Complaints

• Initial Complaint

  11/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Last month I contacted IGG Software first through chat on their website then through email exchanges. This was pertaining to an issue regarding reconnecting a couple of my credit card accounts. The problem expanded when I, at the suggestion of the *** tech, disconnected 2 additional credit card accounts. Since that time I have attempted to connect two new bank accounts with no success.My last email, sent a week ago, wasn't responded to. I have been a loyal customer for a few years now and, until now, problems have always been resolved. This is making me very nervous and I'm questioning if *** is still a solid company or perhaps is just going through growing pains. I appreciate their product, Banktivity, which gave me an alternative to QBO and I'm hoping that this problem can be resolved without further delay.

  Business response

  11/10/2023

  Thank you for reaching out and for being a longtime customer! Sometimes bank connections can take quite a while to resolve. In some cases, it can be weeks or even months. The best way to work with getting your credit cards connected is to check in with our live chat team. They are based in the U.S. and at time of this writing, are available 9-4 Monday - Friday from 9am to 4pm eastern. I'll reach out to our support team to see why your email inquiry didn't get responded to. I'm not sure if it got lost somewhere or if we just dropped the ball based on a recent increase in support tickets. Thank you for your patience.

  Customer response

  11/14/2023

   
  Complaint: 20849337
  
  I am rejecting this response because: At best, it is unclear. At worst, they did not thoughtfully read my complaint or thoroughly look into the matter. For example: In the response they suggest that I get in touch via online chat. At the beginning of the complaint I made it clear that I had done that and that subsequent communication was done via email. A thorough review of my communications with Banktivity, both via chat and email, would reveal a few problems ... 1. the same questions keep getting asked and are responded to. 2. Considerable time elapses between communications including when information is provided as per request, such as a screenshot, and it is not mentioned until much later that the resolution wasn't adequate. This has been rocking on for about a month now and I'm getting really nervous about this. I started off with 2 accounts offline (one old, one new) I now have 6 accounts offline (the 2 previously mentioned, the 2 she suggested I take offline, and 2 new accounts). Rather than making progress, the problem is expanding.
  
  Sincerely,
  
  ***************

  Business response

  11/27/2023

  Hi ***,

  Connection issues to banks can be really frustrating, especially when they feel like they are dragging on. I do see that you are working with one of our tech support representatives and our ********* Services Lead. At one point she asked for a connection log from you to troubleshoot, but I don't believe you sent it right away. I'm confident the best way to resolve this issue is to work with our US-based technical support representatives. I'm sorry that it is taking a while, that is not anyone's goal. Ultimately, if you want a refund, please let us know. Otherwise, I hope you'll show patience and ***** with our tech support team when trying to get to the bottom of this issue. I'm sorry you are having to go through this. I know it's frustrating. If you are looking for a specific resolution here on the BBB, please let me know. Happy Holidays!

• Initial Complaint

  01/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have had my gaming account hacked and i reported to IGG support on December 25th. We discussed the relink process to secure the account and they asked for a list of receipts, locations logged into game etc. I provided all but one receipt that is not possible for me to have because it was a purchase made by the hacker on Dec 28th. One of the game masters removed this as a requirement and after providing all other proof of ownership they have since added back needing receipt for December 28th purchase. I have had multiple players of game message IGG as well confirming who I am as I am head of a large family within the game of over **** players. All i want is my account restored to how it was on Dec 24th and relinked to the email IGG requested i create for the relink process to secure the account.

  Business response

  01/13/2023

  This person has ** confused with the wrong company. We don't make any games we make financial software. We do have a similar name to a gaming company. I spoke with this person on the phone and explained the situation and they said they would remove this BBB complaint, but I guess they did not. I feel bad for them, hacked accounts are NOT fun. 

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have reached out multiple times to IGG. The program I have used for years and it worked great. That being said When the new V.8 Software came out initially it was working for me but has not been working and it a ************ and not user friendly. I have emailed the company multiple times and asked for a refund but no one replies. You can also not call anyone a the chat hold times are so long it is not realistic to wait ( am very busy and do not have that much time).

  Business response

  11/13/2022

  I apologize for the delay in getting back to you via our ticket system. We are short staffed right now. We have gone ahead initiated a refund.

  Customer response

  11/15/2022

   
  Complaint: 18351181
  
  I am rejecting this response because: *********** only issued me a partial refund, not a full refund. The program has not worked correctly since I installed in. I would ask for a full refund. 
  
  Sincerely,
  
  *********************

  Business response

  11/28/2022

  We have received one email from this customer in the last year and that email is dated October 22, 2022. They started their 30 free trial on August 6. They never chose to cancel their subscription during the free trial nor did they reach out indicating there was any issue during the trial period. It wasn't until over two months later did they then reach out to us. We did issue a partial refund for the remaining time on their subscription. I'm not sure why the customer feels this isn't fair. 

  Can you please let us know why you think this isn't fair?

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi *** IGG company they take my money more than $1000 I play game called Conquers golden age And I made my castle in this game Star4 I spend a lot of money to made it and after I become star 4 someone from IGG support joined my castle and he/she open it and he made it star1 and he toke more than 4 million ************* than 14k glory coins and made my sciences 58 after it was 205 And report it to them they they I never become Star4 but who's inter my castle he forget to destroy my prison in my castle still star4 I lost more than $1000 My IGG ID : ********* I hope you help me to return to Star4 or my money back Thank you *****************************

  Business response

  09/01/2022

  Greetings,

   

  Unfortunately, I believe you have filed this complaint against the wrong company. Our company, IGG Software Inc., doesn't make any games. We make an app called Banktivity. Please remove this complaint and file it with the right company. Best of luck.

   

  Regards,

  ***

  Customer response

  09/05/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