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:01/25/2025

  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 sold tickets on stub hub for a **** ***** concert, the event was on nov 27th and i sold it for 601.20$. I haven't received my money and its been over two months, I've escalated the claim ten times and called ten times and nothing has been done to help me.

  Business Response

  Date: 01/30/2025

  Thank you for the opportunity to respond to *** ***** ******** complaint, BBB case #********.I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies.

  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.

  
  Following my review of the complaint submitted by *** ******** I have successfully processed the payment for the order referenced in his complaint on todays date, 01/30.The payment will be issued to the default payment method on file and may take 5-8 business days to process, depending on ********************** institution.

  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.

  
  Sincerely,

  
  ****** *.
  StubHub Executive Customer Care

• Initial Complaint

  Date:01/25/2025

  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.

  I received 2 emails thanking me for my tickets purchases on StubHub on 10/29/24 for events in the ********* area, one on 10/30/24 and one on 11/3/24 totaling $607.51. I live in ******* and we were 6 days away from my wedding taking place here in ******* on 11/3. I did not make or authorize those purchases so I immediately called their customer service line and requested to cancel/report this as fraud. The agent took my information and told me I would hear back within 7 days. They did not contact me, so I disputed the transaction with my bank (KeyBank). StubHub provided false information to my bank (saying that because the card I had saved on file matches my personal information, I must have made the purchase), causing them to deny my dispute. I have since contacted StubHub almost daily beginning again on 1/8/25 to be told they did review my account and find the purchases to be fraudulent, that my account was blocked and that they would be offering me a full refund. I have been sending email after email to them for weeks, asking for an update when I will receive my refund and they just keep telling me they are "reviewing it." I just want my refund that I am entitled to and be done with this entire thing.

  Business Response

  Date: 01/28/2025

  Thank you for the opportunity to respond to *** ****** ******* BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************

  We would like to sincerely apologize for the inconvenience this has caused *** ****** *******. At StubHub, we take pride in ensuring the safety and security of all parties involved, whether buyers or sellers on our platform.

  After further review, we have confirmed that both transactions are still flagged as active chargebacks on our end. As per StubHub policy, we are unable to proceed with any further investigation until we receive official documentation from ************************ confirming that the chargebacks have been closed.

  Once the required documents are provided, we will be happy to review and assist accordingly. Please let us know if there are any further questions or concerns.

  ******* **
  Specialist | Executive Customer Care

  Customer Answer

  Date: 01/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I actually did provide this information on January 8th via email. I have also attached it here.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 01/31/2025

  Thank you for the opportunity to respond to ******************* complaint, BBB case #********.I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports,concerts, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at *******************************************   
  
  In reviewing *** ******** complaint, she contacted StubHub on October 29th stating that she did not make the purchases referenced in her complaint. This was immediately escalated to our Trust & Safety team to review the orders and account information. Based on this review, our Trust & Safety team determined that both orders were fraudulent purchases. As such, I was able to request a full refund in accordance with our terms and conditions. The refund request is under review,and she should receive an outcome within 72 hours. *** ******* will receive this refund within 5-8 business days from the day it is processed. We apologize for her experience, and for any delay in resolving this issue.
  
  Thank you for the opportunity to provide specific information about StubHub.Please let me know if I can be of further assistance.
  
  Sincerely, 
  
  **** *.
  StubHub Executive Customer Care 

• Initial Complaint

  Date:01/25/2025

  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.

  The prices on the Stubhub website are deceptive. They clearly show a ticket price and encourage quick ApplyPay payment. The "price" does not include fees and there is no disclaimer that the price excludes fees. Then only on the last page, fees can be seen and it's not clearly displayed. Stubhub is being deceptive!

  Business Response

  Date: 01/27/2025

  Tell us why herThank you for the opportunity to respond to **** ***** complaint, BBB case # ********. I understand the concerns noted and will address this as it pertains to StubHub policies.

