Draper Eyewear

Hello Revdex.com,
This is to inform you that we are working with the customer to get her account cancelledWe spoke to her and found that the charge is from GameHouse and we've forwarded the details to the concern teamOnce we get to hear from them, we will update here with the final status

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

RE: Complaint No***Dear Revdex.com:Ms*** registered for a two week free trial with our Gamehouse.com website on July, The terms and conditions accepted by Ms*** at the time of registering stated that she was obligated to cancel her subscription before the expiration of the free
trial period to avoid paying recurring subscription feesAs Ms*** did not cancel her subscription, she continued to be subscribed to GameHouse's monthly subscription after the free trial periodMs*** cancelled her GameHouse subscription on 3rd October, and accordingly her subscription expired at the end of her billing period, 23rd October, Ms*** contacted our Customer Support team on 3rd October after cancelling her subscription on 3rd October claiming that she had cancelled her subscription several months prior and that she has been charged three times after cancellationThe CS representative promptly responded that GameHouse had no record of cancellation of Ms*** subscription before 3rd October and requested that she provide details of the cancellationMs*** responded that she called GameHouse and cancelled her subscription July before the free trial period endedIn fact, Ms*** could not have called GameHouse and cancelled because GameHouse has not had a telephone support service since early Ms*** claims that the telephone number *** is a "bogus number, it is just a recording now," however the recording tells customers to go to the support website for assistanceThe only means for Ms*** to cancel her subscription was to log into her account through the websiteMs*** was thus unable to provide evidence to the CS representative of cancelling her subscription in JulyDespite the discrepancy, GameHouse refunded Ms*** $for the entire period of her subscription, as a courtesyWe believe this resolves the questions in this complaint and RealNetworks will consider this matter is closed

Complaint: ***I am rejecting this response because:
I DID cancel before the trial was upBut they didn't cancel itI had to RECANCEL it againBut whateverThey're liarsI got my money backI have copies all emails etcIf I get charged again by them for anything I will be suing and filing charges.
Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Dear Revdex.com:This complaint is quite vague, which delayed our response. Neither RealNetworks'subsidiary GameHouse nor RealNetworks itself were able to locate an account underthe email address [redacted]@hotmail.com. GameHouse did locate an accountincorporating the name "[redacted]@...." There is...

only one charge of$11.01 under that account, and GameHouse refunded this amount in the event thisaccount belongs to complainant (although complainant says the purchase pricewas $51.00). Complainant claims that she talked to the company on the 21stand 23rd of August but we found no records of such communications. Customerservice emailed both the given address and the [redacted]@ address for moreinformation but has received no reply. RealNetworks will consider this matterclosed unless and until additional details allow us to locate an associated account. Cyrus C[redacted]Senior CounselRealNetworks

Our customer support team is currently still in touch with [redacted] to help her play all our games and if necessary refund and cancel her membership to enable her to sign in on our other platform.

Hello [redacted], We're very sorry that you haven't been well. After looking into your case, we can confirm that you had cancelled the subscription that was registered with the email address you used to contact us. However, as our support team explained to you, you had used another email address...

for a second subscription. This is difficult for us to trace and outside our control. You had already been refunded one payment and we have now arranged for 5 more refunds to be refunded to your credit card account. Unfortunately we cannot refund you the 10 payments you were looking for, but we hope that you are accepting this gesture of good-will. Kind regards

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Hello Revdex.com,
The GameHouse support team has contacted [redacted] on Tuesday (3rd January 2017) and provided troubleshooting steps to access the service. The support team is yet to receive a response related to the query from [redacted].
[redacted] requested for refund because she was still in trial period. To be...

informed, we do not offer trial period for the games.
 
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.

