Pink Poogle Toy Forum

You actually got a response?

How long did it take?

And seriously at this stage our family would be happy just to have our accounts back with our details - hard earned avatars and trophies and petnames in one piece.

I'm glad you got your account back, I'm sorry they unpainted your pet and took your nps

I first filled in a form that you can sent when you get frozen. It took them over a week to respond, but I only got a standard email that they send to everyone that has filled in that form. So then I emailed them back and then I got someone that actually looked into my case. It took me more then a month to get my account back, I believe.

I don't get it. I use multiple computers to play my account and my boyfriend also uses multiple computers. In fact we use the same computers. I haven't gotten frozen. I think its interesting how you can be logged into two different accounts at the same time (as long as you use one on mozilla and one on explorer) and not get frozen. I do feel sorry for all the wrongfully frozen people.

It makes absolutely no sense to me either. I teach Networking / Digital Art s to young adults/adults at a College and for the past year have raved about how wonderful Neopets is for graphics, community, etc. I am fast losing respect for neopets as a service however, I KNOW things can go bump in the night I just wish they would tell me what actually went bump in the night and/or what they are doing about restoring the accounts and/or why the three of us can't use our accounts in accordance with the TOS without getting frozen.

Yes... I'm still waiting for a reply / confirmation / acknowledgement of our existence - I pay by the year and my year comes to an end on 31st October - irony. My son pays monthly.

*sighs* and twiddles thumbs some more.

It's frustrating, to be sure... I wish I had gotten the name of the person who helped me when I was having Premium issue... he was such a nice guy.

My normal habit when I'm having problems (I consider freezing in this category) is to call the company three times a day until I get somebody who can help me.
The odds are that you HAVE to eventually find somebody useful...
right?

Anyway, it's always worked for me in the past. It may be annoying, but you've paid for something, so you shouldn't have to worry. In fact, I'd make a HUGE stink about how if you can't access your account, which you have PAID MONEY for, they should refund you.

Demanding money back often gets a company in action... they don't care about losing customers, they're concerned about losing cash flow.

Artisticka... *wails* I have been so worried about you! I wish you could have let me know you're okay. *sniffle* So worried.

I have come to the conclusion that being frozen is not a matter of "if", but "when". I am trying to prepare myself for my inevitable demise. If you think about it, TNT lied: our pets can and probably will die. *big heavy sigh*

But in your case, I'm really hoping that the only reason you're not back up and running yet is because it's still the weekend in NST time.

-mercurial

It's by far the healthiest attitude. There seems to be no hard and fast rules about how they deal with problem issues. Apart from the big one about being rude to staff which will ensure that you never get your pets back.

My premium account was paid by paypal for the first year and all was going fine. Then at the end of the year some bright spark at Verizon decided that they couldn't process my credit card because it's from a non US country and they didn't recognize the type of visa card it was. Bye bye lab map, bye bye baby pet, pirate pet and my lovely jetsam. My credit card people told me that there was no problem at their end and they were happy to process the payments if Verizon would just request them to do so.

Doesn't it give you such faith to be dealing with a company that won't even let it it's customers throw their money at them?

I'm practically twitching now, waiting and waiting to my own account to become unfrozen.

Ever since the plot started, my flash game playing has been cut down quite a bit, cause I'm more focused on it, determined to finish it. I played 2 games the other day on my school computers, and the games played WAY faster than on my PC. I didn't get any uber high scores or anything cause it was TOO fast for me, but when I got home from school later, my sister runs up to me just about in tears and screamed 'WHY IS TEH_LUCKSTER FROZEN?' I just about had a heart attack and ran to her computer and tried to log in. I'd been frozen for cheating at the flash games. I was and still am devestated about it. I have a Striped Kougra (Synduo), a Pink Kougra (Teh_Luckster), a Blue Xweetok (Mentalcasemusic), and a Red Lutari (Music_Wizard_Milo) on that account that I love dearly. I'm one of a dying breed of Neopians that give their pets life and think of them as real. Milo especially is my 'baby' to me. I spent so much time and effort on making him THE best Lutari out there in terms of Stats and BC work. Teh_Luckster is my smartest pet, with a level past 110 in intellect, Mentalcasemusic just sits pretty til I can feed him more gourmet foods, and Synduo is my fishing pet. I want my account back so badly. I've filled the form and called twice. The first guy was nice and told me it'd take 3-5 days to get around to it...the second lady was talking to me like I was a child (I have a mousy voice) so I hung up on her, annoyed that I was being treated in such a matter, rather than being treated like a valued paying customer. I paid for Premium, I pay for TCG packs (Bought three the day I was frozen), I pay for those talking plushies and desktop sized plushies, plastic toys and even those tiny handheld games! I think I deserve some justice for my account, but so far, they're not getting it to me.

