viagogo

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Shonali's complaint against viagogo

Shonali Bhonsle-Allemand

19/06/2018

Viagogo - BTS tickets £299 each (x2) final bill was £2156

Complaint against viagogo

On Friday 01 June 2018 at 9am trying to purchase tickets for the BTS concert being held on Wednesday 10th October 2018, we had selected tickets for £299 each (x2) on Viagogo, when it came to the final screen to complete the tickets (x2) the final total came to £2156.00. The final breakdown (which then included the handling fee, booking fee (£700 per ticket) and VAT) only came after payments confirmation. Daylight robbery. On Friday 01 June 2018 at 9am trying to purchase tickets for the BTS concert being held on Wednesday 10th October 2018, we had selected tickets for £299 each (x2) on Viagogo, when it came to the final screen to complete the tickets (x2) the final total came to £2156.00. The final breakdown (which then included the handling fee, booking fee (£700 per ticket) and VAT) only came after payments confirmation. I contacted Barclaycard straight after to put a halt to this transaction: case number UKCD 180202451, which they did and they asked me to speak to Viagogo customer services directly, this was done both by phone and an email, both which were done on Friday 01 June 2018 around 10.05am. The Viagogo representative told me over the phone to send a copy of the order ID and proof of purchase to further investigate what went wrong. Their investigation was futile as I got a generic response on the 12 June 2018 of no further can be taken. Contacted Barclaycard on the 12 June 2018, to let them know the outcome of Viagogo investigation ( to date have spoken to Barclaycard everyday since Friday 01 June 2018, to give an update of the issue). The disputes team have been utterly useless as each member of the team gave me different information on a daily basis and was constantly reassured not to worry as Barclaycard would fight and protect its customers. I was also informed on 12 June 2018 by XXXXXX that that case had been closed by Barclaycard - as Viagogo were legally above board and an official letter should have been sent to my home address . I complained that I was never informed of the outcome, and the case was subsequently reopened and Barclaycard have sent forms for me to provide evidence. Escalated the issue as I was deeply unsatisfied with how Barclaycard mishandled and misinfomed me of the procedure as no action had been taken under Section 75 of the Consumer Credit Act; spoke to area lead member in Barclaycard 13th June 2018 who said really there was nothing they could do. Expecting a phone call for my complaint about being misled within the next 48 hours. ( No one has contacted me back to date). Spoke to Citizens Advice 13th June 2018 reference 14915134- who said the could not advise as Viagogo are governed by Swiss law, but could only report to Trading Standards. Please could you kindly look into this issue as it has become very distressing and a large sum of money lost as we were duped by false prices and advertising. Any guidance or further escalation would be highly appreciated.

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