Billings Office Systems

On several occasions, our Ticket Purchase Support (TPS) Representatives informed customer that her order would be shipping soonUnfortunately, circumstances delayed the package shipment a few days longer than expectedThe order shipped on July at which point a shipping confirmation email containing UPS tracking information was emailed to customerPackage was delivered to customer's address on July at 2:55pmThe music festival begins on July 23.Per the attached, our TPS Representatives provide the most up to date information available at that time, but unfortunately circumstances often dictate that we will not know the exact timing of shipments being mailed

Hello, We are in receipt of this complaint and our team is currently investigating this matterI will respond with more detail upon receiving more informationThank you, matt m [redacted] head of operations

This customer was approved for a refund by the festivalThe refund for the spruce up pass was processed on 5/25/

Good afternoon, After researching the customer's order (order # [redacted] ), there does not appear to be a spruce up pass purchased or in any way added to that orderThere does not appear to be any further orders under the customer's name, and we can not find a way to further assist the customer The customer should contact the FireFly customer service number at ###-###-####Thank you

Representatives in our Tickets Purchase Support department worked with Ms [redacted] to resolve the issueAttached is email correspondence confirming as such

We are the ticketing company handling the ticket sales and delivery to the event the customer is referencingCurrently there are no tickets available for this eventBeing the ticketing company for the festival, we do not currently have any inventory available to sell and / or deliver to the customerThe customer should be directed to check the event's website for any announcements regarding any additional event on sale dates information regarding the release of any additional tickets where a purchase of tickets to the event can be made

no resolution described....just that they will investigate once they receive additional informationDid not specify what info they need and whether it's info from me that they need Please adviseThank you! [redacted]

This request has been approved by the festival, and a refund for the spruce up pass has been processed as per the customer's request on 5/22/

Good afternoon, After researching the customer's order (order # [redacted] ), there does not appear to be a spruce up pass purchased or in any way added to that orderThere does not appear to be any further orders under the customer's name, and we can not find a way to further assist the customerThe customer should contact the FireFly customer service number at ###-###-####Thank you

Hello, As the ticketing company for our client's festivals, we are authorized to perform many services on their behalf. Issuing a refund is not something we are authorized to do without specific in-writing confirmation directly from the festival organizers. In our correspondence with Mr... [redacted] , we had provided him with direct contact information with the festival organizers. Additionally, in Mr [redacted] previous correspondence, the subject matter seemed to be related to him not being able to pay in payments despite not making his payments in time, which lumped them together. We have made multiple contact attempts about his EZPay status (screenshots attached), and have documented his last call-in to request a refund, in which he was directed to the festival. If Mr [redacted] can provide an email showing that the festival has authorized us making a refund, we would be happy to do this. If you have any further questions, please do not hesitate to contact me directly at ***@gingerbreadshed.com. Best, matt m [redacted] , head of operations, gingerbread shed

Hello,This customer's order was processed and refunded in accordance with the stated terms and conditions of the EZPay payment plan as outlined multiple times throughout the purchasing processAlthough the customer reached out to request a deadline extension, there are no extensions provided, with
no exceptionsThis item is also clearly outlined in the terms and conditions of the purchase.Although the representative stated: "Please give us a call as soon as possible at the number below to update your card information since your next payment is due on November 2ndIf you miss this payment you have days to make a late payment and past ten days your order is subject to cancellation.", the customer seems to have mistaken this as to mean it would be "ok to call when I had a new card", as the customer stated in the complaint. Although it is unfortunate the customer misunderstood "If you miss this payment you have days to make a late payment and past ten days your order is subject to cancellation" to mean something other than what is clearly stated, the order was cancelled and refunded as per the terms and conditions of the payment plan.The customer will have the opportunity to purchase another ticket in the event further tickets to the event are released, and should follow the festival's social media for any potential announcement regarding a future on sale date and possible ticket availability

Hello,Although we provide ticket purchase technical support by phone and email, we are solely the software company that provides ticketing technology to the Firefly FestivalAs such, we have no involvement in any way regarding festival policy or endorsements (or lack thereof) of third party sales
We have no involvement in approving or fulfilling of this type of request, specifically, refunding a partial purchase price due to the customer's sale of an item at less than the original cost of the itemIn order to seek further resolution to this matter, the customer would need to submit a request to the festival itselfThis request should be submitted by going to ***, clicking on the "contact us" link at the bottom of the page, and submitting the form to the Firefly customer service team. We apologize for not being able to assist the customer in this case, however the case has been forwarded to the incorrect party for approval for this sort of matter

Attached are notes from our ticketing system showing activity on Ms *** account dating back to 7/21/when attempts to charge Ms *** card for the remaining funds due began failingCharge attempts failed again on 9/and 9/after which our Ticket Purchase Support department
reached out to Ms *** via phone and email on 9/24, 9/29, and 9/to rectifyAfter hearing back from Ms *** on 10/09, during which she requested her order be canceled and a refund be issued, we reached out to our client (i.ethe festival owners) to obtain authorizationWe received authorization after which we were successfull in processing refunds for of the chargesThe third charge took place longer than ago, which negates our system's direct ability to process refundsWe are working with the festival owners such that the third and final refund will be issued via their gateway/processor directly after which Ms*** will receive a confirmation email verifying the refund

#*** (***) - The issue was resolved to the customer's satisfaction as requested prior to receiving the complaintWe were able to assist this customer with their request to their satisfaction

Thank you for the follow upWe have been able to locate the order, and the spruce up pass has been refunded as requestedThis will appear in the customer's account within 5-business days

Hello, Our team is currently investigating this matterI will respond with more detail upon receiving more information. Thank you, matt m***head of operations

A refund check for the customer was processed and sent on 10/27/2016, a copy of the check is attachedThis check should resolve this issue

Hello, per correspondence between our Ticket Purchase Support team and Mr *** *** and his daughter, *** ***, tickets were upgradedAttached are the details of correspondence

You are absolutely incorrect Please see attached photo as proof of purchase of the Spruce Up Pass and remit my refund immediately

Hello,This account was refunded on 6/14/as per the customer's requestThe transaction may take up to days to appear on the customer's bank statement. Thank you