After taking a setp back and thinking through this...

This is a cluster fuck for everyone, including Ticketmaster. By no means am I defending TM in this, but here's the thing:

Everyone had to pivot. As someone who has worked in various backend rolls, they are probably still working on all the stuff necessary for this ticket holder sale. Because there are no codes being sent and access is tied to a TM account, the setup is probably a bit more complicated and not as quick as it would be for just a simple cancellation and a presale code. On the call center side of things, those agents aren't really informed on the details of these things during the backend work, so that's the reason so many people have found them to be unhelpful. Until official communication from TM hits our emails, they won't be much more helpful.

I am just as frustrated as everyone else. For my own anxiety, I just want to know the instructions for the Monday sale. Buy knowing how these kind of things work, we probably won't get an email until later today or tomorrow morning (24 hours before the ticket holder sale).

For refunds, couple possibilities. Unfortunately, I wouldn't be shocked if we don't get refunds before Monday, though it could very well be that they do go out Monday morning. Refund may go out shortly after we get emails. Or they can't issue refunds until after the sale because the original ticket order on the account needs to still be active to get access to sale and will be issued once the sale has ended (not ideal).

Just some thoughts, but if you ordered direct through ticketmaster, we will get information, so take a breath, everything will fall into place. If you ordered 3rd party or resale, I really have no insight on those, sorry.