How will this consumer get a concert refund if she canceled her credit card?

I canceled my credit card, so how will I get my concert refund?

At the same time BTS canceled their world tour, Barbara Evans canceled the credit card she used to buy tickets to the show. That’s a problem since Ticketmaster will only refund the concert to the original form of payment. So will she ever see the money again?

Question

In early 2020, I bought tickets to the BTS Map of the Soul Tour for June. I used my Chase Visa to make the purchase. After the pandemic started, I canceled this Chase travel card.

This August, Ticketmaster emailed to say the concert scheduled for 14 months ago had officially been canceled and to expect refunds to the card used to purchase within 30 days. Knowing a refund to my card would not be possible, I contacted Chase bank to confirm they didn’t receive a refund for me.

I’ve reached out to Ticketmaster by email, phone, and Twitter fan support and still have no refund. I get auto responses and referrals back to canned information on refunds that don’t apply to me.

Twitter fan support did ask for my address in September, but I still have no refund and they will not respond to any additional questions from me. I would like a check mailed to me or proof of where they believe I was refunded. — Barbara Evans, Lexington, Ky.

Answer

This is a refund case with an interesting twist. I think you would have received your concert refund by now if you hadn’t canceled your Chase Visa.

My advocacy team sees problems like this from time to time. (See: United Airlines sent my refund to a closed account. What now?) It’s usually a complicated back-office IT issue or a rigid corporate policy that insists all refunds must be made to the original form of payment (and no exceptions!). But of course, there have to be exceptions, because sometimes customers’ circumstances change, as yours did.

(By the way, I’m not going to make fun of you for buying tickets to a BTS concert. My teenagers are horrified when I open my BTS playlist in the car. What’s wrong with them?)

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Ticketmaster should have offered you some support and helped facilitate the concert refund. Instead, it sent you form responses or had bots answer you on Twitter. I loathe the Twitterbots that pretend to be humans and also pretend to care about your case. They are worse than the script-reading, outsourced phone center support workers. At least those phone representatives were human and can recognize when a case fell outside the normal bounds of the support system. Bots can’t do that.

The good news: Your refund for the concert is on its way

We list the names, numbers, and email addresses of Chase executives in our company contacts directory.

I’m impressed with the way you kept track of all the paperwork. It’s maddening to read your paper trail. Ticketmaster repeatedly promised you a refund for the concert. Then, after it assured you that the money was with your credit card, it deleted your tickets from its app, effectively disallowing you from contacting it further about your case.

I reached out to Ticketmaster on your behalf. A representative contacted you promptly and promised to send you a refund check for the canceled concert in six to eight weeks. And this time, it did.

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