Texas AG launches StubHub investigation after World Cup fans left without tickets

The Texas Attorney General has launched a formal investigation into StubHub Inc over widespread complaints that World Cup tickets purchased through the resale platform were never delivered to buyers, some of whom only discovered the problem hours before kick-off.

Attorney General Ken Paxton announced the probe in pointed terms. “My office is investigating reports that StubHub is failing to deliver tickets that Texas fans have rightfully purchased,” he said. “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.”

Buyers told Reuters that StubHub’s “FanProtect Guarantee” — which pledges replacement tickets at no extra cost when problems arise — allegedly went unfulfilled in multiple instances. The company declined to comment directly on the investigation but issued a statement saying it is “working tirelessly to resolve ticket transfer issues and get every fan into their match,” adding that its guarantee provides replacement tickets or a full refund in the rare event of problems.

StubHub has attributed the delivery failures primarily to issues with FIFA’s ticketing infrastructure. FIFA has denied that claim, stating its system has functioned reliably throughout the tournament.

The investigation follows a proposed class action lawsuit filed earlier this week against StubHub over similar ticket-related failures at World Cup fixtures. Dallas and Houston are both host cities for the ongoing tournament, which also spans Canada and Mexico, giving the Texas probe particular relevance.

The Attorney General’s office is encouraging Texas residents who purchased World Cup tickets via StubHub and did not receive them to file a complaint with its Consumer Protection Division.