When the live performance that Matthew Gerstman was planning to attend will get canceled, Ticketmaster promptly sends a refund — to a closed account. Now it’s almost a yr later and his $2,031 remains to be lacking. Can we assist?
I had three tickets to a Taylor Swift live performance in Inglewood, Calif., in the summertime of 2020. In February, Ticketmaster notified me that the present had been canceled due to COVID-19.
Ticketmaster had shut down telephone and electronic mail help. The one mechanism I needed to contact them was Twitter and so they had been inconsistent in responding. Ultimately, a consultant knowledgeable me that that they had processed a refund. They gave me a affirmation quantity. A couple of weeks later, after I didn’t see the refund on my bank card, I emailed Chase’s govt group and obtained two voicemails and a letter verifying that they rejected the refund as a result of Ticketmaster had despatched the refund to a closed account.
I’ve tried to contact Ticketmaster a number of occasions about my refund, however Ticketmaster nonetheless has $2,031 — and it’s been greater than a yr. Are you able to assist me? — Matthew Gerstman, New York
Ticketmaster ought to have refunded your tickets swiftly. It knew that you simply had closed your account and may have contacted you to make alternate preparations. As a substitute, it sat in your $2,031. That’s not one thing you’re prone to shake off. The cash belongs with you.
Ticketmaster’s refund coverage is evident. All gross sales are ultimate, and refunds are solely allowed in “restricted circumstances.”
For those who qualify for a refund — which you do — you’ll see a “Request a Refund” hyperlink in your on-line account.
“After submitting your request, your refund will likely be processed to the unique methodology of cost used at time of buy, as soon as funds are obtained from the occasion organizer,” in line with Ticketmaster’s website.
It seems the occasion organizer paid Ticketmaster, after which Ticketmaster tried to refund the unique methodology of cost — and failed.
I reviewed the correspondence between you and Ticketmaster. It appears to be like such as you used numerous strategies to speak with the corporate, together with telephone, textual content and social media. These might be efficient below some circumstances. However whenever you’re attempting to construct a paper path — written proof that you’re attempting to resolve an issue — these strategies turn out to be problematic. Ultimately, you needed to share a Dropbox folder with screenshots. That may make it a bit difficult for a customer support agent to observe the progress of a case or lack thereof.
Monitoring down that Ticketmaster refund
I feel a couple of rigorously written emails to Ticketmaster might need gotten your case transferring in the correct route. The Elliott Advocacy analysis group lists the names, numbers, and electronic mail addresses of the Ticketmaster customer support executives in our database.
It seems that there’s one clean area in your file: An official letter out of your former bank card firm that claims it obtained and rejected the cost despatched by Ticketmaster. With out the letter, Ticketmaster won’t reprocess your refund.
You discovered the doc, despatched it to me, and I forwarded it to Ticketmaster. In Could, greater than a yr after your live performance had been canceled, you obtained a decision.
“Our Fan Help has been in contact with Matthew to see if he would like to obtain a verify within the mail or guide credit score for a refund,” a Ticketmaster consultant informed me. “This has now be resolved.”