Animaljam

Complaint: ***
I am rejecting this response because:The company's claim that they are incapable of returning my money is unacceptableI will accept my refund in the form of a check. If this company claims not to have the capability of drafting a check then they could not possibly be in businessThey pay their employees, do they not? To address the lack of previous contact, as the business response stated, "Unfortunately 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 own." It would seem that any business whose primary customer is children would have certain safeguards intact. If this business was interested in making sure that only active accounts are being charged they could take a number of steps: requiring a verification/confirmation via email, turning off accounts after inactivity of months or greater, I could go on and onAdditionally, I had attempted to look at my son's account to make sure we were not being continuously charged but he had already created a new account which did not show any chargesI had also searched my credit card transactions for the name "Animal Jam" but because their charges come through as "www.animaljam.com" I did not find any charges in my searchThis company is clearly interested in simply charging moneyI will not pay for services which were not accessed (past the original term) and which cost the company no money to provide. I will accept a refund in the form of a check
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
I appreciate the follregarding Complaint #*** The issue has been resolved Thank you.Best,*** ***Sincerely,
*** ***

Dear Ms***,Thank you for passing along our customer's concerns.The customer purchased a gift card from a retail store but received an error message when attempting to redeem their card to their accountThe customer contacted us on 2/19/via emailOur support agents responded the next day
asking for account and gift card information additional to what was provided to review the situation thoroughlyThe customer provided the information on the same dayAfter our agents reviewed the issue and located the technical problem, it was escalated to a management department for resolutionManagement was reached, and the next day provided a replacement code and it was successfully redeemed on the same day.Unfortunately in the day span between escalation and sending the replacement code, the customer filed their Revdex.com complaintThough the customer's issue has been resolved according to their desired settlement of receiving their month membership code, we wanted to make sure there are no additional issues and reached out to the customer on 2/23/to verify by phoneThe customer seemed satisfied with the resolution upon conclusion of that call, and we additionally granted two extra weeks of membership as a customer service gesture. Please let us know if we can be of further assistance.All the Best,AJHQ

Complaint # ***Customer writes into our company via ticket # *** asking us to "Return the money today!" via the subject line "your company fruadulently used my credit card!"We responded asking for billing verification information to locate the chargeShe asked
for us to call her as she didn't possess the information we needed We asked for a preferred time zone for a callbackCustomer provided the call informationWe called the customer back to verify the billingThe customer provided her current addressShe was reluctant to provide the verification information of the last four digits of the card as she feels this is already in our possession and a fraudulent chargeUnfortunately, once this is provided it is not the one on file for the initial charge that was placed originallyOur purchases are recurring by defaultDue to the upset nature of the customer, we agreed to go ahead and refund the last charge attached to the purchase to that original cardThe purchase was attached to an email with the same last name as the customer but not the exact name of the customer or the email from which she had contacted us. Chances are that this was on a card that had been replaced by the credit card company due to past expiration of the older card, name change on the card, or card reported lost- This is not a factWe are providing this information as a possibility to why the card number provided by the customer did not match our system informationWe went ahead and refunded the transaction as well as blacklisted the credit card based on the information we had on file even though it did not match what was provided by the customerCustomer responded: "I appreciate the refundIt was frustrating trying to get information from the the costomer service rep when all I wanted was my own information your company had on file!I am also pleased to hear my EXPIRED credit card had been black listed! I want to make it clear that in all terms and purposses I want this apparent subscriptsion closed / cancelled etcNow that your rep has asked me for my new information - I better NEVER see a charge for animal jam on my current credit card!"We appreciate the patience the customer had to show while we attempted to locate, verify, and eventually refundWe can verify that the charge and the associated username in our system has been canceled and refundedThe card number not provided by the customer has been blacklisted in our system

Dear Revdex.com Counselor, We appreciate you informing us of complaint ID# ***We have since attempted to resolve this with our valued customer. Mr*** wrote in on May 2nd, regarding some concerns with inappropriate behavior his daughter had witnessedWe responded to Mr*** the
next day explaining what measures we take to keep the game safe such as 24/moderation, chat filters, and optional parent enabled restriction settings available to him via his Parent Account.We explained to Mr*** that our online digital playground emulates behaviors that are also seen in real playgrounds and lunch rooms as well. While players who may misbehave are definitely concerning, they are not representative of all the players in Animal JamWe additionally explained we have ways to empower both our players and parents with in-game and out of game settings to help customize their social interactions to what is most conducive to their parenting choices. Due to the Revdex.com complaint,, we also attempted to call Mr*** with the provided phone numberUnfortunately were unable to continue the conversation as he stated he was not interested at that time in speaking with us. The desired resolution was for Animal Jam to protect it's players and prevent any inappropriate behavior from being seenWe do take action on any and all players who break the Animal Jam rules or Terms of Service. We are still more than happy to address any additional questions or concerns that Mr*** may have and have offered such in writing on two occasions. Sincerely, AJHQ

