Has anyone had any success in dealing with customer relations after you cruise to get a refund of transfers provided by Princess?

I was not going to purchase a transfer from cruise line and I was going to get from ship to hotel via train/taxi/hotel shuttle to save some money at end of cruise. However the ship was offering a direct transfer to my hotel in Rome and eventhough it was expensive I thought the lack of stress would be worth being taken directly to hotel. When I got the disembarkation information, I asked passenger services because it said my group was going to train station. I was specifically told that after dropping off at train station, they would then take me to hotel. Well, after getting on correct bus, I was told, bus driver was only taking folks to train station and we would be on our own from there. There at least two other parties in similar situations.

I have emailed customer relations asking for a refund, but the automated email said it could take a couple of weeks before I hear back from them. I would really like to get a refund for the basically worthless transfer, other than that issue the cruise was fantastic.