Animaljam

Dear Counselor,We have provided the only refund we can physically attempt to give via the billing tool as the charges date back to We have not been able to speak with the customer since Janvia phoneThe customer had not contacted us about the older charges from until Jan of We have no ticket history with the username of the account or the email address she contacted us from prior to the most recent contactIf any earlier charges had been followed up with sooner, we may have been able to work outside our policies to provide said refundUnfortunately it seems originally the account was created with an erroneous email address, thus making the account inaccessible to the customer so they could have canceled their recurring charges on their ownAll our charges do provide contact information via the charge, so she could have attempted previously to address the recurring charge or disputed with her credit card company.Please let us know if you have further questions, as we had hoped the gesture of the refund outside of our Terms of Service would have helped the situation some.AJHQ

Dear Dispute Counselor, Thank you for your inquiryWe'd be more than happy to review the details of their inquiryThe customer wrote into our support on December 21, stating that he was confused about why his daughter's account had been suspendedOne of our agents responded to [redacted] on the following day asking for billing information so we could locate and verify the account they were contacting us aboutOn January 1, [redacted] responded with the requested information happy we could assist them in resolving this matterDue to a large volume of support tickets from the holiday season, our response was delayed until January where one of our agents informed the customer the account was permanently banned per our Terms of Service due to a charge back filed against the transactions on the accountA chargeback is filed when a customer assumes there has been fraud on their credit card at some point or it’s an unknown transactionThus, the transaction was reported to us as unauthorized on December 20, On January [redacted] responded and stated that he believed that banning their child's account was unfairly punishing their childWe then received a complaint from the customer via the Revdex.com on January We worked with our Billing Team to review the chargeback and the complaint by the parent and decided that we are willing to lift the ban on the account after speaking with the account owners and offered to call them back on January We were unable to contact the customer on January due to a scheduling error on our part but did call them on January We were unable to reach them and a manager left them voicemails on January 11, January 13, and January but as the date of this filling we have not heard back from [redacted] or [redacted] We followed up via email on January and January stating that we have attempted to call but have received no replyOn January when we emailed we also informed them we have lifted the suspension on the account allowing their child to access our websiteWe will be closing their ticket on our side but we have encouraged them to respond if they need further assistanceWe have also informed them that we have placed them on our VIP list and their emails will go directly to our management team if they need any help in the futureWe’d also like to advise that activating their parent dashboard will allow them access to easily turn on and off any future billing they may apply to the accountPlease let us know if you have any more questions concerning [redacted] and [redacted] ’s inquiry and we will be happy to help

Dear Dispute Counselor, Thank you for your inquiry concerning our correspondence with [redacted] ***We'd be more than happy to review her ticket history with youOn 9/21/ [redacted] wrote to our support email explaining he attempted multiple transactions to purchase a membershipOur website said these were declined but his bank showed these transactions as successful [redacted] asked for a refund for these purchasesAfter a few emails to collect billing, our agents reviewed ***'s transactions in our billing system and confirmed these were rejected and funds were not successfully taken from our endWe also had a customer service representative call [redacted] and explain the situation [redacted] was adamant that we had received these funds and asked to speak with a managerOn 9/23/one of our managers called [redacted] back and explained that sometimes rejected transactions will show as being withdrawn from the account as a hold or pending transactionHe reassured [redacted] that we did not take these funds and that it can take upwards of business days for holds like these to fall off the account [redacted] was still insistent that these transactions had posted, so the inquiry was escalated to our head of customer serviceOur customer service head reviewed the situation and escalated this to our billing lead on 9/26/She confirmed that these transactions were all declined, and the customer would get these back once the bank posted it back to his accountWith all credit card transactions, there is often a pre-authorization hold that can last for up to business daysThese transactions were attempted on 9/21/and may take until October 2nd for the pre-authorization hold to reverseWe had advised [redacted] to call and speak with his bank or financial institution to further review the situation and let them know that these transactions have been rejectedThey can give a more accurate timeline on when the funds should return to the accountWe have also granted his account with diamonds as a customer service gestureWe are hoping by the time we reply with this information, the charges will have been dismissed on his endPlease let us know if you need any further information concerning this inquiryAJHQ

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Dear Revdex.com Dispute Counselor, Thank you for escalating complaint ID [redacted] One of our support managers has reached out to Mr./Mrs [redacted] to provide an update on the matter As requested we received a notice of chargeback from American Express on behalf of the user We have since refunded the disputed amount The customer did contact us initially on August 30th, It seemed there was some miscommunication as we were unable to verify the account/billing information We will definitely look into our support agent's exchanges with Mror Mrs [redacted] for any improvement opportunities Many times we find that charges to Animal Jam may have resulted from a purchase without parental permission In this case, we see the account registration and charge originate manually from the same machine, which may have indicated such In the end, we'd like to apologize to the user for any frustrations and inconveniences this may have occurred Ultimately, the disputed charge was refunded as requested, we will also blacklist the card information to help prevent any charges from Animal Jam, and will continue to review our support exchanges involving any claims of unauthorized charges Sincerely, Animal Jam HQ

Dear Revdex.com Dispute Counselor, Thank you for escalating complaint ID [redacted] We apologize about the delay in responding to this complaint, however we're hopeful now that our contact information is updated with the Revdex.com that these complaints will continue to funnel to us correctly It looks like Ms [redacted] 's complaint was logged back in July We understand that this user requested that we delete two accounts that were created without being properly tied to her parental email We received an initial request on June 29th, which we then requested additional verification information in order to properly carry out the request Then between July 1st thru July we requested additional information about the accounts to verify their registration/ownership Since they were not provided at that time our support team was unable to comply with the original request However, one of our managers allowed the accounts to be deleted as requested per our discussions with [redacted] The accounts that she requested be deleted were deleted/disabled on July 14th As such the customer's request has been fulfilled and if they have any additional questions, we can always be reached at [redacted] @animaljam.comSincerely, Animal Jam HQ

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Dear Counselor,We'd like to present a timeline of events for a our customer:9/8/We received the Revdex.com Complaint from this customer and created a new support ticket in order to assist as we had no open or recent communication with this customer.9/We attempted to reach the customer by phone but were only able to reach voicemail our first attemptA subsequent call later that day and reached the customer.9/After speaking with the customer, we were able to locate the charge from 9/5.We refunded the transaction and canceled any recurring transactions per the customer's request.As of 9/we have not received any further requests from this customer.Current Status as requested by the customer for resolution:- The transaction from 9/has been refunded.- The account's recurring membership has been turned off.Please let us know if we can be of further assistance.All the Best,AJHQ

Dear Revdex.com Counselor, Thank you for notifying us of the complaint ID# [redacted] We have since resolved this with our valued customerThe customer wrote in initially on April 6, in regards to their child's and their parent accounts being banned for a disciplinary actionAfter speaking with the customer via phone we were able to explain the cause of this infraction and come to a solution that both benefited the customer and satisfied our safety and security requirementsThis update was finalized on April 11, after receiving verification information via emailAs a customer service gesture and to help resolve the customer's concerns, we did the following actions: Provided chat logs of the offense to better explain the suspension Lifted the suspension on the two children's accounts Granted back days of Club Membership to each account lost due to the suspension Created and assisted activation of a new Parent Dashboard.On April 11, we received notice from the customer that we have resolved this to her satisfaction.Sincerely, AJHQ

Complaint: [redacted] I am rejecting this response because:It is the same BS from these guys! I have told them I am no longer going to subscribe for my daughter's account anymore They don't seem to care that there are "players" all over their game that are scamming others out of the things you can earn while playing the game I am through dealing with this company's BS and having to deal with my daughter crying because she was scammed out of her stuff on it Good luck to them but I will be as vocal to anyone who will listen about the integrity of this company and will discourage all from playing it and especially to think long and hard about becoming a paid member!! Sincerely, [redacted]

