Big Fish Recent Revdex.com Correspondence
We understand that Ms. [redacted] has contacted the Revdex.com in regards to problems you've encountered with two of your games. We are happy to assist with resolving this issue as quickly as possible.
Ms. [redacted],
My name is Jon, I’m one of the Customer Support Tier...
II Billing Specialists here at Big Fish. I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you.
I understand that you've encountered problems contacting us. I checked our system and it appears that for whatever reason, we've not received any emails from you since Nov. 12th, 2015 (Incident# [redacted]). This isn't to say that I don't believe that you've sent us emails, just that they're not getting to us for whatever reason.
You mentioned that two of your recently purchased games weren't working. If you like, I can replace them for you. If you can let me know what games you're having problems with, I can issue you coupon codes to get other games in their place right away.
We are always happy to help a customer directly. Ms. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’s concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Big Fish Recent Revdex.com Correspondence We understand that Mr. [redacted] has contacted the Revdex.com in regards to problems with Defender of the Crown. We are happy to assist with resolving this issue as quick as possible. It appears that Mr. [redacted] has already contacted us directly through our website about this...
issue. After doing some research, it appears that we responded on Oct. 24th, 2016, (Incident# [redacted]). I've included our response below:[redacted]Hi [redacted],My name is Jon, I’m one of the Senior Customer Support Representatives here at Big Fish. I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you.I investigated our database and am sorry to report that this game (Defender of the Crown) is no longer supported and has been removed from our site. If you used a Search engine (like Google) to look for the game, it's possible that you may have encountered a cached version of the game's old page that has not been removed from the search engine's results.Thank you so much for all of the steps that you've taken and I'm sorry that you were unable to download this game. I've gone ahead and issued you a coupon code which will allow you to select a replacement game for free. This code can be used to get any standard version game and it will never expire.Here’s a coupon code:[redacted] To redeem the coupon, just copy (CTRL+C) and paste (CTRL+V) this code into your shopping cart, and click on "Apply Code". For step-by-step instructions on using a coupon code, please click on this help article link:<as-html><a href="https://www.bigfishgames.com/help/?rn=952">Using A Coupon Code</a></as-html>I sincerely apologize for the inconvenience this caused you. Please do not hesitate to contact me back with any further questions or concerns. JonSenior Customer Support Representativewww.BigFishGames.comSwimming in the pond Mon - Fri 9:30 - 5:00 PST[redacted]We are always happy to help a customer directly. Mr. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Mr. [redacted]’s concerns with this issue. Contact Us https://www.bigfishgames.com/help/?rn=ask
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 will also be monitoring my credit card to insure that another charge is not posted as of 7-13-16.
Sincerely, [redacted]
Complaint: [redacted]
I am rejecting this response because: BFC said they will HONOR THEIR MISTAKE and NOT YO REMOVE ANY CHIPS, but they broke their promise in two days later! They took back 97.6% of the chips away ! That is not right! They just let me keep 2.4% ! This is what they called" not to remove any chips"??? Really feel myself so stupid buying and buying for so many years!!! They don't even let me keep 10% !!! Please don't let me feel that I am a begga here begging for chips! Is not me who make the mistake, is BFC!!! I really want a reasonable compensation!!! Thank you
Complaint: [redacted]I am rejecting this response because: This is not a resolution to the issue at hand, nor does it offer any assistance in rectifying the problem now or in the future. It should be noted that Jon from Big Fish Games sent his recent reply directly to my personal e-mail. My reply to his e-mal is included below.
As a representative of Big Fish Games you have chosen to respond in a manner that neither addresses nor resolves this issue.Let’s review your responses, shall we?
You neglected to answer my questions concerning the complaint I filed 10/4/2015 on your site. Although I received a confirmation number, I never received any type of response from your firm. Why didn’t I receive a response? Isn't there a process to review messages received and assigned confirmation numbers?
Since you chose not to respond, I can only conclude that someone at your firm either deleted my complaint and/or ignored my complaint. Had I not filed a complaint with the Revdex.com, I would have never heard from your firm.
I am appalled that you would make a preposterous statement such as this: “Regarding your previous attempt to contact us regarding a possible breach on your wife's account, since we never received the email, we would have no record of it under the [redacted]@comcast.net email address.”
Read this slowly and you may finally understand that my account and my wife’s account ARE TWO SEPARATE ACCOUNTS WITH TWO SEPARATE E-MAIL ADDRESSES. Your firm was contacted on October 17, 2013 and informed that my wife’s credit card was breached.
As I stated in my complaint of 10/2015 sent to both BFG and the Revdex.com, my wife’s account was under a different e-mail address using a different credit card. My wife sent a complaint to your Customer Support in October 17, 2013 regarding that credit card breach. The Customer Support representative from BFG “addressed” that issue in the same vague, noncommittal manner as you have.
Your firm clearly has their own personal definition of the word resolve.
You stated in your initial response:“We never store full payment card information on our servers and have taken a number of steps to ensure that all of our customers’ information is safe.”But in your latest response you state:“since January 8th,2015 we have removed all malware responsible for the issue, have taken measures to prevent the malware, and have conducted an overall security check on our systems, firewalls, payment card information systems, and security tools.”"We do work with a billing partner to process payments, but we do not provide them access or details of your Big Fish account."
This is another incomprehensible statement. My credit card account was compromised not my Big Fish Game Account. It is impossible for your billing partner to process payments without my credit card information. What exactly is stored on your payment card information systems that is not supposedly stored on your servers?
