NeoPets
Reviews and Complaints

This should make you laugh. A child under 13, without having his parents sigh the COPPA form, who told the truth of his age got frozen for using profanity. When asked for proof since they are not allowed to post anything, they completely ignored the father instead of providing the proof. The child could not have used profanity since he has no access to boards, neomail ect.

SHAME ON NEOPETS! I am disgusted with their Customer Service, or should I say LACK OF!

I started playing Neopets in 2001. I am a mother of three children and found it a fun past time while I was home with the kids. The older two would play with me and it was a great time. I took a year or two break from playing Neopets and when I returned, they had instituted the birthdate as a log in. Being that it was years ago and I know I didn't put in the correct birthdate, I have been frozen from my account. I have answered all of the "personal" questions on their automated form letter, but they have not responded. It has been 1 1/2 years since I've attempted to gain access to "my" Neopets account. All I get is the form letter again - like I haven't sent it 20 times to them already.

I have tried to contact them by any means available and all i get is the automated form letter from Heidi@support.neopets.com. Some support! I don't think customer support contains anything or anyone for that matter, but a standard automated form letter.

I guess I should consider myself lucky that I'm not one of the poor folks here that have paid for a Premium Account, only to be frozen not once, but repeatedly!

A children's site, that's what it used to be...Adam and Donna, please come back. Viacomm has ruined what was once funloving entertainment for families. I will not be one of those that makes a new account and neither will my family or friends.

Sandra B.

http://www.foxnews.com/story/0, 2933, 530684, 00.html

I am an attorney that is investigating security issues for minors on neopets. I have noted a story concerning this matter. If anyone has children that play neopets, and experienced any privacy or security issues, please contact me, in confidence, to discuss the matter.

Thank you,
Attorney Joe malley
dallas, texas

Malleylaw@gmail.com

My account was frozen a few days ago. I only had my account for 8 months, but I loved Neopets, and even got my boyfriend, and our kids interested. I was told that someone hacked into my account and scammed others. And even though I didn't do the scamming their policy states that they have to freeze the scammed account as well. They are punishing me for someone else's actions. I have been writting countless e-mails to them and have even thought about calling their 800 number, but I feel that my actions will be fruitless.

My 17 year old daughter just had her premium account frozen for no reason at all! I am furious because even though she can't acess it and we canceled the premium...the still charged my credit card again! Let me know if you find anything out. Someting very fraudulent is going on with this company and we need to report them to the Better Buisness Buero!

So sorry to hear of this bs and cruelness, I have been abused also and wound up finding subeta.net.
Been with them for a year and a half and so far I have been treated like a person not number.
They are also a lot more relaxed with rules etc.
To hell with tnt.

I am a mom of 4 and have been playing Neo for roughly 6 years. I too have spent hundreds of dollars on this account with the premium membership and plushies, cash cards, you name it I bought it. What sickens me the most is my account was frozen at first for inactive use/ easy to guess password(since my password is 14 letters/numbers I find that hard to believe). So after filling out all the correct info and sending back the form my account was returned to me 12 hours later. I went in and changed my pin number and my password. 1 week later I was frozen again due to using a offsite/fake login page. I filled out the forms again gave them the name of the TNT staff that originally froze me and all the info was filled out again.Then when I went back to my look-up it stated I was frozen for suspicious activity. I was so angry. I wrote my final letter to TNT stating how it was unfair to freeze accounts of PAYING customers. Would a PAYING customer cheat? I stated I am a mom of 4 and 3 of my kids have their own accounts and that they could verify that we don't play on each others accounts by simply looking at avatars. points, items and so fourth.I stated it was also WRONG for them to not have a customer rep to talk to. I stated how they have a # for premium paying people but you call that number and if its not about collecting more of your money they redirect you to the site and fill out more forms. Plus they are RUDE and IGNORANT people that work there. I had a gallery worth of 200 million points and over 130 million points in the bank. I stated that I was a restocker and restocked in shops but was mostly inactive due to my children being home for the summer. I stated that my children and I play on other games sites and have never once gotten a warning or account frozen and I also pay for some other sites membership. I am just so sickened by this whole thing all the hard work and money put into this and not even have the common courtesy to show a customer proof of what they are being accoused of is just wrong. I told them that should should have it stating that HEY after we have you totally hooked on our site and you work your butt off...Its a good chance you will be frozen and nope you won't get any money back and all the hard work of playing on this site will be wasted...I am sure you wouldn't get that many paying customers.

