u/Jmdru

I bought tickets through StubHub to see one of my favorite bands, Biffy Clyro, in Washington, DC. The band had to postpone the show because of a U.S. visa issue. I waited for a new date to be announced, but eventually the show was officially canceled.

I’ve now spent months trying to get StubHub’s customer support to understand that the show was canceled (not postponed) even after the seller confirmed it with StubHub and they confirmed it via email. Despite that, they still haven’t updated the status from “Postponed” to “Cancelled,” and I haven’t received a refund.

All I’ve gotten are runarounds saying they’re “waiting for an update from the internal team.” Every time I call or email, I get a different person who clearly doesn't take the time to read the previous notes (if there are any).

This has been going on since March with no resolution, and I’m starting to worry I’ll never get my refund.

Has anyone else gone through this? Is there a different department I can contact that’s actually capable of resolving this, instead of the generic customer service loop?

P.S. StubHub, if you’re reading this: your customer service is terrible.