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Kabam, Inc.

Find a Location

Phone: (415) 391-0817 795 Folsom St. STE 600, San Francisco, CA 94107 View Additional Email Addresses http://www.kabam.com


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Description

Kabam is an interactive entertainment company that develops and publishes massively multiplayer social games.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for Kabam, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 1038 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

1038 complaints closed with BBB in last 3 years | 205 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 99
Billing/Collection Issues 127
Delivery Issues 22
Guarantee/Warranty Issues 188
Problems with Product/Service 602
Total Closed Complaints 1038

Customer Reviews Summary Read customer reviews

24 Customer Reviews on Kabam, Inc.
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 1
Negative Experience 22
Total Customer Reviews 24

Additional Information

BBB file opened: April 12, 2010 Business started: 05/01/1999 Business started locally: 05/01/1999 Business incorporated 10/23/2006 in CA
Type of Entity

Corporation

Business Management
Mr. Scott McCabe, Content Manager Mr. Kevin Chou, President BBB Complaint, Manager
Contact Information
Customer Contact: BBB Complaint, Manager
Principal: Mr. Scott McCabe, Content Manager
Number of Employees

400

Business Category

Internet Gaming

Service Area
This business service area covers nationwide.
Business Management

On February 22, 2016 Kabam notified BBB that their partnership with Divine Might has ended. Kabam is no longer handling customer support for this game and will be unable to resolve any BBB issues as they no longer have access to resolve player issues. The game developer who is taking over Diving Might (GFan) is based in China.

Because the new game developer is based in China BBB is unable to process complaints regarding Divine Might. If you wish to file a complaint regarding Divine Might, BBB suggest you contact www.econsumer.gov.

Products & Services

This company offers


Customer Review Rating plus BBB Rating Summary

Kabam, Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    795 Folsom St. STE 600

    San Francisco, CA 94107 (415) 391-0817

  • THIS LOCATION IS NOT BBB ACCREDITED

    200 1132 Alberni St

    Vancouver, BC V6E 1

  • THIS LOCATION IS NOT BBB ACCREDITED

    6500 River Place Blvd Bldg 1

    Austin, TX 78730

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/27/2016 Problems with Product/Service
9/27/2016 Problems with Product/Service
9/22/2016 Problems with Product/Service
9/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This is not the product I purchased. Kabam has engaged in very obvious bait and switch tactics with their product. They offered their customers very specific benefits for a long time. After spending an unreasonable amount of time and money earning those benefits Kabam removed them without offering any refunds. The only thing they offered was a small in game "credit" that does not come close to covering the actual cost of their changes. Their customer service is so bad it is unusable. There are thousands of complaints in their user forums and they still have made no effort to refund the cost of their changes to their customers, or roll back to the previous version that we actually intended to purchase.

Desired Settlement: Kabam should either give us back the product that we paid for, or refund the money that was spent on a product they no longer offer. I would not have spent anything over the last year on the product they are providing now. I made numerous purchases from March 2015 to the present before their changes made my purchases obsolete.

Business Response: Greetings,

Thank you for writing in and we hope you are having a wonderful day thus far. As we understand it, you have some concerns regarding the recent balance changes to the Mastery Tree and Champion Synergies.

We certainly understand that with every balance modification, players may have to change how they tackle all the challenges the Contest has to offer. Any time updates such as these are implemented, our top priority is to provide the most balanced and engaging experience for all players. We want to provide as much diversity as possible with both Champion choices and Mastery setups. With these changes, we do hope more players feel empowered to pick their favorite Champions when taking on the Collector, and one another.

With all that being said allocating a refund to your account is beyond the scope of what we are able to provide in this situation. In recognition of these changes, we have returned all in game currency that was used to purchase the Willpower mastery plus a mastery respec point and are providing 5* Champion Crystal shards to players who had the accompying masteries Liquid Courage, Coagulate, Double-Edge. Additionally, we are restoring all T4 Catalyst upgrade materials that were used to Rank up any Leadership Champions if sold during the following time frame: Wednesday, July 27th until August 10th . However, that is the maximum that we can provide for this matter, and we will be unable to provide a refund for services rendered. Thank you again for reaching out to us and providing your thoughts on this balance update. We do hope you have a wonderful rest of your day and wish you the best of luck in the Contest!

Regards,

Kabam Support

Business Response: Hello again,

Thanks for taking the time to get back in touch with us.

We do completely understand why players may be frustrated with the recent balance changes, or with any balance changes for that matter. However, with these changes, we feel the Contest will be in a much more balanced and fair state, and we hope more players will feel empowered to pick their favorite Champions. We understand that this may be a challenging change but ultimately we do believe this will allow us to provide the best gameplay experience possible for all of the Marvel community.

As mentioned previously allocating a refund to your account is beyond the scope of what we are able to provide in this situation. We returned all in game currency that was used to purchase the Willpower mastery plus a mastery respec point, and provided all T4 Catalyst upgrade materials that were used to Rank up any Leadership Champions if sold during the following time frame: Wednesday, July 27th until August 10th. Additionally, we provided players with 1,500 5 Star Shards for each rank unlocked in Double Edge, Liquid Courage, or Coagulate prior to July 27th. However, that is the maximum that we can provide for this matter. Thank you again for reaching out to us and providing your thoughts on this balance update. We do hope you have a wonderful rest of your day and wish you the best of luck in the Contest!

Regards,
Kabam Support

Consumer Response:
Complaint: ********

I am rejecting this response because: Once again it's Kabam making it clear they will do nothing more than steal from their long term customers. They have stolen from so many of us and will do nothing to make this right. I'm not surprised. A quick search of Kabam customer service brings up nothing but complaints. The company has poor reviews everywhere outside of the ****** play store and it's no surprise.  They used bait and switch tactics to steal my money. I paid for a product that they will not provide me. I would not have spent any money on the product they are providing today as it is not even a shadow of the former game. I expect a refund in full.

Sincerely,

****** *******

9/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been dealing with this company for several days now and am receiving inadequate responses to my complaints. I receive generic (pre-drafted) responses of "I understand how you feel, however at this time their is nothing we can do. Your case has been resolved and closed. Feel free to contact us with any other concerns". My complaint is simple. I purchased a product from Kabam then continued to enhance that product with the accessories they marketed towards me as a must need because of the dynamics of the original product. Without many of these accessories the product was very singular in its use and didn't fit my needs. After spending a lot of money and becoming happy with what i purchased I received an e-mail stating the accessories would be changing drastically and would not function as intended when I purchased them. It said this was would be for the greater good of everyone involved, however I feel this now makes the product I purchased unusable to me in the matter it was intended for when I purchased it. I am in contact with many people using Kabam services that feel the same as I do.

Desired Settlement: I would like Kabam to refund me for all the accessories to the original product I purchased over the last few months. I am happy with them taking everything purchased and discontinuing my service with them. At this point I would be happy with reaching common ground and accepting less than a full refund for the time I did use their product and services.

Business Response: Greetings,

Thank you for writing in and we hope you are having a wonderful day thus far. As we understand it, you have some concerns regarding the recent balance changes to the Mastery Tree and Champion Synergies.

We certainly understand that with every balance modification, players may have to change how they tackle all the challenges the Contest has to offer. Any time updates such as these are implemented, our top priority is to provide the most balanced and engaging experience for all players. We want to provide as much diversity as possible with both Champion choices and Mastery setups. With these changes, we do hope more players feel empowered to pick their favorite Champions when taking on the Collector, and one another.

As for the removal of the Leadership synergy, we found a large number of players were aiming for this one synergy to complete the Questing challenges; this made it tough for us to tune quest content in a balanced way for players who did not have these Champions due to the immense bonus it provided. With the removal of this synergy, we hope to provide a wider variety of strategies to take on the questing content. This change will allow us to balance future content for all players at an equal level rather than balancing around the Leadership synergy. We understand that this may be a challenging change but ultimately we do believe this will allow us to provide the best gameplay experience possible for all of the Marvel community.

With all that being said allocating a refund to your account is beyond the scope of what we are able to provide in this situation. We are providing the opportunity for all T4 Catalyst upgrade materials that were used to Rank up any Leadership Champions if sold during the following time frame: Wednesday, July 27th until August 10th . However, that is the maximum that we can provide for this matter, and we will be unable to provide a refund for services rendered. Thank you again for reaching out to us and providing your thoughts on this balance update. We do hope you have a wonderful rest of your day and wish you the best of luck in the Contest!

Regards,

Kabam Support

Business Response: Hello again,

Thanks for taking the time to get back in touch with us.

We do completely understand why players may be frustrated with the recent balance changes, or with any balance changes for that matter. However, with these changes, we feel the Contest will be in a much more balanced and fair state, and we hope more players will feel empowered to pick their favorite Champions. We understand that this may be a challenging change but ultimately we do believe this will allow us to provide the best gameplay experience possible for all of the Marvel community.

As mentioned previously allocating a refund to your account is beyond the scope of what we are able to provide in this situation. We returned all in game currency that was used to purchase the Willpower mastery plus a mastery respec point, and provided all T4 Catalyst upgrade materials that were used to Rank up any Leadership Champions if sold during the following time frame: Wednesday, July 27th until August 10th. Additionally, we provided players with 1,500 5 Star Shards for each rank unlocked in Double Edge, Liquid Courage, or Coagulate prior to July 27th. However, that is the maximum that we can provide for this matter. Thank you again for reaching out to us and providing your thoughts on this balance update. We do hope you have a wonderful rest of your day and wish you the best of luck in the Contest!

Regards,
Kabam Support

Consumer Response:


Complaint: ********

I am rejecting this response because: As I previously stated I don't want an "in-game currency refund", I feel that I am due a real refund. I paid money for those in game items that you offered a refund on after making them obsolete in gameplay. I bought those items with real money, then used them in order to further my gameplay experience by obtaining necessary characters in your game because of the benefits specific to those characters. Offering a refund of those items just so I can now use them to get your next flavor of the month characters is not what I am happy with nor what I feel is owed to me. I spent real money with one goal in mind, obtaining the characters that had specific bonuses, by taking those bonuses away you have made my real money purchases useless to me, therefore an in game refund is useless to me. This bait and switch move is something I would not expect of a company of your size, nor are these automated responses that feel like they were written months in advance. They are a general "sorry, nothing we can do" rather than addressing my concerns with a suitable answer. You sold me a printer that printed in color then updated it to only black and white. Pertaining to purchase of goods, I want to return the item along with all accessories purchased to enhance that item. Take back my account and all things associated with it and issue me a refund please.

 

Sincerely,

***** ******

9/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: While playing the online game Marvel Contest of Champions, I received a message that my account was permanently banned for using 3rd party cheat software. I did not at anytime use 3rd party cheat software and was not offered any evidence as to why they concluded this. I have spent over $1000.00 on this game buying extras for the game and now I can not play the game due to false accusations. Kabam's customer support offers no explanation. I did not violate the terms of service as they stated. My account name is: **********.

Desired Settlement: I would like an apology and to have my account unlocked so that I can continue to play the game that I have invested so much time and money into.

Business Response: Hello,

Thank you for contacting Kabam Customer Support.

Our records show that your account has been banned for violating our Terms of Service specifically using third party software to manipulate gameplay.  In order to ensure the security of our game, we will be unable to discuss the exact details that led to the action taken on this account.

Your account was initially suspended pending further review for a period of 72 hours, however, it was determined that a permanent ban was necessary which is final and will not be overturned.  

Regards,
Kabam Support

Business Response: Hello,

Thank again for contacting Kabam Customer Support.

As mentioned previously we have been able to verify that you have violated our Terms of Service by using third party software to manipulate gameplay. We will not be able to discuss the exact details that led to the action taken on your account in order to ensure in-game security. Removing the ban from your account is beyond the scope of what we can do in this situation. To help provide additional context upon review of your account, we have confirmed evidence of activity that violates our Terms of Service - a third party software was used to gain an unfair advantage in various in-game fights.

Given the severity of this activity, a permanent ban was issued for this account. On request, we have reviewed this appeal previously and have ultimately determined the violation was severe enough to uphold the permanent ban in the effort of protecting overall in-game competitive integrity.

Should you wish to review our Terms of Service, you may do so here:

*************************************************


We are very sorry we could not meet your expectations in this regard however we do take Terms of Service violations very seriously and any decision made is final. Thank you again for contacting us and we hope you have a wonderful day.

Regards,
Kabam Support

Consumer Response:


Complaint: ********

I am rejecting this response because:

This is exactly what I am talking about in regards to Kabam's mistreatment of customers and unethical behavior.  They state that they can not discuss the terms of my violation to ensure their game security.  Kabam has proven my point with this statement.  Kabam can not discuss this because I did NOT violate the terms of service. They have no proof other than their generic statement.  If I used this "cheat software", please disclose what I used.  They won't because I did not use it.  I played the game for almost 2 years and spent nearly $1000 on buying extras for the game.  I never has issues with the game while I spent money other than the multiple game bugs that Kabam runs weekly maintenance on to fix.  The reason I feel that I was banned was because I quit spending money on the game and instead was playing up to 4-5 hours per day earning "units" instead of buying them.  How is this violating the terms of service????  Please explain why so many others honest players have become victims of this same unethical practice by Kabam.  Kabam banned my account because I was no longer making purchases which is completely acceptable for this type of game.  My proof is their response stating that I could start a new account.  They wanted me to start over from scratch after I invested 2 years into this game and almost $1000.  I will not accept Kabam's false explanation because they have no proof other than their phony security software accusation. I never violated the terms of service and my account should be restored immediately.  

Account: **********


Sincerely,

***** **********

9/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Kabam offers a game called Marvel Contest of Champions. There are specific abilities which players purchased (at great expense to which I have receipts to prove) in order to achieve in the game. Recently, the company has changed or removed many abilities from the game without which that money would not have been allocated to the game. Versus allowing consumers who no longer wish to play the game an ability to have some money returned as they completely changed the game, they are offering in game currency. I feel as though this was a bait and switch. We spend months working on and spending money to be able to do specific things in game and the company is well aware that customers have done this. They are refunding roughly $85 worth of in game currancy which is of no use to me. I paid for a product that was taken away.

Desired Settlement: I would like at least some of my money returned as it would not have been spent on the product they have given in return.

Business Response: Greetings,

Thank you for writing in and we hope you are having a wonderful day thus far. As we understand it, you have some concerns regarding the recent balance changes to the Mastery Tree and Champion Synergies.

We certainly understand that with every balance modification, players may have to change how they tackle all the challenges the Contest has to offer. Any time updates such as these are implemented, our top priority is to provide the most balanced and engaging experience for all players. We want to provide as much diversity as possible with both Champion choices and Mastery setups. With these changes, we do hope more players feel empowered to pick their favorite Champions when taking on the Collector, and one another.

To provide additional context specifically in regards to Willpower, we felt this Mastery was binary; locking out a large portion of the Champion roster. As a result, Champions with non-damaging debuffs (such as Ant-Man) were used less frequently due to the immense regen provided by Willpower. We made this change to provide more diversity in both Willpower’s use and for those fighting against Willpower users. With the new setup, though it won’t be as strong on every Champion, high armor characters will gain a large boost due to the high amount of percent armor granted. We do still find that Willpower will have a strong use for many players and hope you can get the most of it with your armor-centric teams.

As for the removal of the Leadership synergy, we found a large number of players were aiming for this one synergy to complete the Questing challenges; this made it tough for us to tune quest content in a balanced way for players who did not have these Champions due to the immense bonus it provided. With the removal of this synergy, we hope to provide a wider variety of strategies to take on the questing content. This change will allow us to balance future content for all players at an equal level rather than balancing around the Leadership synergy. We understand that this may be a challenging change but ultimately we do believe this will allow us to provide the best gameplay experience possible for all of the Marvel community.

With all that being said allocating a refund to your account is beyond the scope of what we are able to provide in this situation. We are returning all in game currency that was used to purchase the Willpower mastery plus a mastery respec point, and providing all T4 Catalyst upgrade materials that were used to Rank up any Leadership Champions if sold during the following time frame: Wednesday, July 27th until August 10th . However, that is the maximum that we can provide for this matter. Thank you again for reaching out to us and providing your thoughts on this balance update. We do hope you have a wonderful rest of your day and wish you the best of luck in the Contest!

Regards,

Kabam Support

Business Response: Greetings,

Thanks for taking the time to get back in touch with us.

We do completely understand why players may be frustrated with the recent balance changes, or with any balance changes for that matter. However, with these changes, we feel the Contest will be in a much more balanced and fair state, and we hope more players will feel empowered to pick their favorite Champions. We understand that this may be a challenging change but ultimately we do believe this will allow us to provide the best gameplay experience possible for all of the Marvel community.

As mentioned previously allocating a refund to your account is beyond the scope of what we are able to provide in this situation. We returned all in game currency that was used to purchase the Willpower mastery plus a mastery respec point, and provided all T4 Catalyst upgrade materials that were used to Rank up any Leadership Champions if sold during the following time frame: Wednesday, July 27th until August 10th. Additionally, we will be providing players with 1,500 5 Star Shards for each rank unlocked in Double Edge, Liquid Courage, or Coagulate prior to July 27th by the end of the day August 2nd. However, that is the maximum that we can provide for this matter. Thank you again for reaching out to us and providing your thoughts on this balance update. We do hope you have a wonderful rest of your day and wish you the best of luck in the Contest!

Regards,

Kabam Support

Consumer Response:


Complaint: ********

I am rejecting this response because:

To make it simple, I paid for something specifically to purchase something they removed. I do not want what they replaced it with. I want my money back as the product was offered (with incentives to purchase) and then they chose to remove the product without offering a product of equivalent use. I would not have spent the money without that product. It is a bait and switch.
Sincerely,

****** *******

9/7/2016 Delivery Issues
9/7/2016 Problems with Product/Service
8/25/2016 Problems with Product/Service
8/23/2016 Problems with Product/Service
8/21/2016 Problems with Product/Service
8/21/2016 Problems with Product/Service
8/18/2016 Problems with Product/Service
8/13/2016 Problems with Product/Service
8/12/2016 Billing/Collection Issues
8/12/2016 Problems with Product/Service
8/12/2016 Problems with Product/Service
8/11/2016 Problems with Product/Service
8/5/2016 Problems with Product/Service
8/5/2016 Problems with Product/Service
7/28/2016 Problems with Product/Service
7/20/2016 Problems with Product/Service
7/20/2016 Problems with Product/Service
7/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been playing ****** ******* ** ********* since September of 2015. I have spent numerous dollars on their game and countless hours over the past 9 months. I recently was banned for a 72 hour period for supposedly using third party software. I have emailed Kabam numerous times about this acquisition and I get the same computer generated response each time and they offer no help. I would like a specific reason for my ban. A company that collects millions of dollars from their customers should at least offer a call center you can contact. I have also left numerous voice mails at their corporate headquarters and I have not gotten a response. After the initial 72 hour ban from the game they let me back on only to be banned permanently a day later. I have been in contact with a senior advisor with apple from their security team and he assured me nothing is wrong with my phone. I find it interesting how I could be using third party software when the only App I have ever downloaded on my IPhone is from the iTunes store itself. Now that I am banned currently I have sent more emails and still no valid response from Kabam. I have all the documents to prove my complaint. I would like a refund of every dollar I have spent on this game or proof for the reason I was banned so it doesn't happen again.

Desired Settlement: I believe they should let me back in banned account or refund every dollar I have spent over the last 9 months.

Business Response: Hello,

Thank you for contacting Kabam Customer Support.

Our records show that your account has been banned for violating our Terms of Service specifically using third party software to manipulate gameplay.  In order to ensure the security of our game, we will be unable to discuss the exact details that led to the action taken on this account.

Your account was initially suspended pending further review for a period of 72 hours, however, it was determined that a permanent ban was necessary which is final and will not be overturned.  

Regards,
Kabam Support

Business Response: Hello,

Thank again for contacting Kabam Customer Support.

As mentioned previously we have been able to verify that you have violated our Terms of Service by using third party software to manipulate gameplay. Again as mentioned previously we will be unable to discuss the exact details that lead to our action on your account in order to ensure the security of our game. Allocating a refund for services rendered is beyond the scope of what we can provide in this situation, and removing the ban from your account is also beyond the scope of what we can do in this situation.

Regards,
Kabam Support

Consumer Response:
Complaint: ********

I am rejecting this response because:  I still have not got to talk to anyone from Kabam regarding my ban. I spent hundreds of dollars and hours on this game.  For my account to be banned for no reason should be illegal.  I consider this theft and my lawyer feels the same way.  Legal action will be my next step. 

Sincerely,

***** ******

7/18/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This is one of the worst companies I've ever had the displeasure of dealing with. I cannot recall how many times the game has offered "great deals" promising to reward with excellent and rare in game items, only to continually have the return on my investments come back overt and over as complete garbage. This company has repeatedly patronized me/loyal customers with promises of increased chances for average players to succeed, and to listen to our feedback, but every dishonest claim has been met with more and more blatant grabs at money. Their customer support team is the saddest joke I've ever heard of, as well as their forums page - where they always try to defer any actual in game support concerns I've ever had.

Desired Settlement: Either refund me all my money, or distribute some actual compensatory resources.

Business Response: Hello,

Thank you for contacting us regarding recent in-game offers and their rewards. We understand that it can be frustrating opening items when the outcome doesn't quite match expecations. 

With all in-game crystals and chance events, we aim to create a rewarding experience for all participating players. This means that each reward granted offers a benefit to the players with a small chance at knocking it out of the park through acquiring the featured reward. Though we cannot disclose exact chance rates for any individual crystal, it is true that featured items are often harder to obtain due to their strength and rarity; even in crystals with increased chances, they will still often be fairly rare to obtain due to the strength and integrity of these items and champions. 

With that said, we have taken this opportunity to collect your thoughts and feedback to provide for our team. This will grant insight into the challenges faced by players regarding the availability of Champions and Items in the various crystals and events we offer. Because it takes time to implement changes of this nature, there may not be an immediately noticeable change, but rest assured that all ideas and suggestions have been brought to their attention.

In regards to communicating your thoughts and feedback more directly, we encourage you to visit the 'Suggestions and Features' section of the Contest of Champions forum on Kabam.com located here: 
********************************************************************************

Most times, concerns and suggestions regarding matters such as this have already been posted, and if not, posting yours provides an opportunity for the community as a whole to support the initiative, which ultimately leads to a greater impact in affecting change within the game.

Thank you very much for your understanding and all the support you've shown. We appreciate you taking the time out of your day to get in touch with us and we hope you have a wonderful day!

Kind Regards,
Kabam Support

Business Response: Hello again, 

We are very sorry for any disatisfaction with our previous response. We are truly always actively working towards in-game improvements directly based on feedback from players such as yourself. If there are any specific offers or crystals you have concerns over, please be sure to let us know. Though we cannot guarantee immediate changes, we can assure this feedback will be taken into direct account when creating new or altering existing crystals and offers.

We are very sorry we could not meet your expectation with recent crystals. That said, we do still want to thank you again for taking the time to reach out to us and we wish you all the best in the Contest!

Regards,
Kabam Support

Consumer Response:


Complaint: ********

I am rejecting this response because:

At what point does this company actually provide service? This is their usual garbage that I'm seeking a refund for: I pay money, get garbage, send in complaint, and get "we hope you are satisfied" as the only response. Pitiful... Please don't even bother responding if that's all you are going to do/say.

Sincerely,

***** ******

7/11/2016 Problems with Product/Service
6/16/2016 Problems with Product/Service
6/16/2016 Problems with Product/Service
6/15/2016 Problems with Product/Service
6/8/2016 Problems with Product/Service
6/7/2016 Problems with Product/Service
6/7/2016 Problems with Product/Service
6/7/2016 Problems with Product/Service
6/7/2016 Problems with Product/Service
6/7/2016 Problems with Product/Service
6/7/2016 Problems with Product/Service
6/7/2016 Problems with Product/Service
5/28/2016 Problems with Product/Service
5/27/2016 Problems with Product/Service
5/26/2016 Billing/Collection Issues
5/26/2016 Problems with Product/Service
5/26/2016 Problems with Product/Service
5/22/2016 Problems with Product/Service
5/21/2016 Problems with Product/Service
5/19/2016 Problems with Product/Service
5/19/2016 Problems with Product/Service
5/17/2016 Problems with Product/Service
5/17/2016 Problems with Product/Service
5/17/2016 Problems with Product/Service
5/17/2016 Problems with Product/Service
5/17/2016 Problems with Product/Service
5/16/2016 Guarantee/Warranty Issues
5/15/2016 Problems with Product/Service
5/11/2016 Guarantee/Warranty Issues
5/10/2016 Problems with Product/Service
5/10/2016 Problems with Product/Service
5/9/2016 Guarantee/Warranty Issues
5/9/2016 Problems with Product/Service
4/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Loss of in game purchased items. Marvel Contest of Champions crashes frequently. This is a real problem because Kabam accepts money for in game purchases that are often lost or rendered useless because of their faulty software. It is sad that I must tesort to contacting the BBB, however I am unable to get resolutions from the support team on the latest matter. On Wednesday, March 30th they introduced a new feature to the game. The ability to earn parts of some very exclusive and costly items. These item are referred to as tier 4 class catalysts (T4C). To give you an idea of how valuable these are in game 1 T4C can be essentially purchases by selling 200 T3C. You earn 180 fragments for every T3C sold and need 36,000 fragments to earn 1 T4C. There are other ways to earn T4C in game but they are reserved for the most elite players or extremely luck. You can purchase 2 T3C in game for 400 units as you can not purchase T4C directly yet. If someone were to attempt to purchase a T4C they would have to buy 100 of the T3C packages at 400 units each costing a total of 40,000 units. Units can be purchased in game with real USD currency. You can purchase 3,100 units for $99.99. One would have to purchase 13 of the $99.99 unit packages to get 40,000 units which would cost $1,300. Grant it, I have not spent this much money in the game and have mostly relied on luck to get the T4C, but the recent glitch in the game has caused me to lose 2 T4C Mystic cats. I contacted support on Wednesday March 30th as soon as I noticed the missing items. I received an email from **** with Kabam acknowledging an issue but stating that they would get back to me in 24 hours for a resolution. When I did not hear back I contacted support again, but was told by ******* that they could not return my missing items and was accused of deleting them. He did provide my account with 400 units at that time, but as you can see the value is no where near the loss. Being that this is just a game I thought I would just stop playing at this time, but the more I've realized that I have spent hundreds of dollars playing this game over the past year the stronger I feel this issue should have been resolved by the support team. All I am asking is that they return the 2 missing T4C Mystic Catalysts to my account. I am not requesting any financial reimbursement at this time, however if they feel strongly enough that they can not return these 2 items and prefer to reimburse the money I have spent on in game purchases I would accept that resolution, but ultimately I would be must happy to simple receive the 2 missing items. I do enjoy playing Marvel Contest of Champions, but feel that I have been cheated by the game and mistreated by support.

Desired Settlement: I would like the 2 missing T4 Mystic catalysts returned to my account. If this is not possible, I would accept an alternative resolution in which the company returned the USD that I have spent playing over the past year.

Consumer Response:

I was finally able to contact management at Kabam and they resolved this issue. They have assured me that they are working on their support procedures to ensure issues do not escalate in the future. 

 

I am happy with the companies resolution of this problem, but not sure how to update the record with the BBB. 


******* ** ****


4/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: changes to game defrauds customers. Bear with me. This may seem arbitrary, but it could be costing a lot of people money: In Kabams game 'star wars uprising'. There is a boss tht is difficult to beat. Players found a good method and posted it to Kabams forum. This method involves the use of Chomium (that can be won or purchased in micro transactions). I used this method, but was not successful at first. I spent money buying chromium to attempt this method. Kabaam updated the game, so that this method no longer works. They did not inform anyone that this method no longer works and allowed the forum posts to remain. I contacted Kabam customer service and was told to use the player forum to find a way to beat the boss. I informed Kabam that the method laid out in the forum no longer works because of the update but people continue to spend money trying this method. I was asked to produce evidence that this info was on the forum. After doing so I was told that Kabam is not responsible for the content on the forums. Kabam customer service advices customers both through direct email and through a message on their corporate phone number to use the forums for tips, but takes no responsibility for the content of the forums, or for changes that c aide the content to be invalid, and cost consumers money while attempting to use these no longer valid methods. My correspondence was dismissed and I have been told to re-submit my trouble ticket (which I have). A large number of players spend real money, mostly without issue, on micro transactions in games. When there is an issue, in this case through deceptive means and lack of accountability; the company (Kabam) stands to reap substantial financial gain through deceptive practice. They take no accountability for disparities between game, updates, and forum. This process may have cost me only $20.00, but imagine 10,000 people attempting the same method, that Kabam knows won't work, after being guided to us the forums by Kabam. The practice is inhearantly decietful, and unreliable. Kabam recommends players use the forum as a customer service method, but takes no responsibility for the content. When confronted by the disparities, customer service was dismissive. Intentionally misleading.

Desired Settlement: Contact by business, apology for customer service, change in business practice (accountability), refund to all customers who spent money using invalid forum advice at Kabams recommendation.

Business Response: Hello *****,

We very much appreciate you taking the time to share your concerns about this situation and the support you received. It is never our intention that players do not enjoy themselves using our services or that they feel mislead, as we want all players to have a great experience within the game and we regret to see that this circumstance has left you frustrated.

As it appears that your original case * ******** is still open for reply, we would be very glad to continue helping you and will be reaching out directly via that case number to assist you further. You are invited to reply to that case so that we may continue to work together to resolve this matter. Additionally, all of your concerns and feedback have been taken into serious consideration. We can to confirm that any issues within the game that are found will be remedied swiftly and all suggestions for improvements have been noted.

Thank you again for sharing these concerns and we hope you have a wonderful rest of your week. If you need any further aid, please don't hesitate to write back to us again as we'd love to be of whatever help we can!

Kind regards,
Kabam Support

4/11/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
4/9/2016 Problems with Product/Service | Complaint Details Unavailable
4/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Customer service wont fix my account and when I have asked them to either fix my account or delete it, they wont do either. In January I had an account that had a lot of champions deleted in it. I contacted Kabam to try to resolve the issue. They told me it couldn't be resolved so I asked them to close my account because it was now worthless. Kabam told me to email them my account information with a statement saying I gave permission to close my account. I did so and they never deleted the account. I contacted them again in February and still nothing. It is now almost April and they still haven't deleted my account or fixed it, so I cant use my email to get a new account and the account I have now is worhless.

Desired Settlement: I would like to get the characters deleted back, but Kabam says that cant happen, in which I would like to receive in game compensation so I can purchase some characters to compensate for my loss. I know they can award these because they have done so before.

Business Response: Hello,

Thank you for contacting Kabam Customer Support.

From what we understand your reason for contacting us is related to the sale of Champions by another user on your account. Though we are sorry to hear that this has negatively affected you, account security is the responsibility of the player, and reversal of sold Champions or any other form of compensation is not within the scope of the service we can provide. Account security is upheld on our end, and it is ultimately up to the owner of the account to ensure unwanted access is avoided. If you have not already done so we do suggest resetting the password of your account, the email address associated with your account, and finally your Gamecenter or Google player accounts if you wish to continue playing. However, if you would like to move forward with your account deletion we can do this with your permission. Please get back to us and we will permanently ban the account until we can move forward with its deletion.

We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week.

Regards,
Kabam Support

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
They didnt help me for 2 months and they still arent really helping. This is ridiculous and its not right.

Business Response: Hello,

Thank you for taking the time to get back in touch with us.

As mentioned previously allocating the Champions that were sold on your account is beyond the scope of what we can do, nor can we provide any other form of compensation for this matter. We understand that this may not have been have the exact response you were hoping for, and we would like to sincerely apologize for any disappointment that it may have caused as this was not our intention, however, account security is ultimately the player's responsibility.

Thanks again for taking the time out of your day to contact us and we hope that you have a great rest of your week.

Regards,
Kabam Support

4/9/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Paid money for a feature that has been disabled. Purchased an in game product. "Gifting Badge" for $30. Kabam has disabled this feature and has been inactive for almost a month. When a customer pays for in game features they should be available for use. I am a loyal paying customer but feel I have been taken advantage of.

Desired Settlement: I would like some form of in game compensation for not being able to use this feature. I am a loyal customer. This has cost me more $$ and progress.

Business Response: Hello,

Thank you for contacting Kabam Customer Support.

We would first like to apologize for any frustration or inconvenience that this matter may have caused. We discovered an exploit with the Gifting badge and had to take swift action in order to ensure that the integrity of the Contest was in tact. These players were actioned, but in the mean time we also needed to disable the feature while we decided what to do moving forward. With that being said we have decided to implement the Gifting Badge once again with some slight alterations to ensure the exploit can not be reproduced. For additional information and updates please follow the link that can be located at the bottom of this reply. We did also want to mention that though we empathize with your frustration providing compensation for an intended decision that affected the entire community is beyond the scope of what we can provide.

We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week.

Regards,
Kabam Support

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Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I feel I have been cheated out of my money. this isn't the first time. I filed a ticket with kabam directly when their game glitched and stole units from me that I had paid for. Instead of trusting a loyal paying customers, Kabam said I needed to provide screenshot of it happening and that I was at fault. ...impossible to since it was a glitch that took place in a second of timr. it took my money. Now I am being cheated again.
I have spent much time and money on Kabam and their products. I deserve to be treated better as a loyal paying customers. being thrown under the rug and forgotten is not how customers should be treated, and this is how I feel I've been treated.
This gifting badge was disabled and it cost me over 2000 units that I had to purchase. I already had the units but couldn't use then because of Kabam removing the game features. a game feature I paid money to acquire.
an apology after the fact is not acceptable. Compensation of the units I had to purchase twice would be a good resolution.

Thank you for your time

Business Response: Hello,

Thank you for taking the time to get back in touch with us.

As mentioned previously the temporary removal of the Gifting feature was done to ensure the integrity of the game, and it affected each and every community member. Though we empathize with your frustration, allocating compensation to only your account and not the entire community is beyond the scope of what we can provide. As for your other concern we are not sure where the confusion is coming from, but in your previous correspondence with us you were notified that the Units were not missing, but instead were donated to your ********** ********. Due to the fact that players have to go through several in game prompts in order to donate Units, and the fact that the ******** was able to use the resources that were donated allocating them back to your account was beyond the scope of what we could providing in that situation.

Thanks again for taking the time out of your day to contact us and hope that you have a great rest of your week.

Regards,
Kabam Support

4/9/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
4/9/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Submitted trouble 3 tickets for game crashing causing the loss of health within the game, usually get a refund of health potions and or units. In Kabam's Marvel Contest of Champions game. I have submitted trouble 3 tickets for game crashing causing the loss of health within the game, usually get a refund of health potions and or units. Ticket numbers are ********* ********, and I accidently deleted the 3rd TT. I finally got a human email with this statement. "I definitely understand your frustration here. If I'd spent my time, effort and money as you have within the game only to deal with consistent crashing and connectivity issues, I'd be upset as well. That being said, at this point in time, we are unable to offer any kind of assistance outside of the troubleshooting steps for specific devices. I know that this may be frustrating, and I want to encourage you that should you continue to face these types of issues, our forums are the best place to report them. We will be closing this ticket out as we've outlined all of the possible solutions for this issue at this moment." The solution as in the past is to refund me units since I provided pictures of the loss health.

Desired Settlement: I lost a little over 19000 health from 3 characters in 3 consecutive days. Kabam sells alliance potions for 210 units each which will give you 3900 health. I need at least 5 and I had to use a alliance revive to complete the quest which I already had but the sell them at 180 units. if not they can refund me units for a total of 1230 units or about $50.00 in US dollars.

Business Response: Hello,

Thank you for taking the time to submit this to case to us.

While our development team is constantly working to optimize the game to ensure as smooth a gameplay experience as possible, please be aware that many factors go into the stability of a mobile network connection at any given time. While server-side issues can sometimes cause latency and/or disconnects, these can also be caused by device hardware, operating system, Wi-Fi configuration, mobile network, ISP specific issues, etc. While we cannot provide specific technical support for the infinite possible combinations of hardware, software, and networks that our players may be using to access Marvel Contest of Champions we have been working on getting a comprehensive reporting system for players to be able to provide detailed crashing reports. With additional information we may be able to identify trends and due our best to resolve any underlying issues we are able to locate. We would like to apologize for any frustration that this matter may have caused you, however, providing any compensation for this matter is beyond the scope of what we can do in this situation.

We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week.

Regards,
Kabam Support

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
They are flat out lying when they said "providing any compensation for this matter is beyond the scope of what we can do in this situation." Just a few months ago when this glitch/crashing started happening they would compensate us by giving us the health potions equivalent to what we lost. That's why we take screen shots and submit them the trouble tickets. So for them to blatantly lying saying that they cannot provide compensation for the loss of health due to their games glitches and documented failures, is unbelievable. They are a multi million dollar company they we pay or entertainment and they can easily add the correct number of potions to anyone's account to compensate us for loss of health due to their programming errors, especially since we pay hard earned money to buy these potions. They should be held accountable for this. I still want the equivalent potions for my 19000 lost health credited to my account.

Also a key note is that when this started they did some kind of programming where you wouldn't lose half your health if the game crashed, but someone took advantage of this by pausing the game and ending the session when they knew they were going to lose and could restart the match. They were losing money on this fix because someone put it on ******* and then word spread. So they put the crashing = half health loss problem back in the game. They are very aware of the problem and they try to say its our service/Wi-Fi connections is just a ploy to not honor something that is their fault. I have excellent Wi-Fi everywhere in my house so it is not on my end it is all on their end as you can see from their message boards and through various other sites. Its getting pretty bad when things happen to you in this game and you talk about it with other people and they reference your troubles and getting KABAMED which means getting screwed over.

Business Response: Hello,

Thank you for taking the time to get back in touch with us.

As mentioned previously there are a large amount of factors that can go into device latency and crashing, and allocating items to your account for this matter is beyond the scope of what we can currently provide. With that being said we are always improving our infrastructure to ensure that we can help avoid these frustrations as much as possible. On that note we have developed a Crash report form so that you, and other affected players can submit detailed information regarding their crashes. From there we may be able to identify large trends to improve where we can. We do understand that this may not have been the exact response that you were hoping for and we would like to sincerely apologize for any disappointment that it may have caused as this was not our intention, but we hope that this information, and the following crash report has been helpful regardless. Thanks again, and we hope that you have a great rest of your week.

Regards,
Kabam Support

****************************************************************************************************

4/6/2016 Guarantee/Warranty Issues
4/6/2016 Guarantee/Warranty Issues
4/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm reaching out to you to lodge a formal complaint pertaining to an active event that is taking place at the current moment within the MCOC game app. The event that I am lodging a complaint against is, "Chloe's Warriors of Awesomeness Quest". When this event was released, I had beaten it over the weekend of its initial release, which was March 13th. This Friday just pass (March 18th), there was an update for the MCOC game app, which caused the difficulty of this said event to revert into an easier state. When the forum moderator Ad0ra posted the spotlight for the "Chloe's Warriors of Awesomeness Quest" onto the Kabam forums, she clearly stated; "in chapters 3 & 4 players will encounter Block Erosion: Whenever Block Proficiency exceeds 66%, up to 2% is lost per second until 66% remains". With the current new update, the Block Erosion node in this very hard event changed from 66% to 70%, allowing players to use Block Proficiency teams that resulted in receiving 0 damage while blocking. As I stated above, I have already completed this event when it was released, so I decided to give it another test run with these new changes. I used a Block Proficiency team (same exact team I used to beat it), & received 0 damage while blocking, as to receiving damage while blocking prior! I beat X-23 & Spider-Man in 4:6 in this test run with full health & 0 items used. I have spent exactly $240 (USD) in completing this event when it was first released, to just have it changed over with a new update. If the event was like this from the beginning, I could have beaten it without spending any money what so ever. Before this very odd change, this event was the hardest event I've played that this game had to offer (not to mention that the rewards for completing it were not up to par with the events level of difficulty before the sudden change). This event had specific content advertised to us, just to be turned around & changed right after while still being a live event, after many within the MCOC gaming community had spent hundreds of dollars just to complete it when it was first released. In addition, there was no initial introduction or announcement from Kabam pertaining to this sudden change, either. I truly feel as if Kabam had changed that Block Erosion node to make more money off of this said event, because less people were playing it as intended due to the level of extreme difficulty. I truly feel that this move was theft by deception. I personally feel that I & many other players were lured into spending hundreds of dollars to complete this quest, just to get deceived right after! And, if in fact the new update did indeed cause an unintentional bug that eradicated the "Block Erosion" node not to work for 3 full days based off of a technical issue, it still allowed MANY players who could not have beaten this event prior to when this happened, just to do so within these past few days with ease, without even spending a dime! I am also enclosing these pictures as proof to my statement above about this quest. Pic 01 - Proof I beat Chloe's Quest (date & time data can be found on Kabam's servers) - http://imgur.com/M57BNkg Pic 02 - How I found out Block Erosion was changed - http://imgur.com/kjz2GV0 Pic 03 - Proof of Block Erosion being changed from 66% to 70% - http://imgur.com/YpOL2wf Pic 04 - Ad0ra's initial introduction of Chloe's Quest stating that Block Erosion would be 66% instead of 70% - http://imgur.com/BFM7M33

Desired Settlement: The resolution that I am seeking for is a refund. For the simple fact that there were no announcements what so ever from any Kabam forum Mod/Devs, nor did anyone receive any type of in-game mail indicating anything about these said changes, nor was there any type of acknowledgment about so-called technical issues until 3 days after the fact; I am requesting a refund. I am requesting that I be refunded with the in-game currency that I used to beat this specific quest with, which was a total of 6500 units; or that I be refunded with one of these two other options: 1 Mystic T4 Class Catalyst, 1 Generic 4* Awakening Gem or 1 Generic 4* Awakening Gem, 20 4* Signature Stones *After two emails to Kabam pertaining to this situation, I received a response back from them, indicating that I would be compensated with 250 units. I am not willing to settle at all with such a petty allocation. The ticket/case number was: #XXXXXXXX

Business Response: Initial Business Response /* (1000, 5, 2016/03/25) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any confusion, and frustration that this matter may have caused. As you likely already know when 7.0.1 was implemented the description for the Block Erosion nodes value changed from 66 percent to 70 percent. While we would like to sincerely apologize, this was actually a display issue introduced with the new update and did not effect the battle. With that being said due to the fact that this was just a display issue and did not make the battles any easier for players after 7.0.1 allocating Units or in game items is beyond the scope of what we can provide in this situation. We would like to once again apologize for any confusion that this matter has caused, but we hope that the information we provided cleared it up for you. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2016/03/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm sorry, but I find your reply to this matter to be blatantly unethical, & an unwarranted attempt to cover up what really transpired. It was clearly not a display issue, as ******* ******** who is the Manager of your Community Development clearly stated that it was not a display issue via your MCOC forums, & that it was in fact broken/disabled - "Hey folks - when we released our latest update on Friday, the Block Erosion buff was temporarily broken. This was not intentional, and it's now been fixed" (see enclosed picture - http://imgur.com/doczJY6). Also, from page 44 & up in this thread about this specific quest, there are multiple forum patron's of this game speaking about this issue, as well (http://community.kabam.com/forums/showthread.php?XXXXXX-Announcing-Chloe-s-Warriors-of-Awesomeness-Quest!/page44). After learning about this issue from your forums, & having already completed it, I decided to test it out using the same exact team that I used to initially beat it with. Before changes (with 66% Block Prof.) - http://imgur.com/gixmYDK After changes (with 70% Block Prof.) - http://imgur.com/AlsOoKi In picture 1, you can see that I had received damage for blocking & using parry. In picture 2, you can clearly see that I took 0 damage while blocking & using parry. With the block erosion node active, that was definitely not possible. This was a direct result of the block erosion node being disabled, due to a faulty update from your part. I would have attempted to record it to have it documented better, but I did not want to receive a ban for using 3rd party software, as I have never attempted to record any of my game play before. This "technical issue" caused many players who could have not beaten this hard quest to beat it within that 3 day period, because the event/quest was fully affected by the block erosion node being inactive. Therefore, your response has no merit in stating that is was a display issue when it was clearly not (Ad0ra even publicly specified that was not), & your response is in direct violation to your own Terms of Service. Time & time again, this company has shown a selective enforcement of their own T.O.S. Ex: When the retroactive 4* hero crystal was implemented for completing Act 3 100%, many players received extra 4* crystals due to "technical glitches", while many did not - & nothing was done to fix this & create equal balance. Many players flat out got caught cheating in multiple arena's, & were still allowed to continue playing, with only having their rewards stripped. Certain alliances exploited a glitch with the Mercenary Crystals months ago, allowing them to receive more crystal spins if they received a hero who was already at level 99, resulting in them receiving more signature levels, gold, ISO, & sig stones - & nothing was done to fix this & create equal balance. A few months back when 5* heroes were first introduced, in one of the monthly event quests, there was an unintentional glitch that was exploited where players would continuously receive an abundant of 5* & 4* hero shards for playing the quest over & over again. The 5* hero shards were stripped from them, but they were still allowed to keep the abundant of 4* hero shards they received. Not to long ago, quite a few big players (spenders) from big alliances got caught exploiting a hack where they could get more units for less by using a 3rd party, which resulted in a ban. Then, they were allowed to get said ban lifted from their account, if they paid the regular fee of which the units would have originally cost. *All picture's, proof, & links from Kabam forums are documented The list just keep's going on & on, hence why this company is very selective with their T.O.S, & this situation involving the Chloe's quest is no different! If the MCOC Kabam forums were to be thoroughly documented from your part, or even the ***'s part, then all would see that a major faction of the MCOC gaming community is in discord with the mechanics of this game, & the way it is being ran. I have been playing this game since world wide release (December 2014), & I have invested thousands of dollars into it. I did/do so, because I am a huge Marvel fan. I am definitely not a Kabam fan, because the business practice's of this company are morally wrong & disgraceful to the entire MCOC player base. As a result, I do not accept your response. Final Business Response /* (4000, 10, 2016/04/01) */ Hello, Thank you for taking the time to once again get in touch with us. We would first like to apologize for any confusion that this matter may have caused, but the issue you originally described was indeed a display issue. After the 7.0.1 update the value displayed as 70 percent instead of the intended 66 percent, however, this did not affect the fights as the actual value remained at 66 percent despite appearing as 70. Additionally, there was an issue where the node was not functioning correctly at all for a brief amount of time which was quickly resolved, but the display issue was not resolved before the quest expired. With the additional clarification you provided we would like to do our best to address the frustration caused by the brief amount of time the node was not operating as intended. On that note we have provided (3) Level 2 Team Health Potions and a Level 1 Team Revive. We also wanted to mention that this along with the 250 Units originally allocated to your account for this matter is the most that we can provide for this specific instance. We understand that this may not have been the exact response that you were hoping for and we would like to sincerely apologize for any disappointment that it may have caused as this was not our intention, but we hope that this information has been helpful regardless. Thanks again for taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Final Consumer Response /* (4200, 12, 2016/04/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The glitch was indeed NOT a display issue. There were many in my alliance & other alliance's that beat this quest during this 3 day time span (the time where you received 0 damage for using a block prof. team). There are multiple threads on your forums that have solid proof of this. I do not accept your proposed resolution. I am actually quite offended by it, as well. This is the worst & most corrupt mobile gaming company that I have ever dealt with, & many agree with this via the Kabam forums. You are more concerned of squeezing as much money as possible out of your player base, then listening to actual feedback via forums. Not to mention, you release faulty updates that cause continued server crashes, extreme game lag, etc - to the point where playing has become unresponsive, then have the audacity to suggest that it is our devices. Thousands of complaints from thousands of players speaking upon the same thing, as well. I am not going to settle for this, especially from a company who has a selective enforcement of their own T.O.S. I am going to put a claim in with the Federal Trade Commission as my next step. What's right is right. This sums up the game in one whole below, for all to see as well... Pros: *It's Marvel! *The art team is one of the best in the business. *The game play is fun in very small doses. *The fights are short & matches can be completed within minutes (with a stable connection). *Good amount/diversity of my favorite champs already in the game. *I made some great friends via my Alliance. Cons: *Arena grind & the demand on time it requires to win top rewards *Cost vs. reward for featured crystals & crystals in general *Item cap & everything that went along with it *Cheaters & hackers still NOT under control *Server crashes *Losing half HP in AQ's/Aw's because of server crashes *Announced (and unannounced) character nerfs *The pursuit of more & more pay walls (energy refill nerf & detrimental effects to encourage item use, i.e; Act 4, Ch: 3) *Lack of transparency in ALL leaderboards/ no real-time leaderboards *Lack of transparency from forum Moderators/game Dev's *Selective enforcement of T.O.S *Introduction of nodes that render certain masteries useless or harmful *Cost of masteries and/or only having one mastery set-up *No innovation in game play or new content *Too many re-skinned champs *Price of certain in-game items (AQ pots) & lack of useful items (single AQ revive's) *Allowing cheating players (and their respective alliances) to keep ill gotten rewards *Laggy/miscued game play, especially in AQ's/Aw's *4* 4/40 progression wall (T4C's available only to top X% unless very, very lucky) *Poor customer service for most aspects of the game *Loosely enforced guidelines for 'exploits' *Lackluster rewards for time/resources spent via special quests & to a lesser extent of Story quest *Poor communication & overall ineffectiveness of forum mods *Refusal to listen/implement the most overwhelmingly favored player feedback

4/5/2016 Guarantee/Warranty Issues
4/4/2016 Problems with Product/Service
4/1/2016 Billing/Collection Issues
3/29/2016 Guarantee/Warranty Issues
3/29/2016 Problems with Product/Service
3/28/2016 Problems with Product/Service
3/28/2016 Advertising/Sales Issues
3/28/2016 Problems with Product/Service
3/23/2016 Advertising/Sales Issues
3/23/2016 Problems with Product/Service
3/21/2016 Guarantee/Warranty Issues
3/21/2016 Billing/Collection Issues
3/21/2016 Problems with Product/Service
3/17/2016 Guarantee/Warranty Issues
3/16/2016 Problems with Product/Service
3/15/2016 Problems with Product/Service
3/8/2016 Problems with Product/Service
3/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: No new content, no communication. Stealing money from customers without providing promised content. Company has repeatedly promised additional content only too not deliver too high paying customers. No updates or maintenance of the product.

Desired Settlement: I've spent roughly $2,500 on this game and would like to see it refunded as I've deleted the game and they've breached their own terms of service

Business Response: Initial Business Response /* (1000, 5, 2016/01/29) */ Greetings, In the near future Kabam will no longer be supporting the game Divine Might. We have been working with the current developers as well as the new owners and operators of the game to facilitate this transfer as well as answer all current and future support tickets and *** cases submitted. With this in mind we will not be able to give you a concrete resolution at this time, but rest assured that during this process we will be working very closely with the new owners to ensure your issues are handled accordingly. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2016/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The developer is not taking responsibility for the deceptive business practices they employ. The transfer of the game to another company should not excuse Kabam from the illegal actions taken. Final Business Response /* (4000, 9, 2016/02/23) */ Greetings, As of this response being sent Kabam no longer owns this property and as such will be unable to provide any support. Should you have any issues with the game or it's support please contact GFan: http://game.gfan.com/service_center.php Regards, Kabam Support

3/4/2016 Guarantee/Warranty Issues
3/4/2016 Problems with Product/Service
3/4/2016 Problems with Product/Service
3/4/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Unauthorized charges to my bank acct to this company I have attempted to contact and resolve this with Kabam via email and phone, they will not get back with me. I have several unauthorized charges to my bank acct between 11/19/15 and 12/3/15. I would like to resolve these charges.

Desired Settlement: resolution of these charges

Business Response: Initial Business Response /* (1000, 5, 2015/12/29) */ Greetings, Thank you for taking the time to submit this case to us. We understand that you have noticed charges on your account that you believe to be unauthorized. Our recommendation is to contact your credit card company to replace your card and to report the fraud. Thank you for your time and patience. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2016/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for responding to my request, this is far more timely and responsive than the Kabam support line. I've attempted several times to contact Kabam, they will not respond back to me, this seems to be their MO towards any consumer complaints. Their recommendation is unacceptable and more complicated than just contacting my credit card company, and I desire to speak with their billing dept. directly. Thanks Final Business Response /* (4000, 9, 2016/01/07) */ Greetings, Thank you for getting back to us on this matter. As this is an issue of possible credit card fraud we will be unable to do any investigation or refund of any money used to purchase items or currency within our game. For all credit card fraud it lies between yourself and your card issuer to work towards a resolution of the unauthorized charges. And if your credit card supplier requires our assistance for their own investigations they can contact our Payments Team or our Legal Department. Aside from suggesting you contact the company who issued this credit card to you there is nothing else that we can do in this matter. Regards, Kabam Support Final Consumer Response /* (4200, 17, 2016/02/04) */ Thank you again for working to resolve this between myself and Kabam. Unfortunately this does not resolve my complaint. I've attempted several times to contact this company directly and working through this issue and the specifics of is claim. I fee in this particular situation needs to be resolved directly with Kabam and I am having a hard time in understanding why they continue to push the responsibility towards the CC company. Thanks again and let me know if there is anything more I need to do in contacting this company.

3/4/2016 Billing/Collection Issues
3/4/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Lack of customer service, game glitches that gave players free items that I spent money to receive prior to glitches occurring that were not fixed. Over the last 6 months on the game hobbit kingdom of middle earth there have been multiple game glitches that effected items that I payed to receive prior to glitches. The first glitch was a glitch that allowed players to receive 10k Monday which in game equals 3100.00 for free. I myself had just spent thousands of dollars to acquire the items that were in those boxes from more expensive in game games. Support did absolutely nothing. To make up for the mistake except offering compensation packages to the entire game. Even the players who received the 10k free boxes. A few months later they ran an event that had boxes that were not supposed to included in the event. Players took advantage of this and once again level 8 sapphire gems that myself and others has just spent a lot of money on were giving away for next to nothing. Support was supposed to take them back but never did. Making the money I spent to gain an advantage null once again. I am extremely frustrated that a company doesn't take into account that they offer items at extremely high value and players like myself spend a lot of money for said items that are basically made worthless after a glitch and the customer support doesn't even make an attempt to listen or try to fix the issues.

Desired Settlement: I would like the last six month of my purchases refunded due the lack of resolution on Kabam's part. They let players cheat in game currency for months using 3rd party software while players like myself and others continued to spend thinking kabam was keeping up with policing their game on there end which wasn't the case they allowed it to go for almost a year until players got fed up with it. So many players have quit the game over all of their mishaps and lack of the way they have handled the issures that the game is basically dead well at least on my server there has been a mass of players who have quit over the last year. So instead of asking for my entire amount spent over the 3 years I've played/supported the game I am asking for the last 6 months since that is when all of these glitches have really caused a bad player experience

Business Response: Initial Business Response /* (1000, 5, 2016/01/12) */ Hello ******, Thank you for submitting this case to us! If we understand correctly, you have some concerns related to previous occurrences that may have affected the overall balance of the Hobbit: Kingdoms of Middle-earth, and we will be happy to address these matters. The integrity and the balance of our realms are very important to us, and rest assured that these are issues that we take very seriously. First, with regards to the Mighty Monday Mystery Chest Sage Tower Exchange issue which occurred in June of 2015, we would like to apologize for any inconvenience that this may have caused. We do realize that a discrepancy with the exchange event may have provided players with an opportunity to acquire these Mighty Monday chests at a rate much higher than what was intended, but please understand, however, that as our team was able to quickly identify and act on this matter, we do believe that we were able to minimize the effects of this issue. Due to the quick response of our players who reported this matter to us, and the quick action by our Game Team, we do believe that the issues that could have potentially created a long term imbalance were avoided! Next, with regards to your inquiry related to the Sapphire Gem VIIIs, we would to confirm that our team did perform the removal of these Gems soon after the issue with the item's drop rate was discovered. While we did perform the removal of these items in several different trials, we would like to assure you that this matter was ultimately resolved by September 22nd. Please understand, however, that due to the nature of the issue, we did choose to allow players to keep upwards of 2x Sapphire Gem VIIIs, as we did believe that this was the fairest accommodation for the players directly affected by this issue. We hope that this information has helped to bring some clarity to this matter. Finally, with regards to the your request for a refund of your purchases, we must inform you that we will be unable to honor this request as this action would be against our Terms of Service. You can can refer to section 7 for more details regarding Kabam's refund policy. https://www.kabam.com/corporate/terms-of-service. We thank you for your patience and understanding. Best regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, Firstly thank you for taking the time to respond. The sage tower glitch was a massive mistake and it wasn't handle the correct way. I had just spent a massive amount to get the level 9 gems that where at the time still rare. Then I wake up to the news that players in my ally were able to get the same gems through a glitch. Catching something and fixing it are two different things. Fixing it would have been either taking all the items back or making the trades available to everyone. Neither were done and was a slap in the face to myself and many other players who spent money to get the items. Next the lvl 8 gem premium glitch I know for a fact the gems were not removed. Players in my alliance got them and they were never taken back. People talk in game and on line and discuss these things. While they might have taken some back I can assure you that it wasnt everyone and nobody in my alliance had them removed. Once again catching something and correcting something are two different things. Yes they fixed the glitch but long after players were able to acquire another extremely expensive item than myself and others just got spending to acquire. I really am at a lost here. Do you as a company have no morals or even consider what it's like for us players/customers to be treated in this fashion. It's basically something is extremely valuable one day then a glitch happens and it's like oh well sorry but not really. To top all of this off the players that acquired these items got them for free! Do you not see how wrong that is? If they would have been taken back then yes I wouldn't even care because that would have made everything right or if every player would have gotten the same trades then same thing fair enough. But no the players who were awake were able to capitalize on the glitches. To add to my initial complaints. Kabam allows players to break TOS religiously. We sat and watched players for almost a year break TOS by using third party software to acquire in game currency using auto software. Now players are using another 3rd party software to basically do every function in the game including aquiring the same currency again that you all moved to allegedly was impossible to do. You know I'm not asking for much I'm basically asking for what I've spent back from the time these things effected my feelings towards the game. I've played supported this game for 3 years and have been a loyal customer. They way I have been treated over the last six months has absolutely unfair. I seriously don't understand how a company can treat their loyal customers who have spent and supported them since the start of a game in this manner Final Business Response /* (4000, 11, 2016/01/26) */ Hello ******, Thank you for the update! We realize how frustrating it may have been to have invested your time, money, and effort into acquiring these rare items, only for them to become more readily available due to unforeseen issues. In these specific instances, however, we do feel that the appropriate actions were taken by our Team in order to minimize the long term effects. Rest assured that we will be doing our best in order to prevent these types of issues from occurring in the future. In the meantime, however, while we do apologize as we will be unable to offer a restoration of your purchases as you have requested, as a special courtesy, we did provide your account with a package of items. We hope that you find these items helpful in your adventures. Best regards, Kabam Support Final Consumer Response /* (4200, 13, 2016/01/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Typical response. I'm guessing you didn't read those threads from your games forum. How we were lead to believe that the sage tower and gem glitches were still being looked into for months mind you. A few tokens in a game that has been ruined by inflation and rigged events doesn't make up for all let downs and items that I personally spent a great deal of money on to obtain only to see it given away through a glitch for nothing. Do you really not see things for your customers perspective? How would you yourself feel if this happened to you with anything? It wasn't a one time thing either. For a company that sells nothing but virtual items you'd think they take a bit more pride in them and actually take into account the customers aspect of the game.

3/4/2016 Problems with Product/Service
3/3/2016 Problems with Product/Service | Read Complaint Details
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Complaint: No exchange and no refund from kabam On the 23rd of December I have opened a ticket regarding a dire shield rune which I hit it accidentally due to their game issue ( the window where all runes appear is jumping ). Received a reply on the same day saying they cannot provide me ( revert ) the dire shield rune. I have replied on the 24th after reading the email sent by them realised this would be a negative answer anyway, they replied on the 25th with same story : "unfortunately they can't revert" and I replied back thanking them and wishing them Merry Christmas on the same day, tried to send them another email on the same day but the case was closed so I received an automated message saying the case has been closed and then I received an email asking me to send them feedback and that was all about 1st ticket. On the 28th of December I have opened 2nd ticket, now regarding same thing which happened again, I hit by accident another dire shield rune and I said well, this is their fault because the window is jumping, like a bug in game so that's not my fault. On the same day I receive an email saying same thing : "sorry but we can't help". Later on same day I replied asking for a supervisor to deal with my ticket, received another email on the 29th saying : "I understand, unfortunately the team is unable to revert it" but the customer service representative didn't even mention about me asking for a supervisor to deal with my ticket so he just dropped it so on the same day I reply asking again for a supervisor or I will take it further which the last resort is *** where I am now trying to get this sorted. However even asking 2nd time for a supervisor I still didn't get a satisfactory reply so the person who dealt with my ticket replies back on the same day ( 29 of December ) saying same thing : "unfortunately they can't revert it" again not even mentioning about the supervisor and he even told me the case is closed now so he let me know is no point to send another email to them anyway. I have asked for a refund as well but nothing about it to be mentioned in any of their emails nor about the supervisor or anything else I have mentioned to them in my emails. I would like you to ask them ( kabam ) on my behalf for a refund please because I kept trying and trying without any luck. Seems they just close whatever they want and don't deal with us, their customers. Please, I want my money back, asked before for this and I still got a negative reply. I'm asking again please do something. Thank you.

Desired Settlement: I would like to get fully refunded, all my money I have spent on this game ( The Hobbit Kingdoms of Middle-earth ). Thanks

Business Response: Initial Business Response /* (1000, 5, 2016/01/08) */ Hello ******, Thank you for submitting this case to us! If we understand correctly, you have some concerns related to previous tickets in which you reported the unintentional activation of your Dire Shield Runes. We are very sorry to hear that, but we will be happy to assist you with this issue. We certainly understand the value of these items, and we assure you that we share your concerns. First, we would like to offer our sincerest apologies if your experience with our Support Team was less than favorable. We have located the tickets that you have submitted, and rest assured that these cases are under review. Providing our players with exceptional service is a top priority for our team, and we do apologize if your experience was unsatisfactory. In the meantime, we do realize that these runes may have been activated due to circumstances that were out of your control. Due to this, we have gone ahead and restored these 2 Dire Shield Runes to your account, along with some Monday Marvel chests as an accommodation for your troubles. While we do apologize as we will be unable to offer a refund of your purchases, as this would go against our Terms of Service, we hope that you find these items helpful in your adventures! You may need to close and reopen the Application before you can view these items! Should you have any other questions or concerns, please feel free to contact us, and we will be glad to help! Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2016/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like to add that is against the law to hold customers money and by law every customer has the right to claim or ask for a refund if the company doesn't reply and don't sort out the issues in a manner time. As this happened to me many many many times I would like you to go ahead and issue that refund as that is my right and because your terms and conditions if you read them properly you will actually understand I have the right to get my money back, as a prof for all that happened to me I do have all tickets in my email and it would be really bad image for you, your company ( kabam ) to see how their customer service deals with their customers and to see how they hold onto our money. That is why kabam has sold the game to GAEA LTD to get rid of all these negative scores.I would like to add one more thing and this would be my last resort, if there wouldn't be a refund issued in my bank account I will be forced to put it out there on social media and I think your company's CEO wouldn't be so happy about it. Thanks Final Business Response /* (4000, 9, 2016/01/26) */ Hello ******, Thank you for the update! We certainly understand how frustrating these issues may have been for you, but please understand that as the restoration of purchases is against our Terms of Service, we regret to inform you that we will be unable to honor this request. You can can refer to section 7 for more details regarding Kabam's refund policy. https://www.kabam.com/corporate/terms-of-service We hope that you understand our position in this matter, and we hope that you have found our resolution in regards to the accidental activation of your Dire Runes satisfactory! Best regards, Kabam Support Final Consumer Response /* (4200, 11, 2016/01/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want my money back, I will keep fighting until you guys give my hard worked money back.

2/29/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Units disappeared from my app. Was given a garbage reason why and units were not returned. on Monday 1/18/16, I had units through this application, which work as the in game currency, disappear from the app. These units are purchased through the Google Play Store. I submitted a ticket to Kabam in effort to get these missing units returned to me. The response I got on more than one occasion claimed I did something that I did not do. Something that is not even a feature of the application as the reason for my loss. I then attempted to call the executive offices to complain, where I had no choice but to leave a message at an administrative desk. A message that has not received a response. Their reasoning to me is either a 'glitch' in the application they refuse to look into, or a blatant fabrication to essentially steal money from people.

Desired Settlement: At this point I would expect no less than what I asked for in my email originally sent to them, hopefully with an amount greater as a courtesy for the lousy customer service received

Business Response: Initial Business Response /* (1000, 5, 2016/01/22) */ Hello, Thank you for taking the time to submit this to case to us. We would like to apologize for any confusion that this matter may have caused, however, players are able to convert Units into resources for their Alliance which is what you did with those 231 Units on 1/18/2016, 2:45:42 PM. In order to convert Units to resources click on the Alliance button from the home page, click on the Treasury tab, and then click on either Loyalty Points or Gold. In your specific case you converted Units into Loyalty Points so I suggest clicking there, and from there you can choose to donate Loyalty Points at the top, or to convert Units at the bottom. To help provide some additional context though we do understand mistakes happen the Units that were donated to your Alliance were able to be used by your Alliance, and because the Alliance can use the resources that were donated, and that action is not reversible we are typically unable to return the spent Units to players accounts. With that being said we do understand mistakes happen and we would like to do our best to help you out in this situation, and have provided 231 Units to your account as a showing of good faith. I did want to mention that we will be unlikely to make such an accommodation moving forward so please do your best to be careful when in the donation screen. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2016/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) This entire response is making a drastically inaccurate assumption that I made a mistake. Instead of researching this and fixing an obvious glitch in your system it is easier to blame it on me, the consumer, which turn means that the same thing can happen all over again. Whether it happens to me or to someone else - this problem has not been fixed. Regardless of what you claim I did, the reality is that I was in the Crystal portion of the game opening Arena Crystals, and not in the Alliance section; where you claim I did this act. You have a problem with the game. Your response implies that you don't believe me and have no intentions of fixing the problem. Instead of making it right, you just want to shut me up. 'I did want to mention that we will be unlikely to make such an accommodation moving forward so please do your best to be careful when in the donation screen.' This statement clearly demonstrates my entire point. You are, in an indirect fashion are telling me that what I claimed did not happen. Which in effect is the same thing as calling me a liar. I do not accept this response of providing the bare minimum, adequate. I have had to spend way too much of my time on this problem for that to be your '...best to help you out in this situation.' As I mentioned originally when I contacted your tech support - I spend, for me, a lot of money on this game. It infuriates me that you would treat a situation such as this with such disregard over something that has absolutely no intrinsic value. Like it is some kind of actual inventory that you are losing money on. In reality it is just a series of code in a program. As such I think I am entitled to more than the bare minimum for my troubles, and at least some kind of surface reassurance that this will be looked into to prevent it from happening again, regardless if you care enough about your customers to actually look into it at all. I did neither what you say I did, nor anything wrong. I would like you to actually make this right rather than just enough to make me go away. Regards, **** ******* Final Business Response /* (4000, 9, 2016/02/11) */ Hello, Thank you for taking the time to submit this to case to us. We would like to once again apologize for any confusion that this matter may have caused. Judging from your previous explanation is likely that you accidentally donated the Units while in the Treasury screen, did not notice, and then went to your Vault to open Arena Crystals, and that was when you noticed the missing Units. With that being said even if this was not the case, and there was some other factor at play, your Alliance did benefit from the mistake, and we are typical unable to provide a restoration of donated Units in these circumstance as the transaction is not reversible. However, in this situation we did our best to assist you by providing the donated Units because we understand accidents happen, however, providing any additional Units for this matter is beyond the scope of what we can provide in this situation. We understand that this may not have been the exact response that you were hoping for and we would like to sincerely apologize for any disappointment that it may have caused as this was not our intention, but we hope that this information has been helpful regardless. Thanks again for taking the time out of you day to get in touch with us, and we hope that you have a great rest of your week. Regards, Kabam Support

2/29/2016 Billing/Collection Issues
2/29/2016 Problems with Product/Service
2/29/2016 Problems with Product/Service
2/26/2016 Problems with Product/Service
2/23/2016 Guarantee/Warranty Issues
2/19/2016 Problems with Product/Service
2/18/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: There is an active hacking community in the game Contest of Champions. It negatively affects legit players and Kabam seems uninterested in fixing it. There are countless posts about these hacks, even on Kabam's own forums. There is an easy resolution to the issue that has been suggested to Kabam many, many times. One Kabam representative on the forums described hacks as a lot of unnecessary work. That's ridiculous because keeping the game fair for their customers should be paramount. I have paid for crystals/units that others are getting for free and that's unfair, plain and simple. I won't a full refund of any and all money that I've spent on this game because the money was spent under the guise of a level playing field.

Desired Settlement: I want any and all money that I've given to Kabam, returned. If they want to shut down my account, after the refund, I'm fine with that. There's no way that they can justify allowing hacking to continue.

Business Response: Initial Business Response /* (1000, 5, 2016/02/01) */ Hello, Thank you for taking the time to submit this to case to us. We would like to apologize for any confusion that this matter may have caused, and would like to emphasize that we do not support, or encourage cheaters or hackers in any way, shape, or form. When it comes to players using outside programs or tools to obtain in-game currency, or using tools to manipulate gameplay we have very specific actions we take on how we go about investigating and taking action against the accounts. When we take corrective actions against these players, they may not be visible to you right away, however, we investigate suspicious activity each and every day. We understand that this can be very frustrating, especially when you do not know what specific actions we have taken, but especially in these types of situations, we have to protect the privacy and security of everyone involved, and due to this, we can not divulge the outcome of our investigations. However, please rest assured that we are aware of this situation and appropriate action has been taken and will continue to be taken against players cheating and hacking into the game, especially since using external programs and tools to enhance your game-play are explicitly against our Terms of Service. With that being said providing a refund for services rendered is beyond the scope of what we can provide in this situation. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support

2/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Kabam has provided no customer service at all with any of our complaints. I have opened numerous cases with them just to get no response. I've been playing this Apple iOS game called Divine Might, which is owned by Kabam. I've spent literally thousands of dollars in this game. The game itself has been neglected for over 6 months. There are a lot of broken content and bugs in the game that Kabam will not resolve. When we open a case, we get an auto response that says they will contact me in 24hours. We have not been getting any response from the company. We tried their forums and also their Facebook page. All being neglected. I am looking for a full refund of what I've spent in this game. I am fed up with this company and all the lies they spew.

Desired Settlement: I am looking for a full refund for all the money I've spent in this game.

Business Response: Initial Business Response /* (1000, 5, 2016/01/29) */ Greetings, In the near future Kabam will no longer be supporting the game Divine Might. We have been working with the current developers as well as the new owners and operators of the game to facilitate this transfer as well as answer all current and future support tickets and *** cases submitted. With this in mind we will not be able to give you a concrete resolution at this time, but rest assured that during this process we will be working very closely with the new owners to ensure your issues are handled accordingly. Regards, Kabam Support

2/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: online phone game with in app purchases that have no boundaries on spenditures. I've tried to get help on this for a refund on over 10k My credit card is linked to apple acct, my 8 years son plays these phone games. Was able to charge over 10k in purchases with out any red flags going up. And no one will help me on how to get a refund for this absurd unauthorized purchases. This has caused serious strain to my financial state

Desired Settlement: I just need a refund. I can't afford to pay these outstanding amounts of money of some child games

Business Response: Initial Business Response /* (1000, 5, 2016/01/27) */ Hello, Thank you for taking the time to submit this to case to us. From what we understand your son made charges on your account that you did not actually wish to make. Though we do empathize with your situation providing a refund for services rendered is beyond the scope of what we can provide in this situation. If charges were made to your account that you did not authorize we do suggest contacting your bank immediately, and we also suggest setting up your Google Play or Game Store account to require a password *** every in game purchase to avoid similar situations in the future. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support

2/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Banned from product with no explanation. No reply to 2 customer service tickets and several emails Ive spent over 10k USD on a Kabam game. On Jan 9th 2016 I was banned for 5 years with no explanation. I have never been banned before. Ive tried to email Kabam support as suggested through their own forums, and get no reply. Ive also been forced to create a new forum login to email support and be supplied with ticket numbers about my issue. Still weeks later, not a single reply. Kabam has effectively stolen my money as far as I am concerned.

