Humble Bundle, Inc.

This customer submitted a Revdex.com complaint very shortly after submitting a support ticket to us, which did not give us any actual time to investigate the issueThere is no apparent merit to the claim that the keys didn't work or that they infected his computer in any way, however, a full refund in the
amount of $was issued and we consider the matter closed

I was contacted by Humble Bundle on April after sending them another message, detailing that I had been able to verify the error in putting in my email address; something I had told them from the very beginningI then demanded they either contact me or correct the errorThey finally took action
and sent me another link to obtain the items that had been gifted to meThis resolved the issue I was havingEven though the complaint has been resolved, I still would like this kept on file, as I feel that it demonstrates either their lack of ability or lack of concern where customer complaints/issues are concerned

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** "(b) Refund PolicyCertain restrictions apply to sales of Products sold through the Service that might not otherwise apply to physical goodsRefunds will not necessarily be issued due to your dissatisfaction with the Product or if your computer does not meet the minimum Product requirementsIf you feel you qualify for a refund, please contact Customer ServiceRefunds will be issued solely at Humble Bundle's discretionTwo months after a purchase, it is no longer possible for us to issue refunds on payment processors like PayPalSo please contact as soon as possible."I have read the Terms of Service."Last modified on July 31, and effective on July 31, 2017."This Terms of Service was recently updatedWhat was written in the Terms of Service around September 19, ?Does my case fall under this Terms of Service ?Why did they respond to refund outside the period ?Is not it because they acknowledged their own mistakes are the cause ?I did not have a Paypal accountBecause it was suspicious of the safety of Paypal of those days.I do not want to take risks to accept their offer(Private information leakage, Unauthorized use, etc.)Were there any other refund methods ?I turned down their offer onceBut I have not thought that I had abandoned the rights yet.They have not even deleted that game key download page from my purchase list yet.I recall every time I see itI noticed the mistake.In the end, the point at issue is whether I abandoned the right.I have not abandoned the right

Hi there,To recap the situation, you purchased a game that was restricted in your region, so you could not access it A year and a half passed before you contacted us about the problem, which is well outside of our refund window of days After days, we are unable to refund some orders This was reflected in the Terms of Service You can access a cached version of our Terms of Service page through various websites, but the main line "Refunds will be issued solely at Humble Bundle's discretion." was and is still present and remains unchanged In an effort to make things right, we offered to refund you in the only way we could, which was through PayPal When you refused a refund through this way, that closed the case.At the time, there were no other refund methods Given the age of the purchase (the fact it is two years old), a PayPal refund is still the only option we can do If you wish to provide us with an email tied to a PayPal account, we will issue you a refund There is unfortunately no other option we are able to do, given the restrictions of our payment processors Again, if you are able to provide us with a valid PayPal email, either here or by reopening your previous ticket (***) we will process a refund for youThank you

Final Consumer Response /* (2000, 6, 2016/02/22) */
UPDATE: They have finally refunded it

Initial Business Response /* (1000, 5, 2016/02/22) */
I was able to locate ***'s original support request (#***) and reply to itHere is a copy of the reply:
Hi ***,
I am very sorry for the long delay in getting back to you! Our recent promotions have caused us quite a backlog, but
we're working hard to handle the cases that have come in
Regarding the order you placed, it appears that you have realized that shopping cart contents from the Humble Store cannot be gifted individuallyInstead, separate orders will need to be placed in order to obtain separate gift links to provide to different people
However, since you have verified your order by providing your order's transaction ID, I am able to unclaim the individual gifts from your account so that they can be giftedSimply forward the URLs below to the intended recipients:
Goat Simulator: ***.***.***?***
Shadowrun: Dragonfall Director's Cut: ***.***.***?***
Shelter: ***.***.***?***
Let me know if you have any further questions or concernsOtherwise, happy gaming!
Initial Consumer Rebuttal /* (2000, 7, 2016/02/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks Revdex.com for making Humble Bundle respond to my request and solve itAfter more then a month of no communication from them at all, they finally took action after Revdex.com stepped in!

Hello [redacted],
Thank you for reaching out to us in this matter.
Upon reviewing your information, it appears that one of our support ninjas, [redacted], was able to fully refund your purchase on April 7th (support request #[redacted]). We apologize for the time in which it took for us to resolve this...

incident. We do our best to handle all support requests in a timely matter, in the order in which they are received.
If our information is inaccurate and your incident has not been fully resolved, please feel free to write us at [redacted]
Thank you for being a valued Humble Bundle customer,
- [redacted]
Humble Bundle[redacted]

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.
Sincerely,
[redacted] I thank Humble Bundle.In order to receive refund it turned out that upgrade of Paypal account is necessary.I have applied but it will take about two weeks for the procedure to be completed.I will contact Humble Bundle at #[redacted] once the procedure is completed.Please wait for refund processing until then.If possible I will receive a refund at Humble Wallet Credit.I also thank Revdex.com. Thank you for mediation.