I have had the same thing happen to me after 4 years on the site. I NEVER did anything they accused me of either. There was no refund and trying to get any respectful customer service out of them was and still is a pure joke. I honestly do not understand why people continue to spend their real money, especially in the current state of the economy, on a site that is known to continually behave and/or treat their paying customers with such disregard and lack of respect. I will never give this site/company another penny of my hard earned money again and people who do must not have any moral standards to stand up to a company that scams people in this way or they just have SO much money that they can afford to just throw it away on nothing. All I can say is when it happens to them...then they will understand...it is just sad that it has to be that way. If people would stand together against this kind of stuff...these kind of companies would reconsider their policies and eventually learn to treat especially their paying customers better. This site is supposed to be fun but after spending a VERY long time on the site to build my account over a 4 year period, the fact that they can just take it away and for NO reason disturbed me and made me realize rl was hard enough I did not need to put so much into something that could hurt me in every way (emotionally, financially and physically because the stress from it all made me sick) Have a great day!

I was frozen and have no idea why. I have been playing on neopets for 13 years and all of a sudden I am frozen. I have spent countless hours playing here. I have been a premium member for most of those 13 years which means I actually pay to play. I am going to request my accounts be given back. If not, not only will I be contacting the better business bureau but an attorney. I am fed up with people stealing from me. I feel like I have paid for my account in real money, never cheated, lied, stole anything. I am a 53 year old cancer survivor, I use neopets to relax and take my mind off things. after me paying them to have the account for thirteen years they freeze it. I want to be paid for the countless hours I spent building neohomes, all the premiums I have paid in, all the neocash I have bought, I want pain and suffering from the emotional stress this is causing me I want whats fair my account back or to be made whole by their actions!

My accounts were just recently hacked/stolen (main & 3 sides) on 12/14/09. I have been playing neopets off and on for 8 and 1/2 years and nearly every day for the last 2 and have never given out any personal information including password and pin. The hacker got my main frozen for mentioning a cheating program on the boards for restocking.

I am in the process of replying to the automated responses that continue to tell me why the account was frozen but no insight as to how it was compromised or why they don't believe me when I tell them that someone gained unauthorized access to my accounts. Luckily the person who did this to me left my profile email address the same and I was able to retrieve the new passwords they had set, regain access to my 3 sides and change the pw's again to (hopefully) prevent further intrusion. I have asked what more I can do to prove that this was not my fault but just keep getting the same canned speeches.

I am thinking of taking a note from the user who posted above (Valerie), and send in forms each and every week until something is done about this. So far I have been as polite as possible but am becoming increasingly furious with every automated response I am being sent. I definitely wish the customer service was better, or that there was at least a number to call and a live person to talk to about this.

I would never do anything to gain an unfair advantage over other players nor do something that would get my account taken/frozen. I have worked far too hard earning neopoints, trophies, avatars and painted pets whom mean a lot to me, to even consider compromising my account. I am really frustrated at how this is being handled, but hope with some patience and consistently sending forms every week, I will be able to get this situation resolved as Valerie did.

Neopets has the worst customer service I've ever experienced anywhere. I haven't been there in years, but just noticed a commercial for it on tv and decided to see if it has improved at all but obviously it hasnt. I wouldnt recommend anyone to that site, they will destroy years worth of work without a single word. I wish they werent still in business honestly. They really do not deserve the success.

I was cookie grabbed. The "hacker" or the person who cookie grabbed me got a hold of my password, and my PIN number. I have been playing Neopets for eight years, and I would never give out my PIN number, let alone my password to anyone! I sent in a complaint for a stolen account, which was then redirected to "lost password/retrieval" which was NOT the problem. I emailed them back saying that I did not lose my password, that my account was hacked, so then I got another email saying to fill out yet another form. I kept going around in circles all day! After cookie grabbing me, changing my password the "hacker" went on the Neoboards, scammed people and wrote all kinds of obscene things (which of course is NOT allowed on Neo). Needless to say, my account was frozen.

I was so angry. I kept sending in those forms that they ask you to fill out, with all the information that I could possibly provide to prove that it was my account, and to prove that it was not me who did these things. I sent one each and every week. I also kept getting autobot responses saying that they were "investigating" the problem, and there was no guarantee that I would get my account back. So, I created another account, as I thought I had lost my main account forever. Finally after over two months of waiting, I got a REAL response from Heidi M. She was very curteous and gave me my account back. I was thrilled!

I don't think that TNT is all that bad, there are millions of people playing Neopets, and very little staff. I think that Neopets customer service could be much better, and that they should hire more staff to handle complaints in a more timely fashion. I think a lot of people forget that Neopets is a corporation like any other, and with all big corporations there are bound to be some defects, especially in the customer service department!

Also, I wouldn't bother writing asking them for an apology. They will not apologize to you. You may not like what I am about to say, but you have to grovel. There is nothing else you can do. Threating letters will get you nowhere with these people, asking them what you did wrong generally can get you a response as long as you are civil, but may not get your account unfrozen. If you really want your account back, apologize to THEM. I don't really think that they freeze people's accounts just for the fun of it. Perhaps you did something wrong without really knowing it? The rules are extremely strict on Neopets...