The daily flood of spam attacks to the Game Forums on your site demonstrates the lack of basic fundamental security on your systems. The security measures in place at your firm are unable to stop spam attacks much less protect credit card information.
Your response also included suggestions about open Wi-Fi networks and out of date anti-virus software as ways in which my PC can be infected. This is an unsubstantiated statement used to turn the tables in an attempt to place the blame on the customer.
Again, what you are suggesting contradicts your claims that your site is safe. You are suggesting that my system may have been infected with malware, spyware or a virus that only targets credit cards used to purchase games on the BFG web site. No other credit cards, no other bank accounts, no personal information was compromised. Just the payment information on two separate credit cards on two different dates within a two year span used only to purchase Big Fish Games.
Essentially you are confirming the fact that your sight is not safe.
Your responses are not a resolution. They are flippant, disrespectful and filled with double-talk. They do acknowledge that your firm has a severe problem with maintaining security on their web site. That acknowledgement serves as a confirmation that BFG has no intention of rectifying these problems. As a representative of BFG, you have taken the arrogant stance that customers are expendable.
The only mistake I have made was trusting your firm. Trusting that my credit card information was safe. I also foolishly expected your firm to give this matter serious attention. Frankly, contacting your firm regarding this matter has proven to be an aggravation and a waste of my time.
I will not make that mistake again.[redacted]
Greetings, This is [redacted] again with Big Fish. As mentioned before, we only ban accounts for violation of our Terms of Use. You can review our full Terms of Use here: <[redacted]It appears that we have addressed all of [redacted]'s previous concerns and have nothing further to add. We do encourage [redacted]'s to contact us directly if he has any new issues to discuss. We are more than happy to help.[redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms. [redacted] has contacted the Revdex.com in regards to a recent purchase and accessing her account. We are happy to assist with resolving this issue as quick as possible. It appears that Ms. [redacted] has already contacted us directly...
through our website about this issue. After doing some research, it appears that we responded on Jan. 5th, 2017, (Incident# [redacted]). I've included our response below:[redacted]Hi [redacted], My name is Jon, I'm one of the Senior Customer Support Representatives here at Big Fish. I'd like to start things off by first thanking you for your patience, and assure you that I'm going to do everything I can to get this matter resolved for you. You mentioned not receiving the gems purchased on Dec. 13th, 2016 (Order# [redacted]). I would love to refund that purchase for you, however it appears that your bank has already charged that back on Dec. 17th, 2016. I also understand that you've encountered some issues when trying to sign into your Big Fish account. It looks like our system may have blocked access after seeing some new activity on the account that didn't make sense. Looking at the account, it appears that the purchase that was recently chargedback might be the cause. Banks usually only do chargebacks when a purchase is fraudulent or unauthorized. As we take fraud claims very seriously, when a chargeback is processed as fraud we immediately lock the account as it often indicates that the account in question is no longer under the control of the true account holder/cardholder. I've gone ahead with having the account unblocked. You should be able to access your account now without issue. In the future, if you have any questions regarding your account or charges from Big Fish, please feel free to contact us directly. We're more than happy to help answer any questions.JonSenior Customer Support Representativewww.BigFishGames.comSwimming in the pond Mon - Fri 9:30 - 5:00 PST[redacted]We are always happy to help a customer directly. Ms. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’s concerns with this issue. Contact Us https://www.bigfishgames.com/help/?rn=ask
Complaint: [redacted]I am rejecting this response because:I need to know what action did I take that led to my account being banned. I don't care to play this game anymore but I still want to know the reason.
Big Fish Recent Revdex.com Correspondence
We understand that Ms. [redacted] has contacted the Revdex.com in regards to an unwanted Big Fish Game Club membership. We are happy to assist with resolving this issue as quickly as possible.
Ms. [redacted],
My name is Jon, I’m one of the Customer Support Tier II Billing...
Specialists here at Big Fish. I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you.
I’ve done some research and I can confirm that the charge totaling $6.99 is for a monthly Game Club membership. I want to start with how the Big Fish Game Club membership was started, since I don't want you to have the impression that any deception was involved. Looking at your account, I can see that the membership was started on July 12th, 2015 with the purchase of Sally's Salon for $6.99 instead of the regular price of $9.99. In the cart, there would have been a option for the Game Club membership with a check box. If that option is selected, it then asks that the customer look at the Big Fish Games Terms of Service and click 'I agree' before the purchase can even continue. Once a membership is activated, an email is then sent titled "Welcome to Big Fish Game Club". This email not only provides details about the membership, but also includes the billing date and how to cancel the membership.
I understand that it was not necessarily your intent to have this membership, and can confirm that you've accessed the account and have canceled the membership as of Jan. 21st, 2016.
Even though the membership is canceled, your account will remain accessible and you’ll still be able to play your games and redeem any of your unused Game Club credits. I can see that you've already used all but one of the credits on the account. If you need more information on how to use a Game Club credit, I’ve included a link to article below that will help.
<as-html><a href="Using'>https://www.bigfishgames.com/help/?rn=[redacted]">Using Game Club Credits</a></as-html>>
If you want to get games without becoming a member, simply check your cart the time you’re purchasing a game and make sure that the check box next to the offer to Reactivate is unchecked. You can also go to the <as-html><a href="My'>https://store.bigfishgames.com/my_account/my_game_club.php">My Game Club</a></as-html> page on your account. At the bottom of that page, below the Big Fish Game Club Account Activity, you will see in bold letters the word <b>Game Club promo offers</b>. Just click on the box that says “Hide these in my shopping cart”. By doing this, you will still be able to get your games, but our system will now know that you are not interested in being a Game Club member.