  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************

  
  The following is stated in the policies which *** **** agreed to when accessing the StubHub platform: We may charge fees for selling and/or buying Tickets through our Site and/or otherwise using our Services, as well as delivery or fulfillment fees (collectively referred to as "Service Fees"). Service Fees may vary depending on event type, Ticket type and location. We may in our sole and absolute discretion change our Service Fees at any time, including after you list your Tickets. Any applicable Service Fees including any taxes if applicable will be disclosed to you prior to listing or buying a Ticket. We may charge and/or retain Service Fees if you do not fulfill your contractual obligations under this User Agreement.
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.

  
  Sincerely,

  
  ****** *.
  StubHub Executive Customer Care

• Initial Complaint

  Date:01/25/2025

  Type:Customer Service 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.

  StubHub is requesting that I provide my Social Security Number (SSN) for tax purposes. However, I do not have an SSN because I am not eligible for one. Instead, I have an Individual Taxpayer Identification Number (ITIN), which serves the same purpose for individuals like me.When I attempt to enter my ITIN into StubHubs system, it is not accepted, and I receive an error message stating, Please enter a valid SSN. This issue prevents me from completing the necessary tax information required by StubHub.I have contacted StubHub multiple times to address this issue, but no resolution has been provided. The companys system and customer service team do not seem to have an adequate process for handling ITINs, leaving me in a position where I am unable to comply with their tax requirements despite having the appropriate documentation.Desired Resolution:I request that StubHub either update their system to accept ITINs or provide a clear and effective workaround for individuals who do not have SSNs. Additionally, I ask that their customer service team is trained to assist in these scenarios to avoid unnecessary delays and frustration for customers in similar situations.

  Business Response

  Date: 01/28/2025

  Thank you for the opportunity to respond to *** *** BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************

  We sincerely apologize for the delay and inconvenience this has caused, *** ***. After conducting a thorough investigation, we can confirm that the total amount of $900 USD has been successfully paid to the **************************** account we have on file for you.
  We kindly advise you to reach out to your banking institution for any updates or assistance regarding the payment. Please let us know if you require any further support on our end.

  ******* **
  Specialist | Executive Customer Care

  Customer Answer

  Date: 01/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   This representative didnt even read my message.

  I am gonna state my issue again:

  When I attempt to enter my ITIN into StubHubs system, it is not accepted, and I receive an error message stating, Please enter a valid SSN. This issue prevents me from completing the necessary tax information required by StubHub.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** ***
  
  
  
  
   
  

  Business Response

  Date: 02/01/2025

  Thank you for the opportunity to respond to *** *** s BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies. 
  

  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert,theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed. 
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  Thank you for reaching out regarding *** ***** account. I have contacted the relevant team concerning the issue with entering the *****We recommend ensuring that the information is being entered correctly. If the issue persists, we kindly ask that you send us a screenshot of the error message you're receiving. This will allow us to forward the issue to the appropriate team for further investigation.
  We appreciate your patience and look forward to resolving this matter.
  
  
  Sincerely,
  ***** *.                                                                                                                                                                    

  Executive Customer Care

  
  

  Customer Answer

  Date: 02/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   You can see the error message in the attached screenshot after I input my ITIN as SSN.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** ***
  
  
  
  
   
  

• Initial Complaint

  Date:01/25/2025

  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.

  On 1/22/25 on purchased 2 tickets on Stubhub for a Nine Inch Nails concert that is scheduled for 8/23/25. I paid $770.63 for tickets in section 307. Once I purchased, I noticed people talking about ticket sales not being until 1/29/25. I went to the bands website and ALL shows ticket sales are showing to start on 1/29/25. There are no presale tickets for any shows. I verified this though several sources. I became concerned as I have spent a lot of money on tickets that the seller does not have in their possession. I called stubhub numerous times as well as utilized their virtual chat assistant. I kept getting mixed information pertaining to their speculative ticket sales. Each *** kept telling me about their fan protection guarantee, but I told them several times that this was a true case of speculative ticket sales, which their company states they strictly prohibit. I told them this was fraudulent and asked them to investigate and I wanted a refund. A senior *** contacted me and told me they have a receipt on file that the seller does have tickets for, but when I asked for this proof to validate the tickets, he refused and said they cant as it would violate seller protections. I went to the site and tried to sell a ticket, and was not prompted to show any type of proof I had a ticket to sell I asked for a refund several times as i have fallen victim of activity Stubhub claims they prohibit. The virtual chat assistant told me to contact stub hub to escalate review into this matter and discuss options to cancel my order. A senior *** told me I cant get a refund and I can relist my tickets for sale to get my $$$ back so I was told to relist tickets that arent even real or tangible at this point, and now I can be responsible if I never receive to transfer to the next person?I want my money back. The practices of this company are sketchy and they say they care about their customers, but clearly they care about the seller more.

