to process; even with me insisting that this was the very same thing that occurred when I made my final payment on March 21 - On May 4th I initiated the dispute with my credit card of the second "forced" charge taken over the phone. The cruise was canceled in July. I opted for the FCC and received a certificate in the amount of $6,742.63 ($1,045 more than what it should have been). 5 MONTHS LATER On October 4, I was unable to access my reservation. After speaking to someone at the Customer Service Center, I was told me that reservation was canceled, I was referred to Ms. Miller who (while I assume was texting with a single manager on duty) attempted to piece together what had exactly happened. I was told that there was a chargeback, which resulted in the reservation being canceled and that the cruise fare should be refunded to my card. The taxes were refunded in July. None of what I initiated, none of what was true. Ms. secured the stateroom and gave me a new reservation total that was $1,045 more than my original cruise fare. It was then that she told me that I forfeited the FCC due to the chargeback I had initiated and the refund of the reservation. What Ms. fails to realize after multiple attempted explanations is that the only amount being disputed was the duplicate $1,045 payment. Had MSC simply responded to that, the total investment of the cruise would have gone down, but still have been equal to $4,922.10. 100% of the cruise fare still would remained paid in full. I don't know who screwed this up, but certainly I will not not be being penalized because of multiple MSC billing errors and failures. Taxes and Cruise Fare have been refunded as of 11/12. No contact from management. No resolution