How to Force a Refund from AXS: Initiate a Chargeback Through Your Bank

How to get your money back from AXS ticket system UK though your  Bank

Buying tickets for an event should be simple and seamless, but when things go wrong, the process can quickly become frustrating. My experience with AXS highlighted some serious flaws in their system, but I was able to secure a refund despite their refusal to cooperate. Here’s a step-by-step breakdown of how to force a refund from AXS if you encounter similar issues.

My refund Experience with AXS

I purchased tickets for a show using the AXS app. While the tickets appeared in the app, there was no option to save or download them outside of the app. This seemed inconvenient, but I trusted that the app would function when I needed it.

On the night of the event, things took a turn for the worse. The AXS app suddenly stopped working, displaying persistent error codes. I tried everything to resolve the issue:

• Restarted my phone.
• Uninstalled and reinstalled the app.
• Checked my internet connection.

Despite all efforts, the app continued to fail. I had no way to access my tickets.

Step 1: Reach Out to AXS Support Immediately

I contacted AXS’s help desk as soon as I realized the app wouldn’t work. Here’s what I did:

• Called the support team: I described the issue and explained that I couldn’t access my tickets due to their app malfunction.
• Emailed screenshots: To provide evidence, I sent screenshots of the error messages and proof of my purchase.
• Followed all their troubleshooting steps: Despite trying everything they suggested, the app still wouldn’t function.

Their final suggestion? Drive an hour to the venue to “see if they’ll give you a paper ticket.” This wasn’t a viable solution for me, especially since they couldn’t guarantee I’d get entry to the event.

Step 2: Request a Refund

At this point, I asked AXS for a refund. My argument was simple:

• They failed to deliver the product I paid for (the tickets).
• Their app malfunctioned, preventing me from accessing the tickets.

However, AXS refused to issue a refund, even after acknowledging that I couldn’t use their service to access the tickets.

Step 3: Escalate the Issue

If customer support doesn’t help, escalate the matter:

1. Request to Speak to a Supervisor: Ask for a higher-level representative who has more authority to resolve the issue.
2. Reference Consumer Rights: Explain that their failure to provide the tickets is a breach of consumer rights. Highlight that you have evidence of their app’s failure and their refusal to resolve the issue.

Unfortunately, even after escalation, AXS refused to provide a refund.

Step 4: Initiate a Chargeback Through Your Bank

When AXS refused to cooperate, I turned to my bank for help. Here’s how I successfully secured a refund:

1. Collect Evidence
   • Screenshots of the AXS app errors and the email chain with customer support.
   • Proof of purchase, including your receipt or transaction confirmation.
   • Documentation showing AXS admitted to the issue but refused to refund you.
2. Contact Your Bank
   • Call your bank’s customer service or visit their online platform to request a chargeback.
   • Explain the situation clearly: AXS failed to deliver the tickets, and you were unable to attend the event due to their app’s malfunction.
3. Submit Documentation
   • Provide all the evidence you collected. This shows your bank that you made a good-faith effort to resolve the issue with AXS.

The bank reviewed my evidence and issued a chargeback, refunding the full amount I paid for the tickets.

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