I was surprised to hear this as well. One day, I got an email from Ticketmaster telling me my tickets had shipped. Four days later, I saw a refund from Ticketmaster on my credit card statement. Of course, Ticketmaster didn't refund the whole thing. They kept about $10 of their "handling fee."
this happened to me last year, with Kelly Clarkson tickets, but I called my cc company (visa) and I was actually calling for something else, and casually mentioned this (TM withholding the 'handling fee') and they(visa) refunded it back to me!
I think I heard that she was having vocal chord problems-nodules or something like that, and she needs to take some time off to prevent permanent damage. That very frequently happens to young singers.
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