Princess Cruises
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Beware of administrative credit card incompetence
I returned from a far east cruise on Sapphire Princess on 21st January 2019. My on board spending amounted to £1535 and was debited to my credit card account on the day of disembarkation (21st Jan). Despite having paid my on board account on the day of disembarkation there was still £5135 of my credit card balance being held by Princess. I contacted my bank and asked them to remove the money being held by Princess on my credit card because I'd paid my on board account and reinstate my full credit balance. My bank informed me the holds on my credit card would need to be reversed by Princess. I contacted Princess and spoke to a guy called Alexis, after much communication back and forth and Alexis best effort, Princess were unable to determine what they themselves had done and kept throwing responsibility back to me to prove the money was being held on my account asking. I eventually obtained from Princess a list of debits they had made on my credit card account and it became obvious that my final on board spend had been held on my credit card on multiple days and multiple times prior to the end of the cruise on the and after Princess had taken their payment they did not reverse the previous holds. The current situation is that Princess do not know what to do to reverse these holds and apparently are unable to even determine what they have done in order to reverse them and my bank cannot reverse them. I am informed by my bank that the holds will fall-off my account after 31 days which is 22nd February and I'm still waiting, in the meantime and 3 weeks after returning from the cruise my credit card account balance is still showing in excess of £5135 is still being held on my credit card by Sapphire Princess, and Princess informed me this is normal practice, which it I know it is with many businesses, as long as money held is reversed once account has been paid- BUT IN THIS CASE IT ISN'T PRINCESS BECAUSE MONEY BEING HELD WAS NOT REVERSED AFTER THE ACCOUNT HAD BEEN PAID, THIS IS CALLED ADMINISTRATIVE INCOMPENTENCE, AND THE ADMINISTRATIVE INCOMPETENCE WAS UNDERLINED EVEN FURTHER BY THE FACT THAT YOUR STAFF CANNOT UNDERSTAND WHAT THEY HAVE DONE ON MY ACCOUNT EVEN AFTER I DETERMINED WHAT THEY HAD DONE BY DOING THE MATH AND INFORMED THEM THEY ARE STILL UNABLE TO REVERSE MONET BEING HELD- APPARENTLY ITS MY FAULT AND I'LL JUST HAVE TO WAIT UNTIL THE £5135 FALLS OFF ON THE 22ND FEBRUARY.