Hello,I have reviewed all of the tickets involved with this issue. First and foremost, our Support Team did respond to your ticket "[redacted]" until it was discovered that you were not the owner of the account in question. A compromise was reported and we can only communicate with the...
owner of the account. This brings me to my second point, the accounts were banned as a result of violations of our Terms of Use. Mainly, the sharing of accounts and distribution of personal information in game. Due to the public nature of this forum, I can not go into more detail of this investigation. If you feel that one of the accounts you own should not be banned, please get in contact with our Support Team again and an investigation will be done.Thank You,KingsIsle Account Manager
Complaint: 10300680
I am rejecting this response because: your results are not correct. As I stated in my initial plea for help, the email to reset my password was intercepted and rerouted from your Website. That is how the hackers gained access. That is what is correct. Perhaps you should consider using different methods of investigation, if what you are doing now leads you to false conclusions. One of those new ways may even included listening to your customers when they tell you what happened, instead of ignoring what they say and assuming that they are are the ones to blame.
Regards,[redacted]
I reviewed the information in regards to this issue. The Support Team indicated what was necessary to manually reset the master password on both accounts. In turn, you chose not to verify all of the information that was necessary in this case. The master password gives...
the user access to the billing profile and other sensitive functions of the family account. Due to this, specific verification must be done to ensure that the user we are speaking to, is actually the "owner," of the account. There is no alternative options in this matter. In addition, the Support Team will not add a sub-account to a master manually. This must be done through the website.
The Support Team will be more than happy to assist you with this issue. However, full verification is non-negotiable when dealing with the master password of a family profile. This is done to help maintain the security of the billing profile and the account in general.
Complaint: [redacted]
I am rejecting this response because:
Hello, I am contacting you to inform you that my recent disputed against Kingsisle Entertainment is closed and I demand it to be re-opened. I DEMAND that the company shows me the evidence that they found which convinced them to ban my account. I don't even need to be compensated at this point, I just want to see exactly why they banned me. I have strong feelings that this company, as many others have stated, is highly dishonest and does not care for customer satisfaction as you have most likely noted. Please allow me to continue to communicate with the company and you can observe it. Thanks, [redacted]
The information was found to be distributed in game, which is why the mute condition was given to the account. The mute will remain on the account, per the investigation that was done for this account.
Complaint: [redacted]
I am rejecting this response because: it did not focus on the email I felt was attached and sent to me and I was not in the game chatting about another user I was on my email instead which means there power does not extend to email it does not extend outside of there own game and the user I talked about I know in real life he is a neighbor of mine and he said he has np problem with me using him as a example I have his permission
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Re: Wizard101 - Account Share - Advanced UnbanService Add to contacts 11:11 AM To: [redacted] Dear Wizard101 Employee,I sent you a letter a week ago, and you have not replied properly to it. That letter took a lot of time and thought, you obviously did not read it.As I have stated multiple times, in real words (unlike you) I am legit, and I must insist you're evidence is incorrect or tweaked with.You have absolutely NO right to completely ignore me, I am a REAL human being, I deserve to be treated with respect and leniency.It's not your choice to suddenly say, and I quote: "Please be aware any further emails about this subject will not be answered."That email has completely shocked me, you are an employee working for a multi-million pound company, hence should have been taught properly to always respond to customer queries.I am completely outraged at you and your employees, I will be writing to your supervisor about this issue.My account and I are both legit, as I have stated multiple times, and I will not stop emailing you until you grant me some slight leniency, I am fed up with your automated response.I have NEVER broken any rules, nor would I ever take any steps which may lead to my account being banned, this ban is completely illegitimate.
Please send this to your supervisor/head-leader, they should be able to see that what you are doing is completely wrong, I am legit, and just because I dispute the action you placed upon my account, you ignore me for it? That is unacceptable. Please email me back with a proper response or I shall be reporting this to various websites, the way you treat your loyal customers!
Regards,[redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because they did NOT respond to my e-mail. They notified me only that it has been received, and to "expect a response within 24-48 hours." That response never came. I have the two e-mails from them. I have also searched my spam folder and deleted items; a follow-up never came to me. There is therefore nothing to respond to. Moreover, I have no idea what additional information they would be seeking.
