Linda Carnivale wants her $250 cruise deposit refunded. But now her bank and cruise line are arguing over who is responsible for the money. Does it matter? And can she get her money back?
Question
Last year, I canceled a cruise on NCL after paying a $250 deposit. I explained that the credit card used to make the deposit was closed.
NCL told me to obtain a letter from Chase confirming the closed account. Once NCL received it, the cruise line said it would send me a check.
I followed NCLs instructions. But after I submitted my refund request, NCL told me that it had refunded my old credit card. I called Chase, and a representative promised to “research” my problem and send me a letter within 10 to 15 business days.
The Chase letter informed me that the $250 refund was returned to NCL. I ended up in a three-way call with Chase and NCL that devolved into an argument over who was responsible. It got so bad that the NCL representative said she was going to file a formal complaint against the Chase representative.
I don’t care who is responsible — I want my money back. Can you help me? — Linda Carnivale, Brooklyn Heights, Ohio
Answer
NCL is responsible for getting the money back to you. Full stop. The cruise line can argue with whomever it wants, but nothing will change that fact.
But first, a slight detour. I can’t believe a company like NCL is still writing checks in the 21st century. It should be able to get a new credit card number or just send the refund directly to your bank account. But a check? Come on. (Related: Here’s how to make your NCL complaint get lost at sea.)
You did an excellent job of keeping a paper trail on your case. It shows that NCL sent the money to Chase. It also shows that Chase never received the money. These emails are helpful when you’re trying to resolve a problem like this because they will help the bank and cruise line sort things out. But at the risk of repeating myself, NCL needs to find a way to return your deposit even though it’s gone missing.
What to do when you’re getting the runaround
When you’re expecting a refund but are getting bounced between a business and your bank, you have options:
Keep detailed records
Write down the dates, times, and names of everyone you talk to. Save emails and letters too. (Related: I paid an extra $1,796 to get to my cruise. Why won’t NCL reimburse me?)
Put your request in writing
Send a letter or email to both the business and your bank explaining what happened and what you want. (Here’s our guide to taking a cruise.)
Study up on your rights
Check your bank’s rules about refunds and the business’s refund policy. You can usually find this information on their websites. (Related: This is an NCL cruise bait and switch — or is it?)
File an official complaint
If you’re not getting anywhere, file a complaint with the Consumer Financial Protection Bureau or your state’s attorney general’s office.
Ask about a chargeback
If you paid with a credit card, you can ask your card company to reverse the charge.
Most importantly, don’t give up. Keep following up with both the business and your bank until you get your refund.
How about that NCL refund?
I can understand how this ended up with a three-way phone call, and that might have been the only way to solve this for NCL. But really, shouldn’t it have worked quietly behind the scenes to fix things with Chase instead of making you a character in this drama? I think so.
I list the names, numbers and emails of all the key executives on this site. You could have reached out to one of the NCL executives and if that didn’t work, to a Chase manager.
You reached out to our advocacy team. I contacted NCL on your behalf. A cruise line representative said your refund was delayed because you closed your credit card (no mention of an intransigent bank). NCL asked for your mailing address and then sent you an old-fashioned check for $250.
