Cheyenne Frontier Days

[redacted] # [redacted] On Tuesday, July 15th I was answering the main phone ticket lineI 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] to Fast PassesThe [redacted] tickets were purchased by her on her account listed aboveThe [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 $per ticket charge per concert for a total of $+ a $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 offlineI 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 accountsUltimately we should have charged Ms [redacted] $for the upgrade to her tickets ($under the [redacted] account + $under the [redacted] account + $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 $each (totaling $356) rather than crediting the original $each towards the requested $tickets for one concertUpon discovering this error, we tried to return $to her account ($full price fee, minus $upgrade fee) and instead it ran as a charge by errorAt this point, I knew I had made another error and immediately informed [redacted] , the Box Office ManagerWith his oversight, we both reviewed the account and immediately returned the incorrect charge of $232, plus an additional $to Ms [redacted] card, thus reducing the total charges to Ms [redacted] to $(again, $per ticket plus $will call fee)In separate transaction we completed a $upgrade charge of the [redacted] tickets Separately, we charged Ms [redacted] $120, correctly, for the upgrade to the [redacted] ticketsThus bringing the total of final, corrected charged to Ms [redacted] card to $244, which included returning $of incorrect chargesMs [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 accountI 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 emailShe 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 emailI 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 situationWhen I spoke with Ms [redacted] she was obviously upset and had the impression that we were giving her the run aroundI explained that I had sent the email twice and that I had not received notification that they were not deliveredThat is when I discovered that we had an incorrect email addressShe 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 emailI stayed on the line with her until I was able to get the email to go throughOnce 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 matterWhile 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 15thBy 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 resolvedIt 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]

[redacted] Please close the complaint I madeCFD has made the credit for the full amount and my credit card reflects thisThank you for your helpIf they would had responded to my emails and letter I would not had to file the complaint,