Viking River Cruises review: Viking elba river cruise

After multiple telephone conversations with a viking agent (last call was to confirm that their travel insurance was for “all reasons”, which she confirmed) we booked an elba river cruise with business class airfare, including the viking “trip mate travel protection plan” for $849 ea., which is confirmed on our “guest statement” dated 6/18/2024. We gave the viking agent our credit card information during our last telephone conversations. Our credit card was subsequently billed for the booking without the travel insurance premiums, which we assumed would be charged separately.
Due to my wife’s knee injury requiring replacement surgery, we called viking on 9/06/24 and talked to viking agent jenna woodmancy (jw) to cancel our booking. Jw advised that we would be subject to a 50% cancellation fee; I responded that our booking included trip protection plan coverage. Jw replied that we did not have coverage. I responded that my booking statement shows the protection plan for both of us. Jw said that we had declined the coverage. I said that we did not decline coverage. Jw said viking staff (elsi) would review the recording of our booking telephone to verify whether plan protection was declined and call us by wednesday 9/11/24; viking did not call us; it is obvious that viking cancelled our plan protection plan unilaterally, perhaps in error. Viking has illegally kept and stolen $7,328 from our credit card account