Desired Settlement: Either a refund in whole as to whatwas soent as their is no reason that I have been removed from playing.

Business Response: Initial Business Response /* (1000, 5, 2016/01/27) */ Hello ****, Thank you for submitting this case to us. If we understand correctly, you have some concerns related to administrative action taken against your account, and we will be happy to assist you with this issue. We do apologize if there was a lack of transparency regarding your suspension, so we would like to take this moment to help clear things up! Upon investigating your account details, however, it does appear that the account associated with the e-mail address that you have inquired from is currently active and accessible. We have gone ahead and created a Support Ticket (XXXXXXXX) on your behalf so that we can discuss this issue with you in further detail! You should receive a response from our Support Team very soon! We thank you for your patience and understanding in this matter. Best regards, Kabam Support

2/12/2016 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Heroes of Camelot Grail Knights VIP system became inactive despite showing 62 days. On 01/19/2015, the Grail Knight VIP system as part of the Heroes of Camelot game became inactive despite showing 62 days remaining. A support ticket was entered (#XXXXXXXX) on that day describing the issue. After 4 communications with the assigned resolution specialist, the case was closed without resolution. The resolution specialist stated a that the GK was only good for 90 days based on a purchase on 10/4/2015 and expired on 01/04/2016. This information is incorrect based on first, the additional days earned from the GK gifts and summons awarded and second, the days remaining counter verified 62 days remaining. Through the exchange, it was requested repeatedly requested to have the issue escalated to someone who could assist further. At no time was this accomplished. The same message was repeated in three separate emails despite the request for an explanation to the issue, request to escalate and a more appropriate resolution presented. The final email stated the case was closed and no action would be taken. This is unacceptable as it represents a clear issue of fraud and misrepresentation of gameplay on the part of Kabam.

Desired Settlement: The GK level of 7 with 89.07% should be restored (in addition to the extra days and levels purchased since the incident occured). If this is not possible, then game gems equal to the GK level and percent to next level should be provided. In addition, Kabam and or the new organization Gaea should either fix the error that prevents additional GK days from being used or remove the GK additional days prize from GK gift, summon and guild raid functions.

Business Response: Initial Business Response /* (1000, 5, 2016/01/26) */ Greetings, Thank you for contacting us today. Based on your email, it seems you experienced an issue with your Grail Knight subscription expiring 62 days prior to the set expiration date. On contact with our support team, we were unable to verify this loss and were unable to provide a restoration as a result. Please accept our sincere apologies for any frustration this has caused and we would be happy to investigate this issue further. After reviewing your previous case and your account purchase history, we were able to verify a 3-month subscription purchase which has since expired not counting any bonus subscription days. Taking into account these bonus days, we were able to verify the loss of approximately 2-months worth of subscription time including any devotion accrued. Please accept our sincere apologies for this and that we were unable to address this issue in a timely manner. Unfortunately, we cannot directly grant subscription time or devotion to any account; with that said, 1500 gems have now been granted to your account to aid in purchasing new subscription time and any game or devotion specific items needed to regain Grail Knight level 7. Thank you very much for your patience and understanding and we do hope these Gems aid in restoring your previous Grail Knight feature progress. If you have any questions or concerns regarding this matter, please let us know and we will do our best to answer those for you as soon as possible. Otherwise, have a wonderful rest of your day. Thank you for playing Heroes of Camelot! Regards Kabam Support

2/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Pop-up advertisement appeared while I was the midst of another action and I inadvertently clicked on pop-up and was charged 400 units. Sun XXXX-XX-XX X:XX PM Your question has been received. You should expect a response from us within one business day. ******************************** On 8pm EST, Sunday, a pop-up advertisement appeared several times in a row unexpectedly as I was in the midst of another action. Inadvertently, I clicked on the pop-up and it immediately charged me 400 units for an item I did not wish. Normally, one would have to make deliberate actions to do to a virtual store and select the item in question. As this was not the case and because these pop-ups are are designed to surprise the user and takes advantage of actions the user is in the midst of. This is unethical behaviour. The only recourse a user has to speak with customer service, which I did over the course of 4 days. Customer service offered to "relayed your feedback to the game team, to add a confirmation button to these pop-ups so that this does not happen again with any of our players." Since this confirmation already exists in-game for other actions not involving in-game currency which reflect real currency or money, why doesn't this confirmation exist already? I have requested the immediate reimbursement of the 400 units. I also hope the *** can look into this practice by this company and help prevent other people from suffering from the same situations. The company should change their pop-up advertisement behaviour which resembles that found on the internet by malicious websites that promote malware, viruses and nudity. It's unethical.

Desired Settlement: I have requested the immediate reimbursement of the 400 units. I also hope the *** can look into this practice by this company and help prevent other people from suffering from the same situations. The company should change their pop-up advertisement behaviour which resembles that found on the internet by malicious websites that promote malware, viruses and nudity. It's unethical.

Business Response: Initial Business Response /* (1000, 5, 2016/01/22) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any frustration that this matter has caused. To help provide some additional context though we do understand mistakes happen the Crystal you purchased was used. If the Crystal still remained opened on your account we would have been able to reverse the transaction, however, in this case since the Crystal was opened reversing the transaction is no longer possible. In the future we suggest not opening the Crystal or using the item you accidentally purchased as this allows for us to properly resolve your concern. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2016/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Kabam had multiple offers to exchange the product - crystal in question - and refused outright. I have enclosed the emails for evidence. Furthermore, as further crystals are obtained, it is impossible to open them individually - one has to open them as a group. Moreover, this is exactly the action that Kabam said they could not do initially. Thus, Kabam is contradicting what they are capable of doing and blaming the customer for their fraudulent and deceptive business practices. Hello *****, I appreciate your message. In your email you have continuously refer to units as "the items that are allocated to a players account". This is erroneous and misleading. Units are known as in-game currency and reflect real-life currency, ie dollars. I am asking for the currency to be returned and reimbursed. You may take back item I did not intend to buy with this currency. As I have stated, your pop-up advertisement is designed to surprise the user and takes advantage of actions the user is in the midst of. Thus, this action on your part is unethical and deceitful. I would agree with your stance, if I had gone to your store, selected the item I wished to purchase and make the intentional selection myself. However, I did not. I was in the middle of another action and your pop-up took advantage of this. This is the fourth email I have sent you and have taken considerable time to explain my situation. I appreciate you forwarding a message to the developers regarding a warning and confirmation screen. As this confirmation screen already exists in multiple parts of your game - why is it not present already? One can only assume that this is because your company you represent has no financial interest to do so and is profiting from this unethical and deceitful behaviour. *****, as the customer representative, the only recourse one has is to appeal to you. In my prior experience with your support and helping to isolate a bug in-game, I had nothing to suggest that support would be unwilling to handle satisfactorily an issue with money or in-game currency. Obviously, this isn't the case now that this issue involves money. I have been involved with the development of games myself prior to my current career, some of which you may recognize by the names of Homeworld 2 and Counterstrike. I realize support and development is difficult and I appreciate your side of the situation. Since you are unwilling or unable to do so, I am forwarding these emails to the Better Business Bureau and reporting your company for unethical behaviour. Thank you for your consideration. Sincerely, ******** ***** From: *******@salesforce.com <*******@salesforce.com> on behalf of Kabam Support <*************@kabam.com> Sent: January 20, XXXX XX:XX PM To: ***********@hotmail.com Subject: Misclick - used units for 3star crystal ref:_*************************** Hello Again, Thank you for following up with me again. I can certainly relate to your frustrations regarding this accidental purchase that you have made.Please understand that we at the support team will not be able to retrieve the items that are allocated to a players account and as discussed in the previous I have relayed your feedback to the game team, to add a confirmation button to these pop-ups so that this does not happen again with any of our players.I assure you that your business and satisfaction with our games are both important to us and apologize that we were unable to reach a solution that you find acceptable. Please know that we always try to be very fair in everything that we do and providing anything extra, in this case, would go beyond that. The support request will now be closed. Should anything else come up please feel free to open up another ticket. Regards, ***** Kabam Support Hi *****, Thank you for your consideration and I appreciate your thoughtful gesture. I reckon I haven't explained my side clearly. Your pop-up advertisements are coming up at inopportune times without warning, and without a confirmation note, such that already exists in the game, your game is using up in-game currency which has a monetary value. The item in question has not been used, and is still present. Could you not remove it and credit me the units used? In any store or purchase situation, a reasonable return policy would be expected. A support ticket was placed immediately at the time and the items obtained were never used. Surely, this is acting in good faith? When you wrote, "Please understand that the requested items are of high value and allocating them to any players account would not be fairer to all the other players across the Globe." I do not understand how this pertains to the issue at hand. I am asking you to remove the 3 Star Crystal from my inventory and credit the 400 units. If this really cannot be done, could some portion of the units be credited and/or the carbonadium core (for which I had been saving for) be credited instead? Thank you for your patience and looking into my situation. I understand you must have many requests like this daily. Sincerely, *** From: *******@salesforce.com <*******@salesforce.com> on behalf of Kabam Support <*************@kabam.com> Sent: January 19, XXXX XX:XX AM To: ***********@hotmail.com Subject: Misclick - used units for 3star crystal ref:_*************************** Hi Again! Thank you for getting back to me. I can certainly understand the frustration that you are experiencing in this issue. I'm really sorry this happened to you.I have relayed your feedback to the game team regarding adding a confirmation add-on to this pop up.Please understand that we at the Support team have a strict guidelines regarding the allocation that can be provided to our players. With that being said, I would like to inform you that we will not be able to recover any changes that are committed from the Players side.Please understand that the requested items are of high value and allocating them to any players account would not be fairer to all the other players across the Globe.We always try not to interfere in the general game play to maintain the fairness in the Game. I understand that this does not address your issue directly,Though I am unable to make any retroactive changes to the game, I can empathize with your situation and do want to help as much as possible.For that reason, please find that I have gone ahead to grant the following to your inventory as a special courtesy to you: - 3 Arena crystals. Thank you for your understanding in this matter. Should you have any further questions, please feel free to write back to us and we will be more than happy to assist you. Regards, ***** Kabam Support Hi *****, Thank you for your response. I feel that this response is unacceptable as this is a purchase caused by an error due to your mechanism in-game, a pop-up advertisement without warning designed to cause the user to click on it. This is no different from the malware advertisement pop-ups on the internet such as fake news websites and internet *********** websites. Surely, this isn't the type of ethical behaviour your company, Kabam, condones? This is a purchase worth $17.50 which is half of your $35.00 bundle for 850 units. In any situation where a monetary transaction occurs or an equivalent, there is an option to cancel. Due to your pop-up advertisement which I never requested, at a time most likely strategically determined to interfere with my normal actions, this error occurred. Surely you can reverse the issue and / or credit my account with the 400 units in question? I appreciate your collaboration and assistance. Thank you. Sincerely, ******** From: *******@salesforce.com <*******@salesforce.com> on behalf of Kabam Support <*************@kabam.com> Sent: January 18, XXXX X:XX PM To: ***********@hotmail.com Subject: Misclick - used units for 3star crystal ******************************** Hello there, Thank you for contacting Kabam Support my name is ***** and I will assisting you today. I understand that you accidentally bought 3-star crystal package for 400 units on 18/01/2016, 06:25:16( in game time) . I am really sorry that this happened to you. Please understand that we at the support team do not have an option to undo the actions that are performed from the player's end. I regret to inform you that we will not be able to retrieve the units back to your account. On that note, I would like to inform you that I have relayed your concern to the game team and requested them to add a confirmation button on in this page so that this does not happen again to any other player in the Game.I apologize for any inconvenience and frustration that this issue might have caused to you. Thank you for your understanding i Final Business Response /* (4000, 9, 2016/02/01) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for how your previous correspondences were addressed as your previous agent should have reversed the transaction if the Crystal was still present in your inventory, and we also wanted to let you know that we will be reaching out to the agent to ensure that this does not occur again. We did also want to mention that players do have the option of opening Crystals one at a time, and are not forced into opening them all at once, however, this process does take additional time, and we completely understand in this instance why you would not have chosen to do so. On that note we have provided the 400 Units to your account with an additional 200 as a showing of good faith for your previous correspondences. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Final Consumer Response /* (2000, 11, 2016/02/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your understanding of the situation.

2/10/2016 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Marvel Contest of Champions - Units reimbursement for an application issue that was acknowledge, sent to a developer. But no resolution provided to me On 1/17/2016 I went to donate gold to my alliance treasury. A window with 2 boxes, both of which are exactly the same and very close to each other, popped up. I click on what i thought was the gold donation box, like normal, manually typed in the amount of gold that I wanted to donate (22,700) and hit ok. No warnings or notifications were presented. Nothing to alert me that anything went wrong. A minute or two later I noticed that all my units disappeared (870 Total). Even though i typed 22,700 and did not have that many units, it immediately defaulted to all units in my bank and converted them to gold (52,200). Which is not what i wanted and it disregarded what I typed. I assume I had keyed in the donation in the wrong box, which was only possible because I actually bought a unit pack from Kabam for the gifting badge. It came with a conversion badge that I neither needed nor wanted and couldn't disable. I am aware that many other people have made this same mistake because Kabam's donation design is poor and setup to trap people's units who have the conversion badge. The input boxes appear together and look exactly alike. A smarter design would be to have only the gold input box and if people want to donate more gold than they have, then a second box would ask if the customer would like to convert units to gold. Or a simple notification/double check confirming that you are about to spend units, similar to what they have in other areas of the game. What is even more painful is that i had more than enough gold to cover the donation. I did not want units used, I had been saving them for a long time for a bigger purchase. I asked Kabam politely and repeatedly to reverse the transaction and return my 870 units to me because the poor design makes it easy to make this error and it would only be a few key strokes for them to correct. I even offered to have them take the equivalent amount of gold out of my account so i was simply made whole not ahead in any way. I was told that it would be impossible (Which I doubt) and then they stopped all communication. The units represent real money, and hours upon hours of hard work. Their refusal to return them is equivalent to keeping my money from an un-authorized transaction.

Desired Settlement: To reverse the transaction and return 870 units/in-game currency to my MCoC gaming account

Business Response: Initial Business Response /* (1000, 6, 2016/01/22) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any frustration that this matter has caused. To help provide some additional context though we do understand mistakes happen the Units that were donated to your Alliance were able to be used by your Alliance, and because the Alliance can use the resources that were donated, and that action is not reversible we are typically unable to return the spent Units to players accounts. With that being said we do understand mistakes happen and we would like to do our best to help you out in this situation, and have provided 870 Units to your account as a showing of good faith. I did want to mention that we will be unlikely to make such an accommodation moving forward so please do your best to be careful when in the donation screen. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (2000, 8, 2016/02/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate Kabam making right and returning the units. They have also since updated the game to prevent this issue from happening again to myself or others. It was disappointing at how many rounds of customer support I went through without resolution. No one was willing listen or help until opening this case. Regardless, I did receive the outcome I was desiring. This matter may be closed.

2/9/2016 Problems with Product/Service | Read Complaint Details
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Complaint: They caused a use of in game rubies (bought with real $) & refuse restoration In game I was utilizing in game earned food when the UI changed and in place of the already earned Kabam placed a rubie cost food purchase. You purchase rubies with real money. They do not ask to confirm the purchase they just remove the rubies from your account at that touch. I requested a refund and they refused. I explained to them that they change the UI and when someone is clicking on the same thing is series, that they should have a confirmation or provide a refund and they refuse. They STOLE the value of the rubies with their user interface practice. This is a common ********* by users in the game.

Desired Settlement: I want my rubies back that they stole.

Business Response: Initial Business Response /* (1000, 5, 2016/02/03) */ Greetings, Thank you for writing in and I hope that you are doing well today. We are very sorry to hear you are experiencing difficulties with a recently purchased food package. We certainly understand how this could be frustrating and would be happy to help to our fullest extent. To provide a bit of context, the resource list is intended to be intuitive placing the most relevant items at the top of list whenever attempting to upgrade a building. This is dynamic meaning it will change over time as the amount of food required changes with each item use. This said, we are aware of concerns such as the one you brought up and are investigating methods of improving this system to better help players such as yourself. With this in mind, we've now allocated 100 Rubies to your account in recognition of your purchase. You may need to refresh your app to see this change take place. For future concerns, be sure to keep the accidental purchase item in your inventory awaiting use so our support team can remove it and restore any Rubies spent. Thank you very much for your understanding and patience. If you have any questions or concerns regarding this matter, please let me know and I will do my best to answer those for you as soon as possible. Otherwise, have a wonderful rest of your day. Thank you for playing Marvel: Contest of Champions! If you have any questions or concerns regarding this matter, please let us know and we will do our best to answer those for you as soon as possible. Otherwise, have a wonderful rest of your day. Thank you for playing Heirs of the Dragon! Regards, Kabam Support Initial Consumer Rebuttal /* (2000, 7, 2016/02/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Kabam finally lived up to the issue I brought to the attention through multiple emails. Even then they tell me not to use food within the game when the troops in the game eat said food immediately which is why I would never purchase the food intentionally. Apparently Kabam will only respond if you go to the *** which is sad.

2/9/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Unauthorized payment and unable to contact company This company charged checking account $74.99. I didn't purchase anything from them therefore I do not have a receipt number. I always use PayPal to make purchases and they don't even have anything on file from this company. This transaction posted to my account on 01/18/16

Desired Settlement: Immediate refund

Business Response: Initial Business Response /* (1000, 5, 2016/01/19) */ Greetings, Thank you for taking the time to submit this case to us. We understand that you have noticed charges on your account that you believe to be unauthorized. Our recommendation is to contact your credit card company to replace your card and to report the fraud. Thank you for your time and patience. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2016/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like a full refund. I don't believe they are in authorized I know they are. I have never downloaded anything from this company Final Business Response /* (4000, 9, 2016/01/26) */ Greetings, We understand from your reply as well as your primary case created on this matter that you did not authorize the charges that were made on your credit card. However when it comes to these types of issues being investigated and acted upon they are a conversation and action for you to have with whatever company or bank that issued the credit card to you. We will be unable to make any investigations into the purchases or any refunds of the charges. Your card issuer is well within their right and power to look into the charges, make the necessary charge backs to our company and recoup any of the transactions made to your card. Sincerely, Kabam Support

2/8/2016 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: 5 star champions were advertised in a fraudulent manner. Did not receive rewards on numerous occasions. Time/money invested for little return value. Hello. I will start by saying I am very unhappy with the business practice of Kabam Inc. I understand they need to make money, but this game has become less about fun and more about squeezing money out of players/customers. Most changes made to the game are for the benefit of the company making money and not for the players. One example of this, in which I am extremely disappointed, is the release of 5 star champions. They were hyped up to be great and powerful, something a player would be lucky and proud to obtain. Upon release in October of 2015, nearly three months ago, it was stated by Kabam that these champions would be able to be used throughout the game including arenas. The arena implementation was to begin a couple weeks after they were released, and as of today this has never happened. I believe this to be an exclamation of fraud, a bait and switch tactic to lure players to be eager to obtain these 5 star champions. I was one unlucky fool who fell for this trick and went all out to obtain a 5 star champion. These characters can only be purchased through collecting crystal shards, and to acquire enough shards I sold several valuable 4 star champions to retrieve the 10,000 shards needed for one 5 star champion. Over the course of the last three months I have acquired three 5 star characters, and I am very disappointed. I still cannot use them in the arena as promised, and they are not as powerful as they were advertised to be. I don't know if this was a grand money making scheme, but I feel ripped off. I invested a lot of time, money, and effort to acquire the champions I had and traded them for these new 5 star champions that are almost completely useless. In fact I would like to list exactly what my roster of 4 star champions would be today if I had not fallen for this trick, because I want Kabam to know how much I sacrificed for nothing. Here is what I lost, try to calculate exactly how devastating this is to a daily loyal player, and I know Kabam can verify this in their game logs. 4 star champions I would have as of now: Wolverine awakened at level 20 rank 3/30 Storm awakened at level 1 rank 3/30 Colossus awakened at level 20 rank 3/30 Cyclops basic champion (Realm of Legends) rank 4/40 Winter Soldier awakened at level 20 rank 3/30 Black Panther awakened at level 40 rank 3/30 Black Widow awakened at level 40 rank 3/30 Daredevil awakened at level 80 rank 4/40 Spiderman awakened at level 80 rank 3/30 Captain America unawakened basic champ rank 3/30 Rhino unakened (Realm of Legends) rank 3/30 Captain America WW2 awakened at level 20 rank 3/30 Ant-Man awakened at level 20 rank 3/30 Yellowjacket awakened at level 20 rank 4/40 Electro awakened at level 41 rank 4/40 Hulk awakened at level 20 rank 3/30 Magik awakened at level 21 rank 3/30 Iron fist awakened at level 60 rank 4/40 Juggernaut awakened at level 99 rank 3/30 Dr Strange awakened at level 20 rank 4/40 Ronan basic champ (Realm of Legends) rank 4/40 Thor awakened at level 1 rank 3/30 Gamora awakened at level 40 rank 3/30 Drax awakened at level 41 rank 3/30 Superior Iron Man unawakened basic champ rank 3/30 Captain Marvel awakened at level 99 rank 4/40 Ms Marvel awakened at level 80 rank 3/30 Iron Man awakened at level 60 rank 3/30 Hulkbuster awakened at level 40 rank 3/30 Iron patriot awakened at level 20 rank 3/30 Starlord awakened at level 20 rank 3/30 Rocket Racoon awakened at level 99 rank 3/30 Ultron unawakened basic champ rank 4/40 This is the complete list of 4 star champions I have lost. Every "awakened" champion is a duplicate of a champion I already had. Each duplicate adds 20 to the level of that champion, so many of these characters I had acquired multiple times. If you do that math this is nearly 100 characters in the course of only a year for only 3 useless Champions. This is a lot of time and money gone and I am very angry. If I hadn't invested so much I would have quit this game.

Desired Settlement: These wasn't even enough room for me to list my entire ********* above. I am greatly unsatisfied with the falsely advertised 5 star champions. I am not even allowed to choose the ones I want, they are practically useless, and cannot be used for arena battles as was falsely claimed by Kabam. I expect a resolution to this, or I will take further action. This is a big loss to myself, and I don't appreciate a multi million dollar company to be so deceptive. I will quit the game and you will never hear from me again if you choose to give me a complete and total refund. If that is not an option, I would like my account restored to regain some of my loss. Not only did I sacrifice nearly 100 characters, but many tier 4 catalysts, alpha catalysts, gold, ISO, and units. The return I have gqined versus the investment I put in is pathetic. Not to mention the hours upon hours spent playing to achieve prizes, characters, and rare catalysts. I cannot enjoy the game as it is right now, this is a huge disappointment. Three characters I can barely use vs the loss of nearly 100, again...do the math. I feel robbed and received and if this issue is not met with reasonable compromise, I will continue to contact other agencies to dispute the fraud of Kabam against its players. This is a great game, your developers are amazing, but your corporate decisions only seem to point to one idea...greed. Again, and I repeat, these are your choices Kabam. A full refund, restore my account, or at least compensation for my loss in some way. You can have your useless 5 star champions back. I do not want a generic response stating this is beyond the scope of what you can provide, I expect your management to treat me with respect and have some integrity.

Business Response: Initial Business Response /* (1000, 6, 2016/01/08) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any frustration regarding how 5 Star Champions were released as this was certainly not intended. 5 Star Champions are very strong, and as the game progresses will become even stronger, and initially we had planned on releasing the Champions in Arenas after a few weeks of release. However, after reviewing the community feedback it was evident that the vast majority of the community were concerned with their introduction to Arenas so soon. Due to this we decided that it would be best to wait a few months before releasing the 5 Star Champions in the Arenas to give players ample opportunity to achieve them. With that being said the Champions were still strong and useful to early adopters as they could be used in any new Event Quests, and Alliance Quests. As for the sell of your Champions, though we are sorry to hear that the decision you made to sell the Champions did not pan out exactly as you were hoping for this was ultimately a decision that you as a player made. We added 5 Star Shards to the items players would receive for selling their 4 Star Champions, but we did not intend for players to sell their 4 Star Champions as the main way to achieve 5 Star Shards. We wanted it to be an option for players that had an excess of 4 Star Champions that they were not using, or if they needed a bit extra to make that final push, but overall it is significantly more beneficial to receive the Shards from various events, or by duplicating Champions rather than selling them. With that being said the strategies players decide to implement in the Contest are ultimately up to them to make, and as such providing any compensation for a decision even if it did not pan out is beyond the scope of what we can provide in this situation. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 8, 2016/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have invested too much into this game to be provided with false information. There was never a statement made that 5 star champions would be delayed in use for arenas longer than a couple weeks. You just now informed me of this. I made a decision based on the information that was originally provided. I find it poor customer service to not allow exchange or refund as most businesses offer if a product is defective or the customer is not satisfied. I feel you could do something to alleviate this issue, but you choose not to. I lost a lot and you gained a lot from me. My current gameplay is drastically affected in a negative way. I cannot play as I was once able to. I lost good champions, rare champions I worked hard to get including the Realm of Legends champions that I can never get again. I spent a lot of time ranking and upgrading these champions to be competitive in the game. I chose to sell them believing the 5 star champions would have more value, but I feel I was scammed. I get it, you don't want to budge and I don't want to lose, so there must be a way we can reasonably solve this issue and both be happy. Consider all I have invested, look into my account and you can see it for yourself. I should not be in a position of which I am crippled within the game. I should have a lot more to show for my time and investment. I believe you were not straightforward with your explanation of the value and usability of 5 star champions. Maybe they were introduced too soon, or maybe there should have been a better way to acquire them. I just want what I deserve in this situation, at least a fair compromise. It would be better if I could have even chosen the 5 stars I wanted, not just received random champions.You would think that as hard as it is to get these champions we players would have some choice in the matter. I would have liked Ronan, because I am now without my 4 star Ronan I worked hard to win in the Realm of Legends. With only 12 champions available my odds were 25% and of course I lost the gamble. You are a big successful company making millions of dollars and I am just one person who wants to enjoy what I put into your game. Please consider doing the right thing. Final Business Response /* (4000, 10, 2016/01/22) */ Hello, Thank you for taking the time to submit this to case to us. We would like to once again apologize for any frustration that this matter may have caused you, however, we did not announce a set date on when 5 Star Champions would be usable in the Arenas, in fact we responded to the following question on the announcement thread "So there will be arenas held for them soon?" with "There are currently no plans to run Arenas for 5-Star Champions.". The context provided in the previous response was to help you understand the decisions we made, but as mentioned previously providing any form of compensation for an intended decision to sell your 4 Star Champions is beyond the scope of what we can provide. For additional context we have provided the link to the forum post and response below this email. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support http://community.kabam.com/forums/showthread.php?XXXXXX-X-Star-Champions/page2

2/8/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Purchased credits were unknowingly transferred to a 3rd party and have not been returned as of this date. On or about 12/25/2015 I purchased $175 worth of in game "units" for play and purchase. On or about 12/30/2015 I noticed 5000 units (the total purchased) were missing. I contacted support and was after a day or so was responded to by ******* ref:_***********************:ref . ******* began looking into this issue. After about 2 days, he replied stating i had "donated" these and they could not refund them. There was a bit of bac and forth in conversation (which i can supply) during which i explained that: 1) i had not intentionally or through any plan, donated any amount of units (which are in fact cash) to anyone 2) The person or group that received the processed has agreed to relinquish these funds That being said, ******* is no longer responding to my emails. I am out $175 in US currency and Kabam is not even offering to mitigate my loss in any meaningful way. ****** in the emails stated they uinderstand that unintentional donations occur often. Knowing this, they don't have any way to stop it, correct it or adequately compensate someone who is a victim of this game flaw. I have spent actual money on and in this game, I am not searching for a refund, simply a restoration of what I purchased so that I can be made somewhat whole. This is taking up a ridiculous amount of time for what could be restored and cost the game (as an institution) nothing. Were these earned "units" that would be one thing, but these are in fact cash converted to units via a purchase. I believe as such I am entitled to some recompense.

Desired Settlement: I have spent money on and in this game, I am not searching for a refund, simply a restoration of what I purchased so that I can be made somewhat whole. This is taking up a ridiculous amount of time for what could easily be restored and cost the game (as an institution) nothing. Were these earned "units" that would be one thing, but these are in fact cash converted to units via a purchase. I believe as such I am entitled to some recompense.

Business Response: Initial Business Response /* (1000, 5, 2016/01/08) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any frustration that this matter has caused. To help provide some additional context though we do understand mistakes happen the Units that were donated to your Alliance were able to be used by your Alliance, and because the Alliance can use the resources that were donated, and that action is not reversible we are typically unable to return the spent Units to players accounts. With that being said we do understand mistakes happen and we would like to do our best to help you out in this situation, and have provided 2,500 Units to your account as a showing of good faith. I did want to mention that we will be unlikely to make such an accommodation moving forward so please do your best to be careful when in the donation screen. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) To begin with - Thank you for taking my ********* seriously and for being both reasonable and considerate in your response. Customer service is a rough business to be in but (as we all know) the customer is the life blood in almost every industry. In reading your reply I attempted to put myself in your position and I understand why your response was what it was in this case. That being said, I disagree with your decision (in part not in whole) and here is why. Let's put aside the how and why of this issue for a moment. One of my issues throughout this was that I was not given a fair response from your CS team. Fairly quickly, I requested this be escalated (as I was unhappy with the response I received) and after being told that they could not do that they unceremoniously closed the ticket blocking communication. I would have had to start the process again and from a time standpoint, taking yet another 5-7 days to get any meaningful response was untenable to me. I think my position and requested resolution is fair and is one which does not burden your company financially. I simply want to be made whole. I have enjoyed and supported the game from the beginning and I also (as a show of good faith) have purchased additional units recently (which I did not need yet) and will continue to do so to help improve my overall experience. I am asking that you reconsider your decision and allow me to recoup my whole financial loss. I understand your position on future issue and agree in substance going forward. Final Business Response /* (4000, 9, 2016/01/22) */ Hello, Thank you for taking the time to get back to us. As mentioned previously providing a return of Units in this situation is typically beyond the scope of what we can provide, but we decided to make an exception and provide a partial return through this correspondence. When you originally contacted us a supervisor was contacted per your request, however, the conversation did not change the decision made on your account. After we notified you of our policy regarding this instance multiple times the correspondence was closed due to the fact we felt that we had addressed your concerns to the best of our ability per our policy. The 2,500 Units is much more than we would typically provide in this situation, but we have gone ahead and provided an additional 1,000 Units to your account for this matter, however, we did want to let you know that this is the maximum amount of Units we will be able to provide for this situation. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support

2/8/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: Larceny, Incompetent Customer Service, Disrespect, player discrimination, Inability to solve problems, avoiding problems. Ignorance. This text box only allows a 4000 character limit. I wouldn't even be able to accomplish 1/4 of my complaint due to the limit. My Complaint needs to be read, and i ask that the BBB reads the document below. It would be missing many critical points if i had to limit it to 4000 characters. Kabam is an awful company that treats its players with absolutely no respect. Please refer to the document in the link below. It is 9 pages long. *********************

Desired Settlement: Part 1. Well , I would like Kabam to make a bigger emphasis on catching cheaters, more queries, more flags, better tools.- This is needed for the game. Protect what little integrity Hobbit Kom still has left, because cheaters are growing and growing, players see Kabam do not ban cheaters, very little at that fact and they end up buying cheating programs. Hire a darn security specialist because the ones you have are awful! I am tired of hearing the excuse that they need to make more mindless clicking interactions that encourage cheating. If only they acted on their words this would make sense, but they have been saying this for almost a year. Part 2. I want a check mailed to me with half the money I have spent since february on this game. I do not want in game currency refund. Let's say you give me back some ingame currency, what good will that do? I will use it, and once again it will lose its value. I do not want a refund to my itunes account. I want a signed check by Kabam mailed to my address with half the money I invested into this game since february refunded. Almost every dollar i have spent in this game has been robbed, and i know better than most how it was robbed because i see how the game is operated. It's time the BBB sends someone to investigate Kabam. If i get a refund to my itunes account, what will I use that money on? Probably invest into Kabam again because i do not play any other games, and i do not plan to play any other games due to how awful of mobile gaming experience kabam has given me over the past three years. This is why I want a signed check mailed to me. This issue once again, is not just about this tournament, its about the overall game play, its about every tournament, every server, every dollar spent, every exploit, and kabam's incompetence. I am getting tired of seeing every dollar i spend on this game go to waste. When will i get a return on my investment? I do have it worse than most, because I play on one of the biggest cheating servers in hobbit, maybe 5 big proxy players have been banned already, but banning them does not satisfy me nor my server, because they cheated enough to ruin gameplay for others. They cheated enough to make my investments worthless. They cheated enough to make my hobbit experience awful. The glitch's, the cheating, the awful customer service, the awful care of this game it just all add's up. I would like to thank you for taking your time in reading this very long message. I hope I will not receive a general copy and paste protocol message; I would like to receive a real reply for once, or this will just piss me off even more. I am a calm person, i know how kabam operates, I help kabam in anyway i can to crack down cheaters, but that does not mean i should be shown favoritism because of that, but it also does not mean i deserve to be treated like a pile of trash. Most players are not aware of how bad things are really in the game, whether it comes to cheating or simply the games operations. If i showed players how bad people cheat in this game or how kabam operates, most would just give up, and you know some days I want to do that, because people should be aware of how kabam simply does not care about its players.

Business Response: Initial Business Response /* (1000, 6, 2015/12/26) */ Greetings*****, Thank you for submitting this case to us! We understand that you have some concerns related to cheating within the Hobbit: Kingdoms of Middle-earth, and we will be happy to address this matter. We certainly understand the importance of maintaining the integrity of our realms, and we assure you that this is a top priority for our team. While we do apologize as we cannot go into the specifics of our anti-cheating measures due to security reasons, please understand that our team actively works to prevent this type of activity within the game. We realize the negative impact that cheating can have on our community, and as the exploitation of game mechanics and the use of third party programs are strictly prohibited by our Terms of Service, these are issues that we take very seriously. We assure you that are very active in enforcing our Terms of Service and continue to act against violators by issuing player suspensions and account bans. We hope that this information helps to bring some clarity to this matter. Finally, with regards to your request for a refund of your pruchases, we must inform you, however, that we will be unable to honor this request as this action would be against our Terms of Service. You can can refer to section 7 for more details regarding Kabam's refund policy. ************************************************. We thank you for your patience and understanding! Best regards, Kabam Support Initial Consumer Rebuttal /* (3000, 8, 2016/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) First all, I hope you enjoyed your holidays. Secondly, I would like to express how completely disrespected I feel with your response. In ways I am disgusted as well. Your Statement: "While we do apologize as we cannot go into the specifics of our anti-cheating measures due to security reasons, please understand that our team actively works to prevent this type of activity within the game. We realize the negative impact that cheating can have on our community, and as the exploitation of game mechanics and the use of third party programs are strictly prohibited by our Terms of Service, these are issues that we take very seriously. We assure you that are very active in enforcing our Terms of Service and continue to act against violators by issuing player suspensions and account bans. We hope that this information helps to bring some clarity to this matter." This is a laughing stock. You may not be able to mention it publicly on the BBB, but like I said I volunteer and work with your team. I have shown loopholes in the security system in which I worked with dev team to try and correct. Your hobbit team has countlessly told us that they have no way of tracking automation and third party tools. You guys cannot even track emulators correctly. You have no way to track third party unless it is third party currency transactions. How would you feel if a program currently that is currently being shared around on chats which allows players log on any users account free of will, released to the public. It can be done, lots of players are using it now. You say you actively pursue your security?! I cannot believe your response, I have a non-disclosure with your company that permits me to more information. This is a joke. I constantly show the problems in the security and nothing is done period. Once again, your team publicly admitted that it has no way of tracking automation tools, and that its focus is to build features that do not encourage the use of those tools. How would you feel if that program is released to the greater public? You think the BBB would be the least of your worries? Itunes and Google will be flying to kabam's doorstep. Kabam and the hobbit team do absolutely nothing when it comes to security, nothing! I do not volunteer alone, and the rest of the members that speak to your hobbit team would be willing to admit it publicly how Kabam has stated that they cannot track automation! What about how I showed you the way players are able to join any alliance by just changing a few numbers in your code? Oh yea, would you like me to put that video to the public? Kabam acted, it changed the code into SSL coding, but youtube shows how to translate ssl coding, which still allows this to happen. You think this is right? How about my payment status which is shown in your awful coding, you make that easily viewable through the use of programs. I have been the most honest player, never did anything against the ToS besides language, shown you so many flaws in your security system, to make this game better for the rest of the community, but all you do is lie. I have helped your team raise revenue for this game, with constant feedback. I have helped educate your employees more about player perception and how things work , because your employees do not play the game. This is just silly. Next: You only replied about my cheating. I wrote a 10 page letter to you, not only about cheating, but about glitches your game produces, your customer support, your live teams operations, and many other things, and all you did was give me a two paragraph response publicly lying that you actively pursue cheating?! I can promise you, I can expose Kabam completely, while not violating my Non-disclosure agreement. In my original letter I wrote about the targeted mith purchasing offers, since I have sent this letter, 5 times now, the buy 1600 mith get 1600 free has been offered, and all 5 times I was not included. Next: Did you not even look at any of the glitches, before I sent this letter, one of your live team members made a chest , Random Dwalin Gear Chest, in this chest , it gave Dwalin amulet an above average drop rate, that live team member did this unknowingly that the amulet was meant to be rare still. After I notified your team, they quickly lowered the chance of obtaining this amulet, but the damage was done a half hour in. The response I received is that the saturation is not as big as it seems, but does that make it any less right that players spent 1000 dollars to get that amulet and then others get it for free? Also, what about the 1000's of players who missed out on the first 30 minutes of the better drop rate? Does that all seem right that they should be punished? No, it doesn't. Next: You are saying refunds are against the terms of service? Why do you continue to lie? A member of our team received 30000 mithril back from you, I can even go to his BBB case, in which you refunded mithril, and his complaint was not nearly as bad as mine. Also, what about that player on server 245/145 , in which you returned 30000 DOLLARS of mithril back to his account. Should I list his name publicly along with his user ID and the support agent in which that helped him? Are you going to lie to the BBB about that too?! What about the hundreds of players that run to itunes and google to get refunds and then invest that money back into hobbit, is that ethical in anyway? You also clearly cannot trace players who do that. The management of the hobbit game and the overall management at Kabam is awful. You do not care about your customers at all, you only care about stealing money. This reply angered me more. It is sad that you cannot admit your mistakes and do the right thing. I ask that you re-read my original complaint, if not get someone who will actually read it, and I ask that you honor my original request of getting the dev team to actually work on their security. I understand they do not have the manpower or resources right now to invest into security. I was told this, by your own team, but it is a joke that a billion dollar company cannot get better security, or like I said, would you rather a program that takes 10 minutes to build be released to the public and everyone's account is opened? Is that what you want? Kabam always takes this path, they only act once everything gets really bad, they do not act early. The one time you acted early was when I caught your bug with the troop duplication and showed a video right away off your Test Server in which only my team along with your Kabam employees have access too. You know why you acted early? Because it is a bug , and if everyone duplicated troops, it would have been the death of hobbit kom because you would not have been able to re-roll everyone back . If *********** wants, he can contact me on line, he has my contact info there, as he is one of our group chats, I can be reached by phone as well. I want a signed check of half my invested money returned to me, your response was completely disrespectful. I have bailed your team out in many ways, and i can't even get a serious response. Once again, i am willing to speak over the phone. Thank you Final Business Response /* (4000, 11, 2016/01/20) */ Hello*****, Thanks for reaching out with your concerns. Your frustration comes through loud and clear, and we are truly sorry that we've reached a point in our relationship that you felt a complaint via this medium was your only recourse. We want to assure you that it is not. In order to demonstrate that commitment, we've opened up a ticket regarding your concerns, and you will be assisted by both a Senior Customer Service Agent as well as the Customer Support Lead for Kabam Support. You'll receive an email shortly, the ticket number is********* I hope the efforts outlined above are sufficient enough to convey our desire to resolve your concerns and issues. With that in mind, we ask that you maintain the trust and confidentiality that we've established in our nondisclosure agreement. As part of the Fellowship it's important to be conservative in your remarks that could be interpreted as internal policy, procedure or otherwise. We thank you in advance for your cooperation, and look forward to continuing this conversation. You'll receive an email shortly from us. Regards, Kabam Support

2/5/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Customer support useless. No exchanges allowed for any reason. I obtained 5 carbonadium cores in their game "Marvel: Contest of Champions"(worth around $100 dollars of their ingame currency) through error some time ago and went through kabam support to try and get them exchanged for either the proper items or for the amount of ingame currency back so that I may purchase the correct item. I not only felt the customer support had no idea what I was asking, but they even suggested I should sell them back for 10% of what they are worth, or to just "use them later"! I've tried contacting apple about the issue but they said it is up to the app developer to correct errors in purchases such as what is going on im my situation but they have been insistent on not exchanging my items. This is terrible business practice and costs them nothing but two minutes of their time to fix.

Desired Settlement: Exchange my 5 carbonadium cores for their original value of 2750 PLUS compensation for the hours and hours i spent dealing with your support and Apple support. I request a 4 Star Dr Strange and a decent amount of gold to level him for my troubles.

Business Response: Initial Business Response /* (1000, 5, 2016/01/14) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for the frustration that this matter may have caused, however, due to the fact the Carbonadium Cores were purchased from another player and gifted to your account exchanging them for Units or Premium Hero Crystals is beyond the scope of what we can provide in this situation. If the Cores had been purchased on your account we would be able to reverse the transaction, but due to the fact the purchase was made on an different account reversing the transaction is not possible. It would have been difficult, but not impossible if the Gifting event was not proceeding at the time of the gift, but due to the fact it was and the Carbonadium Cores provided players with the most amount of points it would be unfair to provide you with additional resources which could be used in other events while also receiving the benefits from the gift. We understand that this may not have been the exact response that you were hoping for and we would like to sincerely apologize for any disappointment that it may have caused as this was not our intention, but we hope that this information has been helpful regardless. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 8, 2016/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for looking into the matter for me. I only hope that in the future that your customer support can be as thorough with issues. All 5 carbonadium cores were not gifted to me in error, i believe 3 of them were gifted and 2 of them were purchased in error. The reasoning for not exchanging them because the event "gifting" was going on doesn't make sense as every item gave the same points-to-unit ratio, therefore exchanging them for the proper items I was supposed to receive (3 Sorcerous Crystals & one Premium Hero Crystal per Carbonadium Core, which equals 550 units) wouldn't have any effect on the event, especially since I haven't consumed these items and they are still in my inventory therefore not benefitting from them. Now with that being said I would still like for the carbonadium cores to be exchanged so I have come up with a few solutions. 1) Exchange the Carbonadium Cores for 18 Sorcerous Crystals(which was the intended item of purchase): This solution would be considered most fair from a consumer standpoint since it is what I wanted to purchase 2) Exchange the Carbonadium Cores for a 4* Dr.Strange Champion as a sign of good faith: This would be most fair as far as a middle ground goes. It is fair to the other players since it does not artificially create points generated by the crystals "exchanged", but it still grants me with one of the prizes I was looking for 3) Exchange the Carbonadium Cores for their worth in units(2750 units): This would be my preferred solution but I understand if 1) or 2) is more under the scope of recommended solutions to my issue. As this is the last response from you that I will hear on *** I would like to inform you that if you do not pick one of the solutions provided AND do not contact me for further resolution then I will have to go through Apple to find an alternative resolution to the problem. Thank you once again for taking the time to investigate my issue Final Business Response /* (4000, 10, 2016/01/28) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to once again apologize for any frustration that this matter may have caused. After double checking the event configuration the information you have provided is correct, and the points earned in the gifting event should not play a factor in this correspondence. We would like to apologize for any confusion that this may have caused, and we have removed the Cores and provided the 2,750 Units plus an extra 250 for a total of 3,000 for the unnecessary delay to your account. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Final Consumer Response /* (2000, 12, 2016/02/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) They have resolved the issue by exchanging the items for 100% of their worth of ingame currency. The compensation is on the lower side but i'm just happy that it was taken care of.

2/4/2016 Problems with Product/Service | Read Complaint Details
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Complaint: the game offers special items for special characters. Ive paid for these items, the crystal spin stopped on special character and I was not awarded it I have been playing this game for a year. you can earn in game currency (units) to use to purchase crystals that give you new characters. sometimes, kabam offers special crystals to get characters that are normally not available any other way. I have purchased numerous of these crystals, sometimes putting my actual money into the game, and have only been awarded 1 of these special characters. a few weeks ago, the crystal spin stopped on a high ranking limited time character and I was awarded with a lower grade version of a very common character. I told kabam of the issue and they said that the crystal spin is only cosmetic and once the crystal is claimed, the character along with it is assigned. I told them that if the cosmetic spin stops on a character, that is the one that should be awarded. the rates of higher ranking characters being awarded are very slim, even if kabam says "increased chances of special characters". I asked to be awarded the character that the spin stopped on and I was not. I was not offered any kind of compensation what so ever. If I am a paying customer, I should be getting what I am paying for. There are other players that feel the same way.

Desired Settlement: I am asking that I be awarded the character I thought I was getting which is a 4 star Jane Forrster. I would either like that or an exceptional amount of units for in game crystal purchasing to make up for the amount ive used to get special characters and was awarded the 2nd to lowest ranking of common characters.

Business Response: Initial Business Response /* (1000, 5, 2016/01/14) */ Business Response Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any confusion, and frustration that this matter may cause. After reviewing your account we were able to verify that the ******* did indeed provide a 2 Star Gamora, and not a 4 Star Jane Foster. To help provide some additional context once the player has clicked on Open ******* the system runs an algorithm to determine the Champion that you will receive and then will display the Champion being won. This is due to the fact that computers must first process a result before they can display the result to a user. For instance in real life the order of events would be spin - land on item - receive item, however, in the virtual space the order must be calculate spin - display spin to user. With that in mind providing a 4 Star Jane Foster, or providing any additional compensation is beyond the scope of what we can provide in this situation. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2016/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response. It is said the spin is merely cosmetic. I understand that. But not awarding me the character it landed on is purely a mistake on KABAMs fault. They say no further compensation can be provided, i was never compensated at all for their mistake. I would like any 4 star character that i do not currently have, such as cosmic spiderman or the new spiderman, as initial compensation. Or units to replace the cost of the special crystal i purchased. Final Business Response /* (4000, 9, 2016/01/28) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to once again apologize for any confusion, and frustration that this matter may cause, but our records show the carousel landing on a 2 Star Gamora and not a 4 Star Jane Foster. The explanation that was provided was to provide context that what you received from the ******* was the correct Champion. With that being said we understand that there has been some confusion regarding this matter so as a showing of good faith we have allocated the 150 Units used to purchase the ******* to your account. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Final Consumer Response /* (2000, 11, 2016/02/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the return of my units spent on the crystal. But if the crystal spin is truly cosmetic and has no effect on which character is actually won, might i suggest that kabam gets rid of the crystal spin entire to prevent any more confusion or issues regarding the rewards from the spin.

2/4/2016 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Mixed up of bracket between beginner and intermediate in the 2nd groot 4star arena. On 3/1/2016 , I did not get my deserved 4star groot in that arena with 1.5 million points in beginner bracket, mind you that will always be enough to get a 4star in beginners bracket, I asked around the top 50 winners of the 4star, and I found that they are all in intermediate bracket. They are actually shocked to why their top rewards turned to top 50 instead of the usual top 100.From that I conclude that there is a mixed up of bracket between intermediate and beginners player they literally played in the beginners bracket, I have sent a ticket to ingame sp but they constantly said that im in the intermediate bracket, to which im not at that moment since I played 3 more arenas in beginners bracket after that one.Im a spending player and in love with the game so please give me my deserved 4star groot , i wish you guys can recalculate and doesnt include intermediate players in them. ADDITIONAL DETAILS: Case is being handled by another organization: Ingame support ADDITIONAL DETAILS: Case is being handled by another organization: Ingame support

Desired Settlement: Please give me my deserved prize and recalculate that particular arena for both beginner and intermediate player.

Business Response: Initial Business Response /* (1000, 5, 2016/01/18) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any frustration that this Arena may have caused. There was indeed an issue that resulted in the two brackets(Beginner and Intermediate) becoming mixed up, and we have since resolved the issue so that it will no longer occur in the future. We understand that resolving the issue for the future does not change how this matter affected you, but due to the fact there was no realistic way to revert the original distribution of prizes redistributing the prizes would have further compounded the issue. On that note providing any additional rewards for this matter is beyond the scope of what we can provide in this instance as this would be unfair to the rest of the affected community. We understand that this may not have been the exact response that you were hoping for and we would like to sincerely apologize for any disappointment that it may have caused as this was not our intention, but we hope that this information has been helpful regardless. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support

2/2/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: Lack of customer service, game glitches that gave players free items that I spent money to receive prior to glitches occurring that were not fixed. Over the last 6 months on the game hobbit kingdom of middle earth there have been multiple game glitches that effected items that I payed to receive prior to glitches. The first glitch was a glitch that allowed players to receive 10k Monday which in game equals 3100.00 for free. I myself had just spent thousands of dollars to acquire the items that were in those boxes from more expensive in game games. Support did absolutely nothing. To make up for the mistake except offering compensation packages to the entire game. Even the players who received the 10k free boxes. A few months later they ran an event that had boxes that were not supposed to included in the event. Players took advantage of this and once again level 8 sapphire gems that myself and others has just spent a lot of money on were giving away for next to nothing. Support was supposed to take them back but never did. Making the money I spent to gain an advantage null once again. I am extremely frustrated that a company doesn't take into account that they offer items at extremely high value and players like myself spend a lot of money for said items that are basically made worthless after a glitch and the customer support doesn't even make an attempt to listen or try to fix the issues.

Desired Settlement: I would like the last six month of my purchases refunded due the lack of resolution on Kabam's part. They let players cheat in game currency for months using 3rd party software while players like myself and others continued to spend thinking kabam was keeping up with policing their game on there end which wasn't the case they allowed it to go for almost a year until players got fed up with it. So many players have quit the game over all of their mishaps and lack of the way they have handled the issures that the game is basically dead well at least on my server there has been a mass of players who have quit over the last year. So instead of asking for my entire amount spent over the 3 years I've played/supported the game I am asking for the last 6 months since that is when all of these glitches have really caused a bad player experience

Business Response: Initial Business Response /* (1000, 5, 2016/01/14) */ Hello ******, Thank you for submitting this case to us! Upon further review of this matter, however, it does appear that this may be a duplicate issue that is currently being addressed in *** CASE#: XXXXXXXX. We ask that you please refer to *** CASE#: XXXXXXXX for further assistance or if you have any additional inquiries. We thank you for your patience and understanding! Best regards, Kabam Support

2/2/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Lack of customer service, game glitches that gave players free items that I spent money to receive prior to glitches occurring that were not fixed. Over the last 6 months on the game hobbit kingdom of middle earth there have been multiple game glitches that effected items that I payed to receive prior to glitches. The first glitch was a glitch that allowed players to receive 10k Monday which in game equals 3100.00 for free. I myself had just spent thousands of dollars to acquire the items that were in those boxes from more expensive in game games. Support did absolutely nothing. To make up for the mistake except offering compensation packages to the entire game. Even the players who received the 10k free boxes. A few months later they ran an event that had boxes that were not supposed to included in the event. Players took advantage of this and once again level 8 sapphire gems that myself and others has just spent a lot of money on were giving away for next to nothing. Support was supposed to take them back but never did. Making the money I spent to gain an advantage null once again. I am extremely frustrated that a company doesn't take into account that they offer items at extremely high value and players like myself spend a lot of money for said items that are basically made worthless after a glitch and the customer support doesn't even make an attempt to listen or try to fix the issues.

Desired Settlement: I would like the last six month of my purchases refunded due the lack of resolution on Kabam's part. They let players cheat in game currency for months using 3rd party software while players like myself and others continued to spend thinking kabam was keeping up with policing their game on there end which wasn't the case they allowed it to go for almost a year until players got fed up with it. So many players have quit the game over all of their mishaps and lack of the way they have handled the issures that the game is basically dead well at least on my server there has been a mass of players who have quit over the last year. So instead of asking for my entire amount spent over the 3 years I've played/supported the game I am asking for the last 6 months since that is when all of these glitches have really caused a bad player experience

Business Response: Initial Business Response /* (1000, 5, 2016/01/14) */ Hello ******, Thank you for submitting this case to us! Upon further review of this matter, however, it does appear that this may be a duplicate issue that is currently being addressed in *** CASE#: XXXXXXXX. We ask that you please refer to *** CASE#: XXXXXXXX for further assistance or if you have any additional inquiries. We thank you for your patience and understanding! Best regards, Kabam Support

1/26/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Kabam charges fees that were not authorized in game. Game was not being played when fees were charged. This has happened multiple times. Kabam charges fees that were not authorized in game. Game was not being played when fees were charged. This has happened multiple times. Previous time they said there was nothing to be done unless we could prove that we hadn't done it. Latest time: Order id ********** $19.97 Apple via Paypal

Desired Settlement: Payment back of $19.97 and stop charging for purchases that weren't made.

Business Response: Initial Business Response /* (1000, 5, 2016/01/07) */ Greetings, Thank you for taking the time to submit this case to us. We understand that you have noticed charges on your account that you believe to be unauthorized. Our recommendation is to contact your credit card company to replace your card and to report the fraud. Thank you for your time and patience. Regards, Kabam Support

1/26/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I made several purchases in an onlinne game and the games design prevented me from getting the benefits from what I paid for. The online purchases I made were for Marvel Contest of Champions. During that time I moved between alliances in the game and lost out of a weeks worth of effor and hundreds of dollars. I contacted kabam just asking for the rewards and they only rebuffed me, even aknowledging their flawed system. I took the next step to dispite the charges and they are fighting that as well. I spend over a thousand dollars on this game and all I asked for was this small fix. These people are crooks and rip people off and leave you no recourse.

Desired Settlement: My original dispited amounts that they are denying me.

Business Response: Initial Business Response /* (1000, 5, 2015/12/23) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for the confusion that this matter may have caused, and after reviewing your account it does appear that you did indeed leave the Alliance during the event. In order for players to qualify for Ranked rewards they must not leave the Alliance from the time it begins until the end of the payout. This is not an issue with the system, and is intended to ensure the integrity of the events. On that note allocating the rewards to your account for this event is beyond the scope of what we can provide in this situation. In the future we do highly advise ensuring that you and your fellow Alliance members remain in the Alliance for the duration of the payout as well as the event so unfortunate situations like this do not occur again in the future. We understand that this is not always possible, however, the more times it can be avoided the better for you and your Alliance. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Kind Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/12/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) In the communication with their representatives that mention their system is flawed, and regardless of that I was deprived of items rightfully mine at no fault or previous knowledge of my own. They refuse to provide anything to rectify the issue and offer only apologies as they continue to rip people off. Unacceptable. Final Business Response /* (4000, 9, 2016/01/07) */ Hello, Thank you for taking the time to get back in touch with us. We would first like to once again apologize for the confusion that this matter may have caused. As mentioned in our previous response this is not an issue with the system, and is intended to ensure the integrity of the events. Players that do not stay in the Alliance for the entire duration of the event are disqualified from ranked prizes. With that being said allocating the rewards to your account for this event is beyond the scope of what we can provide in this situation. In the future we do highly advise ensuring that you and your fellow Alliance members remain in the Alliance for the duration of the payout as well as the event so unfortunate situations like this do not occur again in the future. We understand that this is not always possible, however, the more times it can be avoided the better for you and your Alliance. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Kind Regards, Kabam Support Final Consumer Response /* (4200, 11, 2016/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Despite them saying it is not a flaw if someone can soend thousands of dollars and though no fault of their own be deprived of the expected and deserved rewards from that money it is a flaw. Kabam has shown time and time again all they care about is money and they screw over their customers constantly. The fix would be easy and doable, replace the units spent for that AQ, the transactions have been relayed to them via my dispute with my banks. I have spent thousands of dollars and only ask for the few small transactions involved in this particular issue. It should be very evident to everyone the lack of customer service and overal apathy for customers that Kabam has. Horrible.

1/26/2016 Delivery Issues | Read Complaint Details
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Complaint: my account with kabams game marvel contest of champions was banned and blocked . recently i found that a game i was playing was banned. I have spent over 10,000 us dollars on this game in the last 12 months. after submitting a ********* ticket to inquire what happened, i explained that i was travelling from washington dc to ottawa to seattle for thanksgiving and used the game in all those places to explain maybe why it seemed weird i was using it over different ip addresses. i was accused of selling my online account, which violated their terms of service. i did not sell my account. i asked for proof for which i received none. then they said they would no longer take any more of my emails on this issue. please help me. i cannot afford to take legal action against a company who is worth 6 billion dollars.

Desired Settlement: i want my account restored or i wish them to return all that i have funded to their game which is over 10,000 us dollars.

Business Response: Initial Business Response /* (1000, 6, 2015/12/08) */ Hello, Thank you for taking the time to submit this to case to us. After investigating your account we were able to determine that the account was being publicly advertised for sale in the following URL: http://www.playerup.com/threads/two-5-star-heroes-40-four-star-heroes-most-duped.XXXXXXX/ Due to the fact that attempted sell of your account is a violation of our Terms and Service, which has been have linked below for your convince, the ban on your account is final and will not be overturned for any reason. Regards, Kabam Support https://www.kabam.com/corporate/terms-of-service Initial Consumer Rebuttal /* (3000, 8, 2015/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) All you have is a description of an account and my email address which is posted. First off you should be operating on reasonable doubt. I, *** *****, owner of the email address **************@gmail.com did Not post my account up for sale. It is feasible that someone else has created a profile and posted my account online. You have no proof that it was in fact ME who "attempted" to sell the account. Anyone could've posted my email address up for sale. Which brings me to my next point. Terms of service. Nowhere and I mean no where does it say that Attempting to sell an account is a violation. Selling an account is clearly a violation. But you accused me of attempted selling. Also your support staff after several emails and tickets changed their story to say I was hacking the game. Not for attempted selling. Your own company can't even stay on the same page when your in the wrong. I've read so many of the *** complaints about you. I've read so many posts and threads about your service. You think that hiding behind a wall that is your TOS will keep you safe? This has been building and building and you look more and more greedy each passing **** So. I am now upgrading my resolution. I don't want any copy and paste answers about anyone's gameplay or enjoyment cause it has nothing to do with this. I am now asking for a full refund for the last 12 months. I want a check sent to my house from kabam. This is a very big number and I know kabam is all about zero refunds off the books but I have it in good authority that you have made sizable refunds to players. So in conclusion if you can't give me specific proof that I *** ***** posted my XXXXX$ usd account up for sale( ridiculous since I spent so much) then I want a full refund. Full. Made out to me. You can email me at **************@gmail.com the true owner if this account. Final Business Response /* (4000, 10, 2015/12/16) */ Hello, Thank you for taking the time to submit this to case to us. After investigating your account we were able to determine that the account was being publicly advertised for sale, and we are sure that the owner of the account was advertising the sale. We will not be providing details on how this investigation was conducted due to the fact that divulging that information would harm the integrity of the game. As mentioned previously the ban on your account is final and will not be overturned for any reason, nor will we be providing a refund for services rendered. Regards, Kabam Support Final Consumer Response /* (4200, 12, 2016/01/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ifyou cannot provide substantial proof. Then you are blindly accusing an innocent person. The game integrity is not harmed by your findings you are measly finding a way to say that you do not wish to comply with my questions or what I am asking to be compensated for. Being that this is a public forum you should be using more transparency in regards to the answers you give. You have provided nothing but hearsay, Since I should be innocent until proven guilty. Also..does it make any sense? Look up my accounts. Look at my purchases. I've spent an excess of $13,000. Why would I sell a game I love. I told u countless times that I myself never publicly did anything. Anyone and I mean anyone who has someone's email address can post whatever they like. And doesn't mean that I did it. People are reading these as I have read other to gain insight on how kabam treats the public. I'm asking you to do the right thing here. Exceptions can always be made when it comes to evidence. Which you have provided none. Do you have ip address from the site that my account was posted on and then the same ip address from where I play the game from? Please do your due diligence and post your findings. If anything it would Discourage gamers from selling online. But you have no such evidence because I did no such thing.

1/26/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Kabam consistently engages in bait & switch sales tactics: advertising andselling digital product and altering it AFTER the consumer has paid services My ********* pertains to a multitude of sales in the game Marvel's Contest of Champions. Kabam has been advertising a multitude of products offered to their user base. They have been, with a daunting amount of regularity, altering these products AFTER the customers have PAID for those items. This is a textbook case of BAIT AND SWITCH tactics. The first example of this practice was their treatment of the character DEADPOOL. Customers paid $20 to acquire this character only to have Kabam alter this character SIGNIFICANTLY and AFTER the character had been advertised as something else. More to the point, Kabam significantly WEAKENED this character's abilities in the game, thereby ripping off every user who paid to acquire him. Kabam has done this with other characters in game as well. All of these changes are made, according to Kabam, for the sake of "balance." However, every time Kabam makes changes like this in game, it amounts to bait and switch tactics. Users spend money on in-game currency, which is then used to progress in the game. Users spend money to upgrade their available characters. Consumable items are used in game to upgrade charactersKabam continues to change the game AFTER users have spend money upgrading their character roster, AFTER users have SPENT MONEY upgrading their experience in gameTHIS IS BAIT AND SWITCH. FURTHERMORE, Kabam has been consistently ignoring their customers. Their customer service reputation is HORRENDOUS. They are basically the Comcast of the mobile gaming world. They bilk us out of our money and ignore us when we seek resolution.

Desired Settlement: Not only do I want refunds for all purchases I've made in game, I want Kabam to start listening to their customers for once. I want Kabam to restore the original abilities of characters like Deadpool and Dr. Strange, they need to STOP this absurd cap on consumable items, and they need to stop making changes to the game AFTER PEOPLE HAVE PAID MONEY FOR ITEMS AND CHARACTERS. Kabam must stop ignoring their customers. They have exhibited, through their forums, that they only care about the customers who pay the most money. Apparently, they've forgotten that their games are useless without their WHOLE USER BASE. I'd also like Kabam to contact me about when and how these requests are going to be met.

Business Response: Initial Business Response /* (1000, 5, 2015/12/01) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any frustration that this matter may have caused you. Marvel Contest of Champions is a live online gaming experience, and at times balance and content updates to the game re necessary to ensure the engagement of players, and the integrity of the game. In the case of Deadpool and Dr.Strange adjustments these Champions were far too powerful in comparison to the rest of the Champions in the Contest and needed to be updated to be closer in line with the rest of the available champions. Though these changes did alter their effectiveness in battle, they are still very powerful in the same situations that they once were, they are just no longer detrimental to the player's experience, or the integrity of the game. Regarding your second concern the decision to implement a item cap for player's inventory items was due to the fact that the current system lacked the ability to create design levers, and therefore limited design space within items and item events. We understand that this change has caused concern for the community, however, we are doing our best to alleviate this frustration by allowing players to keep any excess items that they still may have, and we will be implementing the ability for players to sell off any items in their inventory for Gold. We do appreciate the feedback that the community has brought to our attention regarding each of these situations. We continue to listen to players such as yourself, and the rest of the community, and on that note we will be making any adjustments we deem them necessary to this change, or any future and past changes to ensure that we maintain both a balance of what is best for the players, and what is best for the game's integrity. With that being said as previously mentioned Marvel Contest of Champions is an ever changing live online gaming experience, and providing refunds for services rendered due to any in game change or update is beyond the scope of what we can provide. We understand that this may not have been the exact response that you were hoping for and we would like to sincerely apologize for any disappointment that it may have caused as this was not our intention, but we hope that this additional context has been helpful regardless. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/12/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Kabam claim's to be concerned about "the integrity of the game" when they make these changes. However, there have been countless exploits that high paying players have been allowed to, well, exploit which then gives them an unfair advantage in the game. Of course, the main example of this was the Mercenary Crystal bug that allowed big spenders additional attempts of opening crystals to get better rewards. The problem with your explanation for both Deadpool and Dr. Strange is multifold. (1) It doesn't matter if Kabam perceives an imbalance in power of various champions. Players PAID MONEY for those products. You cannot then CHANGE THE PRODUCT after people have PAID FOR THAT PRODUCT. Like I said above (and this is something Kabam has yet to ever address) this is blatant BAIT AND SWITCH. (2) Kabam's formal explanation for the changes made to Dr. Strange was that it created an issue of players who HAVE Dr. Strange and players who DO NOT (i.e., "haves versus have nots"). However, the entire basis of the gamethe very foundation upon which the game is basedis players who HAVE competing for more rewards against players who HAVE NOT. Of course, the change didn't impact the biggest spenders in the gamethe spenders who are capable of winning tier 4 class catalysts to take Dr. Strange to rank 5, which more or less returns him to his pre-altered state. REGARDLESS, these still amount to bait and switch practices. Ultimately, what all of the "balance" changes Kabam has made to this game are a function of the fact that people have figured out how to complete the Realm of Legends without spending a lot of money or using very many items. This also explains the recently imposed ITEM CAP in the gamewhich I'll address here: "We understand that this change has caused concern for the community..." Yes, this change incited SUBSTANTIAL OUTRAGE within the community, to the tune of a feedback thread containing well over 1100 posts telling you that this change was ludicrous. Kabam IGNORED almost every post within that feedback thread. Item hoarding had not at all been an issue throughout the duration of the whole fist year of this game's life. It only became an "issue" to Kabam when users were saving up items in game to complete more difficult tasks. Kabam is the only company/game developer I have ever encountered who gets upset when the people who play their game succeed. The only people they care about are players in their biggest spending teamsany consideration of Kabam's history of action exhibits the fact that the only actionable items Kabam has pursued over the past year are those that the biggest spenders have been upset about. I have no problem with the "freemium" model (and have paid into the game myself)but the absurd greed exhibited by Kabam is nothing short of disgusting. Furthermore, none of this is in any way in the spirit of Marvel Comics. It is a disgrace to Stan Lee and the wonderful universe he inspired. Ultimately, this issue comes down to a couple of factors that Kabam refuses to admit: (1) Kabam only cares about increasing its profits and its changes in game are not about balance, but about attaining a higher profit margin. (2) Kabam does not care about the majority of its user base. Rather, it only shows concern for those users who spend absurd amounts of money on the game. (3) Kabam regularly practices BAIT AND SWITCH tactics to bilk users out of money. I utterly reject Kabam's explanation and consider it insulting. Throw me a few tier 4 mystic catalysts and I might consider accepting it as an olive branch. But that would really only be the beginning. ******* (in game user name) Final Business Response /* (4000, 9, 2015/12/14) */ Hello, Thanks again for taking the time to submit this to case to us. We would first like to once again apologize for any frustration that this matter may have caused you. With that being said we felt that the changes to both Dr.Strange, and player's inventory were necessary changes to the game in order to maintain its integrity. As previously mentioned Marvel Contest of Champions is an ever changing live online gaming experience, and providing refunds for services rendered or compensation for any in game change or update is beyond the scope of what we can provide. We understand that this may not have been the exact response that you were hoping for and we would like to sincerely apologize for any disappointment that it may have caused as this was not our intention, however, there is nothing more we can provide in this situation. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Final Consumer Response /* (4200, 11, 2015/12/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I think this response just goes to show that Kabam does not listen to nor does it care about its customers. Their response here did not specifically address anything in my previous post on the issue. I genuinely wonder whether they actually read my response in the first place. Kabam punishes players for succeeding at their game when players don't shell out tons of money. I will be contacting Apple and submitting formal complaints to them against Kabam. I would think that a company with as much money as Kabam would be able to show a little more good faith towards those of us who have supported this game for over a year now. After all, anything IN GAME is intrinsically worthless. Let it be knownKabam does not care about its customers and this is blatant proof. I hope others can see this. And rest assured that that is the message I'll be carrying forward from this interaction. They are willing to take our money, but refuse to treat us as humans or as legitimate CUSTOMERS.

1/25/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: Kabam's Marvel contest of champions sold me ingame units and didnt refund after the game was hacked n my units were gone mysteriously. I ask justice. I am an active player of the Kabams Marvel Contest of Champions game. I bought one of their ingame offers "tony stark's briefcase x4 = 850x4 units" and suddenly, in a few days, not only did my own hard earnt units disappear, but also the ones that i had bought through that offer for 29.99 USD. I wrote to them to fix this issue but the guys at the kabam, wrote back saying we cant do anything and gave me back a meagre 100 units and kept closing the issue instead of helping me. the game team cant even offer me ingame protection for a piece of code, and on top of not keeping the consumer safe in the first place, they dont even return the ones that were gone due to lack of their negligence and poor code designs. I demand that they apologise for all the trouble caused and immediately refund my units that were stolen unfairly off of me. They even sent me a random account name claiming that , it recieved the stuff from mine. I even claimed that I never even gifted nor inteded to gift to random people on game, the stuff that i spent real money to buy. So please resolve this without further delay.

Desired Settlement: I want my original units back, including the ones i bought from the offer of 850x4 and the ones that I had won in game which if i remember correctly was 254 units in precise. total of 254+3400 units credited back to my account rightfully.

