Animaljam

Dear Dispute Counselor,Please find a timeline of our events:1/23/- Customer wrote in stating they put the membership on the wrong account1/24/- We responded and let them know that gift certificates and cards are non transferable 1/25/- We called the customer and their voicemail was not set up We followed up via email and asked them for billing verification.1/26/- We called the customer and the voicemail wasn't set up.1/27/- We called the customer and the voicemail wasn't set up 1/28/- We followed up with customer letting them know we would like to speak to them on the phone and asked for billing verification again.1/30/- We followed up with customer to let them know we would be happy to have a Manager speak with them and let them know once we had full info we would be happy to research their issue more.We have still not heard back from the customer via email or phone to help assist furtherOnce we have the billing information we can look into a refund on the customer's behalf, or they are welcome to dispute the charge via their credit card company.All the Best,AJHQ

Dear BBB Counselor, Thank you for bringing the complaint ID # [redacted] to our attention. We have since received a resolution with our valued customer.The customer requested their recurring subscription to be cancelled and a refund issued for the latest transaction. We cancelled the... recurring subscription on the account and even though the transaction was outside of our refund policy by 21 days. The customer's desired resolution was of great importance to us. They also requested their billing information to be removed from our system We did credit the customer a refund out of policy as a customer service gesture and requested confirmation that they wished for their information to be blacklisted in our system. To date, we have not received a response to this request. Sincerely, AJHQ

Dear Revdex.com Counselor, We appreciate you informing us of complaint ID# [redacted] We have since resolved this with our Valued Customer We spoke with Mrand Mrs [redacted] via phone several times during the time frame of April 26th to May 18th, During the course of this conversation, we were able to verify one transaction which we refunded on April 28th, for $We also proactively placed a security ban on the associated account and parent email to prevent additional unauthorized charges Unfortunately they were unable to verify all required pieces of billing information on their remaining charges as they belonged to a different debit card and the card had been cancelledWe explained that this verification is for the safety and security of our customer's financial informationWe advised Mrand Mrs [redacted] to contact their financial institution for further assistance on any additional chargesThe financial institution advised her to call the card company issuerThey explained that once the card has been destroyed and the account cancelled, there is no way to receive any refunds to the accountWe told Mrs [redacted] that we would see if there were any possible out of policy resolutions that could be made After additional research, we located several charges from August and one February charge in The [redacted] were offered an out of policy refund for the February chargeUnfortunately the charges from are over months out of policy and unavailable for a refundThe [redacted] agreed to this refund on May 18th, and we completed the refund on May 19th, They should see the refunded post within the next business days The customer's desired resolution was the amount of $to be returned to themUnfortunately due to the length of time from the charges, we were unable to refund this full desired amountWe were able to refund a total of two transactions of $for a total of $ Should Mror Mrs [redacted] have any additional questions or concerns, we would be more than happy to speak with them further Sincerely, AJHQ

Dear Revdex.com Counselor, Thank you for informing us of the complaint ID# [redacted] We have since resolved this issue with our valued customer [redacted] wrote in initially to cancel her recurring subscription in October with all relevant information neededUnfortunately there was an error made by our customer service team which resulted in this not being done as requestedWe apologize for this errorShe again wrote in on April 25th, The recurring subscription was cancelled in which [redacted] requested a refundShe unfortunately responded to the ticket several times which delayed our response to her in processing her refundAfter the refund was processed, we attempted to call [redacted] to ensure that she did not have any additional questions or concernsUnfortunately we have not been able to reach her and have left several voicemailsWe have added her onto our VIP mailing list so that future requests will be received directly by management for an expedited response [redacted] ***'s desired resolution was for us to cancel the recurring subscription attached to her account and to refund her latest transactionThis resolution has been metWe are still happy to have an Animal Jam manager speak with her personally should she wish toAnd again most assuredly apologize for the ineffectual experience she had back in OctoberWe have addressed this issue with the agent regarding their error.Sincerely, AJHQ

