Trion Worlds, Inc.

Initial Business Response /* (1000, 7, 2015/07/21) */
Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r)
The customer's account was banned and he requests access to his account
An MMO video game is one
that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleThe game is governed by Trion's Terms of Use and EULA and customers are made aware of this prior to purchase
Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must also acknowledge and agree to, makes clear that Trion may terminate a player's account for any reasonSection states that:
"TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOUAccounts terminated by Trion for any type of abuse, including without limitation a violation of these Terms of Use or a Game EULA, will not be reactivated for any reasonFor purposes of explanation and not limitation, most account suspensions, terminations and/or deletions are the result of violations of this Terms of Use or any applicable Game EULA."
These terms give Trion broad latitude to terminate any account, particularly where there has been a violation of the Terms of Use or EULAOnce an account terminated, it is no longer billed
Section of Trion's Terms of Use states that certain acts are considered cheating and a serious violations of the terms, including:
"Participation in any action that, in the sole and absolute opinion of Trion, results or may result in an authorized user of the Game being "scammed" or defrauded out of gold, weapons, armor or any other items that the user has earned or purchased through authorized game play in the Game..."
This term alerts consumers that use of the service and game is only granted so long as the terms are not violatedTrion's Customer Support team confirmed that the player received high value virtual items from hacked accounts in exchange for in game goldThis transaction is clearly in violation with the terms above
Due to the reasons stated above Trion cannot grant the consumer's request for access to his account
Players' comments and criticisms are welcomed, and Trion believes that such feedback is integral to ArcheAge's continued operation
Initial Consumer Rebuttal /* (3000, 9, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"Trion's Customer Support team confirmed that the player received high value virtual items from hacked accounts in exchange for in game gold"
That is exactly why I reached out, because what was stated there was so not true
I have never had any high value items that were not crafted by myself, please check the crafter's name of all the items I hadHow can I be accused of hacking items of my own?
The truth is, there was an event in game that each account could get one untradable charm that could be used to regrade all itemsI was paying everyone who is willing to use their charms on my weaponsHowever, since that charm is untradable, I had to trade them my items, wait for them to use their charm on my items, and then get it back
That is why they saw transactions between my account and some other so called 'hacked accounts'
I had purchased that charm from more than different accounts/players, how would I know if they were hacked or not?
All I did was purchasing charms from different playersIt was not my responsibility to check if those accounts/players were legitimate
I myself did not hack any accounts, or used any third party softwareThe customer service team had proof of my account doing anything wrongAll I did was "trading with illegal accounts", which was not my fault because no one is able to check if all the players one is doing trade with were legitimate or not
Plus, I gave them my items to other players and they used their charms on my items, they can check the log and find out me giving them items before I getting those items backIt is not like I was buying anything stolenThose items were mine even before I open trade with every and each of those 100+ charm sellers!
After I regrade all my items, I was bragging all my items in faction channel and some of my enemies in game reported me with screenshot of me 'WTS my own weapons and stuff'And they successfully got me banned
So technically I was banned for doing regular trade in game and bragging about my weapons
So please check it again, and please do not punish me simply because I traded with more than players, some of who happened to be hack users
Thank you
Final Business Response /* (4000, 11, 2015/08/18) */
Trion regrets any inconvenience experienced by the customerHowever, due to the reasons stated earlier, Trion cannot grant the consumer's request for access to his accountThat being said, Trion does value your feedback, and will address those concerns to the extent possible in future iterations of the game

