ComplaintsforGlu Mobile Inc

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello I have been on the phone with the people from the ****************** game, run by Glu Mobile, for Months trying to get rewarded close to ********* diamonds they owe Me. It was when I passed the million **** for diamonds they started to Cheat me out of my reward, they said it was a website issue so that's who i tried to contact with no response. Design Home stopped answering me and it started to become more and more difficult to log onto the site, sometimes taking up to 5 min to sign on. I Don't know why they made it so hard to design on their site, boredom, jealousy, whatever. THEY OWE ME A MILLION DIAMONDS OR MORE. PLEASE help me and Thank You.

  Business response

  01/08/2024

  Glu does not provide support by phone, perhaps the user is referring to the in-game ticketing service within the game on their device.

  We are unable to find any tickets under the email provided here; perhaps if a ticket number could be provided we could try investigating.

  We are unable to provide support through this channel but the user is encouraged to contact is in-game as follows:

  To create a ticket from within Design Home:
  1.)From your main screen, in the black menu strip at the bottom of the screen, tap rightmost icon that looks like a person's head and shoulders.
  2) From there you will see a question mark in a circle, next to the word "Help."
  3) From there help section will pop up; pick any FAQ; at the bottom of the screen you should see a "Chat with us" button.  Tap that to begin creating an in-game ticket.

   

   

• Initial Complaint

  12/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Their game, Covet Fashion, malfunctioned on 12/16/23, miscalculating scores in fashion house rallies. My house does fierce rallies, which cost each player about $40-50 to play. We win prizes by collecting board pieces on a game board. If we get at least 11/12 events, we earn 35 bonus pieces.The game underscored two events, so we were only credited with winning 10/12 events (we actually won 12/12). We did not get the 35 bonus pieces.Covet Fashion acknowledged they made an error but only awarded us10 bonus pieces. They claim this was due to the number of participants in the rally and our scores, but it is far short of the 35 bonus pieces we wouldve won without their error.I have requested my complaint be escalated to a supervisor but have received no response (after having earlier tickets closed).Covet Fashion needs to rectify this mistake by awarding our house the 35 bonus pieces we shouldve won.

  Business response

  12/21/2023

  Thank you for your message.

  There is an open ticket in our system that is a day old, which is awaiting escalation to a team lead for investigation.  We thank the user for their patience while we process the ticket.

  EA/Glu Support
  

  Customer response

  12/22/2023

   
  Complaint: 21038539
  
  I am rejecting this response because this complaint has been open for 2 days and I am not receiving responses when I request an update. I want an explanation about this delay. The malfunction is resolved and the decision to only give 10 bonus pieces was made within 24 hours of fixing the malfunction.

  I would like an explanation for this delay.

  
  Sincerely,
  
  *********************************

  Business response

  12/22/2023

  Thank you for your message. 

  We are sorry but we cannot provide support through this channel; the issue is being dealt with in our ticketing system and that is where the user should communicate with the team.

  Regards

  Covet Fashion 

  Customer response

  12/22/2023

   
  Complaint: 21038539
  
  I am rejecting this response because support is not responding to messages. I resorted to the BBB because support stopped communication.

  This lack of transparency is unethical. There is no reason not to state any intended resolution in this forum.

  
  Sincerely,
  
  *********************************

  Business response

  01/02/2024

  Thank you for your message. 

  
  Again, we are sorry but we cannot provide support through this channel; the issue is being processed within our ticketing system and that is where the user should be communicating with the team.
  

  Regards
  Covet Fashion 

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/3/2023 I contacted Glu Mobile Support via the app Covet Fashion to inquire as to whether I had been banned from viewing their ******** page as it is no longer visible to me if I sign onto ********. They switched agents (which I believe are probably just AI bots and not actual people who work as Customer Support) and both of the agents (bots) never answered my question. They evaded the issue repeatedly and finally sent a non-applicable reply as they closed the help ticket on 11/12/23 or 11/13/23. I just want an answer and they will not answer a simple question. I told the bot I had complained about the increased monetization by parent company EA and that as a result of multiple glitches that are never really fixed I had chosen to stop spending any more real money on the app. And I explained to the bot that I had complained on the ******** page, which is why I believe they probably blocked me from further action with their page. I simply asked if I was banned and if so why, but they never gave an answer. The first bot was ******** and the second bot was CeCe. I was not and am not the only person who complains about glitches and monetization on the ******** page - I may have went overboard, but I don't know as I cannot even view my posts since I cannot access the ******** page.So I want them to answer - Is my email associated with ******** (and the game) banned from interaction with the Covet Fashion ******** page, and if so, why?

