‘Balance Due Phantom’ Strikes Again!

[BrianB]

After having gone through these seemingly random ‘balance due’ emails in the past, I thought Royal corrected this annoying glitch.

Today I received two emails informing me I had balances due on two upcoming cruises and reminded that failure to pay in full would result in a cancellation…along with the warning to review the cancellation policy. In other words…pay or lose it all!

Both balances due are less than fifty dollars. Interestingly, on the email it shows the reservation number, date of sailing, and ‘paid in full’. But when I search the reservation number on the site’s payment page…there it is…payment due. So I paid it. Both of them.

Just for the heck of it, I also searched the reservation number of the cruise I’m currently on…Liberty…and sure enough ‘Payment Due’.

Obviously this is another glitch. I’ll expect notification shortly from my credit card showing a refund has been posted by Royal for the amounts I just paid.…….and then wait for another email telling me I have a payment due for the same cruises. This time I won’t worry as much. It’s just very frustrating!

[WAAAYTOOO]

Oh no !  I hope it’s not Deja vu all over again !

[PRMLVM]

Our travel agent got a balance due warning on our upcoming cruise.  She showed them that the cruise was actually completely paid off.  This was AFTER the final pymnt date, even. WTH?  We thought "weird". ... But then at the end of October, we got a slew of emails canceling all of our pre-booked packages (drinks, dining, key) etc "since our cruise was canceled."   !!!!!  Our TA called and cleared up that it was NOT canceled.....but RC would not / will not reinstate any of our packages.  We had to rebook all (at higher prices), re-reserve all dining venues, and lost our boarding time.  Many phone calls and TONS of lost time fixing a problem they created.  We did get onboard credit to apply to the higher package prices, but the stress of all of it.... AND we still have not gotten our refund from their cancellations.  They said to give them a month.  Meantime, it's all  on our card still.   

[Starrynight0154]

You think with the resources they use dealing with all the customer service calls regarding this issue, they’d be motivated to fix the glitch. It’s been happening for years with no end in sight. 

[Pattycruise]

My last week sailing there was a charge on my account that was quite odd, day 1 port charge.  So I stood in that lovely long line to have guest service tell me it was likely from corporate for an unpaid balance, followed by some stupid sentence. They also said it could possibly have been from an increase o in port fees-to which I replied “they don’t do that to l prior bookings.” I  said if there were an unpaid balance it would have cause my cruise to be cancelled.  So whatever it was  they reached out to shoreside and left me a message the next day that it was removed.

 Folks-Check your invoices before a sailing and when you board check your account. 

 sorry this has happened, yet again BrianB.  It’s absolutely ridiculous. 

[Pattycruise]

Omg-just logged into my email and I have a balance due email from Royal for a January sailing-comp, that was paid in full.  

[FionaMG]

You are so unlucky with this @BrianB . I hope you're able to get it sorted.

This is exactly why I decided not to cancel and rebook several cruise planner items that have gone down in price, since my cruise is less than 30 days out.

[Lovetocruise2002]

Oh no! @BrianB is this still linked to the Black Friday purchase/re-price from last year?

[FionaMG]

3 hours ago, Pattycruise said:

Omg-just logged into my email and I have a balance due email from Royal for a January sailing-comp, that was paid in full.  

Have you done any cancelling and rebooking of cruise planner items since the BF sale began or inside final payment?

[Dad2Cue]

5 hours ago, Pattycruise said:

Omg-just logged into my email and I have a balance due email from Royal for a January sailing-comp, that was paid in full.  

I got a NOTICE OF BALANCE DUE email today.  It is a polite reminder that starts off with the following:

"Thank you for choosing Royal Caribbean®. Your upcoming INDEPENDENCE OF THE SEAS - 20 JAN 2025 adventure is almost here. Before you begin packing, we're missing your final payment. Please review the important info below, including your cruise summary."

There is lots of information and then it says:

"In order to avoid cancellation, make your payment by phone before the due date listed above."

