Carnival Cruise lines Carnival cancelled Cruise then charge customer a penalty Miami Florida

On 05/04/2020, I received an email stating Carnival canceled my cruise on 07/11/2020 - 07/182020. They provided 2 options to select from so I selected Option 2 for 100% Refund. 05/05/2020, I called to find out the amount of the refund and the representative did not know what they were doing. The representatives are telling customers anything for their AHT on a phone call. I spoke to Jonathan and talked over me and ignoring my questions that happens when they do not know what to do.

Before I could say anything else Jonathan transferred me to the casino representative. I had to start all over again with this representative. The representatives do not wait for the customer to start telling them what they want instead they start processing items. Later I received an email on 05/05/2020 stating reservation was canceled and the cancellation occurred during penalty period and was charged $250.00 penalty. Carnival is a corrupt company and anyway for them to keep the customer's money they'll doing. They'll be hoping the customer isn't paying attention but I do. I want 100% Refund IMMEDIATELY WITH ANY DELAY!!!!!