Stubhub sold my tickets AFTER I deleted my listing

Sophprice

I have had some concert tickets up on both Twickets and Stubhub for £30. On Tuesday afternoon, these sold on Twickets so I instantly logged onto Stubhub and deleted the listing for them.

Yesterday (Wednesday), I receive an email from Stubhub saying my tickets have been sold. I phoned Stubhub straightaway to sort this out and question why my tickets were sold when the listing had been deleted. They checked my account and said I didn’t delete the listing and I’m liable to pay a £25 admin fee and the difference in cost for new tickets for the buyer.

My case has been forwarded to the ‘technical team’ as I asked for them to check all my recent logins as I can tell them exactly when I logged in on the Tuesday and completed this action. I am adamant I deleted this listing and unsure how Stubhub can legally sell these tickets AND charge me these fees on top. Unfortunately Stubhub don’t send out cancellation emails and, after a Google search, this is something that has happened before.

I have removed all my debit card information from the website and from PayPal so they have no way to charge me. I just want to know - where do I stand on this? What information can I request from them to prove this listing was deleted? And most importantly, can they get away with charging me or will they take this further if my payment information has been removed?

Thanks in advance for any help.

pinkshoes

Sophprice wrote: »

I have had some concert tickets up on both Twickets and Stubhub for £30. On Tuesday afternoon, these sold on Twickets so I instantly logged onto Stubhub and deleted the listing for them.

Yesterday (Wednesday), I receive an email from Stubhub saying my tickets have been sold. I phoned Stubhub straightaway to sort this out and question why my tickets were sold when the listing had been deleted. They checked my account and said I didn’t delete the listing and I’m liable to pay a £25 admin fee and the difference in cost for new tickets for the buyer.

My case has been forwarded to the ‘technical team’ as I asked for them to check all my recent logins as I can tell them exactly when I logged in on the Tuesday and completed this action. I am adamant I deleted this listing and unsure how Stubhub can legally sell these tickets AND charge me these fees on top. Unfortunately Stubhub don’t send out cancellation emails and, after a Google search, this is something that has happened before.

I have removed all my debit card information from the website and from PayPal so they have no way to charge me. I just want to know - where do I stand on this? What information can I request from them to prove this listing was deleted? And most importantly, can they get away with charging me or will they take this further if my payment information has been removed?

Thanks in advance for any help.

I can't find any T&Cs on their website, but it does say:

Under My tickets > Listings in your StubHub account, click the "Deactivated" tab to see your deactivated listings.

Select the listing you want deleted. Click the black downward arrow, then “Delete.” Clicking “Yes, delete it” will save your changes.

I would just respond saying that as per their online instructions, you deactivated and deleted the tickets on Tuesday at <TIME> so there were no tickets for sale beyond this point.

JReacher1

It seems a poor decision to sell the same set of tickets on two different ticket resale platforms.

There is always a risk that the tickets could have sold on both platforms before you had the chance to remove the listing.

DoaM

Sophprice wrote: »

Unfortunately Stubhub don’t send out cancellation emails

Do they say this in their T&Cs? If not, how do you know this? Have you cancelled tickets before?

Given you were selling via 2 different platforms (and I agree with JR) I'd have wanted confirmation.

Paul_DNAP

JReacher1 wrote: »

It seems a poor decision to sell the same set of tickets on two different ticket resale platforms.

There is always a risk that the tickets could have sold on both platforms before you had the chance to remove the listing.

Lucky it didn't happen the otherway round, trying to sell tickets you've listed with Twickets by any other means is against the T&Cs.


Stubhub seem to allow it, and the procedure for cancelling the listing if you sell by other means is in shown there.

Sophprice

I can appreciate this and it’s something I won’t be doing again.

However, there was over a 24 hour time span between the tickets selling and the point here is that the ticket listing was deleted - so why were my tickets sold?

JReacher1

Sophprice wrote: »

I can appreciate this and it’s something I won’t be doing again.

However, there was over a 24 hour time span between the tickets selling and the point here is that the ticket listing was deleted - so why were my tickets sold?

Can you prove you deleted them?

If you had deleted them then they wouldn't have been able to be bought. I realise its not very helpful but the chances are that you didn't delete your listing properly.

Les79

I wonder if they generate automated emails to confirm deletion of the ticket?

I ask as it sounds like you WERE receiving their emails, but no such deletion email exists....

In terms of proof, they'll probably have your website activity logs for that day. You MAY actually be able to make a Subject Access Request for this information.

Aside from that, they'll likely either/both:

1. Just block you from the site

2. Chase you via the courts for the costs they allege that you owe them (at which point the evidence at hand, or lack of, will be weighed up).

JReacher1

My worry would be the OP may think they have removed their debit card details from Stubhub but it is possible that Stubhub can still charge the card.

It depends whether the OP deleting the card from their account does a full delete from Stubhub's systems.