Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/10/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 21st, I purchased tickets through Tixr payment plan for the Tacos and Tequila Festival on Sept 6th. The first two payments were completed within two business days and went through just fine. My card always has funds on it as it is my direct deposit card and I have been actively using it. I received an email on March 23rd stating the payment failed. I was not sure why it failed as I had just gotten paid and had way more than enough to cover the payment. I still updated my card to a different card and received an email stating my payment method had been updated. I did not receive any additional emails stating the second card failed too.On April 6th, I received an email that my payment plan had been cancelled and the approx $100 already paid would not be refunded. I reached out to Tixr via email as they dont have a phone number to call to speak to someone and to see why it didnt charge either one of my cards that are both valid and have sufficient funds for this transaction. I also asked if there was a way for me to make up the payments or just pay the entire purchase off as I did not want a refund and would still like to attend the event. Tixr did not offer any resolution or support and only said that the policy states no refunds would be given to canceled payment plans. I do not think it is good business practice or customer service to not offer any kind of resolution when this happens. Based on my account activity, you can confirm that I made an attempt to make the payment. The website doesnt allow for manual payments so the only thing I could on my side was update the payment method which I did after the initial email was sent. I just want to be able to pay it off so I can attend the event. I dont even want a refund, I want to continue making payments on this order. I feel like I was scammed out of tickets and money because there is no valid reason why my card was not charged for the payments.

  Business Response

  Date: 04/11/2025

  Thank you for the opportunity to respond to this complaint.
  
  The customer purchased tickets to the Tacos and Tequila Festival in ***** using a payment plan through Tixr on February 21, 2025. The first two installments were successfully processed, but the third payment failed on March 23. At that point, the customer was notified by email that the payment had failed and that the system would automatically retry in 5 and 10 days. The customer then updated their card on file, but unfortunately, all subsequent payment attempts also failed.
  
  Our payment processor shows that the new card was retried nine times, but each attempt was declined due to card verification issuesspecifically, a failed CVC (Card Verification Code) check. In some cases, the issuer authorized the charge but still blocked it based on verification mismatches. These declines originate from the card issuer and are not something Tixr can override.
  
  The system sent the customer an email notification each time a payment failed. The initial failed payment email the customer received also included information about the automatic retry schedule. However, if no resolution is reached after those retries, the plan is canceled per the payment plan terms accepted at checkout.
  Tixr Support responded to the customers inquiry on April 8, confirming that canceled payment plans cannot be reinstated and that previously paid installments are non-refundable, in accordance with the policy presented and agreed to at the time of purchase.
  
  While we are unable to reinstate canceled payment plans, weve since followed up with the event organizer to request approval for a refund of the original order, given the circumstances. That decision ultimately rests with the event, but we are continuing to advocate on the customers behalf. In the meantime, it appears the customer has already repurchased tickets separately to attend the event.
  
  Tixr remains committed to clear communication, timely support, and continually improving our platform to better serve fans.
  
  Sincerely,
  Tixr Fan Support

• Initial Complaint

  Date:04/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered tickets via Tixr for the Arizona Bike Week. Initially ordered a day pass with Five Finger Death Punch front row and deck experience. Received an email to upgrade to a Rally Pass so we have access to all days. We took the bait. It was over $300 more and we had already paid $400 for our intitial tickets. When we got to venue we attempted to access the viewing deck only to find out our upgraded tickets removed out deck view so we only had front row (standing room only) available to us. Went back to ticket counter outside venue and they couldnt do anything for us and told us we got taken advantage of. $700 later i we couldnt even stay for the concert because we cannot stand for that long hence the reason we originally purchased the deck viewing to have seats. Attempted to reach out to Tixr via contact ua and no response after a few days of waiting. Tries calling a couple numbers with no luck. Just requested a response again via contact us email.

  Business Response

  Date: 04/11/2025

  Thank you for the opportunity to respond to this complaint.
  
  Tixr is the ticketing platform used by ************ Week to facilitate ticket sales, but we do not manage event logistics, ticket policies, or onsite operations. All decisions related to access levels, upgrades, seating availability, and customer support at the venue are made by the event organizer.
  
