what is change?

• CALLER: You charge phone fees?
• BOX: Yes.
• CALLER: I don't want to pay the phone fees.
• BOX: You can avoid the phone fees by purchasing at the window.
• CALLER: Ok, forget it. I'll just buy the tickets now and pay the fees.
• BOX: Ok. Once these are purchased all sales are final and it can't be changed.
• CALLER: I understand.
• [20 minutes later... at the window]
• BOX: Hi how can I help you?
• CUSTOMER: Yes, I just purchased tickets on the phone and I want you to remove the phone fees now.
• BOX: I'm sorry?
• CUSTOMER: I just called you. You said if I come to the window I don't have to pay the fees.
• BOX: Yes.