KingsIsle Entertainment

Won't let cancel the subscription on renewal dateWon't answer repeat emails submitted via their billing linkDon't sign up for automated renewal

Hello,I’m sorry, when we get word from a credit card company that a card holder has issued a chargeback against an account, our only choice is to suspend that account until the investigation is completeWe will gladly reinstate the account as soon as we hear from the card issuer that the chargeback has been rescinded or otherwise resolvedIf you wish to expedite the process, please contact the bank directly & have them fax a release to [redacted] .If you wish to make payment for the chargeback amount, you can do so by sending a check or money order to KingsIsle Entertainment, [redacted] *** Please be sure to include your username! Upon receipt, we will notify the credit card company to resolve the charge back dispute in the cardholder’s favor and reinstate the game account The amount necessary to reinstate this account is: $($disputed amount + $($per line item) (credit card chargeback fee to KingsIsle)).We will notify you via this email when the account is reinstated.Thank you and we look forward to having you back in The Spiral!Regards,KingsIsle Billing Support

Complaint: [redacted] Kings Isle waited almost months after the chargeback to notify me about anything I am rejecting this response because: Regards, [redacted] ***

Hello,The Support Team answers all received correspondences within 24-hoursOnly in times of extremely high volume, will that time table be extendedIn regards to the issues you have stated, there is nothing that Support Team can do to resolve the situation to your satisfactionThe desired settlements you listed, are not within the scope of the Support Team and can not be accomidatedWhile I understand you are displeased with the changes that have been made, this is not the best forum to use to enact changeThat is best done through the official Wizardforums Thanks, KingsIsle Account Manager

Hello, We received a recent inquiry from the customer on 7/19/requesting that the mute on their account [redacted] be lifted, so he or she may once again communicate freely within Wizard We responded to the inquiry on 7/19/2016, declining the request to lift the mute on the account.The account [redacted] was originally muted on 9/27/for using language that violated the Terms of Use in the in-game chat The account had been sanctioned with warnings, temporary mutes, and temporary suspensions due to such language on previous occasions Each time the account was sanctioned, the user was reminded that such language is not permitted and additional violations would result in permanent sanctionsWe cannot lift the mute on the account [redacted] because of these violations of our the Terms of UseWhile we understand the frustration of not having chat options in the game, we'd like the customer to keep in mind that KingsIsle Entertainment works very hard to maintain a safe environment for all of our playersWe cannot overlook the violation of our rulesRegards,KingsIsle Support

Hello, As per your request, your Membership has ended and will no longer be billed a re-occurring fee As a gesture of goodwill we've issued a credit of $that should appear on your banking statement within 2-business days The account 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 Account Manager

Hello, The customers username was permanently muted for using extreme sexual language in [redacted] in-game chat, which violates our Terms of Use We cannot lift the permanent mute sanction on the customer's accountKingsIsle Entertainment works very hard to maintain a safe environment for all of our playersWe cannot overlook the violation of our rulesWe cannot provide a refund for the month [redacted] membership purchased 8/20/ Per the Terms of Use, all purchases are non-refundable barring technical difficulties preventing reasonable access to the gameRegards, KingsIsle Support Manager

Hi There!As per your request, your Membership for username parthraj has ended and will no longer be billed a re-occurring fee As a gesture of goodwill we've issued a credit of $that should appear on your banking statement within 2-business daysThe account 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 Billing Support [redacted] Did you know you don't have to wait until the day before renewal to cancel? [redacted] How Does the Billing Work?

Hello, The email address that was entered when the ticket was created, does not match the one you provided to the Revdex.comWe can only respond to the email address that is listed in the ticket, provided by the creator of said ticketIf 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 forumHowever, we will be more than happy to assist through our support system Thanks, KingsIsle Account Manager

Hello there,We have confirmed based off the ip address provided that the chat below did indeed come from the same computer sourceThe account has had multiple violations of our terms of use previously for in game chatAs such it has been permanently mutedWe're sorry, we wish it hadn't come to this eitherThe account was sanctioned for violating the Terms of UseSpecifically, “(1) upload to or transmit on the Site any defamatory, indecent, obscene, harassing, violent or otherwise objectionable material,"Please know that KingsIsle Entertainment works very hard to maintain a safe environment for all of our playersWhile we try to negate the player's exposure to foul language and/or harassing behaviors, people can still get very creative in getting around our safe-guardsFor security reasons, we can not share with you the exact chat logs used in game, however, we can give you a sampling of the words/phrases which were said by the account's character which led to this actionThe character on account dudelooks was logged as saying the following: [redacted] **We are aware of accounts working around the chat filters to communicate foul language and are working to mitigate any notion that it is condoned by KingsIsle.While we understand the frustration of not having chat options in the game, we'd like you to keep in mind that KingsIsle Entertainment works very hard to maintain a safe environment for all of our playersWe cannot overlook the violation of our rulesRegards,KingsIsle SupportP.SPlease view the following links for your reference[redacted] www.wizard101.com/game/termsofuse [redacted] www.pirate101.com/free_game/terms_of_use

