Linden Lab

Hello,Linden Lab operates Second Life, a 3-D "virtual world," or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated game-playMost content on the Second Life platform is user-generated and operated.We
appreciate Amy C Riddle contacting the Revdex.com in an attempt to resolve the above-referenced matterAfter further review of this individual’s Second Life account, we have confirmed chargebacks for valid transactionsDue to the extensive nature of this fraudulent behavior, we are unable to allow this individual to continue using our Second Life service. Respectfully,*** ***Supervisor, Customer Support

Initial Business Response /* (1000, 5, 2015/10/28) */
Hello,
*** Lab operates Second Life, a 3-D "virtual world," or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated game-playMost content on
the Second Life platform is user-generated and operated
We appreciate Mr*** contacting the Revdex.com in an effort to resolve this matter, and we understand his concern regarding the failed transactionsAfter a review of his account, we are able to see that the transactions are being declined, but are unable to disclose the exact reason for the decline without also disclosing on our internal security and risk mitigation protocols
However, let me try to give some broad bits of information:
Many merchants use software to assist them in their anti-fraud practices; some of this software looks at the aggregate behavior of a computer, email address and/or payment methodThese aggregate "profiles" tend to refresh every two weeks
Because the aggregated profiles take two weeks to refresh, we ask that Mr*** not submit another transaction on any account until a full two weeks (days) from the date of his last attempt
We realize this is not the instant fix he was hoping for; we certainly understand that it is frustrating when you cannot transact and no one can tell you whyIt is unfortunately the best we can offer at this time
Respectfully,
*** ***
Customer Support Manager

Initial Business Response /* (1000, 7, 2016/01/05) */
Hello,
Linden Lab operates Second Life, a 3-D "virtual world," or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated game-playMost content on
the Second Life platform is user-generated and operated
We appreciate *** contacting the Revdex.com in an attempt to resolve the above-referenced matterAfter further review of this individual's Second Life account, we have confirmed chargebacks for valid transactionsWhen we become aware of such fraudulent activity, we hold the accountDue to the extensive nature of this fraudulent behavior, we are unable to allow this individual to continue using our Second Life service
Respectfully,
***
Customer Support Manager
Initial Consumer Rebuttal /* (3000, 9, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At that time my account was hacked by whom I have no ideaIs there a way I could pay to receive the account back or its just a lost cause?
Final Business Response /* (4000, 11, 2016/01/20) */
Hello,
Pursuant to our investigation, there is no support for *** claim of account compromise at the time of the transactionsAccordingly, due to the extensive nature of this fraudulent behavior, we cannot accept *** offer to repay the chargeback amounts and will not reinstate this account
Respectfully,
***
Customer Support Manager

Initial Business Response /* (1000, 5, 2015/06/24) */
Greetings,
Linden Lab operates Second Life, a 3-D "virtual world," or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated game-playMost
content on the Second Life platform is user-generated and operatedLinden Lab also operates a "virtual currency" exchange, through which users exchange "Linden Dollars."
We fully wish to help Ms*** with this problemMs*** has an open case with us on this issue, filed on 6/22/2015, in which we have reached out for more detailsI have also escalated her case to our Key Accounts team so that we can expedite a resolution for herThey will be reaching out again, to gather details to help us troubleshoot the issueIf Ms*** can help us by responding to this case, we will make every effort to get her back on to her SecondLife account and inworld
Regards,
*** ***
Customer Support Manager
Linden Lab

Hello,
We have further reviewed the circumstances leading to the termination of Ms***'s account, including communications between Ms*** and our Support staffIn such communications, Ms*** admitted to selling various accounts Second Life accounts in violation of Linden Lab's Terms of ServiceAccordingly, we reiterate that Ms*** is no longer welcome to use the Second Life service
Respectfully,
*** ***
Customer Support Manager