  Business Response

  Date: 01/29/2025

  Thank you for the opportunity to respond to *** ***** ***** 's BBB case #********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concerts, theaters, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they purchase from a third party. 

  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyer's notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at *******************************************  

  
  Per our User Agreement, it is noted that when a buyer places an order, the buyer is responsible for reading the complete listing before making a commitment to buy tickets. When placing an order, a buyer is entering into a binding contract with the Seller to purchase those tickets. Additional terms communicated to you by the Seller may apply. Payment is remitted to StubHub and disbursed to the seller according to our User Agreement. All Sales are final. You cannot change or cancel any orders after the sale is complete.   

  *** ***** ***** is not entitled to be refunded for the order referenced in this complaint as all sales on StubHub are final as is stated in the policies which *** ***** ***** agreed to at the time of her purchase. We are obligated to pay her seller in full for this transaction. If this event has not passed and *** ***** ***** does not want to use these tickets she has the opportunity to relist them. 
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of further assistance, please let me know.   
  
  Sincerely, 
  ******* *. 
  StubHub Executive Customer Care 

  Customer Answer

  Date: 01/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I am not satisfied with the response as I had reached out and utilized the virtual chat assistant and followed all instructions given to me. 
  

  The seller of these tickets did not have them in their possession when I purchased them, as the documentation I uploaded with my complaint showed all ticket sales would happen on a future date. 
  

  This circumstance automatically sets this entire transaction up for failure, as the seller most likely will not be able to obtain the tickets sold to me for transfer.  This means that I now have to hope that they find tickets to transfer to me, and I have to hope after I travel into another country to see this show that I will indeed be able to get in.  I understand you push your Fan Protection Guarantee, but I want to be 100 percent certain that I will see this show, and this specific situation could mean that I wont get a ticket at all if the show is sold out. 
  

  I was advised to take my complaint further and feel that your customer service did not seem worried about my concerns that your virtual chat assistant indicated was problematic.  I also feel that I was also lied to, as one rep told me they had a receipt on file for the transaction, but wouldnt provide any proof to me to ease my concerns regarding this.  I even went to the Stubhub site to verify what documentation a seller would need to list tickets for sale, and was not prompted to show anything.  
  

  I'm not really sure how you cant confirm ticket validity when a seller doesnt need to provide anything regarding the tickets they will sell 

  At the end of the day I believe my situation proves that StubHub is protecting sellers that are violating your speculative sales policies and I dont think this is right. 
  

  I also dont think its right that you are advising me to sell tickets that are not in my possession that I know werent in the sellers possession either.  That means I am just passing my problem to another person and setting them up to be in a less than ideal situation If these tickets are never transferred because the seller listed goods that werent in their physical possession.  
  

  I believe I have proven that this is a true case of speculative sales, that the seller violated your policies, and that I am owed my money back to avoid issues we know are more than likely to occur later due to the nature of this transaction.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 01/31/2025

  Thank you for the opportunity to respond to *** ***** ***** complaint, BBB case #********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies.  
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concerts, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website,buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at ******************************************* 
  
  *** ***** ***** is not entitled to be refunded for the order referenced in this complaint as all sales on StubHub are final as is stated in the policies which *** ***** ***** agreed to at the time of her purchase. We are obligated to pay her seller in full for this transaction. If this event has not passed and *** ***** ***** does not want to use these tickets she has the opportunity to relist them.
  
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,  
  
  Sincerely,  
  
  StubHub ***********************

  Customer Answer

  Date: 02/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I am still not satisfied with the response I received. 