The customer contacted our corporate office on August 11, and left a message that they were charged for an online purchase, but they did not see any confirmation on receiving the item. Our corporate office forwarded the message to customer support the same day, and a ticket (***) was
created on the customer's behalf on the same day. The Revdex.com complaint was also submitted on the same day by the customer.We attempted to call the customer Augand emailed.We attempted to call the customer on Augfor a second time..We attempted to email the customer on Augfor a second time.We attempted to call the customer on Augfor a third time.We attempted to email the customer again on Augfor third time.The customer emailed back on Aug14:I have been dealing with this issue for almost two monthsI'm tired of getting the run around from your service departmentMy child has been very upsetShe loves animal jam and if it wasn't for upsetting her more I would stop her membershipWe made three purchases Aug and for diamonds and a It was deducted from my card but we didn't receive our codeI scheduled two times and date for customer service to contact me and I was not contactedI have sent multiple emails and keep getting a reply needing more infoI feel like in getting the run aroundI have filled a complaint with my credit card company and with the Revdex.comThey have had several complaints since you stopped handling service callsYou relying on email contact is very frustratingOnce again you are asking for a ridiculous amount of infoHere is all the info in sendingI want her diamonds awarded to her account. **Name, email, and account username were provided, but we didn't not share these here for privacy reasons.**We attempted to call on Augfor a fourth time.We attempted two calls on Augfor a fifth and sixth time.We attempted to email on Augfor a fourth time.We then received the Revdex.com complaint on Aug19.We attempted to email on Augfor a fifth time, updated ticket # ***.Please note recorded voice mails were left on each call except the first one due to technical difficultiesWe had been emailing to the address attached to the username in our system that was corroborated with the email from the customer.Each email had requested information to verify billing and locate the specific ordersThrough several different research methods we found that the charges for the customer were actually under another family member's name which is different from the customer who requested the issue. We called the other family member on Augin ticket #***, and she confirmed the billing information we had been requestingThe three items' codes purchased have been emailed to the purchaser as of August 22, @ 11:ESTWe also included an offer of a customer service gesture of in game currency once we have a confirmed username and email from the customer. We appreciate our customer and her family and apologize for any inconvenience during their purchase process

Dear Revdex.com Complaint Counselor,
Thank you
for making us aware of the complaint ID #***We have since
addressed this issue with our valued customer
The customer contacted us on December 28th, The customer then submitted a
Revdex.com Complaint on December 29th, as they were understandably eager to get
this issue resolved during the holiday seasonWe truly apologize for any
delays that may have occurred over the holiday season as we experienced heavy
ticket volume
We unfortunately found this to be a case of our security measures being overly
aggressive and apologize to the customer and their family for any
inconveniences. We have also used this opportunity to continue improving
our proceduresThe customer's desired resolution is that they gain access to
their account, are granted promotional gifts missed as a result of this issue
and that we personally contact them in regards to this issue
We spoke with the customer directlyTo further apologize for any inconvenience
and frustration they experienced as a result of this incident, we granted the
customer access back to their account, granted one-month of membership and
virtual currency to the accountWe 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 hours. We 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

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

Hello Revdex.com Complaint Counselor,Thank you for making us aware of the complaint ID #***We have since addressed this issue with our valued customer.The customer wrote to us on October 13th, regarding unauthorized transactionsThere were four attempted calls and three emails sent in which
billing information was requestedUnfortunately, the customer only responded once to these inquiries, and we were unfortunately unable to see the response as they did not respond above the inline section of the email. On our fifth call attempt, we were able to speak with the customer directly regarding their issueWe explained our refund policy and that we list these policies in three separate places during the purchase processAdditionally we offered to update one of the accounts as it was not under an email they controlledThe customer did not wish to take us up on that offer and only wanted the accounts closedWe refunded two transactions as well as deleted the two accounts after confirming the customer understood it would be a permanent deletion of information and dataThey stated they understood and were satisfied with that resolution. Sincerely, AJHQ

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

Dear Revdex.com Counselor, Thank you for informing us of the complaint ID# ***We have since resolved this concern with Ms***. Ms*** contacted us on 4/5/asking us to cancel her recurring subscription and refund the latest transactionWe needed two more pieces of billing
information in order to do so per our policies that are in place to protect our player accounts and our customer's financial informationThis was provided to us on 4/7/2016. Unfortunately due to increased volume, the customer was not responded to until 4/11/Additionally, because the cardholder first name was incorrect, Ms*** was told that the provided information was incorrect and requested a phone number to call herWe apologize for this errorWe attempted to call Ms*** on 4/12/and was unfortunately unable to reach herA voicemail was left and the charge was refunded. The customer's desired resolution was to have their transaction refunded and our verification process modifiedThe transaction was refunded for the customer and we will be taking proactive measures in regards to the error that was made. Sincerely, AJHQ

Dear Revdex.com Dispute Counselor,
Thank you for escalating complaint ID
#***. We have since reached out to our valued
customer Ms*** *** and have offered a resolution with her. The customer's request was two fold which consisted of a) wanting to find out why an account was suspended and b) that the suspension on the account should've lapsed and have already been lifted. We have reached out to *** via email through our ticket system (#***). In that email we have disclosed the chat behavior that lead to the suspension of the account along with crediting back membership days the account may have missed due to an issue in our system. Our system was not lifting suspensions per after the duration had lapsed (please note that our suspension timer starts at the time of next log in). For these inconveniences we also granted some virtual bonus currency to the account. The Animal Jam accounts registered to her parental email should now have access to the game. If the customer encounters any additional issues they can reach us at anytime at ***@animaljam.com
Sincerely,
Animal Jam HQ

