Refund not addresed

I am extremely disappointed with MSC’s service. As a loyal Silver Member who always books directly with MSC, I booked a cruise for my family (3 cabins) on 31 December 2025 for the 19–23 January 2026 sailing. The agent confirmed that I qualify for the 5% Silver Member discount; however, due to a software glitch, the system could not apply it at the time. I was advised to pay before the year-end deadline on the 31st and was assured by the consultant that the discount would be calculated afterward and refunded to me I was also told that this would be finalised once she returned from leave on 3 January 2026. Payment of over R45 000 went off my card. When I later contacted MSC with a query, I was shocked to be told that I needed to contact the “travel agent” I supposedly booked with, even though I booked directly with MSC.

After being strung along, I eventually discovered that my balcony cabin had been placed under an agency in Port Elizabeth. This created unnecessary delays and confusion on my side. The Pomene Island stop was cancelled, and when I enquired about port charges and my discount, I received the following response: “Port charges and taxes form part of the overall cruise fare and are not charged or refunded separately per port. As such, no refund is applicable for Pomene port charges when a port is not accessed.” This explanation is unacceptable, because I paid for the Pomene experience, which was not delivered. I was also falsely told that my Silver Member discount had already been app****. I have email correspondence clearly stating that MSC was still “working on it” after payment was made.

I will appreciate a correct recalculation of my 5% Silver Member discount and the immediate refund due to me also Pomene Island stop was cancelled and we did not get our experience.