Animaljam

Dear Dispute Counselor, Below is a timeline of events for our customer and his wife regarding his complaint and his desired resolution: November 7th, #*** - Customer states they have been charged and wants it to stopWe locate the account based on the email they are writing
in from and confirm Account has been canceled via the Parent AccountOctober 4th, 2016 #*** - Customer writes in stating they have been charged again and that they have canceled this in the Parent Account but that this setting has been ignored by our systemBecause of the customer's confusion, a Tier agent called the customer who did give him a second usernameUnfortunately, it was spelled incorrectly over the phone, and the customer also did not have the Parent Account email for this accountThe customer also didn't have billing information to locate the account. We then scheduled a second call with managers the next dayAt the time of the follow up call, he also did not have the billing information or the additional information for us to locate a possible second accountWe sent him a follemail with the specific billing information we needed to locate the account, but this email was never responded to by the customer3/23/2017 #***- Customer finally is able to provide a second Username in one of multiple tickets sent in on this date. Managers have canceled the second account, but in order to process a refund for the March charge and move this account to a parent email, we will need to verify billingOur agent attempted to call, but we reached a voicemail so a second call was attempted which went through at 3:33pm Mountain TimeCustomer is irate that he canceled recurring with us but that his account was continuing to recur and said he would be forwarding all of our emails to the Revdex.com and his lawyerOur Tier attempted to explain that the communication with him back in October was only to cancel one of his two accounts and that he never properly provided enough information to locate the second accountThe agent also attempted to explain the second username wasn't connected to his parent account which the customer admits may be on his daughter's email addressIt was at this point where unfortunately we were no longer able to speak productively with the customer We did try to continue the call to help by asking for billing information to remedy the situation to the best of our abilityThe customer was unable to provide thisHe also said that his card has been canceledUnfortunately, once a card is canceled, funds cannot be returned to the nonexistent card in questionHe told us to call his wife for billing verification and provided her phone numberThis is where our correspondence with the Revdex.com Complaint filer ends and is resumed with his wifeIn the wife’s ticket: 3/26/#*** - The wife emails in and provides her phone number and best time to call3/27/2017 #*** - Our manager calls the wife at her requested timeShe can verify full billingOur manager confirms that recurring has been canceled and searches the billing in our tool for any extra accountsManager was expecting a refund request but customer does not ask for oneManager asks if the customer needs anything else but there were no further requestsThe initial filer requested the accounts to be canceled and refund for the illegal taking of fundsWe can verify that now that both accounts who purchased recurring memberships that were consented to twice during purchase process, and notified in five various places during the process and confirmation have been canceledUnfortunately, the owner of the card, the wife, did not request a refund and if that card is canceled it will not be able to be processed successfullyWe have left also merged the second username from the child’s email to the parent email, so they can have access to the account in the futurePlease let us know if we can be of further assistanceWe apologize for the issues the family has experiencedAll the Best, AJHQ

Here is a timeline of events for the customer: - The Customer has been in contact with us since 3/- Parent Email has been banned for multiple rules violations and inappropriate conduct- This is an adult player who knows their behavior is inappropriate but continues to do so because they are an
adult and are in their locked den- Our CS agents haven informed the customer we will not be lifting this at all due to the rules violationsOur Moderation department will not authorize a lift- On May 2nd and May 4th, we have attempted to reach the customer via email and they are unresponsive We appreciate the customer has realized their choices were against the Animal Jam rules of conduct but at this time we are not willing to change our stance and relinquish the ban on the parent emailWe consider the safety of our players paramount to the usage of this adult player's accountAs per our Rules: -Animal Jam and National Geographic are committed to providing a fair, clean, and fun environment for allWe use only professional, well-trained moderation staff and the most up-to-date technology to assist us in keeping the game safe and cleanShould we find anyone breaking the rules, we reserve the right to remove the account from services for any given amount of time or permanentlyPlease read below for a more thorough explanation as to what we expect from our players with regards to behavior: -Our game caters to a younger audience, so accordingly, the use of foul, obscene, abusive, sexual or inappropriate language is not permittedAgain, we appreciate the customer has understood our rules but we do not feel it is in the best interest of our community to lift the moderation banAll the Best, AJHQ

