If you have had an account which was genuinely frozen UNFAIRLY, this information should help you through the complaints process at BBB.org successfully.
Ok, so open up the BBB by going to http://www.la.bbb.org/Home.aspx and click on ‘Complain against a Business’ on the homepage.
At the bottom of the next page, click ‘Click here for the complaint form’.
Then search for ‘Neopets’ and select the ‘Neopets.com’ company by clicking ‘File a complaint’ underneath the name.
In the ‘Complaint type’ drop down list, select ‘Customer Service’
In the ‘Complaint summary’ section put a brief description of what you’re complaining about. For example:
“I mistakenly clicked a link, which then cookie grabbed my account. I have tried to contact the Neopets Team on a number of occasions and have never received a response”
Or maybe:
“My account was frozen for cheating, but I never did. I have tried to contact the Neopets Team on a number of occasions and have never received a response”
In the ‘Describe your problem’ section, go into more detail and include information on the account try to verify that it’s yours. Try to include things like:
The date you were frozen
How you think it happened
Details of the action you took when you discovered you were frozen (eg, did you contact TNT, how many times, did you ever receive a reponse, etc)
If you were Premium, tell them this and calculate how much you spent on Premium in total. For example, if you were Premium for 10 months, you paid 10 x $7.99 giving a total of $79.90.
Explain that this money was wasted and lost because Neopets.com made an error and because their Customer Service personnel have not reviewed your complaint(s). If you were cookie grabbed, also point out that this was a lapse in Neopets.com’s security filters as a person was able to post a dangerous link on the site.
Also include details to verify that you are the account owner, such as:
Age of the account (approx if you don’t know exact)
Any stocks you remember owning, or roughly how much your portfolio was worth
Names of pets
Levels of pets
Colours species of pets
Any petpets you had attached
Any weapons you had attached
Size of shop (again, approximate if you can’t be exact)
Size of gallery (as above)
Gallery theme
Any specific items in your gallery, inventory or SDB at time of freezing
Trophies you had
Rough amount of pure in your account when you were frozen
Neomails in your account
Neofriends
Any guild you were part of
Any rare avatars you had earned
Current avatar when you were frozen
Try to include as many of the above as you possibly can.
In the ‘What would you like Neopets.com to do?’ section, just put that you either want the account unfrozen. If you were Premium, you can also put that another option is for Neopets.com to refund all of your premium payments in full.
In the ‘Amount in dispute’ section, if you were Premium, enter the amount you paid in premium payments. Eg, if you had paid for 10 months put $79.90 (10 x $7.99). If you were not Premium, leave this blank.
In the ‘Tell us about the company’s product or service’ section, just put that they are a virtual pet website (add ‘offering paid subscriptions’ if you were Premium).
‘Model name’ leave blank
‘Invoice number’ put your payment agreement ID from when you signed up to Premium. If you do not have this or weren’t Premium, leave this section blank.
‘Date of transaction’ put the date you signed up for Premium if you know it, leave blank otherwise or if you weren’t Premium.
‘Date problem started’ put the date you were frozen.
I know you might not have all of this info, but just try to put in whatever information you can.
BBB will email you when they have a response from Neopets.com so remember to check your email regularly. I had a response within 2 working days!
If the account is successfully unfrozen, you will then need to submit a report to TNT via the Neopets.com site to have the password reset (and possibly birthday if you don’t know it). When you submit this request, state clearly that this is currently an open complaint with the Better Business Bureau and that the complaint will be closed once you are able to gain access to the account again.
Also, if you don’t already do so, start keeping a document on your computer with details of your account and update it every week or so. This means that if you should ever be frozen unfairly, you will have all of the above information to hand and it will make getting your account back much more likely.