For more information about Big Fish Game Club, please see the following help article:
<as-html><a href="Big'>http://www.bigfishgames.com/help/index.html?rn=907">Big Fish Game Club</a></as-html>
As mentioned before, 5 of the 6 Game Club credits have already been redeemed for games. Since they have already been redeemed, I'm only able to refund one of those membership charges. I'd be happy to issue this refund of $6.99 for you, however if I do, it will remove that remaining Game Club credit from your account. Just let me know if you want me issue that refund or not.
We are always happy to help a customer directly. Ms. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’s concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Complaint: [redacted]I am rejecting this response because: The "Big Fish Games" has refunded me for only 6 months of billing. Yet despite this I did go onto their site and it never states to opt out of the monthly billing once a game has been purchased.I was hoping for a full refund for the entire amount of $72 but they only refunded $41. Bad company to deal with.Thank you for your help[redacted]
Sincerely,[redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms. [redacted] has contacted the Revdex.com in regards to unwanted Big Fish Game Club membership. We are happy to assist with resolving this issue as quick as possible. It appears that Ms. [redacted] has already contacted us directly through our website about...
this issue. After doing some research, it appears that we responded on December 14, 2015, (Incident# [redacted]). I've included our response below:[redacted]Hi [redacted],This is Bethanie in Seattle, thanks for writing in. It sounds like there have been some unexpected charges on your account recently. I definitely don't want you to pay for anything you do not want and I'm going to look into this right away.It looks like you may not have received Dan's response to you on November 13. I can definitely include that response below:+++++++Hello [redacted],Thanks for writing in, this is Dan in Seattle. It seems there's been 6 months of charges and you didn't want the service as it was canceled long ago, and you'd like all the money returned and the over-withdrawl fee. I want to apologize for not calling you back directly. I definitely understand wanting to handle certain situations over the phone, and agree it sometimes may make things easier. I really want this email process to be as easy as possible for you, and I apologize for any inconvenience you've experienced getting a hold of us about this. I can assure you that we absolutely don't want anyone being stuck paying for something they don't want. At this time we're only able to provide support over email, but I'm going to do my very best to help you as quickly as possible. I was unable to find any record of an online, email, or voicemail request about that issue with this email to reply to. I'd like to apologize that it was unsuccessful, so lets get that taken care of. It looks like the charge on your account is coming from a Big Fish Game Club membership, started with the purchase of Nancy Drew: Shadow at the Water's Edge on April 4, 2015 from the "Big Fish Game Club Trial" checkbox on the shopping cart page. The Game Club is an optional ongoing monthly subscription, where members automatically receive a credit that can be redeemed for any game on our site. Members also enjoy 30% or more savings on all games. If you would like any more information on the Game Club the help article below has more details:<as-html><a href="https://www.bigfishgames.com/help/?rn=907">Big Fish Game Club</a></as-html>Since it sounds like this membership isn't something you wanted, I've canceled it and you will not be charged for this service again, unless it is reactivated. Also, I've gone ahead and reimbursed you for the last 6 months of charges to this account, and a refund of $45.6 (USD) will show up in about 3-10 days.You can still buy all the games you want and play the games that have already been purchased without a Game Club membership, just make sure the "Reactivate Game Club" box remains unchecked before completing your purchase.It sounds like there’s been an overdraft fee from your bank after a charge went through on our site. I do apologize about the inconvenience of this fee, and I would definitely issue a refund if I was able to. This charge came straight from the bank, instead of from Big Fish Games, so only they are able to refund it.It might help to talk to a supervisor or manager at your bank and let them know we’ve refunded the charge that caused the overdraft. In some cases, the bank will extend the same courtesy and refund the fee. In case it’s handy, here are the order numbers that were refunded, which you can provide for them: [redacted]+++++Hi, it is Bethanie again. If you have any other questions regarding this issue go ahead and let me know by replying directly to this email and I'll be happy to help as soon as I can. Warm regards,Bethaniewww.BigFishGames.comSwimming in the pond Sunday-Thursday[redacted]I have researched the status of the refunds we issued on Nov. 13th, 2015. It appears that your bank has already accepted those refunds as of Nov. 16th, 2015. I would recommend speaking directly to a supervisor or manager at your local branch as to why they have not appeared on your account. Here is some information that should help you with that conversation:Order# Effective Date Amt. Reference#[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted]You mentioned that there was another charge, and after further research, I was able to find a 2nd account for you under the [redacted]@yahoo.com email address. I can see that you were able to access and cancel this membership on Dec. 11th, 2015. Since it sounds like you did not intend to have a membership on this account as well, I've gone ahead with refunding the last 10 charges made from that account for $7.60 each. These refunds are being processed as of Monday, December 14, 2015 and should show up on your bank account in approximately 3-10 business days. Here are the order numbers associated with those refunds:[redacted]Those will appear on your statement with a 'R' in front of the number to indicate that they are not charges, but refunds. With regards to the overdraft fees that your bank has charge, I would very much like to help with those. However, because that fee was issued by your bank, and not by Big Fish Games, they are the only ones that can put that fee back into your account.When a customer makes a purchase, we send an authorization to their bank asking for permission to withdraw those funds. We aren't able to see if funds are available on an account. The bank then checks the account and then decides whether or not to allow the charge to go through. In this case, they allowed our $6.99 ($7.60 with tax) to be withdrawn. Again, I recommend talking to a supervisor or manager at your bank and let them know that we've refunded our charges, and ask that they extend the same courtesy to you with regards to their fee. We are always happy to help a customer directly. Ms. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. Please keep in mind that all of our customer support is done via e-mail. We are simply not set up to provide support over the phone. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted] concerns with this issue. Contact Us http://bigfishgames.custhelp.com/app/ask
Big Fish Recent Revdex.com Correspondence We understand that Mr. [redacted] has contacted the Revdex.com in regards to an unauthorized charge on his credit card. We are happy to assist with resolving this issue as quickly as possible. Hi [redacted], My name is [redacted], I’m one of the Customer Support...
