Complaints

This profile includes complaints for WildWorks's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  WildWorks

  380 W Data Dr Ste 500 Draper, UT 84020-2375

• 

  WildWorks

  105 N 400 W Salt Lake City, UT 84103-1124

• 

  WildWorks

  PO Box 3624 Salt Lake City, UT 84110-3624

• 

  WildWorks

  650 S 500 W Ste 297 Salt Lake City, UT 84101-2382

• 

  WildWorks

  650 S 500 W Salt Lake City, UT 84101-2377

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:01/02/2025

  Type:Service or Repair 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 trying to recover an account on ******************** jam classic for months now, back and forth with the team with all information they would need accept and credit card number. The issue is I do not have the credit card number as it does not exist anymore because the owner of said card is deceased. They were able to get one of my old accounts on the same parent dashboard to me without the information but refuse to do so with my main account.

  Business Response

  Date: 01/09/2025

  Dear BBB Dispute Counselor,

  Thank you for notifying us of complaint #********.
  
  First wed like to note that the email address and (partial) mailing address provided by the complainant do not match the billing 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 support tickets, and wed like to note to the BBB the timeline of this request: 

  The user contacted us on 1/3/2025 (the day after the BBB complaint was submitted) seeking access to an old account that hadnt been used in many years. The user mentioned that they no longer had access to the email address associated with the account. 

  Our support team responded on1/3/2025 requesting additional information to verify account ownership in order to update the accounts email address. As password resets and account communications are sent to the verified email address on file for the account, we cannot change the verified email address on file without first verifying ownership of the account.

  On 1/3/2025  the user responded, indicating that they no longer had access to the requested verification details. Our team concluded that we did not have sufficient verification available to prove account ownership and update the email address.

  On 1/4/2025 our support team responded to the user letting them know that, for the safety and security of all accounts, we are only able to assist with email changes for accounts that we can properly verify. 
  
  To maintain the safety and integrity of our platform, we adhere strictly to account ownership verification procedures in order to prevent fraudulent activity, impersonation, and other violations of our Terms of Service. In this instance, the user is seeking assistance with accessing an old and inactive account that they cannot verify ownership of. The email address listed on the BBB complaint does not match the email address registered to the account, they are unable to provide the account's billing information, and due to the age of the account and the amount of time that has lapsed since the last login we are unable to verify that the person who initiated the BBB complaint is the owner of the Animal Jam account in question. To protect the safety and security of all accounts, account changes cannot be made without proper and valid account ownership verification. If the user has truly lost access to the email account and billing information originally used on the account, then we are unable to assist them further.

  Wed like to further note that the account in question has not been accessed in over 5 years. The user is welcome to open a new account to continue their adventures in Animal Jam.

  We consider this matter closed and remain committed to upholding the security of our platform and the privacy of our users.

  Sincerely, 
  

   AJHQ

• Initial Complaint

  Date:11/24/2024

  Type:Billing 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 was recently banned on Animal Jam Classic and the reason I was given was "attempt to sell virtual items." I personally didn't sell anything and in the *** listed on their page, it only talks about Actually selling the item, transferring it from one account to another. It does not talk about how you can't talk about buying and selling as it is a big thing within the community nowadays. I want my account unbanned because I am not selling anything and nothing will be transferred off my account for personal gain.

  Business Response

  Date: 11/27/2024

  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 them with specific information regarding the moderation action on the account. While we cannot discuss the private details of an accounts moderation actions in a public forum such as the BBB complaint board, we can disclose that  account was banned due to violations of the Animal Jam Terms of Service found at **********************************************************, specifically sections 4 and 11.

  Our moderation team has already reviewed the account and found the ban to be valid based on chat logs and ************** logged to the users account. Due to these violations of the Animal Jam Terms of Service, the account ban will not be lifted. Our Terms of Service can be found at ********************************************************** and all players must agree to the Animal Jam Terms of Service in order to create an account. 

