- Report: #645543
Complaint Review: Zynga - Internet
Reported By:
Anon -
Louisville, Kentucky, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Zynga
Internet, United States of America
Phone:
Web:
www.zynga.com
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Zynga I purchased credits I could not use for Vampire because facebook required a mobile phone number to log in. I don't have a mobile phone. I requested a refund immediately as I could not use the credits Internet
here's email with Zynga billing dept.... gee, so pleasant! The entire conversation.. DO NOT GIVE THIS COMPANY any money ever. Start at the bottom and read up :).... you'll never see your money again...
| Hello Kelly, My name is Sam with Zynga Billing Support. We have reviewed your request more than once at this point. Your request for a charge reversal has been denied as per our Terms of Purchase. We have explained this to you on more than one occasion. Any further contact with Zynga regarding this issue will be set to solved without further communication to you. You will have to contact Facebook concerning your Facebook Account. Thank you for your patience. Kind regards, Samuel F. Zynga Customer Support | Response | ||
| 6112324 | 09/27/2010 08:21 AM | Hello Kelly, Kelly, it's Marianne again! I want to assure you that I have forwarded this ticket #100831-018655 to a higher level of Billing Support. I have escalated your Support Request to them for their review. You should be hearing from them soon. Thank you for your continued patience, Kelly. Have an excellent day! Kind regards, Marianne R. Zynga Billing Support | Response |
| 6112324 | 09/27/2010 07:25 AM | Yah, it does not work... when you click on that link, which I've done many times, it does nothing but flashes really fast and then you're at the same page. So, please, I cannot and have not used those credits, please refund my money or give me a telephone number so I can contact someone with authority. This is not right. You took 30 dollars that I entrusted I would be able to use and cannot use the credits, due to no fault of my own.... it would not make or break your company to refund me, it's 30 dollars that I am not able to use for a service you provided. I don't even want to play this game anymore after all the crazy stuff I've been through and I have a HUGE resentment that you are keeping my money against my will. If I USED the credits or could use the credits, I'd say ok, fair is fair, but I CANNOT use the credits! And I really dislike your company and refuse to play anymore Zynga games based on this horrible experience I've had with a company that keeps money when the person who chose to spend their money on a game cannot USE what they purchased. That's so wrong. | Customer Entry |
| 6112324 | 09/06/2010 01:00 PM | Hello Kelly, Kelly, my name is Marianne and I am a Zynga Billing Support agent. Thank you for your screenshot, Kelly. Under the Add your phone, just down a little left, there is a spot that states (or use a different verification method). If you press on that, you will be able to choose a different way to verify your account, so that you may play the game. If you have any other questions or concerns regarding this matter, please reply directly to this email. Thank you, Kelly. Have an excellent day! Kind regards, Marianne R. Zynga Customer Support | Response |
| 6112324 | 09/04/2010 02:13 PM | It doesn't state that in the terms and conditions.... it says no refunds except out Zynga's discretion... no where does it read absolutely NO REFUNDS for anything except when WE make a mistake... it says, no refunds unless we choose to give it back. Is there a phone number that I may call to speak to someone? I'd like to speak to a supervisor. Customer Support | Customer Entry |
| 6112324 | 09/04/2010 11:15 AM | Hello Kelly, Thank you for contacting Zynga. My name is Thomas, and I would be more than happy to assist you. I'm so sorry that you are going through this experience, and while Zynga takes all of your issues seriously, charge reversals are only available for billing errors on our part and unknown unauthorized charges. I completely understand your frustration in having technical issues within your game; however, we cannot issue a refund, as per our Terms of Purchase. For more information on our Terms of Purchase, please click on this link: http://zynga.custhelp.com/app/answers/detail/a_id/35 Kind regards, Thomas Zynga Customer Support | Response |