Initial Business Response /* (1000, 7, 2015/09/22) */
Hello,
*** Lab operates Second Life, a 3-D "virtual world," or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated game-playMost content on
the Second Life platform is user-generated and operated
We appreciate that Mr*** has contacted the Revdex.com in an effort to resolve this matterWe have reviewed his account and at this time are re-opening itI have also notified Mr*** with regards to the update on his account
Respectfully,
*** ***
Customer Support Manager
Initial Consumer Rebuttal /* (2000, 9, 2015/09/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am very pleased to have my account reopened and in the consideration given to my caseI understand those responsible have a difficult job sorting through these situationsI appreciate their efforts as I go back enjoying their virtual gaming world
Respectfully!
Final Business Response /* (4000, 15, 2015/10/21) */
Hello,
We have completed a further in-depth review of all accounts belonging to Mr*** and have ensured that he has the appropriate access to themWe have also followed up with him, via our internal case system to communicate this as well
Respectfully,
*** ***
Customer Support Manager
Final Consumer Response /* (4200, 17, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would of preferred a neutral category, but since that wasn't available I will answer NO
I do this because while I regained my access to my accounts, it took way more time and effort to get this accomplishedLL had to be pushed to the bring of legal action before they did what they should of done a month soonerTheir tactics and approach to these situations have no regard to rights of its customersYou are guilty until proven innocent, no regard for your opinion, and other tacticsThey will go so far to try to entrap you, trying to get you to break TOS rules
Then they wonder why the are losing customers everydayIf they keep this up more will leave and they risk a class action lawsuit

Initial Business Response /* (1000, 5, 2015/11/20) */
Hello,
*** Lab operates Second Life, a 3-D "virtual world," or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated game-playMost content on
the Second Life platform is user-generated and operated
We appreciate *** *** contacting the Revdex.com in an attempt to resolve the above-referenced matterAfter further review of this individual's Second Life account, we have confirmed chargebacks for valid transactions on this accountChargebacks which occur on valid transactions are referred to as "Friendly Fraud"When such transactions occur in our system, we hold the accountIn this case, we provided the account holder with the opportunity to repay us for these chargeback amounts incurred on valid transactions, but, unfortunately, continued to see a pattern of additional chargebacksDue to the repetitive nature of this fraudulent behavior, we are unable to allow this individual to continue using our Second Life service
Respectfully,
*** ***
Customer Support Manager
Initial Consumer Rebuttal /* (3000, 9, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never received anything from *** labs regarding this "Friendly Fraud" I tried contacting them on it through their support and they closed my ticketI tried calling and they again would not assist meSo can someone ask them to send me something like a statement or something regarding the "fraud" cause I never did fraudEvery payment they got was either through my bank account or a prepaid card
Final Business Response /* (4000, 11, 2015/12/04) */
To Whom It May Concern:
Per our previous response, we provided the account holder with the opportunity to repay us for the chargeback amounts incurred on valid transactions, but, unfortunately, continued to see a pattern of additional chargebacksThis was communicated to Ms*** on November 5th, at which point we also advised her that due to the repetitive nature of this fraudulent behavior, we are unable to allow her to continue using our Second Life service
For Ms***'s reference, she can find this information located in Case #XXXXXXXX
Respectfully,
*** ***
Customer Support Manager
Final Consumer Response /* (4200, 16, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have provided proof in screen shots that *** labs not once mentioned anything about friendly fraud and have continued to ignore my calls and support ticketsIt is highly unprofessional to spread a lie on them claiming they contacted me over the friendly fraud when they did no such thing they just terminated my account and refused to give me a reason why and still continue to close my tickets and hang up on me and act very rude when I am the one nice to themI have been supporting this company since and I honestly really do not like how I am being treated and made out to being a liar when I am notSo I do not accept what *** Labs saidIf they want to keep their customers I suggest they tell the truth as to why I was really terminated and not make up bold face lies