  Sincerely, 
  

  AJHQ
  

  
  

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22598073
  
  I am rejecting this response because:
  On setction 4 on there rule book Keep your personal information personal. Never give out (or ask for) real names or personal information while chatting with other Animal Jam players. On that part the only thing that I said to another player were prices we didnt mention cash or pay pal or anything like that we could of have been talking about there my shop which you can use with diamond and games currency in the game but I am admitting that I was selling my items for cash but for a reason it was not cause I wanted too its cause the items that are on that account were all bought for cash and estimated about $4,500-$5,000+ that I paid out of my pocket I have receipts if aj need to see them, as well I do understand this is aj property but if I paid a big amount of money for it then aj is basically stealing my money **** though on one there rules The virtual items that you purchase, create, or acquire in Animal Jam -- including memberships, avatar accessories, den items, and in-game currency -- are not property owned by you. As a result, you do not have the right to modify, share, transfer or sell this stuff. which I do understand but at that point ** is making me lose my money that I bought from other player and in the rule but I mean the only reason why I was selling and Im being 100% honest is cause my moms car wasnt working and she needed the money badly so I just thought since I wasted all my money on this game that I can help her get a car payment and since I got banned I wasnt able to get the money to help her but I was able to ask of my friends that I went to school to borrow the money so at this point i wouldnt need to sell any of my items but either way since that was my first attempt and I have my reason I have seen other players sell items and doing it multiple times and they do it for a living I was not tryna to do that I just wanted to help my mom thats all and it felt like aj only targeted me over other players **** though I spent a good chunk of my money in this game. And as well I can show proof if they like that no payment when through to my account over then me sending money to people on the day I got banned if they need proof.
  Sincerely,
  
  ******* ****

  Business Response

  Date: 12/09/2024

  Hello,
  
  Thank you for notifying us of the update to complaint #********.

  As noted, the referenced account was banned due to violations of the Animal Jam Terms of Service found at **********************************************************, specifically sections 4 and 11.
  
  As we are a childrens game marketed to kids aged 7-12, 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. Such violations may include:
  
  - Sharing personally identifiable information such as social media usernames
  - Directing Animal Jam players off-site to chat on other social platforms including Discord and Instagram
  - Discussing buying and selling virtual items for real money
  
  In order to protect the anonymity of our young players, we cannot allow sharing (or requesting from others) of any personally identifying information, or "PII". We do this in the spirit of teaching good online safety habits but also to comply with federal privacy laws such as the Children's Online Privacy and Protection Act (COPPA).
  
  Some examples of personal information that cannot be shared in-game include:
  
  - Account names for social media channels and online services intended for users aged 13 and older (i.e. Discord, ******** Twitch, TikTok, Instagram, Snapchat, etc)
  - Any information that encourages players to leave Animal Jam and communicate on other platforms (i.e. usernames for other games or sites, gamertags, etc)
  - Financial information (credit/debit card numbers, Venmo, ******* CashApp, etc.)
  - Redemption information for in-game codes, gift certificates, etc
  
  As a further reminder of the rules of our game:
  
  - Directing other players to communicate in social platforms outside of Animal Jam, such as Discord, is not allowed and creates a potentially dangerous environment for our young players.
  - Buying and selling virtual Animal Jam items or currency for real money is not allowed.
  
  Due to multiple violations of the Animal Jam Rules agreed to at the time of account creation, all accounts associated with the user's device and login location have been permanently banned. The Animal Jam Rules can be found at ***********************************************.
  
  We understand that the user may not agree with our decision, but we will continue to act in the best interests of our community and our game. We consider this matter closed and will not comment further.
  
  Sincerely,
  
  AJHQ

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22598073
  
  I am rejecting this response because:
  This is not a response I was looking from AJHQ but since this is what **** wants to say about the rules which like I said I do understand them but as from someone Point of view I played this game when I was a kid like when I was younger I had cancer twice I have been bully since I was a kid and this game made me felt safe when I was a kid and made me had good child hood memories, since I got older I wanted to play this game and try this game again after being hacked from my old account I had make a new account which is this account I am trying to get u banned and since I took a break of this game I wanted to back on September I came back to this game or the day I bought my membership and when I got this account it was only 3 months before the banned. And I only bought items because everyone was selling at this time on every platform so I wanted to get my dream items so I did but like as I mentioned people on this game have been selling way more then I **** did and I havent made one ***** including this selling items has been going since 2014 till now so basically a whole decade and this is pretty much a lot of lack of whats going on and that but including famous people which I will not mention anyone name or user that as well buys and sells items so it seems pretty obvious there was a reason I got chosen to Be banned while other are still going while we speak. and another thing is to I like how you guys did mentioned how I broke a rule when you guys did break a rule of your own which was my REFUND Im mentioning this because your rule is We want everyone to be completely satisfied with our products, so we have developed the following refund rules to avoid any surprises. Refunds are granted at our sole discretion. and you guys messaged me saying you cant **** though it was only ***** days before I bought something on accident and I did talk to a previous employee saying you guys can do that but you guys wont want too or what I did mentioned exchange it as well they told me you guys can which tells me you guys broke a rule so now

