Trouble getting refund. Any suggestions?

[ledaebel]

Our family was on the Sun starting July 1, southbound, from Seward, Alaska. We prepaid for a helicopter tour to a glacier which was cancelled due to weather. I was promised that funds would be refunded within 5 days after our return,

 

It has been a month since we returned and have difficulty getting a telephone connection to discuss this Each time I spoke with someone I had been on hold 30+ min. Getting to the right dept. was difficult and there were multiple phone transfers. The first time, I was promised the refund after the next Wednesday. It was explained there would be a deduction for charges for tips etc which seemed fair. Two weeks later, I had a frustrating call after a 35 min on hold, to be told it would "take time" to refund over $2000.00. Remaining calm, told them I expected a refund very soon since they expected my money on their schedule.

 

Still no refund received Who else has walked this road with NCL?

 

This is no way for them to expect return customers.

 

Linda

[DMH15]

The way your post read I expected you live in some foreign land. But I looked at your screen name and it says ILLINOIS!

 

Wow. That really is awful.

 

I do not have any advice. Sorry. But I hear ya and definately think you are due a huge apology.

 

 

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[el820]

Escalating your issue to a supervisor or manager.

 

We cancelled a couple excursions on our last cruise. It went back to our OBC. I didn't want to take a chance so I took the 3% hit and withdrew it at the casino.

[Medtech2]

Our family was on the Sun starting July 1, southbound, from Seward, Alaska. We prepaid for a helicopter tour to a glacier which was cancelled due to weather. I was promised that funds would be refunded within 5 days after our return,

 

It has been a month since we returned and have difficulty getting a telephone connection to discuss this Each time I spoke with someone I had been on hold 30+ min. Getting to the right dept. was difficult and there were multiple phone transfers. The first time, I was promised the refund after the next Wednesday. It was explained there would be a deduction for charges for tips etc which seemed fair. Two weeks later, I had a frustrating call after a 35 min on hold, to be told it would "take time" to refund over $2000.00. Remaining calm, told them I expected a refund very soon since they expected my money on their schedule.

 

Still no refund received Who else has walked this road with NCL?

 

This is no way for them to expect return customers.

 

Linda

Booked through NCL Shorex or booked privately on your own?

[Quilting_Cruiser]

I agree with escalating to a supervisor. Another option is to dispute it with your CC company. You certainly shouldn't have to do that and they should be providing a prompt refund for a canceled excursion!

[Crusin6]

IMHO there is more to this then what the op is posting

 

 

If ncl cancels they refund. Period

 

 

There are no tips associated with this cancellation

 

 

IMHO the op prepaid on a credit card otherwise if booked on the ship the shorex desk would not charge them since it was cancelled

 

Op it's time to dispute this with your credit card but at $2000 there were obviously several pax involved so we're multiple cards used?

 

 

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[dexddd]

Maybe I missed it, but how did they credit back the money - was it to your on-board account which then showed a negative balance at the end?

 

From our (and many others) trip on POA in March, it took 16 weeks (IIRC) to get a check from NCL for our remaining credit balance OBC.

[gma_pat]

It was almost 10 weeks for our refund after our return. We received a check, not a credit back to the original credit card.

[zqvol]

Our family was on the Sun starting July 1, southbound, from Seward, Alaska. We prepaid for a helicopter tour to a glacier which was cancelled due to weather. I was promised that funds would be refunded within 5 days after our return,

 

It has been a month since we returned and have difficulty getting a telephone connection to discuss this Each time I spoke with someone I had been on hold 30+ min. Getting to the right dept. was difficult and there were multiple phone transfers. The first time, I was promised the refund after the next Wednesday. It was explained there would be a deduction for charges for tips etc which seemed fair. Two weeks later, I had a frustrating call after a 35 min on hold, to be told it would "take time" to refund over $2000.00. Remaining calm, told them I expected a refund very soon since they expected my money on their schedule.

 

Still no refund received Who else has walked this road with NCL?

 

This is no way for them to expect return customers.

 

Linda

 

Assuming that the excursion was booked through NCL the refund should have been processed before you left the ship. Every time it has happened to us we have had the refund the same day.

 

This situation is so unusual that I would not know where to begin to seek a resolution. I would start by sending a return receipt letter to the shore excursions department, with whatever proof you have that the excursion was actually canceled. I would not try to do any of it by phone,

[zqvol]

I agree with escalating to a supervisor. Another option is to dispute it with your CC company. You certainly shouldn't have to do that and they should be providing a prompt refund for a canceled excursion!

