Questions of cash: Still searching for a heart of gold - stranded after concert is cancelled


Q. I bought tickets for a Neil Young concert at the O2 in London for 19 August, and on 11 August I booked a hotel for the night. But when I later checked the O2 site for performance times, there was a small headline to say that the concert had been cancelled. Apparently it was announced on 9 August, but I did not receive an email telling me this. If I hadn't looked on the website, we would have gone to the concert venue and found there was no concert.

I tried to cancel the hotel room, but I was told this was not possible. I emailed the O2, but have not had a response. Surely the O2 has a duty of care to inform customers when this happens? As they made a service charge of £17.50, an email would be the least they could have done. As it stands, I have incurred hotel costs and have not had a refund from the O2 for the original concert tickets, so I have made a total loss of £271.50. LP, by email.

A. A spokesman for The O2 says: "All customers who booked through our ticketing platform were sent emails on Friday 9 August at 2pm explaining how the event had been cancelled." He adds that all customers whose emails bounced were phoned to advise of the cancellation, but that the email to you did not bounce. "The O2 does everything within its powers to ensure each and every ticket holder is informed of the cancellation. We also specify in our terms and conditions that we are not responsible for travel. The terms state: 'If an event is cancelled or postponed, we will try to contact you to let you know about the refund or exchange procedures for that event.

However, it is your responsibility to ascertain whether an event has been cancelled or rescheduled and the date and time of any event or any rescheduled event. In the event of a cancellation ... you will be entitled to a refund in accordance with the terms and conditions or refund policy of the authorised ticket agent. Personal arrangements including travel, subsistence and accommodation in relation to the event, which have been arranged by you, are at your own risk and neither AEG [owner and operator of The O2] nor the organiser will have any liability for any such loss of enjoyment or wasted expenditure.' "

You are unhappy with this. You say: "I didn't get an email from them and I check and clear my spam folder almost every day. They send me emails a couple of times a week for upcoming events – always received in my inbox – but I never received one announcing the cancellation. I'm sure I would have seen that one. I booked the tickets on 25 March. The tickets have since been refunded, but the hotel still charged [us] and we obviously wouldn't have booked this if we knew about the cancellation."

We checked the email address held by the O2 was correct and it is adamant this was the address it used. Given the disagreement, we contacted your internet service provider, BT, to ask if it could assist in determining whether the email was sent, delivered or misdelivered. A spokesman for BT said: "If the customer suspects there is a fault with his email service then he needs to go through the help diagnostics, as a range of issues might be at play, such as the spam folder or user settings. More generally, we'd have to check the data rules around any kind of individual mail log extraction."

Revolver deal that blew up in my face

Q. I bought an antique revolver in June from a dealer in Pennsylvania for £328.62, using my Barclaycard. The United States Postal Service tracking code shows the item left their Chicago depot four months ago, but then disappeared. There is no trace of it entering the UK and the vendor assumes the USPS lost it. I asked the vendor to instigate a claim with the USPS, but I heard nothing more and I suspect they can’t be bothered. I wrote to Barclaycard by recorded delivery four weeks ago referring to Section 75 of the Consumer Credit Act 1974, asking for a full refund and giving them 14 days to respond. I haven’t had an acknowledgement of my letter, or any offer of compensation. AM, Birmingham.

A. We contacted the USPS on three occasions requesting information on what happened to the package, but without reply. Under Section 75 of the Consumer Credit Act, the provider of credit is jointly liable with the seller for the supply of goods. Barclaycard says that it received your letter and responded by writing to you to request invoice documentation. That letter - like the antique revolver - did not arrive. Barclaycard has credited your account with the £328.62 through a chargeback.

If the seller challenges this, that credit will be reversed. Soon after Barclaycard processed that payment the revolver was delivered to you. You tell us that it had been held for two months by the UK Border Agency, without any notification to you that it was being held, nor apparently did it provide any explanation when it was delivered. We suspect that it might have been released because of our contact with the USPS. The Border Agency is an arm of the Home Office, which we contacted to request an explanation for the delay in delivery. A Home Office spokesman declined to assist, saying: “We could not give confidential information to a newspaper.”

