How to get my money back from Ticketmaster
December 6, 2020 6:44 AM Subscribe
The event has been postponed indefinitely and terms don't allow for refunds on postponed-but-not-rescheduled events. Can I get my money back?
I purchased a ticket in October 2019 for a March 2020 live event through Ticketmaster. Naturally, that didn't happen but their policy is apparently that if an event is 'postponed' you don't have the option for a refund unless it gets rescheduled, which it has not been. Can they postpone indefinitely and just sit on my money forever? I contacted their customer service but they just reiterate the policy. I also contacted my bank to see if they could get the charges reversed and they opened the case and then closed it, again stating the Ticketmaster terms and conditions.
Do I have any recourse at all? Is there a limit to how long they can postpone? Anything else you think I could do? I'd really like that cash back. Thanks!
I purchased a ticket in October 2019 for a March 2020 live event through Ticketmaster. Naturally, that didn't happen but their policy is apparently that if an event is 'postponed' you don't have the option for a refund unless it gets rescheduled, which it has not been. Can they postpone indefinitely and just sit on my money forever? I contacted their customer service but they just reiterate the policy. I also contacted my bank to see if they could get the charges reversed and they opened the case and then closed it, again stating the Ticketmaster terms and conditions.
Do I have any recourse at all? Is there a limit to how long they can postpone? Anything else you think I could do? I'd really like that cash back. Thanks!
Looks like this is a common problem, and not only with Ticketmaster.
You could start by contacting the event organizer and asking that they cancel or reschedule. I'm guessing people have already done that and it hasn't helped, though.
At the bottom of this article, there is an interesting paragraph: "Sofastaii has heard from other consumers who obtained refunds after filing a complaint with the Maryland Office of the Attorney General Consumer Protection Division."
I wonder if filing a complaint with the NY Attorney General would be your solution.
posted by Flock of Cynthiabirds at 7:29 AM on December 6, 2020
You could start by contacting the event organizer and asking that they cancel or reschedule. I'm guessing people have already done that and it hasn't helped, though.
At the bottom of this article, there is an interesting paragraph: "Sofastaii has heard from other consumers who obtained refunds after filing a complaint with the Maryland Office of the Attorney General Consumer Protection Division."
I wonder if filing a complaint with the NY Attorney General would be your solution.
posted by Flock of Cynthiabirds at 7:29 AM on December 6, 2020
Small claims court, against the venue?
posted by Hatashran at 7:30 AM on December 6, 2020 [1 favorite]
posted by Hatashran at 7:30 AM on December 6, 2020 [1 favorite]
It's recognized by credit card companies that there can be a (significant) delay between an actual credit card charge and services performed. Hence, chargebacks can be filed up to 540 days after the charge. You should do so.
Here are some references from Visa, MasterCard, and American Express. The limits are generally stated as "120 days since the transaction, or 90/120 days since the borrower recognized the services were not provided". You should emphasize repeatedly that you only just now recognized they were never going to provide the services, which allows you to stay within the 540 day clock instead of the 120 day clock.
posted by saeculorum at 7:41 AM on December 6, 2020 [5 favorites]
Here are some references from Visa, MasterCard, and American Express. The limits are generally stated as "120 days since the transaction, or 90/120 days since the borrower recognized the services were not provided". You should emphasize repeatedly that you only just now recognized they were never going to provide the services, which allows you to stay within the 540 day clock instead of the 120 day clock.
posted by saeculorum at 7:41 AM on December 6, 2020 [5 favorites]
Ticketmaster is not going to budge. The performer or venue might, and that's the route I'd recommend going.
If the performer is at all active on any social media, contact them and ask them to officially reschedule or cancel, as their fans are really excited to see them when things are safe, and you recognize not being able to tour and perform is a hardship for them, but you & other fans need the funds back now to support yourselves during these uncertain times.
If you're comfortable with the public attention (which comes with potential public backlash for you, but also for the performer, which might inspire them to action), you could do this publicly (like a tweet where you @ the performer). Otherwise, DM them.
If you have other friends who are fans of this performer, get them to do the same.
If this is more like an ensemble theater show or something else where there's no easily identifiable individual or organization you could appeal to, try the promoter or venue instead.
