Animaljam

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 February 5th, in
regards to a billing concernAfter speaking with the customer, we were able to
resolve their billing issue on February 7th, The customer wrote back on
February 8th, in regards to a discipline action taken on their account
Unfortunately the customer made multiple ticket inquiries which we advise
against when a ticket is submitted as this can at times slow down response
times.
Ms [redacted]'s desired resolution was that they were refunded for all
purchases, an apology, and compensation due to a suspension that occurred
without notificationThe account in question was moderated in accordance with
our Terms of Service which were broken in this instanceUpon review of the
situation, we also noticed that the Parent Dashboard was not activated which is
how a parent monitors their child's activitiesThe parent email on the account
was an AOL domain which we've found often blocks our emails, which may be why some correspondence was not received.
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
account prior to it's term expiration
Granted back days of Club
Membership lost due to the suspension
Instructed how to activate
the Parent Dashboard
Offered to update the parent
email on file to a different domain
Offered to schedule a call
back with an Animal Jam Manager
We are still more than happy to discuss this further with
the customer should they have any additional questions or concernsTo date, we
have not yet received a response, but will be on the lookout for any assistance we can provide
Sincerely,
AJHQ

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 2015.  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 12 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.com. Sincerely, Animal Jam HQ

Dear Counselor,We have provided the only refund we can physically attempt to give via the billing tool as the charges date back to 2016. We have not been able to speak with the customer since Jan. 24 via phone. The customer had not contacted us about the older charges from 2016 until Jan of 2018. We have no ticket history with the username of the account or the email address she contacted us from prior to the most recent contact. If any earlier charges had been followed up with sooner, we may have been able to work outside our policies to provide said refund. 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. All 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

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 [redacted],Thank you for bringing this complaint to our attention.Mrs. [redacted] contacted our support email on Monday, 8/15/2016, at 8:43 AM MST and asked for us to cancel her recurring membership. Our support agent responded to her email same day and canceled the recurring feature on the...

account at 3:41 MST. Unfortunately, Mrs. [redacted]'s recurring subscription (which was initiated on 6/16/2016) had already automatically recurred at 8:04 AM MST that same day.One of our managers called Mrs. [redacted] today, 8/17/2016, and explained the situation to her. We also let her know we would be refunding her transaction right away but that the payment method she used/processor (WorldPay) is currently experiencing delays in processing refunds. She understood and wished to proceed with that refund method instead of the alternative PayPal method. We have refunded her transaction, updated the parent email on file for her account (it was originally associated with her daughter's email), and added her to our VIP list. This will allow her emails will go directly to our management team in the future.Please let us know if you need any further information concerning Mrs. [redacted]'s correspondence with us.All the Best,AJHQ

Dear Revdex.com Counselor, Thank you for informing us of ID#[redacted]. We have since resolved this with our valued customer. Mr. [redacted] wrote in on March 30th regarding two unauthorized accounts that his children created and he wished to have deleted. Unfortunately Mr. [redacted] was asked provide...

a verification point to continue the process and was unable to. As 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 deleted. The customer's desired resolution was to have the two accounts closed. The accounts in which the usernames were provided for were disabled from being accessed and closed. We feel Mr. [redacted] was satisfied once this was completed. 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 Mr. and Mrs. [redacted] via phone several times during the time frame of April 26th to May 18th, 2016. During the course of this conversation, we...

were able to verify one transaction which we refunded on April 28th, 2016 for $29.95. 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 cancelled. We explained that this verification is for the safety and security of our customer's financial information. We advised Mr. and Mrs. [redacted] to contact their financial institution for further assistance on any additional charges. The financial institution advised her to call the card company issuer. They explained that once the card has been destroyed and the account cancelled, there is no way to receive any refunds to the account. We 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 2015 and one February charge in 2016.  The [redacted] were offered an out of policy refund for the February charge. Unfortunately the charges from 2015 are over 9 months out of policy and unavailable for a refund. The [redacted] agreed to this refund on May 18th, 2016 and we completed the refund on May 19th, 2016. They should see the refunded post within the next 10 business days.  The customer's desired resolution was the amount of $209.95 to be returned to them. Unfortunately due to the length of time from the 2015 charges, we were unable to refund this full desired amount. We were able to refund a total of two transactions of $29.95 for a total of $59.90.  Should Mr. or Mrs. [redacted] have any additional questions or concerns, we would be more than happy to speak with them further.  Sincerely, 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

Dear Dispute Counselor,Here is a timeline of events with our customer:1/14/2018 - The customer contacted us requesting refunds and wanted refunds back from January 2016.1/16/2018 - 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.1/17/2018 - We responded from our Supervisor Team requesting a phone call and to speak to her on the phone to discuss the situation further.1/21/2018 - The customer responded with a phone number and a time to reach her.1/21/2018 - We called and received voicemail.1/22/2018 - 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 2016 due to system                     limitations for the billing processor, and we had no previous e-mails from them.  Customer asked her request to be escalated.1/23/2018 - Our Billing Department was able to refund one additional charge as a customer service gesture that was 195 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, 1/25/2018 and 1/26/2018 - We tried having someone else call the customer and weren't able to get a hold of her.  1/26/2018 - 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 help. All the Best,AJHQ

