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165618186 2017-12-05 23:05:12

Hi could you look into my account I had a message to contact you.

Shiz 2017-12-05 23:05:31


Hello and welcome to IGG Live Support. This is GM Shiz.

Shiz 2017-12-05 23:06:24


Hello there

Shiz 2017-12-05 23:06:32


May I confirm if this is for the account (165618186)?

165618186 2017-12-05 23:07:46


Yes it is.

Shiz 2017-12-05 23:09:15


I see, please hold on for a moment

165618186 2017-12-05 23:11:19


Ok

Shiz 2017-12-05 23:12:05


I do regret to inform you that Amazon has sent us a notification that your
account with IGGID (165618186) has a chargeback. Please note that total amount
of your account's chargeback is (34.96) USD.

Meanwhile, for this to be sorted out, you may need to have the chargeback in
the account be paid first from this link
(http://pay.igg.com/reimbursement/mobile.php) Once done, please provide us the
Order Number from the payment made for us to have this be processed.

Lastly, if there are some doubts or concern about the said chargeback, we
encourage you to have this be confirmed at Amazon as normally, this are caused
by a purchase made that was refunded at them. The date(s) of the chargeback in
the account is for purchase(s) made last (2016-09-29).

Shiz 2017-12-05 23:16:21


Hi, are you still there?

165618186 2017-12-05 23:18:28


Yes.

Shiz 2017-12-05 23:18:48


Hello there

165618186 2017-12-05 23:20:43


You must think I'm stupid if you think I'm going to pay that charge back its
for the authorities to sort out.
Shiz 2017-12-05 23:21:01
I'm sorry, may I know what do you mean exactly?

165618186 2017-12-05 23:22:03


You said I have to clear the charge back to move forward?

165618186 2017-12-05 23:22:37


I have also been hacked since you rolled back your game.

Shiz 2017-12-05 23:24:51


Settling the amount is not mandatory unless you want to avoid / remove
restrictions in the future or if there are already some now in your game account.
IGG wont be forcing you as well to have those cleared for it will be your decision
if you want to do so or not. What we would like to inform you is that if
restrictions take effect, that would be the only way to remove it.

165618186 2017-12-05 23:27:07


That sounds like a clever con pay or restrictions will be put in place.so ppl
then pay.

165618186 2017-12-05 23:27:30


Attachment: 15124876505744.png

165618186 2017-12-05 23:27:51


Attachment: 15124876716638.png

165618186 2017-12-05 23:28:01


Attachment: 15124876819794.png

165618186 2017-12-05 23:29:01


Attachment: 15124877412403.png

Shiz 2017-12-05 23:29:44


How may I assist you with these images?

165618186 2017-12-05 23:30:33


This is a result of your roll back someone hacked my account

165618186 2017-12-05 23:31:13


And spent some gems and played my game.

165618186 2017-12-05 23:32:11


Forget that for the moment how are you going to sort the charge back

Shiz 2017-12-05 23:32:53


You are asking us on how are we going to sort the chargeback?
165618186 2017-12-05 23:33:13
So are you implying someone has spent some money on my account?

Shiz 2017-12-05 23:34:22


That we will be unable to know for we are not the one handling how orders are
being processed. If someone did it in your account then Amazon is the one to
check it since they are the one verifying on who makes the purchase before they
proceed on processing it.

165618186 2017-12-05 23:35:18


So what is meant by charge back?

Shiz 2017-12-05 23:36:33


Chargeback in this case happened is when the purchase made was refunded but the
package ordered is not returned and remained in the account making it free

165618186 2017-12-05 23:37:09


So why is igg involved?

Shiz 2017-12-05 23:38:27


We are involved as the chargeback happened in your game account.

165618186 2017-12-05 23:39:16


This sounds like I need to contact amazon.so the said purchase was for what items
in the game?

Shiz 2017-12-05 23:41:27


Here are the names of the packages as per what the receipt / purchase history
will show you:

Rath Pack I Activity


Rath Pack II Activity
1400 Treaty Coins (x2)

165618186 2017-12-05 23:43:35


Ok that does sound dodgy as my Rath has been evolved for a long time hence I
wouldn't be purchasing Rath items.

165618186 2017-12-05 23:44:03


Treaty coins?

165618186 2017-12-05 23:44:49


So I need to speak to Amazon about this incident?

