MSC unempathetic

I made a booking to travel on the 14/04/2020 (Ref: ***0), which was cancelled due to the lockdown (the call centre was also closed for periods during the lockdown). After speaking to an agent on the 19/06/2020, I was told my refund would take a few weeks. I did a follow-up call on the 02/07/2020, with the agent stating that no evidence that a refund request was made on my profile. I was told that it may not be possible to be refunded as per the MSC policy.

The cruise was cancelled due to the pandemic, and my financial situation has changed - which I explained to MSC and requested for a refund to the processed.

Despite my request to escalate the matter and for feedback, none has been forthcoming.

The response shows a complete lack of empathy on the part of MSC as a company, and the company risks losing client's for Life, given the position they have taken.

I urgently request a response. I will have no choice but to continue to explore further social media platforms until a resolution is reached (I sincerely hope it does not come to this).