Viagogo won't give me my tickets

kmb500

I bought two tickets (separate transactions) on Viagogo back in July. £64 per ticket.

Some weeks later someone hacked my account it seems, as I got an automatic email saying account details changed. I contacted Viagogo at the time and asked what has happened and they just sent me emails saying they cannot talk to me as I am not the account holder.

Gig is on Thursday. Last week I contacted them again to ask when they would send tickets. And just got brick wall responses of they cannot find any tickets for me. I have been emailing and calling them every single day for last 8 days, trying to explain someone has changed my account details and they need to help me so that I can access the tickets. Every time, "This is not the correct name / email / phone number for the account"
I did get one agent who actually seemed to understand and told me they will pass it to a supervisor. But I've had no useful response.
They are referring to me as a different name, telling me there's no order, etc.
The call centre is useless and so are the email responses.

I have actually received a refund on my bank statement for £64 from viagogo. I have no idea why as I didn't want a refund, just wanted the ticket.
In the meantime, I've bought tickets from the official seller for only £70 for two tickets... so at least I'm now going.

Any advice?

[Deleted User]

As you've had a refund what else do you want? I'd cancel the card attached to the account.

waamo

Getting a refund from Viagogo is a good result. Many have tried but few succeed.

born_again

OP has only got 50% back, as they bought 2 tickets.

If you did not get the tickets. Then once event has passed contact card provider to do a chargeback for non receipt of ticket.

Aylesbury_Duck

Any advice? Stop giving your money to touts. Seriously, they're an awful company to do business with. Buy tickets from the official ticket seller for the event and if you can't, miss the event. Otherwise, it's a lottery.

kmb500

_shel wrote: »

As you've had a refund what else do you want? I'd cancel the card attached to the account.

I had a refund for £64, I paid £128 for the tickets. I need the other £64 back.

Aylesbury_Duck wrote: »

Any advice? Stop giving your money to touts. Seriously, they're an awful company to do business with. Buy tickets from the official ticket seller for the event and if you can't, miss the event. Otherwise, it's a lottery.

I am a novice with buying tickets I haven't really gone to many individual gigs, only festivals. Viagogo was the only site I found that had tickets available.
I wasn't aware of all the horror stories about them and didn't realise they were second hand "re-sold" tickets. I'll be more careful in future, but I just didn't know.
Fortunately the event's no longer sold out like it was when I bought the tickets, so I got two real legitimate tickets.

kmb500

born_again wrote: »

OP has only got 50% back, as they bought 2 tickets.

If you did not get the tickets. Then once event has passed contact card provider to do a chargeback for non receipt of ticket.

Thank you.

kmb500

Oh, also. I emailed them earlier the following email, I think it is good practice to keep a record of these things:




Dear Sir/Madam,


I am writing to you for what I hope is the last time.


I have placed two orders:
XXXXXXXXXXXXX - placed on 19 July 2019 - £63.99
XXXXXXXXXXXXX - place on 22 July 2019 - £63.99


The event is in two days, on Thursday 26 September 2019.


I have now attempted to contact you 15 times via email, and 2 times via phone call. You have failed on every attempt to help me in the slightest.


If I have not received my tickets by tomorrow Wednesday 25 September, then you will have forced me to take this further. If you fail to give me my tickets by Wednesday, I do expect a full refund to be issued to the card on which I paid.


I have no interest in arguing with you further. Give me the tickets that I have paid you for or return my money. Your terms and conditions state you will provide a refund within 10 working days of the event, if you do not provide the purchased tickets. If you fail to do this, I will consider it theft, and I will apply to the Small Claims Court 10 working days after Thursday 26 September 2019.


Sincerely
MY NAME

kmb500

After the concert (I bought tickets from official site at half the price of viagogo) I emailed viagogo again to confirm I will be suing them, and despite no response from them whatsoever, I found a refund was given back to my bank. So all good now

shaun_from_Africa

kmb500 wrote: »

I emailed viagogo again to confirm I will be suing them, and despite no response from them whatsoever, I found a refund was given back to my bank. So all good now

As Viagogo are a Swiss company and the contract was formed under Swiss law, suing them would have been far from easy.

DoaM

But a chargeback should work anyway (albeit no longer needed).

At least the OP got a result.