Shiz 2017-12-05 23:45:13


Yes, that is correct specially if you have some doubts and just a reminder these
are all purchased last 2016-09-29.
165618186 2017-12-05 23:45:44
A year ago?

165618186 2017-12-05 23:46:17


Why has this taken this length of time?

165618186 2017-12-05 23:47:09


Are you also saying Amazon hasn't paid you for those items from my account?

165618186 2017-12-05 23:47:54


As I don't understand why it has taken so long and is now here not sorted?

Shiz 2017-12-05 23:48:20


Amazon have paid the said purchases, what we would like to inform you that it
was refunded at them and they just inform us about it before we can tag an
account with chargeback for we wont know it unless Amazon says it's done.

Shiz 2017-12-05 23:50:50


On why it has taken this long, I believe IGG gave exemption not to restrict your
account instantly due to your purchases and for maybe you have just overlooked
what happened but to be sure. I still recommend having Amazon be contacted about
the status of these purchases last 2016-09-29.

165618186 2017-12-05 23:52:25


And say what as I don't understand why this has happened?

165618186 2017-12-05 23:53:09


So what do Amazon need to do?

Shiz 2017-12-05 23:54:33


Amazon will check the status of the orders I have mentioned to see if those are
really refunded or not for from what they informed us, those are refunded at
them forcing us to tag your account with a chargeback. I recommend as well that
you document what they'll inform you as we'll likely need it if you contest these
activities to us.

165618186 2017-12-05 23:57:15


So your saying you need paying for those items and Amazon did pay for them through
my account but then claimed the money back but you still need paying?

Shiz 2017-12-06 00:00:20


I'll try to have it simplified to avoid confusion. Packages are paid at Amazon
and Packages are received by your Account. Packages however are refunded at
Amazon while Packages remain in your Account. Money was removed from us (IGG)
but Packages are still in your Account which makes it Free. Since it became Unpaid
(Due to Refund), IGG is forced to tag Chargeback in Account due to Packages needed
to be Paid. You could also check this link from a player before that created
a simple guide on how this works
(http://cc.forum.igg.com/topic?fcid=267&ctid=208672&nfid=0)

165618186 2017-12-06 00:03:10


I still don't completely understand how you and Amazon work together but it sounds
like no one has used my account to purchase items but Amazon have reclaimed money
from you leaving an outstanding debit??

Shiz 2017-12-06 00:05:19


As a refund was requested at them, they will take the money back from us as the
reason why we are forced to tag a chargeback in the game account for players
to know that they have something to clear.

165618186 2017-12-06 00:07:06


So at least Amazon did this not an outside individual.And now I have a debit
on my account with you yes?

Shiz 2017-12-06 00:09:02


On why they processed a refund request is something we are unable to determine
for they are the one who verifies it but due to it, something is needed to be
paid in your game account.

165618186 2017-12-06 00:10:40


That seems to be between igg and Amazon and not me you need to take that up with
them not me.

165618186 2017-12-06 00:11:28


You are attacking me as I'm the least resistance whereas Amazon is massive.

165618186 2017-12-06 00:13:00


I will let Amazon know you are trying to blackmail me into clearing a debit when
igg need to contact amazon direct.

Shiz 2017-12-06 00:13:15


What Amazon did is to grant the refund request. On who requested it is something
we are unable to know for Amazon is the one verifying it before having it processed.
What Amazon did to us is to simply inform us that a refund was made under the
game account 165618186 as the reason why we communicate with the account owner
and not with Amazon. If you have not done the request then you really need to
contact Amazon on how or why it happened for what we are doing is based on what
they just tell us.

Shiz 2017-12-06 00:14:16


You may contact them if needed no worries on that for that is our advise as well.
I just hope that after reaching them, everything will be sorted out and I wish
you a good day despite of this.

165618186 2017-12-06 00:15:01


I don't need to do anything you need to ask those questions from the company
who requested there monies back.

165618186 2017-12-06 00:16:00


They then should be able to tell you why they requested that money back.

165618186 2017-12-06 00:16:55


And they should give you the answers you are looking for to close it.

Shiz 2017-12-06 00:17:16


Unfortunately, we wont be contacting them about this for our concern is with
the account and not with who or what caused the refund. What we know here is
that someone initiated a refund from Amazon for that is what they informed us
and that needs to be settled if the player wants to remove / avoid restrictions .
If player has no intentions for those two then player does not need to settle
it as well.

