Olivia Rodrigo fans report ticket problems at Philadelphia concert

PHILADELPHIA (WPVI) -- Some Olivia Rodrigo fans say they were unable to attend the singer's Philadelphia concert as planned after their tickets disappeared - or they found other ticket holders already in their seats.

Consumer reporter Nydia Han said she contacted both Ticketmaster and StubHub, and both companies are working to resolve the issues for affected customers.

Alexa Collins of Wilkes-Barre said she purchased four tickets for Saturday's concert after winning a special lottery that gave fans the opportunity to buy face-value tickets recovered by Ticketmaster after identifying purchases that violated sales rules.

"I bought four tickets for me and my friends to the Olivia Rodrigo show. We were so excited to go," Collins said.

Collins said she paid for the tickets immediately after purchasing them.

"I paid for them right away. They sent them over to my account right away, August 28th," she said.

The four tickets cost nearly $500. Collins said she drove from the Scranton area while her friends traveled from Allentown.

But while traveling to the concert, Collins said she discovered that two of the tickets were no longer in her Ticketmaster account.

"On the way down to the concert was when we discovered that two of our tickets were missing," she said.

Collins said she immediately contacted Ticketmaster and called multiple times seeking help.

"They told me that they had escalated the case and that we will be hearing back from the Ticketmaster support line before the show started at seven o'clock," she said.

According to Collins, no return call came and no replacement tickets were provided before the concert. She and her friends also sought assistance at the Ticketmaster box office outside the venue, but were still waiting in line when Olivia Rodrigo took the stage at 8 p.m.

Collins said two of her friends were ultimately unable to attend the concert.

Asked about the outcome, Collins said, "Yes, I'm very upset about that."

"You know, we work very hard for our money, especially during these times when everything is already difficult enough the way it is," she said.

"And then all of the sudden, they just, there's nothing that they can do for us."

Collins said she later spoke with fans who were sitting in the seats she had purchased.

"They got these tickets through the pre-sale that had happened, which happened before I even got my tickets, which kind of leads me to believe that these seats were double booked for someone," she said.

Nydia also spoke with another consumer who reported a similar issue. That group purchased tickets through StubHub and said that when they arrived at their seats, other people were already sitting there and told them they had purchased their tickets during the American Express presale.

Ticketmaster said it is investigating the complaints.

"Ticketmaster's digital ticketing innovations and security enhancements have greatly reduced fraud. This digital history allows us to quickly investigate and restore fans' tickets in nearly every case, with most recoveries completed within 48 hours," the company said in a statement.

StubHub said it was sorry to hear about the consumer's experience but believes it appears to be an isolated incident. The company said it has scheduled a call with the consumer to better understand what happened and make it right.

The Action News Troubleshooters will stay on top of the situation.