Dear Dispute Counselor, Thank you for reaching out to us concerning our customer’s billing inquiryWe have spoken with the customer and feel her concerns have been addressedIt seems we never received an initial contact via our support channel, so we did not have her contact information in
our support systemWe attempted to call 1/13/once received the Revdex.com dispute, but reached her voicemailWe then sent her an email asking for billing information which she provided for usA member of our management team called her again on 1/to discuss her concernsWe had located some of her transactions with the information she provided but not all the transactions she was seeingOn the call, she provided additional information, and our manager was then able to locate her other friendly fraud transactionsThe card that the additional charges were on was canceled which usually means we cannot process a refundWe asked the customer to please confirm with her bank before we attempted to process a refundHowever, during our research, we saw that those additional transactions were in the process of a chargeback dispute with the customer’s financial institutionThat process should now cover the additional found transactions crediting them back to her from her issuing card company as we are unable to refund charges that are in a chargeback processWe confirmed with the customer this process and have solved out her inquiry via her support ticketAs per the customer’s desired resolution we feel we’ve refunded her charges either via a refund or though her own financial institutions chargeback dispute processIn addition, we’d like to address the customer’s concern for reaching us for issues: We currently do not offer phone support as children had abused that system and detained the availability of customers such as this to get to representatives for assistanceWe currently aid through email only that is readily advertised via our websiteThe customer has now been added for VIP service if she needs anything in the futureWe are very sorry for issues the customer had in reaching us via phoneThe corporate number found is not for customer service but for employees of the companyPlease let us know if you need any further information or assistanceSincerely, 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,
*** ***

Thank you for your inquiry about our customer's purchasing issuesWe'd be more than happy to review the details of the inquiry.*** wrote into our support on December 12th, stating that she had been charged twice for one of our memberships and would like the duplicate purchase to be refunded
One of our agents responded to her on the same day asking for billing information so we could locate her transactionsOn December 16th, *** responded with the requested information and also included that she had attempted another purchase on a different card and was charged but did not receive the productOn 12/17, our agents located five transactions under ***'s billing information and let her know that all transactions were rejectedOn 12/18, *** responded and stated that she believed she had been charged even though they were rejected and that we had her fundsShe also stated she could be contacting the Revdex.com to file a report.Our Billing Team reviewed and confirmed that the five transactions we found were rejected and that some banks put holds on funds for up to business daysWith this information we attempted to call *** at the number provided in the Revdex.com complaint information different times from 12/through 12/but either were not connected or reached a voicemailOur manager left two voicemails, but we have not heard back from ***We have sent her an email on 12/stating that we have attempted to call her but have received no responseWe will be closing her ticket on our side, but we have encouraged her to respond if she needs further assistanceWe have also informed her that we have placed her on our VIP list and her emails will go directly to our management team if she needs help in the future.Please let us know if you have any more questions concerning ***'s inquiry and we will be happy to helpWe hope at this point as the ten days have passed that she will no longer see those attempts to charge on her cards and confirm that no money was ever taken from her account by Animal Jam.All the Best,AJHQ

Dear Revdex.com Dispute Counselor, Thank you for escalating complaint ID ***. Despite not being able to reach an agreement with our valued customer *** ***, as requested by the consumer per their transaction dispute initiated - we have refunded the requested charges. We apologize
about any inconveniences this may have created. We try to clearly communicate on our website and via our confirmation emails that our memberships are recurring (automatically renew at the end of the term) especially our month and month memberships. The customer should've had those funds returned to them and if they have any additional questions can reach us at ***@animaljam.comSincerely, Animal Jam HQ

Revdex.com:
Support has been amazing, and I regret missing the calls as we only have one phone lineI am satisfied with what they told me they were doing regarding my particular issueI hope they crack down on the art theft in the future for everyoneI appreciatethe time and care taken with this issue.
Sincerely,
*** ***

