The complaint has been investigated and
resolved to the customer's satisfactionResolved Stubhub — charged fee
resolved to the customer's satisfaction
I am a season ticket holder for multiple professional sport teams. I recently sold 2 tickets for a game through Stubhub. I had correctly entered the section and row information of the 2 tickets that I sold. Due to discrepant information that Stubhub uses compared to the official seating chart provided by the sport team, I erroneously selected the wrong section value on the Stubhub sellers page.
After my tickets sold, I received a call from Stubhub that the buyer is claiming my tickets were not sold as advertised. I told them that the section & row information was listed correctly, but I realize after speaking to the representative that the section value was incorrect. I advised that this was an honest mistake and I had accurately listed the section & row information correctly when the buyer decided to buy the tickets. The representative said that they would investigate and get back to me. No one got back to me. Instead, I was charged 2x what I sold the tickets for as part of the "Fan Guarantee" policy. I was not told nor authorized this charge on my credit card.
I tried to work with Stubhub to rectify the issue, explaining how the seating chart on Stubhub was different than the one provided by the official venue home page. They did not agree with and said that Stubhub's seating chart is always the correct one. I also stated that I listed my section and row information correctly when they buyer decided to buy the tickets, but they did not agree with this either.
Since I was not able to resolve this with Stubhub, I contacted my CC company to see if they can rectify the issue. A few days later, Stubhub suspended my account, and cancelled all my active listings including one that was pending sale. I called Stubhub to inquire why my account was suspended, and they stated that it was because I disputed the "Fan Guarantee" charges with my credit card company. If I want to have my account reactivated, I would need to close my dispute with my credit card company.
My credit card representative pleaded and begged Stubhub to reverse the charges, but they stood firm on the charge. To date, I have paid the "Fan Guarantee" charges, but I want future buyers to be aware of Stubhub's risk when selling tickets.
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