Charged a $250.00 cancellation; fee when Carnival cancelled the cruise. In 2019, I reserved a cruise for the Mexican Rivera Cruise leaving from Los Angels California. Due to Carnival lowering the cruise price the amount I original paid in the amount of $1231.00 was lower and the amount was placed on an On Board Credit. Therefore, I had $784.00 in On Board Credit they had a Casino Player Offer which lowered the cruise amount to $549.00. Carnival will not send any refunds so again they added it to the On Board Credit. Carnival Cruiseline canceled my cruise for July 11 in an email letter sent to me. In the letter it provided 2 option which I selected the full refund. I called Carnival Customer Service they transferred me to a Lead then customer relation that transferred to casino offer. This went on for 2 months with numerous incorrect answerS from Carnival representatives with attitude and no soft skills to deal with the public and from their outsourced representatives from Alorica and Arise. The outsourced representatives were the worst because they did not know what to say and could care less about the customer's concerns. Carnival Cruiseline has been unwilling to research to the beginning of the reservation of the cruise to provide the correct refunds. On 06/15/2020, FEDEX delivered 3 envelope with gift cards in the amount 477.40, $125.00 - my deposit, 141.76 which totaled to 744.26. Carnival kept $250.00 for a cancellation fee which ridiculous. Carnival cancelled the cruise then charged me $250.00 that is unacceptable. Carnival isn't equip or prepared for issues like this which is crazy. This company should be able to account for every step their employees take and an accounting department that refund correctly. In addition, I purchased $325.00 in Cruise Cash that was processed in March 2020 but wasn't processed until May 5, 2020. It's processed but I have not received it either.