• Report: #880614

Complaint Review: Big Fish Games

  • Submitted: Wed, May 09, 2012
  • Updated: Sat, May 12, 2012

  • Reported By: Connie — Santa Clara California United States of America
Big Fish Games
333 Elliott Avenue West, Suite 200 Seattle, Washington United States of America

Big Fish Games Big Fish Games online Montly $6.99 charge on my credit card Seattle, Washington

*Author of original report: Big Fish came through for me

*Consumer Comment: Terms and conditions

*Author of original report: Big Fish unauthorized Monthly recuring charge

*Author of original report: Big Fish unauthorized Monthly recuring charge

*Consumer Comment: Sorry

*Consumer Comment: free games

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Monthly recurring charge

I felt stupid because I didn't realize that there would be a recurring $6.99 monthly charge for buying Plants Vs. Zombies for my son. I was shocked to see there's a $6.99 since last December on this credit card. I spent about 30
minutes on the site trying to cancel this "Membership" and I'm so lost.  There is no easy button to click to cancel this "Membership".  I ended up email them but really a company like Big Fish had to resort to trickery like this?  

I didn't want to spend too much money for the game for my son and I guess I ended up paying for more since Dec 2011. $7/month X 5 = $35 and could be more if I didn't caught it on my credit card charge!

I'll go ahead and dispute this charge with my credit card company.

Not so honest business pratice for a companyh like Big Fish!

This report was posted on Ripoff Report on 05/09/2012 11:13 PM and is a permanent record located here: http://www.ripoffreport.com/r/Big-Fish-Games/Seattle-Washington-98119/Big-Fish-Games-Big-Fish-Games-online-Montly-699-charge-on-my-credit-card-Seattle-Washin-880614. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
3Author 3Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Big Fish came through for me

AUTHOR: Connie - (United States of America)

Here's the response from Big Fish.  I'll take their words that the charges will get revert back in the next 5 to 7 business days.  If they do, then I do appreciate their top notch Customer Service.  I honestly didn't remember the 2nd account was set up but nevertheless I am cheap and surely didn't want to sign up for membership that I didn't want and didn't use.   Please consider that I retract any bad things I might have said about Big Fish and I do apologize once my account is made whole again.



Thanks all for your inputs

Connie

--****----

May 10, 2012 11:47 AM 

Hey Connie,

This is Taylor R. in Seattle. I understand that a Big Fish Game Club membership may have been inadvertently added to your account. I certainly wouldn't want to pay for anything that I was unaware of, and I can definitely help you get that membership canceled, and return any membership charges.

After searching your information in our system, I discovered a second account under your name, registered with the email address (((REDACTED))). It looks like this account had an active membership, and has been incurring charges.

The Big Fish Game Club is an ongoing monthly subscription service that we offer, with benefits like discounted prices on games, Punch Card offers, and Live Chat Support, as well as many other perks.

What seems to have happened is that this membership began as a free trial with the purchase of Plants vs Zombies, on Jan 3rd, and became a full membership at the end of the 1 month free trial period. Im so sorry for the confusion. We offer this membership at checkout so that customers who intend to buy many games can get the best prices on all of them.

Since this membership is clearly not something that you intended to start, I have gone ahead and canceled it, so that all charges will stop immediately. Im so sorry for the confusion. I am also happy to issue you a refund for the 4 monthly membership charges on this account, as well as the initial game purchase, since I can see that you also purchased this game on your main (((REDACTED))). You should see those 5 refunds (4 for $6.99, and one for $2.09) reflected on your bank statement in the next 5 to 7 business days.

Also be sure to remember that you can certainly always purchase and play our games without being a Game Club member. If youd like to purchase any games in the future, just make sure to leave the box to Reactivate Big Fish Game Club unchecked while purchasing your next game.

It also sounds like your web browser might be looping you back to different pages. The problem could be that your web browser is saving data that is incompatible with our website. This can keep sign in and purchase functions from going through correctly, but don't worry, I can help you clear your browsing history, which should solve the problem.

Looking at your details, I can see that you may be using the browser Internet Explorer. Just open up Internet Explorer and follow these steps:

1. Select Tools near the top of your browser window (if you dont see Tools at the top, press the Alt key on your keyboard and it should appear).