Business Response: Initial Business Response /* (1000, 5, 2015/12/23) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any confusion or frustration that this matter may have caused. We do uphold players account security on our end, and so we expect players to uphold account security on their end. If the Units that were purchased were used by another player then we advise not sharing your account information, or placing a pin on your device so that no other person other than yourself can access the account. With that being said if you are still concerned that another player has access to your account we do advise not only resetting your Kabam password, but also your Google Play/iTunes password ***** with your linked email address password. On that note returning your Units to your account after purchases were made with the Units, and the purchases were used is beyond the scope of what we can provide in this situation. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Kind Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would accept ur response if it were a known person or anyone i ever came in contact with. But the GAME WAS HACKED! MY ACCOUNT WAS LOGGED IN ON A RANDOM DEVICE N MY ACCOUNT UNITS WERE STOLEN WITHOUT MY KNOWLEDGE. Please understand that its a mistake on your end with the security. I still cant keep prolonging his and waste both yours and mine time. It is only fair that you refund to me stuff I lost without my knowledge and which was not my mistake. Final Business Response /* (4000, 9, 2016/01/07) */ Hello, Thank you for taking the time to get back in touch with us. We would first like to apologize for any confusion or frustration that this matter may have caused, however, we do uphold players account security on our end, and have not had any instances where accounts were compromised on our end. If the Units that were purchased were used by another player then we advise not sharing your account information, or placing a pin on your device so that no other person other than yourself can access the account as the player did not have access to the data from our internal servers. On that note as mentioned previously returning the Units to your account after purchases were made, and used is beyond the scope of what we can provide in this situation. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Kind Regards, Kabam Support

1/25/2016 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: My game account has been unexpectedly banned. I have played Kabam's Marvel: Contest of Champions since mid 2015. On 12/17/15, I tried to play the game but was met with a screen telling me that my account was permanently banned for "use of unauthorized third party software". I had to look up exactly what this meant. Essentially, Kabam has reason to believe that I have used cheats or hacks to artificially inflate my standing in the game. I've never used hacks in games for this very reason...it's widely known that users run the risk of getting their accounts banned. Besides, I like the challenge the game provides and cheating would take away that aspect of it. In short, to the best of my knowledge, I have not used any third party software in conjunction with Marvel Contest of Champions. I sent a ticket to Kabam support thinking that this was just a technical error and my account just needed to be unlocked. A few hours after sending the ticket, I received a canned e-mail response saying that my account was banned for using unauthorized third party software, that they won't disclose any details beyond that, and that the decision is final and there is no chance to appeal. The ticket was automatically closed. I sent a second ticket in and I received a nearly identical canned response stating the same thing. This whole experience just blindsided me and I feel pretty uneasy about the whole thing. I've enjoyed the hours and hours I've spent playing the game all building to greater and greater challenges. Then suddenly, it all gets locked down. It's very surprising. The game is very focused on Alliances...groups of up to 30 players who work toward common goals for mutual benefit. I was unfortunately banned in the middle of a 5 day alliance quest and now my team must complete days 4 and 5 (the hardest days) down one player. I was normally in the top 5 of all 30 players, so I hope my absence doesn't hurt them too bad. The game also regularly runs arenas where players can earn points to claim rewards based on the numbers of points they get. If you score high enough, you can earn 4* shards, featured 3* champions, and basic 4* champions. Even if my account gets reinstated now, I will have missed out on these rewards. In all, I believe I've spent less than $50 in the course of playing this game, but I was far from finished. It took literally months to build my team to where it was and I still had a ways to go to get to where I wanted. Starting from scratch doesn't seem like a feasible option...especially knowing it can be locked down at any time. Having the game taken away has been pretty upsetting, but what's more upsetting is Kabam's lack of transparency or consideration in this matter. I can't seem to get someone to actually look into this issue and tell me what I've done wrong. I genuinely believe there has been some sort of error, but I can't get a representative to look into it for me and get an answer. It's quite disappointing.

Desired Settlement: The absolute bare minimum I would like to see in a resolution would be an explanation as to why I was banned. I'd like to know exactly what unauthorized software I was using and how it gave me an edge over other players. I don't know of any software I'm using that would give me any sort of advantage, so an explanation would at least give me a little closure. I'd really like to get my account reinstated. That would be a very easy resolution that would allow me to walk away without any real hard feelings. I do feel bad for my team who now have to work without me for the rest of the alliance quest. If they're unable to finish, I'd hope they'd be given some consideration for the prize tier they would have just missed out on considering the team has finished each of the last 2 quests with a high level of success. If they are able to finish without me, I would hope they could get reimbursed for the items they used during the quest...no doubt they had to increase their usage to take up the slack my absence created. Finally, it's upsetting that I will miss out on at least 1 arena, possibly more. My account was banned right around the time the **************** arena ended...I should have had enough points to finish in the top 10%. I'll also miss out on the Rocket Raccoon arena. I was planning on going for the basic 4* champ this time around as arenas featuring older champs (like Rocket) generally have lower point thresholds for rewards and I can easily get over 3 million points in an arena when I'm going for the 4* basic champ. This is how I got my 4* Captain America last month. Some sort of compensation for missing out on these 3* and 4* characters would go a long way.

Business Response: Initial Business Response /* (1000, 6, 2015/12/23) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any frustration that this matter may have caused. After reviewing your account it does appear that our system identified your account as using third party software incorrectly which resulted in a two day ban of the account. With that being said it does appear that the account has been unbanned as of Tue Dec 22 2015 18:14:54 GMT, and you are currently working with an agent in case XXXXXXXX. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Kind Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 8, 2016/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I submitted my case about my wrongful ban on 12/17. On 12/19, one of my alliance members sent me a message telling me to try to log in again. He sent in a support ticket asking them to review my case. When they reviewed it, they sent him a response asking him to contact me to try to load my profile. On 12/19, my account was back online. I received a response via the *** that contained an official response from Kabam. They said their system identified my account as using third party software incorrectly and it resulted in a two day ban on the account. The response goes on to say that I'm currently working with an agent to resolve this in case ########. I have two issues with how this was handled. 1) Despite my repeated attempts to contact them, Kabam never attempted to contact me directly to tell me that their system made a mistake and that my account had been reinstated. I had to find out on my own only to hear from Kabam 4 days later. This approach felt very dismissive. On top of that, the case that was referenced in the official *** response was already closed by the time I received the message. The issue wasn't resolved, the agent closed it before a resolution could be made. 2) In the time that I was banned, I missed out on several high-value rewards I would have earned had I been able to access the game. I made a specific list of rewards that I would have earned and sent them to Kabam via a support ticket. Mind you, these are rewards that I had already put forth effort into getting...I had already done the work and was just waiting for them to be distributed when I was wrongfully banned. My initial support ticket for these rewards received the following response: "Hi Again! Thank you for writing back to me. I was able to follow up with the game team and I got a confirmation that since the Events have already ended we will not be able to provide you with the rewards for those events.However since you were wrongfully banned and you were not able to participate I have gone ahead and allocated the following items to your account. -200 units -2 premium hero crystals I apologize for any inconvenience this might have caused to you.Should you have any further questions, please feel free to write back to us and we will be more than happy to assist you. Regards, ***** Kabam Support" I wrote back and told ***** I appreciated his time and effort, but I listed out all the items I missed out on and the value far exceeded the compensation he was offering. It was as if they stole $100 from me, apologized, and compensated me with $5. What was worse was that ***** closed out the ticket, so my response bounced back to me. I tried to submit a separate ticket in an effort to get compensated. That ticket received a response stating that it was referring to the (closed) case that ***** was working on and that the ticket would be closed. I tried 3 different times to submit a ticket. All 3 requested that I go through the previous ticket with ***** which was impossible as it was closed. I submitted a vague ticket in an attempt to get a response that wouldn't automatically close the ticket. When that worked, I asked the support representative if there was anything we could do. The rep said because of the value of the items and the time that has elapsed, they cannot prove that I earned these rewards and thus cannot credit them to my account. I tried to call a number I found online for Kabam customer support, but the directory says Kabam no longer offers support over the phone and recommended that I submit a ticket online. This whole experience was beyond frustrating. I got my account back after it was incorrectly flagged by the system, but I still missed out on a lot. It was like pulling teeth trying to get communication with a representative at times. This was poorly handled and I still hold out hope that Kabam will make things right. Final Business Response /* (4000, 10, 2016/01/08) */ Hello, Thank you for taking the time to get back in touch with us. We would first like to once again sincerely apologize for any frustration that this matter may have caused, and are very sorry to hear that you were unable to find a suitable solution with our Support Team. Unfortunately, it is difficult for us to know if you would have qualified or received prizes for any of the events that took place during the accidental ban so allocating rewards from these events is beyond the scope of what we can do in this situation. With that being said we completely understand that this was our mistake and we would like to do our best to help make this up to you. On that note we have provided 2,000 Units to your account as a showing of good faith, and we hope that these Units help you out in future events. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Kind Regards, Kabam Support Final Consumer Response /* (2000, 12, 2016/01/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have reviewed the response and Kabam has indeed credited my account with 2,000 units. I understand that it may not be within the support team's ability to look up my contribution to certain arenas and events after a certain period of time and while I was disappointed I missed out on some of those items, the credit offer was very generous and I'd consider it fairly equivalent to the items I missed out on from my wrongful ban. It was a frustrating experience and at times I felt like banging my head against a wall dealing with canned responses and closed tickets from the support team, but in the end I'm walking away satisfied with the resolution. If I could offer one suggestion based on my experience, it would be that if Kabam recognizes that it wrongfully bans an account, Kabam should be the party that initiates the reimbursement procedure, not the player. At least reach out to a player who's account was banned and then reinstated to let them know that they are willing to offer compensation for their error. This final response should have been the first response I received and I hope Kabam reviews their policy for this type of thing. In the end, I am satisfied and I appreciate Kabam's effort to make this issue right.

1/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company takes money from customers, doesn't give promised items, then ignores emails, closing support tickets without resolution, etc. ompany takes money from customers, doesn't give promised items, then ignores emails, closing support tickets without resolution, etc. Continually withholding content, misleading consumer

Desired Settlement: Refund of all funds spent.

Business Response: Initial Business Response /* (1000, 6, 2016/01/19) */ Greetings, Thank you for taking the time to submit this case to us. We have talked with the Divine Might Game Teams about your issue and they have elected to open a ticket with you to speak directly regarding the situation. The case number is XXXXXXXX and you should be able to reply to them through this ticket. Regards, Kabam Support Initial Consumer Rebuttal /* (2000, 8, 2016/01/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Handling with support

1/20/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Clear bias by Kabam employee *********. Bans critics but refuses to apply rule to his favoured players-clear examples available. Kabam created a fellowship that the actual players don't want. There was no consultation before Kabam hand picked these players. They get huge favouritism on the forums- official communication hub for the game. Perfect examples being how the only player Moderators are fellowship members appointed by *********. ********* refuses to implement basic forum riles for any fellowship member. Yesterday I was banned by ********* after once more raising the issue that Kabam refuse to answer questions and that the fellowship is ineffective (a widely held view amongst players). I was banned by ********* for my dissent- which wasn't abusive- though he claimed that was the reason for the ban. The clear favouritism he plays and unhealthy close relationship with the fellowship was more evident then ever yesterday. A fellowship member broke 3 clear forum rules and posted something that according to the rules should result in a closed or deleted thread. Kabam ********* did not close the thread, and did not give any infractions (for breaking rules) to the fellowship member. However he did delete me thread (which was bemoaning how Kabam respond instantly to praise but refuse to answer a single genuine and constructive question. I was also banned for this thread. How can a player be banned for asking a question and then highlighting that the question has remained unanswered for weeks. As players its insulting that we ask and ask and ask and don't get a single answer, rarely even a response. Yet the second a thread (pre planned by a fellowship member) praising ********* gets an instant response (as if he was waiting for the thread to be posted). Transparency and communication has always been awful at Kabam, the fact they have elevated some players to be above other gamers and not have to abide by the rules causes resentment in the community. Pro ********* posters can say what they want and break as many rules as they like, yet anyone criticising him get infractions or bans. This isn't North Korea, free speech (as long as its not abusive)should not only be allowed but encouraged. I demand an immediate lifting of the ban and for Kabam to investigate *********'s clear biases. No one at Kabam can say its fair that two people can break the same rule- a pro ********* posters gets away with it and an anti-********* poster gets banned. Two huge extremes and the only difference is ones a friend of ********* and the other isn't. Employees shouldn't be friends with customers!! It leads to biasness and unhappiness in the community. If ********* cant be unbiased then he shouldn't be in direct contact with any players.

Desired Settlement: Immediate reinstatement on the forums and an investigation into clear examples of biasness where Christian Kabam has refused to implement the rules for players he likes and has been very heavy handed in enforcing the rules for people he dislikes. Kabam employees should have a professional and neutral standpoint.

Business Response: Initial Business Response /* (1000, 5, 2015/12/19) */ Greetings *****, Thank you for opening this case. If we understand correctly, you have some concerns related to potential bias by a Kabam employee as well as allegations of favoritism towards certain members of the Hobbit: Kingdoms of Middle-earth "Fellowship" group. We are very sorry to hear this, but we will be glad to address this matter for you! We assure you that providing our community with a fair and balanced gaming atmosphere is a top priority for our team, so this is a concern that we take very seriously. Rest assured that our team will be investigating these allegations, though we would to clarify the following: First, with regards to the Hobbit: Kingdoms of Middle-earth Fellowship group, please understand that the majority of the members of this group are comprised of members selected by our community via election. If you feel that the feedback that these players are providing to our Game Team are not representative of the community as a whole, there will be additional opportunities in the future to elect new members to represent these interests. Next, with regards to the allegations of players breaking forum rules - we will be happy to investigate this matter further. Our team will be contacting you shortly via our ticketing system (Case # XXXXXXXX) to request additional information. Once we can learn the specifics of what occurred, we will be more than happy to ensure that the appropriate actions are taken. Finally, with regards to the suspension of your Forum account, our team will be reviewing this matter, though if you have any specific inquiries, we would like to discuss these concerns in Case # XXXXXXXX as this would be a more secure avenue to discuss your account details. Thank you for your patience and understanding! Best regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am disappointed with this response and do not accept it! Below will explain why; The fellowship's original members were not chosen by the players, they were hand picked by Kabam for whatever reason (as the reason for these players being picked has never been disclosed). More recently we have had 5 new members elected. Only 120 players in the entire game bothered applying for the fellowship (most view it as pointless and ineffective) and of those 120, Kabam hand picked 20 candidates that the community were allowed to pick from. So I strongly disagree that the fellowship was elected by the playing community. Also the fellowship currently comprises of THIRTEEN members- so the FIVE (out of 20 choice we had) that were elected is NOT THE MAJORITY. It is lies or misunderstanding of their own game like this, that frustrates players so much. Someone contacting me in the form of a ticket: I have already been contacted which is great, however I haven't heard back since sending my reply. The ticket system is broken, and is criticised by all the players- even fellowship members have openly criticised customer support on the forums. So I sadly hold very little hope that my issue will be resolved through this communication channel. Usually with instances like this (from previous experience with customer support) they will say the same copy and paste.. we take it seriously... will investigate thoroughly... and then 'we will be unable to divulge the outcome of the investigation due to privacy reasons'. Then we never hear back and the ticket is closed. So again, I hold very little hope for it being resolved in a satisfactory way. MIDDLE GROUND: I would like official acknowledgement I was wrongly banned. It would go a long way to restoring my faith in Kabam if they prove they respect their customers and are willing to admit when a clear failing has happened on their part. Secondly I would ask for the scrapping of the player moderator system on the forums. It is grossly unfair some players can ban other players, especially when the player moderators are biased towards some users and unprofessional. Only yesterday a fellowship member who is also a moderator (threads have been started calling into their question their integrity many times) stated clearly that Kabam are interested in catching cheats, and they don't care that players cheat. This was rather funny, considering Kabam try and shield the fellowship and player moderators from player criticism, yet the fellowship and player moderator, saw no problem in directly accusing Kabam of refusing to enforce their own ToS. So that is my MIDDLE GROUND... I would view this matter satisfactorily dealt with if I receive an official apology for being wrongfully banned and the removal of player moderators- considering Kabam moderators are on the forums daily (***** doing a particularly good job) there really isn't a need for player moderators anyway. I'm even willing to let the unprofessional employee who gave me the unjustified ban of the hook, and drop my ********* against them. That is my compromise, because though I am still unhappy with that employee for playing favourites (evidence has been submitted in the ticket case) I would accept the apology as a sign that Kabam acknowledge I was wrongly banned. Kind Regards, ***** (*******) ********* Response Date bumped because: Holiday Final Business Response /* (4000, 9, 2016/01/13) */ Hello *****, Through our correspondence with you in Case XXXXXXXX, it does appear that we have come to a resolution regarding the matters that you have brought forth. While we would like to apologize for any inconvenience caused by these issues, we hope that the information that we have provided has helped to bring some clarity to this matter. We thank you for your support! Best regards, Kabam Support Final Consumer Response /* (2000, 11, 2016/01/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Through the correspondence of this ticket I finally received confirmation I had been wrongly banned. It makes me feel vindicated and the apology was welcomed.

1/19/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: My card was charged by this company, for an online game I do not play. Tried contacting them, them do not answer or return phone calls or voice mails. On 12/14 I noticed some charges on my card (7)from Kabam inc. I tried calling them at the number provided, but no one answers at any of the extensions. I left voice mails, at the receptionists extension on 12/14, 12/15 and 12/16. No one has made any effort to return my call. There were 7 charges, 5 for $9.90 12/XX (X) XX/12 (2) and 12/14 (1), the remaining charges were for $4.90 on 12/11 and 12/12.

Desired Settlement: I would like all charges reversed, but from what I've seen from reading other similar complaints, this company doesn't seem to care how they get the're money, and they also don't seem to like to return any ill gotten funds.

Business Response: Initial Business Response /* (1000, 5, 2015/12/18) */ Greetings, Thank you for taking the time to submit this case to us. We understand that you have noticed charges on your account that you believe to be unauthorized. Our recommendation is to contact your credit card company to replace your card and to report the fraud. Thank you for your time and patience. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is an automated response. This response from this company, lets me know that they intend to do absolutely nothing regarding the issue. They intend to keep my money. The amount may not be an incredibly large amount, but its the principle. From the complaints I have read,This company refuses to accept fault for any complaints, but the sheer number of complaints leads me to believe that they cant all be wrong. I intend to share this company's response with the Chicago media, as mu neighbor works as a camera man for one of the networks in Chicago. ********* Response Date bumped because: Holiday Final Business Response /* (4000, 9, 2016/01/05) */ Greetings, Thank you for getting back to us on this matter. While our previous response appears quite automated it is not. As this is an issue of possible credit card fraud we will be unable to do any investigation or refund of any money used to purchase items or currency within our game. For all credit card fraud it lies between yourself and your card issuer to work towards a resolution of the unauthorized charges. And if your credit card supplier requires our assistance for their own investigations they can contact our Payments Team or our Legal Department. Aside from suggesting you contact the company who issued this credit card to you there is nothing else that we can do in this matter. Regards, Kabam Support

1/19/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Inadequate customer service has been unable to fix multiple game play issues. I play Marvel's Contest of Champions on an Ipad Mini 2, but from what I can see these problems are NOT isolated to my device or IOS devices in general. For the last 6 months I have had multiple crashes, glitches, and occasional lag during game play sequences. I have written to customer service and posted on their forums about this and have yet to receive any adequate information regarding this. I have tried to help others that have had issues with game center interfering with playing the game via the forums while their questions and pleas for help have gone unanswered for weeks and months at a time. I even tried to get someone to walk me through every step of trouble shooting and then having me post whatever I could to help anyone with similar troubles. The above problems have cost me time reloading the game over and over. This has cost me prizes during arenas several times over the past few months. Sometimes in these arenas the game crash just means restarting the app, and when I return to the arena my character immediately goes back into the fight. Roughly 1 in 5 results in an immediate death of my character which will cost me arena streak wins and individual wins. Also, my alliance relies on my characters for their alliance quests, but recently my game crashed twice resulting in one of my characters losing 50% of their life TWICE. This resulted in us not being able to complete the quest, thus losing event and alliance quest points and crystals. Even if it doesn't crash fighting tough (mini boss, boss, etc) battles will still cause lag resulting in a loss of health or in most cases, death. The list can go on but to keep this brief this is the only Kabam product I have ever used and the first I have spent actual money on. Most likely this is also the last. I have no idea how to actually compensate myself and my alliance for what has happened. I will keep playing for as long as my alliance will still have me, because they are good people and the only reason I still play.

Desired Settlement: Some kind of (above) adequate compensation to my alliance and myself for the past few months of negligence and apathy for one of the highest revenue producing mobile games. This can be either in game credits, MANY (I stress MANY) of the health potions and revives or shards or catalysts you have considered adequate in the past for in comparison MINOR problems, or as these problems continue a whole cash refund.

Business Response: Initial Business Response /* (1000, 5, 2015/12/30) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any frustration that this matter may have caused you. We have received reports of various performance issues on several platforms from a few players, and we are is currently optimizing the way the game runs on as many devices as possible to ensure the experience is a smooth one. Additionally, we are making changes to the infrastructure so that crashing is less punishing for players. We recently implemented a system that checks to see if your device crashed and reinstates your progress as if the crash never occurred. We did put a limit on how many times this occurs to ensure the integrity of the game, however, we are still exploring options to help players with crashing and performance issues. To help provide some additional context we have no way of adjusting player win streaks or guaranteeing certain outcomes would have resulted from events had players not run into issues. With that in mind, it is difficult for us to allocate prizes based on outcomes that may have happened, or alter the results of the event as they have been recorded. With that being said we would like to do our best to address your frustration so as a showing of good faith we have provided 1,000 Units to your account. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support

1/14/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Purchased items well over 1200$ dollars that I have been able to account for have disappeared from my inventory. Customer supportremors my claim Having spent a significant amount of real dollars-1200$ thus far that I can account for- these purchased items have disappeared from my inventory during a fluctuation of stats that occurred during the game. When contacting customer support, they said the matter should be resolved shortly as they acknowledged these fluctuations in game stats. When the items in question never returnei again wrote to customer support and was told they could find no evidence of my missing items.

Desired Settlement: 1200$

Business Response: Initial Business Response /* (1000, 5, 2015/12/19) */ Greetings *****, Thank you for submitting this case to us! If we understand correctly, you have some concerns related to the disappearance of items from your Hobbit: Kingdoms of Middle-earth account. We are very sorry to hear this, and we assure you that we share your concerns! We certainly understand how frustrating it may be to lose items due to circumstances that are out of your control, and we assure you that we will do our best to determine what may have occurred, and provide you with a satisfactory resolution to this matter. Upon reviewing your ticket history, we did find a case (XXXXXXXX) associated with a considerable loss of might. Can you confirm if this is the instance of lost items that you are referring to? If this is so, we would like to apologize if you did not find our resolution to this matter satisfactory. We realize that the allocation provided in this case is merely a fraction of what you may have lost, so we will be happy to investigate this matter further. Upon a thorough investigation of your Battle History, we were able to verify that a number of attacks occurred, beginning on 2015-12-07 19:27:25, which may account for these losses. These attacks appeared to begin in Battle #XXXXXXXX and end approximately 30 battles later in Battle #XXXXXXXX on 2015-12-07 21:24:06. It does appear that a considerable amount of casualties were taken on your end during these attacks as no hero was assigned to your city. This appears to be the case as a considerable amount of gold was plundered in an earlier attack on 2015-12-07 06:12:06 (Battle Report #XXXXXXXX). Please understand that in order to assign a Hero to your city to defend attacks, there must be a surplus of gold to cover your Hero's assignment costs. We certainly understand how frustrating this may have been and we do apologize for any confusion that this may have caused. While we are typically unable to provide restorations of troops as these attacks appear to have occurred legitimately, we have provided your account with a partial restoration as a special courtesy. You may need to restart your application to see this change. We thank you for your patience and understanding and we hope that this information helps to bring some clarity to this matter. Should you have any other questions or concerns, please feel free to contact us, and we will be glad to help! Best regards, Kabam Support

1/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Offer o 100f units and energy refill could not be claimed and customer service has refused any helpful solution. On 12/13/15 Kabam offered players of Marvel's Contest of Champions 100 units and a full energy refill to be claimed. While attempting to claim this offer, nothing happened, the dialogue box would not close and the units and refill were not added to my account. The game had to be closed in order to play again. When the game was restarted, the offer was gone and nothing was added to my account. Knowing that this was an odd occurrence, I took screen shots of the dialogue box that would not close, the offer, and the screen after the game restarted showing nothing was added to my account. I first contacted customer service on 12/13/15 about this issue and received a response by***** that offered no resolution to this issue.***** simply stated that I had claimed the offer on 12/11/15 (two days before it was even offered) and went on to list my purchases of crystals that were not even available during the date that this issue occurred. On 12/14/15 I replied to***** again stating that the units and refill were not added to my account, I supplied him with all of the screenshots I took proving that nothing was added to my account. On 12/15/15 I received a reply by***** that simply stated that again, on 12/11/15 I received this offer (again, even though it was two days before it even appeared). I asked for the units and refill to be added to my account, but no actions were taken by Kabam to help resolve this issue. I have been a loyal customer for a year and their response, or lack thereof, is extremely dissatisfying and I feel that they should make good on their offer that was advertised, but never credited to my account. Should you decide to resolve this case, my player name is *********

Desired Settlement: I simply want the 100 units and full energy refill added to my account, which was what the advertised offer said I would get, but malfunctioned. Honestly after being a loyal player for the entire existence of this game and having to go through *** to get something as simple as this resolved, I should be asking and receive for more.

Business Response: Initial Business Response /* (1000, 5, 2015/12/23) */ Hello, Thank you for taking the time to submit this to case to us. From what we understand you recently linked your account to a Kabam ID, but have been experiencing difficulty receiving the rewards for doing so. We would first like to apologize for any confusion, or frustration that this matter may have caused, however, we were able to verify that the rewards for linking your Kabam account were provided to your account on 11/12/2015, 12:33:41 AM. We are not sure where the confusion is coming from, and in these situations we are typically unable to provide the rewards to players accounts as we were able to verify that they were received, however, we have decided to make an exception for you in this case and have provided the 100 Units, and Energy Refill to your account as a showing of good faith. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Kind Regards, Kabam Support

1/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Kabam exploits prices on in game items. Their customer services is non existent. When you submit a ********* to them it is almost always ingored I have been a paying customer to and played kabam games for more than a year. and recently they are implementing changes to game which are extremely unfair and clear cash grab. i contacted support regarding the reason behind these changes and got no held whatsoever. they are completely ignoring the entire player community and paying customers.

Desired Settlement: Leave the game as is and don't change it. As a paying customer i didn't spend hundred of dollars on a game and have it change dramatically and unjustly

Business Response: Initial Business Response /* (1000, 5, 2015/12/10) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any frustration that these changes may have caused, as we understand it can be disappointing when an in game change negatively impacts your experience. Marvel Contest of Champions is a dynamic, online gaming experience with features that consistently get modified, and the intention is always to make changes that best suit the satisfaction of our players, but we also have to make changes that, though, unpopular at the time, allow us to make improvements later down the line. For instance now with this change we have much more design space to work with, and design levers to balance around. This could mean a large amount of positive changes for the community in the future such as increased healing on Potions, or improved Quest Rewards to name a few. We can not guarantee that these or any other changes will be made, but it gives us much more room to do so if we decide to go down that route. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I dont accept that response because the game is changing for the better of not the players but only in efforts to make more money from us. I myself won't be giving kabam any more money if they don't care about the customer Final Business Response /* (4000, 9, 2015/12/23) */ Hello, Thanks again for taking the time to submit this to case to us. Again we would like to apologize for any frustration or disappointment that the recent changes may have caused you. As mentioned previously we do our best to update the game so players can continue to enjoy it, however, in order to do so we do have to make balance changes that are unpopular initially. We do believe that these changes were necessary and will help the game and community in the long run. On that note providing any compensation for an in game design decision is beyond the scope of what we can provide. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support ********* Response Date bumped because: Holiday Final Consumer Response /* (4200, 11, 2015/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) So it's pretty much you don't care about the customer base and paying customers. It's ridiculous that you get away treating your customers the way you do. All you did was respond with a mediocre response and brush me aside just like you do all your customers. I think I'll stop giving this game any money and I hope that most people go that same route. I myself will never download another kabam game and won't ever spend a single penny more on this, but you don't care you already got my money like so many others. Thank you for caring about yourself and only that.

1/8/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I feel mislead & duped by Kabam's advertising to attract paying customers to pay actual money for opportunities in game that are hardly ever fulfilled On multiple occasions Kabam's Marvel Contest Of Champions asks that players spend money to buy units in which they can use to purchase specific 4* champions. I have experienced myself and have also spoken to many other players who experience spending a lot of money to buy these 4* crystals. Once purchased we later find that we do not get ANY 4* champions let alone the ones that are specifically being advertised by crystal type. In fact, today I purchased 48 specified 4* champion crystals did not even get the 3* version or 2* version of the specified champion. What I see, and many others are seeing, is that Kabam is really offering a 1 in 10,000,000 chance of winning a character. To me, this is misleading advertising focused to coerce their loyal customer base into gambling for a specified champion only to not even win a weaker version of said champion. This is a BIG problem and will only continue to decrease their *** grade even further and eventually their player base. I think they should do what it takes to make their players feel like they are not being "taken for ride" and retain the base that has made them what they are today. Alternatively, they should advertise the exact chance you have of winning. I can guarantee, if they did that they would cease to exist as a money making entity. Honor your players, honor your ads, honor the base who made you who are, and you will thrive Kabam. Be honest or do not be in business. We like to play to have fun not to have what little funds we have to be taken away under misleading pretenses.

Desired Settlement: I would like two 4* awakened versions of one of four champions that I specifically sought out to purchase this year or a full refund from the associated transactions. Preferably an awakened 4* red devil.

Business Response: Initial Business Response /* (1000, 5, 2015/12/16) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any confusion, and frustration that the Crystal feature may have caused. We first wanted to clarify that purchased Crystals do offer a chance at a 4 Star Champion, but do not guarantee a for Star Champion. Similarly, Specialty Crystals that contain featured Champions offer a chance at that Champion (these Crystals offer a higher than average chance at the featured Champion), but do not guarantee that specific Champion. There are several in-game factors which determine the drop rates of Champions, but please know that these factors were created with players concerns and feedback in mind. We believe that our system keeps a strong balance of offering an opportunity to win while maintaining the rarity and integrity of those valued items. With that in mind allocating 4 Star Champions, or a refund of services rendered for this matter is beyond the scope of what we can provide in this situation. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/12/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was no refund, partial refund, or even hero credit. These things are free for Kabam and I mean its existing software that would cost no money for Kabam whatsoever to dish out for customer retention and they refuse to do it even in partial form. That is sad. Final Business Response /* (4000, 9, 2015/12/23) */ Hello, Thanks again for taking the time to submit this to case to us. We would like to apologize for any disappointment or frustration that this matter may have caused. As mentioned previously providing a 4 Star Champion to your account, or a refund of devices rendered is beyond the scope of what we can provide in this situation. The purchases you made were of appropriate value, and providing a 4 Star Champion to your account would be unfair to the players in the community that has won them from Crystals or as Arena rewards. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support ********* Response Date bumped because: Holiday Final Consumer Response /* (4200, 11, 2015/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am sure that Kabam will make it seem impossible and costly to them to make a customer satisfied. I know for a fact that people got refunds for their Deadpool purchases which were nerfed. Oddly enough I was not one of these people even though I purchased Deadpool outright. I also know of several other settlements Kabam has done. The fact of the matter is that this is free for Kabam. They press a button and "KABAM!" a happy customer who has paid money to this account is made. To offer nothing or not even meet half way is unacceptable. Be a good business. This is not a restaurant where they have to make a brand new costly dish using cook's time toward a dissatisfied customer. This is not a car repair where they have to replace some costly part and hundreds of dollars of labor. This is literally a button push for them with some made up software. This is why their *** grade continues to drop. So no, I will not accept any response that does not even attempt to meet in the middle or better.

1/8/2016 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I spun a Premium Hero Crystal, the crystal stopped and landed on a 4* Black Bolt. Instead of being awarded 4* Black Bolt, Kabam gave me 2* Ronan On December 3, 2015 at 7:10am CST, I spun a Premium Hero Crystal, the crystal stopped and landed on a 4* Black Bolt (of which I have a screenshot of my phone should it be needed). Instead of being awarded 4* Black Bolt, Kabam awarded me 2* Ronan. I have contacted Kabam support and received four separate template responses. The first saying that it was my device that caused the lag/error and that the character would not be awarded to me. Yet, they also indicated that they have had complaints of this issue in the past and "our game team is working on a fix for this" I replied that I was not satisfied with their answer and I asked them to again explain how the animation of the crystal stopping on a specific champ and awarding an all together different champ can occur. Their response was still no but this time due to game animation errors, they would not award me the 4* Black Bolt that I spun a Premium Crystal for and landed on because "the requested Champions are really rare and can only be won from specific Crystals or Arena Events"...such as the Premium Crystal that I opened and got the 4* Black Bolt in. Also per Kabam, they cannot awarded me the champ retroactively because "allocation of such valuable Champion to a player will surely affect the fair gameplay across the WORLD" Kabam offered and placed in my game (even though they have "a strict policy for allocating items to any players account") 4 versus crystal. Versus crystals are good for extremely minor awards, none of which are 4* champions. With their offer, I had a 0% chance of landing on the champ in question. Since I cannot willingly return these crystals to Kabam, they still sit in my account, unopened because I do not feel this is adequate compensation for my lost champion. As of today, December 11, 2015, Kabam is no longer replying to my concerns as they have deemed the ticket to be closed, despite not correcting the situation.

Desired Settlement: I would request that Kabam refund all money spent in the last three months on the game, $209.96, as a result of their deceitful and knowing bait and switch tactic as evidenced here. If Kabam is not in the practice of refunding money, then I will accept 6,470 units that total the amount of money spent on this game. This unit total allow for me attempt to obtain the 4* Black Bolt I should have rightfully been awarded.

Business Response: Initial Business Response /* (1000, 5, 2015/12/16) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any confusion, and frustration that this matter may cause. After reviewing your account we were able to verify that the Premium Hero Crystal did indeed provide a 2 Star Ronan, and not a 4 Star Black Bolt. To help provide some additional context once the player has clicked on Open Crystal the system runs an algorithm to determine the Champion that you will receive and then will display the Champion being won. This is due to the fact that computers must first process a result before they can display the result to a user. For instance in real life the order of events would be spin -> land on item -> receive item, however, in the virtual space the order must be calculate spin -> display spin to user. With that in mind providing a refund for services rendered, or providing any additional compensation is beyond the scope of what we can provide in this situation. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 8, 2015/12/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response. You have admitted to a glitch in your game, be it your algorithm, your virtual sever or real life error. You acknowledge that your game will allow the user to believe they have gotten one item from your service when in actuality we have received something entirely different. That is unacceptable to pay for an item, via real money or time spent in game, and not at the very least be offered something of like value in return, when the end product is faulty by the company or their service. My counter offer is three 4-star crystals added to my account. Your company will not be out real money, you will show you're willing to go the extra steps to ensure customer satisfaction and I will have three attempts at acquiring the hard to get champ I so rightfully earned the first time. One crystal replaces the 4-star I lost and the other two compensate me for my time and energy in seeking this corrective action. Thank you for your time and consideration. Final Business Response /* (4000, 10, 2015/12/23) */ Hello, Thanks again for taking the time to submit this to case to us. We would like to apologize for any disappointment or frustration that this matter may have caused, however, we have not made any indication that the Crystal did not provide, or display the correct Champion in this instance. As mentioned previously the 2 Star Ronan that was provided to to your account was the correct Champion, and allocating any additional resources or a refund of services rendered is beyond the scope of what we can provide in this situation. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Final Consumer Response /* (4200, 12, 2015/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I stand by my screenshot evidence that the correct champ was displayed on the bottom of the screen in the form of 4* Black Bolt and that Kabam is willingly playing a bait & switch game with respect to this instance. I formally do not accept this resolution as there is none provided. ***, please provide me my next course of action as I would like my submitted ********* and rejection of the "proposed" resolution to stand and remain open. I would like to formally rate the company as poor, zero stars and have my negative rating be reflected and reduce this company's clearly incorrect A+ rating.

1/8/2016 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: A new game "update" to force the user to pay will be made live today. This game became a pay to play game while it used to be free Aside from the item cap that will destroy one of the last free parts of the game, kabam has intentionally reduced the drop rate of energy refills as well as the 3* and 4* heroes to make the user buy and pay. This game used to be free and was fun however forcing players to pay in order to play is deceiving. You created a feedback thread on your forums and after 120 pages of people telling you not to do so you still wont listen.

Desired Settlement: I seek for either the removal of the item cap and restoration of the previous drop rates for energy refills and characters or a refund of ALL my funds as this game will become something I do not want to be associated to or an allocation of enough units to make up for the potions I will be loosing and also the max amount of lvl 3 and 4 units and revives possible

Business Response: Initial Business Response /* (1000, 5, 2015/12/08) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any frustration that these changes may have caused, as we understand it can be disappointing when an in game change negatively impacts your experience. Marvel Contest of Champions is a dynamic, online gaming experience with features that consistently get modified, and the intention is always to make changes that best suit the satisfaction of our players, but we also have to make changes that, though, unpopular at the time, allow us to make improvements later down the line. For instance now with this change we have much more design space to work with, and design levers to balance around. This could mean a large amount of positive changes for the community in the future such as increased healing on Potions, or improved Quest Rewards to name a few. We can not guarantee that these or any other changes will be made, but it gives us much more room to do so if we decide to go down that route. With all of this being said providing a refund for services rendered is beyond the scope of what we can provide in this situation. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I cannot accept this response as you clearly mention that there are no future plans for this change and it's made "just in case". If you consider that a change that has a clear opposition by all players (as stated on the forum 140 pages) is something that you should continue then it's a sad direction you are taking. Furthermore, you didn't address the fact that the drop rates for items and heroes in the last week have drastically changed for the worst. When will you tell us the drop rates or at least accept that you manipulate them constantly? You claim that a refund is something you can't provide, then I would request from you XXXXX units so that I can get enough potions and revives that I'll be losing due to the useless cap you have set ,2 4* crystals due to the manipulated hero drop rates we have experienced and 20 full energy refills as these have DISAPPEARED from the arena crystals. Thanks Final Business Response /* (4000, 9, 2015/12/16) */ Hello, Thank you for taking the time to submit this to case to us. As mentioned previously we wanted to open up the design space allowing us to be more flexible with content that used Consumable Items. We felt that the previous system limited this design space, and so we decided to make a change that we believe will be beneficial to the game and community later down the line. In regards to your drop rate concerns there are several in-game factors which determine the drop rates of Champions, or items in general, but please know that these factors were created with players concerns and feedback in mind. We believe that our system keeps a strong balance of offering an opportunity to win while maintaining the rarity and integrity of those valued items. With that in mind allocating any additional resources to your account for this matter is beyond the scope of what we can provide in this situation. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Final Consumer Response /* (4200, 11, 2015/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) They do not offer any solution at all. They justify their change with a lie.

1/4/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Refusal to give me what I paid for. I was under the assumption I had sold a catalyst when I really never received it. I bought all 3 of the cyber monday deals which would have put me at four tier 4 catalyst I then went into my inventory and started selling catalyst to make room for others and began to freak out because I only had three tier 4 catalyst. After going back through however I realized I never got it in the first place I did receive the units but not the catalyst so all I need now is my catalyst from the deals on Monday. i have contacted them numerous times only getting one actual response while the other correspondence being generic emails telling me to refer back to the original case.

Desired Settlement: I want my tier four catalyst.

Business Response: Initial Business Response /* (1000, 5, 2015/12/10) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any frustration that this matter may have caused. With that being said we did want to begin by mentioning that your original correspondence with us case XXXXXXXX was addressed within 3 hours of being submitted. The next for cases that were submitted were closed due to the fact that the subsequent cases were regarding your original concern, and your original correspondence was still open. We have an obligation to address each players concern in a timely manner, and in order to do so effectively we ask that players limit their correspondences with us to one per issue. With that being said after investigating your account we were able to verify that all three qualifying purchases provided Tier 4 Catalysts to your account. Due to the fact we were able to verify the Catalysts were received on your account, and the fact that we are unable to reverse any sold Catalyst transactions allocating an additional T4 Catalyst to your account is beyond the scope of what we can provide in this situation. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still do not believe it received one of the catalyst I paid for and I will accept nothing more than its return. Final Business Response /* (4000, 9, 2015/12/23) */ Hello, Thanks again for taking the time to submit this to case to us. We would like to apologize for any confusion or frustration that this matter may have caused. As mentioned previously we were able to verify that all three of your purchases resulted in the T4 Catalysts being provided to your account. For additional clarity we have provided the exact times the Catalysts were sent to your account. - 135 Unit package Mon, 30 Nov 2015 18:20:17 GMT - 275 Unit package Mon, 30 Nov 2015 18:20:54 GMT - 850 Unit package Tue, 01 Dec 2015 03:03:27 GMT As mentioned previously due to the results of our investigation allocating any additional T4 Catalysts to your account is beyond the scope of what we can provide in this situation. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support ********* Response Date bumped because: Holiday

1/4/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I never heard of this company and they have been taking money out of my account sense August and I just caught it because I never check my statement. I tried contacting them but no answer and you can't talk to a live person. These people has taken money out if my account 2 to 3 times a day 4.99-9.99. I need to speak to someone asap

Desired Settlement: I want all of my money back and I would like to speak to someone from the Company

Business Response: Initial Business Response /* (1000, 5, 2015/12/15) */ Greetings, Thank you for taking the time to submit this case to us. We understand that you have noticed charges on your account that you believe to be unauthorized. Our recommendation is to contact your credit card company to replace your card and to report the fraud. Thank you for your time and patience. Regards, Kabam Support

1/4/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Thier game promotes gambaling the Japanese gotcha model. They also falsely promise items to get you addicted to the game. The company in general they do not promise what is advertised. When you are dealing with customer service they are not handling the poem they give you a pr copy and paste response. I spent 1500 for a crystal that advertises a charecter and when I demand other they told me it is a game of chance and it's not guaranteed. If it is not guaranteed then do not post the charecters and get every ones hopes up. They use I'll ageless sales practice and this game is border line gambaling and should be regulated. They don't listen to Thier comunity even if we are screaming at then and is one of the worst companies that I have felt with as a cusromer. The items are intrinsically worthless and can be manipulated by a click of the button and the items are outrageously priced. I got suckered in because I am a fan of marvel and they do not do the marvel name any justice and should respond to Thier unjustifiable business practice. Also if BB is mentioned in the forum they take it down saying it violates forum policy and is disrupting the game inviormwnt and disrupting employee work flow and are tryind to hide behind thier terms of aggrement which thwy have violated them selves alws they are violating 1st Amendment rights buy taking down posts that mention BB.

Desired Settlement: Refund of all my money spent in game and a real apologie for the way they treat Thier consumers.

Business Response: Initial Business Response /* (1000, 5, 2015/12/10) */ Hello, Thank you for taking the time to submit this to case to us. There are several in-game factors which determine the drop rates of Champions, such as Specialty Crystals containing a greater chance at the featured Champion, Class Crystals only providing Class Champions, ect. We believe that our system keeps a strong balance of offering an opportunity to win while maintaining the rarity and integrity of those valued items. We also wanted to mention that though the featured Crystals indeed have increased chances at obtaining the featured Champions the difference may go unnoticed depending on the sample size. Increased chances does mean that it is much easier to obtain the featured Champion, however, it is still possible to have a bit of bad luck and not obtain the Champion. With that being said providing a refund for services rendered is beyond the scope of what we can provide in this situation per our Terms of Service which has been linked below for your convince. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support https://www.kabam.com/corporate/terms-of-service Initial Consumer Rebuttal /* (3000, 7, 2015/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is the same pr response that has been given to me before. They promote gambaling so that they can make as much money as possible. Thier business practice may be not be illegal but it is unethical. They treat thier customers like work horses and when you have a disagreement with them they ignore you buy handing out these pr responses instead of actually trying to make the customer happy. I spent 1200+ plus dollars and telling me it's bad luck means they rely on gambaling practices to make income on the game. These practices are even illegal in some states which nullify Thier TOS. I belive in the brand but not the company who is trying to milk as much money as possible. I spent a lot on this game and should not be treated as if I am asking somthing for free. I invested in this company and if they want to continue treating Thier customers this way, they will create an enemy and I will go after the company untill they fix thier business or they shut down. I understand they need to make money but they have no right to treat Thier customers as disposable objects they have rights, ethics, and morales. Which this company clearly lacks.if they continue giving these thoughtless responses and do not settle or give what I asked originally which is the charecters promised I will file with the federal trade commission. Thier Chief financial officer has been indicted in the past and was released on technicalities and I am sure the FTC would like to check up on him to see how he is doing. If kabam keeps sending response like this and treating thier customers like disposable income I will make sure there will be war with the public and goverment. (I mean non violent war by turning them in to various agencies, so please do not take that as a physicall threat which you acuse your customers all the time so you don't have to deal with them.) Final Business Response /* (4000, 9, 2015/12/23) */ Hello, Thanks again for taking the time to submit this to case to us. Again we would like to apologize for any frustration or disappointment that the Crystal system may have caused, however, we do believe the current chances for 4 Star, and featured Champions keeps a strong balance of offering an opportunity to win while maintaining the rarity and integrity of those valued items. For instance if 4 Star Champions were easy to obtain there would be no value in having them because everyone would have 4 Star Champions. This is the same reason players are not excited about obtaining a 2 Star Champion, because the Champions are so common that each player has them. As mentioned previously providing a refund for services rendered in this matter is beyond the scope of what we can provide in this situation. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support ********* Response Date bumped because: Holiday

1/4/2016 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Kabam Inc has made changes to the Hobbit game, that have been so extreme, that its completely devalued the money I have invested into the game. The ticket on this was originally made to kabam under case #XXXXXXXX. A posting was also placed in their forums, Events and Contests, a reply to Kabam Christian's post "Hobbit Hallowed Eve Prizes and Event Schedule" my posting in found in page 7, my user name is Foamfollower2. There seems to be a drastic change in the way, Kabam is running their hobbit kingdoms of middle earth game. The change seemed to take place when they choose a new "fellowship" group. Kabam seems to be taking too much advice from this group impacting the game in a very negative fashion. I am a spender, we are a minority in the community, but we also pay for the game. Over the course of the last two months, there has been a shift in game where "spenders" are no longer relevant. Things that were purchased with real money is now offered to people for basically free. Any advantage that a spender or a spending alliance was all cancelled out in a matter of 60 days. I have spent many thousands of dollars on this game, to be a top player and I run an alliance that over the course of this game has always been the top alliance. We have become average because Kabam has offered things we spend cash on to people that can now get it for free. During the current three week competition, they further compounded this discrepancy by refunding one players lifetime mith purchases before this competition started. This also upset the fairness of the competition. Changing the way my alliances and other alliances could compete. This game is ruined unless Kabam makes changes and I would like a refund in cash or mith for the money I have invested in this game.

Desired Settlement: I am requesting a 50% refund of all the money I've spent on this game or the same value in mith.

Business Response: Initial Business Response /* (1000, 5, 2015/11/05) */ Hello *******, Thank you for submitting this case to us. We understand that you have some concerns related to recent changes within the game and we **** be happy to address this matter for you. We assure you that we very much value the opinions of our loyal customers. Your concerns are very important to us, so your feedback is something that we **** certainly take into consideration as we move forward. Please understand, however, that as it is our goal to create an environment that is fun and competitive for all of our players, we do feel that it is important to be more inclusive when planning our events. While we do want to provide our players, both spenders and non-spenders alike, with an opportunity to remain competitive during events, players who choose to spend **** generally hold a distinct advantage. For example, in recent Galadriel's Tokens Collection Events, while both spending and non-spending players have opportunities to collect Galadriel's Tokens by Mining, spending players can also choose to purchase Galadriel's Tokens Chest from the item shop. As another example, in Campaign High Score Events, while players can utilize Stamina Refill potions, they can only be used up to a certain limit. Once this limit is reached, Mithril must then be used in order to progress further into the Event. With regards to the Hobbit Hallowed Eve Event Series, we would like to offer our sincerest apologies for any confusion caused, but we do feel that our team did take the appropriate steps to restore the balance of this Event. While we cannot comment specifically on the actions taken due to our security and privacy policies, we do believe that the final results of this event were fair and ultimately unaffected by the issue that you had mentioned. Finally, with regards to your request for a refund, we do apologize for any inconvenience that this may cause, but we must inform you that we **** be unable to honor a request for a refund as this action would be against our Terms of Service. You can can refer to section 7 for more details regarding Kabam's refund policy. https://www.kabam.com/corporate/terms-of-service We hope that you understand our position in this matter. Best regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not appreciate your generic form response. You guy drastically changed the series even after being warned by certain fellowship members that the change was very detrimental to spenders. You guys removed any spender boss kill tourneys. And you are currently listening to a fellowship that receives no input from spenders. This game is paid for by spenders, you can not run things based on the majority of non spenders. The correction you talk about was suspending the account of the person the unfairly impacted the gladrial token collecting event, this was done after the fact, when it was too late for other players to spend and catch up. You also refunded this player in mith, a lifetime refund of mith because is account was accessed by an "unknown" player that dismissed his troops and cities. This is also a violation of your "tos" so obviously if you did this to that player you can refund 50% of my purchases in Mith. I have documentation going back 2.5 years all of my correspondence, and screen shots from forums, line chats and interactions w fellowship members and other players. We can go class action if you can not resolve my issues. You guys for years have put out flawed game updates and products without adequate testing. You have punished legitimate players that work within the rules and allowed rampant cheating without consequences always citing "privacy" and not being transparent. You still allow players to use third party software to gain an advantage. I have screenshots of alliances teaching their players to use "bluestacks" to cheat (and yes it has been reported), you guys then change the game removing legitimate, spending advantages, which only further rewards cheating alliances. I have thousands of shield walls and battle cries that were legitimately purchased not gained by using "third party software" I have mail messages from kabam saying once cap was reached some compensation would be provided, this never happened. My advantages over gear was erased in a few weeks because Kabam decided to level the playing field before the last season series, and ironically the one thing my alliance didn't have "Thorin 4" they didn't provide, giving non spending alliances an advantage. I have spent thousands of dollars only to be mediocre again. You guys need to provide compensation in order to fix this. I **** take an equivalent in mith of 50% of my life purchases. I have plenty of copies of correspondence between kabam, forum screenshots and players screenshots. Final Business Response /* (4000, 9, 2015/11/25) */ Hello *******, Thank you for the update. We would like to assure you that your business and satisfaction with our games are very important to us, and we certainly understand how frustrating these issues may have been. So that we can handle your concerns directly, we have opened Case #XXXXXXXX in our Support system. You should be receiving contact from our team shortly to discuss these issues. We thank you for your patience and understanding in the meantime! Best regards, Kabam Support Final Consumer Response /* (4200, 11, 2015/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am currently working with Kabam on a resolution, but we have not agreed on one.

12/29/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Kabam, bait & switch has changed their product that I have paid money towards. they have changed the terms and conditions,product is not the same i have spent a total of about $50 on several different items and times through google play. i paid money willingly towards entertainment and a game that i enjoyed. through time Kabam has made changes to the product. to where it is not enjoyable to play any more.. the product i bought is not the same and its not fair to consumers for items to be changed and or altered.. its like buying a fully loaded car only to have the dealer come to your house and take the power windows back. its a bait and switch and is not fair for consumers who have spent money and time. they say the changes are for the community who play the game but its pure greed and there drive to get players to spend more money money. they have made changes to the game that don't benefit the end user only the company.

Desired Settlement: i would like a refund of money spent as well as see them revert the changes they made to the game with out notification to the users.

Business Response: Initial Business Response /* (1000, 5, 2015/12/10) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any frustration that these changes may have caused, as we understand it can be disappointing when an in game change negatively impacts your experience. Marvel Contest of Champions is a dynamic, online gaming experience with features that consistently get modified, and the intention is always to make changes that best suit the satisfaction of our players, but we also have to make changes that, though, unpopular at the time, allow us to make improvements later down the line. For instance now with this change we have much more design space to work with, and design levers to balance around. This could mean a large amount of positive changes for the community in the future such as increased healing on Potions, or improved Quest Rewards to name a few. We can not guarantee that these or any other changes will be made, but it gives us much more room to do so if we decide to go down that route. With all of this being said providing a refund for services rendered is beyond the scope of what we can provide in this situation. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support

12/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Product satisfaction, customer service and theft I have used/played Marvel's Contest of Champions game created by Kabam for approximately one year. During that time I have experienced: -Over 100 instances in which the game has shut down -I have been incorrectly reimbursed for items -Spent hours dealing with customer service via online and email -I have spent hours on the phone using their menu to try and speak with a person, only to leave numerous messages without ever receiving a response -I have competed in a multi-day event, only to have the entire result erased/invalidated I have sent email messages to support, ***** ****, ***** **** and others seeking reimbursement, but I have never received any response.

Desired Settlement: I am requesting a refund of $1000.00 (USD) to compensate for the amount spent in game. This amount does not compensate for the time I have lost.

Business Response: Initial Business Response /* (1000, 5, 2015/12/10) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any frustration that your previous correspondences with us may have caused. With that being said it does appear that all of the your previous correspondences have been addressed, and most were resolved satisfactorily. On that note we will be going over each of these below. Before we do that we did want to mention that we do not offer phone support, or live chat which is the reason that you experienced difficulties getting in contact with a Support Representative when you called our office. We do have a dedicated Support Team that is able to address all of your in game concerns as our CEO, and executives are very busy, and will likely not be able to respond to any emails regarding in game issues. We have reviewed each of the cases that you have submitted in the last 60 days and will be beginning with case XXXXXXXX submitted on October 8th. In case XXXXXXXX you experienced a technical issue that caused your device to crash losing an estimated 300 Units. We did our best to help you out in that situation, and provided 250 Units and a 3 Star ******* to your account. Afterwards you thanked the agent for the allocation thus ending the correspondence. In case XXXXXXXX which was submitted on the 28th of October you had a concern regarding the Willpower mastery where you provided feedback regarding its current affect on the Contest. We thanked you for your feedback and provided 5 Arena Crystals as a showing of good faith for the frustration. After our response you did not respond back, and therefore the case eventually closed itself out. In case XXXXXXXX submitted November 22nd you contacted us concerned with an issue regarding your forum account, specifically the inability to post on the forum. In this case the agent notified you that we are aware of the issue, and are working on resolving it. However, in the mean time they provided workaround steps that you should have been able to use in order to post on the forum. Again you did not respond to this case indicating the matter had been satisfactorily resolved. For case XXXXXXXX submitted November 27th we will admit that we dropped the ball as the agent did not provide a proper explanation of the situation. We discovered an issue in the previous Alliance Quest that was allowing players to gain more points than they should have been able to achieve. We decided the best way to address the issue was to allow all players to keep the prizes they achieved in the event, return all consumable items used during the event so they could be used in future events, and allow all Alliances to remain in either the Tier they began the event in, or the Tier they ended the event in, depending on which Tier was higher. Despite the poor explanation the agent did provide additional compensation for the frustration that this matter caused on December 2nd, and linked the forum post where this matter was being discussed by us and the community. The case has since closed out due to the fact that you did not respond, indicating a positive resolution. In case XXXXXXXX you again experienced a technical issue resulting in a loss of Units. We did our best to help you out in this situation as well by providing a total of 850 Units, (3) Level 3 Alliance Quest Health Potions, and a Level 3 Alliance Quest Revive which is the most we can do in the situation. Due to the fact that you have now contacted us through the Better Business Bureau this correspondence, and any other correspondences in our normal Support channels have been closed, and will be handled in this *** case. Cases XXXXXXXX and XXXXXXXX that were submitted on December 3rd were closed due to the fact that they were the same issue reported in case XXXXXXXX. Due to the fact that we have an obligation to get in touch with each of our players we do ask that players only submit one case per issue, as this allows us to efficiently respond to all players requesting our assistance. After thoroughly investigating each of your recent correspondences with us we do believe that we have provided the maximum amount of compensation that we can for each so any further allocations to your account for these issues is beyond the scope of what we can provide. Additionally, we will be unable to provide a refund for services rendered which is stated in our Terms of Service that we have linked below for your convince. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support https://www.kabam.com/corporate/terms-of-service

12/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I find that kabam is in the practice of bait and switch in one instance I purchased crystal that offered a 2x chance at receiving a 3 or 4* crystal I in one instance I purchased crystals that offered a 2x chance at receiving a 3 or 4* crystal I was hoping this would give me the chance to win my favorite champ the Hulk but instead all that spun were 2* champs not one 4* champ was made avail. I spend over 600 units and all I received were 2* champs.

Desired Settlement: I don't want a refund I would rather the 4* hulk that I was in search of. but if I cant get that I would like to get my units back.

Business Response: Initial Business Response /* (1000, 5, 2015/12/01) */ Hello, Thank you for taking the time to submit this to case to us. There are several in-game factors which determine the drop rates of Champions, such as Specialty Crystals containing a greater chance at the featured Champion, Class Crystals only providing Class Champions, ect. We believe that our system keeps a strong balance of offering an opportunity to win while maintaining the rarity and integrity of those valued items. We also wanted to mention that though these Science Crystals did indeed have increased chances this does not guarantee a 3 or 4 Star Champion, and the difference may even go unnoticed depending on the sample size. Increased chances does mean that it is much easier to hit that lucky 4 or 3 Star Champion, however, it is still possible to have a bit of bad luck and only obtain 2 Star Champions. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I feel that I should receive my units back seems like a shady way of doing business Final Business Response /* (4000, 9, 2015/12/10) */ Hello, Thanks again for taking the time to submit this to case to us. We would like to once again apologize for the frustration that these Crystals may have caused you, however, the Crystals advertised increased chances, and contained increased chances despite your final results. Due to the fact the Crystals purchased were functioning correctly, and the contents of the Crystals were provided to your account, allocating any additional resources is beyond the scope of what we can provide in this situation. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support

12/22/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Kabam has had false, misleading and irresponsible practices in advertising events and prizes for its Marvel Contest of Champions Game There are three incidents of misleading representation of prizes that have impacted me in Marvel Contest of Champions: 1) They sent out an in-game message that they were increasing the distribution of crystal shards. This message stated that duplicated 3 star characters would result in gold shards. There were no stipulations included in this message. I worked towards earning these shards and, after several duplicates without shards being produced, I reached out to Kabam support. They then told me that some characters were excluded and it would only happen through crystal duplicates, not arena duplicates. Even though these restrictions were never explained in their promotional piece, they refused to honor the shards. 2) On their web page, they posted Alliance Quest tier prizes for all to view. When the Iron Man tournament was starting, I was offered a position with a new team (alliance). I was reluctant to leave my previous team, but it was important for me to be a part of a team that was winning these 4 star prizes. When the Arena started, I saw that Iron Man was the prize. I looked online to confirm what my prize potential would be with the new team's bracket and, once confirmed, I switched teams. Iron Man was removed from this bracket's prize potential, which was not announced until after the Alliance Quest was in the system. There was no prior notice and I left my team based on their posted information, which was current with AQ being uploaded. I later received an Iron Man in a crystal, which would have duped my Iron Man to lv 20 and provided me with 5* Shards and Iso. I reached out to Kabam to try to have these adjustments made because of their lack of communication and misleading prize claims at the start of the event, but they refused. 3) Most importantly, they recently changed the arena prize from Dr. Strange to Wolverine right before the start of the most recent event. A list of basic hero prize schedule was posted on their site. Dr. Strange is the most important character in the game and I prepared for this event for two months. I saved t4 catalysts for months in order to make sure I had what I needed to make him rank 4 after earning him. I could have brought other characters to this rank earlier, saving myself heals/revives and earning more points in arena and AQ. I also saved ISO in preparation for this, again costing me the same thing. I even coordinated time off of work to make sure I could guarantee myself enough time to win the prize!!! The day before the event, they posted a message stating that they were adjusting the schedule for a new hero. When this schedule was posted for months, it is completely inadequate to post the change a day before the event. This character is so important to the game that I am not the only person that coordinated time off of work for this event. I contacted Kabam about this and they also refuse to fix this problem. The arena just finished and, as expected, I won the prize. It should be a Dr. Strange instead of a Wolverine. I need the Dr Strange. If he is not the prize for the arena Starting on Monday, then I need a lv 1 dupe version of him. This is the most important issue to be resolved, since I will not be able to coordinate time off of work again this year for the game. There is a history of the company being irresponsible with their communication distribution. It has caused me losses at numerous points of gameplay. Kabam refuses to fix these issues. Kabam is also not taking responsibility for fixing glitches that have given players incredible advantages. This is an extremely competitive game with very thin margins for winning top prizes. They have allowed players to keep dozens of free 4 star prizes (as well as cores, units, shards, etc) that were maliciously earned through glitches. They allow players to keep these advantages, yet they refuse to fix issues that put faithful players at a disadvantage.

Desired Settlement: My primary resolution would be to fix these gameplay issues. 1) Provide me with Dr. Strange 4 star prize. If he is not in the Monday arena, then a version of him duped lv 1. 2) Dupe my Iron Man to lv 20 and provide all shards and iso associated with that dupe. 3) Provide 165 gold Shards, equal to the three characters duped before Kabam informed me of the exclusions. If Kabam cannot provide these items, then I want a refund of all money spent on this game. I will switch from serious play to casual play (if I continue to play at all). We already put up with numerous technical issues and, as mentioned before, issues of uncontrolled distribution of resources through glitches. At a minimum, they should be able to fix these issues that impacted my gameplay (and work schedule)! If not, my last few months of play has been for nothing and I will not continue to play at the same level of intensity, which means my purchases were needless. I cannot find a list of purchases through my app store, but according to my credit card I have spend $40 plus tax so far. That would need to be the amount refunded if they cannot provide these items.

Business Response: Initial Business Response /* (1000, 6, 2015/11/03) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any confusion, and frustration these instances may have caused you. To provide additional context Basic Heroes won from events do not provide Crystal Shards when duplicated just like they do not provide IOS-8 and provide less Signature Ability levels. To further clarify Basic Heroes are displayed in game by the blue tint on their character portrait. With that being said we completely understand that this may not have been communicated as well as it likely should have been. On that note we will be doing our best to clarify the conditions in which you obtain items for future releases. We understand that this explanation has not actually addressed your frustration so without any further delay (XXX) X Star Crystal Shards have been provided to your account. In regards to your Alliance Quest rewards unfortunately without the time frame of the event we will be unable to further investigate your concern. Please provide the time frame of the event, the Alliance you were in prior to the event, and the Alliance you switched to. From there we will be able to properly investigate your concern. In regards to your final concern, Dr.******* was over performing in the Contest forcing players to need him in order to be competitive. Due to the fact that we felt this was harmful to the community we decided to rebalance the Champion. Knowing we were going to rebalance the Champion we decided that we wanted to give players the opportunity to try out the new Dr.******* in case more tweaks were necessary before placing him as a Basic Hero in a Arena. We understand that this was not ideal for you, and the community, but we felt that this was the better option rather than changing him after he was introduced as a Basic Hero. With that being said due to the fact that this change affected the entire community allocating the Dr.******* to your account is beyond the scope of what we can provide in this situation. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 8, 2015/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for fixing the issue with the shards. Just to clarify, I was not speaking of basic heroes with the shards, but rather regular heroes. I could only give you a 'ball park' estimate on dates for the AQ event. From what I understand, you have records for everything that happens within your game. I switched from the Wolfpack Alliance to the Mufuggas Alliance the day that the Iron Man basic hero AQ started. I am assuming you have access to the exact day in reference. If so, please verify the information described in my initial communication. Your response about the most important issue, Dr. *******, is absolutely unacceptable. First, you have changed other characters at the time of their arenas (I believe Rocket Racoon and Starlord were both changed at the time of their recent arenas). Also, you continued give Dr. ******* away in all crystal forms during this change. Even with that being said, we will not debate about the 'necessity' of changing his event time. One of your forum moderators stickied a thread advertising the order of basic heroes months prior to the event in discussion. All other events followed this order until you made an announcement of its change, the DAY BEFORE THE EVENT. I planned for this event for well over a month. This resulted in a slower rate of growth because of the items I held for this character and most importantly, my time off of work. This has caused me a significant financial loss, which was only taken to be able to guarantee myself Dr. ******* (because he is that important to the game). Plain and simple, it was advertised for a significant period of time and then changed the last second, essentially making it a bait and switch. Especially with all of the adjustments I made to account for the timing of this event, I need this resolved. Almost every aspect of your game is built on a competitive nature. This means that game integrity is extremely important. You mentioned that Dr. ******* was overpowered, so you needed to make adjustments. I can understand that, despite the fact that the people that were able to use him in his overpowered form were able to finish Realm of Legends before the change and were given additional rewards for doing so. Rapid changes in characters and RAPID CHANGES IN SCHEDULED EVENTS creates an unbalance in itself. Your game has recently been plagued with numerous glitches, with several opportunities for players to take advantage and significantly grow their characters. I know a few issues were resolved, but none were completely fixed by removing these players' advantages. I have seen a player, who was playing only for a month, jump up almost 30,000 points in player rating almost overnight because of one of these glitches. Their 5* was removed, but they still kept all of the other advantages and they surpassed ** with 1/3 of the play time. You recently gave out 4* Wolverine to many players that did not earn him in the arena. Some of these players had small scores that would have never come close to earning him, but I played for over three times their scores to properly earn him. These are a few of many examples of how your glitches have created unfair advantages for many of your players and have put me at a competitive disadvantage. Yet, you are making it difficult for me to recoup a character that I, literally, planned for months to get and coordinated time off of work for because you changed the schedule at the last second. That is absurd. If this is not resolved, I will be filing a dispute with my credit card company for all charges made to the game. I apologize for my frustration, but your misleading communication has caused me harm, which I need resolved in order to try and keep up with all of these players you have given advantages to. Thank you Final Business Response /* (4000, 15, 2015/11/25) */ Hello, Thank you for taking the time to submit this to case to us. We would like to sincerely apologize your your current frustration once more, however, after double checking our records once more we were unable to verify that the Alliance with the tag ***** participated in the Alliance Quest with Ironman. Due to the results of our investigation we will be unable to provide the Ironman, or further investigate this matter for you. In regards to your Dr.******* concerns though we do empathize with your situation this was a decision that we made, and it affected the entire community. Allocating the 4 Star Dr.******* to your account without also providing one to each member of the community would be unfair to every other player in the Contest and is ultimately beyond the scope of what we can provide in this situation. In regards to your new issue we explicitly stated that Symbiotic Spiderman was being added to the Premium Hero Crystals, and the Champion was added to those Crystals immediately after the announcement. However, we did not announce that Symbiotic Spiderman would be added to the 4 Star Crystals as well, and though we do apologize for any confusion that this matter may have caused, due to the fact we did not announce that he would be included in the 4 Star Crystals reversing your transactions are also beyond what we can provide in this situation. Again we would like to sincerely apologize for any frustration and confusion each of these situations may have caused, but these decisions are final and will not be overturned. Regards, Kabam Support Final Consumer Response /* (4200, 17, 2015/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your responses show an absolute disregard for your players. It is a shame too, since we both lose out. I wanted to purchase the last two Unit sales that were offered, but I refuse to do so until my issues are resolved. It is a shame for both of us. 1st, your response to the Iron Man AQ is ABSOLUTELY UNNACCEPTABLE. We participated in the event, so I am interested to find out how you are doing your research. First, you can check to see that I earned alliance crystals during the event, which would prove I was in it. You can also check to see that we receied the rank and milestone rewards for the event, which will also prove this. Finally, I have a picture from October 6th showing our alliance talking about our battlegroups. I can provide that picture with an email address (since I dont see a way to attach it here). This item should not even be in question and it is absurd that so little effort has been made to look into it that you cannot find it! We participated, so the information is there somewhere. 2nd, you have allowed thousands of players to keep prizes that they did not actually earn through misappropriated prizes or glitches, yet your response to me is that it would be unfair to provide me with the item because others wouldnt get it. Fix the imbalance that you have created with these other situations and you then have the right to tell me that. I suffered a huge loss (in game and out of game) because a schedule that was advertised for MONTHS was changed the last day. I take the game very seriously and coordinated time off of work for the event. Your lack of interest in providing service to a customer that has been wronged in these circumstances does not make me want to continue playing seriously. You should probably rethink your actions in this situation. Since, I have gotten a copy of Dr. *******, so providing him for duping purposes is more a show of good faith then an actual reimbursement of my losses at this point. 3rd, you have added characters to the 4* crystals before when they were added to PHC. You don't announce the addition to 4* crystals, so it is only possible to assume the addition is to both since you dont make separate announcements. You are inconsistance with the way that the heroes are added and it has caused me a potential loss. I waited for weeks to open up those crystals...I could have waited a few more days if the information was properly dispersed. Again, this is a simple remedy for a serious and loyal player, but you show a lack of interest in customer service. I implore you to work towards making your customers happy, rather than turning them away when they are wronged by your mistakes and game mismanagement. I enjoy the game and would rather be an advocate for the game and the company, rather than a naysayer that resents you for placing no value on the money, effort and time I have committed to this game. Thank you, ******

12/22/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Support Tickets I send are ignored. Integrity of the game is going downhill. Wasted resources when the developers constantly make changes to the game. I don't know where to begin. Recently I had an issue with the game Contest of Champions. I have spent money and built my team to my preference and after an update everything was messed up. I had invested in mastery points and suddenly the power index of my champions was way off. This is not an easy thing to fix, because it requires more in game currency to correct. I submitted a few tickets regarding this and did not receive a response. I wanted to reset my mastery points without having to waste more money AGAIN to do so. I purchased a $30 unit package to redo my mastery points, and it was all wasted because after this update my champions PI is drastically altered.So basically I wasted a ton of gold and units for nothing, back to square one. Also, I deleted a character on accident because of a server lag. I had intended to delete a few to gather shards for a crystal, and had carefully figured the math to sell the exact amount needed. I ended up selling one too many and was told I could not reverse this. It was not my fault that their servers go down ALL THE TIME. I do enjoy this game, but it is becoming very frustrating. Why would I sell that one champion for no reason? I am not asking for much here, just fix the issue, your servers messed up my math. Some of these champions are a huge investment of time and money, I would not just throw one away for nothing. Today, I reached my breaking point. An offer was made, by mistake, to earn a 4 star champion for a huge discount. Many people took advantage of this offer, including several from my team. This mistake is a promotion that Kabam uses to target new players, but had accidently released it for a short period of time to ALL players. Once it was discovered, after many took advantage of this offer, it was removed. I was not able to participate in this offer, but many players were. I find this very unfair and disgusting business practice. This is unbalanced and threatens integrity. Many players work hard to play this game and get anywhere or accumulate any valuable rewards. These offers should not be selective, they should be available to all players. I watched most of my team collect one or two 4 star champions today while I was left with nothing because I didn't get the offer before it was taken down. The issue is being discussed on kabams forums, and many players are outraged. I responded several times asking for fairness, and my posts were quickly deleted. Lately there have been many issues with kabam having glitches in their game, where several players have gained an unfair advantage, and the rest of us are ignored. This company tries to ignore and dodge these mistakes rather than doing the right thing and creating a balanced game where everyone has an equal opportunity. These are shady tactics and someone needs to hear about it. I am not asking for anything unreasonable here. If you messed up kabam, which is what happened in all three of my concerns, you need to make it right. Customer service is about keeping loyal customers happy, not driving them away. I do enjoy this game, but lately have lost a lot of heart to play due to these constant problems. I am horribly disgusted that I invested money into this game, which is the only reason I still play.

Desired Settlement: I want my unit and gold back so I can once again redo my mastery points to properly display my champions the way I want them. I shouldn't have to do this over and over again because you decide to make unannounced changes. I want one of my many 4 star champions back that I sold. Yes I sold several, and it was intended, but due to your server lag I sold one too many. I had my math correct and would have sold just enough to reach 10,000 shards, but somehow ended up with 425 shards extra after claiming my crystal for a 5 star champion. Why would I sell one I didn't have to? I was watching the count go up each time I sold one, careful not to go over. I wrote several tickets about this and the mastery problems, and was written off and ignored. Lastly, I want the same offer everyone else got for 4 star champion crystals for 500 shards and 1000 shards. I had 1926 shards and could have easily gotten 2 champions, but missed the opportunity. Why let many many people keep their rewards and not let the rest of us have that very same offer? that's bad business.

