The Texas Attorney General has launched an investigation into StubHub Inc following numerous complaints that World Cup tickets purchased through the resale platform were never delivered.
The probe comes after reports surfaced last month of fans who bought tickets months in advance, only to discover hours before their matches that the promised entry could not be provided.
Buyers told Reuters that StubHub’s “FanProtect Guarantee”, which pledges replacement tickets at no extra cost, allegedly went unfulfilled in these instances.
While StubHub declined to comment directly on the investigation, a spokesperson issued a statement asserting the company is “working tirelessly to resolve ticket transfer issues and get every fan into their match.”
The statement added: “Even a single bad experience is deeply disappointing for fans and for us. That’s why, in the rare instance that problems arise, our FanProtect Guarantee provides replacement tickets or a full refund.”
StubHub has attributed the problems primarily to issues with Fifa’s ticketing infrastructure, a claim the global soccer governing body has denied, stating its system has functioned reliably.
“My office is investigating reports that StubHub is failing to deliver tickets that Texas fans have rightfully purchased,” Attorney General Ken Paxton said. “In many cases, attending a World Cup match is a once-in-a-lifetime experience. If StubHub is ghost ticketing Texans out of that experience, my office will use every tool available to hold them accountable and help fans who have been wronged.”
Dallas and Houston are among the US host cities at the ongoing tournament, which also spans across Canada and Mexico.
The Texas Attorney General’s office is encouraging residents who bought World Cup tickets via StubHub and did not receive them to file a complaint with its Consumer Protection Division.
This development follows a proposed class action lawsuit filed earlier this week against StubHub over similar ticket-related issues for World Cup games.
The round of 16 is due to get underway on Saturday, with Canada taking on Morocco before France face Paraguay. There are two more mouthwatering games on Sunday, as Brazil will play Norway followed by co-hosts Mexico against England at the iconic Azteca Stadium.
