Complaint Review: iwin.com - San Francisco California

You also stated that you dont allow more than one username for one unique address, which is under your terms of service. So I assume that if you try to create more than one username per one email address that your system will block it. So therefore you should also block a credit card number from being used for 2 seperate accounts, because that is also under your terms of service. That is of course assuming that your system does block creating more than one username for one unique email address.

Wanted to add that the contact information filed in this report is incorrect.

For Billing issues:

45 Fremont St
San Francisco, CA, 94105-2221

Phone: 415-466-3570

Let me start by saying that this company did finally agree to reimburse me for the extra account. I had planned on posting on here that I was refunded when I actually saw the money back in my account as it has been posted on my bank statement.

I do appreciate the fact that they are giving me a refund, however they still insist that this whole thing is all my fault. It would not have been an issue if I would have been able to contact someone when I cancelled the account. They do not have the option to speak with a representative via telephone, so one would assume that they would be a little more thorough when it comes to account cancellations.

Regretfully I did not complain that I was being billed so many times, I just assumed it was some sort of scam since the charges were 2 weeks apart. Especially since they snuck in the membership fee along with the actual fee for the game. I did however ask that they stop charging my credit card in the original cancellation. Therefore I can only assume that they would stop billing the credit card that they billed for both accounts(the second account that I was not aware of at the time.)

I do know for sure that I did not authorize a charge for the username I used for the trial game, the email address I gave was just made up. That is why I created an account with my valid email address so I would actually recieve emails about my membership. I entered my credit card information one time only, and for one account.
 
I enjoyed very much playing the family feud game(gliches and all) and probably would have kept my membership, if in the beginning I wasn't double charged, and then when I realized there were still ongoing charges was treated very badly by the so called customer service department.

Like I said I do appreciate the refund, although I do not appreciate the way I was treated and dismissed time after time. Even when they finally offered to reimburse me because I persistantly contacted them reguarding the issue, they were very rude. They acted as if I were trying steal money from them, go figure. Even the rebuttal on here is a little rude.
I understand them speaking on behalf of the companies reputation, but it should not have been in a manner to insult my intelligence. This matter should have been resolved with my first email. I never used the account that was being billed all those months, that should have been taken into consideration.

My whole point in posting on this ripoff report site was fueled by my frustration from the lack of quality customer service. You need to get a phone, the emailing is extremely frustrating. Also I stated in one of my emails to iwin.com that I had already filed a report on this ripoff report site. That was over a month ago but your company is just now finding out that this was here?

As with any legitimate organization, iWin takes its reputation seriously and is naturally concerned about potential loss of new business or endangering the trust of our existing customer base because of reports such as this one. I was only made aware of this complaint today and am providing resolution notes.

The customer who filed the original report had registered for multiple subscription services from iWin quite some time before her first contact with iWin.  On 03/23/2011, she requested cancellation of services for a username which corresponded to the email address her support ticket was generated from.  We took prompt action and the active subscription was terminated.

Based on the information provided in that support ticket, our support team was unaware that she still had active subscriptions for "Family Feud Online Party" and "Club iWin" from an alternate email address and username she had registered for. Several months passed and when she contacted us, there was some back and forth between her and the agent the ticket was assigned to regarding 
the amount due her.  We feel that the amount she ultimately received in refunds was a very fair settlement based on the details of the case.

It is not in iWin's interests to have long-term subscribers who are unaware of their subscriber status.  For this reason, with each re-billing the subscriber is notified via email.  Our Terms of Service do specify our "one username per person" policy, one which is partially motivated to prevent unhappy circumstances like this one.  We also prevent users from creating multiple usernames from a unique email address for the same reason.

From a billing perspective, the best rule of thumb is to scrutinize your bank statements monthly.  If something doesn't look right, (or you're not familiar with us at all!) please provide in your support ticket with sufficient details regarding the charge (date, last four digits, etc) and we'll do our best to sort it out.  Oh, and one last thing:  The support ticket designation "bug" references software bug or system producing an unexpected result - this signifies that this customer's issue was being investigated while in that state and the term was not personally directed at her.

It's easy! Just talk to your financial institution and quit dicking around with these scumbags.

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So they sent me an email stating that they recieved my messages and understand that I am frustrated and offered to refund 1 more month. Are you kidding. I have spent the past three days emailing, researching, calling trying to get my point across and they refuse to call they just say this matter is closed in an email. Why do they refuse to speak with me? I am a humble person and if I thought that this was my mistake and that I accidentally created a second account, then I would leave it alone and take the 2 months refund that I had to drag out of them. I know I did not authorize them to bill a second account. This is so frustrating. I have worked several customer service jobs myself and every company I worked for never treated a customer this bad. I'm not even asking for the $2 bank fee every month that came with these charges I just want my approximately $100 or more refunded. This is not worth taking to court but to me it is worth all the time it takes to get my money they took. Also when I created a new ticket and submitted it they labeled it "bug ticket"????? I think they are in the process of blocking me.