Tier II Billing Specialists here at Big Fish. I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you. I understand that you’ve received a $8.39 USD charge from Big Fish and are unsure as to why. From what you've described, it sounds like that charge may be coming from a subscription to our Big Fish Game Club. The Big Fish Game Club is a monthly subscription that gives members exclusive benefits such as 30% off games (including Collector’s Editions) and our Daily Deals. In addition, when the $8.39 USD is charged each month to keep the membership active, you receive a Game Club credit. These credits can then be redeemed for games on our site, at no additional charge. To redeem a credit, simply sign in to the web-site and click the 'Buy Now' button for the game you want. The credit will then be automatically applied to the game purchase. I checked our system, but was unable to find an account using your email address. However, thanks to the line item you provided, I was able to find the source of those charges. Is there anyone named [redacted] in the household that uses a email address from [redacted].com.pk? Either way, I have canceled the membership found on that account as of Wednesday, April 22, 2015. There will be no further charge for this service. I’ve also refunded the last 5 charges made to the account for $8.39 USD each. These refunds are being processed as of today and should show up on your bank account in approximately 3-10 business days. We are always happy to help a customer directly. Mr. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. It appears that your e-mails were actually sent to another department instead of directly to our Customer Support. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Mr. [redacted]’s concerns with this issue. Contact Us http://bigfishgames.custhelp.com/app/ask
Greetings, This is Jon again with Big Fish. It appears that we have addressed all of Ms. [redacted]'s previous concerns and have nothing further to add. We do encourage them to contact us directly if he has any new issues to discuss. We are more than happy to help.Contact Us https://www.bigfishgames.com/help/?rn=ask
Big Fish Recent Revdex.com Correspondence
We understand that Ms. [redacted] has contacted the Revdex.com in regards to our Big Fish Game Club membership. We are happy to assist with resolving this issue as quickly as possible.
Ms. [redacted],
My name is Jon, I’m one of the Customer Support Tier II Billing...
Specialists here at Big Fish. I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you.
I understand that you're grandparents un-intentionally signed up for a Big Fish Game Club membership.
I want to start with how the Big Fish Game Club membership was started, since I don't want you to have the impression that any deception was involved. Without having their account information, it sounds like a game was purchased for $6.99 USD (7.14 CAD instead of the regular price of $9.99 USD.
The Big Fish Game Club is a monthly subscription that gives members exclusive benefits such as 30% off games (including Collector’s Editions) and our $2.99 Daily Deals. In addition, when the $6.99 is charged each month to keep the membership active, you receive a Game Club credit. These credits can then be redeemed for games on our site, at no additional charge. To redeem a credit, simply sign in to the web-site and click the 'Buy Now' button for the game you want. The credit will then be automatically applied to the game purchase.
When placing an order on our site with the Big Fish Game Club membership selected, the following text appears directly under the Place Order button: "By clicking "Place Order", you agree to the Big Fish Game Club Terms of Service, and authorize us to charge the credit card or other payment method you've selected. You will not be billed for Game Club until your 1 month free trial ends. After your trial, your membership will continue and you will be charged $ 6.99 (plus applicable taxes) per month. You can cancel any time from your My Account page."
Once a membership is activated, an email is then sent titled "Welcome to Big Fish Game Club". This email not only provides details about the membership, but also includes the billing date and how to cancel the membership.
If you haven't already canceled that membership, I can help you with this. In addition to replying here, I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible
We are always happy to help a customer directly. Ms. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’ concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Big Fish Recent Revdex.com CorrespondenceWe understand that Mr. [redacted] has contacted the Revdex.com in regards to an unwanted monthly charge. We are happy to assist with resolving this issue as quickly as possible. Mr. [redacted], My name is Jon, I’m one of the Customer Support Tier II Billing Specialists here...
at Big Fish. I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you. I understand that you're seeing a $6.99 charge from us and aren't sure why. It sounds like that a Game Club membership might be involved. The Big Fish Game Club is a monthly subscription that gives members exclusive benefits such as 30% off games (including Collector’s Editions) and our $2.99 Daily Deals. In addition, when the monthly $6.99 is charged to keep the membership active, you receive a Game Club credit. These credits can then be redeemed for games on our site, at no additional charge. To redeem a credit, simply sign in to the web-site and click the 'Buy Now' button for the game you want. The credit will then be automatically applied to the game purchase.Using the information you've provided, I believe I found the source of those charges. Is there anyone in the household named [redacted] who also uses a [redacted].com address? I've gone ahead with canceling the membership on that account as of Thursday, November 12, 2015. There will be no further charges for this service. I’ve also refunded the last 12 charges made to the account for $6.99 each. These refunds are being processed as of today and should show up on your bank account in approximately 3-10 business days.We are always happy to help a customer directly. Mr. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Mr. [redacted]’s concerns with this issue. Contact Us http://bigfishgames.custhelp.com/app/ask
Big Fish Recent Revdex.com Correspondence
We understand that Ms. [redacted] has contacted the Revdex.com in regards to problems you've encountered with two of your games. We are happy to assist with resolving this issue as quickly as possible.
