Concert tickets

slacky1230

Hi

Im looking for advice on a current situation im dealing with 

I purchased concert tickets for a Christmas present in December through viagogo and paid through PayPal. Paid and didn't think much of it until 2 weeks later I went to check and print the confirmation email and realised I didn't have one.

Got in touch with the company through their live chat and finally got to the bottom of the problem. When I signed up I mistyped my email and put .con rather than .com

Sorted and logged into my account no problem. Fast forward to March (week before the concert) I noticed on the section of their app when the tickets will be ready it still stated the wrong email address. I contacted their support through email straight away and was told it had been updated on their system to the correct email. I asked 3 times as I was still unsure to be told every thing was OK I had no need to worry.

Fast forward a week later (day of the concert) I woke to an email stating the tickets had been transfered to axs account to the wrong email. I contacted viagogo numerous times on the day to try get the tickets retransfered to the correct email but the seller informed viagogo this can't be done because the tickets had been accepted.

I sent screenshots of my axs account to viagogo clearly showing i had no tickets on my account. They informed me they would send the screenshots to the relevant department and i would recieve an email to either choose new seats or get a refuns.i didnt have time to wait for their email so i ended up buying more tickets.

2 days later I got an email from viagogo saying that basically being I put the wrong email in at the time of purchase there was nothing they could do. Emails back and forth over the next few days got me no where as they kept making excuses of why they couldn't refund me.

So I opened up a PayPal claim uploaded all the experience via a pdf of screenshot of all the messages between me and viagogo, a screenshot of my viagogo account clearly showing the wrong email that I questioned numerous times, screenshot of the email back in December showing my email had been changed and screenshots of my axs account showing I had no tickets on there.

Viagogo uploaded tracking information that I cannot see and PayPal have decided with them. I appealed the decision and received another email saying it's been refused because their records show the tickets was delivered to me

I accept i put the wrong email address in when purchasing the tickets but I rectified the issue 4 months before the concert and raised concerns about the wrong email still showing numerous times to be told it had been updated.

The way I see it is viagogo have updated the email on their system but haven't updated on the sellers side of where to transfer the tickets to when available.

Whats my options here? Im now £600 down 

elsien

There isn’t valid email address with .con at the end, so the email couldn’t have been delivered.
However, this is PayPal you’re dealing with and they’re not noted for their sense in such circumstances. I don’t know if they have a further escalation procedure as such. 

Aylesbury_Duck

slacky1230 said:

Hi

Im looking for advice on a current situation im dealing with 

I purchased concert tickets for a Christmas present in December through viagogo and paid through PayPal. Paid and didn't think much of it until 2 weeks later I went to check and print the confirmation email and realised I didn't have one.

Got in touch with the company through their live chat and finally got to the bottom of the problem. When I signed up I mistyped my email and put .con rather than .com

Sorted and logged into my account no problem. Fast forward to March (week before the concert) I noticed on the section of their app when the tickets will be ready it still stated the wrong email address. I contacted their support through email straight away and was told it had been updated on their system to the correct email. I asked 3 times as I was still unsure to be told every thing was OK I had no need to worry.

Fast forward a week later (day of the concert) I woke to an email stating the tickets had been transfered to axs account to the wrong email. I contacted viagogo numerous times on the day to try get the tickets retransfered to the correct email but the seller informed viagogo this can't be done because the tickets had been accepted.

I sent screenshots of my axs account to viagogo clearly showing i had no tickets on my account. They informed me they would send the screenshots to the relevant department and i would recieve an email to either choose new seats or get a refuns.i didnt have time to wait for their email so i ended up buying more tickets.

2 days later I got an email from viagogo saying that basically being I put the wrong email in at the time of purchase there was nothing they could do. Emails back and forth over the next few days got me no where as they kept making excuses of why they couldn't refund me.

So I opened up a PayPal claim uploaded all the experience via a pdf of screenshot of all the messages between me and viagogo, a screenshot of my viagogo account clearly showing the wrong email that I questioned numerous times, screenshot of the email back in December showing my email had been changed and screenshots of my axs account showing I had no tickets on there.

