ComplaintsforWildWorks

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Animal Jam support has been neglecting my issue for multiple months on end, myself and a lot of others have contacted their support team when it comes to this glitch and it's just been ignored. I have personally been a customer for multiple years, I have spent so much money on this game and yet my issues are being put to the side just like so many other individuals. My account has been glitched, I'm unable to even use my membership features or do anything on my account. When I email the support team, I either get ignored or they respond weeks later, and never solve the issue at hand. So many people within the community have experienced this same issue of bad customer support, and it seems like they take their player base for granted despite the player base funding the company and spending so much money and supporting Animal Jam. It's a shame that my issue went ignored despite how loyal I've been to the game and despite how much money I've spent, I have tried to get in contact multiple times with support but they just keep leaving me hanging making me think that they don't care about their game or the players on the game. My quality of playing has been ruined, I can't trade, I can't gift, I can't use any of the items I worked for at all. I've spent years building up my account and buying in-game features to get rarer, and now all my work has been put to nothing because of an in-game glitch that they have and refuse to solve. I've bought diamonds, sapphires, memberships and play wild features and still my problems are being put to the side and ignored. Something out of my control happened, something that should be fixed but is continuously neglected... out of this report I hope Animal Jam can help me restore my account because I simply want to play the game and it isn't fair that my experience is being hindered by a glitch that I did not cause.

  Business response

  04/10/2024

  Dear BBB Dispute Counselor,

  Thank you for notifying us of complaint #********.
  

  We have no record of any accounts, purchases, or support tickets under the contact information provided. As we cannot determine which account this complaint relates to or the specific details of the account issue they are experiencing, were unable to determine how we can help. 
  

  Weve reached out to the customer through our customer support channels to request additional information, and they can reach our support team any time by creating a support ticket at *************************************************************. The BBB complaint board is not an appropriate channel for customer support.

  Sincerely, 
  

  AJHQ

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I changed my email and there was a system error. ajhq refuses to give my account which I have worked very hard on back. They only help famous people who play their game. I have spent months being bullied targeted, threatened, given death threats, hacked, harassed in and outside of aj and I finally break free from my attacker and they tell me they can't help me resecure my account. After their system glitch and locked me out for no reason. I waited a month to be told they can't help me this is terrible. All that work is just gone. This is all after submitting everything they asked for including billing information. This is in response to their refusal to help with *******. I'm sick and tired of them only helping famous people or jambassidors this is outrageous. I either want all the money I put into the account back or them to do their jobs and fix this issue by either moving my account back to my old email or to the new one I've provided them in that ticket.

  Business response

  03/20/2024

  Dear BBB Dispute Counselor,

  Thank you for notifying us of complaint #********. We have thoroughly investigated the matter and wish to address the concerns raised.
  
  It's important to note that the partial address provided by the complainant does not match the billing or login information associated with the referenced account. As such, we cannot confirm that the individual who initiated the BBB complaint is the rightful owner of the account in question.

  We have been in communication with this user via our support tickets, and they requested assistance with changing the email address linked to the account. However, our security protocols dictate that we cannot make any account changes without first confirming ownership of the account. Our initial review indicated that the person sending the support ticket did not appear to be the original account owner,.and our team had concerns that the account in question was either shared or compromised.

  While the person writing was able to provide some of the requested verification information, our continued review of the account found a number of inconsistencies in the information provided when compared with the account’s history. Our team concluded that the person writing us via support was not the original owner of the account and we did not have sufficient verification to update the account’s email address. Additionally, our cyber forensics indicate that the user's IP address has been associated with accessing numerous other accounts, suggesting potential unauthorized activity. We are investigating this matter further to ensure the safety and security of all our users' accounts.

  To maintain the safety and integrity of our platform, we adhere strictly to our account ownership verification procedures. These measures are necessary to prevent fraudulent activity, impersonation, and other violations of our Terms of Service.

  In summary, we are unable to proceed with changes to the account's email address due to the aforementioned concerns. We consider this matter closed and remain committed to upholding the security of our platform and the privacy of our users.

