Complaint: [redacted]
I am rejecting this response because:
I have sent a ticket to the support center to resolve this issue. [redacted]
I would like my previous response to also be noted when I am receiving a response as this is a sensitive case to me. I apologize in the delay of my responding, this was due to an important conference meeting.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I tried repeatedly to obtain a refund before 6 months had past, as shown in the e-mails to them which I copied to Revdex.com. I do not accept the excuse that it is "way past eligibility". If is able, it can always check to make sure the account has not been used. My son assures me that it hasn't, but if that can't be proven , even a partial refund would be more fair than to simply:
1. Charge $75.00
2. Refuse to respond to any of the three messages sent to you asking for a refund( one right after we were charged, so it WAS timely)
3. Use the excuse that this is now past any eligibiity
Hello,
I have reviewed the tickets submitted through the email address tied to this Revdex.com posting. You requested that we assist in ending the active subscription that is billing your credit card. The account names that you provided, did not have active subscriptions, nor any billing...
history. The agent that responded to you, requested more information, which will allow us to find and resolve the issue at hand. To date, that request has gone unanswered. The ticket in question is "[redacted]." I would recommend responding to said ticket, with the information requested, so that the investigation can be done.
Thanks,
KingsIsle Account Manager
Hello,
An email was sent in regards to the ban in question. The ticket associated with that correspondence, is [redacted]. A copy of that response can be found below(user name redacted since this information is public): --------------------------------------------------------------------------------...⇄ />
Hello,
The account *xxxxxxxx* has been banned due to a confirmed violation of our Terms of Use.
Specifically, the user of this account was found to have given access to the account to unauthorized players.
You are responsible for the safety and security of your account information including the user name and password. As per the terms of use;
" You are responsible for maintaining the confidentiality of your password and for any use of your password to gain access to your account and your account information. "
For the integrity & security of the account, it has been permanently banned and is no longer accessible.
All billing has been removed and no further access can be made.
Regards,
KingsIsle Support
P.S.
Please review the following
https://www.[redacted]com/[redacted] --------------------------------------------------------------------------------...⇄ />
This response was sent on 09/09/2014.
Thanks,
KingsIsle Account Manager
Hello,
I have reviewed all of the tickets and notes pertaining to this investigation. According to the information available, the account was in violation of our chat policies, due to extremely inappropriate language. While I am not able to provide the exact chat logs in a public...
forum, I can say that the chat alluded to describe an act of sexual assault. The phrase used, was intended to evade our chat filters. This is why it may seem like gibberish. We take this type of chat violation seriously and as such, these violation receive the highest sanctions we can assign to an account. If you wish to discuss this matter further, please feel free to respond to the active ticket you have with our Support Team.
Thanks,
KingsIsle Account Manager
Complaint: [redacted]Hi, As far as emailing your "support team" directly at your website, as I previously mentioned, I was ignored, I will not waste time emailing an support team who will blatantly ignore me. The professionalism of your "support team" is rather uncanny. I would rather not deal with going forward, which is why I contacted you directly VIA Revdex.com.Going forward, "Chat and access logs were used to back up the violation found".May I please see proof of said violations?If you had "access logs" you would know I haven't accessed my accounts months prior, furthermore you would know that if it was randomly "compromised" that I hadn't accessed my account PERIOD in the time of it being "compromised".If you also investigated said "access logs", you would also find, whichever "logs" were found at the time of the account being "compromised", were not on my account previously.Which goes back to "allowing users to access my account".I may also add again, accounts previously "compromised" are given an second chance.So far I haven't seen proof and haven't had previous issues with any personal information being compromised. I may also add again, my account has been muted, so I find it rather odd you were able to obtain such "chat logs" whenever I was unable to use the chat system.So, with this being said, as i'm the account holder may I please see proof, and if you cannot find any, and consider what point I am trying to get across, may you please re-investigate.Again, I am just trying to find a solution for both of us, as I believe your accusations are inaccurate, and your decision rather harsh.Thanks
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] because I never gave out my info in game or out of it my sister shared out of game on facebook an maybe he did in game while he was on my account but I never did plz belive me I have friends that wrote you all telling you this
This company commits FRAUD on a regular basis. I have cancelled subscriptions to my child's games more than 2 months ago, my child no longer has access to member privileges, yet my credit card continues to be billed. I have been forced to submit fraud reports with the credit card companies.