Business Response: Initial Business Response /* (1000, 5, 2015/11/20) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any confusion, and frustration these instances may have caused. To help provide some additional context there is no issue with the Summoner portrait display, the display is based off of Base PI rather than total PI. We apologize for any frustration that this mechanic may cause, however, it is intended and at this time will not be altered. We also understand that you have set your masteries up in a very specific way in order for the champion with the highest base PI to also have the highest total PI. Due to the fact that we are always fine tuning masteries and champions it is entirely possible that the PI will fluctuate when changes are made. Due to the fact that any changes made are intended design decisions, and the fact that the Summoner portrait is intended to display the champion with the highest base PI allocating any items or Units for this matter is beyond the scope of what we can provide. In regards to your second concern, in your original correspondence with us you admitted to accidentally selling an extra Champion due to the fact that your math was wrong, and not because of server lag. In the past this reversing the transaction was a service we could provide to players, however, we no longer offer that service. With that being said we understand that mistakes happen and as a one time exception we have provided a 4 Star Yellowjacket to your account as a showing of good faith. We did want to mention that this is the base version of the Champion and we will be unable to provide any of the upgrade materials. As for your final concern to help provide some context we were testing a few improvements to the Crystal Shard mechanic and the system unintentionally released an offer that was not meant for live servers. The offer allowed players to claim 4 Star Crystals for a discounted Shard amount beginning at 500 Shards for a Crystal and progressively scaling back up to the normal amount. As soon as the malfunction was identified we removed the offer, and only a few players were able to take advantage of it prior to removal. Due to the fact that it would be unfair to provide the offer to your account and not provide it to the rest of the community doing so is beyond the scope of what we can provide in this situation. We understand that this may not have been the exact response that you were hoping for and we would like to sincerely apologize for any disappointment that it may have caused as this was not our intention. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 10, 2015/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, and thank you for the prompt response. I do accept that the latter two issues have been resolved, however the first issue still concerns me. I have reached out to your support team and they advised me that both my top champions have the same exact base pi, which is what is causing the display issue. They told me that they have forwarded this information to the game team to review for a possible fix. I was not aware of this issue, and by trying to fix it I wasted a lot of resources in mastery points. I spent some money and feel like it was thrown away for nothing because this was not an issue until the most recent game update. I would like to request some sort of compensation for my loss of money/gold/units that could have been invested better elsewhere. Please consider meeting me in a fair compromise, for I have invested much time and money into this game. Thank you. Final Business Response /* (4000, 12, 2015/12/01) */ Hello, Thank you for taking the time to submit this to case to us. In the event a player has multiple top Champions with the same base PI the Summoner Portrait is determined by the Champion that was obtained first. Though we do apologize for any confusion that this mechanic may have caused, the mechanic is working as intended. As mentioned previously we are always fine tuning masteries and champions it is entirely possible that the PI will fluctuate when changes are made and allocating resources each time a Champion's PI fluctuates is beyond the scope of what we can provide in this situation. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Final Consumer Response /* (4200, 14, 2015/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not a resolution at all. I am a paying customer and apparently you are a business that does not appreciate your customers. Any other business makes thing right when they make a mistake. I went ahead and fixed the display issue myself, and just ranked a 4 star champ instead. The 5 star champs are useless right now anyway, I regret even getting them now. I have spent a lot of time, money, and effort to progress in this game and I expect to be treated like a valued customer. You seem to just want to blow me off and ignored your forums where several players have stated they are unhappy with the way you run your business. Your game is great, but the management seems very greedy. For everything I have sacrificed within the game, I have received very little reward in return. You have these targeted unit specials and crystal specials, like mentioned already about the discounted shard crystal. A veteran player like myself doesn't see this as fair because I didn't get that break when I first started playing. How is it fair that new players have 4 star champs within weeks when it took me MONTHS to get one. As far as my probelm goes, I wasted a lot of resources trying to fix a problem that you had messed up. I wanted to proudly display my 5 star champions that I sacrificed many 4 star champions, awakened and ranked with hard to obtain catalysts, and what is my return for this investment? I can't rank them, can't use them in arenas, and they don't even display properly because someone overlooked that they had the exact same base pi. So....I WASTED A TON OF MONEY for nothing. I wish I had never gotten them, it was obviously a bad idea on my part, but its too late for regret. My problem with you is that you fail to see that I am a PAYING customer and I paid for absolutely nothing. I feel ripped off. I tried to correct a display issue that you had caused and have no motivation to fix. Nothing was explained to me or very clear that this issue could not be fixed until I went through all this trouble to get answers. At this point ANYTHING would be fair if you want to resolve this case. You have only made me more angry by blowing me off and telling me there's nothing you can do and basically treating me like you don't care at all that I or thousands like me have paid your salary. We enjoy this game, but you need to be more fair with your players and not all about your own gain. You have the rights to use the Marvel name and Marvel characters, you should not drag its good devoted fans through the mud because of your money grabbing tactics. I understand you are a business but treating your customers badly does not give you a good reputation. If I go to a restaurant and they mess up my order, the fix it or its free. You want to tell me there's nothing you can do? Sad, very sad. This can go on and on if you want to refuse to have any accountability, or you can have a heart and do the right thing.

12/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Lack of customer support to address an issue with the game that occurred during a timed event for Marvel Contest of Champions (tournament). During a 72-hour tournament for Marvel Contest of Champions held 13-15 October 2015 (Japan time), I was locked out of participating in the 3-star event for the final 58 hours of the event. At this point, I was 2,879 points away from the next milestone (score of 87,121 which is what I finished with). I contacted customer support to have them unlock my champions (the game showed they were in the contest, but could not use them). I provided screen shots to prove they were locked. I was advised to restart the game, reinstall the game, and a few other fixes. Nothing worked and I spent a large amount of my free time trying to resolve it. Eventually, the 72-hour event ended, and my champions were released when the next 72-hour event started. Customer service then responded that my issue was resolved and closed the ticket. I requested that I be provided ALL of the milestone awards (#3-5) from the event (remaining 65 units, 4500 battle chips, 8000 gold and 3500 premium crystal shards) as well as the 3-star Elektra champion (I was on pace to complete 200,000 points per day, for over 600,000 points for the event, which based on past performance would have easily awarded this champion). The customer service rep that emailed me (on 14 November) was Nathan Parsons, who stated that he escalated the concern to the Game Team for review and will keep the ticket open until complete. Two days later, the ticket was closed without addressing the issue and you had the audacity to send me a survey a few days after that.

Desired Settlement: Credit my account with ALL of the milestone awards (#3-5) from the event (remaining 65 units, 4500 battle chips, 8000 gold and 3500 premium crystal shards) as well as the 3-star Elektra champion that I was on pace to receive.

Business Response: Initial Business Response /* (1000, 5, 2015/12/01) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any frustration that this instance may have caused you. We were able to verify that there was an issue with your account during the timeframe of this event, and on that note we have provided those Milestone rewards to your account without any further delay. However, in regards to the 3 Star Elektra we have no way of adjusting player win streaks or guaranteeing certain outcomes would have resulted from events had players not run into issues. With that in mind, it is difficult for us to allocate prizes based on outcomes that may have happened, or alter the results of the event as they have been recorded. With that being said allocating the 3 Star Elektra Ranked Reward is beyond the scope of what we can provide in this situation. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/12/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not seen the rewards appear in my account as noted in the response (I restarted the application to confirm). In addition, my ********* is based on the fact that the response was not timely and therefore, I was not only locked out of competing in the timed event, but had to spend an inordinate amount of time attempting the various "fixes" that the customer service department suggested (namely, deleting and reinstalling the game). Therefore, I do not feel it is a large assumption to think I would have placed high enough to receive the prize given to the top tier. There is no technical reason this could not be added to my account. Final Business Response /* (4000, 9, 2015/12/10) */ Hello, Thanks again for taking the time to submit this to case to us. As mentioned previously it is difficult for us to allocate prizes based on outcomes that may have happened, and though there is no technical limitation in providing the Ranked rewards to your account, it would be unfair to the rest of the community that participated in the Arena to do so, therefore providing the Ranked rewards to your account is beyond the scope of what we can provide in this situation. In regards to the Milestone rewards provided to your account we were able to verify that the following was provided to your account as of Tue Dec 01 2015 17:16:53 UTC. - 65 Units - 4,500 Battle Chips - 8,000 Gold - 3,500 Premium Hero Crystal Shards Due to the fact we were able to verify the correct rewards were provided to your account allocating any additional rewards is also beyond the scope of what we can provide in this situation. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Final Consumer Response /* (4200, 11, 2015/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still feel that the company's poor handling of my original ********* (by stalling and not addressing the issue until the next event had started) and the excessive amount of personal time I had to expend to address the standard "fixes" (restarting app, restarting device, checking different devices, removing and re-installing app) are worth in-game compensation above the standard milestone rewards the company states it provided to my account (this is difficult to verify on my end...I thought the company would send them via a message, but they contend they merely added them to my totals). I still feel the 3-star Elektra that I was attempting to earn through gameplay is adequate compensation, but I should at least receive a 3-star crystal above and beyond the milestone rewards. Up until this particular arena, I had regularly competed in 3-star events and normally posted 600k+ scores, earning the champion. That was my intent again on this event and I had already set the initial pace to match these scores, but was locked out of the event due to technical difficulties.

12/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In Contest of Champions Kabam offers crystals for sale under the assumption that they offer a "chance" at hero's yet it is a preset database algorithm I have been playing game for close to year and have invested a significant amount of money in game yet I find the entire crystal system to be a complete fraud. There is nothing random to the system and it is a preset database algorithm. (1). Players follow a specific upgrade pattern with champion "winnings" concentrated in certain "classes" based on a predetermined set database algorithm in regards to purchases and rewards won in game. (2) All things being equal the "chances" at winning a duplicate "rare" hero should be greater than winning a one spot position on roulette, yet afforementioned happens on a frequency that is inconsistent with a random system. (3). New players can "win" rare 4* hero's at a rate that is greater than that of veteran player's offering further proof that the system is not random (4) Kabam offers "double chance" and other items that indicate a random or casino like system of "winnings" but does not provide odds or any other material to support claim as to such. A casino like system should be subjected to applicable government regulations.

Desired Settlement: A refund of money invested in game, disclosure that the crystal system is following all applicable laws and regulations regarding "odds" and is in fact a gambling entity.

Business Response: Initial Business Response /* (1000, 6, 2015/10/26) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any confusion, and frustration you may have encountered with our Crystal system. We understand how disappointing it can be to have your hopes set on a specific Champion, or maybe even type of Champion, and be unsuccessful in obtaining it. To help provide context, the Crystal system we use is random within a predefined set of parameters. For instance in the Premium Hero Crystal there is a low chance to obtain a 4 Star, a higher chance for a 3 Star, and an even higher chance to obtain a 2 Star Champion. What actual Champion that comes out of the Crystal is completely random with an equal chance at each. There are exceptions depending on the specific Crystal, such as the specialty Crystals which have a higher chance to drop the featured Champion, or a Crystal such as the Mystic Crystal which will only drop a Champion from the Mystic class. There are factors such as these that can determine drop rates, but we believe that the current system keeps the 4 Star Champions rare, and valuable while also being fair and obtainable for the community. Thanks for taking the time out of your day to reach out to us, and we hope that our response was able to resolve your concern. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 8, 2015/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Kabam. Let me start by stating that there is no confusion or frustration with your crystal system, that this is a statement that I firmly believe Kabam is manipulating the randomness of "winnings" to encourage further spending and create a level of fairness between paying and non-paying players. This establishes that the system is not pure chance and the use of the principle of random is a misleading sales practice. In your own response you claim that it is an "equal chance at each hero" while using the crystal system, yet the drop rate for duplicate hero's and hero classes is severely statistically inconsistent with a "random" system. It is with 95% confidence level that I state the system is not random in the sense that it is "pure chance." While it does contain a random element, the terminology used such as "double chance","win," "random" and "chance" you are making sales claims is misleading as the system restricts aforementioned elements in your favor. Once again present the following events that occurred that have been never addressed by Kabam either through the in-game ticket system or through this *** *********. Kabam offers approximately the same or more heroes than a roulette wheel and therefore a fair comparison can be made to the documented odds of this random system of chance. My in game experience includes... 3* Dr strange was duplicated on successive spins, given all things being equal the odds of successive double zero spin on roulette would equal 1 in 1444. When you sell a 2* champion, on numerous occasions I have won that same champion back on the next successive spin. Odds again are greater than 1 in 1444 in a random roulette system. On one occasion I "won" a minimum of 5 successive 2* iron fists (odds are greater than 1 in 7500) and had the hero duplicated over 20 times in the course of a year. Through the course of approximately a year I had a majority of "rare 4* winnings" concentrated in 3 out of the 6 hero classes. No matter how many times I tried I never "won" any 4* star heroes in the science or mystic class, and only 1 in the cosmic class, yet I was able to "draw" duplicate 4* hero's twice. The odds of said event are again statistically improbable in a random system. And Finally, in a week long Alliance Quest period I "won" 3 Tier 4 catalysts, while the members of my 30-person team won a total of 3 at most. This was not subject to direct "cash consideration" aspect of the crystal system, yet the odds of said event occurring are practically incalculable and it my firm belief that my account was used by Kabam as an "example" account to encourage other users to spend on the Alliance Quest game. My conclusion that given the legal parameters of a game of chance, there was consideration (the money I spent), the crystal system should be constituted as a "pure game of chance" by your own admission as there is no element of skill, and in a random system there should be no efforts to keep a balance of fairness between other players, yet you also allude to such in your previous response to this claim. What would make me happy is a refund of $469.82, which represents 50% of my spending and money that was spent from September and October of 2015. I have presented your company with consistent statistical abnormalities time and time again that prove the system is most likely "rigged" in your favor. Your response to my formal ********* is nothing more than the same canned response I have received from your customer service via the in game ticket system and you have simply ignored the proof I have sent you with an accompanying statement that the system is random. Stating the system is random and proving it are two different things. At the end of the day if I accomplished one thing and publically state that I believe that Kabam is a "stingy" and horrible gaming company that on numerous occasions constantly changes rules as you go along (without disclosure), does not appreciate the money and time of your customers, and provides an in game experience that is pure frustration. I have no desire to ever play or pay for a Kabam game in the future, because you simply create and environment that is not fun. After a year of playing the game I don't feel like I won anything, but feel like I was ripped off. My business has already been lost and will never be recovered. Final Business Response /* (4000, 10, 2015/11/20) */ Hello, Thank you for taking the time to submit to get back in touch with us. We would like to apologize for any confusion that our previous response may have caused. The Crystal system is not pure chance in the way you have described due to the parameters that we have previously mentioned such as rarity having an impact on drop rate, and specialty Crystals having a better chance to provide the featured Champion among others. We would like to apologize if there have been any misunderstandings regarding the Crystal system, but ultimately we believe that the current system keeps the 4 Star Champions rare, and valuable while also being fair and obtainable for the community, and a refund for services rendered is beyond the scope of what we can provide in this situation per our TOS. For your convenience we have linked the TOS below this response along with the corresponding text. Thanks for taking the time out of your day to reach out to us, and we hope that our response was able to resolve your concern. Regards, Kabam Support https://www.kabam.com/corporate/terms-of-service "YOU ACKNOWLEDGE AND AGREE THAT YOU ARE FULLY LIABLE FOR ALL FEES AND CHARGES MADE THROUGH YOUR ACCOUNT.YOU ACKNOWLEDGE AND AGREE THAT THERE ARE NO REFUNDS FOR FEES AND CHARGES MADE THROUGH YOUR ACCOUNT." "YOU ACKNOWLEDGE AND AGREE THAT VIRTUAL CURRENCY AND SITE ITEMS HAVE NO CASH VALUE AND THAT NEITHER KABAM NOR ANY OTHER PERSON OR ENTITY HAS ANY OBLIGATION TO EXCHANGE YOUR VIRTUAL CURRENCY OR SITE ITEMS FOR ANYTHING OF VALUE, INCLUDING WITHOUT LIMITATION, REAL CURRENCY, AND THAT, IF YOUR ACCOUNT IS TERMINATED, SUSPENDED OR OTHERWISE MODIFIED OR IF YOUR RIGHT TO ACCESS THE WEBSITES AND/OR SERVICES IS TERMINATED, THE VIRTUAL CURRENCY, SITE ITEMS AND YOUR ACCOUNT SHALL HAVE NO VALUE." "All purchases of Virtual Currency and Site Items are final and under no circumstances will be refundable, transferable or exchangeable. By purchasing Virtual Currency and Site Items (e.g. clicking or tapping the relevant purchase button), you are confirming that you want the Virtual Currency and/or Site Item immediately credited to your Account and that by doing so you lose any cancellation rights under applicable laws, including but not limited to the EU Consumer Rights Directive (2011/83/EU) and/or any national laws implementing it. " Final Consumer Response /* (4200, 12, 2015/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Since Kabam has decided to "quote" their Terms of Service I would like to also quote from Section 32 of this text at this time. "We Both Agree to Arbitrate . If we can't resolve our dispute through Customer Service or on our forums, you and Kabam agree to resolve any claims relating to the Terms through final and binding arbitration. This applies to all kinds of claims under any legal theory. Either of us can bring a claim in small claims court either in San Francisco, California, or the county where you live, or some other place we both agree on, if it qualifies to be brought in that court. In addition, if you or Kabam brings a claim in court that should be arbitrated or any of us refuses to arbitrate a claim that should be arbitrated, the other of us can ask a court to force us to go to arbitration to resolve the claim (i.e., compel arbitration). You or Kabam may also ask a court to halt a court proceeding while an arbitration proceeding is ongoing." If the matter of a refund is not resolved by the end of the year, I will potentially bring additional legal action against Kabam, under the provisions set forth as I believe that you are the entity that is in breach of contract. In summary I believe you have "rigged the system" and "cheated" me out of money under the assumption I could win "new rare heroes," yet said event is unobtainable under the system you have in place, voiding any contract provision set forth by Kabam. I have provided your customer service, The Better Business Bureau and have seen through experience that the game shows statistical proof that "winnings" of any value are virtual impossible to obtain given certain circumstances. (1) Money (ie. Legal consideration) was given to Kabam to purchase "2X chance crystals," "Featured Hero Crystals" and numerous other crystals under the marketing and advertising terminology that I was purchasing a random game of chance. I have provided you ample information that demonstrates that what is actually being advertised as a game of chance is most likely a "rigged contest" and database algorithm that prevents players from acquiring heroes that will grow their rating too fast, favors new players and high spenders. Under such circumstances the game is clearly not a game of chance, random or "pure or partial chance" and clearly not a game of skill. (2) It is my understanding of Contract Law that you cannot impose "Terms of Service" or a binding contract that governs "a bet or gamble." The crystals are advertised as a "Game of Chance," yet you refuse and fail to provide any odds or explanation that demonstrates the aforementioned. (3) Your internal stakeholders and marketing of crystals frequently utilizes the operative word "rare" to describe the chances of winning 4* hero's. This is a broad terminology, has no quantifiable probability of scope attached to it and I have, through game experience, encountered situations that would statistically be impossible under a game of chance. Almost exclusively each of these situations has almost always provided a "win" that is of the least valuable of all possible outcomes. The failure to define the parameters of rare further voids any "terms of service" or implied contract. In conclusion, if Kabam wants to take my money and tell me I almost exclusively lose a "game of chance" every time during the course of year, I am going to fight you through all legal chances until my money is refunded. My previous correspondence indicated I would settle for approximately half of my spending. If I am forced to pursue legal avenue to resolve this claim pleased be advised I will seek restitution for my full amount of spending and additional time and costs related to such actions. It's a game that you expect the players to play fair and not cheat, don't make the customer feel like they are being cheated by your company. It is my belief that if Kabam does not change internally your company is doomed to fail. I believe that I have thoroughly and undeniably proven that your advertising and marketing states the crystals are a game of chance, and this is a misleading statement

12/18/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Kabam failed to provide compensation for a widely know glitch resulting in significant loss of payed for and earned items. On or about November 4, 2016 while playing Hobbit, Kingdoms of Middle Earth, I replenished my gold supply in city to ensure that my hero would be assigned during a TK battle. Before opening my city, I doubled checked to make sure the hero was assigned to training as it should be, and it was. I opened my city to another very strong player anticipating a good fight. Approximately 2 minutes later, I received 4 battle reports at once showing my hero became unassigned and the result of these 4 hits cost me approximately 20billion in might, and a complete wipe out of a extremely key tactical troop (mammoths). I immediately closed upon viewing the reports to avoid further substantial losses. On or about November 4, 2016, I submitted a ticket to Kabam customer service and clearly stated the following: 1) my gold limit was replenished in troop city 2) that my hero showed as assigned to training prior to attack 3) there was a large enough lag in the battle report mail that I received 4 all at once with no chance to remedy the situation before the substantial loss had already occurred Their initial response to my ticket was one of condescension and slight of hand by telling me how the gold system works in the game, despite me clearly stating that I had been playing for 2 years. They mentioned nothing of the battle report lag in their response and offered a measly 25 million in troops to compensate for my 20 billion loss. I responded immediately and noted that this hero glitch is one that is widely known throughout the game and has occurred to several of my alliance members over the years. Kabam denied any existence of the glitch in their product. The response to the battle report lag was to place all responsibility on my device and/or cellular service provider. Even claiming that the lag could be caused by a "full inbox" in game, even though I empty it on a daily basis. Throughout this process, I not only lost items in game that were either paid for and/or took a tremendous amount of time to earn within the gaming structure. This substantial loss, mostly due to the tactical troop loss has now left me unable to open and compete in TK tournaments at a level I'm accustomed to due to without these tactical troops, I am at a significant disadvantage, left essentially defenseless against a tactical attack ********).

Desired Settlement: My requested resolution is simple. I want full replacement of the troops lost during the 4 attacks in question. Nothing more. No tokens, no coins, no mith. I just want what was paid for and/or earned through time spent in game.

Business Response: Initial Business Response /* (1000, 5, 2015/11/17) */ Hello *****, Thank you for taking the time to submit this case to us. If we understand correctly, you have some concerns related to a considerable loss of troops due to your Hero becoming unassigned, and we will be glad to address this issue. We certainly understand how frustrating this may be, so we hope that this information helps to bring some clarity to this matter. While we do realize that you may have transported a considerable amount of gold to your city prior to these attacks, please understand that due to lag or other connection related issues, there can sometimes be a synchronization delay between the user's device and our servers. Due to this delay, there can sometimes be a discrepancy between what the user sees on their device, and what is actually occurring on our server end. Due to such a delay, it can appear as though gold has been transported and received, when this may not necessarily be the case, and due to this the hero becomes unassigned as there is insufficient funds to maintain its role. To prevent these synchronization issues from occurring, we would highly suggest performing Force App Refreshes regularly, and ensuring that you are connected to a stable network connection. To perform a "Force App Refresh," open the Player Info menu by selecting your kingdom name on the top left corner of the game screen, select the "?" icon on the top right, and press "Force App Refresh." We hope that this information helps to clear things up! In the meantime, while it is likely that your Hero became unassigned due to this synchronization delay, we do realize how confusing an issue like this may be! As an accommodation for your troubles, we have provided a partial restoration of the troops to your first city. You may need to perform a "Force App Refresh" in order to see this change. We thank you for your patience and understanding! Should you have any other questions or concerns, please feel free to let us know and we will be glad to help! Best regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) This may have been an acceptable response when I made the initial ticket to customer service. Instead, Kabam did nothing remotely close to an acceptable remedy requiring me to spend more time and energy seeking mediation through the ***. This is absolutely ridiculous. Had this offer been made initially, I more than likely would have accepted it. But now, absolutely not. Restore my troops. ALL of them. Your customer service and general disdain for your paying customers is downright appalling. This was your hardware and software error and a complete bumbling by your customer service requiring additional and unwanted effort on my part. I want ALL of my troops back! Final Business Response /* (4000, 9, 2015/12/01) */ Hello *****, Thank you for the update, and our sincerest apologies for any inconvenience or confusion that this issue may have caused. While we certainly understand how frustrating it may be to lose such a considerable amount of troops due to a synchronization or display discrepancy, please understand that as your gold transport may have arrived after the opening of your city, this is the likely reason why your Hero was unassigned during these attacks. While we do apologize as we will be unable to provide a full restoration of the troops lost in these attacks, due to your standing as a loyal supporter of Kabam, we have provided an additional restoration of troops, as well as a package of Monday Marvel Chests as an added courtesy for the troubles. We hope that you find these items helpful in your adventures, and we hope that you find our resolution to this matter satisfactory. Should you have any other questions or concerns, please feel free to contact us, and we will be glad to help! Best regards, Kabam Support

12/15/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: 4 Star Guillotine Award From Arena I have contacted your company about the loss of rewards of the four star guillotine. I submitted proof of the award of this character to a player whom scored less than myself in the arena. The company has acknowledged they gave it to this player, and has allowed this player to keep the reward, yet they refuse to give me this award for which I clearly scored higher.I lost out on many hours of time with my kids to try and win, to only have Kabam pick winners as they wish and not based on the system they advertise. I have all emails and correspondence with the company and proof of the award to another player if needed.

Desired Settlement: I want them to award me the character (4 Star Guillotine) I deserve in accordance with there award of this to another player with a lesser score.

Business Response: Initial Business Response /* (1000, 5, 2015/11/11) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any confusion that this matter has caused. We would also like to mention due to our strict privacy policy we have instated to protect players we will be unable to discuss the details of another players account. In regards to your concern we have investigated the Arena you have referenced and were able to verify that your score of 3,528,680 Ranked you 914 which qualified you for a 4 Star Wolverine basic Hero and a 3 Star Guillotine. Due to the results of our investigation allocating any additional prizes to your account is beyond the scope of what we can provide in this situation. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 9, 2015/11/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) They awarded this character with a lesser score and I have provided proof of it, yet they refuse to honor the same for me. I scored higher and can show that you have this player the award and allowed them to keep it. Simply Saying we will not discuss another account is a cop out and allows them to do whatever they like with no recourse. This game may be a "free" game but it is anything but that. It involves large amounts of money and personal time. So I feel they need to award me the character we are discussing. Middle ground could be the award of a full duplicate unstoppable colossus, or two four star crystals. Guillotine is a very rare character and you have given people who didn't earn it a leg up on the rest of the players that scored higher and simply received a plus one duplicate and not even a full dupe. ** have already added the screen shot showing the award to a player with a lesser score so please reconsider your offer and do what is right. Final Business Response /* (4000, 11, 2015/11/20) */ Hello, Thank you for taking the time to get back in touch with us. As mentioned in our previous response providing information regarding another players account is against our privacy policy, and though we do apologize for any frustration this may cause we must uphold the policy to protect our players. Due to the fact that we were able to confirm your score for this event qualified for a 4 Star Wolverine basic Hero and a 3 Star Guillotine which were provided to your account allocating any additional rewards would be unfair to the rest of the community that also participated in this event, and is beyond the scope of what we can provide in this situation. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Final Consumer Response /* (4200, 13, 2015/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have done nothing but say they will do nothing, I don't need you to give me any details about another account, like their personal info. It has already been confirmed through your customer service that they did receive this reward, and allowed to keep it. I think it's hilarious to say that you won't give me the same reward for the integrity of the game when you already compromised it. You all know how much a difference she can make in the realm against wolverine and you say that allowing a lower scoring player to keep this reward makes no difference? You have sad customer service, when someone points out a mistake you don't make it right you stick you head in the sand and say I can't hear you. I got what I placed for, and this person and others with a lower score were rewarded with a much greater prize. Your response sucks and have offered nothing in the way of fixing this mistake.

12/15/2015 Problems with Product/Service | Read Complaint Details
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Complaint: in app purchases are misrepresentation and misleading. the alleged game of chances within the game is a false representation. Dear sirs, I have been playing hobbit: kingdoms of middle earth for over 2 years and I have been a loyal customer, I have spent over £2k-£3k and hours playing on the game. Firstly kabam is advertising products that are very misrepresented which mislead you into purchasing them. For example the most recent monday marvel chests which on the descrption says that it gives you a 50% chance of receiving galadriel or tauriel chests. In reality when I purchased 1.5k of those chests the chance was at 10-12% well and truley below what the chests were advertised as. Therefore the in app purchases is basically borderline gambling by the way that they represent and advertise the 'prizes'. It is almost like game theft. When you contact the support team you get the best automated mail from someone who clearly has never even played the game so how would they even know what I was referring to. Secondly kabam and/or their representatives have openly confirmed that everyone who plays the game is placed in to a particular category and that category will determine for example how many spins it will take you to win a grand prize in tauriels wheel. Therefore this completely contradicts their statements that the in app mini games are all based on 'luck' and 'chance'. So in reality its not a game of chance but a gambling game which kabam have complete control over and can determine what prize each player receives. Thirdly, if the in app mini games and/or chests actually for once favour the gamer and award you with the 'prizes' that you should receive; kabam issue a statement that they will now roll back the prizes and remove them from my inventory. One of the reasons they have stated they are doing this is that it was a 'glitch' in the system.I won those prizes fairly in the in app mini games through hours of playing and collecting tokens. When finally the game favours me it is deemed to be in error. So basically I would never have won the any of the rare items and kabam would have rigged the drop rate so my chances would have been 1 out of a XXXXX+ chance or maybe even worse depending on which type of 'category' they place me in. Finaly, players are still using third party tools to auto there way into winning the goblin kill tourneys and to get there city buffs up to 10/10. This would take me months to do and since learning that players are still using auto i have stopped working on my city guardian. This was the icing on the cake for me. I have made attempts to contact kabam and there support team are pretty bad, i had one guy refusing to even read my mail and just responded saying that they had closed the matter. I refuse to spend any more money on the game as it has all been rigged from the start and all the evidence has been made clear. I request that kabamn refund me all of the money I have ever spent on the game I refuse to be a gambler and/0r classed as one whilst playing this game. if there is any further information that you require then please do not hesitate to contact me.

Desired Settlement: I request a full refund of all the money that I have spent on the game. No matter for how many hours I play and or more money I spend I will never win the rare items as the in app mini games are not a game of 'chance'.

Business Response: Initial Business Response /* (1000, 5, 2015/10/06) */ Hello ****, Thank you for writing in. We understand that you have some concerns related to the acquisition of rare rewards from our mystery chests and events, and we will be glad to address the concerns that you have brought forth. First, with regards to your concerns related to the Monday Marvel Chests, please understand that as the prizes provided by these chests are determined by chance, we cannot guarantee that a player will receive a specific amount of Mini Marvels. We can assure you, however, that the chest's description is correct, and that there is indeed a 50% chance to acquire either a Galadriel's or Tauriel's Mini Marvel I in each Monday Marvel Chest. As with all of our mystery boxes, the chance to acquire specific rewards are consistent with all players, as we do not place players into specific categories with varying drop rates. While we certainly understand how frustrating it may have been to have acquired less of these Mini Marvel chests than you had expected, please understand that this is the nature of a chance based game. With regards to your next concern, if you are referring to the Galadriel's Premium Event in which players were able to acquire Sapphire Gem VIIIs at a higher than intended drop rate, we do apologize for any inconvenience that this issue may have caused. To clarify what occurred, the Galadriel's Premium Event provided "Sapphire Truth" chests rather than the intended "Sapphire Dreams" chest. As the "Sapphire Truth" chest provided players with a considerably higher chance to acquire Sapphire VIII Gems, we did feel that this had the potential to severely alter the balance of the game. While we did not "roll-back" the prizes, we did remove a number of Sapphire Gems VIIIs acquired within these chests during the affected time period. While this drop rate was unintended, we still allowed players to keep (2) Sapphire Gem VIIIs and provided the players who had Gems removed, in excess of 2, with an additional compensation package, which we believe was the fairest way to resolve this situation. Finally, with regards to players utilizing third party tools to obtain advantages within the game, we assure you that this is an issue that we take very seriously. The balance and integrity of our realms are very important to us, and we assure you that we are very proactive in preventing players from utilizing such software in our games. In the past several months, we have implemented various anti-cheating measures to curb the use of third party software, and haven taken action on a number of violators. If you have any specific information regarding players who may be in violation of our Terms of Service, please do not hesitate to let us know, and we will be happy to investigate these issues! We hope that this information helps to bring some clarity in this matter, and while we do apologize we will be unable to honor your request for a refund of the purchases made within the game, as a special courtesy, we have provided your account (Server 262) with 1x Monday Marvel 100 Pack. We hope that you find these items helpful in your adventures. Best regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not happy with your response and you have ignores the key aspects of my complain, please re read it my *********, I have proof that a kabam representative on 2 occasions posted on the forums that the the alleged mini games such as tauriels circle of fate is fixed and we are placed in to particular categories which will determine our winnings. I am more than happy to send you the ss of the same, please email me as I am unbale to attach them on here. In relation to the marvel chests I purchased a large amount of those chests and not once did I get a '50% chance'. So to clarify this was not based on chance at all. In relation to the sapphire 8s it is easy to say that the chests were placed in premium 'by accident' and you state that the gems will 'severely alter the imbalance of the game' this is not the case and every seems content in carrying on as if nothing happened. As a matter of fact if something is done in error it is rectified immediately. More significantly you would not have known that the chests were even in premium if players did not post details in the forum. Furthermore it took your representatives a few hours to change the premium. If it was such an 'accident' then the chests would have been removed quicker given the fact that you have professional staff. To clarify removing items won fairly in the game is 'rolling back' the prizes and that this not acceptable. Leaving just 2 gems so I would have to spend more to win back the gems that I had won before; that is not fair and/or acceptable. Finally in relation to the 100 marvel chests you can remove them that is just a joke which I do not find amusing. my last resolution still applies. I await your response, Final Business Response /* (4000, 14, 2015/11/17) */ Hello ****, Thank you for the update! Please understand that in the link that you have provided, the offer in which the Kabam Representative is referring to is a Targeted Promotional offer, in which certain groups of players were selected for specific Mithril recharge promotions (ie "Buy 240 Mithril, get 240 Mithril"). While we do periodically offer promotions targeted for specific player groups, please understand that these Promotional Offers are not associated in any way with the drop rates of rewards in our mini-games such as the Tauriel's Wheel or Galadriel's Premium Event, or our Mystery Chests. Once again, all players have an equal chance to acquire rewards from these mini-games and mystery chests as the drop rates do not vary from player to player. With regards to your second concern, we apologize if you did not receive the amount of Tauriel's and Galadriel's Mini Marvels that you had expected, but our team has determined that the drop rates of these items are accurate to the Monday Marvel's Chest description. With that being said, we do realize how frustrating it may have been to have acquired so few of these chests, so as an accommodation for the troubles, we have provided your account with 3x Tauriel's Mini Marvel II and 3x Galadriel's Mini Marvel II. We hope that you find these items helpful in your adventures and wish you the best of luck! With regards to your concerns related to the Sapphire Gem VIII, we certainly realize how frustrating this issue may have been, but we do believe that our resolution to this matter was the fairest way to handle this situation. We realize that the subsequent removal of these Gems did cause quite a bit of confusion and uproar among our community, but please understand that as the balance and integrity of our realms are very important to us, we did feel that this was the necessary course of action to take. We assure you that moving forward, that we will be much more mindful of situations such as these, and that the appropriate precautions will be taken to ensure that issues such as these do not occur again. We hope that you understand our positions in these matters, but we do regret to inform you that we will be unable to offer a refund as this action would be against our Terms of Service. You can can refer to section 7 for more details regarding Kabam's refund policy. https://www.kabam.com/corporate/terms-of-service. Best regards, Kabam Support Final Consumer Response /* (4200, 16, 2015/11/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) the link i provided had a representative confirm that i was placed in a particular group and basically confirmed that the game is rigged, its probably the main reason he doesnt actually play the game. if i am not in a particular group then please explain why myself and a few others achieved a next to nothing drop rate, certainly no where near the 50% drop rate alleged on the chests description. its pretty clear that you are brushing what your representative to the side. i had purchased well over 1,5k chests, not once did i get the 50% drop rate? my resolution is 10 monday marvel or marvel time chests and 10k mith

12/4/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Marvel Contest of Champions - Units reimbursement On Nov 20, 2015, I went to donate loyalty to my alliance treasury. A window with 2 boxes, both of which are exactly the same and very close to each other, popped up. I donated my loyalty points, then noticed that all my units disappeared. I assume I had keyed in the donation in the wrong box, which was only possible because I actually bought a unit pack from Kabam for the gifting badge. It came with a conversion badge that I neither needed nor wanted and couldn't disable. I am aware that many other people have made this same mistake because Kabam's donation design is poor. The input boxes appear together and look exactly alike. A smarter design would be to have only the loyalty input box and if people want to donate more loyalty than they have, then a second box would ask if the customer would like to convert units to loyalty. I asked Kabam politely and repeatedly to reverse the transaction and return my units to me because the poor design makes it easy to make this error and it would only be a few key strokes for them to correct. I was told that it would be impossible (I doubt it) and then they stopped all communication.

Desired Settlement: To reverse the transaction and return 1093 units/in-game currency to my MCoC gaming account.

Business Response: Initial Business Response /* (1000, 5, 2015/12/01) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any frustration that this matter may have caused you. We do have multiple prompts throughout the donation process to limit accidental donations as much as possible, but after reviewing your feedback we definitely understand that there may be room to improve. With that being said this transaction is not something that we are able to reverse, once currency has been donated to the Alliance Treasury, Units or otherwise. However, as a showing of good faith we have provided the 1,093 Units to your account without any further delay. In order to avoid any false expectations we did want to mention that this is not something that we will be able to provide to you in the future so please be careful when donating resources. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (2000, 7, 2015/12/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I wish my multiple requests to Kabam customer service would've been enough to resolve this issue to my satisfaction because I don't believe my request was unreasonable. However, I'm glad the issue is resolved now and I hope Kabam makes the necessary changes so I and others avoid this issue in future.

12/4/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I keep bringing to their attention the issues I have had with glitches on their servers and have been unable to get them resolved. I have been playing this game for over a year at this point I have had multiple issues with glitches in their systems and servers that cause me to ever miss out on prizes given or troops that I have paid money for are no longer available because they are gone. On multiple occasions I have written into Support and have never had a resolution made because they look supposedly into their records and say that basically what you're saying is not true and this is bad business this game involves a real money its not fake money its real money and it shouldn't be so hard to get issues resolved however because this company is based in so many places the United States not being the only one of them I'm not sure if it's a language barrier or what but my issues do not get taken care of and I'm tired of it. Today I sent an email to Support for another for another issue and even showed them screenshot proof that I was in fact telling the truth and my case was closed before being handled basically the responses I keep getting are the same the first one is always a cookie cutter response that's literally cut and pasted into every complaint everyone has no matter what the nature and then they respond with I'm sorry that you're upset and we understand however blah blah blah and this is not okay it's now been about 6 months that I've been going through all of this garbage and I'm officially tired of it something needs to happen either my issues all of the ones I've complained about get fixed or I want to complete refund of the almost $200 that I have spent playing this game.

Desired Settlement: I would like the troops that I paid for to be returned and the chests from the tournament that I did not receive those are the only two things that I want if I cannot get them back I want a full refund of all money spent on this game in the past year because I'm not going to spend money on a game and then have that money wasted because of a glitch that is out of my control

Business Response: Initial Business Response /* (1000, 5, 2015/12/01) */ Hello *******, Thank you for taking the time to submit this case to us. We understand you have some concerns regarding previous issues that may not have been resolved to your satisfaction, and we will be happy to assist you with these issues. We at Kabam strive to provide a high level of service for our players, and we assure you that we will do our best to address the issues that you have brought forth. Upon reviewing your Case History, we were able to locate a number tickets in which you reported that you may not have received the appropriate prizes for a previous Alliance TK event. We certainly understand the value of these rewards, so we will be investigating this matter to determine what may have occurred. Rest assured that should any discrepancy be discovered, the appropriate actions will be taken to prevent these issues from occurring in the future! In the meantime, we have gone ahead and credited your account (server 170) the appropriate prizes for this event, along with some additional Tournament Chests as an accommodation for the troubles. We hope that you find these items helpful in your adventures. With regards to the restoration of your troops, can you please reply to this case with more information regarding what occurred? Please understand that we will require some additional information in order to accurately troubleshoot this issue, but once we receive this information, we can then take appropriate steps to ensure that this matter is appropriately addressed. Finally, with regards to your request for a refund, we apologize for any inconvenience that this may cause, but we must inform you that we will be unable to honor this request as this action would be against our Terms of Service. You can can refer to section 7 for more details regarding Kabam's refund policy. You can review our Teams of Service here: https://www.kabam.com/corporate/terms-of-service. We hope that you understand our position in this matter, and we look forward to your response so that we may assist you further. Best regards, Kabam Support Initial Consumer Rebuttal /* (2000, 7, 2015/12/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although it's not what I asked for, and its messed up I had to go through the BBB, but I will accept these chests and close this case, thank you.

12/1/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: What is advertised isnt what you get. Tired of being ripped off. Yesterday i bought a doom bundle in game with chances of obtaining stronger cards in game. Each chests opened giving 2 doom chests. Out of 100 doom chests no caeds just 10 potions in all 100 chests. Today bought another 50 summon stones chest. Suppose to give 2-100 summon stones. All fifty gave 2 summon stones. T tried to resolve with kabam no response nor so much as an apology. Just getting ripped off repeatedly.

Desired Settlement: Not really expecting much. Not been all to forth coming up to this point

Business Response: Initial Business Response /* (1000, 5, 2015/11/12) */ Greetings, Thank you for writing in today. We would like to fully apologize for any disappointment that these chests have caused. There are several in-game factors which determine what rewards are granted from a chest, but please know that these factors were created with players concerns and feedback in mind. We believe that our system keeps a strong balance of offering an opportunity to win while maintaining the rarity and integrity of those valued items. Additionally, I have provided a few articles from our support page for additional context. There is no easy answer for a streak of bad luck, and we certainly understand that misfortune can lead to disappointment and frustration. Our goal is to create a game that everybody can enjoy, and we always welcome your feedback. If you feel that the items you receive are not valuable enough, or have any comments or suggestions regarding items and cards you would like to see more often, please check our Community Forum 'Suggestions and Feedback' found here: http://community.kabam.com/forums/forumdisplay.php?1055-Suggestions-and-Feedback With that being said, we fully want to help you in your quest towards earning higher tier cards. Though we cannot directly provide any 6* cards, we do want to do our best to help you out as much as we can. To do so, could you please provide both your username and the realm you currently play on; this will allow us to check your recent chest openings and help out in any way we can. Thanks again for taking the time out of your day to contact us with your concerns, if you still have any more questions please let us know, and we will do my best to go ahead and answer those for you as soon as possible. Thank you for your support in Heroes of Camelot! Regards, Kabam Support

11/30/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Discrimination again not players and a customer service that NEVER addresses of fixes problems that are reported. I play a game that's called Marvel Contest of Champions and whenever I have an issue and try and contact there customer service they give me th run around then close the ticket. I have been told straight out that I don't spend enough money enough to have my opinion count. Further more, they run contests that require 16-20 hours a DAY for three day, which is just an obscene amount of time, then at the very end of the event, they shut down their servers and offer NO help or compensation for the 50 or 60 HOURS of play time required to even have a chance at placement. In another instance I spent $100 on a character just to find out that I cannot use the character to its fullest capacity with absolutely no way to unlock their abilities. But on the other hand, Kabam allows the big spenders of the game to receive thousands and thousands of dollars of free in game items from a glitch and allows them to keep said items. Every time I try and report a problem, they declare it not worthy of addressing and close the ticket. I love the game and highly value my account, but am sick of the treatment that I receive.

Desired Settlement: I seek a full refund of the $308 as I feel cheated and discriminated against. I value my account highly and don't want to comprise it, but I am tired of feeling totally overlooked and ignored because I cannot afford to spend the cash that others have spent. If my account is deleted, changed, altered or otherwise restricted from my access, I will seek $15000 for the incredible amount of time I have invested into; a low estimate of 120 hours a week for the last year.

Business Response: Initial Business Response /* (1000, 5, 2015/11/11) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any frustration that you may have experienced with the few issues that you have brought to our attention, and with your difficulty getting them resolved through Support. With that being said offering a refund of services rendered is beyond the scope of what we can provide in this situation per our TOS. For your convince I have linked our TOS below this response. With that being said we would like to do our best to resolve your concerns, however, without specific situations it may be difficult to properly address them. To begin we understand you have concerns regarding the time commitment required for Arenas. This is actually a popular misconception that we set the bar for the top end Ranked rewards when we actually have no control over the points required to achieve those rewards. Ranked rewards are not determined solely on your score as that is what Milestone rewards are meant to be. Ranked rewards are determined by how well you do in comparison to all of the other players participating in the Arena. For instance, though we do set a minimum amount of points in order to facilitate percentage based rewards the minimum required amount of points is much less than the top players will achieve in Arenas.To provide some additional context rather than a flat amount of rewards like it was previously, we introduced percentage based rewards that allowed for players to receive some sort of Ranked prize so long as they achieved the minimum required amount of points, a change that dramatically increased the prize pool. In order to receive the top Ranked rewards you have to be one of the top 400 players with the highest score that participate in the Arena, a number that we do not set or have any control over, and after the top 400 players it is completely dependent on what percentage of players your score fell in line with, top 10 percent, 10-30, ect. In regards to the recent server issues we would like to once again apologize for any frustration that this may have caused, as you may know Version 5.0 put a very large strain on our servers and it took much longer for us to resolve the issues than we would have preferred. However, with that being said we did send multiple compensation packages to players throughout the period of time where our servers were experiencing issues, and since the issues affected the entire community we refrained from providing compensation on a case by case basis and only provided compensation community wide. Finally in reference to the 100 dollar Vision purchase we are not entirely sure where the confusion is coming from. The Champion is a very rare addition to the Contest, and has only been offered two times since the game has been in beta. While this does mean the likeliness a player has Vision's Signature Ability unlocked is low it does not mean that it is impossible, nor does it mean we will not run a similar promotion in the future to give players the opportunity at a later date. Furthermore the Signature Ability mechanic was implemented months prior to the Vision offer, and the mechanic was not changed for this specific Champion so we did not anticipate any confusion regarding the Champion's locked Signature Ability prior to duplicating. With that being said we do apologize for any confusion that this mechanic may have caused, however, the Champion came at a great value, and the same offer was made to everyone. We wanted to provide players with an offer for a guaranteed 4 Star rare Champion that had not been available in the Contest for quite some time. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support https://www.kabam.com/corporate/terms-of-service

11/27/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Unfair treatment to all consumer and players of Kabam.com Last week the had this 4 star arena for guillotine character. This arena happens weekly where they show a champion for the players to get. Players will get the champions through scores. The higher score you git the better chances of getting a champion. They cathegorize the prizes. Example, top 400 player will get thefeature 4star champion in this case Guillotine. Then, 1-5% will get 4 star and 3 star champion. And so on and so forth.. Last week after the arena ended they mess up with all the rankings of all the players. In my case, i have a team mate who scores lower than me but get a better reward, moreover some of them got 2 rewards while others does not receive anything. I complained and submitted to kabam, they told me that players are divided into tier, a new player with just one month experience was in a lower tier, 2nd month they will go to a higher tier and lastly with in your 3 month period playing you will be in the veteran tier which is the highest tier. I have beeb playing this Contest of Champion by Kabam for 6 months already. Meaning i am already in the veteran tier same as my teammates who got a lower score but with better reward. I demanded the 1-5% prize for that arena. For so many days seems that they were just ignoring my complain. I have been spending hundred of dollars, effort, time for this game and they do nothing but mess up the game everytime. Lots of complains are not address at all. It has been a week now since that arena mess up, and yet they dont do anything. Some of my teammates have not receive their reward until today November 4. I hope writting to you will resolve this case with Kabam.

Desired Settlement: I want them to give me the reward that i am demanding, that is the 1-5% prize from the 4 star Guillotine Arena. And a total refund of all the dollars i spend on them. This issue is so frustrating already.

Business Response: Initial Business Response /* (1000, 5, 2015/11/10) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any confusion, and frustration that this matter may have caused you. There was indeed an issue with the Guillotine Arena due to data that was pushed to the server causing player's points not to register in the leaderboard. With that being said this issue was identified, resolved, and the correct prizes were paid out to players. We do apologize for the delay that this issue caused and as a showing of good faith we have provided 500 Units to your account. Additionally, we investigated your placement in the Arena to ensure that you received the correct prizes and we were able to confirm that your score of 1,511,489 qualified you for the 11-30 percent bracket, and we were able to verify that you claimed the prizes at Sun Oct 25 2015 20:26:19 UTC. Due to the results of our investigation allocating any additional prizes to your account is beyond the scope of what we can provide in this situation. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support

11/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have invested time and money into kabama's product Marvel Contest of Champions. This product is faulty and constanly crahes. On several occasions i have divulged my time and money into kabam's product Marvel Contest of Champions. Their product has crashed in the past but as of late their product is constanly crashing and I am not able to use the product that I devote time and money too.

Desired Settlement: I would like to be compensated with at least the money i have invested in kabam's product. Im fine with a store credit but i beleive a fair resolution for all the time I have invested in their product.

Business Response: Initial Business Response /* (1000, 5, 2015/11/04) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any frustration that the recent server issues may have caused you. The version 5.0 release put much more strain on the servers than originally anticipated, and we have been working on resolving the issues that this has brought as fast as possible. On that note we want to assure you that reinforcing game stability is a top priority for us. With that being said we are now confident that the stability issues have been resolved. Due to the fact that we understood the server issues negatively affected players we have paid out multiple compensation packages since the version 5.0 release. Due to the fact that these issues impacted the community offering any additional compensation would be unfair, and is ultimately beyond the scope of what we can provide in this situation. A refund for services rendered is also beyond the scope of what we can provide in this situation per our Terms of Service. We understand that this may not have been the exact response that you were hoping for and we would like to sincerely apologize for any disappointment that it may have caused as this was not our intention, but we hope that this information has been helpful regardless. We sincerely appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support

11/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased in-game currency that was used to buy a crew member. Said crew member is missing and Kabam will not return it. Star Wars: Uprising I purchased the in-game currency, Chromium. The chromium was used to use the Premium Crane, in which I received a crew member, R2-A6. The crew member went missing and I was told, after contacting Kabam, that they offer crew rescue missions to get them back. I have been waiting for 5 weeks and no such mission has presented itself. I have contacted customer support numerous times over the last 5 weeks and have gotten nowhere with this issue (which is being presented to multiple players outside myself). They left me no other choice but to seek outside help, as their customer support team only sends out generalized emails with no resolutions.

Desired Settlement: I would like Kabam to return the R2-A6 droid to my inventory via in-game mail. Also, Chromium compensation would be nice. I understand that they cannot offer refunds, but in-game currency retribution would be much accepted.

Business Response: Initial Business Response /* (1000, 5, 2015/11/04) */ Hello, Thank you for taking the time to write in with your concerns about losing R2-A6 on a Dangerous Mission and not seeing a Rescue Mission available to return it to you. We want to apologize for any inconvenience or concerns that this situation may have caused for you, but we are very glad to assist you further and hope this message finds you well today in spite of the circumstances. In addition to your report, we have collected several reports from other players about these Missions not appearing for them. We can see how disappointing that is and regret to learn that it seems you are not enjoying yourself as much within the game as you wait for the return of your R2-A6. However, we can confirm that, after a thorough investigation from the Game Team, Crew Members should be recoverable on Rescue Missions. These Missions should appear in the list of available Crew Runs on your account but they do show up randomly for all players. There is not a way for players to trigger these Missions themselves, so going forward you may wish to let Missions that are about to expire do so. This should allow you get more chances to get new Missions that could be Rescue Missions. You also can re-roll your Missions for the chance to proc a Rescue Mission. This is not a guaranteed way to get Rescue Missions, but it is an option that is also available to you. Additionally, the Game Team is fully aware of this concern and are still investigating the issue to determine if anything may be amiss. Any issues found with this feature will be remedied as soon as possible. That said, as you have been waiting for sometime to see a Rescue Mission and this does sound like an unusual circumstance, we absolutely agree that we should be able to help you with return this Crew Member. What we have done is delete the R2-A6 Crew from your account and have sent this Crew back to you in an in-game Mail along with 150x Chromium as a courtesy. You should be able to claim the Chromium on your account and use the R2-A6 on any available Crew Runs you have on your Character. However, please know that we here in Support are unable to restore any of the levels this Crew Member may have had so you would need to start leveling this Crew up again. Additionally, this is only an option we are able to offer to players once. This is because we are unable to confirm any known issues with the feature but given your feedback it does appear that you may be having an issue with it. Therefore, we recommend that you do not send the Crew on a Dangerous Crew Mission again until a new update has been released as you may risk waiting for another Rescue Mission to appear. Thank you again for sharing these concerns and we hope you have a brilliant rest of your week. Kind regards, Kabam Support

11/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Company refuse to inform me of complaint procedure regarding purchases I have spent over £400 UK sterling over last few weeks on offers only to win lowest prize everything no matter how many I purchase Every time I contact them asking for the complaint procedure or an investigation I may sent standardised replicated support response and tickets closed It appears they are offering high prizes to encourage spending with no real chance of actually winning the prize advertised without actually spending 1000s. They don't care or listen to complaints and refuse to provide regulatory details or provide formal compmaint details when requested. Please see attached request and response where thus is ignored. There is no customer support but what appears to be tempted tickets to deal with support issues as also attached. Thanks *****

Desired Settlement: Compensation in game before I seek further advice on codes of practice

Business Response: Initial Business Response /* (1000, 5, 2015/11/04) */ Greetings, Thank you for taking the time to submit this case to us. We've looked up your email in our ticketing system and have been unable to find any tickets that were submitted under this email. Additionally we cannot glean from your case any clues as to what game of ours you are playing. Please reply back to this case ASAP with the name of the game you are playing and your account information for that game so that we can investigate further and work with you towards a resolution. Sincerely, Kabam Support

11/20/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: In game promotion descriptions are very vague I am writing in to complain about questionable advertising practices of in-game promotions. On Lord of the Rings: Legends of Middle Earth, there are frequent in-game promotions that are purchased with Mithril. They'll often say something to the tune of "obtain a chance to win one of the following". They charge an OUTRAGEOUS amount of money, and oftentimes, the "chance" of winning the top prize is virtually non existent. Even in Vegas, you know the odds of winning, as you do with the lottery. I think that it is an unethical practice to advertise these promotions and expect people to spend lots of money for a seemingly impossible rate of return.

Desired Settlement: If Kabam would list the probability of winning said items, I would feel more comfortable spending my money. They make no effort to improve the game, and there have not been any updates or events in over 6 months. I believe their plan is to run the game into the ground, and if that's the case, I'd like to know so that I can move on to something else. Their customer support always claim that "the game team" cannot respond to complaints and that "they value our feedback", yet forum questions go unanswered. I'd like to get an honest communication from them for a change.

Business Response: Initial Business Response /* (1000, 5, 2015/10/24) */ Greetings, Thank you for taking the time to make this case. We understand that you have concerns with the odds to win some of our highest value items in the game. At this time our game teams have decided to keep from posting the odds of winning items in our promotional events and any rewards obtained from them. However we did contact the team to assess the current odds they have applied to these items and they have found no discrepancies with their intended design based on the game economy. All of this taken into account our game teams have decided to maintain the current odds to win high value items and will not be posting the odds for these items. However they will consider this feedback for future updates. Sincerely, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a scam. I'll not be falling for it anymore and I will let everyone that I know who plays the game just how against their favor the odds are stacked. Final Business Response /* (4000, 9, 2015/11/04) */ Greetings, Thank you for getting back to us in this matter. We're very sorry that you feel this way, and assure you that the current odds are based off of the economic balance of the game in it's current iteration. At this time the prices of chance items and the odds of them dropping are commensurate with the progression of the game and the players within it. We will still be passing **** feedback on to the game teams for further review, but as it stands right now they believe the odds to be at the level required to maintain fair game play and balance. Sincerely, Kabam Support

11/20/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Cheated me out of a sales offer A special offer was given to my friend if you spent $50 he would get three times the amount of units in marvel contest of champions. When I saw this I am mediately purchased The $50 unit package on my account . I did not get the amount of units that was offered when I contacted the company they told me I did not get the offer it was only for my friend we started playing at the same time why would he get the offer and I would not this is either discrimination or a problem with the game I have spent thousands of dollars playing the game and I feel like the company is taking advantage of me at this point

Desired Settlement: I would like the missing units put into my account

Business Response: Initial Business Response /* (1000, 6, 2015/11/03) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any confusion that this offer may have caused. With that being said we are glad that you have given us an opportunity to help resolve this matter for you. To provide you with some context we run offers to a small section of the community in an effort to test promotions out on a smaller scale. This allows us to gain valuable data and insight on how they perform, and allows for us to tweak them here and there prior to adding more players to the promotion. With that being said there are times the promotions do not meet our expectations so we only run them a few times, and decide to change them into something different entirely. Additionally, we wanted to let you know that manually activating any offer, or promotion is beyond the scope of what we can do in this situation. With that being said we have noted that you would like to participate in a similar offer in the future. We can not guarantee a time frame as there are a large amount of players in the Contest, but we would suggest keeping your eyes peeled for any special offers especially in the next few months. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support

11/20/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Flawed online game issue not resolved Kabam provide online app games, for which players can spend a lot of money to gains troops and items. Whilst offline my game had an issue and my main knight unassigned from my defence which meant being attacked killed all my troops. Sounds silly but I have spent 2 years and thousands of dollars getting to this stage. I logged several complaints with Kabam each answer was unsatisfactory in response, kabams customer service does not have correct resolution procedures and for every additional complaint raised it is closed as they believe the issue is resolved, My glitch is reported by many other players who have had troops restored. I'm after this as a resultion. My initial customer service ticket number is ref:_**************************

Desired Settlement: Unlike other players I do not wish for financial compensation just the return of the troops lost due to the error.

Business Response: Initial Business Response /* (1000, 5, 2015/10/20) */ Hello, Thank you for contacting us regarding the issue with your reinforced Knight. First, we would like to apologize for any inconvenience that this may have caused. We can certainly understand how losing troops in this manner would be frustrating. We reviewed your cases regarding this issue with your Knight and we just need a little more information from you. We did see a reference to 200b in Resources lost, however there was no mention of Might totals. If you can recall, please let us know the amount of Might that was lost in these attacks. We have also contacted you at ***************@virginmedia.com through case # XXXXXXXX. Thanks, and we look forward to hearing from you! Best Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the response. My night total was around 6billion at the time. This was made up of at least 150million T1 troops with the remainder of the troops split across T3 at least one hundred million and the rest as T4 troops types. I had moved my T5 and T6 so no need to look at these. I hope this helps draw this to a close. Final Business Response /* (4000, 9, 2015/11/04) */ Hello, Thank you for the update! We greatly value your support and we want to help you out as much as possible. As a courtesy for any potential battle mechanic irregularities caused by the maintenance with the release of 18.3, we have allocated 6b Might in Tier 1-4 troops to your Second City and this will take effect immediately. Please feel free to contact us if you have further questions and we'll be happy to assist you. Once again, thank you for contacting us and we hope you enjoy your time in KoC: Battle for the North! Best Regards, Kabam Support

11/20/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I had a city marshaled with plenty of gold and a fully geared marshal with and my marshal swithched to a lower knight marshal with no gear. On August 11, 2015 I was playing the game Kingdoms of Camelot: Battle for the North on my iPhone, and I had my city defended with my defense marshal who is fully geared and a lot of troops. When I got down to 10.5 Million troops on Report # XXXXXXXX. I was left with 10.2 Million troops over 2.5 Billion worth of might. My Marshal was assigned and I was actually on playing the game. I had enough gold to support my marshal. The following attack Report number #XXXXXXXX I was hit and lost almost all my troops. As the report shows my marshal was replaced with a lower knight with no gear. If I was out of gold no marshal would have shown up. the following attack all troops were lost as well as gold and other resources taken. Kabam gave me back 776 million might back but I had lost over 2.5 Billion might from my marshal swithching. This is a lot of time and money that was lost because the game glitched. I have heard other players complain of the same thing. And said it was some kind of game program glitch.

Desired Settlement: I would like Kabam to replace all of my might in Kingdoms of Camelot: Battle for the north on my account. My player name is ******** in the Server **********. I would like them to honor me as a customer and not punish me for a glitch with their game program.

Business Response: Initial Business Response /* (1000, 5, 2015/10/21) */ Hello, Thank you for contacting us regarding your issue with unassigned Knights. We reviewed your account and found that this issue was addressed in case # XXXXXXXX. As we mentioned in this case, we have investigated reports of unassigned Knights. What we have found is one of two scenarios: the player's device is not synced correctly with our servers and shows an incorrect amount of Gold, which is required for the Knight to remain assigned, or attacks cause enough Gold loss to pillaging that the Knight is automatically unassigned. We have been unable to find evidence of Knights unassigning without cause. As we've provided the maximum allocation for this issue, we feel that it is appropriate for no further adjustments to be made. We sincerely apologize for the inconvenience this has caused for you. Please feel free to contact us if you have further questions and we'll be happy to assist you. Best Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, I do not accept the response from Kabam because this is NOT a case of UNASSIGNED Knights because of a lack of gold to keep the knight assigned this is a issue where a knight took over for my highest knight (with my best defense gear and highest level) with a lower knight with no gear. If it was an issue where there was no gear to retain a marshal then the reports would show no marshal. My knight was not unassigned because of lack of gold he was replaced. No gold was pillaged before the lower knight took over. It is funny that they provided the maximum allocation but I know that other players that have had this happen to them they got all of their troops and might back. I am asking for no less than what is given to other players. Again let me say that my knight was not unassigned my knight was replaced with a lower knight. Actually at the beginning of this week there was a glitch where a reinforcing knight took over for the player's ******** no matter the level. Thank You, ******** Final Business Response /* (4000, 9, 2015/11/04) */ Hello, First, we would like to apologize for any inconvenience that this may have caused and we will be happy to review this matter for you. After a careful review of your account and a detailed investigation into this issue, we determined that your original request for full troop restoration was something that was outside the scope of what we can offer in these situations. That being said, we greatly value your support and we wanted to help you out as much as possible. Through the battle reports provided, we confirmed 1 billion in Might losses, which led us to grant you an allocation of 500 million Might in troops as a courtesy. As you later contacted us letting us know that you were unhappy with this first allocation, we made an additional allocation of 276 million Might in troops to help address your concerns. After a final review of this case, we have determined that under these circumstances our team has provided the maximum allocation of troops that we can for this issue. Please note that we will not be able to provide any further allocations to you in regards to this specific issue. Once again, you have our sincerest apologies for the frustrations this issue has caused - please know that should you encounter any other issues you are absolutely welcome to reach out to us at any time and we will be more than happy to assist you in any way we can. Best Regards, Kabam Support

11/20/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Lost troops in game. Through a glitch in there game and not getting any response from them Through a glitch in there game my knight was unassigned so I lost all my troops 25 billion might. Filed a case with them on oct X XXXX it has been 40 days and had no rep once to the problem. I have tried to contact them of this and no response.i have sent them all the reports of the issue and a screan shot of the notice that they sent out saying this problem was fixed when it wasn't and no response

Desired Settlement: All I'm asking is for them to replace all my troops 25 billion in might

Business Response: Initial Business Response /* (1000, 5, 2015/11/19) */ Hello, Thank you for bringing this case to us. First, we would like to apologize for any inconvenience that this may have caused. We can certainly understand how losing troops with the incorrect Knight would be frustrating. For some time in the game this was an issue that we were aware of and the Game Teams were working diligently to resolve. In the interim support was able to allocate portions of Troops lost in this way to help compensate for the issue and any losses incurred. After taking a look into your reports, and what we have previously allocated, we feel that we can make further adjustments in regards to your lost troops. Previously you were granted 3 billion Might in troops on 10/3. In addition to this we have added 15 billion Might in T1-T4 troops to your second City. With one of our most recent version releases the game teams were able to fully resolve this issue so that it no longer occurs, however if this does happen to you again please feel free to submit a ticket to our support department and we will gladly investigate the matter further. Best Regards, Kabam Support

11/20/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Glitch in the game caused significant Troop loss. Customer Support has failed to take care of the issue and lack total knowledge of the game. The E-mail/Support Ticket numbers are XXXXXXXX / XXXXXXXX / XXXXXXXX / XXXXXXXX. One of my cities heroes unassigned in the middle of attacks while my city was open. My city had been open for at least two hours before this without any problems. The hero randomly unassigned from defending position, I had gold in the city and I was open which prevents the gold from being looted. I have opened a total of four support tickets, all of which the Customer support has failed to show any knowledge of the game or game Mechanics. The game mechanics they gave as excuses don't exist Hobbit: Kingdoms of Middle Earth. One of the problems they said it could have been was Lack of gold to pay hero, also unhappiness from high taxes. I had 29 million gold stockpiled and 12.4K an hr production while keeping 100% happiness. Now on one support ticket they said "However, the hero will get unassigned only when gold is looted. I do understand that you have 20 Million gold in city and it would have looted in attack resulting hero unassigned." And then the same person said this, the following email "However, the hero will get unassigned only when gold is looted or when you are running short of Gold." That was just two pieces of the e-mails and e-mail chains. So they claimed there wasn't a glitch or problem with the game. Then why did I get this e-mail to close out my ticket. Hi ****, Welcome again, I understand your concern. As I informed you in the response, the game team is working on this issue, I am sure it will get resolved at the earliest. However, I cannot assure home much time they may need to resolved this. I am unable to get back to you on this matter as game team will be unable to get back with me directly regarding this. I would suggest you to check the Forum as updates to this may appear there. I apologize that you were dissatisfied with our resolution. However, as we have provided an answer to this inquiry, this case will now be closed. If you encounter any other issues in the future, please feel free to open a new support case and we would be happy to look into that for you! Regards, ******* Kabam Support ******************************* So they just brush people away. It's a common problem with this company. They lack a solid Customer Support department. One representative will say something and then immediately contradict themselves in the next email. If you require any other information or the complete set of all the E-mails please let me know.

Desired Settlement: The complete restoration of my lost Troops. Compensation for 30 days of Support Tickets and cookies cutter responses. An actual response with how they plan to fix the problem.

Business Response: Initial Business Response /* (1000, 5, 2015/11/17) */ Hello ****, Thank you for taking the time to submit this case to us. If we understand correctly, you have some concerns related to a considerable loss of troops due to your Hero becoming unassigned, and we will be glad to address this issue. First, we would like to apologize for any inconvenience that this may have caused. We certainly understand how frustrating it may have been to suffer such a considerable loss of might, only to receive a resolution that is less than favorable from our Support Team. Rest assured, however, that your concerns are very important to us, and we will do our best to ensure that this matter is properly addressed. While the majority of "Hero Unassigned" cases are typically due to insufficient gold, we do realize that you may have had a considerable amount of gold present in your city during the time of these attacks. We will be investigating this matter to determine what may have occurred, and rest assured that should any discrepancy be found, it will surely be addressed in a future update! In the meantime, as an accommodation for your troubles, we have provided a partial restoration of the troops lost during these attacks to your first city. You may need to perform a "Force App Refresh" in order to see this change. We thank you for your patience and understanding! Should you have any other questions or concerns, please feel free to let us know and we will be glad to help! Best regards, Kabam Support Initial Consumer Rebuttal /* (2000, 7, 2015/11/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) What does a partial restoration mean to you? You could have given me ONE Battering Ram or 80 Million both of those are partial Restorations To the amount of troops I Lost. WAY TO BE CRYPTIC!......................

11/19/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Application was unavailable during critical end of event causing our alliance (team) that spent a good amount of $ to not be able to finish properly During the last run of Alliance Quests in Marvel Contest of Champions (AKA "****"), our team consisting of 30 members, participated in the 5 day event moving up the ladder of difficulty which often results in each member having to spend $ to purchase additional health potions and revives. Towards the very end of the last day, the application was down for several hours, causing our entire alliance the inability to complete our final events which resulted in us achieving 2nd place (the rewards for 1st place are substantial). We all sent support questions to Kabam, but were given a very generic response of "we're working on it" which appears to be their standard response no matter what the problem is which means we'll never hear back and they won't do a thing.

Desired Settlement: Would like each of our alliance members to be refunded the $ spent during the entire alliance quest last cycle OR be given the first place rewards that would have been ours in addition to something else for the pain and trouble that we've all gone through trying to get this resolved.

Business Response: Initial Business Response /* (1000, 5, 2015/10/28) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to take the time to sincerely apologize about the recent emergency maintenance, and server issues that may have had a negative impact on your gameplay. We have been experiencing higher than usual latency following the version 5.0 release and the Game Team has put the game in emergency maintenance mode a few times in order to fix some of the issues. It became apparent that we needed to put the game down for a scheduled maintenance in order to perform extensive maintenance, which has now concluded, and we believe that the server issues should now be resolved. With that being said we understand that this explanation does not actually address your frustration. We understand that this matter affected you and your Alliance at a critical time, however, we have no way of a guaranteeing certain outcomes would have resulted from events had players not run into issues. With that in mind, it is difficult for us to allocate prizes based on outcomes that may have happened, or alter the results of the event as they have been recorded. The server issues impacted your Alliance, but they also impacted the rest of the community at the exact same time as well. Keeping this in mind we have provided multiple compensation packages to you and the community in an effort to make up for the inconvenience, and allocating any additional items to you or your Alliance is beyond the scope of what we can provide in this situation. As this issue did affect the community on a wide scale providing allocations only to a few individuals would be unfair to the rest of the community. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Understanding that you claim to have distributed "compensation packages" to the community and the problem with that is those that are working on much more challenging levels (Quest 5 in Alliance Quest for example) have spent many more items and units. So compensation for those playing Quest 5 Vs. those playing Quest 1 and making them the same isn't even remotely close to being fair. Also, you comment about providing allocations to only a few individuals and not the whole community doesn't hold any water - I've seen the screenshots from some team members and what they receive when the game goes down. But then again, they're the alliances that spend a TON of $. So is that how compensation works? If the alliance doesn't spend a bunch of $ like others, then they don't get compensated properly? Isn't that favoritism and going exactly against what you noted about not singling out individual groups? We would still like to be properly compensated for the problems caused during the last quest, especially towards the tail end of it when we could have finished in first place, giving us an additional Tier 4 Basic Catalyst. That's what I'm looking for. If you need specific details, I can give them to you. Final Business Response /* (4000, 9, 2015/11/10) */ Hello, Thanks for getting back in touch with us. We would like to once again apologize for any frustration that this matter may have caused you and your Alliance. To help provide some additional context we provided different compensation packages to Alliances depending on their Tier so if your Alliance was participating in difficult chapters at a high Tier than you and your Alliance received compensation to reflect that level of engagement. As mentioned previously allocating any additional items to you or your Alliance is beyond the scope of what we can provide in this situation. As this issue did affect the community on a wide scale providing allocations only to a few individuals would be unfair to the rest of the community. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Final Consumer Response /* (4200, 11, 2015/11/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the reply, but you're still not getting it. The compensation provided wasn't even close to what would have been obtained, should we not have encountered the problem. That's the issue. The entire alliance spent hundreds of dollars expecting the game to be fully available and basically everyone lost their entire investment since we placed 2nd instead of 1st (first place received a much better award in the Superhuman Tier). And we know for a fact that with the additional time, we would have passed **** and obtained first place. Thus, an additional Tier 4 Basic Catalyst would have been obtained which helps tremendously. I know you say you don't single out alliances or individuals, but we both know that's not the case. Take a look at ***** or user ********* and you'll know what I mean. We deserve proper compensation in the form of a T4 Basic Catalyst (or Class Catalyst).

11/19/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Request for full refund of monies spent on game based on company violation of ToS and deceptive business practices Kabam has not addressed a widespread violation of its ToS by a number of players due to a glitch in their service which sets up an environment in which non cheaters cannot possibly succeed in the furtherance of the game due to the overarching nature of the rewards provided by the cheating behavior. Players who cheated were allowed to keep in game assets worth large sums of money which cannot be duplicated through the course of normal game play or reasonable cash expenditure on IAP. In doing so, Kabam has violated their own business based covenant with players and as such opened up the door for a request for full remuneration of monies spent on the platform for those not involved in the cheating. I have image based documentation provided through the Kabam community forums that verifies both the nature of the cheating and the non action on the part of the company as prime agent of the violation which I can gladly share with the BBB.

