Hello friends! In my most recent attempt at getting tickets, I experienced a great deal of difficulty with Ticketmaster. This seems to be an ongoing issue in some way or another but that is beside the point.
Anyway, this past Saturday I attempted to buy tickets to the concert in Newark, NJ on May 31 over the phone. Through Ticketmaster's automated ticketing system, I secured great seats.. Section 8.. Or so I thought. After I had completed entering my credit card information, the automated voice came on to tell me there was a system error while processing my order and I was forwarded to a representative. 20 minutes later, the representative came on the line and offered me 2 tickets in a much farther away area. When I inquired what happened to my first tickets, he said due to system error they were released. Fearful of getting no tickets at all, I agreed to take the farther away seats. The representative hurried me through the rest of the process and gave a confirmation number and told me he was sending a confirmation email.
I never received a confirmation email, and frustrated by the poor customer service, sent an email to them explaining what happened.
Today I checked my credit card statement and found I was charged for 2 sets of tickets. I immediately called customer service and was put on the line with A downright rude and unsympathetic representative. First off, the confirmation number that the first representative gave me was bogus. We had to use my credit card number to retrieve my tickets. She proceeded to tell me that not only would I not be able to get a refund even though it was a Ticketmaster error, but that even if they did refund me they would give me the 2nd and much farther away set of tickets. She didn't offer me any resolution other than that she sent an email and someone might call me in 5-7 days to tell me whether or not they would refund my money, but probably not.
Flustered and frustrated, I called again to speak to a different representative who was much nicer and more helpful, but also said it is the band and the promoters responsible for whether or not I get a refund on the extra set of tickets. He also said someone might call me back in 5-7 days and tell me whether or not they will refund my money. At $85 a pop, that is a lot of money to toss aside until I can find someone that will fill the extra seats and trust that I actually have them. All likeliness if I get stuck with the extra tickets, I won't have the money for them until the day of the show. The customer service is horrendous and to be charging such high fees for just that, I expect more.
I'm at a loss and completely disappointed at the lack of sympathy and don't know who I can contact with regards to this situation. I feel robbed for being forced to pay for 2 pairs of tickets because of a Ticketmaster error and an incompetent customer service representative. Am I overreacting? Does anyone know of anywhere besides Ticketmaster customer service which keeps saying it's not in their hands, where I can reach out to to remedy this situation and be sure it won't happen to anyone fans in the future? Any advice would be helpful. I know I could sell the other set of seats to friends but the error not being fixed is my main concern. This absolutely should not happen because I know there are plenty of people who were shut out of this show and these extra seats could have been theirs. Any help or words of advice anyone can offer would be much appreciated!
Best,
Gina
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