State authorities in Texas have opened an investigation into StubHub Inc after receiving dozens of complaints from buyers who said World Cup tickets they purchased on the resale marketplace never reached them.
Multiple fans reported buying tickets through the U.S.-based resale platform well in advance of matches, only to be notified hours before kickoff that their tickets could not be delivered. According to those buyers, StubHub’s promise to provide replacement tickets at no additional cost under its "FanProtect Guarantee" was not fulfilled in several instances.
StubHub did not provide a comment on the investigation itself. In a public statement, a company spokesperson said it was "working tirelessly to resolve ticket transfer issues and get every fan into their match." The spokesperson added: "Even a single bad experience is deeply disappointing for fans and for us. That’s why, in the rare instance that problems arise, our FanProtect Guarantee provides replacement tickets or a full refund."
StubHub has attributed the ticket delivery problems largely to issues with FIFA’s ticketing infrastructure. FIFA has rejected that characterization, stating that its system has operated reliably, creating a disagreement between the resale platform and the tournament’s governing body.
Texas Attorney General Ken Paxton described the investigation in a formal statement: "My office is investigating reports that StubHub is failing to deliver tickets that Texas fans have rightfully purchased." He added: "In many cases, attending a World Cup match is a once-in-a-lifetime experience. If StubHub is ghost ticketing Texans out of that experience, my office will use every tool available to hold them accountable and help fans who have been wronged."
Two Texas cities - Dallas and Houston - are host venues for the tournament, which is being staged across Canada, Mexico and the U.S. The Attorney General’s office has encouraged Texas residents who purchased World Cup tickets via StubHub and did not receive them to file complaints with the Office of the Attorney General’s Consumer Protection Division.
Separately, fans filed a proposed class action earlier this week against StubHub over problems tied to their World Cup tickets.
The article also referenced investment interest in the StubHub parent via the ticker STUB, noting promotional analysis that evaluates the company among alternatives. That promotional copy cited past performance of other stocks but did not provide new facts regarding the ticket-delivery issue.