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Community News EI Interactive Billing Istaria Community Manager
September 6, 2007
Well - word has come down on past subscriptions. We are not satisfied with the situation and disappointed that things turned out the way they did. At this point we can provide a definitive path for those who have been asking questions about what to do. Please be aware that because of the delicate nature of this situation, we're going to err on the side of caution (legally) when discussing this matter. We think we've laid out clearly what options are available for you as a consumer and will update this post if needed.

This does nothing to affect Horizons moving forward. It's taken a lot of time, energy and money to reach this point, and it's good that we can now move forward. In fact, we can stop putting energy into this issue and put that effort into Horizons.

We would like to apologize that despite great effort, we were unable to provide an alternative. Please take the time to read the following carefully and take the action that you feel most appropriate.

We appreciate your understanding and support.

Horizons CS

---

Dear Players of Horizons,

Virtrium has been unable to effect a transfer of those subscriptions that were with EI Interactive. We have requested multiple times that EI Interactive cancel subscriptions, but we have not received confirmation that any subscriptions have been canceled . As of July 18, 2007, EI Interactive was no longer the legal owner of Horizons. If you have been billed since July 18, 2007 or had a subscription that overlapped past July 18, 2007, please contact PayByTouch to request a cancellation and refund.

PayByTouch may be reached at 866-609-4729 to request a cancellation and/or refund. An email has been circulated within PayByTouch and staff are aware they will be receiving calls. When talking with PayByTouch customer service, the very best way to look up your account is with the credit card that you used to create the subscription.

PayByTouch can issue refunds for the past 30 or 60 days. If you need a refund for a charge beyond 60 days or if you are unsatisfied with PayByTouch, you also have the option to contact your credit card issuer (there should be a number on the back of your credit card). Contacting your credit card issuer will allow you to dispute the charge. This is a significantly more powerful option because it informs Visa or Mastercard that you have had a problem with EI Interactive. If you feel you have been incorrectly charged by EI Interactive and want the credit card industry to be aware of your experience, do the following:
1) Request a cancellation from PayByTouch, but do not request a refund.
2) Dispute all charges, where appropriate, with your credit card company.
This is an acceptable method within the credit card payment industry to identify problem merchants. The credit card payment industry has automated methods in place to monitor for problem merchants and will take appropriate action.

Virtrium believes that you should not be charged for a service that you attempted to cancel or if you were playing Horizons, pay money to a company that was not actually operating the service. We strongly encourage you to take the action you feel is most appropriate. Virtrium is behind you as a consumer and we're here to help.

If there's more information that Virtrium can provide to assist you, please don't hesitate to contact us by submitting a trouble ticket to http://support.istaria.com

Please accept our sincerest apologies for the current circumstance, and that we are unable to issue a cancellation or refund on your behalf.

Virtrium pledges to always engage in ethical and honorable business practices. We would like you to know that we worked very hard to avoid this situation, but were unable to come to a timely solution with EI Interactive. If the current circumstances cause you to leave Horizons - we understand. If you decide to stay, we will continue working very hard to earn your business each and every month. We are strongly committed to Horizons and see a bright future ahead.

See you Istaria!

Horizons Development Team

You can follow the discussion on this at http://community.istaria.com/forum/showthread.php?t=16493

 

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