  The customer submitted a support request through our contact form on April 7, 2025, and we responded the same day. Our reply included the event organizers contact information ********************* for assistance, as Arizona Bike Week handles all event-specific support, including questions about upgrades and ticket access. Tixr does not offer phone support for fans, but we do respond promptly via email.
  
  While we are unable to offer refunds or modify event-specific policies set by organizers, we remain available to assist with any platform-related questions, such as accessing an account, managing orders, or troubleshooting technical issues.
  
  Sincerely,
  Tixr Support Team

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am needing to transfer tickets purchased into the name of the people that will be going to the event, Tixr tells me I cant do that! Apparently this company just takes money and refuses to assist paying customers when an issue arises.

  Business Response

  Date: 04/11/2025

  Thank you for the opportunity to respond to this complaint.

  
  We understand the customers frustration regarding the inability to officially transfer their tickets to another ******s name and appreciate the chance to provide clarity. According to our records, the customer reached out to ********************** Support on April 3, 2025, regarding this matter. Our team responded promptly the same day and again on April 4, explaining that the ability to transfer tickets is determined by the event organizernot Tixrand is only available for select events where the organizer has enabled that feature.

  
  In this specific case, the event organizer did not allow ticket transfers. However, our team did confirm that ticket holders' names would not be checked at entry, meaning the customer was welcome to gift their PDF tickets to someone else for use without issue. Once this information was provided, the customer responded appreciatively, saying: Thank you for letting me know that. You are the first ****** that actually provided a solution. I appreciate you!

  
  While we regret any initial confusion or inconvenience, it appears the matter was resolved to the customers satisfaction through our support correspondence. Tixr operates as the ticketing platform and does not control individual event policies such as name changes or transferability. Nonetheless, we remain committed to providing clear and helpful support wherever possible and to improving the fan experience across all events hosted on our platform.

  
  Sincerely,
  Tixr Support Team

• Initial Complaint

  Date:03/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am reaching out regarding a fraudulent account or transaction associated with my information on the TIXR platform. On December 3, 2024, I noticed unauthorized activity linked to my account for 3 charges. I initially reached out to TIXR about it on 12/3/24 and thought everything would be resolved. There is still one charge left of $1168 that is still on my account. I need immediate assistance in investigating and resolving this issue.Details of the fraudulent activity:Date of occurrence: 12/3/2024 Issue: unauthorized purchase of 4 tickets for the festival may ***** 2025 Transaction/Order ID: S29S2AN1QK I have already attempted to resolve this matter by contacting to TIXR support team, but I have not received a response. I have been dealing with this issue since December and request timely resolution. If not, I will be forced to escalate this matter to my bank, relevant consumer protection agencies, and legal authorities.

  Business Response

  Date: 04/01/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to respond to Enomfonabasi Ekpos concerns regarding an order placed through Tixr.
  
  On December 3, 2024, our support team was contacted by Enomfonabasi regarding suspected unauthorized activity on their account. Our team promptly responded, helping them regain access to their Tixr account, updating their login credentials, and securing their ticket inventory. At the time, Enomfonabasi also notified their bank and filed disputes for three charges, including one for the California Roots Music & Arts Festival.
  
  Its important to note that once a dispute is initiated with a customers bank, ********************** is no longer able to issue a refund or take further action on that order. This is an industry-standard policy, as the bank assumes full control of the funds during a dispute process. In this case, while the bank initially reversed two of the charges, we understand that the dispute related to the California Roots order was denied, meaning the charge was deemed valid.
  
  Despite being unable to take direct action on a disputed charge, our support team has remained in contact with Enomfonabasi, continuing to investigate whether an exception could be made. While we are limited by system and financial constraints in these situations, our team has actively worked behind the scenes to explore all possible avenues for resolution.
  
