TimeKeep

Matter: Cancellation Request by *** *** Complaint ID ***
Dear *** ***,
As requested in the complaint, your membership to AwGame was cancelled effectively on September 30th No charges have been billed to your
accountPlease note that
our refund policy only allows for full refunds within days of the processed transaction date You will find attached hereto a copy of your account balance on this day For future reference to this complaint, the ticket ID assigned to your account is 2***
Customer service excellence is a priority for us and we hope that our response was able to address your concernsPlease do not hesitate to contact us, should you require any further assistance or have any questions
Yours truly,
Customer Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
They did not offer to refund any of the $760.05 they withdrew from my credit card without my authorization.
Regards,

Matter: Cancellation Request by [redacted] Complaint ID [redacted]  
Dear [redacted], 
Thank you for your recent response.
Please be advised that the Support page Question and Answers section of the site clearly states:
" the 5-Day trial, when offered, gives you free access to our Premium services for five days. To avoid service interruptions, your trial membership automatically renews as a monthly Premium membership unless cancelled before the trial expires".  
As your membership was not cancelled during the 5-day trial period it was automatically renewed.  Please also be advised that you have been an active customer of this site since 2012. As previously communicated to you, our company policy only considers refunds which fall within 120 days of the last transaction date.
Customer service excellence is a priority for us and we hope that our response was able to address your concerns. Please do not hesitate to contact us, should you require any further assistance or have any questions.
Yours truly,

Review: This company offered a free trial period which they hide the fact they will then revert your to an expensive monthly fee. Impossible to get refunded unless you pay another fee.Desired Settlement: I would like to be refunded for a June 7th charge of $39.99

Business

Response:

[redacted]

We are having trouble finding your account

information. We want to resolve your inquiry in the shortest possible delay. We

first need to be provided with some additional information in order to retrieve

your account.

Normally all we would need is 1 or 2 of the

following information. Of course the more information we are given the easier

it will be to find your account.

Information which can help us find your account is:

- a reference number or ticket number previously used

- Your first and last name

- Another email address you may registered with

- Name of the site seen on your credit card

statement

- First 6 digits last 4 digits of your credit card

- First and last name of other authorized card

users who have access to your card

Looking forward to your response,

Best Regards,

Support Team

Review: My daughter wanted to download a free version of minecraft and found a 5 day FREE trial on LimbGame.net. In order to obtain the free trial they needed a credit card so I provided my information. The same night I received an email alert from my credit card stating that a $1.00 dollar charge showed up on my credit card from LimbGame.net. I immediately called the credit card company to notify them that I did not authorize the $1.00 charge. I then went back to their website and noticed that I would be automatically charged $39.99 a month on my credit card after the FREE (not really) membership expired after 5 days. I then noticed that in order to cancel the free membership and move to the top of their cancellation list I would be charged another $.99 cents, so I called their support number and asked them to cancel my membership immediately and send me a email confirmation. I'm still waiting to see if they try to authorize more charges on my card. After looking up the track record online of this unscrupulous company I found that the Consumer Protection Agency lists 34 million dollars worth of charges that were disputed. This company needs to be thoroughly investigated and either cleaned up or shut down.Bottom line- LimbGame.net should be ashamed of themselves for lying about FREE memberships and taking advantage of people's good nature and trust! I am cancelling my credit card and getting a new one issued, which will be more hassle. I would suggest anyone who has ever given this company their credit card information to do the same.Desired Settlement: Revise your website to state that your 5 day trial requires a $1.00 credit card authorization, so it is not FREE. In reality, I think you are doing this to make sure it works so you can start charging parents $39.99 a month when parents forget to cancel (and pay their .99 cents to cancel) prior to the end of the 5 day trial.

Business

Response:

[redacted]

Please not that your account was never charged and the 1$ was only an authorization amount which was released after a few days or the original transaction on September 27, 2013.

Our customer support agents are trained to explain that this transaction is only for credit card validation reasons. It normally shows up on a credit card or bank statement as a pending transaction but then is released. Depending on the bank at times the money is removed but then promptly put back.

If you have additional concerns on the matter we will be glad to look into this for you further. In the unlikely case that this was a technical problem we will look into this case if you can provide us with a sample of the transaction history during this time period. Your reference number for this complaint is [redacted]

Thank you for allowing us the time to respond to your complaint. If you have any questions or comments feel free to contact us at toll free [redacted] or reply to this complaint.

Regards,

Support Team

Review: I discovered today 12/02/2013 that this company has been fraudulently charging my debit card since 12/2012. I contacted them about a charge and found out that someone used my card information their name and their email address and was able to sign up for a trial period that they never cancelled and services they never used. This was an account I had set up for my 4 year old daughters future and they have taken over $400! and will only return 4 months of $39.95 per month charges which is about $120.00!! When I asked if it was legal the customer service rep and the supervisor became very rude, I asked for the number to corp and the name of the CEO or Owner I was given the name of [redacted] and when I asked her to spell it I was told spell it how it sounds (i'm not sure if i've spelled it correctly). I was given a different address and phone number I actually had to do a search and get Timekeep LLC's name because I was given a totally different name and address!!Desired Settlement: I just want back the money charged to my account to be replaced

Business

Response:

[redacted]

We are having trouble finding your account information. We want to resolve your inquiry in the shortest possible delay. We first need to be provided with some additional information in order to retrieve your account. Normally all we would need is 1 or 2 of the following information. Of course the more information we are given the easier it will be to find your account.

Information which can help us find your account is:

- a reference number or ticket number previously used

- Another email address you may registered with

- Name of the site seen on your credit card statement

- First 6 digits last 4 digits of your credit card

- First and last name of other authorized card users who have access to your card

Looking forward to your response,

Best Regards,

Support Team

Review: I signed up for a free trial period, after which or during you could decided to be a full paying member.I never signed up for membershipI never agreed to being a full paying member yet they signed me up for it and began charging my credit card monthlyBefore I knew it they have racked up a bill of over $900.00P.SThere is no clause that says you will automatically be signed up.Desired Settlement: They only refunded the last four months but I am still out $
Business
Response:
Matter: Cancellation Request by [redacted] Complaint ID [redacted]
Dear [redacted],
As requested in the complaint, your membership to AwGame was cancelled effectively on September 30th No charges have been billed to your accountPlease note that
our refund policy only allows for full refunds within days of the processed transaction dateYou will find attached hereto a copy of your account balance on this dayFor future reference to this complaint, the ticket ID assigned to your account is 2[redacted]
Customer service excellence is a priority for us and we hope that our response was able to address your concernsPlease do not hesitate to contact us, should you require any further assistance or have any questions
Yours truly,
Customer Support
Consumer
Response: