Gephardt: Credit Card Dispute Complicates Ticket Refund For Cher Fan

Jan 11, 2021, 8:07 PM | Updated: 8:44 pm

SALT LAKE CITY, Utah – The pandemic canceled or postponed concerts across the country. While many fans have received refunds, others are still trying to get their money back.

Whenever we’re in a dispute with a vendor, retailer, or in this case, a ticket seller, our credit cards come with a powerful tool — the chargeback. It can get our money back when there’s trouble, but it can also give us a little more trouble. 

When Lee Quach learned that Cher, one of his all-time favorite performers, was coming to Salt Lake City, he ‘got tickets, babe.’

Quach found two Cher tickets available on third-party seller Vivid Seats for $744.80.

Vivint Arena was going to host a Cher concert last October until COVID-19 forced the concert to be postponed and then canceled. (KSL-TV)

When the concert was postponed due to COVID-19, Quach said he asked Vivid Seats for a refund.

“I asked for my money and they told me the concert isn’t canceled, so you can’t get a refund,” Quach said. 

Because the concert was merely postponed — no refund.

Quach contacted his credit card company, Discover, to dispute the charges. Discover sided with the ticket vendor writing to Quach, “we consider the transaction valid.”

Quach was out of luck until a few months later when the show was officially canceled. 

Even then, Quach found himself stuck in the middle. Vivid Seats said they can’t give him his money because he’s engaged in a dispute with Discover and Discover told Quach the dispute is closed. 

“I think maybe I made a mistake,” Quach said. “I want to know, where is my money?” 

Worried he may never get his money back for the canceled show, Quach decided it was time to call the KSL Investigators. 

KSL-TV reached out to both Discover and Vivid Seats on Quach’s behalf asking if someone could take another look at the situation. Vivid Seats responded with some good news for Quach: the very next day, Vivid Seats sent him a refund. 

Discover did not respond to the email. 

I took Quach’s situation to credit card expert Ted Rossman who said that credit card disputes can be a great tool when you’re ripped off, but they can also be tricky, especially when it comes down to something like the fine print of a concert ticket. 

“There’s a lot of nuances with these ticketing companies,” Rossman said. “This is really a gray area. My understanding is that a lot of it has to do with the venue or the team or the concert promoter, or really whoever’s putting on that event.”

Rossman’s advice: don’t ever start with a credit card dispute. Try to work it out with the merchant first — which is, of course, what Quach did.

KSL 5 TV Live

Top Stories

Matt Gephardt

fireworks injuries study...
Matt Gephardt

Study: More people need E.R. care after playing with fireworks

A report from the U.S. Consumer Product Safety Commission may throw a wet blanket on your 4th of July plans – or at least make you think about bringing a wet blanket with you just in case your family’s celebration adds to a troubling trend.
1 day ago
Peter Ingle talking to Matt Gephardt...
Matt Gephardt & Cindy St. Clair, KSL TV

Too risky to insure? Why your homeowner’s insurance could go up in smoke

There are good reasons for an insurance company to drop your homeowner’s coverage. But what happens when you’re dropped for something you have no control over? KSL Investigator Matt Gephardt went out to find: can they do that?
2 days ago
FILE - Credit and deposit cards on a computer keyboard. Electronic commerce, business. Online shopp...
Matt Gephardt

Gephardt Busts Inflation: Americans shy away from using credit cards abroad, missing out on best exchange rates

As COVID-19 wanes, travel agencies are seeing a massive spike in bookings as folks look to spread their wings and travel abroad.
5 days ago
KSL-TV's Matt Gephardt talks to the couple to see how this accident happen....
Matt Gephardt and Cindy St. Clair, KSL TV

Utah couple gets hit with sky-high surprise air ambulance bill

A perk of hitting that out-of-pocket max limit on your health insurance is usually, your insurance covers all other expenses for the year 100%. When a Highland couple continued to get bills, they asked KSL Investigator Matt Gephardt for help.
8 days ago
Bitcoin and other cryptocurrencies are all making news with wild up-and-down swings in value. (File...
Matt Gephardt and Sloan Schrage, KSL TV

Congress considers crypto legislation: What you need to know

It's been a rough year for cryptocurrencies. Prices reached record heights this past November, but by last week, crypto has lost $2 trillion of its market value. Now, there's a new plan for the Feds to regulate cryptocurrencies.
9 days ago
(KSL TV)...
Matt Gephardt

Gephardt Busts Inflation: Despite growing demand for digital coupons, most are still printed

Researchers found that 91% of all coupons are old-fashioned paper coupons. That’s a problem when you compare it to consumer demand.
12 days ago

Sponsored Articles

hand holding 3d rendering mobile connect with security camera for security solutions...
Les Olson

Wondering what security solutions are right for you? Find out more about how to protect your surroundings

Physical security helps everyone. Keep your employees, clients, and customers safe with security solutions that protect your workplace.
Many rattan pendant lights, hay hang from the ceiling.Traditional and simple lighting....
Lighting Design

The Best Ways to Style Rattan Pendant Lighting in Your Home

Rattan pendant lights create a rustic and breezy feel, and are an easy way to incorporate this hot trend into your home decor.
Earth day 2022...

How Are You Celebrating Earth Day 2022? | 4 Simple Ways to Celebrate Earth Day and Protect the Environment

Earth Day is a great time to reflect on how we can be more environmentally conscious. Here are some tips for celebrating Earth Day.
Get Money Online...

More Ways to Get Money Online Right Now in Your Spare Time

Here are 4 easy ways that you can get more money online if you have some free time and want to make a little extra on the side.
Lighting trends 2022...

Lighting Trends 2022 | 5 Beautiful Home Lighting Trends You Can Expect to See this Year and Beyond

This is where you can see the latest lighting trends for 2022 straight from the Lightovation Show at the Dallas World Trade Center.
What Can't You Throw Away in the Trash...

What Can’t You Throw Away in the Trash? | 5 Things You Shouldn’t Throw in to Your Trash Can

What can't you throw away in the trash? Believe it or not, there are actually many items that shouldn't be thrown straight into the trash.
Gephardt: Credit Card Dispute Complicates Ticket Refund For Cher Fan