$0 balance due email

[Dad2Cue]

5 minutes ago, Vlad said:

Correct, but Cruise purchases is always direct, can't buy Royal Caribbean excursions or dining else through the 3rd party. 

I will be call Royal directly too.  I think I know what happened at least.  I can't do anything at the moment but I will call Royal in a couple of hours.  I will post an update later.

[Vlad]

Just now, Dad2Cue said:

I will be call Royal directly too.  I think I know what happened at least.  I can't do anything at the moment but I will call Royal in a couple of hours.  I will post an update later.

Let us know if you call or if you get it solved 

You know what happened? 

[Dad2Cue]

2 minutes ago, Vlad said:

Let us know if you call or if you get it solved 

You know what happened? 

I don't know exactly what happened no ... I think it is why people owe money after paying in full.  These cruise planner purchases wind up being applied to the cruise fare.

[Vlad]

Just now, Dad2Cue said:

I don't know exactly what happened no ... I think it is why people owe money after paying in full.  These cruise planner purchases wind up being applied to the cruise fare.

That was long ago, like couple of yrs. 

Somewhat similar, but not. 

So don't mix it all up in same bowl. 

From what everyone is saying now, including myself. This purchases so far showing and confirmed by Royal Caribbean as PAID IN FULL. 

That may change, no guarantee, especially that credit card charges DISAPPEARED, but they were charged, approved and noted as paid in the Royal Caribbean system. 

But keep us informed, if you call, of any and all pertinent info. 

This might help me and the others. 

[Ampurp85]

@Dad2Cue is right. They are mixing everything together.  My 2024 Quantum sailing was paid in full but now it is showing I owe a $204.99 balance, while I have $395 in pending charges. Those charges are listed as paid on CP. But when I go to the balance it is saying and listing those charges as a whole. I think that is the issue in general, that since you can now buy the DX when your purchase the cruise, they are including everything in regard to payments. 

[Ampurp85]

This is what it says, this excursion was brought on the 8th and then returned on the 10th for a lower price.

When I click on payments it shows the CP purchases as part of the balance.

 

[Starrynight0154]

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.  

[benc42793]

13 minutes ago, Starrynight0154 said:

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 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.  

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

[Starrynight0154]

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. 

[benc42793]

@Starrynight0154 interesting, it doesn't even show the history for me. when i click on the reservation it says paid in full but when i click payment history it doesn't show anything 

 

 

[Vlad]

46 minutes ago, Ampurp85 said:

This is what it says, this excursion was brought on the 8th and then returned on the 10th for a lower price.

When I click on payments it shows the CP purchases as part of the balance.

 

Did you purchased cruise directly from Royal? Because I'm not seeing any of that, I bought through travel agency. And purchases only show up in order history through the web. 

I'm kind of confused, your refunds are showing as charges? Or I got it wrong 

[Ampurp85]

@Vlad My cruise is a casino comp, so book through Casino Royale which is Royal. It isn't under "pricing summary" but payment history. My refund doesn't show. Those are charges from CP and the pending charge is the one that includes that refund. 

[Dad2Cue]

2 hours ago, Starrynight0154 said:

I paid for the cancelled purchase of $129 to have the cruise update once again as paid off.

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.  

[Starrynight0154]

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. 

[Dad2Cue]

3 minutes ago, Starrynight0154 said:

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

I have not received my "overdue cruise balance" yet.  I'm sure I will be getting one in the near future.  I just want to pay my cruise planner purchases even though Royal's system says they are paid.  I know they aren't paid but I don't know how to convince Royal.

[benc42793]

6 minutes ago, Dad2Cue said:

I have not received my "overdue cruise balance" yet.  I'm sure I will be getting one in the near future.  I just want to pay my cruise planner purchases even though Royal's system says they are paid.  I know they aren't paid but I don't know how to convince Royal.

@Dad2Cue im in the same boat. it doesnt show up on my credit card but says on the planner its paid. it also says my cruise is paid in full and my cruise is next month. we are thinking the worst possible case scenario here. it's not worth stressing until something actually happens.

im thinking i might be in the clear because i had to pay in full 2 months ago. whens your cruise?

[Dad2Cue]

3 minutes ago, benc42793 said:

@Dad2Cue im in the same boat. it doesnt show up on my credit card but says on the planner its paid. it also says my cruise is paid in full and my cruise is next month. we are thinking the worst possible case scenario here. it's not worth stressing until something actually happens.

im thinking i might be in the clear because i had to pay in full 2 months ago. whens your cruise?

I paid in full before the final payment date.  Cruise is Jan 7th ---  50 days from now

[benc42793]

1 minute ago, Dad2Cue said:

I paid in full before the final payment date.  Cruise is Jan 7th ---  50 days from now

So me and you are in the same boat. Mine is on Dec 24th. I think we are both fine. The point is there is nothing we can do at the moment until something actually happens. The good thing is if something were to happen, we can pinpoint the reason why. Enjoy your weekend, let's not stress about this or it will drive us crazy!

[Vlad]

Just now, benc42793 said:

So me and you are in the same boat. Mine is on Dec 24th. I think we are both fine. The point is there is nothing we can do at the moment until something actually happens. The good thing is if something were to happen, we can pinpoint the reason why. Enjoy your weekend, let's not stress about this or it will drive us crazy!

