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:05/11/2023

  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.

  On 4/23/23 a purchase for Atom Tickets and concessions came through a notification for a movie theater in ****, **. I live in MO. I have reached out to Atom tickets several times via email and have so far only received one canned email response in return. My PayPal account was fraudulently charged $26.28 in one transaction and $34.40 in a second transaction. I received texts from Atom notifying me of the purchases as well. I would like a refund for these charges that I clearly did not make.

  Business Response

  Date: 05/16/2023

  The guest reached out to our customer support team on April 26, 2023 on support ticket 1226978 and was fully assisted by our customer support team. We take issues of account security very seriously. Our customer support team was able to locate the unrecognized order, and the guest had already disputed the order. Once an order is disputed, all communication must occur between the customer's payment provider and the guest. The guest was able to successfully dispute the unrecognized order. This has been fully resolved and funds may take up to **** business days to reflect back to the original payment method for third party payment methods like PayPal. The guest has been fully assisted. 

• Initial Complaint

  Date:05/10/2023

  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.

  Hello, I received a notice from Amazon Pay saying that my Atom Tickets payment agreement was cancelled. Since I did not know what that was, I looked further into it and saw that in May of 2022, I was charged $50.37 by Atom Tickets. I don't remember what that was for and wanted to make sure it was a charge that I agreed to. I searched my emails and I don't have any confirmation email from Atom Tickets that tell what the charge was for, so I looked into it further and saw that I have an account with **********************. I am able to log into my Atom Tickets account, but when I go to "My Orders" there are no orders listed. That section of the webpage is blank, so I still can not see what the $50.37 charge was for. I called the phone number listed as the Atom Tickets support number *****************, in the Amazon Pay email, but when I called it, I got a message saying they are not "operating phone support." The message said go to their website and the call was disconnected. The website has an email and a chatbot. The chatbot does not have any options that pertain to my question/issue where the order info is missing from my account. So I emailed the issue and sent it to ************************************** next day I received a response to the email, but the answer had nothing to do with my question. It appears the responder did not even read my question, maybe the response is from a bot also. The response from Atom Tickets support was: "If you need to add a previously deleted payment method back onto your account, the process is simple!1. Start by logging into your Atom account on the website or Atom app..." etc.It's terribly frustrating that a business can charge my account and not provide any effective method to contact them about the charge. Not only that but the provide methods that just waste the consumer's time and do not assist in any way in the resolution of the issue. Their indications send the consumer in a circle of futile actions. It's tormenting.

  Business Response

  Date: 05/16/2023

  The customer reached out to our customer support team via email on support ticket 1227008 on April 26, 2023. The customer reached out because they were notified that their Amazon Pay payment method was removed from their account. Saved payment methods on the customer's account were removed as a security precaution. The order that the customer reached out about was for an order for Twenty One Pilots Cinema Experience on May 22, 2022 7:00:00 PM LOCAL at *******************, which our customer support team advised the guest of. This order was paid for with the guest's Amazon Pay and was a legitimate purchase by the guest. The guest's questions were fully answered by our customer support team and the guest was fully assisted. There is nothing for ** to refund the guest in this situation. 

  Customer Answer

  Date: 06/07/2023

   
  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:05/09/2023

  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.

  My PayPal was charged $41.76 on 4/24/2023. The charge was from a movie theater in Brooklyn ** (I live in **) that included 2 movie tickets, that was immediately refunded to an Atom Tickets Atom Cash . Reached out to company and filed dispute with PayPal. No response as of yet.

  Business Response

  Date: 05/16/2023

  The guest reached out to our customer support team on support ticket 1226514 on April 25, 2023. We take issues of account security very seriously. Our customer support team was able to assist the guest, and the guest has already disputed the order with their payment provider. Once the order has been disputed, all communication occurs between the guest's payment provider and the guest. The guest was already able to successfully refund their order for the full amount as a credit on their account. The guest was also able to successfully submit their dispute. The guest has been fully assisted. 

• Initial Complaint

  Date:05/08/2023

  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.