  im giving 4 options Im done with this back and forth conversation 

  the 4 options that AJHQ got is 

  1.) banning the account for only 1 year since I bought the membership for 1 year with all my items not one items missing,

  2.) recover all my items into a new account,

  3.) giving me money back which was 4.5k-5k in the account on it right now, but I spent roughly 6-7k in total with most of the items traded gifted to other players, the only reason why I say this is because example you guys are a stock company and I bought a stock for $7,000 and you guys took that from me which is stealing my money **** though the stuff virtual is yours, it would make sense if it was $50-$100 but anything over $500-$1,000 is considered stealing or theft which is what you guys are doing 

  4.) and my last option which I dont wanna do this but I will be contacting a lawyer and trying to sue WildWorks for stealing and theft of my money and as well lying because I know you guys can unbanned stuff you guys prefer and I have heard you guys did for others for worst stuff.

  Sincerely,
  
  ******* Soto 

   

• Initial Complaint

  Date:09/04/2024

  Type:Customer Service 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 am reaching out to seek immediate assistance regarding a critical issue with my account. My account was compromised during the 2020 data breach, resulting in my inability to access my parent dashboard account. Despite having the correct password and being able to verify my ownership of the account, I am encountering persistent errors when attempting to log in. The error message displayed is: an error has occurred.I have made several attempts to resolve this issue through customer service, but unfortunately, I have been informed that my account cannot be verified and that no further assistance can be provided. My issue was blamed on password sharing. This is NOT true. I lost access to my account due to an error in the games security system. This experience has been disappointing, especially considering the conflicting information I have observed online, where other users have had their items restored, and your customer service team claiming that it is against policy to restore ******** a loyal customer since 2012, I am deeply concerned about the lack of support and resolution in this matter. I kindly request that my situation be reviewed thoroughly, and that I be provided with a clear path to update my email and regain access to my account.I am prepared to provide any necessary documentation or further proof of ownership to facilitate the resolution of this issue. Your prompt attention and support in resolving this matter would be greatly appreciated.Thank you for your understanding and assistance.(Account username: PixelatedPancakes)

  Business Response

  Date: 09/11/2024

  Dear BBB Dispute Counselor,
  

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

  First, we'd like to note that the mailing address and email address provided in the BBB complaint do not match the contact information associated with the account in question. As such, we cannot confirm that the individual who initiated the BBB complaint is the rightful owner of this account.

  Next, we'd like to mention that we have been in communication with this user via support tickets, and in their most recent communication they let us know that they were able to regain access to their account by sending a password reset to the email address registered to the account. Were happy to hear that the user was able to access their account again after many years away, and wed like to provide some 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:
  
  ************************************************************************************************
  ****************************************************************************************************************************************
  *************************************************************************************************
  *********************************************************************************************
  
  Sincerely,
  
  AJHQ

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22242049
  
  I am rejecting this response because:

  I would like to clarify that I did not initiate the recent password reset request. When I received this email, I saw it as an opportunity to recover my Parent Dashboard and Player accounts, which have been inaccessible since 2020. Despite my attempts to resolve this issue with support previously, I was informed multiple times that my account was not associated with the email address I provided, preventing me from accessing my account.
  I understand there is a limited timeframe for returning items to players. However, due to the inaccurate information I received in the past, I was unable to take advantage of this window. I believe it is unfair that my account could not be recovered earlier, and I am now faced with this issue in 2024.
  Given the circumstances and the exact date of the compromise I provided, I respectfully request that my lost items be restored or that a refund for my membership services be issued.
  Thank you for your attention to this matter.
  
