Yes, my bad, in looking back through all the emails I got, I see that getting tickets via the fan club "Request" process was different than TM Verified Fan.
Ticketmaster has a page about "Requests," apparently it's administered by s subsidiary.
https://blog.ticketmaster.com/ticketmaster-request-faq/
We’re here to help. Email us at customerservice@ticketstoday.com. If you’re reaching out with questions about your request, make sure to have your receipt number, email and the last four numbers of the credit card used to submit your request.
If that's the email OP used to inquire and they happened to provide at least the last 4 numbers of the credit card, then I think Ticketstoday/TM should have beeen able to find the transaction. I believe you also had to log in during the request process, so there should be multiple ties between your account, your credit card, and the tickets.
Regardless of whether OP emailed Ticketstoday or Ticketmaster, it really shouldn't have been a big deal for them to either find the transaction or tell you what info they needed.
I spoke to a rep from MSG in New York last week because I wanted to find out if I would be able to use an iPad instead of a smartphone to display my tix and get in. She basically said it's too early to know what the procedure at the Sphere will be, but that if you show up at one of their existing open venues and there's a ticketing problem, if the person who bought the tickets is present, credit card and ID is all they need to do a workaround on the spot. Which means it's simply not a big deal to find a transaction and the tickets associated with it.
Ticketstoday also has a customer service phone number listed on its website:
800-594-8499
I would give that a shot (or multiple shots) and I would definitely dispute the charge with the credit card company if you can do so. Save any emails and mske notes on any phone conversations your have with TT/TM so you can support your dispute.
They owe you either speedy tickets or a speedy refund.
