Hello,
I have investigated any correspondences sent to us via the email listed with the Revdex.com and with the accounts in question and could find no submitted tickets. If the request was made from a different email address, we would be happy to investigate the issue further.
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Please know that any time a dispute is filed through the card issuer, a chargeback is filed to us and the money is refunded. If services were purchased and used, the account is then banned until the debt is paid back. In this case, the additional game time was not used. As a result, the bans have been removed from both account.
In the future, please contact us from the email address listed on the game accounts. This will help us find and address any issues with said account, in a timely manner.
Thanks,
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]
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.
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
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.
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]
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]
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,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]
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,
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
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]
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]
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
Complaint: [redacted]
I am rejecting this response because: I once offered to listen to what you might think was a fair resolution--long before I placed this complaint, while I was emailing directly. I received no answer, no suggestions.I have to say "you" because no one has ever identified themselves by name, just "manager," that's as close as I've gotten.Be that as it may, I will push aside my overwhelming feeling of zero effort by KingsIsle to resolve this and make a suggestion from another angle. Again, the goal being to get what I need to function, and to stay within the absolute narrowest of margins set forth by KingsIsle.Stated again, I have three accounts, I can prove they are mine, because I, or my spouse, are the only people paying the bills on all three. All assets are in one account, hence the effort to have a patch created between the three, to spread the assets around sparing me the mind numbing headaches it takes to duplicate these.Labor intensive, long stretches on the computer are by KingsIsle design; this is how their profit is generated, by creating this exhaustingly long process, that will, most likely, have to be repeated, again and again, and yet again.My suggestion is this: duplicate pets, for the most part, in the other accounts I already own. That way, KingsIsle is giving me nothing I don't already own, so they can't play the "fairness" card, and no "impossible patch" is necessary.Further, I have included screenshots, showing more than one instance of convenient "glitches" happening, on KI forms, nonetheless, right as I finally get the talent I've been seeking. As I log back on, those talents won, are now gone, how nice. KingsIsle has offered to "look at" the problem by sending me an "impossible" list to complete. And, although instructions are included, you'd have to be an IT person yourself to complete the task--turning folders into files, etc. So I include in my request that pets affected be adjusted back to what they where before the "glitch." One more thing, even if KI does duplicate pets, they will not be as good as the originals, for future parenting purposes, and I still come away with much less than what I started.
Regards,
[redacted]
Hello,As stated in my previous response, compensation can not be awarded for connections issues not related to the game server. While I do sympathize with your situation, the item you are requesting, nor any other type of compensation can be given.Thanks,KingsIsle Account Manager
Hello,
The email address that was entered when the ticket was created, does not match the one you provided to the Revdex.com. We can only respond to the email address that is listed in the ticket, provided by the creator of said ticket. If you would like to create a new ticket for this case, please visit www.wizard101.com, or use the following link:
https://www.wizard101.com/CustomerSupport/game
In regards to compromised account, we would no to address this through a public forum. However, we will be more than happy to assist through our support system.
Thanks,
KingsIsle Account Manager
Hello,I reviewed all of the information in regards to the banned account. Said account was in violation of our chat policies, including, but not limited to, distributing personal information and soliciting inappropriate websites. Based on the evidence found in our logs, the action taken was...
well within our policies and can not be appealed. 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]
Hello,
I have investigated any correspondences sent to us via the email listed with the Revdex.com and with the accounts in question and could find no submitted tickets. If the request was made from a different email address, we would be happy to investigate the issue further.
/>
Please know that any time a dispute is filed through the card issuer, a chargeback is filed to us and the money is refunded. If services were purchased and used, the account is then banned until the debt is paid back. In this case, the additional game time was not used. As a result, the bans have been removed from both account.
In the future, please contact us from the email address listed on the game accounts. This will help us find and address any issues with said account, in a timely manner.
Thanks,
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]
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.
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,
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
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]
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]
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,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]
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 again,
All the accounts associated with this email address were banned due to account sharing. The ban will not be released.
Regards,
KingsIsle Support
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
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]
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]
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
Complaint: [redacted]
I am rejecting this response because: I once offered to listen to what you might think was a fair resolution--long before I placed this complaint, while I was emailing directly. I received no answer, no suggestions.I have to say "you" because no one has ever identified themselves by name, just "manager," that's as close as I've gotten.Be that as it may, I will push aside my overwhelming feeling of zero effort by KingsIsle to resolve this and make a suggestion from another angle. Again, the goal being to get what I need to function, and to stay within the absolute narrowest of margins set forth by KingsIsle.Stated again, I have three accounts, I can prove they are mine, because I, or my spouse, are the only people paying the bills on all three. All assets are in one account, hence the effort to have a patch created between the three, to spread the assets around sparing me the mind numbing headaches it takes to duplicate these.Labor intensive, long stretches on the computer are by KingsIsle design; this is how their profit is generated, by creating this exhaustingly long process, that will, most likely, have to be repeated, again and again, and yet again.My suggestion is this: duplicate pets, for the most part, in the other accounts I already own. That way, KingsIsle is giving me nothing I don't already own, so they can't play the "fairness" card, and no "impossible patch" is necessary.Further, I have included screenshots, showing more than one instance of convenient "glitches" happening, on KI forms, nonetheless, right as I finally get the talent I've been seeking. As I log back on, those talents won, are now gone, how nice. KingsIsle has offered to "look at" the problem by sending me an "impossible" list to complete. And, although instructions are included, you'd have to be an IT person yourself to complete the task--turning folders into files, etc. So I include in my request that pets affected be adjusted back to what they where before the "glitch." One more thing, even if KI does duplicate pets, they will not be as good as the originals, for future parenting purposes, and I still come away with much less than what I started.
Regards,
[redacted]
Hello,As stated in my previous response, compensation can not be awarded for connections issues not related to the game server. While I do sympathize with your situation, the item you are requesting, nor any other type of compensation can be given.Thanks,KingsIsle Account Manager
Hello,
The email address that was entered when the ticket was created, does not match the one you provided to the Revdex.com. We can only respond to the email address that is listed in the ticket, provided by the creator of said ticket. If you would like to create a new ticket for this case, please visit www.wizard101.com, or use the following link:
https://www.wizard101.com/CustomerSupport/game
In regards to compromised account, we would no to address this through a public forum. However, we will be more than happy to assist through our support system.
Thanks,
KingsIsle Account Manager
Hello,I reviewed all of the information in regards to the banned account. Said account was in violation of our chat policies, including, but not limited to, distributing personal information and soliciting inappropriate websites. Based on the evidence found in our logs, the action taken was...
well within our policies and can not be appealed. 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]