  

  Business Response

  Date: 09/20/2024

  Dear BBB Dispute Counselor,

  Thank you for notifying us of the response to complaint #********. We would like to clarify a few points:

  * Timeframe of the complaint: Prior to their recent password reset, the user states that they had not accessed the account in over 4 years. In addition, we found that no purchases have been made on the account since 2015.

  * Email Address Discrepancy: The email address associated with the complaint does not match the one registered to the account in question. Additionally, when reviewing the details of the complaint, we found that support tickets regarding this account have been submitted from multiple email addresses, none of which match the email address on file for this account. For consistent support and account verification purposes, it's important that users communicate with our support team from the email address associated with the account, and we may ask that they re-submit their query from the registered account email address for verification purposes. We have no record of any support requests being sent from the accounts registered email address. If the email address registered to the account is not one that the player uses regularly, they can change their registered email address using the instructions provided at *************************************************************************************************************;

  * Physical Address Discrepancy: The mailing address associated with the complaint does not match the one associated with the account in question. To maintain the safety and integrity of our platform, we adhere strictly to account ownership verification procedures. These measures are necessary to prevent fraudulent activity, impersonation, and other violations of our Terms of Service.

  * Security Concerns: The user mentioned that they have not accessed their account in over 4 years, and they believe that their account was compromised in 2020. According to support tickets sent by the user, they claim that the account compromise took place in April 2020. They have also made reference to a 2020 data breach, however, the data breach did not occur until October 2020, as noted in our publicly available information page at ****************************************************************************************. Our previous communication included information about Animal Jams response to the October 2020 data breach, which included resetting all player passwords and sending account safety information to all players. 

  * Refund Request: We understand the user is requesting a refund; however, our records indicate there have been no purchases on the account since 2015, five years before the reported hacking incident. 

  Due to the time that has lapsed since the players last login, our team is unable to research or verify the reported incident, which occurred over 4 years ago. Additionally, we have no ability to refund a transaction that occurred over 9 years ago.

  Sincerely,
  
  AJHQ

• Initial Complaint

  Date:08/26/2024

  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.

  I just lost everything good I had in my account. I just sent myself a blue headdress, two glitched rings. An alpha sword and snow slippers and founders hat, To my other account named Ozwi and so I received the founders hat but then it reached 500 jamaa grams and I didn't see that. I tried deleting some jamagrams on my account to see if it could show up.. But nothing showed up, I have spent every single day playing this game. And I would always send things to myself through jamagrams. I never had this issue, I didn't know that if my jamagrams were full I would lose everything I had. If there is any way I could get my stuff back. I spend days trading and I lost everything an hour ago... My other username is ozwi and it goes by the email address of ***********************
  These are some of the items I had but I traded different things. That was a picture I took yesterday.. I just didn't expect to lose everything I had because my jamagrams were full...
  
  I even tried to delete some of my jamagrams on ozwi to see if the items were there but nothing showed up.
  
  I have spent months working towards what I had and now its all gone. Because of this Animaljam full jamagram/mailbox. And I've read about it and it wasn't supposed to send items even though my jam a grams were full, but it did.

  Business Response

  Date: 08/28/2024

  Dear BBB Dispute Counselor,

  Thank you for notifying us of complaint #22199986.

  We can see that this user has submitted ticket #******* to our customer support team on 8/26/24, the same date that they filed this BBB complaint. As such, our support team has not yet had time to review the user’s ticket or account history.

  We'd like to note that our customer support team answers ticket submissions in the order in which they are received, and during periods of high volume it may take our team a few days to respond. We are a small studio and do not have unlimited resources. Submitting multiple requests before our team has had a chance to respond may result in a delayed response. 

  We look forward to discussing this matter with the customer via their support ticket, as the BBB complaint board is not a channel for account support.

  Sincerely,
  

   AJHQ

  Customer Answer

  Date: 08/29/2024

   
  
  Complaint: 22199986
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Sasha L

   

   

  They banned my two accounts as well, for inappropriate behavior or I don't know why? I don't know what I did to get both of my accounts Ozwi and After banned. They were going to look into getting my accounts items restored. And my both accounts got banned. I deserve an explanation.

