Complaint Review: cheaptickets.com - Nationwide

Hello, I am a nineteen year old almost-adult amidst trying to build credit and work a minimum wage job and pay bills. I applied, was approved, and opened a credit/savings account with Rivermark Credit union recently and just a few weeks later after organizing a sum of $800 dollars via borrowed credit and all that I had in my savings, attempted to buy airline tickets through a third party company called "cheaptickets.com" for my boyfriend and I as a birthday gift to him. After filling out all of my information, selecting the correct flights, and entering my credit card; upon approval from the site there was an "error". I hadn't received a flight confirmation email, so I just thought it never went through. Be that as it may, I am very organized with my finances so I decided to take a peak at my accounts via the Rivermark app. Upon looking further into my checking account I saw that my checking account had said the available balance was a small two hundred and some change amount. I looked further into the account and saw close to a six hundred dollar pending charge on my account. Of course I was very alarmed, I called the company first (cheaptickets.com), and they said that it was just a pending charge and that it would drop off within 3-5 business days, and that if I wanted that drop off sooner I'd need to call my credit union.

Of course, immediately after hanging up with the merchant, I called Rivermark. They told me in order to release the funds they would need me to call the merchant and then call them back on a three way call so that the merchant could explain that it was just a temporary hold and the funds would not be taken. I did this, had the conference call, and after one of the agents from the merchant explained to one of the representatives from my credit union that the transaction was canceled and they would not be collecting the money, my bank released the funds back to my account. That same night, April 15 2015, I booked the same flight directly through the airline and I received confirmation, and checked my accounts to see the charged was fully processed.

The next day after work, April 16th 2015, I checked my accounts once again to see that the remaining amount in my savings was gone, my checking and credit accounts were both negative, and my paycheck that had been direct deposited into my account that night before I even knew it was there , gone. I looked further into my checking account to see that the original plane tickets were charged to my account. In other words, I had been double charged. I was furious, I called my credit union and they verified that they could also see both charges on my account and that I needed to call the merchant again. So, this time thinking that it might have been the airline, who was the carrier of the tickets and simply used their merchant (cheaptickets.com) to sell trip deals, who had processed the payment.

After waiting on the phone for nearly an hour for a representative, I received information from the airline that, the merchant would have been the ones to process the payment and that they had not collected any money. Again, I called the merchant, and this time they told me that I would get a refund within 7-10 business days, and that the airline would be the one to issue the refund. So, the agent from cheaptickets contacted spirit airlines themselves and there was a conference conversation in which the airline said that there was no record of a reservation and they could not provide an approval code because they had no record of flight tickets.

Frustrated and exhausted, I asked to speak to a supervisor, after some struggle eventually I was connected. The supervisor asked for the number to my credit union, for proof that it was not a pending charge I was seeing. After attempting to contact my credit union, the supervisor informed me that it was after business hours, this I already knew. He told me to call back tomorrow during business hours to have yet another conference call between a supervisor, the credit union, and myself. The supervisor also said that he would put a note on my account, to make it easier for the next agent to understand my situation. He also assured me "we will be with you through this until its fixed."

The next morning, April 17th 2015, I contacted the merchant (cheaptickets.com), asked for a supervisor, and after explaining my situation, which felt the like millionth time; they told me there was no record of a reservation, transaction, or cancelation. Infuriated again, after yet another assuring promise was broken by the merchant, I demanded they contact my credit union to verify the charges on my account. During the conference call an agent from my credit union verified the charges and firmly told the merchant, they would need to issue a refund. To the merchants very much anticipated reply, "we cannot issue a refund, where there is no records to be found", she informed the merchant that Rivermark records their calls for quality assurance. The credit union could do nothing more for me as the merchant was refusing any record of the transaction or cancelation. The merchant asked for the dates and times of the calls made from myself to their company in order to "further investigate" and assured that they would be in touch after such investigation later that day. I haven't received any update on the investigation so far. The merchant as well as Rivermark community credit union, record all their calls for quality assurance. Surely the confirmation that the amount for the tickets failed attempt on cheaptickets would be and I quote "void", "cancelled", "not collected" directly from an agent at cheaptickets.com. to a representative at my credit union on a recorded call is record enough. I am told I cannot be refunded. My accounts are negative, my credit is ruined, and every cent to my name is gone. I have to borrow money to pay my bills, get to work, and simply feed myself. This company has singled handedly left me emotionally, financially and mentally torn. I couldn't even fathom I would be under the kind of stress I am now, just the day before this incident. I need help.