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** ** I am rejecting this response because I can prove that even though the charges are out of THEIR policy, it is my policy not to be stolen from. I can prove that we have several charges made from animal jam that should not have been taken out of our account regardless of the card number. Some of these charges were taken out weeks consecutively even though the charges being taken out were for a month membership. We did not pursue this at that point(2015) because there was a period when they stopped taking money out so I thought that it was finished. This has wasted a lot of my time. It wasn't till the charges started several months later that I decided to pursue this and I started with our bank. Animal jam does not have a phone number listed as which I could have contacted them via phone. . We ONLY cancelled the card that we had used because we were advised so by our bank. The ONLY reason for doing that is strictly because animal jam was taking money out unauthorized on that card. Had animal jam not taken money out unauthorized we would have never had to cancel that card. I have done everything that they have asked in trying to resolve this. But the bottom line is, regardless of whether or not we have that card or not, it still is illegal and immoral to steal money. And the fact that they told me that they could skirt around this by either providing a pay pal account or by providing them with the new card info shows me that the right action could be done here, they are just choosing not to do it. So the some dollars could be subtracted from the amount that I am requesting which would be the remainded of the amount that they have stolen from us, regardless of time frame

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 Dispute Counselor, Thank you for the notice and escalation of complaint #***. At WildWorks, Inc(developers of Animal Jam) we take the feedback and concerns of our customers very seriously, and are always willing to do what we can to resolve these complaints. We'd like to
apologize for the inconveniences that *** and *** experienced in trying to contact our support. We have since reached out to Mr*** *** on 03/via a phone call and went over his concerns. We were able to address all of the paint points he was experiencing with his accounts. As requested by the customer, we have changed his parental email address, chatted with him about his experience in getting refunds from Apple (this understandably a frustrating experience for all parties, given the fact that app developers don't have access to initiating refunds for customers). We were also able to grant the proper digital goods (purchased on our mobile game) to the account that didn't receive them upon initial purchase due to a technical error on our side. We also reviewed their billing history and refunded back a recent membership purchase and credited the account with membership time as a gesture and to apologize for all issues experienced. We will use this inquiry as an opportunity to continually improve our processes and systems to support our customer base. Sincerely, Animal Jam HQ