  Sincerely, 
  

   AJHQ

  Customer response

  03/27/2024

   
  Complaint: ********
  
  I am rejecting this response because: this does not meet my satisfactory expectations. I either need the account back or refunded!
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been playing Wildwork's game Animal Jam for around 2 years now. It takes a long time to work your way up in the game and often costs money to get special items. I had a lot of special items. I had no discipline history whatsoever on my account. My account was the parent account to my child's. My child did have a discipline history, I often removed the chat feature for her in order for her to learn her lesson. And I returned items she got unfairly to their rightful owners, even at my own expense of in game currency. The last time she got in trouble it was for simply singing a song in chat. Nowhere on the Animal Jam website does it say that parent accounts can or will be banned based on a child account's discipline history. And yet because of her discipline history my account has been banned, all of the items I paid for on her and my account are no longer accessible to me, they refuse to return them to me or unban my account simply by association. They will not refund me. I understand the need to keep the game safe and punish those who often break the rules, but I did not break any rules. In the very least I should have my items returned to me on another account, my child's account can remain banned and I will not allow her back on Animal Jam for at least a year. If I was allowed to have my items or my account back, the company could see that no alts would be made and no further rule violations would occur. The way their system is set up right now is completely unfair, one child in a family could cause every other child to be banned? In what world is that fair? There should be warnings all over their site and a whole FAQ about this if that's how they're going to handle things. Punishing people unfairly and removing things they purchased should be illegal and I will not give up easily.

  Business response

  03/01/2024

  Dear BBB Dispute Counselor,

  Thank you for notifying us of complaint #********.

  We have been in communication with this user via support tickets, and we have provided specific details regarding the reasons for the account ban. While we cannot discuss the private details of an account’s moderation actions in a public forum such as the BBB complaint board, we can disclose that chat activity on accounts under the user’s email address included a number of violations of the Animal Jam rules, including attempts to: use language that is inappropriate for our demographic, discuss explicit topics of an adult nature in a game for children, request and share personally identifiable information (PII), and use alternate spellings to subvert our in-game chat filters. 

  Animal Jam is a children’s game marketed to kids aged 7-12. While we understand that some of our players are older or younger than this demographic, all in-game chat is moderated with our game’s demographic in mind and must be appropriate for children in this age group. This includes song lyrics and any in-game chat that is visible to other children. While a player may understand that they are quoting from a song, other players may not recognize the song or the reference and will read the chat at face value.

  As a game for children, it is our obligation to ensure that all in-game interactions are safe for this young demographic, and to ensure that players are not creating an environment that is unsafe and potentially dangerous to our young community. Our hope in issuing account disciplines is that players will learn from these disciplines and correct their behavior. If we don't see a correction in behavior, then we do move to permanent bans as a final option. Our policy when issuing permanent bans is to ban all linked accounts, since the player engaging in the bad behavior may have access to all accounts using the same device or email address.

  Adults and older teens who access Animal Jam are expected to be respectful of this kid-centered space and abide by our Terms of Service and the Animal Jam Rules, which can be found at ********************************** and must be agreed to in order to create an account.

  We can and do issue permanent bans for repeated infractions, especially if those infractions are of a serious nature and show a repeated pattern of inappropriate behavior. We’ll be happy to discuss this further with the customer via their support ticket, as the BBB complaint board is not a channel for customer support.

  Sincerely,
  

  AJHQ

  Customer response

  03/04/2024

  
  Better Business Bureau:
  