Desired Settlement: A full refund of all monies spent on the game since first downloading the application in Dec of 2014.

Business Response: Initial Business Response /* (1000, 7, 2015/11/03) */ Hello, Thank you for taking the time to submit this to case to us. From what we understand you have concerns regarding the recent Blood and Venom Quest Issue. We are sorry to hear that this has been negatively affecting you, but we are glad that you have given us an opportunity to help resolve this matter for you. To help provide some additional context to this situation once this issue was brought to our attention we did our best to resolve it as soon as possible. Initially we disabled the Blood and Venom quests, and the ability for players to redeem 5 Star Shards for 5 Star Crystals. Once players were unable to gather excess 5 Star Shards we determined the root cause of the issue, and resolved it. From there we had to make a difficult decision determining what we wanted to do regarding the excess items players had obtained in the quest. After deliberating over the data we had been collecting up to that point we determined that, though their were a few outliers most players did not obtain many 4 Star Shards, and certainly not enough that we felt it would harm the balance of the community. Not to mention the fact that though this was unintended these players did have to use items that they saved up or purchased to complete the quests. In this situation our main concern were the excess 5 Star Shards players were able to obtain, and we removed those along with the 5 Star Champions players were able to obtain in order to maintain the balance of the Contest. With that being said allocating a refund for services rendered is beyond the scope of what we can provide in this situation. We understand that this may not have been the exact response that you were hoping for and we would like to sincerely apologize for any disappointment that it may have caused as this was not my intention. With that being said we do sincerely appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 9, 2015/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) It does not address the inequity of future game play created by not addressing the glitch based rewards accrued by players who exploited this issue around the other rewards. That being in game rewards that cannot be duplicated by the average gamer through either game play or reasonable IAPs. A refund is still in order based on this inaction and the violation of Kabam's ToS by the company itself. Final Business Response /* (4000, 11, 2015/11/16) */ Hello, Thanks for getting back in touch with us. We would like to once again apologize for any disappointment that our previous response may have caused. We did not want to remove the other items players obtained even though they were unintentional as players still had to consume resources and time in order to achieve the items. With that being said we would have taken action if the amount of items the players won would have a severe impact on the community. Due to the fact the impact was minimal the players were able to retain the unintended items, and on that note allocating a refund in this situation is beyond the scope of what we can provide. Thanks again for contacting us, and we hope that you have a wonderful rest of your week. Regards, Kabam Support Final Consumer Response /* (4200, 13, 2015/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The explanation of the scope of the issue is false. Kabam's is shielding their high paying players at the expense of the normal game player. I'd like to see numbers to fully understand the scope of the issue. Disclosure and transparency should not be a problem if as the company says it's not an overarching issue. Based on gameplay in the arenas if even 50 players were able to obtain an inordinate number of high value 4 star characters and/or rewards to rank up existing rosters then the odds of a normal player placing and furthering game based efforts in said arenas will be impacted limiting the ability of normal players such as myself from placing and obtaining future rewards. I would accept in game rewards correlated to the lowest amount rewarded to players who availed themselves of this exploit as fair compensation. Level the playing field so that I can also thrive and succeed in the skewed environment moving forward.

11/17/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Kabam banned one of my gaming accounts without any clarity and refusal to unban me. Good day I recently had my Marvel Contest of Champions account banned apparently for the use of third party software. I was completely unaware of what software it was that they were referring to and tried getting clarity from Kabam so that I can ensure it does not happen again. They refused to give me any detailed information,and proceeded to permanently ban me. I have since discovered the cause of the problem and have taken the steps needed to ensure it won't happen again. I have submitted plenty of tickets to support explaining my situation and asking for a chance to have my account reinstated,also telling then they can monitor my account for any further breach of their TOS. I have spent a lot of money on my account and put in a lot of time and effort,and I feel as a paying customer when I first reached out to them asking for clarity and causes,that they should have helped me to avoid the situation I now am in. I do understand their reasons for the ban,but mistakes can happen and I feel I deserve another chance and that the time I have lost now on that account and rewards lost,are punishment enough.

Desired Settlement: I would just like my account unbanned and be allowed to play again. Perhaps some in game compensation as well. But mainly just lift the ban and give me another chance. My in game account name is ********** and is linked to my e-mail *************@gmail.com

Business Response: Initial Business Response /* (1000, 5, 2015/10/16) */ Hello, Thank you for taking the time to submit this to case to us. After reviewing your account we were able to confirm that your account has indeed been permanently banned due to the fact that the account has violated our Terms of Service. We will be unable to discuss the exact details that lead to the action taken on your account in order ensure the security of the game. However, the deciding factor that lead to this decision was that the account had been identified as using Third Party Software to exploit the in game mechanics, and despite prior warnings the account continued to use Third Party Software to exploit the game. This decision is final, and it will not be overturned under any circumstances. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 8, 2015/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Good day I do understand their reasons for the ban that it is due to third party software, but my issue to the situation are as follows.. Firstly,the first time the 72h ban happened I had no idea why/what this third party software was that they referred to. I sent an email to support asking for clarity on the matter so that I can take the steps needed to prevent this from happening again. They refused to help me. 3 days later I tried logging in again and again I got a 72h ban which resulted in a permanent ban. So my point is,I received a ban for something I was completely unaware of. And I feel that was unfair. When I reached out to Kabam they should have been clear with me what it was that I was supposedly doing wrong so that I could have taken the proper steps. Secondly, after some time and reading through the forums I discovered the reason for the ban was for having the xmod app installed on the phone. Now I would like to point out just because this app is on a phone does not mean it is being used for cheating. This app also has a video recorder to record in game. Which many members of my Alliance did to share tips and strategies with each other. Lastly,I was completely unaware that this app was on my phone.My son installed it and occasionally he would play a bit on my phone. Taking all of this into consideration I am asking Kabam to lift my ban,because if they helped me properly the first time I reached out to them I could have checked for the cause and rectify the solution. Plus if they look at my in game stats they will see I achieved everything in game through hard work long hours of grinding and even spent money. Please assist me Thank you Final Business Response /* (4000, 10, 2015/11/02) */ Hello, Thank you for taking the time to submit this to case to us. Due to the fact that despite previous warnings, the device associated with your account continued to access the game using third party software resulting in your account being permanently suspended. The decision to permanently ban your account will not be overturned under any circumstances. Ultimately, programs installed on your device are your responsibility and it is against our Terms of Service to install or use any third party application that can manipulate, or exploit unintended gameplay mechanics. Regards, Kabam Support Final Consumer Response /* (4200, 12, 2015/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Does this even get read properly? I DID NOT KNOW WHICH THIRD PARTY SOFTWARE YOU WERE REFERRING TO, IF YOU HELPED ME AND RESPONDED BY TELLING ME WHICH SOFTWARE I HAD INSTALLED CAUSING THIS I WOULD HAVE DELETED IT. IN THE 3 DAYS I WAS BANNED I WAS STILL UNAWARE AND THIS LEAD TO A PERMANENT BAN. IT WAS NOT BECAUSE I WAS IGNORING YOUR WARNINGS. If you do not help me I will have to take this matter further and consult legal advice. I have proof of people exploiting glitches and you did not ban them,you also did not remove the prizes that they received through these exploits and glitches. Abusing a glitch goes against your TOS yet you did nothing about it. That is no different to people using third party software. You are showing favouritism to some and not helping other players at all. I also have proof of you unbanning other previously banned players.

11/17/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have opened many cases with kabam and requested refund but kabam's customer service doesn't help at all, their support is bad, I want my money back. There are many orders I can't really put them all here but if you can contact Google play and they will probably give all info but if there's really need for me to fill all numbers here I could do that. Problem is the customer service which doesn't help at all, sometimes they don't even reply to your case, closing it automatically or even if they reply there's always an automated message which seems to help none. I am unhappy about their support and I even filled so many cases but seems I get nowhere with kabam and his customer support. Please advice or do something about this as I am sick and tired of it. I just want my money back and so God help, they can do whatever they want with their game. Any additional information please don't hesitate to contact me. Thanks

Desired Settlement: I just want my money back, fighting with kabam dor my hard worked money whereas I get nowhere with them. Please help.

Business Response: Initial Business Response /* (1000, 5, 2015/10/09) */ Hello ******, Thank you for taking the time to submit this case to us. We understand that you have some concerns related to a refund of your purchases, and we will be glad to address this matter for you. Please understand that we are unable to honor a request for a refund as this action would be against our Terms of Service. For more details regarding this policy, please refer to Section 7 of our Terms of Service, which you can view here: https://www.kabam.com/corporate/terms-of-service. While we do apologize for any inconvenience that this may cause, please understand that your investment into our games allows us to provide you with a very dedicated support team to address any game related questions that you may have. If you have any specific concerns, we do encourage our players to contact us so we may address these issues directly. We thank you for your patience and understanding. Best regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, contacted Google before opening this case with BBB and they advised me to get in touch with the developer of the game which is KABAM. Did that and their response was unsatisfactory, no refund and no other reply to my ticket has been sent and the ticket ( case ) has been closed by kabam. Is not the first time I have asked them for refund and every single time they replied same "no refund". I have the email from kabam support but I don't think is any point to place it here as they did it already. I would like on this occasion to ask you please help me get my money back as there's nowhere else I can go and nowhere else I can ask for help or support. It is a lot for me, about £2.000 more than that even and I just want my money back because of their customer support and because of other problema related to the game. Missing items, they didn't provide anything even when I opened cases and explained them with proof. There is no other way just to ignore kabam's games and get your money back. Here is the last email I got from kabam support regarding my refund where you can see clearly they don't understand or they don't want to understand and offer you some small items trying to make you lose interest. Hello btw, Thank you for the update as well as the clarification. We are very sorry if your experience with our Support Team has not been positive thus far, but we assure you that we try our best to give you the best possible service. While I do apologize as I am unable to offer a refund of your purchases, I can, however, address your concerns related to the rewards offered in our Galadriel's Premium and Tauriel's Wheel Promotions. Please understand that as the acquisition of the items from the Galadriel's Premium and Tauriel's Wheel events are determined completely by chance, we cannot guarantee that a player will receive a specific reward despite the amount of attempts taken. While I cannot comment on the specific drop rates (% chance) of each item, I assure you that this drop rate is consistent with all players, and that the premium rewards advertised in these offers are certainly attainable, though they are rare! We do realize how frustrating this may have been, so as an accommodation for your troubles, we have credited your account with some items to assist you in your adventures. 3x Galadriel's Mini Marvel I 2x Tauriel's Mini Marvel I You may need to perform a Force App Refresh to view this item. We thank you for your patience and understanding and wish you the best of luck! Should you have any other questions or concerns, please feel free to contact us, and we will be happy to assist you. Best regards, ******* Kabam Support After this reply the ticket has been closed and I couldn't reply anymore, I didn't even tried to open another ticket being 100% sure they will do same thing. No refund has been made and nothing clarified. Please advise or help! Thanks Final Business Response /* (4000, 12, 2015/11/03) */ Hello ******, Thank you for the update! We are very sorry for any inconvenience that this issue may have caused, but upon reviewing the details of the case that you have provided, it does appear that there were multiple correspondences with our team regarding this matter. The final response from our team was dated on October 15th, and as we did not receive a response from the customer for approximately one week, the case had idled, and was ultimately closed on October 23rd. While we are very sorry if you were unhappy with the resolution provided for this case, please understand that the items that we have provided are well beyond what we normally grant in situations such as this. As the Galadriel's Premium and Tauriel's Wheel are chance based games, we cannot guarantee that players will receive specific rewards. While we certainly regret that you were unable to acquire the items that you had desired, please understand that this the nature of a chance based game. We thank you for your patience and understanding, but as we do feel that the actions that we have taken are appropriate, and as the refund of purchases is prohibited in our Terms of Service, we will be unable to offer the restoration that you have requested. Best regards, Kabam Support Final Consumer Response /* (4200, 14, 2015/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was talking about something else here, my case is totally about refund and not about some items you say you have provided in game. Is about my money and not about some products or items in game. I don't know how come you as developer or whatever position you have in kabam come with this kind of reply and solution when there is about totally something else. I want my money back, REFUND not whatever you guys say there about premiums and other stuff. Thanks

11/17/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My account was banned shortly after making 2 large purchases. A couple days after I purchased $200 in in-game currency, I wake up to a 5 year ban. I demand a refund of all money spent or my account unbanned. I have always been a supporter of Kabam's product. I've spent thousands of dollars on the game over my 3 years of support. I have heard of many other people having this same issue and had it not solved. I would like my issue resolved as soon as possible. Thank you

Desired Settlement: 2 Options: A. Unban my account and I will continue to play and spend on the game. B. Refund me for all purchases on your game.

Business Response: Initial Business Response /* (1000, 5, 2015/09/24) */ Greetings, Thank you for taking the time to submit this case to us. We're sorry to hear that you've had this issue. After investigating your account and the actions taken on it we have been able to confirm that your account was banned due to evidence that you were using and/or directing other players into how to hack certain aspects of the game. This is not something we tolerate and have banned your account for violations of our Terms of Service. After further review of this matter we have also decided not to overturn this ban. This decision was not made easily and only after extensive review of your actions within our game. Sincerely, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response. It sits well with me that your able to give me a reason. But I have to disagree with the claim and reason for the banning of my account. I have never used anything to gain an advantage in the game, much less spread such a thing. I'm a very prominent member of the KOM community and I help and continue to help a lot of people to a very large extent, with there understanding of the game and all the aspects. I please urge you to reconsider this ban and if you can't please provide a detailed report on evidence for a such a large ban. The community is very lost without me and my guides that I make. Many people come to me and ask why I would be banned and many of my alliance members as well because of such a large impact I have had on there gaming experience. I look forward to your response. Final Business Response /* (4000, 13, 2015/10/24) */ Greetings, Thank you for the update. While we are very sorry for any inconvenience that this issue may have caused, please understand that due to the nature of your suspension, we will not be able to overturn this ban. The violation of our Terms of Service is something that we take very seriously, so we hope that you understand our position in this matter. With regards to your request for a refund, we must inform you that we will be unable to process this request, as this action would be against our Terms of Service. You can can refer to section 7 for more details regarding Kabam's refund policy. https://www.kabam.com/corporate/terms-of-service. We thank you for your patience and understanding. Best regards, Kabam Support Final Consumer Response /* (4200, 15, 2015/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) If you can't present any evidence in regards to my ban than that would make me assume that there is none. At the very least you could lessen the ban from 3 years which is absurd, also had I done anything wrong, as I clearly wasn't aware, you could have given me a 3 day ban to inform me, rather than banning me entirely and completely killing my investment and wasting over ten thousand dollars of mine. I'm still a very prominent member in the Hobbit community everyone can vouch that I am no cheater! Should I have my account unbanned I will always follow the terms of use and continue to spend money on the fine game.

11/17/2015 Problems with Product/Service | Read Complaint Details
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Complaint: After making several purchases on Divine Might (Kabam product), Kabam has disabled many of the perks that were purchased. After making several purchases on Divine Might (Kabam product), Kabam has disabled many of the perks that were purchased. This is NOT covered under their terms of service policy and is a bait & switch scheme. Why should a company be allowed to conduct themselves in this manor when an individual would be found guilty in a court of law for misrepresenting themselves or their goods. Now only have the servers been down for days on end on numerous occasions, but the services in which were purchased are no longer working (adventure, divine chests, fortune chests, daily gold/stamina reward, etc). These features have been removed or disabled from the game around July 1. All of my purchases occurred between December and April of 2015. The total charges near $2500. Not only have these services been removed, the support team no longer responds to any issues or concerns related to Divine Might.

Desired Settlement: Based on the number of issues that are unresolved within the game, the merge that I did not agree to and the verbal abuse that is tolerated on the game in which my children used to play, I'm seeking a full refund of my investment in the company. The delivered goods are far from what was expected of a company this size. I've attempted to resolve all of my issues via in game support but have received absolutely nothing in the past 2 months to resolve the multitude of issues that exist.

Business Response: Initial Business Response /* (1000, 10, 2015/09/26) */ Greetings, Thank you for taking the time submit this case to us. We apologize for the amount of time it's taken to address this matter with you and will be contacting the game teams to discuss with them what sort of resolution we can offer. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 12, 2015/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received any further communication from KABAM regarding this matter. Thus is a generalized statement and is far from a resolution. Final Business Response /* (4000, 16, 2015/10/24) */ Greetings, Thank you for getting back to us on this matter. We're very sorry to hear that you have not received any contact regarding your issue. While we no longer support the game we have again contacted the Game Team to ensure that they respond back to the ticket they created for you and work towards an amenable resolution. Sincerely, Kabam Support Final Consumer Response /* (4200, 18, 2015/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've received zero responses regarding any issues within the game for over 6 months. This response still does not resolve the issues, and furthermore proves the game is no longer supported.

11/17/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Company refuses to rectify a situation in which their program/game did not operate in the form as advertised. Have reached out several times. This game had an issue and the support team admitted error. I am easily a paying customer and expect that if I am issues of the game should be corrected and compensated within reason. The support team stated to be in contact within 24 hours. Ticket was submitted Saturday 10/3 and yet to be resolved with only a couple of vague replies. I can prove through receipts that I am a willingly paying customer to a game that is free to play. What I had asked them to compensate was fair and can prove both being a paying customer and I was not asking for more than what I earned. I don't complain about the prices I pay willingly and happily. But when I am not properly helped that is a problem and I feel as though I'm being robbed. Especially when what I am asking for is something that is intangible and does not cost them any revenue or loss whatsoever.

Desired Settlement: I want what I requested which is rewards and such. It costs them no money to type in some code in a computer to rectify. It is definitely a small price in comparison to the $1000+ dollars I have in receipts.

Business Response: Initial Business Response /* (1000, 6, 2015/10/16) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to take the time to apologize for the frustration this matter has caused. We completely understand why this matter would be not only be frustrating, but confusing as well. When we changed from the old Alliance Quest format to the new format there was an issue that caused the chapters to be available sporadically for Alliances. Alliances may have had access to Chapter 5, but then only Chapter 2 for instance rather than 1-5. As this issue occurred across all brackets, and impacted random Alliances, determining a fair compensation for players on a case by case basis was deemed nearly impossible. When this issue was brought to our attention the matter was discussed, and due to the fact that it impacted a large amount of the community, and it was difficult to understand the impact, we decided that allocating any compensation would be unfair to the rest of the community, and was beyond the scope of what we could provide. We have been able to identify, and resolve the issue, and it should no longer impact players or their Alliance. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 8, 2015/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not asking for compensation. I am asking for correction. Fot the last week we (a team of thirty people) have just been dealing with it. Your company thrives on people like us as you are a FREE to PLAY game, and we are WILLINGLY PAYING customers. I do not believe that the situation cannot be corrected. I am not asking for fairness for thousands of people who got the short end of the stick. Rather I am asking for correction for myself and my 29 teammates. Your company may think it is ok to say that it is too difficult to "compensate" however I have seen it done on a one-to-one basis. I wasn't raised to not be a complete idiot in the sense that I know what it takes to be a "software engineer" and this is a 5 minute fix for thirty players. Also we are still having issues in advancement of Alliance Quest in which I have opened (yet again) another ticket. I have (yet again) just received another blanket "i am sorry but you are **** (I would normally you a word that starts with sh and ends in t but I will refrain from vulgarity) outta luck. Kabam needs to stop being lazy and get up and do some work to take care of it's CUSTOMERS. Your company chose to make it free to play. WE should not have to suffer because you are going to lump us in with the FREELOADERS that play your game. Final Business Response /* (4000, 11, 2015/11/03) */ Hello, Thank you for taking the time to submit this to case to us. We would like to once again apologize for any frustration that this may have caused for you and your Alliance. With that being said due to the fact that this issue affected a large portion of the community and we have no way of guaranteeing certain outcomes would have resulted from events had you and your Alliance not run into issues allocating any form of compensation for this matter is beyond the scope of what we can provide. We understand that this may not have been the exact response that you were hoping for and we would like to sincerely apologize for any disappointment that it may have caused as this was not our intention, however, it would be unfair to the rest of the community to provide you and your Alliance compensation without providing the same to all affected players. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Final Consumer Response /* (4200, 13, 2015/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Someone some where just copied and pasted a general response.

11/16/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Kabam's glitches and continuous disregard for people asking for help has led me to lose tons of money and in-game items through glitches. I have spent between $3,500-$4,000 on in game currency. I have lost around $3,000 worth of items because of glitches on Kabam's part. They refuse to acknowledge glitches and/or fix them while also never replacing items that are lost. This happens almost ever 3-5 days for me. For an example, I competed in a in-game competition to win prizes. I was supposed to win 3x of the prize but was never awarded the prize. I opened up a support ticket but the support always responds "nothing is missing, closing your ticket" even though I gave the support team ample evidence that I was not awarded the proper prize. To date, I still have not been compensated for a single lost item always getting the generic response of "no issues". There are numerous glitches that have been happening for months now and not a single has been fixed.

Desired Settlement: I want to be refunded all the money I have lost through glitches which would add to be about $3,000. I would also very much like Kabam to change how they run their company while also establishing some real customer support.

Business Response: Initial Business Response /* (1000, 5, 2015/10/28) */ Hello, First, we would like to apologize for any inconvenience that this may have caused. We can certainly understand how it would be frustrating to have missing items and also to not receive prizes for the recent Gear-a-thon. We will be happy to review this matter for you. Our Game Team has performed extensive investigations on Gems, and have been unable to reproduce anything leading to Gems disappearing. Based on your case , we can clearly see how certain you are that these disappeared how you explained, but because they've only been able to confirm that Gems are not disappearing, we are unable to provide these for you. We must be able to confirm the loss of a Gem to be able to provide one though, and we've been unable to do that, so we're afraid we're unable to allocate any to you. For the Gear-a-thon held on 10/5-10/6, players received one Searing Heat Chest for each piece of Gear upgraded to level 10. We took snapshots of player accounts to determine how many pieces of Gear had been upgraded during the event timeframe. After reviewing your account, we found that you had the same number of level 10 Gear pieces (42) at the end of the event that you did at the beginning (42). Since that is the case, no rewards were allocated to your account as no Gear pieces upgraded. We sincerely apologize for the frustration these two issues have caused for you. As all purchases made within our game are final, we will be unable to honor your request for a refund. Please feel free to contact us if you have further questions or concerns and we will be happy to assist you. Best Regards, Kabam Support

11/13/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have emailed a complaint to Kabam and when I received a response, the response was a lie. I have been waiting 2 weeks for my issue to be fixed. On august 12th,2015 I sent in a complaint to kabam about a in game issue. on August 13th I received a response and it was a lie. this was ****'s response. I definitely understand your concerns in this matter so I'll be happy to assist. I'm sorry to hear you weren't able to forge that piece of gear. While using the master hammers to forge gear does strongly increase the odds, it is still not a guarantee. A higher level master hammer will help improve those odds. I hope that's able to explain some things better for you! Please let me know if you have any further concerns in this matter and thanks for playing! This is not thee case and it is not true. this was my response. I have used master hammers to forge items, hundreds of times to be exact. I have never ever had a failed forge from a master hammer. EVER! This doesn't seem like a proper answer. The point of master hammers and everyone dumping billions of might to get a forge the gear stronger , not a "chance" to level the gears. I disagree with your response and want my hammer replaced. Otherwise I will continue to email and complain daily. This is beyond ridiculous and you know that. On august 14th he responded that the game team was investigating the issue and would get back to me. on august 18th he responded that the issue is still being investigated. august 19th he responded: The game team has reported to me that you gear did, indeed, rank to level 13. You may need to perform a force app refresh in order to take note of the changes. If your gear is still displaying as level 12 after doing this, please take a screen shot and send it to me so we can further investigate this issue. I checked my gear in question and i submitted a photo of said gear as requested. august 21st 2015 i received this he game team is still working on a resolution for this issue. I just wanted to touch base to let you know that the issue has not been forgotten. If you have any new information on this matter please let me know right away and I will get that information on to the game team, as anything will help expedite the investigation. August 26th 2015 i received this The game team is still working on a resolution for this issue. I just wanted to touch base to let you know that the issue has not been forgotten. If you have any new information on this matter please let me know right away and I will get that information on to the game team, as anything will help expedite the investigation. this has been goin on for 2 weeks now and i am not getting help. this is a common practice by kabam and it is frustrating. **** is incompetent and cannot provide me with a answer or a fix for this. I also placed another complaint about another issue complaint number XXXXXXXX and his response has nothing to do with my initial complaint

Desired Settlement: I want my issues to be fixed and want kabam to fix their customer service and take care of the customers who make this game continue to be available to play. if they cannot fix my issues in a timely matter i would like a refund of the money i have spent in last 3 months.

Business Response: Initial Business Response /* (1000, 10, 2015/09/25) */ Thank you for taking the time to submit this matter to us. We would like to sincerely apologize for the amount of time it's taken to address the situation with you. After investigating the specific ticket you have brought to us it has been determined that the original response you received about the Master Hammers was incorrect. At the time we had been informed by the Game Teams that the Master Hammers were not supposed to be a 100% success rate; however they were a VERY high success rate. After reporting this to them, and through many discussions, they decided to allow them to be 100% and had determined that your piece of gear had been leveled to 13 but there might have been a visual issue. You reported back that you had refreshed the application and was still unable to see the gear at level 13 and following through with an investigation the Game Teams determined the best course of action was to grant you another Master Hammer. We are very sorry that this matter did take so long to initially be resolved by the game teams, other issues going on in the game that had a higher impact had taken precedence and resources were stretched thin. This does not excuse our behavior but does help place perspective as to why it took so long for the matter to be fully resolved. As a token of our apology we would like to grant you some more Master Hammers (10) for any current or future gear you may receive while playing the game. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 12, 2015/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) So basically you're giving an excuse why us as customers don't matter. When u look at item description on Master hammer it states " use this hammer to forge your gear one level up." No where does it say "a chance to level your gear." It bothers me the most when you say "you had higher impact issues to deal with. Without us as your customers you would not have any issues to deal with. The mail we when we send a ticket to you, says you will receive a response within 24 hours. This is rarely the case. The hammers you are giving me is great .... But I want better customer service experiences with you as a company and as the BBB can see it took you almost a month to respond to them as well. How do you expect people to continue to play and spend money when we don't get answers or when we do they are false answers. Final Business Response /* (4000, 14, 2015/10/29) */ Hello, First, we would like to apologize for any inconvenience that this may have caused. We can certainly understand how missing Campaign Rewards and failed Master Hammers would be frustrating. Our Game Team has performed extensive investigations on both Master Hammers and Campaign, and have been unable to reproduce anything leading to Chests disappearing or Master Hammers failing on forge attemps. Based on your ticket, I can clearly see how certain you are that both issues occured how you explained. With that said, after reveiwing your account, we have granted two Master Hammers (lvl12) for the failed Hammers you reported initially, and we have also added two Lunete's Token Trunks for the issue reported in case # XXXXXXXX. You will see this take effect on your next login or app refresh. Please feel free to contact us if you have further questions and we'll be happy to assist you. Best Regards, Kabam Support

11/12/2015 Delivery Issues | Read Complaint Details
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Complaint: Bait and switch after the purchase: Deadpool character nerf After purchasing the character Deadpool in the game Contest of Champions in June 2015 he was part of a "character rebalance" that greatly reduced his effectiveness and useability in the game. The problem is that I paid for the full power character not the weakened one. I have exhausted all forms of resolution with Kabam to the point of being threatened with a permanent ban in all games Kabam runs if I initiate a refund with Google Play Store (where I bought Deadpool Order number: XXXXXXXXXXXXXXXXXXXX.XXXXXXXXXXXXXXXX Order date: Jun 23, 2015 7:48:37 PM CDT). I have petitioned for a resolution on Kabam's forum and have submitted tickets to their support system. One of the reasons stated that Kabam will do nothing is the time since I've purchased Deadpool is too great. He was weakened in July. Several players and I have been using the forums Kabam have provided to get satisfaction on the issue before opening a ticket. This kind of bait and switch cannot be ignored.

Desired Settlement: While ultimately I would like my purchase restored to full power that is the ultimate goal. I will also accept a refund for half of the purchase price in order to keep my character in its current state. I will also accept in-store credit worth half the purchase price.

Business Response: Initial Business Response /* (1000, 5, 2015/11/03) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any frustration the Champion balances may have caused. Deadpool was one of many Champions that were balanced in July, and his power was toned down to better reflect the current state of the Contest. With the masteries that were introduced around the time such as Willpower Deadpool's regenerative abilities were much to cumbersome to fight against in Arenas and it was a popular community concern. With that being said though we did tone down some of his excessive power the Champion is still very strong, and is by no means rendered obsolete by these Champion balances. With that being said as a showing of good faith for the frustration we have allocated 275 Units to your account. We did want to mention that we will be enforcing periodic Champion balances throughout the Contest to tone down oppressive Champions, and reinforce weaker Champions and we will be unable to provide any compensation for these balance changes in the future. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (2000, 7, 2015/11/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) It is unfortunate that Deadpool will not be restored to his former strength (what I paid for, not this water downed version AFTER I paid for him). What I do I take issue with is what you call "excessive strength" and that you state he is "still very strong" and "not obsolete". I disagree vehemently these statements. He is not in the top ten character use list for AQ, why? Because he was so weakened, that his usefulness was destroyed in the character "re-balance". This egregious weakening made it where no serious player would use what would have been a powerful and exclusive character had it not been for your bait and switch tactics. As far as not compensating for future character re-balanced, maybe Kabam should not directly sell us a character and weakening it like a dealership selling a car then coming in the night and changing the engine to a weaker/less fuel efficient version.

11/9/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Questioning as to why my account was banned with no warning or explaination. 10/06/2015 I have an act with Kabam playing Hobbit Kingdoms of middle earth. I went to log on today and got a message that popped up saying my acct had been banned for five years. I received no notice or communication from said company that this was going to happen nor any explaination as to why it did happen. To the best of my knowledge I have not done anything wrong and feel that the ban was done in error. I would like an explaination as to why I was banned and proof of such.

Desired Settlement: I want my account unbanned because I was given no explaination and have no idea why I was banned. I have done nothing wrong and have not violated any terms of service. I have always played fairly and have even spent money on this game.

Business Response: Initial Business Response /* (1000, 5, 2015/10/21) */ Hello *******, Thank you for taking the time to submit this case to us. We understand that you have some concerns related to the suspension of your account, and we will be happy to address this matter. First, we would like to apologize if there was a lack of communication regarding the action taken upon your account. We certainly understand how confusing this may have been for you, and we assure you that moving forward we will do our best to provide more transparency when it comes to matters such as these. Upon reviewing the details associated with your account, however, it does appear that your account was suspended due to its direct association with the use of unapproved third party software. Please understand, that as the use of Third Party Software is strictly prohibited by our Terms of Service, we did feel that this was the necessary course of action to take, and due and we will be unable to overturn this suspension. We hope that this information helps to bring some clarity to this matter. Best regards, Kabam Support

11/6/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have been unable to receive clarification regarding being banned from one of Kabam's games. Unable to reply to automated e-mails. On Thursday 9/17/15 I send Kabam support an e-mail requesting that they change the e-mail address associated with an account I was playing with. I played in server 170 under the name LuG associated with the e-mail: ************@comcast.net. This account was given to me by a fellow player who no longer used it. The exchange of information was done outside of the game via an app called Line. I requested that Kabam move the account to **************@yahoo.com (ticket #XXXXXXXX). Shortly after sending that e-mail I was banned from that account without notification of why it had happened. On Friday, 9/18/15 I sent two separate e-mails requesting information on why the ban had occurred. On both occasions, I received and automated response which did not address the concern and the ticket was closed (ticket #XXXXXXXX). Today, I send another request to Kabam regarding the ban and finally received an email informing me that because the account information had been shared I was in breach of the terms of service. I was told that the matter was not open to appeal and again the ticket was closed. When you first start playing the game, you are never given an opportunity to review the terms of service prior to play. I have played this game under finance_mail @comcast.net for two years and it is associated with my credit card. For the ban to happen, I will be wasting a substantial amount of money that I have spent the game with any sort of compensation or explanation from the company. Again, we are never made known of the terms of service prior to play. If I had thought that I was going to be banned or be violating any terms of service, I would not have reached out to Kabam to have them change the account e-mail. Believe me, I understand that I am submitting a complaint about a game. Please know that through the years, I have seen that people play this game as an escape and some take it very seriously. For Kabam to disregard a customer like they have is terrible customer service and bad business practice. Thank you for your time.

Desired Settlement: I would like for the account ************@comcast.net to be reinstated. or I would like a reimbursement of the money that I have paid over the years I would also accept an equivalent account modification to the account associated with **************@yahoo.com I would like to have the e-mail address of one person who could handle this case from beginning to end. I would like to see Kabam require players to accept the terms of service prior to playing.

Business Response: Initial Business Response /* (1000, 5, 2015/10/09) */ Hello *****, Thank you for taking the time to submit this case to us. We are very sorry for any inconvenience, or confusion that this issue may have caused you, but after reviewing the details associated with the account in question, it does appear that this account was banned due to a violation of our Terms of Service. We do apologize if this was not made clear in your initial inquiry, and we assure you that moving forward we will do our best to provide more transparency with regards to issues such as these. Please understand, however, that as the sharing of account information is strictly prohibited by our Terms of Service, we did feel that this was the necessary course of action to take, and as it does appear that you are not the original owner of this account, we do apologize but we will be unable to overturn this suspension. We thank you for your patience and understanding in this matter. Best regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is the same generic answer I am give me each time I request assistance from them. I fully understand if that account needs to be banned. At this point the only thing I am requesting is to be reimbursed for the money that I have used to upgrade and enhance the game. I would appreciate a refund since I did not know that I was in breech of the terms of service. Thank you. Final Business Response /* (4000, 11, 2015/11/04) */ Hello *****, Thank you for the update. We are very sorry for any inconvenience that this issue may have caused, but please understand that we will be unable to honor your request as we cannot offer the reimbursement of Mithril from an account that has been banned or suspended for Terms of Service violations. Please understand that it is ultimately the player's responsibility to review our Terms of Service, and that by utilizing our services, you agree to these terms. You can view our Terms of Service here: https://www.kabam.com/corporate/terms-of-service Thank you for your patience and understanding in this matter. Best regards, Kabam Support Final Consumer Response /* (4200, 13, 2015/11/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) When you download the game and install it onto your device, where does it say "It is the players responsibility to review and abide by the terms of service."? I have been playing Kabam games for over two years and there has never been a prompt to review the terms of service. Furthermore, I was not asking to receive a mithril reimbursement to the account that was banned. I was asking for the option of recieving mithril to the account that I currently have under the correct e-mail address. That, or I would like a partial refund in the form of a check or an Apple iTunes credit. I would understand the nature of your banning and subsequent refusal to allow me to play again if only I had agreed to the terms of service prior to playing the game. May I remind you that I contacted you to change the e-mail address. I would not have intentionally done that if I had thought it was a breech of terms. Regardless I am looking for an answer a little more substantial than an automated response which gives the appearance of indifference toward the unsatisfied customer.

11/3/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Recently, I participated in the 2 star Arena 3vs3 twice towards a Black Spiderman and a Deadpool Xforce: Did not obtained both when in the past I did. My screen name is "*********". Recently I participated in both arenas for a 3 star black spiderman and a 3 star Deadpool Xforce and after ll possible points obtained I did not received such champions. This is without explanation or guide of a complex game already. It is a very unfair practice to push players to spent thousands of dollars when they advertise the game is free. There should be a guide or a range as reference for players to observe how are they doing. Instead the game is run with no transperency and with the only goal to confuse and frustrate players into thinking that they need to spend money. However, The game is "free" as Kabam says and advertises very frequently and openly in social media. I would like very much my champions I earned -both- and a more transparent way to guide players in the arena. The technology is there and it should be a service for its customers. Kabam is not fair or honest about its way of rewards and ways of participation in the arenas. It should monitor by the BBB closely because of the multitudinious complaints there are in the BBA. It is very unsatisfactory to participate and not get the reward when in the past I was rewarded. If the status change a note or disclaimer should be presented. Instead Kabam keeps players in the dark to spend money in an advertise free game. That is not honest at all. Maybe further legal action is needed it. Kind regards, **

Desired Settlement: To receive my 2 champions and to have guides and ranges in the arenas for all players creating transparency and honesty a practice Kabam needs to adopt.

Business Response: Initial Business Response /* (1000, 5, 2015/10/06) */ Hello, Thank you for taking the time to submit this to case to us. After reviewing your listed contact email we were unfortunately unable to locate your account in either our Customer Support system, or the Marvel Contest of Champions system. If you could please provide the following information we should be able to locate your account, and further investigate your original concern. Please note that the BBB is completely public so please do not share any information you do not feel comfortable providing. - Your username(as it appears exactly in game) - Your Alliance's name(as it appears exactly in game) - The email address your Marvel Contest of Champions is linked to. We appreciate you taking the time out of your day to assist us with this matter and we look forward to your next response. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the response. They have asked me for more info to look at the account. Nothing else. Nothing has been resolved. ********* (username) ********** Alliance (1tsa) /(alliance) ********@aol.com (email) I would like the black spiderman and Deadpool X-force which I earned fair and squared. Thanks. Final Business Response /* (4000, 9, 2015/10/16) */ Hello, Thank you for taking the time to get back in touch with us. We would also like to thank you for providing the requested information, we were able to locate your account details with the information provided. After reviewing your account it appears that in the X-force Deadpool Arena you scored a total of 406,306 points which placed you at Rank 16,373 and qualified you for the top 11 - 30th percent rewards. These rewards were 175x 3 Star Crystal Shards, and 2x Premium Hero Crystals and these were successfully provided to your account and claimed on Sun Sep 20 2015 20:02:23 UTC. For the Black Suit Spider-man Arena you scored a total of 384,764 points which placed you at Rank 18,003 and this again qualified you for the top 11 - 30th percent rewards. These rewards were 175x 3 Star Crystal Shards, and 2x Premium Hero Crystals and these were successfully provided to your account and claimed on Fri Sep 11 2015 02:43:17 UTC. Due to the fact we were able to verify your Rank did not qualify you for a 3 Star Black Suit Spider-man or X-Force Deadpool allocating the Champions to your account is beyond the scope of what we can provide. With that being it does sound like you may have some confusion surrounding the system itself and we would be more than happy to address that for you. We have many different types of Events that have different rankings. For example, a 4-Star 3vs3 Arena may grant Heroes to the top 100 players, whereas a 3-Star 3vs3 Arena may grant Heroes to the top 1000. In this way, rankings do depend on the specific Event. On that note you can click on the View Rewards button on each individual Arena in order to view the Ranked, and Milestone rewards for that specific event, and this will also indicate the reward's requirement. Additionally, due to the fact Arenas are based off of how well you perform in relation to the other players participating, obtaining the same, or similar score as you have in the past does not guarantee the same results. This can be especially true when a new Champion enters the Contest as more players will want the opportunity to compete for them. We do appreciate your feedback though, and we will absolutely work towards removing any unnecessary confusion for future events. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Final Consumer Response /* (4200, 11, 2015/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Could you please show the BBB these rules, regulations, and numbers you are talking about? Where are these guides? In which web-page? And don't say it is buried in some forum mix with opinions. Can you provide the BBB and me with all these rules that affect my rewards written clearly somewhere? Are they in the game? Kabam website? As far as I know they are NON existant. And this is because I assume Kabam is trying to create comfusion amd misguidance. The result of misguidance is not obtaining any reward and therefore creates uncertainty and shows how little transparent Kabam acts towards customers. The BBB should ask as well where are the rules, regulations and rewards infoemation clearly stated. In return for these acts of creating frustration and leaving people in the dark Kabam should go out of their "scope" and make clear rules. Further, if Kabam has no time to make rules and guides clear they should award those who cannot find a way to find out what happened with their rewards. I'm very upset with your dismmissal attitud. I would like to be rewarded foe the effort and time spent in those arenas othwrwise my complaints will escalate I have contacted NBC and I should be able to tell them how poor customers getbtreated by these billionare companies. First I would like clear rules and guides of how the arena works stated in a website for everyone. Second I would like to be rewarded handsomely for my time spent in the arenatwice. I didnt get my reward because you havent post any guides.

11/3/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I played the game by Kabam rules but there was a glitch during game play and as a result I lost the ability to compete in the competitions provided. I play an online game called, Kingdoms of Camelot and during one of kabams side events, Inferno, that took place, I believe from June 22 thru July X XXXX. During this time we as players compete in individual competitions for trophies, that we trade in for prizes. On the last weekend of Inferno, there was a break for Indepenence Day and no trophies were handed out, so I spent time gaining resources and other useful items to accelerate me in the rankings after the break was over. I then used my resources to set troop Ques that would allow me to gain might and troops for several competitions and then use those same troops to battle other opponents to obtain trophies. After logging back in after the break, my troop ques had vanished and all that time and resources were gone and a deadline for obtaining more trophies on my heals. I was at a loss for what to do to. So I contacted kabam and was told that there was indeed an issue and other players experienced the same issue. I was also told that kabams game team was already investigating the glitch and I would be met with a satisfactory resolution that met my needs. My ticket was then closed and with no resolution. I then sent another ticket in, looking for help as I had been wronged and was not able to receive fair gameplay, which directly affected my overall outcome in the rankings for prizes. I have multiple emails from kabam representatives, assuring me the issue would be rectified, once the game team had finished their investigation. But again my tickets were closed. After emailing kabam again, they're now telling me there's nothing more that can be done for this matter and sorry if I wasn't satisfied with the outcome and the case closed. I have also received a few Merlins tokens in the beginning, as good faith and misunderstanding. That ticket was also closed. In some of the emails from kabam, I was told there was a problem but there's nothing else can be done. One sentence says I will be compensated and the very next, they're apologizing for about not being able to further assist me and case closed. All I wanted was what was rightfully mine and I played the game by the rules kabam has put in place. I also have played this game for nearly 3 years and spent and great sum of money but to see how kabam treats their paying and long time customers is disgusting and extremely unprofessional. I feel as if kabam has stolen from me and I feel violated! I just wanted what was owed to me but kabam doesn't seem to want to justify they're wrongful gameplay.

Desired Settlement: After being put through so much and many emails to and from kabam, I am extemeley disappointed. I would like at this point to be treated with respect as any business should treat their customers. I would like to receive the inferno gear set and no less than 3 total master hammer 11, and master hammer 12 and the jewel chest that was being given out during the Inferno Comp. I think after a month of emailing and so much wasted time and money this is fair. If this is done then I will continue to play and even spend money. I was told several times I would be compensated in a manor that met my needs and that's exactly what I expect from kabam after all the time, money,effort and leg work put into trying to get someone to help me and the problem resolved. Kabam was given more than enough time and opportunity to correct this issue and in failing to do so, I have suffered in the world that I log into daily, as I can't compete with outdated gear.

Business Response: Initial Business Response /* (1000, 16, 2015/09/28) */ Hello ****, First, we would like to apologize for any inconvenience that your issue with the Inferno Event may have caused. We will be happy to review this matter for you. Our Game Team performed extensive investigations on troop training during the Inferno Event, and were unable to reproduce anything leading to troop queues disappearing. Based on your ticket, we can clearly see how certain you are that these disappeared how you explained, but because they were only ble to confirm that troop queues were not disappearing, we must keep that in mind when reviewing your case. Again, we know how certain you are of this and we can't explain what may be causing this confusion. With that said, we would like to assist you as much as possible, and with this in mind, we have added the following items to your account: - three Total Master Hammer (lvl11) - one Master Hammer (lvl12) - one Jewel 10 Chest - one Magical Token Friday Hysteria Chest For the Inferno Gear Chest, we're afraid we cannot honor this request. Due to the high value of this Chest and that our investigation did not find evidence of disappearing troop queues, we do not believe allocating the Inferno Chest would be appropriate in this case. Again, we are very sorry for any frustration this issue has caused for you and we wish you the best! Best Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 18, 2015/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, again As I appreciate the attempt to help me and only after contacting BBB, have you made this attempt! It's typical of Kabam, to brush players off and close their case. And yes, I emphasized the loss over and over because I know what happened, I've no reason to lie! Just like jewels don't disappear when moving them between gear, but they do and Kabam can't duplicate this either...I was only 5 trophies short of winning the helmet, which I was settling for due to the "glitch" and I have the EMAIL, that CLEARLY states there was indeed a problem, out of the mouth of Kabam Staff, with missing ques and response saying others experienced this issue as well?!?! With this said, Kabam can keep the gear! Kabam has been continuously sent Kingdoms of Camelot into the ground over the past few months and made horrible attempts at trying to recover players and keep their interest. As for me I log on and play for free and haven't and will not spend another penny on a game with such ridiculous customer support and poor payouts for events. Another paying customer gone, not that Kabam cares. It's obvious, with the amount of complaints and constant emails being closed, with generic response to all players. Once a fun game and now is a joke, Kabam should be ashamed but it's all about the money...PATHETIC! And the fact that you state the "high" value of the gear...pretty sure I've spent thousands of dollars thru Kabm. But as long as you all can sleep at night, it is what it is. So thank you again for nothing and wasting yet even more of my precious time! God bless your families Sincerely, Nonpaying Unsatisfied Customer

11/2/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Kabam couldn't detect hackers using a mod to alter the game giving them an unfair advantage. I want a refund for wasted money spent in game. Many Android users were able to use an App known as X-Mod in the game Marvel Contest of Champions. This app allowed them to exploit arenas making them win every fight, end fights in half the time it takes and almost double up their point totals giving them a HUGE advantage over honest gamers. Winning arenas is how you win characters and the more characters you have, the better your team is and is pretty much the focal point of the game. X-Mod users were able to do this under Kabams nose while people like me were pointlessly pumping money in to the game trying to beat their scores. No matter how much you spent on recharges (there's a two hour wait period to use a champ to fight again uless you spend to recharge)it was impossible to catch up the to insane scores they were getting using this Mod. Finally Kabam caught on and started a 3 day ban for those they expected were using this mod. When the ban was lifted the scores went right back up. I contacted Kabam and Apple ITunes for a refund for all the previous time and money I wasted grinding arenas even though my goal was impossible. Kabam says they do not give refunds and Apple said they were explicitly told not to give refunds for this game and that there was an update. My issue was before the update happened but they still refused. Kabam has acknowledged on many occasions they are aware of the hackers and were doing what they could but that does again that does not help with all the wasted time and money. Kabam promises a safe atmosphere for gaming and I was not provided that.

Desired Settlement: I am requesting a refund for all my in app purchases. They violated their agreement with me to provide the safe atmosphere I thought I was in. I requested the almost $7,000 and they and ITunes have already refused but that is what I am requesting still.

Business Response: Initial Business Response /* (1000, 5, 2015/10/01) */ Hello, Thank you for taking the time to submit this to case to us. We understand how frustrating it can be to learn that some players were exploiting the game in order to achieve higher than usual results, and would like to sincerely apologize for any negative impact this had on your gameplay experience. With that being said we take the security of the game very seriously, and have done our best to ensure that it is as fair as possible for all players. To that end we have implemented a system that now automatically locates players using a third party program and takes action against their account. In the case a player uses a third party application an additional time their account is permanently banned. With that being said prior to the automated system we were taking action against accounts in the same manner as we have never permitted third party use within the game. However, this process was manual and much more time consuming than it has become in recent weeks. We would like to apologize for any concern that this matter may have caused, but we have been vigilantly ensuring the integrity of the game even before the automatic system was implemented. After reviewing your request we have determined allocating a refund for the investment you made in our community is beyond the scope of what we can provide in this situation. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response by Kabam is their typical generic response. The fact that they now updated doesn't help what happened before the update. There is no permanent ban either. Those players caught cheating only received a 3 day ban and returned to the game after only to continue. The problem I have also is Apple and Google were issuing refunds for this issue until Kabam told them explicitly not to anymore. I can't understand why. We all communicate in the community and many got the refund while others were left in limbo after the "update". Also in the wording of their response they acknowledge the cheating and unfair advantages players were getting. I was promised a safe gaming atmosphere and who knows for how long I was not provided with one. The fact that they manually looked for issues rather than automatically looking is irresponsible. In MCOC there are well over 100k of us and not provided the proper security is again irresponsible and a lie of their promise for fair gaming. Final Business Response /* (4000, 9, 2015/10/16) */ Hello, Thank you for taking the time to get back in touch with us. We wanted to begin by mentioning that we are unable to provide details regarding other players accounts due to the strict privacy policy we have instated to protect our players. In most situations we did implement a 72 hour ban as a warning for them to cease using third party software. Additionally, we notified them if they continued to do so afterwards their account would receive a permanent ban. With that being said, at the time we implemented the automatic system we were also permanently banning players on a case by case basis, dependent on the severity of the situation. Permanent bans were administered when it was determined that the rewards gained from Third Party Software were harmful to the community as a whole. As mentioned previously providing a refund in this situation is beyond the scope of what we can provide, and for additional context I have provided the relevant section of our ToS, and a link to it's entirety below: https://www.kabam.com/corporate/terms-of-service "YOU ACKNOWLEDGE AND AGREE THAT YOU ARE FULLY LIABLE FOR ALL FEES AND CHARGES MADE THROUGH YOUR ACCOUNT.YOU ACKNOWLEDGE AND AGREE THAT THERE ARE NO REFUNDS FOR FEES AND CHARGES MADE THROUGH YOUR ACCOUNT." "YOU ACKNOWLEDGE AND AGREE THAT VIRTUAL CURRENCY AND SITE ITEMS HAVE NO CASH VALUE AND THAT NEITHER KABAM NOR ANY OTHER PERSON OR ENTITY HAS ANY OBLIGATION TO EXCHANGE YOUR VIRTUAL CURRENCY OR SITE ITEMS FOR ANYTHING OF VALUE, INCLUDING WITHOUT LIMITATION, REAL CURRENCY, AND THAT, IF YOUR ACCOUNT IS TERMINATED, SUSPENDED OR OTHERWISE MODIFIED OR IF YOUR RIGHT TO ACCESS THE WEBSITES AND/OR SERVICES IS TERMINATED, THE VIRTUAL CURRENCY, SITE ITEMS AND YOUR ACCOUNT SHALL HAVE NO VALUE." " "All purchases of Virtual Currency and Site Items are final and under no circumstances will be refundable, transferable or exchangeable. By purchasing Virtual Currency and Site Items (e.g. clicking or tapping the relevant purchase button), you are confirming that you want the Virtual Currency and/or Site Item immediately credited to your Account and that by doing so you lose any cancellation rights under applicable laws, including but not limited to the EU Consumer Rights Directive (2011/83/EU) and/or any national laws implementing it. " We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support

11/2/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Did not receive what I paid for. On October 11, 2015, Kabam removed units that I had bought and saved up over the course of several months. I attribute it to a glitch in their programming, possibly done on purpose to get more money from the consumer. I absolutely did not make the transaction they claim that I made. Customer service told me they are not able to correct the problem. I have spoken to several other players and this seems to be a common practice by Kabam.

Desired Settlement: I would like for Kabam to return the 2000 units that were wrongfully taken from my account. Units are part of the game and I plan to spend them on the game, as they have no other use. I do not understand why Kabam is unwilling to correct the problem.

Business Response: Initial Business Response /* (1000, 5, 2015/10/28) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any frustration that this may have caused you as we completely understand how concerning it can be to purchase something that you did not intend on purchasing. After reviewing your account we were able to confirm that you made a 2,000 Unit donation to the Alliance you were in at the time WEAREMANY at 10/11/2015, 9:13:15 AM UTC. The donation converted Units into Gold for your Alliance to use. Due to the fact that this transaction is not irreversible, and your Alliance would benefit even if it was unintended Support is typically unable to return Units back in this situation. With that being said without any further delay we have returned the 2,000 Units to your account as a showing of good faith. We did want to mention that players have to go through multiple prompts to make this transaction, and so we highly recommend paying close attention to the transactions you are taking on your account as this is not an accommodation we will be able to make for you moving forward. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (2000, 7, 2015/10/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Kabam did in fact return the 2000 units. It is a shame that it took this much effort to get them back. If customer service would have been willing to help, this could've been avoided all together. Instead, customer service continuously lied to me about the game mechanics required for this problem to have occured. Transactions in the game have no confirmation or any safeguards. If you are playing the game and accidentally touch the wrong part of the screen, you literally just bought something. The prompt you speak of, completely obscures the transaction that is about to take place in the background (by way of a large pop up). Having said that, I do thank Kabam for resolving this issue. This is a fun and highly addictive game which I enjoy playing.

10/30/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Not giving the proper prize for the game. Full refund of all the dollar spent in the game. I am playing this game Marvel Contest of Champion by Kabam.com. Twice i should get a 4star champion and due to system crashing on that game i was not able to get them.. They keep on saying that i did not get such prize.. Another one is sudden change on game prizes. They have this game in Marvel Contest of Champion an Alliance Quest where in if you reach the top ranking you will get higher prize. During the first day they showd us a great prize for the top 40 alliance. So my alliance did all the best that we can to reach that top 40. When the allaince quest ended we are the 40th place.. Then when we check the prize it showed that only the top 30 alliance will get the great prize including the 4 star champion that we are aiming for.. We contact them and they told us that we might just get confused or just look at the different prize.. Seems they really dont do anything on their part

Desired Settlement: I want a full refund for all the dollars i spent in this game through iTunes.. My alliance also want that they give the prize that we should get. I also want the prize that i deserved.

Business Response: Initial Business Response /* (1000, 5, 2015/10/13) */ Greetings, Thank you for taking the time to contact us regarding your missing Champions and your concerns with a sudden change in the winnings for a promotional event. After investigating your tickets on the matter of missing Champions we see you reported the loss of a 4 star Black Widow and 4 star Punisher on different occasions. The agents handling these cases were able to confirm through our logs that you did not win these champions. On the subject of the Black Widow champion, the agent handling the issue asked you for a time period of when the Crystals were opened, and you replied with "Around the time i message you..". Then the agent was able to find that around the time you submitted your ticket you had won from 4 Premium Hero Crystals: 2 Star Colossus 2 Star Iron Fist 2 Star Colossus 2 Star Superior Iron Man We have been able to confirm from our system logs that this information is correct. The agent then explained the visual occurrence we have seen from time to time where a crystal spinner stops on a 4 star but instead something else was won. To reiterate this point, prior to the spin animation starting, once you chosen to open a crystal the choice of what you will win has already been made. The spinning is merely a visual aesthetic. We sincerely apologize for any confusion that this has caused. On the subject of the Punisher, the agent handling the issue already took a queue from the content in your ticket to find the timing for when you opened these crystals and which ones you opened. From this information they were able to determine that of the 6 arena crystals you opened you received: 5000 Gold 1 PVE Refill 45 Units 3000 Gold 3000 Gold 3* Punisher (duplicate) They also informed you of the visual occurrence that will sometimes appear as if a different champion or reward is won than what was applied. Based on all of the information you have supplied us on this matter, and our answers in previous tickets you have submitted we checked the full logs of all of your crystals opened in August and September and were unable to find any signs of you winning a 4 star Black Widow or Punisher. On to your report of an event changing it's winning structure after the event was over. We have looked into this as well and do not have any historic reports of a change like this occurring mid or post event. Additionally we have received no other tickets in this time period reporting that the event winnings had changed between the time the event began and ended. Based on these findings we have no reason to believe that this event changed it's structure or winnings during or after the event and wil be unable to allocate any rewards. Again we would like to apologize for any confusion that the visual component of the crystal system has caused, but rest assured that we have been able to confirm every champion or item you were to win from a Crystal has been correct. Sincerely, Kabam Support

10/30/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Blastron Taken off market without notice despite collection of in app purchases. Back in 2013 I began playing a game called Blastron, during my time I made a few purchases for in game credit. The game was very enjoyable and consumed many hours of my time. My Son, many other friends and I would play for hours. I was a community member who even helped the developers identify and resolve a major exploit during the games lifetime, and despite some of the grievances many players had due to cheaters, we agreed this was quite possibly one of the best games Kabam has ever developed. Then all of a sudden it ended, the money many of us invested via in app purchases gone along with the game. What happened to Blastron? The Blastron community wants the return of this game. There has to be some realistic scenario where this game can be put back into production. We (The gamer community) paid Kabam money which should have secured the continued development of Blastron. But instead, we had our money taken for some time, and then the servers were simply shut down without warning. We can't even play the single player aspect of the game with the server's offline.

Desired Settlement: This is not a question about money, we paid for a game with our commitment of time and money, and in return would like continued development of this game. What does the Blastron community need to do for its return? Even now if you check the Apple and Play stores where the game was released, players continue to write reviews phrasing the game and asking for its return. There are Reddit posts asking for the games return, and even a Facebook page petitioning for the return of Blastron or a sequel. This despite its status as an unavailable game shows the communities commitment, and the success that can be derived from this game. Please don't let this letter go unanswered, do we need to get signatures, commitments, can we start a kickstarter project to resurrect the game? Anything?

Business Response: Initial Business Response /* (1000, 5, 2015/10/13) */ Greetings, Thank you for taking the time to submit this case to us. We would like to first address that there were weeks of notice prior to Blastron being taken off of the market. The majority of this notice was done via in-game messages and mails. We even had a campaign wherein we offered Blastron users a beginner's package of varying sizes to be applied in one of our other games being launched around the same time (Marvel: Contest of Champions, and Fast and Furious Legacy). These packages were offered before we took the game down and shortly after it was taken down to ensure that we gave everyone enough time to make the transition to a new game if they had wanted to. After all is said and done we believe that we gave the community enough advanced notice of the game being shut down and a good way to regain any of the time and money they had spent in the game in a brand new game. We're very sorry to hear that you loved this game so much and are now no longer able to play it. Support cannot speak towards any possible resurgence the game might have, but we can pass ***** the message that there are players who are interested in seeing it come back. Sincerely, Kabam Support

10/30/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Missing characters, game crashes, ranking problems, game gliches, and contest discrimination, and still no 4 star characters I downloaded contest of champions for my 5 yr old grandson in January. His first her Spiderman disappeared shortly thereafter. No replacement or satisfaction was received. Game gliches causing fight loss and ranking problems happen on a daily basis with no resolution. Character contests are played but never once have received top prizes and no reason expained, even though my son who plays, has had lower points and received top prizes. My grandson can not understand this. The game has become more of a frustration than an enjoyment now with the crashes on a daily basis. we have still not managed to get a 4 star character even though all new players get at least 2 or 3 4 star heros in the first month (my neighbour included..we recruited him)

Desired Settlement: I want replacement of lost character (Spiderman) which I have been asking for, for many months now and also restituion of all contest that we have entered and not won at least a 3 star hero. Including, Black spiderman, Deadpool, Deadpool X,and also the new Moon Night. We have entered each contest and should have ranked in the top to receive at least a 3 star of each, as my son did. I also want 4 stars, as all new players get at least 2 within the first two weeks of playing, yet somehow we have never even received one.

Business Response: Initial Business Response /* (1000, 5, 2015/10/13) */ Greetings, Thank you for reaching out to us in regards to the recent issues you have experienced in Marvel Contest of Champions. We apologize for any frustrations these issues caused you, and will be more than happy to investigate this further. If you could please be so kind as to reply back directly to this case with the following information, we will be able to investigate these issues more in depth, and assist you further with a resolution: - Player name - Email tied to your game account - 8 Digit case numbers from any tickets you put in with our support directly Thank you for your patience, and we look forward to hearing from you! Best regards, Kabam Support

10/27/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Extremely poor customer service, being given the run around, have been waiting 22 days for a resolution to two problems i submitted. ************ **** On September 2, 2015, i submitted a ticket for support within the game The Hobbit:KOM. I listed two problems that i wanted to speak with someone to either correct or provide some type of resolution to these two situations. Case number #XXXXXXXX. The first problem i listed within this support ticket was regarding the fact that my player game account was missing an in game item known as a badge of glory which i had worked long and hard (timewise) to achieve as certain badges give a player an advantage within the game. The second problem i listed stemmed from an in game, game of chance known as Turiels Wheel of Fate. On the previous day i spent well over $400 to obtain the necessary tokens needed to play this game. This game has smaller prizes but has a Grand Prize that a player may win if they ate able to collect 5 golden Keys from spining the wheel. Each spin of the Wheel is 1 token which equals 10 mitrhil (in game currency, 1600 mithril=$100) i specifically played this game in order to win the Grand Prize which i was fortunate to do so 12 times. When a player clicjs on the grand prize box it gives a discription of what is inside said prize whuch is usually anywhere from 3-5 items depending upon that wheel of fate. Within this Grand Prize the discription clearly stated the following "The chest contains all of the following. Artamir IX OR Ruby Gem VIII, 1,3 or 5 heros renowns 280 Armor Exposure Weapon Disarm 1 piece of legendary gear 10k Enchanters 25-50 legendary thursdays. My problem is Nd continues to be the first line of this prize ArtamirIX OR Ruby Gem VIII by wording this statement in this fashsion it gives the player the false impression that the individual has a 50/50 chance at winning one of these two items but out if the 12 times that I won the Grand Prize i NEVER once received a Ruby GemVIII. Had i known that the chances to win this item were in fact not 50/50 i would not have spent over 409 tokens in an attempt to win said prize. So i submitted my support request ticket with screnshot pic and received an automated response saying someone would contact me within one business day. Then on 9/4 i received a response from ******* with Kabam support. He apologized for the problem with the badge of glory and said he would speak with the game team to find out what had happened znd get back to me. Never once dud he mention he second problem regarding the wheel of fate. I replied that day and thanked him but inquired why he didnt address my second problem, i then restated my second problem and even provided a picture of the wording of the Grand Prize as shown the day of within the game. He then responded on 9/9 and said that glory badges were by season and if i wanted him to check a certain season to let him know but again failed to address my second problem. I replied again, asking him why he was nit addressing my second problem as well as inforimng him that their are three types of badges 1 seasonal, 2 alliance and 3 for the players ranking for the last seven days wich i had fir the last month been number 1 ranked. Then the next day my rankings on the glory board went from 1st to 99th. 200k glory points were taken away from my account and others that were beneath me ranking wise were now way ahead. I wrote to ******* and asked what was happening. He replied on 9/13 saying he had relayed that addittional info to the game team and i must be patient while they investagte the problem and once again he refussed to address the second problem. Everytime i have replied to him i have sent screen shot pics of the glory board rankings taken daily which shows the disappearance of over 200k glory points even though day after day i invested time and effort 2 obtain said points as well as each reply i asked about the second problem and incldued pics 2 support my claim. As of today it has been 22 days an advantage i was 2 have gained by spending such a large amount of money is gone, no effort has been made 2 resolve my problem

Desired Settlement: After 22 days of waiting for a resolution i have lost any tactical advantage that my spending 409 Turiel Tokens shouod have given me. Also due to the fact of the endless emails, the unwillingness of Garrett to deal/handle or forward my request for assistance unto a supervisor or manger be granted i believe it is only fair that some form of compensation be awarded to my account. 1st regarding the bage of glory i should be awarded the increased Buffs that i should have received due to my standings and rankings upon the glory leaderboard. 2nd that my glory points that magically disappeared should be reapplied to my score as i have earned them. 3rd due to the fact that the Ruby GemVIII is no longer considered a prize of advatage i should be awarded at least 3 Emerald Gem VIII And 3 Sapphire Gem VIII (being that i won the grand Prize 12 times a 50/50 chance would have/should have awarded me 6 Ruby Gem VIII) and lastly for having to wait an unspeakable about of time and to have gone through so many efforts to seek help and a resolution to said problem while bascially being ignored i would suggest that 10 Turiel Mini Marvel II Chest/boxes be added to my in game item inventory.

Business Response: Initial Business Response /* (1000, 6, 2015/10/09) */ Hello *******, Thank you for taking the time to submit this case to us. After reviewing your correspondence with our team in Case #XXXXXXXX, it does appear that we have since come to an agreement in terms of a resolution to this issue. We hope that you have found our resolution to this matter satisfactory, though if you have any additional inquiries regarding this case, please let us know. Regards, Kabam Support

10/26/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I made a complaint about cyber bullying incident I was enduring. I spent over $2,000 on this game and they brushed off my case without second thought. I made a complaint about cyber bullying incident I was enduring. I spent over $2,000 on this game and they brushed off my case without second thought. I've always felt shafted on every purchase i made but i loved the game until the cyberbullying started that took away the fun in the game. It has gotten worse since said complaint and still no resolution. I had an alliance member(Marvel Contest of Champions game) who decided to start his own alliance behind my back. this was not a big deal it happens. he then took half the team with him by defaming my character and making it to be better to go with him and isolate me. a little frustrating but i got over it. after that I noticed everyone I recruit he takes and now my alliance is destroyed. I then put in a cyber bully case because at this point this is harrassment which causes me stress because I feel my time with this game is more greif than relief and being that all the money I spent in this game i figured they would help. They did nothing which makes situation worse. I try to open another case but they close it with no hesitation. these are things(cyber bullying/harassment) that causes people to harm themselves or others. this is something that should be taken seriously if for no other reason except retaining faithful customers. to allow this to get worse or to ignore is unacceptable and anyone who has lost love ones due to cyberbullying will agree.

Desired Settlement: I want the alliance and its members banned or an immediate refund of all money spent on the game and my account closed afterwards to which I will never play any game ran by kabam

Business Response: Initial Business Response /* (1000, 5, 2015/09/29) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any frustration regarding the way your previous cases were addressed. After it came to our attention that you contacted the BBB any related cases were closed as we would be handling the issue through the BBB. In the future if you wish to resolve a concern through our normal Support channels we do advise that you do not contact the BBB, otherwise the issue will be handled through that channel instead. Additionally, we wanted to let you know that we take the security, and safety of our players very seriously. With that being said after reviewing your previous cases it did not appear that you provided any evidence of the players harassing you in our community. To provide you with some context we do not police Alliances, and are unable to action players for deciding to join alternative Alliances. However, if there are players within the Alliance being toxic within our community, we can take action on their accounts. With that being said we would be unable to disclose the action taken on their account due to our privacy policy if we decide to go that route. If you could please provide evidence of a player, or players being toxic within the community we would be more than happy to investigate the player(s) account. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The evidence is clear. It's true people have the right to choose. But now as it is evident that stripping me of all my members to isolate me. After trying to rebuild this team intentionally begged lied or persuaded new team members I added to leave me and join them. This takes all the fun out of this game. It's bad enough I get charged for items I didn't use, various game issues and being cheated on crystals. Now yet another issue unresolved!? I'm just about done with the poor level of customer service and the way ALL my issues are addressed and left unresolved. Also intentionally trying to isolate a player or alliance to force quitting is cyber bullying and the evidence is easy to see just from activity. If you don't monitor or police your game then how do you ensure security and safety? How do you know what is happening in your game to swiftly eradicate any uprising issues? It seems this game is not what I signed up for. Being that I will receive no resolution for this issue that has put me at wit's end, I would like nothing more than a Full refund of ALL of my money and my account closed after refund. The game is not fun anymore and I don't support cyber bullying. Especially when I am the victim and when I have spent over $2000 in this game. No real resolution for any issues I've had year to date, lost 2 alliance members for same thing. The cyber bullying and the lack of resolution for other game issues forced him to quit. I lost a total of 22 players on the account of intentional isolation. When you take 5-10 players that's bad but to take more players added after you left , shows malicious intent. If you don't see that then all the more reason to refund me and then deactivate my account. I refuse to be treated and "handled the way you did and allow you to keep all my money. This would indicate that I support cyber bullying and poor customer service which I do not. I left messages for customer support to call me to explain in depth the situation numerous times for months. No response from you or no call. I believe your resolution to problems and your overall ability to resolve problems are terrible and off putting. I don't want to play anymore really my activity has diminished along with my will to play this game as every time I look at my alliance it's a constant reminder of isolation intentional and lack of resolution constantly from your team. My resolution is clear. Please refund all my money and then close out my account. If I sold you a broken product and then made it seem okay I did and try to place blame on you, you would be demanding a manager and your money back. So please understand where I'm coming from and just do what I ask. Release my funds! The fact I have to complain to BBB to get a descent response from you shows your lack of customer service skills and attention to detail. Your resolution skills are as good as putting a band aid for a finger cut over a gunshot wound. I don't feel you have any respect or consideration for paying customers. Especially when they spend as much as I have. Your setup is questionable as all numbers for customer support are all to answering machines that never get responses or connect you to live people. This whole thing stinks of foul play and I refuse to fall victim to it. My only resolution at this point is full refund and afterwards my account deactivated. Do you have a counter monetary offer? Please respond. Or now would be an opportune time to call me. And FYI the alliance and all members of COCCR as well as it's leader are still in possession of their account which proves you have taken no action against them and your response here basically says you are not going to. Final Business Response /* (4000, 9, 2015/10/16) */ Hello, Thank you for taking the time to get back in touch with us. We would like to first sincerely apologize for any confusion that our previous response may have caused. We absolutely monitor and police our game ensuring that players are not using third party software, and making sure that players are not exploiting unintended game mechanics to name a few. Additionally, we do monitor Global chat, and take action on players that are harassing other players, or being toxic in any another fashion. With that being said we believe if a player is having an issue within their Alliance it is their responsibility to remove themselves from the situation and locate another Alliance that is better suited for them rather than punishing the community by enforcing strict Alliance rules. Marvel Contest of Champions is a competitive game and as such the acquisition of Alliance members is a valuable commodity and it is not unreasonable for two equally competitive Alliances to fight for that commodity. With that being said we will continue to monitor the Alliance you have brought to our attention, and if we determine that they have violated our TOS we will take corrective action against their account. On that note providing a refund for services rendered is beyond the scope of what we can provide in this situation. To help provide context I have included the section regarding refunds of our Terms of Service below, and a link to the full TOS as well: https://www.kabam.com/corporate/terms-of-service "YOU ACKNOWLEDGE AND AGREE THAT YOU ARE FULLY LIABLE FOR ALL FEES AND CHARGES MADE THROUGH YOUR ACCOUNT.YOU ACKNOWLEDGE AND AGREE THAT THERE ARE NO REFUNDS FOR FEES AND CHARGES MADE THROUGH YOUR ACCOUNT." "YOU ACKNOWLEDGE AND AGREE THAT VIRTUAL CURRENCY AND SITE ITEMS HAVE NO CASH VALUE AND THAT NEITHER KABAM NOR ANY OTHER PERSON OR ENTITY HAS ANY OBLIGATION TO EXCHANGE YOUR VIRTUAL CURRENCY OR SITE ITEMS FOR ANYTHING OF VALUE, INCLUDING WITHOUT LIMITATION, REAL CURRENCY, AND THAT, IF YOUR ACCOUNT IS TERMINATED, SUSPENDED OR OTHERWISE MODIFIED OR IF YOUR RIGHT TO ACCESS THE WEBSITES AND/OR SERVICES IS TERMINATED, THE VIRTUAL CURRENCY, SITE ITEMS AND YOUR ACCOUNT SHALL HAVE NO VALUE." "All purchases of Virtual Currency and Site Items are final and under no circumstances will be refundable, transferable or exchangeable. By purchasing Virtual Currency and Site Items (e.g. clicking or tapping the relevant purchase button), you are confirming that you want the Virtual Currency and/or Site Item immediately credited to your Account and that by doing so you lose any cancellation rights under applicable laws, including but not limited to the EU Consumer Rights Directive (2011/83/EU) and/or any national laws implementing it. " We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Final Consumer Response /* (4200, 11, 2015/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) There has been no rebuttal to any claims made. Also this is the most attention spent on my issues. And by the way I'm still waiting for a definite resolution to take away the pain endured from my experience with the situation and your lack of response which made the situation worse. Furthermore speaking of what is out of the scope, does this mean isolation and cyber bullying is acceptable and within the scope?