  We understand the frustration this situation has caused, and we regret the impact it has had. We have advised Enomfonabasi that if the charge was ultimately deemed unauthorized and they require a letter for their bank, the appropriate next step is to coordinate with the bank to reopen the claim or request that the bank contact Tixr directly for additional verification. Unfortunately, we are not able to issue a letter on company letterhead confirming a charge as fraudulent unless the transaction was confirmed to be so through the appropriate dispute channels.
  
  We remain committed to assisting Enomfonabasi however possible within the constraints of our platform and banking policies.
  Sincerely,
  Tixr Support Team

• Initial Complaint

  Date:03/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business Name: Trix Nature of Complaint: Refusal to Issue Refund Despite Protection Plan and Severe Weather Conditions Complaint Summary:I purchased a ticket from Trix for [Reggae Rise Up Florida Festival 2025] scheduled on [Sunday, Mar 16, 2025], along with a protection plan that specifically covers cancellations due to unforeseen circumstances, including severe weather.On the day of the event, a major storm occurred, and I did not attend due to safety concerns. I contacted **** via email to request a refund, and I provided clear evidence of the situation, including weather alerts and a screenshot from the events official page advising attendees to take shelter and find the nearest exit.Despite submitting this documentation, **** has failed to issue a refund. The protection plan I paid for should cover this exact situation, yet I have been met with no resolution, only dismissive.This has been extremely disappointing and unprofessional. I followed all the proper steps, provided proof, and acted responsibly by not attending a potentially dangerous event. I believe I am entitled to a full refund.Desired Outcome:I am requesting a full refund of [$105] for the ticket and protection plan, and a written confirmation that my claim has been acknowledged and resolved in accordance with the protection plan I purchased.

  Business Response

  Date: 03/26/2025

  Dear Better Business Bureau,
  
  Thank you for the opportunity to respond to this complaint regarding ******** refund request for the Reggae Rise Up Florida Festival 2025.
  
  We understand the customers concern, however, we have no record of this customer reaching out to ********************** Support directly. Its important to clarify that the Order Protection plan purchased at checkout is a third-party service provided by Protecht, and all claims related to that protection are submitted, reviewed, and handled directly through their teamnot Tixr.
  
  While severe weather can be a covered reason under the Order Protection terms, the event in question proceeded as scheduled. The customer chose not to attend due to personal safety concerns, which may not meet the coverage criteria outlined by Protecht. Tixr does not have insight into the customers claim status or eligibility and is not involved in the decision-making process for refunds issued through Order Protection.
  
  If the customer believes their claim was denied in error or was never processed, we encourage them to reach out to Protecht directly by referencing their Refund Protection Order Confirmation & Important Information email, which is sent at the time of purchase from ********************* This email includes the direct link to file or follow up on a claim.
  
  We appreciate the opportunity to clarify the process and are happy to assist further if necessary.
  Sincerely,
  Tixr Support Team

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against TIXR, the ticketing company for the Seven Stars Music Festival, for false advertising and deceptive business practices.TIXR publicly stated that their waitlist operates on a first-come, first-served basis, implying early registrants would receive priority access. However, they are not honoring this policy and are instead prioritizing individuals who joined the waitlist later but at higher tiers.This practice is misleading for the following reasons:1. False Advertising - TIXR's stated first-come, first-served policy is demonstrably false.2. Unfair Practices - Many customers, including myself, joined early expecting priority but have been bypassed 3. Lack of Transparency - TIXR has not disclosed how waitlist spots are truly allocated I request that the BBB investigate this matter and urge TIXR to:1. Provide clarity on how waitlist prioritization actually works.2. Address concerns from affected customers.3. Implement fairer policies moving forward.The main resolution I seek is for my order to be pushed through from the waitlist, as I have confirmed that others who joined the after me have already received ticket confirmation!

  Business Response

  Date: 03/24/2025

  Dear Better Business Bureau,
  Thank you for the opportunity to respond to this complaint regarding the waitlist process for the Seven Stars Music Festival.
  

