Q: I bought tickets to a Rick Springfield concert through StubHub. The event was originally scheduled 11 months ago but was postponed to three months ago. StubHub did not update this rescheduling correctly within its internal system.
Read more Pittsburg city staffers duped by scammers into sending nearly $1 million meant for Seeno developers
On the new date of the concert, I contacted StubHub because I still hadn’t received my tickets. A representative assured me that the system showed the event as still “postponed.” I told them the concert was happening that day, but they couldn’t override the system to transfer the tickets.
I missed the concert. StubHub initially said I was eligible for a refund, but then changed its position, insisting the event is still pending rescheduling. I have confirmation from the venue that the concert took place. Can you help me get my $348 back?
— Craig Field, Wellington, Fla.
A: You shouldn’t have missed this concert.
This is a bizarre case of man versus machine. You knew the concert was happening. The venue, the Kravis Center, knew the concert was happening. The promoter knew the concert was happening. Even Rick Springfield knew he was supposed to be on stage.
But StubHub’s computer insisted the show was postponed.
When you called on the day of the show you ran into a brick wall of binary logic. You said the representatives told you that “unless confirmation was received from the event organizers or venue, someone higher up within StubHub could not modify the system.”
Because the computer said the show wasn’t happening, it wouldn’t release your tickets, and you missed the performance. How frustrating.
What happened next is even stranger. You asked for a refund. At first, StubHub agreed to return your $348. Then, it went back to checking its system, which apparently still thinks the show is pending rescheduling. You received communications that continued to claim the event remained postponed.
Come on.
You kept a great paper trail of correspondence between you and StubHub. You contacted the venue to get independent confirmation that the show actually took place. And you were patient.
Read more Mukunda: What Elon Musk doesn’t understand abundance
StubHub’s FanProtect Guarantee promises that if an event is canceled and not rescheduled, you will receive a credit worth 120 percent of the amount you paid or a cash refund. If there is an issue with your tickets, StubHub says it will find you comparable or better tickets, or offer you a refund.
Clearly, a system glitch that prevents ticket delivery falls under that guarantee.
If you ever run into a problem with StubHub again, you can always find the names, numbers and email addresses of StubHub’s executives on my consumer advocacy site, Elliott.org.
I contacted StubHub on your behalf. This time, a human reviewed your request.
“We’re truly sorry this fan didn’t receive the experience they deserved,” a spokesperson told me. “We know how important live events are, and we understand how disappointing it is to miss out.”
StubHub confirmed that the show did, in fact, go on. It issued a full refund of $348 and offered you a voucher as a gesture of goodwill. Next time, hopefully, the computer will agree with reality.
Christopher Elliott is the founder of Elliott Advocacy, a nonprofit organization that helps consumers solve their problems. Email him at [email protected] or get help by contacting him at elliottadvocacy.org/help.
Read more Horoscopes August 7, 2026: Charlize Theron, set your plans in motion
About the Author