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

Dear Dispute Counselor,Please find a timeline of our events:1/23/2018 - Customer wrote in stating they put the membership on the wrong account1/24/2018 - We responded and let them know that gift certificates and cards are non transferable.  1/25/2018 - We called the customer and their...

voicemail was not set up.  We followed up via email and asked them for billing verification.1/26/2018 - We called the customer and the voicemail wasn't set up.1/27/2018 - We called the customer and the voicemail wasn't set up.  1/28/2018 - We followed up with customer letting them know we would like to speak to them on the phone and asked for billing verification again.1/30/2018 - 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 further. Once 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 Revdex.com Counselor,
Thank you for
informing us of the complaint ID# #[redacted]We have since
been in contact with our valued customer. The 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

Thank you for contacting us. We are sorry you had such a difficult time canceling your recurring subscription. You first contacted us twice on Jan. 5th, and we responded the next day asking your for basic billing verification information to locate the account as well as process a refund. We did not...

receive a response to this request but did receive the Revdex.com complaint. In review of your issue it seems there were two key factors: 1.     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. 2.     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 Jan. 10, we’ve helped you cancel he recurring as well as refunded your last month’s charge. We 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 is. Please let us know if we can be of further assistance, and we again apologize for your delay. All the Best, 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]

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]

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 not. Your "reps" take days to respond to emails. I 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, Thank you for your inquiry. We'd be more than happy to review the details of their inquiry. The customer wrote into our support on December 21, 2016 stating that he was confused about why his daughter's account had been suspended. One 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 about. On January 1, [redacted] responded with the requested information happy we could assist them in resolving this matter. Due to a large volume of support tickets from the holiday season, our response was delayed until January 6 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 account. A chargeback is filed when a customer assumes there has been fraud on their credit card at some point or it’s an unknown transaction. Thus, the transaction was reported to us as unauthorized on December 20, 2016. On January 7 [redacted] responded and stated that he believed that banning their child's account was unfairly punishing their child. We then received a complaint from the customer via the Revdex.com on January 9. 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 9. We were unable to contact the customer on January 10 due to a scheduling error on our part but did call them on January 11. We were unable to reach them and a manager left them voicemails on January 11, January 13, and January 17 but as the date of this filling we have not heard back from [redacted] or [redacted]. We followed up via email on January 11 and January 17 stating that we have attempted to call but have received no reply. On January 11 when we emailed we also informed them we have lifted the suspension on the account allowing their child to access our website. We will be closing their ticket on our side but we have encouraged them to respond if they need further assistance. We 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 future. We’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 account. Please let us know if you have any more questions concerning [redacted] and [redacted]’s inquiry and we will be happy to help.

Hello Dispute Counselor,We'd like to provide a timeline with our valued customer:1/29/2018 - Customer wrote in and wanted an explanation of why the account was banned, and  that they could no longer access anything.  They requested a refund and a phone a call.1/31/2018 - A supervisor...

called the customer and left a voicemail.  We sent a follow up e-mail due with information on the issue and requesting billing verification to look further into the charges.  We also offered to have a member of management still speak with her on the phone.1/31/2018 - The customer responded and stated the chat on the account didn't sound like her daughter.  She requested a phone call for a specific time frame. The account had been suspended for breaking the rules of our game.2/1/2018 - A supervisor called and spoke to the customer.  She explained everything regarding the ban and found looking into it further found that friends could have been using their child's account which lead to the ban.  We also verified billing and offered a refund as a cs gesture.  We explained the different chat types and settings with in the game.  The supervisor offered to look into the ban further and see if their child's accounts could be moved to a different Parent E-mail.2/1/2018 - The supervisor spoke with upper Management and received approval to move accounts to a different parent e-mail.  We called the customer back and let her know we would be willing to move the accounts.  We explained the most restricted chat in the game; however, the parent declined to implement this feature. We also confirmed the info given over the phone via email.2/1/2018 - Customer responded and thanked us for everything and appreciated the Supervisor's help.  She was satisfied with the outcome and appreciated we took the time to help and explain everything.The accounts were banned due to the chat that has taken place on the child's account.  The chat was not suitable for children and it is stated in our Terms of Services that all chat must be appropriate.  All customers are made aware that our chats are moderated for safety and security reasons and the terms of services are agreed upon account creation.  When an account is banned, an e-mail is sent to the parent e-mail that is on file.  The refund was declined now that the accounts are accessible and free from possible access by others.All the Best,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.I would hope in the future your company would be more prompt in replying to email requests.  The reason I sent several messages was because I did not receive a timely response from your company to my first request for a refund.Thank you for refunding me and canceling my membership.
Sincerely,
[redacted]