  I have received the outcome I was looking for, the company removed the ban on my account in particular and that's all I required, I am satisfied. Thank you.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  02/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Animal Jam Headquarters AJHQ ***********************,**************, **** Wild Work Nazara Technologies Dear Animal Jam Team AJHQ ,My name is ********************* my address is ************************************************************* ***** and my phone number is ************ , and I am writing to you with deep concern and frustration regarding a series of security breaches and unauthorized access to my accounts on Animal Jam. I have been a loyal player and supporter of Animal Jam for over nine years, and it deeply saddens me to inform you that my experience has been marred by significant issues relating to account security.The primary account affected by these breaches is associated with the email address ****************** Over the course of the past few months, I have noticed suspicious activity on this account, including multiple requests for password resets and unauthorized logins. Despite my attempts to secure the account by changing passwords and implementing additional security measures, the breaches persisted.What is particularly distressing is that, upon investigating further, I discovered that some of these password reset requests were approved and facilitated by Animal Jam themselves. This enabled the malicious actors to gain access to my accounts without my consent. Consequently, I have suffered substantial losses, with over a 3000 thousand rare pets, 3000 art and 3000 solids, 3000 rare items, and other valuable possessions being stolen from each of the compromised accounts Princessstorage2 had 1000 arts 1000 rare pets 1000 den items , Princessstorage3 1000 arts 1000 rare pets 1000 den items and Princessstorage5 1000 arts 1000 rare pets 1000 den items all 3 accounts say permanently banned because they were locked because someone got into them.I cannot overstate the emotional and financial toll this has taken on me. These virtual items were not just pixels on a screen; they represented countless hours of dedication, effort, and investment within the Animal ************** To have them stolen, especially with the apparent complicity of Animal Jam's security protocols, is deeply distressing.Furthermore, I am deeply troubled by the apparent laxity in your security protocols that allowed for such breaches to occur. It is unacceptable that my personal information and account details were compromised under your watch. As a responsible player, I took all necessary precautions to safeguard some of my other accounts and switch them ******************* and ****************** yet it seems that those efforts were in vain due to the vulnerabilities in your system.In light of these issues, I have been left with no choice but to pursue legal action to seek recourse for the damages incurred. I have engaged the services of legal counsel, ************************************ LLC, to represent my interests in this matter. Their contact information is provided below for your reference:************************************************************ Address: *********************************************************** Phone: ************** I want to emphasize that I am committed to resolving this matter amicably and swiftly. However, it is imperative that Animal Jam takes immediate and concrete steps to rectify the security flaws within your system and compensate me for the losses suffered as a result of these breaches.I kindly request that you conduct a thorough investigation into the breaches affecting my accounts and take appropriate action to prevent similar incidents from occurring in the future. Additionally, I urge you to review your security protocols and implement robust measures to safeguard the personal information and assets of your players.I am open to discussing this matter further and finding a mutually satisfactory resolution. Please do not hesitate to contact me via email or phone to initiate a dialogue. I sincerely hope that we can work together to address these issues and restore trust in the Animal Jam platform.Thank you for your attention to this matter. I look forward to your prompt response.Sincerely,*********************

  Business response

  02/26/2024

  Dear BBB Dispute Counselor,
  

  Thank you for notifying us of complaint #********.
  

  We understand that this customer has some concerns regarding account security, and wed like to address these concerns.

  In their complaint, the customer mentioned 3 specific usernames: Princessstorage2, Princessstorage3, and Princessstorage5. Upon review, we found that these accounts are guest accounts that were never registered with an email address and have no purchase history. With no email address on file, these accounts would be unable to utilize any of the security features we offer, including password resets, 2-Factor authentication,and the account management features available in our Parent Tools app. Since the accounts have no personally identifiable information associated with them, we are also unable to verify ownership of these accounts, and cannot confirm that they belong to the complainant.

  We found that these accounts have been banned due to violation of the Animal Jam rules. The Animal Jam rules can be found ***********************************************, and players must agree to the Animal Jam rules in order to create an account. Due to our inability to verify ownership of these accounts, we cannot provide further details regarding moderation actions on these accounts. 

  Wed like to further address this customers concerns about password resets, and explain how Animal Jam passwords are reset. When requested by the player, a password reset link is sent to the email address registered to the account, and the password reset can only be completed by clicking or copying the unique link found within the password reset email. As mentioned, accounts without a registered email address cannot receive password resets or utilize our other security features.

  While its possible that a person could initiate a password reset on someone elses account if they knew their email address, that person still wouldnt be able to change the password unless they also  gained access to the other players email account, or the password reset link was shared with them.

