Action 9 helps couple get ticket refund for postponed show

BELMONT, N.C. — A Belmont couple ended up needing Action 9 to help get a refund for a Broadway musical that was postponed in Charlotte.

Vicki Malz says she and her husband bought four tickets to the musical “Dear Evan Hansen” last year.

“It was about $1,500,” she told Action 9′s Jason Stoogenke. “But we heard that this play was worth it.”

However, the show was postponed.

Malz had purchased the tickets through Vivid Seats. The company’s policy says that if an event is canceled, a refund is issued. If an event is postponed, you don’t.

Malz says she checked to see if the musical was going to be rescheduled because she felt like it was postponed indefinitely which, to her, seemed the same as it being canceled. In other words, she thought she deserved a refund.

“There should be some sort of expiration date where they say, ‘OK, we have no idea what we’re doing as far as rescheduling so let’s just go ahead and cancel,’” Malz said.

She says her credit card company would not help, but Action 9 did. Stoogenke emailed Vivid and about two weeks later, Malz says she got her money back.

“I felt really good. I didn’t like waiting the nine months. (I) could have had a baby in that amount of time, but I’m glad that they finally resolved it,” she said.

Vivid Seats emailed this statement to Action 9:

“Vivid Seats is committed to providing the industry’s best ticket purchase experience, all backed by a 100% Buyer Guarantee, and we can confirm that Ms. Malz has received a full refund. Orders placed for postponed shows are considered valid while event organizers work to reschedule. All Vivid Seats customers receive refunds or credit options if the status of a postponed event changes to cancelled.”

Advice from Action 9:

— Different vendors have different rules.

— Always check the email address you used to buy the tickets and your spam folder because there may be important information sent to you.

— If you can’t get results, contact the North Carolina attorney general and Action 9.

(Watch below: Action 9 helps Mooresville woman get refund after flight cancellation)

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