JaycenA

Sharing an update on this - I went ahead and sent an email to MBayley@rccl.com - nothing angry or finger pointing, just the facts and an ask for help with resolving. Got a direct call from a rep with RC later that night. Very friendly, and also willing to admit there is definitely a system error. Still not 100% resolved, but this rep has now proactively followed up with me nearly every day to let me know that they are still aware of the issue, they're still working to correct it, and that my cruise will not be cancelled for non-payment. This follow-up has been fantastic, but I do have to say - wouldn't it be simpler if they just trained the regular call center (including the resolution team) to just take a beat and research issue before shutting down customers?

Straight to the top, eh? Ha, thanks. Without getting into everything - traced the issue to a cancelled spa booking. It started adding the cost onto the bill, and then doubling it the first of every month since. I pulled all the dates of my payments, CC back-ups and confirmation emails from RC (just to make sure I wasn't mistaken). For whatever reason, the cancelled spa cost has been subtracted from my initial deposit (!) weird, right? But again, have the CC records & RC emails / confirmations showing we paid the original, full amount. I've definitely grown most frustrated with call center this week - they're clearly just reading what the system says, and not taking a look at what's happening. This despite the fact they can access the confirmation payments and see it doesn't add up.

I'm currently booked to sail on the Icon on Feb 24th, but have encountered a super strange problem with RC invoicing that threatens to derail my cruise. Long story short, cruise paid in full about three months ago, but shortly after that I started receiving invoices saying I still owed about 300. I called - they said it was a system error and they would correct. Every month, the amount owed has doubled, now over $900. I've called repeatedly and been assured it's a system error. Well, when I called this week (next week final payments are all due) I was informed it's not a glitch, but I MUST pay the 900 or my fare will be cancelled. I have all the back-up showing this is clearly a system error. I've escalated this to someone in 'leadership' but they keep insisting the system is correct, even though they can't tell me what the additional 'charge' is for. Beyond frustrated - does anyone know of any way to get in touch with corporate or escalate this beyond the 'customer service' department? The compete lack of logic on their part (not to mention they conceded they have the records of my previous calls) is just... WOW.