The details here are numerous. To summarize I ordered movie tickets, Fandango took my money, I never got my confirmation email, I could not access my VIP account, Fandango did not send me the email to reset my password, it took me over 2.5 hours to talk to a customer service representative via chat, I tried to call but got a busy signal, while in a chat with Leyna, a Fandango customer service representative, she disconnected our chat while I was typing a response to her, I then successfully spoke to a customer service supervisor who was unable to do anything more than repeat what Leyna had told me.
In the end I am not getting a refund and I wasted 3 hours, (mostly on hold). I followed their rules and did everything I could to use their system and at no point did they acknowledge that their system failed me. They are holding to policy which doesn't allow for their system failing.
Do not use Fandango unless they are your only option.