Payments not adding up to what Costco says I paid.

[FigmentSpark]

I know someone else had this issue recently, but I can't seem to find how it was resolved.

I booked a placeholder, then transferred it to Costco. Last fall, I booked a cruise and paid the required difference. Every time I make a payment, I make a screenprint for my spreadsheet. In addition, when it shows up on my CC bill, I take a screen print. I've added up the amounts I've paid several times, now and somewhere between April and May, it seems an extra payment was made. Not by me and I'm the only one with the reservation numbers. Costco assures me that the payment was made and when I ask about payment history, they are only reading off what I've paid. I don't get it. I'm also worried (like the other poster) that I will be owing money by my payment due date and have the cruise cancelled.

Anyone have any thoughts on this? No rebates on port fees or taxes, the total owed is still the same as when I booked.

 

[PrincessShmoo]

I know someone else had this issue recently, but I can't seem to find how it was resolved.

I booked a placeholder, then transferred it to Costco. Last fall, I booked a cruise and paid the required difference. Every time I make a payment, I make a screenprint for my spreadsheet. In addition, when it shows up on my CC bill, I take a screen print. I've added up the amounts I've paid several times, now and somewhere between April and May, it seems an extra payment was made. Not by me and I'm the only one with the reservation numbers. Costco assures me that the payment was made and when I ask about payment history, they are only reading off what I've paid. I don't get it. I'm also worried (like the other poster) that I will be owing money by my payment due date and have the cruise cancelled.

Anyone have any thoughts on this? No rebates on port fees or taxes, the total owed is still the same as when I booked.

Maybe go ahead and assume your payments are correct. So, if you do wind up with too much paid, you'll just get it as Onboard Credit.

 

[FigmentSpark]

That's the problem. If their math is not correct, I will owe $300. My only other option is to overpay (according to them) in case. An OBC isn't the end of the world, but I'd like to know where this money is coming from. If I've forgotten that I made a payment, I'd like to know.

 

[AgentMama]

Have you gone back through your credit card statements to see if there is an extra payment you didn't take a screen shot of or record on your spreadsheet?

 

[Starwind]

I would go back through every one of your CC statements for the entire period and validate those payments against your spreadsheet list to make sure none are missed.

If your spreadsheet is accurate, then consider overpaying [ie pay what you know you are supposed to pay] and let Costco know again there is a mistake on the account and that you have gone through all your CC statements and confirmed each payment and that they are showing an extra one you did not make [and which one it is]. If they still cant figure it out, then enjoy the OBC.

SW

 

[cvjw]

That other poster was me. When we booked our first Disney cruise - 2 cabins on the fantasy, I kept up with all the payments. I knew what I owed on each cabin. When I went to pay in full, I owed less on one cabin than the other. About $350. I paid off both cabins, and could not figure out where the other money came from.

Costco assured me my cabin was PIF. I called Disney and they assured me my cabin was PIF. I was scared they would finally figure out what happened and cancel my cabin.

I finally just quit worrying about it. The cruise went off perfectly. Never figured out where the extra $350 came from. Costco couldn’t either.

 

[MomOTwins]

I would take a screenshot of your login page on the disney cruise website that says you are paid in full. If there are any questions later, you'll have proof disney considered you paid in full so they cannot just cancel you without giving you an opportunity to pay up the difference if there really was a mistake.

 

[squirk]

I had an issue a few months ago where one of my reservations, booked and held by my TA, showed as PIF on the DCL site even though I knew I still owed money.

Turned out that the site shows you as PIF when you have paid enough to cover DCL’s cut of the total fare, even if you haven’t paid enough to cover the TA’s cut.

Sounds like your issue might be closer to @cvjw, but I thought I’d throw my thing out there just in case it was relevant.

 

[cruisehopeful]

I remember reading a thread like this a couple months ago. It seemed like Costco counted their commission reimbursement in the payments. I believe it all worked out in the end and the person did not owe any money.

 

[FigmentSpark]

I have checked all the statements. I called Costco last night, but after DCL was closed. They have me having paid $300 more when I first booked. I have two rooms that I booked and the other one is tracking perfectly. It's just this one room, which happens to be the one I added a person into about a month later. Still, doesn't explain the extra money. I'm going to call again today and see if (via Costco) DCL can provide an answer.

That other poster was me. When we booked our first Disney cruise - 2 cabins on the fantasy, I kept up with all the payments. I knew what I owed on each cabin. When I went to pay in full, I owed less on one cabin than the other. About $350. I paid off both cabins, and could not figure out where the other money came from.

Costco assured me my cabin was PIF. I called Disney and they assured me my cabin was PIF. I was scared they would finally figure out what happened and cancel my cabin.

I finally just quit worrying about it. The cruise went off perfectly. Never figured out where the extra $350 came from. Costco couldn’t either.

Thanks. I'm glad to hear yours went off without a hitch. Were you stressed from PIF to boarding that something would happen? Did you do the screenshot of your PIF notice, as @MomOTwins suggested? Would that help anything as they give away your room?

 

[FigmentSpark]

Found it.

Well, DCL found it. We did have a double charge in May that didn't show on my screen prints. I guess I must have put the payment in (online) and it hadn't gone through, so I did it again. The screenprint only showed what had gone through, but the back end system must have already processed to DCL, even though it wasn't showing as a spend on my Costco screen. But here's the funny part, the balance owing was correct, just not the list of payments.

My theory is that Costco gets the balance owing directly from DCL, but uses their own system to display your payments made that day. Even when we went through my history last night that Costco has on record, it wasn't there. But of course, the purchase was on DCLs history. Obviously a glitch in their system.

It sounds a little like the same type of error @ProgressCity had described in another thread, although not with the same serious consequences.

 

[JW9DVC]

You think you are under paid for the cruise yet Costco says you are good to go. Well. Take it for what it’s worth.

 

[we"reofftoneverland]

We had a somewhat similar situation with Costco. We have used them many times with no issue, but on our last cruise (it was with Carnival not dcl) after paid in full we got an email saying we owed about $500. I was shocked and logged in and sure enough it said we owed on one cabin. This was a few weeks after we paid in full and after the final due date. I called costco quite nervous because I had paid mostly with gift cards— what a pain. At first I think they thought I was making it up, I mean it sounds suspicious, the account says I have not paid in full but I did lol. But after Costco put me on hold for quite some time they came back, very apologetic, and said that it was a glitch and that I was paid in full. So they do have some system issues.

 

[FigmentSpark]

I just wish they had a link to report system issues. I'd love to give them my experience so they can use it towards a fix. Also, maybe if they knew how prevalent it was, they'd prioritize a fix.