","sans-serif">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 following is
a timeline of our interactions we've had with the customer:
9/- Ms[redacted] responded to our automated email of
notification of a recurring subscription that the charge was unauthorizedWe
apologized if any of the recurring terms of our membership were unclear and
were happy to refund the transaction in question once we had received her PayPal
emailUnfortunately, the customer also filed a dispute for the charge in
question.
9/- The customer responded with feedback that we should warn those
who purchase a recurring subscription that it is about to recur one week in
advanced and at three days in advancedUnfortunately an agent error occurred
in that we did not thank the customer for such detailed feedbackWe apologize
for any frustration this may have causedWe did request information to contact
the customer via phone so that we could assist them with their concerns
personally.
9/- The customer responded back with the requested information
Unfortunately, we unable to speak with them directly at their requested time
and left a voicemailWe sent a follow up email to request if they had a
different time to speak so that we could be sure that we were able to assist
themThey responded with the same time frame.
10/- We attempted to call the customer again two times this day and
unfortunately, were unable to speak with them directly and left voice mailsWe
followed up with an email that stated we left a voicemail and attempted a
call.
10/- The customer responded that they attempted to call back at the
number we called from.
10/- We called the customer and were happily able to reach themThe
customer had disputed their transaction as they thought it was unauthorized and
did not realize that they had purchased a recurring subscriptionThe customer
unfortunately had not received any of our automated emails save for the one
that informed them that the purchase went through successfullyThe customer
was informed that we place a security ban on accounts related to unauthorized
transactions (when chargebacks are received) to protect our customer's
sensitive billing informationUnfortunately, we needed to escalate their
request for this to be lifted as it was against policy.
10/- As a customer gesture, we offered to lift the security ban on the
account if the customer would confirm the account was not unauthorized by
repurchasing the membership and offered suggestions on turning off recurring
payment
10/- The
customer responded with PayPal information that corresponded to an earlier
transaction already on the account
10/- We
responded requesting an additional membership be purchased for the account in order
to lift the security ban and ensure that the account was authorized.
10/- The
Revdex.com Complaint was filed and forwarded to us on 10/
10/- The
customer responded with the same information as her previous response that
included PayPal information corresponding with an earlier transaction already
linked to the accountThe customer did not agree that an additional membership
should have to be purchased in order for the security ban to be lifted and
refused to do so.
10/- We
responded that we would need them to repurchase the membership in order for the
security ban to be lifted.
We realize
that during these exchanges our agent should have taken the opportunity to
explain our chargeback/transaction dispute policies. We place a security ban both on the
account in question, the transaction linked to it as well, and the parent email
to protect the safety and security of billing informationThis would deny access to
all accounts that are attached to the parent email in questionWe apologize
for this error and any frustration this may cause.
10/- In
response to the Revdex.com Complaint, we received authorization to lift the security
ban against our Terms of Service policy as a customer service gestureWe
restated all that had occurred on the account in regards to the dispute and our
customer service offers as well as the recurring subscription policies.
10/- The
customer responded thanking us for reinstating their account access.
The customer's desired resolutions are as follows:
We do not
penalize customers who decide to not renew their membership and that the
accounts should be able to be played for freeWarn
customers with at least and day notice that a subscription is about to
recurShould not
force customers to have to purchase membership to gain access to featuresImprovement
in our Animal Jam customer service
We do want to note that if a customer decides to not renew their
subscription, the account will still be able to be played for free but
will not have access to Club Membership only features
We do send an automatic email advising our customers when their subscription
is about to renew days prior to the subscription recurringThe customer had
a Gmail domain and it is unfortunately possible that these emails went to their
promotional tabWe do advise our customers which of our subscriptions are
recurring when they purchase a membership in the following areas:
- On the membership
page (https://www.animaljam.com/membership), we do show which memberships are
recurring (just below the price for each membership)- When
purchasing a premium membership, the term being purchased and the fact that it
is a recurring membership are displayed during the checkout process along with
the email address the billing confirmation will be sent to
- We also send a confirmation email to
each customer saying that a recurring membership has been purchased, and that
it will automatically renew at the end of the membership termThis email is
automatically sent to the parent email address entered when the customer's
account was created
While players are not able to access all features of Animal Jam when
they do not have a Club Membership subscription, we do offer a wide range of
features and services that they can enjoyThis includes games, accessories,
education content and more.
We are always happy to improve our customer service experience and have
taken the customer's feedback very seriously to address any frustration that we
may have causedWe again apologize for any confusion or frustration, and are
happy that we were able to resolve this issue.
Sincerely,
AJHQ

Complaint # [redacted] 9/22/2015 – Customer writes in requesting a refund of an unauthorized transaction tied to Paypal. Customer stated they already started reporting the transaction as fraud to Paypal. 9/22/2015 - We responded requesting information to locate and verify the aforementioned...

transaction.9/22/2015 – Customer replies stating they do not have access to that information. We respond and ask for a callback number, date, time and time zone in order to assist them further.9/22/2015 – Revdex.com Complaint was made by the customer.9/23/2015 – We attempted to call the customer twice and were unable to reach them or leave a voicemail on their system. 9/23/2015 - We sent an email letting them know to respond with a different phone number or contact point as we were unable to reach them with the number associated with their Revdex.com Complaint. 9/27/2015 – Customer restates he’d like the recurring membership canceled and terminated, as well as he still is unable to provide Paypal information.9/28/2015 - We responded and stated that in order to refund all three transactions tied to the Paypal email, we would need the Paypal Transaction Ids, Billing Agreement Ids, or Invoice Ids. We have included self-help information from the official Paypal forums on how to locate these transactions IDs within Paypal. - AJHQ would also like to note the same login location was identical to the account created, the billing purchases, and the ticket inquiry on behalf of the customer.-The customer's desired resolution is a refund of their purchase and an investigation of our business practices. We would be happy to meet the refund resolution but without locatable and verifiable information, we cannot process any refunds. If we are provided with this information, we will process the refunds within the next 7 days. If we are not provided with this information, we would suggest the customer reach out to Paypal’s Dispute Center at the following url:  https://www.paypal.com/c2/cgi-bin/webscr?cmd=xpt/CaseManagement/customerservic...⇄ We apologize for any frustration, as we are more than happy to refund and discuss any questions the customer may have once he can provide the information via PayPal. AJHQ

