Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been being charged for in-app purchases via the Apple App Store for a Jam City game for years without my consent or permission. I have removed the application from my phone and filed requests for refund and fraud/scam complaints with Apple regarding these unauthorized purchases. The charges have continued to accrue multiple times per month although the app is not installed on a device and has not been used.I believe that there is a fundamental flaw within the Jam City apps that is allowing them to steal money from untold numbers of smart phone users. Jam City's app is automatically charging customer accounts without a customer's acceptance or authorization for charges. Jam City's game has no option within the app that will allow you to stop charges. The directions that are in the app to discontinue your account with Jam City using the iPhone are not valid.As stated in its replies to previous complaints, Jam City attempts to avoid responsibility for this problem within their app by blaming the App Store or ******* However, after requesting refunds and reporting fraud/scam to the Apple App Store, apple has stated they are not responsible for fixing the problem and to seek resolution from the app developer.I will be filing a fraud claim against Jam City with my financial institution and consulting my attorney to attempt to collect for financial damages.

  Business Response

  Date: 01/23/2023

  Hello *******,
  
  I'm sorry to hear that you're having such difficulty with charges on your credit card. I can assure you that we are interested in helping you to get this resolved as quickly as possible. For charges that are processed through your Apple Store account, there is a limited amount of information that we have at Jam City regarding the charges. With that in mind, I'll provide additional information on how we'd recommend you proceed. You never mentioned what Jam City game this was happening with, so all of the information provided will generally apply to any mobile game.
  
  Based on what you've described, the most likely scenario would be that there is another device in your household that has access to your Apple Store account and the security feature to require a password or fingerprint for purchase authorizations has not been enabled. When you enter your credit card information into your Apple Store account, you are indeed providing authorization to make charges on your credit card for purchases via the App Store. When you contacted Apple support, they would have most likely provided you with instructions on how to enable the security feature to guard against unwanted purchases. If you haven't done this already, we would strongly encourage you to enable password or fingerprint authentication for purchases.
  
  Regarding your refund request, Apple is the merchant for all credit card transactions that take place through the App Store. Apple does not provide your credit card information to developers and is the final arbiter as to whether they will accept a refund for any purchases. If, on the other hand, you are missing items that you purchased through the App Store for a Jam City game, they are correct to refer you to us so that we can correct any purchase issues when it comes to missing items that you may have purchased from Jam City. Since it appears that you are looking for a refund in this case, only the Apple App Store support team can assist you with this as Jam City support staff do not have access to your credit card information, including any transaction information that you may be disputing.
  
  If you have any further questions regarding a Jam City game, our support team is available to assist you seven days a week and we'd be more than happy to help.
  
  Best regards,
  Jam City Player Experience Team

• Initial Complaint

  Date:01/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid 99 cents for a world drop ticket to further game progress and get an in game pack. They took my money and never gave me the ticket. ************ show I paid for the 99 cent ticket and show I did not receive them. Contacted support and they've ignored me
  

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 6, 2023/01/18) */
  Hello *****,
  
  Please accept my apologies for taking a bit longer to get back to your support ticket than we would have liked. Fortunately, it looks like one of our support staff has already responded to your support request and has been able to resolve the issue.
  
  To confirm, we respond to all support requests and will get back to you as quickly as possible.
  
  Best regards,
  Jam City Player Experience Team
  
  
  Consumer Response /* (2000, 7, 2023/01/16) */
  Resolved with the company.

• Initial Complaint

  Date:12/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spent around 15 real life dollars to buy "gems" to finish an event, only for them to take my gems and not let me finish the event. I would either like my real life money back or the gems they took from me.

  Business Response

  Date: 12/15/2022

  Hello **********,
  
  I'm sorry to hear that you've had difficulties with a Jam City game. You didn't mention what game it was that you had an issue with, but what you're describing sounds like you're referring to *********************** Hogwarts Mystery.
  