Dear Revdex.com Dispute Counselor,
Thank you
for informing us of the Revdex.com Complaint ID # ***
We have been in contact with
Mrand Mrs*** in regards to this complaintWe want to apologize for any
frustrations and inconveniences with their support experience. Please know that we are taking this very
seriously and will be using this as an opportunity to improve our
services.
On 3/18, our Project Manager
called the ***’s personally to address their concerns as well as to address
their concerns
During this call we were able
to learn about Mrand Mrs***’s experience with our customer support and
we will definitely look into our improvement opportunities and address any
lapses with our team accordingly.
We also explained that we
were unable to release chat logs that didn’t belong to their parental
email. This is due to privacy and security
reasons on our side. While we reached an
impasse and weren’t able to provide the requested logs, rest assured we are
more than happy to cooperate with any state or federal agency request.
As an additional security
measure, we set the payer account's chat to a Restricted Bubble setting and
explained the differences in our chatting systems. This setting is our most restricted chat
option and only lets players chat and see pre-approved phrases
We offered a Club Membership
and virtual currency as a customer service gesture should their child wish to
come back to the gameThey appreciated this gesture and stated they would let
us know.
Unfortunately we are unable to fulfill one of the desired settlements in
regards to the refund of their last transaction due to restrictions with our
billing toolsTheir last transaction is months old and services for the
account have been used daily.
While we couldn’t perform all the required settlements, we’ve appreciated
speaking with our valued customers to better explain our restrictions and
limitations on fulfilling the requests.
We are more than happy to provide additional support at ***@animaljam.com or we can also
facilitate a call back at anytime needed.
Sincerely,
Animal Jam HQ

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

Dear Dispute Counselor,Please allow us to present a timeline of events for our customer:8/- We first have communication from the customer about this incident via the Revdex.com Complaint.8/- Our agents contacted the customer by phone and was able to identify the account that had billing attachedDue
to the recent age of the new purchase we were able to refund the latest transaction, and updated their account information so they may manually cancel recurring in the future per their original complaint.8/- Later in the day the customer informed us that a second account was also being billedAfter investigation we noted it had been successfully cancelled in We reached out by email and phone to help resolve any further issues but only reached voicemail.8/- The customer then emailed back informing us that no further actions were required to assist them.Current Status:- Mr *** has had his latest transaction refunded per his request.- His account information has been updated to the current email address allowing him to manually update his subscription per his request.- No other membership or billing is currently active and the customer has no further requests. Please let us know if you or our customer need anything additional.All the Best,AJHQ

Dear Counselor,Thank you for taking the time to bring this issue to our attentionBelow you will find a review of the ticket history with this customer as well as the steps we took to resolve her inquiry.*** *** contacted our support on 12/stating that one of their art pieces that
can be created in-game was stolen by another playerOn 12/our customer support let the customer know that we could not prevent other players from creating art that mimics or looks similar to their artUnfortunately, our support agent misunderstood ***'s message as another player was copycatting their art*** actually meant that someone had taken a picture of her art and uploaded it into the game using a non-affiliated, third-party program which is not allowed via our rules. *** wrote back on the same day stating she had contacted the Revdex.com and would not be making a purchase with our game.We have reviewed the offending player's in-game art and taken actions with our moderation department to prevent the player who took ***'s art from doing so againUnfortunately, due to our privacy policy, we cannot discuss these changes to another player's account with ***Our senior project manager contacted *** via email and explained the situation in-depth as well as assured *** that we would take necessary actions if that player was found to be using third-party programsWe explained that we could not discuss these actions and *** understood.*** responded on 12/to say that she was satisfied with that email concerning her inquiry about her artThat being said, she did want to discuss with us via a phone call some other concernsWe have attempted to reach *** at her provided phone number times in the last week but our calls are not connectedWe did reach her husband on 12/13, but he said he didn't know what was going on with the game and to try laterAll other calls have been unanswered and we have left a voicemail with each unanswered call. We will be marking this issue as resolved on our end, so we are not repeatedly calling any annoying the familyWe will however be available via email at any point to discuss anything further.Please let us know if there is anything else you would like reviewed and we will be more than happy to look into this for you.Sincerely, AJHQ

