Fantage.com Inc.

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 accounts. Upon review of her account, her account was being...

logged in from several locations. We asked the customer to reset her password but she wanted proof that the account was being logged in from other places. In accordance with federal laws pertaining to user privacy, we cannot release personal information unless it is for police use only. We can understand that the customer may want us to provide more details however, we must follow federal regulations. Thank you.

Review: I paid for site membership on this game website and my account is banned without reason. I've called and emailed the business and they fail to answer the phone or reply to my email or address the issue or give any explanation. The contract terms are violated. I am unable to have access to the site per membership price paid for use of the game site. I need to have a refund issued, a reason for the ban and reinstatement of account.Desired Settlement: Please reinstate account and issue a refund for time lost.

Business

Response:

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.

Review: Fantage.com Inc has banned my account without my consent. It's most unreasonable to simply ASSUME that my account is being hacked just because it was signed in from a different location. There are MANY users on the site who uses their phone as alternative to logging in, which has a different IP address than their computer. If a user were to move, and logs in from there. I guess that may result from a 100-hour or permanent ban as well? Fantage.com Inc. has no right to ban an individual's account. It's understandable if the user uses inappropriate language to offend others. But this. This is just absolutely unjust. Banning the account doesn't punish the hacker or prevent them from ever logging in again, it will only upset the original user. I've looked this up and unsurprisingly, I wasn't the only one that has experienced this issue. Enacting a 100-hour ban is beyond absurd. To add, I've attempted to contact Fantage many times, and received no response. I will continue to push this further and make something minor into something major, if I have to. Don't take this lightly. It's about time Fantage actually takes things seriously and respond to unsatisfied customers. It's ridiculous that I cannot have a say in this. What I find even more hysterical is that they Fantage admins have the time to go on Fantage and mess around with members saying things like "so rachet" and "if u dont go im guna ban" (Proof: [redacted]) but doesn't have the time to respond to actual problems. Laziness. Absolute laziness. But just a warning, I WILL make a statement. And if it means convincing every active user to leave Fantage, mark my word I will. Not like the site isn't going drown the drain as it is anyways.Desired Settlement: Lift my ban and make certain that my next ban for some unreasonable reason will not be extended.

Business

Response:

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.

Review: I got permanently banned by the admin for no reason.When I was just on.Desired Settlement: To get my account back

Business

Response:

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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: [redacted] is an online game for kids. Me and my sister have been playing since 2009, so we are long time users. This world involves levelling up, playing games, getting items, and meeting new people, it is quite fun and addicting.

The problem started when me and my friend [redacted] decided to do an item giveaway, which is quite common on the game - where people can enter, and we randomize the list of usernames and the winner gets 1 very rare hair item from each of us, the ones we were giving away cost us 150$ each, so they weren't cheap. People started asking for us to do what everyone does in giveaways, accept gold donations for extra entries. Gold is a currency in Fantage that can be purchased with real money.

When I went to log in to give the winner the items of the giveaway, I was banned permanently, and so was my sister [redacted], but [redacted] account was fine, so we were a little confused as to why we were banned. We emailed EVERY DAY from the date of the ban (08/24/2015) to the current date.

They hang up the phone whenever me or my sister try to call, and they never email back, they reply with "We cannot unban these accounts", which is no help. We had the winner of the giveaway, [redacted], to call. They say that we are banned for "asking for gold" when that does not even make sense, we never asked ANYONE for gold, they asked ME AND [redacted] to take their gold for more entries. When I play I get asked at least 20 times a day for gold, it isn't against any rules to ASK someone for gold, taking it without asking is different, but asking?

The reason I am upset is because me and my sister have put over 4000$ into our accounts since 2009 for medals, membership, currencies, and [redacted] for items from other users, and we have worked hard on our levels as we are both in the top 50 levels out of the 30million+ users that play. We have our memberships paid for until 2016 and it has been 7 weeks since we got banned, so we are paying money and yet we cant even log into our account. whenever I call its usually a different person and each one makes a different excuse, so I have this feeling that someone might have paid them to ban me, because I cant think of any other reason why they wouldDesired Settlement: We expect for our accounts bans to be lifted ([redacted] and [redacted]). Also since we each lost 2 months of our membership, instead of getting a refund, we want to add 4 months (2 months from my account and 2 from [redacted]) to the winner of the giveaway, her username is [redacted], since she has waited a very long time for the items she won fair and square we think she deserves that.

