PlayPhone

Initial Business Response / [redacted] (1000, 22, 2015/06/08) */ Thank you for bringing Ms***'s concerns to our attentionIn order to proceed with the investigation, we require the phone number that was billed for paid servicesWe appreciate your cooperation and look forward to providing Ms [redacted] with additional information Best regards, [redacted] Director, Client Services Playphone, Inc

Thank you for bringing [redacted] concerns to our attention and regret not having the opportunity to help him directlyThe mobile phone number, (801) 574-8225, was subscribed for the service after receiving a double-opt in authorization from the device holder on 11/07/*** We have terminated the service as of [redacted] and provided a refund for the last days of service as permitted by [redacted] This refund will appear as a credit on his [redacted] invoice within 1-billing cyclesWe also placed his number on our block list to ensure that he will no longer accidentally sign up for paid services in the future The phone number associated with the charges participated in an offer for Playpoints per month Playpoints are PlayPhone’s universal virtual currency which can be used to purchase games or virtual items in thousands of popular games Paid membership can only be commenced via the requesting mobile device this ensures that only the device holder may initiate the membership Upon initiating the membership a welcome text message with information about the service including cancellation instructions are sent to the requesting device This ensures that the member is notified about the paid service and provided with all information necessary to manage their account A member can cancel the paid membership at any time by responding with the word STOP to our service reminder messages or by contacting PlayPhone or [redacted] The service text messages contain information on how to contact PlayPhone, including our phone number, for assistance We have verified that our paid service welcome, renewal reminders, and renewal text messages were sent successfully to [redacted] device Attached you will find a file with the messages sent and dates with times when these reminder text messages were sent to the device Once again, we truly appreciate the opportunity clarify any concerns and hope this information has been helpful Should he have any further questions we are here to help He can reach us Monday – Friday from 8:a.mto 5:p.mPST by calling 1-877-365-or hours a day via email [email protected] He may also contact his provider [redacted]

Complaint: [redacted] I am rejecting this response because: I have never received any type of notice, nor have I ever purchased any games through my [redacted] phone I didn't even know who this company was without looking them up on [redacted] Their attachment shows they send me a monthly notification, which is completely false I want a full refund in the amount I previously requested as I haven't ever purchased or consented to any charges from this company Sincerely, [redacted]

Thank you for bringing [redacted] concerns to our attention and regret not having the opportunity to help him directlyThe mobile phone number, [redacted] , was subscribed for the service after receiving a double-opt in authorization from the device holder on 06/01/*** We have terminated the service as of 08/04/ [redacted] and provided a full refund This refund will appear as a credit on his [redacted] invoice within 1-billing cyclesWe also placed his number on our block list to ensure that he will no longer accidentally sign up for paid services in the future.The phone number associated with the charges participated in an offer for Playpoints per month Playpoints are PlayPhone’s universal virtual currency which can be used to purchase games or virtual items in thousands of popular games Paid membership can only be commenced via the requesting mobile device this ensures that only the device holder may initiate the membership Upon initiating the membership a welcome text message with information about the service including cancellation instructions are sent to the requesting device This ensures that the member is notified about the paid service and provided with all information necessary to manage their account A member can cancel the paid membership at any time by responding with the word STOP to our service reminder messages or by contacting PlayPhone or [redacted] The service text messages contain information on how to contact PlayPhone, including our phone number, for assistance We have verified that our paid service welcome, renewal reminders, and renewal text messages were sent successfully to [redacted] deviceOnce again, we truly appreciate the opportunity clarify any concerns and hope this information has been helpful Should he have any further questions we are here to help He can reach us Monday – Friday from 8:a.mto 5:p.mPST by calling 1-877-365-or hours a day via email [email protected] Best regards, Grace Meza Director, Client Services

Initial Business Response / [redacted] (1000, 8, 2016/01/04) */ Thank you for bringing this matter to our attentionTo investigate the alleged charges for service, please provide us with the mobile number that was billed for services We appreciate your cooperation and look forward to Ms [redacted] 's reply