Shiz 2017-12-06 00:18:40


Please be reminded that we are not in need of answers for we know what happened.
What we are informing you is to contact them if you would like to know who
initiated it and on why as that is the reason why your account is tagged with
a chargeback and that is our only concern here.

165618186 2017-12-06 00:19:16


Ok that is blackmail as I didn't request the money back from you Amazon did so
you should be contacted them.

165618186 2017-12-06 00:19:49


Could you forward this chat to my email please rachael.hornby@ntlworld.com

Shiz 2017-12-06 00:21:11


Sure thing, I'll have our team email this to you and as a reminder, please be
advised that we are not blackmailing you here. We are just looking to get the
payment that was refunded at Amazon. On why it was refunded on who did it is
something we are unable to know for Amazon is the one processing it and regardless
of who did it, the chargeback is still with the account and not to the person
who have done it.

165618186 2017-12-06 00:21:25


So if Amazon contact you and say this is ok then all this is sorted yes?

Shiz 2017-12-06 00:22:43


It will be sorted if the chargeback is cleared. If the say that the packages
we mentioned as purchased on the date provided earlier are not refunded, please
provide a document / proof stating that Amazon informed you that then we'll check
on what must be done with this.

165618186 2017-12-06 00:22:48


Or what ever Amazon say to me you still need paying no matter what they say or
do yes?

165618186 2017-12-06 00:24:30


So Amazon can't contact you I need some evidence from Amazon to forward onto
you?

Shiz 2017-12-06 00:24:39


I'll give a possible scenario after contacting them. If Amazon said that these
are indeed refunded, you will be needing to settle the chargeback at
(http://pay.igg.com/reimbursement/mobile.php) if you want to avoid / remove
restrictions then if Amazon says that these are not refunded, provide us a
document / proof stating that Amazon informed you that then we'll check on what
must be done with this. Repayment wont be necessary if that's the case until
further notice.

Shiz 2017-12-06 00:28:02


Hi, are you still there?

165618186 2017-12-06 00:28:12


I am

Shiz 2017-12-06 00:28:21


Glad to know that

Shiz 2017-12-06 00:28:42


For now, may I ask if there are other concerns with this matter?

165618186 2017-12-06 00:30:15


The problem is between you an Amazon your parameters when a refund is requested
is to ask why for example if you return a garment why the answer could be it
is faulty or to small for me ok that's fine sir

Shiz 2017-12-06 00:33:15


On what the conditions of Amazon are for refund is something we are unable to
interfere. What we know is that they informed us that a refund was made as the
reason why we are forced to have the package purchased be repaid since the money
used to pay it is not with us anymore while the package remaind in the account.

165618186 2017-12-06 00:33:20


I'm not going to contact amazon as I believe that is between igg and Amazon you
can threaten me or try and blackmail me but Amazon requested the refund its Amazon
who you need to contact why did you request that refund.

165618186 2017-12-06 00:35:15


You you need to ask the source why are you requesting a refund please.then you
put that in your log as to why a refund was paid.

Shiz 2017-12-06 00:35:25


It seems that I am misunderstood the whole conversation. Amazon didnt request
for a refund to us, someone requested a refund to them and they just informed
us about it thats why we tagged the account involved in it with a chargeback.

Like what has been mentioned earlier, please be reminded that we have no
intentions of blackmailing you here and we will not do that as well. The decision
to settle it will always be with you. What we are informing you about the
restrictions is just on how it can be settled.

165618186 2017-12-06 00:37:20


So why didn't you ask Amazon to why are you requesting a refund?

165618186 2017-12-06 00:38:24


Or are you saying you just pay it and then blackmail the account holder to pay
it?

Shiz 2017-12-06 00:38:36


Please be advised that Amazon did not request a refund from us as the reason
why we dont have to ask them about it. If someone is requesting a refund, it
is the one who initiated it but it is not IGG or Amazon. On who did it is something
we'll be unable to know for the one who checks and verifies it before having
it processed is Amazon

Shiz 2017-12-06 00:39:46


It is the reason why I have informed you earlier that we are not in need of answers
here. We know what happened and that is a refund was requested at Amazon by someone
which unfortunately, is to the packages made in your game account. Our only agenda
is to have that packages paid that are refunded be repaid.

165618186 2017-12-06 00:39:47


Amazon did request a refund or you saying I requested it from you?