Initial Business Response /* (1000, 5, 2016/01/18) */
Hi there,
I would be happy to help [redacted] find his missing order of Undertale. However, first I could use some information about the order, [redacted]'s account, the case number of the support request, or any kind of information that will help us...

identify his order or support request.
Ideally we would like to receive the transaction ID for the order if [redacted] has a copy of his receipt. More information about how to find the order's transaction ID can be found here: https://support.humblebundle.com/hc/en-us/articles/XXXXXXXXX-Finding-your-Transa...⇄ /> I will continue investigating once I receive a reply. Thanks!
-[redacted]

Initial Business Response /* (1000, 6, 2015/05/26) */
[redacted] submitted a support request through our help center at http://support.humblebundle.com. We received the request (#XXXXXX) on May 18 and provided a refund on May 19. While it does sound like [redacted]'s credit card information was used...

fraudulently, unfortunately we cannot provide any further information about the purchaser. Our best recommendation is to call the card's issuing financial institution to reissue a new card to prevent further abuse.
Initial Consumer Rebuttal /* (2000, 10, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
my money was refunded however I do not think this company has adequate security checks in place. I asked what address did the fraudster have the items they they purchased with MY card sent to so I could fill out a police report and they said that they needed to protect the privacy of the fraudster so they could not disclose that information. They were also very flippant in their response to me when I let them know someone is using their company to commit fraud- like it happens all the time. In this day and age I think companies need to take fraud seriously- and yes I did cancel my card but it is a very cumbersome canelling and re issueing payments. I would have appreciated some professionalism. I do not believe they would have responded if I did not file a complaint with the Revdex.com- so thank You! and keep up the good work!

Final Consumer Response /* (2000, 6, 2015/12/17) */
Business has responded and complaint is resolved.

Hi,There is no record of ever having been contacted by this customer, however, I was able to locate the charges in our system. 3 charges have been fully refunded and the funds will post back to the account within 3-5 business days. The subscription has been canceled and the card has been blocked...

from further purchases in our system.It appears that this customer's credit/debit card information may have been compromised by an outside source, and we very strongly recommend that they contact their financial institution to have the card canceled and get a new one issued.Regards,[redacted]Customer Support ManagerHumble Bundle

Hi there,
I'm very sorry to hear about the fraudulent charge on your account.  I am more than happy to offer a refund for this unauthorized purchase, once I have enough information to locate the charge.  We unfortunately do not offer phone support, but I can definitely assist you over...

email.  To get started on locating the charge, can you please submit a support ticket through this link: [redacted]
We'll do our best to get this sorted out for you quickly.  Thanks!

Hello there,The customer wrote it regarding this issue July 21st of this year. The order of which the refund was requested was made September 19th, 2015. This falls way beyond our 60 day refund window. However, we were willing to work with him when he filed a ticket regarding the same order...

[redacted]) in January of last year. As the order was still outside of the refund window, we were systematically unable to issue a refund to the original method of purchase, which in this case was a credit card. Once an order has gone past the 60 day refund window, any refunds issued must be made via PayPal directly to a PayPal account. When told this, the customer replied:"Hi,I have not a PayPal account.You don't need to reimburse me.I hope you will contribute to charity.Good bye."Over a year later, the customer submits another request demanding a refund. We have made every effort to work with this customer. Our 60 day refund policy is stated in our Terms of Service ([redacted]). Unfortunately for this customer, we cannot issue refund for the order in question at this time. Best,Team Humble

Initial Business Response /* (1000, 5, 2015/06/02) */
Contact Name and Title: [redacted] - Support Manager
Contact Phone: N/A
Contact Email: [redacted]@humblebundle.com
Hello [redacted],
Thank you for reaching out to us and I apologize for this unfortunate circumstance. To enable us to help you much more...

quickly than we can through the Revdex.com, I recommend emailing us at [redacted]@humblebundle.com and including my personal address [redacted]@humblebundle.com in the CC field. This will enable me to follow up with you right away.
To provide you with refunds for the two fraudulent orders you mentioned, we need to know some information about the card which was used:
-Name on the card used to make the purchase
-Last four digits on the card
-Expiration date of the card
-Type of card (Visa, Mastercard, American Express)
-The date of the purchase
-The purchase amount
This information will allow me to look up the orders in our payment system.
I will keep an eye out for your reply.

Hello there,
 
My name is [redacted], and I am a CS representative with Humble Bundle. We are very sorry to hear that [redacted]s credit card information was stolen in an effort to secure a Monthly Subscription from our site. We have reached out to [redacted] via email to let her know that the...

charges in question have been located and refunded. She should receive two separate refunds totaling $24.00. The funds should be back in her account within 5-7 business days. Please reach out if you have any questions or concerns,
 
Best,
[redacted]Lead CS NinjaHumble Bundle Inc[redacted]

Hello [redacted],
Thank you for reaching out to us in this matter.
Upon reviewing your information, it appears that one of our support ninjas, [redacted], was able to successfully recover your lost purchase on April 5th (support request #[redacted]). It appears as if there was a typo in your email...

address at the time of checkout, which would explain why your purchase receipt did not arrive despite the fact that your payment was successful.
We apologize for the time in which it took for us to resolve this incident. We do our best to handle all support requests in a timely matter, in the order in which they are received.
If our information is inaccurate and your incident has not been fully resolved, please feel free to write us at[redacted]
Thank you for being a valued Humble Bundle customer,
- [redacted]
Humble Bundle[redacted]