Initial Business Response / [redacted] (1000, 5, 2016/01/04) */ Thank you for bringing Mr [redacted] 's concerns to our attention and regret not having the opportunity to help hip directlyThe mobile phone number, (XXX) XXX-XXXX, was subscribed for the service after receiving a double-opt in authorization from the device holder on 10/18/We have terminated the service as of 01/04/and provided a full refundThis refund will appear as a credit on his Sprint invoice within 1-billing cyclesWe also placed his number on our block list to ensure that he will no longer accidentally sign up for paid services in the future The phone number associated with the charges participated in an offer for PlaycreditsTM with Zombies Cool Pool on his mobile phone devicePlaycreditsTM are PlayPhone's universal virtual currency which can be used to purchase games or virtual items in hundreds of popular gamesPaid membership can only be commenced via the requesting mobile device this ensures that only the device holder may initiate the membershipUpon initiating the membership a welcome text message with information about the service including cancellation instructions are sent to the requesting deviceThis ensures that the member is notified about the paid service and provided with all information necessary to manage their accountA member can cancel the paid membership at any time by responding with the word STOP to our service reminder messages or by contacting PlayPhone or SprintThe service text messages contain information on how to contact PlayPhone, including our phone number, for assistanceWe have verified that our paid service welcome, renewal reminders, and renewal text messages were sent successfully to Mr [redacted] 's device Once again, we truly appreciate the opportunity clarify any concerns and hope this information has been helpfulShould he have any further questions we are here to helpHe can reach us Monday - Friday from 8:a.mto 5:p.mPST by calling X-XXX-XXX-XXXX or hours a day via email ***@playphone.com

Complaint: [redacted] I am rejecting this response because: I did not subscribe to this company and have never used any of their servicesI would like a full refundSincerely, [redacted]

Initial Business Response /* (1000, 11, 2015/09/28) */
Thank you for bringing Mr***'s concerns to our attentionWe regret to not of had the opportunity to help Mr*** directlyThe mobile phone number, (XXX) XXX-XXXX, was subscribed for the service after receiving a double-opt in
authorization from the device holder on 01/19/We have not received a request for cancellation or refund directly from Mr***
The phone number associated with the charges participated in an offer for PlaycreditsTM with Tower of Jelly on his iPhone devicePlaycreditsTM are PlayPhone's universal virtual currency which can be used to purchase games or virtual items in hundreds of popular gamesPaid membership can only be commenced via the requesting mobile device this ensures that only the device holder may initiate the membershipUpon initiating the membership a welcome text message with information about the service including cancellation instructions are sent to the requesting deviceThis ensures that the member is notified about the paid service and provided with all information necessary to manage their accountA member can cancel the paid membership at any time by responding with the word STOP to our service reminder messages or by contacting PlayPhone or SprintThe service text messages contain information on how to contact PlayPhone, including our phone number, for assistanceWe have verified that our paid service welcome, renewal reminder (a message sent via SMS three days prior to renewal), and renewal confirmation text messages were sent successfully to Mr***'s device
As a one-time courtesy we will issue Mr*** a refund for the last three service chargesThis will be mailed to him in a form of a check to the address provided in the Revdex.com fileOnce again, we truly appreciate the opportunity clarify any concerns and hope this information has been helpfulShould he have any further questions we are here to helpHe can reach us Monday - Friday from 8:a.mto 5:p.mPST by calling X-XXX-XXX-XXXX or hours a day via email ***@playphone.com