Kingsisle preys on people who cancel but don't take the time to file complaints with the credit card companies.
DO NOT DO BUSINESS WITH KINGSISLE, you will regret it.
Complaint: [redacted]
I have around 22 different emails in regards to both announcements that they will not give me my account back unless I give them the $60 plus $5 then they will restablish my account. As you will note, it was not my account during the past 6 months plus, because all the passwords were stolen from my house along with passwords and account numbers to various business, both online and normal, yet Kings Isle holds me responsible to keep my account.
I have filed other claims with both the FCC and the FTC regarding Kings Isle. One would think that a company that needed its ‘players’ to keep the business going, would treat them with a little more respect than Kings Isle has been treating me (a player for over the past five plus years--I actually was one of the first people playing Wizard101 back in its birth) like someone you wouldn’t treat much better than garbage, if I would let them of course.
I keep telling myself that there must be some mistake, that Kings Isle would never treat anyone like this, perhaps they have changed over the past year and are now only ‘in it’ for the almighty dollar?
Please acknowledge the several emails that I forwarded to your office (all with the Complaint numbers on them) regarding this claim.
Also, please know that I did send them a check recently, for the requested amount, against my better judgement, knowing full well that I was correct in my previous assessment of the stolen funds from my checking account, but as all the emails that I sent you will show, they were holding my gaming account hostage and would not let me ‘charge’ on any card or play any version of the game, Wizard101 until they received the amount requested.
Please let me know if there is anything else that you require of me.
Sincerely,
Sent from [redacted];
[redacted]
Hello,After further investigation, the account in question is only responsible for $85. A gift certificate was purchased through a different account and redeemed on your account. The charge was then disputed by the card owner and a chargeback was issued. As a result, your account was banned. Once the debt is paid in full, the account can be reopened.Thank You,KingsIsle Account Management
Hello,To date, there have been no tickets created by the email address that you listed with the Revdex.com. In addition, there have been no submitted tickets tied to your name. As a result, I am unable to find the correspondence you mentioned. In regards to the account in question, there has been no charges on said account since 02/08/2012.I please ask again, that you contact our support team, using the link that was provided in my last correspondence, providing the necessary search information that will allow us to better assist you.Thanks,KingsIsle [redacted]
Hello,I reviewed all of the information pertaining to the ban of the account in question. Please know that we do not ban an account without sufficient cause. In this case, there was a severe amount of language violations committed not only on the account in question, but on the family of...
accounts. While a language violation typically does not result in a ban, continued infractions of our chat policies can lead to such an action. Per the information found, we will not be removing the ban, nor will any refunds be processed.Thank you,KingsIsle Account Manager
Complaint: [redacted]
I am rejecting this response because: why should we have to pay for your mistakes! Why don't you just warn everyone and FIX the problem and if it keeps happening then start banning! This just isn't fair! I've been with wizard for a few years and I've run into game bugs that you guys still haven't fixed! We haven't stopped playing and giving you our money! You will be losing a lot of business this way....I just bought a lot of crowns , I have been paying for two accounts one for me and one for my brother...we have put a lot into this game and We only used tomato baskets a few times! Its not abuse or exploitation...you guys don't listen...you don't care when something is wrong in the game...you don't fix it right away. That's abuse and exploitation taking our money when you know your game isn't perfect. We have given you chances. Why can't we get the same respect and courtesy. I tried logging into my account to cancel both my monthly acounts but I couldn't get in...so I hope I don't get charges for something I won't be using. I am very disappointed in your company. I hope you know you are making a big mistake not taking us back. Most of us were high level players, we spent a lot of time and money and MORE time and money talking about you worshipping the game advertising you having people sign up opening several accts with membership. You will be heating from me a lot until I get my accounts back...I don't know if you are doing this because you need more money and you are greedy and you want all of us high levels to start all over and pay more money or if you just like to piss your loyal customers/fan base off by taking something that's your problem and your mistake your glitch your bug and making it seem like it's our fault as if we are the developers who messed up...Bravo to kings Isle for supposedly being kid family people friendly and then turning around and lashing out on the people who stood by them when they first started out and took them to the top got them awards recognition and money nice lesson to teach the kids.
Regards,
[redacted]
Hello,As per your request, your Memberships for usernames [redacted] & [redacted] have ended and will no longer be billed a re-occurring fee. As a gesture of goodwill we've issued a credit of $6.95 that should appear on your banking statement within 2-3 business...
days. The accounts can be resumed at any time without loss of character data.Thank you and we hope to see you in the Spiral again soon!Regards,KingsIsle Support Manager
Hello,
We have not received any previous messages from the customer's email address.
As per the customer's request, the Wizard101 monthly membership for the customer's account has ended and will no longer be billed a recurring fee. We're sorry the customer didn't see the...
notation regarding the automatic renewal upon initial sign up as we do have it noted in a few places throughout the purchasing area in hopes that any confusion would be diminished, including the receipt email. Although the Terms of Use explicitly state all purchases are non-refundable, we've made an exception and have issued a one time credit for the amount of $9.95 which should appear on the customer's bank statement within 2-3 days. The user account has reverted to a Free Trial status and can be still accessed should you wish to return at a later date. Regards,KingsIsle Billing Support Manager
Hello,I reviewed the information on both accounts. Each was...
banned as a result of a compromise investigation. During an investigation like this, the affected accounts are banned, to prevent access while the Support Team determines who the actual account owner is. The details of this investigation is not something that can be discussed through this forum. If you wish to regain access to the accounts in question, you will need to get contact with the Support Team. You can do so by sending an email to the following address:[redacted]Please provide as much information as possible and a support agent will reply back as soon as possible.Thanks,KingsIsle Account Manager
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] because it was not me I pay every month I can for membership an crowns when can but my sister like play to so we share account she is the one that gave my info out you all have email from my friends plz read them thank you
Complaint: [redacted]
I am rejecting this response because: this is absurd this is technically theft because I never ever said to deactivate my account I don't want to Get the law involved but I will.
Regards,
[redacted]
Hello,
I have reviewed the tickets that have been sent in regarding the account in question. Each time, a representative responded, asking for more information, to which no response was received. As a result, the ticket was closed. In order for an investigation to be done, we would...
need the information requested by our support representatives. The main ticket I am referring to, is [redacted]. Please respond to the request on that ticket and the investigation can begin.
Thanks,
KingsIsle Account Manager
Hello again,
Account sharing is directly against the Terms of Use that you accept upon account creation.
Regards,
KingsIsle Support
Complaint: [redacted]
I am rejecting this response because:
I have sent a ticket to the support center to resolve this issue. [redacted]
I would like my previous response to also be noted when I am receiving a response as this is a sensitive case to me. I apologize in the delay of my responding, this was due to an important conference meeting.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I tried repeatedly to obtain a refund before 6 months had past, as shown in the e-mails to them which I copied to Revdex.com. I do not accept the excuse that it is "way past eligibility". If is able, it can always check to make sure the account has not been used. My son assures me that it hasn't, but if that can't be proven , even a partial refund would be more fair than to simply:
1. Charge $75.00
2. Refuse to respond to any of the three messages sent to you asking for a refund( one right after we were charged, so it WAS timely)
3. Use the excuse that this is now past any eligibiity
Regards,
[redacted]
Hello,
I have reviewed the tickets submitted through the email address tied to this Revdex.com posting. You requested that we assist in ending the active subscription that is billing your credit card. The account names that you provided, did not have active subscriptions, nor any billing...
history. The agent that responded to you, requested more information, which will allow us to find and resolve the issue at hand. To date, that request has gone unanswered. The ticket in question is "[redacted]." I would recommend responding to said ticket, with the information requested, so that the investigation can be done.
Thanks,
KingsIsle Account Manager
Hello,
An email was sent in regards to the ban in question. The ticket associated with that correspondence, is [redacted]. A copy of that response can be found below(user name redacted since this information is public):
--------------------------------------------------------------------------------...⇄ /> Hello,
The account *xxxxxxxx* has been banned due to a confirmed violation of our Terms of Use.
Specifically, the user of this account was found to have given access to the account to unauthorized players.
You are responsible for the safety and security of your account information including the user name and password. As per the terms of use;
" You are responsible for maintaining the confidentiality of your password and for any use of your password to gain access to your account and your account information. "
For the integrity & security of the account, it has been permanently banned and is no longer accessible.
All billing has been removed and no further access can be made.
Regards,
KingsIsle Support
P.S.
Please review the following
https://www.[redacted]com/[redacted]
--------------------------------------------------------------------------------...⇄ /> This response was sent on 09/09/2014.
