Cinemark review: Customer service

I contacted Cinemark customer suppport at [protected]@service-now.com on Aug 22nd via the Cinemark website regarding an incomplete refund that was processed by them. A representative named Connor responded that the online fees could not be refunded per Cinemark policy. I explained that per Cinemark policy it stated that any refund request made within the same day as the tickets were purchased would be voided and the full original charge would be returned. This did not happen. I purchased and canceled the tickets on the 22nd yet only part of my purchase was refunded the next day. Over the course of four days and multiple emails the representative reiterated the same policy and refused to escalate my case to management as I requested. He acknowledged what I said about the refund policy was correct yet refused to help or escalate my case. He even had the audacity to tell me he hoped the information he provided helped me. I simply want my full paid amount refunded yet this representative was not willing to review or escalate my inquiry at all. I sincerely hope he does not accurately represent the companies policy on customer service because this interaction with Connor was not customer friendly.

Ticket purchase conf# [protected]

Ticket refund conf # [protected]