For smaller acts and venues this seems kinda harsh, but man, so is withholding your money for a show that isn't guaranteed to be rescheduled, and that you currently have no idea whether you'd be able to make it if it were. Be kind and empathetic in your message, acknowledge that it's tough, but also make it clear that this is hurting their fans.
posted by rhiannonstone at 1:26 PM on December 6, 2020 [1 favorite]
If the performer is at all active on any social media, contact them and ask them to officially reschedule or cancel, as their fans are really excited to see them when things are safe, and you recognize not being able to tour and perform is a hardship for them, but you & other fans need the funds back now to support yourselves during these uncertain times.
If you're comfortable with the public attention (which comes with potential public backlash for you, but also for the performer, which might inspire them to action), you could do this publicly (like a tweet where you @ the performer). Otherwise, DM them.
If you have other friends who are fans of this performer, get them to do the same.
If this is more like an ensemble theater show or something else where there's no easily identifiable individual or organization you could appeal to, try the promoter or venue instead.
For smaller acts and venues this seems kinda harsh, but man, so is withholding your money for a show that isn't guaranteed to be rescheduled, and that you currently have no idea whether you'd be able to make it if it were. Be kind and empathetic in your message, acknowledge that it's tough, but also make it clear that this is hurting their fans.
posted by rhiannonstone at 1:26 PM on December 6, 2020 [1 favorite]
Old Washington Post article on this.
Big-name shows and performers sell tickets through major brokers, such as Ticketmaster or AEG Presents. But those companies contract with concert promoters, stadiums and even artists, not the general public.
That means as tickets are sold, the brokers collect the money, take their cut (now you know where “service fees” go), and turn the rest over to event organizers on a weekly basis. Bottom line: Big-time ticket brokers often don’t have the cash to refund unless their clients hand back the dough.
Ticketmaster (owned by Live Nation) said in a statement posted to its website that it is automatically refunding the cost of tickets and fees for all canceled events. If an event is rescheduled and you can’t attend, some event organizers are offering refunds. You can look for a refund link under the event in your Ticketmaster account. If there isn’t a refund link, Ticketmaster suggests you check back, as the status may change. If your event is postponed and you are unable to attend, you may be able to resell your tickets through the Ticketmaster resale marketplace. Check your account for the “resale” link.
posted by jenfullmoon at 6:18 PM on December 6, 2020
Big-name shows and performers sell tickets through major brokers, such as Ticketmaster or AEG Presents. But those companies contract with concert promoters, stadiums and even artists, not the general public.
That means as tickets are sold, the brokers collect the money, take their cut (now you know where “service fees” go), and turn the rest over to event organizers on a weekly basis. Bottom line: Big-time ticket brokers often don’t have the cash to refund unless their clients hand back the dough.
Ticketmaster (owned by Live Nation) said in a statement posted to its website that it is automatically refunding the cost of tickets and fees for all canceled events. If an event is rescheduled and you can’t attend, some event organizers are offering refunds. You can look for a refund link under the event in your Ticketmaster account. If there isn’t a refund link, Ticketmaster suggests you check back, as the status may change. If your event is postponed and you are unable to attend, you may be able to resell your tickets through the Ticketmaster resale marketplace. Check your account for the “resale” link.
posted by jenfullmoon at 6:18 PM on December 6, 2020
Had same problem, coundln’t get through to a live human via ticketmaster phone number. In very small print on their website you will find an email address for their General Counsel. We sent an email on my husband’s law firm letterhead (don’t know if letterhead helped or not) and explained the situation, attached documentation. It took a while but they eventually wrote back and told us my husband had been previously automatically refunded for the tickets (my husband was missing the one bank statement that showed this refund, otherwise it would have saved us a bunch of time and trouble). So writing the general counsel may be helpful if you are patient in turnaround time.
posted by Lylo at 2:25 AM on December 8, 2020
posted by Lylo at 2:25 AM on December 8, 2020
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Unfortunately I think there's a real possibility that one or both of those may be unable or unwilling to return your actual money, either. If they don't turn you down flat, they'll likely offer you some kind of credit for a future event.
If they won't deal, you could try making a public stink of social media, if you've got the time and spoons to do that.
posted by soundguy99 at 7:18 AM on December 6, 2020