The company owes at least £20,000 to ticket holders, campaigners say.

Viagogo has been accused of withholding thousands of pounds from customers who were accidentally overcharged by the secondary ticketing website.

As the Guardian reports, Viagogo explained that it had experienced a “hiccup” earlier this month and told MoneySavingExpert that customers would be refunded.

But according to angry ticket buyers, the company is still withholding money. A private Facebook group, called Victim of Viagogo, has been set up to support customers affected by the “glitch” that saw them pay over the odds for gigs by artists including Ed Sheeran. One customer with a critically ill baby ended up paying £917.12 instead of £170, while another was expecting to pay £180, but was told in a confirmation email that she had been charged £857.93.

Some customers were later informed that they were not eligible for a refund, while others were advised to resell their tickets on Viagogo. Victim of Viagago says that the company owes at least £20,000 to ticket-holders.

Viagogo is one of the leading websites in the controversial secondary ticketing industry, which is estimated to be worth £1bn. Last February, the UK government finally agreed to protect fans from fraud on the secondary ticketing market. The proposals, collected in an amendment to the consumer rights bill, will mean that fans buying tickets from sites like Viagogo, Stubhub and Seatwave will now be given the exact details of the ticket they’re buying, including seat numbers, face value and the identity of the original seller.

FACT has reached out to Viagogo for comment.