Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/06/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a similar situation as another complainant where I tried to purchase a ticket on Atom and received error messages. I contacted support through email and chat and was advised my account was deactivated due to policy violation. I asked what was violated and was told they could not disclose that due to their policies. They suggested to create a new account but I could not use the information in the deactivated account which is strange because that sounds like that would be a true violation of using other information that is not my own. I haven't done anything for my account to be deactivated. It seems their site has an error when processing payment, per other users. While I appreciate the initially quick responses from Atom support team there was no true customer service. No offer to speak with me so that we can clear up what is happening. This seems off, not sure if this is a scam but will monitor by bank information. I would like my account reactivated so that I can delete my information - I haven't heard back on this.

  Customer Answer

  Date: 06/08/2025

  Hello, I would like to remain anonymous publicly if possible and not share my personal information. I greatly appreciate it so much! 

  Business Response

  Date: 06/18/2025

  Thank you for reaching out and sharing your experience with Atom. I can see your correspondence with agents in requests 15484120, 15484608, 15484615 and 15537568. We sincerely apologize for the frustration and confusion this situation has caused.
  After reviewing your account, we found that it was deactivated due to an unusually high number of linked accounts associated with your device. Our system flagged this as a potential security concern, and in accordance with our policies designed to prevent compromised activity, the account was automatically deactivated.
  That said, your case should have received a more thorough review before a final decision was made. We truly regret the inconvenience this caused and appreciate you bringing it to our attention.
  We have now reactivated your account, and it is available for use. If you prefer not to continue using Atom and would like to request deletion of your personal information, you may do so by submitting a formal request through our privacy portal here: https://www.atomtickets.com/legal/atom-privacy-portal.
  Please rest assured that Atom takes user security and privacy seriously. While our intention is to protect our users, we understand how this process may have felt impersonal and frustrating. Your feedback helps us do better, and we are actively reviewing how we handle account reviews and communication.
  If you have any further concerns, we’re here to help and encourage you to reach out directly so we can support you further.

  Customer Answer

  Date: 06/24/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23429580, and find that this resolution is satisfactory to me. Hopefully there won't be continued issues utilized the Atom app. Thanks for your help BBB.
  
  
  
  Sincerely,
  
  
  
  Passion Rosber

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tried to purchase *** Rolling Hills Torrance $5 movie ticket yesterday through T-Mobile Tuesdays sale. Went to payment screen and screen frozen on payment section. Tried different purchase options uninstall and reinstall app use different email address. Message on my phone"App locked for security purposes. Please submit a request for assistance." Submitted request and was greeted with nothing but denials. Did not tell me what the problem was except that it was deactivated for violating terms of service. They then answered me back that they looked into it and it remains deactivated for violating terms of service. Did not tell me why etc. All I would like is for the App to work again on my phone to purchase tickets but it seems that this is a problem that they cannot solve or want to solve. Worst customer service ever. No live people to talk to. Phone number when called says they do not answer phone. **************** hours ******** PST is misleading because they is no Chat help or anyone that answers the phone during those times.

  Business Response

  Date: 05/27/2025

  Hello and thank you for your response! I was able to locate the ticket you referenced and see that an agent helped you in a different request 15360386 as well. The agent let you know your account had been deactivated due to a breach of our terms of service which looks to be incorrect. Your account was actually deactivated automatically upon the creation of a dispute for your most recent purchase. Our system automatically locked the account to prevent any further unauthorized charges. I have gone ahead and removed all log in information linked to that account. You are able to create a new account using the previous log in information. We have also sent a replacement code in the original ticket to your email address so you can properly participate in the T-Mobile promotion as anticipated. Please feel free to respond there if you have any trouble with the code or need additional info on usage. Thanks for bringing this to our attention and allowing us to rectify the situation.

  Customer Answer

  Date: 05/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for restoring my account. Unfortunately, it took a complaint to BBB to get the problem resolved. I looked back on my transactions for my credit card but did not see a disputed amount. Having a live chat with a live person within normal business hours M-F would have but much easier to resolve the problem. Thanks.
   
