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
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]
I've been playing Wizard101 for a few years and still enjoy it. KingsIsle has sustained the F2P genre of gaming like a pro and they know what works in order to to be leaders of the F2P pack. I say Kudos to them for providing enjoyable entertainment.
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 goods received on the account [redacted] were redeemed and utilized. Unfortunately, the account that provided the gift disputed the purchases. An email was sent to the provided email address with more information about the ban when the sanction...
occurred.
Until the items utilized on this account are paid for, the account will remain banned.
Complaint: [redacted]
I am rejecting this response because:
Regards, you did not handle this equally or fair. My accounts are under a different email which I can provide if needed.
[redacted]
Hello,The additional information you provided, did not yield an account that contained the charges you are referring to. I ask again, please contact us directly, as this is a public forum and information that you provide here may not be secure. Any account specific information that we do find, will not be given through this forum. Thank You,KingsIsle Account Manager
Hello!As per your request, the Membership for account in question, has ended and will no longer be billed a recurring fee. I'm sorry you didn't see the notation regarding the automatic renewal when you first signed 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 $59.70 which should appear on your bank statement within 2-3 days. [redacted]If PayPal was used, the amount will be credited to your PayPal account[redacted] The user account has been banned as a result of the refund, as the charges were not eligible for said refund. Regards,KingsIsle Account Manager
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.
I have not yet received the refund, but anticipate it in the next 2-3 days per the company's communications.
Regards,
[redacted]
Greetings,The investigation in question was completed and the results of said investigation, including our decision, was communicated to you on 10/29/2014. This communication was sent to the email address you provided to the Revdex.com. Should you wish to review the contents of that correspondence,...
the ticket number is [redacted] In addition, I have re-sent the email to your address, just in case it was missed.Thanks,KingsIsle Account Manager
Hello,
We've located the account and confirmed purchases were made. Please note, in order for your card to be charged, the following steps must be completed correctly every time a transaction is done.
1. Log into the web account (not the game) with the...
username and password.
2. Click on "Buy Crowns" or "Upgrade Membership"
3. Select the desired package(s) of Crowns &/or Membership
4. Choose the account to apply the selected increment & add to cart
5. Hit checkout & enter the parental control password.
6. Enter the credit card & billing address information (including CVV security code) - it’s possible that the “Save Credit Card Information” was manually selected earlier.
7. Click "complete purchase" on the next page to finalize the order
8. Receipt email is sent to all email addresses on file.
Our system only automatically charges subscriptions. The majority of the disputed charges were user initiated.
The charges have been refunded back to your card. You should see a credit for $442.13 appear in the next few days. Per the conditions of the refund, the account "[redacted]" and any other accounts tied to it within the family plan, have been banned. In addition, the credit card used for unauthorized transactions, has been completely blocked from our system.
Sincerely,
KingsIsle Account Manager
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,Thank you for your inquiry. We will be more than happy to investigate this.If you firmly believe that your account has been "hacked" or compromised, please provide us with: Please note we need all of the following* your username* the billing name - first...
and last * your complete billing address including street address,city, state and zip codeDepending on your method of payment one of the followingIf you pay by credit card;* the last 4 digits of your credit card on file If you pay by Paypal * the 32 digits "Invoice ID" from the most recent paypal transactionLastly*the name of the main character*the original email address associated with the account*the approximate date/time you noticed a change in the account or couldn't access the account Once provided, we will further investigate the situation.Please Also noteIn our experience accounts are "Compromised" not "Hacked" meaning that account information was shared which resulted in the account being used by an unauthorized person. An account is typically "Compromised" because the player of the account shared account details/information with someone (either in game, YouTube, Facebook, etc). While we understand your concern, please note that the player is fully responsible for all activities conducted on their account. Players are responsible for maintaining the confidentiality of their password and for use of their password to gain access to their account and their account information. If they disclose their password to any other person, it is at their own risk. Per our Terms of Use (linked at the bottom of this message): “Specifically you agree not to do any of the following... (11) solicit, provide or exchange any personal information, including but not limited to user names or passwords..."Until our investigations are complete, the account will be suspended to prevent any further tampering that may occur and to protect the account's integrity. This is merely done for your safety and security; we hope you understand. Please note, if we find your account in violation of the Terms of Use, we will also sanction it along with the "hacker's" account.We greatly appreciate your patience in this matter. Let us know if you have other questions or concerns.Regards,KingsIsle SupportP.S. Please view the following links for your reference.[redacted]
[redacted]
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:
The most recent transaction I have made was 60,000 crowns and that's like $70 or $80. I do not understand how I'm being charged double.