Initial Business Response /* (1000, 5, 2015/08/27) */
Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r)
The consumer complains that a 10% marketplace discount was promised and not delivered, difficulty
accessing the game during the game's launch and that an announced server evolution will affect virtual items
An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleThe game is governed by Trion's Terms of Use and EULA and customers are made aware of this prior to purchaseAs with any MMO launch, ArcheAge has experienced some bugs and known issues, including long queues
Trion's EULA, which every person who plays ArcheAge must acknowledge and agree to, specifically states that Trion does not promise that the game will operate error-free, nor does Trion ensure access to the game at all times:
"Trion does not ensure continuous, error-free, secure or virus-free operation of the GameClient, the Game, Premium Content, your Account or continued operation or availability of any given serverTrion is not liable for any delay or failure to perform resulting from any causes beyond its reasonable controlFurther, Trion cannot and does not promise or ensure that you will be able to access the Game, Premium Content, and/or your Account whenever you want, and there may be extended periods of time when you cannot access the Game, Premium Content, and/or your Account."
These terms alert customers to the fact that it is customary to experience some bugs and server delays at times, and that these issues should be anticipated, particularly during the game's launch
In addition, Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must also acknowledge and agree to, makes clear that Trion retains the right to modify the gameSpecifically, Section of Trion's Terms of Use states that Trion retains the unfettered right to modify the game:
"You acknowledge that Trion has been, is, and will be constantly making changes to its Game(s)You further acknowledge that Trion can and will, in its discretion, modify features, functions or abilities of any element of any of its Game(s)..."
These terms give Trion broad latitude to make changes to the game, including changes to servers
Finally, Trion's policy regarding refunds, found in Section 12(e) of Trion's Terms of Use, specifically states that no refunds will be issued:
YOU AGREE THAT TRION IS NOT REQUIRED TO PROVIDE A REFUND FOR ANY REASON, AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED, WHETHER VOLUNTARILY OR INVOLUNTARILY
Accordingly, Trion is within its right to deny a refund or compensation
Notwithstanding the above, players have several choices, and may choose not to participate in the physical mergeHowever, for those players who do remain on a server and are involved in the merge process, virtual items can be packed up into the character's inventory to prevent destructionFurther, land owners will receive an additional compensation package
Players' comments and criticisms are welcomed, and Trion believes that such feedback is integral to ArcheAge's continued operation

Initial Business Response /* (1000, 6, 2015/12/21) */
Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r)
The customer's account was banned and he requests it be unbanned
An MMO video game is one that
can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleThe game is governed by Trion's Terms of Use and EULA and customers are made aware of this prior to purchase
Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must also acknowledge and agree to, makes clear that Trion may terminate a player's account for any reasonSection states that:
"TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOUAccounts terminated by Trion for any type of abuse, including without limitation a violation of these Terms of Use or a Game EULA, will not be reactivated for any reasonFor purposes of explanation and not limitation, most account suspensions, terminations and/or deletions are the result of violations of this Terms of Use or any applicable Game EULA."
These terms give Trion broad latitude to terminate any account, particularly where there has been a violation of the Terms of Use or EULA
Use of unauthorized third-party software violates Trion's Terms of UseSection of Trion's Terms of Use, strictly prohibits the use of any unauthorized third party software that modifies the game experience:
"You agree that you will not, under any circumstances use cheats, automation software (bots), hacks, modifications (mods) or any other unauthorized third-party software designed to modify the Game experience."
Accounts are monitored continuously for such behavior via monitoring software and are banned if found to be using unauthorized third-party softwareHowever, the monitoring software does affect a small number of legitimate accountsThese legitimate accounts are unbanned as quickly as possible
This players account was banned on December 7, and was unbanned on December 8, and is currently accessible to the player
Players' comments and criticisms are welcomed, and Trion believes that such feedback is integral to ArcheAge's continued operation
Initial Consumer Rebuttal /* (2000, 8, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Trion restored access to the game upon further review by senior staff and corrected the problem