  On 4/14/23 I got a text from Atom Tickets indicating that someone had used my account to purchase ******************** for $60.17 to a local movie theater. I immediately went on the website to attempt to cancel the purchase and could not do so. I attempted to use the chat feature on the website but it told me to send them an email. I tried to call a number that was provided by Paypal to alert them to the charge and have them cancel the fraudulently purchased tickets but the message that comes up on the phone says they are no longer taking phone calls. I even tried to cancel my Atom Tickets account but that could not be done either. Since the 14th I have sent three emails to Atom Tickets telling them what happened and I haven't received a reply. I worked with Paypal to verify that the $60.17 charge came from Atom Tickets and was not a fraudulent use of my Paypal account. I think that waiting 6 business days for a response to an email discussing a fraudulent purchase is unacceptable.

  Business Response

  Date: 05/15/2023

  The guest was able to reach out to our customer support team via email on support ticket 1224438 on April 14, 2023. We take matters of account security very seriously. Our customer support team was able to fully and thoroughly review the guest's account and the unrecognized orders on their account. The guest has received a full refund back to their original method of payment, and was advised that this refund would reflect in 3-5 business days for most payment methods, or **** business days for third party payment methods. The guest has been fully assisted and fully refunded. 

  Customer Answer

  Date: 05/24/2023

   
  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:05/05/2023

  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.

  On April 16, 2023 I logged into my PayPal account and saw two charges from Atom Tickets totaling $166.49! I had not used Atom Tickets since 2019 when I purchased tickets for a movie. I had to reset my password for Atom Tickets but was able to log in and see that there were charges for movie theaters in the ************* area, which I had not been to in over 30 years. These charges were NOT ME. I reached out by email to Atom Tickets to their support email address - sent 2 emails, no response. The individual who made these charges in my account was able to use my PayPal account for payment which was taking the $ from my checking account. I filed a complaint with PayPal and they CLOSED the case saying it wasn't fraudulent because I had an Atom Tickets account! I called my checking account bank and they stopped payment immediately. However, now PayPal is showing my account has a negative balance of $166.49. I have reached out to Atom Tickets again (email, can't find a phone number) - no response. I tried writing to *********************** again and no response. Someone hacked into my account with ********************** (there are other complaints by other users on bbb website - same exact issue), used my account to purchase concessions and movie tickets for *** theaters, used my PayPal account for payment and neither PayPal or Atom Tickets will respond to me favorably. Also, since the other day someone deleted my Atom Tickets account! Now I can't log in at all. It says it does not recognize my username (email address). Unbelievable.

  Business Response

  Date: 05/15/2023

  The guest was able to contact our customer support team on support ticket 1228925 and was fully assisted by our team. We take matters of account security very seriously. Our customer support team was able to fully and thoroughly review the guest's account and the unrecognized orders on their account. The guest was able to receive a full refund back to their original method of payment. The guest has been fully assisted and fully refunded as requested. 

  Customer Answer

  Date: 05/23/2023

   
  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:05/04/2023

  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.

  My paypal was charged $277.50 on 4/14/2023. The charge was for 2 separate movie theaters in ************ (I live in **) that included a movie ticket and a lot of concession items. Reached out to company and filed dispute with Paypal. But PayPal will not do anything since the transaction was linked to my bank account, they have no control over merchant sellers. Have not heard anything back from Atom Tickets. From reading similar complaints, on this site, seems like there is a real security issue with people hacking into Atom accounts and performing the same fraudulent charges. My Confirmation numbers are :*************, Confirmation: **********, Concessions Confirmation #: **********. I have reached out to ******************* via email and chat

  Business Response

  Date: 05/15/2023

  The guest was able to contact our customer support team, and the guest was fully assisted by our team. We take matters of account security very seriously. Our customer support team was able to fully review the customer's account, and the unauthorized purchases in question. All payment methods have been removed from the guest's account as a security precaution. The guest has disputed the unauthorized orders with their payment provider. Once an order is disputed, all communication regarding the dispute process occurs between the guest and their payment provider. The guest won their disputes. The guest has been fully assisted by our customer support team. 