They can take my NP and items away, as my valuables are stored on side accounts (Lucksters_Bank and Lucksters_Item_Bank) but what cheeses me off is my baby (Music_Wizard_Milo) has been taken away from me...TNT should either hire more human mods for the site, or stop claiming that there is no auto-freeze program when really there is...


....

I'll stop now...sorry about that...I'm just really hurt. I feel empty knowing that I can't get into my account. Neopets is a big part of my life not only as a gamer, but as an artist. Neopets provides over half my artistic inspiration....

That makes no real sense to me. The worse they could do is take your portal page away and have you log in normally. Why would they freeze you for an accounting issue?

[quote="HotRoxyThat makes no real sense to me. The worse they could do is take your portal page away and have you log in normally. Why would they freeze you for an accounting issue?[/quote]

It made no sense to me what so ever either. But they said they couldn't process my visa card, they wouldn't take paypal after the initial signup year and my account was gone. Whether it was deactivated/frozen or whatever the end result was there was no way for me to pay them to keep the account. They wouldn't let me keep playing it as a normal non-premium account despite the fact that they were the ones refusing to accept payment. The neo people said that it was Verizon and Verizon said that there was no problem and after three months and trying every avenue I could think of I just opened a new non-premium account. The closest to an explanation I ever got was that it was a software error. Apparently their forms for filling in the address of the credit card holder don't like certain non-standard addresses from abroad and reject them as being invalid without trying to process payment.

As you said no sense at all.

Hello,

Thanks for your inquiry. Your account has been frozen for cheating. This includes using any number of cheat programs, auto-refreshers, and leaving objects on the F5 key, and cheating in any number of our contests (including the Beauty Contest). All are considered cheating which is strictly against the terms and conditions that you agreed upon when you created your account. You can review our terms and policies here: http://www.neopets.com/terms.phtml and here: http://www.neopets.com/chatrules.phtml. Because you have violated our terms and conditions we cannot return your account, Neopets, items or anything else contained within that account.

If you have any other questions, don't forget to include the entire text of this e-mail with your username clearly at the top. This will help me better address your situation.

Heidi M.
mailto:heidi@support.neopets.com

guess there's no point in trying...my pets are gone forever...

Keep trying - I am not accepting that they can treat paying and/or loyal customers this way. I refuse to let this go, and to be quite truthful as an OCD type personality, well where do I have to focus my energies now? I have no Neopet to obsess over?

Ironically My NON PREMIUM daughter has had a response from a MissBernadette. I had her forward it to me and have replied to her asking for an explanation, pointing her to a site with images of our pets and their names and also photos of ourselves (individual and in a family setting) proving we are separate people. The page has all the details of dates, teimes and names of contacts and the results of actions I have attempted todate.

I have also offered to provide birth certificates and legal documents to prove the separateness of our user accounts.

I am sad reading about all these issues and Neopet's discarding of loyal users. I am thinking that Viacom did not have these customer service procedures in mind when they moved in and with the introduction of the Cingular. I doubt stories like these will drum up business with such careless consideration and false accusations toward customers.

I am still awaiting any sort of reply to my own and my son's PREMIUM accounts. I am mindfully assessing where I can go further to have my families small voice heard, if no satisfactory resolution can be made.

btw I also had "breathed life into my pets" and my son is still despondent ... I really wish he would take off his Faerie Grundo white sweatshirt - it's summer here and it is starting to smell.

Yours in patient agony.

Artisticka

Hi, haven't been here in ... forever it seems!

