StubHub accused of charging ‘deceptive’ fees in DC lawsuit

StubHub is facing a new lawsuit that accuses the ticketing service of hiding fees from customers until the very end of the purchasing process. In the lawsuit filed on Wednesday, District of Columbia Attorney General Brian L. Schwalb claims StubHub engages in “a series of deceptive, manipulative, and unfair practices.”

Attorney General Schwalb alleges StubHub uses a “bait-and-switch” technique where it advertises “deceptively low” ticket prices and adds extra charges after a multi-page purchase process. During that process, StubHub displays a countdown timer giving customers 10 minutes to complete their purchase — something Schwalb calls a dark pattern designed to create a “false sense of urgency.”

In addition, Schwalb accuses StubHub of misrepresenting the “Fulfillment and Services Fee” it charges at checkout. These fees “vary wildly” and aren’t related to fulfillment or service, Schwalb claims in the lawsuit. The lawsuit also points out that StubHub fails to disclose how these fees are calculated or what they’re actually for.

“StubHub intentionally hides the true price to boost profits at its customers’ expense”

While StubHub does have a filter that’s supposed to show estimated fees, the option is buried within multiple drop-down menus that make it more difficult to find. Even with the filter toggled on, StubHub allegedly never included mandatory fees until DC’s Office of the Attorney General contacted the ticketing service about its practices in March 2024.

Schwalb claims StubHub’s practices violate the District of Columbia Consumer Protection Laws (CPPA). He asks the court to order StubHub to pay civil penalties and for an injunction blocking StubHub’s allegedly deceptive practices.

“StubHub lures consumers in by advertising a deceptively low price, forces them through a burdensome purchase process, and then finally reveals a total on the checkout page that is vastly higher than the originally advertised ticket price,” Schwalb says in the press release. “This is no accident — StubHub intentionally hides the true price to boost profits at its customers’ expense.”