Ticketmaster woes - help needed

[Be More Pacific]

Back at the beginning of September, I used their option to resell some tickets I'd purchased more than a year previously. The tickets sold within ten minutes. And I still haven't received my money from this bunch of bleeping robbing guys.

They are using every excuse and stalling tactic in the book. The tickets were purchased on a debit card linked to a bank account that is now closed. There is still a facility in place that basically "bounces" any payment/direct debit made to or from the old account to the new account. As per the instructions on Ticketmaster's website, I amended my details online to reflect my new bank account before they made the payment.

They allegedly paid me my money on 4th October onto the old debit card. They said they cannot do anything other than this - only back onto the card the tickets were purchased on, despite that card not being in existence anymore. I have checked with the old bank - they confirmed that due to the bounce facility in place, they would never even see the payment or have any record of it. My new bank haven't received anything either.

After weeks of back and forth, Ticketmaster now want a letter from each bank confirming they have no record of the payment. They strongly suggested I wait for the ARN (acquirer requisition number) before doing so. Apparently, this couldn't be requested until six weeks after the payment was processed. I waited because I didn't want to go to the hassle of getting these letters then have them turn around and say they need to quote this magical ARN. I requested this at the weekend and I'm still waiting for a response. You can't talk to anyone either - it's all being done by e-mail.

I am completely at the end of my tether with it all to be honest but I am absolutely determined that these thieving mother people will not win and I will get my money. I just don't know where to turn for help.

Any suggestions welcome

 

[Runningblonde]

Did you change account number and sort code or just change cards?

 

[Be More Pacific]

The bank account closed, when we switched to a new lender, therefore we no longer had any use for the debit card linked to it. Pretty sure we destroyed it for security reasons. New bank account with a new lender has a totally different account number, sort code and debit card numbers.

Since my last post, we are a little bit further forward. Our old bank (disputes team) have confirmed today that anything that was refunded to the old card number would have just bounced straight bank to the issuer (Ticketmaster) as the bank account is closed and has been for over a year. The switching facility "bounce forward" was only in place for direct debits and standing orders, not refunds back onto the debit card. They're not being that helpful to be honest as basically, as soon as the account closed, they seemingly obliterated everything. They even asked us for the old card number if we still had it!

Our new bank have also confirmed again that no refund has been made to them. They have checked their error suspense account - nothing. They told me that our old bank need to raise a dispute with Ticketmaster for lost/stolen funds but they have refused to do that - they just keep parroting "the account is closed".

The ARN, which Ticketmaster eventually provided, proved absolutely useless with both.

So, I've gone back to Ticketmaster with this information today and basically said you have my money and I'm going to report you for theft/fraud if you don't make alternative arrangements to give me my money. I've also found an organisation online called STAR, who I'm hoping will be able to help. I'm going to call them once I, no doubt, get another stalling e-mail back from Ticketmaster wanting letters from the old bank, new bank, any bank that I may choose to bank with in the future, my inside leg measurement and the moon on a stick. Our old bank told me to report it to Action Fraud, which I'll do if I don't get any joy with STAR.

 

[Runningblonde]

Sounds like you've got it under control and you could also report to ombudsman? If that exists for ticketmaster. What a nightmare

 

[Be More Pacific]

Update.

Finally got a response back from Ticketmaster today, after a further two "we're looking into your query" stalling e-mails.

"Thanks for your patience whilst your query has been escalated. My name is ***** and I will be assisting with your query.

I am sorry about the issues regarding your refund.

I have escalated this further and they have advised the refund has bounced back to us. Our finance team has advised if you could provide us with your IBAN with your approval to be refunded to the new account and I can pass this onto our finance team for this to be processed."

I've given them our IBAN so let's see what happens. I also asked for compensation, given that they have had my money all along and have caused me three months of aggravation, but they came back to me for something else and the request for that has just been absolutely ignored. bleeping clowns

Honestly, I'd rather buy from a tout on the street than Ticketmaster.

 

[Be More Pacific]

Three months and one day since I resold the tickets.

Never give up people!