u/Internal-Profile-800

Me and my fiancé are at the the show right now, and we have vip tickets from Ticketmaster. We followed the bands website and everything to get our tickets but we were denied the merch such as the poster and lanyard we were supposed to get? We were told the vip we bought only got us access to the vip lounge. Has anyone else had this problem? We were told we bought tickets through the venue and not through them but we did what was on the website. We should’ve received the signed poster and what not no? We got the standard vip package, not the ultimate with the meet and greet. It states on the bands website that the standard VIP got us some merch.