An 89-year-old man from San Diego had his lifelong dream of attending a FIFA World Cup game turn into a $6,000 disappointment right at the stadium entrance.
Paola Hernandez, 26, shared with the California Post how thrilled her grandfather, Chico Mendez, was to see his favorite Mexican national team compete against South Korea on Thursday. While they were heading to the stadium, she recalled their shared excitement, having flown in earlier in the day and arriving at Estadio Akron in Zapopan about six hours before kickoff to soak in the pregame atmosphere.
However, their once-in-a-lifetime chance to witness this event crumbled when Hernandez realized that the $6,000 ticket he bought on StubHub wasn’t appearing in the app.
“Everything looked fine. It was verified, and the payment was processed,” Hernandez noted.
Having used StubHub before without any issues, she expressed concern that the tickets hadn’t yet been sent to her grandfather.
Feeling anxious he might have become a victim of a scam, they reached out to StubHub several times. Unfortunately, they were told they would need to wait, as ticket resale sites require time for sellers to transfer tickets through the FIFA app.
Hernandez was astonished when StubHub’s customer service said she had to wait until halftime for the tickets.
But ultimately, the tickets never came. After a first half without goals, Luis Romo scored against South Korea’s goalkeeper, Kim Seung-gyu. At that moment, Mendes, who was decked out in Mexican soccer gear, couldn’t contain his emotions and cried as the 45,522 fans inside the stadium cheered.
“It was heartbreaking to see him so devastated,” Hernandez said. “He was full of excitement and hope—this was his dream. Seeing it snatched away was gut-wrenching.” She later shared on TikTok the nightmare of seeing her grandfather watch the game on his cell phone instead of from the stands.
The video quickly gained traction, amassing 13 million views, with viewers urging StubHub to take accountability for the situation faced by fans of El Tri.
Subsequently, StubHub reached out to Hernandez, offering a refund along with tickets to the remaining World Cup matches. However, Hernandez indicated that traveling to Mexico City wasn’t an option for them due to her grandfather’s high blood pressure and the altitude.
A StubHub representative expressed sadness over the ordeal, stating they want to provide Hernandez and her grandfather with a memorable World Cup experience.
They reassured that the refund process had been completed and that VIP packages were being offered to families, ensuring full travel support. They acknowledged they couldn’t replace the moment lost but committed to making sure they would have another chance.
Tickets for the World Cup had gone on sale on September 10, 2025, with a mix of random draws. Resellers were instructed to transfer tickets to buyers via FIFA’s Marketplace.
It remains unclear if Hernandez’s original ticket was also listed elsewhere at the time. A StubHub spokesperson mentioned that their seller policy requires immediate removal of listings if tickets are sold to someone else, and sellers who fail to comply may incur penalties, including potential suspension.