We missed an event as well, we would like the items we missed and the event medal, maxed, a long with 3 levels from each week on our bingo cards since we couldn't log in to do those. We play for 4 hours or so daily and work hard for our levels, so it matters a lot to us.

I understand this might not look like a serious matter, but we have spent THOUSANDS of dollars and HOURS of our time everyday working hard. We aren't asking for a refund, we are being reasonable and not asking for too much.

I have sent 5-10 emails a DAY for almost TWO MONTHS to fantage.com, with them not replying, and if they did reply which was rare, they just said I was banned for "cheating methods" and I don't even know what that means, and when I ask they don't respond.I have been purchasing membership since 2009, along with fantage.com eCoins and gold, (payment methods on the virtual game), also bought items from other fantagians through [redacted].Spent roughly 4000$ on this game and they refuse to help me.

Business

Response:

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]

Consumer

Response:

Review: [redacted]

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 ignored. I sent 21 emails yesterday asking this question and over the 6 hours they are open, I got NO RESPONSE! Is it that hard to take 2 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 lie. So I do not know how many more excuses this company is going to make.Its been over 2 months now, and the business can't even tell me what violation I broke? Being members since 2009, and reaching the top 50 highest levels out of the 30million+ users on the virtual world, we do not deserve to have this hard work taken from us. Me and my sister have our memberships paid for until 2016, we have EACH lost 2 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 cannot. I also do not understand why I am banned for "cheating methods" when there are other Fantagians that are posting cheats on [redacted] 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.

Review: I spent money on their site and they sent me remote accessed my computer to look in on me while I was on their site to make it difficult to be on it.Desired Settlement: I want my money back and do not want to deal with their site again.

Business

Response:

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 site. We are an online game for children that only requires flash player. We do not ask any of our customers for remote access and we certainly have not requested this from this customer. They have used all of the virtual gold they received for the $10.00. We have no record of the customer contacting us for technical support. Since this purchase was authorized by the customer, we cannot issue a refund. Our refund policy states that are purchases are non-refundable. For more information on our terms and conditions please visit: [redacted]

Sent on: 8/26/2014 10:00:28 AM

Sent by: [redacted]

Review: On December 23, 2014 I logged into [redacted] and cancelled for a subscription for one username. I then logged back in as another username and subscribed through [redacted]. On December 26 I contacted the company, because the membership for the second username was still not working. I received a one line reply from the company: "Our records indicate that you haven't purchased anything with us since 2/13/2013." I responded with a copy of the [redacted] receipt, and filed a dispute with [redacted].

I then received the following email today: After researching your receipt you have provided, we have noticed that you have provided us with the wrong account username (-------). The account you have purchased your membership for is ------- not -------. However, we see in our record that you have filed a dispute on the purchase that you have made which will result in a permanent ban on the account ------. Please note that there was nothing wrong with the membership you have purchased for the account ----------.

I find this shocking. I have dealt with many online subscription game services such as [redacted], and I have never been treated with such disrespect for a legitimate problem.

I just want to have the premium membership that I have paid for and the free account for who's subscription I cancelled not to be banned.Desired Settlement: I just want the premium 6 month subscription to be activated and the free account not to be banned. Then I will happily drop my [redacted] dispute. Until then, I do not want to give you money for something I do not have.

Business

Response:

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.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I have paid for two premium memberships for my children on Fantage.com. My daughter tried to log into the site on 10/23/14 at approximately 2:30pm CST. She received a NOTICE box stating, " This account has been banned by Admin for 100 hrs." My daughter is unaware of any rule violations that may have caused the ban. I tried to call them (###-###-####) and there is no customer service options available by phone. I have sent some emails to them with no response. I am paying for a membership for my daughter that should be available to her, and it is not. They have not or will not provide a specific or any explanation of why she was banned.Desired Settlement: I would like a written apology along with time added to my daughter's membership account for the ban. In addition, I would like written promise that if my children are ever banned, that an email associated with the account is immediately sent with a full and detailed explanation of why they were banned.

