WildTangent Inc

Hello,Thank you for contacting WildTangentThe complainant has sent three requests for assistance to our Customer Support department over the past yearIn each of those it has been established that the complainant has been unable to download and install games from our service to play free
sessionsThis complainant has not made any purchases at this time. WildTangent Customer Support has instructed the customer that they will need to adjust certain settings on the computer, and have a strong internet connection to use our serviceIf the complainant would like to purchase games from our service on backup disc, they can do so at an additional costThis is explained on our websiteWildTangent is an online game company, and our games and our Customer Support are both available hours a day via an internet connection. Thank you,AmandaWildTangent Customer Support, Manager

Hello,WildTangent is an online game publisherWe have 1million visitors to our service weekly and are accessible worldwideAll transactions are made onlineCustomer Support is available via email during standard Business Hours (PDT). This individual contacted WildTangent Customer Support on
Feb 09:am and Feb 07:am stating they had seen unauthorized charges on their credit card with a line item listing WildTangent. On Feb 08:am WildTangent Customer Support responded via email requesting the last digits and expiration month/year of the card chargedThat information is required to locate purchases made with WildTangent. The individual replied at Feb 08:am. WildTangent replied to the individual Feb 03:pm to inform them that we located a fraudulent account that had used the individual's credit cardMultiple cards were used on this account, and WildTangnt issued refunds for all - which included the two $transactions from this individualWildTangent informed the individual that refunds are processed immediately in our systemAnd that the individual should contact the credit card company to let them know the card was used without authorization. The individual requested a refund of a "fee" that was assessed by the credit card companyWildTangent did not charge this fee and does not refund charges from other originatorsThis was explained to the individual, who then requested contact information for the WildTangent legal department, and mentioned suing WildTangent for damages and fees assessed by the credit card companyWildTangent informed the individual "WildTangent is an online game companyYour credit card was used without your authorizationWhat I can tell you is that the originating IP address was from the United StatesYour bank can assist you with any and all fees that they, the bank, charged you, as it relates to this fraudulent transaction." WildTangent considers this matter resolved in a prompt and acceptable manner. Thank you,Amanda F.Manager, WildTangent Customer Support

Hello,I am sorry for all the technical woes the complainant has experienced when trying to play games through our games applicationI have read through the lengthy history of our trouble-shooting suggestions to help resolve these issuesUnfortunately, there are many interconnected technical
programs that are contributing to this situationFirst, the complainant is using the Vista operating systemThis is on older operating system and as software - like our games application - is updated to work with current operating systems, older operating systems, like Vista, may experience problemsNext, the Web browser and Flash versions need to be up-to-date for our games application to work properlyAlso, the security software, firewalls and other third-party software that controls downloads and installations may block the WildTangent games application and games, even though it it 100% safeFinally, as games become older, they may not work given the complexity of all the interconnected programs and technologies. As a rule, we do not suggest that customers buy a new computer to resolve technical issuesHowever, I have no reason to believe that if the complainant had a new computer - with a modern operating system and security software - that there would be any problems going forwardAgain, it is our policy not to suggest that customers buy a new computer, but I would expect this would resolve the technical issues the complainant is experiencing. The complainant purchased these games in and we are not able to issue refunds for games purchased so long agoHowever, I have added WildCoins to the customer's account, which can be used to purchase or more games, once she is able to install the WildTangent Games Application. Again, I am truly sorry for the frustrations the complainant has had with our games applicationI hope she is able to remedy these issues soon and get back to playing!Best regards,Bobby C**WildTangent Customer Support

Hello,I appreciate and understand the complainant's frustrationsI am sorry for the on-going grief this has caused herThe WildTangent Games Application - and games within the application - require inter-connected programs and applications to run effectivelyThese programs and applications include the computer's operating system, web browser and security software, as well as other settings such as monitor DPI and screen resolutionWhen computer software or system configuration is changed or updated, it can cause problems with either the games application or specific games within the applicationWe test our application and games extensively to ensure they work properlyHowever, this doesn't ensure that our application and games will work on all computers, indefinitely. As noted previously, we have credited the complainant with WildCoins, which can be used to buy regular priced games, with WildCoins left over to rent or buy other gamesAs the game were purchased over years ago, they are not eligible for a refund. Again, I apologize for all the frustration the complainant has experience with these issues. Warm regards,Bobby C. WildTangent Customer Support

Hello,
WildTangent has reviewed all complainant correspondence, phone calls, and account history regarding *** *** - account ***Complainant is a customer of WildTangent, and has use our service since
On July 1, the complainant purchased
two items; when doing so they selected the cash purchase optionCharges of this nature can only be processed when authorized by the customer logging into their account and selecting the cash purchase optionThey can also remove that option and purchase items from WildTangent using "WildCoins"They must make that selection at the time of purchaseThe complainant selected the cash purchase option, for two purchasesThe complainant contacted WildTangent Customer Support on the phone on 7/8/and as an exception to our refund policy WildTangent immediately issued refunds for purchases made by the complainant in errorComplainant called again on 7/11/2016, and was again informed that the two charges were refunded ($each) and that any overdraft charges assessed were between the complainant and their bankThe complainant authorized the purchases, whether in error or not, and is responsible for any charges assessed by their bank.Thank you,WildTangent Customer Support

Hello from WildTangent,I have reviewed the complainant's contacts and account details. While there was a slight delay in replying to his email, we did reply back to him yesterday (6/11) at approximately 2:00pm Pacific Time. In our email response, we verified that we have cancelled the recurring...