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Atom Tickets concerning their refusal to issue credit for two movie tickets that were purchased under a valid promotional offer.I purchased two tickets for The Last Rodeo through Atom Tickets for a movie at an *** Theatre. These tickets were complimentary as part of a promotional offer that was valid at the time of purchase. However, the show was canceled by *** Theatres not by me and therefore, the tickets could not be used.I reached out to Atom Tickets requesting a credit equivalent to the value of two tickets for the same movie at the same theater. To my disappointment, Atom Tickets denied the request, citing that the promotion had expired. This rationale is unreasonable, as the tickets were booked while the promotion was still valid, and the cancellation was outside of my control.I believe it is only fair that Atom Tickets honor the value of the original purchase by issuing a comparable credit. I have made a good faith effort to resolve this issue directly with them but was met with an unsatisfactory response.

  Business Response

  Date: 05/21/2025

  Thank you for reaching out and for sharing your experience. We're truly sorry to hear about the inconvenience you faced with the canceled showing of The Last Rodeo, and we appreciate the opportunity to clarify the situation.
  The tickets you received were part of a limited-time promotional offer provided in partnership with a third-party sponsor. These offers are available on a "while supplies last" basis, and once supplies run out, we are unfortunately unable to issue additional credits. We understand how frustrating it must be to miss out on a show, especially when it was something you were looking forward to.
  Regarding the cancellation, we want to emphasize that theater showtimes are managed directly by the theaterin this case, AMCand Atom Tickets does not have control over changes or cancellations made by the venue.
  Since the tickets were issued free of charge as part of the promotion and no payment was collected from you, there are no funds available to refund or convert into credit. We recognize that this was an unfortunate situation beyond your control, and we're truly sorry we couldnt provide a different outcome.
  We appreciate your understanding, and we hope to have the chance to serve you again under better circumstances.

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23359416
  
  I am rejecting this response because:

  Can you reschedule my original showtime?

  
  Sincerely,
  
  ** ***

  Business Response

  Date: 05/29/2025

  Thank you for your response.
  We understand your interest in rescheduling your original showtime, and we truly wish we could assist further. However, Atom Tickets does not have the ability to book or modify tickets on behalf of customers. All ticket purchases must be made directly through your Atom account.
  Additionally, since the original offer you redeemed was part of a limited-time, while supplies last promotion, we are unable to reissue or extend the promotion now that it has ended. We know this is disappointing, and we sincerely apologize for the inconvenience caused by the unexpected cancellation.
  Were always working with our partners to bring more exciting offers and promotions to our users, so we encourage you to keep an eye on the app or website for future deals.
  Thank you again for reaching out, and we hope to have the opportunity to provide a better experience next time.

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23359416
  
  I am rejecting this response because:

  Atom is a scam!!!
  
  Sincerely,
  
  ** ***

• Initial Complaint

  Date:05/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Interaction: 05/05/2025 I had made an initial purchase for 7 movie tickets that costed $119.84 for a movie this upcoming Saturday, May 10th, and when my groups plan changed, I requested a refund. I refunded into my Atom Wallet because I was going to just buy tickets at another location so that our group's plans could work better. However, when I tried to repurchase the tickets, I kept getting a payment error at checkout and told that if there was a further issue to contact support. So I tried again a couple of times, which then this issue kept on occurring. There were a couple of times where my Atom Wallet balance was all the way down to $9 because of the charge showing, but then loaded back on a few minutes later. I contacted support to check what was happening because I needed to get these tickets ***************** let me know that there was an issue in the system and that this issue would be escalated and I would be contacted back. About a few minutes after that contact, I notice my account got signed out so then I tried to log back in. I was met with an "account locked" screen and told that I needed to contact support to unlock. When I looked at my email, I had received an email about my account being DEACTIVATED for violating Terms and Conditions. This came to me as a surprise because I literally was just told that there was a system issue occurring and it would be looked at, and now I was met with my $119.84 balance being lost completely because of a deactivation that was not explained in any detail! I need to get this resolved still because the email communications seem very "Copy-Paste" like it's prewritten prompts from the customer service side just to shrug me off. The last email I received was a prewritten message I got before about "looking into the issue, could take 1-2 business days" prompt and that is it. I came here in hopes to getting more confident assistance and my money back if my account cannot be restored. Please help!

