13th November 25Fielded a call from fella in England telling me my application for refund has been approved!Today I see my bank balance has improved as well.Thank you Refundable.me ... sort of!While I expressed my appreciation, I did not miss the opportunity and asked "Why was the process so difficult?"I pointed out, from personal experience, communication is nowhere to be seen. Forms and questions/acceptable answers are chaotic and unnecessarily convoluted.Mr Refundable.me promised to bring the matter 'to the attention of the board'.Thank you Refundable.me and Trustpilot!The next bit is what prompted and opened an avenue of communication (Trustpilot) - that I found by accident - deep in the text of another's complaint.10/11/25 I wrote ... COMPTETE LACK OF CUSTOMER 'SERVICE' - DELIBERATE OBSCURATION/INCOMPETENCE - ITS A SCAMJune 25 bought 3 tickets for AC/DC 12 Nov 25 Melbourne show.Paid extra for "Refundable Tickets".Refundable.me refund form lists "Illness/Injury (including Covid)" & "Pre-existing medical condition" among 16 acceptable reasons for requesting a refund.July 25 I'm diagnosed with cancer.August 25 I find out I'm booked for a major operation October 31st 25.October 25 I apply for refund.I am required to present evidence of; (1) Date the medical condition was first diagnosed; (2) Full details of the medical condition; (3) The date you were informed or made aware of the surgery; (4) A medical recommendation confirming that attending the booked event is not possible; & (5) Evidence that you were placed on the surgery waiting list.I was able to provide all the above requested information.BUT! That wasn't enough. I had to "Provide this information in a SINGLE MEDICAL NOTE will help us assess your application efficiently and ensure it aligns with our Terms and Conditions".Even that I was able to provide.BUT! That still wasn't enough!(September 25 I had listed the tickets on Marketplace Ticketek for re-sale.)Now Refundable.me is asking me to confirm if I have sold the tickets.I ask "Huh???" How am I supposed to do that?" and point out that Ticketek, Refundable.me and Marketplace Ticketek are all in the same company.I am now sent back to the very beginning of the exercise AGAIN trying to complete their 'forms'.132 849 Customer "Service" # is a joke. Customer is afforded a 20 second message that simply hangs up!1300 665 915 Customer "Service" # is also a joke. Customer is warned "this number is for accessible seating inquiries only" and encourages customer "to hang up if call is not related to accessible seating".I remained on the line for 20 minutes and finally got to speak to someone.Extracted their promise to call me back.No call back.Still no refund or even an inkling of a refund.Forms are misleading. Terminology chaotic. Severely hampered when attempting to fill out the forms.Ticketek receipt shows Confirmation #; Order #; Reference #; Customer ID# but the form asks for "Ticket Account #"!WTF is the "Ticket Account #"??"Event Name" is yet another difficulty. Ticket says "Event Name" is "AC/DC" ... try to enter "AC/DC" on the form. Customer gets "No Result" and the rest of the fields are greyed out!HOW IS THIS EVEN LEGAL?IF THESE CLOWNS ARE SOLICITING MY MONEY UNDER THEIR ADVERTISED TERMS AND CONDITIONS HOW CAN THEY LEGALLY CHANGE THE GOAL POSTS WHEN IT SUITS THEM?
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Our customer experience is of vital importance to us and a source of real pride; if you feel we haven't met up to our standards please contact our Customer Experience Manager at trustpilot@refundable.me