 

You can't dispute it with the CC company. It doesn't work that way. The CC company is not going to get involved in this situation. The advice that people give to go through the CC company is never correct, and people that think that will work are delusional.

[hutt1]

If the above suggestions don't work, send an invoice with the credit card charges included.😎

[luvtheships]

You can't dispute it with the CC company. It doesn't work that way. The CC company is not going to get involved in this situation. The advice that people give to go through the CC company is never correct, and people that think that will work are delusional.

 

 

And why not? And going to the CC company is exactly who you go to

 

A refund that was promised never came through so there is a problem somewhere

 

So if a person is entitled to a refund and paid by credit card but hasn't received the promised refund almost 2 months later and the company giving the refund is of no help then you most certainly dispute the charge as you never received the promised service from the vendor that took payment on your credit card

 

Case closed

 

 

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Edited August 30, 2016 by luvtheships

[luvtheships]

IMHO if Ncl is taking up to 10 weeks to give refunds then you darn well know one of 3 things is happening

 

1. They have some sort of decent interest rate they get on some sort of very short term 30 to 60 days investment product they put the money in

 

2. Ncl is in an extremely tight cash flow situation and cannot part with the money any sooner

 

3. Ncl has reduced their back office staff to a skeleton crew and the backlog is now enormous

 

 

I think all 3 are true

 

 

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[punkincc]

Our family was on the Sun starting July 1, southbound, from Seward, Alaska. We prepaid for a helicopter tour to a glacier which was cancelled due to weather. I was promised that funds would be refunded within 5 days after our return,

 

It has been a month since we returned and have difficulty getting a telephone connection to discuss this Each time I spoke with someone I had been on hold 30+ min. Getting to the right dept. was difficult and there were multiple phone transfers. The first time, I was promised the refund after the next Wednesday. It was explained there would be a deduction for charges for tips etc which seemed fair. Two weeks later, I had a frustrating call after a 35 min on hold, to be told it would "take time" to refund over $2000.00. Remaining calm, told them I expected a refund very soon since they expected my money on their schedule.

 

Still no refund received Who else has walked this road with NCL?

 

This is no way for them to expect return customers.

 

Linda

 

 

What department are you dealing with? Is it the Guest Relations Dept?

 

"Deduction for charges for tips, etc", for an excursion which never happened? NCL does not collect tips for excursions, that's between you and the tour provider, so I'm assuming there is another issue?

 

Was the refund credited to your on board account and you asked for the money to be sent to you rather than have to spend this OBC during the cruise? Or was the tour charged to your cc precruise and now they will process a refund to you by check?

[Quilting_Cruiser]

You can't dispute it with the CC company. It doesn't work that way. The CC company is not going to get involved in this situation. The advice that people give to go through the CC company is never correct, and people that think that will work are delusional.

 

 

Well, thank you for calling me delusional. That's lovely. :rolleyes:

 

Your blanket statement that going through the CC company is never correct is completely inaccurate. I've done it before and the charge for the service I paid for and didn't receive was removed by the CC company since the vendor was nonresponsive. If what the OP is saying is accurate, and NCL continues to delay his or her refund, contacting the CC company is a valid step.

[NLH Arizona]

 

"Deduction for charges for tips, etc", for an excursion which never happened? NCL does not collect tips for excursions, that's between you and the tour provider, so I'm assuming there is another issue?

 

I couldn't figure this out as well, as I've never had any cruise line charge for tips on a shore excursion that I've purchased through them.

 

OP, what was the amount they were deducting for tips?

[luvtheships]

I couldn't figure this out as well, as I've never had any cruise line charge for tips on a shore excursion that I've purchased through them.

 

 

 

OP, what was the amount they were deducting for tips?

 

 

We are definitely either not getting the whole story

 

Or what the op means is that she/he understands that Ncl will charge dsc and that she only expects the refund for the excursion

 

Her sign and sail final bill probably showed both but she is probably attempting to say that she understands she is knows she is only getting the excursion back

 

And not the dsc which has nothing to do with the excursion anyway

 

 

 

Why can't posters be clear with their posts sheesh

 

 

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Edited August 30, 2016 by luvtheships

[ledaebel]

Sorry if I was not clear.

 

My final accounting showed that NCI deducted my 18% tip charges remaining and the on board expenses from the money owed me ($3000.00) from the excursion cancellation. The excursions were made thru NCL.

 

ZQV01: I asked about the refund at the front desk and I was told I'd get the refund 5 days after we docked.

 

lovethehip: I aso wondered if NCL was in a dire financial situation.

