Starrynight0154

Have you tried calling? Don’t know what else to say. I don’t sleep well if it’s above 70, so I can relate. We bring a travel fan onboard.

1 hour ago, Vlad said:

So at the end, they still end up owning you money? But they didn't acknowledge that refund was processed or anything like that? 

If I understand correctly? 

 

I'm still thinking that original charge that disappeared will come back to your credit card. 

They shouldn’t. On my credit card I paid for the purchase and was refunded. All is correct with that. It was the only 11/8 purchase that posted and was refunded properly. 

Today the $129.76 was added as a balance due on the Royal website when I log in. I said I was refunded already. He said excellent, wait for another refund and then pay it again. I’m so confused, why do all that if I already paid it and was refunded? Why do any of this for a paid in full cruise? “Yes sir it’s a glitch”.
 

I’ve never had a business ask me to wait for a 2nd refund and after that pay for the purchase again to reconcile it. Really bizarre practices for a company this large and established. Problem is they don’t separate the cruise fare and cruise planner purchases, it’s all seen as one lump sum on their end, so canceling cruise planner purchases and rebooking those items messes up their system. Makes no sense. Feel like I’m in the twilight zone. 
 

Not the first time it’s happened:

Paid in full. Cruise planner purchase, canceled and refunded showing as an overdue cruise balance. Unable to fix this. Hoping it doesn’t get cancelled due to the glitch. 

After thinking this was resolved, a balance has reappeared today on the RC website for a paid in full cruise. $129.76 for Hideaway Beach which was posted to my credit card, and refunded since I cancelled it for a lower price. 

Called multiple times, spoke to 2 different people. First person sent me an emailed invoice to show me the cruise is paid in full, checked my email and it showed balance due instead. Called back. 2nd person said zero balance due. I said that’s not what I see when I log in, and the previous person sent me an invoice of a balance due for my paid in full cruise. Put me on hold to talk to technical support. They said my due date is being extended 5 days, wait for a refund of $129.76, and told me to pay $129.76 on my cruise that’s already been paid. I said I already did that out of fear my cruise would be cancelled, because I’ve heard of this happening to people. Got him to acknowledge it’s a computer glitch, but there seems to be no desire to fix it, or solution to the root cause. Do they not have any IT specialists capable of fixing this?

I’m never making changes to my cruise planner purchases ever again after final payment is made. Probably going to deal with this single $129.76 charge and refund the next two months to keep the balance at zero, like a game of ping pong, just to keep the cruise from being cancelled due to a glitch. 

I think it’s really hit or miss, same with the Windjammer. There’s days servers are walking around taking orders, and days where there’s nobody at all doing it. 

14 minutes ago, Vlad said:

I was thinking of doing the same thing, but probably won't be, since it doesn't really solve the problem. When system is fixed, you/we will probably be charged for everything anyways. 

OR what happens, since you received refunds for purchases that weren't really paid for, the system would think and show that you have the balance and owe them money. 

Or to make this even worse, like happened to some, your refunds would go back to the cruise balance and charges, instead of refunds. 

I was willing to take the risk, the cruise is 10 months away, so I’ll have time to straighten out what I booked. Even if it means having to call Royal enough times to make it happen. There’s nothing left to book, so it’s the last time I’ll mess around with it for that cruise. It appears this is all only really a problem if the cruise has been paid in full already. 

1 minute ago, Vlad said:

So you just cancelled and rebooked? 

How it's looking so far? 

Did you received all refund and new purchases emails? With correct info? And the credit card was charged again? 

Yes canceled and rebooked. Don’t know, it’s Sunday so not much banking activity. It’ll take a few business days to see what happens. Credit card now has pending charges for everything I just rebooked. Yes, emails are accurate, I screenshot every email to remind myself what I booked and have quick access to the order numbers. 

32 minutes ago, Vlad said:

 

That's what I'm also worried about, thinking to cancel the purchases that weren't charged for, and just rebook right now.

I went ahead and did this yesterday for my cruise planner purchases on Odyssey 9/24 cruise. Left the Wonder cruise alone since it’s paid in full and is a couple months away. We’ll see how it plays out. I’m confident it’ll be ok in the end. 

14 hours ago, benc42793 said:

i think one difference between @Starrynight0154 situation and mine is when i cancelled my chops reservation, the refund does show up on my credit card statement. however when i repurchased it, the new charge doesn't show up.

correct me if im wrong @Starrynight0154 but it seems from your first post, your refund for hideaway beach didnt show up on your credit card but instead it was added to your cruise balance?

Correct, added to cruise balance. 

1 hour ago, Sealegs said:

I have the non-alcoholic refreshment package but I also envision keeping some soda in the room fridge for vegging out on the balcony. Is it possible to get a few bottles or cans using the plan to bring back to the room and put in the room fridge? 

Yes, shouldn’t be a problem 

7 minutes ago, Dad2Cue said:

How did you make this payment.  I can't make the payment online because it says my cruise is paid in full.  I still haven't called Royal.  I don't know how to explain it to them if they don't listen.  Maybe I will wait until my overdue email arrives.  I just hope they don't cancel my cruise right away.  

Booked on the cruise planner, and a couple days later it was added as an overdue cruise balance. 

3 minutes ago, benc42793 said:

@Starrynight0154 how do you get to the payment history page on the website?

Log in and at the bottom of the homepage click on make a payment. It should let you choose your cruises, show balance due, details and history. 

