Summery: Called StubHub CSR to verify I can cancel my order without penalty; she stated yes. Was charged $67.33 and was not given a receipt; found out when looking at my credit card activity days later. Contacted StubHub but departments were telling me to contact other departments (ie ran around). Stopped receiving emails from StubHub when requested Supervisors contact.
I posted two tickets for sale to a football game as I can't attend due to currently being deployed overseas. I received interested in the tickets from my mother (via email) and the same session as checking the email, I received notice I had sold them via StubHub. They were for homecoming and being my mother went to the university, I wanted to give her the tickets if there were no repercussions for cancelling the sale.
I read the user agreement, read the terms and conditions in the email, and called the customer service rep to verify I can cancel the sale without penalty as it was within 48 hours (and weeks before the game). The customer service rep placed me on hold for 5 minutes to verify I was within the 48 hours limit, which she determined I was. She said cancelling would not be a problem and verified I wouldn't be charged as it was within 48 hours. She cancelled the order on her end and I cancelled the order on my end as she recommended. I received the cancel confirmation via email a minute later.
I checked my credit card activity a few days later and noticed a charge of $67.33 from StubHub. I called StubHub customer service to inquire about the charge and they could not determine what the charge was as their records showed the last charge on my account was from November not September. They forwarded my case to a "Trust and Safety Rep" - Becky.
Becky replied stated the charge was due to not having the tickets for the football game. "They were charged to find replacement tickets for the buyer since the tickets had sold on our website." I replied to Becky stating the information above in addition to, as stating in the cancellation email, receiving a receipt for a charge if incurred. I questioned why I wasn't given a receipt and only found this charge as I looked at my credit card activity.
I received an email from Becky asking me to contact the Customer Service Department via phone (I was trying to do everything via email due to a paper trail), which I did but they could not provide me with any information and told me to continue to talk to Becky. I emailed Becky once more asking why I was sent back to Customer Service even after they sent me to her initially and I requested a superiors email address who can handle the issue if she couldn't. I did not receive an email back from Becky and it was been about 5 days.
I expressed if told I would be charged due to cancellation, I would have elected to keep the sale through StubHub and found another game for my mother; not a problem. Unfortunately, I find myself on usacomplaints.com because I can't get answers.
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