Ms. [redacted],
My name is Jon, I’m one of the Customer Support Tier...
II Billing Specialists here at Big Fish. I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you.
I understand that you've encountered problems contacting us. I checked our system and it appears that for whatever reason, we've not received any emails from you since Nov. 12th, 2015 (Incident# [redacted]). This isn't to say that I don't believe that you've sent us emails, just that they're not getting to us for whatever reason.
You mentioned that two of your recently purchased games weren't working. If you like, I can replace them for you. If you can let me know what games you're having problems with, I can issue you coupon codes to get other games in their place right away.
We are always happy to help a customer directly. Ms. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’s concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Big Fish Recent Revdex.com Correspondence We understand that Mr. [redacted] has contacted the Revdex.com in regards to problems with Defender of the Crown. We are happy to assist with resolving this issue as quick as possible. It appears that Mr. [redacted] has already contacted us directly through our website about this...
issue. After doing some research, it appears that we responded on Oct. 24th, 2016, (Incident# [redacted]). I've included our response below:[redacted]Hi [redacted],My name is Jon, I’m one of the Senior Customer Support Representatives here at Big Fish. I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you.I investigated our database and am sorry to report that this game (Defender of the Crown) is no longer supported and has been removed from our site. If you used a Search engine (like Google) to look for the game, it's possible that you may have encountered a cached version of the game's old page that has not been removed from the search engine's results.Thank you so much for all of the steps that you've taken and I'm sorry that you were unable to download this game. I've gone ahead and issued you a coupon code which will allow you to select a replacement game for free. This code can be used to get any standard version game and it will never expire.Here’s a coupon code:[redacted] To redeem the coupon, just copy (CTRL+C) and paste (CTRL+V) this code into your shopping cart, and click on "Apply Code". For step-by-step instructions on using a coupon code, please click on this help article link:<as-html><a href="https://www.bigfishgames.com/help/?rn=952">Using A Coupon Code</a></as-html>I sincerely apologize for the inconvenience this caused you. Please do not hesitate to contact me back with any further questions or concerns. JonSenior Customer Support Representativewww.BigFishGames.comSwimming in the pond Mon - Fri 9:30 - 5:00 PST[redacted]We are always happy to help a customer directly. Mr. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Mr. [redacted]’s concerns with this issue. Contact Us https://www.bigfishgames.com/help/?rn=ask
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 will also be monitoring my credit card to insure that another charge is not posted as of 7-13-16.
Sincerely, [redacted]
Complaint: [redacted]
I am rejecting this response because: BFC said they will HONOR THEIR MISTAKE and NOT YO REMOVE ANY CHIPS, but they broke their promise in two days later! They took back 97.6% of the chips away ! That is not right! They just let me keep 2.4% ! This is what they called" not to remove any chips"??? Really feel myself so stupid buying and buying for so many years!!! They don't even let me keep 10% !!! Please don't let me feel that I am a begga here begging for chips! Is not me who make the mistake, is BFC!!! I really want a reasonable compensation!!! Thank you
Complaint: [redacted]I am rejecting this response because: This is not a resolution to the issue at hand, nor does it offer any assistance in rectifying the problem now or in the future. It should be noted that Jon from Big Fish Games sent his recent reply directly to my personal e-mail. My reply to his e-mal is included below.
As a representative of Big Fish Games you have chosen to respond in a manner that neither addresses nor resolves this issue.Let’s review your responses, shall we?
You neglected to answer my questions concerning the complaint I filed 10/4/2015 on your site. Although I received a confirmation number, I never received any type of response from your firm. Why didn’t I receive a response? Isn't there a process to review messages received and assigned confirmation numbers?
Since you chose not to respond, I can only conclude that someone at your firm either deleted my complaint and/or ignored my complaint. Had I not filed a complaint with the Revdex.com, I would have never heard from your firm.
I am appalled that you would make a preposterous statement such as this: “Regarding your previous attempt to contact us regarding a possible breach on your wife's account, since we never received the email, we would have no record of it under the [redacted]@comcast.net email address.”
Read this slowly and you may finally understand that my account and my wife’s account ARE TWO SEPARATE ACCOUNTS WITH TWO SEPARATE E-MAIL ADDRESSES. Your firm was contacted on October 17, 2013 and informed that my wife’s credit card was breached.
As I stated in my complaint of 10/2015 sent to both BFG and the Revdex.com, my wife’s account was under a different e-mail address using a different credit card. My wife sent a complaint to your Customer Support in October 17, 2013 regarding that credit card breach. The Customer Support representative from BFG “addressed” that issue in the same vague, noncommittal manner as you have.
Your firm clearly has their own personal definition of the word resolve.
You stated in your initial response:“We never store full payment card information on our servers and have taken a number of steps to ensure that all of our customers’ information is safe.”But in your latest response you state:“since January 8th,2015 we have removed all malware responsible for the issue, have taken measures to prevent the malware, and have conducted an overall security check on our systems, firewalls, payment card information systems, and security tools.”"We do work with a billing partner to process payments, but we do not provide them access or details of your Big Fish account."
This is another incomprehensible statement. My credit card account was compromised not my Big Fish Game Account. It is impossible for your billing partner to process payments without my credit card information. What exactly is stored on your payment card information systems that is not supposedly stored on your servers?
