Dispute with StubHub

LustyT

Hi,


Hoping someone can help me with a dispute I'm having with StubHub, not really sure where to turn.


Summary:


We purchased some tickets legally and directly from the O2, couldn't make the event, and so decided to sell them (legally) through StubHub, who are the official resale partner for the O2. Long story short; I sold the tickets below face value, and then StubHub cancelled the tickets, didn't give me my money, and have now charged me £103. Feels like I've been mugged to be honest.


Full Details:


Last week my girlfriend purchased tickets to attend an event at the O2 arena on Friday 6th May. We were unable to make the event in the end, so I listed the tickets for sale on StubHub. This is in accordance with the terms and conditions for the tickets, they state clearly that it is only allowed to sell them through that particular website.


Because these are eTickets, you have to upload the barcodes to StubHub, and then when they sell them the barcodes are cancelled. This means that when the tickets are sold, the barcodes are cancelled and the tickets become unusable.


On the Friday morning, StubHub emailed me to say that the tickets were sold, and I was due a payment of £52.80. This payment never arrived. The email stated that I did not have to do anything else, and that delivery was taken care of through the new barcodes.


Later on the Friday, StubHub emailed me to say the sale had been cancelled, and that I was now due to pay them £103 because they had to source new tickets because the ones I delivered were not valid. There was nothing wrong with the tickets/barcodes I delivered to them.


After I received the email, I immediately replied to make it clear in writing that there was a mistake and they were not authorised to take any money from my account. I followed this up with a phone call, and the person I spoke to said they had been advised by the O2 that the tickets weren’t valid, but that the information they received ‘didn’t make sense’, so he would forward it to their sourcing team and get someone to call me back.


On Saturday, someone phoned me to say that the O2 told them that the tickets were invalid, but if I could send him the tickets and the receipt to prove that they were genuine, StubHub would cancel the £103 charge and pay me the £52.80. I sent these to the email address he provided, along with the relevant sections of the T&Cs which showed there were no resale restrictions. I included a reference number he told me to use which would make sure the emails would be forwarded to the right people.


However, on Monday morning I got a response from the first line, ignoring everything I had been told and telling me that I had to contact the O2 for a refund. I replied to the email again stating that I did not authorise them to take any payment, and I again followed this up with a phone call. I explained to the customer service rep that someone was already dealing with the issue, and asked her to please forward my emails to the right people. She eventually agreed and said they would call me back within 48-72 hours.


This morning I checked my bank statement online and StubHub have taken the £103 payment, despite me repeatedly telling them this payment was not authorised. The dispute is not yet resolved with StubHub, and they had no right to take that money. As things stand, they owe me £155.80.


Current Status:


I've sent all of the above to the Retail Disputes team at my bank, along with the receipts and the pdf files of the tickets. They have said that they will get back to me within 14 days, but the woman I spoke to couldn't get me off the phone quickly enough, so I can see they're going to fob me off.


I'm waiting on a call back from StubHub, but again they haven't been very helpful so I'm not expecting much.


Anyone have any ideas where I can turn for help?