  We understand the concerns raised and appreciate the passion surrounding this high-demand event. Tixrs waitlist feature is designed to help manage inventory fairly and efficiently when demand exceeds available ticket supply. While the waitlist generally operates on a first-come, first-served basis, there are several factors and variables that can impact how and when orders are processed. These include the ticket types and quantities selected, user session timing, cart availability at the moment of transaction, and other real-time conditions during an extremely competitive on-sale.

  Additionally, factors such as email notification timing (for when a fan joined the waitlist) may not reflect the exact sequence in which waitlist orders are processed, as email servers and providers may delay delivery.

  We recognize how important transparency is to fans, especially during fast-moving sales like this one. We are actively reviewing and improving our communications to provide clearer information about how the waitlist experience functions in high-demand scenarios.
  

  We are unable to modify individual waitlist positions or manually prioritize orders any decisions on policies rest with the event organizer. However, additional inventory continues to be released to the waitlist as it becomes available, and we encourage fans to remain opted in for the best chance of securing tickets.

  We appreciate the opportunity to address this matter.
  Sincerely,
  Tixr Support Team

• Initial Complaint

  Date:03/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today I went on their website to purchase a VIP pass for Valley of the seven stars was kicked out of the waiting room twice for noreason and made to restart the process over then and was in the checkout process and it told me I had timed out and under two minutes start to finish Who did me back to the selection stream I went to go back in purchase at this next year place which I was OK with went to purchase and was told I timed out again went to submit it again and was told process order issue then kicked out and was only given theoption to join the waitlist at that Point Then during joining the waitlist I was told I then signed out again with ******************************************************* back, which I was able to get a screenshot of because of all the issues with their website on their end I was not able to purchase the product. I wanted

  Business Response

  Date: 03/24/2025

  Dear Better Business Bureau,
  Thank you for allowing us to respond to ******* ****** concerns regarding his attempt to purchase tickets for the Valley of the Seven Stars event on Tixr.
  

  This was a high-demand on-sale for an extremely popular event, and while we understand Mr. ****** frustration, we want to clarify that Tixrs platform functioned as intended. There was no system failure. The experience he describestimeouts, inventory becoming unavailable during checkout, and being routed to the waitlistis expected behavior when thousands of fans are attempting to purchase a limited number of tickets simultaneously.
  

  Our system is designed to prevent overselling, block scalpers, and maintain fairness. In cases like this, tickets can sell out in seconds. While we understand this can be disappointing, the platform operated normally and tickets were sold on a first-come, first-served basis until inventory was exhausted.
  Mr. ****** contacted our support team on March 19, 2025, and received a same-day response explaining the situation and outlining opportunities to still secure tickets, either through the waitlist or the public on-sale on March 22. These same details were also shared via email in a statement from Tixr with all waitlisted fans in a follow-up communication.
  

  We empathize with Mr. ******* experience but cannot accommodate requests to bypass the established waitlist process. We remain committed to fairness and transparency, and continue to release additional inventory to fans via the waitlist as they become available.

  Sincerely,
  Tixr Support Team

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23087145
  
  I am rejecting this response because:
    The time out process was still counting down and for it to boot me out of the sales multiple times when in there and be placed back in waiting room instead of moving to the next tier pricing does not seem like it is properly working if I am in process of purchasing and the ticket sells out for that tier I should not be placed back in a random selection of waiting area to get to the following tier had I not been placed back in the waiting room I would have had been able to finalize my purchase
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/04/2025

  Dear Better Business Bureau,

  
  Thank you for allowing us to respond further to ******* Speirss concerns regarding the Seven Stars ticketing experience.
  We understand how frustrating it can be to miss out on tickets, especially during a high-demand on-sale. Tixrs platform operated as expected during this event, and there was no system failure. When tickets for a tier sell out, the system may time out a shopper or redirect them to the waitlist or remaining inventory to prevent overselling. This is a standard safeguard during high-volume activity.
  Unfortunately, placement in the waitlist or checkout process does not guarantee a successful transaction, especially when thousands of fans are trying to secure limited inventory at the same time.
  We regret that Mr. ****** was unable to complete his purchase, but the system functioned as designed to ensure fairness.