Of course you can do 

Call Royal Caribbean, talk to them, ask for supervisor if no luck, and find out why payment wasn't processed 

[jbrinkm]

11 hours ago, Starrynight0154 said:

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. 

Oh my goodness, that is sadly hilarious. Read the room, but NOT the literal room...

4 hours ago, Starrynight0154 said:

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. 

The bottom of the homepage always surprises me with all the stuff you can find down there. 

[jbrinkm]

I think I am going to tweet at them. 

[benc42793]

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?

[jbrinkm]

One problem here, I think, is that when we each call and get different reps, no one at RCI knows that there is a systemic problem with the payments right now. Each rep just handles the individual concern and then goes on about their day. Things look fine in the cruise planner, so the rep doesn't think it is a big deal. 

I still don't have these two charges on my card. I did tweet at Royal last night and heard back this morning - just sent over my reservation and transaction numbers so we'll see what happens there. Maybe by getting the social media team involved, it can elevate to the level of knowing this is an issue for a bunch of us, not just one person having a problem here, another person having a problem there, etc. It IS really hard to explain to them - no one seems to understand why it is a concern that we haven't had to pay yet for the stuff we purchased. I'm trying to explain the best I can with my tweet but I can see how the complaint doesn't seem like a problem.

[Vlad]

5 minutes ago, jbrinkm said:

One problem here, I think, is that when we each call and get different reps, no one at RCI knows that there is a systemic problem with the payments right now. Each rep just handles the individual concern and then goes on about their day. Things look fine in the cruise planner, so the rep doesn't think it is a big deal. 

I still don't have these two charges on my card. I did tweet at Royal last night and heard back this morning - just sent over my reservation and transaction numbers so we'll see what happens there. Maybe by getting the social media team involved, it can elevate to the level of knowing this is an issue for a bunch of us, not just one person having a problem here, another person having a problem there, etc. It IS really hard to explain to them - no one seems to understand why it is a concern that we haven't had to pay yet for the stuff we purchased. I'm trying to explain the best I can with my tweet but I can see how the complaint doesn't seem like a problem.

Keep me/us informed 

Yes, they might not see a problem, but it is. Since we don't know what if anything would happen once the system catches up. 

And if the problem was indeed on the 8th. There's possibly thousands, hundreds of thousands of such purchases that wasn't charged for. 

I was thinking of maybe canceling 1 and reorder? But not sure. Maybe it would make this matter worse

[jbrinkm]

4 minutes ago, Vlad said:

I was thinking of maybe canceling 1 and reorder? But not sure. Maybe it would make this matter worse

I thought the same... Should we?

Update from twitter - she said everything looks fine and sent me a copy of all my planner purchases  

I tried again to explain why it is a problem, why I'm trying to elevate the concern, that billing/accounting dept needs to know, it is not just me but many of us, etc. We'll see.

[jbrinkm]

Well that was fast.

[Vlad]

1 minute ago, jbrinkm said:

I thought the same... Should we?

Update from twitter - she said everything looks fine and sent me a copy of all my planner purchases  

I tried again to explain why it is a problem, why I'm trying to elevate the concern, that billing/accounting dept needs to know, it is not just me but many of us, etc. We'll see.

Not sure, afraid to cancel, because then it's a different problem, if refund goes through, you basically getting refunded for something you haven't even paid for... It's becoming more complicated. 

So sounds like in your case, they won't be doing anything about it? Case closed? 

[Vlad]

2 minutes ago, jbrinkm said:

Well that was fast.

Did the cruise planner already said the same BS? 

Can you guys try to ask more specific questions. 

Do they have a reference # for credit card transactions. Each successful transaction from Royal on my credit card, have this very long reference # attached to it. 

[jbrinkm]

I'm done for today - have a bunch of other stuff to do this weekend so I'll wait until Monday, check card again and try calling again. 

[Starrynight0154]

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. 

[Vlad]

Tried talking to rep on Twitter, like someone said before. Completely useless. Checked, said all booked. Just like I see in website myself. No additional or further info available she said. Not even a reference # or credit card detailed info. Sounds like they just looking at the same screen as we are... 

[Starrynight0154]

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. 

[Starrynight0154]

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. 

[Vlad]

10 minutes ago, Starrynight0154 said:

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 then 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. 

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. 

[Starrynight0154]

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:

 

[KevinJ]

I've been following this thread and another with interest as I had a similar situation a couple years ago and now watch all this stuff very carefully. I'm always learning things through this board. The "make payment" tab is interesting, however none of my cruises give me the option of selecting "payment details". I've booked through a TA so I suppose that is the difference.

[WAAAYTOOO]

Really glad to hear that everyone's issues are being resolved successfully.  Happy Thanksgiving to everyone !

[Vlad]

44 minutes ago, KevinJ said:

I've been following this thread and another with interest as I had a similar situation a couple years ago and now watch all this stuff very carefully. I'm always learning things through this board. The "make payment" tab is interesting, however none of my cruises give me the option of selecting "payment details". I've booked through a TA so I suppose that is the difference.

Yes, same here. I've posted screenshot. Since payment goes through travel agency, system thinks that we're paid off from the start. All zeros...