Dear Revdex.com Dispute Counselor, Thank you for notifying us regarding the Revdex.com Complaint # [redacted] We have since resolved Ms [redacted] 's request We require specific verification information when fulfilling requests that will change an account's status or informationThis is to protect the safety and security of our playersUnfortunately, Ms [redacted] 's provided email did not match our records for the account and the information needed was not provided until 3/19/We have since cancelled the recurring subscription on her accountWe have offered to refund the latest transaction out of policy and update the account's parent email to her email address so that she can better monitor her child's account To do so we requested one piece of billing information to fully verify the transactionWe have also attempted to call Ms [redacted] and left a message on her voicemail as well as an additional follow up via emailUnfortunately as of this time we have not received a responseOnce we have verified this information, we will fulfill her request as quickly as possible Sincerely, AJHQ / [redacted] Style Definitions */

Dear Revdex.com Counselor, Thank you for informing us of complaint ID # [redacted] We have since been able to reach Ms [redacted] .We explained to Ms [redacted] that the account had been used to take the moderated action and therefore had to be moderated for breaking our Animal Jam Rules regardless of who was using the accountWe also covered how our moderation works and why we take the actions we doAs a customer service gesture, we have moved her child's account to an email in which Mrs [redacted] can monitorWe have also explained how the Parent Dashboard allows for her to enable or disable the account to prevent unauthorized use as well as to notify us right away should she have any accounts created without her permissionMs [redacted] was satisfied by the end of this call, and we welcome her to contact us again should she have any other concerns or questionsSincerely, AJHQ

Dear Revdex.com Counselor, Thank you for informing us of ID# [redacted] We have since resolved this with our valued customerMr [redacted] wrote in on March 30th regarding two unauthorized accounts that his children created and he wished to have deletedUnfortunately Mr [redacted] was asked provide a verification point to continue the process and was unable toAs our deletion procedure is a permanent removal of data for a customer, we require very specific verification information to prove ownership.We offered to call Mr [redacted] who provided his phone number but did not wish to have us call and simply wanted the accounts deletedThe customer's desired resolution was to have the two accounts closedThe accounts in which the usernames were provided for were disabled from being accessed and closedWe feel Mr [redacted] was satisfied once this was completedSincerely, AJHQ

Dear Revdex.com Counselor, Thank you for informing us of the complaint ID# # [redacted] We have since been in contact with our valued customerThe customer contacted us on February 8th, requesting the removal of our recurring subscription from two accounts as well as a refund for both transactionsUnfortunately there was an agent error in fulfilling this request which we apologize for and have taken measures to ensure that this does not occur againDuring the course of our research, we did notice that both accounts were not under the customer's email address which would explain why they may not have received our notifications of subscription emailsWe have offered to correct this for themAdditionally, we have added this customer to our VIP mailing list in which all emails sent to us will go directly to managers for resolution The customer's desired resolution was to have his recurring subscription cancelled and transactions refundedWe have fulfilled both of these requests and offered to remove the accounts entirely if they would like We also would be more than happy to discuss any additional questions or concerns with them via phone or emailAt this time we have not received a response Sincerely, AJHQ / [redacted] Style Definitions */

Thank you for contacting usWe are sorry you had such a difficult time canceling your recurring subscriptionYou first contacted us twice on Jan5th, and we responded the next day asking your for basic billing verification information to locate the account as well as process a refundWe did not receive a response to this request but did receive the Revdex.com complaintIn review of your issue it seems there were two key factors: The parent email on file was different than what was originally thought used and different from the email used to contact us at support and here Thus when trying to access the parent email you were not receiving the password resets to access it and thus be able to cancel As of Jan10, we’ve helped you cancel he recurring as well as refunded your last month’s chargeWe did offer to update the parent email to the one left with the review, but you declined and will be fine with it left as isPlease let us know if we can be of further assistance, and we again apologize for your delayAll the Best, AJHQ