Hello Revdex.com Counselor, Thank you for informing us of the complain ID # [redacted]. We have since then been in contact with our valued customer. The customer contacted us on January 10th due to a one day suspension that was placed on their child's account, actioned by one of our automatic...

systems. Unfortunately, until our Jan. 17th response to the customer, this process was not explained as fully as it could have been. We apologize for this errorHere at Animal Jam, we employ a state-of-the-art filtration system to keep all players as safe as possible. Certain word can be harmless however our chat filters are designed to interpret certain phrases in a specific way due to the possibility of an underlying message that may be inappropriate for our age demographic. We truly apologize that the customer's account was affected by our chat filter being overly zealous in regards to this situation. We have since updated our system and processes to help prevent this from occurring again. The customer's desired resolution was to have a refund for the one day of Club Membership lost as a result of the suspension and to have the suspension removed from the account. Unfortunately, our systems do not allow for a suspension to be removed from the account; however, we have done the following for the customer to help with this resolution: 3 days of Club MembershipVirtual currency Added to our VIP list to ensure that emails go directly to a managerOffered to have one of our Animal Jam Managers speak with her directly via phoneTo date the customer has not provided a phone number or indicated they wish to have us speak with them. Once this has been provided, we would be happy to speak with the customer in regards to their account to discuss any additional questions or concerns. Sincerely Animal Jam HQ

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 you. On 9/21/2016 [redacted] wrote to our support email explaining he attempted multiple transactions to purchase a membership. Our website...

said these were declined but his bank showed these transactions as successful. [redacted] asked for a refund for these purchases. After a few emails to collect billing, our agents reviewed [redacted]'s transactions in our billing system and confirmed these were rejected and funds were not successfully taken from our end. We 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 manager. On 9/23/2016 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 transaction. He reassured [redacted] that we did not take these funds and that it can take upwards of 7 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 service. Our customer service head reviewed the situation and escalated this to our billing lead on 9/26/2016. She confirmed that these transactions were all declined, and the customer would get these back once the bank posted it back to his account. With all credit card transactions, there is often a pre-authorization hold that can last for up to 10 business days. These transactions were attempted on 9/21/2016 and may take until October 2nd for the pre-authorization hold to reverse. We 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 rejected. They can give a more accurate timeline on when the funds should return to the account. We have also granted his account with 25 diamonds as a customer service gesture. We are hoping by the time we reply with this information, the charges will have been dismissed on his end. Please let us know if you need any further information concerning this inquiry. AJHQ

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 account. We also covered how our moderation works and why we take the actions we do. As a customer service gesture, we have moved her child's account to an email in which Mrs. [redacted] can monitor. We 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 permission. Ms. [redacted] was satisfied by the end of this call, and we welcome her to contact us again should she have any other concerns or questions. Sincerely, AJHQ

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 Counselor, Thank you for bringing the complaint ID# [redacted] to our attention. We have since reached out to our valued customer and resolved their concerns. The customer contacted us on October 8th, 2015 in order to update their parent email address. They additionally were...

concerned about the account being compromised. The customer responded to our inquiry in a timely manner with the requested billing information. Unfortunately the customer kept updating their ticket inquiry with new responses as well as submitted an additional ticket which slowed down our overall response time. We inform our customers when submitting a ticket to please not update more than once as this can result in a slower response time. Unfortunately an agent error occurred in which the concerns regarding the account being compromised were only partially addressed. We have since updated their parent email as well as contacted them again regarding their concerns on the account being compromised to ensure that they have been fully resolved. We also granted them $** USD worth of customer service gestures. AJHQ would like to note additionally upon further research that the account in question does have evidence of sharing information out of game and all login locations are within the same geographic region. This could indicate that they shared information with someone they know. Sincerely, AJHQ

