Trion Worlds, Inc.

see attached

Initial Business Response /* (1000, 7, 2015/09/02) */
Trion Worlds, Inc. ("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r).
The consumer 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 scale. The game is governed by Trion's Terms of Use and EULA and consumers are made aware of the terms of these agreements prior to purchase.
Section 2 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 experience. Accounts are monitored continuously for botting and spamming behaviors via monitoring software and are banned if found to be using unauthorized third-party software.
However, the monitoring software does affect a small number of legitimate accounts. A small percentage of banned accounts have been previously compromised. These legitimate accounts are unbanned as quickly as possible. The consumer's account was erroneously banned and was restored on August 16, 2015. The consumer is encouraged to contact Trion's Customer Service team if any account items are missing.

Trion sincerely regrets any inconvenience experienced by the consumer. Players' comments and criticisms are welcomed, and Trion believes that such feedback is integral to ArcheAge's continued operation.

Initial Business Response /* (1000, 7, 2015/08/18) */
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 without notification and requests a...

refund for the charges made.

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 the terms of these agreements 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 upon the purchase of any subscription service and acceptance of the terms of the order, the player authorizes Trion to automatically charge the account for the applicable fees are charges. Specifically, Section 12(B) states that:

"If you have elected to purchase any Game, product, service (including any subscription service) and/or Virtual Items through Trion's commerce systems, upon your acceptance of these terms and submission of your order, you hereby agree that we have the right to automatically charge your credit card or debit your account for the applicable fees or charges, plus any applicable taxes we are required to collect, and you authorize us to do so."
In addition, the terms in Section 12(C) make players aware that if a subscription-based product is purchased, the player authorizes Trion to automatically charge the player's credit card each time the subscription comes up for renewal:
"If you have purchased a subscription-based product or service, each time your subscription comes up for renewal, we have the right to charge your credit card or debit your account the then-current renewal rate plus any applicable taxes we are required to collect, and you authorize us to do so."
Further, Section 12(C) of Trion's 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.g. charged 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.
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.
Players' comments and criticisms are welcomed, and Trion believes that such feedback is integral to ArcheAge's continued operation.

Initial Business Response /* (1000, 5, 2015/10/13) */
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 scale. The game is governed by Trion's Terms of Use and EULA and customers are made aware of this prior to purchase.
Section 2 of Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which every player must agree to, prohibits the use of any unauthorized third party software that modifies the game experience. Accounts are monitored continuously for botting and spamming behaviors via monitoring software and are banned if found to be using unauthorized third-party software. However, the monitoring software does affect a small number of legitimate accounts. These legitimate accounts are unbanned as quickly as possible.
The customer's account was erroneously banned and is in the process of being restored.
Trion sincerely regrets any inconvenience experienced by the customer. Players' comments and criticisms are welcomed, and Trion believes that such feedback is integral to ArcheAge's continued operation.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Trion removed the termination on my account after further investigation and found the ban to be un warrented

Initial Business Response /* (1000, 8, 2015/07/14) */
Trion's customer support records indicate that this customer has not attempted to contact customer support this year. That said, there was a known issue on June 24, 2015 regarding players who downloaded the game via Steam. This issue was...