  Business response

  11/15/2023

  We are unable to look up ******** accounts based on email alone nor can our frontline agents who are, by the way, not bots as alleged.

  Participation in the official ******** forum is subject to Covets Community Guidelines.  Judging by the tone and tenor of this selfsame complaint it does seem likely that the player may have been removed due to spamming (and it was possibly rude comments that were being spammed.)

  Membership in the ******** group is independent from the game itself. Removal of participants is at the sole discretion of the ******** group's administrators and such decisions are not rescinded.  

  Customer response

  11/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  While I don't necessarily agree with the ******** ban, at least the business confirmed my suspicion.  I merely wanted an answer and the in-game help desk either could not nor would not answer my concerns with this issue.  I am happy with my comments regarding EA monetization of the Covet Fashion app and I am happy with my decision to stop spending money on the app even though I can afford to spend what I spent on a regular basis.  Because the game has so many chronic and unaddressed glitches, I can no longer give the developer my money in good conscience.  I hope the developer rethinks some of the push to have players spend, spend, spend, and spend some more.  Many long time players have quit the game and are quitting, or at least if they are playing they have decided to stop spending money on the game.  I do like the app/game, but I feel developer greed may kill the game in the future.  I can live without reading the ******** page for the app/game.  Thank you for clarifying the situation! 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I play a game titled Design Home, this game has what they call an offerwall. The offerwall has different games one can play achieving levels to earn diamonds .Diamonds are the currency. I have completed offers more than once, recently there seems to be a problem being rewarded. I've submitted the usual proof and got the run around, today it says I WILL NOT be rewarded because of some risk. This is unacceptable

  Business response

  09/13/2023

  This appears to be a complaint intended for Tapjoy, an ad partner who handle the offers.  Tapjoy is a separate and independent company from EA/Glu Mobile
  
  We have an open ticket in our system where the user is claiming Tapjoy owes them in-game currency.  Apparently Tapjoy has declined some payment.
  
  We are always happy to credit accounts for any Tapjoy offer that has been marked "completed" and not received by the the player.  For any other offers marked pending or incomplete by Tapjoy, we recommend the user contact ******, as we do not have details on the specific requirements for their approval of completed offers. This has been explained to the user.
  
  This complaint does mention having done offers several times; some offers can only be done once, so this could be at issue.  Again, the people to contact for clarification would be Tapjoy.
  
  We are unable to do anything with the screen shots provided in this complaint; those should be brought to ******'s attention.  We do not have access to ******'s records or have any control over why an offer might be declined.
  
  We wish the user the best in resolving the issue with ******'s support who can better explain the requirements for the offers.

  Customer response

  09/14/2023

   
  Complaint: 20595813
  
  I am rejecting this response because:
  This makes no sense as they were the people players are told to respond to on the Design Home game. They told me to send screenshots of completed levels, I did. Someone from this company just instructed me to begin a new email thread. 
  Sincerely,
  
  ************************************

  Business response

  09/15/2023

  The ticket in our system was resolved by the agent, with much the same information given in our response here.  The user was instructed to contact ******.

  The agent signed off with "If there's anything else we can do for you please let us know in a new ticket" meaning if the user has a different issue they are encouraged to create a ticket, but I can understand the confusion.  We apologize that it was not made clear.

  The proof screenshots should be sent to Tapjoy.  Again, we are not Tapjoy, have no information about specific offers or requirements for completion of same, cannot do anything with the screenshots that are supposed to be sent to Tapjoy. 

  Customer response

  09/16/2023

   
  Complaint: 20595813
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************************

  Again I do not understand this response, I followed the games instructions.  If there is something special or necessary to receive rewards promised by THE ***** they shoul6clearly state this in the beginning.  I have contacted tapjoy...they shift the blame. 

  Thankyiu so much BBB you are beyond helpful, thank you again. 

  Business response

  09/18/2023

  We have responded to the user and closed the ticket un our system, giving the same information in our response.

  I do see that the agent signed off with "If there is anything else we can so feel free to create a new ticket."  This may have been misinterpreted by the user; we're sorry for any confusion in that regard.

  May I address your attention to our FAQ about Tapjoy issues from our support site giving explicit instructions how to contact Tapjoy:

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

  Again, we are not Tapjoy; we do not have information about Tapjoy offers, as we have already explained.  Unless the status of an order is marked as "rewarded" AND we show no record of the currency being credited to the account, we do not credit the account.  ****** has it own reasons for challenging the legitimacy of any offer; those are decisions in which Glu/Crowdstar plays no part.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Glu Mobile has provided very little communication and notice regarding their game, *************************** Hollywood. ******************************* contract with the company must have ended recently. *** has decided to suspend updates leaving players in a sensitive situation. Recently they told people using Android devices to disable a very crucial application that enables smooth functioning called *********** Services. I was told by ******* technicians to never disable that application and Glu is telling people to do so which disrupts the functions of androids. eggsandbananas is one of the employees who claims they have run into a problems getting the fix out. Mind you this problem has been going on since early-mid June and it is now early July. The lack of organization at the company is very telling. I will also say they have a habit of purposely letting their games go into an unfixable state without communicating with players about the game no longer receiving updates however the game will function long enough so they can still collect money from unsuspecting people.

  Business response

  07/14/2023

  Changes to functionality on ******** end resulted in users seeing a white screen at launch.  We have been working with ****** on refactoring the game to fix the issue.  The fix is nontrivial but we have found a solution and are due to release an update soon that will address the issue.  When the update goes live all users will be alerted.

• Initial Complaint

  05/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased credits several times and the company refused to give me what I paid for. Escalated and now they claim that I had another account with even more money owed but they aren't technically savvy enough to give me anything. They stole my money.

  Business response

  05/10/2023

  The user has an open ticket in our system which was escalated to a supervisor only 18 hours ago.  We will investigate and answer the user in the open ticket.

  Customer response

  05/10/2023

   
  Complaint: 20039348
  
  I am rejecting this response because:

  I have been a victim of financial fraud by thus business several times.

  I have lost enough and request action by this unscrupulous business be monitored and reviewed.  They have multiple infractions with other customers.  Thank you. 

  
  Sincerely,
  
  ***************************

  Business response

  05/10/2023

  This user has complained to the ******************** before the ticket in our system has even had a chance to be resolved by team leads.  We will reply in the open ticket on our system, as previously stated.

  Customer response

  05/10/2023

   
  Complaint: 20039348
  
  I am rejecting this response because the business is being dishonest.  Screenshot proving they are neglected to refund my recent purchases and past ones.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was jailed for scoring too many points in TSB 22 on Friday 3/17/23. I submitted a request to customer service immediately to unjail me and received a response on Saturday 3/18/23 that I was locked out of team events due to using an unauthorized hacking device. This is not true and also insulting to be accused of cheating. I have spent $ and many hours building up a team I can no longer use due to a faulty algorithm. User name with Glu TSB 22 is Bigshouldersball

  Business response

  03/20/2023

  I do not see any ticket from this user more recent than 7 January. The account "BigShouldersBall" does not appear to be locked out; there is no cheat flag set.  If the users is having trouble logging in, please contact Customer Experience through our website at ************************************************************************************.

  Customer response

  03/20/2023

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

• Initial Complaint

  03/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Plese help For 40 days now ive been writing to customer service about in game issues on tap 21 the club loyalty boxes and daily ****** have not worked . im a VIP Ive paid thousands of dollars for that righ i expect tje game to run smoothly .please do something about this problems thx

  Business response

  03/03/2023

  We have an open ticket with this user and will resolve it there.

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Game Covet Fashion (Glu Mobile/Crowdstar, now under EA umbrella after EA purchased the game company Glu Mobile) has ongoing issues with a feature that awards game currency in Covet Cash and Diamonds as well as other perks for completing various daily tasks. Feature was launched in early January 2023 and has chronic ongoing issues with crediting these daily tasks and awarding prizes. I contacted their in-game Customer Support on 2/19/2023 as I was not awarded $25 in diamonds and $50 in Covet Cash for completing 7 tasks. I have had this issue multiple times in past and game eventually has awarded this "prize" prior to daily expiration time. It never did award this yesterday and the customer service person closed ticket and referred resolution to a special unit. I was asked to rate **************** and gave a poor rating so a new ticket was opened but I still never received the expected "reward" for completing all of the require daily tasks on 2/19/2023. I want them to manually award these amounts of $25 Diamonds and $50 Covet Cash while they are having special team investigate the problems (that *** take forever because they have been having same ongoing issues since early 1/2023 and have yet to fix the problems). I believe they actually need to REMOVE THIS FEATURE until they can get it to work properly. Too much time is spent contacting their **************** Unit several times weekly and waiting for them to suggest things to fix problem that do not resolve the issue. I have spoken with friends who play this game and they have the same ongoing issues with this game feature. The developer only focuses on DOLLAR SIGNS and does not care if their product functions properly.

  Business response

  02/22/2023

  We have an open customer support ticket with this user and will resolve it there.

  Customer response

  02/23/2023

   
  Complaint: 19435040
  
  I am rejecting this response because: they have failed to make this app feature functional since inception in 1/2023 - almost two months later app feature is still exhibiting the same problems on a regular basis.  They have proofs they need to award missing game currency award and received proof with original ticket complaint on 2/19/2023.  They certainly need an open ticket on this CHRONIC PROBLEM, but in the meantime they need to award my piddly game currency that was earned on 2/19/2023 and never awarded.  They can award this paltry game currency amount that I earned and still continue their investigation.  It might take them a year or more to fix the problems, and if things go as usual I have the same problem at least a few times every week.  In past the problem self-corrected before time to collect expired, but this time it did not self-correct.  I actually think they should give me double or triple the amount that I earned for all the aggravation and repeated contact with them as well as having to complain to BBB.  But I will take what I earned and be satisfied.  I am due $25 Diamonds and $50 Covet Cash.  I will accept nothing less from the game developer to be satisfied with this matter.  They can stall and escalate from here to eternity but I will continue to complain daily until the award the pittance that I earned.
  
  Sincerely,
  
  *********************

  Business response

  02/27/2023

  The dev team is aware of reported issues with the Your Goals feature.  While the developers are investigating in hopes of a fix for all users, no individual compensation is being given at this time.  We did give users two free Prop Credits in the interim while the ******************* the issue and we ask users for patience during this process.  There is no word as yet on how the team intends to handle the issue.  ******** of this will be communicated as usual through in-game announcements.

  Customer response

  02/27/2023

   
  Complaint: 19435040
  
  I am rejecting this response because: they have been "fixing" this ongoing problem for almost two months and they probably will never fix it nor compensate anyone for the failure of their feature to properly function.  I believe I told the bot who answered one of my tickets to just forget it because if they haven't fixed the multiple problems in two months h*** may freeze over before they fix it, if they ever fix it.  I did get the 2 prop credits they sent as a peace offering; however, I don't think you can buy anything with 2 prop credits so they are basically useless unless people want to buy more with real money so they can actually get something.  I think you need more than 2 to actually receive anything.  I could be wrong.  They can stick what they owe me where the sun does not shine - my solution is to just not even bother with their messed up feature and that will result in less money for them and more for me.  Wah, wah, wah - all they see is dollar signs so they will see a few less from me.

  
  Sincerely,
  
  *********************

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I played tap sports since 2017 didnt play 2022 much. Account was hacked and when I went to sign in it said that my account was deleted. When emailing customer support they said they cannot do anything because someone was trying to sell my team!! Why would I sell an account I have over **** dollars invested into when I wont get the money. On their TOS it says you are encouraged not to sell or buy accounts never said your account will be deleted even though it wasnt you. This company is a complete scam and not only that they change their TOS and you automatically agree to it!!!

  Business response

  02/02/2023

  We are happy to look into this issue, however we are unable to determine from just the email given here who the user is.  If you could please provide a team name, and if possible the ticket number where the conversation took place, we will investigate.

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