| 6112324 | 09/04/2010 06:43 AM | anyway, so this stupid Yahoo client won't let me save the screenshot by copy/paste .. I cannot see where to change this stupid stuff to html :) so I am sending the attachment.... it's in .png form. But there's nothing you can do. I actually got a reply from facebook... there answer was so sorry you cannot log into your acct .... and that was the extent of it. I would think you'd have good business practices and refund something I cannot use :(. It seems like the right thing to do. From: Zynga Customer Support To: [email protected] Sent: Fri, September 3, 2010 5:51:39 PM Subject: [Incident: 100831-018655] Reply from Zynga Customer Support ==================== application File Attachment ==================== attachment.png, 113863 bytes, added to incident | Customer Entry |
| 6112324 | 09/04/2010 06:28 AM | How silly are you people really? You work in the billing dept for a company that has a game on Facebook. How are you going to fix a problem with Facebook? YOU are not a tech support person for facebook and you cannot fix a situation where Facebook is asking me for a mobile phone number for identification purposes to use their website. HOW in god's name would you fix that? Look, I haven't used those credits, no where does it state in your terms and conditions that you would not refund if there was a situation that ever arose with facebook requesting a mobile phone number that you would deny a refund to a person who just created an account and could not use the credits they just purchased! This is all code we're talking about for a program! It isn't even like I put the dress on for a night and went out on the town and destroyed the thing, then tried to return it! And clearly, perhaps you should just be honest and up front with people when they decide to click that button to give you money for credits that says NEVER ASK FOR A REFUND, YOU WON'T GET IT! Just give me my money back! You know what? I'll just dispute this through my bank. Don't bother replying to this. Anyway, here's your lousy screenshot.. You can't fix this problem and I'd never be able to use your credits.... so thanks for stealing my money with your terms and conditions that do not even fall into my situation! [Incident: 100831-018655] Reply from Zynga Customer Support | Customer Entry |
| 6112324 | 09/03/2010 02:51 PM | Hello Kelly, Thanks for contacting Zynga Billing Support. My name is Reina with Zynga Customer Support, and I would be happy to help you today! I am so sorry you are experiencing this. But while Zynga takes billing issues seriously, refunds are only Issued for billing errors on our part and unknown unauthorized charges. I completely understand your frustration in having technical issues within your game; however, we cannot issue a refund, as per our Terms of Purchase. For more information on our Terms of Purchase, please click on this link: http://zynga.custhelp.com/app/answers/detail/a_id/35 Kind regards, Reina F. Zynga Customer Support | Response |
| 6112324 | 09/03/2010 03:57 AM | Zynga doesn't troubleshoot Facebook issues and if the tech has never even heard of the problem, HOW CAN HE FIX IT?! They're asking for a mobile phone number! Is he going to send me a fake mobile phone number to fix it??? Geesh! Let's get real with that one. I haven't even used those credits. You can check and you can also see I logged in and didn't even have time to do much... nor have I logged in since the character was created because I cannot access the facebook account. the only thing I see is this in the terms and conditions : All purchases of virtual currency or virtual items sold on our site are final. All virtual currency and virtual items are sold AS-IS with no warranties of any kind. No refunds will be given, "except in our sole and absolute discretion." Meaning you can give refunds back.... And you should. I am not asking for a refund on something I used and then decided I didn't want. I am asking for a refund on something I have NOT and CANNOT use at no fault of my own, in which I honestly believed I'd be able to use. Why would I just hand over $30.00 dollars to a company for something I didn't want? If I could have used them I would not be asking for a refund. Seems like the right thing to do, since I have not used and cannot use those credits is refund MY money back to me. | Customer Entry |
