Complaint Review: StubHub - North Carolina

On April 28 I purchased 2 tickets for the Drake and 21 Savage concert to be held on October 6, 2023 in Toronto and received a confirmation email and my credit card was charged for the transaction. 

  On August 25 someone hacked my stubhub account and attempted to purchase tickets to the Atlanta Braves. I calledcustomer service right away to inform them of this and they suggested I change my password and I asked about my existing order for Drake tickets and they told me everything is fine with that order.   On August 26 someone hacked my account again (after I changed my password) and created a listing for a fake pair of Drake tickets and that listing sold. I contacted customer support again to inform them of the issue and they told me to change my password and they will open a case and I should hear from them within a week. Again, I asked about my existing order for Drake tickets and they told me everything is fine with that order.   On August 28 I received an email saying that because I reported unauthorized use of my account it has been blocked for safety reasons and I should make a new account. I responded to this email to ask how to transfer my existing ticket order for Drake to a new account.   On August 29 I called the support team again and asked them how to make a new account since when I try it says I still have an account with my email. I also asked what the situation is with my existing Drake tickets and how I can access those if my account is blocked. Once again, he said he will open a case and I will hear in 3-4 days.   On August 29 I received an email from support telling me again that my email is blocked and if I have questions about my existing orders I can call support.   On Sept 4 I had to call the support team a total of 4 times. Each time I spoke to them, I got a different story. Two people told me that my ticket order still exists and I should wait another week to hear details about it but they can't send me that in writing or tell me how to access my order. Two other ladies told me that since I reported the unauthorized activity on my account, they cancelled all of my existing orders (without informing me) and I will also not be receiving a refund or replacement tickets. If I want a refund, I can dispute the transaction with my credit card. After fighting with them for hours about how I was never told this and it does not make any sense, the woman put me on hold and sent me a poorly worded email explaining how everything is cancelled and I am not getting my money back.   I purchased a flight ticket to go to Toronto just to see this concert and I purchased the concert tickets 6 months in advance in order to get them at a decent price. One month before the concert, I now have no tickets and no refund due to the fact that Stubhub has scammed me out of this money.   Everytime I contact stubhub, I still cannot get a clear answer. They either tell me that one day someone will give me access back to my account and my ticket order still exists but they cannot confirm this in writing or someone tells me my account is blocked and my order is cancelled and I will not regain access to the account or a refund. I do not know what to do anymore.