10/26/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: In game error has devalued the money I have spent to gain an advantage of other players. Kabam have recently offered a Taurials wheel where the grand prize was a chance at winning a new Sapphire VIII gem which gives a 64% debuff against enemy attack. I spent roughly between XXX-XXX taurials tokens to gain this rare item which represents a significant amount of money spent on in game currency to achieve. Not two days later but a problem that thy have openly admitted to on their own forum meant that a chest within the premium chance event enabled players to gain 30 or more Sapphire VIII gems effectively devaluing the taurials tokens I had used to acquire just 6! I have complained to support however their response has been inadequate. I have spent a lot of money to gain an advantage over other plays and yet this has all been undone and I have no hope in regaining this without having my taurials tokens re applied to my account. I have email correspondence from kabams support function confirming the issue that has called this imbalance within the game and it is also evident on their community forum. ***Document Attached*** The in game mistake has led to my advantage being completely ruined and the taurials tokens I have spent being significantly devalued. They represent a large cash invesemt in the game in order to gain an advantage over others. Here is kabams response on the mistake which fails to take into account the negative impact it has had on my gaming experience; http://community.kabam.com/forums/showthread.php?XXXXXX-XX-XX-*********-s-Premium-and-the-Sapphire-Gem-VIII-issue&p=XXXXXXX#postXXXXXXX They have admitted to the error and confirmed that they were to blame however they are not prepared to provide an adequate solution based on my own individual circumstances instead claiming that they are going to fix this for everyone. This is unfair as it doesn't address my individual circumstances or the nature of my complaint that the money I have spent to acquire rare items has been significantly devalued by the error. Hi I wish to add some further information to my complaint with kabam. The case reference for them is XXXXXXXX. I have seen on community forum that people are reporting large refunds from iTunes regarding this issue and would add that my request to have taurials tokens applied to my account demonstrates my commitment to the game and my continued investment in it. Unlike those seeking refunds direct from iTunes I enjoy playing the game and would like to continue doing so. If whoever is assigned to my case can advise me on any further information or evidence that I can submit to support my request I would be greatful. I.e my game name is ******* and I play on server 242. Any screenshots or emails I have between myself and the support function. Kind regards **** ************

Desired Settlement: I would like 500 Taurials tokens applied to my account Matteus 242 so that I am in a position to regain the advantage that I have spent a lot of money on to achieve. If kabam had notate this error I would still be one of the top coming high scorers on my world.

Business Response: Initial Business Response /* (1000, 7, 2015/09/29) */ Greetings, Thank you for taking the time to submit this case to us. We certainly understand how frustrating an issue like this may be, and assure you that our team has taken the proper precautions moving forward to ensure that issues such as these do not arise again. We realize that a great number of our players spent a considerable amount of Mithril in order to acquire these Sapphire VIII gems, only for their advantage to be lost as the result of this Premium Event. After much deliberation, we're happy to announce that our team has implemented the following changes to restore the balance within our realms. As of 9/22, we have removed all Sapphire Gem VIIIs in excess of 2, that were acquired from the Galadriel's Premium Event during the affected time period. As these Gems were acquired through an inadvertent drop rate, we do believe that this was the best course of action to take. We sincerely apologize for any inconveniences or confusion that this matter has caused. Best regards, Kabam Support Initial Consumer Rebuttal /* (3000, 9, 2015/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response for the following reason as although kabam has stated that they have removed these additional gems this is not the case at all. Speaking from my own experience I have spoken to several players within my alliances and others who have confirmed that they have not had these items removed. This issue has caused a huge imbalance within the game and I will not be satisfied with anything less than the 500 taurials tokens I have requested to be added to my account. Kabam has offered a flawed solution in that they have stated they will remove these gems and this hasn't happened. In fact I would go so far as to refer you to your own community forum where players have stated the exact same thing. I have spent a lot of money in mithril to acquire an advantage and your mistake has completely devalued the money I have spent to gain this. It is unacceptable and for a global company such as yourself to make such a gross error is embarrassing. As stated I am asking for items to be applied to my account so that I can continue to enjoy playing your game and try to gain back the advantage which you forfeited with your mistake. Unlike others who have gone directly to iTunes and google play to seek large refunds. Please respect this sign of good faith on my part and do the right thing based on my individual circumstances. I have several email responses and screenshots from the forum and would appreciate that this request is dealt with in a timely fashion. Hi ******** I noticed after submitting my response that you have asked for a middle ground solution and would like to add that the request I have made already represents this. As stated I used easily 700/800 taurials tokens so the amount I have asked for already represents less than what I used within the game to get this rare item. Not sure if you are able to add this to my response on my behalf but I would appreciate your assistance in this matter. Kind regards **** ************ Final Business Response /* (4000, 13, 2015/10/17) */ Hello *******, Thank you for the update. Although we did experience some issues with the initial removal of these Sapphire Gems, we would like to assure you that this matter has been resolved since our last correspondence. We do realize how frustrating this issue may have been for you, and we would like to offer our sincerest apologies for any inconvenience that this may have caused. While any imbalances caused by this issue should now be addressed, we have provided your account with some Tauriel's Mini Marvels as an accommodation for your troubles. We hope that you find these items helpful in your adventures. Best regards, Kabam Support Final Consumer Response /* (4200, 16, 2015/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the businesses response as they are claiming there was an initial issue removing these gems which has now been resolved. However this is not the case as I myself still have the gems that have supposedly been removed. This does not fill me with confidence that kabam have taken this issue seriously as if they have not removed the items from my account I am certain that other players will have these items. I have spoken to several players on the server and they have also confirmed that these items have not been removed. They are offering me a few taurials chests with a chance at winning between 4-200 tokens well the likelihood of me winning the top prize and being in a position to regain the advantage I lost due to their error is a million to one. This is just another example of how kabam is trying to damage their relationship with their customers. I used easily 700 tokens for an advantage which represented weeks/months of spending to acquire the tokens all for this to occur. If kabam are not happy to grant me the 500 tokens I have requested I would think that they would meet me in the middle and offer me 250 tokens as a gesture of goodwill. I am really not very happy and I will not be spending money within the game again going forward as I can see now that the after care and customer service is not up to standard as I feel like I am fighting over a reasonable requested only to come up against a brick wall time and time again. What you have offered is ridiculous based on what I have spent and used to gain an advantage. Please take my complaint seriously and provide me with a serious resolution.

10/21/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Rewards I purchased were removed. They refuse to restore them and compensate. They won't address the issue and close the case to cause more difficulty GK is a game benefit you either purchase or earn. It gives you extra bonuses with significant in-game value. I had raised mine to level 6 in August, 2015, then the game deleted it, and I had to start over again. I asked for compensation, and they gave a minimal amount that I told them was inadequate. I raised it to level 6 again, and it disappeared again on 9/15/15, despite having over 100 days remaining on it. This time, it also took away mana, stamina, and tower endurance, reducing my capacity further to earn in-game currency and items. I notified them, and have not fixed the problem. I have continued to update them and ask for in-game compensation, and they have refused. They finally gave a small compensation equal to less than 10% of the lost items. I sent them an email saying that was inadequate, and they replied that they closed my case and I needed to start all over again. This is a common practice Kabam uses to make complaints more difficult to pursue. I have had to lodge several complaints, and it happens about half the time. They have provided very poor service, and I have lost a significant amount of in-game rewards that I earned and in some cases paid for. I want in-game compensation for the items I have lost due to their faulty game. Adequate compensation to date (it could be more because they still have not returned the GK, so I continue to lose in-game currency and rewards) would include 50 summon stones, 10 "handful of offerings," 100 Caerleon Conquest Emblems, 10 streak bonus rings, 10 endurance potions, 10 spirit potions, and 10 vigor potions. This is still not full compensation for what I have lost, but I would find it adequate at this time. The longer the GK, stamina, mana, and endurance are gone, the more compensation will be required. It is also expected that my level 6 GK would be restored with 100 days remaining.

Desired Settlement: Adequate compensation to date (it could be more because they still have not returned the GK, so I continue to lose in-game currency and rewards) would include 50 summon stones, 10 "handful of offerings," 100 Caerleon Conquest Emblems, 10 streak bonus rings, 10 endurance potions, 10 spirit potions, and 10 vigor potions. This is still not full compensation for what I have lost, but I would find it adequate at this time. The longer the GK, stamina, mana, and endurance are gone, the more compensation will be required. It is also expected that my level 6 GK would be restored with 100 days remaining.

Business Response: Initial Business Response /* (1000, 5, 2015/10/02) */ Greetings, We are very sorry to hear of your recent issues with the Grail Knight subscription and devotion totals causing a large loss in rewards. This issue is currently our top priority and we are diligently working towards a resolution. Due to the nature of this issue, this resolution may take some time to implement; we truly appreciate your patience and understanding in the meantime. We also want to work towards restoring any losses and recognizing your continued support. Do know, we cannot directly alter your Grail Knight subscription or devotion as this is all calculated automatically internally. What we can do is provide items to help restore progress made. First, we've granted 630 Gems to your account allowing you to purchase a 6-month Grail Knight Subscription (just a little under double your previous 3-month subscription). Though this is primarily for your Grail Knight Subscription, I implore you to use the Gems however best suits you; they can go towards a subscription or any other in-game item. Second, we've granted a total of (95) Handful of Offerings to your inventory each granting 200 Devotion on use. This will let you reach Grail Knight level 6 and then some. You will be just over level 7 after using all (95) Offerings with 2-days to spare before natural depletion occurs. We truly appreciate your dedication and support towards Heroes of Camelot. If you experience any further issues, please contact our support team as we would be more than happy to help to our fullest extent! Regards, Kabam Support

10/21/2015 Problems with Product/Service | Read Complaint Details
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Complaint: A represented misrepresented my prize to me, causing wasted money, sleep and other prizes. He admits to his fault, but refuses to repair my account Around August 29th, In Kabam's Marvel Contest of Champions game, it advertised a 4 star Storm that could be won in arena. I was unsure of how to win this prize, so I contacted customer support. **** from the customer support team, who was accessing my account information, told me all I needed to do was play in the tournament and hit a high rank. I followed his instruction and won top 5%, which was the number needed to win the 4 star Storm. I did not win the prize though and recontacted ****. He said he made a mistake about my eligibility, which there was no postings or information on. I asked him to provide the prize that I won, based on his information and he refused. In order to play in this three day tournament, I gave up other tournaments, gave up sleep and gave up sales opportunities at my job so I didn't miss my turns. This company boasts about its $400M in revenue last year and its $1B valuation from these games, but does not provide true support to customers. I have seen many other players have their concerns also turned away with no regard and I demand justice.

Desired Settlement: Possible resolutions: A)Fix this as if I received the prize I was promised. Provide 4* Storm. Also provide approximately 1500 units to make up for mercenary crystals purchased in effort to get mutant 4*, since I was refused storm prior. B)Fix this by giving me everything missed out on if I never played in tournament. This would include providing 1-2 Tier 4 basic catalysts (and all other prizes that would have been won) for the tournament that couldn't be played while competing in the Magneto tournament. Most importantly, please provide 11,000 units to cover the cost of commissions loss on sales passed **** during the tournament. Please provide another 3000 units for loss of sleep and general time.

Business Response: Initial Business Response /* (1000, 5, 2015/10/01) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to begin by apologizing for any frustration this matter has caused. After reviewing your previous correspondences with our Support Team I wanted to let you know that how these cases were resolved are unexceptionable, and we will be discussing the matter with the agents involved to ensure that this does not occur again in the future. On that note after final review of your account we will be providing a 4 Star Storm as a showing of good faith for the confusion, and frustration we caused on our end. We understand that you have also requested an additional 1,500 Units as compensation for the Mercenary Crystals you purchased in an attempt to obtain a 4* Mutant Champion. After reviewing the situation we have determined that allocating the Units to your account for this situation is beyond the scope of what we can provide. This is due to the fact that the Crystals were purchased, used, and the contents were provided to your account, and it would be unfair to the rest of the community to provide the Units after the Crystals had been used successfully. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for providing the storm. The resolution is appreciated (it truly is). Despite my sincere appreciation, the fact is that this should have been resolved when it happened over a month ago. Since then, lots of ISO and units went to waste BECAUSE OF YOUR STAFF'S LACK OF RESPONSE. I wasted lots of units to try to get a Mutant 4*, which wouldn't have been needed if properly resolved. The items were applied to the account, but NO useful characters were found in those crystals, again making it a waste due to your staff's error. This forced me to make another unit purchase to make up for almost 900 of those 1500 units. Despite this all being related to your staff's error, I am willing to meet you in the middle on this part of the compensation. First, I will not worry about any of the wasted ISO. In regards to the units, I see 3 possible solutions to meet in the middle. 1) Refund the $9.99 I spent on units to make up for not having units purchased for a 4* offer. This purchase wouldn't have been needed if Storm was received in a timely manner because I would still have units available from unnecessary mercenary crystal purchase. 2) Provide 900 units compromise to make up for partial of wasted units. 3) Provide 1200 gold shards. I missed a 4* crystal purchase because of the units wasted on mercenary crystals in attempt for Mutant. The 1500 units would have been equal to 1200 gold shards worth of a 4* purchase. I do not expect an entire 4* crystal to make up for this, but this is the exact equivalent, 3/5 of a shard crystal. I hope one of these compromises works for you to fix this mistake. Thank you Final Business Response /* (4000, 9, 2015/10/16) */ Hello, Thank you for taking the time to reach back out to us. We are glad to hear that the 4 Star Storm has made it to your account, and you are happy to see her among your roster. We have once again reviewed your requests, and though we do believe the Mercenary Crystals purchased still held value despite your situation, we have gone ahead and allocated the 900 Units to your account as a showing of good faith. We do sincerely appreciate you working with us to resolve this matter and and hope that you have a great rest of your week. Regards, Kabam Support Final Consumer Response /* (2000, 11, 2015/10/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am closing this case because I agreed to meet in the middle and you have done so. To be honest, I am still very frustrated with your company. The game is so competitive that it requires a balance and that balance has been disturbed by glitches that were not properly fixed. I have seen newer players double their roster and it go unfixed. Removing the 5 stars was not enough, because now there is an imbalance of 4 stars out their too that have made arena more difficult. On top of this, there are constant technical issues that impact game play lately. I have contacted customer support about this without any assistance. Every time I contact customer support for an issue, my tickets are closed without resolution. I have had alliance members reach out for the same reason and have been compensated, while I am ignored. It all depends on whether you get the right person on the support team, and it should not work that way. This BBB case is a perfect example. I am closing this BBB complaint, but please review and assist with my other issues too, especially the ones that were wrongly closed. Thank you

10/21/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: 30 members were affected by an ingame glitch in which we were told to continue playing and spending while they corrected the issue. Issue not resolved On 9/24/15 the game marvel contest of champions had a 5 day alliance event in which we have previously placed in the top 10. On day 1 (9/24/15), Kabam agreed that their was an error in which other teams started with higher point yielding opportunities while our team had a disadvantage. They asked us to continue and that they will set us back on the right path. On day 4 (9/28/15) of the 5 day event we were set back even further than on day 1. Their system glitch caused our top 10 global alliance to start at an entry level section which yields 10% of the points the other alliances in our level normally get. This completely placed us out of contention with potential to knock us out of the top bracket unless they fixed the points awarded for that day. 2 of our members drove a total of 7 hours to their headquarters to speak with them as this was a time sensitive matter in which thousands of dollars had already been used. Their representative ***** in the Austin office agreed about the problem and stated he would help get us what was fair. After many emails between him, our team leaders, and the "game team", it appears that their fix to the problem was to compensate our team with "3 alliance crystals". This is equivalent to paying for a Ferrari and getting a Prius. They completely led us to believe we would be correctly and fairly compensated only to take more of our hard earned money. We finished in 11th place; we were 1 spot shy of the threshold to stay in the top bracket for the next event which also rewards the better prizes. It is clear after speaking with a team that finished in 3rd, that if we would have had the same start and proper points allocated for day 4, we would of finished with enough points for a top 5 finish. Alliance name: **** -Champions Of the Realm Elite Googleplay account. I made $540 dollars in purchases myself with my visa credit card during the event. My in game name is ************.

Desired Settlement: I would just like for Kabam Marvel Contest of Champions to re-examine the compensation for their software glitch. We were clearly on pace for a top 10 finish and invested a substantial amount of money and time to come up short. The top 10 prizes for the said event and the next one to follow (especially since their error knocked us out of our normal bracket)

Business Response: Initial Business Response /* (1000, 5, 2015/10/16) */ Hello, Thank you for taking the time to submit this to case to us. We understand how frustrating it can be to place in an event lower than you had originally anticipated. With that being said this matter was discussed at length with our Support's Leadership Team, and your Alliance Leader, The Legend. After investigating the issue and discussing the matter with your Alliance leader, we came to the resolution of providing a Tier 4 Basic Catalyst, and a Tier 4 Class Catalyst Crystal as a showing of good faith to you, and the rest of your Alliance. This allocation was approved by your leader, and allocating any additional items to your account is beyond the scope of what we can provide in this situation. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (2000, 7, 2015/10/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) This was the best kabam could do and so we said yes. But that doesnt mean i am not taking action in other ways.

10/20/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Defrauding customers by offering one thing for sale then when you buy it the give you something else worth less. They offered chests to buy with a description of what was in them. When I bought them it was a completely different prize. When I contacted there customer service department they admitted the description was wrong but wouldn't do anything to fix it and closed the ticket. My name is *** in ***. This email account isn't linked to it because you can't change email accounts with there system.

Desired Settlement: I want the chests I payed for.

Business Response: Initial Business Response /* (1000, 5, 2015/10/01) */ Hello, First, we would like to apologize for any inconvenience that this may have caused. we can certainly understand how receiving the incorrect rewards from the Adios August Chests would be frustrating. We will be happy to review this matter for you. The Game Team was made aware that the description for the Adios Chests did not correctly detail the possible rewards that could be won. The Chests were granting rewards as intended, however the description for both Chests indicated incorrect rewards could be won. Again, we apologize for any confusion and frustration that this has caused. With that said, I have added 396 Gems to your account and you will receive them shortly. You may need to refresh the app for this to take effect. Please feel free to contact us if you have further questions and we'll be happy to assist you. Take care! Best Regards, Kabam Support

10/19/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Kabam is promoting gambling through deceptive selling of products. There is no transparency in how prizes are distributed. The game does not have leader board for how players rank in arenas. It is for the benefit of the company to not show you where you place. Game rewards are very poor for how much they cost and how much effort is required to receive them. Game has a history of people using hacks or cheats and company has been slow to root them out. Items are for sale have no listed probability rates of receiving them. The mechanism that is used is kompu gacha, which is illegal in Japan. Items needed to obtain and rank up characters is extremely difficult and only the top .01 have max characters. The game is promoting gambling through malicious and deceptive selling tactics.

Desired Settlement: I want a complete refund of all my purchases. Almost $2300 in the last year.

Business Response: Initial Business Response /* (1000, 5, 2015/09/23) */ Hello, Thank you for taking the time to get in touch with us. We would first like to say that we are disappointed to hear that you would no longer like to be a member of our community. With that being said if you change your mind, and there are any specific concerns you would like us to address please feel to contact our Support Team and we will be more than happy to do our best to resolve your issue. In regards to your refund request the products that you purchased within your time in our community were of the appropriate value, and were purchased at your discretion. With that being said providing a refund of the services, and products you participated in is beyond the scope of what we can provide in this situation. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/09/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) What more needs to be said? Final Business Response /* (4000, 9, 2015/10/06) */ Hello, Thank you again for taking the time to get back in touch with us. As we mentioned previously if you have any specific concerns you would like us to address please feel to contact our Support Team and we will be more than happy to do our best to resolve your issue. As for your refund request, this is something beyond the scope of what we can provide for this matter, per our TOS. For your reference we have provided the link and relevant TOS section below : https://www.kabam.com/corporate/terms-of-service YOU ACKNOWLEDGE AND AGREE THAT YOU ARE FULLY LIABLE FOR ALL FEES AND CHARGES MADE THROUGH YOUR ACCOUNT.YOU ACKNOWLEDGE AND AGREE THAT THERE ARE NO REFUNDS FOR FEES AND CHARGES MADE THROUGH YOUR ACCOUNT. All purchases of Virtual Currency and Site Items are final and under no circumstances will be refundable, transferable or exchangeable. YOU ACKNOWLEDGE AND AGREE THAT VIRTUAL CURRENCY AND SITE ITEMS HAVE NO CASH VALUE AND THAT NEITHER KABAM NOR ANY OTHER PERSON OR ENTITY HAS ANY OBLIGATION TO EXCHANGE YOUR VIRTUAL CURRENCY OR SITE ITEMS FOR ANYTHING OF VALUE, INCLUDING WITHOUT LIMITATION, REAL CURRENCY, AND THAT, IF YOUR ACCOUNT IS TERMINATED, SUSPENDED OR OTHERWISE MODIFIED OR IF YOUR RIGHT TO ACCESS THE WEBSITES AND/OR SERVICES IS TERMINATED, THE VIRTUAL CURRENCY, SITE ITEMS AND YOUR ACCOUNT SHALL HAVE NO VALUE. Regards, Kabam Support

10/16/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Received permanent ban for actions ingame without justification. I received a ban on Hobbit KOM, one of Kabam's games for breach of TOS. I contacted support thrice and my friends did too, the first time the personel told me that the moderation team had made the decision to ban me and stated it was because of actions I made ingame that were in violation of the terms of service and denied me the chance to appeal but did not specify what the actions were and that no information would be given. The second ticket i sent received the same response that no information would be given. I have also posted on the kabam forums detailing the issue with kabam customer support, in conclusion i believe that kabam's customer support was wrong to not explain EXACTLY what actions violated their terms of service, what evidence they have before condemning and not revealing that information so that the player does not repeat it. I, like many other people have invested considerable time (4years) and money on this game and I feel its highly unfair for Kabam to ban a player without giving any detailed reason/or a chance to appeal whatsoever on what seems like simply their whims. This has caused high distress to me since I feel they have done this deliberately to make players who spend start over and spend more money catching up so that they can unjustly profit from it. If a player has done something wrong, that player should be atleast warned about his actions. You do not make people pay 1000 of dollars on an app and then one day ban them and simply refuse to tell them why. We tried to reach Kabam regarding this but after receiving unhelpful replies from their customer support giving no reasons whatsoever, we had to file a complaint here. Hobbit KOM game account connected to email id: **********@gmail.com

Desired Settlement: The player would like to know the DETAILED reasons why he was banned because he do not see anything he did which violated the TOS. He would like to know what exactly he did and when, and what evidence they have. If they cannot provide that then they should unban the player and should provide compensation for the unnecessary distress caused. We DO NOT want another automated vague unhelpful reply from Kabam Customer Support like we got the 7 times we contacted them saying it was for "Breach of TOS" without explaining the details. Thank you. If neither can be done then I would like all the money I spent on the game to be refunded.

Business Response: Initial Business Response /* (1000, 5, 2015/09/30) */ Greetings, Thank you for taking the time to submit this case to us. After investigating your account registered to the email address *********@gmail.com we have been able to confirm evidence of account sharing and the use of 3rd party applications on your account. As both of these actions are violations of our Terms of Service took what we consider to be appropriate actions. We have considered your appeal to overturn the ban and based on the allegations, and evidence, and the seriousness we take in behavior like this, we have decided to keep the ban in place. We're sorry to have brought the news to you in this way and will be speaking with the agents who handled your tickets concerning the ban to ensure that any future tickets about banning of this sort will come with further detail. Sincerely, Kabam Support

10/15/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I filed a complaint with the company, and they are now ignoring me, and not answering my emails for almost 2 weeks now. On Aug 21st, I purchased the new Samsung Galaxy Note 5, and the game that I play from the subject company (Underworld Empire) isn't compatable with that phone, as explained by the company. After emailing them, I waited for a response. Finally they said that my phone was not compatable and that it would be compatable as soon as realistically possible. Even though I find that completely unacceptable seeing as my phone is a very popular one, I conceded to wait. Three days passed *** and I received a response to another email I sent asking for an update. Still nothing. I've put money into their game (their product) and now my money is going to waste because of their lack of preparedness. They explain to me again that it will be fixed as soon as realistically possible, with an added condescending tone to the words. I immediately sent a response, to which I got no reply. I sent another email a few days later asking for another update, and finally they responded a few days after that, with the same response yet again. It has been about 2 weeks at this point, without access to the game and losing out on a lot, seeing as this is a time based game. I asked them what kind of reparations they planned to make from so much loss of play, and also asked for a refund. I got no response. I asked a few days later in another email and still no response. It's been over a month now and I've gotten no response in a little more than 2 weeks, despite sending multiple emails regarding this issue and still cannot get in to the game. I've got to the forums and complained, and seen other people with the same phone having the same issues. I recently 4 days ago sent yet another email asking for an update and have yet to get a response from them. Please do something about this horrid business practices. I pay good money for this game, and I expect to be able to contact customer service and be able to resolve something, not be ignored. Thank you

Desired Settlement: I'm looking for a complete refund of all purchases made from this company from the last year or so. I'm not sure of the complete amount but it might be somewhere in the $500 range.

Business Response: Initial Business Response /* (1000, 5, 2015/09/28) */ Hello *******, thanks for contacting us and we apologize that this situation. I believe you are referencing your Zendesk ticket, # XXXXXX with the issue that has been occurring with the Android version of our App. We do apologize that this issue is still existing and it is something that we our continuing to work on. Our Support Team can assist you with your Zendesk case and you should see a response within the next 12 standard business hours. Please know that outside of this case, our team is aware of how important this situation is and they are working to get the App accessible on your device type as soon as realistically possible. We apologize for the situation that occurred and please know that we appreciate the feedback and comments. Thank you.

10/14/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Kabam violating their own TOS agreement and failing to solve third party cheats First, two days ago I received a promotion of buy 1 get 1 free for mithril (1600/ $100.00.) I purchased this mithril as did others including my wife and two kids on their accounts. While reading kabams forum I noticed some were receiving other promotions such as 240 mithril etc. My question is why do I have to spend $100.00 to recieve a deal? Why couldn't I spend much less and get a buy 1 get 1 free like others? During the course of conversation a kabam employee (moderator) advised us all that kabam targets certain people with certain promotions? Why is this? I though kabams policy is equality, right? I mean during the last season which ended 2 days ago kabam dq'd 100's of players for using third party sites or tools like auto clicker. Why is it OK for kabam to CHEAT certain players out of mithril, valuable in game items etc which is purchases with real money because they only target certain players or types of players? The only thing that can distinguish these players is the amount of money they spend in game. Even so, that is not equality. If you're going to ban players for cheating then you need to start within your own company and make the game equal for ALL! Over the course of a couple years my family household of four has spent THOUSANDS of dollars on the Hobbit Kom. I do not mind spending money on something I enjoy. However it needs to be equal across the board. Lastly, during this season players repeatedly used third party mithril site, used that mithril to purchase in game item and then receive bonus items for the mithril spent. They are spending 1/2 the amount of money we HONEST players are spending and receiving the same items. Or they can spend the same and recieve double. Kabam has known about these issues for a long time and still has not resolved this problem. Something needs to be done. As for auto clickers, yes it's nice they finally caught people. However that's a SMALL percentage of the people using it. I know first hand of people who done both, discount mithril and auto clicker during the last season and flew under the radar. They got away with it and received items that some of us have spend hundreds or thousands on to get. If you send a ticket in to kabam you usually get a general response. I have and this is why I'm here now. I no longer want your general response. I want a legitimate one. I am requesting NO LESS than 10,000 in game mithril to be deposited on my account for the frustration and lack of support. I also want this amount do to the fact that others are getting more and costing 1/2 the price. My wife and 2 teenage kids have quit the game this week over the cheating, lack of support and unfair practicing of kabam. I run a total of 3 accounts myself in 3 different worlds. If I can't get what my request is, I will seek full reimbursement of the thousands spent on all of our accounts and quit myself. I think 10,000 mithril is a steal on your part. However I would be happy that by answering my request shows some sort of kabam standing behind its players and trying to make things right. Thanks you

Desired Settlement: A minimum of 10,000 mithril to be credited to my in game account

Business Response: Initial Business Response /* (1000, 9, 2015/09/26) */ Greetings, Thank you for taking the time to submit this case to us. We would first like to address your concerns of cheaters and those who will use 3rd party sites to purchase Mithril. Please know that we do take actions against those we find cheating within the game and those who purchase from these 3rd party sites. Anyone who is found cheating is actioned accordingly and we have continued to improve our systems of detecting this type of activity. Now on to your statement that the targeted offers and random offers we have are against our Terms of Service. There is nothing in our Terms of Service that says we will not run promotional events from time to time and it does not state that each of these events has to be presented to every player. From time to time we will run promotional events aimed at people who have not logged into the game in awhile, there are some promotions that are sent to players at random (these players are chosen randomly out of the database of email addresses we have registered to Kabam.com accounts), there are some promotions sent to players as simply a survey and if you complete the survey you are eligible for a prize or reward. As it stands these promotional events you are referring to are not against our Terms of Service. The statement that we strive for equality in our games is based on game play and game mechanics and not monetization. Many companies within our industry and within other industries use this type of promotion all the time. Regards, Kabam Support

10/14/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Items purchased using Mithril lost in common glitch. Purchased Mithril and bought chests so I could stock up on hourglasses for the next season (series of tournaments). During the Train-a-Thon I ran into an issue where my queues kept resetting. I wound up using at LEAST 15 of my 3 day hour glasses to correct the issue, as well as having to use my infinite hourglasses. In fact, i used all of my large hourglasses. I placed 11th in the tournament. With the same prizes being given for 11th - 20th. I put a lot of time and effort into the tournament, only to have a KNOWN glitch cause we me place lower than I would have. I reached out to customer service. Who made it sound like it was a new glitch, when in fact it is a VERY well known issue. and tried to give me hourglass which are far less valuable than the 3 days one which only come in boxes. I feel like they trivialized my issue. The support team is often unhelpful and not knowledgeable of the games they "support". Not only am I out materials which I paid for through in game purchases, but I am out numerous hours trying to compete in a cross server competition.

Desired Settlement: I would like Kabam to refund my Mithril, so I can begin to stock up on hourglasses again. I am asking for Mithril because they have made it perfectly clear that they will not replace the hourglasses I have lost. I will not accept smaller denominations of hourglass as I think that the issue in question is directly related to server lag and the use of hourglasses not "catching up" in time. I will also accept Galadriel tokens. As I have used them for boxes which drop hourglasses. I have spend well over 3000 in the last month.

Business Response: Initial Business Response /* (1000, 9, 2015/09/26) */ Greetings, Thank you for taking the time to submit this case to us. After investigating this matter as well as your tickets on it we have decided to grant you a very healthy amount of every hourglass to help you recover from your losses during this train-a-thon. These should show up almost immediately. Best Regards, Kabam Support

10/12/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Refusal to secure my Hobbit game account. My complaint is against Kabam Inc's customer support for their game "The Hobbit" and their complete inability and unwillingness to secure my account against another player hacking into and deleting all my game items that I have spent countless hours and a good deal of money obtaining. I reported another player for cheating and as a result they banned him from the game. However he has decided to retaliate against me and support will not assist me at all. This player has created his own game client application to access Kabam's servers and does not need their in house app to play. He can bypass ******* security password *** ONLY needs my email address to access my account. I have repeatedly asked Kabam support to change my account login email but they refuse stating it is impossible. I keep getting generic email replies from support saying "Change your password" "Change your password" and they either refuse or fail to comprehend that I have changed my password ********** and that this other player can bypass ***** server security. I feel that this is a complete failure on Kabam's part to secure their customers account information and therefore I have suffered a monetary loss due to their inaction and unwillingness to hear my case. Kabam support can reference support ticket number XXXXXXXX, XXXXXXXX & XXXXXXXX to show that I made repeated attempts to get them to secure my account and repeated attempts to make them understand that their account security is inadequate.

Desired Settlement: I am seeking a refund in the amount of $1,897.55 which is the full amount of money I have spent on this game in my time playing since 02/20/2013.

Business Response: Initial Business Response /* (1000, 10, 2015/08/28) */ Hello, Thank you for taking the time to submit this case to us. From what we understand you have some concerns related to the security of your Hobbit: Kingdoms of Middle-earth account, and we will be happy to address this issue. We certainly understand the importance of account security, and we assure you that we share your concerns. Upon a detailed investigation of this matter, we have obtained evidence that account your details were shared with other players, which appears to be the reason why your account was able to be compromised. Please understand that as the sharing of account information is explicitly prohibited by our Terms of Service, action will need to be taken. As our records indicate that your account has been suspended prior to this incident for other serious offenses, this suspension has been escalated to a permanent ban. We thank you for your patience and understanding in this matter. Best regards, Kabam Support Initial Consumer Rebuttal /* (3000, 12, 2015/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) No, as I said repeatedly, only my email address was given out. My password *** changed repeatedly and yet my account was still accessible ONLY using my email address, as I documented proof of. I don't recall my giving out my personal email address to anyone ever being anybody's business. I stated many times that the person accessing my account was using a third party game client that could bypass *** account security using only an email address. I reported a massive amount of cheating taking place within the game and the businesses response after taking the information was to throw me in with the cheaters and ban me alongside them. And now when I complain about their faulty security and practices they escalate it to a permanent ban of my account simply because I attempted to uphold the integrity of THEIR game! I will only accept the reinstatement of my account and a return of the items I lost, or a return of the money I spent. Final Business Response /* (4000, 14, 2015/09/26) */ Greetings, Upon further review of the evidence we have on this matter we came to the same conclusion as before. We will be unable to overturn this ban. With the level of account sharing found we believe the actions taken were appropriate. Regards, Kabam Support

10/12/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Premium content failures and a lack of help from support staff The Game Marvel Contest of Champions run by Kabam is a free to play interface that rewards those who work hard, have a good amount of luck, and/or pay to improve the odds of receiving premium content. To attain this content (characters) you must roll the dice via crystals and hope for the best. In my particular instance, the game crashed as the spin was stopping on one of these premium characters (4* Heroes) which was evidenced to me by the start up of a special animation. The game subsequently crashed on me at this point and when I re-loaded, my hero was gone but the crystal was un-spun. This wouldn't be much of a big deal if the odds favored players or if the game was competitive with lower tiered content. I contacted customer support multiple times in hopes that they would rectify this situation but on each instance I was put off and even blamed for corrupt files. Even if this was the case, support staff should be willing and able to help me resolve the matter.

Desired Settlement: I am seeking that Kabam overhauls their customer support policies and perhaps their rewards system which makes small trivial sounding issues like this a big deal. This is an online game and as such it doesn't suit a company that revolves around it to be so unhelpful to clients like me who have spent hard earned money. Generosity goes allot farther than stinginess. I would still be playing and spending if the staff had attempted to do something aside from putting me off and hoping I go away.

Business Response: Initial Business Response /* (1000, 5, 2015/09/23) */ Hello, Thank you for taking the time to submit this to case to us. We would like to first apologize for any disappointment your previous contacts with our Support Team may have caused. We are always improving the support we provide to our players, and take feedback seriously. In regards to your original concern we wanted to provide some additional context. In the event that your device does crash the data in most cases is stored on our servers, and will not be lost. There is some data that is stored locally on your device, but when a player opens a Crystal the data is stored on our servers to ensure that whatever prize the player was intended to receive is supplied to their account. After reviewing your account we were able to verify that the Crystals you opened prior to contacting us did not contain a 4 Star Ms. Marvel. Due to the results of our investigation it was determined that allocating the Champion to your account was beyond the scope of what we could provide in the situation. With that being said since we understood the situation was frustrating for you, and did provide a few extra Daily Crystals to your account as a showing of good faith. Again we would like to apologize for any confusion, or frustration that our previous correspondences may have caused, but after double checking your account we were able to confirm the results of our initial investigation, and will be unable to provide any further accommodations for this matter. Regards, Kabam Support

10/8/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Kabam offered me a settlement of full refund and then changed their mind. Due to the nature of a complaint filled with kabam previously, and the time it took them to respond to my complaint, kabam offered me a settlement of a full refund of money spent on the game Ravenmarch, along with an IPad Air. I accepted said offer. They requested bank statements to verify money spent on game, and I sent proof of all transactions, totalling approximately $2400. They emailed me back saying they were processing my refund, and that the iPad was being shipped to me. About a week later, they told me they would no longer be giving me a refund, of fears that it would open them up to legal action from others. A few days later, I recieved the iPad, but was told again I would not get a refund. I am requesting that we can settle this out of court, and that they obide by their original offer that I accepted from them. All communication between me and kabam can be provided, along with original BBB case, and initial ravenmarch complaint. I can also be reached via phone, or in person at their San Francisco office if needed. Thanks for any assistance in this matter.

Desired Settlement: Refund of money spent on the game Ravenmarch as was originally offered to me and accepted, totalling $2400

Business Response: Initial Business Response /* (1000, 5, 2015/09/03) */ Greetings, We have spoken with 37 Games who should have by now sent out communication informing all players that they are handling all support for the title going forward. Please know that while the title is still hosted on Kabam.com, we are only publishing the title. We encourage you reach out to 37 Games and they will be able to assist you with any future concerns. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The game was still under kabam when these issues came about. Kabam is the company who offered me the settlement in the first place. Kabam needs to stick by their word, and not try to back out of their offer. This is not a game support issue. Kabam offered me a full refund, and are now trying to back out of their offer! Final Business Response /* (4000, 9, 2015/10/01) */ Greetings, Thank you for getting back to us with this updated information regarding your case. After investigating our previous correspondences with you on this matter we have found that back in April we regrettably had to retract part of our previous offer to resolve your issue, the refund specifically, but were still willing to grant you everything else promised to help resolve your initial issue. What you received as a resolution included an iPad Air, so that you could play our games, and a very generous starting package for you to play one of our other mobile games Wartune: Hall of Heroes. Everything within the starting package equaled to $2500 worth of items, including some which were limited items no longer able to be obtained in the game. Based on the allocations granted to you along with the free iPad we deem this making up for the attempted Refund that we were unable to grant and a fair resolution to your issues in the game. If you have any other concerns regarding this situation please feel free to reply back and we will gladly look into it further. Regards, Kabam Support Final Consumer Response /* (4200, 11, 2015/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never accepted your wartune items, as I have no interest in playing that game. Also, those items were never given to me either. I did however accept a cash settlement, which you guys offered and claimed to be working on, only to retract at a later date. How is this acceptable buisness practice to extend an offer, only to take it back once you change your minds about payment? I hope BBB views this exchange as unethical as well. I live in ********, and would be happy if kabam would like to settle this dispute in person at their offices. all I'm asking for is that kabam sticks to their original offer that I accepted.

10/8/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Fast and Furious Legacy The Game Fraud. Fraud and Failure to refund money spent for items not received or services provided ethically. On Multiple occasions I have been able to validate that Kabam is falsely showing inaccurate information during tournaments to extort players to spend additional money or resources with the belief that they are in a position to win an event when this information is inaccurate. Additionally, other players are being offered pricing 90% less than other players giving unbalanced competition in a competitive game. Also, other players are being Given prizes for free while charging additional players. Both in game support, company executives and game support forum notifications and messages have been sent with no response.

Desired Settlement: I am requesting a refund for all money spent into the game as the money spent has been unfairly valued compared to equal level players in the game.

Business Response: Initial Business Response /* (1000, 5, 2015/09/03) */ Hello, Thanks for taking the time to contact us about the issues you've had with Fast & Furious Legacy. We understand that this is frustrating for you, and we are here to help! If you could please provide a bit more specific information about the Tournaments you experienced these issues with, such as the dates and type of event, as well as describing the issues themselves, we will do some looking into this for you, and address these issues as quickly as possible. Thank you so much for your patience as we work on this for you, and we look forward to your response. Regards, Kabam Support Team Initial Consumer Rebuttal /* (3000, 7, 2015/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have confirmed on numerous occasions and proven with evidence that crews with lesser points were being reported as currently in first place while the first place crews were being noted as 2nd place in an effort to extort money from the players. 2 tournament examples include the Viper Time Attack Crew Mission from July 26, 2015 and the Class B Face off Crew Mission from July 30, 2015. No effort was made to correct this issue until September. Now the last mission and current Mission the entire Crew Mission is blind and rankings are not shown at all. This has been reported and no action has been taken. On the financial request, it has been discovered and reported on 2 separate occasions that entire servers have been given discounted pricing on all cars, visuals, part crates, garage spots etc for less than 8% of the cost to regular players including myself giving an unfair game advantage to players included on these servers. This is unacceptable and I will not accept any less that 90% of all monetary input refunded. These discounts were only removed when other players began reporting the frustration. The initial discovery was Aug 13, 2015. An example of the unfair valuation is a Body Kit normally was 1690 gold while the players on the servers impacted the cost was 125 gold. Most recently a Premium crate including one of the top cars in the game was offered to the same server of people for again less than 8% of the price to additional players. All other items were also discounted as well again. Kabam offered 500 gold which was less than it would cost to buy 1/6th of a the same crate while it would have bought 2 crates with the discounted pricing. Finally, there have been multiple issues where crates were expected to include 5 parts and only included 3, or crates to include multiple specialty crates yet compensation was ingnored. Additionally, level 100 is reported as the final level in the game. This has been reported ongoing for months and no action has been taken. This prevents players from continuing play and essentially ending the game for them. Forum posts have been removed by Kabam reporting this issue and tickets closed without resolution. I could list 100 more examples but I am willing to offer Kabam any items purchased in my account to be removed as they feel appropriate and refund the requested 90% of all spend. Once completed, I will accept the resolution and allow the case to be closed satisfactorily. Until then I will continue to pursue this action and further action if needed until resolved fairly. Final Business Response /* (4000, 9, 2015/09/24) */ Greetings, Thank you so much for taking the time to get back to us regarding these issues. In regards to Leaderboard Ranking, please keep in mind that the leaderboards do not update instantly; if the server load is heavy from a large amount of players, it can take time to update, which can create the appearance of missing points or stuck ranks, or even abnormally large ranking changes near the end of the event. Regardless, we absolutely understand this is a frustrating situation, and our Game Team is currently working to improve the functionality of the Leaderboards. As far as the different Gold pricing promotions go, we are truly sorry for any frustration that has been caused by these split tests. Split tests are incredibly important to the future of the game, as they allow us to test new promotions on specific groups of player. Please know that while it may seem unfair to offer these promotions to a limited group, this is done to make sure the promotion is functioning correctly, and they are usually offered to the rest of the player base once we have collected the data from the test. With the Deluxe Part Crate, the extra two Crates were allocated to all players who were affected by the issue. If you purchased one during the issue window, and only received three Crates, the extra two were later allocated to resolve this. Unfortunately, we are unable to provide monetary refunds as per our Terms of Service Agreement. You can read the Terms of Service here https://www.kabam.com/corporate/terms-of-service, but the important sections are as follows: "YOU ACKNOWLEDGE AND AGREE THAT YOU ARE FULLY LIABLE FOR ALL FEES AND CHARGES MADE THROUGH YOUR ACCOUNT. YOU ACKNOWLEDGE AND AGREE THAT THERE ARE NO REFUNDS FOR FEES AND CHARGES MADE THROUGH YOUR ACCOUNT. YOU ACKNOWLEDGE AND AGREE THAT VIRTUAL CURRENCY AND SITE ITEMS HAVE NO CASH VALUE AND THAT NEITHER KABAM NOR ANY OTHER PERSON OR ENTITY HAS ANY OBLIGATION TO EXCHANGE YOUR VIRTUAL CURRENCY OR SITE ITEMS FOR ANYTHING OF VALUE, INCLUDING WITHOUT LIMITATION, REAL CURRENCY, AND THAT, IF YOUR ACCOUNT IS TERMINATED, SUSPENDED OR OTHERWISE MODIFIED OR IF YOUR RIGHT TO ACCESS THE WEBSITES AND/OR SERVICES IS TERMINATED, THE VIRTUAL CURRENCY, SITE ITEMS AND YOUR ACCOUNT SHALL HAVE NO VALUE. YOU ACKNOWLEDGE AND AGREE THAT YOU ARE FULLY LIABLE FOR ALL FEES AND CHARGES MADE THROUGH YOUR ACCOUNT. YOU ACKNOWLEDGE AND AGREE THAT THERE ARE NO REFUNDS FOR FEES AND CHARGES MADE THROUGH YOUR ACCOUNT. All purchases of Virtual Currency and Site Items are final and under no circumstances will be refundable, transferable or exchangeable. By purchasing Virtual Currency and Site Items (e.g. clicking or tapping the relevant purchase button), you are confirming that you want the Virtual Currency and/or Site Item immediately credited to your Account and that by doing so you lose any cancellation rights under applicable laws, including but not limited to the EU Consumer Rights Directive (2011/83/EU) and/or any national laws implementing it." We are truly sorry for the inconvenience that these situations have caused for you, and we do understand your perspective regarding these issues. We will take all of your feedback into consideration, and will provide it to our Game Team for consideration in future updates. Thank you so much for your patience and understanding, and please have a wonderful day. Regards, Kabam Support Team Final Consumer Response /* (4200, 11, 2015/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have confirmed on numerous occasions and proven with evidence that crews with lesser points were being reported as currently in first place while the first place crews were being noted as 2nd place in an effort to extort money from the players. 2 tournament examples include the Viper Time Attack Crew Mission from July 26, 2015 and the Class B Face off Crew Mission from July 30, 2015. No effort was made to correct this issue until September. Now the last mission and current Mission the entire Crew Mission is blind and rankings are not shown at all. This has been reported and no action has been taken. On the financial request, it has been discovered and reported on 2 separate occasions that entire servers have been given discounted pricing on all cars, visuals, part crates, garage spots etc for less than 8% of the cost to regular players including myself giving an unfair game advantage to players included on these servers. This is unacceptable and I will not accept any less that 90% of all monetary input refunded. These discounts were only removed when other players began reporting the frustration. The initial discovery was Aug 13, 2015. An example of the unfair valuation is a Body Kit normally was 1690 gold while the players on the servers impacted the cost was 125 gold. Most recently a Premium crate including one of the top cars in the game was offered to the same server of people for again less than 8% of the price to additional players. All other items were also discounted as well again. Kabam offered 500 gold which was less than it would cost to buy 1/6th of a the same crate while it would have bought 2 crates with the discounted pricing. Finally, there have been multiple issues where crates were expected to include 5 parts and only included 3, or crates to include multiple specialty crates yet compensation was ingnored. Additionally, level 100 is reported as the final level in the game. This has been reported ongoing for months and no action has been taken. This prevents players from continuing play and essentially ending the game for them. Forum posts have been removed by Kabam reporting this issue and tickets closed without resolution. I could list 100 more examples but I am willing to offer Kabam any items purchased in my account to be removed as they feel appropriate and refund the requested 90% of all spend. Once completed, I will accept the resolution and allow the case to be closed satisfactorily. Until then I will continue to pursue this action and further action if needed until resolved fairly.

10/8/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Major Game Imbalances Caused by ignored by Kabam Kabam made an error with one of their trades they offered via the in game sage tower. This trade allowed players to trade 20 Monday mystery chests for 1 coin rather than the 20 it should have been. Players were able to trade easily to the maximum trade limit - resulting in 10,000 chests for 1000 coins. When discovering the error rather than roll back the game to ensure no imbalances were made they instead made unopened boxes void (not many players would have left them unopened having been familiar with how kabam works) and subsequently refunded coins to all players who made the trade (regardless if chests were opened or unopened). Kabam then made a compensation chest. Unfortunately they gave it to every single player!!. This meant that the players who were able to claim 10,000 chests then be given a refund for the coins (effectively making the 10,000 chests free!!!) got the compensation chest as well. There is no way this can be seen as an effective means of compensating players who couldn't participate in the trade when the compensation chest was given to those who did make the trade. Therefore compensation chests is null/void. Kabam have a long history of making game glitches that unbalance the game and not taking any actions to correct game balance. Instead they prefer the option of ignoring players on their game forums and through customer support. This was the final straw for me and I raised a customer support ticket (XXXXXXXX). I explained my opinion on the corrective action taken by Kabam to rectify this issue. Over an approx. period of 2 weeks i communicated with a Support agent (20 emails back & forth). From every single reply I was given a standard copy/paste reply and almost no effort to answer any question I asked. This support agent also placed 5 galadriel tokens and 5 million might into my account. I communicated that this was not what i was asking for as players who made the trade recieved in the region of billion of might, many lvl 9 artimir gems, many lvl 7 sapphire/emerald gems, top of the line legendary 2 gear as well as the thousands of comsumable items (hourglasses, picks, runes etc....) and that i didn't see the matter as resolved. Despite this my ticket was closed. Additionally I have made several posts on the Kabam Hobbit forums about the issue (as have many other players) yet have been ignored by all of the Kabam mods who have any game knowledge (despite them using the forums to answer other posts) and they have ignored my private messages i sent them via the forums. I have waited paitently since the support agent plus said the game team were working on game legacy/balance. On the game forum they have replied to me that they are looking at legacy but give no time frame and cite privacy issues to say they won't tell us what actions they will take. I believe these comments are nothing more than telling me(others) that kabam view the issue as closed and they would like players to now leave them alone over the issue. This is not the correct way to deal with valued players/customer from a big company such as kabam. I request 10,000 Monday Mystery Chests be allocated to my account as was given to the many players who made the trade.

Desired Settlement: I request 10,000 Monday Mystery Chests be allocated to my account as was given to the many players who made the trade. Additionally in case you want to tell me you can't due to being fair to all players please would you explain to me how it is fair to allow the many players to keep the 10,000 chests they received??

Business Response: Initial Business Response /* (1000, 10, 2015/08/28) */ Hello, Thank you for taking the time to submit this case to us. From what we understand you have some concerns related to an in-game Exchange Event in which there may have been a discrepancy in the initial exchange rate of one of the rewards. We are very sorry for any inconvenience that this may have caused, but we will be happy to address this issue. While we would like to confirm a discrepancy with the initial exchange rate during this Sage Tower Event, thankfully, due to reports from players such as yourself, our team was able to quickly identify this issue, and we were able to take the necessary actions to ensure that this matter was resolved with minimal effects to the in-game balance. Due to the nature of this issue, however, we did feel the need to provide all of our players with an accommodation for the confusion that may have caused. While we do understand your concerns related to this allocation, we did feel that a global compensation was the most appropriate course of action. In the meantime, while we will not be able to honor your request for 10,000 Monday Mystery Chests, we would like to offer an additional Sage Tower Compensation Chest as an added courtesy for your troubles (Server ***). We hope that you find these items helpful in your adventures! You may need to perform a "Force App Refresh" to claim these items. Thank you for your patience and understanding. Best regards, Kabam Support Initial Consumer Rebuttal /* (3000, 12, 2015/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Firstly I would like to congratulate you. I really didn't believe I could receive any worse customer support than I already have - but you have really taken it to a new low with this level of service. 25 days (Yes Twenty Five Days!!!) to respond to a customer complaint. The period of time to respond is a truly appalling way to treat a customer. Secondly this reply only seems to have come about after I contacted your support department in game (ticket no: XXXXXXXX). To the matter at hand: "While we would like to confirm a discrepancy with the initial exchange rate during this Sage Tower Event, thankfully, due to reports from players such as yourself, our team was able to quickly identify this issue, and we were able to take the necessary actions to ensure that this matter was resolved with minimal effects to the in-game balance". What utter nonsense. Thousands upon thousands of players being able to make that trade and keep all of the chests is not resolving the issue with minimal effects to in-game balance. The vast majority of players who made that trade opened all of those chests and got to keep everything because you weren't able to remove all of those items. The only actions you took were to prevent everyone having fair opportunity to make the trades and made a few chests void (very few since most people had already opened them) and subsequently gave everyone who managed to make the trade and open the chests all of their tokens back - causing further imbalance. "Due to the nature of this issue, however, we did feel the need to provide all of our players with an accommodation for the confusion that may have caused. While we do understand your concerns related to this allocation, we did feel that a global compensation was the most appropriate course of action". There was no confusion. One of your game team made a mistake. Once it was noticed rather than accepting the mistake and allowing everyone equal access to the trade it was pulled. It is also no surprise to me that you felt the compensation was the most appropriate course of action. The two other options available to you would both have cost you money. The first option was to leave the trade running and allow all player equal opportunity to make the trade. This obviously wasn't going to happen since you would be concerned spending would decrease for a couple of weeks. Option 2 was rollback of the servers. Again this would have resulted in a lot of man hours spent sorting out all mithril transactions/billing which would have cost kabam money. So you will excuse me if I am not impressed with you answer which is a carbon copy of the poor service already received from your in game support services. "In the meantime, while we will not be able to honor your request for 10,000 Monday Mystery Chests, we would like to offer an additional Sage Tower Compensation Chest as an added courtesy for your troubles (Server ***). We hope that you find these items helpful in your adventures! You may need to perform a "Force App Refresh" to claim these items. Thank you for your patience and understanding". The chest you have offered me is about as useless now as it was when it was originally offered. There is absolutely nothing of use in it to me now so how do you think that it can possibly be considered compensation? Again all I ask for is the same treatment you gave all the other players - Grant me the 10,000 chests that they were all able to receive and keep due to the choices made by your company which were in your interests and not the players/game balance. Given the time that has passed ***** the sage tower trade error giving me these chest will not cause any further game imbalance as these chests are now old and contain no items to give me an advantage over other players (i.e. new gems/gear) Additionally it would be incredibly nice if you could act like a company who actually cares about their customers and respond in a timely manner (not another 25 days) Final Business Response /* (4000, 14, 2015/09/24) */ Hello ****, Thank you for your response. We are very sorry for any inconvenience that this issue may have caused, but please understand that as the balance and integrity of our realms are very important to us, we did feel that it was necessary to remove this Sage Tower exchange when the error was discovered by our team. As our team was able act quickly to rectify this error, the effects on the in-game balance were minimized, and because of this, we did not feel that a server rollback would be the best resolution. While we certainly understand how frustrating this may have been, we do apologize as we will be unable to provide you with the items that you have requested. As a special courtesy, however, we have provided your account with 1x Monday Marvel 100 Pack (Server ***). You may need to perform a "Force App Refresh" before this item can be claimed from your inventory. We hope that you understand our position in this matter, and thank you for your patience. Best regards, Kabam Support Final Consumer Response /* (4200, 16, 2015/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Greetings Kabam Thank you for your response. i appreciate that you feel you acted correctly in response to the error. During the most recent error (sapphire 8 error) you took different action and actually went into peoples accounts and removed the items given out in error (if you are not aware of this issue please see this link: http://community.************************************************************************************************* This action was not done for the the sage tower error. I asked for the 10,000 chests - i understand that you don't want to give them to me for game balance/integrity but i did feel you might have tried to meet me somewhere in between that satisfied both me and yourselves. As i already stated previously the first offer you made of the the compensation check wasn't up to scratch as it had nothing of value in there. The last offer of the 100 marvel pack whilst not giving anywhere near the same value as the 10,000 chests requested it was a nice step in the right direction. if you were to provide a few more of the marvel 100 packs i would be happy to accept this as a conclusion as it provides me with a reasonable level of compensation but not enough to cause any issues to game imbalance or integrity Thanks

10/7/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Seeking compensation for false advertising of odds with crates purchased in game along with many issues with game crashing which takes away gold Purchased well over $1000 of in- game gold used to purchase car crates and parts. Many car crates show a percentage chance to aquire the item but lead to false advertisement. One example, I purchased 28 viper time attack crates that is supposed to be a 1 in 20 chance to get it (5%) and never got the car. Also included is hundreds and hundreds of game crashes which takes oil away from your car, costing you gold to re oil the car to use it again. Also the stress in pain and suffering for the lack of support and repeated emails back and forth between customer support, which always leads to no items being returned or granted, and case closed right away to stop communication with the issues

Desired Settlement: S Class Performance model Ruf car for false advertisement of the crate odds. Opened numerous 20% crates and nothing A Class Performance model Viper Time Attack car for false odds and opening 28 crates (over $200 real money) and not getting the car. 34,000 gold back for all the wasted gold on hundreds of crashes and crates not giving items, wasted cars that were slowed down after they were built 400- 4hr speed ups for the wasted speed up on game crashes and wasted speed ups on missions that gave cheating teams the win, wasted cars that were intentionally slowed down after hundreds of dollars were spent to build them.

Business Response: Initial Business Response /* (1000, 5, 2015/09/03) */ Hello, Thank you so much for taking the time to contact us regarding your issues with the Cars you've won in Fast & Furious Legacy. We understand that you feel it isn't fair that you haven't yet received the particular Cars you want, even though you have opened quite a lot of Crates. We apologize for this, and are more than happy to assist you with this issue. First, please note that all players have the exact same drop rates, and we try to make our game as fair as possible. Please also note that your odds don't get better after more attempts, and there is no guarantee that you will ever receive a particular Car. There are different factors involved, specifically drop rates. How drop rates work is that each item has a specific chance of dropping with each attempt. Because this is still a chance based system, that does not mean, hypothetically "The drop rate is 20-30%, therefore, if I open 100 Crates, I will get 20-30 of this prize". Imagine it like a wheel game, with each prize that you can receive having different sized slices on the wheel, like a pie graph. Different prizes would have different probabilities, depending on how much of the wheel they take up. In this case, hypothetically, if an S Class Ruf takes up 20% of the wheel, each time you spin that wheel It has a 20% chance of landing on that Car; even with that being the case, it is not a guarantee that it will land on that Car, as there is still an 80% chance that it won't. A drop rate doesn't mean that you will win X amount of Cars out of a hundred; it means that the probability for winning that Car each time you get a chance to is that amount. Also, please understand that in any game of chance, the number of attempts you make is not cumulative, and does not change the odds of you winning. Returning to the wheel analogy, no matter how many times you spin the wheel, it is never guaranteed that it will land where you want, no matter how many spins you make. In this same way, having a drop rate of 20% does not mean that you will receive that prize 20% of the time, because there is a 80% that you won't. We sincerely apologize for the confusion, and hope this helps to clarify this for you. Thank you again for taking the time to contact us, and please let us know if you have any other concerns. Regards, Kabam Support Team Initial Consumer Rebuttal /* (3000, 7, 2015/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Either way, this is not the LOTTO, attempting to win millions! We are talking about virtual cars in a phone game! One should not have to spend hundreds of real dollars for a "chance" to win a car that doesn't even meet the % chance offered! And also, this complaint wasn't just about the car chance, yet everything else I said was completely ignored and the same computer generated response that is given when contacting kabam support via ticket. That being said, I will only accept 2 ways of closing this complaint without contacting the media or kabam investors. #1, meet my original demands, or #2, refund me for ALL gold purchases! Me and many others have ALOT of fraud evidence, especially with the "special" group that was only paying 10% gold cost on all items in the game while we were paying full price!!! So again, this is in your hands. Meet one of my demands, or this will be taken to a higher authority and the media/ investors will be knowledged in the fraud and special treatment of unfairness in this game. Keep a paying player happy or let this turn into a viral mess that I don't think your company will like. Final Business Response /* (4000, 9, 2015/09/24) */ Greetings, Thank you so much for taking the time to get back to us regarding these issues. In regards to the drop rates of the Crates you purchased; they are functioning correctly, and all players have the same chances of winning any car. This is what we attempted to explain previously, with the wheel analogy. While a Crate may have a guaranteed rate of 10%, this does not mean that you will win the Car if you open ten Crates. Unfortunately, we are unable to allocate the S and A Class Cars the you requested. For the Oil Changes you missed out on, we have allocated a number of Four Hour Speed Ups to your account. As far as the different Gold pricing promotions go, we are truly sorry for any frustration that has been caused by these split tests. Split tests are incredibly important to the future of the game, as they allow us to test new promotions on specific groups of player. Please know that while it may seem unfair to offer these promotions to a limited group, this is done to make sure the promotion is functioning correctly, and they are usually offered to the rest of the player base once we have collected the data from the test. Unfortunately, we are unable to provide monetary refunds as per our Terms of Service Agreement. You can read the Terms of Service here https://www.kabam.com/corporate/terms-of-service, but the important sections are as follows: "YOU ACKNOWLEDGE AND AGREE THAT YOU ARE FULLY LIABLE FOR ALL FEES AND CHARGES MADE THROUGH YOUR ACCOUNT. YOU ACKNOWLEDGE AND AGREE THAT THERE ARE NO REFUNDS FOR FEES AND CHARGES MADE THROUGH YOUR ACCOUNT. YOU ACKNOWLEDGE AND AGREE THAT VIRTUAL CURRENCY AND SITE ITEMS HAVE NO CASH VALUE AND THAT NEITHER KABAM NOR ANY OTHER PERSON OR ENTITY HAS ANY OBLIGATION TO EXCHANGE YOUR VIRTUAL CURRENCY OR SITE ITEMS FOR ANYTHING OF VALUE, INCLUDING WITHOUT LIMITATION, REAL CURRENCY, AND THAT, IF YOUR ACCOUNT IS TERMINATED, SUSPENDED OR OTHERWISE MODIFIED OR IF YOUR RIGHT TO ACCESS THE WEBSITES AND/OR SERVICES IS TERMINATED, THE VIRTUAL CURRENCY, SITE ITEMS AND YOUR ACCOUNT SHALL HAVE NO VALUE. YOU ACKNOWLEDGE AND AGREE THAT YOU ARE FULLY LIABLE FOR ALL FEES AND CHARGES MADE THROUGH YOUR ACCOUNT. YOU ACKNOWLEDGE AND AGREE THAT THERE ARE NO REFUNDS FOR FEES AND CHARGES MADE THROUGH YOUR ACCOUNT. All purchases of Virtual Currency and Site Items are final and under no circumstances will be refundable, transferable or exchangeable. By purchasing Virtual Currency and Site Items (e.g. clicking or tapping the relevant purchase button), you are confirming that you want the Virtual Currency and/or Site Item immediately credited to your Account and that by doing so you lose any cancellation rights under applicable laws, including but not limited to the EU Consumer Rights Directive (2011/83/EU) and/or any national laws implementing it." We are truly sorry for the inconvenience that these situations have caused for you, and we do understand your perspective regarding these issues. We will take all of your feedback into consideration, and will provide it to our Game Team for consideration in future updates. Thank you so much for your patience and understanding, and please have a wonderful day. Regards, Kabam Support Team Final Consumer Response /* (4200, 11, 2015/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this, since I'm playing a car game on a phone, not the lottery! There should be no reason to post a percentage odds for a car crate and buy over 2x the amount that should give u the car, and still never get it. We are paying REAL money for a VIRTUAL car!!! We don't even get any physical item! The greed has far succeeded any logical explanation. Bottom line is there is falsified odds to rob us of our money, and total unfairness and proof of "select" people who get deals that not everyone does, and cheaper gold prices to buy things. How can a game every be legally right if you can offer 2 of the same items at different prices to "select" people! And special deals that not everyone gets!!!! And I will not be happy until I get reimbursed for being robbed repeatedly!

10/2/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Lack of communication by company when dealing with customers Device was banned saying that I was using illegal software on tablet. No software was or is being used. Will not state what software is illegal for their game. Will not issue refund for items purchased that cannot be used or accessed

Desired Settlement: Want tablet unbanned. As I'm not in violation of their terms of service

Business Response: Initial Business Response /* (1000, 5, 2015/09/15) */ Hello ****, Thank you for writing in. We understand that you have some concerns with being unable to access the Hobbit: Kingdoms of Middle-earth on your mobile device, and we will be glad to address this issue. First, we would like to apologize for any inconvenience or confusion that this may have caused. Please understand, however, that the "error 1509" that you are receiving is indicative that your device may be utilizing third party software that is not supported by our game. As the use of unauthorized Third Party software is explicitly prohibited by our Terms of Service, we do ask that you please ensure that you remove any unsupported software pertaining to the Hobbit: Kingdoms of Middle-earth from your mobile device. Once this software has been removed, please delete and reinstall the Hobbit: Kingdoms of Middle-earth. Doing this should resolve this error, and allow you to access the game once again. If you are unsure which program may be causing this error, you may need to perform a factory reset of your mobile device, and perform a clean installation of the Hobbit: Kingdoms of Middle-earth to resolve this issue. We hope that this information helps to bring some clarity to this matter. Best regards, Kabam Support

10/2/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: In game inventory disappeared.Responding party Garett referenced wrong info, closed ticket. Subsequent tickets closed. No resolution at all. Player name: malasbg Email for game: ***************@gmail.com Contacted Kabam on 8/9/15 via email, upon discovery that my in game INVENTORY was gone. I asked for restoration, or at best the restoration of 5 tier 4-catalysts and two tier 3-catalysts. I purchased units at $99.99 for 3200, to open crystals.I did not delete my in game INVENTORY. The responder Garrett, referenced my in game STASH BOX, saying that I had 4700+ items and that may have caused confusion. If I get my issue was not resolved, open up another ticket. I responded and said the information was wrong, no response. Opened another two tickets, they were closed, referencing the first ticket that was closed. I spent thousands of dollars on this game, and play a lot, I just want my INVENTORY restored. It's great when customers spend money, but to resolve their issues there is no dedicated customer service phone number and no in depth research to help resolve the issue. Basically the customer is at fault, end of story.

Desired Settlement: I want my full INVENTORY as of 12:00pm on 8/9/15 restored, or all 5 of my missing tier 4 catalysts, and my two tier 3 catalysts.

Business Response: Initial Business Response /* (1000, 5, 2015/08/18) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any frustration that this matter has caused you. With that being said after reviewing your account we were unable to verify the discrepancy you have reported. Upon reviewing your account again we were able to identify that all Catalysts that have been claimed from your Stash, or that have been placed in your inventory have been successfully used. We would like to sincerely apologize for any confusion that this matter has caused, however, due to the fact that we were unable to verify the discrepancy you have reported allocating any additional Catalysts to your account is beyond the scope of what we can provide in this situation. Thank you for taking the time out of your day to contact us, and we hope that you have a wonderful day. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 8, 2015/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response given by the representative from Kabam was very inaccurate. It does not reflect the contact that was made by the company, after I filed my complaint. I thought there finally responding to me was because of BBB, and Garrett stated he would escalate my ticket to the Game Team, after finally understanding my IN GAME INVENTORY was wiped out, NOT my stash. I attached copies of the emails. And then Garrett e-mailing stating my ticket would be closed, and follow up would be through BBB. I can submit copies of all emails upon request. The company response is a copy of the Kaban's e-mail response sent to me prior to my complaint, which clearly shows the company not understanding my issue and stating wrong information. They just want to close the case, and expect me to accept their erroneous findings. I am not. I have spent thousands on this game, including time and effort. I have put up with glitches, a 4*character disappearing and Kabam doing nothing, shut downs during matches, and their total disregard for their customers because of money, and their ignoring feedback and complaints. I am just as important as any other customer. The items in my INVENTORY I worked hours for, some I had to buy like my class specific tier 4s, because of no arenas. I didn't delete them, actually that day had been doing arenas to rank up people and moved my catalysts out of my stash for rank ups, after the Tier 4 basic arena. I went to count them, and everything was gone. I want my whole inventory from the morning of August 9th, 2015 EST restored. I want my tier 4s, both basic and class specific too. List: 2 tier 4 base catalysts 1 tier 4 Mystic catalyst 1 tier 4 Science catalyst 1 tier 4 Tech catalyst 1 tier 3 Cosmic catalyst 1 tier 3 base catalyst 4 tier 2 base catalysts 4 tier 2 Mutant catalysts 3 tier 1 base catalysts These are what I can remember. Thank you. Final Business Response /* (4000, 15, 2015/09/23) */ Hello, Thank you for taking the time to get back in touch with us. We would like to once again apologize for any confusion that this matter may have caused. We are unsure where the confusion is coming from, but after reviewing your account another time we have been unable to verify the discrepancy you have reported. Tier 4 Catalysts are among some of the most valuable items in the game, and allocating them to your account without verification that any are missing is beyond the scope of what we can provide in this situation. We understand that this matter has been frustrating for you, and we would like to sincerely apologize for this, as this was in no way our intention. With that being said allocating such a large amount of high value items to your account in this situation would be unfair to the community. In order to maintain the integrity of the game we will be unable to accommodate this request, and any subsequent requests for Tier 4 Catalysts in regards to this specific situation. Regards, Kabam Support Final Consumer Response /* (4200, 18, 2015/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like my tier 4s back, or their price in units. The Kabam representative stated that they have no proof that their was a discrepancy, and there is no proof there was not. Read their reviews in the Google play store, there are a lot regarding crashing, especially after upgrades.I spent money to get those catalysts.

9/30/2015 Problems with Product/Service | Read Complaint Details
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Complaint: They claimed I cheated took away a character, but never refunded the money that it cost to get him. You cant take both. Now they refuse to respond. Kabam stated that we cheated during a tournament. It cost me approximately 9000 units over a 3 day period ($500.00). So they took away the play which is fine, but you cant take the units as well as they player and not refund. In their discloser is states nothing about account sharing. They posted something about it on Thursday 08/13/2015 on a forum but never sent it to the gamers. I don't read forums so how would anyone know this information if it's not posted on their website. I've asked them numerous times to either give me the player back that they took or refund my money and or units. They refuse to respond and say their decision has been made. Now this account sharing has been going on since the game (Marvel Contest of Champions) came out last year. They've done nothing about it until now. I deem it to be stealing. If you want the player that's fine with me, but I've continued to tell them you cant have both the player and the money/units. At this point they have closed my case and refuse to explain to me why they are keeping both. Now this is going on not only with just be but about 20-30 other players. I've spent over $15,000.00 on this game since December of 2014. I feel that is a tremendous about of money for one person to pay for a video game, but I enjoy it, so now they are refusing myself as well as other high paying players the right of an explanation. All I want if for them to refund me my units which I know I will use in about a week. I spent $500.00 alone just yesterday on this game. I don't think it's fair they way they are treating me at this point and feel it's only necessary to ask for a refund for the tournament they are stating that I cheated to win. Which I didn't even win I came in 9th place.

Desired Settlement: I would like all of my units back that I spend during the tournament I was in for 3 days. Approximately 9000 units were used. im not asking for money back just a refund on my units which would take them a whole 5 minutes to do.