Hello,
We appreciate the opportunity to further clarify the communication sent during the paid membership The following are the messages which were sent to this device:
Service Initiation - Sent on immediately after the completion and success of their double opt into the paid service on***
"Playphone Games $***/mo for a Playpoints Reply STOP to cancelHelp 8772345321.Msg Data Rates MayAply.Visit http://***.com for bill blocking options."
Renewal Reminder - Sent days prior to renewal (7/18/2016)Same message with appropriate renewal dates was sent also on 8/18, 9/18, & 10/18. "Playphone Games$***/mo Playpoints subrenews 7/21/2016.Reply STOP to cancel.Help 8772345321.Msg Data Rates May Aply."
Renewal Message - Sent on the date of renewal 7/21/ Also sent on 8/21, 9/21, & 10/21"Playphone Playpoints Renewed $***/moReply STOP to cancel.Help 8772345321.Msg Data Rates May Apply.Visit http://***.com for bill blocking."We received a cancellation request on 10/21/two hours after the last renewal message was received with the word "STOP"The service was immediately cancelled upon the receipt of the device holder's requestPlease let us know if we can be of further assistance
Best regards,
Grace M
Playphone, Inc

Complaint: ***I am rejecting this response because:
First, I want to thank Playphone for their offer to refund the charges incurred during *** I would also like to thank them for providing the details that their email support representative claimed they could not provide (which app was used to allegedly initiate this subscription).
My counter here is that I would like Playphone to reconsider and provide me a refund for the *** and *** charges as well In their response, they indicate that their system shows I initiated this subscription via an app called Zombies Can't Jump Please take a look at the two attached screenshots from my phone
Just to clarify for my own peace of mind: When you look up an app on the App Store, it will show either a price or a "Get" button for paid and free apps (respectively) that you have NEVER purchased/installed via the logged in *** ID If your *** ID has previously purchased or downloaded an app, it will either show the *** download icon (apps you do not have on your phone) or the "Open" button (apps currently installed on the phone).As you can see in the images I've attached, both Zombies Can't Jump and Zombies Can't Jump (which I added for good measure, even though Playphone did not mention it) CLEARLY indicate that I have never purchased or downloaded them on this phone, which I acquired in *** just prior to this subscription being activated
As such, my response to Playphone would be to either concede that there is a mistake or to request that they offer an explanation of how I could have initiated a subscription purchase through an app I've never had on my phone I don't dispute that they're reporting back what they see on their end, but I do dispute that the system is accurate since my *** ID shows no record of having ever purchased or downloaded the Zombies Can't Jump app
Playphone also mentioned sending me text messages As an *** user, when I have upgraded my phones I've always backed them up to the *** and transferred to my new models As such, I have on this phone text messages dating as far back as March *** And yet I see none from Playphone regarding this service I realize that doesn't probably mean much, but considering I'm a text hoarder (yes...), this says a lot to me.But even disregarding the missing texts, the fact remains that I have never downloaded or used the app that Playphone contends that I used to initiate this purchase If need be, I'm happy to record video to show that my phone is logged in with my *** ID and that I am searching for those apps from the same *** ID (and phone number) that has become fraudulently associated with this subscription This way there can be no doubt that the images I've provided are truly my phone and my account
Again, I do appreciate Playphone's efforts here, and I do not think they are misleading or lying themselves But I do think something went wrong back in *** and a subscription was somehow assigned to my account by mistake since I have no record of the referenced text messages and - more importantly - no record with *** of having ever used the app that Playphone's records show I allegedly used to make this purchase
I know I sound like a broken record, but I can't stress enough how this makes no sense to me and seems entirely like a system malfunction/glitch.
Thank you again for your time
Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
While I find resolution of this complaint satisfactory, the claims of the company that I "double opted-in" (presumably by my own accord) remain firmly is dispute. If the company did not directly opt me into their subscription, their APIs have been written in a manner that allow malicious 3rd party websites to do so and is therefore still at fault
Sincerely, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Many thanks for the detailed explanations and patienceThis experience has obviously taught me to be more diligent with reviewing itemized bills, among other things I appreciate the concession and the detailed info to help me better watch for and understand similar programs and products
Sincerely, *** ***