Dear Dispute Counselor, Thank you for contacting WildWorks concerning *** ***'s requestWe would be more than happy to review our customer service experience with her in regards to her inquiryMrs*** first emailed us on December 19th, asking us to cancel her recurring subscriptionOur
agent responded to her email asking for account information or billing informationIn order to locate a customer's game account, we need a username or an email connected to the accountWe only require one piece of information out of those two to locate and cancel recurringIf the customer doesn't know either, we can locate the account through the billing connected to itOur email to Mrs*** did include a request for the necessary billing information (First and last name, billing address, and last digits of the card used to purchase the membership)Unfortunately, Mrs*** provided no usable information in her emai,l and the email address she was writing in from didn't exist in our game dataMrs*** never returned our emailOur second contact with Mrs*** wasn't until August 22nd, when she emailed again via previous address, asking for us to cancel recurring againIn this email, she provided her first and last name, billing address, and her phone number but did not provide the last digits of the card needed to locate and verify her billing and accountThe next and last contact we had with Mrs*** was on August 23rd, in a new email chainWe attempted to reach her via a callback and were successful on our second tryOur agent explained the above situation and that she was outside of our refund policy of days from the point of purchaseMrs*** insisted her inquiry be sent to a manager and that she no longer wanted a phone callThis was escalated to our management team who responded to her with a detailed review of the emails we have to date for her as well as what gestures we would provide to herMrs*** has not responded to this email.Though Mrs*** is drastically outside of refund policy, we want our customers to have a positive customer service experienceWe have refunded her monthly transactions from March through August Unfortunately, our billing system does not allow for refunds to be processed outside of monthsWe have personally reached out to our processor to see if they can issue standalone refunds for her yet not refunded charges from last yearOur billing team is working with our billing vendor to reverse her December, January, and February transactions currentlyWe have no information from our vendor if this will be successful or notBut we wanted to be mindful of the Revdex.com’s day response policy and file as necessary to keep within that dateWe will update Ms*** on any information from them on the success or failure of the three outstanding charges of $each.Please let us know if there is anything else you need regarding Mrs***'s inquiry, and we will be happy to provide this information for you.All The Best,AJHQ

Dear Dispute Counselor, Thank you for your inquiry concerning our correspondence with *** ***We'd be more than happy to review her ticket history with youOn 9/5/*** wrote into our support email stating her daughter had lost an item to another playerShe was also concerned that
she didn't see her daughter's username under her Parental AccountShe provided her Parent Account email and her daughter's usernameOur agents located the account and found it on a different email address (similar to the provided email, possibly misspelled)When a parent states their child's account is not connected to their email and the account has billing as in Ms***’s case, we must verify billing for the security of the accountOur agents wrote back asking for billing but *** never provided itUnfortunately, the ticket went back and forth a number of times between customer and agentsThis inquiry should have been escalated to managers or offered a callback before it got to this pointWe apologize for this and have discussed with the various agentsWe have since had a manager handle ***'s requestWe have updated her daughter's account to be on her Parent Account Email, explained the situation and need for billing, provided chat logs for the trading incident where her daughter lost her items, and also returned the lost itemWe have also offered a callback if she would like to discuss anything further with a manager at her earliest convenienceWe’d like to include mom’s correspondence with us after the above information was providedWe appreciate her patiencePlease let us know if the Revdex.com has any further questionsAll the Best, AJHQ *** ***minutes ago Thank youThis is the exact sort of correspondence I was hoping forDirect, investigative, detailed, and solution orientedI had told my daughter it would be a slim chance that she would get anything returned since it was her naive actions that allowed the tradeThanks for the one time forgiveness and thanks again for doing research on the accountThat was the main thing that was extremely frustrating on my endHopefully folks will be better trained to handle these types of scenarios better moving forwardThanks,

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,
*** ***

Complaint: ***
I am rejecting this response because:
I have not received any further calls from Animal Jam about Revdex.com complaintI can be reached after 4:30pm CSTThey keep saying everything came from same locationMy yr old daughter did nothing wrongWe live in an apartment complex and someone could of got onThey sent the chat responses from the bad acct that somebody made and you can tell it was said by a maleThere isn't anyone else in householdThe responses they sent were somewhat offensive but I thought they were going to be a lot worse then that, especially to get permenatly bannedMy daughter did not do this and I don't believe it warrants a permanent banI can see maybe a suspension and something put on parent acct that there can only be one acct to itMy child has had this acct for a few years and had just paid for a year membership a week before this happenedShe has cried everyday wanting her acct backShe worked hard getting the stuff she hasShe is being punished for something she didn't do and doesn't understand whyShe just wants her acct and items back.
Sincerely,
*** ***