  After utilizing Stubhub's Virtual Chat Assistant regarding my very real and valid complaint that I was sold speculative tickets, I was advised to contact **************** to do the following: 

   * Advise customer support that this was a case of speculative sales due to the concert tickets not being released for sale (no pre-sale was offered for these tickets either)

   * Request review of my order for "Cancelation and full refund, citing the violation of our policy against speculative selling"

  * Provide evidence regarding the tickets not being released for sale yet

  After doing the above, I was blatantly lied to by customer service regarding review to verify ticket validity.  The Senior Representative I spoke to completely dismissed my concerns regarding this speculative ticket sale and told me there was a "Receipt" on file that the seller did indeed purchase the tickets (but would not provide me with this proof).  Every representative I spoke to did not take my concerns seriously regarding my complaint that I have been victim of speculative ticket sales and kept siting their "Fan Protection Guarantee", which to me in this instance would not truly guarantee that I would get to see this show after traveling out of the country and incurring travel expenses.

  In the first response back from StubHub regarding this complaint, it was indicated that "We are obligated to pay her seller in full for this transaction"; however, the Virtual Chat Assistant indicated that StubHub will "Only release a payment to the seller after the event", which means the seller has not received the funds paid for the tickets I purchased. 

  Furthermore, tickets for this concert went on sale 1/29 (i purchased the tickets on Stubhub 1/22) and the tickets have been released to buyers, and the seller of my tickets has yet to transfer them to me.  If the seller truly had these tickets, they should have already initiated the transfer, which is further proof the individual selling the tickets posted their listing prior to having the tickets in their possession. This type of activity has truly given me a very negative experience with StubHub and has put a negative light on the way they conduct business.

  I believe I am entitled to a full refund regarding this purchase due to the seller violating your policy against speculative selling.  I have followed the appropriate steps and channels regarding this matter through Stubhub and have been met with resistance regarding this issue each and every time I spoke to someone.  ************ states that they strictly prohibit this activity; however, even after I have proven my case regarding this serious issue, they have turned a blind eye and refuse to take care of me as a customer who thought they were purchasing something valid. 

  Please do the right thing here with regard to this situation and issue a refund so we don't have to experience more of a negative impact regarding this transaction going forward.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:01/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 ordered a $50 and $250 stub hub gift card through ******** who uses a company called ******* to deliver the gift card. When I went to my stub hub account to add the gift cards to my stub hub wallet the only gift card that worked was the $50 gift card. I called stub hub and told them its not working they did absolutely nothing and passed the blame onto ******* and I needed to contact them. So I did and they sent me a email saying they only email the gift cards and that the retailer are the ones who sends them the gift card. So all this was 1/17/25. I explained to Stub Hub that I needed this to be resolved as quickly as possible because I was trying to get ****** playoff tickets and I was missing on good deals and seats. 1/18/25 called still nothing I kept getting a run around. I told them I need this resolved that day and then was told oh yes we see it its actually applied to a guest account. I dont have a guest account and why would the $50 gift card be applied to the correct account and not the $250 gift card? So after not getting any resolution my friend and I went and purchased the ****** tickets which cost me an additional $250. Im going to end up paying out $500. I just want them to either reissue me a new $250 gift card or return my money.

  Business Response

  Date: 01/28/2025

  Thank you for the opportunity to respond to ******* ****** complaint,BBB case #********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concerts, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at *******************************************
  
  *** ****** can provide a screenshot of where she purchased the gift card, provide the email associated with the gift card, and the gift card number. We can troubleshoot and determine why she is not able to use it if she can provide that information.
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, 
  
  Sincerely, 
  
  *****
  StubHub Executive Customer Care
  

  Customer Answer

  Date: 01/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Hello, here is my receipt also used ********************** email. I have only one account with **********************. I also had a $50 gift card that actually worked when I loaded into my stub hub wallet. I just want a gift card for $250 that works. Thank you ******* ******. 