 

In general, I spoke to customer service and the excursion dept though whom I made the reservation, the general number was useless and frustrated with me. I tried to make the plans directly with the helicopter company but they directed me to call NCL. I paid for this using my credit card in June so it has been paid already.

 

NCL does not make it clear on their web site what number to all to talk about post cruise issues.

 

I should have listened to others on CC to book directly with the excursion company but since they directed me to NCL I felt I had no other choice. I leave for Ireland in 3 weeks and would like the money deposited in my account before that date.

 

Thank you, everyone.

 

Linda

[NMLady]

You can't dispute it with the CC company. It doesn't work that way. The CC company is not going to get involved in this situation. The advice that people give to go through the CC company is never correct, and people that think that will work are delusional.

 

We have successfully disputed charges with the credit card company for products not received and for services not received. The credit card company will ask whether you have contacted the seller and if so what was the result.

They will then contact the company and you will either receive your refund from the company or a refund from credit card company.

 

I don't know why you think it's so delusional.

[dexddd]

Sorry if I was not clear.

 

My final accounting showed that NCI deducted my 18% tip charges remaining and the on board expenses from the money owed me ($3000.00) from the excursion cancellation. The excursions were made thru NCL.

 

ZQV01: I asked about the refund at the front desk and I was told I'd get the refund 5 days after we docked.

 

lovethehip: I aso wondered if NCL was in a dire financial situation.

 

In general, I spoke to customer service and the excursion dept though whom I made the reservation, the general number was useless and frustrated with me. I tried to make the plans directly with the helicopter company but they directed me to call NCL. I paid for this using my credit card in June so it has been paid already.

 

NCL does not make it clear on their web site what number to all to talk about post cruise issues.

 

I should have listened to others on CC to book directly with the excursion company but since they directed me to NCL I felt I had no other choice. I leave for Ireland in 3 weeks and would like the money deposited in my account before that date.

 

Thank you, everyone.

 

Linda

 

So if I understand correctly, when you say "final accounting" is the on-board account where you normally get a detailed accounting of all the charges and payments? If that is the case, and you had a balance owed to you, I suspect it will be awhile before you see it as was our case and similar to the 10 weeks mentioned by a poster above.

[luvtheships]

So if I understand correctly, when you say "final accounting" is the on-board account where you normally get a detailed accounting of all the charges and payments? If that is the case, and you had a balance owed to you, I suspect it will be awhile before you see it as was our case and similar to the 10 weeks mentioned by a poster above.

 

 

Yes this is probably the op situation.

 

I would still call Ncl again and tell them you are ready to dispute with your CC

 

Also I've read here that Ncl only cuts checks on certain Wednesday's. Lol now that is a real indicator that fdr has made serious changes to the back office operation in order to increase his cash flow.

 

 

 

 

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[djmess]

It may be helpful to post the situation on other Social Media like FB and Twitter.

 

Many more people view those sites and businesses have dedicated Social Media employees. It may help or may not, but worth a try.

 

Try to be very concise in your explanation. For example. Booked a helicopter shore excursion through NCL. They cancelled. Put amount as a credit on our Onboard account. Shore Excursion original cost was $x. Been over a month and still have not received the refund from onboard account that was owed

[ledaebel]

Thanks all, I may just use your wording. I just checked, money not in my account yet. I'll get to facebook on Thursday if no deposit by then.

 

Linda

[Midwest_Traveler]

It took 8 weeks for NCL to provide me with my refund. At that point in time, they sent me a check (not a credit back to my credit card) and sent it to the address of the wrong passenger in a connected reservation. Thankfully, we're friends and she let me know that I had a check for $500 but still, I thought that was pretty irresponsible on the part of NCL. They apparently never thought to confirm my address that was connected to my name.

Edited August 30, 2016 by Midwest_Traveler

[punkincc]

Thanks all, I may just use your wording. I just checked, money not in my account yet. I'll get to facebook on Thursday if no deposit by then.

 

Linda

 

 

Were you promised a deposit straight into your checking account? Odd because no one on the POA was offered this. We all got paper checks by mail. I'd call Guest Relations and verify if they are handling this, get your case number, and confirm what process they'll use to refund.

 

You will probably wait at least 12 weeks, sorry to say. I was told they only processed "our" refunds (POA dry dock delay) "on Wednesdays". If yours does not make the cut, it goes into the Wednesday lottery for the following week, etc, until you finally hit the jackpot for processing. Once approved, it goes to accounting where it sits a few more weeks before they cut a check and put it in the mail. See the thread "Open Letter to NCL" written out of desperation by one of us on that Roll Call for details.