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StubHub Told a Customer Her $1,400 Taylor Swift Tickets Didn’t Exist

  • Resale sites are duping fans clamoring for tickets to Taylor Swift’s Eras Tour.
  • One woman paid $1,400 for tickets that didn’t exist, and struggled to get a refund.
  • Swifties are no strangers to ticketing issues on sites like StubHub.

Taylor Swift fans are again struggling with access issues and fraud on ticket resale sites as they desperately try to snag tickets to the Eras Tour.

While Insider previously reported on a debacle with TicketMaster running out of tickets for the international tour, StubHub finds itself in the hot seat after fans have tried to buy tickets through the reseller site, only to be told they don’t exist.

NBC Los Angeles reported on an incident in which a California woman, Stefanie Klein, managed to purchase the in-demand tickets for her daughter to see the tour — with a whopping $1,400 price tag — only for StubHub to reach out to say the seller who she’d purchased from didn’t actually have the tickets.

Through StubHub’s Fan Protect Guarantee, which promises users a full refund plus 200% of their ticket purchase price if they are fooled by fake sellers, Klein believed she’d get her money back quickly.

But she didn’t and was thrust into a limbo of calling the site repeatedly and getting no help or solutions.

“This Fan Protect Guarantee did not protect me,” Klein told NBC Los Angeles. “I was given reason after reason, excuse after excuse after excuse. There’s nothing else I could get from customer service. I couldn’t keep calling. It was actually giving me high blood pressure, I couldn’t do it anymore. I couldn’t spend my precious time arguing and arguing over and over again.”

After NBC contacted StubHub to investigate the issue, Klein was offered her refund, but it remains unclear how many other fans are struggling to get their money back after being fooled by fakes online.

Representatives for StubHub and Taylor Swift did not immediately respond to Insider’s requests for comment.

While fans continue shelling out big bucks to get legitimate seats at the sold-out shows, some regret paying the astronomical price tags offered by resellers, Insider previously reported.

“I’m embarrassed I did it, I regret it, and I kind of just wish I had a nosebleed ticket,” a 31-year-old fan who paid $5,500 for seats told Insider. “Because I just don’t feel like giving in in this way to the resellers was the answer.”

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