1 hour ago, Mark_A said:

the purchases I made on the 8th are no longer on my card.  the ones I made on the 9th have cleared and posted to my card 

We all either get free cruise planner stuff or get our entire cruise cancelled. Welcome to the club

My cancelled $129 Hideaway Beach purchase triggered an overdue cruise balance notice this morning. These are what the screenshots look like. $2,490 was when I paid in full for the cruise over a month ago. Hideaway Beach dropped in price twice after that. I paid for the cancelled purchase of $129 to have the cruise update once again as paid off. One shows paid, the other pending. If this somehow satisfies their delicate computer system I’ll be happy, and move on. If not I’ll have to call about this and the 7 missing credit card charges for another cruise, and the refund for $129. Really wish Royal had someone that would listen and attempt to help.  

1 hour ago, jbrinkm said:

Nope! (sorry for delay - I was busy away from computer all day...)

Reservations still intact. I think I'll call Royal again on Monday. I don't think the rep I talked to knew what he was doing.

 

Neither did the rep I talked to. It’s really hit or miss with their customer service ability or willingness to help resolve issues. 

46 minutes ago, benc42793 said:

I'm confused here. My cruise is leaving December 24th, already made final payment. I cancelled cruise planner purchases for this cruise last week and rebooked and I get a refund to my credit card on the purchase. Am I missing something here or should be concerned? Or is this something that happens to some people but not others?

It’s only an issue if you’re getting emails about a $0.00 balance due. 

November 8th, specifically that date, when cruise planner Black Friday sales started, people including myself report canceling items and rebooking them at lower prices. Nothing is charged to credit cards. Logging into the website or app shows everything looks good and is reserved. The concern is what SpeedNoodles mentioned, where unpaid purchases are added to a cruise balance, making it overdue and the system automatically cancels the entire cruise due to this glitch.

That leads to weird emails about a balance due, pay now or risk cancellation. The email states $0.00 is due, adding to the confusion. This happened to me on the Wonder cruise that’s paid in full. The most accurate and updated balance due is at the bottom of their website, not the upcoming cruises tab where all your cruises are listed. That’s where I noticed my canceled Hideaway Beach purchase was added to the overall cruise balance making it appear overdue. I paid it to ensure that hopefully the cruise isn’t cancelled. 

Calling customer service did not help. Partially due to a language barrier. I asked for the resolutions department and was denied. After explaining my situation, she asked if I want to sleep with beds separate or together? I was told everything is ok, and she said stay on the line for a survey. 7 purchases, totaling over $1,000 for the Odyssey cruise that’s not paid in full have not been charged on my credit card. Not sure if I should keep calling, or just give it more time? 

23 minutes ago, Dad2Cue said:

Did you ask for the email stating a zero balance due?  Now I'm worried my cruise planner purchases may migrate to a balance due for the cruise itself.  I just checked to see if I had a balance due for my cruise.  I don't seem to owe anything for the cruise but maybe I need to confirm that directly with Royal.

I was sent the email already. Logged into the website and it said I had zero balance due, in the “upcoming cruises” page. The actual way to see if you have a balance due is at the bottom of the website where it says “make a payment”. That showed I did owe $129.76 for my cruise that was paid in full previously. $129.76 was the amount I was supposed to be refunded for Hideaway Beach. Due to a glitch it was added as a balance due. 
 

Lesson learned: never cancel and rebook cruise planner reservations after final cruise payment is made. Their software system can’t handle it. And customer service reps seem to not understand this.

11 minutes ago, Vlad said:

Thanks for another update 

Glad no hear all is good with cruise itself... 

Very interesting, what's going on with 11.8

Royal keep saying all is good and paid 

And of course credit card can't really do anything about it, since charges were approved and not canceled for any reason by the credit card company. 

I’m going to wait another week before calling again, to see if credit card is charged for 11/8 purchases. 
 

The zero balance due email issue is resolved at least temporarily while I wait on a cruise planner Hideaway Beach refund. It’ll be interesting to see if I keep getting the emails like some people have reported. 

I called, and asked for the resolutions department. The person on the phone wanted to know why. After explaining what happened, she sent me a new invoice showing nothing is due. Assured me everything is okay on their end. I said none of my purchases from 11/8 have charged my credit card. Again, she assured me everything shows it’s been paid, and is okay. Told me to contact the credit card company. 
 

I got this email for a cruise that’s been paid in full. Searching the internet, looks like this is a long standing issue that’s unresolved, with some people having cruises cancelled due to an “IT glitch”.

11/8 I cancelled and rebooked 8 items on the cruise planner when the Black Friday sales started. None of those have been charged to my CC, despite showing reserved in the cruise planner.

3 days ago I cancelled and rebooked Hideaway Beach. The refund I was supposed to receive instead went to my cruise balance, which I paid just to be safe and not have the entire cruise cancelled. 

Looks like this is getting complicated, now I need to call about the balance due that was paid in full already, getting a refund for Hideaway Beach that was added to cruise fare, plus find out why my 11/8 cruise planner purchases didn’t charge my CC. 

9 hours ago, jbrinkm said:

I went ahead and contacted Chase about these charges. They said that they were originally approved on the 9th but then Royal cancelled the transactions. My 2 missing charges on the card are still active and valid in the cruise planner. So then I called Royal and got through right away. He checked my planner and said my transactions were fine but I pushed a little, telling him that I do NOT have these charges on my card and I don't want anything cancelled later. He went (somewhere), came back, and said the credit charges should appear by the end of the day. I guess we'll see 

Did your credit card finally get charged?

My Hideaway Beach rebooking from 2 days ago already posted. Still nothing is showing on my credit card for 11/8 purchases. This is a Fidelity Visa card. 

Everything is the same for me, pending charges still are missing. I have email confirmations and screenshots of everything in case it escalates. My plan is to wait a few more days. When I log into the website reservations still show they are booked, so I’m not too concerned. 

3 minutes ago, Vlad said:

Same here... Please keep us informed. 

It looks like 2 years ago when this happened a few days later the charges reappeared.