Hello, I have reviewed all of the information that was investigated in this caseThe ticket in question, is [redacted] Based on the findings, the appropriate measures were taken, according to the protocols we have in place for compromised accountsThat being said, it appears that another representative from out Support Team is reviewing the action takenPlease allow that reviewer to finish the investigation and report their findingsYou should be contacted again soon, through that ticket number Thank you, KingsIsle Account Manager

Hello,While I sympathize with your situation, there is little that can be accomplished through this particular method of correspondence, when it comes to in-game issuesThe Support Team must investigate the claim and review the information provided by you, in the ticketIn addition, the issue must then be tested in order to determine if a bug does indeed exist and make the necessary adjustments to your character, as well as have the bug fixed.Thanks,KingsIsle Account Manager

Hello!We've located the account and confirmed purchases were madeAs a courtesy, the membership of $was refundedAll of the Crowns that were purchased have been utilized and not eligible for refundAlso, there has been another membership purchased on 6/1/after our cancellation and refund Please note, in order for your card to be charged, the following steps must be completed correctly every time a transaction is done Log into the web account (not the game) with the username and passwordClick on "Buy Crowns" or "Upgrade Membership"Select the desired package(s) of Crowns &/or MembershipChoose the account to apply the selected increment & add to cartHit checkout & enter the parental control passwordEnter the credit card & billing address information (including CVV security code) - it’s possible that the “Save Credit Card Information” was manually selected earlierClick "complete purchase" on the next page to finalize the orderReceipt email is sent to all email addresses on file.All purchases are non-refundable barring technical difficulties preventing reasonable access to the game Please review the Terms of Use regarding submission of information, the entry of accurate billing information (including address & CVV) presumes the validity of the card holder If this is not the case, please contact your bank directly regarding fraudulent use, we will be happy to provide all investigative information.We’ve taken the liberty of removing your credit card information from our systemPlease note, however, if the card information is re-entered, further charges could occur We would encourage you to log on to the website with your child's username & password to re-establish the parental control password to ensure all billing account activity is initiated by youRegards,KingsIsle Billing Support

Hi There!As per your request, your Membership for username [redacted] has ended and will no longer be billed a re-occurring fee As a gesture of goodwill we've issued a credit of $that should appear on your banking statement within 2-business daysThe account 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 Billing Support [redacted] Did you know you don't have to wait until the day before renewal to cancel? https://kingsisle.custhelp.com/app/answers/detail/a_id/196#How Does the Billing Work?

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] ***

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:Apparently KingsIsle email system is as flawed as its game and its customer serviceI sent the screenshot attached here, a 2M page Word document, and they still claim they're unable to see the attachment Regards, [redacted]

Hello ***,I apologize if you feel you were treated unfairly in previous communications through our support channelsI went through your contact history through our support and see that you have had multiple communications with usIt appears that all correspondences were handled to the best of our abilities, and most issues were resolvedAs for the virus you state that you are experiencing on your computers, I can assure you that if you originally downloaded Wizardfrom our official site www.wizard101.com the virus was not contracted from our servicesIt seems that a few of the issues you were experiencing in-game were due to incomplete quest line actions, which we gladly helped you in the right directionUnfortunately, viruses can come from the most discrete places such as clicking a link on a webpage or untrusted links embedded in emailsHowever, viruses will typically affect your computer's functionality and not any applications you have downloaded unless it was a result of the virusThe way our game client download is set on our official site, if downloaded from here and so long ago as you previously stated, the virus was not from our products and servicesPlease let me know if you have any other questions.Respectfully,KingsIsle Support

Hello,There are no sanctioned accounts associated with the email provided, so I am unable to locate the accounts in question and see the exact sanction reasoningI can, however, assure you that accounts are only sanctioned accordingly when violating the Terms of Use that is accepted upon account creationIf there was an exploit performed, I can assure you that all accounts were handled appropriately.Regards,KingsIsle Support

Hi There! We do not provide phone supportAs per your request, your Membership for username [redacted] has ended and will no longer be billed a re-occurring fee As a gesture of goodwill we've issued a credit of $that should appear on your banking statement within 2-business daysThe account 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 Billing Support [redacted] Did you know you don't have to wait until the day before renewal to cancel? https://kingsisle.custhelp.com/app/answers/detail/a_id/196#How Does the Billing Work?