resolved on on June 27, 2015, but requires players to re-download the game. Accordingly, if the customer has not already done so, we suggest re-downloading the game to see if the issue has been resolved.
Initial Consumer Rebuttal /* (3000, 10, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response for three major reasons. First, I did not download the game via Steam. I have dealt with Steam before and had I purchased it through them I would have gone directly to them for any issues with payment. I already used a portion of my metered internet in order to update the game, I do not think it should be necessary for me to download the entire client again based on an issue with a 3rd party software I did not even use. I purchased and downloaded directly from Trion, as also supported by the charge on my bank statement. Secondly, and most importantly, this is indicative of what my major issue was from the beginning. This is not a solution for me, and is really a generic answer. There is no mention of the details from the beginning point of my purchase. There is no acceptance of any responsibility as far as poor customer service and lack of timely communication. By stating I haven't tried to contact support this year sounds kind of curt and again offsets responsibility for this fiasco. Which leads to thirdly, I don't understand why it took a second reminder for a response to my complaint, never mind blatant disregard for any evens listed before 6.25.15. It indicates, again, that this is not taken seriously and there is no effort to provide any additional support or service to paying customers once Trion has received payment. I absolutely do not accept this response.
Final Business Response /* (4000, 12, 2015/08/06) */
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 server...
Trion is not liable for any delay or failure to perform resulting from any causes beyond its reasonable control. Further, 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.
Last, Trion's policy regarding refunds, found in Section 12(e) of Trion's Terms of Use (http://www.trionworlds.com/en/legal/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.
Notwithstanding the above, the player is encouraged to try and download the game again and report if he still has issues. Troubleshooting steps are found at the following link: https://support.trionworlds.com/hc/en-us/articles/XXXXXXXXX-General-Glyph-Troubl...⇄ /> Trion welcomes players' comments and criticisms, and believes that such feedback is integral to ArcheAge's continued operation.
Final Consumer Response /* (4200, 14, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the time and effort to copy from Trion's EULA. Yet again, after waiting until the very last day to have been replied to, I am disappointed by the lack of urgency in dealing with any of my complaints and the lack of ownership taken for the experience as a whole. There is still zero attention paid to any of the customer service issues and zero accountability for the interaction up until this far. This is entirely unacceptable.

Initial Business Response /* (1000, 5, 2016/01/21) */
Trion Worlds, Inc. ("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r).
The customer experienced issues with logging in via their IP address and requests resolution or a...

refund in the alternative. Due to numerous log-in failures within a thirty minute period, the account was automatically blocked. Trion's support team was contacted on January 18, 2016 regarding the log-in issue. Trion subsequently cleared the blocked IP address and initiated a password [redacted] for the customer. As of January 19, 2016, the customer has been able to login and play ArcheAge without issue.

Players' comments and criticisms are welcomed, and Trion believes that such feedback is integral to ArcheAge's continued operation.

Trion Worlds, Inc. (“Trion”) is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled [redacted]Age®. 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 scale. Trion’s Terms of Use ([redacted]), which all players must also acknowledge and agree to, makes clear that Trion may terminate a player’s account for any reason. Section 8 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 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. Once an account terminated, it is no longer billed.Further section 12 of Trion’s Terms of Use states that “[Any act] that Trion considers contrary to or inconsistent with the “spirit” of the Game” cannot “be construed as “fair” and are considered serious violations of [the] Terms of Use.” The player’s account was banned because he attempted to defraud Trion’s Customer Support, an act that is considered a serious violation of Trion’s Terms of Use.A small percentage of banned accounts are erroneously banned. These legitimate accounts are unbanned as quickly as possible. While this account was receiving goods from an alternate account using unauthorized bot software, Trion’s Customer Support team nevertheless decided to unban this account. The account was restored on May 19, 2017.Players’ comments and criticisms are welcomed, and Trion believes that such feedback is integral to [redacted]Age’s continued operation.

Complaint: [redacted]I am rejecting this response because:
TAKE CARE: "AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED"
TAKE CARE: "AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED"
TAKE CARE: "AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED"
Thank you for you helping again, my account is still activied, as you can see as the attachment.
According to the evidence I give , they have responsibility to refund my money and stop using the f[redacted]ing terms that never fit to my situation.
Sincerely,[redacted]

Initial Business Response /* (1000, 6, 2016/01/05) */
Trion Worlds, Inc. ("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled DevilianTM.
Consumer requests a refund and reversion of name changes due to an allegedly faulty name change service....


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 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 is not obligated to offer any refund for any reason and that Trion does not warrant that the game will be error free. Specifically:
Section 12(E) states that,
"YOU AGREE THAT TRION IS NOT REQUIRED TO PROVIDE A REFUND FOR ANY REASON"
Section 20 makes clear that,
"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 KIND... TRION 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..."
Notwithstanding the terms described above, Trion endeavors to ensure that customers have the best experience possible with its games. Customer was refunded the name change and credits they purchased to get the name change on December 31, 2015.
Trion sincerely regrets any inconvenience experienced by the customer. Trion welcomes players' comments and criticisms, and believes that such feedback is integral to Devilian's continued operation.