Viagogo uploaded tracking information that I cannot see and PayPal have decided with them. I appealed the decision and received another email saying it's been refused because their records show the tickets was delivered to me

I accept i put the wrong email address in when purchasing the tickets but I rectified the issue 4 months before the concert and raised concerns about the wrong email still showing numerous times to be told it had been updated.

The way I see it is viagogo have updated the email on their system but haven't updated on the sellers side of where to transfer the tickets to when available.

Whats my options here? Im now £600 down 

I don't think you have any viable options.  Viagogo is a re-seller, isn't it, a touting organisation that links you as a buyer to an individual selling their tickets? Were the original tickets even transferable?

The option left is court action, but I think they're based in Switzerland.  And I suspect it's not straightforward in any case because Viagogo isn't the ultimate seller of the tickets.  Someone sold those tickets to you in good faith and as a result of your unfortunate typo, they won't want to be £600 down any more than you are.

flaneurs_lobster

Maybe to help others, which company is it that allows you to set up an account without confirming your email address in the usual way?

MattMattMattUK

flaneurs_lobster said:

Maybe to help others, which company is it that allows you to set up an account without confirming your email address in the usual way?

The OP said Viagogo, but they do require account verification. It has been a while since I have used them so I am wondering if one can add a separate email address for tickets to be sent to and that is just an enter your email twice field rather than requiring verification.

slacky1230

elsien said:

There isn’t valid email address with .con at the end, so the email couldn’t have been delivered.
However, this is PayPal you’re dealing with and they’re not noted for their sense in such circumstances. I don’t know if they have a further escalation procedure as such. 

I've appealed their decision but they rejected it on the basis that viagogo have uploaded tracking information to show the tickets eas sent but the customer service representative can't actually see the proof or forward it onto me Aylesbury_Duck said:

slacky1230 said:

Hi

Im looking for advice on a current situation im dealing with 

I purchased concert tickets for a Christmas present in December through viagogo and paid through PayPal. Paid and didn't think much of it until 2 weeks later I went to check and print the confirmation email and realised I didn't have one.

Got in touch with the company through their live chat and finally got to the bottom of the problem. When I signed up I mistyped my email and put .con rather than .com

Sorted and logged into my account no problem. Fast forward to March (week before the concert) I noticed on the section of their app when the tickets will be ready it still stated the wrong email address. I contacted their support through email straight away and was told it had been updated on their system to the correct email. I asked 3 times as I was still unsure to be told every thing was OK I had no need to worry.

Fast forward a week later (day of the concert) I woke to an email stating the tickets had been transfered to axs account to the wrong email. I contacted viagogo numerous times on the day to try get the tickets retransfered to the correct email but the seller informed viagogo this can't be done because the tickets had been accepted.

I sent screenshots of my axs account to viagogo clearly showing i had no tickets on my account. They informed me they would send the screenshots to the relevant department and i would recieve an email to either choose new seats or get a refuns.i didnt have time to wait for their email so i ended up buying more tickets.

2 days later I got an email from viagogo saying that basically being I put the wrong email in at the time of purchase there was nothing they could do. Emails back and forth over the next few days got me no where as they kept making excuses of why they couldn't refund me.

So I opened up a PayPal claim uploaded all the experience via a pdf of screenshot of all the messages between me and viagogo, a screenshot of my viagogo account clearly showing the wrong email that I questioned numerous times, screenshot of the email back in December showing my email had been changed and screenshots of my axs account showing I had no tickets on there.

Viagogo uploaded tracking information that I cannot see and PayPal have decided with them. I appealed the decision and received another email saying it's been refused because their records show the tickets was delivered to me

I accept i put the wrong email address in when purchasing the tickets but I rectified the issue 4 months before the concert and raised concerns about the wrong email still showing numerous times to be told it had been updated.

The way I see it is viagogo have updated the email on their system but haven't updated on the sellers side of where to transfer the tickets to when available.

