Q: I recently bought tickets through StubHub for a j-hope concert, but a family emergency prevented me from attending. I immediately contacted StubHub and was assured by phone and email that I’d receive my $2,561 back.

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But StubHub then claimed my documentation was invalid and cited its “all sales final” policy. Agents gave contradictory instructions — some promised refunds, while others blamed my bank.

I’m stuck. One representative even accused me of lying about my payment method, despite providing bank letters. StubHub now says I’m ineligible for a refund and must resell the tickets. But the event passed months ago! How can a company promise a refund, demand documentation and then ghost a customer?

— Simone Zeno, Cary, N.C.

A: StubHub agreed to refund you for the tic

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