Lies and deceit

Hi There hope you can assist me or where I should take this matter further,

Workers that are totally unhelpful and do not know how to do their work no more. Alina, Marcia, Nozi and Customer service team leader Cleo

Firstly I have booked a cruise with MSC South Africa for the 21st January 2021,when the Pandemic started I tried and tried to cancel my booking in July 2020 called numerous time number did not woek. Emailed in July noooo feedback. I then eventually the 29th of September 2020. I then completed a cancellation form I sent to them on the 21st of October 2020. Drink packages was included in the fees/fare yet they mentioned that I will loose out 50% of my full booking. Their terms and conditions states 50% of fare not additional products added also. They call it 50% cancellation fees. I then sent numerous emails and calls they just don’t know when my payment will be done.

Last week I called the calc entre and the 1st consultant told me it takes 20days for refund to reflect. I then mentions its more than 20 days, I called again and the story was changed to a 120 days that’s basically in 4 months’ time 2 months after my trip how amazing. Everyone says they have escalated my enquiry and its out of their control because the cancellation process was sent to headquarters in Geneva which for some miraculous reason they do not have contact with them to follow up. I am sick and tired of begging for my own money, I then mentioned that it does not state on their terms and conditions of 120 days and is 120 days not from the day I cancelled wow. I’ve paid the amounts in the South African bank account why do I have to wait for my money from Genieve.

If i do not receive my money by the weekend, with interest and i want my full amount paid into that account as your cancellation process suck, and you do not deserve to be paid for lying to members. i am going to take this up with the ombudsman