Dear Counselor,As an update to our customer's most recent rejection, we'd like to offer this timeline of events:2/05/2018 - We called the customer and the voicemail wasn't set up.2/06/2018 - We called the customer and were able to reach them by phone. Customer informed us she had initiated a chargeback with the bank claiming this was an unauthorized charge. The charge was made in 1/23/2018 which falls within our refund policy; however, the customer stated that the card was cancelled. This made it so we could not refund directly to the card without prior authorization from the bank. Per our policy, we requested she contact the bank and verify the bank will accept a refund to the cancelled card. If so then we could credit it to her current account.2/06/2018 - The customer emailed us with confirmation the bank would be able to process the refund correctly.2/06/2018 - We have since processed the refund to the customer's account.We do hope this has satisfied the customer's resolution request with us.All the Best,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 2015 with all relevant information needed. Unfortunately there was an error...

made by our customer service team which resulted in this not being done as requested. We apologize for this error. She again wrote in on April 25th, 2016. The recurring subscription was cancelled in which [redacted] requested a refund. She unfortunately responded to the ticket several times which delayed our response to her in processing her refund. After the refund was processed, we attempted to call [redacted] to ensure that she did not have any additional questions or concerns. Unfortunately we have not been able to reach her and have left several voicemails. We 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 transaction. This resolution has been met. We are still happy to have an Animal Jam manager speak with her personally should she wish to. And again most assuredly apologize for the ineffectual experience she had back in October. We have addressed this issue with the agent regarding their error.Sincerely, AJHQ

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, 2015.  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 Mr. or 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

Hello Dispute Counselor, We’d be happy to provide a timeline for our customer: 7/5 07:22 pm Mountain - The customer writes in explaining that her daughter's account lost a Flower Crown virtual item in an unfair trade. She asks us to restore that item to her child's account. 7/5 8:25...

pm - The customer responds with additional information about the incident and their player account as requested from us. 7/5 9:03 pm - Our Tier 1 agents responds with inaccurate information to the customer that results in QA errors on the agent’s part. The Tier 1 agent likely did not research this customer's account records sufficiently. 7/5 9:36 pm - The customer responds and asks again that we please reinstate the item to her child's account. She also states she will attempt to activate her child's player account, as previously instructed by the Tier 1 agent. 7/5 9:48 pm – The same agent responds with the same incorrect response. 7/5 10:27 pm - The customer responds to clarify points that our agent missed. The customer also mentions she has submitted a complaint to the Revdex.com. 7/6 05:06 am – Finally escalated correctly for more review, and our Tier 3 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 customer. Please let me know if there are any questions or if additional information is needed. We 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

Dear Revdex.com Counselor,Mr. [redacted] contacted us on 7/12/2016 concerned with a transaction on his bank statement. He did not realize that our 1 and 6 month memberships were automatically recurring subscriptions and wanted to know why this transaction was posted. We mention the recurring portion on the...

purchase page, in the ToS checkbox that is manually chosen when purchasing, in the purchase confirmation page on our site, and in the confirmation email that is sent to the customer after purchase. He provided his billing information for a refund. Our agent cancelled his recurring portion but asked for additional needed verification information to process the refund (the first and last name connected to the transaction as he had provided the incorrect first name).Unfortunately, Mr. [redacted] could not provide the correct first name and was stuck going back and forth with customer service. This portion of interaction was totally our fault, and we should have escalated his ticket to our management team. We have apologized to the customer for the frustration he experienced during his initial contact.We provided Mr. [redacted] with information about our recurring memberships, asked to schedule a callback with him, and refunded his most recent transaction that was within policy. Mr. [redacted] was not interested in a call and simply wanted the transaction refunded so we confirmed for in that the in-policy transaction was refunded for $29.95. The refund should take about 5 business days to take effect.We have also put Mr. [redacted]'s email address on our VIP list so his emails will go directly to our customer service management team if he emails in again when using [redacted] to contact us. Please let us know if you need further information concerning Mr. [redacted]'s inquiry.