  Thank you,

  Tixr Team

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23087145
  
  I am rejecting this response because:
  You have done nothing to show your system did not malfunction when i have shown proof i was supposedly timed out of a purchase process with time still on the counter to finish.

   Secondly being pushed further back in the waitlist when i was already in the check out process does not seem the proper way to do a ticket sale.

   Thirdly i did stay on waitlist till after the festival was sold out and still was not able to purchase the ticket from the waitlist.

   Fourth  i saw many people online complain the system malfunctioned as well and has the same issues but yet the only thing anyone has gotten from the company is the same generic response almost as if it was an automated response

  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against: TIXR Purchase Amount: $359.06 Date of Purchase: 12/14/2025 Event Details: Concert at Home Run Dugout in ****, ** on 12/29/2024 Complaint Summary:I purchased tickets for a concert through TIXR on 12/14/2025 for $359.06.On 12/29/2024, the headline performer did not perform, and I was unable to contact the program director, ***** ********, at Home Run Dugout.Due to this, I filed a claim for a refund with TIXR.After my claim was filed, ***** ******** reached out to me and issued a refund on 1/17/2025.The refund initially appeared in my bank account but was never finalized, causing the funds to disappear.I contacted ***** ********, who provided screenshots showing the refund on his ****** bank confirmed they do not have the money, meaning it is still with TIXR.When I check my order status on TIXR, it says Canceled Full Refund, but this is false because I never actually received the refund.TIXR told me that at this point, the funds could only be returned at the discretion of my bank, but when I called my bank, they stated they do not have the fundsthe money is still with TIXR.TIXR has since ceased communication and is refusing to finalize the refund. It has been four days since they last told me they would not provide the refund.Resolution Requested:I am seeking an immediate resolution from TIXR to finalize and process the refund of $359.06 as originally promised. Their refusal to finalize the transaction, the misleading order status, and lack of communication are unacceptable.

  Business Response

  Date: 03/20/2025

  Dear Better Business Bureau,

  
  Thank you for allowing us to respond to Cassitys concerns regarding a refund for the Home Run Dugout event on December 29, 2024. We understand the frustration and appreciate the opportunity to clarify the matter.

  
  Tixr does not manage refund policiesrefunds are issued at the discretion of each individual event organizer. We are simply the technology they use to sell tickets. In this case, the event organizer approved and processed the refund. However, ******* also disputed the charge with her bank, which automatically canceled her order and prevented Tixr from being able to reissue the funds. Once a dispute is initiated, the funds are held by the bank, and Tixr no longer has control over the refund process.

  
  ******* was informed of this on March 12, 2025, and provided with the appropriate next steps to follow up with their bank regarding the refund status. Since the funds were not returned to Tixr and remain within the dispute process, ******* will need to continue working with their bank to resolve the matter. We regret any confusion and are happy to provide any additional information needed to assist in resolving this case.

  
  Sincerely,
  Tixr Support Team

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted tixr about my refund for the *** ****** show that was supposed to take place 2/14/2025 but was cancelled due to the presenter *** ****** unexpectedly passing away.I contacted Tixr explaining to them that the card I had used to purchase the tickets was no longer active and that account was closed with that bank. After contacting my former bank they stated since I dont bank with them anymore and closed my account that the issued refund would be returned to the refund issuer and that I should notify them of the situation.I contacted tixr and explained the situation they asked me for my new account number and routing number so their finance department could manually issue my refund. I provided tixr with this information.I again followed up with them to check status after providing my new account information and they keep stating that they issued my refund on their end to the original form of payment. Which again that account with that bank has been closed.I have attempted to reach them multiple times to find a solution and no answer has been received after I asked who I can speak to since they keep saying the refund was issued to the original form of payment . However if the original form of payment account has been closed with the bank then the refund should have been rejected and returned but I still have received no response from tixr. I understand the show was cancelled due to unfortunate circumstances but now Im put in a situation where my refund for this show has not been provided to me and Im sure it has been returned to the issuer by now since the old account and card are closed.I would really appreciate it if you could assist me in receiving my refund.Thank you

  Business Response

  Date: 02/20/2025

  Dear BBB,
  Thank you for allowing us to respond to ****** ****** concerns regarding her refund for the *** ****** show, which was canceled due to unforeseen circumstances. We understand the frustration this situation has caused and appreciate the opportunity to clarify the matter.
  

