Dream Wedding World

This customer called us on 10/21/requesting to cancel the accountWhen we asked for his payment email address, he provided us with the email address [redacted] We were able to locate both accounts using his email address which the payment receipts are sent toWe confirmed the customer's billing address with him which also matched up to the IP address in which the payment were madeThis customer opened a subscription with us and never cancelled his recurring membershipsAs it states in our terms and conditions, all purchases are non-refundable and customers must cancel their recurring subscriptions to prevent future billingHowever, as of Oct 21, 2014, we cancelled his recurring subscriptions

Thank you for contacting usAgain, we would like to take the time the address this customerThe account was banned in accordance with our terms and conditionsID sharing caused a big issue to our users and our service so we had to prevent it from happeningPlease understand that we cannot make any exceptions since there are others having the same issuesThis policy applies to all accounts and we ask that if you have any further issues regarding this, you can proceed with legal processing and our legal counsel will be handling this case moving forward

Thank you for contacting usWe would like to take the time the address this customerThis customer emailed us on 12/13/requesting a refund for an unauthorized chargeUpon reviewing her account, we have found that this transaction was in fact for a recurring membership charge that she never cancelled with usSo we replied back to her explaining to her that the unauthorized charge was from a recurring membership that she purchased on 06/06/And we cancelled the subscription for her, but she replied back to us saying she needs a refund and that it was an unauthorized charge despite our records and our explanation given to herThis customer opened up a subscription with us and never cancelled her recurring membershipsAs it states in our terms and conditions, all purchases are non-refundable and customers must cancel their recurring subscriptions if no longer neededWe ask that if you have any further issues regarding this, you can proceed with legal processing and our legal counsel will be handling this case moving forward

If the customer needs to change their email address, they must send an email to [redacted] because there are a few verification questions that need to be completed before updated an email addressWe cannot send an email first due to do security reasons since we are not able to verify if this is the actual owner of the accountThe customer must email us the initial request to verify the actual owner of the account and this rule applies to all members on our siteAs we previous stated, we have no records of receiving an email from [redacted] If the customer needs assistance, they can send an email to us request a registration email change and we would be able to make changes once the account owner has been verifiedThank you

The customer did not provide a specific username for the account that they need assistance withAt this time, we would need more information from the customerHowever, it seems as if they may have been temporarily banned due to suspicious activityOur chat and behavior code indicates that usernames cannot be shared or have log-ins from multiple locationsWe recommend that the password be changed immediately in case others are using the accountIf the customer needs further assistance, they can email us at [redacted] If the customer emails us directly, we can lift the ban once we can verify ownership of the accountWe will also send a follemail with them to ask them for more account details as we have not received an email from the customer previously

I am rejecting this response because:I will email the business the username so that we may attempt to resolve the issue on the accountI will folow up with Revdex.com if any issues

I am rejecting this response because: First it took phone calls before I ever was able to actually speak to someoneWhen I finally did get ahold of someone she misrepresented her self first by saying she was customer service then she was a supervisor then she was the manager never allowing me to speak with anyone above herI did not call to cancel a subscription I called to figure out how they got my information to begin with to start the subscription I found out through my bank and was lividI never gave anyone permission to use my information and it was never authorized through meThen you find out its being going on since may and july on different accountsI never got emails from anyone about this matterWhen I asked about a refund she stated months was all she could doAnd refused to give me any information on her supervisor so that I could speak to someone above herShe was informed that I made police report on both of these accounts and she still refused to give me a refundShe lied on several occasions during our conversation stating she was unable to let me speak to anyone above her she also hung up on me in the middle of our conversation At this point I just want the money that is due back to mefrom may until October from July until October or it might be vice versa

From: [email protected] [mailto:[email protected]] Sent: Tuesday, June 30, 12:PMTo: [email protected]: Website: Complaint Response Business Response to a ComplaintComplaint ID#: [redacted] Company Name:Fantage.comCompany Contact:Daniel J***Company Phone: [redacted] Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member:Response:We would like to take this time to address this customerUpon receiving this complaint, our representatives have looked through their emails however, they were unable to find any emails from [redacted] Our contact number is also available on our website yet we have not received any callsThat being said, we located accounts associated with her email and have reversed these two charges as unauthorized as she requested on this complaint, total of $We will be forwarding to email to notify her as well.Sent on: 6/30/12:01:PMSent by:

We were able to locate the the username [redacted] with the email address the customer providedWe canceled the recurring subscription on 10/27/which will prevent future billing to her accountAll cancellations can be done through our website by logging on to [redacted] and clicking the membership tabThere, you will be able to manage your account settingsYou can also email us at [redacted] for billing related questionsWe have sent a follemail to the customer notifying her of the cancellationThank you

This customer did not provide us with a username of the accountUpon our own research, we located an account [redacted] based on the email address that was providedThis account was temporarily banned due to violation of our policy as stated in our terms and conditionsThe account's ban period for this particular violation has ended on 10/8/The system banned this account due to suspicious activity such as multiple log-ins from several different locationsPlease visit our terms and conditions listed at the bottom of our website: [redacted] for further details of our terms

Thank you for contacting usWe would like to take this time to address this customerOur company made a decision back in September to have our phone line exclusive to financial institutions due to excessive amount of minors calling day to dayWe do return calls when there are voice messages, but we have not received anySince we have not gotten any emails from this customer and no voice messages, we were not aware of the assistance that this customer neededRegardless, the subscription this customer claimed to have cancelled in October/November was not the case, but cancelled on January 21stUpon receiving this Revdex.com complaint however, we have issued out refunds for both transactions made on December and January like the customer requested and we have notified the customer through email