Business Response: Initial Business Response /* (1000, 5, 2015/08/21) */ Hello, Thank you for taking the time to submit this to case to us. After thoroughly investigating your account it was determined that you were violating out Terms of Service which is the reason that action was taken against your account. We noticed suspicious activity on your account that lead us to believe you were sharing your account which is a strict violation of our Terms of Service. For your convince I have included the specific section on account sharing below, and for a more detailed overview of our Terms of Service you can locate it on our homepage at https://www.kabam.com/ "YOU ARE ENTIRELY RESPONSIBLE FOR MAINTAINING THE CONFIDENTIALITY OF YOUR USERNAME AND PASSWORD *** ALL ACCESS TO AND USE OF YOUR ACCOUNT, INCLUDING ANY AND ALL ACTIVITIES (INCLUDING USE OF VIRTUAL CURRENCY, SITE ITEMS, OR SERVICES ON OR THROUGH THE WEBSITES OR THIRD PARTY PLATFORMS, AS APPLICABLE) THAT ARE CONDUCTED THROUGH THE USE OF YOUR USERNAME AND PASSWORD ******* OR NOT AUTHORIZED BY YOU. You agree not to transfer or resell or otherwise convey your Account or the right to use your Account or rights therein to anyone. If you have reason to believe that your Account is no longer secure, you must: (i) promptly change your password *** (ii) immediately notify us of the problem by e-mailing us at *************@kabam.com (with the subject line: "Username Password ******** Issues"). You may not use anyone else's Account at any time and you may not allow anyone else to use your Account at any time. You agree that Kabam will not be liable for any loss you may incur as a result of someone else using your Account, either with or without your knowledge, and you further agree that you will be liable for losses incurred by Kabam or another party due to someone else using your Account. Because of this, Kabam strongly recommends that you exit from your Account at the end of each session. " We have since double checked your account, and have been able to verify there were no false positives in your investigation, and the action taken against your account was warranted. Due to this the action taken on your account will not be overturned, and War Machine will not be returned to your account. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I thoroughly agree with their response, but with this still there was actual US dollars spent on this event. As I understand the player was taken, but they also took my money which I used to get the player. With that being said there have been other players in the game whom had received their player back. If you chose not to give me my player back I am ok with that, but you cannot take the units and real actual dollars spent as well. That in my mind is not morally correct. I'm trying to find a middle ground here, but you seem not willing to work with me. Especially when I know for a fact players from MMX received something in return whether it be the player or units. I am not asking for the player back I'm asking for the 9000 or so units I spent getting him which would be in the realm of $300.00 USD. Final Business Response /* (4000, 9, 2015/09/08) */ Hello, Thank you for taking the time to submit this to case to us. Due to our privacy policy we will be unable to discuss the account details of any other player. With that being said allocating any used items or Units for this Arena is beyond the scope of what we can provide in this situation. Action taken on your account due to a Terms of Service violation will not be compensated. Regards, Kabam Support Final Consumer Response /* (4200, 11, 2015/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will not accept these terms as stated earlier I feel I have been robbed by them as other players have received huge compensation back from them for what they have charged me for. I want my 9000 units back from this billion dollar company that I feel I rightfully deserve since they took that from me. My units cost them absolutely nothing as they can just put it back into my account. Or I can go and ask for the full actually US dollars that I spent buying the units which would be around $300.00 USD. I don't get why you can't and refuse to give me my units back so this whole thing goes away?

9/29/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I downloaded 2 free games to play. now i am gettin money withdrawn from checking. on 8-5-15 and 8-8-15 I got billed $9.99. I have tried calling XXX XXX XXXX i get only recordings. i do not understand how they got my information. FREE, billing information not needed. How do I stop them from taking out more money?

Desired Settlement: 1-refund 2-stop taking money out of my account 3-erase my information from their computers 4- today X-XX-XX have been calling every hr.

Business Response: Initial Business Response /* (1000, 5, 2015/08/26) */ Greetings, Thank you for taking the time to contact us regarding these unauthorized purchases. We're very sorry to hear that this has happened. As the information we would normally be asking to resolve this sort of issue, as well as the expediency it normally requires, one of our Payments Specialists will be contacting you via email soon to work with you on how to get this issue resolved. Please look for this email in your inbox soon and make sure that your spam filter allows mails from Kabam to come through. Sincerely, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/08/31) */ Gentilmen: 1. I downloaded a free game from ,a google play shop. no reciept were given because no card numbers were given . 2. Kabam deductions started showing up and I assumed that it was because of the free download. 3. In studying my bank statement, I saw that on X-XX-XX I payed my families dinner at bubba gump's in monterey with my debit card. the waiter walked away with my card. the first kabam deduction was on the same day. I have made a police report. $ 200. worth of kabam games were charged on my card. I had to cancel my card. Suggestion: If you all have any pull with credit /debit cards company, It would be wise to tell them to not print the security number on the back of the cards. They mail the pin numbers separately. they should include the security number too. You cannot buy online without the security numbers. I THANK YOU for responding to my mail. I apologies for taking up your time. There is nothing that can be done. that young man got away with it. Respectfully Mrs. ******* ******** Final Business Response /* (4000, 9, 2015/09/15) */ Greetings, It appears that you have found an alternate way of resolving this matter and we are no longer needed for a resolution. As for your suggestion about security numbers on the back of cards you would need to take this suggestion to the card companies specifically as we do not have any connection with them. They are charged through the respective app stores used to download our games and all of our transactions go through those stores. We're sorry to hear about any frustration that this matter has caused and are happy to hear that you have found a resolution. Regards, Kabam Support

9/28/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Customer service unavailability i have tried to contact Kabam customer service due to being kicked out of game for 30 minute time periods for violations of terms of service. However all i do is play the game and can NOT get hold of anyone at Kabam customer service to solve the issue i have spent $220 in the last month and not to get an answer to the violations i am supposed to have committed is infuriating. I would like to resolve this issue as soon as possible.

Desired Settlement: I would like an answer to what violations i am supposed to have committed. Account cleared or refund of the money spent

Business Response: Initial Business Response /* (1000, 5, 2015/09/09) */ Greetings, Thank you for taking the time to submit this case to us. After looking through our ticket system we have not received any tickets from the email address ***********@gmail.com. Please reply back to us with which game of ours you player, the email address you have registered to that account (or the email address you use to contact us) and we will look into this matter further to uncover any further information regarding the standing of your account. Regards, Kabam Support

9/25/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Proper Reward Not Given After an Arena Event and Rank Re-Adjustment in Kabam's Marvel Contest of Champions There was an in-game arena from 0100H August 14 Philippine Time to 0100H August 17 Philippine Time I participated in Kabam's Marvel Contest of Champions, which was entitled as House Ordnance. My in-game name is ******. The event will give the following rewards: Top 1 - 5 Players: 4-star War Machine, 3 x Tier 2 Tech Catalyst & 4 x Tier 3 Basic Catalyst Top 6 - 40: 4-star War Machine, 3 x Tier 2 Tech Catalyst Top XX - XXX: X-star War Machine Top XXX - XXXX: X-star War Machine At 0300H of August 17 (Philippine time), they have released the result for the event. I scored 4,429,177 points which landed me at Rank 614. I had a chat conversation with my alliance leader (ign: ************) and he showed me that he scored 4,887,071 which landed him at Rank 454 that time. Suddenly, we saw some posts in Facebook that there was a massive cheating by some players in the last arena event. I got a message fro ************ that his rewards were revised by Kabam. He got a message showing he received a 4-star War Machine and 3 x Tier 2 Tech Catalyst, which means his ranking was revised and adjusted, and was able to penetrate the top 40 players. Considering that the first ranking given by Kabam, I was 160 places behind ************ (614 - 454 = 160) and if he managed to at least land top 40 I should be at the most land between top 200 to top 400. This should give me a reward of a 4-star War Machine. Unfortunately, Kabam did not revise the reward he gave me of only a 3-star War Machine. I sent two emails regarding this issue to the Contact Support of Kabam today and has not received any response from them. I hope that you can help me resolve this issue with them. I spent long hours and almost sleepless nights of playing just to get a 4-star machine only to be cheated away by some players. And to make matter worse, Kabam is cheating me by not adjusting my ranking after removing the players under the suspicion of cheating from the arena ranking.

Desired Settlement: I want Kabam to replace the reward I got from the game, a 4-star War Machine instead of a 3-star War Machine. I demand an explanation and fair treatment from them.

Business Response: Initial Business Response /* (1000, 5, 2015/08/21) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any confusion, or frustration that this matter may have caused. Upon reviewing the results for the Heavy Ordnance Arena you are referring to it was determined that players were exploiting the game by use of third party software, and action was taken against these players to maintain a clean, and fair environment. On that note any players that would have otherwise qualified for the 4 Star War Machine were provided the 4 Star War Machine within 24 hours of the event ending. Regrettably after reviewing your account it does not appear that you qualified for the 4 Star War Machine. Due to the fact it would be unfair to the community as a whole to provide your account with the 4 Star War Machine when you did not qualify doing so is beyond the scope of what we can provide in this situation. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 8, 2015/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have to explain the pictures that I have given to them and to this website. The have been trying to avoid as to why my teammate was able to get the rewards corresponding to top 40 finish, when his initial ranking is at 454. Final Business Response /* (4000, 11, 2015/09/08) */ Hello, Thank you for taking the time to reach out to us once again. We would like to once again apologize for any confusion that this matter may have caused. To provide you with additional context we are unable to provide any information regarding which accounts were actioned due to our privacy policy. Additionally, we are unable to discuss the details of your Alliance member's account due to our privacy policy as well. We take the privacy, and safety of our players very seriously, and we are unable to provide any information that could compromise are policy, and player safety. With that being said although we are unable to provide the adjusted Arena results for this reason, nor are we able to discuss the discrepancy you, and your Alliance member experienced we have double checked, and verified that your account was not eligible to receive any adjusted, or additional rewards from the War Machine Arena. We understand that this was not the response that you were hoping to receive in your correspondence with us, however, providing any additional rewards to your account for this matter is beyond the scope of what we can provide in this situation. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support

9/18/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Marvel Contest of Champions app takes away ranking after money is spent and claims I cheated with no proof. I have been playing Marvel Contest of Champions made by Kabam since December 2014. I recently decided to compete in one of their arena events for War Machine and the top 50 would move onto a special arena. I placed 30th with a score of over 9.6 million points.How I achieved these points was by buying units, digital currency used in the game, in their digital store with an accumulative amount of $350 dollars of actual money and over 65 hours of time over three days playing the arena. Today I was informed my placement was stripped for cheating on my account without any proof of such case.I contacted them and asked for their reasoning and none was given.I can not get back the money and time loss and lost sleep from this game.

Desired Settlement: I would like to see a refund , whether in game currency or actual cash,preferably cash, and restoration of my placement in the event.

Business Response: Initial Business Response /* (1000, 5, 2015/08/21) */ Hello, Thank you for taking the time to submit this to case to us. After thoroughly investigating your account it was determined that you were violating out Terms of Service which is the reason that action was taken against your account. We noticed suspicious activity on your account that lead us to believe you were participating in unauthorized use of third party software to modify or automate gameplay. We have since double checked your account, and have been able to verify there were no false positives in your investigation, and the action taken against your account was warranted. Due to this the action taken on your account will not be overturned, and War Machine will not be returned to your account. We advise no longer using any third party software as it may result in further action taken against your account, including, but not limited to permanent suspension of the account. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not use any third party software or tools to achieve the scores nor did I break any other of your TOS agreements.I have proof that the scores were achieved by me and me alone. I recorded all my gameplay showing the scores were achieved by me alone. I ran the same arena and got similar scores. Here is the link-http://community.kabam.com/forums/showthread.php?XXXXXX-How-to-Win-a-Four-Star-In-the-Day-In-Age-of-Veteran-Player-In-MCOC My username is ********* I also made posts on YouTube. I would appreciate they atlas give me back the units I spent on the event as a compromise. Video evidence of me running the arena below for a second time with similar scores proving I did not use any software to achieve my scores. video=youtube;********************************************************************************************************************************************************** ************************************************************************************************************************************************************************ video=youtube;sGQxc-mjnnghttp://www.youtube.com/watch?v=sGQxc-********************************************************************************************************** video=youtube;PkI832QAOi4http://www.youtube.com/watch?v***************************************************************************************************************** video=youtube;Lot-ZfLslBwhttp://www.************************************************************************************************************************************ video=youtube;H2fK3lrHXDshttp://www.youtube.com/************************************************************************************************************************ Marvel Contest of Champions-Another 60 plus hour Run for War Machine Day Two video=youtube;jIa2v9EKWZ4http://www.youtube.com/************************************************************************************************************************ video=youtube;NKWcvhHJaaYhttp://www.youtube.com/watch?v=**************************************************************************************************************** video=youtube;t4UfNE2HZ_0http://www.youtube.com/************************************************************************************************************************ video=youtube;3bnci_9WDwwhttp://www.youtube.com/************************************************************************************************************************ ************************************************************************************************************************************************************************ Marvel Contest of Champions-Another 60 plus hour Run for War Machine Day Three *****************************://www.youtube.com/************************************************************************************************************************* *****************************://www.youtube.com/************************************************************************************************************************ *****************************://www.youtube.com/watch?v=**************************************************************************************************************** *****************************://www.youtube.com/************************************************************************************************************************ ************************************************************************************************************************************************************************ Final ************************************************************************************************************************************************************************ Final Business Response /* (4000, 10, 2015/09/04) */ Hello, Thank you for taking the time to get back in touch with us. After thoroughly investigating your account it was determined that you were violating out Terms of Service. We have confirmed suspicious activity on your account, and as a final determination the action taken on your account will not be overturned, and War Machine will not be returned to your account. Regards, Kabam Support

9/16/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Unable to access the previous yellowjacket arena due to a bug in the game, it took your support more than 24 hours to solve it, absurd compensation a week ago I was unable to play in one of the Yellowjacket arenas you offered as there was a bug in the game that made me spend units instead of pym canisters. It took support more than 48 hours to find the bug (After several mails in which i sent screenshots and they didnt even believed me and said it was normal at the beginning) due to this I lost the ability to participate regularly. You should understand that for a paying customer participation in such events and ON TIME is important as the fast collection of points is needed. AFter several emails, the compensation I was given was less than 5$ when the prize I could not obtain due to the bug was higher than 100$. I tried to reason with support regarding the situation and with every email a more insulting compensation was offered (such as versus crystal that I can get in less than 1 minute) Furthermore, there are many bugs with the game, such as a free for all quest issue which has not been solver for over a month and the lack of fast customer service that makes many users worried that you are NOT listening to your customers or care for them.

Desired Settlement: As I stated to support originally, given that I was participating on the 4* yellowjacket arena, the weekend one (which is where most of us can invest more time) and due to the bug I was NOT able to do so I want to be given either the Yellowjacket 4* or a 4* crystal or enough units to buy a 4* crystal

Business Response: Initial Business Response /* (1000, 6, 2015/08/19) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any frustration that this matter may have caused. This is currently a known issue that our Development Team is currently working on resolving for players as soon as possible. With that being said it is only a temporary issue that will resolve itself once a player's device has been restarted. We understand that you likely were not aware of this workaround, and the issue negatively affected your experience. However, we are unable to confirm that you would have ranked high enough for the 4* Yellowjacket had the issue not prevented you from competing in the Arena. Due to the fact there is no way to verify this, and allocating the 4* Yellowjacket to your account would negatively impact the value of all other players that received the Champion allocating one to your account is beyond the scope of what we can provide in this situation. With that being said we would like to do our best to help you in this situation, and have provided 5 Premium Hero Crystals to your account, as well as an additional 150 Units. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 8, 2015/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although you can't define if I would have been able to place on the rank or not is exactly hat you can't know as you blocked me from playing for over 24 hours. Only in the first half an hour I made 130k points which means that after 24 hours i could have easily gotten at least a million points. Since this bug completely discouraged me from going on the arena as 24 hours are EXTREMLY crucial to the game you can understand that I had no possibility to rank after the bug. Based on the data I found in the forums the cutoff was around 3,6 million so by that math I could have easily ranked. Furthermore you are ignoring the fact that the drop rate in the premium crystals you are offering me is unknown as you are NOT providing such information to anyone making it worst than gambling. The least you can do is to give me a 4* crystal or enough units to get one when I get an offer. Something that I would consider is providing me a lesser compensation IF you can provide the details of the premium crystal ratios. Not providing the ratios makes me think the ratios aren't fixed and you manipulate them constantly Final Business Response /* (4000, 11, 2015/09/04) */ Hello, Thank you for taking the time to get back in touch with us. We would like to once again apologize for any frustration that this matter may have caused you. In our initial response we provided compensation to your account far beyond what we typical provide players because we understood how negatively this issue impacted your experience. On that note we are disappointed to hear that the previous allocation was not sufficient to resolve this matter for you, and have provided an additional 3 Premium Hero Crystals to your account. With that being said this is the maximum amount of resources we will be able to provide for this issue. We also wanted to reiterate that allocating a 4 Star Crystal for this issue is beyond the scope of what we can provide due to the fact there is no way for us to confirm you would have ranked high enough to obtain the 4* Yellowjacket in this Arena. In regards to the other two concerns you have brought to our attention providing players with the drop rates on Premium Hero Crystals, or any Crystals for that matter is beyond the scope of what we can provide. This information is internal, and will not be shared with the community. As for your in app purchase concerns, though this game does support in app purchases you can feasibly play the game without participating in the purchases, and many players have successfully done this. Regards, Kabam Support Final Consumer Response /* (4200, 14, 2015/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Regarding the Yellowjacket Arena: the total milestones add up to 7 premium crystals (without what could have been earned on the arena) so providing me 3 crystals is less than half the amount of cyrstals I could have gotten only participating for the milestones. REgarding the other information: "In regards to the other two concerns you have brought to our attention providing players with the drop rates on Premium Hero Crystals, or any Crystals for that matter is beyond the scope of what we can provide. This information is internal, and will not be shared with the community." So how can users know that the odds are not changed by you whenever you want and the odds are fixed? How can you even offer an "increased chance" crystal when this can be completely false and false advertising? I'm sure that it's possibly even a crime! This answer only make me feel that there are no fixed odds and that you manipulate them. For the last part: " You can feasibly play the game without participating in the purchases, and many players have successfully done this. " Feasibly: capable of being done, effected, or accomplished. This is not correct. You can see the huge amount of players at your forums that complain that progress in the game and in the events that you have can only be achieved by BUYING units on overpriced items and in-app purchases. There is no feasible way of playing and actually achieving something without investing. If you want to achieve a good resolution the least you can do is provide me with the complete 7 premium crystals and the Drop rates that ALL of the community is requesting to know that you are NOT robbing us.

9/14/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: the game called realm of the mad god allows users to buy coins and pay with a credit card and does not ask for any info. this allows a child to buy these games allow a minor to use a crdit card that was once used to continue to be charged with out a parents consent.

Desired Settlement: I would like my $760 back

Business Response: Initial Business Response /* (1000, 5, 2015/09/09) */ Hello Mr. *******, Thank you for contacting us regarding your concern with charges made to your account through the game Realm of the Mad God. As neither Kabam nor Realm of the Mad God house billing information locally, we cannot offer a refund for this amount. To ensure this does not occur again please remove save billing information from your browser or from the Merchant the amount was purchased through. Currently the only billing option is through PayPal, who can be reached here: https://www.paypal.com/us/webapps/helpcenter/helphub/home/ However if the purchases were made previous to this change, the previous two Merchants were UltimatePay and Google Wallet, who can be contacted here respectively: https://ultimatepay.custhelp.com/ http://support.google.com/wallet/?hl=en&topic=XXXXXXX Thank you for your inquiry and patience in this matter. Kabam Support Initial Consumer Rebuttal /* (2000, 7, 2015/09/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) They pawned it off on PayPal and PayPal stepped up and refunded my money.

9/14/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I got banned from one of their games for something that was not at all my fault. It was a glitch on their part and I suffered the consequences. About 3 months ago, Kabam had a promotion in one of their games where you could click a button and get a free backpack pack for Realm of the Mad God. I was on hotel wifi, as I was traveling at the time. Well due to the spotty wifi, when I purchased the free package, the game gave me two of the package instead of one. Realizing Kabam's mistake, I dropped the extra, as I had no use for it. To my surprise, I was banned the next day, with no chance to appeal to it. The ban is permanent. I understand that they have the right to ban me for whatever they want, but nevertheless it's bad service and this should not go on in their company. If there is a problem with their game, they should fix it, not punish everybody who was affected by it forever. I spent hundreds of dollars on the game, and I'm very disappointed with the awful way I was treated by such a "successful" company. I did try to contact their support team, but after trying way too many times, I got exactly nowhere. I seeked further help by contacting a game admin named *******, but he was of less assistance than the support team! My account name was Jacobkuca, I had a web account on Realm of the Mad God.

Desired Settlement: I want to be unbanned, able to play Realm of the Mad God without using any sort of cheats or tricks, on my account; Jacobkuca. I didn't abuse the glitch in your system, it abused me. I was banned unfairly and I would like another chance.

Business Response: Initial Business Response /* (1000, 5, 2015/09/09) */ Hello ****, Thank you for contacting us regarding your concern with the suspension of your account. We have reviewed the suspension with the Realm of the Mad God Team and have come to the decision to unlock the account. It has been expressed that, because there are previous violations on the account, any further violations can result in a permanent suspension. For future reference you can review Kabam's Terms of Service here: https://www.kabam.com/corporate/terms-of-service/ Thank you for your inquiry and patience in this matter. Kabam Support Initial Consumer Rebuttal /* (2000, 7, 2015/09/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will graciously accept this response! This is exactly what I was hoping for. I'm very glad that Kabam decided to respond to this case and in such a satisfactory manner.

9/11/2015 Problems with Product/Service | Read Complaint Details
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Complaint: The hobbit:kingdom of middle earth. Kabaam has fixed their competitions to decide who wins and who loses.. Alliances were dq'd from tourney for "targeting" other allies, while a smear campaign has been put into place by other allies. Kabaam paid out individual prizes to those that were dq'd, but the alliance as a whole was disqualified,. Kabaam fixed the final results to appease allies that have complained to them, and made up stories. In addition, Kabaam has been giving private information, ie people being banned to other allies and workers from Kabaam are playing in alliances actively moving the game and manipulating it, I pay real money to play this game, and the company is manipulating comp results and winners/losers and provides no information.

Desired Settlement: I want my season 4. Prize I worked hard. The whole *** worked hard for our second place finish, I won't request a refund if I get my prize,

Business Response: Initial Business Response /* (1000, 5, 2015/07/24) */ Hello, Thank you for taking the time to submit this to case to us. From what we understand you are concerned with your alliance Chaos Theory's disqualification from the Global Greatness Series. After receiving multiple reports we began investigating your Alliance, and obtained overwhelming evidence that during the competition multiple members of the alliance Chaos Theory were violating our TOS in order to gain an advantage. Specifically the use of third party applications in order to perform actions at an inhuman pace. Due to the results of our investigation your alliance was disqualified from the series. This decision will not be overturned, and we suggest that you remove yourself from the alliance if they continue to exploit the game, and violate our TOS. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was NO NOTIFICATION of ANY Cheating going on from this Company in order for me to be given the option to leave. In fact, Further investigation on my part shows OTHERS in OTHER allies that have also Cheated. These tickets have been sent to Kabam, as well, according to fellowship members who have asked their alli to send tickets into Kabam. This was a SPECIFIC attack on me, a player that hasn't cheated EVER, and a lack of information from THIS COMPANY. In fact, I was banned 3 DAYS after doing what you said, and left alliance. And I STILL HAVEN'T BEEN NOTIFIED as to why I was banned. So, Leaving the alliance didn't alleviate Kabam targeting of innocent players. So, I did what Kabam says, and left the alliance and I AM STILL BEING PUNISHED by this company. AND ZERO COMMUNICATION from this company. Real money has been spent on this game, and this company REFUSES to work with me and discuss this with me. Kabam arbitrarily does what they want, violating their own TOS and unfairly TARGETING individuals and taking money knowing they are going to favor others who spend more. They REFUSE TO COMMUNICATE, unless you are a member of the Fellowship. Final Business Response /* (4000, 9, 2015/08/21) */ Hello, Thank you for the update. We assure you that this investigation was not limited to one specific alliance, and if other players were found to be exploiting the game's mechanics, the appropriate actions were also taken. Please understand, however, that as there was overwhelming evidence that multiple members of the Chaos Theory alliance were found to be violating the Terms of Service, we did feel that this was the necessary course of action. With regards to the suspension of your account, our records do indicate that action was taken as there was evidence of "Autoscripting." As the automation of game play is explicitly prohibited in our Terms of Service, this decision will not be overturned. We thank you for your patience and understanding. Regards, Kabam Support Final Consumer Response /* (4200, 11, 2015/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have NEVER "Autoscripted" or anything. I am a handyman by trade and am lucky to even login to your game. Furthermore, you gave individual prizes to those that you now say cheated. You punished the innocent people and rewarded the cheaters, as you call them. So, I guess a person complaining of being railroaded by Kabam doesn't matter, because kabam makes up its evidence to suit itself. I guess play this companies games at your own risk. They will make up accusations and not discuss with you and take your money and give HORRIBLE customer service to someone who enjoyed the game immensely. If I autoscripted, as you say, I would like to know how I did it. But I cant even get an explanation, as I do not know how to do what they say I have done. Believe me, I would LOVE to be smart enough to take credit for being smart with computers, I guess I should be happy Kabam thinks I am smarter than I am. The frustrating part is I learn that I "Autoscripted" on a complaint to the BBB. Shows the level of customer service from Kabam that they cannot even tell a player what he has done. Arbitrary decisions to affect winners and losers with real money.

9/2/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Received temporary ban for actions ingame which were not specified. I received a ban after having been reported by a player on one of kabam's games for third party and harassment, i contacted support twice the first time the agent told me that the moderation team had made the decision to temporarily ban me and stated it was because of actions i had made ingame that were in violation of the terms of service and denied me the chance to appeal but did not specify what the actions were and that no information would be given. The second ticket i sent received the same response that no information would be given. I have also posted on the kabam forums detailing the issue with kabam customer support, in conclusion i believe that kabam's customer support was wrong to not explain what actions violated their terms of service.

Desired Settlement: I seek an explanation as to what actions i had committed ingame and if necessary, an investigation into this to determine whether or not the actions ingame that were not stated by kabam support were indeed justified with a temporary ban and whether kabam is maintaining good practices when dealing with it's customers especially in the area of customer support.

Business Response: Initial Business Response /* (1000, 5, 2015/08/28) */ Greetings, Thank you for taking the time to submit this case to us. We would like to sincerely apologize for any confusion or frustration that this issue has caused you. After investigating your account further (the KOM account registered to the email address ******@hotmail.com) we were able to determine that your account was temporarily suspended from the game for the use of a 3rd party application. This goes against our TOS and will not be tolerated. We apologize for the way in which your tickets were handled previously on this matter. With the recent increase in suspensions/bans for activity such as this we are reviewing our current process on how support will handle these tickets. If you have this issue in the future, which hopefully you do not, you will be informed as to what behaviors you were affiliated with in order to cause the actions on your account. Again we apologize for any confusion we caused and assure you that we are always working to improve our services. Sincerely, Kabam Support

9/1/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Kabam game glitch caused me to lose 16 billion might in troops. I spend a lot of money buying gems for Kingdoms of camelot game... I had 16.5 billion might worth of troops. Roughly 400millon troops. I had my troop city open with a defence knight assigned. My defence knight is one of the best or I would not open... for obvious reasons... I logged on to game and found my defence knight had unassinged himself which left my troops defenceless. I got attacked over and over for about an hour and they were virtualy all gone by the time i got on. As soon as i saw what was happening i closed my city and saved the last of my troops from being wiped out... In that time span if my defence knight was assigned i might have lost a little might but not even 100million... Kabam have admitted it was a glitch and refunded me 5 billion might in troops. Im still 11 billion short and they wont give me any more. I have spent alot of money on this and feel i have been ripped off due to no fault of my own.

Desired Settlement: I am only asking for my troops back that were lost due to thier error. Or a refund on what it would cost to replace them.

Business Response: Initial Business Response /* (1000, 20, 2015/08/13) */ Hello, We can certainly sympathize with your position and understand how frustrating these situations can be. We will be happy to address your concerns with your Knight unassigning and the associated troop loss. We would like to do our best to resolve this for you and to that end, we have added 12.5 billion Might in various T1-T4 troops to the first city in your kingdom Tëö on world 130. We understand that this is less than the amount you've requested back, and we apologize for any inconvenience this may case. As the combat and defense mechanics themselves are working correctly, we feel that this is a fair resolution for your case. As always, please feel free to contact us if you have further questions or concerns and we will be happy to assist you. Sincerely, Kabam Support

8/31/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Customer service unable to answer or take care of my situation and was told to get another device to continue playing. On June 23rd, 2014 I attempted to login to my Hobbit: Kingdoms of Middle Earth (KOM) app on my cell phone and had a pop up that stated my account was banned for *********. Same thing on my second device that I accessed the game on, a tablet. I did not understand what was going on and I wrote in a ticket to Kabam, the app developer, to ask what was happening. This was ticket #XXXXXXXX to which I did not get a reply. The second ticket I wrote on June 25th 2015, #XXXXXXXX, resulted in a generic response from a customer service representative, ****** (********************************), that had not taken the time to look into my situation. When I responded to his email, I was informed that my ticket was closed and to write another one. I then wrote ticket #XXXXXXXX on June 26th 2015 and stated my case again. This time, the representative, **** (*******************************), responded and looked into my case a little further. He confirmed that my account was not banned and that banning usually happened when a player had violated the Terms of Service of their game and that Kabam did not have a way to ban a particular device from accessing the game. On June 29th 2015, the representative informed me that he was forwarding my case to the game team and that I should expect a reply back within 2-4 business days and if I didn't to respond back to the email. July 3rd I responded and had no reply. I sent another response to that email July 6th 2015 and the reply finally arrived in my inbox on July 8th, 2015 at 9 am. This ticket informed me that; "the devices associated with you are currently banned. Your recent actions in game were a violation of our Terms of Service, and action had to be taken in order to protect game play experience of our other players. I am sorry to inform you this... I would suggest you to play the game on different device... As I have given the answer, I am going to close this ticket. If you have further concerns, please raise a new ticket." I still do not know how I violated their terms of service. The company states I am not banned but my devices are and that they encourage me to go out and buy a new device to continue playing.

Desired Settlement: I want a refund for entire time of play from Kabam. Between March 4th, 2014 to June 23rd, 2015, I have spent $2193.96 on KOM. Google has already issued a refund from June 25th - May 26th 2015 in the amount of $463.65.

Business Response: Initial Business Response /* (1000, 5, 2015/07/15) */ Greetings, Thank you for taking the time to submit this case to us. Judging by the findings you already mentioned in here it appears that your account was not banned, but one or more of your devices were. The only banning of devices we have done recently were either connected to 3rd party Mithril purchases (which is against our TOS) or were in connection to a player we have permanently banned from the game named *** or ***** that also has connections to other activities against our TOS. Such is the case we will be unable to overturn the ban on these devices as it leaves our servers and the security of player's accounts exposed to other potential threats; and we cannot have that. We advise that for your own safety, as well as the safety of others, you do not share your account information with any other players and do not use any 3rd party applications or companies in conjunction with our applications. Sincerely, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Good morning, Thank you for the response although it did not satisfy my problem or even offer a solution from Kabam. I was told by a Kabam Support Representative on June 27, 2015 that they did not have a way to ban particular devices and in this communication you are telling me that you can ban devices? I do not appreciate being misled by customer service. In response to the false accusations, I have never utilized 3rd party mith and these are in fact my devices that I have purchased and if need be I will produce receipts for the purchase of these two devices. I do not believe that having my devices banned for another players actions is ethical. Furthermore, my request for a full refund since Kabam has rendered my investment unusable was not even addressed in the response. Thank you for your time and I look forward to getting a response that offers a possible solution. Final Business Response /* (4000, 9, 2015/08/18) */ Greetings, Thank you for getting back to us in this matter. We're sorry about any confusion previously caused when an agent informed you we would be unable to ban particular devices. This has always been something that we can do, however we reserve the use of it to special cases like the one you unfortunately became involved in. In an effort to prevent such confusion again we will track down which agent informed you of our inability to ban devices and ensure they do not pass **** misinformation again. As for your concerns towards any accusations, we assure you that our previous statement on this matter was not meant to accuse you of 3rd party mithril purchases. We merely meant to frame for you the only reasons your device would have been banned from our system. As you've stated in your response you have never purchased through a 3rd party so the only likely reason your device was banned was in connection to *** who had previously used 3rd party mithril sites as well as violated other sections of our TOS. In regards to your statement of ethics involved in banning your devices for their connection to this other player we have this to say. Your devices would not have been found connected to ***'s account unless he shared his account information with you so that you could login to his account. Using another player's account is against our Terms of Service. In addition to finding your devices on his account we found many of his devices connected to your account, which again could not occur unless he had your account information. This is not the only evidence we found of account sharing on yours or his account. "You may not use anyone else's Account at any time and you may not allow anyone else to use your Account at any time. You agree that Kabam will not be liable for any loss you may incur as a result of someone else using your Account, either with or without your knowledge, and you further agree that you will be liable for losses incurred by Kabam or another party due to someone else using your Account. Because of this, Kabam strongly recommends that you exit from your Account at the end of each session." You both violated the Terms of Service (him more than you) and you both paid the price for it. Now, on the topic of a refund for your inability to play the game any further, we will again cite our TOS which is linked just below this: https://www.kabam.com/corporate/terms-of-service "YOU ACKNOWLEDGE AND AGREE THAT YOU ARE FULLY LIABLE FOR ALL FEES AND CHARGES MADE THROUGH YOUR ACCOUNT.YOU ACKNOWLEDGE AND AGREE THAT THERE ARE NO REFUNDS FOR FEES AND CHARGES MADE THROUGH YOUR ACCOUNT." "YOU ACKNOWLEDGE AND AGREE THAT VIRTUAL CURRENCY AND SITE ITEMS HAVE NO CASH VALUE AND THAT NEITHER KABAM NOR ANY OTHER PERSON OR ENTITY HAS ANY OBLIGATION TO EXCHANGE YOUR VIRTUAL CURRENCY OR SITE ITEMS FOR ANYTHING OF VALUE, INCLUDING WITHOUT LIMITATION, REAL CURRENCY, AND THAT, IF YOUR ACCOUNT IS TERMINATED, SUSPENDED OR OTHERWISE MODIFIED OR IF YOUR RIGHT TO ACCESS THE WEBSITES AND/OR SERVICES IS TERMINATED, THE VIRTUAL CURRENCY, SITE ITEMS AND YOUR ACCOUNT SHALL HAVE NO VALUE. " "All purchases of Virtual Currency and Site Items are final and under no circumstances will be refundable, transferable or exchangeable." Based on all of the above information we believe our actions taken on all accounts were justified and comparable to the situation. We will be unable to overturn any bans made and will be unable to make any refunds for purchases made on these accounts. Sincerely, Kabam Support

8/27/2015 Problems with Product/Service | Read Complaint Details
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Complaint: complaint filed re: in-game rewards won but not received. Proof provided 7 days ago showing rewards won & not received but game has not compensated. My Character name: ****** My Server: ************. On Sat, Jul 18, 2015 at approximately 10:30 PM est, while playing the online game "wartune", there was the opportunity to get voodoo hammers to break the voodoo urn. I used the voodoo urn hammers and after break the urn it stated that I received advanced mahra x 100. but I never received these items. On the same evening, i sent in a ticket regarding this issue along with a screenshot of the screen showing I was supposed to receive these items. I have sent numerous email to the support team only to receive the run around. The first few email they advised the could not find my character. Then once they finally conceded to finding the character the stated that they cannot see where the rewards were given and have not compensated for the items. Because the items were not given by a certain period, I also lost out in receiving rewards. If i had used these items in a certain amount of time (while an event was running), i would have have received and additional 25% of the items (in this case an additional 25 items). I have provide the screenshot to kabam customer service several times and still have not received what is rightfully mine.

Desired Settlement: This is one of many tickets that have either gone unresolved or closed by customer service in a non satisfactory fashion. Players like myself spend thousands of dollars on the game and the corporation happily takes our money. however, when it's time to correct an error on their side they always try to find ways to avoid giving items to customers. I am seeking to receive the 100 advanced mahra I was supposed get from the game. plus the 25 that I would have gotten if I was able to use the 100 advance mahra during the event. Also, because of all the time and effort I have had to put into this ticket and others that have gone unresolved or resolved in an unsatisfactory way, I am requesting some type of compensation such as credits for a mount or additional balens/bound balens/or items that will be of assistance in the game.

Business Response: Initial Business Response /* (1000, 6, 2015/07/31) */ Greetings, Thank you for taking the time to submit this case. Unfortunately Kabam itself does not support the Game you are having issues with. But we have contacted R2 on your behalf and they have agreed to work with you on a resolution to your concerns in their ticket #XXXXXX. They may have already contacted you by the time you receive this response. Please work with them through this ticket. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 9, 2015/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response I have received dated August 3, 2015 is different from what you have received on July 31, 2015. Please see what they have sent me regarding this complaint. It appears that they do not want to honor what the system stated I received. I stand by my last submission in where their system has advertised to me and the entire game that these items were won yet I have not received. If I hear further from them and they resolve this to my satisfaction I will advise but as it stands currently, I have not received satisfactory resolution. thank you. see email from them below; AUG 03, XXXX XX:XXAM CEST David replied: Greetings ******, The Rewards section of the Voodoo Urn shows which rewards you have won. As you received all of the rewards that you were notified of in the Rewards section and they correspond to the number and type of rewards you should receive, we cannot send you additional prizes. We understand that it is inconvenient to see an announcement that you were a winner of an additional reward. However, we cannot send you the 100 Adv. Mahra as these items were not shown in the area where your rewards are announced. We apologize but the balance of the game is easily interrupted and fulfilling your request would upset that as it would be unfair to all of the other players that participated in the event. We have alerted the developers that this error in the Lucky Winners section occurred and we sincerely hope that they are able to prevent this type of problem from happening again in the future. Again, we are sorry for the trouble. Thank you. -The R2Games Team Final Business Response /* (4000, 13, 2015/08/21) */ Greetings, Thank you for getting back to us on this matter. After speaking with the game teams about this issue as well as reviewing your correspondences with the R2 support team we have been able to conclude that the window you witnessed which reported you had won additional items was unintentional and a bug within the game. The game teams have been alerted to this bug and will be working immediately to prevent it from happening again. As the window you saw was not the intended prizes you were to win based on a bug, and the game teams confirmed that you had been awarded everything that you were supposed to win we consider this issue fully resolved. Kabam and R2 both sincerely apologize for any confusion of frustration that this issue has caused. Sincerely, Kabam Support

8/21/2015 Problems with Product/Service | Read Complaint Details
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Complaint: To start this business is quite disturbing with its ridiculous practices starting with the constant crashing of there software and outrageous money grubbing practices also every and anytime you bring a complaint to them you receive a generic and rather bland answer from there support team constantly you hear about players being robbed with the absolutely in fair and down right cheating drop rates for items couple that with the extremely outrageous arena and cash offers every offer you are presented only leads To another purchase for a chance at nothing as they never reward you as a player unless you are spending tons of money on there games and when you bring any thing to there attention you are avoided non stop with bogus email responses I have requested the business info from them to submit a complaint many times with no success. This business is one big scam to get people to spend money with no rewards which in turn only makes you spend more money they are money grubbing and completely and down right dissatisfying in all aspects. They will not even provide the scores to you other than your so you can not even confirm if infact the game is accurate because everything is shrouded in secrecy from this company!

Desired Settlement: DesiredSettlementID: Store Credit I would like to be refunded for all my unit purchases in this game or a credit due to the fact this is a free game that states of you spend money it will enhance your game play however being forced to dump money in a free game and still not being able to advance and obtain items and constant dodging from this company when questionable actions occur in there game with no clear answers only run around is Not fair please review this request !

Business Response: Initial Business Response /* (1000, 5, 2015/07/16) */ Greetings, Thank you for reaching out to us in regards to your concerns with Marvel Contest of Champions. We understand the latency in the game has recently become an issue for some players with the most recent update to the game. We would like to inform you that our game team is working diligently on resolving this issue as quickly as possible. Marvel Contest of Champions can be a very demanding game especially more so if you happen to have an older device, or a device that is not updated to the most recently version. In the meantime we have had player's report that running the game with no applications running in the back ground on your device has helped with this issue. In regards to the drop rates for crystals, sometimes it may be hard to obtain the exact champion you are hoping for due to the random chance all crystals have. 4 star champions in particular right now are some of the hardest to come by since they are some of the newest additions to the game and are meant to be rare. As more and more items and champions are released into the game however, the champions that are considered rare now will become easier to obtain. We hope we were able to clear things up a bit. Thank you for your patience and if you have any further questions or concerns, please be sure to let us know. Best regards, The Kabam Team Initial Consumer Rebuttal /* (3000, 7, 2015/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not acceptable I have spent to much money on this game for just a base apology. If I wanted just a simple answer j would have reached out to your useless support staff ! Not to mention I have the most current iPhone running the most current software so the answer stating I may have an older device is ridiculous I won't accept a garbage response as it seems players like that of brutal dx are awarded special prizes for spending more money than others and yet others can not attain the levels of such a character due to the so called limitations of your game I am not satisfied with this response ! Final Business Response /* (4000, 10, 2015/08/06) */ Greetings, Thank you for getting back with us. We understand your concerns in regards to these issues, and can assure you that our team is constantly working to maintain the game as well as keep it up with the most current standards set by the various app stores our games can be found in. Our game team is still currency investigating latency issues, and are working to make sure these stay as minimal as possible. We do apologize, but we do not offer refunds for currency or items purchased as per our terms of service. You can view our terms of service by using the link below: https://www.kabam.com/corporate/terms-of-service Due to this we will be unable to offer you the refund you are requesting due to these issues. We thank you for your patience and understanding. If you have any further questions or concerns, please do not hesitate to let us know. Best regards, The Kabam Team

8/18/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I was double charged for an in-app purchase in the game "MARVEL Contest of Champion". Kabam has refused to refund me or escalate my case. I was double charged for an in-app purchase in the game "MARVEL Contest of Champion". I initially attempted to make a purchase of $9.99, for in-game credits that allow the user to progress in the game faster. This occurred on 7/12/15. After my initial purchase attempt, I received an error message, and did not receive the item I had attempted to purchase. I attempted to make the same purchase a second time and the in-game items were immediately received. I continued playing the game through the day of 7/12/15 believing that only one transaction had actually gone through. Later in the evening on 7/12/15, I noticed in my emails from paypal that I had actually been charged for both transactions (the one I believed failed, and the one that appeared to go through). I immediately attempted to contact Kabam customer service on 7/12/15 to tell them what happened, and request a refund of $9.99. I was given the following reference info related to my case: XXXXXXXX ******************************* In multiple back and forth e-mails on 7/12/15 and 7/13/15 Kabam has refused me a refund saying that the second transaction eventually went through and the items were received and utilized in the game. From my perspective, I had always intended to only make one purchase, I did not receive any notice that items were credited to my game account twice, and I continued playing the game believing that only one transaction had gone through. The game has a lot going on in terms of different stats that can change for various reasons, and it was unclear to me that the items I tried to purchase were received more than once. Additionally, the items I attempted to purchase can also be obtained through normal game play, and there's no way to differentiate between items that were purchased and items that were obtained through game play. Kabam is disregarding the main issue which is that I would have never made two purchases if I did not receive an error that my first purchase had failed. I did not want to make two purchases, but they are telling me that since they eventually fulfilled two purchases that there can be no refund. Everything is electronic and made up so there is nothing physical that I can return. I've offered to them that they can terminate my account or restart my progress to zero if it's a matter of them having giving me more "game progress" than I have earned or paid for. Kabam has refused to refund me or escalate my case on multiple attempts.

Desired Settlement: Please refund me $9.99 for an in-app purchase which was double charged in error.

Business Response: Initial Business Response /* (1000, 5, 2015/07/30) */ Greetings, Thank you for reaching out to Kabam Support in regards to the recent issue you experienced in game when attempting to purchase currency packages. We apologize for any inconvenience this issue may have caused you. We have investigated your account and our records do show the two packages purchased. Unfortunately it also appears that you have already spent the currency from these packages on Premium Hero Crystals which have also already been opened and applied to your account. Since the currency from the mistakenly purchased package has already been spent, and the items open and applied, we will be unable to refund you this purchase. We apologize for any confusion, but thank you for your patience and understanding. Best regards, The Kabam Team

8/18/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I purchased in game units from kabam and they charged me for them then when I made a second purchase they tried to charge me for the combined cost. I had placed an order for units in my game on july 9th and they charged my account for the purchase but when I made another one they charged me for the new one and the old one as well saying I owed them money from the first one when it had already been paid.

Desired Settlement: I just want my 20 dollars back or for them to fix the prie I owe.

Business Response: Initial Business Response /* (1000, 5, 2015/07/30) */ Hello. Thank you for reaching out us in regards to the recent issue you have experienced when attempting to purchase currency in Marvel Contest of Champions. In order to assist you further please provide a screenshot of your iTunes purchase history showing the purchase in question. *Your purchase history May be Located by Following The instructions in this link: http://support.apple.com/kb/****** (Note That you will need iTunes installed on your computer for this step). All screenshots must include your iTunes Order ID - Because of this, we can not accept mobile purchase histories and bank shots as Those do not include the information we need to confirm the transaction. Thank you for your patience, and we look forward to hearing from you. Best Regards, The Kabam Team

8/14/2015 Problems with Product/Service | Read Complaint Details
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Complaint: An error in the game provided a group of players with an enormous advantage, which the average player can't compete without significant investment. This complaint is about the game The Hobbit: Kingdoms of Middle Earth. On June 23, 2015 an exchange in the game (1 Coin for 10 Mystery Chests) was labeled to be available for 7 days for all players to take advantage of. This is a typical time from for these promotions. This was an extremely generous offer and most everyone who was online during this period took advantage of it. After 3 hours the trade was removed from the game. The company indicated that it was in error and it would be corrected. The correction came later that day and resulted in a mediocre compensation package for the entire gaming community, while also returning all the coins that were used by players who took advantage of this trade. Additionally, it was stated that unopened mystery chests will be removed from players accounts who took advantage of the offer. Naturally, everyone opened the mystery chests and were granted a significant amount of very powerful and very rare items. The maximum trade in you could receive was 10,000 chests, which many people did. From my estimates and talks with people on my server, about 25% of the community took advantage of this trade. These same chests were sold in the games online store for 449 mithril, for 100 of them. So, the mithril value of 10,000 of them is 44,900 mithril. Which you can buy with US currency for the amount of $2,806.25. The issue arises in that only a certain amount of people were allowed to take advantage of this offer because it was pulled days before it was scheduled to end. On top of that, the players that took advantage of this got to keep their items (opened chests could not be returned/taken back) and were given the compensation package, as well as their coins back, which were used to trade with initially. It amounts to an award of $2,806.25 of game items, absolutely free of charge and to only 25% of the gaming population. This has created a huge gap in the competitive abilities of the players. Those that got the gift are now winning every event available due to their massive resources, while the other players are forced to play catch up. It is my belief that this "error" was deliberate and an attempt by Kabam to create a divide, so that players who did not get this offer will spend money to try and catch up. It's widely known that revenue is down in this game, and this was likely an attempt at driving it up. I have not spent money on this game in a long time, but when i did it was to be competitive and be able to derive some enjoyment from this game. I realized that once i attained a certain level of play, a financial investment would no longer be needed to maintain that level. Kabam has completely erased that for 75% of the people who play this game with this thinly veiled attempt at extorting money from its customers. The only fair way to correct this issue and to balance the playing field for all players is to reinstitute the trade. Those that took advantage of it have their items, the rest of the players should have that same chance since the offer was stated to be valid for 7 days. I attempted to deal with this issue through Kabam's customer service department, but they were unwilling to correct this issue and only offered trivial compensation which amounted to nothing more than an insult.

Desired Settlement: I want delivery of the advertised promotion for all players. Specifically I want 10,000 of these chests in my account, as other people have received.

Business Response: Initial Business Response /* (1000, 5, 2015/07/02) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any frustration that this instance may have caused you, and we want to let you know that as we move forward we will do our best to ensure that this does not occur again. On that note as soon as we realized the Sage Tower trade was misconfigured we took the actions we believed to be best for the community at the time. This included removing the incorrect Sage Tower trade in, removing chests obtained from the Sage Tower trade, returning spent Tournament Coins to players, and we did our best to apologize to the community by providing an explanation of the error, and a lucrative compensation chest to all affected players. After reviewing your requests we have determined that amount of chests you are asking for is beyond the scope of what we can provide in this situation. With that being said we understand that this situation has not been ideal for you, and would like to do our best to assist you as much as possible. We have provided an additional 200 chests to your account on world 221 in addition to the chests already provided by our Support Team. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company error awarded a substantial amount of players with 10,000 chests at absolutely no cost, as they returned the coins that were used to trade for these chests. As was stated before, this provided those players with a huge advantage and amounted to granting them nearly $3000.00 in game content. Awarding me 200 chests as "hush-money" is insulting. It's not a fair compensation in any way, shape, or form as it still results in a gulf of 9,750 chests. Additionally, it does nothing to help return balance to the game, as it grants nothing at all to the rest of the player base that was affected by this mistake. Final Business Response /* (4000, 9, 2015/07/24) */ Hello, Thank you for taking the time to submit this to case to us. We understand that this matter was frustrating for all players, and we empathize with that frustration. As soon as we were aware of the mistake we did our best to resolve it in a way that was both fair community, and healthy to the game. We understand their were some outliers that received more than they should have, however, in order to ensure that the rest of the community was not punished for the mistake we took the actions that we did. Moving forward we will be working on precautions to prevent mistakes such as these from occurring, and practicing ways to better resolve them when they do occur. As mentioned in our previous response allocating 10,000 chests to your account is beyond the scope of what we can provide as we do not want to further compound this issue. With that being said we would like to help you out as best as we can, and have allocated an additional 100 chests to your account. However, this is the most that we can provide for this matter. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Final Consumer Response /* (4200, 11, 2015/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response to the issue was not "both fair to the community, and healthy to the game." Additionally, there were not "some outliers that received more than they should have," these "outliers" as you call them represent a substantial portion of population of game players and this issue has created a massive imbalance. It's clear, by the amount of current spending promotions that are running that this was a deliberate act to try and boost spending. This is unethical. The previous promotion that a number of players took advantage of should be reinstated for the entire game population, excluding those who you already gifted it to. That is the only fair and healthy resolution. As for your suggestion that providing one additional player with the advantage that you previously gifted thousands of players with, would "further compound the issue;" that's laughable and is an admission on your part of just how much of a devastating effect the "mistake" made on the game, that providing it to one additional person would further compound the issue. Regards.

8/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company allowed consumers to spend money, encouraged customers too spend money knowing they would close the game and make a new game. This company knowingly released new items for sale of real US currency even though they intended to close the game. They encouraged players to buy their product even though they knew they were just taking money and not continuing the game, they released a new game and did nothing for those that spent money on the closed game. We were given very little notice that the game would end therefore we didn't know that we were spending money just to have it taken from us.

Desired Settlement: I want a full refund of every cent I spent from my Google Play account. I am aware of their refund policy but nowhere in the policy does it say "this game is ending soon shop you will lose everything you bought" this is a rip off company.

Business Response: Initial Business Response /* (1000, 5, 2015/07/13) */ Greetings, Thank you for taking the time to make this case with us. It appears that the email address you have used to create this case is not one that you have ever used to contact our Customer Support system. As is the case we're unsure which game you are referring to. Please reply back with the name of the game you are referring to and we will gladly look into this matter further. Sincerely, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Fast and furious 6 is the name of the game and my email for that is ********@gmail.com Final Business Response /* (4000, 9, 2015/08/03) */ Greetings, Thank you for getting back to us on this. When we worked on closing down the Fast and Furious 6 game to move towards our new title Fast and Furious Legacy we communicated openly and often at least a month prior to the game being closed down that we would be doing so and your options as we were proceeding forward. This was communicated in game through messaging and banners and was communicated on our forums as well. We spoke to our game teams about this and unfortunately we will be unable to extend the same offer to you that we would have before. The game has been shut down for too long now and granting you any of the same packages we would have granted during this transition to Fast Legacy would give you too much of an advantage currently that would disrupt the current game play balance. We're really sorry to give you this sort of news. Sincerely, Kabam Support Final Consumer Response /* (4200, 11, 2015/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I just want my money back. 9 dollars, unless the company is too cheap to satisfy their consumers. FFS is lame

8/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been mistreated, disrespected, ignored, talked down to, put off and had the worst experience of my life. I have been ripped off and more! I have spent hundreds of dollars on this game and the advertising makes it seem as if a character is avab. so you spend the money and you don't get them. In this case a 4* Dr. *******. I emailed so many times I can't explain to be ignored have cases closed with the response to post on the forum, been refused supervisors, been told employees don't know who the CEO is or where the Co. office is to write a letter or contact the CEO, LIED TO, The email chain is too long to show how rude and condescending employees have been. I was told they can't give me the character b/c he wasn't avab. outside special events yet. WRONG, then they just ignore their error when I as and close the case. It goes on and on!. They character can be given b/c it's been done in the past with your ***** ***** character issue when people sold it. I asked for a couple of 4* crystals and I'm ignored as well. I have been told it's my fault, that I am not valued as a customer. Perhaps it would be better I was one of the kids who plays and never pays you hundreds of dollars. I have never been so continually insulted by employees and mistreated. The way you close cases is like handing up a phone on someone! When I sent in cases after not getting a response in almost two weeks on about my 20th email and explain this to please make a new one etc... They continually just close the new case and they are done with it. No respect, no customer service, no service etc.... I know hundreds of people on the online gaming forums that play and I am going to share my experiences with Kabam for what they are the worst treatment and customer service EVER!!! In addition, you have the game set up to win the best characters you have to have already be one of the best players creating a elite society of players and unfair competitions for EVERYONE else thats why the same people always in everything.

Desired Settlement: All I wanted when this began was fair a 4* Dr. Strange but after the way UNBELIEVABLY DISGUSTING WAYS I've been treated. (emails avab. to send to you) I feel I am due more. I would like at least 5 4* character crystals to be given to my acct. User name ***** and an apology. I will continue to spend hundreds of dollars with you in the future if you resolve this issue accordingly.

Business Response: Initial Business Response /* (1000, 5, 2015/07/08) */ Hello, Thank you for reaching out to Kabam support in regards to your concerns with Support as well as the drop rates for champions in the game. We apologize for any distress this issue may have caused you. We would like to assure you that the drop rates on all of our crystals and for all of the champions are equal for all players across the board. Certain player's do not receive better drop rates than others, and each champion within a crystal has the exact same percentage chance to be received, as it would for other player's opening that same crystal. Certain champions such as newly released champions, as well as higher star champions will be more difficult to receive as they are considered rare. They are still possible to obtain, and sometimes your luck may be better than other times. In regards to your concerns with support, we have gone over your recent cases with us and have found them to be closed due to being unable to assist you further with your issue as the resolution you wanted was not one we could provide. We attempted to work with you in regards to a more common ground resolution, but in the end, we were unable to fulfill your request of granting your account 4 star crystals. We are only able to have our game team assist us in granting champions/high level crystals to player's accounts if there is an actual issue in game that is on our side. We investigated the issues you brought to us thoroughly and confirmed that drop rates were working correctly, fairly, and as intended. Due to this we were unable to grant your player 4 star hero crystals, as this would be unfair to the rest of the community who would not have that opportunity to receive free 4 star hero crystals. Thank you for your understanding in regards to this issue. If you have any further questions or concerns, please feel free to let us know. Best regards, The Kabam Team Initial Consumer Rebuttal /* (3000, 9, 2015/07/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are still telling lies. I was given no offer or middle ground as they call it and I was abused and mistreated and lied to as a customer. I have the emails to prove it. their middle ground was post your problem online. Refusing to even address it. Others didn't spend my money and no proof exists something wasn't wrong bc it's theirs and not shared. I was treated like a dog and they can give 4* crystals away and have done so in the past. I am asking for 5 and considered that a middle ground after being lied to, abused and ripped off by misleading advertising of avab. characters. Stating its not fair to others is ****. It's not fair to me and no one else was treated as I was and didn't spend the money I did and if they were they deserve something or maybe they didn't say anything bc they gave them the character. Now after spending a grand or more still don't have the character. A 4* Crystal costs 2500 units. The could give 12,500 units to me or 5, 4* crystals a lower amount 10,000 units and 4, 4* crystals. Final Business Response /* (4000, 11, 2015/07/30) */ Hello, Thank you for getting back with us. We apologize again for any distress this issue may have caused you. We can assure you that the drop rates on all of our crystals and for all of the champions are equal for all players across the board. Again though, sometimes your luck may be better than other times We will be unable to grant these crystals/champions to your account at this time, due to your drop rate concerns. Thank you for your understanding in regards to this issue. If you have any further questions in regards to a different issue, please feel free to reach out to us directly. Best regards, The Kabam Team Final Consumer Response /* (4200, 13, 2015/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again they have failed to make any offer and give false information. From the beginning they have said they made offers and attempts at a resolution yet in my first reaponse with the BBB you can see this is another lie as I made options avab. and addressed this and wmeven through their responses here have failed to make any even middle ground offer. They have done nothing but say no and provide no proof. All they are doing is ripping off consumers.

8/12/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Kabam has been rigging tournaments and taking money from people then disqualifying some of those people from tournaments with no reason at all. Kabam continually runs tournaments and other events in the game Hobbit Kingdom of Middle Earth knowing they have many issues going on with the game. They have server issues, random missing gear/gems/hero issues, false advertising of events, etc.... The main issue though is that I as a paying customer have been defrauded by Kabam and they have offered me zero resolution or monetary compensation for the amount of money and time I have put into there game, the competitions and tournaments they offer. I have spent well over a few thousand dollars on this game over the last three years and have contacted Kabam many times over the last three years of issues with there game. Most of the responses are automated and there customer service is down right horrible and offers zero help. I am finally writing a complaint because of the last tournament they ran they disqualified my alliance and myself from winning our well earned prize. There was no email, no in game message, no warning, no reason given. They simply offered a prize everyone spent tons of money and time on the game and they took the prize from us. This is a complete case of defrauding us, false advertising, I believe accepting bribes from other gamers and I am sick of them robbing the online gaming community.

Desired Settlement: I want Kabam to refund me either store credit or all of my money over the last three years for all of the money I have put into this game and been defrauded by them.

Business Response: Initial Business Response /* (1000, 5, 2015/07/24) */ Hello, Thank you for taking the time to submit this to case to us. From what we understand you are concerned with your alliance Chaos Theory's disqualification from the Global Greatness Series. After receiving multiple reports we began investigating your Alliance, and obtained overwhelming evidence that during the competition multiple members of the alliance Chaos Theory were violating our TOS in order to gain an advantage. Specifically the use of third party applications in order to perform actions at an inhuman pace. Due to the results of our investigation your alliance was disqualified from the series. This decision will not be overturned, and we suggest that you remove yourself from the alliance if they continue to exploit the game, and violate our TOS. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support

8/11/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Damaged playing enviornment/Deliberate negligence For several months many players, including myself, have played Kabam's mobile app Heroes of Camelot in spite of its various gaming issues and putrid player support, understanding that no game or gaming company is perfect. Players tolerate some of the bad and play in faith that Kabam will do its part in addressing major problems. Unfortunately, over the past several months (at least 6 months in my case) this has not been happening and players such as myself are exhausted and aggravated from geting nowhere in dealing with kabam's willful ignorance to one the game's most significant issue: cheating and botting. This issue is major because it affects the entire game as players who have put in endless hours and dollars to win in-game rewards are snubbed by cheaters who simply use the click of a button. Kabam has been aware of cheating and botting for as long as it has existed. Even more, they are aware of how cheaters work and what means they use to cheat. Kabam has been telling us for months that they are trying hard to fix the problem but it is quite clear that those claims are greatly exagerrated or false based on the fact that several players report and document and use screenshots to present evidence to the support team, and nothing ever gets done. Not even once in my experience. Far too many times I have I reported suspiscious activity and even presented clear cases of cheating to the kabam player support team. Each and every time I receive almost the same copied and pasted response but nothing ever gets done. It is sickening and aggravating. Upon request, I can provide various emails that show that player support did not even make an effort to read my report, let alone address the problem it presented. I feel like contacting support is useless and hopeless and I take the money that I put into this game way too serious for me to walk away. I hold kabam responsible for allowing this game to depreciate because of its negligence and failure to fix this issue. I understand that it can take time, however, their hollow responses have done nothing to garner any faith for me to remain patient. If the evidence that I had presented was unclear then I could understand that an investigation could take time. But when I am showing them plain examples of cheating, and they don't take any action whatsoever, then I have every reason to believe what this action is totally necessary. Several players have already quit this game because it has become broken by cheaters, yet kabam continues to do their very best to offer more promos and advertise them more aggresively in an effort to keep making money instead of fix this incredibly vital aspect of their game. And yes, Kabam has recently implemented a detection system to help stop cheaters but instead, legitimate players are being banned while the cheaters are continuing on undetected and undetered. As a player who cares about the player community I am submitting this complain demaning that kabam fix their cheating issues, ban the players that are cheating (whose IDs I can help provide), and compensate the legitimate players with in-game currency as well as refund 50% of the money that paying players have put into this game. Players do not spend money on this game because they expect it to be broken or damaged. They do so in hopes of enjoying it as it was meant to be enjoyed. We demand compensation for legitimate players because they have been robbed countless times during countless events and arenas. Prizes that they have worked hard for were awarded to cheaters instead. That is not right and should not be allowed no matter how inferior a gaming company is. Lastly, please note that this complaint is a joint complaint and will be followed by several other players who have and are experiencing the same things. I am not alone in absolutely everything that I have presented and the complaints to follow will prove that. Thank you. The server I come from is Excalibur-90. My game ID is ***********.

Desired Settlement: 1. Kabam needs to acknowledge and address the issue of cheating 2. Kabam needs to ban the players that evidence clearly proves are cheating 3. Kabam needs to compensate every non-cheating player with in-game currency (7000 Gems, 25 Chest of Chests from June) 4. Kabam needs to refund 50% of the money spent by legitimate players. Kabam has 30 days from the receipt of this complaint to fulfill demands 1. and 2. Kabam has 60 days from the receipt of this complaint to fulfill demand 3. Kabam has 60 days from the receipt of this complaint to fulfill demand 4. if demands 1-3. are not fulfilled. If these demands are not fulfilled, this complaint can be closed as unresolved/unsatisfactory.

Business Response: Initial Business Response /* (1000, 5, 2015/07/23) */ Greetings, Thank you for reaching out to Kabam support in regards to the recent issues you have encountered with cheaters in the game. We apologize for any distress this issue has caused you, we know how frustrating situations such as this can be. We would like to assure you though that we are continuing to work diligently on creating new and better cheating detecting software. We have recently been able to implement better cheating detection within the game which should hopefully help things for a while. Issues such as this can be difficult to complete eliminate since as we are continuing to develop new software to combat cheaters, cheaters also continue to develop new strategies. We have a team here who is dedicated to combating these cheaters, and will continue to stay as much ahead of the curve that we are able. What helps us stay ahead of the curve the most is player's like you who report cheaters and any specious activity. We greatly appreciate your reports and apologize if it seemed we were not taking them seriously. All reports are taken extremely seriously, there just isn't much we are able to inform the reporting party due to our privacy policy. But do not worry though, as we investigate each and every report received by us, and take any action necessary. Thank you for your patience and understanding in regards to this. Best regards, The Kabam Team

8/11/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: unmarshalling of knight i had 34billion might i have been open for over a year my tax was set at 89 percent so i made gold but also had around 10mil in gold there is no explaination other then a glitch in the game to cause me to unmarshal.. after summiting my ticket they refuse to give me back what i have paid for i have several screen shots including proof of having gold and they can check reports to see there was no transfer after being zeroed i have spent more then 20k and i want what i paid for back or a refund

Desired Settlement: 100% percent of my troops back or my money back

Business Response: Initial Business Response /* (1000, 10, 2015/08/07) */ Hello, We can certainly sympathize with your position and understand how frustrating these situations can be. We will be happy to address your concerns with your Knight unassigning and the associated troop loss. We would like to do our best to resolve this for you and to that end, we have added 24 billion Might in various T1-T4 troops to your account. We understand that this is less than the amount you've requested back, and we apologize for any inconvenience this may case. As the combat and defense mechanics themselves are working correctly, we feel that this is a fair resolution for your case. Sincerely, Kabam Support Initial Consumer Rebuttal /* (2000, 12, 2015/08/11) */ we have resolved this matter ty

8/10/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: game glitch caused me to lose stuff kabam won't fix I applied a 12 hour protection bubble in the morning that expired 5 hours earlier then it should have resulting in my city being attacked and my wall troops killed off. Case number with Kabam is XXXXXXXX. They are blaming me for their glitch saying I didn't apply a 12 hour bubble but 2 hour bubbles.

Desired Settlement: I want the 85 million wall troops that were killed back.

Business Response: Initial Business Response /* (1000, 5, 2015/07/02) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any confusion that this matter may have caused. After reviewing your account a second time we were able to confirm that your city was not under protection during the attacks. You initially applied a 12 hr Rune of Protection on 2015-06-24 03:02:09 UTC, and the Rune of Protection expired on 2015-06-24 15:02:09 UTC. The confusion appears to be coming from the fact that you did not activate another Rune of Protection for roughly 8 hours after your first one expired. The second Rune of Protection you activated was at 2015-06-24 22:59:58 UTC, and the battles that resulted in troop loss were from 2015-06-24 22:54:18 UTC till 2015-06-24 22:56:03 UTC. Due to the fact that we were able to verify that your Protection Rune did last all 12 hours, and the attacking players also lost Might in these battles allocating the lost Might to your account is beyond the scope of what we can provide in this situation. We understand that this may not have been exactly what you were hoping for when you contacted us, but we hope that this explanation has helped resolve your concern. Thanks again for taking the time out of your day to get in touch with us and we hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I know I immediately applied new protection. Kabam is well known by players to NOT take care of the issues or ever admitting they are wrong. Its always the players fault when the game glitches and they make up excuses and lies to cover it on their end. You've lost a spender and I will not be wasting more money on this game. I will just enjoy it for free with my in game friends. Final Business Response /* (4000, 9, 2015/07/15) */ Hello, Thanks again for taking the time to contact us. We would first like to apologize for the disappointment that our previous response may have caused, however, after triple checking your account we were able to confirm that your city was not under protection during the attacks. Due to the fact that we were able to verify no in game error caused the Might loss, and because other players also lost Might attacking your city allocating the 85m Wall Troops is beyond the scope of what we can provide in this situation. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Final Consumer Response /* (4200, 11, 2015/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) They didn't give me wall troops but they gave me 10 million t5 troops, no nearly enough replacement the troops I lost in error. Why give me any replacement if there wasn't an error on their part?

8/6/2015 Problems with Product/Service | Read Complaint Details
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Complaint: KOC Battle for the North Tristan 130 Player Starburst 3/24/15 I lost 14billion troop might because of a kabam bug/glitch missing attack reports I have been a loyal customer of this game throughout all the crazy bug/glitches for a number of years and have found customer service to be very inconsistent. On 3/24/15 I lost 14 Billion might in troops because of a known Kabam bug/glitch because attack reports were not delivered to my uncluttered mailbox. A player checks their mailbox for attacks when logging on and I was being attacked over and over and there were not attack reports in my mailbox so I would log in and out over this period of time but had no clue I was being attacked. If I had known I could have played the game the way I wanted. I filed a complaint ticket with customer support on 3/29/15. After going back and forth with Court/customer service agent for a number of days, and I know he understood my issue, but he NEVER addressed what actually took place and closed my ticket with no explanation on 4/14/15 and I quote "After a final review of this case, we have determined that under the circumstances our team has provided all that we can for this issue. Please note that we will not be able to provide any further allocations to you in regards to this specific issue, and any additional cases regarding this issue will be considered resolved. " Court did absolutely nothing for me but waste my time. So I filed another complaint ticket with the subject "To the personal attention ***** ******* Dir Player Experience" I eventually was put in touch with ******, a supervisor in customer support. They would not put me in touch with *******. ****** basically explained to me how to deal with the daily bug/glitches of this game...emptying mailbox, hiding troops, etc. I have been playing this game for over 3 years on a consistent basis and know most of the ins and outs of dealing with these bug/glitches on a daily basis. ****** finishes his lesson on KOC and writes me "If you have any further questions or concerns regarding this issue, please feel free to reply back to me here. Otherwise, have a great day and I wish you the best of luck in all of your future endeavors." ****** NEVER addressed the fact that my account lost troops because of a known Kabam bug/glitch. So I wrote him back again and went into even more detail and without another reply he closed my ticket on 4/21/15 and I quote "Case # ******** (Subject: "For The Personal Attn: ***** *******, Director of Player Experience"). Thank you for giving us the opportunity to help you. We believe your issue XXXXXXXX has been answered. Please let us know how we did by clicking the link below and completing our quick survey! Kabam Customer Survey " So I put all the correspondence together and mailed a paper copy on 4/26/15 to Director of Player Experience ***** ******* at Kabam in Seattle and received a return receipt so I know it was delivered. It is now 5/31/15. I have given them plenty of time to respond and yet I have heard nothing back from any member of Kabam about this issue. I have been a loyal player and have spent probably $6,000 on this game though the years. Kabam has basically been ignoring this entire issue with me by not addressing it and yet I have learned that they have admitted this bug/glitch to other players and have replaced lost troops. So again, Kabam customer service is totally inconsistent and in my case is a hardship for the investment I have made in this game and to just quit now it is all lost.

Desired Settlement: I would like to have my 14Billion might in troops restored and I will go on playing the game. If this is not possible then I would like all my money to be refunded..I can get the details from Apple but it is approximately $6,000.

