Consumer Protection B.C. has launched an investigation into complaints from soccer fans who did not receive World Cup tickets they purchased on StubHub. B.C. Attorney General Niki Sharma issued a statement on Friday, calling the situation “deeply concerning.”
Investigation launched after three complaints
Consumer Protection B.C., which independently administers B.C.’s Ticket Sales Act, confirmed it is investigating StubHub’s ticket selling practices to determine if the law has been broken. The investigation follows three complaints from consumers who did not receive their tickets.
“Major events like the FIFA World Cup 2026 should be an exciting experience and people should not have to worry about whether the tickets they purchased on StubHub will be honoured,” Sharma said.
StubHub responds
A spokesperson for StubHub declined to comment on Sharma’s statement, but the company provided an email statement. “The issues fans have experienced at this World Cup are largely transfer problems, not ticket problems,” StubHub said. “The event organizer’s own ticketing infrastructure, including a new app launched right before the tournament began, has had significant performance issues that have affected transfers across all resale platforms. We’ve responded by standing up a dedicated World Cup support team and expanding our capacity to source replacement tickets for affected customers.” The statement added that “getting fans to their matches” remains a top priority for the company.
Ticket Sales Act and past enforcement
The B.C. Ticket Sales Act bans selling tickets that a business does not own or control. StubHub is an online marketplace that connects buyers and resellers, and its website states that “every order is 100 per cent guaranteed” and that it ensures valid tickets or a buyer’s money back. Sharma noted that Consumer Protection B.C. has taken enforcement in the past, including reaching an agreement with StubHub to provide refunds to customers who did not receive clear and accurate information about their tickets for the December 2024 Taylor Swift concerts in Vancouver. “We will continue to monitor this situation to support consumers and better understand the issues being raised,” she said.
Consumers urged to contact Consumer Protection B.C.
Anyone who did not receive purchased tickets for the World Cup is encouraged to contact Consumer Protection B.C. While Sharma could not comment directly on the investigation, she said, “StubHub has publicly committed to honouring its refund guarantees to fans, I want people to know they may have options available to them if they have been affected.” More details are expected as the investigation continues.
