Home & Away Entertainment

[redacted] tried to purchase a parking pass for an Eagles Game at data-term="goog_ [redacted] " tabindex="0" 1:30AM on the day of the event The credit card she tried to use was flagged for no address verification The card she tried to use was pre-authorized but not charged She did this twice because I see pre authorizations Unfortunately there is a lot of credit card theft out there these days and for her protections and ours if the address does not match we cannot process an online order Especially when it is ordered the day of the event We have gotten many fraudulent orders where someone tries to order tickets he day of an event We always err on the side of caution when this happens because if someone had stolen her credit card and bought that seat and went to the game the same day there would have been no way to undo that The ticket would have been already used Normally we would be able to fill the order, but with it being the day of the game and such a high demand that was our last ticket and it was bought by someone else As far as payments go, both pre authorizations would have been put back on the credit card(it can take up to business days depending on the issuing credit card company/bank) If this has not happened she needs to contact her bank If there are any issues there I would be happy to assist her and provide documentation on the matter Furthermore she was refunded an additional $on August 20th because she had not gotten the original pre authorizations back So in the end she got an additional $for her troubles I am aware she was frustrated and I apologize for the situation, but our intention was to protect the customer Again if there are any further issues or she did not get all of the money back that I stated I will be more than willing to work with her credit card/bank to resolve this Just call our main number ###-###-#### and ask for Mark

Below is complete description of how the conversation unfolded with Mr*** and *** Ticket Office. On June 9th Mr*** did receive a phone call from me explaining the suite he ordered in October was not available at this time, but I explained to him that I would continue to work on it for him He asked for a complete refund at the end of the phone call, which I refunded immediately On Monday June 13th just a few days later I had called Mr*** and explained to him that I was able to reserve a club suite for him and his guests He declined to accept the suite because it wasn’t a lower level suite At 12:00pm the next day June 14th I called Mr*** and explained I had secured him a lower level suite (exactly what he ordered) and he accepted the suite at 12:09pm We agreed upon the same price and confirmed the credit card that he wanted to use At 12:27pm not even minutes later Mr*** had sent me a text message and explained his son had purchased club level seats (that he didn’t know about) and he needed to sell them before he could move forward with the suite He asked if I’d be willing to sell the tickets he purchased and I explained I was not interested in buying his tickets Mr*** got back to me the next day (June 15th) and said he did not sell his club level seats At that point I had no choice but to sell the suite to another client I went above and beyond to help this client I explained out of the gate that I would continue to work on this for him, which I did I offered him two different suite options which ultimately he decided not to purchase. I hope this clears up everything with Mr*** & *** Ticket Office. Jacob PC***VP of Sales | *** Entertainment Group

Below is complete description of how the conversation unfolded with Mr*** and *** Ticket Office. On June 9th Mr*** did receive a phone call from me explaining the suite he ordered in October was not available at this time, but I explained to him that I would continue to work
on it for him He asked for a complete refund at the end of the phone call, which I refunded immediately On Monday June 13th just a few days later I had called Mr*** and explained to him that I was able to reserve a club suite for him and his guests He declined to accept the suite because it wasn’t a lower level suite At 12:00pm the next day June 14th I called Mr*** and explained I had secured him a lower level suite (exactly what he ordered) and he accepted the suite at 12:09pm We agreed upon the same price and confirmed the credit card that he wanted to use At 12:27pm not even minutes later Mr*** had sent me a text message and explained his son had purchased club level seats (that he didn’t know about) and he needed to sell them before he could move forward with the suite He asked if I’d be willing to sell the tickets he purchased and I explained I was not interested in buying his tickets Mr*** got back to me the next day (June 15th) and said he did not sell his club level seats At that point I had no choice but to sell the suite to another client I went above and beyond to help this client I explained out of the gate that I would continue to work on this for him, which I did I offered him two different suite options which ultimately he decided not to purchase. I hope this clears up everything with Mr*** & *** Ticket Office. Jacob PC***VP of Sales | *** Entertainment Group

[redacted] tried to purchase a parking pass for an Eagles Game at
data-term="goog_[redacted]" tabindex="0" "border-bottom-width: 1px; border-bottom-style: dashed; border-bottom-">1:30AM on the day of the event. The credit card she tried to use was flagged for no address verification. The card she tried to use was pre-authorized but not charged. She did this twice because I see pre authorizations. Unfortunately there is a lot of credit card theft out there these days and for her protections and ours if the address does not match we cannot process an online order. Especially when it is ordered the day of the event. We have gotten many fraudulent orders where someone tries to order tickets he day of an event We always err on the side of caution when this happens because if someone had stolen her credit card and bought that seat and went to the game the same day there would have been no way to undo that The ticket would have been already used. Normally we would be able to fill the order, but with it being the day of the game and such a high demand that was our last ticket and it was bought by someone else. As far as payments go, both pre authorizations would have been put back on the credit card(it can take up to business days depending on the issuing credit card company/bank). If this has not happened she needs to contact her bank. If there are any issues there I would be happy to assist her and provide documentation on the matter. Furthermore she was refunded an additional $on August 20th because she had not gotten the original pre authorizations back. So in the end she got an additional $for her troubles. I am aware she was frustrated and I apologize for the situation, but our intention was to protect the customer. Again if there are any further issues or she did not get all of the money back that I stated I will be more than willing to work with her credit card/bank to resolve this. Just call our main number ###-###-#### and ask for Mark

[redacted] tried to purchase a parking pass for an Eagles Game at 1:30AM on the day of the event.  The credit card she tried to use was flagged for no address verification.  The card she tried to use was pre-authorized but not charged.  She did this twice because I see 2 pre...

authorizations.  Unfortunately there is a lot of credit card theft out there these days and for her protections and ours if the address does not match we cannot process an online order.    Especially when it is ordered the day of the event.  We have gotten many fraudulent orders where someone tries to order tickets he day of an event.  We always err on the side of caution when this happens because if someone had stolen her credit card and bought that seat and went to the game the same day there would have been no way to undo that.  The ticket would have been already used.  Normally we would be able to fill the order, but with it being the day of the game and such a high demand that was our last ticket and it was bought by someone else.  As far as payments go, both pre authorizations would have been put back on the credit card(it can take up to 5 business days depending on the issuing credit card company/bank).  If this has not happened she needs to contact her bank.  If there are any issues there I would be happy to assist her and provide documentation on the matter.  Furthermore she was refunded an additional $30.68 on August 20th because she had not gotten the original pre authorizations back.  So in the end she got an additional $30.68 for her troubles.  I am aware she was frustrated and I apologize for the situation, but our intention was to protect the customer.  Again if there are any further issues or she did not get all of the money back that I stated I will be more than willing to work with her credit card/bank to resolve this.  Just call our main number ###-###-#### and ask for Mark.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: if this business had purchased the suite a year ago when I paid them for it none of this would have happened. That's no way to treat customers. I am told by others that this is a regular occurance. 
Regards,
[redacted]