Initial Business Response /* (1000, 5, 2015/10/01) */
Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r)
The consumer requests a refund for his subscription payment because of a server merger
An MMO
video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleThe game is governed by Trion's Terms of Use and EULA and customers are made aware of this prior to purchase
Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must also acknowledge and agree to, makes clear that Trion retains the right to modify the gameSpecifically, Section of Trion's Terms of Use states that Trion retains the unfettered right to modify the game:
"You acknowledge that Trion has been, is, and will be constantly making changes to its Game(s)You further acknowledge that Trion can and will, in its discretion, modify features, functions or abilities of any element of any of its Game(s)..."
These terms give Trion broad latitude to make changes to the game, including changes to servers
Finally, Trion's policy regarding refunds, found in Section 12(e) of Trion's Terms of Use, specifically states that no refunds will be issued:
YOU AGREE THAT TRION IS NOT REQUIRED TO PROVIDE A REFUND FOR ANY REASON, AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED, WHETHER VOLUNTARILY OR INVOLUNTARILY
Accordingly, Trion is within its right to deny a refund or compensation
Notwithstanding the above, with regard to the server evolution, players had several choices, including not to participate in the physical mergeIn order to minimize disruption for those players who do remain on a server and were involved in the merge process, virtual items were packed up into the character's inventory to prevent destructionFurther, land owners received an additional compensation package
Players' comments and criticisms are welcomed, and Trion believes that such feedback is integral to ArcheAge's continued operation
Initial Consumer Rebuttal /* (3000, 7, 2015/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What the Business Fails to mention is that they promised to have a launch time that was not held to forcing players to alter any plans they had made to "be home at the time on launch"They also fail to mention that their own login servers could not handle the demand at the time of said mergerPlease note that also in their agreement they also state they are not required to give a refund it does not state they will notTo have to go to this point over basically $is sadI requested, the refund and was out right told Sorry thank you for paying for a service that was not delivered as promisedand now they try and hide behind an agreement which in no way states they will not give a refund only that they are not REQUIRED to
This is a typical online scam from a gaming company not willing to consider their customer basethey do whatever they want, and we as consumers are supposed to just deal with it, even though they lied, failed to provide what was promised, as the " merger in the launch of the game was NEVER to be an option said by their Community Manager at the time on their public forumsThey Failed to follow their commitmentThis blatantly Stealing from their consumers
Players were given options, yet server transfer was start over in the game on a new server, no virtual land at all, Server merger was start over No land at all as well, unless you were one of the few
that was allowed to connect early and claim itNothing was done at the merger point to make it fair to any player/consumerThis being the reason I wanted a refund, they did nothing to Provide any fair chance or opportunity to all their consumers they forced into a merger they originally Said it would never happen at all
Also in the beginning they promised servers were monitored to make sure "faction balance" would be monitored (this promise from their CEO ***) Which was not done and the " server unbalance was one of the reasons the merger was said to have to take place
They Lied about what was to happen and lied as to what was promised Now hide behind an agreement which only states they are not required to give a refundMy account was never closed, as well as my account was at days remaining at the time of my first request for a refundwhich was at the day of a forced merger that was said to never happen by their team
I simply seek reimbursement for the fraud committed by Trion, the lies they gave to their consumers, as
well as the poor business practices they have performed in stealing from their consumers that were loyal to them for over a year
They "play comments are welcome" yet if you say something they dislike on their forums you get banned from them, or what you post gets deleted as quickly as possibleSo that statement is yet another lie from TrionAs for their statement of changes to servers, it does not say in anyway that a forced merger is such an act, in which that is not a change to a server it is forcing consumers to another server, They have the right to modify the game, Modification is similar to changing a color of something, not forcing consumers to start all over
All in all Nothing they have listed mentions that the promises made by their staff of never having server merges and being fair to their consumers on launch times and as it was called "land grab" Nothing is even mentioned about their staff being allowed to lie to the consumers to make them believe that they would have a fair and equal chance in any situation, only to find out all the consumers had worked for in a years time was taken away and a poor compensation package given, houses that had no land to be built on, tax certs which basically were good only if you had a house, Loyalty tokens to buy from their in game store, a couple titles to display in game, maybe some other useless itemsSorry I don't recall anything else if anything else was given