  Business Response

  Date: 05/06/2025

  Hello and thank you for bringing this matter to our attention. We understand the customer's concern and appreciate the opportunity to address it. Upon review, we can confirm that the customer was most recently assisted under support request #********, where they were informed that their account had been reopened and is now fully available for use, including access to Atom Cash.
  We sincerely apologize for the inconvenience caused by the temporary closure of the account and any confusion that occurred during our investigation. Ensuring the security and proper functioning of our customers' accounts is a top priority, and we regret the oversight in this instance.
  Were grateful this issue was brought to light, allowing us to take the necessary corrective action. If the customer is still experiencing any difficulties with the account or Atom Cash, we encourage them to reply directly to this message or through the support ticket for prompt assistance.

• Initial Complaint

  Date:04/29/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i purchased tickets on the app but had to cancel cuz i got sick..i did a credit instead of refund as my plan was to use a 3rd party promo code...the code expired and so i requested a refund..the chat function is not working and i have no way of reaching them and getting my refund

  Business Response

  Date: 04/29/2025

  Hello and thank you for reaching out! It looks like you were able to start a chat in request 15157279 earlier today. A full refund to your original payment has already been granted by our internal team. This means that any charges to your account from this order will be posted back to your your bank statement in 3-5 business days (7-10 business days if purchased with a third part service like ****** and Apple Pay) from the date of cancellation. Please review your bank statement to see that the charge has been refunded. If you do not receive this refund in the aloted timeframe please feel free to respond in your initial request and we'll investigate further. 

  Customer Answer

  Date: 04/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to purchase tickets from Atom as I normally would via my online Atom account that I have purchased from in the past.Atom emailed me a coupon code for the movie, King of Kings. The code allows for a child's free entry to the film on a Thursday. The coupon code is, KidsThursday. I happily accepted the offer.Selected Apple Pay for the convenience and extra security. It declined. Why? Plenty of money on my end to use.I attempted Apple Pay again and it declined with no explanation and no alert from my bank telling me that particular transaction was attempted and declined due to a particular reason.I tried again via Venmo and the Venmo link from Atom's checkout, does not allow you to ********** showed me a black page that loaded. No Venmo information at ****** this time, I emailed Atom thinking they were having a glitch on their website at checkout.I let them know I was trying to pay for my purchase and also maybe something is wrong with their Venmo.They replied with an extremely short answer that nothing is wrong on their end and no further help to me so I can purchase.I replied back that I wanted to pay. Even sent a screenshot of the checkout screen showing the faulty decline in the original email.They replied back that my Atom account had been terminated due to some violation they claim I made, but won't tell me exactly what it ***** issue with paying through their site was totally swept under the rug and as I proceeded to ask them what is wrong and why they are treating me like my technical issue on their website don't matter, they decided to accuse me of a violation and terminate my account.What kind of customer service training does Atom receive?Are they really this poor in communication and is the company so stuck up, that they cannot be bothered with their own website problems, that they just blow off a customer and terminate their ability to do business?Its not only insulting, its an abhorrent way to do business.

  Business Response

  Date: 04/08/2025

  Hello, thanks for reaching out! It looks like the customer did connect with an agent in support ticket 14960541. It looks like the customer's account was blocked from making transactions due to multiple users using the same device. This was intentional to prevent unauthorized users from entering the customer's account and to prevent the customer from having multiple accounts as per section 2.3 of our Terms of Use: "You may not share Your Account or password with anyone, and You agree to (1) notify Atom Tickets immediately of any unauthorized use of Your password or any other breach of security; and (2) exit from Your Account at the end of each session. If You provide any information that is untrue, inaccurate, not current, or incomplete, or Atom Tickets has reasonable grounds to suspect that information You provide is untrue, inaccurate, not current, or incomplete, Atom Tickets has the right to suspend or terminate Your Account and refuse any and all current or future use of the Atom Tickets Properties. You agree not to create an Account using a false identity or information, or on behalf of someone other than Yourself. You agree that You shall not have more than one Account at any given time. Atom Tickets reserves the right to remove or reclaim any usernames at any time and for any reason, including but not limited to, claims by a third-party that a username violates the third-partys rights." You can read more about our terms of use here: ******************************************. I have gone ahead and reinstated the account and removed the blocks on purchasing. The customer should be able to make a successful purchase utilizing this promotion.