Hello,
We appreciate *** *** contacting the *** in an attempt to resolve the above-referenced matterUnfortunately, pursuant to Linden Lab’s Privacy Policy, we are unable to discuss the actions taken with the accounts of any other individualsSecond Life users who become aware of a violation of Linden Lab’s policies are encouraged to submit an abuse report with evidence of such violationLinden Lab takes all abuse reports seriously and conducts thorough investigations of the allegations contained in abuse reportsWhere there is evidence that a violation has occurred, Linden Lab takes action in accordance with our policies
Respectfully,
*** ***
*** *** *** ***

Hello,Linden Lab operates Second Life, a 3-D "virtual world," or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated game-playMost content on the Second Life platform is user-generated and operated.We
appreciate *** *** contacting the Revdex.com in an attempt to resolve the above-referenced matterIf *** *** would please contact us via our Support Portal (***) with more information on the experience we would be happy to review the matter and see what we can do to further assist him
Respectfully,
*** ***
Supervisor, Customer Support

Initial Business Response /* (1000, 5, 2015/08/06) */
Hello,
*** Lab operates Second Life, a 3-D "virtual world," or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated game-playMost content on
the Second Life platform is user-generated and operated
Mr***'s account(s) were terminated due to transactional disputes on valid chargesThese are called chargebacks, and when the transactions are valid, it then becomes what is known as "Friendly Fraud"Mr*** disputed a number of transactions on more than one of his accountsWhen this happens, we close the accounts, and if applicable, we do allow the customer to repay the disputed dollar amounts
We appreciate Mr***'s desire to repay his debt to us, so we will be reaching out to Mr***, via his Support Case, to let him know the total amount owed and how to repay this amount
Regards,
*** ***
Customer Support Manager
*** Lab
Initial Consumer Rebuttal /* (2000, 7, 2015/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hello, *** ***
Thank you for replying to this complaint I've madeI will be happy to ANY sum owed on ALL ACOUNTS made by me or any family member of my house holdI deeply apologize for any confusion done on my part and will provide what I can to gain these accounts backThe account you can reply back to is ***I will be making a support ticket with a link to this complaint and will be expecting to pay what ever amount due on the accountAs promised

Complaint: ***I am rejecting this response because to be blunt this response is complete *** They're just trying to cover their ***, when they know full well they've allowed an individual to not troll, but *** people for OVER A YEAR...and with us, it went from online *** to online STALKING.Since Linden Labs refuses to let me know how they're handing this CRIMINAL OFFENSE, I shall be filing a complaint with the California Attorney General's Office, and possibly even speak to an attorney about this.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/09/30) */
Hello,
*** Lab operates Second Life, a 3-D "virtual world," or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated game-playMost content on
the Second Life platform is user-generated and operated
We appreciate Ms*** contacting the Revdex.com in an effort to resolve this matterAfter careful review of the accounts in question, it is determined that we do require Ms*** to repay the amount of $that is due, before she can use our service againWe have however, extended a refund for the amount of $9.50, since she was not able to benefit from the services purchased with that specific transaction
Additionally, we would be happy to have Ms*** as a continued user of our product, provided we receive the above mentioned repaymentI have also communicated this to Ms***, in further detail, in her open case with us
Respectfully,
*** ***
Customer Support Manager

Initial Business Response /* (1000, 5, 2015/09/24) */
Hello,
*** Lab operates Second Life, a 3-D "virtual world," or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated game-playMost content on
the Second Life platform is user-generated and operated
We appreciate Ms*** contacting the Revdex.com in an effort to resolve this matterWe have reviewed your account and will be re-opening the accountI have notified Ms*** privately as to the status of her account as well
Respectfully,
*** ***
Customer Support Manager

I cannot accept this because I have asked Linden Labs for the proof that they do have and they say that cannot give me this proof so as of now if they cannot give me proof they need to unban my accounts that they put on admin hold I really want to see their proof that I did the stuff they are acusing me ofComplaint: ***I am rejecting this response because:Sincerely,*** ***