The point remains that they had told their consumers Mergers were not an option at the beginning, which they forced later on, They lied about launch times due to failures on their part, They Said servers were monitored, Which they obviously were not, Then in turn They were not able to give a fair chance to all their consumers because of poor prep on their behalf, not having good enough login serversThus Failing to provide even more of what was promised to their consumersWhether I receive the refund or not Trion Lies to their customers, commits out right Fraud only to protect themselves when they realize that their product is failing, forcing consumers to have to deal with whatever they feel like at the time
Final Business Response /* (4000, 9, 2015/10/23) */
Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r)
The consumer requests a refund for his subscription payment because of a server merger and alleges that promises with regards to such mergers were made and not honored
An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleThe game is governed by Trion's Terms of Use and EULA and customers are made aware of this prior to purchase
Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must also acknowledge and agree to, makes clear that Trion retains the right to modify the gameSpecifically, Section of Trion's Terms of Use states that Trion retains the unfettered right to modify the game:
"You acknowledge that Trion has been, is, and will be constantly making changes to its Game(s)You further acknowledge that Trion can and will, in its discretion, modify features, functions or abilities of any element of any of its Game(s)..."
These terms give Trion broad latitude to make the changes that were made during this customer's usage of the game
Furthermore, the Terms of Use clearly state that Trion does not warrant that game play in any waySpecifically, Section of the terms states,
"THE SITE, EACH GAME (INCLUDING GAME-RELATED VIRTUAL ITEMS, IF ANY) AND THE SERVICE ARE PROVIDED ON AN "AS IS" "AS AVAILABLE" BASIS FOR YOUR USE, WITHOUT WARRANTIES OF ANY KINDTRION DOES NOT WARRANT THAT THE SITE, YOUR ACCOUNT, A GAME (INCLUDING GAME-RELATED VIRTUAL ITEMS, IF ANY) OR THE SERVICE WILL BE AVAILABLE, UNINTERRUPTED OR ERROR-FREE, THAT DEFECTS WILL BE CORRECTED..."
As such, any errors, wait times, etcetera that were experienced by the customer, which unfortunate, were acknowledged as a possibility when the customer agreed to the Terms of Use
Finally, Trion's policy regarding refunds, found in Section 12(e) of Trion's Terms of Use, specifically states that no refunds need be issued,
"YOU AGREE THAT TRION IS NOT REQUIRED TO PROVIDE A REFUND FOR ANY REASON, AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED, WHETHER VOLUNTARILY OR INVOLUNTARILY."
On this basis, Trion is within its rights to refuse a refund
Notwithstanding the above, and in considerations of the fact that were some errors that did not allow many customers to connect and join the launch, customer had the options mentioned in our prior communicationFurther, subsequent to the server merger, the servers were rolled back and relaunched as soon as it was possible and a compensation package was made available for redemption to those who attempted to log in during the launch period and were unable to do soTrion endeavored to ensure customers have the best experience possible with its gamesThese options were and/or are available to the customer
Trion sincerely regrets any inconvenience experienced by the customerTrion welcomes players' comments and criticisms, and believes that such feedback is integral to ArcheAge's continued operation
Final Consumer Response /* (4200, 11, 2015/11/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In their attempt to hide behind a user agreement which states they are not required to give any reimbursement, and plainly does not state they will not, They continue to hide the fact that by their agreement states they can make changes and modify the service, it clearly on this case does NOT say forcing player to change onto another server hence changing the entire server which you would log into is more than a simple modification
Also, They still have not addressed the fact that their servers were to be monitored through out the game to ensure a merger would never happenThis statement from their own CEO ***As well they have not addressed the fact that Mergers at the launch of the game were to NEVER be a possibility due to the way the game and ownership of "virtual items" was laid outYet still the only reply to this situation is a user agreement which does not in anyway state they will not give a refund only that they are not required too
Sadly enough, this "company" Continues to lie and commit out right fraud towards their consumers through blatant lies coming from the leaders in their own company
This complaint was due to the FRAUD committed as to believing the virtual items I had acquired during my time playing would NEVER be an option to be taken away, only to be forced to lose everything because of the lies given by their leadersNow when a simple reimbursement of $is too much for them to handle we are forced to drag out this fight over it, seeing as though I was not even past the middle of the subscription at the time of requesting a refundBeing forced to lose all I had worked for in the virtual world, forced to login into a server which I originally did not agree to login onForced to start all over in a game which I had progressed to being within the top players
on their farming system scale
Trion, committed Fraud with not monitoring their servers, lied about launch times to have a fair chance for everyone, as well as not being prepared for their supposed merger since their login server was not any where near capable to handle what they had promised to their consumers
All in all Straight Fraud, theft, and lies Maybe that is their company motto, well at least it should be with how they treat their consumers
I simply wanted a refund at the beginning of this, and seeing how Trion hides behind an agreement and ignores the fact of the promises their company made to their consumers, I feel that even more theft of time and fraud continues to be committed from a supposed company that wants to hear from it's consumers