  Animal Jam Support does not have the ability to change a players password, and can only send a new password reset link to their registered email address if requested. Additionally, our support team will never ask for a players password reset link or 2FA code. Unfortunately there will always be bad actors who take advantage of users who may not have properly secured their accounts. We are aware that hacking and phishing attempts are on the rise across all online services including email accounts, social media accounts, and financial accounts, and this is why we go out of our way to educate our players about account safety and online safety.
  
  Here are just a few of the help articles we provide to help educate our players about account and internet security:

  *************************************************************************************************
  ************************************************************************************************
  ****************************************************************************************************************************************
  *********************************************************************************************

  In regards to the users concerns about data breaches, wed like to clarify that Animal Jam has been a victim of a single data breach that occurred in November 2020. There have not been multiple data breaches, and all players were required to reset their passwords following the 2020 breach. An informational page remains publicly available at ********************************************************, and players can find further information about the 2020 breach via our online Help Desks at **************************************************************************************** and ************************************************************************************************.
  
  Our team remains committed to protecting the safety of player accounts, and in our ongoing efforts to enhance user security and educate our players, we offer online Help articles, an in-game Security Station, and frequent reminders about internet safety on all of our online platforms. We must stress the importance of account registration with a verified email address. This is part of our security protocol, and we cannot vouch for the safety of an account that is unable to use our most basic security features. Each Animal Jam player is responsible for maintaining the safety and security of their account, and must be proactive in utilizing the security features available to them. Online safety is about having multiple layers of security such as 2FA where possible, strong passwords that cant easily be guessed, using different passwords for each account, and most importantly never sharing password information, inputting it on phishing sites, or saving login information on a shared or public device. Most often, accounts are compromised due to weak password security, oversharing of personal information, falling for a phishing scam, or not having 2-Factor Authentication enabled where possible. It is also common for items to go missing if a player has shared their account information with family members or friends, or if they have left themselves logged in or saved their login credentials to a public computer or shared device. 

  The BBB complaint board is not a channel for back-and-forth support services. If the user has further concerns regarding unauthorized access on a properly secured and verified account, well need them to provide further details via the proper support channels so our Moderation team can complete a thorough review. Any accounts found breaking the Animal Jam rules will be actioned accordingly.
  
  Sincerely,
  
  AJHQ

  Customer response

  02/27/2024

   
  Complaint: 21312517
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

   

  Dear Animal Jam Support,
  
  
  Thank you for your response, but I must express my deep dissatisfaction with the dismissive nature of your reply. Your assertion that the accounts in question were mere guest accounts without email addresses is inaccurate. These were indeed accounts owned by my children, and they were registered under my supervision. The lack of purchase history does not diminish the significance of the items that were lost due to the breach.
  
  
  Furthermore, your implication that the absence of email addresses absolves Animal Jam of responsibility for security breaches is unacceptable. We had taken all necessary precautions, including setting strong passwords, 
  
  
  but were compelled to change our email address due to a barrage of unauthorized password reset requests linked to our Animal Jam accounts. These requests were sent to an email address associated with the username *****************.
  
  
  Despite our efforts to secure our accounts, they were compromised, resulting in the loss of valuable items. We have filed complaints with the Better Business Bureau and the Federal ************************* regarding this matter, as the security of our children's information and accounts on your servers has been compromised.
  
  
  I am currently in the process of engaging legal representation to request all information and data pertaining to the affected accounts. It is imperative that someone be held accountable for the theft of items from Princessstorage2, Princessstorage3, and Princessstorage5. We are fully prepared to take legal action to obtain the necessary information.
  
  
  I must emphasize that my children have always adhered to Animal Jam's rules and guidelines, and it is evident that their accounts were hacked, leading to unauthorized activities. The breach of security on Animal Jam's part has resulted in significant losses for my family, and we demand accountability.
  
  
  I urge you to take this matter seriously and provide the necessary assistance to address our concerns. We expect prompt and comprehensive action to rectify this situation.
  
  
  Please be advised that took place less then 30-day and the time frame window would allowed you to review an account's inventory due to system limitations.
  