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

  Business Response

  Date: 03/13/2025

  Thank you for the opportunity to respond to ******* ****** complaint, BBB case #********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concerts, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, “You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion.” A copy of our User Agreement may be found at ********************************

  Upon reviewing the order related to this complaint, we confirm that *** ******* ****** has a coupon of 250 USD available on her guest account "***************************************************************************************. We also previous send her an e-mail with her valid Coupon code, which is different from the one showing on the screenshot you sent us.

  Since *** ******* were unable to retrieve the gift card, we have canceled it and issued a voucher in its place, which is valid for one year.

  Thank you for the opportunity to provide specific information about StubHub. If I can assist you further, please don't hesitate to let me know.
   
  Sincerely,
   
  ******** **
  StubHub Executive Customer Care

  
  

  Customer Answer

  Date: 03/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* ******  
  
  
   
  
  

• Initial Complaint

  Date:01/25/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  The order # is ********* and this event's tickets are not even on sale yet, but StubHub refuses to refund the money.The official ticket will be on sale on Jan 29th, 2025, and StubHub did not disclose this information before purchasing the "tickets".I have contacted StubHub, and they refuse to refund/cancel the amount of $641.82 informing me that the sale is "final".

  Customer Answer

  Date: 01/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******** ******
  
  
  
   
  
  

• Initial Complaint

  Date:01/24/2025

  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.

  We purchased tickets for the killers at ************** in ********* for Friday 1/24 and we paid $600 for tickets in row 202 section d *******. After nervously waiting for an hour for our tickets, 20 min prior to the concert stubhub sent us tickets section 405 seats *******. Balcony nosebleeds. When I called customer support they stated these tickets were equivalent which is a lie because those tickets were $200 cheaper. When we called to get it rectified they only offered refund No compensation or price adjustment. We had spend the evening driving to the *************** and dinner for $200 in preparation for the concert night. Unfortunately because the tickets were wrong and I was on the phone with customer service for over ***** we missed the concert . I requested to speak with management or supervisor and agent declined, only offered refund. This is not customer service. I want compensation from stubhub for this blunder and clear scam they tried to pull on us. People should be aware of this with stubhub.

  Business Response

  Date: 01/28/2025

  Thank you for the opportunity to respond to ******************** BBB case #********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concerts, theaters, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they purchase from a third party. 

  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyer's notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at **************************/legal?section=ua  
  
  The following is stated in the policies which *** ******** Rinkes agreed to at the time of their purchase: If you receive tickets that are not comparable or better than the ones you ordered, notify us immediately. Upon verification by us and depending on when you notify us, we may do any of the following in its sole discretion: provide you with comparable or better replacement tickets; issue you a full refund of the purchase price you paid on our Site (including any fees and shipping/handling charges); issue you a partial or full credit for use on a future purchase. We may require that you return the tickets you received. It is stated in these policies that "Comparable or better" tickets are determined by us in our sole discretion based on cost, quality, availability and other factors.  
  
  *** ******** ****** has been sent options which are considered comparable according to these policies. We cannot offer any tickets not generated in the offer which was sent to them. If the options presented are not satisfactory, or no options are presented, *** ******** Rinkes has the option to be refunded for their order in accordance with the FanProtect Guarantee and policies which she agreed to at the time of their purchase, and are able to request this refund at the bottom of the replacement offer page. 
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of further assistance, please let me know.   
  
  Sincerely, 
  ******* *. 
  StubHub Executive Customer Care 

  Customer Answer

  Date: 01/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   In Stubhub response they stated the following "By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyer's notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered." This was incorrect and where the main issue lies. We paid $600 for lower level tickets, the tickets they sent us were $300 nose bleed balcony seats. We have screenshots of everything, tickets purchased, seats purchased, prices of the seats they gave us etc.... They 100% tried to scam us with a ticket switch, without even notifying us! This is not acceptable and further compensation and credit is required from Stubhub. Again, in addition to driving to the ***************, paying for parking and over $200 in food prior to the show, anything less of full refund plus further compensation to rectify is unacceptable and will not be accepted until this is made right. I will wait for your response before taking any further necessary steps. I hope this is resolved correctly soon. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 01/30/2025

  Thank you for the opportunity to respond to *** ******** ****** 's BBB case #********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concerts, theaters, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they purchase from a third party. 

