Jana sent a message to Michael Rapino – President, Chief Executive Officer and Director of Live Nation Entertainment – Email Address that said:
Your company has made a significant error and I can not find a single soul to help me resolve it. Quite simply, I purchased nine tickets and my account was credited with only three. I have screen shots as well as a Ticketmaster supplied chat transcript with "Sydney" (one of your representatives via the "chat online" option) which all confirm my purchase. Thus far, I have been told I am a liar and laughed at. At current, Elaine Zambrana-Chavez (who claims she is as high as it gets in customer service with your corporation) is ignoring my emails and has given me a wrong direct line to contact her at. This situation is expensive and exhausting, please, help me resolve this!
You may find additional details below and evidence can/will be provided immediately upon request. Honestly, the evidence is undeniable and your corporation is already in possession of all of it. Thank you!
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ON MARCH 22, 2016, MY HUSBAND AND I PURCHASED A GATE PASS FOR ALL THREE COPA AMERICA GAMES IN SEATTLE ONLINE VIA TICKETMASTER. AS I HAVE HAD DIFFICULT EXPERIENCES IN THE PAST WITH THIS COMPANY I TOOK SCREENSHOTS THROUGH THE PROCESS; I HAVE EVIDENCE OF EVERY STEP OF THE PURCHASE PROCESS. OUR TRANSACTION WAS COMPLETED, WE RECEIVED CONFIRMATION AND AN EMAIL WITH A LINK TO OUR ORDER. I IMMEDIATELY CLICKED ON THE LINK AND REVIEWED MY ORDER AND FOUND IT TO BE PERFECT WITH THE EXCEPTION THAT THERE WAS NO INDICATION AS TO A DELIVERY DATE FOR OUR TICKETS VIA REGULAR MAIL. I IMMEDIATELY WENT ONLINE AND INITIATED AN ONLINE CHAT WITH A TICKETMASTER AGENT. "SYDNEY" THE AGENT WHO ASSISTED EXPLICITLY STATED - AND I HAVE A TRANSCRIPT FROM TICKETMASTER OF THIS CHAT - THAT WE WOULD RECEIVE THREE "3-GAME PACKAGES" TO THIS GAME VIA REGULAR MAIL. HOURS LATER ONCE MY SON CAME HOME - THE TICKETS WERE A SURPRISE FOR HIM - I RETURNED TO THE EMAIL, CLICKED ON THE SAME AFOREMENTIONED LINK AND REVIEWED OUR ORDER WITH MY SON. THIS TIME, HOWEVER, THE ORDER HAD BEEN ALTERED. PREVIOUSLY THE ORDER REFLECTED WHAT WE HAD PURCHASED THREE "3-GAME PACKAGES". NOW, THE ORDER SAYS WE PURCHASED THREE TICKETS TO A SINGLE GAME. I WENT SO FAR AS TO CHECK ONLINE AND SEE THAT OUE SEATS WE AVAILABLE FOR PURCHASE ONLINE FOR THE OTHER TWO GAMES. I IMMEDIATELY CONTACTED TICKETMASTER. THE FIRST MAN I SPOKE WITH TOLD ME WITHOUT HESITATION THAT I WAS WRONG, "YOU DIDNT PURCHASE A THREE GAME PACKAGE YOU BOUGHT ONE GAME," SO I ASKED FOR AN EMAIL ADDRESS SO HE COULD SEE MY SCREENSHOTS AND HE IMMEDIATELY INFORMED ME THAT I HAD ALTERED MY SCREENSHOTS WHICH OF COURSE I HAD NOT. I EXHAUSTED MYSELF TRYING TO DISCUSS THE ISSUE WITH THIS MAN AND FINALLY RESORTED TO ASKING FOR A SUPERVISOR. THE SECOND MAN THAT ATTENDED TO MY CALL INTRODUCED HIMSELF AS A SUPERVISOR BUT LATER IN OUR CONVERSATION ADMITTED THAT HE WAS NOT AND THAT HE HAD NO ABILITY TO RECTIFY THE SITUATION. AGAIN, I ASKED FOR A SUPERVISOR. AFTER BEING ON HOLD FOR SOME TIME - AT THIS POINT MY TIME COUNTER ON MY PHONE SAID I HAD BEEN TALKING AND ON HOLD FOR MORE THAN AN HOUR - MY CALL WAS ACCEPTED BY MS ELAINE ZAMBRANA-CHAVEZ WHO TOLD ME SHE WAS AS SENIOR AS IT GOT IN THE CUSTOMER SERVICE DEPARTMENT OF TICKETMASTER. ONCE AGAIN, I EXPLAINED THE SITUATION. MS ZAMBRANA-CHAVEZ WAS NO BETTER THAN THE OTHER TWO AND POSSIBLY WORSE. SHE ASKED ME IF I WAS SERIOUS AT ONE POINT AND WENT SO FAR AS TO SAY "EVEN IF OUR WEBSITE GLITCHES AND THIS IS WHAT IT SOLD YOU, HOW COULD YOU THINK YOUD ACTUALLY RECEIVE THAT FOR THAT PRICE?" TO BE HONEST, I HAVENT ANY CLUE OF THE VALUE DIFFERENCE BETWEEN THREE GAMES AND A SINGLE GAME FOR SPECIAL CUPS SUCH AS THIS ONE. I HAVE PURCHASED SOOCER TICKETS ALL OVER THE WORLD AND THIS WAS EXCEPTIONALLY EXPENSIVE, SO IN ALL HONESTLY IT MADE SENSE TO ME THAT THIS RPICE WAS FOR THREE-THREE GAME PASSES. AT ANY RATE. ELAINE FINALLY AGREED TO ACCEPT MY SCREENSHOTS AND "SHOW THEM TO HER I.T. DEPARTMENT AND LOOK INTO IT." SHE SAID SHE WOULD GET BACK TO ME IN THREE OR FOUR DAYS; THAT WAS THREE WEEKS AGO. ONE WEEK AGO I SENT HER ANOTHER EMAIL ASKING IF SHE WAS GOING TO BE SORTING THIS OUT AND I HAVE NOT RECEIVED ANY RESPONSE. I HAVE CALLED THE DIRECT LINE NUMBER SHE GAVE ME, ALSO, AND IT IS NOT A TICKETMASTER NUMBER - SHE LIED. THESE GAMES ARE AROUND THE CORNER AND OUR MONEY HAS BEEN PAID BUT WE ARE WITHOUT WHAT WE PURCHASED. THIS TYPE OF BEHAVIOUR IS ABUSIVE AND, FURTHER, ITS ILLEGAL. I REMAIN HOPEFUL THAT THE INDIVIDUALS I HAVE DEALT WITH THUS FAR ARE NOT REPRESENTATIVE OF THE WHOLE AND THIS PROCESS CAN FIND ME SOMEONE TO GET THIS ALL RECTIFIED.