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

Dear Dispute Counselor, Please allow us to provide a recap of the timeline with our customer: 6/4:pm Mountain - The customer wrote in explaining that her daughter's account had been banned on a recently created account6/4:pm Mountain - The customer responds to her email to let us know
she is contacting the Revdex.com, Apple, and our corporate office6/8:pm Mountain - Our Tier agent viewed the initial request for the first time, four hours after submission by the customer and immediately escalated to our Tier department for further help 6/- Our tier agent contacts the customer the next morning to let her know the provided account information is not correct and asks her to verify it again6/- The customer responds with a UN and says the Parent Email on file is the one she is writing in from6/- Our tier agent responded, explaining the username she provided is not associated with her email and does not seem to be her accountWe also requested Callback information to discuss over the phone to reduce the back and forth for the customer6/- The customer provided her callback information and the correct username6/- A Tier agent called the customer and explained the permanent ban which was for inappropriate, sexual behavior on a 2-day old accountPer our rules and policies, that is not allowedThe customer did not agree with the suspension and believed the suspension was because her daughter was standing up to bulliesOur Tier agent agreed to send chat logs of the incident to show the customer. At this point our Lead of Moderation reviewed the account, provided talking points, and gave specific chat logs to send. The Tier agent also sent information on our rules and policies6/- The customer responded again stating she was even more upset after receiving the chat logsShe was upset she was not notified immediately, believes her daughter had been exposed to "something in your game", and upset that she had to verify her account before chat logs were released6/- Another Tier called the customer the same day to explain our verification procedures and why we need them, and that she did immediately receive notification that the account was banned to her email via an auto email our system generates to notify parentsOur Tier agent attempted to explain that auto emails are simply sent with an overview of the issue in question, but we also let the parent know they can request more information if they chooseAs an additional note, we are hoping this will then urge the parent to contact us for that additional information or chat logs if necessary for the parentSome parents are content with the general information and the discussions from that with their childOf course, the customer was understandably upset when the additional chat logs were provided and would not allow our agent to further discuss the situationThe customer explained she did not want the account unsuspended but rather wanted all chat logs for her child's account and a review for any personal information like name, address, school name, phone number, etc to make positive this was not given out in. Update where we are now - Our project manager emailed the customer to touch on the concerns via the callThey discussed: - Verification is required per our policies to ensure we are dealing with the account owner and parent - The account was only days old when our moderators located the chat, and we can find no evidence that they were exposed to anything on our game via further, detailed review of all the child’s chat- We provided all the chat logs for the account to the parent- The account and parent email were banned due to inappropriate chat behavior that violates our rules - The moderated and actioned chat occurred in a room where no other players were present and originates from the player’s account in question and did not involve any other players- While we understand that players may want to test our filters and even boundaries of our rules, our moderators issue appropriate actions to accounts engaging in inappropriate play that violates our rules regardless if the account is alone We have not heard back from the customer, but we are available if the parent needs any additional information or helpAll the Best, AJHQ

Please find the following information and timeline in regards to the customer's filed Revdex.com complaint:9/2/- The customer wrote in regarding an unauthorized charge9/2/- We requested callback information from the customer.9/2/- Unfortunately when the customer responded, they did not
reply to the ticketThey added their responses inline which makes them not visible9/3/- We responded to the customer with some self-help tips to respond above the inline aspect of the email, in order for the responses to be visible9/4/- Unfortunately after # attempts, the customer was still not understanding the visibility aspect of their responses 9/4/- We requested the customer to submit a new ticket with her response, so we could see her informationUnfortunately we did not receive a new ticket from the customer for days9/19/- The customer wrote with a second issue as well as restating their original issue 9/19/- At this point, an agent error occurred with not addressing the initial concern as well as not providing additional information the customer may have found useful: Login locations for the account were consistent at the time of the issue in question with the login location from which the account was created9/26/- Revdex.com Complaint was filed9/28/- We emailed the customer to let them know that we would like to speak with them9/29/- We called the customer and unfortunately a member of the household stated that the customer was not available at this timeWe followed up with an email letting the customer know we take their concerns very seriously and would love to speak with them personally9/30/- The customer responded to our emailUnfortunately we were not able to see their response as the pattern of inline responding continued9/30/- We responded with self-help steps on how to address this issueWe should have advised the customer to submit a new ticket with us as they have had a history of experiencing difficulties when responding directly to our emailsWe apologize for any frustration this may have caused10/1/- We called the customer and unfortunately were unable to reach a voicemail or the customer directly10/2/- We called the customer and left a voicemail asking for a new ticket submission to be sent with information on the best time and date to be reachedWe reiterated that we were unfortunately unable to see any responses that were sent in-line to our emailThe customer’s desired resolution: that our game is shut down and for police to investigate concerns regarding hackers and predatorsUnfortunately this is not an option as we employ many peopleWe do take all necessary precautions to protect our website and user informationAccounts are typically compromised due to sharing personal information outside of our website or through third party sites, having an easy to guess password, or leaving their password saved to their computerAJHQ would like to note that the login locations for the purchase that was originally matches the account creation login location, play sessions login location, and the login location from which the ticket inquiry was madeWe would still be more than happy to address any concerns the customer has and apologize for any frustration or inconvenience that may have occurredAJHQ

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

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