Regards,
[redacted]
Hello,Please know that the information I provided, is based on the evidence found in the game and account logs. This was not an action based on speculation or conjecture. Only when sufficient evidence is found, will an account be sanctioned. Again, if you wish to discuss this further, please contact our Support Team at [redacted].Thanks,KingsIsle Account Manager
Complaint: [redacted]
I am rejecting this response because: Thank you for your attention to this complaint. I appreciate your first paragraph stating that the issue will be brought before the design team. I have enjoyed the game in the past and my family has had multiple accounts with wizard101 for over five years now. To the best of my knowledge this is the first time any of us has made this purchasing error and I again appreciate the consideration I have received, although I had to negotiate for it.
In regards to the second paragraph, please take, what I hope will be viewed as constructive criticism, and the reason I am rejecting the response. To state policy is a bit futile in an argument that the policy should be changed. Please see my desired resolution on my initial complaint. I do understand it would not be fair to credit some individuals with this issue and not others. Therefore, attention to whether this no refund policy for crowns purchases as a whole should be changed is what I am after. Other online multiplayer games (we are a huge gaming family) have successfully integrated an in-game refund period for purchases made with "special" currencies within game. They present the game player with an on-screen countdown, at the end of which the item is non-refundable. I realize institution of such a system would take design time and resources.
However, I ask you this question, is the no refunds on crown shop purchases protecting the game player or protecting KingsIsle who has received payment for the crowns? Therefore, I believe we are at a stalemate in these discussions and I will just have to agree to disagree with how your customer service department is treating your subscribers. I want to clearly state: I disagree with KingsIsle's policy of no refunds on crown shop purchases.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I feel I should have gotten the item being in there over 50 times and that I pay to play your game then I should have a chance of getting the itmes i'm paying for
Regards,[redacted]
Hello,
I have just been made aware of a recent feature change to the Spiral Cup Gauntlet item. You can now store the item in your shared bank, which will allow all characters on your account to access it. I hope that this resolves the issue at hand.
Thanks,
KingsIsle Account Manager
Complaint: [redacted]
I am rejecting this response because: I have already contacted by e-mail on several occasions and never get a response. The phone number listed only leads you back to the e-mail loop. We just want our money returned and our accounts cancelled. Every time we try to log into our account '[redacted]' for Wizard 101 we have to reset the password every time as if someone else is changing it. My son has not played this game in a few years and in October we started getting random charges.
Regards,[redacted]
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
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]
I've been playing Wizard101 for a few years and still enjoy it. KingsIsle has sustained the F2P genre of gaming like a pro and they know what works in order to to be leaders of the F2P pack. I say Kudos to them for providing enjoyable entertainment.
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 goods received on the account [redacted] were redeemed and utilized. Unfortunately, the account that provided the gift disputed the purchases. An email was sent to the provided email address with more information about the ban when the sanction...
occurred.
Until the items utilized on this account are paid for, the account will remain banned.
Regards,
KingsIsle Billing Support
Complaint: [redacted]
I am rejecting this response because:
Regards, you did not handle this equally or fair. My accounts are under a different email which I can provide if needed.
[redacted]
Hello,The additional information you provided, did not yield an account that contained the charges you are referring to. I ask again, please contact us directly, as this is a public forum and information that you provide here may not be secure. Any account specific information that we do find, will not be given through this forum. Thank You,KingsIsle Account Manager
Hello!As per your request, the Membership for account in question, has ended and will no longer be billed a recurring fee. I'm sorry you didn't see the notation regarding the automatic renewal when you first signed 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 $59.70 which should appear on your bank statement within 2-3 days. [redacted]If PayPal was used, the amount will be credited to your PayPal account[redacted] The user account has been banned as a result of the refund, as the charges were not eligible for said refund. Regards,KingsIsle Account Manager
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.
I have not yet received the refund, but anticipate it in the next 2-3 days per the company's communications.
Regards,
[redacted]
Greetings,The investigation in question was completed and the results of said investigation, including our decision, was communicated to you on 10/29/2014. This communication was sent to the email address you provided to the Revdex.com. Should you wish to review the contents of that correspondence,...
the ticket number is [redacted] In addition, I have re-sent the email to your address, just in case it was missed.Thanks,KingsIsle Account Manager
Hello,
We've located the account and confirmed purchases were made. Please note, in order for your card to be charged, the following steps must be completed correctly every time a transaction is done.
1. Log into the web account (not the game) with the...
username and password.
2. Click on "Buy Crowns" or "Upgrade Membership"
3. Select the desired package(s) of Crowns &/or Membership
4. Choose the account to apply the selected increment & add to cart
5. Hit checkout & enter the parental control password.
6. Enter the credit card & billing address information (including CVV security code) - it’s possible that the “Save Credit Card Information” was manually selected earlier.
7. Click "complete purchase" on the next page to finalize the order
8. Receipt email is sent to all email addresses on file.
Our system only automatically charges subscriptions. The majority of the disputed charges were user initiated.
