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I am filing a formal complaint against Viagogo regarding order number 646737825. I purchased 2 tickets for The Weeknd concert in Warsaw, scheduled for August 5th, and paid a total of €658.
The seller provided completely fraudulent files: instead of valid tickets with designated seat numbers and scannable QR/barcodes, the documents contain solid black squares masking all vital data. I essentially received blacked-out, useless sheets of paper.
I immediately contacted Viagogo customer support to report this obvious scam. After two days of continuous correspondence and reviewing the files, Viagogo customer service officially acknowledged and confirmed that the tickets are invalid and that I would not be able to access the venue with them.
However, instead of issuing an immediate full refund for a breached contract, Viagogo altered the order status in the mobile application to "In Transit" with a delivery deadline set for August 5th (the day of the event). This is an unacceptable and contradictory practice. Stalling the cancellation process until the very day of the show forces me to risk incurring massive, non-refundable travel expenses (flights, accommodation) for an event I am legally blocked from entering.
Since Viagogo has already verified the invalidity of the product, holding my €658 hostage constitutes deceptive business behavior and a direct violation of consumer rights.
I demand the immediate cancellation of order 646737825 and a full refund of €658 to my original payment method. If this is not resolved promptly, I will proceed with a formal credit card chargeback through my bank and escalate the case to UK Trading Standards and the European Consumer Centre (ECC).
Recommendation: Do not trust this platform. Avoid Viagogo at all costs. If you decide to buy here, be aware that their "Buyer Guarantee" is a complete myth. They do not verify sellers or the files uploaded to their system.
UPD: The platform is now using unacceptable manipulation tactics. After my complaint, Viagogo allegedly sent "alternative tickets," but they unilaterally changed the delivery method. Initially, I bought tickets with a simple "download and print PDF" option. Now, they are forcing me to accept a Ticketmaster transfer, requiring the Ticketmaster app.
As a client from Ukraine, it is technically impossible for me to claim these tickets: the Ticketmaster application does not support or verify Ukrainian phone numbers and is officially restricted/unavailable in my region.
By changing the delivery method to one that is unavailable in my country, Viagogo has completely failed to provide me with a usable product. They are deliberately creating technical barriers to trap my €658 for order [protected]. I will not drop the chargeback dispute with my bank, and I am escalating this case to international consumer protection authorities. Complete fraud!
RESOLVED WITH GREAT EFFORT: After a long dispute and terrible communication, I finally received alternative tickets, but the process was a complete nightmare. Viagogo unilaterally changed the delivery method to a Ticketmaster transfer, ignoring the fact that Ticketmaster does not support or verify Ukrainian phone numbers.
To actually claim the tickets I paid for, I had to go through a series of absurd workarounds. I was forced to reach out to acquaintances abroad, buy a completely new foreign phone number, and pay extra money for the number and its delivery just to bypass regional restrictions and activate the account.
Viagogo successfully transferred the tickets, and they are now in my possession, so I have officially cancelled the chargeback dispute with my bank.
UPD: With Viagogo you are not protected — all the complications and problems are strictly your own problems. Viagogo is only interested in their commissions. The platform's complete disregard for their customers' regional limitations and the extra expenses I had to incur just to get what I paid for is unacceptable.
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