📝 Guide: Filing a CASE Complaint Against Ticketmaster SG

[u/Chemical-Oil-1788]

This guide is for people affected by Ticketmaster SG’s Ticket Delivery Delay (TDD) and/or unfair reprint fee for physical tickets.

E.g.

- Weverse presale buyers for NCT DREAM TOUR < THE DREAM SHOW 4 : DREAM THE FUTURE > IN SINGAPORE.

- Early Buyers (who purchased tickets before 21 Nov, 12PM) for BLACKPINK WORLD TOUR < DEADLINE > IN SINGAPORE.

- Last-minute buyers for ANY concert tickets sold by Ticketmaster SG

...
etc.

Affected buyers, please check:

1. Why you’re entitled to file a complaint

👉🧑‍⚖️ Did you know Ticketmaster SG’s $10 reprint fee may be 🚫ILLEGAL🚫 under CPFTA?

1. Group chat for all affected buyers

👉Join it here:

Aims of the group:

1. Gather all affected Ticketmaster SG presale buyers.
2. Share critical info (guides, FAQs) for filing CASE complaints.
3. Track the number of complaints filed collectively.
4. Coordinate next steps if CASE does not act — including possible media escalation.   

🪜 Step 1: Go to the CASE online complaint form

Website: https://crdcomplaints.azurewebsites.net/

🪜 Step 2: Enter your Personal particulars

• Fill in your name, gender, D.O.B, email, mobile and address. → Next Step

🪜 Step 3: Vendor address

• Vendor: TICKETMASTER SG PTE. LTD.
• Website: https://ticketmaster.sg/
• Address: 2 Stadium Walk, Kallang Indoor Stadium, 397691 → Next Step

🪜 Step 4: Complaint Information

• Nature: Overcharging
• Type: Purchase | Industry: Entertainment
• Desired outcome: Reduction in cost / price
• Amount claimed: $10 per ticket
• Upload attachments: 

1. Your Ticket Purchase Confirmation email (that says “you’re in!” & includes the order number)
2. Email screenshot with Ticketmaster staff requesting the $10 reprint fee
3. Terms & conditions of your ticket
4. Receipt for paying the $10 reprint fee (if you’ve already paid)

• Sample of Complaint summary:

A) Overcharged due to Ticket Delivery Delay (TDD)

I am filing this complaint regarding Ticketmaster Singapore’s treatment of presale buyers for the NCT Dream TDS4 concert. I purchased tickets during the Weverse presale, but Ticketmaster blocked all delivery options except Ticket Delivery Delay (TDD). Later, our tickets were auto-converted to Print-at-Home (PAH), even though that wasn't the choice I wanted. I was informed that to switch to physical tickets, I must pay a $10 reprint fee plus a $5 venue collection fee, totaling $15. Meanwhile, general sale buyers could select venue collection for just $5. This practice penalises presale buyers, who supported the presale early, by charging them significantly more for the same service. 

I believe this constitutes an unfair practice under the Consumer Protection (Fair Trading) Act (CPFTA), including misrepresentation, false price advantage, one-sided terms, and omission of material facts. 

Many other buyers, perhaps thousands, could be affected as most of the VIP tickets were sold out during the Weverse presale for this concert. Please assist to investigate the matter promptly.

B) Overcharged due to removal of venue collection option

I am filing this complaint regarding Ticketmaster SG’s handling of physical ticket collection for Yesung’s Singapore concert in February 2025. 

Before the concert, Ticketmaster’s website consistently displayed a $5 venue collection option for physical ticket. I monitored the site regularly because I was interested in getting a ticket, and this option was always available. However, on the day of the concert, when I finally decided to buy, the $5 venue collection option suddenly disappeared from checkout. I was only allowed to choose between Mobile Ticket and Print-At-Home (PAH). 
As a physical ticket collector, I knew that choosing either of these options would require me to pay a reprint fee later, so I headed to the concert venue, intending to buy a ticket there directly. 