Been there done that, had my whole family frozen. Told them we were several people was told that it was one person. Did not do research. I bet if my family ganged up on them and started attacking Justin(the person claiming it was one person he would know that there was more than one person. A lot of the people working at neopets including Jason, Brandon and Heidi are useless idiots who have not computer moderating skills at all. Also Justin has been accused of pedopheila but it has never been proven or went to court so he still works at neopets.

It would seem Neopets latest tactic is to now just close tickets as soon as they are opened if they have decided they no longer wish to deal with you
They were happy enough to take premium payments for 12 months while I was trying to get an account back
Once I finally cancelled it my ticket stayed as open for 2 years
It finally went to a Work in Progress then closed with no communication or reason
All subsequent tickets have been closed or closed as duplicate within hours of me creating them
7 times so far and counting
I have never come across such disgusting "customer service"

I wad frozen on neopets yesterday after having premium for two weeks, and for no reason! ! No heads up or anything, I was just logged off. It's very upsetting because my account is almost 12 years old and I had just started playing again. I had a nice gallery and shop and had even made some awesome friends, actually invested in stock and had almost a million NPs in the bank. Needless to say, neopets has some shady stuff going on...wish I would have never gotten premium. I am so upset. I didn't get an email or notification of what had happened, my account just suddenly wasn't pulling up. I have emailed support and submitted a ticket, but it looks hopeless...so much time and effort lost...screw you Neopets, I am 24 yrs old and don't expect to be treated like this on a "family friendly" site! It's just a huge scam to get money, I've even seen where they charge people after the account has been frozen. Such a terrible company to do this to veteran players.

I submitted a ticket Nov 18 2015 to have my password sent to me. I had changed it and suddenly it wouldn't accept it. My account is active but over one year later my ticket has still been ignored. I have emailed 12 times. I have send a second ticket. I have posted on any form or board they frequent. All ignored.

Tonight i tried to sign up my son for neopets but when i got to the email address part it said an error ocurred and the website is not real neopets is a fake site for kids

i have been scammed by neopia as well...8 month player...1 account with 2.7 million banked, millions of stock in SDB...store size 127..gallery size 100 daily player 8-10 hours daily and when signing in i get incorrect password page pop up...i have NEVER changed my password and have had wife submit ticket since i cannot submit ticket without being a member...i am not creating a second account to contact them...we each have 1 account...wife..son..daughter..and myself...now i do not know if 4 accounts showing from the same IP address has any bearing but each of these are individually owned by different people...if this is how they scam people i am certainly glad i only have 8 months playing and not 8 years...thanxx once again corporate 'merica for showing your true colors

My problem is I cancelled my premium account more than 2 years ago and still I get charged! Last year I managed to talk to someone, but this year I cannot get to any human to see what is going on. Last year I was told that I'd have to fax some form which I did to take care of it...now here the charge is again! I now am going to the bank to get my account changed so they can't charge me, at least I hope this will work. What's next...law suit?

I was unfairly frozen from an account I have had since I was 8 years old. It baffles me at the warnings I have received, and the customer support of their staff. I received a warning for "promising players items they will not receive" on their own trading post! My wishlist stated "I am online now." I am a regular online player who gives their sites thousands of hits a day, pays for their NC usage weekly, and tries to follow every rule to a T. If I do not receive my account back, I will not be returning, and they will no longer have my support as a company. Eventually they will destroy their own site by chasing away all of their loyal customers. I am sure of it.

Cards98765, I too am in a similar boat. I am a premium and yesterday I was unjustly frozen. I tried calling the phone number for the Premium accounts and heard it wasn't in service. I submitted a ticket, however I'm told by others there is a 3+ month waiting time. I'm completely baffled now because there are no other ways of getting a hold of Neopets. I tried calling Nickelodeon Virtual Worlds but you can't even get through to a real human without leaving a message for someone to call you back. I cancelled payment through Paypal, however I'm not sure if that will suffice. Many people say they keep billing you. If you find a resolution please post it and I will do the same.

I just got charged for neopets premium. I was very surprised considering my account was froze almost two years ago. I tried the number for neopets premium and it does not work anymore. I have no way of getting a hold of them. I did dispute the charge on my credit card but I have no clue what else to do. I am not sure if anyone else has this problem or not. If someone does have a current number to get a hold of them would love to have it as can not find one online.

I used to be a loyal neopets user for several years but am finally growing tired of the poor customer service that is riddled on this site currently. The warnings I have received were completely unfair and I find it even more ridiculous how quickly you can get a hold of someone through the "report a user" ticket within 10 minutes but cannot get an actual person through their completely malfunctioning ticket site for several days to weeks. I used to love how family oriented the site was, and how nice it felt to be able to browse and maneuver the site in a community setting (unlike other internet websites). Currently, however, the site moderators are completely out of control. They do not treat their players like valued customers and instead abuse their power as much as they can. I have seen someone be bullied on the forums and yet have seen someone else completely innocent be warned for stating "please stop".

I will never support neopets in any way financially and am considering quitting the website even after over a decade of loyalty. The site is dying. Something has to change.