Whats my options here? Im now £600 down 

I don't think you have any viable options.  Viagogo is a re-seller, isn't it, a touting organisation that links you as a buyer to an individual selling their tickets? Were the original tickets even transferable?

The option left is court action, but I think they're based in Switzerland.  And I suspect it's not straightforward in any case because Viagogo isn't the ultimate seller of the tickets.  Someone sold those tickets to you in good faith and as a result of your unfortunate typo, they won't want to be £600 down any more than you are.

I understand they don't want to be down £600 either but they need to be held liable for their mistake. Yes I admit I made the original error of the wrong email address when ordering the tickets but rectified this. They reassured me everything was updated to the correct email but they obviously didn't update the email the tickets should be sent to and just updated on their system MattMattMattUK said:

flaneurs_lobster said:

Maybe to help others, which company is it that allows you to set up an account without confirming your email address in the usual way?

The OP said Viagogo, but they do require account verification. It has been a while since I have used them so I am wondering if one can add a separate email address for tickets to be sent to and that is just an enter your email twice field rather than requiring verification.

I can't quite remember now but I think it was the same email for both sign up and where the tickets would be sent to and I never had to verify the email address. I highly doubt i would of put the wrong email in twice. 

slacky1230

Is there anything my bank can do? I paid on my credit card through PayPal.

Aylesbury_Duck

slacky1230 said:

Is there anything my bank can do? I paid on my credit card through PayPal.

I don't think so.  Using PayPal "breaks the link" so I don't think section 75 protection will apply here, and nor do I think a chargeback will apply because you don't have evidence that the tickets weren't received by the email address you provided.

I'm afraid this is the downside of dealing with secondary ticket sellers, which are little more than touts with a glossy website.

slacky1230

Aylesbury_Duck said:

slacky1230 said:

Is there anything my bank can do? I paid on my credit card through PayPal.

I don't think so.  Using PayPal "breaks the link" so I don't think section 75 protection will apply here, and nor do I think a chargeback will apply because you don't have evidence that the tickets weren't received by the email address you provided.

I'm afraid this is the downside of dealing with secondary ticket sellers, which are little more than touts with a glossy website.

On the morning of the concert I recieved an email from viagogo saying the tickets have been transfered. The email address that it says the tickets was transfered to is the one ending .con not the correct updated one 

Aylesbury_Duck

slacky1230 said:

Aylesbury_Duck said:

slacky1230 said:

Is there anything my bank can do? I paid on my credit card through PayPal.

I don't think so.  Using PayPal "breaks the link" so I don't think section 75 protection will apply here, and nor do I think a chargeback will apply because you don't have evidence that the tickets weren't received by the email address you provided.

I'm afraid this is the downside of dealing with secondary ticket sellers, which are little more than touts with a glossy website.

On the morning of the concert I recieved an email from viagogo saying the tickets have been transfered. The email address that it says the tickets was transfered to is the one ending .con not the correct updated one 

Exactly.  I suspect the card provider will consider that the tickets were delivered to the address you provided, and that will be that.  And in any case, I'm fairly sure that having gone through Paypal, the card provider will say that their part of the transaction - your card provider paying Paypal - was carried out correctly.

No harm in asking, but the card provider isn't going to to want to be £600 down any more than you do.

Aslan69

That situation sounds so frustrating, especially when you feel like you did everything right after discovering the email error. I’ve had something similar happen with digital event tickets, put in a small typo, fixed it way before the actual event, and then still couldn’t get the tickets to show up when I needed them. The lack of clear communication from customer service just makes it worse, and you’re left feeling helpless when both sides keep passing the blame or hiding behind policies. After jumping through hoops, all I got was “Sorry, can’t help”. Since then, I only use ticket brokers that are upfront about ticket transfers and have decent buyer guarantees. One site I trust due to their clear processes is StarTickets. You can check them out next time since they’re pretty focused on making ticket delivery hassle-free and offer solid support for situations like this.