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23166037
  
  I am rejecting this response because:

  Of course I had to retry the transaction multiple times.

  Your system would not allow the transaction of the sale from the very first attempt to check out and provided no explanation as to why.

  I kept attempting to check out because I was trying to diagnose a legitimate problem!!! 

  All I got was a vague response from customer service with absolutely no attempt on your end to resolve YOUR system's problem.

  I was treated poorly and like I was some criminal.

  I will never do business with you in the future and judging by the abundant complaints against your company all over the internet, I can see I am not the only one who has experienced this exact problem with you.

  Very poor customer service, lack of responsibility and tasteless problem solving skills.

  I purchased my tickets that same day through a different vendor with no issues whatsoever.

  Thanks for nothing.

  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 04/10/2025

  Thank you for your feedback, and we sincerely apologize for the frustration and inconvenience you experienced while trying to complete your purchase. We want to clarify that your account was not deactivated due to multiple attempts to check out. Rather, our system flagged the account due to multiple users being detected on the same device, which triggered a security measure designed to prevent unauthorized access and protect your payment information. These safeguards are in place to ensure the security of our users, and we understand how this may have been confusing and upsetting in your case. We also acknowledge that the messaging you received may not have provided the clarity or support you deserved during this situation. For that, we truly apologize. Our intention was never to make you feel mistreated or criminalized, and we regret that your experience with our support team fell short of expectations. Please know that your account has been reinstated, and all purchasing restrictions have been removed. You should now be able to complete your transaction and use the promotion as originally intended. Again, were very sorry for how this situation was handled and appreciate you bringing it to our attention. Well be using your feedback to help improve our service moving forward.

• Initial Complaint

  Date:01/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I utilized the $5 TMobile movie ticket promo from the TMobile Tuesdays weekly deals to buy a $5 movie ticket for the Sonic 3 movie to see on 12/21/2024. In order to use the $5 promo, you have to purchase the movie ticket through Atom. So I downloaded the Atom app. I saw it allowed you to connect your *** rewards account# to the Atom app so you can get *** points through using Atom. So I added my *** rewards account, and in the checkout page through Atom, I noticed it automatically applied my $5 *** stubs reward account, so instead of Atom/Tmobile promo covering $9 of the total price of the movie ticket to bring it down to $5 for the $5 movie ticket TMobile deal, unauthorized, it applied my $5 *** reward and then Atom/the TMobile promotion only covered $4 so the movie ticket came down to $5. I didnt want to use my *** $5 rewards coupon. I wanted the ******* deal to cover the whole discount. There wasnt an easy way to remove the *** reward in the checkout process, so I backed out of the checkout page to remove my *** rewards account# from my profile. Then went back into the checkout page and saw it applied the full TMobile promotion. I checked out and then right after purchase on the confirmation, I saw Atom still applied my $5 *** reward! Since 12/21, *** been trying to contact customer service via their chat box on the app, dms on ******** and instagram and my issue is still not resolved. Im asking for a $5 refund because I cant get my *** reward $ back through ***. Ive only heard back twice from an agent via email. The last I heard was an email from 12/31, the agent ******* stated they cant refund to credit cards but can offer $5 atom cash. So since 12/31 Ive been replying to confirm back Im okay with the atom cash as some sort of compensation, but since then theres been no follow up from an Atom agent. Im still without my compensation.I want to clarify in my screenshots, the email containing System is not a reply. Its an automated message.

