Garth Brooks fans turn to Action 9 for help with ticket refunds

Last month, country music star Garth Brooks announced that he was canceling five of his upcoming tour dates, which included his Sept. 25 stop at Bank of America Stadium.

The Charlotte concert was originally scheduled for May 2, 2020, and had been rescheduled several times because of the pandemic.

In the news release announcing the cancellation, it stated that no action would be required by ticket holders to get a refund and that Ticketmaster would issue a refund to the original method of payment used at the time of purchase. But many Channel 9 viewers purchased tickets through other websites such as StubHub and where refund policies vary.

Initially, StubHub told Action 9′s Jason Stoogenke that, “in the event of cancellation, customers will automatically receive a coupon for of 120% the original ticket price. However, if they would like a refund to the original payment method instead, they can contact customer service and we will process the refund in 30 days and remove the 120% credit coupon.”

But Melissa Pollard contacted Stoogenke because she was having trouble contacting StubHub to request a refund. She said her group spent more than $1,200 on 10 tickets. Pollard doesn’t want the coupon, she wants the cash, but said she had trouble finding StubHub’s email address and getting through by phone.

Several other fans contacted Stoogenke, saying they had trouble contacting StubHub as well.

“I would go try to call but you cannot get through to anybody when you call,” Samantha Marshall told Stoogenke.

One fan said he finally got through, but that he “waited two hours holding the phone.”

Stoogenke contacted StubHub to find out if there was an easier way for customers to contact the company and found out that it had updated its refund policy. Now, StubHub customers can request a refund online by going to the StubHub Wallet and clicking on “Request Cash Refund.”

“I’m super excited. I mean it’s almost like $500 I’ll be getting back,” Marshall said.

If you choose to take the credit instead of a refund, the credit is good until December 31, 2022.

Tammy Whitley paid more than $740 for three tickets to the show on She said the company offered her 120% of the ticket price, but not a refund.

“Which sounds great, but I’m not a concert goer,” Whitley told Stoogenke. “It was just going to be a fun girls’ night. Family night out for us and it’s not going to happen. And that’s not their fault. It’s not Garth’s fault. It’s not our fault, but it’s not going to happen, so I’d just like my money back,” she said.

Stoogenke emailed the company on Whitley’s behalf and about 25 minutes later, she said it refunded her the full amount. uses PayPal, which told Stoogenke that “in the event that the event does not take place, PayPal customers should contact the ticket platform or the event organizer directly. When a PayPal customer buys and receives a ticket for an event through a ticket platform, the ticket is not covered by PayPal buyer protection as the purchased goods (in this case the ticket) has been delivered.”

Stoogenke says if you feel a ticket seller is doing something deceptive, contact Action 9 and file a complaint with the Attorney General’s office.

(WATCH: Action 9 helps woman get full refund from popular online retailer)