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:11/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am a paying user of the mobile game **********************. Since June 2024, I have been subscribed to their Premium plan ($20) and have purchased a weekly Trade Boost since April 2025 ($3.99) consistently. I have spent significant time and money on this game, maintaining a nearly 500-day activity streak and earning invaluable songs through legitimate gameplay and ********* October 2025, my account was permanently banned for *** trading (real-life trading) under the claim that I received x amount of coins from a coin-selling account. This claim is false. I have never purchased or sold in-game currency on **** or any other third-party platform. I have provided the developer with screenshots and screen recordings from my **** account as well as bank account showing no such activity.Additionally, I sent screenshots documenting my coin growth over several months, which clearly show consistent, organic progression not a sudden increase that would indicate an unauthorized transaction. Despite providing this information, the company has ignored multiple emails over several days and has not responded or provided any transaction logs or proof of the alleged infraction.Because I have been locked out of my account, I no longer have access to the paid Premium features or Trade Boosts that I have already paid for. This constitutes failure to deliver paid services and a lack of transparency regarding their account enforcement process.I am requesting the following:1.A full review of my account and the evidence I provided.2.Either reinstatement of my account or a refund for the paid subscriptions and purchases made since June ******.A written explanation of what evidence was used to justify my ban.I have made multiple good-faith attempts to resolve this directly with Soundmap but have not received any acknowledgement or resolution.

• Initial Complaint

  Date:10/28/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 was falsely banned from this game for API access for using a paid feature locked behind a subscription service for $2.99. I paid for this feature regularly, as well as paying for the apps $19.99 premium tier. I was rerolling quests (which is the feature that is paid), when the app proceeded to tell me I have no more rerolls, tried again, was greeted with a watch ad for a reroll button (which shouldnt occur because I had paid for this feature), closed the app assuming it was a glitch, reopened, and was greeted to a ban screen. Support informed me that I was permanently banned days after me contacting, despite this being the direct result of a paid in app feature.

  Customer Answer

  Date: 11/21/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Soundmap regarding complaint ID ********.
  
  Sincerely,
  
  ******* *********
  

• Initial Complaint

  Date:10/20/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Hello, I wanted to talk to you guys about my friends ban. He was ban permanently due to api. Lemme start off by saying he's been playing this game since jun 22nd 2024. Ever since he started playing the game he feel in love with it. He has met some of the most genuine people and amazing people all around playing this game. He even makes music with one of them. He has spent countless hours trading, questing and opening map drops. Having fun with friends getting together on calls and just having good fun. On August 24th he got banned. He has been banned 2 times ever before this. The first time his cousin made 7 accounts on his phone and the 2nd time was a referral fraud that he didn't even do and got unbanned for it. Fast forward to now when he got banned for ***. He was rerolling very fast like he usually does. He has been rerolling fast for the past 2 months no issues. Then he got an error and when he restarted the app he was banned due to abusing api. He doesn't have any cheats of any sort on his phone to give him an advantage at the game he showed me. He wouldn't even think about doing that especially for the amount of hours hes been playing the game for. This game really took him away from all the bad things that has been happening in his life recently. He doesn't want to get into detail about it but once he got banned he felt really devastated. Seeing all of his friends being happy and playing without him made him feel left out. Its been about a month and a half now since hes been banned. From the bottom of my heart I want to say he never cheated. Never would cheat and has no intention to cheat. Please unban him It would literally mean the world to him and me. His username is ****. I will provide screenshot of him being banned aswell as when he bought his trader boost. Please consider this all of our friends don't feel the same without him. I checked his phone for any cheats and didn't find anything. Thank you

  Customer Answer

  Date: 11/13/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Soundmap regarding complaint ID ********.
  
  Sincerely,
  
  ******** *********
  

• Initial Complaint

  Date:09/23/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 was incorrectly banned for spoofing when I know I've always done everything legitimately for this game. I bought premium for this game a year ago in the summer of 2024 and have spent hours and days of real time to collect songs legitimately for my account. I paid for weekly premium for as long as that was available (Which was 4.99 to 2.99 on a weekly basis)

• Initial Complaint

  Date:09/10/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Hello,I am reaching out for assistance in regards to the Business known as Soundmap. They are a mobile app on the Appstore and Googleplay. I have been playing this game for about a year and a half now. I have spent a lot of hours dedicated to this game daily. The game offers in-app purchases. I have spent quite over $50 USD. Recently the game has permanently banned me for a false report of gambling. The game itself does not have a feature to do such a thing. When reaching out to support to appeal the ban they send back a default message with little to no explanation on the ban. I informed the support I hav evidence its not possible for me to have gambled during the time frame as I was not active during the reported period. The support has been not replying to any further messages nor will review the case of my defense outside of the one reply they sent. The support team will delete any message requests of the matters on any of their social medias. I believe that I was set up to have my account permanently banned to benefit another player who will obtain all of my in game items in 90 days. I believe this is not good business as I have spent hard earned money on this game. I am not the only user with this complaint as other users have reported the same issue of false bans with no resolution. I am asking for a reach out on your end to possibly have this case overturned to have my account unbanned. My user is michaelvsthewrld in game. The support email is **************************** Please reach out back to me with an update thank you.

  Customer Answer

  Date: 10/04/2025

  At this time, I have been contacted directly by Soundmap regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ******* ****

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Now this isnt a complaint about money.The company Im reporting has HORRIBLE support and technically scammed me. Intonation has a game called Soundmap which is Pokmon for songs, the game has a mini game called artist guesser where you just guess a certain singer. The game provides you with the option for hints which you have to watch an advertisement for, when I did it told me the singers debut was 1970, but when I guessed a singer it said it was before, so I watched another ad and it sad 1973, then I did another artist and it said before 1973.I had contacted them before about a similar problem with the game and they never got back to me. The problem in reporting mainly about is the support teams lack of communication with the consumer, it has happened to my friends aswell where they will contact you with a short message then it will take another week to just get a reply.