Cannot get refund from Paylogic Ticket Agency

AndyInFife

We were booked to see Andre Rieu in Glasgow on 9 May. Clearly it's been cancelled. I've been trying to get a refund from the ticket agency Paylogic, but I'm just going round in circles because no matter what I send they just reply (email) with a standard blurb: show is being rescheduled and tickets will be valid.

Having now got very frustrated, my last post to them was:
"Since the concert has been cancelled, I asked for a refund. Note the word REFUND. Instead you are intimating that the concert has been postponed and instead of the refund that I requested, the ticket will be valid for when it is rescheduled.

Being in what's classed as the vulnerable group, I cannot see us going to any concert in the next two years or so. I asked for a refund. I require a refund. I expect such a refund to be made within the next few days. I hope that I do not have to waste my time taking this any further. Thank you."

They replied once again with their standard it's been rescheduled, etc.

On the Andre Rieu site it is saying
"If an event is canceled it is up to the discretion of the event organizer to refund orders placed for the event. If refunds are made, the event organizers can choose to refund the money themselves or assign the task to Paylogic.

Once the refund has been processed it may take up to three weeks until the money is visible in your account. If you paid by credit card it may sometimes take a little longer depending on the conditions of your credit card company.

If you have bought tickets through a pre-sale point, please visit the website of the event organizer or contact the organizers directly."

Surely, if they have cancelled the show, they have not fulfilled their side of the contract. I am entitled to my money back?

What can I do please?

PS: On a good note, you saved me 100s of pounds by following your guide on Marriage Tax Allowance. Thank you.

jcook2000

We are in exactly the same position. There is no way we would sit in a crowded indoor arena in September due to our age and the fact I had a heart bypass only 3 years ago. We applied to paylogic for a refund, following all the instructions. Did not hear anything for 6 weeks so emailed pay logic and they told me that the Andre Rieu organisation were dealing with refunds. We applied for our refund on 28th March. 
Below is an extract from the reply I got from paylogic. 
 

Paule (Paylogic Customer Service) May 15, 2020, 1:51:03 PM GMT+2 Good afternoon, Thank you for contacting us. The responses from the form go directly to the Andre Rieu organization and not to Paylogic, which is why unfortunately I can't confirm if your request was received. Besides, the process in being managed completely by the Andre Rieu organization. However, if you saw a message as soon as you submitted the form, it is most likely that it was a confirmation. Please note you will not receive a confirmation via email for your refund request. Because of the amount of incoming requests, this can take a few weeks to process. We thank you in advance for your patience and understanding. We, at Paylogic would like to let you know that the tickets are sold under the rules of the organization. Therefore, their decision is final regarding your request.