I received two tickets (and therefore two e-mails): [redacted] and [redacted]. I have been trying to cancel for quite a while. I do not recall when I first tried, but the charges go back to September 2013, at least. They have my name, my address (it was provided when providing the credit card), my credit card information, and my two account names (one for each child). They should be able to stop billing based simply on my name, e-mail address, and home address, but with my e-mail and my credit card information, there is no question that it can stop. It should as simple as stopping and reversing the charges to that credit card. Please have them contact me directly if they want the credit card number again that it is being billed to, so they can simply block that card from being charged in the future, and reverse the charges that have been accruing every month.
Regards,
[redacted]
You were sent a notification to the provided email that your account was not charged and reverted to a Free Trial account on 9/30/2015. I apologize that you are not satisfied with our response. You were provided with all the services that were purchased and notified that your renewal for 9/30/2015 was not completed through Paypal due to an error with the current selected payment method in your Paypal wallet.
In order to continue an active membership, you will need to purchase a membership for your account. Otherwise you can continue your account as a Free Trial.
Hello,
I have read your report and understand the concerns you have with our Crown Shop. Please know that the shop does have safeguards in-place to help prevent errant purchases, like the one you are describing. In order to purchase an item, you must first click on the Buy button. At...
this point, a confirmation box appears, to confirm the purchase. Only when you confirm, will the Crowns be removed and the item given to your account.
Services purchased with Crowns are a permanent action. The safeguards that were previously explained, help prevent unwanted purchases, even if you happen to click on the Buy button by mistake. With that said, I have refunded the 4,500 Crowns back to your account and left the purchased item on your character. Please know that this is a one-time courtesy. You should see the additional Crowns on your account at this time.
Thanks,
KingsIsle Account Manager
Complaint: [redacted]
I am rejecting this response because it never arrived! How in the blue heck was I supposed to know that it had failed when I received NO NOTIFICATION AT ALL FROM EITHER PAYPAL (on the email associated with it) OR KI UNTIL THIS COMPLAINT WAS FILED? This is just a money grubbing attempt from a poor customer service oriented business... You guys owe me two additional months of membership for something that never should've, and by all means DIDN'T, happen. Ridiculous... And to think I've been a loyal customer for this long, and this is how they treat me when something goes wrong. Shame. They were a good company, but now I'm not sure.
Regards,
[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.
Regards,
[redacted]
The account austinxy1 automatically renewed for the discounted rate of $59.95 as per your renewal agreement made with purchase on 8/12/2015. You made a purchase for $74.99 current promotion after the renewal was already processed. It appears you have already...
disputed the renewal through your bank which issued a chargeback for the purchase. The $59.95 renewal has already been returned to your through your financial institution.
Regards,
KingsIsle Billing Support
Complaint: [redacted]
I am rejecting this response because:
The reason I contacted the Revdex.com is because KI does not answer emails, nor answers the complaints that I have posted. KI deletes them every time when placed in the feed back Friday forum, Facebook, and twitter, KI refuses to acknowledge any of their customer complaints, they removes posts that are complaints from the forums they mention even though they contain NO bad language, or the complaints lodged do not fit their forum. My self and quite a few other customers have written KI with the same concerns and complaints but KI either chooses to ignore or delete the complaint from these lists or emails -
Regards,
[redacted]
Hello,
Due to the public nature of this forum, I can not discuss the specifics of the violation. However, you can contact our Support Team at www.wizard101.com and additional details can be provided at that time.
In response to the "first time offense," statement, this is false. If the violation is egregious enough, a ban can and will be given to the account.
Thanks,
KingsIsle Account Manager
Hello,While I sympathize with your situation, please know that drop rates are completely random. There is no way to guarantee a particular item will drop, at any given time. All that I can recommend, is continue trying.Thanks,KingsIsle Account Manager
Hello,
While I am not able to provide chat logs in a public forum, I can refer you to our Support Team at www.[redacted].com. Once the request is made, example logs can be provided.
Thanks,
KingsIsle Account Manager
Hello,Per the ticket [redacted], a response was sent on 09/16/2015, indicating that the payment was received and the account was reopened.Thank You,KingsIsle Account Manager
Hello,Per the billing history on the account in question, the cancellation was done by a user on 07/26/2015. While the charges in question are not eligible for refund, I have provided said refunds back to your PayPal account. As a result, the game account has been banned and can no longer be...
Complaint: [redacted]
I am rejecting this response because:The business has not provided a resolution to the complaint, only asked for information that was originally sent to them in their ticketing system where they refused to investigate the issue. I went ahead and re-sent them the information requested via their ticket.
