Hank Investigates: Ticket Trouble

BOSTON (WHDH) - When Cathy and her pals in Leominster heard Janet Jackson was coming to town, they said we’re “All for You”!

And they just had to get tickets, so they went online, found seats at a ticket reseller, and couldn’t wait to be, you know, “Together Again!”

Cathy: “We’re all Janet’s age, so we thought this is gonna be great.”

In Peabody, Paula also scooped up tickets from a different online reseller, figuring she and her friends were ready for the “Escapade.”

Paula: “We were really excited!”

And in Boston, Lisa and her girls wanted to rock to “Rhythm Nation” with these tickets she bought from another site.

Lisa: “It was 600 for the 4 seats.”

But then their idol tweeted some life-changing news, “My husband and I are planning our family…”

The concert was postponed and no new date was set. Now here’s the real show stopper: Janet Jackson’s website says refunds are available. And the “official sellers” of tickets for this concert, Ticketmaster and the TD Garden box office, are giving refunds. But Cathy, Paula and Lisa bought from online third party resellers, which buy and resell people’s tickets.

When they all asked for refunds they were told no way. All three websites had the same bottom line in their terms and conditions: No refunds for postponed events. Since the concert wasn’t completely cancelled, they were out of luck.

Cathy: “It’s very frustrating.”

Paula: “I was really angry.”

Lisa: “It was very disappointing to get the answers that we got.”

We contacted all three reseller sites, and said, “Come on, it sure seems unfair to be stuck with tickets to a concert that’s indefinitely postponed.”

And soon after Cathy and Paula got refunds. And Lisa’s seller is “looking into it.”

State officials are too! Undersecretary John Chapman, Massachusetts Office of Consumer Affairs and Business Regulation: “The money should be refunded.”

And officials say they’re exploring ways to make that happen.

Hank: “Do you think you’ll take a look at this?”

Undersecretary John Chapman: “Absolutely.”

So here’s the bottom line, if you’re holding tickets to the postponed Jackson concert and you want a refund, the State’s Consumer Affairs office wants to hear from you. To contact the Massachusetts Office of Consumer Affairs and Business Regulation: http://www.mass.gov/ocabr/

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