The daily flood of spam attacks to the Game Forums on your site demonstrates the lack of basic fundamental security on your systems. The security measures in place at your firm are unable to stop spam attacks much less protect credit card information.
Your response also included suggestions about open Wi-Fi networks and out of date anti-virus software as ways in which my PC can be infected. This is an unsubstantiated statement used to turn the tables in an attempt to place the blame on the customer.
Again, what you are suggesting contradicts your claims that your site is safe. You are suggesting that my system may have been infected with malware, spyware or a virus that only targets credit cards used to purchase games on the BFG web site. No other credit cards, no other bank accounts, no personal information was compromised. Just the payment information on two separate credit cards on two different dates within a two year span used only to purchase Big Fish Games.
Essentially you are confirming the fact that your sight is not safe.
Your responses are not a resolution. They are flippant, disrespectful and filled with double-talk. They do acknowledge that your firm has a severe problem with maintaining security on their web site. That acknowledgement serves as a confirmation that BFG has no intention of rectifying these problems. As a representative of BFG, you have taken the arrogant stance that customers are expendable.
The only mistake I have made was trusting your firm. Trusting that my credit card information was safe. I also foolishly expected your firm to give this matter serious attention. Frankly, contacting your firm regarding this matter has proven to be an aggravation and a waste of my time.
I will not make that mistake again.[redacted]
Greetings, This is [redacted] again with Big Fish. As mentioned before, we only ban accounts for violation of our Terms of Use. You can review our full Terms of Use here: <[redacted]It appears that we have addressed all of [redacted]'s previous concerns and have nothing further to add. We do encourage [redacted]'s to contact us directly if he has any new issues to discuss. We are more than happy to help.[redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms. [redacted] has contacted the Revdex.com in regards to a recent purchase and accessing her account. We are happy to assist with resolving this issue as quick as possible. It appears that Ms. [redacted] has already contacted us directly...
through our website about this issue. After doing some research, it appears that we responded on Jan. 5th, 2017, (Incident# [redacted]). I've included our response below:[redacted]Hi [redacted], My name is Jon, I'm one of the Senior Customer Support Representatives here at Big Fish. I'd like to start things off by first thanking you for your patience, and assure you that I'm going to do everything I can to get this matter resolved for you. You mentioned not receiving the gems purchased on Dec. 13th, 2016 (Order# [redacted]). I would love to refund that purchase for you, however it appears that your bank has already charged that back on Dec. 17th, 2016. I also understand that you've encountered some issues when trying to sign into your Big Fish account. It looks like our system may have blocked access after seeing some new activity on the account that didn't make sense. Looking at the account, it appears that the purchase that was recently chargedback might be the cause. Banks usually only do chargebacks when a purchase is fraudulent or unauthorized. As we take fraud claims very seriously, when a chargeback is processed as fraud we immediately lock the account as it often indicates that the account in question is no longer under the control of the true account holder/cardholder. I've gone ahead with having the account unblocked. You should be able to access your account now without issue. In the future, if you have any questions regarding your account or charges from Big Fish, please feel free to contact us directly. We're more than happy to help answer any questions.JonSenior Customer Support Representativewww.BigFishGames.comSwimming in the pond Mon - Fri 9:30 - 5:00 PST[redacted]We are always happy to help a customer directly. Ms. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’s concerns with this issue. Contact Us https://www.bigfishgames.com/help/?rn=ask
Complaint: [redacted]I am rejecting this response because:I need to know what action did I take that led to my account being banned. I don't care to play this game anymore but I still want to know the reason.
Big Fish Recent Revdex.com Correspondence
We understand that Ms. [redacted] has contacted the Revdex.com in regards to an unwanted Big Fish Game Club membership. We are happy to assist with resolving this issue as quickly as possible.
Ms. [redacted],
My name is Jon, I’m one of the Customer Support Tier II Billing...
Specialists here at Big Fish. I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you.
I’ve done some research and I can confirm that the charge totaling $6.99 is for a monthly Game Club membership. I want to start with how the Big Fish Game Club membership was started, since I don't want you to have the impression that any deception was involved. Looking at your account, I can see that the membership was started on July 12th, 2015 with the purchase of Sally's Salon for $6.99 instead of the regular price of $9.99. In the cart, there would have been a option for the Game Club membership with a check box. If that option is selected, it then asks that the customer look at the Big Fish Games Terms of Service and click 'I agree' before the purchase can even continue. Once a membership is activated, an email is then sent titled "Welcome to Big Fish Game Club". This email not only provides details about the membership, but also includes the billing date and how to cancel the membership.
I understand that it was not necessarily your intent to have this membership, and can confirm that you've accessed the account and have canceled the membership as of Jan. 21st, 2016.
Even though the membership is canceled, your account will remain accessible and you’ll still be able to play your games and redeem any of your unused Game Club credits. I can see that you've already used all but one of the credits on the account. If you need more information on how to use a Game Club credit, I’ve included a link to article below that will help.
<as-html><a href="Using'>https://www.bigfishgames.com/help/?rn=[redacted]">Using Game Club Credits</a></as-html>>
If you want to get games without becoming a member, simply check your cart the time you’re purchasing a game and make sure that the check box next to the offer to Reactivate is unchecked. You can also go to the <as-html><a href="My'>https://store.bigfishgames.com/my_account/my_game_club.php">My Game Club</a></as-html> page on your account. At the bottom of that page, below the Big Fish Game Club Account Activity, you will see in bold letters the word <b>Game Club promo offers</b>. Just click on the box that says “Hide these in my shopping cart”. By doing this, you will still be able to get your games, but our system will now know that you are not interested in being a Game Club member.
