Show canceled: Couple turns to Action 9 for help with StubHub refund

CHARLOTTE — Richard Highland and his wife like jazz, musicals, and other performing arts, so they bought two tickets to the play, “Watch Him Fly.” The total cost was $112.

>>CLICK HERE for more Action 9 reports

“We found out that the show was canceled,” Highland said.

So, they asked StubHub for their money back.

“We were going back-and-forth with them for months trying to get our refund,” Highland said. “It wasn’t a significant amount of money, but it just came down to the principle of the thing.”

“I was watching your program one night, and I was seeing just the results you were getting, and we were getting so frustrated, my wife said, ‘Well, why don’t we give you a call?’” he told Action 9 attorney Jason Stoogenke.

Action 9 emailed StubHub. Highland says the company emailed him about five hours later,

“We are contacting you regarding your order [intentionally deleted] for ‘Watch Him Fly’ on 20 September 2025. I sincerely apologize for the delay and the inconvenience this situation has caused. I want to confirm that your refund has now been processed to your original payment method for the amount of $112.54. Please allow standard banking time for the funds to reflect in your account, depending on your financial institution. We appreciate your patience while we worked through this, and I am sorry again for the frustration this has caused throughout the process.”

StubHub emailed Action 9 a similar statement, saying, “Thanks for letting us know about this. Our customer care team let me know that as of today, a refund has been processed for Mr. Highland. He has been notified of the refund completion and advised to allow standard processing time for funds to reflect in their original payment method.”

“We contacted you and like almost overnight … they contacted us back and said it’s been resolved, and we’re going to refund your money,” Highland told Stoogenke. “All those months of doing that and one note to you and all of a sudden the money’s available all of a sudden.”

Advice no matter where you buy tickets: Use a credit card if you can -- it’s easier to dispute that way -- and be persistent.

©2026 Cox Media Group