Cheyenne Frontier Days Inc

[redacted]
Please close the complaint I made. CFD has made the credit for the full amount and my...

credit card reflects this. Thank you for your help. If they would had responded to my emails and letter I would not had to file the complaint,

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Please close the complaint I made. CFD has made the credit for the full amount and my credit card...

reflects this. Thank you for your help. If they would had responded to my emails and letter I would not had to file the complaint,

[redacted]
On Tuesday, July 15th I was answering the main phone ticket line. I took the call from Ms. [redacted] and she requested to upgrade her four Party Zone tickets to [redacted] and the four Party Zone tickets to [redacted]...

[redacted] to Fast Passes. The [redacted] tickets were purchased by her on her account listed above. The [redacted] tickets were purchased by her daughter [redacted] account number [redacted]. All of the tickets were purchased with [redacted] credit card. 
Ms. [redacted] and I discussed that the upgrade would be $30.00 per ticket charge per concert for a total of $120.00 + a $4.00 Will Call fee.  The phones were very busy that day she gave me her credit card information and I told her I would take care of it for her offline. I gave her my direct line to contact me if she had any questions. 
The problem and confusion started when Ms. [redacted] began as[redacted] for upgrades to tickets within different accounts. Ultimately we should have charged Ms. [redacted] $244 for the upgrade to her tickets ($120 under the [redacted] account + $120 under the [redacted] account + $4 will call fee). While trying to upgrade two separate accounts, I inadvertently charged her for a new set of four tickets for one order at $89 each (totaling $356) rather than crediting the original $59 each towards the requested $89 tickets for one concert. Upon discovering this error, we tried to return $232 to her account ($356 full price fee, minus $124 upgrade fee) and instead it ran as a charge by error. At this point, I knew I had made another error and immediately informed [redacted], the Box Office Manager. With his oversight, we both reviewed the account and immediately returned the incorrect charge of $232, plus an additional $236 to Ms. [redacted] card, thus reducing the total charges to Ms. [redacted] to $124 (again, $30 per ticket plus $4 will call fee). In separate transaction we completed a $120 upgrade charge of the [redacted] tickets. 
Separately, we charged Ms. [redacted] $120, correctly, for the upgrade to the [redacted] tickets. Thus bringing the total of final, corrected charged to Ms. [redacted] card to $244, which included returning $592 of incorrect charges. Ms. [redacted] contacted me on my direct line the same day questioning the charges, I explained my error and apologized for the inconvenience and told her that we had already issued the credits back to her credit card. 
On Wednesday, July 16th Ms. [redacted] contacted me requesting copies of the credit receipts because her bank had no record of any credits on her account. I explained that it might take a few days, as all returned charges do, for them to show on her account but I offered to send the receipts via email. She provided me with an email address and I sent scanned copies of all charges and credits to her.   She called back and spoke with one of our general sales agents on the main ticket phone line and said that she had not received the email. I was not at my desk when she called, but she was offered to go to my voicemail and she refused to leave me a message.
 
At some point later that day she called back and another sales agent took the call and Ms. [redacted] requested to speak with the Box Office Manager, [redacted]. I was in his office at the time and requested to take the call myself since I knew of the situation. When I spoke with Ms. [redacted] she was obviously upset and had the impression that we were giving her the run around. I explained that I had sent the email twice and that I had not received notification that they were not delivered. That is when I discovered that we had an incorrect email address. She said she wanted something done right away, I spoke with [redacted] while she was on the line and we offered to contact her bank directly to confirm the refund, but she wanted only the email. I stayed on the line with her until I was able to get the email to go through. Once she confirmed receipt the email and confirmed the amounts on the receipts, she thanked me and we ended the call. 
Once we discovered the error, we immediately took action and provided the necessary refunds to correct the matter. While there was much confusion with this transaction and errors on our end, I acknowledged the error and corrected it immediately to what I felt was Ms. [redacted] satisfaction based on our final phone conversation. 
It is worth noting that the initial mistake on our end was made and corrected on July 15th. By the next day, July 16th, I had been in contact with Ms. [redacted] on several different occasions via phone and email and in our final conversation in the afternoon of July 16th I felt by her reaction that the matter had been resolved. It is concerning that the date on the complaint to the Better Business was dated July 18th. 
In closing, this was our fault but I feel I resolved it in more than a timely manner. 
Sincerely, 
[redacted] 
Assistant Box Office Manager Cheyenne Frontier Days 
[redacted]