  Business Response

  Date: 02/03/2025

  Hello! Thank you for contacting Atom Tickets. It's great to hear that you were able to take advantage of the T-Mobile Tuesdays promotion for Sonic The Hedgehog 3. With your *** program attached to your Atom account, those will automatically apply to your order before your T-Mobile promotion. If you would like to take advantage of the T-Mobile Tuesday promotion without using your *** benefits, you will need to remove your *** loyalty information form your Atom account in the profile tab before placing your order. You can add it back to your account after for future orders through Atom. It looks like you were able to place two separate orders for Sonic the Hedgehog 3 on Dec 21, 2024 6:15:00 PM LOCAL at *** DINE-IN ******** 18. After reviewing the orders, it does look like your *** Rewards applied to your transaction for the amount of $5.25. Then, your T-Mobile reward was applied to reduce the cost by an additional $4.44 on your transaction. We of course know that you preferred to save your *** Rewards for a future purchase, and we would be happy to issue a refund for the full amount of your purchase to compensate for this. The full amount of your transaction for $5.00 has been refunded back to the guest's original method of payment. For most payment methods, this refund should reflect in 3-5 business days beginning after the date of issuance, or 7-10 business days for third party payment methods like Apple Pay. We hope to see you back at the movies again soon! 

  Customer Answer

  Date: 02/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:01/06/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  December 19 I buy a Movie ticket from this Company, I follow all the steps, for my Surprise when I go to the Theater the Tickets that this Company Sold me was 1 hours from my house, So I have to buy ticket on that Movie Theater, I try to have a resolution with this Company and I have no response

  Business Response

  Date: 02/03/2025

  Hello! We apologize that you were unable to redeem your purchased tickets! At Atom, we try to offer guests a user-friendly experience by surfacing the theaters that are closest to the guest's preferred zip code entered. But of course, we know that mistakes can happen, and we hope that you were still able to see the film! The guest purchased for Mufasa: The Lion King with a showtime on Dec 20, 2024 7:00:00 PM LOCAL at ********************. As we strive to provide our guests with the best experience possible, and would love for the guest to be able to see their next film at their preferred theater, a refund of the full amount of $36.36 has been issued to the guest's original method of payment. For third party payment methods, including ****** Pay, this refund should reflect in 7-10 business days. We look forward to seeing you at the movies soon! 

• Initial Complaint

  Date:12/18/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought movie tickets on accident through their app as it usually takes you to a seating chart first prior to actually purchasing the tickets. Now where the problem comes in, is they will not refund the processing fees even though I canceled immediately after I had made the accidentle purchase they state the only way that's possible is if I had chosen to get atom credits instead of it going back to my credit card which is honestly bs and a scam and a half I should be fully refunded for the full amount.

  Business Response

  Date: 12/20/2024

  Hello and thank you for reaching out! Our customer support team received your request on support ticket ******* regarding your order for Sonic the Hedgehog 3 at Dec 21, 2024 1:00:00 PM LOCAL at AMC CLASSIC ********** 12. Please note, our return policy allows cancellations up to 30 minutes prior to the showtime. Regarding reserved seating, this may vary from one theater to the next, as not all locations offer reserved seating. If a showtime has reserved seating, this will be indicated next to the showtime with the Reserved Seating attribute. Should you ever need to cancel your order, we offer two forms of cancellation options: one is a refund back to your original method of payment, minus the service fees. The second option is a refund to Atom Cash, which will include the full price of your order including the service fees. This Atom Cash will be available in your account immediately and can be used towards your next purchase on Atom, and functions just like a store credit. Of course, we know and understand that sometimes circumstances our outside of your control. As a one time courtesy, we have gone ahead and refunded the fees on your order back to your original method of payment. This may take up to 3-5 business days to reflect on your payment method, or up to 7-10 business days for third party payment methods like Apple Pay. We hope to see you at the movies again soon! 

  Customer Answer

  Date: 12/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using Atom tickets for several years, I suddenly found my account locked due to security reasons. I never broke any rules or was advised why my account was suddenly locked, I have opened several tickets and am told the following "If you still want to continue with Atom, you have to use different credentials in creating new account "I am unable to create a new account as when I attempt to do so using my phone number I am told by Atom it is associated with another account.Opening ******************** is useless as I am pretty much told to make another account which is impossible as Atom uses phone numbers authorization and haven't been able to get much help from the Atom team. I kindly ask again to either reopen my old account or remove the phone number associated from it so I can continue to use Atom tickets.

  Business Response

  Date: 12/20/2024

  Hello! We hope that you are doing well! Our customer support team received your request on service ticket *******. We apologize for any inconvenience you may have encountered. Unfortunately, as was noted by our customer support team, your account has been deactivated due to security concerns or a violation of our terms and conditions. Our terms of service are always available to view here: ***********************************************;