Animaljam

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 9/2/2016 [redacted] wrote to us asking for us to cancel her recurring subscription. She provided her first and last name ([redacted]...

[redacted]), a billing address, and the last 4 of her card. Our support agent searched this information in our billing tool and did not find a customer with that first and last name connected to that address or last 4. We did locate a [redacted] connected to a different address and last 4 and our agent cancelled this in case it was [redacted]'s account. Our agent let [redacted] know we have cancelled recurring but also asked for the correct billing. [redacted] wrote back asking for a confirmation that recurring was cancelled and our agent confirmed that based on the information we had, we had canceled the billing. Unfortunately, the recurring cancelled was not [redacted]'s as was originally feared and what on occasion occurs when we do not have full billing verification. While this was the same first and last name, this transaction that was cancelled was connected to a different customer. On 9/16/2016, because of this misunderstanding, [redacted]'s recurring posted again and [redacted] wrote back in. After a short back and forth, her new ticket was escalated and our customer support manager was assigned to the inquiry. On 9/19/22016 our manager wrote back to [redacted] and explained the situation and the same email was sent to [redacted] again on9/22/2016 requesting additional billing information, so as to find the correct account. As of this writing, we have not heard back from her. Often times our email correspondence can find their way into a person’s junk folder or promotional folders. We have located a transaction that we believe is [redacted]'s; however, the street address and last name on this transaction do not match what [redacted] had provided via the first request as mentioned. Before we make any changes to the account or transaction we need confirmation of the following: ·         Last name ·         street address (including zip code) We have not heard back from [redacted] since our emails to heron Monday andThursday (9/19 and 9/22). Please let us know if you need any further information concerning this inquiry or if the customer can provide the additional information we needs, so as not to disrupt another customer’s billing. All the Best, AJHQ

Dear Dispute Counselor,The customer's desired outcome has been reached. In the first correspondence from the customer, we were given a username and email that did not pertain to the correct account that the aforementioned charge was connected with. Once we received a copy of the correct information...

from the customer on 9.22, we were able to locate the account, process a refund, cancel the subscription, and move this account to the required parent email on the same day.Please let us know if we can be of further assistance.All the Best,AJHQ

Dear Revdex.com 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, Thank you for informing us of the complaint ID # [redacted]. We have since resolved this issue with our valued customer and would like to provide an update to the Revdex.com.  Mr. [redacted] contacted us on May 5th, 2016 regarding some unauthorized charges. Unfortunately Mr....

[redacted] was not able to verify two pieces of Billing information needed that were a required part of our verification process. We did ask to contact Mr. [redacted] via phone in the event that he wanted to speak with an Animal Jam Representative directly. Unfortunately, we never received a phone number in order to contact Mr. [redacted].   We are also using this opportunity to improve upon our escalation and communication.  Had our agent escalated this request to our management team sooner, we could’ve addressed Mr. [redacted]’s inquiry sooner. We truly apologize for the frustration that this caused.  The customer’s desired resolution included the refunding of any unauthorized charges. We’re happy to report that these refunds have been initiated and we have also:   - Blacklisted his billing information in our system to prevent further unauthorized charges- Placed security bans on all associated accounts and parent accounts- Offered to have an Animal Jam manager speak with him personally over the phone- Added customer to our VIP mailing list so all future emails will go directly to Animal Jam ManagementWe are still more than happy to address any additional concerns or feedback personally via phone or email should Mr. [redacted] have any.  Again we apologize for the delay in escalation of this matter to higher tier management.Sincerely, AJHQ

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is generally satisfactory to me. 
We appreciate the response by telephone that we received.   I am disappointed that our charges will not be credited, given that the use of the product led to an abusive situation that victimized our child; however the monetary component was not a priority - it was symbolic. It disgusts me that we paid for a service that was detrimental to our child. I was not clear that Animal Jam was offering future credit, and we appreciate the gesture; however, at the current time we do not plan to allow our child to use this service in the future, given the risks that it presents. We do expect that Animal Jam fulfills the promises they made with regard
to the clarity of safety procedures in their programming for parents in the future, and their
promise to fully cooperate with law enforcement in our case.
Sincerely,
[redacted], PhD

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.
Thank you Revdex.com of Utah. I appreciate you efforts.
[redacted]