subscription and refunded his purchase of $9.99 in full. I apologize for the delay in replying to the complainant's initial email and am happy to report that this has been resolved. Best regards,[redacted] WildTangent Customer Support

Complaint: [redacted]I am rejecting this response because: As I stated to Mr C** in a snail mail letter I sent him, it involves my incurring further expense to get someone to do these updates, and I doubt it will work!I also am afraid that my 15 games from ANOTHER company that STILL PLAY with my "outdated operating system" won't!So I have decided to continue to play the 15 games that work, and take the loss for these 4 that don't.Furthermore, why should I be responsible for this expense? I bought these games with this operating system and had no idea they would not continue to play for the duration.Does this mean the operating system that STILL plays my other games may be "updated" in the future resulting in the loss of their use also?If that happens THEN I will be FORCED to try their "solution".Until then, I am cutting my "losses" (so to speak).As far as the length of time since I purchased them, it should NOT matter! I can't play them and can't spend the money for these "updates", so refund my money for your "guaranteed" games! Sincerely,[redacted]

Hello,Thank you for contacting WildTangent Customer Support. The charges the Complainant are referencing were valid monthly charges for our service. It appears that the Complainant created a second account, enrolled in a second monthly plan. Monthly Plans can only be originated by a customer; online...

and with a valid form of payment. 
The Complainant contacted WildTangent about the two charges, and they were explained. WildTangent also assisted Complainant by canceling the two monthly plans so that the Complainant would not be charged moving forward.  [redacted]@yahoo.com account: When purchasing House of 1000 Doors: Serpent Flame Collector's Edition on September 20, 2016, the 50 WildCoins Monthly Plan was selected. With this selection, the Complainant received the game for free, and 50 WildCoins were added to the account. With a WildCoins plan, we add 50 WildCoins to your accounts each month for $9.99 USD.[redacted]@yahoo.com account: When purchasing the Mysterious Investigations 2 in 1 Pack on August 29, 2016, the 50 WildCoins Monthly Plan was selected. With this selection, the Complainant received the games for free, and 50 WildCoins were added to the account. With a WildCoins plan, we add 50 WildCoins to your accounts each month for $9.99 USD.Per the Complainant's request, WildTangent cancelled the monthly WildCoins Plans. The final charges occurred on October 29, 2016 and November 20, 2016. All games and WildCoins purchases are available for the Complaintant to use and keep. As WildCoins Plans can be canceled at any time online, they are non-refundable. Our refund policy can be reviewed here: https://support.wildtangent.com/hc/articles/200326376Thank you,AmandaWildTangent Customer Support

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: like I stated before, I CAN'T do the required updates. The 50 wild coins is a worthless gesture as I can't access your app to USE them! I never would have purchased ANY games if I had known this could happen. And I certainly would have purchased the cd of each game if I had known I NEEDED to! I can play one of the 4 games b/c I DID purchase a cd of that game.I guess I can't purchase cd's for the other 3 games now. A refund is not possible so I guess purchasing the cd's is not a possibility either.If you truly "appreciated" my frustration, you would let me purchase the cd's. Sincerely,[redacted]

Hello from WildTangent,I am sorry for any frustration you've had with your purchase of "Encore" FATE from [redacted]. As you made this purchase from a retail store - and not directly from WildTangent - we are not able to refund your purchase or provide customer support for that purchase. On the...

[redacted] website, they provide a link for support for purchases of this CD, which is provided by [redacted]. The link is: http://support.[redacted].com/. Again, I am sorry for any confusion or frustration over your purchase of FATE. Please follow up directly with [redacted], by taking the disc back to your local store, or with [redacted] using the link provided. Best regards,Bobby C. WildTangent Customer Support

Complaint: [redacted]I am rejecting this response because:
what is the point of purchasing games, in which , I am not even able to fully download just 2 games for a trial period?
over the last yr, I have tried many times in downloading the games,after downloading their software. their software downloads easily,and generally  within approx 3 mins, but when it comes to their installer, it does not completely download the games. 
while I am interested in many different games of theirs, the problem is this company is not taking  seriously that the installer with their software does not download their games.
I have a up-to-date computer, having an i7 processor,32 gb of ram , with 2 ssd -960 gb plenty of space. I am very familar with computers, but , their representive[s] are not taking it seriously I am not able to dl the trial game,so if I cant dl even two games, why should I pay them , knowing I will not get the game?from looking at this, I had a friend familar with computer issues say recently they think that the internet connection is not steady nor fast enough to dl these games.
while I am still interested,this company needs to be flexible , and put this on disc. in addition to this, I am in the process of moving,and where I will be living has a less of a stable internet connection....being very slow on a wireless connection ,while I cant give an exact date , it is my plan to move hopefully within the next 30 days max. ,while I am willing to pay thru paypal, I must have some cooperation from the companys' end. I feel I am truly trying to be very nice,by trying to work this out...for the period I have.alot of people would have given up by now....I have tried everything I can think of. 
hopefully, this company  will be willing to be flexible.if I had any other way of doing this, I would. it is not about being mean,rude, etc. 
all I wanted to do is purchase the games,and hopefully the company will appreciate my dedication in wishing to purchase the game[s] I am interested in. please consider what I am saying. I have tried over and over again to dl the games, and on their own website,they have stated if the internet connection is not steady enough, they would provide disc. 
I do believe I would qualify for this, so I am asking for dialogue for these discs.
 
 
Sincerely,[redacted]