Stub Hub
StubHub. Double charged my card and refused to refund even after admitting mistake

OK, I will preface this complaint by saying I am not one to take time out of my day to complain, and I only lost about $100 on this transaction, but the principle of this has left me so angry that I need to vent somewhere about how Stub Hub ripped me off. I have complained to them several times. They do not care.

Last year I went online to purchase 2 tickets to an NFL game. I tried to buy a set but the screen appeared that said they had already been sold. There was an additional popup where I could check to see if I was the buyer. I checked and I was not. The screen even read "transaction did not go through, your card was not charged, tickets were sold to another customer." So I kept looking and bought another pair and the transaction went through just fine. Then I checked my email.

Stub Hub charged me for both pairs. I immediately called their number and spoke to Jennifer (yes, Im calling you out specifically you liar). She said she could see on her screen that there was a mistake, and because the transaction just occurred my card hadnt actually been billed for either. My account had only been "pinged" to veruify funds. She said she could cancel the first transaction and put me on hold. A minute later she got on and told me I was billed for both sets but she would refer my problem to their tech support "StubWatch" and I would be contacted within 24 hours for a refund. I guess they managed to bill my card in the course of 1 minute.

I waited 24 hours and got no response from StubHub so I called again. This time I spoke to another woman that told me they were still reviewing my claim and that I would be contacted within 24 hours. Again, I waited 24 hours with no contact. On my third call, the representative that answered refused to let me speak to a supervisor, told me that all sales were final (even though I told him my dispute was that there was never a sale in the first place) and told me to wait 24 hours to be contacted. The next day I emailed StubHub explaining my situation. When you send the email, a screen appears telling you that you that there will be a response in 24 hours. I waited a week this time. No response from the final call or email. I sent another email. After my 5th contact, I finally received a one line response from Jennifer that said she was sorry for my experience but there was no error and they wouldnt help.

I then challenged the charge with CitiBank, who contacted StubHub, who refused to remove the charge. I let StubHub know that I hope their $90 was worth it to not only lose a customer that buys tickets online frequently, but that I would tell everyone I know and post enough complaints to cost them a lot more business than the measly amount they scammed me for. If 1 person reads this and avoids StubHub, Ill be happy. The more the merrier.

Company: Stub Hub
Country: USA
State: Florida
City: Miami
Site: www.stubhub.com

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