Complaint: ***I am rejecting this response because: I did not Access anyone's account without authorizationWhatever Accounts I have accessed I had the authorization from the user of that account to access itThe user manipulated the situations and made complaint on my accounts to get terminatedI request Linden Lab's to provide proofs that I did any fraudulent activitiesI used Secondlife accounts for more than years and invested lot of money in thatI got no warnings from Linden Labs at all for any such activitiesThey just blocked my account without any notificationI require the proof of what accounts I have accessed, If they provide me with the details and proofs, I can explain in detail about the situationI have good reputations on Secondlife and I can give references from secondlife users who know me longtime if required but I need my accounts back.
Sincerely,*** ***

Hello,Linden Lab operates Second Life, a 3D “virtual world,” or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated gameplay. Most content on the Second Life platform is user-generated and operated.We...

appreciate [redacted] contacting the Revdex.com in an attempt to resolve the above-referenced matter. After further review of this individual’s Second Life account, we have confirmed that this individual violated Linden Lab’s Terms of Service by gaining unauthorized access to another individual’s account and committing fraudulent activities with such account. Due to the nature of this behavior, we are unable to allow this individual to continue using our Second Life service. Tell us why here...
Respectfully,
[redacted]
Customer Support Manager

Initial Business Response /* (1000, 5, 2015/07/24) */
Hello,

[redacted] Lab operates Second Life, a 3-D "virtual world," or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated game-play. Most content on...

the Second Life platform is user-generated and operated.
I appreciate Ms. [redacted] patience in this matter. I have reviewed the issue for her and have released her account back to her. I have updated Ms. [redacted], via her Support Case, as to the issue at hand and how to proceed going forward, and we hope that Ms. [redacted] can now continue to enjoy her time in Second Life.
Regards,
[redacted]
Customer Support Manager
[redacted] Lab

Initial Business Response /* (1000, 5, 2015/07/10) */
Hello,

[redacted] Lab operates Second Life, a 3-D "virtual world," or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated game-play. Most content on...

the Second Life platform is user-generated and operated.
Premium Second Life accounts are subscription based. As with all subscription based billings, canceling an account would become effective upon the next billing date. Nevertheless, we offer refunds for people who share Mr. [redacted]'s concern. Since Mr. [redacted] never contacted our Support or Billing departments we were not aware of his concerns. We now have fully refunded Mr. [redacted]'s account, which will downgrade to basic and still be available to him at the end of this current premium cycle.
Regards,
[redacted]
Customer Support Manager
[redacted] Lab
Initial Consumer Rebuttal /* (2000, 7, 2015/07/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] labs has refunded the cost of subscription.

Hello,
Linden Lab operates Second Life, a 3D “virtual world,” or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated gameplay. Most content on the Second Life platform is user-generated and...

operated.
We appreciate [redacted] contacting the Revdex.com in an attempt to resolve the above-referenced matter. After further review of this individual’s Second Life account, we have confirmed chargebacks for valid transactions. 
Under our Community Standards policy, real-life images, avatar portrayals, and other depictions of sexual or lewd acts involving or appearing to involve children or minors are not allowed within Second Life. When detected, individuals and groups promoting or providing such content and activities will be subject to sanctions, which may include termination of accounts, closure of groups, removal of content, and loss of land or access to land. Such behavior was discovered on [redacted]'s account, and as such, in addition to the extensive nature of fraudulent behavior, we are unable to allow this individual to continue using our Second Life service.Sincerely,
[redacted]
Supervisor, Customer Support

Initial Business Response /* (1000, 5, 2015/09/14) */
Hello,

[redacted] Lab operates Second Life, a 3-D "virtual world," or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated game-play. Most content on...

the Second Life platform is user-generated and operated.
Mr. [redacted]'s account was closed for violations of our Terms of Service. For Mr. [redacted]'s privacy, we will be sending him more information via our last case communication with him. Also, as per our Terms of Service, Mr. [redacted] may not return to Second Life on any account, new or existing.
Regards,
[redacted]
Customer Support Manager