StubHub System Error Charged Me for 7 Shakira Tickets Instead of 1

I am writing to report a serious purchasing error that occurred on the StubHub platform while I was attempting to buy tickets for Shakira's concert in Egypt scheduled for November 28, 2026.

While making my purchase, I selected only one ticket. However, during the payment process, the website repeatedly displayed error messages and prevented me from completing the transaction successfully. Because the system appeared to be malfunctioning, I reasonably believed that the purchase had not gone through and attempted the transaction again.

When I retried, I discovered that although I had never changed my original selection of one ticket, the system had somehow increased the quantity to seven tickets. Due to the confusion created by the repeated payment errors and system malfunction, the transaction was ultimately completed for seven tickets instead of one.

As a result, approximately ₺95,000 was charged to my credit card for seven tickets, even though my intention from the beginning was to purchase only a single ticket.

The moment I realized what had happened, I immediately contacted Garanti Bank on the evening of May 18, 2026, and formally disputed the transaction. I subsequently visited my bank branch and submitted the necessary documentation. My dispute remains under review by the bank.

At the same time, I contacted StubHub and explained the situation in detail. Despite the fact that the additional six tickets resulted from what appears to be a system malfunction beyond my control, I was informed that no refund would be issued. Instead, StubHub advised me that I should attempt to resell the extra tickets myself. The same position was later repeated to me in writing by email.

I find this response unacceptable. The purchase of six additional tickets was not the result of a change of mind, a mistaken selection, or any action intentionally taken by me. The issue arose because of repeated payment errors and a system malfunction that altered the quantity of tickets without my authorization.

As a customer, I should not be held financially responsible for a technical problem that occurred on the platform. Requiring me to resell tickets that I never intended to purchase places the burden of StubHub's apparent system failure entirely on me.

I respectfully request that StubHub immediately investigate this transaction, cancel the six excess tickets that were added without my approval, and refund the amount charged for those tickets. If cancellation is not possible, I request a full refund of the excess amount paid as a result of this error.

I also request a written explanation regarding how the ticket quantity changed from one to seven despite my selection remaining unchanged, and why a refund has been refused despite the clear indication of a system-related issue.

I expect this matter to be treated urgently and resolved fairly so that I am not forced to bear a financial loss caused by circumstances entirely outside my control.