En Masse Entertainment

We value customer feedback regarding our support system and customer support representativesThe method for submitting feedback about a support ticket is to fill out the customer survey that is sent via email after a support ticket is closedThese surveys are reviewed by a manager or supervisor so that we can improve the support experience.In this case, the customer was unhappy with the support he received from a customer support representative in ticket [redacted] He submitted a new ticket ( [redacted] ) requesting to speak to someone else about the unsatisfactory experience and register a complaint against the support representative.Even though the support ticket system is not our method for submitting feedback, I responded to this ticket to address the customer's concernsI also sent a separate email to the customer offering further assistance.We hope that this response is satisfactory, and we will continue to improve our support based on customer feedback

The customer reported that her payment method was used without her authorization to purchase two copies of the game PLAYERUNKNOWN'S BATTLEGROUNDSThese purchases were made on March 31, via a third party merchant called [redacted] .The customer contacted [redacted] to report the unauthorized charges on April 10, However, her request for the charges to be reversed was denied due to insufficient evidence of fraud based on their investigationSpecifically, the charges were believed to be authorized based on successful 3d secure protocol during the transaction.The customer was asked (by [redacted] ) to contact her bank to reverse the charges if they were unauthorizedWhen I contacted the customer on April 25, 2017, she informed me that her bank was able to rectify the issue.I am also working with [redacted] to ensure that issues such as this will be handled better in the futureWe are happy to offer further assistance if needed

Complaint: [redacted] I am rejecting this response because: The answer given to you by the business is disingenuous They did answered my issue through the second ticket; that is true BUT -1) The customer support operator though dealt with the first ticket had locked it so that I could answer it any more and there would not be any survey after that -2) I had expressed dissatisfaction, then asked how to complain, in the last replies to survey before that; that had no answer nor effect -3) The second ticket referred to had been DELETED, and was only restored and answered to BECAUSE OF and AFTER my complaint through Revdex.com To summarize: - The initial issues which led me to this complaint have been resolved - The issues with the way the business DOES NOT handled complaints have not - The answer given to Revdex.com pretending that they replied to the second ticket is fallacious statement since it had been deleted until restored following this complaint; it would have been left ignored without that - There is no visible action taken be the business over survey reviews, therefore they cannot claim as they did here that this is how they would handle complaints Sincerely, [redacted]

Upon investigation it was found that the Elite Status subscription on the account had not been cancelled, which resulted in the charge of $We received a support ticket on January that we responded to on January 26, letting the customer know we had cancelled the Elite Status and issued a refund for the $charge

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

We have responded to the customer's concerns to the best of our abilityI (the customer support manager) contacted the customer through the existing complaint ticket as well as a separate email"The initial issues which led me to this complaint have been resolved."I am glad that we were able to resolve these issues."The issues with the way the business DOES NOT handled complaints have not."We do have a system of reviewing customer feedback and complaints through customer surveys.However, our internal policies on quality assurance and employee training are not public informationThe actions we take to improve our support will not always be visible to the customer submitting feedback.We understand the customer is not satisfied with our current system for customer feedback"The answer given to Revdex.com pretending that they replied to the second ticket is fallacious statement since it had been deleted until restored following this complaint; it would have been left ignored without that."The complaint ticket ( [redacted] ) was never deleted or lockedIt was waiting in our ticket queue for a response when I received the Revdex.com complaintI then assigned the ticket to myself and responded to the customer's concerns."There is no visible action taken be the business over survey reviews, therefore they cannot claim as they did here that this is how they would handle complaints."As stated previously, our internal review process is done in privateThe claim that we do not review customer feedback is unjustified.En Masse considers this matter to be resolvedWe are sorry the customer is not satisfied with our feedback review processWe will work towards improving this process in the future

We’ve gone ahead and refunded the purchase from [redacted] and he should see the funds returned within 3-business days, depending on the financial institutions involved

The terms of service, located at http://www.enmasse.com/legal/terms-of-service, clearly states that an account is for the use of only the account creator, and may not be transferred._ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Ownership and Grant of UseThe entire contents of the Service, including without limitation all information, material, trademarks, software, video, photographs, graphics, text, music and sound, are owned or licensed by En Masse under applicable lawsEn Masse owns rights in the selection, coordination, arrangement and enhancement of such content.You may not transmit, participate in the transfer or sale, create derivative works from, modify, publish, or in any way exploit, any of the content contained in the Service (including, without limitation, any content that our Service enables you to download) without the express written permission of En Masse and any other applicable ownerIn the event of any permitted copying, redistribution or publication of any content, no changes in or deletion of any author attribution, trademark, or copyright notice may be madeThe downloading of content from the Service is allowed by you only for your personal use.You acknowledge that En Masse and/or third-party content providers remain the owners of all content contained in the Service, and that you do not acquire any ownership rights by downloading, using or paying fees to acquire licenses to use any content.As long as you comply with this Terms of Service and it has not been terminated, En Masse grants you a personal, non-commercial, non-exclusive, non-transferable, limited right to enter, use, perform and display our Service and its contentsEligibilityIf you are between the ages of thirteen (13) and eighteen (18), your parent or guardian must complete the registration process, in which case such parent or guardian will take full responsibility for all obligations under this Terms of ServiceYou represent that you are at least eighteen (18) years of age and are either accepting this Terms of Service on behalf of yourself or on behalf of your minor childYou may not transfer, sell, or share your Account with anyone, unless you are a parent or guardian, in which case you may permit your minor child to use the AccountYou are liable for all activities conducted through the Account._ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _When a user enters their credit card to make a purchase, we do require the entry of the three digit security number on the back of the card (see attached image)We did not receive any request from the creator of the TERA account to remove his saved card information, which we absolutely will do at the request of any userBy transferring access to the account to another user, in violation of the terms of service, the user put his own account information in jeopardyIn the live chat session we conducted with this user, the representative provided all of this information, and after doing so, stated that if there were not any further questions on a different subject, that the chat would need to be endedThe user's initial email to us was responded to in under hours, and the user responded by saying he was not interested in a refund or restoration of access to the accounts.As the accounts were closed due to violating the terms of use, access to the accounts will not be restored