Trion regrets any inconvenience experienced by the customerHowever, due to the reasons stated earlier, the account will not be reinstated and a refund will not be issuedThat being said, Trion does value your feedback, and will address those concerns to the extent possible in future iterations of the game

Complaint: ***I am rejecting this response because: My account was unbanned few days ago when my membership service is expired, why I need to take the economic consequences for the company's mistakes? So trion worlds "mistaken" banned my account but refuse to refund my moneyThis is how a company earn money right? Sincerely,*** **

Initial Business Response /* (1000, 6, 2015/12/23) */
Trion Worlds, Inc("Trion") owns and operates the massively multiplayer online game RIFT(r)Each and every person that plays RIFT must acknowledge and agree to the both Trion's Terms of Use ("TOU") and End User License Agreement
("EULA")
Trion also operates the Official RIFT Community Forums (the "Forums")Users who subscribe to RIFT are granted access to the Forums, subject to the Official RIFT Community Code of Conduct (the "Code"), as well as to the TOUUsers can access the Forums to participate in discussions related to the gameAs Mr*** point out in his complaint, access to the game and Forums are subject to the Code and a naming policy in particular, which is further defined in Section 11.Aof Trion's TOU and more specifically stated in RIFT's Role Playing Naming Policies
Trion's TOU grants Trion broad discretion with respect to taking disciplinary action against a user:
TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOU
Thus, Trion may, in its sole discretion, take disciplinary action as it deems appropriate for violations to its TOU, EULA or the CodeDisciplinary action can range from a warning (which has no effect on a user's account), to an infraction, to a temporary suspension, to a permanent ban (terminating a user's account)The level of disciplinary action is directly proportional to the severity of the violationTypically, naming violations are considered a minor violation
It has come to Trion's attention that Mr*** has submitted in excess of five hundred (500+) support tickets over the past year, sixty (60) in the past month or so aloneMany of these tickets have identified player usernames which are non-compliant with the CodeAs Trion becomes aware of these violations, it has asked users to change their names so as to become compliant when they next lto their accountsAs such, turn-around time between when we request changed names and when they are completed may vary
Furthermore, Trion employs technology to detect non-complaint names and maintains personnel to assess non-complaint user names as they become aware of themGiven this vigilance, while Trion appreciates customer's reporting of non-compliant names, it is not necessary that he continue to do soWe encourage customer to focus on the game play and we will continue to detect non-compliant names, enforce the Code and improve measures to do so as well
Trion always endeavors to respond to its players' concerns and criticisms in a constructive manner
Initial Consumer Rebuttal /* (3000, 8, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If Trion actually responded to the tickets properly and implemented a system dissuading users from creating improper names on the roleplaying server, this would not be a problem that I have to keep reporting
Final Business Response /* (4000, 23, 2016/01/05) */
To reiterate, Trion has broad discretion with respect to taking disciplinary action against a userAs naming violation are considered a minor violation, they are prioritized accordinglyHowever, Trion employs technical procedures and maintains personnel to assess non-compliant names, though these processes are not infallibleWe encourage Mr*** to focus on his personal game play and allow Trion to take such steps as it deems necessary with regards to naming violations
Trion always endeavors to respond to its players' concerns and criticisms in a constructive manner
Final Consumer Response /* (4200, 25, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Trion is intentionally being lazy and biased against my reports of violationsAll of these reported names require correction

Initial Business Response /* (1000, 5, 2016/01/26) */
Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r)
The consumer complains that he is unable to utilize his patron pack options of owning a farm and house
as he is unable to locate any land for purchase in the game upon which to create themHe requested that he be transferred to another server in which land was available for purchase or, in the alternative, be given a refund
An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleThe game is governed by Trion's Terms of Use and *** and customers are made aware of this prior to purchase
Trion's Terms of Use (*** which all players must also acknowledge and agree to, makes clear that Trion does not guarantee the availability of any virtual item and is not required to issue any refundsSpecifically,
Section of Trion's Terms of Use states:
"You acknowledge that Trion has been, is, and will be constantly making changes to its Game(s)You further acknowledge that Trion can and will, in its discretion, modify features, functions or abilities of any element of any of its Game(s) or Virtual Items (which may, among other things, make the Virtual Items substantially more valuable, effective or functional, or less valuable, effective or functional, more common or less common, or eliminated entirely)."
Claiming land within the game is a part of the challenge and thus is not guaranteed in any wayPatron status only provides the advantage of being able to purchase land
Further, Trion's policy regarding refunds, found in Section 12(e) of Trion's Terms of Use, specifically states that no refunds will be issued:
YOU AGREE THAT TRION IS NOT REQUIRED TO PROVIDE A REFUND FOR ANY REASON, AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED, WHETHER VOLUNTARILY OR INVOLUNTARILY
With regard to the player's request that he be transferred to another server, Trion does not currently have the technical capabilities to transfer a player's characters to another server
Notwithstanding the above, our records indicate that the player was able to claim land within his current server on January 25, Should player have any remaining issues, Trion encourages player to contact us
Players' comments and criticisms are welcomed, and Trion believes that such feedback is integral to ArcheAge's continued operation
Initial Consumer Rebuttal /* (2000, 7, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/30) */
Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r)
The customer is unable to access his account and complains that the ban was in error
An MMO video
game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleThe game is governed by Trion's Terms of Use and EULA and customers are made aware of this prior to purchase
Section of Trion's Terms of Use, which every player must agree to, prohibits the use of any unauthorized third party software that modifies the game experienceAccounts are monitored continuously for botting and spamming behaviors via monitoring software and are banned if found to be using unauthorized third-party softwareHowever, the monitoring software does affect a small number of legitimate accountsA small percentage of banned accounts have been previously compromisedThese legitimate accounts are unbanned as quickly as possibleThe customer's account was erroneously banned and was restored on July 14,
Trion sincerely regrets any inconvenience experienced by the customerPlayers' comments and criticisms are welcomed, and Trion believes that such feedback is integral to ArcheAge's continued operation