  
  Sincerely,
  *********************

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Been playing this game and spent over $700 on it over time which includes membership and items they sell for the game, its been over 7 years and they have had multiple data breaches and issues etc which up until recently have been decent on handling. Right after they added wishing coins to the game ( a item you basically need to spend real money on) about 2 weeks later, after me spending over $50 bucks on them, I was hacked and all my items and in game money was stolen on not just this game but on their sister game AJ Classic aswell. I immeditaly did a security run on my computer which showed no threats, I made no trades in the game to get scammed by a player so to me it was on AJs side that there was a issue. I contacted them repeatedly in Janurary and they said they would investigate, it is now Feb 15th and they refuse to respond to any of my emails, update me on the investigation nor replace my items or code in credits for me to use in good faith since Ive been such a long term customer and this was not my fault. They refuse to answer, remedy the situation per their job ( tech/customer service support) and have a clause I discovered on their website saying they are not responsible for any breaching or hacks or stolen items and that their security is basically useless...but they can take your credit card and money all day long but its your own risk for WHEN not if but WHEN your items will disappear. This is 7 years if items, some I can no longer get back and all I asked was to know the result of the investigation they promised they were doing and if they could take two seconds at no cost to them to code me in some sapphires to help remedy the situation. They chose to ghost me. I cancelled my membership sadly bc how can I re invest more money in this game when they dont care and their game is full of hacks and is unsecure and their resolution team basically gives you the middle finger. Just ****** these issues, youll see..oh and no working number either

  Business response

  02/22/2024

  Dear BBB Dispute Counselor,

  Thank you for notifying us of complaint #********.
  
  We have been in communication with this user via our support tickets, and have informed them that their account and the reported incident are currently under investigation. Our team is diligently working to verify the details surrounding the reporting hacking event, and we assure the user that appropriate actions will be taken in accordance with our company policies.

  We understand the user's concerns regarding potential unauthorized access to their account, and we have let them know that we escalated the reported incident to our Moderation team for review. Given the complexity of such cases, our investigation process involves a thorough examination of account activities, including chat logs, trade histories, and in-game interactions. While we strive to provide timely resolutions, we are a small company with limited resources, and at times we may not be able to respond to requests as quickly as wed like.
  
  We hope to have an update regarding our investigation very soon, and we will communicate this to the customer in the appropriate support channels when we do. 
  
  In regards to the users concerns about data breaches, wed like to clarify that Animal Jam has been a victim of a single data breach that occurred in November 2020. There have not been multiple data breaches, and wed like to provide some additional information about the 2020 breach and our companys efforts to notify and educate players about account security.
  
  On November 11, 2020, WildWorks learned of a data breach involving account data, including usernames, emails, and encrypted passwords.
  
  * While the password data that was breached was encrypted and unreadable, we still manually reset all user passwords as a precaution, prompting every Animal Jam user to choose a new password upon their next login.
  
  * We notified all affected users via an email sent on November 13th, 2020.
  
  * In addition, we added an informational page to our website at ********************************************************, which remains publicly available.
  
  * We also added articles to our online Help Desks at **************************************************************************************** and ************************************************************************************************.
  
  * Information about the data  breach was made available in-game and on all of our social media platforms.
  
  * Two-factor authentication (2FA) was implemented shortly thereafter as a response to the data breach, with extensive messaging in-game, on social media, and through our Help Desk to educate players and promote additional account security.
  
  In our ongoing efforts to enhance user security and educate our players, we offer online Help articles, an in-game Security Station, and frequent reminders about internet safety on all of our online platforms. Unfortunately there will always be bad actors who try to take advantage of users who may not have properly secured their accounts, or trick users into sharing personal information. 
  
  Each Animal Jam player is responsible for maintaining the safety and security of their account and their password. Online safety is about having multiple layers of security such as 2FA where possible, strong passwords that cant easily be guessed, using different passwords for each account, and most importantly never sharing password information, inputting it on phishing sites, or saving login information on a shared or public device. Most often, accounts are compromised due to weak password security, oversharing of personal information, falling for a phishing scam, or not having 2-Factor Authentication enabled where possible. 
  