We checked our inbox and could not find an email that was sent to us from [redacted] The complaint also does not have the username of the account so we are unable to check on the status of the account without a usernameOur website/server has not been hacked or breached, therefore, if someone else has access to an account, it is most likely because it is a shared account or the owner of the account did not keep their passwords secureThere is a reset password tool on the website where users can reset their password on their own [redacted] Thank you

Thank you for contacting usAgain, we would like to take the time the address this customerThis customer called us on 10/21/requesting to cancel the accountWhen we asked for his payment email address, he provided us with the email address ***We were able to locate both accounts using his email address which the payment receipts are sent toWe confirmed the customer’s billing address with him which also matched up to the IP address in which the payments were madeThis customer opened up a subscription with us and never cancelled his recurring membershipsAs is states in our terms and conditions, all purchases are non-refundable and customers must cancel their recurring subscriptions if no longer neededWe ask that if you have any further issues regarding this, you can proceed with legal processing and our legal counsel will be handling this case moving forward

Thank you for contacting usWe would like to take this time to address this customerWe have received an email from this customer on January 22nd requesting for cancellation and that they have contacted us months beforeHowever, we have looked through our email history to find no emails from
their email addressUpon review, we located their account and found that the subscription was already cancelled on December 1st, so we replied back asking if they had a different account with usWe got no reply from them until this Revdex.com complaintLike we mentioned above, we have not received a single email from them prior to January 22nd and we have replied back the same day emailed us

Thank you for contacting usWe would like to take the time to address this customerShe has emailed us about her membership not showing up on her account and when we reviewed the account she has provided us, there were no indication that there were any transactions madeShe responded to our reply
with a *** receipt and from there we were able to point out a different account she had with us however, by then she has already filed a dispute on that chargeWe found it suspicious due to the fact that we send out our Fantage receipt along with the account username upon purchasing our membershipWe replied back to her again about what we have found and the fact that disputes will result in a permanent ban as it states in our terms and conditions and how we cannot assist her any further until the dispute is settledShe emailed us back saying she wanted a refund and that she has cancelled the dispute so we issued out a refund for this customer and unbanned her account from being permanently banned as that was what she wanted

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

Complaint: ***
I am rejecting this response because:
We sent emails to every department of FantageWE sent the username in these emails ie user name ***We have the password on the account that was compromised** *** We no longer have have the email required to reset the password and we are trying to change the email to our current email which is ***We cannot reset the password without changing the forgotten emailWe had purchased a subscription/membership in the past for this account and and cancelled it because it was compromisedMy sister purchased the account at that time> named *** *** It was for my sonHe would like to continue using the account but someone else is constantly banning him and changing things on his account. We would like a way to change the email so we can reset the password and recover the account.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: Yes the user name is correctI sent multiple messages asking to have the email changed as the one used to open the account had changed, I got no responseI even sent messages through the 'Report a bug" as we thought her account had been hacked so asked again to have the email on the account changed so we could change the password and again like all the previous messages we got no reply nor did the email change to the one we had asked that it be changed too, also I just tried again to change the password like how you stated we should by going to forgot password and again the email and user name did not match which just shows again you have ignored my request again to chang the email to the account, showing you have not handled the issues I have constantly asked you to rectifyAlso how could the account be banned when she had not even been on? I would like to see proof of why the bans were put in placeLet it be known that I had to go put through this complaint because you have ignored all messages and calls ive put through making this the first response ive ever had from FantageI can provide proof of all the calls I made too resulting I over $25au
Regards,
*** ***

Thank you for contacting usWe would like to take the time to address this customerUpon receiving his email about unauthorized charges, we have checked our data to find that most of the 'virtual currency' that were purchased without authority has already been spentSo we emailed this customer
back the same day saying we could only issue out a refund for the second transaction that was made for $despite most of it being spent and that we will wait for his confirmationHowever, we never got a reply until this Revdex.com complaintWe also told this customer if he had contacted us earlier since the transactions were made back in 12-17-before his child had a month (emailed us on 01-21-2015) to spend all our virtual currency, that we would have issued out refunds for both chargesOur terms and conditions states no refund policy for any transactions, yet we have offered this customer an offer for a $refund, but this customer did not respond

I am rejecting this response because:
My daughter does NOT share her account/user/password with anyone elseThis is a trend going on around Fantage from what my son has told me who has spoken to a lot of other Fantage usersMy son has been told that for some reason using an ipad or iphone causes issue with IP addressesI emailed Fantage stating this, and they are POOR (meaning they don't) respondBefore they ban a PAID member there should be a DETAILED email sent to the email on file stating precisely the reason for the banThey also wrote me an email on Friday, October 24th stating my daughter was unbanned, but yet she served the ENTIRE banIt appears to me that Fantage itself may have a breach in security that may allow people to access other user accountsI have all the emails that I have sent Fantage as well as the few vague replies they have sentI want time added to my daughter's account to make up for this ERRONEOUS ban, a written apology, a written promise that if my children are ever banned that a detailed email is sent to the email associated with the account(s) IMMEDIATELY, all prizes, giveaways, promotions, and sales my daughter missed due to this ridiculous banI am paying for a service that my daughter could not use which was NOT her fault and is NOT acceptable