Initial Business Response /* (1000, 5, 2015/09/08) */
Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r)
The consumer complains that his account automatically renewed despite cancelling his Patron
status
An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleThe game is governed by Trion's Terms of Use and EULA and customers are made aware of the terms of these agreements prior to purchase
Section 12(C) of Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), states that payments are processed made automatically until a player affirmatively cancels the subscription
"If you elect to purchase or subscribe to such products and/or services, you warrant that (i) you are the age of majority in your jurisdiction, or, if you are a minor, you have your parent's permission, (ii) your use of the particular credit card or other accepted method of payment is authorized, (iii) all information that you submit is true and accurate (including, without limitation, your credit card number and expiration date), and (iv) that payments will be processed automatically (e.gcharged to your credit card or debited from your account), unless and until you affirmatively cancel the subscription and/or your Account in accordance with its applicable terms."
In order to stop the automatic processing of a subscription, the player must affirmatively cancel it
The consumer did affirmatively cancel his subscriptionDespite this, the consumer was incorrectly charged for two automatic subscription paymentsTrion's Customer Service team refunded these charges and granted the player additional free patron time
Trion sincerely regrets any inconvenience experienced by the customerPlayers' comments and criticisms are welcomed, and Trion believes that such feedback is integral to ArcheAge's continued operation

Initial Business Response /* (1000, 6, 2015/10/13) */
Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r)
The consumer is complains that his character and account is no longer accessible and has received no
response to his inquiry as to the character's status
An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleThe game is governed by Trion's Terms of Use and EULA and customers are made aware of this prior to use
Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must also acknowledge and agree to, makes clear that Trion may suspend, modify or delete any account at any timeSpecifically, Section of Trion's Terms of Use states that:
"TRION MAY SUSPENT, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOU."
Notwithstanding the above terms, Trion's Customer Support team responded to the player's support ticket on October 6, Furthermore, the player's inability to access his character could be because it is on a different account and under a different email address
Trion welcomes players' comments and criticisms, and believes that such feedback is integral to ArcheAge's continued operation
Initial Consumer Rebuttal /* (2000, 8, 2015/10/19) */
Trion Finally got back to me todayIt turns out that I had another account on an email that I no longer useI just wish their response time had been better then I would have had this issue resolved long before I went to Revdex.com

Initial Business Response /* (1000, 6, 2016/01/08) */
Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r)
The player's account was banned and he requests that the account be unbanned and he be given access to
the account
An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleThe game is governed by Trion's Terms of Use and EULA and players are made aware of this prior to purchase
Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must also acknowledge and agree to, makes clear that Trion may terminate a player's account for any reason
Specifically, Section states that:
"TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOUAccounts terminated by Trion for any type of abuse, including without limitation a violation of these Terms of Use or a Game EULA, will not be reactivated for any reasonFor purposes of explanation and not limitation, most account suspensions, terminations and/or deletions are the result of violations of this Terms of Use or any applicable Game EULA."
These terms give Trion broad latitude to terminate any account, particularly where there has been a violation of the Terms of Use or EULA
Furthermore, Section makes clear that players have no ownership rights in their accounts
"NOTWITHSTANDING ANYTHING TO THE CONTRARY HEREIN, YOU ACKNOWLEDGE AND AGREE THAT YOU SHALL HAVE NO OWNERSHIP OR OTHER PROPERTY INTEREST IN ANY ACCOUNT STORED OR HOSTED ON THE TRION PLATFORM OR SERVERS, AND YOU FURTHER ACKNOWLEDGE AND AGREE THAT ALL RIGHTS IN AND TO SUCH ACCOUNTS ARE AND SHALL FOREVER BE OWNED BY AND INURE TO THE BENEFIT OF TRIONTrion does not recognize the transfer of AccountsYou may not purchase, sell, gift or trade any Account, or offer to purchase, sell, gift or trade any Account, and any such attempt shall be null and void."
Here, Trion has determined, on the basis of evidence including in-game messaging, account access and payments, that this player sold his account someone elseThis action is expressly prohibited by Trion's TermsAccordingly, Trion is within its right to refuse to unban the account
Due to the reasons stated above Trion shall not grant the player's request
Players' comments and criticisms are welcomed, and Trion believes that such feedback is integral to the game's continued operation

