Menu
Login
To whom it may concern,
My name is Bianca Zait, and I am writing to file a formal complaint against Ganz, the company behind the online platform Webkinz, due to what I consider to be unfair treatment and abusive behavior from their customer support team.
Recently, I contacted Webkinz support in order to retrieve access to my old account, which I last used approximately two years ago. The support agent initially claimed that the account had been inactive for over seven years — a statement that is factually incorrect. After I politely insisted and explained my situation, access to the account was finally restored.
However, shortly after this interaction, when I attempted to log back in, I discovered that my account had been permanently banned from the application, without any prior notice, explanation, or indication of wrongdoing. I have never violated the platform’s rules, nor have I ever behaved in a disrespectful or inappropriate manner in-game or toward staff.
Given the circumstances, I have strong reason to believe that this ban was an act of retaliation from the support agent I interacted with, following my rightful insistence on gaining access to my own account. This is unprofessional, unethical, and deeply concerning behavior from a company representative.
Therefore, I respectfully request:
A full investigation into this matter,
A clear explanation of the reason for the account ban (if any),
Immediate reinstatement of my Webkinz account,
Accountability for the inappropriate conduct of the support agent involved.
I am prepared to submit supporting documentation (chat logs, screenshots, etc.) upon request.
I hope this issue can be resolved promptly and fairly.
Sincerely,
Bianca Zait
zait.[protected]@yahoo.com
5.04.2025
Claimed loss: My account in which i own 17 expensive pets.
Desired outcome: my account back, apology from the employee .
Confidential Information Hidden: This section contains confidential information visible to verified Ganz / Webkinz representatives only. If you are affiliated with Ganz / Webkinz, please claim your business to access these details.
Tweety Brothers Pet Shop
1 review
The Puppy Store
4 reviews
Feeders Supply Company
1 review
Budget Pet Products
1 review
Aquacave
1 review
This scenario sounds really frustrating. I don't know if they ever solved your issue, but I am very sorry this happened. I have nowhere near as bad of a situation as you, but I can attest to Ganz being a company with a staff that probably does not care much about anything. I have not played Webkinz in years, so I tried out the new modern Webkinz out of curiosity. Then, I used my modern Webkinz login to sign up for Classic, as the landing/login screen suggests. Immediately after creating my classic account and connecting my email, I selected one of the free in-game starter pets and then pressed next to start the game. But after the teacher/intro character tells you, "Congratulations on your new pet!", I immediately got a message saying there was an unauthorized attempt to log into my account, so my session has been terminated to protect my account. It says this no matter how many times I close, reopen the app, try to log back in, or even uninstall the app and clear any cache/cookies/old data from my computer. That message is always there and will never go away.
So, I kindly reached out to their support email and stated what was happening. They asked me for parent email, pet name, and code used for the pet. Well, I never entered a code yet, so I told them that I only have a standard in-game intro pet. They responded in a stereotypical automated customer service way with, "We will not be able to retrieve your account/get it back with this information. Sorry." I was a bit peeved, as surely they have a way to just lift the suspension... but I did remember that I purchased a frog off of eBay a week ago with an unopened code attached. So, I used that on the Webkinz classic home screen (it worked/registered as a new pet) hoping that the code will make lifting the suspension easier. Reached back out to let Ganz know, only for them to respond, "Hello. This code has not been registered as used, and in this case, it cannot be used to search for an account. Thank you, Webkinz Consumer Support"
It is possible they truly can't use/see the code.. but I am pretty sure they have a tool to let the system know that it is safe for me to log back in now. Code or no code it should be possible. I feel like these generic responses are to keep from having to bother with it altogether.