Consumer complaint received 2025-01-17 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA

Complaint narrative:
I purchased XXXX XXXX XXXX concert tickets via XXXX on XX/XX/year>. The tickets were for XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. About an hour after I purchased them, I received a notification requesting to transfer the tickets to my account, which I approved. I immediately moved the tickets into my XXXX wallet. Approximately a week later, I received an XXXX wallet notification that both my tickets were invalid. 

On XX/XX/XXXX, I received an email from XXXX Fan Support stating, Hello, The tickets that were transferred to you were acquired by a buyer who violated XXXX 's Terms of Use policy and as a result have been canceled. 
Order number XXXX If you have any additional questions, you will need to reach out to the person who transferred the tickets to you. 
XXXX XXXX XXXX. 
I received the same email again the following day, XX/XX/XXXX. 

Upon receiving the email on the XXXX, I immediately called XXXX where they informed me that I was sold stolen tickets, which is why the order was cancelled. I also contacted XXXX on XX/XX/XXXX via their online chat. 

Upon looking at my XXXX account, I was confused because there was a cancelled ticket order as well as a confirmed order for the same tickets. We immediately called USAA to file a chargeback due to the XXXX email I received, as well as XXXX reported to me that they never received payment for the tickets, though the charge was shown on our bank statement. 

In XXXX, USAA determined that our case was not eligible for the chargeback. So we moved forward in hopes that our tickets were valid, as XXXX reported to USAA that we would receive the tickets the day of the concert. 

The week of the concert, I never received a new email with updated tickets as they claimed. 

On Friday, XX/XX/XXXX, I still did not receive an email with tickets, however, I still had the original ticket bar codes in my XXXX account. My XXXX XXXX XXXX daughter and myself went to the venue in high spirits of attending the XXXX XXXX concert. When we went to scan our tickets, both tickets scanned red and said, invalid on the event scanners. The staff scanned the tickets multiple times then directed us to talk to the XXXX XXXX XXXX XXXX at XXXX XXXX The XXXX staff were able to see the tickets on my phone, and even in the XXXX account on their end. They changed a few settings and sent us through the scanners again ; the tickets continued to scan as invalid. The XXXX supervisor got involved and researched more into the issue. After an hour and my daughter being on the verge of tears, the supervisor returned and informed me that the tickets in my account are fraudulent. The XXXX then informed me that they do have a few tickets reserved for emergencies such as this, and she could sell me XXXX tickets and then I would dispute my original tickets with XXXX. I purchased the tickets from XXXX place for {$410.00} CAD and the new tickets were immediately texted to me at XXXX. Upon scanning the new tickets, they scanned easily and my daughter and I were able to enter the venue. 

After my daughter and I got through security, I texted my husband, XXXX XXXX, and asked him to contact XXXX to report that the tickets were invalid. When he called, the XXXX staff reported that he could see the tickets were invalid. He escalated our case and reported that we would receive an email with paperwork in a few days to process the refund. 

Since then, I have called XXXX on multiple occasions to get an update as I have not received any emails, updates, nothing. When I call, they will not transfer me to a supervisor nor will they give me a timeline or update. We are stuck in limbo and they are withholding {$5300.00} that I spent on tickets that XXXX sold me that were stolen and fraudulent. 
On XX/XX/XXXX, I emailed XXXX XXXX support via their email ( XXXX ) and never received a reply. 
On XX/XX/XXXX I contacted XXXX via their online chat. They confirmed that the original tickets ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) were scanned and used. XXXX followed up on our chat and called me XX/XX/XXXX at XXXX and confirmed the tickets were scanned and used. They reported to me that tickets sold outside of XXXX can be transferred, but any prior purchasers would still have access to scan them. Someone else who had the tickets previously, scanned in with the tickets before we did which is why they scanned as invalid. 
On XX/XX/XXXX, I sent another email to XXXX XXXX Customer Service Contacts including XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, and XXXX XXXX XXXX. This email was again, never responded to. 
On XX/XX/XXXX I contacted XXXX again via their online chat. The staff member, XXXX, requested formal documentation from our financial institution stating that the chargeback was cancelled. I asked him the purpose of needing the documentation. He stated, The refund wont be processed if the chargeback is still active in our system. I understand you mentioned its been cancelled, but its not reflected on my end. We need the formal statement to escalate the case to a higher team. Once they update the status of the account, we can proceed with the refund. I uploaded the USAA documents to the link he provided. XXXX then stated, Ive escalated the case. You will be informed via email when there are any updates. Please give them XXXX XXXX XXXX to provide further updates. Keep in mind, nobody that I spoke to previously ever mentioned needing these documents, and yet reported to me that they had escalated my case. 
On XX/XX/XXXX, I received the email from a XXXX Supervisor, XXXX, stating, Hello XXXX, I am reaching out in regards to your order number XXXX. These tickets were sent to you via transfer we also show that these tickets show scanned as entered. You had informed us that you were not able to enter the event due to the venue telling you that the tickets were invalid and they were scanned already. There is no telling how many times that these tickets were sent and anywhere down that line the barcode numbers could have been saved and used to scan. XXXX was able to scan first were able to use the tickets. That scenario and more happen all the time we can only guarantee entry if the tickets were bought directly from us. Hope this helped and you have a wonderful rest of your day! 

On Friday, XX/XX/XXXX, I still had not heard back from XXXX so I called them again and demanded to speak with a XXXX. For the first time in all my calls that I had made, they transferred me to a supervisor, XXXX XXXX She reported to me that they had not had enough time to complete their investigation. She reported she would give a call back on Monday or by Tuesday morning. XXXX ( Nor anyone else from XXXX ) ever contacted me regarding my claim or refund as they promised. 

XXXX fan protect policy states we will receive valid tickets or our money back. Tickets were transferred to me on XX/XX/XXXX, however, they were not valid and they were fraudulent. XXXX did not sell us valid tickets. I am now out the money of the original tickets, plus the new tickets XXXX XXXX was kind enough to sell me. XXXX did not email me within XXXX XXXX of the event with valid tickets as they reported to USAA that they would do. They took my money but did not provide the promised VALID tickets. They sold me tickets that were then used by someone else before I ever made it to the venue. 

I will attach screenshots of our new ticket purchase from BC Place with screenshots of the new tickets ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). I will attach a picture of my daughter and I, in addition to the BC Place seating map for the concert, where you can see that we were seated in section XXXX and NOT XXXX. I contacted XXXX and they confirmed that the original tickets ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) were scanned and used, which I will attach a copy of that email. 

The ticket purchase with XXXX is final only if they actually provide valid tickets! They did not, and they are not standing by their XXXX policy. Not only that, but they have yet to contact me according to their own stated timelines regarding my claim or refund. 

On XX/XX/XXXX, we re-opened our dispute with USAA and uploaded an additional XXXX documents of evidence of what we have been dealing with. This week, we received notification that our dispute has been officially closed and they reported there was not sufficient evidence to approve the chargeback. When my husband, XXXX XXXX, contacted USAA to speak to someone, they could not provide clarification on how there was not enough evidence, nor would they allow us to speak to anyone who reviewed our case, or someone higher up. If you review the documents, we have pictures from XXXX Chat reporting they would issue a refund, WHICH THEY NEVER DID. All they have done is give us the run around, and " escalate our case '' which does not go anywhere. They do not return calls. XXXX is a fraudulent company and USAA failed to protect us and our money as they're supposed to in situations such as this. We paid {$5300.00} for tickets that were fraudulent and neither XXXX nor USAA have done anything to help us.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation