SkyAuction.com

Complaint: [redacted]
I am rejecting this response because:
June 24,2016 I emailed Skyauction as I just paid the extra fees. Patrice emailed me June 24, 2016 2:49 pm and said they would refund any fees.  June 27, 2016 Patrice emailed me and said to send them a copy of the receipt for the charges. So I emailed about 5 copies to sky auction. June 27, 2016 2:49pm Chris emailed me and said these are non-member fees and won't be refunding.  The sky auction said nothing about me being a member in order to avoid additional fees.  It wasn't on the resort website either. 
June 28, 2016 2:49pm Patrice emailed and said they will definitely refund the fees. June 28, 2016 8:54am Patrice sent another email saying Chris is working on the refund. 
I called Skyauction about 5-6 times while on vacation trying to get this resolved. No one helped me get it resolved.  I called Chris and left several messages.  He finally called me on June 30, 2016 and left a message for me to call him. I emailed him back that I tried to resolve this numerous times while on vacation.  Now I'm back at work and can't call because I work Mon-Fri 8am-4pm (9am-5pm their time in which they Are closed by time I get off work and They aren't working sat or sun---I cannot take off work to spend another 5 days trying to get them to help me.  I'm exhausted! They've gotten lots of money from me in over a decade---I don't understand--never had a problem like this b4. 
Regards,
[redacted]

Hi,      We cannot find this purchase anywhere in our records and we don't believe that this customer ever purchased this room from Skyauction.com.  Please have them provide us with a Skyauction.com fulfillment or trip ID number and or their customer...

ID.We can't help unless this was purchased on Skyauction.com. Thank you,Sal E[redacted]

To Whom This May Concern,
   Occasionally, our customers can be errantly charged fees that aren't applicable at any number of the thousands of hotels and resorts we deal with each and every year.  It is a rare occurrence and when it happens we will ensure that the customer is...

reimbursed for these fees.  Usually that reimbursement comes from the resort itself and can take few days to actualize.  This customer checked in 3 days ago and is still at the resort.  We are doing all we can to have her money returned prior to her checking out.
Regards,
Sal E[redacted]