Complaints

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Back in 2021, Neopets was hacked and my account information was stolen. Because of this, my account **************** was frozen. I attempted to recover the account in 2022, telling them that my email provider had switched to a different provider, but they said they needed @integra as verification. In June of 2024, I attempted to regain access again to my account and was immediately given access by ******. 2 weeks later, my account was frozen for little to no reason, (as well as no explanation as to why my account was so easily returned then revoked 14 days later). I am now attempting to regain access to the account (using my new provider's email, along with company proof that the provider switched hands) but customer service refuses to listen to me. For verification, they require payment made on the account, which I never made, and the other information they say is useful that I have (including friends on the account, and emails that were sent back and forth) are seemingly useless, despite customer service stating that this is an effective way to return accounts to their users. They have also stated that "closing tickets" not resolving them, is what they are told to do.I wish to have my account back/to finish the job. Thank you.

  Business response

  09/04/2024

  Dear Customer,

   

    If you're trying to contact Neopets please refer to  ************************************************* and specify which Neopets support you need. Each related Neopets game have a different staff department that handles to the specific request. If you are unhappy with the support you've received you can escalate your issue within that specific department.

   

  Best Regards,

   

  NetDragon Websoft Support

• Initial Complaint

  08/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Back in 2021, Neopets was hacked and my account information was stolen. Due to this, my account was frozen. A customer service representative returned my account for 2 weeks back in July with limited explanation on my part, but it was frozen a second time for no reason (and no explanation as to why one support team member gave me back my account and another re-froze it.) I am now unable to get back into my account as customer service requires information that I no longer have access to.The original email provider associated with this account switched to a different provider back in 2018, and I never changed the email as I figured I didn't have to, and although I have access to that new email provider (including proof from the company's site that this transfer from @Integra to @Nuveramail took place), customer service refuses to accept the new email as legitimate and will only accept an email verification from my (now defunct) Integra mail. (It is now Nuvera as per the email provider's admission.)I have listed multiple things on the account multiple times, including the friends I remember, an email sent back and forth on the account as proof, but customer service also does not accept it. The only other thing they accept is real world payment noted on the account, but I never bought anything using real money on the account (either a premium membership or real money virtual items).I desire to have my account back/finish the job. Thank you.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  In short: the company has blocked my access to my account in which I have spent hundreds of dollars over the years and refuses to answer support tickets. I have 3 accounts with this company on their Neopets platform, the oldest of which was created 21 years ago. Recently they instituted a policy of resetting each users password without their consent and they require you to request a password reset link which should be sent to your email. I requested a reset link for all 3 accounts, none of which generated an email. As a result I cannot access my accounts I submitted one support ticket on 3/4/2024 for each account (3 tickets). The ticket # associated with my oldest account is ******. I have received no response even acknowledging that a support staff member has been assigned to my case, let alone a resolution. Searching on reddit and elsewhere on the internet reveals that the company has not responded to user tickets in months or even years. This is an unacceptable delay. I have reached out to the company on ******** and ******* to let them know I havent even received a staff assignment. The ******** account sent me a response acknowledging my message but was not otherwise able to assist in any way. Preventing me from accessing accounts on which I have spent real money is tantamount to theft. Though I have only experienced a 2-day delay so far (which while still unacceptable is not as bad as a year-long delay) I am submitting this complaint proactively because I dont think I am likely to receive anything approaching a timely response from the company without BBBs assistance. Please help.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I am an avid neopets player and lately I have been getting my account frozen and the neopets team has not been helpful at all. Was working with ***** and she was starting to get somewhere, but I was browsing on a side account and also was frozen on there and well as other side accounts. They are. accusing me of breaking the rules in trading pets when I have not done anything. My account and pets are being targeted once I trade for them and the neopets team is not doing a thing about it. They just freeze me and keep it moving. While others are trading for the same pets on the site, I am the one being targeted and losing my stuff. I really want my accounts back. The neopets team can look at these ticket # for reference #***** & #******

• Initial Complaint

  08/22/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had been playing Neopets on and off since **** and a "compromised pet" came into my possession a year or two ago while trading. I was frozen and accused of buying and selling pets on the site (which is considered illegal) and I put in a ticket because I had never bought anything from another user. My tickets had been turned down by staff who were adamant that it was my fault. I decided to wait a while and submit another ticket and now I'm being told that I need access to the original email that's on file for the account. The email is a defunct domain and there's no way I can access it. I have never bought or sold pets but for some reason Neopets is accusing me of doing that.If you do NOT have access to the email used to create your account, just know that Neopets is under no obligation to help you or give it back and they WILL be incredibly difficult about it. A lot of people have this issue. Support wasn't helpful in the slightest and now my account is frozen without the prospect of me getting it returned. Please be wary of your email and if you decide to invest any time and money in this site. They also delete Neocash items from other users and refuse to take any ownership of the problem and return what had been deleted. They've had a few data breaches in the past and then say "the site cannot be hacked, maybe you shouldn't give out your information!"Just know that all your info is floating around out there because of the Neopets data breach and I suggest adding extra security to your emails. If you play this game and don't have the original email anymore consider yourself at risk.

