Fantage.com Inc.

Business Response to a Complaint
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Complaint ID#:
***
Company Name:
***
Company Contact:
***
Company Phone:
###-###-####
Company Email:
***
Person Who Sent the Complaint:
*** ***
Staff Member:
*** ***
Response:
We spoke with the customer and notified her that the refund would take a few business daysWe requested the refund already and she should receive her money back by Monday (4/14/14)
Sent on: 4/10/3:22:PM

From:
target="_blank" "">[email protected] [mailto:[email protected]] Sent: Tuesday, June 30, 12:PMTo: [email protected]: Website: Complaint Response
Business Response to a Complaint
Complaint ID#:
***
Company Name:
Fantage.com
Company Contact:
Daniel J***
Company Phone:
*** ***
Company Email:
***
Person Who Sent the Complaint:
*** ***
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 ***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 wellSent on: 6/30/12:01:PM
Sent by:

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

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 thisI 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 meI 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 accountsIf you can add that on it would be greatly appreciated

Business Response to a Complaint
Response:
"">This customer sent a complaint stating that we remotely accessed her computer and therefore it was difficult for her to be our siteWe are an online game for children that only requires flash playerWe do not ask any of our customers for remote access and we certainly have not requested this from this customerThey have used all of the virtual gold they received for the $We have no record of the customer contacting us for technical supportSince this purchase was authorized by the customer, we cannot issue a refundOur refund policy states that are purchases are non-refundableFor more information on our terms and conditions please visit: [redacted]
Sent on: 8/26/10:00:AM
Sent by: [redacted]

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.

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.

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. 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 we have not received an email from the customer previously.

Thank you for contacting us. We would like to take this time to address this customer. We have received an email from this customer on January 22nd requesting for cancellation and that they have contacted us months before. However,...

we have looked through our email history to find no emails from their email address. Upon 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 us. We got no reply from them until this Revdex.com complaint. Like 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 us. We'd like to apologize for the delay on this complaint as we were held up reviewing this matter with our lawyer. We would like to take the time to address this customer. The account was banned in...

accordance with our terms and conditions. Being 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 others. 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. Please note that all users that violate this code have and will receive same punishment as anyone else. 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

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.

We checked our inbox and could not find an email that was sent to us from 
11.3333330154419px;">[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 username. Our 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 secure. There is a reset password tool on the website where users can reset their password on their own [redacted] Thank you.

My child has played Fantage since 2010 and although all her experiences were not always good, I can assure you it had nothing to do with the company itself. Many companies do not return phone calls and only communicate via email. Fantage has always personally attended to our questions or concerns. Many of the employees have gone out of their way to personally assist us and I have never incurred any billing issues that could not be resolved by a simple email. If a parent is conscientious of what their children are doing online and the children are following the Terms of Service, I cannot imagine anyone having issues with this company at all. I mostly feel Fantage is a fun and entertaining game for your children that doesn't cost much money unless your child is aiming for a certain goal. The membership fee is reasonable and not at all required to enjoy the game. Many of the activities can be educational for younger children though they are time consuming at best. My only warning is that many of the players communicate through other social media such as KIK messenger, Instagram and Facebook so you have to be diligent at monitoring who your child communicates with as some players may be older than 18.

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.

The customer did not provide a specific username for the account that they need assistance with. The email address provided has multiple accounts that are connected to it so we would need more information from the customer. 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.

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.

Thank you for contacting us. We would like to take the time to address this customer. She 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 made. She responded to our reply with a [redacted] 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 charge. We found it suspicious due to the fact that we send out our Fantage receipt along with the account username upon purchasing our membership. We 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 settled. She 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.

We have already responded to this customer multiple times via email and by phone in regards to this matter. This account is permanently banned due to violation of our terms and conditions. Our 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: [redacted]

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.

We were able to locate the username [redacted] based on the email address the customer provided. If this is not the username, please contact us at
[redacted] with the correct username. However, if this is the correct username, then this user ID was banned for inappropriate language and account sharing. Upon investigation, the account has been being accessed from countries outside of Australia. It is the user's responsibility to keep their password safe to prevent others from logging into their account. We cannot issue a refund for this account because the user was banned due to a violation of our chat and behavior code. We recommend that this customer change her password immediately so that others do not have access to their account. You can change your password by logging into our website [redacted] and clicking on the "Forgot Password" button below the log-in section.