The Texas Attorney General’s office announced Friday it has opened an investigation into StubHub Inc., following a flood of complaints from World Cup fans who paid for tickets through the resale platform but never received them.
Reuters reported last month on fans who had purchased World Cup tickets through the U.S.-based resale site well in advance of their matches, only to find out just hours before game time that their tickets could not be delivered. Several buyers said StubHub’s so-called “FanProtect Guarantee” — which promises replacement tickets at no additional charge — was never honored.
StubHub declined to comment directly on the investigation, but a company spokesperson released a statement saying the company was “working tirelessly to resolve ticket transfer issues and get every fan into their match.”
“Even a single bad experience is deeply disappointing for fans and for us. That’s why, in the rare instance that problems arise, our FanProtect Guarantee provides replacement tickets or a full refund,” the statement continued.
The company has previously pointed to problems with FIFA’s ticketing infrastructure as the root cause of the delivery failures. However, the international soccer governing body pushed back on that claim, stating its ticketing system has been functioning reliably.
Attorney General Ken Paxton addressed the situation directly, saying: “My office is investigating reports that StubHub is failing to deliver tickets that Texas fans have rightfully purchased.”
Paxton added, “In many cases, attending a World Cup match is a once-in-a-lifetime experience. If StubHub is ghost ticketing Texans out of that experience, my office will use every tool available to hold them accountable and help fans who have been wronged.”
Two Texas cities — Dallas and Houston — are serving as host venues for the tournament, which is being held across Canada, Mexico, and the United States.
The Attorney General’s office is urging Texas residents who purchased World Cup tickets through StubHub and did not receive them to submit a complaint to the Office of the Attorney General’s Consumer Protection Division.
Separately, a group of fans filed a proposed class action lawsuit against StubHub earlier this week related to ticket delivery problems for World Cup matches.