Hello Dispute Counselor, We’d be happy to provide a timeline for our customer: 7/07:pm Mountain - The customer writes in explaining that her daughter's account lost a Flower Crown virtual item in an unfair tradeShe asks us to restore that item to her child's account7/8: pm - The customer responds with additional information about the incident and their player account as requested from us7/9:pm - Our Tier agents responds with inaccurate information to the customer that results in QA errors on the agent’s partThe Tier agent likely did not research this customer's account records sufficiently7/9:pm - The customer responds and asks again that we please reinstate the item to her child's accountShe also states she will attempt to activate her child's player account, as previously instructed by the Tier agent7/9:pm – The same agent responds with the same incorrect response7/10:pm - The customer responds to clarify points that our agent missedThe customer also mentions she has submitted a complaint to the Revdex.com7/05:am – Finally escalated correctly for more review, and our Tier agents apologize to the customer for their negative experience and return the missing item to the customer's player account We have not received any further response from this customerPlease let me know if there are any questions or if additional information is neededWe feel this is resolved on our end to the customer’s satisfaction and apologize for the issues in regard to the review of this user’s customer service experience All the Best, AJHQ

If my initial card information was not found on file, then I should have been asked for further information immediately versus me asking twice and twice receiving a confirmation that my account was cancelled, when it obviously was notYour "reps" take days to respond to emailsI have since cancelled my credit card so you cannot charge me again but would like to know how I will be receiving my refund

Dear Dispute Counselor,Here is a timeline of events with our customer:1/14/- The customer contacted us requesting refunds and wanted refunds back from January 2016.1/16/- We responded letting the customer know we cancelled recurring and that the e-mail on file didn't match the e-mail they were contacting us from We offered to update the e-mail and let them know the refund request was being escalated for review.1/17/- We responded from our Supervisor Team requesting a phone call and to speak to her on the phone to discuss the situation further.1/21/- The customer responded with a phone number and a time to reach her.1/21/- We called and received voicemail.1/22/- We called and spoke to the customer We let her know that she didn't receive any e-mails about the recurring charges because the e-mail address was created with an incorrect one in our system We offered her an out of policy refund but made her aware we wouldn't be able to refund back all the way back to due to system limitations for the billing processor, and we had no previous e-mails from them Customer asked her request to be escalated.1/23/- Our Billing Department was able to refund one additional charge as a customer service gesture that was days out of policy We called her and let her know we were able to refund one more charge for her We also let her know the other charges would need to be disputed through her bank if she wanted a refund We went over our Terms of Services she agreed upon when signing up with an account and making a purchase She didn't want to dispute the charges through her bank and wanted us to refund the additional charges and to speak with someone else 1/24/2018, 1/25/and 1/26/- We tried having someone else call the customer and weren't able to get a hold of her 1/26/- We followed up to the customer via email letting her know we have tried to reach her and have been unsuccessful We confirmed the refunds we issued and that we would be unable to issue any additional refunds and apologized We provided a copy of our terms of services and let the customer know they could respond and contact us back if they have any additional questions or concerns The total refund was in the amount of $29.95.Please let us know if we can be of further helpAll the Best,AJHQ

Hello Revdex.com Complaint Counselor, Thank you for making us aware of the complaint ID # [redacted] We have since addressed this issue with our valued customer The customer contacted us on December 28th, in regards to their child not being able to access their accountUnfortunately, the customer did not provide us with any additional verifiable or searchable information so that we could assist them furtherThe customer then submitted a Revdex.com Complaint on December 28th, as they were understandably eager to get this issue resolved during the holiday seasonWe requested additional account and billing information so we could better assist them to which they responded The customer was affected by a security process we had in place which has since been updated and rectified The customer's desired resolution is that they gain access to their accounts, are granted promotional gifts missed as a result of this issue and that we apologize to them regarding this inconvenienceThey also wanted a phone number to speak with a representative in which they could call directly We have since apologized to the customer, granted them access to their accounts and granted additional days of membership to make up for any time lostWe are currently working on gaining the necessary developer resources to grant back the promotional items that were lost as a result of this issue and will be granting them to each account within the next hoursUnfortunately at this time we do not have a phone number that they can call directly to speak with a manager or representativeWe have also listed this customer on our VIP list to ensure that their emails go directly to a manager for the future Sincerely, Animal Jam HQ / [redacted] Style Definitions */