Complaints

• Initial Complaint

  10/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I've tried to reach out to support by claimed Siad problems they can resolve and I've not been contacted by support. I feel I've been discriminated against due to some past things. I've paid and helped supporters and creators on there that I'm in good standing with. and I've tried and tried to reach out and I'm getting we've looked at you're case and closed it. no reply from support back about a problem or anything. customer support is supposed to help you and stand by what they help you with not close you're case because simply they don't wanna deal with you. I feel maybe you're ruining business with creators on there by shoving others away because maybe simply I'm assuming that you don't wanna deal with a said person. I've always been nice nobody is perfect. life happens. but please can I get a reply back from a real person who can resolve my issue from customer support. I thought authy was reliable and that's my mistake. can someone just please help me.

  Business response

  10/31/2024

  There was a delay in responding to this User Support ticket because the agent who took it on was briefly out of office. We resolved this issue as of October 23, 2024 by removing multi-factor authentication from the user's account as requested. The user indicated they were satisfied with this resolution.
  
  We are unsure what the user is referencing when they say they are "being discriminated against."

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made some contacts to them and made an appeal already. The ban reason is below, i received this email."Moderation Type: Permanent Ban Applied at: April 29, 2023 6:12 PM UTC Expires: Permanent Reason: Malicious conduct: use of client modifications. This ban is permanent."I never modified my client. I made that known yet they were giving me no unban nor even a benefit of the doubt. As someone who has been playing this game for years this is ridiculous that I can be falsely banned and denied likely by an AI. This denial is outlined below."We have reviewed your case, and regret to inform you that your appeal has been denied. By receiving this message, you are being informed that this decision is final and we will not respond to any further emails regarding your ban. This is not an automatic response, and your case has been reviewed by our moderation team.Please be sure to review the VRChat Community Guidelines. We leave it to our users to understand these rules and abide by them. Ignorance of these rules is not justification for breaking them. This ticket is now closed.VRChat ************** Team"Obviously I know the guidelines, however my ban is related to the use of some sort of modded client, which isn't allowed as of recently. However I have uninstalled any previous clients after these rules were set in place with the *** and such which makes no sense as to how this ban can be taking place now. As i mentioned to them perhaps I was hacked simply *** failed and made some false detection that I modded my client. What I request now is an unban, as it was indeed false. Rather you believe it or not, I'm obviously going to these great lengths to unban my account of many years and such, it can be assumed by you this will not happen again however I still advise your team that it never happened and your *** system should be investigated as i know many people falling victim to these such false detections.

  Business response

  06/06/2023

  I am an attorney at VRChat Inc. (VRChat) writing to respond to the complaint ID ******** submitted May 18, 2023. VRChat operates a social virtual reality platform that utilizes a technology called Easy Anti-Cheat (***) provided by Epic Games to detect modifications to the VRChat platform.
  
  After reviewing this case, we believe we acted appropriately and in a manner consistent with our Terms of Service, available at **********************************************. Sections 11 and 12 of our Terms of Service clearly state that users are prohibited from mak[ing] or attempt[ing] to make any modification to any portion of the Platform. Section **** further describes our use of *** to automatically detect modifications of the platform. All users, including the customer, have agreed to these Terms of Service as a prerequisite for accessing the platform.
  
  On April 29, 2023, the customer was automatically banned because *** detected that he was utilizing modifications to the platform. The customer appealed the ban the same day it was instituted, but provided no new information about why *** mistakenly detected modifications to the platform or other reasoning to justify overturning the ban. The *** technology is utilized by many other platforms and we have no reason to believe it made an error in this case. Additionally, upon review of the customers account following his appeal, we noted several avatars that violated our Terms of Service and Community Guidelines.
  
  We are choosing to enforce our right under the Terms of Service to permanently ban the customer. The Customer has not been billed for any ********************** services since his ban went into effect and we do not believe further action is required on our part.

  Customer response

  06/07/2023

   
  Complaint: 20076134
  
  I am rejecting this response because:

  I am not aware of any avatars breaking T.O.S, also I can not explain why the anti cheat falsely detected as I am not an expert. I simply know for a fa ct I didn't use any modifications. if you knew anything you'd already know there are many false bans taking place which ahs already been proven. Even many creators being banned falsely. Its not hing new. I would like you to prove for a fact that I did modify the client.

  
  Sincerely,
  
  *********************

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business states that modifying their products results in a ban from the product.I was a customer that optionally paid for a subscription through them and cared deeply about the product and hadn't modified their product. They claim the moderation action is final and that I have actually done so without actively reviewing the circumstances that have triggered such a ban.

  Business response

  05/02/2023

  *************** as the Deputy Head of Legal at VRChat Inc. (VRChat) I am writing to respond to the complaint ID ******** dated April 17, 2023. VRChat operates a social virtual reality platform that utilizes a technology called Easy Anti-Cheat (EAC) provided by Epic Games to detect modifications to the VRChat platform.
  
  After reviewing this case, we believe we acted appropriately and in a manner consistent with our Terms of Service, available at **********************************************. Sections 11 and 12 of our Terms of Service clearly state that users are prohibited from mak[ing]or attempt[ing] to make any modification to any portion of the Platform.Section **** further describes our use of EAC to automatically detect modifications of the platform. All users, including the customer, have agreed to these Terms of Service as a prerequisite for accessing the platform.
  
  On December 13, 2022, the customer was automatically banned because EAC detected the use of modifications to the platform. The customer appealed the ban, claiming their use of programs that triggered EAC was inadvertent. We reversed the ban and informed the customer to ensure it did not happen again. On April 11, 2023, EAC once again detected that the customer was using programs that modified the platform and the customer was again banned. We have once more reviewed the relevant logs and determined the ban was justified. 
  
  Our EAC technology is utilized by many other platforms and we have no reason to believe it made an error in this case. The customer even previously admitted that they may have been using programs that triggered EAC to ban them.Since we already provided the customer with a second chance, we are choosing to enforce our right under the Terms of Service to permanently ban the customer.The customer could have cancelled their paid ********************** Plus subscription at any time, but in the interest of resolving this issue, we will do the following in the next 24 hours: (1) cancel the subscription for them; and (2) refund the amount they paid to their Steam wallet for the monthly renewal that occurred after their ban. Please note that we are only able to issue refunds to Steam Wallets, not the original payment method pursuant to Steams Terms of Service.

*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. ↩