Dream Wedding World

Complaint: ***
I am rejecting this response because: You still have not addressed all the issuesHave your legal team contact me then as I will proceed with this as I believe it is the only way you'll provide proof, or as im starting to believe you have no proof to your claimsHad you have taken the time to address the issues when I tried contacting you this wouldn't be happening!
Regards,
*** ***

We've already notified the customer multiple times that the account has been permanently banned for cheating methodsFor more information on our chat and behavior code, please visit: *** *** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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
Regards,
*** ***

Thank you for contacting usWe'd like to apologize for the delay on this complaint as we were held up reviewing this matter with our lawyerWe would like to take the time to address this customerThe account was banned in accordance with our terms and conditionsBeing a 'free to play' game
company has made it difficult for us to deal with excessive amount of users taking advantage of our service and violating this rule by sharing their accounts with othersID 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 issuesPlease note that all users that violate this code have and will receive same punishment as anyone elseThis 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

We have already responded to this customer multiple times via email and by phone in regards to this matterThis account is permanently banned due to violation of our terms and conditionsOur policy states that users who participate in cheating methods will result in permanent ban from the site
For more information about our chat and behavior code please visit: ***

Complaint: ***
I am rejecting this response because:
The business says they have "replied to me multiple times", and they only respond maybe once a week saying "These accounts are banned for cheating methods"But when I ask exactly what violation I broke or what cheating methods I am banned for, there is no response and I am ignoredI sent emails yesterday asking this question and over the hours they are open, I got NO RESPONSE! Is it that hard to take minutes to respond?The company has also made multiple excuses, such as saying "once an account is banned it cannot be unbanned", but I responded with a list of users who were permanently banned and then unbanned, and they apologized because they were caught in a lieSo I do not know how many more excuses this company is going to make.Its been over months now, and the business can't even tell me what violation I broke? Being members since 2009, and reaching the top highest levels out of the 30million+ users on the virtual world, we do not deserve to have this hard work taken from usMe and my sister have our memberships paid for until 2016, we have EACH lost months of that PAID MEMBERSHIP, and we aren't asking for much, we are not even asking for a refund of the memberships we paid for, but just to be unbanned so that we can play again, and to regain what we missed due to the ban (medals and items)I do not understand why this company is fighting SO hard when they can easily end this issue, as I will not give up until I get what I want, as I do not deserve this.I forgot to mention that a few weeks ago someone had replied to an email saying "we will leave a note to our admins considering lifting your ban", which proves that they can unban my account, even though they say they cannotI also do not understand why I am banned for "cheating methods" when there are other Fantagians that are posting cheats on *** and on blogs, thats cheating methods, but they aren't banned? Fantage.com is mistreating my sister and I in a many unfair and unprofessional ways, they are picking on us, and I think this might be because someone might have blackmailed or paid Fantage.com to do this to me.I want to add that to my response because they keep saying they cannot unban my account, when in reality they can, and whoever was emailing understood that I should NOT be banned, but they didn't have the power to unban, since only the admins can unban accounts.If you can add that on it would be greatly appreciated

We were able to locate the username *** based on the email address the customer providedIf this is not the username, please contact us at*** with the correct usernameHowever, if this is the correct username, then this user ID was banned for inappropriate language and
account sharingUpon investigation, the account has been being accessed from countries outside of AustraliaIt is the user's responsibility to keep their password safe to prevent others from logging into their accountWe cannot issue a refund for this account because the user was banned due to a violation of our chat and behavior codeWe recommend that this customer change her password immediately so that others do not have access to their accountYou can change your password by logging into our website *** and clicking on the "Forgot Password" button below the lsection

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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
Regards,
*** ***

We already emailed this customer with a response explaining that the account was banned due to account sharing (suspicious activity)According to our Chat and Behavior Code, users cannot share accountsUpon review of her account, her account was being logged in from several locationsWe asked the
customer to reset her password but she wanted proof that the account was being logged in from other placesIn accordance with federal laws pertaining to user privacy, we cannot release personal information unless it is for police use onlyWe can understand that the customer may want us to provide more details however, we must follow federal regulationsThank you

We were able to locate the the username [redacted] with the email address the customer provided. We canceled the recurring subscription on 10/27/14 which will prevent future billing to her account. All cancellations can be done through our website by logging on to [redacted] and...

clicking the membership tab. There, you will be able to manage your account settings. You can also email us at [redacted] for billing related questions. We have sent a follow-up email to the customer notifying her of the cancellation. Thank you.