  Business Response

  Date: 09/06/2024

  Dear BBB Dispute Counselor,

  Thank you for notifying us of the response to complaint #22199986.

  We have been in communication with this user via support tickets, and we have provided specific details regarding the reasons for the account bans. We cannot discuss specific details of an account’s moderation actions in a public forum such as the BBB complaint board.

  The Animal Jam Rules can be found at ********************************** and all players must agree to the Animal Jam Rules in order to create an account. Accounts found to be in violation of the Animal Jam Rules will be actioned accordingly, up to and including permanent bans.

  Sincerely,

  AJHQ
  

  
  

• Initial Complaint

  Date:08/25/2024

  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 had cancelled auto-renewal for a membership on Animal Jam Play Wild, a game created by WildWorks. They still proceeded to charge me money for a year's worth of their membership, and then about a week or two later i was logged out of my account on said game. I tried resetting my password and got a 403 forbidden error. So not only did they take money out that they were NOT supposed to, they then took away my ability to even use the membership that they took the money out for. It has been 2 months since I first contacted them and I have received no help from their customer service. Their customer service is the worst I have ever had the misfortune of dealing with. They are so inconsiderate and repeat the same things over and over, it's as if I'm not ever speaking to a real person. I want my account back, but I also feel as if the company themselves should face repercussions for their actions, lack of responsibility, and security over their users accounts. In addition to this issue, I'd been paying for membership on my account for 10 years, meaning all of the money spent on that account is now gone. I have never experienced this horrible of a company.

  Business Response

  Date: 09/01/2024

  Dear BBB Dispute Counselor,

  Thank you for notifying us of complaint #22193468.

  We'd like to note that the mailing address and email address provided in the BBB complaint do not match the contact information associated with the account in question. As such, we cannot confirm that the individual who initiated the BBB complaint is the rightful owner of this account.

  We’re sorry to hear that the user has had difficulty with logging into the game and with canceling their membership subscription. In reviewing the issue, we found that support tickets regarding this account have been submitted from a number of different email addresses, none of which match the email address on file for this account. For consistent support and account verification purposes, it's important that users communicate with our support team from the email address associated with the account, and we may ask that they re-submit their query from the registered account email address for verification purposes.

  To help resolve the login issues, we’ve reached out to the user who submitted the BBB complaint requesting additional information about the issues they are experiencing. Since we don't have access to a user’s individual device or specific login environment, we need to gather as much information as possible in order to help with troubleshooting steps for technical issues such as this.

  Meanwhile, we’ve reached out to the registered email address associated with the account in regards to their membership subscription and billing history, as we can only discuss specific account and billing details with the verified account owner. To maintain the safety and integrity of our platform, we adhere strictly to account ownership verification procedures. These measures are necessary to prevent fraudulent activity, impersonation, and other violations of our Terms of Service.

  We look forward to discussing this matter further with the user via their support ticket, as the BBB complaint board is not a channel for account support.

  Sincerely,
  

   AJHQ
  

  
  

• Initial Complaint

  Date:08/12/2024

  Type:Customer Service 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 would like to be unbanned by the end of this. I contacted them via their support portal since my player account was banned again for no reason and when i contacted them instead of talking with me about what happened they banned my parent account about a week after i submitted a support ticket even though i wasn't even playing. I have now waited over 2 weeks with no response from them as well as further action being taken on me as their response and i am feeling quite harassed at this point. I have played this game since the first year it launched with no issues but since 2020 they have started randomly having issues. I have never been anything but responsible and kind in this game with no help from their "ajhq" ever without having to bring it higher. They also let a person hack me years ago when i contacted them they told me there was nothing they could do and they continue to harass my friend who has played the game with me since highschool and their username is sn0wboarder and im tired of this harassment they allow to happen when i do nothing they ban me but they are waltzing around with my blue headdress and spikes and they dont even blink an eye at that. Nore the constant reset password attempts she does with my friends account. Its unfair treatment if you ask me.

  Business Response

  Date: 08/19/2024

  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 information regarding the moderation action on the account via support ticket. While we cannot discuss the specific details of an accounts moderation actions in a public forum such as the BBB complaint board, we can disclose that  account was banned due to violation of the Animal Jam Terms of Service found at **********************************************************, specifically section 5.