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I joined Neopets many years ago. I've played it off and on throughout the years. Recently I logged in and played the game a bit. Then the next day it asked me to log in again. It said I needed to change my password. So I went through the processes of changing my password. The company sends a pop-up saying that if you don't receive the mail within an hour to contact customer support. I contacted customer support because it had been over an hour. No answer for a week. So I attempted again, even checking and double checking my spam and junk folders. It has been 3 more days and no response from customer support.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am a member of the virtual pet site called Neopets (Neopets.com) and have purchased virtual items, referred to as Neocash items, with *** currency since 2007 when they created the ** Mall. On May 2, 2022 support staff inappropriately deleted over 20 thousand Neocash items from my account; my best approximation of the *** value of these items is $20,000. I had initially contacted the support staff to have 2 glitched Neocash items to be removed from my account; however, the support staff also deleted many non-glitched items (approximately 20 thousand Neocash items)from my account. Having almost my whole collection of Neocash items deleted was clearly not part of my request. I promptly notified the support staff of the error. I requested that the status of my virtual items be restored, prior to the support staff involvement with the glitched items.Unfortunately, I have not had resolution to this matter despite utilizing the usual outlets to resolve site issues. It has just been over one year since the onset of this dispute. The following is a list of a few ways that I, as well as others, have attempted to achieve a resolution: 1) Utilizing the support system (Ticket system) on Neopets 2)Emailing the Jumpstart CEO, ***** (***) ********* 3) Posting onsite and on social media to spread awareness of the issue.Through my attempts to have this matter resolved, I have become informed of at least two other users of Neopets who are in a similar position as mine; these users have also had a large portion of their virtual item collection deleted after involving support staff regarding glitched items.The resolution that I am seeking is restoration of my missing virtual Neocash items that were deleted by Neopets support staff on May 3rd 2022. I have been informed that there is a log of the deleted items accessible to the Neopets support staff.However, it is not clear to me why the support staff has not acted yet to restore my items. To date, I have not received any meaningful communication with the Neopets team regarding the status of this issue.I greatly appreciate your assistance in my case. Please let me know if additional information is required

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Jumpstart games is the parent company of many online games. My complain specifically is in respects to Neopets.com. Jumpstart games has neglected the security of the site for years, over a decade even, resulting in constant security breaches that break their terms of service agreement to the user basis. There is never a resolution that can be considered adequate to users affected, I myself have lost access to my account for months at a time due to their negligence and unrealistic support staff. Their terms of service guarantee safety to the user basis and support in the event that site issues impact gaming experience. As a user who has paid 100$'s of dollars over years of playing the game, the constant neglect and lack of support and resolution is now no longer valid. Users are not at fault for an outdate security system and a staff too small to help in a timely manner. The issue spawns from constant hackings which in itself can provide the hackers personally identifiable information which is even bigger issue. Apart from Jumpstart legally breaking terms of service agreements laid out by them, they are not equipped to help the users when hacking issues are experienced. As patient as I have been, i can no longer sit idle while my concerns and issues are not addressed to the appropriate manner. I demand a contact by ***************************** the *** who I have tried to reach out to directly with not a word. Support staff continues to give generic answers to my concerns and requests. I highly recommend someone contact me to resolve my issues and concerns.

  Customer response

  05/12/2023

  my address is *****************, apartment *********************************

• Initial Complaint

  04/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have been playing on the website www.neopets.com since 2008 on an account called 'rangled' until the account was banned in November 2022. Multiple attempts have been made to contact the company to seek clarification and information on the circumstances and evidence which resulted in the account being banned. Both times I contacted the company I was given conflicting reasons on why the account was banned with no further information provided other then a refusal to return the account and a 'one sentence' reason. I also paid a quarterly membership fee on the site which enhanced the experience. I was charged this quarterly membership fee again after the date that the account was banned for the next period of time.I would like to request assistance obtaining a resolution between myself and the business, with the end goal being the reinstatement of the account.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Following a site wide security breach, on July 30th access to my account was given to a malicious online thief. Staff repeatedly gave the thief my personal data and have not followed my reports or taken action against them. I want my account back and I want an explanation for the horrible inappropriate responses of the staff who handled my situation.

*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. ↩