I contacted Ticketmaster (complaint #61191252) on 19 May to upgrade my Beyoncé Cowboy Carter Tour tickets to the pits closer to the stage. I confirmed I was happy to pay the price difference straight away. Instead of processing the upgrade or giving clear instructions, I received slow, copy-pasted responses that ignored the information I had already provided - multiple times. Their agents clearly do not read emails properly and rely entirely on unhelpful templates. By the time I was finally told the correct process (to repurchase and request a refund), the tickets were gone. I was then told nothing could be done because the event was too close, even though I reached out weeks in advance. This has been one of the most frustrating customer service experiences I’ve ever dealt with. I did everything right. Ticketmaster’s delays and poor communication are entirely to blame. Now they refuse to take any responsibility. Avoid using Ticketmaster if you expect actual support or timely, human responses. They cost me the upgrade I was ready and willing to pay for.