  The ban was triggered due to a scheduled security check which reveled evidence related to suspicious activity logged under the users account and device locations, Our moderation team has logs of these violations and to protect the security of our game and site, we are unable to release additional information. 

  While reviewing the users report, we found that they had filed a previous BBB complaint in 2021 under complaint #******** after their account was banned for a similar incident. While we agreed to remove the ban in 2021 as a customer service gesture, we explained to the user at the time that future violations of our Terms of Service would lead to a permanent ban that would not be lifted.

  Due to these repeated violations of the Animal Jam Terms of Service, the account ban will not be lifted. Our Terms of Service can be found at ********************************************************** and all players must agree to the Animal Jam Terms of Service in order to create an account. 
  

  Sincerely, 
  

  AJHQ
  

  
  

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22127249
  
  I am rejecting this response because:

  They said that I was contacted by them and I never was. If they had simply spoken with me I would explain that the reason I had different locations is because that week I had played at my ************** in **** then later when I got home in ****** its an unfair reason to ban me since all I did was play outside of home with zero other reasoning to believe I was hacking the game EVER. They removed spikes from adventures because of people unfairly hacking the game when other players where normally playing because its a shared server and last time in 2021 thats what happened to my account. You expect me to be able to rebuild a account I've played on since your beta because your game is broken? Please I beg of you dont do that i stand with your removal of spikes because last time i was unfairly banned for other players actions and this time because i was visiting **** to help my aunt after her being in a deadly atv accident and then playing at home? Im more than willing to work this out in anyway I can since i get the reason it was done but your banning someone who has done nothing ever to even try to hack the game. Youd think id have alot more accounts and or alot better items if that was the case but i dont. I spent 4 years of constant farming to get back up last time i got hacked and that hacker is still playing with my items yet i decide to play in **** with my sister then again in ****** with her on the phone and THATS why you ban me again? How unfair. This honestly feels like your game is a waist of time and money just like feral was since you deleted it as soon as it got popular. I can provide both addresses if you need as well i just feel so discriminated upon at this point. If your not going to reinstate my game even though ive done nothing wrong either times this has happened are you going to give me a refund for all the money ive poured into it or possibly allow me to restart with my items? Because honestly this really hurts.
  
  Sincerely,
  
  **** (*****) ******

  Business Response

  Date: 08/22/2024

  Dear BBB Dispute Counselor,

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

  As previously mentioned, we have been in communication with this user via support tickets, and wed like to note to the BBB the timeline of this request, beginning with our communications in 2021: 

  4/22/2021 - The user contacted ********************** Jam Support via ticket *******, requesting information about an account ban. Our team responded to this ticket on 4/22/2021, providing the reason for the ban and links to the Animal Jam Rules and Terms of Service. In this ticket the player admitted to taking advantage of an in-game exploit which allowed them to gain unfair advantage within the game.

  4/27/2021 - BBB complaint #******** was filed by the user in regards to this account ban.

  4/27/2021 - We communicated with the customer again via ticket *******, in which our team agreed to lift the ban as a one-time courtesy provided that the customer followed the ********************** Jam Tules going forward. This ticket stated Please be aware that any future incidents of this nature will result in a suspension that will not be lifted.

  7/18/24 - Our Security team discovered suspicious activity logged under the users account, device, and login locations, revealing that they were again attempting to disrupt game behavior in order to gain an unfair advantage over other players. As a result, the account was permanently banned, as discussed in our previous communications with them. 

  8/3/24 - The user contacted ********************** Jam Support via ticket *******, requesting information about their account ban. Our team responded to this ticket on 8/8/24, providing the reason for the ban and links to the Animal Jam Rules and Terms of Service.

  8/12/24 - BBB complaint #******** was filed by the user.

  The player may not agree with our moderation actions, however due to repeated violations of our Terms of Service and Rules, the account will remain banned permanently. We reserve the right to preserve the integrity of our game and the safety of our online community by banning any accounts that violate the Animal Jam Rules and Terms of Service. Hacking, exploiting, or deliberately disrupting our game's community, economy, or performance is prohibited. Our Security team retains provable evidence and logs of these violations, which led to the account actions in 2021 and 2024.