Complaint: [redacted]I am rejecting this response because:  I would like to see what the text messages actually read.  My son who owns the phone recalls receiving some text but deleted them figuring that they were some kind of spam since he did not recall even signing up for such services.  I would like to see the exact wording that you use for the welcome message and the message to let him know that he was getting charged.  The only reason the whole thing came to our attention in the first place is because I started looking into our phone bill since we have 7 family members that all pay into the same bill and two of those individuals live 2 hours from our location.  Also there are times that a 5 year old, and 3 year old nephew plays games on his phone and may be the ones that started this to begin with.  Since you sent a welcome text I would like to be sure that it was very clear there was going to be monthly charges to our [redacted] bill.  If I feel that your text was very clear then I am willing to drop this and not go any further.  But if I feel your text gives the appearance to someone that it may be spam or that at a quick glance would mistaken it for spam then I am not dropping this as deception is still wrong.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
I have never received any type of notice, nor have I ever purchased any games through my [redacted] phone.  I didn't even know who this company was without looking them up on [redacted]  Their attachment shows they send me a monthly notification, which is completely false.  I want a full refund in the amount I previously requested as I haven't ever purchased or consented to any charges from this company.  Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I did not subscribe to this company and have never used any of their services. I would like a full refund. Sincerely,[redacted]

Thank you for bringing [redacted] concerns to our attention and appreciate the opportunity to had helped him directly on [redacted]. The mobile phone number, (425) 293-3637, was subscribed for the service after receiving a double-opt in authorization from the device holder on [redacted].  We...

have terminated the service as of [redacted] and provided a refund per [redacted] policy.  This refund will appear as a credit on his [redacted] invoice within 1-2 billing cycles. We also placed his number on our block list to ensure that he will no longer accidentally sign up for paid services in the future.
 
The phone number associated with the charges participated in an offer for 3000 Playpoints per month.  Playpoints are PlayPhone’s universal virtual currency which can be used to purchase games or virtual items in thousands of popular games.  Paid membership can only be commenced via the requesting mobile device this ensures that only the device holder may initiate the membership.  Upon initiating the membership a welcome text message with information about the service including cancellation instructions are sent to the requesting device.  This ensures that the member is notified about the paid service and provided with all information necessary to manage their account.  A member can cancel the paid membership at any time by responding with the word STOP to our service reminder messages or by contacting PlayPhone or [redacted].  The service text messages contain information on how to contact PlayPhone, including our phone number, for assistance.  We have verified that our paid service welcome, renewal reminders, and renewal text messages were sent successfully to [redacted] device.
 
Once again, we truly appreciate the opportunity clarify any concerns and hope this information has been helpful.  Should he have any further questions we are here to help.  He can reach us Monday – Friday from 8:00 a.m. to 5:00 p.m. PST by calling 1-877-365-4646 or 24 hours a day via email [email protected].

Initial Business Response /* (1000, 7, 2015/07/09) */
Thank you for bringing Mr. [redacted]'s concerns to our attention. The mobile phone number, (XXX) XXX-XXXX, was subscribed for the service after receiving a double-opt in authorization from the device holder on 12/15/2014. The paid service was...

terminated upon request on 06/19/2015. On 06/19/2015 we received an email from Mr. [redacted] in which we provided a service explanation and a full refund for the service. We also placed his number on our block list to ensure that he will no longer accidentally sign up for paid services in the future.
The phone number associated with the charges participated in an offer for 3000 PlaycreditsTM with Zombies Cool Pool on his iPhone device. PlaycreditsTM are PlayPhone's universal virtual currency which can be used to purchase games or virtual items in hundreds of popular games. Paid membership can only be commenced via the requesting mobile device this ensures that only the device holder may initiate the membership. Upon initiating the membership a welcome text message with information about the service including cancellation instructions are sent to the requesting device. This ensures that the member is notified about the paid service and provided with all information necessary to manage their account. A member can cancel the paid membership at any time by responding with the word STOP to our service reminder messages or by contacting PlayPhone or Sprint. The service text messages contain information on how to contact PlayPhone, including our phone number, for assistance. We have verified that our paid service welcome, renewal, and cancellation confirmation text messages were sent successfully to Mr. [redacted]'s device.
Once again, we truly appreciate the opportunity clarify any concerns and hope this information has been helpful. Should he have any further questions we are here to help. He can reach us Monday - Friday from 8:00 a.m. to 5:00 p.m. PST by calling X-XXX-XXX-XXXX or 24 hours a day via email [redacted]@playphone.com.