Trion Worlds, Inc. (“Trion”) is the authorized licensee and operator of massively multiplayer online games (MMO).
 
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 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 ([redacted]), which all players must also acknowledge and agree to, makes clear that Trion may terminate a player’s account for any reason. Section 8 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 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.
 
Section 2 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 experience.  Accounts are monitored continuously for botting and spamming behaviors via monitoring software and are banned if found to be using unauthorized third-party software. However, the monitoring software does affect a small number of legitimate accounts. A small percentage of banned accounts have been previously compromised. These legitimate accounts are unbanned as quickly as possible. The customer’s account was erroneously banned and was restored.
           
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.
 
Trion sincerely regrets any inconvenience experienced by the customer. Players’ comments and criticisms are welcomed, and Trion believes that such feedback is integral to our games’ operation.

Initial Business Response /* (1000, 7, 2015/07/14) */
Trion Worlds, Inc. ("Trion") is the authorized licensee and operator of the massively multiplayer online game (MMO) entitled ArcheAge.
The customer's account was banned and he requests that his account to be reinstated.
Section 2 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 experience.
One of Trion's Game Moderators (GM) witnessed Mr. [redacted]'s in-game character "botting," i.e. utilizing software to automatically play the game. The only way to "bot" in ArcheAge is by using unauthorized third party software. Accordingly, Trion was within its right to ban Mr. [redacted]'s account.
Initial Consumer Rebuttal /* (3000, 9, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never used any botting program and im certain any logs cant prove guilt.
All actions ever done on this acount was always done by real live human being.
Charges of third party program usage are false.
If gm written something to character that was online and didint get response it was becouse user of an account cant speak eanglish.(already told I have two accounts at home/work for me and my wife). If gm tried to comunicate with character
to check human presence user couldnt understand what it was about and probably ignored him or didint eaven noticed that in chat.A lot of people playing archeage cant speak english buissnes will ban em all?
The most shociking fact is that only accout that is paid with apex(ingame currency) was blocked.
I think its personal reavange for bad opinion posted by me on archage forum about very bad support after continuous game crashes after path.
Worst thing is that buissnes dont have any will to explain the problem but just cut out an innocent user from the game.
Final Business Response /* (4000, 11, 2015/08/06) */
Due to the reasons stated earlier, Trion cannot grant the consumer's request for access to his account.
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.
Trion welcomes players' comments and criticisms, and believes that such feedback is integral to ArcheAge's continued operation.
Final Consumer Response /* (4200, 13, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never used any third party programs.
Company banned me under false charges and you cant prove my guilt any way.
All corespondece I own is pure evidence of your lack of professionalism , bad relations with customer and low interesst in solving problem.
I had lost interest in your dying game.I will do my best to warn anyone I can how your service look like and how low your standarts are.
I consider you admit you banned me with out any reason and you are unable to prove any meaningful evidence of my guilt.

Trion regrets any inconvenience experienced by the customer. However, due to the reasons stated earlier, a refund will not be issued. That being said, Trion does value your feedback, and will address those concerns to the extent possible in future iterations of the game.

Section 2 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 experience.  Accounts are monitored continuously for botting and spamming behaviors via monitoring software and are banned if found to be using unauthorized third-party software. However, the monitoring software does affect a small number of legitimate accounts. A small percentage of banned accounts have been previously compromised. These legitimate accounts are unbanned as quickly as possible. The customer’s account was restored.
However, 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. 
Trion regrets any inconvenience that may have been experienced by the player.

Initial Business Response /* (1000, 5, 2015/07/21) */
Trion Worlds, Inc. ("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r).
The consumer requests closure of his account and to unsubscribe to future advertising...

e-mails.
Trion's Customer Service team has confirmed that the consumer's request will be processed shortly.

Players' comments and criticisms are welcomed, and Trion believes that such feedback is integral to ArcheAge's continued operation.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/10/21) */
Trion Worlds, Inc. ("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r).
The consumer complaint is with regard to the permanent banning of his account resultant from charge...

backs not initiated by him on 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 scale. The 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 time. Specifically, Section 8 of Trion's Terms of Use 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 YOU."

