Dave P.

On 12/30/2016 I purchased two tickets on Fandango website as a guest to the movie La La Land via your website. As I was checking out, the system timed out so I did not finish the purchase. I went back and processed a separate transaction and received the tickets. A day later, I noticed there were two identical charges on my debit card. I went to the Fandango website and started a chat session to ask for a credit for the duplicate charge. I was told I cannot get a credit unless I join the Fandango VIP club even though they validated the incorrect charge. This makes absolutely no sense to me and defies the eCommerce Logic. If you can sell something to me as a guest, you should also be able to credit back a duplicate charge as a guest. I am very disappointed with Fandango and their Customer Service. I already have a VIP account, but it is on a different email address than I used for this purchase. I did not want to setup a second VIP account, I also called Fandango the very next day and got the identical response that your policy is that you can only do a refund if someone is a member of your VIP club, even if they purchased tickets as a guest. For one, I am not looking to get a refund/exchange of a product, I am asking for reversal of a charge that is incorrect, very different. The fact that your customer service people and their supervisor cannot do this is pathetic.

This entire scenario should not be the case, if you can charge my credit card without a VIP account when I purchase tickets, you can credit back an incorrect charge. You cannot hold me hostage by telling me the only way to get a refund is to setup a VIP account. I wasted 60 minutes debating this $ 23.20 charge and I still have not resolved it. I will end up calling my bank and dispute the charge, another waste of time for me but probably the only way to get proper credit. I will also cancel my other VIP account and not waste my time doing business with any of the Fandango owned entities. I will encourage others via Social Media, etc. to do the same. Fandango seriously needs to look at their policies and not hold people hostage for a reversal of a bad charge by asking people to join their club which will result in additional emails and unwanted advertisements.