For more information about Big Fish Game Club, please see the following help article:
<as-html><a href="Big'>http://www.bigfishgames.com/help/index.html?rn=907">Big Fish Game Club</a></as-html>
As mentioned before, 5 of the 6 Game Club credits have already been redeemed for games. Since they have already been redeemed, I'm only able to refund one of those membership charges. I'd be happy to issue this refund of $6.99 for you, however if I do, it will remove that remaining Game Club credit from your account. Just let me know if you want me issue that refund or not.
We are always happy to help a customer directly. Ms. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’s concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Complaint: [redacted]I am rejecting this response because: The "Big Fish Games" has refunded me for only 6 months of billing. Yet despite this I did go onto their site and it never states to opt out of the monthly billing once a game has been purchased.I was hoping for a full refund for the entire amount of $72 but they only refunded $41. Bad company to deal with.Thank you for your help[redacted]
Sincerely,[redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms. [redacted] has contacted the Revdex.com in regards to unwanted Big Fish Game Club membership. We are happy to assist with resolving this issue as quick as possible. It appears that Ms. [redacted] has already contacted us directly through our website about...
this issue. After doing some research, it appears that we responded on December 14, 2015, (Incident# [redacted]). I've included our response below:[redacted]Hi [redacted],This is Bethanie in Seattle, thanks for writing in. It sounds like there have been some unexpected charges on your account recently. I definitely don't want you to pay for anything you do not want and I'm going to look into this right away.It looks like you may not have received Dan's response to you on November 13. I can definitely include that response below:+++++++Hello [redacted],Thanks for writing in, this is Dan in Seattle. It seems there's been 6 months of charges and you didn't want the service as it was canceled long ago, and you'd like all the money returned and the over-withdrawl fee. I want to apologize for not calling you back directly. I definitely understand wanting to handle certain situations over the phone, and agree it sometimes may make things easier. I really want this email process to be as easy as possible for you, and I apologize for any inconvenience you've experienced getting a hold of us about this. I can assure you that we absolutely don't want anyone being stuck paying for something they don't want. At this time we're only able to provide support over email, but I'm going to do my very best to help you as quickly as possible. I was unable to find any record of an online, email, or voicemail request about that issue with this email to reply to. I'd like to apologize that it was unsuccessful, so lets get that taken care of. It looks like the charge on your account is coming from a Big Fish Game Club membership, started with the purchase of Nancy Drew: Shadow at the Water's Edge on April 4, 2015 from the "Big Fish Game Club Trial" checkbox on the shopping cart page. The Game Club is an optional ongoing monthly subscription, where members automatically receive a credit that can be redeemed for any game on our site. Members also enjoy 30% or more savings on all games. If you would like any more information on the Game Club the help article below has more details:<as-html><a href="https://www.bigfishgames.com/help/?rn=907">Big Fish Game Club</a></as-html>Since it sounds like this membership isn't something you wanted, I've canceled it and you will not be charged for this service again, unless it is reactivated. Also, I've gone ahead and reimbursed you for the last 6 months of charges to this account, and a refund of $45.6 (USD) will show up in about 3-10 days.You can still buy all the games you want and play the games that have already been purchased without a Game Club membership, just make sure the "Reactivate Game Club" box remains unchecked before completing your purchase.It sounds like there’s been an overdraft fee from your bank after a charge went through on our site. I do apologize about the inconvenience of this fee, and I would definitely issue a refund if I was able to. This charge came straight from the bank, instead of from Big Fish Games, so only they are able to refund it.It might help to talk to a supervisor or manager at your bank and let them know we’ve refunded the charge that caused the overdraft. In some cases, the bank will extend the same courtesy and refund the fee. In case it’s handy, here are the order numbers that were refunded, which you can provide for them: [redacted]+++++Hi, it is Bethanie again. If you have any other questions regarding this issue go ahead and let me know by replying directly to this email and I'll be happy to help as soon as I can. Warm regards,Bethaniewww.BigFishGames.comSwimming in the pond Sunday-Thursday[redacted]I have researched the status of the refunds we issued on Nov. 13th, 2015. It appears that your bank has already accepted those refunds as of Nov. 16th, 2015. I would recommend speaking directly to a supervisor or manager at your local branch as to why they have not appeared on your account. Here is some information that should help you with that conversation:Order# Effective Date Amt. Reference#[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted]You mentioned that there was another charge, and after further research, I was able to find a 2nd account for you under the [redacted]@yahoo.com email address. I can see that you were able to access and cancel this membership on Dec. 11th, 2015. Since it sounds like you did not intend to have a membership on this account as well, I've gone ahead with refunding the last 10 charges made from that account for $7.60 each. These refunds are being processed as of Monday, December 14, 2015 and should show up on your bank account in approximately 3-10 business days. Here are the order numbers associated with those refunds:[redacted]Those will appear on your statement with a 'R' in front of the number to indicate that they are not charges, but refunds. With regards to the overdraft fees that your bank has charge, I would very much like to help with those. However, because that fee was issued by your bank, and not by Big Fish Games, they are the only ones that can put that fee back into your account.When a customer makes a purchase, we send an authorization to their bank asking for permission to withdraw those funds. We aren't able to see if funds are available on an account. The bank then checks the account and then decides whether or not to allow the charge to go through. In this case, they allowed our $6.99 ($7.60 with tax) to be withdrawn. Again, I recommend talking to a supervisor or manager at your bank and let them know that we've refunded our charges, and ask that they extend the same courtesy to you with regards to their fee. We are always happy to help a customer directly. Ms. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. Please keep in mind that all of our customer support is done via e-mail. We are simply not set up to provide support over the phone. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted] concerns with this issue. Contact Us http://bigfishgames.custhelp.com/app/ask
Big Fish Recent Revdex.com Correspondence We understand that Mr. [redacted] has contacted the Revdex.com in regards to an unauthorized charge on his credit card. We are happy to assist with resolving this issue as quickly as possible. Hi [redacted], My name is [redacted], I’m one of the Customer Support...
