I purchased tickets for a major football derby in Turkey for myself and my two teenage sons — a once-in-a-lifetime experience — at a cost of over €1,300.
Shortly after purchase, we were contacted by the seller requesting passwords and other personal details, passports scans etc via WhatsApp. This was clearly a phishing attempt. I reported this immediately to StubHub.
Unfortunately, the response from StubHub was extremely poor. I dealt with multiple agents who appeared poorly trained and unable to take ownership of the issue. I was effectively told to “wait and see” what would happen, right up until an hour before the game, at which point communication ceased entirely. There was non attempt to get us alternative tickets nor did they immediately cancel the transaction, for example. Indeed - we travelled to the stadium in hope that Stubhub would have resolved this.
A significant portion of our holiday was then spent trying to resolve this issue instead of enjoying our time together, which was extremely frustrating given the circumstances.
Following this, and after lots of follow up StubHub confirmed that a refund had been issued. However, I have not received the funds. In further correspondence, they indicated that the payment may have been sent to the wrong account.
Despite this, I was told to wait up to 14 days for an “investigation.” That period has now passed, and I have heard nothing further. It is now over a month since this occurred, and I remain out of pocket by over €1,300.
This is not a customer-side issue — it appears to be an error in their payment process. I have requested confirmation of where the funds were sent and what steps are being taken to recover or reissue the payment, but have not received a response.
I have now had to escalate this via my bank and will pursue it through formal consumer protection and legal channels as required.
Overall, this was a very poor experience both before and after the game, and I cannot recommend StubHub based on how this has been handled. Bottom line - for some thing big - you can’t really depend on them.
I will update this review depending on how (and how quickly) this is resolved.
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