Refund from Ticketmaster

ironlady2022

Hi All, not sure if this is the right part of forum to seek next steps.

I bought some tickets from Ticket Master in March 2021, even was delayed twice, and eventually cancelled in Jan - was going to take place April 2023. Here is the timeline: 

Timeline

23/03/2021       Email from Ticket Master (TM) advertising tickets for the new event Magic Mike.

24/03/2021       Ticket bought on TM website with Tesco CC. Event Date: Tuesday 17th May 2022

July 2021          Tesco Credit Card closed.

08/07/2021        Email from TM to inform event was rescheduled to 10 days later.

06/01/2022        Email from TM to inform event was rescheduled a second time. Event now April 2023.

 30/11/2022        Email from TM advertising that tickets are still on sale for the event on 29/04/2023.

18/01/2023        Email from TM, informing event is cancelled.

03/02/2023        Issued email to TM as getting nowhere with online chat. Response from TM: to inform of refund date of 23/01/2023.

08/02/2023        Rang up Tesco, account has been archived as has been closed down for more than a year. TM advised to wait 6 weeks for the bounceback, taking us to approximately: 6th March 2023. 

08/03/2023        Reply from TM informing they are looking into this matter.

10/03/2023        Update from TM informing this has been escalated, awaiting final decision.

15/03/2023        Replied to acknowledge email from TM.

20/03/2023        Chased up TM for update. 6 weeks and 3 days since the first query raised.

How can they expect a customer to keep their credit card after 22 months since the first transaction. A lot of time has passed and I'm being passed from pillar to post. Shall I go to Ombudsman? Can I complain via Section 75? It was for 4 tickets for me and 3 others.

 

             

eskbanker

Ticketmaster refunds after card closures are mentioned fairly regularly on here, as it often seems difficult to trace where the money has gone when TM claim to have sent it to the card company who claim not to have received it.

Not sure that you have any applicable ombudsman here, unless there is demonstrable fault with the card company and you go through their complaints process first (up to eight weeks) before escalating to FOS (which in turn isn't quick so isn't viable as a way of expediting anything)?

Section 75 may be an option if the tickets were each priced above £100?

ironlady2022

eskbanker said:

Ticketmaster refunds after card closures are mentioned fairly regularly on here, as it often seems difficult to trace where the money has gone when TM claim to have sent it to the card company who claim not to have received it.

Not sure that you have any applicable ombudsman here, unless there is demonstrable fault with the card company and you go through their complaints process first (up to eight weeks) before escalating to FOS (which in turn isn't quick so isn't viable as a way of expediting anything)?

Section 75 may be an option if the tickets were each priced above £100?

Thank you. Didn't know whether it was Tesco or Ticket Master. 

Each was over £100 inc the booking fee. 

born_again

As above this crops up a lot.
I would get the ARN (acquirer reference number) Along with date, time & amount from TicketMaster as this can be used as proof that it was paid to Tesco, but also Tesco can check this & prove it went back to TicketMaster.

Not sure booking fee would come into play here, as it is the same as P&P. It would have to be the actual face value of the ticket.

eskbanker

ironlady2022 said:

eskbanker said:

Ticketmaster refunds after card closures are mentioned fairly regularly on here, as it often seems difficult to trace where the money has gone when TM claim to have sent it to the card company who claim not to have received it.

Not sure that you have any applicable ombudsman here, unless there is demonstrable fault with the card company and you go through their complaints process first (up to eight weeks) before escalating to FOS (which in turn isn't quick so isn't viable as a way of expediting anything)?

Section 75 may be an option if the tickets were each priced above £100?

Thank you. Didn't know whether it was Tesco or Ticket Master. 

Each was over £100 inc the booking fee. 

It can be difficult to establish which party is at fault in these situations, but my point was really that it's only financial institutions that are covered by the Financial Ombudsman Service, whereas I don't believe that complaints about Ticketmaster fall within the remit of any ombudsman service.

Re the booking fee, is that a fee per ticket, i.e. inflating the item value, or a fee per transaction?

prayerbear1980

Hello, just wondering if you had any resolution to this with Ticketmaster as I'm in the exact same predicament currently?  TM issued my refund to Tesco bank 6 weeks ago, Tesco have confirmed my account is archived as it has been closed since 2019 so the funds would have immediately bounced back to TM.  TM claim not have received the funds, keep telling me to go back to Tesco.  It is £225 in total (tickets were £75 each) so worth chasing up but I'm just going round in circles here, any advice welcome!

ellarooisbest

Hi

I was wondering how you got on with this, as I am currently facing the same problem but I am with Santander and not tesco?

ironlady2022

ellarooisbest said:

Hi

I was wondering how you got on with this, as I am currently facing the same problem but I am with Santander and not tesco?

It took months but eventually got there with much persistence! I can't rem exactly but I need to get the code from transaction either from TM or the bank.