The charges have been refunded back to your card. You should see a credit for $442.13 appear in the next few days. Per the conditions of the refund, the account "[redacted]" and any other accounts tied to it within the family plan, have been banned. In addition, the credit card used for unauthorized transactions, has been completely blocked from our system.
Sincerely,
KingsIsle Account Manager
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,Thank you for your inquiry. We will be more than happy to investigate this.If you firmly believe that your account has been "hacked" or compromised, please provide us with: Please note we need all of the following* your username* the billing name - first...
and last * your complete billing address including street address,city, state and zip codeDepending on your method of payment one of the followingIf you pay by credit card;* the last 4 digits of your credit card on file If you pay by Paypal * the 32 digits "Invoice ID" from the most recent paypal transactionLastly*the name of the main character*the original email address associated with the account*the approximate date/time you noticed a change in the account or couldn't access the account Once provided, we will further investigate the situation.Please Also noteIn our experience accounts are "Compromised" not "Hacked" meaning that account information was shared which resulted in the account being used by an unauthorized person. An account is typically "Compromised" because the player of the account shared account details/information with someone (either in game, YouTube, Facebook, etc). While we understand your concern, please note that the player is fully responsible for all activities conducted on their account. Players are responsible for maintaining the confidentiality of their password and for use of their password to gain access to their account and their account information. If they disclose their password to any other person, it is at their own risk. Per our Terms of Use (linked at the bottom of this message): “Specifically you agree not to do any of the following... (11) solicit, provide or exchange any personal information, including but not limited to user names or passwords..."Until our investigations are complete, the account will be suspended to prevent any further tampering that may occur and to protect the account's integrity. This is merely done for your safety and security; we hope you understand. Please note, if we find your account in violation of the Terms of Use, we will also sanction it along with the "hacker's" account.We greatly appreciate your patience in this matter. Let us know if you have other questions or concerns.Regards,KingsIsle SupportP.S. Please view the following links for your reference.[redacted]
[redacted]
[redacted]
[redacted]
Hello again,
All the accounts associated with this email address were banned due to account sharing. The ban will not be released.
Regards,
KingsIsle Support
Complaint: [redacted]
I am rejecting this response because:
The most recent transaction I have made was 60,000 crowns and that's like $70 or $80. I do not understand how I'm being charged double.
Regards,
[redacted]
Hello,Please know that the information I provided, is based on the evidence found in the game and account logs. This was not an action based on speculation or conjecture. Only when sufficient evidence is found, will an account be sanctioned. Again, if you wish to discuss this further, please contact our Support Team at [redacted].Thanks,KingsIsle Account Manager
Complaint: [redacted]
I am rejecting this response because: Thank you for your attention to this complaint. I appreciate your first paragraph stating that the issue will be brought before the design team. I have enjoyed the game in the past and my family has had multiple accounts with wizard101 for over five years now. To the best of my knowledge this is the first time any of us has made this purchasing error and I again appreciate the consideration I have received, although I had to negotiate for it.
In regards to the second paragraph, please take, what I hope will be viewed as constructive criticism, and the reason I am rejecting the response. To state policy is a bit futile in an argument that the policy should be changed. Please see my desired resolution on my initial complaint. I do understand it would not be fair to credit some individuals with this issue and not others. Therefore, attention to whether this no refund policy for crowns purchases as a whole should be changed is what I am after. Other online multiplayer games (we are a huge gaming family) have successfully integrated an in-game refund period for purchases made with "special" currencies within game. They present the game player with an on-screen countdown, at the end of which the item is non-refundable. I realize institution of such a system would take design time and resources.
However, I ask you this question, is the no refunds on crown shop purchases protecting the game player or protecting KingsIsle who has received payment for the crowns? Therefore, I believe we are at a stalemate in these discussions and I will just have to agree to disagree with how your customer service department is treating your subscribers. I want to clearly state: I disagree with KingsIsle's policy of no refunds on crown shop purchases.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I feel I should have gotten the item being in there over 50 times and that I pay to play your game then I should have a chance of getting the itmes i'm paying for
Regards,[redacted]
Hello,
I have just been made aware of a recent feature change to the Spiral Cup Gauntlet item. You can now store the item in your shared bank, which will allow all characters on your account to access it. I hope that this resolves the issue at hand.
Thanks,
KingsIsle Account Manager
Complaint: [redacted]
I am rejecting this response because: I have already contacted by e-mail on several occasions and never get a response. The phone number listed only leads you back to the e-mail loop. We just want our money returned and our accounts cancelled. Every time we try to log into our account '[redacted]' for Wizard 101 we have to reset the password every time as if someone else is changing it. My son has not played this game in a few years and in October we started getting random charges.
Regards,[redacted]