Business

Response:

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 accounts. Upon review of her account, her account was being logged in from several locations. We asked the customer to reset her password but she wanted proof that the account was being logged in from other places. In accordance with federal laws pertaining to user privacy, we cannot release personal information unless it is for police use only. We can understand that the customer may want us to provide more details however, we must follow federal regulations. Thank you.

Consumer

Response:

I am rejecting this response because:

My daughter does NOT share her account/user/password with anyone else. This is a trend going on around Fantage from what my son has told me who has spoken to a lot of other Fantage users. My son has been told that for some reason using an ipad or iphone causes issue with IP addresses. I emailed Fantage stating this, and they are POOR (meaning they don't) respond. Before they ban a PAID member there should be a DETAILED email sent to the email on file stating precisely the reason for the ban. They also wrote me an email on Friday, October 24th stating my daughter was unbanned, but yet she served the ENTIRE ban. It appears to me that Fantage itself may have a breach in security that may allow people to access other user accounts. I have all the emails that I have sent Fantage as well as the few vague replies they have sent. I 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 ban. I am paying for a service that my daughter could not use which was NOT her fault and is NOT acceptable.

Business

Response:

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.

Review: I have just been notified that this company has been billing me fir a while and I didn't authorize any billing to my debit card. I have called over 30 times just to receive a answering machine. I have left messages and no one has called me back.Desired Settlement: Complete refund of all my funds

Business

Response:

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.

Consumer

Response:

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.

Business

Response:

Thank you for contacting us. Again, we would like to take the time the address this customer. 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 payments were made. This customer opened up a subscription with us and never cancelled his recurring memberships. As is 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.

Review: I have contacted this company 2-3 times over the last 6 MONTHS to cancel my sons membership, for which he doesn't remember the username.

I haven't received any feedback or response in all this time but they do continue to charge our credit card. They have no phone number listed anywhere online.Desired Settlement: I would like to be reimbursed for the fees charged after I requested cancellation until present.

Business

Response:

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.

Review: This business is suppose to be a kid website. But they keep banning the kids playing on their site for no reason. They offer no technical or customer support to their young playing members in addition to the many failures on their website. They ignore emails, and never respond to phone calls or emails. This business is a sham and disaster for children to go on. I don't want other kids subjected to their emotional abuse. My little girl is emotionally traumatized by their unfair ban. This after she paid for their service and they unjustly banned her account. They refuse to answer calls or emails and offer zero help to justify the money we pay on their website for several months.Desired Settlement: They need to honor their contract, provide technical and customer support, answer the phone, respond to emails. Mainly they need stop unfairly banning and allowing account to be unusable, especially their kids players who pay for memberships on their site. They need to ensure their product works to satisfaction and they provide customer support by answering calls, and especially emails. This business is becoming a scam since they had a new owner. It's going downhill and needs to be sued for breach and failure to provide service paid for and emotional damages to children using their website. They have na obligation to be more responsible since they're targeting and servicing minor children.

Business

Response:

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.

Review: My children use a website called Fantage and spend a lot of money for membership on this website. lately it appears they ban accounts for long periods of time for no valid reason or inappropriate use. Many have complained their accounts are banned for a long time because they logged in from a different location. This is not part of the agreement as the account is already paid and we're losing days of membership. The product is not delivered as promised and paid for. This is a breach. In addition, when we call and leave mesages nobody answers the phone or replies to emails to address the problem.Desired Settlement: Please stop banning accounts for no reason against agreement of use, and issue partial refund of time when account is inaccessible.

Business

Response:

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.

Consumer

Response:

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.

Review: My son purchased a fantage account and it was hacked. Fantage never recovered the account so we cancelled the pay account but he could play for free. He has been playing and it is STILL hacked.. i.e. someone else is using his account. WE have written about 10 emails to Fantage for help recovering my sons account and changing the password but no response at all! I would like to recover his free account so only he is using it and not the person that hacked the account.Desired Settlement: Have Fantage contact us to resolve my sons account so we can reclaim it and he is the only one using it. He is very upset that he created an account and someone else is using it and we get NO Response from Fantage at all.....