No due date is listed but at the end of the email it says:

FINAL PAYMENT DUE  0.00 When I click on the link to pay online it says the remaining balance is  $156.83 USD This is the amount that should be refunded to me for my Black Friday cruise planner swaps. ------------------------------------------- I'm not really sure what I should do but Royal owes me and not the other way around.

[PRMLVM]

Our "refund" (for their erroneous cancellation, see my post above) disappeared from our order history yet did not show up on our credit card.  I called, and an hour later was told by a resolution specialist that the refund "got canceled" (couldn't say why of course) and that they will reinstate and expedite it.   I'm praying that they don't refund and cancel the new reservations/packages we had to purchase!!!!   Hoping they understand they are refunding for all the purchases they canceled (on a cruise that we have a PD IN FULL/$0 BAL DUE receipt from JUNE).    aaaarrrrrghhhhh

[Dad2Cue]

7 minutes ago, PRMLVM said:

they will reinstate and expedite it.

I got this same response regarding another refund that has been missing for more than a month. They said "expedited" meant 5-10 business days.

[bobbydx]

So what are we doing about this issue? Is it going to cancel our cruise or do i need to call someone? I have it on my cruise along with a few of my family members

[BrianB]

@Lovetocruise2002 No. Just seems random. I did purchase and then cancel to repurchase CocoCay stuff, but I do that all the time without any issue.

The surprising thing was when I entered the reservation number of the cruise I’m currently on into the payment page. It said I had a balance due of $38. I didn’t purchase anything extra on this cruise.

It’s definitely a glitch…I’m just hoping I don’t get burned last minute.

[WAYNO]

12 minutes ago, bobbydx said:

So what are we doing about this issue? Is it going to cancel our cruise or do i need to call someone? I have it on my cruise along with a few of my family members

I would not trust either Royal or a travel agent to get this fixed.  We've seen folks lose their cruise while bolstering.   If it doesn't matter if you lose the cruise, then refuse to pay 'em.  If it matters, pay what they say and fight them for the refund.

Royal's  IT is pathetic, followed closely by their customer service. 

I have had multiple issues that were never resolved by their customer service, either online or via telephone.  In every case I've had to escalate it to the CEO.

[PRMLVM]

19 minutes ago, bobbydx said:

So what are we doing about this issue? Is it going to cancel our cruise or do i need to call someone? I have it on my cruise along with a few of my family members

We DID call them.  Several times.  Each time reassured.  We have a RC receipt with all the line items and technical language, which shows a pd amount and a zero balance from JUNE.  We still had our cruise canceled.  Still nervous we will get down there and get turned away.

[cdixon22]

This happened to us and was related to cruise planner pre purchases where we used $50 OBC.  Something happened to the OBC we had and then owed the difference used to pay for cruise planner items. Royal said it was a know bug and if the $50 is not paid they will cancel the cruise planner items. 

[Starrynight0154]

56 minutes ago, bobbydx said:

So what are we doing about this issue? Is it going to cancel our cruise or do i need to call someone? I have it on my cruise along with a few of my family members

Last year I got the balance due emails after paying for the cruise in full. Like everyone else it was due to a cruise planner cancellation, refund for Giovanni’s I think. I called and they reassured me everything was okay. I still paid the small balance due to be safe. They refunded it and it repeatedly caused another balance due. Did this several times before our cruise to make sure the entire cruise wasn’t canceled. It was annoying but I wouldn’t let the balance stay due, I personally wouldn’t trust that they won’t cancel the cruise. 
 

On the desktop homepage if you scroll to the bottom where it says “plan a cruiser>make a payment” it will have the page that you can check what’s due. 

[Pattycruise]

So interestingly enough, THEY say I OVERPAID. $82.99…. Why would I get a cancellation if not paid email if it’s an overpayment.

[bobbydx]

So I am hearing that you should never buy and then cancel anything in your cruise planner because your cruise could be canceled. I refunded the drink package and a cabana. Now says I need to pay the cruise price basically in full again.

