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Keep it in the West Ham family

Blog by Sean Whetstone 

It has been twenty days since West Ham announced their ticket refund policy and eight days since they transfer the refunds into club cash but I am yet to receive my club cash refund despite multiple calls and messages to the club.

My band 3 season ticket credit of £172.37 for my ticket in block 113 in the west stand was misdirected to my 13-year-old son.

My son’s U16 band 3 credit of £39.47 was misdirected to my teenage daughter who also received her own £39.47 in addition to her brother’s. When I pointed out the error I was told it was user error and I had renewed with my son’s account and my daughter had renewed my son’s and the fault was mine.

Wrong on both counts I told them! I used my own account for renewals and paid for all three myself on my own debit card.

I received two emails one with a season ticket credit notification and one without while my son received no email notification.

Again I was blamed saying my email must be faulty or I had the wrong email or too many ticket accounts.

I was promised it would be looked into and rectified!

Eight days later and it hasn’t rectified and the club has insisted I am an anomaly and only a tiny fraction of the 54,000 season ticket holders have had problems during the credit transfer. I started to read the social media of other season ticket holders where club cash had been misdirected to others often juniors in their family group.

Many others have since approached me to say the same exact thing happened to them while the club refuses to admit their IT systems had a problem.

At least they have kept the credits the family but I still can’t use the credits for my season ticket renewal.

Have you had a similar problem with the season ticket refund credits?   Let us know!


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About Sean Whetstone

I am Season Ticket Holder in West stand lower at the London Stadium and before that, I used to stand in the Sir Trevor Brooking Lower Row R seat 159 in the Boleyn Ground and in the Eighties I stood on the terraces of the old South Bank. I am a presenter on the West Ham Podcast called MooreThanJustaPodcast.co.uk. A Blogger on WestHamTillIdie.com a member of the West Ham Supporters Advisory Board (SAB), Founder of a Youtube channel called Mr West Ham Football at http://www.youtube.com/MrWestHamFootball, I am also the associate editor here at Claret and Hugh. Life Long singer of bubbles! Come on you Irons! Follow me at @Westhamfootball on twitter

4 comments on “Keep it in the West Ham family

  1. Similar experience from the ‘two Bob’ ticket office. It took me three attempts over five days to get them to send me a link to an online refund form. Not clear why I even needed to submit an online form. It’s not like they haven’t already got all of the details they need to refund me. Even after the online form has been submitted, it will take up to 30 days to receive the cash.

    It feels like the ‘Club’ – and I use that word very loosely in relation to West Ham these days – has put a number of obstacles in my way, in the hope that I naively leave my money with them. Let’s face it, there’s going to be no fans at the OS next season, and so I’d have been tying my money up with them until August 2021 at the earliest.

    If I’m not right about the above then it’s been complete incompetence on their part. If so, to be fair to the ticket office, over the last 30 years, it’s always been run by complete incompetents, the current incumbents would be no worse. Same old same old.

    • Same story here – I paid for both my and my brother’s season tickets but we each have separate accounts. All of the club cash refund has been credited to my brother’s account, none to mine. Tbh, I can’t even be bothered to try and sort it out with the club – they never have been easy to deal with (and I’ve been a supporter for over 60 years) even in the days before they were deliberately trying to be obstructive. I have loved this club since my first game when I was 8, but it’s always been “it’s not our staff/systems/fault” it’s always been blamed on the supporter. Come on West Ham, admit it just this once – “we have made a mistake, you are right, we are wrong”. Show a bit of grace and humility, for once.

  2. Same happened to me. Mine and my two sons refunds went into one of my sons club cash. I didn’t pursue it any further though, as they insisted it can still be used against future renewal

  3. I’ve had the same experience with the credit going to my son’s account although I made the payements. I did call the office and waited for 20 minutes but then the call dropped so I would have to redial. I couldn’t do that and wait again due to other commitments at that time. I’ll have try again. Very frustrating.

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