Business

Response:

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 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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

We sent emails to every department of Fantage. WE sent the username in these emails ie user name [redacted]. We have the password on the account that was compromised.. [redacted] 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 [redacted]. We cannot reset the password without changing the forgotten email. We had purchased a subscription/membership in the past for this account and and cancelled it because it was compromised. My sister purchased the account at that time> named [redacted] It was for my son. He 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,

Business

Response:

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.

Review: Membership to website was cancelled via website in October/November timeframe. Charges have continued through December and January. Company prevents phone interaction so I cannot call to talk to someone.Desired Settlement: Refund December and January charged and cancellation of membership.

Business

Response:

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.

Review: Fantage is suppose to be a children's website with paid membership. My kids have been using this website for a long time and their paid membership accounts were banned for a long time for no reason. Being banned for no reason is not part of the agreement for paid membership accounts. The product is not delivered as paid for. I emailed and called left numerous messages for the business which have been ignored which is the reason I am contacting Revdex.com for time lost.Desired Settlement: I wish the business to stop banning accounts then ignoring calls and emails from customers on problems to resolve problems. I also want replacement and/or refund for time of service lost.

Business

Response:

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

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.

Review: My daughters account was first permanently banned. I wrote asking why as she had done nothing wrong to which the ban was changed to a temporary ban of 72hrs. Less then 24hrs after the ban lifted the account was temporarily banned again for another 72hrs. I wrote asking for an explanation but got no reply. This has been recurring for over a month now, even being banned again when she hadn't been on after the last ban lifted. I've sent multiple messages asking for reasons as to why this keeps happening. So just over 2 weeks ago I started to call. I live in Australia! I left tonnes of messages again asking for reasons to the ban to which I still have had no replies! Now I cant even ring as they've changed their call service to say to contact them only through email but either way they dont reply!Desired Settlement: My daughter no longer wants to play this online game now so I want the account closed and a full refund to make up for all the stress this has put us through and to make up for all the phone calls ive had to make from Australia to resolve this.

Business

Response:

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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Yes the user name is correct. I sent multiple messages asking to have the email changed as the one used to open the account had changed, I got no response. I 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 rectify. Also 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 place. Let 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 Fantage. I can provide proof of all the calls I made too resulting I over $25au.

Regards,

Business

Response:

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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: You still have not addressed all the issues. Have 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 claims. Had you have taken the time to address the issues when I tried contacting you this wouldn't be happening!

Regards,

Review: My credit card was charged 39.95 and I did not authorize it. There is no way to contact them and they don't answer any of my emails.Desired Settlement: I want my money back and for them to take off my credit card information!

Business

Response:

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

Review: On 12/17 and 12/28, two unauthorized charges for $100.00 each was made to Fantage. In attempting to dispute these charges there is no way to contact the company.Desired Settlement: I want a refund for $200.00 and the account closed with no more charges.

Business

Response:

Thank you for contacting us. We would like to take the time to address this customer. Upon 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 spent. So we emailed this customer back the same day saying we could only issue out a refund for the second transaction that was made for $100.00 despite most of it being spent and that we will wait for his confirmation. However, we never got a reply until this Revdex.com complaint. We also told this customer if he had contacted us earlier since the transactions were made back in 12-17-2014 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 charges. Our terms and conditions states no refund policy for any transactions, yet we have offered this customer an offer for a $100.00 refund, but this customer did not respond.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: My 8 year old daughter asked me to get her a Fantage account earlier in the year. She no longer uses it and does not recall the login name or password. I have been trying to contact Fantage at their telephone number of ###-###-#### (the only available telephone number for them as far as I can tell and the one that has appeared on my bank statement next to the charge). I have never reached a live person and have only reached a voicemail message asking me to leave a voicemail, which I have done, twice. I have not received a call back. To be honest, I cannot afford to pay for a service that we are not using and have not used for quite some time. I know that if this membership isn't cancelled then it will be charged again on the next billing cycle but there is NO WAY for me to cancel it if no one at this company will call me. I have tried filling out the online form for assistance with billing but you must have the login name to do that and again, my daughter does not remember it. I just want to be called back so I can cancel this membership.Desired Settlement: I would like to request that this membership be cancelled immediately and that my debit card be refunded for this month's service in the amount of $7.95.

Business

Response:

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.