When Audrey Kessler sells her home in Ravenna, Ohio, the $75 monthly bill from Ohio Valley Waste for trash service doesn't stop. Even after she called, emailed, and filled out the company’s online form, the bills keep coming. How can she make them end?

When Paul Avron’s daughter buys Coldplay tickets from StubHub, she expects a memorable night out. But as the concert approaches, the tickets still haven’t arrived, and StubHub’s FanProtect guarantee seems to vanish. Can she get her money back?

Q: I’m hoping you can help me. My daughter purchased three tickets for a Coldplay show in Miami through StubHub months in advance for $1,027. On the day of the concert, the app showed the tickets were “being released.” But as showtime approached, nothing arrived. StubHub refunded the tickets.

My daughter called StubHub repeatedly, asking for replacement tickets. The last rep she spoke to refused, saying we’d have to purchase new tickets. He said there were tickets available for just $1 more than what we paid and sent a link. We clicked it and bought them with my Chase Bonvoy card, only to find out that they were $1,000 each — more than $3,300 in total. I disputed the purchase with my credit card and we did not see the show.

StubHub has refused to issue a refund. But if StubHub had provided the tickets my daughter purchased or offered real replacements, I wouldn’t be in this mess. Can you help me get my $3,300 back? — Paul Avron, Parkland, Fla.

A: StubHub’s FanProtect guarantee is supposed to give customers peace of mind when buying tickets on its resale platform. The company promises “valid tickets or your money back.” But as your experience shows, that promise can fall apart when tickets don’t show up and there’s confusion over pricing.

You did almost everything right. You contacted StubHub multiple times, escalated to executives in writing, and even involved your credit card company. Still, the company resisted refunding you, despite the fact that you never used the tickets and were clearly overcharged. 

I say "almost" because you purchased the nonrefundable replacement tickets quickly, and apparently without checking the full amount. Always, always double-check the total before pushing that "buy" button. Otherwise you could end up with three overpriced and unwanted concert tickets.

You have some consumer protections that might have applied to your situation. Under the Fair Credit Billing Act, you have the right to dispute unauthorized or incorrect charges with your credit card company. In cases like yours — where the charge was far higher than you expected — your card issuer is required to investigate and, if the dispute is valid, issue a chargeback. But StubHub did disclose the final amount, which is probably why your credit card company won't help. 

StubHub also operates under Florida’s ticket resale laws, which require clear disclosure of ticket costs and prohibit deceptive practices. Together, these protections give consumers powerful leverage when companies refuse refunds for undelivered or misrepresented tickets, especially when the company's own policy isn't working.

Sometimes, a brief, polite email to one of StubHub's executives (I list their names on elliott.org, my advocacy site) can help. Unfortunately, in your case, it did not. 

Your case is a reminder to double-check ticket prices before completing a purchase — especially in high-pressure moments like just before an event. It also shows the limits of “guarantees” from ticket resellers, which can fall short when inventory issues arise. In situations like this, documenting every interaction and escalating early is essential. And if that fails, a consumer advocacy group like ours can help hold companies accountable.

I reached out to StubHub on your behalf, forwarding your timeline, receipts, and correspondence. The company reviewed your case and agreed to reverse the charges. 

"We’re truly sorry this customer missed an event that was so meaningful to them," a representative told me. "When their original tickets were not delivered, we issued a full refund under our FanProtect Guarantee. We also refunded a second, accidental purchase — even though it didn’t qualify under our standard policy — to make things right. We know how important live experiences are and remain committed to supporting fans when things don’t go as planned."

 Christopher Elliott is the founder of Elliott Advocacy (https://elliottadvocacy.org), a nonprofit organization that helps consumers solve their problems. Email him at chris@elliott.org or get help by contacting him at https://elliottadvocacy.org/help/