  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyer's notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at *******************************************  

  
  I apologize that *** ******** ******* recent experience with StubHub did not meet her expectations. 
  Our team is actively reviewing the information she provided and will be in touch with her promptly to address her concerns. 
  We are committed to resolving *** ******* issue as quickly as possible. Her satisfaction is our priority. Thank you for her patience and understanding. 
  
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of further assistance, please let me know.   
  
  Sincerely, 
  ******* *. 
  StubHub Executive Customer Care 

• Initial Complaint

  Date:01/24/2025

  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.

  I recently purchased tickets for a concert for my husband. Within a week of accepting the tickets, I got an email from Ticketmaster letting me know that the tickets were purchased fraudulently and because of this, my order was cancelled. The tickets were removed from my account and are no longer available to me. I have been back and forth with stubhub trying to get a refund numerous times, but they keep telling me that I do have the tickets when I do not, in fact have the tickets.

  Business Response

  Date: 01/28/2025

  Thank you for the opportunity to respond to *** **** ****** BBB case #********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concerts, theaters, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they purchase from a third party. 

  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyer's notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at *******************************************  
  
  Upon reviewing the details *** **** **** provided, it appears that two separate order numbers, #********* and #*********, were mentioned in her message. 
  For order #*********, our records indicate that it was pre-canceled by the internal system, meaning the transaction did not go through. Regarding order #*********, there is no indication in our system of any cancellation request from *** **** ****. Instead, we noted only routine communication about this order. 
  At this time, we kindly ask *** **** **** for additional clarification regarding her concern, as it is unclear which specific order received an email from the primary ticketing app. To resolve this matter promptly, we recommend that *** **** **** contact StubHub **************** directly. Our team will be happy to assist her further and ensure that her concern is addressed. 
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of further assistance, please let me know.   
  
  Sincerely, 
  ******* *. 
  StubHub Executive Customer Care 

  Customer Answer

  Date: 01/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This is in relation to order #*********. I have contacted stub hub directly multiple times and been told that I am wrong because the tickets were accepted into my account. Shortly after accepting the tickets they were cancelled due to being bought fraudulently, and then revoked from my account. I have attached two screenshots from my stub hub account showing that these tickets were cancelled. I was promised an option to choose tickets of equal or same value, or to choose a refund and I have not been given that option, after contacting the company more than 5 times now. Each time I am asked to sit on hold and wait for over an hour while no solutions are provided for me. I have spent atleast 4+ hours on the phone with the company trying to resolve this concern and am given a different excuse each time when I have provided proof multiple times that the tickets were cancelled by the seller and I do not have them in my possession. 

   

   

   

  Sincerely,
  
  **** ****
  
  
  
  
   
  

  Customer Answer

  Date: 02/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Can you please provide proof that this has been escalated to the relevant department, since this is 6th time now that I've been given this response and no action has been taken? Can you also please explain why I was told I would have an option for a refund or better tickets within ***** hours almost 2 weeks ago now and have yet to hear anything? 
  

  please see attached email proof stating I would be given options for a refund on January 24th within ***** hours. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** ****
  
  
  
  
   
  

  Business Response

  Date: 02/09/2025

  Thank you for the opportunity to respond to ************** complaint,BBB case #********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies.
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site.When buyers place an order for tickets, they are purchasing from a third ******** using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes, Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at *******************************************   
  In researching the ticket purchase made by *** ***** I can see that the order was escalated to our internal team to investigate the canceled ticket claim. *** **** is protected by the StubHub FanProtect guarantee, which means we will find comparable or better tickets to the event or offer her a refund of what she paid for her purchase or credit of the same amount for use on a future purchase. We apologize for *** ***** experience,and for the delay in resolving this issue, it is currently in the process of being resolved. *** **** will be contacted directly once our internal team reaches a resolution.
  
  Thank you for the opportunity to provide specific information about StubHub.Please let me know if I can be of further assistance.
  