[KevinJ]

Last Feb they cancelled all my CP purchases and credited me OBC. Then the next day they used all the OBC to repurchase everything but under my son's name which made it cumbersome to rebook things, he would first have to cancel so I could repurchase. Then when I went to make final payment I requested an updated invoice. It stated that I had only paid $82 for a deposit and so I owed over $400 dollars more that I should. I do use a TA and we went back and forth trying to get a final answer. They finally agreed that I did pay $500 down payment and what I owed was very close to what my booking invoice showed. However, they were unable to provide me an invoice showing a zero balance due. Instead they provided a letter stating that the cruise was paid in full. We board this Sunday and I won't be comfortable until I'm in the Solarium with my first drink.

[TessFromFlorida]

Call and speak w someone in the resolutions team and ask to change the payment due dates to your departure date. This set my mind at ease. Didn't fix it, but set my mind at ease. 

[cdixon22]

1 hour ago, bobbydx said:

So I am hearing that you should never buy and then cancel anything in your cruise planner because your cruise could be canceled. I refunded the drink package and a cabana. Now says I need to pay the cruise price basically in full again.

I have found it is safer to not use OBC to pay for pre cruise planner items. Since I stopped using the OBC before our cruise I have had not issues. Knock on wood……

[bobbydx]

I called and they said no balance due and sent me an email that showed $1600 due. Crazy you cant talk to anyone that knows whats going on.

[PRMLVM]

1 hour ago, cdixon22 said:

I have found it is safer to not use OBC to pay for pre cruise planner items. Since I stopped using the OBC before our cruise I have had not issues. Knock on wood……

we pay for pre-cruise items.  We used OBC they gave us to make up the difference in package prices after THEIR cancellation of our fully pd cruise (and therefore need to rebook everything).  PRAYING this does not cause further issues. SAD

[DoomSlayer]

1 hour ago, cdixon22 said:

I have found it is safer to not use OBC to pay for pre cruise planner items. Since I stopped using the OBC before our cruise I have had not issues. Knock on wood……

You may be onto something.  I cancel and rebook cruise planner items all the time and have never had an issue.  I always pay for everything with my card and save my OBC for use on the ship.  I am curious from the others if OBC is involved.

[Pattycruise]

Mine has no OBC involved.  I stopped using the OBC and save it for onboard

[DoomSlayer]

37 minutes ago, Pattycruise said:

Mine has no OBC involved.  I stopped using the OBC and save it for onboard

Well, there goes that theory.

[asquared17]

1 hour ago, DoomSlayer said:

I am curious from the others if OBC is involved.

just to throw a wrench in the wells — not intentionally — i’ve always used OBC for cruise planner purchases and have never had an issue with canceling, refunding and rebooking.  

it’s always been the cleanest way for me to keep track and the refund for the cancellation is almost instantaneous. 

however, we aren’t typically rebooking larger packages or excursions; maybe just internet or a water package, or a PDCC beach club pass. so YMMV. 

[FionaMG]

I have cancelled and rebooked CP items purchased with OBC, a CC or a combination of both, including one time at the height of BF sale (2 years ago, I think) and I have never had an issue. However, I have refrained from doing so inside final payment ever since this glitch was first reported. I doubt the timing has anything to do with but I'm not willing to take the risk, even though I would love to get the extra savings.

I hope all of you who are having issues manage to get them sorted.

[Southern Dan]

I just got an email for my cruise that leaves next Sun 11/24 saying final payment due $0 in the email itself but then on the attached invoice it says $1,317.84 due.

I paid off the cruise a few days prior to the final payment date, but last week I did cancel my UDP last week and got the UDP/Voom combo and cancelled/rebooked my Hideaway Bay beach passes.  What a pain in the ass.  Guess I'll call Royal to try and sort this out.

[BrianB]

I did have an issue in the past with OBC.

When I booked a cruise, OBC was included. I subsequently used some of it to pay for a Beach Club pass.