[redacted] understanding is greatly appreciated. Our support agents do have a limited view and we will take his concerns into consideration as we continuously improve our support tools.  We sympathize with [redacted] situation and appreciate his understanding of our paid services and how they commence.  We have made an exception in regards to his refund request and will be providing [redacted] with a full refund for services.  We will be sending a check to the address provided in this file. 
To help clarify and address [redacted] concerns, Playphone provides game store services which are independent of the [redacted] and Google Play store. Therefore the applications downloaded via our store will not show up in [redacted]. Upon commencement of the paid membership, the device holder would receive access to this paid game and a text message which includes the link to access the game store would be sent to the device. They would also have access to 3000 Playpoints which could be used to purchase games from our paid game selection.
We regret that [redacted] was unable to locate the text messages sent.  We have received confirmation from his carrier, [redacted], through logs which show that the messages were successfully sent and received by the device.  Playphone adheres to strict compliance regulations enforced by both CTIA and [redacted] to ensure that paid members are reminded of their memberships prior to renewal and informed when the membership renews. Playphone also adheres to the double opt-in process in which only the device holder can subscribe to any of our paid services.  This requires the device holder to accept the service through two opt-in screens before the paid service can commence. In the past we’ve found that the device owner may have left their phone unattended or may have allowed another individual to handle their device which may have led to an unintended paid membership.
In regards, to the refund this will be mailed out within the next 14 business days via [redacted].  Should [redacted] have any additional questions, please feel free to reach out to us via phone or email.
Best regards.
Playphone, Inc.

Thank you for bringing [redacted] concerns to our attention and regret not having the opportunity to help him directly. The mobile phone number, (801) 574-8225, was subscribed for the service after receiving a double-opt in authorization from the device holder on 11/07/[redacted].  We have...

terminated the service as of [redacted] and provided a refund for the last 90 days of service as permitted by [redacted].  This refund will appear as a credit on his [redacted] invoice within 1-2 billing cycles. We also placed his number on our block list to ensure that he will no longer accidentally sign up for paid services in the future.
 
The phone number associated with the charges participated in an offer for 3000 Playpoints per month.  Playpoints are PlayPhone’s universal virtual currency which can be used to purchase games or virtual items in thousands of popular games.  Paid membership can only be commenced via the requesting mobile device this ensures that only the device holder may initiate the membership.  Upon initiating the membership a welcome text message with information about the service including cancellation instructions are sent to the requesting device.  This ensures that the member is notified about the paid service and provided with all information necessary to manage their account.  A member can cancel the paid membership at any time by responding with the word STOP to our service reminder messages or by contacting PlayPhone or [redacted].  The service text messages contain information on how to contact PlayPhone, including our phone number, for assistance.  We have verified that our paid service welcome, renewal reminders, and renewal text messages were sent successfully to [redacted] device.  Attached you will find a file with the messages sent and  dates with times when these reminder text messages were sent to the device.
 
Once again, we truly appreciate the opportunity clarify any concerns and hope this information has been helpful.  Should he have any further questions we are here to help.  He can reach us Monday – Friday from 8:00 a.m. to 5:00 p.m. PST by calling 1-877-365-4646 or 24 hours a day via email [email protected].  He may also contact his provider [redacted].

Initial Business Response /* (1000, 22, 2015/06/08) */
Thank you for bringing Ms. [redacted]'s concerns to our attention. In order to proceed with the investigation, we require the phone number that was billed for paid services. We appreciate your cooperation and look forward to providing Ms. [redacted] with...

additional information.
Best regards,
[redacted]
Director, Client Services
Playphone, Inc.