Denver, CO
StubHub responds to Denver family’s Taylor Swift ticket snafu

DENVER — Contact Denver7 is getting results for some Taylor Swift fans who bought tickets on StubHub for her Denver concert but later found they didn’t really have tickets.
“I am definitely a Swiftie. I would not say, you know, I go as far as doing all the Swiftie theories, but I follow them,” Hannah Ostertag said with a smile.
Caught up in the ticket glitches last year, Ostertag thought there was no chance she and her sister would get tickets to the Eras Tour, saying TicketMaster continuously froze and reloaded.
“So at that point, we pretty much figured that we were out of luck. As soon as those tickets went back on the market, the prices would be astronomical,” Ostertag said.
Little did she know, her mother had saved up to help buy tickets for her daughters on the resale market. Ostertag bought tickets on StubHub to the July 15 show on April 9 and paid $1,947.
“My sister was super surprised. She went ahead and purchased flights to come out here,” Ostertag said.
But a few weeks later, StubHub sent her an email that “the seller on this order has reported an issue.” The tickets were mistakenly listed for the wrong date and were actually for July 14, which Ostertag and her sister could not attend.
StubHub has a “FanProtect Guarantee,” that states the company will provide comparable or better tickets than originally purchased if something like this happens. Even though many tickets are still listed for the concert on StubHub, Ostertag said every time she tried the link provided for her alternative tickets, the site either showed nothing was available or offered seats that were behind the stage.
“It’d be different if I was going on the website and seeing, ‘OK, you’re right, nothing’s available.’ But I was sitting there saying, ‘I could, in theory, go buy tickets right now.’ So why aren’t these being offered to me?” she said.
Ostertag said StubHub managers blamed its algorithm, saying a different team was responsible for finding comparable tickets. They told her to continue to check the link every day, but they did not have the ability to offer her comparable or better seats themselves.
Similar ticketing issues have prompted legislation at the state and national levels.
State Rep. Mark Baisley, R-Woodland Par, co-sponsored a consumer protection bill that will prevent ticket resellers from selling tickets they don’t actually have.
“The prices are set by the venue and the performer in an attempt to certainly be profitable, but also to make it available to their fans,” Baisley said. “If you let it go out of control with the reseller class, those tickets just go to just the more wealthy people, and that’s not what they want.”
Baisley said StubHub opposed the bipartisan measure, which is now on the governor’s desk.
In a statement to Contact Denver7, StubHub said, “The StubHub FanProtect Guarantee is in place to protect buyers. It ensures that a ticket buyer will get in the door, and if any issue occurs, we’ll find an equivalent or better ticket, or provide a full refund but our priority is always to get our customers in the door. In Ms. Ostertag’s case, we have provided better replacement tickets to make good on this promise.”
Addionally, StubHub is taking steps to better serve Taylor Swift buyers, saying it is monitoring tickets on a daily basis and escalating any delivery issues for the upcoming shows.
StubHub’s sellers are being asked to deliver tickets early so the site is able to look into replacement tickets sooner. Customers are being told that different replacement ticket options will become available on a revolving basis, with inventory changing each day.
The company is training and re-briefing agents regularly to be sure they’re prepared to support buyers for upcoming events.
After Contact Denver7 reached out, StubHub contacted Ostertag to offer better tickets, valued at more than double what she paid for her original tickets.
“I am thankful for your intervention and that StubHub ended up honoring their policy,” Ostertag said.
She said her concern is not solely about Taylor Swift Tickets, but about time, money and feeling powerless.
“Honestly, I hate to admit this, but it’s true. Like, I’ve lost sleep over it,” said Ostertag. “It’s really a situation where we’re just letting our corporations be really greedy. And at the end of the day, it’s robbing consumers and just true fans the opportunity to get to go to events like this and support the artists that they want to support.”
When it comes to buying event tickets, StubHub offers the following advice:
- Always use a service that offers an order guarantee and provides customer service to support your needs.
- Monitor your inbox and junk mail for your ticket delivery confirmation and details. You should receive this on the day of purchase.
- Check the order confirmation to be sure the tickets are for the date and time you intended. If anything is incorrect, immediately contact customer service.
- Review the ticket delivery details, provided by StubHub in an email. Delivery methods vary by artist, venue and event.
- Accept ticket transfers from the seller immediately to give you time to contact support, if necessary.
- Contact customer service immediately if tickets are not delivered by the date provided in the initial email, or if you have issues downloading the tickets, to allow ample time to resolve and offer replacement tickets if necessary.
Editor’s note: Denver7 seeks out audience tips and feedback to help people in need, resolve problems and hold the powerful accountable. If you know of a community need we can address or have a story idea for our consumer investigates team to pursue, please email us at contact7@denver7.com or or call (303) 832-7777. Find more Contact Denver7 stories here. You can also use the form below to request help from Jaclyn Allen and the Contact Denver7 Team.
Need help with a consumer problem? Send it to Jaclyn Allen and the Contact Denver7 team
Use the form below to send us a comment or story idea to the Contact Denver7 Investigates Team. You can also email Contact7@denver7.com or call our newsroom at 303-832-0200.