Shiz 2017-12-06 00:40:44


None of those are correct and I am sorry about that. I suggest that you contact
Amazon instead if you are in such confusion of what happened or on why this
happened. What we know is that someone initiated a refund at Amazon for the
packages made in your game account and we are just looking to have those be repaid
since the money is not with us anymore.

165618186 2017-12-06 00:41:17


And if Amazon did request it from you you need to ask what is the reason behind
the request.

165618186 2017-12-06 00:42:09


So your saying Amazon didn't request a refund from you?

165618186 2017-12-06 00:43:20


Ok to make it simple who requested the refund from you?
Shiz 2017-12-06 00:44:34
Yes, they'll just notify us about it and the money will be taken. You can contact
them about that on how they do it if you have some doubts on what we inform you
for it seems that you feel that Amazon is more superior and is the one who knows
all about what happened here.

165618186 2017-12-06 00:45:38


So Amazon requested the refund from you yes or no?

Shiz 2017-12-06 00:47:04


Nope, please be advised that they didnt. What they do is to inform us that a
refund was made on whatever package was refunded and we'll track on what account
is related to it so that it can be tagged as a chargeback that needs to be settled
should the owner want to avoid / remove restrictions.

165618186 2017-12-06 00:48:23


So who asked for the refund if it wasn't Amazon?

Shiz 2017-12-06 00:48:30


For example, you asked for a refund to them and they approved it. The money will
be taken instantly from us and since they'll inform us about the requested refund
which they have already granted ; our objective is to have the account related
settle it.

165618186 2017-12-06 00:50:00


So after all this Amazon do ask for the refund it just depends on who initiated
it.

Shiz 2017-12-06 00:51:23


No one asked a refund from us. If a Refund was requested at Amazon and they
approved it, the money will be gone instantly and unfortunately, it does not
work like what you are expecting. Amazon wont request to IGG about it, they'll
get it right away. Once done, the'll just inform us about what happened and that
would be the time for us to tag the account related with the packages refunded
at Amazon so that it can be settled.

Shiz 2017-12-06 00:55:17


Hi, are you still there?

165618186 2017-12-06 00:57:00


So if no one asked for a refund the account just wasn't paid why did you release
the goods?

165618186 2017-12-06 00:59:35


I think you are trying to blackmail mail me as I'm the least resistance and you
have failed to.ask Amazon why the request is being made so let's now blackmail
the account by putting restrictions on there account to make them pay.
165618186 2017-12-06 01:01:36
So Amazon do request the refund but you can't be honest and say that but obviously
is sounds like someone has to initiate that request to Amazon so they then request
it from you.

Shiz 2017-12-06 01:01:57


I think you are just acting like you dont understand the explanations and I like
the challenge provided if it is indeed a challenge. To go back, someone initiated
a refund but not to us as that is initiated at Amazon. Amazon does not require
a confirmation from us and they will take the money if they approved a refund
request from their customer. IGG wont and will not ask them why it was refunded
since the refund request is not done from us but to Amazon as well. What we will
do is to tag the account related with the packages refunded with a Chargeback
so that the amount refunded will be paid back to us.

Shiz 2017-12-06 01:04:01


If that is what you want to believe then we have no worries on that for we will
have your opinion / beliefs about how this work be respected. What we can assure
you is that we have no reason to provide wrong information here for that wont
lead us to something good like not being able to operate a game anymore. For
now, if you seek some advise / answers on what happened, I'm sure Amazon will
be there if you dont believe us. We here in IGG will just do what we have to
do and that is to restric the account until the chargeback in it is settled.
I wish you a good day.

165618186 2017-12-06 01:04:08


I do understand but you will not be honest with me as I've asked you a few times
who asked for the refund and I said did Amazon and you said nope.

165618186 2017-12-06 01:05:17


Ok send this chat to my email please rachael.hornby@ntlworld.com

165618186 2017-12-06 01:06:06


Please confirm my request.

Shiz 2017-12-06 01:06:10


I'm sorry but I will be unable to say that Amazon requested a refund to us if
they didnt for they really did not do it in the first place. I have provided
you the information on how this works and it will be your decision if you want
to believe it or not. If you have doubts and you seek some reliable information
then you can always contact Amazon about this too for you to know that we are
not lying here.

Shiz 2017-12-06 01:06:31


Once our conversation ended, our team will email this conversation to you at
rachael.hornby@ntlworld.com
165618186 2017-12-06 01:06:47
Ok take care

System 2017-12-06 01:06:54


Visitor Close Chat! Chat Ended!

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