Notwithstanding the above terms, Trion has addressed consumer's complaint and initiated reactivation of his account on October 14, 2015.
Trion welcomes players' comments and criticisms, and believes that such feedback is integral to ArcheAge's continued operation.

Trion regrets any inconvenience experienced by the customer. However, due to the reasons stated earlier, the accounts will not be reinstated. That 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, 2015/08/20) */
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 and reasonable...

compensation.

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 may terminate a player's account for any reason. Section 8 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 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. Once an account terminated, it is no longer billed.
Use of unauthorized third-party software violates Trion's Terms of Use. Section 2 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 violated. Accounts are monitored continuously for botting and spamming behaviors via monitoring software and are banned if found to be using unauthorized third-party software. Trion's Customer Support team confirmed that the player was using unauthorized third party software and his account ban was not in error.
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.
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, 7, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Trion World's states they confirmed I was using unauthorized 3rd party software. I was not. They have provided no information to support their claim and have made these same mistakes repeatedly with other customers. They have had to allow players back in after realizing they falsely banned them. I know I didn't cheat and even left a voicemail with their customer service and received no response. Though their terms state they can cancel membership for any reason, they still stated the reason for my cancellation was cheating. If they are standing by this then they should have no problem providing specific details. If they are afraid to put in writing then I will accept a phone call explanation from a manager that is familiar with the details specific to my account.
Final Business Response /* (4000, 9, 2015/09/02) */
Trion Worlds, Inc. ("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO).
The customer's account was banned and he requests access to his account and 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 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 may terminate a player's account for any reason. Section 8 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 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. Once an account terminated, it is no longer billed.
Use of unauthorized third-party software violates Trion's Terms of Use. Section 2 of Trion's Terms of Use, strictly prohibits the use of any unauthorized third party software:
"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 violated. Accounts are monitored continuously for botting and spamming behaviors via monitoring software and are banned if found to be using unauthorized third-party software. Trion's Customer Support team confirmed that the player was using unauthorized third party software and his account ban was not in error.
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.
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 the game's continued operation.

Trion Worlds, Inc. (“Trion”) is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge®. The customer is unable to access his account and complains that his account 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 scale. The game is governed by Trion’s Terms of Use and [redacted] and customers are made aware of this prior to purchase. Trion’s Terms of Use ([redacted]), which all players must also acknowledge and agree to, makes clear that Trion may terminate a player’s account for any reason. Section 8 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 YOU. Accounts terminated by Trion for any type of abuse, including without limitation a violation of these Terms of Use or a Game [redacted], 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 [redacted].”These terms give Trion broad latitude to terminate any account, particularly where there has been a violation of the Terms of Use or [redacted]. Once an account terminated, it is no longer billed.Further, Section 7 of Trion’s Terms of Use prohibits the sale of virtual items outside of the game: “you may not sell Virtual Items for “real” money, or exchange such Virtual Items for value outside of the Game.”
Last, Section 12 of Trion’s Terms of Use states that “[Any act] that Trion considers contrary to or inconsistent with the “spirit” of the Game” cannot “be construed as “fair” and are considered serious violations of [the] Terms of Use.” Trafficking of virtual gold outside of the game an act that is considered a serious violation of Trion’s Terms of Use and as a result, the player’s account was permanently banned.
Players’ comments and criticisms are welcomed, and Trion believes that such feedback is integral to ArcheAge’s continued operation.

Trion Worlds, Inc. ("Trion") is the authorized licensee and operator of the massively multiplayer online game (MMO) entitled ArcheAge(r). The customer's account was banned and he requests either a refund or for his account to be reinstated.Section 2 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 experience. According to Trion's Customer Support team, the customer's account was banned because he used unauthorized third party software - his in-game character was found to be using speeding hacks. Due to the use of unauthorized third party software, the customer's account cannot be reinstated.In addition, 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.Trion welcomes players' comments and criticisms, and 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 [redacted], and find that this resolution is satisfactory to me. I no longer care about the money or the account. Sufficient time has passed and I have lost the land I owned. I no longer wish to play a game under this management or company. A permanent ban of a 1.5 year subscriber, $1250, on a suspected first offense is harsh. I have moved on to other games.Sincerely, [redacted]