FareMachine LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
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*Dear Sir/Madam, This is in referenceto my complaint against FareMachine LLC dated May **, 2016. First of all I would like to bring to your attention that this issue started back in October Any time I contacted FareMachine and talked to their representatives/supervisors I neverreceived any communication despitetheirpromises, not a phone call or email or any correspondence for that matter I am rejecting FareMachine's response to The Better Business in regards to this claim as per the following: 1. I, myself requested and received information from AA Customer Relations and Japan Airlinesconfirmingthat FareMachine never transferred $to the airline or to anyone for that matter for the upgrade of our tickets to PremiumEconomy ClassAA states that they are not the operating carrier for our flight and that any upgrade would have been processed by the personnel at Japan AirlinesAs per JAL e-mail, they never received any money or request for an upgradeReservation information availableforticket *** indicates an Economy Class ticket with no upgradeMy originalboardingpasses for both the outgoing and inbound flights are ECONOMY CLASS (not upgraded seats)I have proof of boarding passes and all email correspondence. 2. We never receivedanapology from FareMachine, as stated intheir response to Revdex.com, nor werethey even trying to help us even though theyacknowledged an error was made And still today 5/**/there has been no refund made. 3. As per my conversation withAmericanAirlinerepresentatives, the only proof of payment for an upgradethey would accept, would be a receiptwith ticket numbersI requested copies of such documents numerous time from FareMachine starting from October 2016, butthey were never able to comply, as they probably did not have this proof. 4. Prior to my complaint totheRevdex.com, *** opened and closed their investigation three times because FareMachine claimed that they provided service even though they did not.I believe this is becauseneitherFareMachinenor Discoverwanted to be found liable for the funds. 5. During myconference call on Ma* **,with FareMachine representative, Discover card representative from(Delaware *** *** Division),and myself,FareMachine Merchant Account Department representative could not answer questions brought up bythe Discover representative aboutthe credit in the amount of $1,being returnedto my*** ***The call concludedwithFareMachinea greeing tocredit and submit all required documents tomy *** by Tuesday, May *** which is today but no credit has been madeI am told now thatwe have to wait till next week for the credit to be made and there is no guarantee that it actually will be madeSo for now, nothing has been resolved. 6. InFareMachine'sresponse to the Revdex.com, FareMachine agreedto give back full credit for a service that was promised but one which was not providedYet, the credit has not been made, only promised have been madeWe have no choice but to wait till next week with no certainty that a credit will actually be given. Thank you so much for your help and please let me know if you have any questions Sincerely, ***###-###-####***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
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Dear Revdex.com Thanks for notifying us about the customer complaint.Passenger booked the tickets with a particular airlines and called us as she wanted to upgrade the flight for herself and her husband which we did and send the confirmation as received from the airlinesLater we received a call from
her husband saying that he cannot fly and the customer did not get the upgraded seat We investigated and replied to the passenger with an apology as she did not get Premium Economy seats in the outboundHowever when she returned she called her bank and applied a chargeback on the whole amount of $After receiving the chargeback , we submitted the documents to the bank and we received the credit of $as the bank settled the dispute in our favourPost that we called the passenger to discuss the issue, however she was not ready to listen and we advised her to speak with her bankWe tried resolving the issue and offered the refund for half the amount in USD as her husband did not flyShe never agreed on the partial refund and for the second time she applied the chargeback for $We truly understand the passenger’s concern however due to multiple chargeback’s from the cardholder the amount has been blocked by the bank We have explained to the customer and offered the full refund once we receive the credit from her bankAdding to that we have also updated the bank to release the funds in customers favour to avoid any delayIt is unfortunate that customer was specifically told by us that we will work closely with the bank to get her refund which is a time consuming process at times and the customer posted a complaint on Revdex.comWe have no intention to block or hold the money if any of our customer do not get the service promised by our advisersWe will stay in touch with the passenger until she receive the full credit by her bankThe customer is free to contact us for any assistance for getting her refund from the bank since the money is withheld by the bank and not by usIn case the bank credits the refund to us, we will credit the same to the customerWe hope this settles this case.Yours SincerelyCustomer Support Team