But I decided to cruise by tonight and started reading topics. Frozen accounts always gets my attention.

Suzie, congrats on getting your account back! Sorry you lost so much, but at least you have the account.

hyper, I remember "dupe day", which actually went on for quite some time, as it took awhile for TNT to be able to track down and remove all the duped items. Quite a few people were frozen for receiving/buying/trading/using dupted items, including people who'd simply been sent something. Some got their accounts back, many didn't. In your case, did you know that the duping was going on? If so, getting a FSS for 2mil should have sent off warning bells. What many people did if they even thought they'd gotten something duped was to put it on the tp with a note to TNT to please remove if it was duped, along with sending a report with the tp link to TNT.

Artisticka, I feel you! I have "mild" agoraphobia. I can go places, but only a few and they must be in my comfort zone. I have other disabilities and like you, Neo is kind of my escape.

There are 2 people playing in this house. My roommate isn't home much, she's primary caregiver for an elderly aunt. However, her aunt's insurance will be starting to pay for mostly full time care for the rest of this year starting November 1 and for I think 2 or 3 months starting next year. So, no she doesn't play often -- she has no access to computer at her aunt's.

I did send an email to support when she decided she wanted to start an account giving our names, dob, my account names (I have 3) and her account name, emails, things like that. Also, whenever I leave Neo (or any other site) I clear everything and she knows to do the same. So far, we've had no problems (fingers crossed). I had sent her via the tp 2 faerie pb - back when they were cheap - to paint her 2 pets. I've since told her that sending things back and forth between accounts is NOT a good idea. That has been known to send a red flag.

As to calling premium support. Flighttime (Greg), who's posted many times on the premium boards has said that that won't really help with a frozen account. Premium you're technically only paying for no ads and the email addys. Anything else (the premium boards, SFSC, etc.) is a "perk" and that premium support is only for issues with not being able to use your portal/email properly - not for getting an account unfrozen.

Fructy, that's not the first time I've heard of someone being frozen for multi-accounting when they don't even have a second account! I don't get that one at all.

Prozzak, I'd be willing to put money on it that TNT thinks you either did cheat on games or you got someone else to play for you (were any of the games you played at school avatar/trophy games?). They've really gotten hard line on that. The only thing I can think of is to write in, give them all the information, including if you can get it your school's IP/MAC address. At least give the name of your school and approximately the time and what games you played.

Ant1999, I'm totally baffled as to why non-payment of your premium account for whatever reason would end up in your account being frozen. What was the reason for freezing?

Bottom line - I believe TNT does need more staff, much better communication and they need to really look into things more. Sometimes it's just those stock replies - if you get a reply at all. It can take forever. I had one account frozen - I was scammed back in the day with a fake log in page. Took around 4 months, but I finally did get it back. Empty but at least they left my pets.

I've been afraid to open a side account, since I figured it would increase my chances of getting frozen. What I thought of doing was to use the account for storage of items and NP in case my main account would be hacked. But now I am reading on this thread of people who only have the one account being frozen anyway for using more than one.

In a twisted way removing the account totally does actually make sense. The problem seems to be that the billing address on the visa database has to match exactly the address on the Verizon Form you fill in to make payment. Only the Verizon form has a certain number of boxes for your address that must be filled in for the thing to be processed. After literally months of tooing and froing it turns out that my billling address has less lines than the email form will accept as being a valid address. So what happens is in order to get the form to process I have to put in extra data which then doesn't match up with my billing address. So no payment. While they investigated the account was disabled because [twisted logic coming up], if I can't pay them because Verizon doesn't accept me. Then I might not have given them the right details when I paid for the first year with paypal so there might be an attempt for someone else to take over a sucessful account by paying for it? Or I might have been trying to sell my account to me? It's a laugh. So far the whole mess is officially being looked into but after nearly 4 or even 5 months? I'm losing the will to pursue it any further. The only reason I have kept going this long is that apparently mine isn't the only case with this problem.

Does this even make sense to anyone? I must have done business with a dozen US companies over the internet and never ever come across this before. Once I had to confirm shipping details by fax but never ever not been able to have payment accepted at all.

It's a crazy world when businesses actually refuse to accept your money?