I've been in contact with several StubHub agents in the past few days about order numbe...

GetHuman3462861's customer service issue with StubHub from August 2019

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The issue in GetHuman3462861's own words
I've been in contact with several StubHub agents in the past few days about order number *********.**Briefly, because of a misunderstanding on my part and a change of plans, I was unable to supply the * tickets that I had posted on the site. As a result, StubHub cancelled the transaction and it is my understanding that they "took care of the buyer" (in the words of the StubHub agent) at an undisclosed cost in time and money.**When the sale was cancelled, I was assessed a penalty of $***, as directed by the clause on page ** of the StubHub user agreement:**"If you dropped your sale, StubHub will charge your payment method an amount equal to the greater of (i) **% of the price of the ticket(s) sold or (ii) the full amount incurred by StubHub to remedy the dropped sale."**When I first spoke to StubHub agent Aisha about this penalty, and explained that I felt comfortable in fulfilling my responsibility to StubHub and the buyer to cover the amount incurred to remedy the dropped sale, I explained that I was not comfortable in being punished with a **% penalty for my mistake. Aisha told me that, in the past, StubHub had sometimes forgiven this penalty, and that after the sale had been cancelled, I should call again and ask for the penalty to be waived.**Of course, I would not expect StubHub or the buyer to lose money because of my mistake. I take my responsibility for my mistake very seriously, up to and including compensating the company and the buyer for their losses.**However, it is clear that whatever the difference is between the amount incurred by StubHub to remedy the dropped sale (if there indeed was any cost) and $*** is purely punitive. I am not comfortable with this punishment.**Today, I spoke with customer agent Topher who was unaware of a policy of forgiveness. He connected me with his supervisor Kaylee who told me that she would abide by the user agreement and was not willing to make any effort to forgive the punitive charge. She would not direct me to anyone who had the authority or who was willing to forgive the punitive charge. I was disappointed by her dismissive nature and her dogged adherence to the user agreement at the expense of a sense of fairness and compassion. She suggested that I put my request in writing.**I am requesting that someone with the authority to waive this punitive fee looks at this case and lets me know whether they would be willing to forgive my mistake and to refund whatever part of the $*** penalty is meant to be a punishment.**As a teacher and parent, I understand the importance of teaching young people to understand and abide by the rules we set. However, I know that everyone makes mistakes. Sometimes they are wilful, but much more often they are innocent and careless. And whenever possible, I try to give people -- my kids, my students, members of my community and beyond -- the opportunity to atone for their mistakes and to learn from them. I question the value of any punishment that goes beyond the remediation of an error and the compensation of someone who has been hurt or inconvenienced.**I have learned a lot about StubHub recently. I know a lot more now than I did when I logged in a few days ago in hopes of selling some festival tickets. I am confident that I would not be capable of making the same mistakes using this service as I did recently. And for that learning opportunity, I thank you. However, beyond covering any costs to StubHub or the ticket buyer, I feel that a significant financial penalty to me is counterproductive. It negatively affects my sense of self-worth as well as my belief that forgiveness is possible.**I hope that this message will be forwarded to the person in your organization who has the greatest responsibility and authority to deal with matters of this nature. If it is not possible for you forward it, I would request that you send me contact information so that I can explain my case personally.**Thank you very much for your attention. **Peter Steed

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Customer service issue
Reported by GetHuman3462861
Aug 21st, 2019 - 4 years ago
Not resolved
Seen by 12 customers so far
Similar issue to 3859 others
0 customers following this


GetHuman3462861 started working on this issue
Aug 21st, 2019 11:04pm

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