  Sincerely,  
  **** *.
  StubHub Executive Customer Care 

• Initial Complaint

  Date:01/24/2025

  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.

  I am filing a formal complaint against StubHub regarding an unfair $400 charge applied to my account, along with their failure to pay the $360 due from a ticket sale. Below is a detailed timeline of events that demonstrate StubHubs mishandling of this transaction and their unjustified actions:On January 20, I listed four floor-standing tickets on StubHub as e-tickets. The tickets were sold, and StubHub requested that I upload the tickets. I contacted StubHubs customer service and informed them I could provide: QR codes and booking ID. A soft copy of my valid ID. A message from BookMyShow, which confirmed the buyer could directly pick up the tickets from the box office without my presence. The representative assured me that the matter would be investigated. Later that day, I received an email from StubHub confirming that the buyer agreed to the box office pickup arrangement and that the order was fulfilled. The email also confirmed I would receive payment within 58 days. on January 21, StubHub requested additional documentation to confirm the buyers ID. I promptly provided all necessary information, including the box office pickup address. On January 23, just two days before the event, StubHub suddenly requested that I ship the paper tickets to the buyer. Although this request contradicted the prior arrangement, I agreed to comply. However, StubHub failed to provide the buyers shipping address despite my repeated phone calls (four times on January 23 and 24) and email follow-ups.Due to the lack of a buyer-provided delivery address, I could not fulfill the last-minute shipping request. StubHub subsequently charged me $400 for "order unfulfillment." This charge is entirely unfair, as the delay and confusion were caused by StubHub and the buyers failure to provide essential information. I respectfully request that StubHub: Reverse the unjust $400 charge applied to my account., Pay me the $360 due for the ticket sale, as the issue was not caused by my actions.

  Business Response

  Date: 01/28/2025

  Thank you for the opportunity to respond to ******* ********* ***** s BBB case #********. I sincerely apologize for the experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concerts, theaters, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they purchase from a third party. 
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyer's notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at *******************************************  
  
  Sellers responsibilities when listing and selling tickets on our site are addressed in Section 2 of our Seller Polices, which states: 
  Providing accurate and complete information about your tickets during the listing process is one of the keys to becoming a successful seller and is a requirement to list on the site. If you do not follow all of the requirements in this section when listing your tickets, your listings may not appear on the site, your sale may be canceled, you may not get paid, you may incur fees (associated with us finding replacement tickets for, or refunding the buyer and/or a fixed admin fee0, or you may be subject to other consequences specified in these Seller Polices and Clause 19 of this User Agreement.  
  We want to make sure our buyers get the tickets they ordered in time for the event. If anything goes wrong with an order - if a buyer gets invalid tickets, doesn't get the right tickets, doesn't get them on time, or doesn't get them at all - our marketplace suffers. If a buyer reports invalid tickets, buyers are required to complete an invalid ticket claim form. We notify the seller of the claim opened against the tickets and request documentation if the seller is disputing the buyers claim, advising that failure to do so would result in the charges being assessed to the order. The documentation requested will be sent directly to the seller via email from our Marketplace Investigations Department. 

  We take any report of invalid tickets sold through our site seriously as it creates an extremely negative experience for the buyer. We stand behind our FanProtect Guarantee for both buyers and sellers. It is the sellers responsibility to cooperate with an investigation and supply information. As the original purchaser of the tickets, the seller is the only one with access to the required documentation through the venue or their original point of purchase. We use the details provided by the claim in addition to the documentation provided by the seller to assess the situation and resolve the issue accordingly. The investigation process is in no way an accusation, as we do investigate issues with both buyers and sellers alike. We are invested in determining the root cause of any issue reported to ensure that StubHub remains a safe marketplace for fans to buy and sell tickets.  
  
  ******* ********* ***** sale is currently under investigation. We cannot expedite this process. Our investigation team will contact ******* ********* ***** directly regarding this investigation. 
  Thank you for the opportunity addresses ******* ********* ***** concern. If I can be of any further assistance, please let me know.  
  
  Sincerely, 
  ******* *. 
  StubHub Executive Customer Care