Regards,
[redacted]
Hello,I have reviewed all of the tickets involved with this issue. First and foremost, our Support Team did respond to your ticket "[redacted]" until it was discovered that you were not the owner of the account in question. A compromise was reported and we can only communicate with the...
owner of the account. This brings me to my second point, the accounts were banned as a result of violations of our Terms of Use. Mainly, the sharing of accounts and distribution of personal information in game. Due to the public nature of this forum, I can not go into more detail of this investigation. If you feel that one of the accounts you own should not be banned, please get in contact with our Support Team again and an investigation will be done.Thank You,KingsIsle Account Manager
Complaint: 10300680
I am rejecting this response because: your results are not correct. As I stated in my initial plea for help, the email to reset my password was intercepted and rerouted from your Website. That is how the hackers gained access. That is what is correct. Perhaps you should consider using different methods of investigation, if what you are doing now leads you to false conclusions. One of those new ways may even included listening to your customers when they tell you what happened, instead of ignoring what they say and assuming that they are are the ones to blame.
Regards,[redacted]
Hello,
I reviewed the information in regards to this issue. The Support Team indicated what was necessary to manually reset the master password on both accounts. In turn, you chose not to verify all of the information that was necessary in this case. The master password gives...
the user access to the billing profile and other sensitive functions of the family account. Due to this, specific verification must be done to ensure that the user we are speaking to, is actually the "owner," of the account. There is no alternative options in this matter. In addition, the Support Team will not add a sub-account to a master manually. This must be done through the website.
The Support Team will be more than happy to assist you with this issue. However, full verification is non-negotiable when dealing with the master password of a family profile. This is done to help maintain the security of the billing profile and the account in general.
Thank You,
KingsIsle Account Manager
Complaint: [redacted]
I am rejecting this response because:
Hello, I am contacting you to inform you that my recent disputed against Kingsisle Entertainment is closed and I demand it to be re-opened. I DEMAND that the company shows me the evidence that they found which convinced them to ban my account. I don't even need to be compensated at this point, I just want to see exactly why they banned me. I have strong feelings that this company, as many others have stated, is highly dishonest and does not care for customer satisfaction as you have most likely noted. Please allow me to continue to communicate with the company and you can observe it. Thanks, [redacted]
Greetings,
The information was found to be distributed in game, which is why the mute condition was given to the account. The mute will remain on the account, per the investigation that was done for this account.
Thank You,
KingsIsle Account Manager
Complaint: [redacted]
I am rejecting this response because: it did not focus on the email I felt was attached and sent to me and I was not in the game chatting about another user I was on my email instead which means there power does not extend to email it does not extend outside of there own game and the user I talked about I know in real life he is a neighbor of mine and he said he has np problem with me using him as a example I have his permission
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Re: Wizard101 - Account Share - Advanced UnbanService Add to contacts 11:11 AM To: [redacted] Dear Wizard101 Employee,I sent you a letter a week ago, and you have not replied properly to it. That letter took a lot of time and thought, you obviously did not read it.As I have stated multiple times, in real words (unlike you) I am legit, and I must insist you're evidence is incorrect or tweaked with.You have absolutely NO right to completely ignore me, I am a REAL human being, I deserve to be treated with respect and leniency.It's not your choice to suddenly say, and I quote: "Please be aware any further emails about this subject will not be answered."That email has completely shocked me, you are an employee working for a multi-million pound company, hence should have been taught properly to always respond to customer queries.I am completely outraged at you and your employees, I will be writing to your supervisor about this issue.My account and I are both legit, as I have stated multiple times, and I will not stop emailing you until you grant me some slight leniency, I am fed up with your automated response.I have NEVER broken any rules, nor would I ever take any steps which may lead to my account being banned, this ban is completely illegitimate.
Please send this to your supervisor/head-leader, they should be able to see that what you are doing is completely wrong, I am legit, and just because I dispute the action you placed upon my account, you ignore me for it? That is unacceptable. Please email me back with a proper response or I shall be reporting this to various websites, the way you treat your loyal customers!
Regards,[redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because they did NOT respond to my e-mail. They notified me only that it has been received, and to "expect a response within 24-48 hours." That response never came. I have the two e-mails from them. I have also searched my spam folder and deleted items; a follow-up never came to me. There is therefore nothing to respond to. Moreover, I have no idea what additional information they would be seeking.