Dear Revdex.com Counselor, Thank you for informing us of complaint ID # ***We have since attempted to resolve this with our valued customerMs*** wrote us on 4/12/regarding a permanent ban that was placed on her parent emailThis ban was done by our moderators due to behavior that
violated our Rules and Terms of Service agreed upon at account creationWe were finally able to reach Ms*** by phone on 4/19/Within this call the customer disputed that no one in her household could've made the offense and stated that they were out of town on the date the offensive behavior occurredWe were able to confirm with her that the IP locations from the offending account all matched and were consistent with logins from other accounts playing Animal Jam registered to her parent email. Per our terms of service we explained that the ban would not be lifted per our Terms of Service (http://www.animaljam.com/terms_of_service). While we understand that IP addresses may be shared (public wifis, schools, etc.) we found the login IPs we recorded consistent only with the accounts registered to the parent's email account. Per the customer's request, the phone call was escalated for advanced researchAs we found that the locations matched exactly and there seemed to be no findings of any unauthorized use of the account, our Moderation team decided to not lift the ban in the best interest of maintaining a safe and secure environmentIn response to the Revdex.com complaint issued, we attempted to call Ms*** from 4/22/- 4/24/several times but unfortunately was unable to reach Ms*** or leave a voicemail. Hopefully we have the correct phone number The customer's desired resolution is for us to lift the permanent ban on the parent email and accountsWe are still more than happy to speak with Ms*** to review the account together, so that we can make an account determination. We will also reach out via email to see when we can best get in contact again. Sincerely, AJHQ

Dear Dispute Counselor,We still need the original requested information before we can proceed:Last name on the card/transaction at the time of purchaseLast four digits of the card usedThose two pieces will help verify/locate the correct charge that needs to be refundedUnfortunately, if the card has been canceled as the customer stated, we'll need to choose a different refund option as that card will no longer be allowed to accept transactionsOur company can offer an emergency send money option through PayPal if the card has indeed been canceledThe customer will then need to provide us with a PayPal account email to send the money to after we verify the correct transaction has been located with the above two pieces of information.Thank you,AJHQ

Dear Dispute Counselor,Mr*** contacted us on 7/24/concerned with a temporary suspension on his child’s accountHe did not feel that this suspension was one of his daughter’s making and wanted more informationHis request was immediately escalated for advanced research the day we received
it, so we can assist him in reviewing the incident that took place on the account as well as our disciplinary actions that it resulted inOur agents replied to Mr*** with the chat logs of the account on 7/25/that resulted in the suspensionMr*** did not agree with our assessment that this behavior was a violation of our rules of conduct and did not believe that his child was in the wrongWhile we never place blame on a customer’s child, we do understand that actions taken on an account can be confusing to a parent that is unfamiliar with our serviceTherefore, we offered to call Mr*** to help explain it in person as we understand this can be a complicated situationMr*** refused to speak with us by phone and informed us he did not wish to continue his child’s membershipWe have apologized to the customer for the frustration he experienced during this situation and provided him with more detailed information about the incident.We try and clearly post our rules for users in a child friendly format: http://www.animaljam.com/rulesWe also choose to adhere to our more explicit TOS agreement found here: http://www.animaljam.com/terms_of_service that is agreed to upon creation of an account and purchase of a membership.We did notice signs of possible unauthorized access to the account and instructed him on how to secure the account to ensure only his child has accessWe also provided instructions on how to alter settings that may prevent future disciplinary action from being possible during game playAt this time Mr*** has not replied to our emails beyond the one asking to not continue with his membershipWe are still willing to speak with him and assist him with his account and will be reaching out to him via email letting him know that we are still available and willing to assist him and even offer a refund for his last purchasePlease let us know if you need further information concerning Mr***’s inquiry, and we will be more than happy to review it for youWe would like to make this satisfactory to our valued customer while adhering to our rules and Terms of Service.All the Best,AJHQ

We'd be happy to provide a timeline of events for our customer:Review:4/- Customer wrote in on a forwarded auto-email from our system stating that their membership on their account was about to expireThey wanted to know how to repurchase.4/- Agent responded but sent them to the Daily
Explorer information.4/- Customer responded saying that the email didn't help them and that they needed information on how to repurchase.4/- Agent provided information on how to turn recurring on.5/- Customer responds again saying the info didn't help and that they had a month which isn't an automatic renewalThe customer then states that they're sending to the Revdex.com.5/- A manager contacted the customer, explained all the information the customer needed and asked if she would like a callback.5/- Customer responds with a thank you and says that the information provided was very helpful.We apologize for the less than stellar help at our lower tiered CS levelsWe have since reviewed the tickets with the two agents who pointed the customer to the self help info instead of providing additional informationWe seem to have helped the customer to date, but if anything else is needed please let us know.All the Best,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,
*** ***

Complaint: ***
I am rejecting this response because: I have not heard from anyoneMy number is ###-###-####my card had to be canceled so all I can give is my account number and routing number because I’m still waiting for my new debit card.
Sincerely,
*** ***