No reply at all from Genesis concert ticket refund

I bought tickets for Genesis’s The Last Domino tour at the O2 in London last year but because of Covid it was postponed twice.

After it was rescheduled a second time I decided to sell my tickets as for health reasons it was going to be difficult for me to go.

I sold the tickets through the official seller AXS and was told the money would go into my nominated PayPal account within 10 working days of the concert happening. That was in March. Now it is two months later and I still have no cash.

I have emailed and emailed (there is no number to call). I’ve tried the website’s live chat but get cut off. I’m at my wits’ end as to what to do next.
DL
, Bromley

It was harder than it should have been for you to get your hands on the proceeds from the sale of the tickets. Despite AXS’s promise to offer a “simple customer journey” we had to go via a circuitous route to find someone to sort this out.

However, after we got through to customer services and raised a complaint in your name, AXS moved quickly. It thanked us for bringing the problem to its attention and contacted you directly to arrange the transfer of funds into your account.

The hold-up was blamed on a mix-up with multiple email addresses although you are not convinced that this was the root cause and are frustrated that your attempts to contact AXS went unanswered. Nonetheless, you are thrilled to have your £169 back, and are going to use the money to help pay for a holiday.

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