Agent incompetence

Purchased a roundtrip from Newark to Honolulu

While in Hawaii I called and asked if there were any business class seats available for my return. I was told there were not but I could be waitlisted (elite member)and the fare would require an additional $385 plus $100 for changing.

The next day I noticed they had charged my credit card for the $485. I called them and was advised that if I did not get upgrade the money would automatically be reversed. Of course, not only did I not get upgraded I also have not received a refund. They told me that the $485 was to change my ticket to a different fare class in order to be waitlisted for the upgrade

They refuse to refund my money. The agent on the phone in Hawaii lied to me. The girl I initially spoke to in the refund department told me they had processed the $485 incorrectly and she would forward to the refund supervisor. The supervisor denied the refund, told me I should read the refund policy and forwarded me to the management department that said all they could do is file a report.

So I am out the $485.