Tier II Billing Specialists here at Big Fish. I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you. I understand that you’ve received a $8.39 USD charge from Big Fish and are unsure as to why. From what you've described, it sounds like that charge may be coming from a subscription to our Big Fish Game Club. The Big Fish Game Club is a monthly subscription that gives members exclusive benefits such as 30% off games (including Collector’s Editions) and our Daily Deals. In addition, when the $8.39 USD is charged each month to keep the membership active, you receive a Game Club credit. These credits can then be redeemed for games on our site, at no additional charge. To redeem a credit, simply sign in to the web-site and click the 'Buy Now' button for the game you want. The credit will then be automatically applied to the game purchase. I checked our system, but was unable to find an account using your email address. However, thanks to the line item you provided, I was able to find the source of those charges. Is there anyone named [redacted] in the household that uses a email address from [redacted].com.pk? Either way, I have canceled the membership found on that account as of Wednesday, April 22, 2015. There will be no further charge for this service. I’ve also refunded the last 5 charges made to the account for $8.39 USD each. These refunds are being processed as of today and should show up on your bank account in approximately 3-10 business days. We are always happy to help a customer directly. Mr. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. It appears that your e-mails were actually sent to another department instead of directly to our Customer Support. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Mr. [redacted]’s concerns with this issue. Contact Us http://bigfishgames.custhelp.com/app/ask
Greetings, This is Jon again with Big Fish. It appears that we have addressed all of Ms. [redacted]'s previous concerns and have nothing further to add. We do encourage them to contact us directly if he has any new issues to discuss. We are more than happy to help.Contact Us https://www.bigfishgames.com/help/?rn=ask
Big Fish Recent Revdex.com Correspondence
We understand that Ms. [redacted] has contacted the Revdex.com in regards to our Big Fish Game Club membership. We are happy to assist with resolving this issue as quickly as possible.
Ms. [redacted],
My name is Jon, I’m one of the Customer Support Tier II Billing...
Specialists here at Big Fish. I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you.
I understand that you're grandparents un-intentionally signed up for a Big Fish Game Club membership.
I want to start with how the Big Fish Game Club membership was started, since I don't want you to have the impression that any deception was involved. Without having their account information, it sounds like a game was purchased for $6.99 USD (7.14 CAD instead of the regular price of $9.99 USD.
The Big Fish Game Club is a monthly subscription that gives members exclusive benefits such as 30% off games (including Collector’s Editions) and our $2.99 Daily Deals. In addition, when the $6.99 is charged each month to keep the membership active, you receive a Game Club credit. These credits can then be redeemed for games on our site, at no additional charge. To redeem a credit, simply sign in to the web-site and click the 'Buy Now' button for the game you want. The credit will then be automatically applied to the game purchase.
When placing an order on our site with the Big Fish Game Club membership selected, the following text appears directly under the Place Order button: "By clicking "Place Order", you agree to the Big Fish Game Club Terms of Service, and authorize us to charge the credit card or other payment method you've selected. You will not be billed for Game Club until your 1 month free trial ends. After your trial, your membership will continue and you will be charged $ 6.99 (plus applicable taxes) per month. You can cancel any time from your My Account page."
Once a membership is activated, an email is then sent titled "Welcome to Big Fish Game Club". This email not only provides details about the membership, but also includes the billing date and how to cancel the membership.
If you haven't already canceled that membership, I can help you with this. In addition to replying here, I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible
We are always happy to help a customer directly. Ms. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’ concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Big Fish Recent Revdex.com CorrespondenceWe understand that Mr. [redacted] has contacted the Revdex.com in regards to an unwanted monthly charge. We are happy to assist with resolving this issue as quickly as possible. Mr. [redacted], My name is Jon, I’m one of the Customer Support Tier II Billing Specialists here...
at Big Fish. I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you. I understand that you're seeing a $6.99 charge from us and aren't sure why. It sounds like that a Game Club membership might be involved. The Big Fish Game Club is a monthly subscription that gives members exclusive benefits such as 30% off games (including Collector’s Editions) and our $2.99 Daily Deals. In addition, when the monthly $6.99 is charged to keep the membership active, you receive a Game Club credit. These credits can then be redeemed for games on our site, at no additional charge. To redeem a credit, simply sign in to the web-site and click the 'Buy Now' button for the game you want. The credit will then be automatically applied to the game purchase.Using the information you've provided, I believe I found the source of those charges. Is there anyone in the household named [redacted] who also uses a [redacted].com address? I've gone ahead with canceling the membership on that account as of Thursday, November 12, 2015. There will be no further charges for this service. I’ve also refunded the last 12 charges made to the account for $6.99 each. These refunds are being processed as of today and should show up on your bank account in approximately 3-10 business days.We are always happy to help a customer directly. Mr. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Mr. [redacted]’s concerns with this issue. Contact Us http://bigfishgames.custhelp.com/app/ask