  It is also common for items to go missing if a player has shared their account information with family members or friends, or if they have left themselves logged in or saved their login credentials to a public computer or shared device. 
  There are also external threats, such as phishing sites, phishing emails, and malware or keyloggers that can be spread through email, text, or social media platforms. While we cannot monitor or take action against events occurring outside our site, we try our best to educate our players about account safety and online safety to avoid having their personal information exposed online.
  
  Here are just a few of the help articles we provide to help educate our players about account and internet security:
  
  ************************************************************************************************
  ****************************************************************************************************************************************
  *************************************************************************************************
  *********************************************************************************************
  
  We will continue to engage with the customer via our support channels when we have additional information to provide, but as mentioned our investigation regarding this incident is still open and ongoing, and may take some time to complete.
  
  Sincerely, 
  
  AJHQ

  Customer response

  02/22/2024

   
  Complaint: 21300487
  
  I am rejecting this response because it is somewhat false and generic.  I have proof of my Feburary emails all being ignored and unresponsive to if you would like.  They did say in January they would investigate and such but I have heard nothing after and we are almost in March. Second..the blah blah about what " could of happend" does not apply to me. I'm a adult ..no one has access to my computer or strong password as no one knows I play outside of my husband and grown teen..no one uses my computer or knows my Log in..I did not trade anyone ( and they will see that if they truly investigate) to get scammed or hacked and ever shared any info of mine so none of it was in my end like ** is pushing.  Also my security on my lap top is up to date and detected zero issues. This happend while the game was glitch when wish coins got added. A simple ****** on people having issues with breaches and hacked accounts are all over the place and are many...so there is no one time incident..maybe a one time incident where ** was forced to publish but many many..and see for yourself..cases where ppls stuff was missing or hacked or deleted at no fault of them and Aj just gives the generic response. My brother works in I.T and has even said it should not take 3 months to see what happend. Also the first set of emails I got from aj the one help desk person was rude and said basically not to bother them..I can include that if needed. Also why don't they have a working number? When..they see this was definitely not on my end I just want some of my items back..a kind help desk person last month had me make a list of items I cherished which was just a few..I have not asked for much..keep in mind both my accounts were taken from..so I would love to get just a few things back as its all coding basically  or the equivalent of most of my stuff in sapphires.  ** has reimbursed my account for the  2 weeks of wishing coins I got as well as a month's membership it looks like which totalled about 60 bucks I'd have to double check..but keep in mind that is a ant hair compared to my accounts worth..it would barely get me anything..so I hope they can just be professional,  do what they say and work with me in a good resolution so I can have good faith in them and join back in as the game was super fun...they need to be more proactive on THEIR security and resolution team though instead of trying to pass the buck. Thank you!
  
  Sincerely,
  
  April R

  Business response

  02/29/2024

  Dear BBB Dispute Counselor,
  
  Thank you for notifying us of the update to complaint #********.

  We have been in communication with this user via support ticket #******* and we have let them know that their account and the incident mentioned are under investigation, and the investigation is ongoing. While we are committed to coming to a resolution, we cannot provide further information in a public forum that would compromise the safety of the user's account and the confidentiality of our ongoing forensic research.

  We hope to have an update regarding our investigation very soon, and we will continue to communicate this to the customer in the appropriate support channels when we do.

  Sincerely, 
  

  AJHQ
  
  

  Customer response

  03/01/2024

   
  Complaint: 21300487
  
  I am rejecting this response because the case is not closed, investigation not concluded and is ongoing per WildWorks and I will check personal email for updates from Wildworks, however when is a reasonable time for a investigation to be concluded please? I also requested a working phone number to speak with someone, the info online for the ceo or the mainline is faulty..the number is broken. 
  
  Sincerely,
  
  April R

  Business response

  03/08/2024

  Dear BBB Dispute Counselor,
  

  Thank you for notifying us of the response to complaint #********.

  We have provided an update to the customer via their ********************** Jam support ticket #*******, and we'll be happy to continue communication with them through the appropriate support channels should they have additional questions or concerns.