Thank you for contacting us. Again, we would like to take the time the address this customer. The account was banned in accordance with our terms and conditions. ID sharing caused a big issue to our users and our service so we had to prevent it from happening. Please understand that we cannot make any exceptions since there are others having the same issues. This 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.

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

This customer called us on 10/21/14 requesting to cancel the account. When 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 to. We confirmed the...

customer's billing address with him which also matched up to the IP address in which the payment were made. This customer opened a subscription with us and never cancelled his recurring memberships. As it states in our terms and conditions, all purchases are non-refundable and customers must cancel their recurring subscriptions to prevent future billing. However, as of Oct 21, 2014, we cancelled his recurring subscriptions.

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 address. We 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 account. The customer must email us the initial request to verify the actual owner of the account and this rule applies to all members on our site. As 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 verified. Thank you.

Thank you for contacting us. We would like to take the time the address this customer. This customer emailed us on 12/13/2014 requesting a refund for an unauthorized charge. Upon reviewing her account, we have found that this transaction was in fact for a recurring membership charge that she never...

cancelled with us. So we replied back to her explaining to her that the unauthorized charge was from a recurring membership that she purchased on 06/06/2014. 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 her. This customer opened up a subscription with us and never cancelled her recurring memberships. As it states in our terms and conditions, all purchases are non-refundable and customers must cancel their recurring subscriptions if no longer needed. 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

The customer did not provide a specific username for the account that they need assistance with. At this time, we would need more information from the customer to further investigate the reason for ban. However, it seems as if they may have been temporarily banned due to suspicious activity. Our...

chat and behavior code indicates that usernames cannot be shared or have log-ins from multiple locations. We recommend that the password be changed immediately in case others are using the account. If 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 account. We will also send a follow-up email with them to ask them for more account details as have not received an email from the customer previously.

This customer did not provide us with a username of the account. Upon our own research, we located an account [redacted] based on the email address that was provided. This account was temporarily banned due to violation of our policy as stated in our terms and conditions. The account's ban...

period for this particular violation has ended on 10/8/14. The system banned this account due to suspicious activity such as multiple log-ins from several different locations. Please visit our terms and conditions listed at the bottom of our website: [redacted] for further details of our terms.

Thank you for contacting us. We would like to take this time to address this customer. Our company made a decision back in September 2014 to have our phone line exclusive to financial institutions due to excessive amount of minors calling day to day. We do return calls when there are voice messages,...

but we have not received any. Since we have not gotten any emails from this customer and no voice messages, we were not aware of the assistance that this customer needed. Regardless, the subscription this customer claimed to have cancelled in October/November was not the case, but cancelled on January 21st. Upon 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.

Thank you for contacting us. The account was banned in accordance with our terms and conditions. ID sharing caused a big issue to our users and our service so we had to prevent it from happening. Please understand that we cannot make any exceptions since there are others having the same issues. This...

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.

I am rejecting this response because:
 First it took 35 phone calls before I ever was able to actually speak to someone. When 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 her. I 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 livid. I never gave anyone permission to use my information and it was never authorized through me. Then you find out its being going on since may 2013 and july 2013 on 2 different accounts. I never got emails from anyone about this matter. When I asked about a refund she stated 2 months was all she could do. And refused to give me any information on her supervisor so that I could speak to someone above her. She was informed that I made police report on both of these accounts and she still refused to give me a refund. She 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 me. 5.99 from may 2013 until October 20149.99 from July 2013 until October 2014 or it might be vice versa.