The have terrible customer service and cancelled 2 stops after we paid

Ship tip

I am making this complaint because for the terrible customer service I received from Norwegian Cruise Lines on 3/18/23 and the date I bought the cruise in July 2022. I booked a cruise for 3 people with Norwegian Cruise Lines in July of 2022 and our sail date was 3/18/23. My wife was denied entry to the ship because they said her passport didn't have the correct VISA attached to it, but when we booked the trip over the phone, I was VERY SPECIFIC about her passport not having an updated Visa attached to it. I told the salesperson that we were married, and she recently lost her Permanent residency card. I asked him for the 2nd time, “are you sure she can board, because her Visa to the US is expired but we have been married for 10 years and she just waiting on her lost permeant residency card? He said "Yes again" she be allowed to board with an Israeli passport. As long as the passport isn't expired. " He said if her passport isn’t expired, she will be allowed to board. What he didn't tell us was she can board but she will not be allowed back into the US after the 7 day cruise. Now this is terrible customer service and clearly he was just trying to make his commissions and didn't care about peoples livelihood. When we got to the port in Miami for NCL, my wife wasn't allowed to board the ship on 3/18/23. It was because her Israeli Passport had an old Visa attached to it. I told them I wanted to speak to the manager. I told the manager; I would have never booked and paid for a cruise for $5,500 on a ship that my wife couldn’t board. It broke my wife and son’s heart that we couldn’t board together. We booked this trip 8 months prior and were counting down the days since July 2022. My son is 12 years old and image if we boarded and his mom couldn't come back into the US. The manager was very nice at the port, she said to call the customer service number and I will get a full refund. She said he made notes on her end about the error. She was correct when we spoke to customer service person over the phone, she offered us a full refund for their mistake. She said I would get the funds back in 2-3 weeks on my credit card. I only received $2,000 back and I am still owed money. I called and asked for a full refund and now they are telling a different story. They are saying the Visa rules are very clear, that it was our mistake. Why would they give me a partial refund if it was my mistake. This complaint is in reference to my trip and I was offered and promised a full refund. I asked them to go back to listen to the call on 3/18/23 at 5:38 PM. I was offered a full refund over the phone. This is terrible customer service and if you promise something to a customer, you should keep your word. Please if anyone reads this please stay away from NCL- Norwegian Cruise Lines. Thanks Patrick