Thanks,
KingsIsle Account Manager
Hello,
I have reviewed all of the tickets and notes pertaining to this investigation. According to the information available, the account was in violation of our chat policies, due to extremely inappropriate language. While I am not able to provide the exact chat logs in a public...
forum, I can say that the chat alluded to describe an act of sexual assault. The phrase used, was intended to evade our chat filters. This is why it may seem like gibberish. We take this type of chat violation seriously and as such, these violation receive the highest sanctions we can assign to an account. If you wish to discuss this matter further, please feel free to respond to the active ticket you have with our Support Team.
Thanks,
KingsIsle Account Manager
Complaint: [redacted]Hi, As far as emailing your "support team" directly at your website, as I previously mentioned, I was ignored, I will not waste time emailing an support team who will blatantly ignore me. The professionalism of your "support team" is rather uncanny. I would rather not deal with going forward, which is why I contacted you directly VIA Revdex.com.Going forward, "Chat and access logs were used to back up the violation found".May I please see proof of said violations?If you had "access logs" you would know I haven't accessed my accounts months prior, furthermore you would know that if it was randomly "compromised" that I hadn't accessed my account PERIOD in the time of it being "compromised".If you also investigated said "access logs", you would also find, whichever "logs" were found at the time of the account being "compromised", were not on my account previously.Which goes back to "allowing users to access my account".I may also add again, accounts previously "compromised" are given an second chance.So far I haven't seen proof and haven't had previous issues with any personal information being compromised. I may also add again, my account has been muted, so I find it rather odd you were able to obtain such "chat logs" whenever I was unable to use the chat system.So, with this being said, as i'm the account holder may I please see proof, and if you cannot find any, and consider what point I am trying to get across, may you please re-investigate.Again, I am just trying to find a solution for both of us, as I believe your accusations are inaccurate, and your decision rather harsh.Thanks
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] because I never gave out my info in game or out of it my sister shared out of game on facebook an maybe he did in game while he was on my account but I never did plz belive me I have friends that wrote you all telling you this
This company commits FRAUD on a regular basis. I have cancelled subscriptions to my child's games more than 2 months ago, my child no longer has access to member privileges, yet my credit card continues to be billed. I have been forced to submit fraud reports with the credit card companies.
Kingsisle preys on people who cancel but don't take the time to file complaints with the credit card companies.
DO NOT DO BUSINESS WITH KINGSISLE, you will regret it.
Complaint: [redacted]
I have around 22 different emails in regards to both announcements that they will not give me my account back unless I give them the $60 plus $5 then they will restablish my account. As you will note, it was not my account during the past 6 months plus, because all the passwords were stolen from my house along with passwords and account numbers to various business, both online and normal, yet Kings Isle holds me responsible to keep my account.
I have filed other claims with both the FCC and the FTC regarding Kings Isle. One would think that a company that needed its ‘players’ to keep the business going, would treat them with a little more respect than Kings Isle has been treating me (a player for over the past five plus years--I actually was one of the first people playing Wizard101 back in its birth) like someone you wouldn’t treat much better than garbage, if I would let them of course.
I keep telling myself that there must be some mistake, that Kings Isle would never treat anyone like this, perhaps they have changed over the past year and are now only ‘in it’ for the almighty dollar?
Please acknowledge the several emails that I forwarded to your office (all with the Complaint numbers on them) regarding this claim.
Also, please know that I did send them a check recently, for the requested amount, against my better judgement, knowing full well that I was correct in my previous assessment of the stolen funds from my checking account, but as all the emails that I sent you will show, they were holding my gaming account hostage and would not let me ‘charge’ on any card or play any version of the game, Wizard101 until they received the amount requested.
Please let me know if there is anything else that you require of me.
