We travelled from the UK to Poland with my family and disabled daughter with a life limiting condition on the 1st of August to the Taylor swift event at the pge. On arrival we scanned our tickets to be told the name on the system did not match our ID. The seller had not changed the names on the tickets he had photoshopped the tickets. Furthermore the customer service assistant provided me with the "sellers" ID to try and gain entry however the ID provides still did not match the name on the system when the tickets were scanned. I was told nothing they can do go to the clearance point. I waited 2 hours at the clearance point desk to be told they would not be changing the names on the tickets as I bought the tickets from stubhub and not the official selling site. I was told my only option was to stand in box office and purchase further tickets, I waited 3 hours to be told they had sold out and they were now changing the names on tickets for 50 zloty however it was already 19:10pm and Taylor started at 19:30 and the queue had thousands of people waiting which would have meant that we would have missed the show. Throughout the 5 hours my husband and children one of whom is a wheelchair user sat at the gate watching people entering and crying. Prior to flying to Poland I contacted stubhub and requested confirmation that the ticket holder/seller had definitely changed our names on the system and you reassured me on numerous occasions that he provided proof. When I spoke with a representative from stubhub she reassured me that the seller had done everything correctly however this is untrue as the identification provided to me did not match the system therefore he had not. I am appalled at the level of due diligence you did prior to selling these tickets and the level of customer service provided was appalling offering no alternative solution other than try and alternative gate to see if they'll allow you in.