"We don't have your tickets. Here is your money back," recalled Arteaga.
Vidal expressed that the corporate response was inadequate and indicated a systemic issue.
"This is a pattern. These guys need to be held accountable," said Vidal.
He noted that the resolution only occurred after investigative intervention.
"I don't think we could have gotten our tickets back if it weren't for you," said Vidal.
Another family was left outside the gates after buying $1,500 tickets as a holiday gift for ten-year-old Hudson Wells, as reported by WYFF News 4.
"And then my Pop Pop says we're going to the World Cup," Hudson said.
The child's father, Greg Wells, explained that the confirmation arrived late alongside an automated refund notification.
"And I'm like, 'Wow, that's amazing,'" said Hudson.
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His grandfather, Jim Wells, described the disappointment of listening to the pre-game ceremonies from outside the venue.
"While he's (Jim) on the phone with an agent saying tickets are coming, he gets this email that says, we could process a refund for your order number.
And we'll take a look at it in 10 days," said Greg Wells, Hudson's dad.
Jim Wells stated that the soaring prices on secondary markets made replacement options unfeasible despite a subsequent 25 percent voucher from StubHub.
"Hearing the crowd and the national anthems being played for the teams, and hearing all that standing outside, you know, that that really stunk," said Jim Wells.