Sincerely,
Sent from [redacted];
[redacted]
Hello,After further investigation, the account in question is only responsible for $85. A gift certificate was purchased through a different account and redeemed on your account. The charge was then disputed by the card owner and a chargeback was issued. As a result, your account was banned. Once the debt is paid in full, the account can be reopened.Thank You,KingsIsle Account Management
Hello,To date, there have been no tickets created by the email address that you listed with the Revdex.com. In addition, there have been no submitted tickets tied to your name. As a result, I am unable to find the correspondence you mentioned. In regards to the account in question, there has been no charges on said account since 02/08/2012.I please ask again, that you contact our support team, using the link that was provided in my last correspondence, providing the necessary search information that will allow us to better assist you.Thanks,KingsIsle [redacted]
Hello,I reviewed all of the information pertaining to the ban of the account in question. Please know that we do not ban an account without sufficient cause. In this case, there was a severe amount of language violations committed not only on the account in question, but on the family of...
accounts. While a language violation typically does not result in a ban, continued infractions of our chat policies can lead to such an action. Per the information found, we will not be removing the ban, nor will any refunds be processed.Thank you,KingsIsle Account Manager
Complaint: [redacted]
I am rejecting this response because: why should we have to pay for your mistakes! Why don't you just warn everyone and FIX the problem and if it keeps happening then start banning! This just isn't fair! I've been with wizard for a few years and I've run into game bugs that you guys still haven't fixed! We haven't stopped playing and giving you our money! You will be losing a lot of business this way....I just bought a lot of crowns , I have been paying for two accounts one for me and one for my brother...we have put a lot into this game and We only used tomato baskets a few times! Its not abuse or exploitation...you guys don't listen...you don't care when something is wrong in the game...you don't fix it right away. That's abuse and exploitation taking our money when you know your game isn't perfect. We have given you chances. Why can't we get the same respect and courtesy. I tried logging into my account to cancel both my monthly acounts but I couldn't get in...so I hope I don't get charges for something I won't be using. I am very disappointed in your company. I hope you know you are making a big mistake not taking us back. Most of us were high level players, we spent a lot of time and money and MORE time and money talking about you worshipping the game advertising you having people sign up opening several accts with membership. You will be heating from me a lot until I get my accounts back...I don't know if you are doing this because you need more money and you are greedy and you want all of us high levels to start all over and pay more money or if you just like to piss your loyal customers/fan base off by taking something that's your problem and your mistake your glitch your bug and making it seem like it's our fault as if we are the developers who messed up...Bravo to kings Isle for supposedly being kid family people friendly and then turning around and lashing out on the people who stood by them when they first started out and took them to the top got them awards recognition and money nice lesson to teach the kids.
Regards,
[redacted]
Hello,As per your request, your Memberships for usernames [redacted] & [redacted] have ended and will no longer be billed a re-occurring fee. As a gesture of goodwill we've issued a credit of $6.95 that should appear on your banking statement within 2-3 business...
days. The accounts can be resumed at any time without loss of character data.Thank you and we hope to see you in the Spiral again soon!Regards,KingsIsle Support Manager
Hello,
We have not received any previous messages from the customer's email address.
As per the customer's request, the Wizard101 monthly membership for the customer's account has ended and will no longer be billed a recurring fee. We're sorry the customer didn't see the...
notation regarding the automatic renewal upon initial sign up as we do have it noted in a few places throughout the purchasing area in hopes that any confusion would be diminished, including the receipt email. Although the Terms of Use explicitly state all purchases are non-refundable, we've made an exception and have issued a one time credit for the amount of $9.95 which should appear on the customer's bank statement within 2-3 days. The user account has reverted to a Free Trial status and can be still accessed should you wish to return at a later date. Regards,KingsIsle Billing Support Manager
Hello,I reviewed the information on both accounts. Each was...
banned as a result of a compromise investigation. During an investigation like this, the affected accounts are banned, to prevent access while the Support Team determines who the actual account owner is. The details of this investigation is not something that can be discussed through this forum. If you wish to regain access to the accounts in question, you will need to get contact with the Support Team. You can do so by sending an email to the following address:[redacted]Please provide as much information as possible and a support agent will reply back as soon as possible.Thanks,KingsIsle Account Manager
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] because it was not me I pay every month I can for membership an crowns when can but my sister like play to so we share account she is the one that gave my info out you all have email from my friends plz read them thank you
Complaint: [redacted]
I am rejecting this response because: this is absurd this is technically theft because I never ever said to deactivate my account I don't want to Get the law involved but I will.
Regards,
[redacted]
Hello,
I have reviewed the tickets that have been sent in regarding the account in question. Each time, a representative responded, asking for more information, to which no response was received. As a result, the ticket was closed. In order for an investigation to be done, we would...
need the information requested by our support representatives. The main ticket I am referring to, is [redacted]. Please respond to the request on that ticket and the investigation can begin.
Thanks,
KingsIsle Account Manager