ComplaintsforIMVU
Online Gaming
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/28/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Dear Team, IMVU is an online game that allows ingame purchases.About *********************************************************************************************I have used this pass ever since. I had a dispute with them once over them suspending my account due to inactivity. When they finally (after about 6 months of argument) agreed to reinstate my account, they mentioned that it was not usually accepted for someone else to pay for the access pass but they would accept it this time. A few years later (about 6 months ago) they suddenly removed my access pass status and returned some credits in copensation. They insist that I must pay for my own Access Pass or verify my age. After much argument they have accepted that I am an adult, and that the pass can be purchased with the credit that they returned to me. But they wont do it. They argue around in circles and won't listen to logic, and now they refuse to answer me at all. I will not identify my credit card details to their app. Various friends have had their account hacked and had an awful time trying to contact them and reinstate their account and lost money on their cards. At first I only wanted them to reinstate my AP status, but now they have messed me about so much I want to claim money for the incnvenience and stress.Thank youInitial Complaint
02/26/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
IMVU is requiring users to provide a government-issue ID to prove your age for their services, however, that is a violation of Title 18, US Code Part I, Chapter 33, Section 701, and is subject to fine, imprisonment or both. It is also a really stupid idea with so many issues of identity fraud out there.I would like them to drop that requirement. They used to allow you to prove your age by using a credit card, that should be enough.Initial Complaint
01/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
This business has questionable practices. I paid for one month of an exclusive membership on their website and chose the option to NOT SAVE my credit card information for future purchases. This company blatantly ignores my MULTIPLE REQUESTS and attempts at removing card/payment information and tries to bill me DAILY or EVERY OTHER DAY. It is frustrating, as they make it very difficult to contact customer service, even their supposed "live agent". When you contact them via phone, you are met with an automated message, and then promptly hung-up on and dismissed without any resolution to the issue at hand. Multiple times, almost daily, I go to my account settings and request to delete/cancel payment information (via clicking a button), but it is always to no avail and the information remains there every time. This resembles fraudulent/scam like behavior, and I believe this company needs to be investigated. It seems as if they are trying to punish their users for a bad financial decision that they've made and that they're doing everything in their power to take money in the most scheming of ways by making many features of their website inaccessible, dysfunctional and by being negligent.Initial Complaint
12/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have been an user of ********************** since 2006, but for the last 8 months, I have spent over thousands of dollars, and I haven't been able to even enjoy the app, 3D chat, or anything due to an user that ********************** REFUSES to do something about. The user has been harassing, stalking, slandering, defame, attacking me, having her friends attack me, and the list goes on. I have filed many complaints with imvu, and their excuse is only to flag and report which my friends and I have been doing. I even went as far as talked to the police about the user. ********************** refuses to do anything about the user, but when I posted the truth, my post was removed, and this isn't the first time either. The user went as far as called me a ********* and in the user's words, "I love having *** with my family," which IMVU refused to do anything about it even after the post was flagged. IMVU even let the user break their terms of service too. IMVU lets the user to let her friends on her accounts which she has over 30 accounts to stalk and harass people. She posts on her feed and talk trash about everyone who she attacks, but yet, if I say something, I get a violation. Which is wrong. I even tried to stay offline to even switch accounts, but that user still stalks and harasses me, and if she doesn't, she sends her so called friends after me. She sent two of her friends to attack me on Discord just two days ago. I have contacted IMVU and Discord about it, which Discord is doing something about me getting attack, but all IMVU tells me is flag and report, and then they MIGHT do something. All the abuse from the user has caused my hair to fall out, loose weight, setting my ptsd off, and having serve depression. I have talked to different police which one did tell her to stop, but the user keeps going, and ********************** refuses to deal with her. Yet, they still take my money. How is that fair?Initial Complaint
12/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