The charge is legitimate and we cannot refund. Our support team sent the following response to the inquiry:Thank you for contacting GameHouse support. I think you may have missed my colleague's response to you of Thursday, February 15, 2018. I will resend her response below:Thanks for getting in...

touch with GameHouse Support.I had a look in your account and could see that you subscribed for the FunPass 2-day trial on January 25 and once the trial ended, the payment for this service was requested on January 27 as you did not cancel before this date. The payment was declined several times by your bank before being successful on February 15.Unfortunately, since you did not cancel this service on time, I'm unable to issue you any refunds. However, I have now cancelled your FunPass subscription and the final date of this service will be 27/Feb/18. No further payments will be requested for this service.

Hello Revdex.com,
 
I've contacted "[redacted]" over the phone regarding the charge and informed her that the payment is still in a pending status, so once we receive the payment we will refund and send her a confirmation email.
 
Note: Our support team is available 7 days. Agent support via email...

is available to customers who have purchased or subscribed to one of our products. We also offer a community forum for free customers, where agents respond to posts online."

Customer Service had previously been in contact with this customer, but was never informed that the customer's issue had not been resolved. Customer Service emailed her after receipt of this complaint, received no response, and is continuing to attempt to connect with the...

complainant.Sincerely,Cyrus C[redacted]Senior Counsel

Complaint: [redacted]
I am rejecting this response because:.. I am still at my wits end for charging my checking account for services that I NEVER used.. I stopped using them back in October 2016 but they charged me monthly all the way up until this month (July 2017)  and I haven''t been to the site since Oct. of 2016.. I've been ill with laryngeal cancer and was undergoing treatments (surgeries, radiation, & Chemo) and called the phone number located on my checking account for Gamehouse owned by RealNetworks but it didn't work.. I did not have access to a computer so attached is where I received my "Time  to say Goodbye" e-mail  from GameHouse owned by Real Networks.. I NEVER "joined" under another account.. THAT would be STUPID, close an account one day and open it under another email the SAME day.. You owe me 10 month's refund  and attached is my e-mail when I cancelled.. ALL I did was click "Like" for Facebook and that is when I began getting charged still.. The same day I finished Delicious and cancelled so yes you DO owe me the money.. I've seen so many complaints where you have charged people and YOU are at WRONG!!!!!!!!!
Sincerely,
[redacted]

Hello Revdex.com,
We have spoke with [redacted] on 2nd of July and It's appears that she had signed up to RealTimes Premium annual subscription. She was not aware of the auto renewal, we have explained about the annual charge. As per her request, we have cancelled and refunded the $49.99 back to her...

card.

Hello Revdex.com, When [redacted] originally purchased RealPlayer Plus, she purchased version RealPlayer 16 under "[redacted]", which was a one-time charge. With that purchase, she received updates and support of that version for no additional fees or hidden charges. We're no longer making any...

updates to RealPlayer 16 (or RealPlayer Cloud).Although customers who purchased RealPlayer 16 Plus continued to enjoy their Plus features at no extra charge when we released RealPlayer Cloud, in the new RealTimes these features are available only with a Premium or Unlimited subscription or with RealPlayer Plus 18. A subscription unlocks many more features than just the Plus features!Customers who previously purchased RealPlayer Plus can receive a discount on an annual subscription or RealPlayer Plus 18. However, to resolve this issue, as a one time courtesy, I've added her a coupon to get the access for free. Therefore, she can download the latest version of RealPlayer Plus. I've contacted her over the phone and conveyed the same message, also sent an email to her confirming the same.Note: Our support team is available 7 days. Agent support via email is available to customers who have purchased or subscribed to one of our products. We also offer a community forum for free customers, where agents respond to posts online."

Hello Revdex.com, I checked [redacted] account, and our records indicate that a refund of $24.99 has already been processed on 10-29-2015 for the order number: [redacted]. I would also like to confirm that the refund amount has been credited to his account on 10-30-2015. Note: Our support team is...

available 7 days. Agent support via email is available to customers who have purchased or subscribed to one of our products. We also offer a community forum for free customers, where agents respond to posts online.

Called up the customer and guided to reset the password. Now he able to access his account and the issue got fixed.