Neopets Inc / Customer service nightmare
I have a long story and several major complaints against this website, Neopets.com. I have been a user of their site for nearly six years now--I worked hard and earned lots, many trophies and prizes I can never earn again. My virtual pets are as precious to me as my living pets. I recommended friends and family to the site, kept all their rules, and generally just played quietly and contently.
In December 2007, much to all our shock, the accounts of my entire family got frozen one day without warning--all except my main account oddly. My sister lost 3 accounts, my brother lost 1 and I lost 4 side accounts. We sent in inquiries about what had happened, trying to explain that we were all different users who shared a PC. They barely responded except for generic automated messages. My sister was devastated and hysterical for a long time after the fact. I still am upset but hopeful that I may one day again see my side pets.
In Feb 2008, I sent a suggestion in. I noticed an item on their site that seemed to break one of their own rules--the rule that political, social, and religious issues weren't allowed on the site. I had sent many suggestions in before and never received any replies. So, I was quite shocked when I did receive one. However, the admin who sent it was very rude and sarcastic and insulted me and my religion in it. She basically implied I was a religious nut that fish grew legs to run away from and that my religion and beliefs were less serious than jelly. When I responded stating my indignation and asking for an apology I was ignored.
I continued to ask for my side accounts back and an apology over the next few months and received nothing but automated messages. Then, in Sept 2008, right after I again asked for an apology my only remaining account was frozen. I again sent in inquiries. This time I wasn't even given a consistent answer. I was told it was frozen from everything from having multiple accounts (when I only had one left) to having cheated in the beauty contest (which I can't even enter cause we don't own a scanner). The kicker of it all is that the email address I get all these automated replies from is the same address as the one who mocked me earlier! I ask what evidence and what made them think I was cheating and get no answer. I am convinced that I did nothing wrong and was frozen by this admin out of spite.
I have even taken up my complaint with the Better Business Bureau (which y'all can do to and please do so!) and the Federal Trade Comission. Once again, Neopets Inc failed to properly address the issue.
I'm not the only one, hundreds of innocent users are unjustly frozen and can do nothing to get their hard-earned accounts and pets back. The internet is loaded with horror stories, even from paying users who are treated like garbage by the customer service! They even hide all their contact information so that the only way you can take an issue up with them is through autobot-guarded emails. It frustrates and sickens me to think about the treatment I've been receiving after being a loyal user of their site and paying for their virtual items. It saddens and hurts me to think about my precious pets being trapped forever because of one malicious admin. This crap has got to stop.