Complaints

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:14/06/2024

  Type:Service or Repair 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.

  This business runs an app called My Singing Monsters, available in mobile app stores. Inside the app is an offer wall where users can complete tasks, such as trials of other games, service sign-**** etc. in exchange for in-game currency. During the first two weeks of June 2024, I completed one of these offers, following its instructions exactly, but was not awarded the promised in-game currency. I contacted the business, and they claimed to not be able to help, because they rely on a third party partner to run the offer wall. They gave me instructions to contact to the third party, but the instructions were inaccurate and I was unable to make contact. I let the developer know, and they said there was nothing more they could do, even claiming they are unable to work with their own third party partner to resolve the issue. A search of internet forums and message boards shows that this is a fairly common occurrence.

  Business Response

  Date: 24/06/2024

  Offerwalls are third party services commonly utilized in mobile games that provide customers with in-game currency for performing external tasks for marketing agencies (eg. subscribing to a service, completing a survey, watching an ad, installing an application or game, etc.). When there are any issues with this service, the customer directly reports the issue to the offerwall provider through their interface in-game.
  
  In this case, the customer did not initially receive their reward and contacted our support team. Our support team sent them instructions on how to access the offerwall reporting system. In further communication, we learned that they were having difficulty accessing this. We let the customer know that we would look into this further, but could not promise a solution. We then escalated the issue to the offerwall provider;they resolved the issue and rewarded the customer with their in-game currency.As this process takes time, we believe the customer wrote into ********************** before it was resolved by the offerwall provider.
  
  We take great pride in our customer service at ********************. We are working with our offerwall provider to improve communication about both the in-game reporting and the escalation process to ensure customer satisfaction in a timely manner.

  Customer Answer

  Date: 24/06/2024

   
  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,
  
  ***********************************

• Initial Complaint

  Date:07/11/2023

  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.

  October 24, 2023 I attempted to purchase "bowl of diamonds" for my kid and the transaction werent going through. I tried 3 different cards but it was obviously it was an issue on their end. All purchases said they didn't go through so I thought no big deal yet I was WRONGFULLY CHARGE. There was an issue with there system and purchases were not going through and they had an announcement about this issue YET 5 days LATER I WAS FRAUDULENTLY CHARGED. I was not given an products nor have I been refunded. I am not going there all this hassle because they are ignoring my emails.

  Business Response

  Date: 21/11/2023

  We released a new update in My Singing Monsters: **** of Fire on October 25th. We identified an issue with in-app purchases preventing users from receiving currency from completed transactions on October 26th, and we released an update to resolve this issue on October 27th. All users were credited the appropriate amount of virtual currency from any outstanding purchases to their in-game mailboxes on November 10th.
  
  
  We were not able to find any corresponding support tickets under your email address or name - please reach out to us directly at ***************************************** if you are still unable to locate the currency sent to your in-game mailbox.
  
  
  We are not able to provide a refund in accordance with our Terms of Service: ******************************************************(See Section 4 Virtual Commodities and Virtual Currency). However, you can request a refund from Apple:
  1. Sign in to reportaproblem.apple.com.
  2. Tap or click "I'd like to," then choose "Request a refund."
  3. Choose the reason why you want a refund, then choose Next.
  4. Choose the purchase, then choose Submit.