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Enmasse/Digital Rivers?

RenoakuRenoaku Posts: 1,421Member Uncommon

I am finding that Enmasse as a company is misleading a lot of people mainly myself as a consumer, and consumer laws should protect its consumers from things like this, in fact if enmasse doesn't respond to my complaitn and give me what I believed I was paying for I am  more than likely going to file a complaint to the FTC about their company and its practices reguardless of if my account gets banned from their service or not.

Misleading information.

1. The booklet in the game box gives a website which Does not take a user to the EULA/TOS by the game, in other words their link was not a direct link therefore no agreement. * Enmasse did fix their agreement to display when a person registers an account, however when I made my account myself it was before there was any such agreement way before the game was even in open beta therefore I was mislead and never agreed to anything.*

2. False Listings on their site, when I go to purchase a Cash Shop item aka Character Recustomization I find that it is listed under Digital Download, and these payments go through Digital Rivers however it is not a Digital Download in any way, and it doesn't tell me as a consumer it is a one time use item.

3. False Subscription listing, their Subscription page lists my subscription is a Digital Download, or Electronic Download These items are not downloads they are paid services in which I pay a monthly subscription for access, and use of the game, and contents not a digitial/electronic download.

I find this game to have so much misleading information that needs to be corrected it isn't funny, and they should be made to do such by the FTC/Law as a business so that such is not misleading its buyers who are buying their products.

Changes need to be made both to their Subscription, and Premium Services to reflect how these services actually work, and the Electronic Download thing needs to be removed from anything that is not an actual electronic Download aka.

Premium Items should be listed as.

Cash Shop

While a Subscription is listed as a Subscription

And a First Time game purchase is listed as an Electronic Download.

I wonder when there will be a Class Action against Enmasse as a company to make sure they fix these listings and for those who want a refund.


  • LagozLagoz LohjaPosts: 92Member

    Cancelling subscription from Enmasse was really hard.

    The web app didn't work at all and when I finally got hold of CS it took some convincing to cancel my subscription.

    I personally like Enmasse as a company but they are not good in handling money/orders.

  • pmreeb23pmreeb23 fairview hgts, ILPosts: 65Member Uncommon

    I preordered the game months before release then tryed beta and cancelled it. When the game came out they gave me a free copy on acciddent lol. I think they dont know what they are doing when it comes to the subscription,account handling.


  • KyutaSyukoKyutaSyuko Irving, TXPosts: 265Member Uncommon

    Well they have had issues with subscriptions both in Beta and recently.  While they're all former employees of the dev of Lineage I don't think any of them handled any of the money based tasks.  I think it's fairly new to them and they're figuring it out as they go...

  • RenoakuRenoaku Posts: 1,421Member Uncommon

    Yep I tried to cancel my subscription this morning after I had got the skins funny thing is that Enmasse/Digital River is playing around with the subscription and disabling the subscription cancel button just before the next automatic payment so it seems so if you are going to cancel do it a couple of weeks or so before the game time expires I am not sure if they are going to fix this or not.

    But I have sent another complaint to their customer service department explaining everything with a please fix it notice either way this is the reason I use Debit Cards which I buy at the store for $5 and the money I want to put onto the debit account so basically I put like $40 and if the company doesn't let me cancel I just spend the money elsewhere at the store or something and they can't bill me for it because they wont pay lol.

    The easiest way to get around money grabbing companies if you have to.

  • RenoakuRenoaku Posts: 1,421Member Uncommon

    Also Be aware that you will be charged Tax, I am not sure how many of you have purchased a subscription and were lead to believe it would be $14.99, I was charged $16.23 instead, and I have filed a complaint with the FTC now because Enmasse is misleading its consumers too much...

    As a result I have now filed complaints both with the, and FTC for their money scam and not only that trying to shove an agreement in my face which I never was required to agree to before playing their game, I know other games will debate this with me but fact is every other game I have played there has always been an I agree button there and it has always worked when I visited the site on the manual and such.

    Their misleading on the Cash Shop, and Subscription too is quite insane luckly I have email documents of every purchase and dolar spent on this game which btw it cost me $94 to buy the collectors edition to have to later experience all this crap from their company.

    Order Information

    Product Name: TERA for Retail Customers - 1 month recurring
    Qty Ordered: 1
    Amount: $0.00
    1-month: $14.99

    Subtotal: $0.00
    Shipping: $0.00
    Tax: $0.00
    Total: $0.00 

    Thank you for your free trial of TERA for Retail Customers - 1 month recurring! Your free trial has expired and you have been billed for full, paid use. Please see the details below for your subscription purchase.

    Site Name: En Masse Store
    Order ID: 10674072000

    Order Details:
    Product AMOUNT

    1: TERA for Retail Customers - 1 $14.99
    month recurring.


    Sub-Total: $14.99
    Tax: $1.24
    Total: $16.23



    Wait Two reciepts but look first one says I wouldn't be charged Tax, Second one says I am?

    Its only a dollar I really don't care anyways, but my problem is this company has mislead me maybe about 4 times as a consumer and I am tired of it something has to be done.  * So you ask some services actually don't require me to pay Tax it is rare but this game company made me believe this.*

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