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 siteFor more information about our chat and behavior code please visit: [redacted]
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
The customer did not provide a specific username for the account that they need assistance withThe email address provided has multiple accounts that are connected to it so 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
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
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 customer to further investigate the reason for banHowever, 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 have not received an email from the customer previously
My child has played Fantage since 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 emailFantage has always personally attended to our questions or concernsMany 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 goalThe membership fee is reasonable and not at all required to enjoy the gameMany of the activities can be educational for younger children though they are time consuming at bestMy 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
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
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 [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 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
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
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 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
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]
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 siteFor more information about our chat and behavior code please visit: [redacted]
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
The customer did not provide a specific username for the account that they need assistance withThe email address provided has multiple accounts that are connected to it so 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
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
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 customer to further investigate the reason for banHowever, 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 have not received an email from the customer previously
My child has played Fantage since 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 emailFantage has always personally attended to our questions or concernsMany 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 goalThe membership fee is reasonable and not at all required to enjoy the gameMany of the activities can be educational for younger children though they are time consuming at bestMy 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
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
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 [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 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
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
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 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
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]
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