Bought ticket on SeatGeek, transferred through AXS, denied entry after seller canceled it. Nearly a month later, still no resolution
I bought a ticket for an Olivia Dean concert through SeatGeek. The seller transferred the ticket to me through AXS, and it appeared normally in my AXS account.
When I arrived at the venue, I was still able to pull up the ticket and QR code. However, when venue staff tried to scan it, it wouldn’t work. They refreshed the ticket, and it suddenly disappeared from my AXS account. I was denied entry with the original ticket and had to purchase another ticket directly from a fellow concertgoer in order to attend the concert.
I contacted SeatGeek about the issue on July 19 and submitted the requested documentation for my claim, including the receipt for the additional ticket I purchased from the concertgoer.
I also contacted AXS directly to find out what happened to the original ticket. AXS later confirmed to me in writing that the seller canceled the ticket. I provided that documentation to SeatGeek as well.
It is now August 15, 27 days after I first contacted SeatGeek, and I still don’t have a resolution. I’ve now gone back and forth with four different SeatGeek representatives and have submitted everything they’ve asked for.
I even asked for the case to be escalated in hopes of finally getting a resolution, and today, I was asked to provide the receipt for my replacement ticket again, even though I had already submitted it on July 19, the same day I first contacted them.
At this point, I’m getting extremely frustrated because I’ve provided SeatGeek with everything they’ve asked for, including written confirmation from AXS that the seller canceled the ticket yet I feel like we’re going in circles. I was denied entry with the ticket, had to purchase a replacement ticket, and AXS has since confirmed in writing that the seller canceled the original ticket.
Has anyone dealt with a similar SeatGeek Buyer Guarantee claim, especially involving a ticket transferred through AXS that was later canceled by the seller? How long did it take to get a resolution or refund, and was there anything specific you did that finally got SeatGeek to resolve it?