Business Response: Initial Business Response /* (1000, 13, 2015/07/15) */ Greetings, Thank you for taking the time to submit this case to us. After checking out the ticket XXXXXXXX which you referenced in this case it appears that after the Support Agent ***** replied to you no response was sent back and the ticket closed itself out. Our system will close out tickets that do not have responses posed back to them after a set period of time. This is to ensure that our queues are kept manageable and efficient. While you did submit tickets after this matter, none of them ever covered any of the issues you pose now in your BBB case and so in all retrospect the issue appeared resolved. Additionally we are concerned about where you mailed this letter you mentioned as we do not have offices in Seattle. Are you sure you got our mailing information correctly from our website? That aside it appears that while the agent was unable to grant back to you the Troops you had lost (due to them being lost legitimately in Battle and granting Troop Kills on the Leader Boards) they did grant you a considerable amount of Resources and Hourglasses to help you build a portion of the Troops back up and suggested that until you had built some Troops back up you set your City to hide so they were not lost in Battle again while you were attempting to build your Might again. As it stands we will be unable to grant you any Might to replace the ones you had lost in Battle, and considering the allocations already granted for this situation we will be unable to allocate anything further. Sincerely, Kabam Support Initial Consumer Rebuttal /* (3000, 15, 2015/07/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for taking the time to respond to me. Support Agent ****** replied to me on April 17, 2015. And he finished his correspondence..." If you have any further questions or concerns regarding this issue, please feel free to reply back to me here." I replied back to him on April 20, 2015. I believe my response was sent within a reasonable period of time. That response sent on April 20, 2015 did not return a canned email saying my ticket was closed. ****** received my response. On April 21, 2015 I received a Kabam Customer Survey email which in case you aren't familiar with it ...means my ticket was closed. ****** didn't know how to respond to that email I sent on April 20, 2015 so he closed my ticket. In retrospect, my issue(not my ticket), was not closed because I never received an answer from customer service that ever fully addressed the real issue. Therefore, since customer service had already closed two of my tickets on this issue, with a plethora of correspondence, which never addressed the real issue of the Kabam bug/glitch, I decided to write to ***** *******, Director of Player Experience and send him a copy of everything that had transpired in a plea for help. I wrote to him at: Kabam Inc., ******************************************* XXXXX I have a USPS return receipt that it was received in that office on May 1, 2015, received by Rocky Rakthay. Never got a response back from Mr. ******* or anyone else for that matter. So here we are at the BBB... The troops were not lost legitimately, the loss was the result of a Kabam bug/glitch as stated in my initial complaint and all the correspondence between myself and customer service. I did not ask for resources and hourglasses. My alliance has billions of resources and all I need do is request. At the time I had over 400 infinite hourglasses. So what I was granted was of very little value and cannot equate with 14 Billion might in troops lost because of a Kabam bug/glitch. Court, Customer Support Agent, from my first ticket, closed my ticket without an answer that even addressed my issue. ******, Customer Support SUPERVISOR, from my second ticket, did not bring this case to closure, he closed my ticket without responding to my last email. This is typical of Kabam customer service and it seems to extend all the way up to the top since Mr. ******* never responded to me either. I need someone to fully review this case because I have been a loyal customer for at least 3 years, and this run around over a legitimate issue has been extremely time consuming and frustrating because of the lack of customer support and understanding. Please check with Mr. ******* for the entire correspondence between myself and customer service and their due diligence to evade addressing a known Kabam bug/glitch issue. After having this issue, I found out that other players have had troops restored to them because of the same Kabam bug/glitch. I am still requesting the return of my 14 Billion might in troops lost because of a known Kabam bug/glitch. Final Business Response /* (4000, 17, 2015/07/31) */ Greetings, Thank you for getting back to us. We apologize for any confusion that this matter has caused. To add some perspective to this issue we would like to cover some of our ticket taking policies and how our system handles those tickets. ***** sent you his response on April 17, 2015 at 3:22 PM (Pacific Time). Days after the ticket was set to what we have in our system as answered. This status will prompt a survey, but it does not mean the ticket is closed outright. After receiving the survey you still have a few days before the ticket closes itself. We set our system up like this so that we could efficiently manage our ticket queues and tickets wouldn't sit stagnant for weeks or months at a time. Please keep this in mind as you continue to submit tickets to our system. Getting a survey does not mean the ticket in closed. Now on to the crux of the matter. At the time the only allocations the support team was allowed to grant, even in cases of lost might, was hourglasses and resources. The meaning behind granting you the amount of resources and hourglasses ***** gave you was to help you build up a portion of the Troops you had lost in Battle. Our policy on situations like this has changed since April and we can now grant portions of lost Might back to players, but we will not be able to grant you the full 100% of what was lost in battle as you did gain troop kills and the players attacking you lost their Troops in the attack as well. You will find that 10 million Might has been applied to your City ***********, in the Kingdom Starburst, on World 130. Again we sincerely apologize for any frustration or inconveniences that this matter has caused and hope that this helps. Regards, Kabam Support Final Consumer Response /* (2000, 19, 2015/08/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this resolution. I am not 100% satisfied with it but am tired of the battle. I am however extremely dissatisfied with Kabam customer service. So many people quit over lesser issues because they get frustrated with the lack of understanding by Kabam customer service when they experience bug/gliches which are innumerable in this game and the resolution is very poor in most circumstances. You have some agents that are adept at handling a situation..such as ***...but most are unskilled to be handling that job. And to get back to ******..yes he replied to me 4/17 and I replied to him 4/20 and got the survey on 4/21 but never got an answer back from him on my email from 4/20. So if ticket was not closed then why didn't ****** answer me? I will tell you why...he didn't know what to say to my response...that is what is wrong with Kabam support. They don't know how to resolve an issue satisfactorily to the customer. You need to promote ***. He at least has an understanding of the customer. Thank you for your help. You have given me some hope in the future of customer service at Kabam. I still would not recommend this game to a friend because it has so many bug/glitches it is unbelievable!!!!!! Bug/glitches + poor customer service = Customer Quits

7/31/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Recent Glitch enabled only some an unfair advantage and Kabam is allowing the advantage to stay. In game trade of previously won coins for Monday Morning Chests. The trade was supposed to be 10 chests for 20 coins but instead it was launched as 10 chests for 1 coin. The trade was live and active for hours allowing 100s of people to trade in for the chests. Kabam said the trade was an error and took the trade down which was originally posted for 7 days. This trade enabled most to capture 10,000 MM chests. To put in perspective, to buy 10,000 MM chests, it would cost 50,000 mith which would cost $3,125. In those chests were valuable gear, gems and might which is used to play the game. Hours later kabam made the chests worthless if they had not been opened but a majority had been opened already. Any boxes that had been opened were allowed to stay in the players account. For a player that traded for 10,000 chests, and I know a lot on my server, on average they yielded between 3 - 5 L9 gems, 3 - 5 L7 blue/green gems, 100 L2 gear and 40B might. Kabam released a statement about the mistake. Their solution was to give back the 1000 coins used to trade in, grant a compensation chest to the whole server and render any unopen MM boxes useless. So to summarize, people received XXXXX MM boxes, got a compensation chest and their coins back usable in future trades. Several attempts to contact Kabam through a forums interface that they recommended resulted in no response from Kabam and thread closed and moved to other threads. My attempts to write tickets in to kabam lead to cookie cutter responses and eventual closure of the ticket and a message that informed me that any future tickets regarding the same issue would be closed immediately and considered resolved... even though it is not. Several weeks ago, kabam had a very similar "mistake" and to correct the issue, they reopened the trade to allow all who had coins/tokens to make a trade. Kabam preaches the reason they don't grant players everything they lose when kabam messes up in their own account is to ensure balance of the game and to not create an unfair advantage to some. Kabam's lack of resolution of this issue has created the largest unfair advantage. Having played for nearly 2 years, I find myself, who was once near the top because of the time and money spent, being left behind because of said trading error. Kabam has made very few statements on the issue, when they do, there is no dialogue, threads are closed and tickets are closed. The customer service department of this company is non existent being that tickets that too long to be addressed, when they are it's cookie cutter responses and tickets closed without ever really being addressed.

Desired Settlement: I want one of two items as a resolution: 1. I want the opportunity to exchange my coins in for the exact same chest as the other received. After the exchange, I want all my coins reinstated exactly like the others received. I want the exact same deal they received. Based on my coins at the time, I should be granted 9,360 MM chests. or 2. Since my prior purchases have continued to devalued, I would consider my product to defective and request a full refund of every penny spent since day one.

Business Response: Initial Business Response /* (1000, 5, 2015/07/02) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any frustration that this instance may have caused you, and we want to let you know that as we move forward we will do our best to ensure that this does not occur again. On that note as soon as we realized the Sage Tower trade was misconfigured we took the actions we believed to be best for the community at the time. This included removing the incorrect Sage Tower trade in, removing chests obtained from the Sage Tower trade, returning spent Tournament Coins to players, and we did our best to apologize to the community by providing an explanation of the error, and a lucrative compensation chest to all affected players. After reviewing your requests we have determined that amount of chests you are asking for is beyond the scope of what we can provide in this situation. With that being said we understand that this situation has not been ideal for you, and would like to do our best to assist you as much as possible. We have provided an additional 200 chests to your account on world 255 in addition to the chests already provided by our Support Team. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Kabam makes it seem as if it corrected the error in which is did not. Kabam makes a claim that they removed chests from sage tower, in which they did, and also that it made all "unopened" chests worthless, which it did. The issue with that claim is that hundreds had already spent tokens to gather max amount of chests, 10,000. They made the chests received by players worthless too late. I only know 1 player that did not open all of his chests because he decided to log out for a while. All the other players that received the chests opened said chests immediately. Players received a massive advantage and kabam allowed them to keep all proceeds from those chests. Kabam indicated that to "claw back" all proceeds from players accounts would have been too big of an effort, which should give you an idea of just how many people actually profited from this error. Had only a couple people benefited, they would have been able to remove said items easily. You not only gave out a compensation chest, but you gave it to everyone, even the ones that benefited from the error. To add insult to injury, after players were allowed to keep all the items in the said chests, you then gave them all their coins back to take advantage of future trades. What I am asking for is not out of scope based on this situation, it's exactly what so many others received. All I am asking for is to be on par with they received and/or to receive a refund of all my prior purchases since kabam is aiding in a devaluation of my purchases. I challenge not only your response as being dismissive in nature, but that this error was in fact not an error and an intentional act. To make the chests tradable for 1 token and not 20 tokens,as it's being explained to our server, 2 key stroke errors would have had occur... hitting a 1 instead of 2 and not hitting a 0. In addition, making the limit 10,000 chests, coincides with prior trades of 1000 tokens being made allowable to trade on any one trade. That within itself would be an additional key stroke error, make the sum of 3 key stroke errors. Because of so many errors one 1 trade, which resulted in a major advantage for many, I believe it was intentional and I will stop calling it an error. What I am asking for is to be on par with the others. When the trade was live, it was advertised as having a 7 day expiration and it did not. Kabam indicates that they seek to not create unfair advantages on the game and they themselves are the ones picking winners and losers. I am asking for: 1. 9,630 Monday Mystery chests (the exact same chests received by the others without have the odds of items altered) or 2. A complete refund of all prior purchases. Final Business Response /* (4000, 9, 2015/07/15) */ Hello, Thanks again for taking the time to contact us. We would first like to apologize for any disappointment that our previous response may have caused. We did our best to resolve this issue as soon as we could, and are currently making necessary adjustments to ensure that issues such as this one can not occur again, and if they do we will be better prepared to resolve them. We understand that this matter has caused you frustration, however, providing you with the same allocation that caused your frustration would only cause more frustration within the community. Due to this allocating 9,630 chests is beyond the scope of what we can provide. We have already provided 200 Monday Mystery Chests to your account, but we want to make sure that we do our best to assist you with your concern because we do empathize with your frustration. On that note we have allocated an additional 50 chests to your account in addition to the 200 that were previously allocated. With that being said this is the maximum amount of chests that we will be able to provide for this situation because anything further would be unfair to the rest of the community. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support

7/29/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: A glitch caused a known loss of purchased in game products and the resolution proposed by company was initially .6% of the loss kicked to 2.6%. Fifteen attack reports showed no hero assigned. There was certainly a hero on. Reading on forums this happens commonly. My account ID is ******. I gave screenshots to kabam for the losses. Over $1500 has been spent to get these troops over 2 years. All I request is they replace the troops they glitches out. It's a very fair response. Perhaps they should call me to discuss their math for fair compensation.

Desired Settlement: 48.5 billion total might in troops to replace the glitches losses. I'm accounting that other players lost might and am being fair that I'm losing some as well far less than that lost by other players. Kabam acknowledged the loss but feels 2.6% refund is not an insult!

Business Response: Initial Business Response /* (1000, 5, 2015/07/24) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any frustration that this matter may have caused. From what I understand you encountered an issue with your Hero not being assigned to a few battles causing Troop loss. We have done extensive testing on this mechanic, and been unable to locate any in game issues that cause the Hero to unassgin. In all cases we have been able to determine the reason for a Hero unassgining is due to player error, typically loss of Gold in the city. Due to this it can be difficult to restore the lost Might to the affected player because other players also lost Troops attacking the city. With that being said we understand that mistakes happen, and we would like to do our best to help you out. As a one time accommodation we have provided the lost Might back to your account in city Arendelle. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (2000, 7, 2015/07/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) This whole thing could've been avoided had they acknowledged it up front!!! I've just found forums explaining how the glitch works and will simply not participate in the events that include that part of the game. Thank you. -******

7/28/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Bank account being over drawn I noticed my bank statement had alot of KABAAM purchases that I did not authorize. I play a game that they have and in this game there are things needed to make game play better u can buy them. Every week I'll spend 4.99 or 9.99 on this feature but on my statement they're charging 9.99 up to 6 times per 1 that im asking for. I've left emails and phone calls and no response. Also I've chatted with others and I'm not the only one they're doing this alot. And I've warned ppl on the game and they have blocked my chat now so I cannot warm ppl.

Desired Settlement: I only require the over drawn money that has been stolen from my account. Plus corrective rewards for game play.

Business Response: Initial Business Response /* (1000, 6, 2015/07/09) */ Greetings, Thank you for reaching out to Kabam support in regards to the recent issues you have experienced with charges on your account. We apologize for any distress this may have caused, and will be happy to investigate further. We have looked into your support account with us and weren't able to find any tickets written into us from your email ***********@gmail.com in regards to this issue. Did you happen to write in under another email, or do you happen to have any of the 8 digit ticket reference numbers? With this information we will be able to investigate these cases and these issues much more thoroughly. If you could also provide us with the following information in regards to the purchases that were not authorized, this would be most helpful as well: - Date and times of each purchase - Amount changed for each purchase - Name of your player - Email on your account with us Thank you for your patience, and we look forward to hearing from you! Best regards, The Kabam Team

7/27/2015 Delivery Issues | Read Complaint Details
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Complaint: Kabam reneging on agreement to restore items Kabam Ref: XXXXXXXX Through yet another Kabam glitch, my city was attacked whilst my troops were defending (perfectly normal). Usually, reports are received to allow informed decisions as to whether or not to carry on defending that city with troops. Through what Kabam have accepted to be a "display" issue, these reports were not received. When I raised a ticket with Kabam, I got the standard garbage whereby they denied all knowledge of the issue, despite other gamers within the community receiving 100% restorations. This was then escalated to Kabam's Player Experience Team Lead who agreed to restore troops lost in these attacks. His exact response is as follows; "I completely understand that you have been asked I believe 3 times now for your battle reports. However, I myself do not have direct access to the admin tool required to provide you with any restoration. Because of this, I would like for you to list out your losses (example below) and then I can ensure that your restoration arrives. (approximation is totally okay) Again I apologize for asking you to list your losses another time." This explicitly states that once I lost out my losses, they will be restored. An extract of my response is as follows; Imperial Guardians - Circa 4.8million (if you want to round up to 5m, I won't complain!) Tier 1 troops - I have no idea of the exact amount, other than to say collectively, this was above 40m (160m might). These were wiped out quite early on. I didn't have many t2 troops in the city, so I'm not worried about those being restored. Tier 3 is where the real issue lies, and where I lost out most of all. I had a mostly equal amount of each type of t3 troop, so around 70m of each. These were decimated to around 40m for Battering Rams and Catapults. So effective 60m t3 troops would need to be restored (1.2bn might) So, collectively, troops to be restored are; * 4.8m Imperial Guardians * Circa 40m t1 troops (even number of each type please) * 30m Battering Rams * 30m Catapults Collectively, this comes out at around 1.3bn might, which is about right". Once the restoration was done, I received less than half of what was lost, and what Kabam had previously agreed to restore, in addition, only 1,000,000 of the around 4,800,000 Imperial Guardians was restored. When I emailed Kabam to query this, they then pretended not to have said the above, and instead saying the following; "Thank you for following up with me, and I am glad to hear that you received your restoration. After speaking with our Game Team and Community Team we were able to provide you with a restoration of: - 500 Million Tier 3 Might - 1,000,000 Imperial Guardians "You are correct that this is not the total amount that you lost in this situation, but please remember that this was a display error and not a failure in battle mechanics. Because of this we provided you with a good faith restoration to help you rebuild following this incident. Additionally, the Guardians were restored as a result of how this situation was initially handled. Normally, they are an item which we are never able to provide directly to players outside of promotions''. This was further aggravated by the following response from ******; "Please note that at no point during our conversation did we promise to return all of the troops that went missing. Instead, here is what was said: You can see clearly that we were careful to not mention a complete or full restoration anywhere in our previous interactions. Furthermore, we will not be providing you with additional restorations in this situation as you have already received far more than we would normally provide in a situation such as this''. It is clear to see that Kabam did intact offer a complete restoration of troops in the first instance, and that these have not been received. Apple and iTunes will be made aware of this correspondence also.

Desired Settlement: I am seeking the full restoration as described in my numerous emails to Kabam, logged under reference: XXXXXXXX As previously stated, I have already made Apple aware of this agreement and the fact that Kabam have reneged on it. Further information will be sent to Apple and iTunes for investigation, and probably, yet another sizeable refund (which, by the way, is in no way a violation of Kabam's terms and conditions of use), given the way that Kabam regularly let customers down, and fall well short of decent business practices.

Business Response: Initial Business Response /* (1000, 8, 2015/07/08) */ Greetings, Thank you for taking the time to submit this case to us. After fully investigating all of the tickets submitted to us under the email **********@me.com (and specifically XXXXXXXX) we do sincerely apologize for the amount of time it took to resolve this matter. It should not have taken as long as it did, and this is why the Lead who handled your case gave you much more than we would normally grant in a situation such as yours. As it stands we believe that the allocations granted to you for this issue, and the amount of time it took to be resolved, was more than adequate and will be unable to allocate any more at this time. Thank you for your patience and understanding in this matter and again we apologize for the amount of time that the resolution took. Sincerely, Kabam Support

7/27/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Terrible customer service and a rip off to the consumer. Spent over $200 for reward based content to get nothing in the end. Ignored my requests. To whom this may concern, Hi there! I am playing Marvel Contest of Champions made and run by Kabam Inc. This is a Free to Play Mobile fighting game for iPhones and Andriods. I am using an iPhone to play this on. It is based upon characters from the Marvel Universe that you can unlock by competing for them. A little background of my issue, I spent over $200 from my own bank account to buy in game "Units" in preparation for competing for a "4 Star Ultron" character (they charge $100 for 1000+ Units which is a ridiculous asking price to begin with). The method to unlock a 4 Star Ultron is through a 2 day long "arena" that the company provides within the game. I used these Units to refill characters stamina so I can continually rack up my points needed to unlock a 4 Star Ultron. The point requirement was insane. about 2.6 million was needed to unlock him. Not only did I spend my money but to keep my ranking I had to sacrifice sleep, and time with my family to just get a 4 Star Ultron this one and only time. The cheated me out of what was initially required. Many players/consumers have requested that Kabam change their methods of unlocking characters and other rewards to only fall on mostly deaf ears. I sent in complaints to Kabam and they had no compassion ** my situation. I got to 2.3 million points and that should have well been enough but it apparently wasn't. I kindly asked Kabam to either give me a 4 Star Ultron in my player inbox or refund my money. They are unwilling to do either.. On a personal side of the coin, I myself am physically disabled. The money that I get is precious to begin with, but the extra money I do make goes to this game for enjoyment. They have ripped me off for the last time. I will no longer give them my money. I am requesting help to get Kabam to listen and award me my character that I so rightfully earned. The money I spent would have more than well covered an asking price for getting a 4 Star Ultron. That Ultron is all I want. I have never asked anything like this from Kabam and they treat me with some mumbo jumbo bull excuse as to it wouldn't be fair to other players to just award me my 4 Star Ultron that I should have won. As a side note I know and respect the functions of the game but despite that I will not let them rip me off. I am really asking for your help. Please get them to treat their customers with respect. I want what I payed for/should have earned. Thank you for listening! Kind Regards, ******* ******

Desired Settlement: I want Kabam to award me a 4 Star Ultron in my account. my account name within the game is named "*******". They are using an excuse such is "it is not fair to other players to give away champions" (Champions is another word for character in this game I was just quoting) but I am not asking for a free champion just because, I earned this champion a 4 Star Ultron. I spent enough money to earn my 4 Star Ultron and to be cheated out of it through the arenas is not fair. They never even offered a compensation or a refund. I deserve that 4 Star Ultron. This is highway robbery plain and simple what they are doing to me.

Business Response: Initial Business Response /* (1000, 8, 2015/07/08) */ Greetings, Thank you for reaching out to Kabam support in regards to your concerns for the recent tournament you participated in with the intention of earning 4 star ultron. We apologize for any distress this may have caused you. We understand your concerns and have looked into this matter further. We have found that your account did not receive enough points during the event to be able to receive the 4 star ultron. We understand your investment in the game, but are unable to supply this item to your account at this time as it would be unfair to other players who gained points similar to your amount, and also did not receive this prize. We also understand your concerns in regards to the recent changes in arenas. We have provided the game team your feedback in regards to this, and can assure you that your feedback as well as feedback we have received from others will be discussed for future developments. Thank you for your patience, and if you have any further questions or concerns, please do not hesitate to let us know. Best regards, The Kabam Team

7/24/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: One of their games, Divine Might, seems to have been shut down without notice and the company will say nothing to players. The game has never seemed fully finished. It always had bugs, glitches, crashing problems that they kept promising to fix but never did. It was still playable and still seemed like a fun game so I joined the other players and bought in game currency. When there is a major problem (or minor for that matter) their customer service is non-existent. Either the rep has no idea what they're talking about or they simply don't respond. After having many issues for the 8 months I've played, the game was completely shut down for all players on May 29. I'm not sure if it was planned our what because they went respond to the hundreds of players asking about it. I asked the billing dept for some kind of a refund and I was going to uninstall and forget about it but was denied anything.

Desired Settlement: I want a full refund of everything I've spent on the game and I will uninstall it and never play their games again.

Business Response: Initial Business Response /* (1000, 5, 2015/06/15) */ Greetings, Thank you for taking the time to submit this case to us. We would like to first sincerely apologize for any inconveniences that this issue has caused. We became aware of the servers being down during the weekend and worked as quick as we could to get them back up and running. During this time we had discussions with the game teams about how this affected the player base and what we could do to help you out. Based on these discussions the game teams came up with a compensation package that would be granted to those affected on servers 4, 8, and 12. Aside from this compensation package we are unable to grant anything further as it would unbalance the gameplay. As for your request of a refund for everything that you have sent in this game, we will unfortunately have to deny this request. As per our TOS (linked below), we do not issue refunds. https://www.kabam.com/corporate/terms-of-service Specifically this topic is covered in sections 6 and 7 "YOU ACKNOWLEDGE AND AGREE THAT YOU ARE FULLY LIABLE FOR ALL FEES AND CHARGES MADE THROUGH YOUR ACCOUNT.YOU ACKNOWLEDGE AND AGREE THAT THERE ARE NO REFUNDS FOR FEES AND CHARGES MADE THROUGH YOUR ACCOUNT." "YOU ACKNOWLEDGE AND AGREE THAT VIRTUAL CURRENCY AND SITE ITEMS HAVE NO CASH VALUE AND THAT NEITHER KABAM NOR ANY OTHER PERSON OR ENTITY HAS ANY OBLIGATION TO EXCHANGE YOUR VIRTUAL CURRENCY OR SITE ITEMS FOR ANYTHING OF VALUE, INCLUDING WITHOUT LIMITATION, REAL CURRENCY, AND THAT, IF YOUR ACCOUNT IS TERMINATED, SUSPENDED OR OTHERWISE MODIFIED OR IF YOUR RIGHT TO ACCESS THE WEBSITES AND/OR SERVICES IS TERMINATED, THE VIRTUAL CURRENCY, SITE ITEMS AND YOUR ACCOUNT SHALL HAVE NO VALUE. " "All purchases of Virtual Currency and Site Items are final and under no circumstances will be refundable, transferable or exchangeable." Based on these passages, as well as other sections of the TOS, we are unable to grant you a refund. Again we would like to sincerely apologize for any inconvenience when the servers were down and assure you that we will be working to keep issues like this from arising again. Sincerely, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm not going to sit there and read the entire TOS but surely somewhere in there it says your company must provide the service I agreed to. The game has been out for quite a while and seems to be getting worse as far as bugs, glitches, and unplanned outages. If that's not in your TOS then this might be considered a lemon under the Lemon Law. I should be able to get a refund for spending on a game that is advertised as finished but clearly isn't and there isn't enough of an attempt by Kabam to fix it. Final Business Response /* (4000, 9, 2015/07/08) */ Greetings, Thank you for getting back to us on this. We would like to assure you that any issues currently going on with the game are being investigated by our developers and they are working on resolutions as fast as humanly possible. Additionally if you are still having issues accessing the game like players had about a month ago please submit a ticket to our support team and we will gladly look into why you are still having issues accessing the game and most other players have since been able to access again and play. Additionally we would like to point out that Lemon Laws only apply to purchases of Consumer Goods which have a Warranty. Our application is a free to download for anyone, and within our TOS we state: "21. Disclaimer of Warranties. THE WEBSITES AND THE MATERIALS, INCLUDING WITHOUT LIMITATION ANY PRODUCTS OR SERVICES OBTAINED OR AVAILABLE THROUGH THE WEBSITES OR ANY THIRD PARTY PLATFORM, ARE PROVIDED "AS IS" AND WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED." Based on this section of the TOS our application does not fall under the Lemon Law and we are not obligated to grant you a refund of your purchases made within the game as covered by the sections we previously covered with you in our TOS. As it stands, we are sorry to hear that you are still having issues accessing the game and do implore that you contact our support team via our normal ticketing system as soon as possible if you are still unable to login to the game. Sincerely, Kabam Support

7/21/2015 Problems with Product/Service | Read Complaint Details
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Complaint: When dealing with any in game issues customer support send out automatic replies without actually reading and/or addressing the problems at hand. On multiple occasions I have had serious in game issues that I have attempted to resolve with their " game team ". The usual response is a automatic response which makes it quite apparent that no one is actually reading the complain in the first place. Why have a customer relation portion to your company when they do nothing?> Recentlly Kabam screwed up and grossly imbalanced the game, this is not the first time. An acceptable fix was not reached. I feel like this company is just riding out the income of the game charging way too much for way too little. No thought is given to what the players actually want its now all about filling the bank account. I have played this game since the start and have invested ample hours and dollars into this. This needs to be adressed.

Desired Settlement: Rectify your screw ups, fix the game before implementing another cash grab.. Read and answer peoples concerns. Read the forums its all there just seems like they dont care anymore.

Business Response: Initial Business Response /* (1000, 5, 2015/07/02) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any frustration that this instance may have caused you, and we want to let you know that as we move forward we will do our best to ensure that this does not occur again. On that note as soon as we realized the Sage Tower trade was misconfigured we took the actions we believed to be best for the community at the time. This included removing the incorrect Sage Tower trade in, removing chests obtained from the Sage Tower trade, returning spent Tournament Coins to players, and we did our best to apologize to the community by providing an explanation of the error, and a lucrative compensation chest to all affected players. With that being said we understand that this situation has not been ideal for you, and would like to do our best to assist you as much as possible. We have provided 200 Mighty Monday Mystery chests to your account on world 236 as a showing of good faith. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards, Kabam Support

7/20/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Kabam used misleading language and flat out lies to sell their products and a glitch caused the loss of entire investment in the game. No support. Kabam offers games on the App Store. The specific game I played was called Kingdoms of Camelot: Battle for the North. I started playing from almost the beginning of this game and made many friends. It was the friendships we made along with Kabams promises of making the game better which kept myself and the others from wanting to leave the game, along with lies about the product and the in game content offers. I played for three long years and was always promised along the way that they would do a better job labeling there items or they would fix certain glitches but the same stuff continue right up until about a week ago when a glitch or just a flaw in the design allowed the enemy players to take the Knights that we marshal out city's with and replaced them with there bad Knights which allowed them to kill of all our troop. The knights that we use to marshal our city's are Knights that we pay huge money to make as good as we can because they are the protecters of all our troops which we also pay huge money for and built up through years of investing in the game. How could kabam design a game where they sell you Knights and gear for lots of money to protect your troops which they sell you for lots of money but then allow anyone to boot that knight and replace with their own? This glitch or seriously flawed design cost myself and many of my friends in my alliance all our investment into the game. We have a message from one of the kabam moderators saying that "your marshal you set in your city is the one that will defend your city". That was a pretty clear statement and that is how I would expect it to be but, in my responce from kabam support they now say that any knight that anyone send to your city to reinforce you will take over if it's higher level. That doesn't make sense because higher level doesn't mean it's better at all. Not even close! With all the gear kabam sell you to put on the knight you could have the highest level knight in the game but without gear on its useless. So all anyone has to do is sneak someone into your alliance and poof, all of your years and many thousands of dollars in investment is gone and that knight with its hundreds or thousands of dollars worth of shiny gear is completely useless. To whom does this make sense? Also, speaking of having your marshaling knight booted with a higher level knight, kabam said that the "final max level knight is lvl 250" so we all buy the 250 knight and they raise the level again to 255, then 260, then 265. If they wouldn't keep raising knight levels after they said they capped it at 250 then this would not be possible for someone to reinforce you with a higher level knight. All this seems to fall on def ears as kabams forums moderators refused to help and ultimately banned me from the forums and the support guys just gave me the ridiculous answer the game mechanics are working properly and said I should be more careful who I let in my alliance! Really? They make a game that the purpose is to forge alliances with players from around the world then they act as though I am supposed to guard against anyone I don't know getting into my alliance? I have screenshots of kabam saying Lvl 250 is the final level knight and I have screenshot of them saying that the knight you set as marshal is the one that will defend your city. Neither were true and if even one of them statements were true me and my alliance members never would have been effected by this. I want all my money over three years worth of purchases returned to me as the game is not unplayable. We lost our investment in troops, we can't trust our expensive Knights will defend our city's, my alliance lost many members over this and we dropped from first place alliance down to 4th.

Desired Settlement: I want a full refund of all purchases made over my time playing (approximately 3 1/2 years). My investment into the game was in the thousands.

Business Response: Initial Business Response /* (1000, 6, 2015/05/19) */ Greetings, Thank you for taking the time to submit this case to us. After looking into your further responses on this case as well as the tickets you have submitted on this matter we would like to assure you that this is an important issue that we are working on trying to correct as soon as we can. You are correct that the system we currently have in place for which Knight is chosen to defend the City is based on the original ideals of the game before we ever considered equipping the Knights. With this in mind it was not until recently that it became apparent how this could offset the game and it's current mechanics. Like many things in the gaming industry things like this do not become a large issue until they are exploited by other players. We have been assured by our game teams that they have begun working on a way to combat this issue, but it will take some time. In the meantime support has been given new directives to help out any players who are targeted by others in the game. With that being said, on top of keeping a watchful eye on the individuals allowed in your Alliance, we are willing to allocate to you a portion of the Troops that you have lost in this matter. We have gone ahead and granted you approximately 2 Billion Might worth of Troops to help you get back on your feet after these most previous losses. Again we would like to assure you that this is a topic that we are concerned about and are actively working to resolve as soon as we can. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 8, 2015/05/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your response to this matter is a classic example of why we have to go to the steps of contacting the BBB. You admit that there was a error in how the game was managed and that error was responsible for our troop losses but, you offer 2b might to each of us which is NOTHING compared to what we lost. I lost about 20b, bluerein lost 68b, *************** lost I think 36b and PrinceRobert lost 160b! Why did it take you this long to make any offer to us anyway?? On top of these troop loses we lost our top position as an alliance and because of all this most of our members just quit the game. I tried to hold everyone for as long as I could but, after weeks of no help from kabam everyone just gave up and quit or went to a more competitive alliance. Between our 4 members that were effected (which were some of the biggest members of my alliance) we lost a total of 284b might which your offer to replace 8b of is a joke and a slap in the face to the people that gave you ten of thousands of dollars to play a simple game. Your lack of understanding or compassion *** what we lost is unbelievable. To put it into context you offer chests that most of the time have 1 to 2 million might worth of troops. Most of these chests cost XX-XXX gems which equals $2-$10 dollars of real money just to add a couple million might. Now imagine 20 Billion might or 160 billion might in ************* case. This is might which took us 4 years to build up and is our entire investment into the game and it's gone in just minutes! You never addressed the lie about the 250 knight being the final level which if it was true would we would have never had to worry about this in the first place. We are owed every bit of might lost and then some for having to deal with this but, at this point nothing short of our money back or at least a good portion of it would be acceptable as we've all quit the game and have no alliance to go back to. If this doesn't happen then this company should lose it's BBB rating and we will look into further actions that can be taken. Final Business Response /* (4000, 13, 2015/07/08) */ Greetings, Thank you for getting back to us in this matter. During your initial concerns with this issue we had strict guidelines on how much Might we could grant back to players regarding this issue. Between the time you first reported this and received your initial allocations we had talked to the game teams and were able to garner a more acceptable policy to handle these issues until it is fully resolved by the Engineers and developers. As it the case we have allocated to you approximately 15 Billion Might of assorted Troops. This on top of the 2 billion you've already received should be approximately 17 Billion of the reported 20 Billion you lost in this one instance that brought you to this case. This is the most that we can grant in this situation and we made sure to allocate a bit more to you than normal because of the amount of time it's been since your initial ticket. Again we would like to sincerely apologize for any inconveniences that this matter has caused and assure you that we are working to resolve it fully ASAP. If you have any further instances of this issue occur please do not hesitate to create a ticket with a Battle Report regarding the issue and our agents will gladly help you out to the best of our abilities. Sincerely, Kabam Support Final Consumer Response /* (4200, 15, 2015/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) This would have been the proper response if it were done right away. At least within a week. You ignored our repeated efforts to get you to do the right thing. My alliance with was number 1 overall for most of the game fell apart and members went to other alliances or quit the game completely. I also quit the game completely after the first month of getting no where with Kabam. It is now over three months later! I have no alliance, all my thousands of dollars invested in gear and its now obsolete, I missed out on three month worth of events and prizes. I also warned you guys about these same cheeters about 7 months ago during season 5 events when they robbed me out of a top 5 finish and I heard that these same people got banned after cheating in season 5 recently! If you wouldn't have ignored us way back then none of this would have happened. This response now is just too little way too late. I do apriciate the fact that you finally came to the right decision but it should not have taken you anywhere near this long. My guess is that you realized that some of your biggest spenders (people that spent many thousands just to play a game) actually really did quit this time and didn't put up with your ****. So now everything I said was correct and now you admit what the proper response should have been and you admit it was way too late so what do you do for a customer that spent thousands of dollars on your product and was treated like this? I expect a refund for all the money I had invested. If I'm treated right and you show that you are sympathetic to your customers concerns maybe I will not boycott other Kabam products in the future and you will have a chance to earn my money and trust back. If not then I will never buy a Kabam product again and I will demand the BBB drop your rating in light of everything said here.

7/20/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Paid Items removed from Online Game:1 1/2 years ago I started playing the online game Raven March. I started 1 day after the 1-week "closed beta" ended. I played 18 hour a day for a year while recovering from 5 surgeries. I never had a need to pay money to remain in top 5 on the server because of the time spent on the game. As game would consistently "cap" I would start again on a new server.This year I have now spent $1416 in order to be at the top. I now play 8-hrs per day. A few weeks ago RavenMarch merged all the servers. It took me 2 weeks of "coining" to regain my position as Red king, top 3 on the server. Then there was very long "maintenance" we couldn't log into game for days.When we logged in we are now playing "SiegeLord"...an advanced version of "RavenMarch". A game it appears is now owned by "37 Games"???It is impossible for a RavenMarch player to submit a support ticket, which they admit on their forums.During this merge "maintenance Upgrade" all players lost Gem Association level one. For past 7 days I can not acquire my 200 gems per day and thus am now weak player. To buy Gem Association lvl 2 will take 50-vochers. We don't know if this will remedy the problem as no one wants to risk paying for this possible work around. Vouchers are only available for a few random hours per month and must be purchased.Before the merge I had 45,000 vouchers, waiting for next chance to buy 5K more. After the merge it reset to just 20K vouchers. It takes months to buy that quantity in the short unannounced windows they are for sale.I am *******, level 114 (********)on server 7. I am VIP level 8 and have purchased 84,900 diamonds (in game currency)for $1,400 USD. In the swap to new company I lost 25K vouchers, 1200 gems so far and Gem Association. I'm not allowed submit support ticket. I cant be compensated for the 5-6K hrs invested in the game. So I want a full refund of the $1,400 USD paid.The cost for 18,000 diamonds is $299. I have paid for 84,900 diamonds in 2015. Product_Or_Service: in gmae currency and bilding upgades Account_Number: *******

Desired Settlement: DesiredSettlementID: Refund Option one:-6000 gems- gem association level two- 300 vouchersOption Two:$3,000:-Refund of $1400 paid plus $1600 for the headache of filing this ****, the time I will spend to file with Attorney General, the anguish of days spent trying to file a support ticket, and a token stipend for the thousands of game hours I will lose when I quit.

Business Response: Initial Business Response /* (1000, 11, 2015/06/09) */ Received response via email: Unfortunately, this player is speaking about a game which we do not support. We will have to refer them to 37 Games, but we will make sure to escalate his concerns to that development team as stated in the message. "Greetings *****, We have recently spoken with 37 Games who have sent out communication informing all players that they are handling all support for the title going forward. Please know that while the title is still hosted on Kabam.com, we do not provide direct support for it. Please reach out to 37 Games with your concerns regarding Gem Association and they will be happy to assist you. Additionally, we will reach out to them to inform them of this issue as well. Regards, Kabam Support" Initial Consumer Rebuttal /* (3000, 13, 2015/06/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have reached out to 37 Games using every means available. When you click support within the game a screen opens for you to start a ticket. However, the ticket cannot be submitted with out an account. When you go to open an account with 37 Games it starts you with a new player character and assigns you an ID number. When you try to submit a support ticket armed with your Acct ID number it refuses to accept it because it isnt linked to the Kabam players acct. There are 4 email addresses available on the 37 games web site for marketing, help etc. The help email was responded to by asking me my info so they could forward it to the appropriate team to get it handled. When I enter all the Kabam data and history of the merge etc it results in an email which says we can't find your acct. I paid you $1600 and cant play without getting the bug fixed, so refund my money or provide me with a way to contact the correct people. my email address is: *****************@outlook.com Final Business Response /* (4000, 15, 2015/07/01) */ Greetings, As Kabam no longer supports Ravenmarch we will be unable to assist you any further with this situation. Understanding from your most previous response that you are having issues contacting 37 Games in any conventional means it might be time you open up this BBB case with them or making a new one. In the meantime we have communicated your information and concerns to 37 Games to help them assist you once you're in contact with them. We apologize for any inconveniences or confusion that this entire situation has caused and wish you the best of luck in getting the assistance that you need. Sincerely, Kabam Support Final Consumer Response /* (4200, 17, 2015/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Kabam accepted my money so Kabam is the one that needs to refund it! Kabam is running a "shell game" here. Run a game for a year then switch over the support to another entity which is un-contactable! 1) They wont fix the problem. 2) They wont refund the money 3) They wont provide a direct way to contact "37 Games" This is unethical and should be considered criminal! Sincerely fed up, ***** ********

7/16/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Kabam entices users to "gamble" with real money for in-game rewards, but never pays out and then states their payouts are "by chance" In the game Wartune: Hall of Heroes, users are encouraged to purchase "balens" with real US Dollars ($). Balens are the in-game currency used to purchase enhancements and extended game content which aren't available to non-paying customers. There is a particular wheeling system in the game called the VIP wheel. Each day, paying users can earn VIP tokens. When you collect enough tokens, you can spin the wheel. It takes several days to earn enough tokens to spin the wheel, so this is where the unethical and potentially illegal issue lies. After hundreds of attempts at this Wheel, I've documented that there is NEVER A PAYOUT. I captured hundreds of screenshots showing that the highest prizes are NEVER rewarded, and that even a casino has to have a certain ratio of wins for each attempt. In the hundreds of attempts I've played, I've NOT ONE TIME been rewarded with even a moderate item, let alone a valuable one. When I brought this to the attention of Kabam, they dismissed my claim by letting me know that it's a game of chance and they don't have to disclose what the payout ratio is. It is unethical and a very dishonest business practice to conduct gambling practices which use real money, without disclosing what the chances for winning are. In addition, since I am a paying subscriber, there are numerous times throughout the last year, today being one of them, that Kabam just shut down their servers and denied anyone to play. They made no public notice. They didn't inform anyone. The outage is during peak times of the day (11am EST and now 4+ hours and counting), and during these hours, there are in-game events like a twice daily World Boss battle, where users can obtain valuable in-game resources. This outage is also a dishonorable business practice because they are taking a service offline that thousands of paying subscribers will get no refund for. While I understand that this is a game, when you consider that they are a subscriber-based, pay service company, disabling access to services users pay for with no notice or estimation of service restoration is unacceptable. If this were another company, such as a mobile phone company such as Verizon, it wouldn't be tolerable for the company to temporarily interrupt services to paying subscribers for services they pay for without notice or compensation.

Desired Settlement: Kabam needs to advertise their wheeling payout ratios since they are conducting a gambling system that uses real money. This is unlawful to conduct business in this way as it is a requirement of any organization who runs gambling functions transacting with real money to disclose all ratios for payouts. Kabam should either offer to refund or reward for failed attempts used over a certain amount, and compensate accordingly. For example, since I've collected VIP tokens to "spin" their wheel, and I've spun the wheel over 100 times without any significant reward, Kabam should be obligated to either refund the amount of failed attempts with in-game rewards or real-world money. I've spent hundreds of dollars in the past year in an attempt to "win" some of these rewards, and to date, haven't had a single compensation worthy of the expense. Kabam should either offer to refund a percentage of the failed attempts over a certain ratio, or reward with something worthy of the countless failed attempts.

Business Response: Initial Business Response /* (1000, 5, 2015/06/29) */ Greetings, Thank you for writing in. If we understand correctly you have some concerns regarding numerous times when the servers had been shut down for maintenance as well as feedback on the chances to win prizes in various events such as the Lucky Wheel and Magic Pot. We are sorry this happened and we will be glad to address these issues. The events we run and Mystery Boxes we sell offer prize opportunities with varying levels of probability to win each of the possible prizes. As a result, rarer prizes (such as mounts) are much harder to win from these chests and events than the other possible prizes. The probabilities for winning each prize is not information support is able to disclose to players for various reasons, but we do have an internal line to communicate customer feedback and I have forwarded your thoughts and suggestions from this case along for future consideration. Our forums are also a great outlet to share ideas and feedback since they are read regularly by the game team. Many player ideas and requests have made it into the game after they have reviewed forum posts that showed a lot of community interest, so if you have a moment we would love for you to share your thoughts with the community on the forums. You can find the Forums at http://community.kabam.com/forums/forum.php As for the server issues that interrupted your time to play our game over the past year, typically these server issues affect everyone equally which prevents them from giving any one player an advantage over the other. While these instances are always regrettable, they are necessary in order to roll out updates and keep the servers as optimized as possible. We do our best to minimize the frequency and duration of these maintenance sessions but they must occur in order for the game to function properly. We deeply appreciate your patience and understanding and our game team will continue to do their best to decrease the severity and frequency of these server issues. We realize this doesn't impact the issues directly, but we went ahead and sent the following items to your Mailbox for you as a token of our gratitude for your continued support: 20x Champion Mystery Boxes (The same prize opportunities and chances as a Lucky Wheel spin) 1x Imperial Crusade Order; As always, we sincerely appreciate your discretion in this matter. We sent this Mail to the character "*****" on server 36. Please let us know if this is not the correct character and server and we will be happy to sort this out. Otherwise, should you ever have any other questions, comments, or concerns in the future, please feel free to submit a new ticket and we will be more than happy to assist you. Thanks for playing and have a great day! Kind Regards, Kabam Support

7/14/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Gem Purchase with double up promotion. I purchased on gems during the get double with the purchase of 2100 or 7000 gems. I received the initial 2100 and waited the 5 days but never received the second 2100. I have contacted Kabam Support which has been completely useless in trying to resolve this. Logging into accounts especially multiple accounts is very confusing and I believe its been designed that way. Hunter at support has simply said he can't find the purchase under any of my accounts even though i provided the receipt for the purchase. I believe i have been lied to and no search was ever made. They have not delivered what I purchased even though I provided evidence of that purchase. They have quite simply stolen my money and told me "too bad so sad"

Desired Settlement: I would like Kabam to refund me the money in US currency I spent on that promo and they know very well which one as the receipt is dated. The can check with Hunter for a copy of it.

Business Response: Initial Business Response /* (1000, 5, 2015/05/14) */ Greetings, Thank you for reaching out to us in regards to your missing bonus gems. We apologize for any inconvenience this may have caused you. We will be happy to investigate this issue further. We have already gone through your previous ticket records with us and it appears we were having a bit of an issue locating your correct player. If you could please reply back to this email with the names of any players you currently have in HOC as well as their Realm, we will be able to investigate this issue more thoroughly and assist you with a resolution. Thank you for your patience, and we look forward to hearing from you! Best regards, The Kabam Team Final Business Response /* (1000, 12, 2015/06/26) */ Greetings, Thank you for reaching out to us in regards to your missing bonus gems. We apologize for any inconvenience this may have caused you. We will be happy to investigate this issue further. We have already gone through your previous ticket records with us and it appears we were having a bit of an issue locating your correct player. If you could please reply back to this email with the names of any players you currently have in HOC as well as their Realm, we will be able to investigate this issue more thoroughly and assist you with a resolution. Thank you for your patience, and we look forward to hearing from you! Best regards, The Kabam Team

7/3/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Sent them a complaint 7 and a half months ago and was told it was forwarded to the game dept. Still haven't heard back from them. I dealt with there customer service rep **** ******** Case number XXXXXXXX. He said he forwarded it on to the game team. Haven't heard anything since. 8 months should have been enough time to investigate I would think. It involved 40 tokens going missing from my account. I consider taking something from my account that I paid for and not replacing it immediately to be theft. I have a new ticket open on a new complaint and I'm getting the same form letters as with this one. There customer service is a complete joke with no power to fix complaint tickets.

Desired Settlement: To start treating customers better. They only send form letters that are meaningless and close the complaint before there is a resolution. If there is no resolution leave the ticket open. Also put people in customer service that have the ability to fix the complaints.

Business Response: Initial Business Response /* (1000, 5, 2015/04/03) */ Greetings, Thank you for taking the time to contact us about your case from so long ago. We would like to first sincerely apologize for the time it took for that issue to be resolved. In the future when one of our agents drops the ball like this one clearly did we would prefer if you submit another ticket to help follow up with what your issue was and how we can help resolve it for you. As it stands it's been 8 months now since you submitted that ticket and you have not received any resolution for it. As it's been as long as it has we have gone ahead and granted you 60 Tokens to use on the chance game again now, or to use on the next special promotion we have for the chance game. Again we would like to apologize for the amount of time it took to resolve this matter. Sincerely, Kabam Support Initial Consumer Rebuttal /* (2000, 7, 2015/04/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Consumer Response /* (3000, 23, 2015/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes it is my account. I no longer have access to that email account but Dad from 128 email address *********@yahoo.com is my account. I will except this resolution if it happens. Final Business Response /* (4000, 25, 2015/06/15) */ Greetings, Thank you for your patience in working through this matter. After receiving all of the information for the reportedly affected account, we have granted you 120 Tokens in the Kingdom Chinese_Dad�®ï¿½ on the World 128 registered to the email address *********@yahoo.com. Again, thank you for your patience and understanding in this matter. Sincerely, Kabam Support

7/2/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Kabam did not compensate for a session timeout error that occurred in one of their games "Divine Might", however they did compensate select servers The select servers they did compensate, I was not on for which I was complaining for

Desired Settlement: I would like to be compensated for the lost exp, fame, honor, materials silver pray tokens gold witches tears crystals all in game things are theses they only gave a compensation to select servers not all players who were affected by this session timeout

Business Response: Initial Business Response /* (1000, 5, 2015/06/15) */ Greetings, Thank you for taking the time to submit this case to us. We would like to first sincerely apologize for any confusion or inconvenience that this issue has caused. We became aware of the issue with players being unable to login to three of our servers (4,8, and 12) and worked as fast as we could to get those back up and running again. In doing so we decided to grant a package to help compensate for the time they were out of the game, but we only did so for characters/players that were on one of the affected servers as it was determined no other servers were affected during this time. As is the case, if you were one of these players on those servers then you have since received the compensation package that the game teams created. If you were not on one of these servers then you did not receive a package and we will be unable to grant one to you. Again, we apologize for any inconvenience that this issue has caused. Sincerely, Kabam Support

7/2/2015 Problems with Product/Service | Read Complaint Details
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Complaint: iwasplayingkabamsheroesofcamelot, theydidanupdate,idownloadedupdate, andlostallmyprogressandhadtostart over,theyrefusetorestoremyoldaccountforthegame. end of feb. befining of march kabam dis a game update for heroes of camelot, i loged in, accepted the update, and then later that day redownloaded the app to a new samsung galaxy s4 with tri-band speaker instead of the dual band speaker and also a samsung galaxy 4 tab, after that download all my progress and account info for the game was lost, I was forced to start over, kabm refuses to call me, they refuse to restore my old account.

Desired Settlement: i want my old account for the game restored with all my progreds cards and gems and level,with my email address *****************@gmail.com the password ** be JMSXXXXXXXXx2, i want all mobey ive spent to be refunded, and unlimited gems for life. I want $6million for my pain and suffering, mental anguish and their lack of fully trying to resolve my issue. I mentally

Business Response: Initial Business Response /* (1000, 5, 2015/05/01) */ Greetings, Thank you for reaching out to Kabam support in regards to your lost Heroes of Camelot account. We apologize for any distress this may have caused you. We would like to investigate this issue further to see about getting everything resolved. If you could please be so kind as to reply back to this email with the name of your player, and the server/world/domain you were playing, we will be able to look into your account and see what the issue might be. If you could also verify the following information for your account, this will allow us to make any possible necessary adjustments much more quickly: - Email attached to the account - Date the account was created - Information on the last 2 currency purchased made - Information on the last 2 in game item purchases made Thank you for your patience, and we look forward to hearing from you! Best regards, The Kabam Team Initial Consumer Rebuttal /* (3000, 7, 2015/05/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) they have asked for that information before, and since i never wrote down my players name, i cant provide it, as for the server and domain info when i tried to get them to explain that further, they wouldnt do so. I have no middle ground offer, they need to check theyre servers for my email id(i.e. this email address) login and track its history Final Business Response /* (4000, 14, 2015/06/23) */ Greetings, Thank you for getting back with us. We have searched our data base using the email you provided but have been unable to locate your account. It appears you may have just created a game account, but did not link it with your email to your kabam.com account. In order to locate your player and assist you further we will need the exact player name you used when starting your game, as well as the Server/Realm/Domain your player is on. Thank you for your patience, and we apologize this issue is taking a while to get resolved. We look forward to hearing from you. Best regards, The Kabam Team Final Consumer Response /* (4200, 16, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) again, i linked my account because after several updates, all i had to do was.sign in using my email. And again As for the server/realm/domain I do not have that information, they need to thouroughly check there system for my email address. and give more detail aboit the server/realm/domain. Or just. give me the money I asked for in my complaint. I am very displeased and angry about all this, and the bbb can see what i mean about what they say to help, in my complaint with you against kabaam to begin with, they are still doing it, they are NOT TRYING TO RESOLVE THE ISSUE, THEY HOPE I WILL GET TO ****** OF AND QUIT TRYING TO SEEK JUSTICE, I AM TO THE POINT OF FULL LEGAL ACTION!

6/29/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Failure to enforce TOS in game has lead to imbalance and decreased value in dollars spent in game. Greetings Kabam, I regret having to take this step. I tried to handle it through the Enhanced support team but since my resolution required mithril, they could not handle. Let me start by saying I am a very loyal player who is one of your more extreme spenders over the past 2 years. I am submitting this complaint because of Kabam's failure to regulate the use of AUTOCLICKERS and 3rd Party Infiltration tools on the game which are a clearly listed violation of the games service codes. From November 1st to April 1st, I spent a good sum of money -- probably exceeding $3,000. The expenditure of funds in game is done to specifically compete at the highest level. But when encountering people who abused the TOS through SMAUG, competition was not possible. The worth of what I bought was devalued significantly. Also, to continue to try and win tournaments or to support alliance, spenders were forced to spend even further additional amounts to maintain top placement. I recently learned that Kabam was unable to track and respond to these violators and it cast the game into a significantly imbalanced state. New developments are leading to an improved stance on TOS violations but even still -- the response is underwhelming. But now I know that you have this gap. This is why I only identify the period between Nov 1st and April 1st. Any money spent since April 1st ($800 or so) is done with a complete understanding of what I was buying into and what the limits of what I could expect out of my spend were. My ask is this: 1. I would like a 75% refund of all $ spent between November 1st and April 1st. I do not want this in money. I want it in mithril. If I bought 32,000 mithril in the indicated time period, then I want 24K Mithril adjusted to my account. This is a very fair offer because it also ensures I remain actively spending on the game. And even with this amount of mithril, it won't put me past the cheaters you have been unable to address. You can track my actual spend from Nov 1st to April 1st and adjust that mithril amount accordingly. I am not happy to have to ask for this but I believe it is an equitable offer. I am committed to making the game a better place and a place where kabam can continue to gain revenue over a long period of time. This is why I joined the Fellowship and I remain as committed as the day I started that effort. I was shocked to see the extent of cheating and more shocked to see how Kabam not only could not address but has a legitimate concern of being attacked in retaliation by these same cheaters with their hacking abilities. It was a bit overwhelming when I considered the entire spend I have put into the game ($20K maybe if not more). I want it to be a great game but you have to control the cheaters and continue to enhance the game intelligently. The fellowship was a great start, please keep doing things like that. Separate from the above, the game has had a significant level of BUGS that have gone unaddressed for a long time that has made playing less enjoyable such as: 1. Queue Refresh Bug during Train-a-thons 2. Hero's disappearing for days 3. CHS Bug (Just recently fixed) 4. Extreme Lag (Recently being strategized and addressed) 5. Missing Equipment In general, intial QA efforts for new releases is not very complete. You do need to a better job on this. Anyhow, I am not sending this to be negative. I have been and will remain a supporter of the game but there needs to be reciprocity for the sake of a quality relationship. Thank you and I look forward to your response.

Desired Settlement: As described, define the amount of Mithril purchased from nov 1st,2014 to April 1st,2015 and refund 75% of that mithril to my ingame account. My email will identify me and the BBB has that as part of the complaint process.

Business Response: Initial Business Response /* (1000, 5, 2015/05/26) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize that this issue has negatively impacted your experience within our community. We empathize with all our players that were impacted by this exploit because we understand how frustrating cheaters can be within a gaming community. With that being said as soon as this issue was brought to our attention we worked towards resolving it as quickly as possible, which given your unique position within our company you were aware of. Due to your position within our company you also know we have made significant improvements to our infrastructure to ensure that players can no longer exploit this feature of the game. We will continue to make optimizations, and improvements to prevent further exploitation of the game, and though we empathize with your situation returning Mithril to your account for this matter is beyond the scope of what we are able to provide. Use of the exploit impacted the community as a whole, and our solution was to address the community as a whole by resolving the issue across the board. Allocating Mithril to a single account for an issue that affected the community would be unfair to all other players involved. We understand that this response may not have been exactly what you were hoping for when you contacted, and we would like to sincerely apologize for any disappointment that this may have caused. With that being said we do appreciate you taking the time out of your day to contact us and we hope that you have a great rest of your week. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/05/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) If you refer to my original complaint, you will note that I mention all of this as not being a problem post 3/1/15 because that is when I became aware of the issue, and through the fellowship, worked with Kabam to improve the situation. But my request is for the period of time prior to that, from Nov 1st, 2914 to 3/1/2015. In that period, the TOS violations were abundant and highly damaging to the game and to any spender who did not receive the appropriate value because spending did not create an advantage in the game which it should. I do not agree with this response because there is a very small percentage of users who spent like me. I believe all should be compensated but I focus on the community aspect in my role on the fellowship, this complaint is about the impact to me personally which was significant. You failed to enforce your TOS, made game decisions that abundantly increased the advantages of cheating, and continued to produce buggy DEV work which degraded the value and enjoyment of the game. Despite all this, I never once cheated and never will despite understanding that you cannot actually stop it with autoclicking. I prefer a clean game but when cheaters ruin the game for others, there should be an avenue of compensation. Asking for a 50% discount on all Mithril purchased over the requested timeframe will result in probably 30k Mithril which won't even last past the next promotion. It won't give me much advantage in game cause of users sitting on 100k coins from autoclicking. But it will make me feel like you appreciate me as a user who has been dedicated to this game for 2 years and still wants to see it have a long and prosperous future. You failed to keep the game fair by not enforcing the Tos until the outcry was too loud to ignore. So please do not use fairness as cudgel against me in this issue, do to cheating, bugs, etc - my purchase in the game were highly devalued and I am asking you to address that imbalance. As for the Fellowship, I bought in fully to the concept and have worked hard for you but it is in no way involved in my request. The common base of users is aware of Kabam's failure to enforce TOS. I am being cordial and trying to be professional because of my position on the Fellowship. Unfortunately, since Kabam reshuffled,mthe fellowship has become devalued. We have only had two days in past 12 with any contact with Kabam :/. It was hitting a stride but has lost all momentum due to no contact with game team and managing EU team. But that is aside from the point of this complaint. I hope to hear back from you soon. I do not consider my investments (what 20k or so into your game) so much that I cannot simply walk away, stop contributing financially, and. Follow other paths open to me. Also, I am asking for a discount on Mith which was the same offer you have had recently 2:1 Mith. Providing me what I am asking for would present no harm to you or game. In fact, it would allow me to maintain and keep my guild spending, and plan A has always been on of your greatest spending alliances. Thank you Complaint Final Business Response /* (4000, 9, 2015/06/16) */ Hello, Thank you for taking the time to get back in touch with us. As mentioned previously we do understand that this issue negatively impacted you, and your fellow players, and empathize with your situation. However, we have done our best to mitigate the impact as best as we could, and have worked to providing an optimal resolution to all players. With that being said the Mithril you have requested is beyond the scope of what we can provide in this situation due to the fact that this issue affected the community as a whole, and allocating such a large sum of Mithril to one player for such an issue would be unfair to the rest of your fellow players. With that being said we would like to do our best to help you out as much as we can because we understand you have been incredibly patient, and loyal customer to our company. On that note we have provided 10,000 Mithril to your account without any further delay. Thanks again for taking the time out of your day to contact us, and we hope that you have a great rest of your week. Regards, Kabam Support Final Consumer Response /* (2000, 11, 2015/06/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I believe a 50% match of my orignal requested amount would have been sufficient. (i.e. 16K Mithril vs. 32K mithril). Just know that you keep mentioning fairness to community which is a moot argument when I am discussing the value I get in game for my money spent. I hope you will consider upping the amount by 6K mithril and I would be very accepting of stating this issue closed to mutual satisfaction. Thank you

6/22/2015 Problems with Product/Service | Read Complaint Details
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Complaint: No support or response from kabam Since i started playing ravenmarch on kabam and we encounter a problem, we(I) get no repsonse from kabam support or help in forums. From today 28/5/2015 all of a sudden we(I) cannot log into game through facebook, after we (I) spend a lot of money on the game. In the support section of kabam, they don't even show the game ravenmarch anymore in the pop-ups. Are they still active in game or did they just drop the game. There was a upgrade a few weeks ago, and our games showed "siegelord" form 37games. now it's back to ravenmarch but nobody knows who owns the game. 37games say it's kabam, and kabam do not repsond to any queries

Desired Settlement: Either kabam must make it easier for players to communicate with them regarding issues and fix the log in problem, or refund players all the money they spend on the game, seems for nothing now

Business Response: Initial Business Response /* (1000, 5, 2015/06/03) */ Greetings *****, We have recently spoken with 37 Games who should have by now sent out communication informing all players that they are handling all support for the title going forward. Please know that while the title is still hosted on Kabam.com, we are only publishing the title. We encourage you reach out to 37 Games and they will be able to assist you with any future concerns. Regards, Kabam Support

6/12/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: 1) Failure of Protection Rune in game 2) Lost of Resources due to failure 3) Failure of Customer Support Hello There.My protection rune was glitched on May 1st earlier than it should have expired. I got hit and raided by other players. afterwards i issued a ticket to Kabam, provided them battle reports and asked for a replacement of my resources that I lost. I got a reply from them (I have the mail screenshoted) saying battle reports worked fine when my issue was a failure of a protection rune and I couldnt get any help or mail from them. Furthermore my battle reports were also missing. I had only last 30 reports eventho I could see earlier reports on alliance wall. in my account i was able to see battle reports #XXXXXXXX as earliers (timing of the report: 15:45) and battle report #XXXXXXXX as last one (15:47 game time) yet on wall i was able to see battle report ********* (15.40 game time). I also have the required proof of this situation as battle reports and picture of my alliance wall.. As a result I lost 2trillion of food, 4 trillion of wood , stone and ore (each) which i ask you to help me for replacement.

Desired Settlement: What I have asked from Kabam was simple...only what i lost due to failure of the gaming system which is resources. and resources do not even cost money or they are not precious item. But they are still needed for TAT tourneys in game. I am bank of the alliance. Therefore I ask you to help me on replacement of resources I lost due to game glitch

Business Response: Initial Business Response /* (1000, 5, 2015/05/15) */ Hello, Thank you for taking the time to submit this to case to us. We would first like to apologize for any frustration that this matter has caused as we do understand how disappointing it can be to come back online with all of your Alliance's Resources farmed by opposing players. With that being said we do have logs to help investigate these cases that show what Protection Rune was activated by the player, the exact time the Rune was used, and the time it will expire. After reviewing your account we were able to confirm that your Rune did indeed expire before the attacks began on your city. The 12 Hour Protection Rune that you activated was at 2015-05-01 03:12:56 GMT, and the Rune expired at 2015-05-01 15:12:56 GMT. The first attacks began on your city at 2015-05-01 15:16:46 GMT(report ID XXXXXXXX) a few minutes after your protection expired. It appears that you did not activate another Protection Rune until 2015-05-01 15:52:15 GMT, but by then the Resources had already been removed from your city by the opposing players. We also noticed that you mentioned you were only able to view the last 30 battle reports, and we wanted to take this opportunity to provide additional clarification regarding this game feature. Players only have a limited amount of space in their inbox for battle reports(30 reports total), and once the limit has been reached the oldest battle reports will begin to be deleted. Due to the fact there were numerous attacks on your city that greatly exceeded the 30 battle report limit the older reports were deleted from your inbox. We understand that this was not the response you were hoping for when you decided to contact us, and we would like to sincerely apologize for the disappointment that this may have caused as this was not in any way our intention. With that being said due to the fact we were able to verify that there was no issue on our end that caused the loss of your Resources allocating the entire amount of lost Resources to your account is beyond the scope of what we can provide in this situation. However, with that being said we would like to do our best to assist you as much as we can because we understand that accidents happen. Without any further delay we have gone ahead, and provided 500 Billion of each Resource to your third city TheReckoning. We appreciate you taking the time out of your day to contact us and hope that you have a great weekend. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 7, 2015/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello and thank you for your mail... I have received about 500billion of each resources allocated to wrong city... and without any warning by kabam... therefore my troops in that City ate about 50b food by the time I login my account... furthermore what I lost was 2 trillion food and 4trillion of each wood , stone and ore... which you can imagine is not what I have lost... and they put 500b each without notifying me so I could have lost it again Since I had no idea..... I really would like you to help me getting my resources back as full and at least another 1.5b trillion food and 2b each wood stone and ore...which is may be half what I lost... Final Business Response /* (4000, 9, 2015/05/26) */ Hello, Thank you again for taking the time to get back in touch with us. We would first like to apologize that we originally allocated the resources to the incorrect city. We were unable to locate a specific city requested within your original response so we did our best to allocate them to what we thought would be the desired city, but must have missed the mark. Regarding your original concern as we previously mentioned the reason for your loss was not due to an in game error, but was because the Rune of Protection naturally expired. We did our best to still help you out by allocating 500 Billion of each resource to your account, however, allocating any further resources is beyond the scope of what we can provide in this situation. Thanks again for contacting us, and we hope that you have a wonderful rest of your week. Regards, Kabam Support

6/12/2015 Problems with Product/Service | Read Complaint Details
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Complaint: The company has confirm was a bug or a glitch in the game and didn't restore 100% what i lose I have been playing this game abt 3 to 4yrs and i bought in games gems cost me abt SGD 20k.. i wroted severe time to the support and each time the give me a different answer the last correspond i have with support and the admit was their program glitch and only restore 0.1% of what i pay. i am havee a few screenshot and mail correspondence with them. kindly look into this matter

Desired Settlement: i demand a fully refund what i spend in this game. company admit was their was fault and didn't fully restore what i lose is a cheating and stealing customer items and forcing customer to pay more.

Business Response: Initial Business Response /* (1000, 7, 2015/05/19) */ Greetings, Thank you for taking the time to submit this case to us. We would like to first sincerely apologize for any inconveniences that this matter has caused you. We are currently experiencing a couple of different issues regarding Knights and Heroes in the game and are working tirelessly to try to come to a full resolution for them. Based on the information that you have supplied in this case as well as your tickets we have sent this on up to the developers to ensure that they are completely up to date on the issue and what we have found on them. Additionally we are helping those players out who are affected by either of these issues by granting back a portion of the Troops lost in battle. In this regard we have granted to you approximately 2 billion might worth of troops. By the time you have received this message you will have already seen these troops applied to your city. Any further occurrences of this issue happening please be sure to submit a ticket in our support system and we will help you to the best of our ability. Regards, Kabam Support Initial Consumer Rebuttal /* (3000, 9, 2015/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello Firstly I was very disappointed with ur support team .. I did submitted a few time tickets but all close.. Either they come back with different answer or reason was so contradicting and which they are not helpful at all.. at the end ticket no ..... N ...... said my case will sent to concern department for investigating but then if investigating why close all my tickets. i do appreciate that you have taken time to reply me here. But i hope we could resolve this issue in a fairness way given to me as an player. I wish Kabam would give me a answer n reasonable answer on this few points :- 1) firstly i do appreciate you help that you have restore 2 bill might. but unfortunately "I did not receive at all". Which city did u have restore to ??? And also, I log in at koc time at 20/5/XXXX XX.46 pm my might is still at 2.4bill. If u said u have restore 2bill which I should be at 4bill might now. Have u forgotten or restore to wrong account? 2) As kabam has acknowledged was an issued of a bug. Why I have to lost all my poor troops becoz of kabam program error/bug?? Dear Kabam I lost 63 billion might did you read clearly! Is Sixty three Billion might not Six billion might. I spend 20k usd and time in this game to build and gain this might. And was a bug issue and destroyed in just a few mins and yet I haven't mention abt my rss is abt estimated 400bill and 3.2bill gold and Kabam restore only 5%. Kabam, i do have a saint knight 10* which wasn't register by you program and server. i believe the program log is still able to tell when how i won the saint knight elevate key.. is was from the wheels And before i got zeroed. could you help me read my log file to confirm it. i hope you understand as a player which we use our wheels token to elevated knight and did not register by the program is so frustrating and mad and getting zero. which wasn't the player fault at all.. and i also would not be begging my might back and sending mail after mails seeking for justice.. I sincerely hope kabam will look into this matter seriously which able to give me some justice seeing some hope in the game. i also understand that every program it does has some bug and error here and there. there always never have a program in the world that 100% bug free. With that being said i really hope kabam would accept my desire state below. My desire : i wish to have all my troops and rss restore 100% - 80% not less than that please . Thank you ******** ***** *** Final Business Response /* (4000, 13, 2015/05/29) */ Greetings, As you have reported issues with the resolution we have applied and additionally opened up a case via TrustE we have decided to create a new ticket for your in our regular support system. Please see case XXXXXXXX for any further conversation regarding your issues and our resolutions for them. Sincerely, Kabam Support Final Consumer Response /* (2000, 15, 2015/06/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hi Kabam team Firstly i have to thanks to support team for the patience give to me. Due to privacy contents im not going to review how much might they restore. But still, I do feel support department there are alot of areas need to improve. is hard for me to explain how support staff handle ticket basically it does annoy you at times. they will just simply cut and paste mail most of the time and reply us. Regards

6/5/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Offered promotional prizes for purchasing currency, which were not met, as well as misleading in game advertisements of prizes not obtainable reasonab The main issue occurred on May 22. The gaming site offered a buy in game currency offer receive prizes. To win the top prizes you needed to purchase 15,000 diamonds. I needed to make 3 purchases to complete this, as the site doesn't offer a purchasing offer for that amount. I made 3 qualifying purchases within the time frame, the prizes were not all rewarded. Specifically the top prize for the buying event, because the company failed to process all my orders, or intentionally did not process 1 order when I had clearly stated to them to process them all out of two orders that were still pending. It doesn't specify that the purchases must be processed first, nor does it state that it is subject to their lack of customer service, and not being prepared for their own promotional event. The customer service, and payment processing services did not respond within a reasonable time frame (8-12 hours), the event ended before any response was given. The offered promotion lead me to make the purchases. If I knew I wasnt going to recieve the prizes, I wouldn't have spent $1200, I would only have spent $400 at the most. One order was intentionally cancelled after they specifically contacted me to confirm all orders. I was charged $1200 to my bank account an only received XXXXX diamonds of in game currency instead of XXXXX diamonds, and was not awarded the advertised prizes. I made 3 qualifying purchases of $399.99 for 6000 diamonds each. Furthermore this game has illusive marketing practices marketing with in game products with various prizes, that are not reasonably obtainable. I have spent over 500 diamonds on multiple mystery boxes in the game, and not received guaranteed prizes or the advertised prizes as suggested. This is usually a small issue, which most people will just let go because of chance, however this has been continuous for me and compounding. This game advertises as a free game, which is entirely false, it states you can become a Don for free, which is entirely inaccurate. The odds of obtaining the items they advertise are misleading, and not reasonably obtainable within $20 to $50 which amounts to approximately XXX-XXX diamonds for $50.00. 500 diamonds for most users is more then $50.00, 425 diamonds can be purchased for $49.99. In the past I have let things slide, because I was just trying to understand the game,and get a feel for how things worked but these things have compiled together & its too much. For example, there are these boxes called Lucky 16's which main prize is a Dons Decree +16, I recently purchased over 50 of these boxes and never got a Dons Decree +16 after spending 600 diamonds on over 50 boxes. I bought 50 of these boxes at 12 diamonds each 600 diamonds total. An won approximately 20 more from events, and didn't get a single Dons Decree +16. I didn't even win a Dons Decree +15 either. The text for this is below When you open this box, you'll have a chance to win the Don's Decree +16 or +15, a 15 or 24 hour Speed Up, up to 16,000 Mastermind, Bassist, Skinner or Money Man Troop Bundles. Up to 250 Mister Snips, Mister Hauls, Man Eaters, Bassists, Hit Squad, Death Squad, Man-Eater, Bassist, or Romeo Troop Bundles. I have had similar problems with some other boxes, but this one was one of the more recent examples which was purchased since May 22. Some other examples are an offering as stated below: The Little Italy Expansion Mystery Box is here to spice up your neighborhood! For the LOW PRICE of just 13 Diamonds, you could have a chance at making Little Italy work even harder for you by winning the Little Italy Expansion Permit! But wait, how does DOUBLE odds sound for the Little Italy Expansion Permit? Take advantage of these odds quick before it goes away! Along with the Little Italy East Expansion Permit, you'll also have a chance at winning Don's Decree +15 or +14 I purchased 25 boxes of these spending 325 diamonds, did not receive the little italy east permit, though it suggests increased odds.

Desired Settlement: To be honest I have no idea what to want out of this because the customer service is so terrible, and this has been my worst online purchasing experience. Advice and input would be greatly appreciated, as I have no experience with this kind of business practices. I honestly got very upset at the horrific customer service, and the level of deceiving practices in the game. Firstly I will address the purchases, I believe that I should be compensated the prizes as advertised for my purchases weather or not they processed all my purchases, as that was there mistake, not my own and I have absolutely no control over that, or their lack of commitment to their sales promotion. My payment was intentionally not processed, as I have the email I sent stating to process all purchases. I wouldn't have purchased soo many diamonds if I couldn't have won that top prize. So either they need to refund me $800 for the extra money spent + compensation for the loss of that money over the memorial day weekend and basic utility lost (happiness from spending money, as I couldn't enjoy the weekend) or issue the top prizes even if they failed to process one of my payments as it was intentionally done on their part, in no part of the messages does it say that the failure of payment occurred from lack of funds, or my bank denying the transaction. Although they claim it wasn't processed $1200 dollars were removed or pending from my bank account which I do not have access to despite the claim of not being processed, so as a consumer I was still charged for this bs, and had I known how poor the customer service would be with these issues I wouldnt have even made any secondary purchasing. Some compensation of some sort would be nice for the amount of stress caused as well. I honestly think they're in game practices should change as well, and should be required to state the odds of the prizes they advertise to not mislead spenders, as in how many boxes will be needed to win a certain prize, as it is unreasonable to advertise prizes that the boxes do not reward within a reasonable amount 10 to 50 boxes. This advertising practice is very deceiving, and even when they make guaranteed odds you do not always receive those guaranteed prizes, and cannot even contact the company as it takes an average of 3 to 7 days to complete a complaint, which usually end with them closing the case without resolving it, or a