  Sincerely,
  
  AJHQ

  Customer response

  03/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. ** actually has made good and has restored my faith in the game, thank goodness. It truly was not my fault, Though details were vague someone near my area was discovered to have hacked my account, zero idea how or the details but regardless, after being a member for so so so ************** was very professional in their resolution at the end of the day and was able to give me some codes and sapps to make it to where I can start the game again and not feel like I lost 7 years worth of my time AND that they truly value their customers. Because of this, I have faith in renewing my membership. I have taken extra steps to secure not only my account but my emails as well and ran deep security check on my computer, so hopefully we will be good now.  I appreciate and accept the resolution and am over excited to play again because the game itself is loads of fun.
  
  Sincerely,
  
  April R

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Animal Jam Support Team,I am writing to express my concern about the suspension of my son's Animal Jam account Blckedd. I believe that my son has done nothing wrong to warrant this suspension. He became friends with another Animal Jam user, who is well-known and respected in the community, and their friendship has been celebrated by many. However, this they are a few user spamming reported my son because of his friendship, which resulted in his suspension.I would like to bring to your attention that I am always closely monitoring my son's online activities, and I can confidently say that he has been following all the rules and guidelines set by Animal Jam. I find it unfair and unacceptable that my son is being discriminated against for something he did not do I file a complaint with FTC and BBB to do a follow up against this suspension .I would also like to emphasize that there are several other players on Animal Jam who are not following the rules and are abusing the site. I have personally documented such players and reported them to Animal Jam, but I have not seen any action taken against them. It is disappointing to see that while my son is being unfairly punished, those who are truly causing harm to the community are going unpunished. I believe that as a responsible and reputable company, Animal Jam should take into account the whole situation before taking any action against any player. I urge you to review my son's case and consider lifting his suspension. Additionally, I request that you take more appropriate action against players who are actually violating the rules and causing harm to others.Thank you for your attention to this matter. I hope that we can resolve this issue soon and ensure that all players have a safe and enjoyable experience on Animal Jam.Sincerely,**************************** tool *****************

  Business response

  05/03/2023

  Hello Valued Customer,
  
  We see you did reach out to ** via our ticketing system on the day you filed your Complaint. We apologize for any inconvenience or frustration you and your child have encountered.
  
  We also see that your child was issued an auto suspension on 5/1 the same day as the ticket and Complaint were filed and that we have since lifted that suspension as it was in error. Please keep in mind our action to your child's account was done with our auto filtration system which can fire in error from time to time for various reasons. This was indeed the case with your child's account and this example will be used to better improve our system going forward. Again, we do apologize and will be sending a code for their membership extension due to the lost time on their current paid subscription from our ticketing system in response to Ticket #*******.
  
  Sincerely,
  AJHQ

• Initial Complaint

  01/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  WildWorks has a video game called AnimalJam that Ive been playing for 6 almost 7 years. *** spent so much money on memberships, in-game currency, and more. They recently banned me and I have no idea why and when I emailed their support service they didnt even bother to provide reasoning when I asked why I was wrongfully banned. They replied with the same generated responses whenever I tried to ask for help or they just didnt reply at all and blow it off like its not their problem. They also didnt give me my account back when I asked because I know theyve unbanned players before. That feels extremely unfair to me. All I want for the outcome of this is my account fully returned to my ownership or ALL my hard earned items fully restored onto a new account. I have full proof showing ownership of the account if thats needed. I also have all the emails of my conversations with the support team.

• Initial Complaint

  12/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello. Id like to file a complaint regarding the hijacking of my Animal Jam Classic account 1k.The 11/16/22 at around 8pm my account got broken into and stolen from. I have no idea as to how this couldve happened since my password was secure and my devices were protected. I emailed the Animal Jam Headquarters about the incident and despite me being a player since 2014 with multiple purchases in the game they were absolutely unhelpful. This has happened to me multiple times in the past with different accounts and no matter how much proof I provide AJHQ does nothing about it. One of my friends who also went through this told me to contact BBB after he got 20 of his stolen items recovered. So I really hope you can help me recover my items.Thank you for your time.

  Business response

  12/20/2022

  Hello ********* & Dispute Counselor,
  
  We appreciate the customer who wrote in and continue to empathize with their issue. We would like to note the address provided does not match the billing address we have on file for this user currently.
  
