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

Question

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

Last August, Ticketmaster emailed to say the concert scheduled 14 months ago had been officially canceled and to expect a refund to the card used for the purchase within 30 days. Knowing that a refund to my card would not be possible, I contacted Chase Bank to confirm that they had not received a refund for me.

I’ve contacted Ticketmaster via email, phone, and Twitter fan support and still don’t have a refund. I’m getting auto-responses and referrals to predefined refund information that doesn’t apply to me.

Twitter fan support asked for my address back in September, but I still don’t have a refund and they won’t answer any further questions from me. I would like to receive a check in the mail or proof of where they think I was reimbursed. — Barbara Evans, Lexington, Ky.

To respond

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

Elliott Advocacy is underwritten by International Citizens Insurance. International Citizens Insurance helps expats, travelers and anyone away from home find the right insurance plan. Our knowledgeable agents will help you find the best plan at the right price and will be your advocate for the duration of your policy.

My advocacy team sees issues like this from time to time. (See: United Airlines sent my refund to a closed account. What now?) This is usually a complicated back-office IT issue or a rigid company policy that insists that all Refunds must be made to the original form of payment (and no exceptions!). But of course, there must be exceptions, because sometimes the situation of customers changes, just like yours.

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

Ticketmaster should have offered you support and helped facilitate the refund for the concert. Instead, it sent you form responses or bots responded to you on Twitter. I hate Twitterbots that pretend to be human and also pretend to care about you. They are worse than outsourced call center assistants who read scripts. At least those reps on the phone were human and could recognize when a case was outside the normal boundaries of the support system. Robots can’t do that.

The good news: your refund for the concert is in progress

We list the names, numbers and email addresses of Chase executives in our Corporate Contact Directory.

I’m impressed with how you followed up on all the paperwork. It’s infuriating to read your paper trail. Ticketmaster has repeatedly promised you a refund for the concert. Then, after assuring you that the money was with your credit card, he deleted your tickets from his app, preventing you from contacting him further about your case.

I contacted 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’s done.