  Upon the events cancellation, Tixr processed a refund on January 30, 2025, to the original payment method used for the purchase. This process follows industry-standard practices, as refunds must be issued to the original form of payment.

  ****** first contacted Tixr on January 30, 2025, to inform us that the account linked to her original payment method was closed. Tixr responded on the same day, explaining the refund process and advising her to check with her former bank. In subsequent communication on February 10, 2025, ****** provided her new account details, and ********************** promptly investigated the situation.
  

  We informed ****** that the refund had been successfully issued to her original account and provided her with the Acquirer Reference Number (***) to help her former bank trace the funds. Typically, if an account is closed, refunds are either routed to the customer's new account at the same bank or returned to Tixr. In this case, the refund was neither redirected nor returned to Tixr.
  

  As the funds were successfully transferred and not returned, we advised (and still encourage) ****** to escalate the matter with her former bank using the *** provided. Since the funds were not returned to Tixr, we are unable to manually reprocess the refund. 

  Sincerely,

  Tixr Support Team

  
  

• Initial Complaint

  Date:01/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Tixr due to inadequate customer service, technical issues with their payment system, and unfair threats to cancel tickets without refund, despite our proactive efforts to resolve the matter.Summary:We purchased tickets from Tixr on a payment plan (Order Number: S2BR193ZGH) for a 5-day event happening next week. While earlier payments were processed successfully, the system has consistently failed to process the final payment. We have:1.Contacted our credit card company: They confirmed no issues with our cards.2.Tried multiple payment methods: Updated card info, tried other cards, and followed Tixrs instructions.3.Documented the issue: Sent screenshots and detailed explanations to Tixrs support team.Response from Tixr:Despite our efforts, Tixr has provided only generic responses and continues to threaten ticket cancellation without refunding the ~$4200 weve already paid. They have refused alternative payment methods, manual processing, or escalation options.Impact:Tixrs lack of resolution is causing significant financial and emotional distress. In addition to the $4200 already paid, weve spent ~$3000 on flights and booked time off work, all of which are now at risk due to Tixrs inaction. This is not just a technical failure but also poor customer service and an unfair business practice. Desired Resolution:1.Allow us to complete the final payment via an alternative method or resolve the technical issue.2.Ensure our tickets are retained without penalty.3.Improve Tixrs communication and escalation procedures to avoid similar issues in the future.I hope the BBB can assist in resolving this matter and ensuring Tixr upholds ethical business practices. I can provide payment receipts, error screenshots, and communication logs as needed.Sincerely,********* ******* ************

  Business Response

  Date: 01/14/2025

  Dear Better Business Bureau,

  Thank you for allowing us to respond to ********* Dykstras concerns regarding a ticket purchase. The customer associated with this order (not *********, although she was included on the email thread regarding this issue) encountered difficulties completing the final payment for their tickets due to an issue with their account. While earlier payments were successfully processed, a technical issue temporarily delayed the final payment. During investigation, the event organizer's support team discovered that the account had been flagged due to a chargeback dispute on a separate order. This flag restricted the accounts ability to process payments until the matter was fully reviewed.

  Tixr collaborated promptly with the event organizer to identify and resolve the issue, consistently responded to customer concerns in a timely manner, and ensured the matter was fully resolved on January 13, 2025. The final payment was processed, the customers tickets were secured for the event, and the customer was notified via email of the resolution.

  We appreciate the customers patience as we worked through this issue and regret any stress caused by the delay. Tixr responded to all inquiries and provided updates during the resolution process, reflecting our commitment to timely and effective customer support. We also value the feedback regarding communication and escalation processes and are continuously working to refine our systems to provide an even smoother experience in the future.
  

  Tixr is committed to transparency, responsiveness, and delivering excellent service to all customers.

  -********************** Fan Support