A North Texas family’s dream of attending a World Cup match was almost dashed when they learned their tickets couldn’t be delivered. The family had purchased the tickets on a third-party platform, StubHub, in November as a Christmas gift for 15-year-old Cade Tolin, a huge soccer fan.

Ticket Trouble

About a week before the match, Tolin’s mom, Jennifer Stevens, received a notification from StubHub that the tickets were not available. The search for replacement tickets showed no other options, leaving the family worried that they would miss the opportunity to see their favorite team play.

Stevens said she and her husband spent hours on the phone with StubHub trying to resolve the issue, but to no avail. The family was on the verge of giving up when they contacted NBC 5 for help.

Resolution

After NBC 5 Responds got involved, StubHub’s Customer Care Team contacted the family and secured them tickets to the match. StubHub explained that many of the issues fans were facing were due to the event organizer’s poor technology infrastructure and newly announced transfer restrictions.

StubHub also stated that they take their responsibility to every fan who books through their platform seriously and have a FanProtect Guarantee in place to ensure that fans receive valid tickets or a full refund.

The family was relieved and grateful that the issue was resolved, and they were able to attend the World Cup match. Stevens advised other fans to be persistent and not give up if they encounter any issues with their tickets.

Original reporting: Dallas TX News (HLL/CB) — read the source article.