  In regards to their complaint and desire to regain their lost items, we will be unable to comply unless it is in regards to a technical issue on our end. Most often, accounts are compromised due to weak password security, oversharing of personal information/falling for a phishing scam, and/or not having 2-Step Verification enabled where possible. Its also common for items to go missing if a player has shared their account information with family members or friends, or sometimes if they have accidentally left themselves logged in on a public computer or shared device.
  
  We did look into this customer's claim specifically and have found that when they were corresponded with previously in ticket #******* in regards to a previous complaint of being compromised and were gestured accordingly and assisted. As we looked additionally, we have found chat evidence of this user's account to have exchanged personal information and communicated with other users off of our platform about other accounts and having accessed those. This type of chat may subject their account and others to be at risk.
  
  We hope this helps the customer understand to keep their social media information personal and not share it with people they do not know as it can lead to compromising of accounts. Due to the sharing of personal information and previously helping the customer with this same type of issue, we will be unable to return any items due to unsafe game play.
  
  Sincerely,
  AJHQ
  
  

• Initial Complaint

  10/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was wrongfully banned on my animaljam account called Bumpeaches. They have no reason for banning me, and even if they had it would have been false. I did nothing, I lost ALL of my items including very rare items and I am angry. I want my account back considering the fact I did absolutely nothing. I even paid for membership on it literally a couple days ago. I WANT MY ACCOUNT UNBANNED.

  Business response

  10/10/2022

  Thanks for notifying us of complaint ID ********.
  To date, we have not received a support ticket from this user regarding their issue and ask that they submit a ticket inquiry at our Help Desk. Please note that while we respond to valid BBB complaints, it is not a channel for traditional back-and-forth support services. Our help center also allows the customer the opportunity to receive assistance with appropriate ticket history, tracking, and verification of personal information that *** be needed.
  
  Sincerely,
  AJHQ

  IF NO TICKET: We have reached out to the player to address this reported issue within our ticketing system. Any future request can be directed to our Player Support Team by following this link: https://help.animaljam.com/hc/en-us/requests/new

• Initial Complaint

  08/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear BBB, on 08/17/2022 my daughter was hacked on her AJ Classic account (weavesnached) and lost her item that she valued the most. The item she lost was a Headdress and she favoured this item the most out of her whole entire inventory and the hacker took it from her. I've personally read online Animal Jam has had a database breach and am not sure if that is the case of why my daughter got hacked but this is her private information and was their responsibility to keep it safe to prevent situations like this from happening. I want my daughter to get her item back, I have already submitted a ticket through Animal *************** and received a very unprofessional email saying they can't return the items that the hacker took although it's on them for why this happened. I would think customers would mean a lot to a company but after seeing the email I received made it discomforting.

  Business response

  08/24/2022

  Hello Counselor,
  
  Thank you for notifying us of a complaint #********.
  
  As we understand via our interaction with the customer in Ticket #*******, the user who submitted the complaint is requesting replacement of their lost item/s.
  
  We can confirm that the account seems to have been accessed as the customer mentions around the same date/time.
  But the only way this can be accomplished is one of three ways:
  1. If the password itself was easy to guess
  2. If the password was used across multiple sites
  3. If it was shared off site with other users.
  
  Finally we note that 2 Step Verification was not enabled at the time of the compromise even though this feature has been available since September of 2021.
  
  According to our Rules, we are very clear that we will not replace any items as a result of improper game account safety.
  
  In regards to the mentioned Data Breach of 2020, Immediately upon discovering this breach and determining which users may have been affected, we began notifying users whose account information was compromised. We have created and continue to update this page - https://help.animaljam.com/hc/en-us/articles/360057222054 - to present our findings as our investigation continues. Please note that while any Animal Jam account password information in the stolen database was encrypted, we nevertheless have reset the passwords of all potentially affected Animal Jam accounts. We strongly recommend that if the password used for your Animal Jam account was also used for any of your other online accounts, the user immediately change this password anywhere it is still employed.
  
  Sincerely,
  AJHQ
  
  

  
  

*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. ↩