Later, I repriced the cruise for a nice savings, but was told by doing so I would lose the included OBC. That, in turn, affected my Beach Club pass and I had a small balance due. I was happy that the pass wasn’t automatically cancelled because I got it at a great price. I paid the balance and had no other problem. Easy peasy.

It just seems that this ‘Balance Due Phantom’ pops up occasionally and causes annoyance, irritation and discomfort for a while and then just disappears. Sort of like a cold sore…except there is no ointment to soothe the symptoms.

[Dad2Cue]

55 minutes ago, Southern Dan said:

36 minutes ago, BrianB said:

It just seems that this ‘Balance Due Phantom’ pops up occasionally and causes annoyance, irritation and discomfort for a while and then just disappears. Sort of like a cold sore…except there is no ointment to soothe the symptoms.

 

In my case it seems like my refunds for cruise planner purchases go toward a fully paid for cruise instead of the original form of payment..  A refund on the zero balance due for the cruise generates a notice that I owe money for the cruise.  

It is a clever game but I don't like to play this game.

If I don't pay back the refund my cruise might be canceled. 

If I pay back the refund so I don't owe money for my cruise ... it will take weeks if not months to get my cruise planner refund. Meanwhile, my cruise planner refund disappears until it magically reappears weeks or months later.

[Southern Dan]

Waited 20 min to get someone on the phone...going back-and-forth now for another 20 trying to resolve the issue.

Lesson learned, I won't be repricing anything moving forward as obviously Royal Caribbean is unable to handle things accordingly.  She just got back on the phone and confirmed it was their error and refunded a portion of my cruise fare vs the packages.  She said once the refund is issued to my card I can call back tomorrow and pay so my cruise isn't cancelled.

I was like, "I know this isn't your fault in particular, but why would my cruise that I've been planning over the last 9 months be cancelled because of an error on your end?"  Let me pay the "balance" now so I don't have to do this again tomorrow and she then put me on hold again...insanity.

[Southern Dan]

Can't do anything until tomorrow until the refund is issued  The nice lady said she'll check in with me tomorrow to make sure everything goes smoothly.  The saga continues lol.

[DanR]

15 hours ago, cdixon22 said:

This happened to us and was related to cruise planner pre purchases where we used $50 OBC.  Something happened to the OBC we had and then owed the difference used to pay for cruise planner items. Royal said it was a know bug and if the $50 is not paid they will cancel the cruise planner items. 

So I called and she said everything looks fine, but my gut was saying to pay it and inquire about a refund after the cruise, but when I went to pay, it said reservation was locked. Maybe they’re fixing it??

[Dad2Cue]

3 hours ago, DanR said:

So I called and she said everything looks fine, but my gut was saying to pay it and inquire about a refund after the cruise, but when I went to pay, it said reservation was locked. Maybe they’re fixing it??

Do you recommend paying the balance due or waiting for it to fix itself?  I already know what will happen so I doubt it will be resolved after one phone call.  

I could reprice another cruise which is $35 less today.  At least there might be a small reward if I call.  I don't think $35 is worth an hour on the phone if the hold time is 2 hours.  It is easier to vent some frustration here.

[DanR]

44 minutes ago, Dad2Cue said:

Do you recommend paying the balance due or waiting for it to fix itself?  I already know what will happen so I doubt it will be resolved after one phone call.  

I could reprice another cruise which is $35 less today.  At least there might be a small reward if I call.  I don't think $35 is worth an hour on the phone if the hold time is 2 hours.  It is easier to vent some frustration here.

I ended up paying it, and will talk to guest relations on the ship and try for onboard credit maybe this is only me second cruise so idk 

[BrianB]

Update: As expected…the ‘balance due’ charge has been refunded to my credit card today. The day after I paid it.

Now I’ll wait for another ‘balance due’ email for the same charge.

Your move Royal.

[TessFromFlorida]

19 hours ago, Pattycruise said:

Mine has no OBC involved.  I stopped using the OBC and save it for onboard

Same. Never used obc for planner purchases.