Complaints about StubHub World Cup tickets under investigation in B.C.

File photo of people enjoying the FIFA World Cup atmosphere in downtown Vancouver. Photo by Jason Payne /PNG

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Consumer Protection B.C. has launched an investigation into complaints from soccer fans who didn’t receive World Cup tickets they bought on StubHub.

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B.C. Attorney General Niki Sharma issued a statement Friday, calling the situation “deeply concerning.”

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“Major events like the FIFA World Cup 2026 should be an exciting experience and people should not have to worry about whether the tickets they purchased on StubHub will be honoured.

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Sharma said she’s been told Consumer Protection B.C., which independently administers B.C.’s Ticket Sales Act, is investigating these complaints to see if the law has been broken.

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A spokesperson for StubHub declined to comment on Sharma’s statement.

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“The issues fans have experienced at this World Cup are largely transfer problems, not ticket problems,” StubHub said in an email.

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“The event organizer’s own ticketing infrastructure, including a new app launched right before the tournament began, has had significant performance issues that have affected transfers across all resale platforms. We’ve responded by standing up a dedicated World Cup support team and expanding our capacity to source replacement tickets for affected customers.”

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The statement added that “getting fans to their matches” remains a top priority for the company.

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Consumer Protection B.C. confirmed it is investigating the ticket selling practices of StubHub and whether it is in compliance with B.C.’s consumer protection laws after receiving three complaints of people not receiving their tickets.

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“While I cannot comment on this investigation directly, and StubHub has publicly committed to honouring its refund guarantees to fans, I want people to know they may have options available to them if they have been affected,” said Sharma.

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The law bans selling tickets that a business doesn’t own or control, she added.

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StubHub does not sell tickets, rather it’s an online marketplace that connects buyers and resellers. The company says on its website that “every order is 100 per cent guaranteed” and that it ensures valid tickets or a buyer’s money back.

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Anyone who didn’t receive purchased tickets for the World Cup is encouraged to contact Consumer Protection B.C.

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Sharma said Consumer Protection B.C. has taken enforcement in the past, including reaching an agreement with StubHub to provide refunds to customers who did not receive clear and accurate information about their tickets for the December 2024 Taylor Swift concerts in Vancouver.

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“We will continue to monitor this situation to support consumers and better understand the issues being raised,” she said.

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More to come …

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