Complaints

This profile includes complaints for Telecharge's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Telecharge

  520 Eighth Avenue, 11th Floor New York, NY 10018

• 

  Telecharge

  P.O. Box 998 New York, NY 10108

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:04/04/2023

  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.

  transaction date 3/13/23 $391.00 The website rushes you to purchase tickets and I believe I placed order to get ticket for show on 5/14/23 as gift for my spouse birthday. When I printed the ticket to present to him the date had passed and was issued for 3/14/23, I called to rectify and they confirmed the seats where not used for 3/14/23 but the only recourse was to go to city the night of 5/14/23 and if there are any seats available they might be able to get me in! Some birthday that would be... it would also just rub salt in the wound! I emailed the manager and was told there is no other recourse. There is a principle here and if need be I will get an attorney to fight for me on this.In todays economy this is robbery !Please reference confirmation order # ********.

  Business Response

  Date: 04/07/2023

  ************** Theatre will not authorize a refund.  At time of purchase, patron had to acknowledge the final sale policy as well as review and confirmation order information by checking a box.  Attached is the receipt that the customer received via email right after her purchase stating order information as well as final sale policy.

  Had patron contacted us prior to the performance, we would have exchanged for a different date.  Since the performance has played, as a courtesy, theatres offer a "past date" accommodation based on availability.  This was offered to the patron.

  Customer Answer

  Date: 05/11/2023

  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:

  Hi,

  Thank you for working on my issue. 

  
  

   I purchased these tickets through Tele charge as a gift, I wanted Saturday May 14 as  my husbands birthday is May 15th. I paid extra to get good seats center stage orchestra Row K seat 301 and 302. The play is in the city and we reside on Long Island the commute is also costly. When I looked at the ticket I printed on my computer on March 13th they reflected March 14th. 

  
  

  When I reached out in March to request help rectifying this ******************************(Telecharge customer service manager) advised me the only way to fix this was to call Telecharge after 12 Pm on a day we wish to attend after 3pm for an evening show the same day midweek-arrangements can not be made in advance and "ask" if past dated tickets can be honored. 

  Basically week after week play the lottery and if you win be ready to hop on a train during the work week and take the seats you get.

  
  

  This company Telecharge is a multi million dollar company. We are two hardworking seniors who work very hard to earn $400.00 this resolution is an insult. 

  
  

  Please help ** get replacement tickets for any date but tickets of equal value with time to plan for such a wonderful experience a gift to my hard working husband. 

  
  

  Thank you for your time. 
  
  

  Sincerely,

  *******************************

   

   

   

   

   

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

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

  Customer Answer

  Date: 05/26/2023

  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:

  Good morning! 

  Any updates on solving this issue?

  Maybe I should contact 7 on your side? 

  Please let me know how to proceed. 

  Thank you,

  ******** 

   

   

   

   

   

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

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

  Business Response

  Date: 05/26/2023

  The tickets purchased by the patron were for the performance date March 14, 2023. At the time of the purchase, the patron acknowledged that the order information was correct, including the date of the performance and that the purchase was non-refundable, by checking a box.  The patron did not contact the business (Telecharge), until after the performance date had passed. The patron had wanted to purchase tickets for the May 14, 2023 performance. Telecharge reached out to the venue (**************)  and the venue would not authorize a refund. However, the venue offered to past-date  the patrons tickets, meaning the patron must make arrangements with the venue on the day  of the performance and ask if the venue will honor past dated tickets for that evenings performance (which they will typically do if space is available) . We regret the patrons mistake as to the purchase date and are sorry that she finds the venues offer unacceptable; however, we do not set the venues policy and are not at fault in this transaction. 

• Initial Complaint

  Date:01/10/2023

  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 was trying to buy *********************** tickets during Broadway Week. I have been done this before and I understand that there can be a long line to get to the site and then request the tickets, if you get them at all, I waited for the queue and finally got the Telecharge selection page. After several attempts, I got tickets the I wanted. (No problem yet.) I selected the tickets I wanted and pressed buy. I thought. those tickets were mine. After waiting for the confirmation - I got thrown back into the select tickets page, I selected tickets again, signed into my Telecharge account, put my CC info in. checked the "terms" box and pressed to confirm and AGAIN I waited for confirmation, AGAIN I was thrown out and this time I was thrown back into the waiting room. where there is an hour wait.I understand there can be a wait to buy tickets - BUT why - once you select get to the point finally get the ***** and trying to paying for them - THEY ARE NOW GONE!

  Business Response

  Date: 01/11/2023

  Unfortunately, system interruptions caused our website to go down.  Patrons were unable to finalize their purchases. When the system recovered, seats that this patron was trying to purchase went back into inventory and was purchased by another patron.  It should be noted that the patron was not charged for the transaction that failed.
  
  

• Initial Complaint

  Date:01/02/2023

  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.

  On February 2nd, 2020, my mother and I purchased tickets through Telecharge using her debit card. The total was $551.00. *** attached a receipt with the pertinent information and our private information redacted. Due to Covid and other issues, we had to postpone our date for the show several times which is not my concern. On February 22nd, 2022, when I called Telecharge to change the date of our show, they asked that I purchase new tickets, and informed me that after purchasing the tickets they would refund my mothers card. I informed the agent that the bank that was once SunTrust was now Truist, and that the old debit card no longer existed. The agent assured me this did not matter and completed the refund transaction. I have included a receipt for the attempted refund on February 22, 2022. However, the funds never arrived in my mothers account. I called multiple times in the following weeks and the agents repeatedly told me to be patient and give it another month. We have confirmed multiple times with multiple Telecharge agents as well as managers at our local bank. Ive called telecharge several times a month since last February and still no resolution. I was told by Telecharge that the funds never bounced back. When an agent with our bank reviewed my mothers account, they could see objectively that the funds NEVER arrived in her account. This is Telecharges responsibility. The customer should not have to bear the weight of this mixup.My mother is owed $551.00 from Telecharge. If a manager from Telecharge would like to conference call with us and our bank manager so they can confirm my mothers money was never returned, fine. Whatever. But we need a resolution to this. This is unacceptable.

  Business Response

  Date: 01/04/2023

  Telecharge/******* issued the refund to the Mastercard ending in **** on February 22, 2022. The bank received the refund on February 23, 2022; were sorry for the mistaken messages about being patient; but we have confirmed with our card services processor that $551.00 was refunded to the bank by February 23, 2022.

  Customer Answer

  Date: 01/05/2023

  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]

   

   A manager at our local bank advised that the funds were not received on their end. I cant confirm if this is because of the change from SunTrust to Truist. However, they advised that the financial institution with which Telecharge does business needs to recall the funds so that Telecharge can issue us a check instead. This is information from our local bank. Im ignorant of how these things work but I just want the issue resolved. 

   

   

   

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

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

  Business Response

  Date: 01/18/2023

  Telecharge issued a refund to the customer's bank on February 22, 2022 which is the date the customer requested the refund.

  ********************** has confirmed with its credit card processor that the refund was received by the customer's bank as least as of February 23, 2022.

  Please note it is too late to recall the funds, as suggested by the customer's local bank manager as it is beyond the time period for recalls.

  If the customer is not receiving or has not received the refund because of an issue arising in the transfer of funds from SunTrust to Truist, then that is an issue for SunTrust and/orTruist to work out.

  Thank you.