PROCEDURAL FAILURE LED TO R7,300 LOSS

I am lodging a formal complaint against MSC Cruises South Africa regarding severe technical and procedural failures, agent misrepresentation, a massive financial loss of R7,300, and the ******** refusal to cancel the booking.

Timeline of Events & Failures (The R7,300 Loss Causation):

Friday, 28th Nov (Black Friday): Initial booking made (Original Base Price: R19,696). My account was immediately inaccessible due to MSC’s technical failure. I was told to email support and was promised a 24-hour response, which never happened.

Monday, 1st Dec: While still locked out, I realized I had mistakenly booked the wrong cruise itinerary.

Crucial Point: If the login issue had been fixed on Friday (which agent Irene later proved was a "quick fix"), I would have seen my mistake, corrected the itinerary, and avoided the R3,600 upgrade purchase made on Monday—preventing the entire R7,300 financial loss.

Tuesday, 2nd Dec: I was unable to resolve the issue with agent Palesa Motsapi (unhelpful, refused escalation, failed to call back) despite four call attempts.

Wednesday, 3rd Dec (Call 4): After Irene fixed the login, she retracted an initial settlement offer, imposing the final penalty: R7,300 (R3,700 loss of Black Friday discount + R3,600 forfeited upgrade fee) for a downgraded room.

Refusal to Cancel: At this point of misrepresentation and massive financial penalty, I immediately requested full cancellation and a full refund. This request was denied by the manager, Nobuhle, who refused to speak with me directly.

Demand: I demand the immediate full cancellation of the booking and a 100% refund of all monies paid to date. The direct causation of the R7,300 loss is MSC's procedural failure to fix a simple login issue, which prevented me from correcting my booking mistake in time.