Denver, CO
Denver Highlanders advance to final four in rugby national championships

After their win against the South Pittsburgh Hooligans, the Denver Highlanders are advancing to the final four in the DIII USA Club Rugby XVs National Championships.
CBS Colorado caught up with Derek Smith and the rest of the team at practice this week as they prepare to face off against the Scottsdale Blues Saturday at Kuntz Stadium in Indianapolis.
CBS
“Once we won the championship for Rocky Mountain Rugby, I was like [exhale] ‘There’s a chance,’” said Smith. “I didn’t work this hard just to get second.”
He said there are a lot of great teams in Colorado, but the Highlanders’ mix of younger and more experienced players has been doing particularly well this season. Smith himself is a seasoned rugby player.
“I played football in high school. I played football at a small college,” said Smith. “But then I found the sport of rugby, [and] I’m like, ‘Oh, I can still hit people, and legally, and don’t have to play American football anymore? I can just play rugby? All I need’s a mouthpiece? That’s great!’”
CBS
There are a lot of reasons he loves the game. Smith said rugby combines the continuity of soccer with the contact of American football. American football and rugby have more in common than some might realize.
Smith explained, “So, historically, the reason it’s called a touchdown in football [is], in rugby, you have to touch the ball down to score a ‘try.’” A try is scored when the ball is grounded in the opposition’s in-goal area.
Another thing Smith loves is the respect the players have for each other.
He said, “The most respect, typically, [is given] to the referees. We don’t talk back. We say ‘thank you, yes sir, no sir,’ and that’s what I love about it. It’s the idea of respect for us and the other people playing the sport. Because we pay money to beat each other up.”
CBS
After certain infringements, or when the ball is unplayable, players will pack closely together with their heads down in what’s called a ‘scrum,’ attempting to gain possession of the ball. Smith said it’s important to have a good ‘sir’ to keep things safe.
“Sometimes the older guys that have been doing it a while, they try to get away with some stuff to be cheeky, if you will. So, you have to have a good ‘sir,’ or referee, that’s really kind of watching that scrum to make sure we keep it up and they keep it safe,” he said.
“And the scrum. They call it the ‘dark arts.’ It’s one big man hug. So, those guys in the front, the ‘props,’ they’re just trying to push each other back straight,” Smith explained.
CBS
Smith said this may be his last year, and he’s been training hard.
“I’ve been training for this, you know, working out in my classroom as a school teacher, and the kids think I’m crazy. I guess I am a little bit,” he said with a laugh. “Forty-two years old, two small kids, this is my last go full-time, so I’d love to go out on top.”
Saturday’s game starts at 8:30 a.m. MST and will stream live on the Mid-America Rugby Union YouTube channel. The winner of Saturday’s match-up will face the winner of the game between the Columbia Rhinos and the Rocky Gorge on Sunday.
Denver, CO
Crash involving RTD bus in Denver causes serious injuries

A crash involving a Regional Transportation District bus and another vehicle near Havana Street and 47th Avenue in Denver caused serious injuries and blocked traffic Friday morning, police say.
The crash on the border between Denver’s Montbello and Central Park neighborhoods had closed both directions of Havana and westbound 47th when it was announced by police at 6:46 a.m. Denver7 reported that the bus was operated by RTD, and there were two passengers and a driver inside at the time of the crash.
Denver police did not immediately respond to questions about the circumstances of the crash and the number and extent of injuries.
This is a developing story and may be updated.
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Originally Published:
Denver, CO
Mental Health Action Day energizes communities in Denver committed to emotional health

It is Mental Health Action Day, a day where CBS colleagues around the country join together with MTV to champion all the ways people are taking action for mental health for themselves, their loved ones, and the community.
In Denver’s La Alma Lincoln Park neighborhood, young people with Youth on Record spent the day doing a “Mental Health First Aid” training.
Among the topics discussed was the “A-S-K” method: Acknowledge – Support – and Keep in Touch. Research has shown that social connection is the strongest protective factor to prevent depression. The American Psychiatric Association found that people with high social support have a 63% lower risk of depression, compared to those with low social support.
CBS
Thursday’s training was aimed at empowering young people to support their peers and neighbors.
Moses Graytower embodies the mission of Youth on Record. The organization provides studio space where young people can play, perform and record music.
The aim is to help creatives find their voice and value.
Moses was quite young when he discovered his talent. He said, “If I could sing songs for people, I could probably make them feel good too. And I remember learning covers on youtube and singing them for my friends at recess every single day.”
CBS
Now an integral part of this creative community, Moses says Youth on Record has made all the difference, “I never feel alone. You know, as an independent artist, it’s really easy to feel like it’s you versus everybody you know, you versus the institution, you versus the progress that you think you should be making. I come here, it’s, there’s people who have my back. You know, I have plenty of mentors who I owe truly my life to.”
Moses took part in Mental Health Action Day. Youth on Record’s Mental Health and Wellness Manager Gavrielle Reyes said, “How can we teach them some tools and tricks that’ll allow for them to better care for themselves? How can we empower them with language so that they can be reliable narrators for their own experiences?”
Moses looks forward to having more tools to help others address emotions and challenges. He’s grateful to Youth on Record – and calls it a big family that wants to see you win.
“They were there for me in really hard times, and they let me know everything was gonna be okay, that I’m on my path, and I’m doing it exactly the way that it’s supposed to be done,” added Moses.
CBS
CBS Colorado, together with our parent company Paramount and M-T-V, provided a grant to Youth on Record to make the day’s activities possible. CBS Colorado’s Karen Leigh spent the afternoon meeting participants and attending the concert culminating the Action Day.
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