Help Me Hank: Ticket Trouble

Those fans, those drums, that strut, that mouth. You've got to agree that Aerosmith is the essence of rock and roll. And when the "Just Push Play" tour headed to the East Coast, Dan (the ultimate fan) was psyched.

Dan, Aerosmith Fan
"I was counting down the days, each day would get closer with one to go."

But then, main man Steve Tyler came down with some sort of throat thing. Fifteen concerts including Boston and Providence were cancelled! Thousands of ticket holders had to get a refund.

Hank Phillippi Ryan
"Did you expect any trouble getting a refund for your tickets?"

Dan
"No."

But trouble he got! Dan purchased his tickets through the Aerosmith fan club. Their web site promised refunds were in the works, but dream on. Dan was told there'd be a refund on his next credit card statement.

Hank Phillippi Ryan
"Was it?"

Dan
"No."

Hank Phillippi Ryan
"So what did you think?"

Dan
"I was wondering where the money was."

Superfan Daphne was wondering the same thing. She also bought tickets to the Fleet Center concert. She got the same song and dance from the fan club.

Daphne
"As time goes by, November into December, December into January, I still haven’t gotten my money back. I was kinda upset about that."

That's when they called Help Me Hank.

We called the fan club and asked what was up with Dan and Daphne’s refunds and instantly they got their money back.

Daphne
"Within a day someone from Fans Rule said they had credited my account for the money."

Which made us wonder, thousands of tickets were sold for the 15 cancelled concerts. How many other fans were still waiting for refunds?

We found the fan club's chat room was teeming with angry ticket holders.

Dan
"All they wanted was their money back and they didn't understand why it was taking so long."

No one from the fan club would agree to talk on camera. They did send us this statement admitting it has a "limited capacity to handle such a vast volume of cancellations." And the transactions have "overwhelmed their administrative resources."

To prove the wheels are now really in motion, the fan club took us inside headquarters and showed us refund checks they said were in process.

Bottom line they said, Aerosmith fans should get their money back any day now. But until then, as the band might say, they're ‘living on the edge.' Fan club officials insist all refunds should be processed by the end of the week and they say they're revamping the system so this doesn’t happen again.