ComplaintsforTotal Games Online

• Initial Complaint

  12/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello, I have been billed $55.00 per transaction on 9/29, 10/02, 10/12, 10/16, 10/30, 11/13, 11/27, and 12/11/2023 including a first bill of $2.00 on 9/26/2023. These transactions came out automatically from my checking account with North Easton Savings Bank. These are not authorized transactions and I have never signed up for this service. I am looking for the money to be put back into my checking account immediately.

  Business response

  12/21/2023

  Dear BBB,
  We have received a notification regarding a dispute opened by Ms.****** ******.
  At totalgames.online we offer access to premium online games content, and aim to provide the best experience to our customers, giving our members the freedom to access the content on our platform at any time from anywhere. The services and the platform´s content were made available to the user from the first moment and for the whole time the membership was active. The user was notified before and after each automatic renewal for access and had the options to cancel at any time or simply skip a renewal and keep the account active.
  Ms. ****** as a user is important to us, so we would like to mention that all 6 transactions of $55 each, were refunded on December 19th and 20th 2023 for access to the platform´s content, and returned to the user´s initial payment method.
  We therefore request respectfully, that the claim against us be closed for the aforementioned reason.
  Please don’t hesitate to get in contact with us if you require further assistance.
  Best regards,
  Legal & Compliance
  
  

• Initial Complaint

  09/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My debit card was charged a total of $112.00 by this company. I have not used my card for this company nor purchased anything from this company. I have not authorized any charges to them. I do not even know of this company. The charges were taken from my debit card as follows: $2.00 on September 13, 2023, $55.00 on September 16, 2023 & $55.00 on September 30, 2023. It is stated that the charges are for card purchases. I have not purchased any cards and I do not do online gaming. I am a 73 year old woman on a fixed monthly disability income & cannot afford such things. Please refund the money back to my card.

  Business response

  10/02/2023

  Dear BBB,
  This is a replay to the notification received in regards to Ms.********* ******** complaint. Our services consist in getting access to premium online games content, providing a different experience to customers, giving customers the freedom to choose what and when to access and view. 
  Having said that, there is no evidence that we are responsible for the misuse of the subscription plan, the services were made available immediately as promised and stated in our Terms and Conditions.
  Taking into consideration that all our customer´s are important to us, and in good faith from our side, we have refunded today the two $55 transactions made by Ms.********* ****** for access to the platform´s content. The amounts will be returned to the initial payment method used by the customer.
  Respectfully, I therefore request that you drop your claim against us for the reasons exposed. If you have any further enquiries, please don’t hesitate to contact us.
  Kind regards,
  
  

• Initial Complaint

  04/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I noticed the $55 charge on my credit card bill and I called them in an effort to find out what it was for, after several emails back and forth I was told the $55 was non-refundable. I never ordered nor did I receive some sort of digital website membership (still don't exactly know what it is that I supposedly authorized) or how it works. I was told that they had confirmed the charge with my bank but it was charged on my credit card. They said they had sent a email confirmation, I went back thru my garbage and could not find any emails from them at that time. I would never have signed for "A digital website" I am 75 yrs. old and can hardly type let alone play some on line game.

  Business response

  04/28/2023

  Dear BBB,
  This message is in response to your correspondence, dated 27.04.2023, in which ******************* is requesting to receive a refund due to the charges for the membership plan. 
  At totalgames.online we offer access to premium content delivered online related to games. We provide a different experience to customers granting access to our online library so they can choose when and what to access from our available content.
  After evaluating the customer account, we have verified that he had signed up to our services and then contacted our *************************** to cancel the membership on 20.04.2023.
  Having said that, there is no evidence that we are responsible for the misuse of the subscription plan, the services were made available immediately as promised and stated in our Terms and Conditions.
  Taking into consideration that all our customers are important to us, and in good faith from our side, we decided to refund on the payment method associated to the account the 55 $ transaction made by the user, representing the access to the platform content. You can find the receipt in attachment. Please note that it can take up to a week for the transaction to be effective, depending on the bank.
  Respectfully, I therefore request that you drop your claim against us for the reasons exposed.
  If you have any further enquiries, please dont hesitate to contact us.
  Sincerely,
  Legal & Compliance 
  
  
  
  
  

  Customer response

  04/28/2023

  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.
  
  Sincerely,
  
  *******************************

  Customer response

  04/28/2023

  I accept their proposed resolution, that is all I wanted in the 1st place.

*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. ↩