StubHub review: Purchased ticket not delivered - fanprotect guarantee failure - repeated agent misrepresentations

I am submitting a complaint regarding StubHub order #645541066 for the Rush concert at the Kia Forum on June 11, 2026.

I purchased a resale ticket on June 10 and immediately received a link to accept the transfer. Instead of my concert ticket, the link briefly displayed tickets for an unrelated football game through SeatGeek, a third-party reseller that was never disclosed before purchase. Moments later, the transfer disappeared and showed as canceled.

Over the next 30+ hours, I spent hours on hold and spoke with multiple representatives (Cristianc, Jordan, Dan, Rudy, and others). Although I requested the option to cancel the order and purchase another ticket, I was told not to do so because the issue would be resolved. I was assured multiple times that if the seller failed to deliver, StubHub's FanProtect Guarantee would provide a comparable or better replacement ticket. Several representatives specifically confirmed that this meant a comparable or better seat location, not an inferior seat.

The seller never delivered the ticket. Despite repeated promises, none of the representatives who said they would call me back ever did. I was ultimately forced to leave for the venue without a valid ticket, relying on StubHub's assurances that FanProtect would protect me.

One hour before showtime, the only replacement options offered were seats far worse than my original purchase—one in the upper rafters and another behind the stage. When those options disappeared, I was told only a refund would be provided, despite comparable seats still being available for sale on StubHub at higher prices. A supervisor acknowledged that StubHub would not provide those tickets because of the higher cost.

As a result, I spent money on gas and parking, drove to the venue, missed the concert entirely, and wasted hours dealing with customer service. StubHub locked me into a transaction that failed, prevented me from obtaining another ticket, and failed to deliver the protection repeatedly promised under FanProtect.

I am happy to provide much greater detail but wanted to stay succinct here. I request that StubHub review the calls and chat records and provide appropriate compensation for this experience - a comparable ticket to my original purchase for tomorrow's final Rush performance in Los Angeles.