I received two tickets (and therefore two e-mails): [redacted] and [redacted]. I have been trying to cancel for quite a while. I do not recall when I first tried, but the charges go back to September 2013, at least. They have my name, my address (it was provided when providing the credit card), my credit card information, and my two account names (one for each child). They should be able to stop billing based simply on my name, e-mail address, and home address, but with my e-mail and my credit card information, there is no question that it can stop. It should as simple as stopping and reversing the charges to that credit card. Please have them contact me directly if they want the credit card number again that it is being billed to, so they can simply block that card from being charged in the future, and reverse the charges that have been accruing every month.
Regards,
[redacted]
Hello,
You were sent a notification to the provided email that your account was not charged and reverted to a Free Trial account on 9/30/2015. I apologize that you are not satisfied with our response. You were provided with all the services that were purchased and notified that your renewal for 9/30/2015 was not completed through Paypal due to an error with the current selected payment method in your Paypal wallet.
In order to continue an active membership, you will need to purchase a membership for your account. Otherwise you can continue your account as a Free Trial.
Regards,
KingsIsle Billing Support
Hello,
I have read your report and understand the concerns you have with our Crown Shop. Please know that the shop does have safeguards in-place to help prevent errant purchases, like the one you are describing. In order to purchase an item, you must first click on the Buy button. At...
this point, a confirmation box appears, to confirm the purchase. Only when you confirm, will the Crowns be removed and the item given to your account.
Services purchased with Crowns are a permanent action. The safeguards that were previously explained, help prevent unwanted purchases, even if you happen to click on the Buy button by mistake. With that said, I have refunded the 4,500 Crowns back to your account and left the purchased item on your character. Please know that this is a one-time courtesy. You should see the additional Crowns on your account at this time.
Thanks,
KingsIsle Account Manager
Complaint: [redacted]
I am rejecting this response because it never arrived! How in the blue heck was I supposed to know that it had failed when I received NO NOTIFICATION AT ALL FROM EITHER PAYPAL (on the email associated with it) OR KI UNTIL THIS COMPLAINT WAS FILED? This is just a money grubbing attempt from a poor customer service oriented business... You guys owe me two additional months of membership for something that never should've, and by all means DIDN'T, happen. Ridiculous... And to think I've been a loyal customer for this long, and this is how they treat me when something goes wrong. Shame. They were a good company, but now I'm not sure.
Regards,
[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.
Regards,
[redacted]
Hello,
The account austinxy1 automatically renewed for the discounted rate of $59.95 as per your renewal agreement made with purchase on 8/12/2015. You made a purchase for $74.99 current promotion after the renewal was already processed. It appears you have already...
disputed the renewal through your bank which issued a chargeback for the purchase. The $59.95 renewal has already been returned to your through your financial institution.
Regards,
KingsIsle Billing Support
Complaint: [redacted]
I am rejecting this response because:
The reason I contacted the Revdex.com is because KI does not answer emails, nor answers the complaints that I have posted. KI deletes them every time when placed in the feed back Friday forum, Facebook, and twitter, KI refuses to acknowledge any of their customer complaints, they removes posts that are complaints from the forums they mention even though they contain NO bad language, or the complaints lodged do not fit their forum. My self and quite a few other customers have written KI with the same concerns and complaints but KI either chooses to ignore or delete the complaint from these lists or emails -
Regards,
[redacted]
Hello,
Due to the public nature of this forum, I can not discuss the specifics of the violation. However, you can contact our Support Team at www.wizard101.com and additional details can be provided at that time.
In response to the "first time offense," statement, this is false. If the violation is egregious enough, a ban can and will be given to the account.
Thanks,
KingsIsle Account Manager
Hello,While I sympathize with your situation, please know that drop rates are completely random. There is no way to guarantee a particular item will drop, at any given time. All that I can recommend, is continue trying.Thanks,KingsIsle Account Manager
Hello,
While I am not able to provide chat logs in a public forum, I can refer you to our Support Team at www.[redacted].com. Once the request is made, example logs can be provided.
Thanks,
KingsIsle Account Manager
Hello,Per the ticket [redacted], a response was sent on 09/16/2015, indicating that the payment was received and the account was reopened.Thank You,KingsIsle Account Manager
Hello,Per the billing history on the account in question, the cancellation was done by a user on 07/26/2015. While the charges in question are not eligible for refund, I have provided said refunds back to your PayPal account. As a result, the game account has been banned and can no longer be...
accessed.Thank You,KingsIsle Account Manager
Complaint: [redacted]
I am rejecting this response because:The business has not provided a resolution to the complaint, only asked for information that was originally sent to them in their ticketing system where they refused to investigate the issue. I went ahead and re-sent them the information requested via their ticket.
Regards,
[redacted]