2. Click Delete browsing history which is the first option listed in the Tools drop-down menu.

3. Un-check the box next to Preserve Favorites website data.

4. Make sure Temporary Internet Files, Cookies, and History are checked. Then click the Delete button.

When this is done, close and reopen your browser.Once again, I have canceled that membership, and you should see those 5 refunds coming back to you in the next 5 to 7 business days.

Thanks Connie, I'm so glad that you caught this, so that I could get this sorted out and stop those unwanted charges for you. If you have any other questions or concerns, feel free to reply directly to this email and I will happily assist you further. Have a great day!

Best wishes,

Taylor R.

www.BigFishGames.com

Splashin' around the pond Monday - Friday

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#2 Consumer Comment

Terms and conditions

AUTHOR: Ashley - (U.S.A.)

Did you read the terms and conditions? I guaruntee you that the membership and recurring fee are in the terms and conditions. You likely checked the box saying you agreed to the terms and conditions without actually reading them.

You should also look through the terms and conditions anyways, for them to charge you a recurring fee there need to be information on how to cancel. It should be in that agreement.

Unfortunately, you are unlikely to get anything but the last 60 days as a refund. You typically only have 60 days to dispute a charge on your credit cards. You should probably be reading your monthly statements and catch these charges right away.
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#3 Author of original report

Big Fish unauthorized Monthly recuring charge

AUTHOR: Connie - (United States of America)

Thanks for your thoughtful reply.   I signed in and can't find my credit card info anywhere on "My Account".  That's the puzzle.  Did Big Fish retain my credit card info somewhere without me knowning this?  I can't cancel the "Membership" because it's not there for me to cancel.  what even sadder is Big Fish prompting me to sign up for it.  NO thank you BIG FISH.  I just want me money back please.



It all started around Christmas when I bought the game "Plants vs. Zombies" for my son for $2.99.  I thought that was it but then yesterday I found out there has been $6.99 monthly charge on my credit card.  I can't cancel this "Membership" anywhere on "My Account".  I have no credit for any other games that I can see.  It's so Frustrating!   How can Big Fish to this and get away with it?





"You can fight it on your credit card but why would you? You never had to sign up for a subscription but you did. They do not hide anything. Actually they are one of the websites who do not hide anything. Good luck with whatever you do."  I did contact my credit card company and Big Fish as well.   Let see who will get back to me first, lol.  I never sign up for this membership deal, really. 

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#4 Author of original report

Big Fish unauthorized Monthly recuring charge

AUTHOR: Connie - (United States of America)

The thing is I am pretty sure I didn't sign up for that membership at all.  I was careful not to sign it up yet there are still $6.99 showed up on my credit card statement.  Shame on me for not going over line by line to pick out the charge by Big Fish.  Just found out yesterday and have been trying to contact Big Fish.  The "Live Chat" is a joke because it won't connect me.  I can't call because there's no phone number listed.  I have emailed Big Fish and hopefully I will heard back from them soon.



When I click on "My Account", I can't find a way to cancel this $6.99.  Even sadder is it is trying to prompt me to sign up for "Membership" deal.  NO Thank you!  I thought I would save some money with Big Fish but turned out  it's not a good deal at all! 

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#5 Consumer Comment

Sorry

AUTHOR: Mrs. M - (USA)

I was a member of Bigfishgames.com for over a year. You have to put in your credit card information. It shows you when you sign in, in which you had to do , put in your credit card info . If you have been a member since Dec of last year then you have some game credits. That is why they charge you 6.99 a month. So its may...you know have around 5 game credits. You turn those in for games. Its not complicated. Do you think you were charged 6.99 for a simple game ? In this day and age nothing is that simple.

Go to your account , sign in, go to billing and info, delete your credit card info., go to my game club and click cancel subscription. Make sure to delete your credit card info in the billing info. Make sure to use up your free game credits or you lose them.

You can fight it on your credit card but why would you? You never had to sign up for a subscription but you did. They do not hide anything. Actually they are one of the websites who do not hide anything. Good luck with whatever you do.
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#6 Consumer Comment

free games

AUTHOR: Nancy - (U.S.A.)

You need to actually READ the sight.  That 6.99 a month entitles you to one free game every month, so you have four games coming. Go to bigfishgames.com. On their home page are several tabs. One saya MY ACCOUNT. TRY using that
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