I was forced to sell £360 ACDC tickets after husband’s heart issue but Ticketmaster kept my cash – ‘error’ to know about

A COUPLE were forced to give up their tickets to see ACDC in July this year, but an error on Ticketmaster meant they were locked out of getting their £360 back for months.

Retiree Kath Sanders splashed out on the £360 tickets to the gig at Wembley Stadium for her husband’s 66th birthday and the pair couldn’t wait to see their favourite Aussie band.

The couple weren't able to get their money back for weeks until The Sun stepped in


The couple weren’t able to get their money back for weeks until The Sun stepped in

But it wasn’t to be, as in February he was diagnosed with a cardiac condition which meant he wouldn’t be able to attend.

Thankfully, Kath was able to flog the tickets at their retail value on Ticketmaster’s resale website, getting back her full £360 payment.

While the couple from South London were gutted to be missing out on the concert, they were relieved to have the cash back to spend on other things.

But when she came to withdraw the money from her Ticketmaster account, she encountered an unexpected issue.


Her old Ticketmaster account was registered under her former name before she married her husband, while her bank account was under a different name.

The website said she needed to go through a process of changing the name on her account before she could withdraw the money.

Companies often require you to change your name so it matches the name on your bank account before they allow you to transfer money under anti-money laundering regulations.

However, name changes are common and it’s important companies can help customers rectify any issues quickly.

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But in Kath’s case, when she tried to follow the steps to change her name, she encountered an error code, meaning she couldn’t confirm the name change and transfer her cash.

Assuming it was a problem with her laptop, Kath tried making the change on every device she could get her hands on.

She tried her phone, iPad and laptop and even tried using other people’s devices, but nothing would work.

And unhelpfully, Ticketmaster’s customer services team said it couldn’t help Kath until she had changed the name on her account, leaving her stuck in a loop and unable to get her cash.

Even when Kath repeatedly explained an error was stopping her from changing it, staff said they couldn’t figure out what was wrong and there was nothing they could do.

That’s when Kath asked The Sun to step in and help.

Who to tell if you change your name

EVEN in this day and age, changing your name can cause a litany of admin issues.

There are so many different accounts to remember to update and forgetting could cause you trouble down the line.

For example, companies and banks often require the name they have in their system to match the name on a bank account under anti-money laundering regulations, among other reasons.

So, if you’re trying to transfer money to your bank account and the names don’t align, this can raise red flags and block you from getting your cash.

Start by making sure you have all the documents in place such as your deed poll.

Then, update your passport, driving licence and all your utility accounts such as your electricity and water.

You’ll also want to notify your bank as soon as possible, as well as any other financial firms such as your insurer.

Your medical records will also need to be updated.

Then, move on to all your other accounts like loyalty cards and any others which are linked to your bank account.


When our consumer champion spoke with Ticketmaster, it couldn’t seem to identify what had caused the system error.

However, it swiftly contacted Kath and helped change the name on her account manually.

A spokesperson said: “Our team has reached out to Kath directly over email to assist her in updating the surname.”


Kath has now got back the £360 and is thrilled to be able to put the issue to bed and focus on her husband’s recovery.

“Thank you for your help with this matter, I really appreciate it,” she told The Sun.

How to contact our Squeeze Team

Our Squeeze Team wins back money for readers who have had a refund or billing issue with a company and are struggling to get it resolved.

We’ve won back thousands of pounds for readers including £22,000 for a man asked to pay back benefits to the DWP, £2,800 for a family who had a hellish holiday and £635 for a seller scammed on eBay.

To get help, write to our consumer champion, Laura Purkess.

I love getting your letters and emails, so do write to me at squeezeteam@thesun.co.uk or Laura Purkess, The Sun, 1 London Bridge Street, SE1 9GF.

Tell me what happened and don’t forget to provide your phone number so I can ring you if I need more information. Share with me any reference number the company has given you relating to your case, or any account name/number if you’re a customer.

Include the following line so I can go to the firm on your behalf: “I give permission for [company’s name] to discuss my case with Laura Purkess at The Sun”.

Please include your full name and location in your email/letter.