Complaint: ***I am rejecting this response because: This is a ripoff, the time the falsified "BOT" happened has not even arrived yetThe game in question that was reported "BOTTED" is not even the game in questionAlso the Game Manager, stated that I could always "BUY" another copy of the game and playYou state you do not want cheaters, but then you welcome me back "If I buy the Game again"????? Revdex.com this is a ripoff please do something about this!Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/05/19) */
Trion Worlds, Inc("Trion") owns and operates the massively multiplayer online game TROVE(r)
The consumer complains that his rights to access content for the game were revoked without cause and therefore requests a fifty-percent refund of
his investment in the game
An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleThe game is governed by Trion's Terms of Use and EULA and customers are made aware of this prior to purchase
Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must acknowledge and agree to, makes clear that Trion may terminate a player's account for any reasonSpecifically, Section states that:
"TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOUAccounts terminated by Trion for any type of abuse, including without limitation a violation of these Terms of Use or a Game EULA, will not be reactivated for any reasonFor purposes of explanation and not limitation, most account suspensions, terminations and/or deletions are the result of violations of this Terms of Use or any applicable Game EULA."
These terms give Trion broad latitude to terminate any account, particularly where there has been a violation of the Terms of Use or EULA
The majority of the consumer's investment was for additional features within the gameHowever, Section of Trion's Terms of Use, states that virtual items are licensed to a player on a limited basis and that license is governed by the terms of Trion's Terms of Use:
"You acknowledge and agree that all Virtual Items represent a limited license right as governed by the terms of this Agreement, and are not redeemable for any sum of money or monetary value from Trion at any time...Except for a limited, revocable, non-transferable license to use the Virtual Items in a Game, you have no ownership or property right in or title to such Virtual Items."
Players do not have ownership or other property interests in virtual items and a player who is banned will not have access to any virtual items associated with the banned account(s)
Further, Section of Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which each and every person who plays TROVE must acknowledge and agree to, states that:
"YOU ACKNOWLEDGE THAT THE VIRTUAL CURRENCY AND/OR VIRTUAL GOODS YOU ACQUIRE HAVE NO MONETARY VALUE AND CANNOT BE REDEEMED FOR MONEY, GOODS, OR OTHER ITEMS OF MONETARY VALUE."
The above terms make players aware of the fact that virtual goods in fact have no monetary value outside of the game
Last, Trion's policy regarding refunds, found in Section 12(E) of Trion's Terms of Use, specifically states that no refunds will be issued:
"YOU AGREE THAT TRION IS NOT REQUIRED TO PROVIDE A REFUND FOR ANY REASON, AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED, WHETHER VOLUNTARILY OR INVOLUNTARILY."
Accordingly, Trion is within its right to deny a refund
Players' comments and criticisms are welcomed, and Trion believes that such feedback is integral to TROVE's continued operation

Initial Business Response /* (1000, 5, 2015/10/27) */
Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r)
The consumer requests to unsubscribe from all future advertising e-mails from Trion Worlds
Trion's
Customer Service team has investigated the situation and consumer was unsubscribed from ArcheAge related emails after her email request received on October 22, However, she was still opted in to receiving emails related to another of Trion's online games entitled Trove(r)Trion has gone ahead and initiated the process of unsubscribing the consumer from that account as well
Players' comments and criticisms are welcomed, and Trion believes that such feedback is integral to ArcheAge's continued operation

Complaint: ***I am rejecting this response because:There is no proof given as to the offense statedI want to know when exactly this offense occurred (its a lie) and what exactly happened (not just: you botted account closed)Also why did the GM state to me that I could always "open a new account" If I was a botter, why would you want me in the game again? They are liars, they want to steal mine and my wife's account with time and additional money already tied up in it; Erase it, and make us start overCausing us to spend more money and time (which equals subscription @15$ a month) so basically hundreds of dollars gone no proof other than WE SAID SOThis has to stop! I feel this is criminal in nature and has to be against the law! Please Revdex.com make them give proof! (They will tell you they donr have to) or make them give back full amount of money spent on accountPlease!Sincerely,*** ***