Dear Counselor,We'd like to present a timeline of events for a our customer:9/8/2017 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.9/8 We attempted to reach the customer by phone but...

were only able to reach voicemail our first attempt. A subsequent call later that day and reached the customer.9/8 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 9/14 we have not received any further requests from this customer.Current Status as requested by the customer for resolution:- The transaction from 9/5 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

Good morning!  Here is the timeline of this issue: 1/17 - Original response was in ticket #[redacted].  Customer contacted us asking for a refund to purchase the membership on the correct account. 1/18 - We responded and asked for account verification.  The customer responded the same...

day with the info. 1/18 - We let the customer know the info they provided did not match and offered a callback. 1/19 - The customer responded with their phone number to be called. 1/19 - Two different agents called the customer.  The first agent received voicemail.  The second agent was able to reach her.  She had purchased a membership onto the wrong account and disputed it with her cc card company for a refund.  The agent explained to her that unfortunately the account was banned due to the credit card dispute. When our company receives a credit card dispute, the account is banned due to the charge being reported as unauthorized per our Terms of Service.  The customer requested the account to be unbanned, and the agent let her know she would have to escalate the issue to her Supervisor for review.  The customer had also purchased a gift certificate through our online shop.  The ticket was escalated.  1/20 - Our Supervisors escalated the issue to the Billing Department for review.  1/22 - The Billing Department responded and offered to lift the ban due to the purchase of a gift certificate by the customer as a onetime gesture.   1/23 - A Supervisor called the customer back to let her know the ban would be lifted.  The customer requested we change the Parent E-mail on the account.  We verified the account and updated the information.  We went over with the customer how to enable the account to redeem the gift certificate. 2/2 - The customer reopened the ticket and a follow up was created for ticket #[redacted].  They requested we call them. 2/5 - Our agents responded and let her know we no longer offered live call support. 2/6 and 2/7 - The customer responded and gave us a phone number she could be reached at and said she wanted us to call her regardless. 2/7 - A supervisor called the customer twice.  The first time we received a voicemail.  The second time we called back and spoke to her.  The customer stated she was upset because we were disputing her chargeback.  We let her know she would have to contact her credit card company about the dispute process itself due to it being handled between the credit card company and bank.  She was upset and told us she would be going to Social Media and the Revdex.com.  We let her know we would escalate the charge to our Billing Department again to see what kind of information we could provide her on our end.  The Supervisor escalated the charge for review. 2/7 - Our Billing Department reviewed the charge.  They came back with the following info: "There are three parties involved: the initiating bank or credit card company, the seller (us), and a third-party chargeback processing company that acts as a mediator between the initiating bank and the seller. Both the initiating bank and the seller are required to provide information about the transaction and the third-party chargeback processing company reviews the evidence to determine which party is responsible for the disputed transaction. This process can take up to 90 days. We have no ability to speed up the chargeback process or to influence the decision that is reached by the chargeback processor. In most of the cases, unauthorized purchase chargebacks are determined in favor of the buyer. 2/8 - We called the customer back and let her know what was occurring per the above notes.   The timeframe for when the customer can expect to have their funds returned in conjunction with a chargeback varies depending on the policies of the initiating bank. Some banks will credit the customer immediately when a chargeback is initiated, and some banks will wait until the conclusion of the chargeback resolution process (up to 90 days). We have no control over the policies and timetable governing the chargeback as they are determined by the initiating bank. We recommend that the customer contact their bank or credit card company for additional information about the chargeback process.  The account was being used and the customer had previously requested to keep the account and updated the Parent E-mail on the account.    If the chargeback is decided in the customer's favor, their funds will be returned to them through the initiating bank. In the unlikely event that the chargeback is decided in our favor, we can reinstate the membership. However, unauthorized payment chargebacks are nearly always decided in favor of the buyer.   Please let us know if we can be of further help. 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 customer. The customer wrote in initially on April 6, 2016 in regards to their child's and their parent accounts being banned for a disciplinary action. After 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 requirements. This update was finalized on April 11, 2016 after receiving verification information via email. As 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 5 days of Club Membership to each account lost due to the suspension.     Created and assisted activation of a new Parent Dashboard.On April 11, 2016 we received notice from the customer that we have resolved this to her satisfaction.Sincerely, AJHQ