I've truly had the WORST luck with Front Gate. Their customer service leaves A LOT to be desired. Aside from extremely long hold times and how unfriendly the representatives are on the phone, they are completely unhelpful.
In March 2016, I bought a payment for FVDED in the Park in Canada. I also bought a payment plan for Nocturnal Wonderland. In April, I decided i could no longer make payments on the festival in Canada, and on April 25th, I e-mailed to ask if I could voluntarily default on this layaway plan. They said it was no issue, but that they would retain all but $14 of my purchase as a processing fee. No issue there. I had to reply with my card on file, we'll say XYZ, to complete the return.
A few days later, on April 29th, I noticed that my Nocturnal Wonderland layaway plan had been canceled. I looked at my bank statement, and Front Gate had refunded my money to card ABC attached to my Nocturnal account. I immediately called to explain that I think they had gotten the two payments plans confused, that I wanted to cancel FVDED not Nocturnal, and an agent told me that no, I had defaulted on my Nocturnal plan so they had to cancel it per the terms and agreements of the plan. I told him that I HAD in fact paid on April 16th, that I was staring at the payment on my bank statement at that moment. I told him that there was no way this could be possible because payments were taken out on the 16th of every month, and I was 100% caught up on the payments. He kept talking over me and saying that the plan was canceled.
He then put me on hold and came back and told me that there was record of me calling on April 26th to call and cancel my layaway plan, that I had called and given my order number and the card ending in ABC. I knew this couldn't be true because I had never called Front Gate before and was working all day that day. At this point, I was honestly thinking that someone called and canceled my own payment plan and I even asked if he could send me a transcript of that phone call or screenshot whatever call is showing up in my account to prove to me that this really happened but he wouldn't. I tried reasoning with him saying that I think an error was made, as the wrong card was refunded and my FVDED payment plan still said "active" in my account (not canceled). He repeatedly talked over me and said that I would have to REBUY my tickets to Nocturnal (that were now $100 more expensive) and that there was nothing they could do because the default was irreversible. I was shocked and extremely upset!!! Because they wouldn't even prove to me that they canceled my tickets for a legit reason. I asked to speak to a supervisor.
I then spoke to Aaron. I tried telling Aaron that they refunded the wrong card and that there was no way that I called and cancel the layaway plan. Aaron then told me that they had e-mail proof that I e-mailed them asking to cancel my order and giving card XYZ to refund my money. I obviously asked to have that e-mail forwarded to me. This entire time, Aaron was completely rude. Admittedly, I was getting irate. they had now given me three different reasons about why the tickets were canceled. Nothing he was saying was making any logical sense, and they wouldn't admit that they had just made a simple error! They said they would refund me the $14 they kept as a processing fee, but I just wanted the actual real tickets that were mine! I spent 45 minutes on the phone with Front Gate and got absolutely nowhere at all.
I then had to have my dad call. It's pretty embarrassing to have to resort to getting a parent involved in order to straighten the whole situation out, but that's honestly what I had to do. After an hour on the phone with Front Gate, my dad called me back and gave me the contact information for Aaron to place the order with my original ticket prices. So yes, this situation stands resolved, but not after hours on the phone with Front Gate and SO MUCH FRUSTRATION for how poorly they treat their customers. read more