Questions of Cash cannot give individual advice. But if you have a financial dilemma, we’ll do our best to help. Please email us at: questionsofcash@

Independent Partners; request a free guide on NISAs from Hargreaves Lansdown

New Articles
tvDownton Abbey Christmas special
Arts and Entertainment
Wolf (Nathan McMullen), Ian (Dan Starky), The Doctor (Peter Capaldi), Clara (Jenna Coleman), Santa Claus (Nick Frost) in the Doctor Who Christmas Special (BBC/Photographer: David Venni)
tvOur review of the Doctor Who Christmas Special
peopleIt seems you can't silence Katie Hopkins, even on Christmas Day...
Arts and Entertainment
Left to right: Stanley Tucci, Sophie Grabol and Christopher Eccleston in ‘Fortitude’
tvSo Sky Atlantic arrived in Iceland to film their new and supposedly snow-bound series 'Fortitude'...
Arts and Entertainment
Jenna Coleman as Clara Oswald in the Doctor Who Christmas special
tvForget the rumours that Clara Oswald would be quitting the Tardis
Arts and Entertainment
Japanese artist Megumi Igarashi showing a small mascot shaped like a vagina
The Queen delivers her Christmas message
newsTwitter reacts to Her Majesty's Christmas Message
Arts and Entertainment
Life and Style
Finacial products from our partners
Property search
Latest stories from i100
Have you tried new the Independent Digital Edition apps?
Independent Dating

By clicking 'Search' you
are agreeing to our
Terms of Use.

ES Rentals

    iJobs Job Widget
    iJobs Money & Business

    Selby Jennings: Oil Operations

    Highly Competitive: Selby Jennings: Our client, a leading European Oil trading...

    The Jenrick Group: Night Shift Operations Manager

    £43500 per annum + pension + holidays: The Jenrick Group: Night Shift Operatio...

    SThree: Trainee Recruitment Consultant - LONDON

    £20000 - £25000 per annum + OTE £40,000 + Car + Pension: SThree: SThree are a ...

    SThree: Trainee Recruitment Consultant

    £20000 - £25000 per annum + OTE £35K: SThree: We consistently strive to be the...

    Day In a Page

    A Christmas without hope: Fears grow in Gaza that the conflict with Israel will soon reignite

    Christmas without hope

    Gaza fears grow that conflict with Israel will soon reignite
    After 150 years, you can finally visit the grisliest museum in the country

    The 'Black Museum'

    After 150 years, you can finally visit Britain's grisliest museum
    No ho-ho-hos with Nick Frost's badass Santa

    No ho-ho-hos with Nick Frost's badass Santa

    Doctor Who Christmas Special TV review
    Chilly Christmas: Swimmers take festive dip for charity

    Chilly Christmas

    Swimmers dive into freezing British waters for charity
    Veterans' hostel 'overwhelmed by kindness' for festive dinner

    Homeless Veterans appeal

    In 2010, Sgt Gary Jamieson stepped on an IED in Afghanistan and lost his legs and an arm. He reveals what, and who, helped him to make a remarkable recovery
    Isis in Iraq: Yazidi girls killing themselves to escape rape and imprisonment by militants

    'Jilan killed herself in the bathroom. She cut her wrists and hanged herself'

    Yazidi girls killing themselves to escape rape and imprisonment
    Ed Balls interview: 'If I think about the deficit when I'm playing the piano, it all goes wrong'

    Ed Balls interview

    'If I think about the deficit when I'm playing the piano, it all goes wrong'
    He's behind you, dude!

    US stars in UK panto

    From David Hasselhoff to Jerry Hall
    Grace Dent's Christmas Quiz: What are you – a festive curmudgeon or top of the tree?

    Grace Dent's Christmas Quiz

    What are you – a festive curmudgeon or top of the tree?
    Nasa planning to build cloud cities in airships above Venus

    Nasa planning to build cloud cities in airships above Venus

    Planet’s surface is inhospitable to humans but 30 miles above it is almost perfect
    Surrounded by high-rise flats is a little house filled with Lebanon’s history - clocks, rifles, frogmen’s uniforms and colonial helmets

    Clocks, rifles, swords, frogmen’s uniforms

    Surrounded by high-rise flats is a little house filled with Lebanon’s history
    Return to Gaza: Four months on, the wounds left by Israel's bombardment have not yet healed

    Four months after the bombardment, Gaza’s wounds are yet to heal

    Kim Sengupta is reunited with a man whose plight mirrors the suffering of the Palestinian people
    Gastric surgery: Is it really the answer to the UK's obesity epidemic?

    Is gastric surgery really the answer to the UK's obesity epidemic?

    Critics argue that it’s crazy to operate on healthy people just to stop them eating
    Homeless Veterans appeal: Christmas charity auction Part 2 - now LIVE

    Homeless Veterans appeal: Christmas charity auction

    Bid on original art, or trips of a lifetime to Africa or the 'Corrie' set, and help Homeless Veterans
    Pantomime rings the changes to welcome autistic theatre-goers

    Autism-friendly theatre

    Pantomime leads the pack in quest to welcome all