  We have noted the users other feedback, but it is not relevant to the reason the account was banned. We will not comment further and consider this matter closed.
  

  Sincerely,

  AJHQ

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22127249
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** (*****) ******

  I haven't had a advantage against anyone in the game ive had the same items for several years now because i dont use exploits. If it wasn't the fact that i logged in on **** on july 7th then ****** on july 18th what else could it have been? Because i haven't used any exploits so i would like to see the proof since to me i cant see anything i did wrong and a ban for violation of terms of service would require i had used an exploit which i have not. Unless its because my sister logged in on the same computer which is because we where in the same room waiting for news on my aunt and needing something to do. As i said last time i got banned i wasn't personally involved with the players exploiting the game i just so happened to accidentally end up in the same tiki trouble server since the way that adventure works is you click on it and it picks partners for you which i had no choice in. Also you emailed the wrong email. I assume intentionally avoiding the problem in question?

• Initial Complaint

  Date:07/12/2024

  Type:Facilities 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.

  First contact with ** was 06/24 when my daughters account mysteriously got banned for a TOS violation. No response from AJ. Emailed again on 06/26, no response. Emailed again on 06/29 with again NO RESPONSE. Finally after multiple (7) emails. I got a response. I have provided my IP address, screen names, ITunes screenshots, receipts, basically every single thing they have asked for.

  Business Response

  Date: 07/19/2024

  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 information regarding the moderation action on the account via support ticket. We cannot discuss the specific details of an accounts moderation actions in a public forum such as the BBB complaint board. To protect the safety and security of all player accounts we require verification of account ownership before providing specific details about an account.

  We'd like to note that our team answers support tickets in the order in which they are received, and during periods of high volume it may take our team a few days to respond. We are a small studio and do not have unlimited resources. Submitting multiple requests before our team has had a chance to respond may result in a delayed response. 
  
  We look forward to discussing this matter further with the customer via their support ticket, as the ******************** complaint board is not a channel for customer support.
  

  Sincerely,
  

  AJHQ

• Initial Complaint

  Date:06/16/2024

  Type:Service or Repair 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.

  Dear BBB/WildWorks, I have been in contact with the support team for months now for the same issue. My sons account has an error and they said they were working on a fix over 3 months ago. Still no update, some of his items are stuck and this takes away his privileges of trading his items within the game. Hes been stuck with the same items and is bored of them and wants to get something new now. Hes been patient and I dont know what to tell my son anymore because he asks me daily if there has been a response for his account and as a single parent I dont know what to do.

  Business Response

  Date: 06/21/2024

  Dear BBB Dispute Counselor, 

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

  We have been in contact with the user via our Customer Support system (ticket #******** and have updated them that we continue to look into this matter.

  We can appreciate that the user is looking for a fast resolution, but this incident and the circumstances leading up to their account being stuck, is requiring a full review of the conditions that led to this result. This requires a complete and thorough audit from our Security and Trust and Safety teams.

  There may also be account and/or Terms of Service information that we can only discuss with the user via their support ticket. Details and private account info cannot be provided in a public forum like BBB that could compromise the users anonymity and/or our product . We will not comment further on this complaint. In the meantime, the user can still play on the account or create new accounts.

  Sincerely,
  

  AJHQ

• Initial Complaint

  Date:05/26/2024

  Type:Service or Repair 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 playing Animal jam for years no issues. Today I tried to log on only to see that my account was banned. I have done nothing to break TOS rules. I have spent over hundreds on in game items. I was banned well away on a trip. May 8th 2024. I was in Atlanta an unable to log into my account. Last log in was 4/13/2024 so as you can tell I have done nothing that warrants my account getting banned anywhere near May 8th 2024. Animal jam is scamming kids into buying digital items only to unjustly ban them from the entire game.

  Business Response

  Date: 05/31/2024

  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. We cannot discuss specific details of an account’s moderation actions in a public forum such as the BBB complaint board.

  We'd also like to note that the email address provided in the BBB complaint does not match the email address associated with this account, and all of our communications are addressed to the registered parent email address associated with this account.

  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

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair 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.

  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

  Date: 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