| 6112324 | 09/02/2010 02:02 PM | Hello Kelly, My name is Barbara and I am a Zynga Support Agent, I will be happy to assist you with your issue today. Kelly, the reason the previous agent was requesting a screen shot was to help you out with the issue about Facebook requesting a mobile phone number. I am sorry that we can not do a charge reversal, but if you look into the link attached below you will find the reason why. Answer Title: What are Zynga's Terms of Purchase? Answer Link: http://zynga.custhelp.com/app/answers/detail/a_id/35 If you would like assistance on get into your game and using the points you purchase please send a screen shot of Facebook asking for the information. If you have any other questions or issue please let me know so I can assist you further. Kind regards, Barbara Z. Zynga Customer Support | Response |
| 6112324 | 09/01/2010 06:13 PM | What do you need a screenshot for if you are denying me and what terms and conditions are you referring to? Let me see in your terms and conditions where you would refuse a chargeback for a service a client cannot USE due to FACEBOOK requesting a mobile phone number. I cannot USE a SERVICE I paid for in regards to NO FAULT OF MY OWN! Why in Gods name would I just GIVE you or hand over 4 hours of work in order to make the $30 for something that I cannot use! Good lord, where is your decency! If I just requested a refund and COULD use it, I could see refusing the refund, but I cannot USE IT. And obviously I paid for it with the desire to use credits I just bought thinking I'd be able to USE SOMETHING I PURCHASED. How can you deny this when I cannot use the credits! | Customer Entry |
| 6112324 | 09/01/2010 06:13 PM | Fine then I'll dispute this silliness with my bank... YOU will not STEAL my money! THIEFS | Customer Entry |
| 6112324 | 09/01/2010 04:55 AM | Hello Kelly, Thanks for contacting Zynga Customer Support. My name is Will and I would be happy to assist you today. I do apologize for the inconvenience that you are currently experiencing. We take charge reversals very seriously. Unfortunately we are unable to grant a charge reversal to you at this time due to our terms of purchase. However, I would greatly appreciate more information regarding Facebook requiring a mobile phone number. This is something that I have never run across before. Please include screen shots of what you are experiencing so that I might further assist you and get you back up and gaming again. Again I do apologize for the inconvenience that you are experiencing. I have provided you with a link on how to take screen shot for your convenience. Answer Title: How do I take a screen shot? Answer Link: http://zynga.custhelp.com/app/answers/detail/a_id/106 Kind regards, Will C. Zynga Customer Support | Response |
| 6112324 | 08/31/2010 11:59 PM | I spoke to a supervisor last friday in regards to a refund I requested. She politely informed me she'd send an email to billing and I HAVE NOT received any such email. I created an account for facebook to play vampire wars. I made my character and spent 30 dollars for points to use, however I cannot play Vampire wars because Facebook is requesting a mobile phone number and I do not own a mobile phone. I contacted facebook and no response. The supervisor told me I would not get a refund and I needed to contact Facebook because it's not Zynga's problem I cannot use my credits. However, I DID NOT pay Facebook 30 dollars for a service I cannot use. I paid ZYNGA the $30 dollars for a service I cannot use at NO FAULT OF MY OWN. I should not be out $30 dollars because the company I spent my hard earned money at will not refund me. This is not Facebook's responsibility, it's Zynga's since I paid YOU the money. Please refund my acct. |
1 Updates & Rebuttals
Joe
Austin,Texas,
U.S.A.
I HAD PROBLEMS WITH ZYGNA TOO
#2Consumer Comment
Sun, October 03, 2010
WHEN I HAD MY FACEBOOK PAGE, ZYNGA HAD A GAME I ENJOYED CALLED MAFIA WARS. I KEPT COMING BACK TO FACEBOOK JUST SO I COULD PLAY IT!ER MAFIAS.
I HAD A LOT OF COOL FRIENDS AND WE HAD A MAFIA AND WE FOUGHT OTHER MAFIAS AND HAD A LOY OF FUN.
WITHOUT WARNING, THE GAME WOULD CAUSE MY COMPUTER TO CRASH AND I FOUND MALWARE INSTALLED.
THEM , I WOULD LOG ON AND THERE WERE SO MANY ADS AT THE TOP OF THE PAGE ABOUT THEIR OTHER GAMES, I COULD NOT PLAY THE GAME. I WOULD TRY TO TURN THE PAGE AND GET GRAY SCREEN.
THEN THEY WOULD CHOP OFF THE BOTTOM OF THE GAME PAGE.
I E-MAILED THEM TO TELL THEM ABOUT THIS AND WAS TOLD TO GET A MAFIA WARS GIFT OR DEBIT CARD LIKE YOU SEE IN THE CONVENIENCE STORES AND MY PROBLEMS WOULD GO AWAY FOR $300.
THEY DEMANDED MY GOVERNMENT-ISSUED ID AND MY CELL PHONE NUMBER. I DID NOT REMEMBER THOSE BEING REQUIRED TO PLAY THE GAME WHEN I FIRST STARTED.
I THINK IT WAS EXTORTION, MAYBE IDENTITY THEFT ATTEMPT.
ONLY A FEW OF MY FRIENDS WERE HAVING THE PROBLEMS I WAS.
FACEBOOK SHUT DOWN THE TWO SITES FROM WHICH I PLAYED MAFIA WARS ANYWAY.
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