  Customer Answer

  Date: 05/23/2023

   
  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:05/04/2023

  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.

  Atom tickets has a major security issue and lack of customer service. My account was compromised somehow with another person gaining access to the account and making $500 in purchases. I am contesting those purchases through my credit card and have those cards cancelled currently, and reset my password to attempt to gain back sole access to the account. I have been reaching out to customer service for 2 days with no response, and the scammer somehow still has access to my account even after all contact info is through myself only and the password has been changed. There must be a major security issue for someone to still be accessing the account even after password changes, and their security allows no two factor authentication, no option to log out from other devices, no option to lock the account, and closing the account entirely takes ***** business days from what things state. They are unresponsive with calls and emails, and are blatantly allowing people's money to be stolen with no recourse. I need a response from the company ASAP so I do not lose $500 of my own money due to their lack of security and customer service response.

  Business Response

  Date: 05/15/2023

  The guest reached out to our customer support team via email and was able to be assisted fully by our customer support team. We take matters of account security very seriously, and area always looking to improve our guest's experiences, so we greatly appreciate the feedback and suggestions from the guest. The guest's concerns have been thoroughly reviewed by our customer support team, and the unauthorized purchases have been fully refunded back to the guest to their original method of payment. The guest has been fully assisted and fully refunded. 

  Customer Answer

  Date: 05/23/2023

   
  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. Their response time of over a week is an issue however, as they have no direct contact and did my reach out to until I made this request.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/26/2023

  Type:Billing 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.

  My paypal was charged multiple times over the last month fraudulently $54.96 on 3/25/2023.$40.96 on 7/4/2023.again $40.96 on 7/4/2023.$58 on 9/4/2023.again $47 and $23 on 9/4/2023.I reached out to company and filed dispute with Paypal. Have not heard anything back from them. From reading similar complaints, on this site, seems like there is a real security issue with people hacking into Atom accounts and performing the same fraudulent charges.

  Business Response

  Date: 05/01/2023

  Checking our Customer Support records, we have not received any contact from this guest with their provided email address to our Customer Support team. The guest did not reach out previously to alert ** of the issue they were experiencing, though we always take matters of unrecognized orders very seriously. The customer was able to dispute their orders with their payment provider. As the customer has disputed the orders, further communication will occur between the guest's payment provider and the guest. Should the guest need further assistance with their inquiry, they are of course welcome to reach out to our customer support team directly by email at: ********************************** 

• Initial Complaint

  Date:04/20/2023

  Type:Order 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.

  My Account was hacked on 04/02. Someone was able to purchase 5 movie tickets with my PayPal account that was linked to my Atom account. I was on vacation that weekend and no where near the the movie theater the tickets were purchased to. I have received no email follow up and Atom Tickets doesnt even have phone support. My account has also since been deleted. All info is gone. Please refund as the total was $108!

  Business Response

  Date: 05/01/2023

  The guest reached out to our Customer Support team via email regarding an unrecognized order on their account. We always take unrecognized orders very seriously and treat customer information with the most confidentiality. The guest was able to speak with our customer support team regarding the order, and the customer was fully refunded back to their original method of payment. The customer was advised that it would day 3-5 business days, or **** business days for third party payment methods like PayPal, to see the refund posted back to their original method of payment. The guest was fully assisted and fully refunded by our team. 

• Initial Complaint

  Date:04/19/2023

  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.

  Tonight, I've had mysterious charges appear through PayPal and I have not placed any orders! I have contacted Atom Tickets without reply, and submitted a fraud claim through PayPal. Over $300 in charges.

  Business Response

  Date: 05/01/2023

  The customer reached out to our Customer Support team regarding the unrecognized purchases on their account. We take unrecognized purchases very seriously. The customer was able to be fully assisted by our team and received a full refund back to their original method of payment, and was advised the the refund would take **** business days to post back to their third party payment method of PayPal. The guest has been fully assisted and fully refunded. 

  Customer Answer

  Date: 05/23/2023

   
  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.

  The company was quick to respond and help rectify the fraudulent charges. 

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