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Review 9/20/2011
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I had my banking security information compromised by STG's (Seattle
Theatre Group) ticketing service.
I was ordering tickets for an event at the Paramount Theatre. I used
tickets.com (STG's ticketing agency) to order the tickets.
I found out that each failed attempt to purchase a single ticket to
the event using my debit card was locking up the full purchase price,
causing hundreds of dollars in my checking account to be frozen.
I called tickets.com's customer service department about the issue and
for their assistance. After an amount of arguing I finally spoke to a
customer service associate (named Diane) who said she would need to do
a three-way conference call with my bank (Bank of America) to resolve
this issue.
Diane called Bank of America's customer support number with me on the
line and explained the situation to the bank. The Bank of America
representative said he would be happy to help me, but because of the
security questions that he would need answered, asked Diane to hang
up. She told me that she would be hanging up and that I should call
back into tickets.com's customer service line after I am done with my
call with Bank of America. And she hung up -- or so I thought.
I went ahead and answered the Bank of America security questions to
gain phone access to my account and they assisted me in managing the
erroneous tickets.com charges.
I then called back tickets.com's customer service department and
insisted they waive their convenience charge (as this buying process
was anything but convenient). The second tickets.com rep told me that
Diane had made a note in my account that clearly stated that she had
been listening in on my call with Bank of America. That note included
information that Diane would know only if she had stayed on the line
AFTER she said she hung up. Based on this note, she determined that
it was Bank of America's fault and would do nothing to waive the
"convenience" charges.
Tickets.com violated my financial privacy and security by listening in
on my call with the bank. This agent, unbeknownst to me, now had all
the information she needs to access my account anytime she wants. AND
tickets.com was unwilling to do anything to address this breach.
When I called back to follow up with a manager, she told me yet a different story and claimed that there were no records of my earliest interactions with the company.
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