imvu deleted my account saying they have proof im selling hacked accounts lol i have no clue how to hack its ridiculous so i asked for the proof i wanted to see it...im 100 percent there is no proof because i havent done it...this is the reply i got ...We are unable to give you proof or evidence due to security reasons. However, our specialists reviewed your account thoroughly before making this decision of permanently banning your account @Kazzi. This decision is final and can no longer be appealed.....i would like my account restored since there is no proof of any hacked account sales i really cant believe it...yet they invite me to create an account and start all over and spend more money ...providing screen shot........i dont have the money to start over i have alot invested on the account they tookInitial Complaint
11/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Imvu has took my account because they say DMCA takedown. Logo/trademark of something that was created 6 years ago on my account.I never received a warning. My account was automatically took after they told me to login my account to fix an issue. I was not given a chance to login my account within minutes it was banned. They said I had to show proof for something I created years ago. On top of my account getting banned there are plenty others online that has the same products but their account is still up and they have not been banned at all. I spent plenty money on my account and been with them for over 13 years never had my account banned until now. They are not trying to give my account back or takedown other creators account that has dcma products that need to be taken down in there shop.Initial Complaint
09/11/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I purchased VIP for $9.99 I was supposed to get the following 5k in credits and a room for 30 days. I got both BUT they banned me within 3 days of services, this method is considered fraud as I will not receive complete services when my ban is lifted. I was banned because some incel was in their feelings and decided to report me, I called IMVU **************** and they said my room description was inappropriate, mind you I have AP which is for 18+ Adults, Other room descriptions have the same, and if not more explicit tags and they never get banned, I am starting to think IMVU has favoritism, and they pick and choose who to ban. The lady I spoke with refused to give me a refund, I want her to tell me to my face that she will not give me back my money, I dare her. I know that getting a refund from PayPal will result in my account with ********************** being locked.Initial Complaint
08/24/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
7/27/2023 10:46 AM - I had one of my ** posts flagged by another user and taken down by **********************. It clearly states that you can post any ** item from the catalog because they have passed their peer review and received either a GA rating or an ** rating. I have been trying to work with their customer service department for a month now with no resolution. I've been a member for fifteen years and never had a post reported or removed. I want this violation/accusation removed from my account. If this item should not be GA, it is their error, not mine. I am going to include info on their TOS as well as pics of the items I am wearing in the post showing that they are rated GA. Items that are rated ** have a pink ** in the corner of the item and I will show you that as well by putting on an ** item and taking a photo. Also, I am including the public post that was made. You cannot publicly post ** items. It won't let you take photos in a public room and post it to your feed. You can see from my photo that I am in a public room, location at the bottom of photo, and it posted to the feed. More proof that it is a GA outfit. **************** refuses to listen to me and wants to accuse me of doing something wrong instead of taking the blame on themselves for approving something as GA that maybe shouldn't have been. I refuse to be put in violation of anything when they have something rated one way and then accuse me of doing something wrong. I did not go against anything and never have. The last photo that I am sending has the ** item. The nails that I am wearing are rated ** for some reason. You will see the pink ** square in the upper corner. Anything that is GA has nothing in the corner. I am also including the IMVU case notes.Initial Complaint
07/13/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have been trying to get my account back for months they keep telling me that they have reason to believe that the account is not mine but theyre not telling me what reason that they have. I have given them proof of credit cards ID and whatever else they ask for a birth date and they still not returned my account I have spent a lot of money on this game using gift cards, using my own card for years and I already sent them a message that if they do not return me my account, I would go to the Better Business Bureau and ask for a refund of everything that Ive purchased since they will not return me the account that I have paid for.Initial Complaint
07/11/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I bought 3 modsun songs under my male account in the imvu music store. All of the others that I bought to use in my 3d chat room work. 3 of them though do not. I started a support ticket with them and they keep replaying like a broken record by giving me instructions to clear my cache which i have, and basic instructions that would work if this was an account issue which it isnt. They basically are selling songs on their site and refusing to offer me a refund in credits for the 3 songs I paid for that don't work. I want the credits I spend returned to me for the 3 defective songs. Also the songs they sell may be violating copyright laws and need to be investigated.
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Customer Complaints Summary
62 total complaints in the last 3 years.
17 complaints closed in the last 12 months.