  I will deduce that you were playing through one of the "time limited side quests" (TLSQ) in Hogwarts Mystery. As the name suggests, these are optional quests that you can play through and there is a limited amount of time to complete them. There is no requirement to spend gems or money to complete the quests as they can all be completed through normal gameplay. Spending gems in game certainly can allow you to invest less time playing the event, but you will still have to complete the requisite steps for the ***** in the allotted amount of time, in order to complete the *****
  
  If you believe there was some technical issue that kept you from completing the ***** we'd be more than happy to look into this for you. You can reach our support team from directly within your game by selecting the gear icon and then select support. This will open the support request form and provide an option for you to include additional information that will help us better assist you. This will automatically send information about your game and device when you submit a ticket and will expedite the support process.
  
  I hope that this provides additional insight as to how TLSQs work and addresses your concerns. We would encourage you to reach out to our support team should you have any further questions and we are available seven days a week to provide assistance to our players.
  
  Best regards,
  Jam City Player Experience Team
  

• Initial Complaint

  Date:09/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good evening I have a phone on my account which my elderly mother uses somehow she's being charge by jam city company 21.76 a month. My mom lives on a fixed income and this is causing bounce checks. I'm asking someone at jam city to assist me on how I can remove this recurring charge monthly you can email me or call me at*************** please help me with this situation thank you kindly. I've tried calling and emailing google and get no help can you please help me
  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 8, 2022/10/05) */
  Hello **. *******,
  
  I'm sorry to hear that you're having trouble resolving an issue with credit card charges for a Jam City game. It appears that you contacted our support team for assistance at the same time you submitted your complaint with the BBB. One of our staff members has already reached out to you, via email, and is awaiting your response to our request for additional information.
  
  Since you've indicated that you've already reached out to Google, it sounds like you have an Android device. Just so you're aware, all credit card transactions for Jam City games are processed through the app store related to your device - the Google Play Store in your case. Since Jam City is not the merchant, we have no information about your credit card or the transaction and you will need to contact Google for any information related to your Google Account.
  
  Based on the information you've provided, it sounds like there has been a credit card associated with the Google Account on your mother's mobile device. When you add a credit card to your Google Account, you have the option to require a password or biometric identification in order to approve any purchases. I would strongly recommend that you enable this feature in order to limit the ability to make purchases on the mobile device.
  
  I hope that this provides the additional information you need to resolve your concerns and would encourage you to respond to our support team should you have any further questions.
  
  Best regards,
  Jam City Player Experience Team

• Initial Complaint

  Date:08/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have gotten 5 charges from Jam City. I have no idea how or why I was charged. I have attached proof of these charges. They were charged without permission or consent. Please refund and discontinue any future purchases.
  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/08/31) */
  Hello ******,
  
  I'm sorry to hear that you're having trouble resolving an issue with credit card charges for Jam City services. With the information provided, I'm not able to determine whether you've ever been in contact with our support team. Unfortunately, we don't have any additional information to investigate or review regarding your complaint.
  
  Since you don't know what the charges are for and have indicated that you didn't make them, the best course of action would be for you to contact your credit card company as your credit card may have been compromised.
  
  Just so you're aware, all credit card transactions for Jam City games are processed through the app store related to your device - the************ Store for Android devices or the****** App Store for ********* devices. Since Jam City is not the merchant, we have no information about your credit card or the transaction.
  
  Jam City does not have the necessary information to assist you so our recommendation would be that you follow-up with your credit card company or, depending on your device type, the *********** Store or the ***** App Store, for additional information.
  
  Best regards,
  Jam City Player Experience Team

• Initial Complaint

  Date:08/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Involves the companies phone app ************************** They advertised a************** Pass with an item that I desired. When I purchased the Pass solely for the item, I did not get the item. I went through their help and support and was told that the item should not have been there so I am not entitled to it. I went in looking specifically for this item as it was offered last month and made my purchase directly after seeing it was offered.
  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/08/31) */
  Hello *****,
  
  I'm sorry to hear that you weren't able to get a bundle item that you were looking to purchase. Based on what you've described, it sounds like you may have missed out on a limited time bundle offer.
  
  As I'm sure you're aware, our bundle offerings for ******************** are available for limited periods of time and the contents of those bundles are consistently updated with new game items. Once the bundles are updated with new contents, our support team no longer has the ability to grant items that are no longer available.
  
  In the future, if you happen to see items that you'd like to pick up, I'd encourage you to grab those bundles at the time you see them so that you don't miss out on any of the offers you want to make sure to get.
  
  Best regards,
  Jam City Player Experience Team