MSC Crusies Sucks

Why do you refund money for canceled cruises in bits and pieces and why do you insist on travellers to always quote your booking codes when dealing with you and yet you refund haphazardly without your booking codes and proof of payments? The worst service I have ever experienced, their consultant in Gauteng by the name of Nicola she is slow, we have been asking for POP since February till this day her responses are very vague