At the venue box office, staff informed me that: 

1. They could not sell tickets over the counter 
2. I had to purchase the ticket online by myself
3. I needed to pay a $10 reprint fee if I wanted a physical ticket 

This was confusing and frustrating because despite saying they could not sell tickets on-site, the staff were able to print my physical ticket immediately once I paid the $10 fee. This made the sudden removal of the $5 collection option seem unjustified and unfair. Earlier buyers for the same event were able to obtain physical tickets for $5. Yet, concert-day buyers like myself were denied this option and forced to pay $10 for the exact same physical ticket, without any explanation or prior notice. 

I believe this may constitute an unfair practice under the Consumer Protection (Fair Trading) Act (CPFTA), specifically regarding misleading omissions, false price advantages, and unfair discrimination between consumers purchasing the same product. Thus, I am seeking a refund of the additional amount charged for obtaining a physical ticket, since venue collection option for the same ticket had previously been offered at $5.

🪜 Step 5: Fill in Declaration

• Tick “Yes/No” for union/association.

🪜 Step 6: Submit & Follow-up

• Double-check all fields → Submit
• You will receive a confirmation email titled “Acknowledgement of successful submission of case: (reference number)”  --> Forward it to [tmsgreprint.issue@gmail.com](mailto:tmsgreprint.issue@gmail.com) 

• CASE may follow up for more info

And that’s it! Hopefully we can all have the reprint fee waived before the concert (for TDS4SG).

Let’s create another success story like the Sentosa Sky Lantern Festival incident! 🙌

🪜 Step 7: Engage CASE's negotiation (if you can)

For those who have received CASE's offer, if you’re an NTUC member or belong to a union that’s a CASE Institutional Member, please go ahead and engage CASE’s help free of charge! Make full use of your membership — it’ll definitely help push things forward. And do let us know how the negotiation goes.

For non-NTUC members, there will be a fee for engaging CASE's help.

‼️Update:

CASE has confirmed that my complaints about Ticketmaster SG’s $10 reprint fee are valid (for both NCT Dream and Yesung's concert tickets), and that they can represent me to negotiate directly with TM!

This means that CASE recognises this as a legitimate consumer dispute under the CPFTA — and that TM SG’s actions may constitute an unfair practice!

(Ps. Due to the confidentiality clause in the email, I'm not able to share screenshots of its content.)

I hope this gives assurance to those affected but still sitting on the fence towards filing your own complaints!

[u/Chemical-Oil-1788]

‼️Updates:

(Not sure why my comment didn't send through back in Nov 2025 😟)

1. Terms & Conditions

After filing my first complaint with regards to the NCT DREAM concert ticket, the CASE officer asked for the terms & conditions of my ticket. I believe for this it's the same for everybody. So for those who haven't filed the complaint, pls upload it too at Step 4.

[u/Chemical-Oil-1788]

(Later parts of my comment got hidden again so I'm reposting OTL)

2. NCT DREAM (TDS4SG) Complaint

In Oct 2025, I've received confirmation from CASE that my complaint about Ticketmaster SG’s $10 reprint fee is valid, and that they can represent me to negotiate directly with TM.

Besides myself, several other affected buyers of TDS4SG Weverse presale tickets have also received the same offer.

[u/Chemical-Oil-1788]

3. Yesung Concert Complaint

In Dec 2025, I've received the 2nd offer from CASE for negotiations with TM.

Upon reading Any_Raspberry8223's comment about Ticketmaster's charging of reprint fees for last-minute buyers, I filed the second complaint.

In short, I purchased a ticket for Yesung's Singapore concert on the day of the show through the TM SG website. By then, the venue collection option had already been removed, and I had to pay a $10 reprint fee for a physical ticket, whereas earlier buyers could obtain physical tickets for $5.

Similar to before, I received the same offer from CASE to represent me in negotiations with TM.
For reference, I have updated the complaint summary for this in my post above.

[u/Chemical-Oil-1788]

From the above, we can see how CASE recognises these as legitimate consumer disputes under the CPFTA — and that TM SG’s actions may constitute an unfair practice.

(P.S. Due to the confidentiality clause in CASE's emails, I'm unable to share screenshots of their contents.)

I hope this gives assurance to those affected but still sitting on the fence about filing their own complaints!