Initial Business Response /* (1000, 7, 2015/10/08) */
Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r)
The customer's account was banned and he requests access to his account
An MMO video game is one
that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleThe game is governed by Trion's Terms of Use and EULA and customers are made aware of this prior to purchase
Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must also acknowledge and agree to, makes clear that Trion may terminate a player's account for any reasonSection states that:
"TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOUAccounts terminated by Trion for any type of abuse, including without limitation a violation of these Terms of Use or a Game EULA, will not be reactivated for any reasonFor purposes of explanation and not limitation, most account suspensions, terminations and/or deletions are the result of violations of this Terms of Use or any applicable Game EULA."
These terms give Trion broad latitude to terminate any account, particularly where there has been a violation of the Terms of Use or EULAOnce an account terminated, it is no longer billed
Use of unauthorized third-party software violates Trion's Terms of UseSection of Trion's Terms of Use, strictly prohibits the use of any unauthorized third party software that modifies the game experience:
"You agree that you will not, under any circumstances use cheats, automation software (bots), hacks, modifications (mods) or any other unauthorized third-party software designed to modify the Game experience."
This alerts consumers that use of the service and game is only granted so long as the terms are not violatedAccounts are monitored continuously for botting and spamming behaviors via monitoring software and are banned if found to be using unauthorized third-party softwareTrion's Customer Support team confirmed that the player was using unauthorized third party software and his account ban was not in error
Due to the reasons stated above Trion cannot grant the consumer's request for access to his account
Players' comments and criticisms are welcomed, and Trion believes that such feedback is integral to ArcheAge's continued operation

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** **

Initial Business Response /* (1000, 7, 2015/07/14) */
Trion's customer support department's records show that the customer added their credit card to their account on January 27th and setup a recurring subscription for ArcheAge. However, our our records do not show that the customer ever cancelled...

their payment method in February.

Initial Business Response /* (1000, 5, 2015/07/01) */
Trion Worlds, Inc. ("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r).
The consumer is complains that if the game servers are combined, he would lose virtual items. Upon...

requesting an improper refund from Paypal, the player's account was banned.

An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scale. The game is governed by Trion's Terms of Use and EULA and customers are made aware of this prior to purchase.
Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must also acknowledge and agree to, makes clear that Trion retains the right to modify the game. Specifically, Section 7 of Trion's Terms of Use states that Trion retains the unfettered right to modify the game:
"You acknowledge that Trion has been, is, and will be constantly making changes to its Game(s). You further acknowledge that Trion can and will, in its discretion, modify features, functions or abilities of any element of any of its Game(s)..."
These terms give Trion broad latitude to make changes to the game.
Further, Section 8 of Trion's Terms of Use states that Trion may terminate a player's account for any reason:

"TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOU. Accounts terminated by Trion for any type of abuse, including without limitation a violation of these Terms of Use or a Game EULA, will not be reactivated for any reason. For purposes of explanation and not limitation, most account suspensions, terminations and/or deletions are the result of violations of this Terms of Use or any applicable Game EULA."
These terms give Trion broad latitude to terminate any account, particularly where there has been a violation of the Terms of Use or EULA.
Finally, according to Section 12(D) of Trion's Terms of Use, virtual items are non-refundable and cannot be redeemed, "Purchases of Virtual Currency or Virtual Goods are non-refundable." Further, each player must acknowledge that "VIRTUAL CURRENCY AND/OR VIRTUAL GOODS YOU ACQUIRE HAVE NO MONETARY VALUE AND CANNOT BE REDEEMED FOR MONEY, GOODS, OR OTHER ITEMS OF MONETARY VALUE."
Accordingly, Trion is within its right to deny a refund.
Notwithstanding the above, the player did have the refund by Paypal reversed. As such, the player's account has been reinstated.
Trion welcomes players' comments and criticisms, and believes that such feedback is integral to ArcheAge's continued operation.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Even if the account was reinstated everything I paid for was lost because I was prevented from paying an in-game tax that needed me to log in. By banning me I was unable to log in and all my land was lost.
Final Business Response /* (4000, 9, 2015/07/21) */
Trion's policy regarding refunds, found in Section 12(e) of Trion's Terms of Use, specifically states that no refunds will be issued:
"YOU AGREE THAT TRION IS NOT REQUIRED TO PROVIDE A REFUND FOR ANY REASON, AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED, WHETHER VOLUNTARILY OR INVOLUNTARILY."
Accordingly, Trion is within its right to deny a refund or compensation.
Final Consumer Response /* (4200, 11, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The ban was unwarranted. By banning me I lost everything. By unbanning me nothing was resolved because everything was already lost.
By doing so I did not even get to use my prepaid time nor use the virtual items I paid for (which were all missing when I was unbanned).
Everything was lost without compensation and I was prevented from accessing the game to protect my losses.