Complaints

This profile includes complaints for Glu Mobile Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Glu Mobile Inc

  875 Howard St Ste 100 San Francisco, CA 94103-3032

• 

  Glu Mobile Inc

  500 Howard St STE 300 San Francisco, CA 94105-3027

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:05/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:03/19/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:03/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 03/03/2023

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

• Initial Complaint

  Date:02/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 02/22/2023

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

  Customer Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:02/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Something needs to be done about this company. They are literally robbing and stealing from customers every day with no accountability. I've played TSB for years and this year, they've taken it to another level of greed. This past weekend, I sent in a ticket in regard to a problem I was having, days later I get a beyond pathetic response after it's too late in the event to really matter. They don't help with anything and always blame the customer. **************** does nothing but send pre-formatted responses never addressing anything you say if you're lucky to even hear from them. I was "suspended" on the weekend for pushing back on this as I had enough of this garbage. I spend REAL money playing this game and have for years. They list "odds" as the basis for how stuff is acquired in the game which is a complete lie and then tell you the boxes are " working as intended ". Even though they claim they don't allow cheating, it's become common knowledge now that you're allowed to cheat if you spend enough money. The matchup system they claim is random is another complete lie. The whole thing is rigged from top to bottom and everyday it gets worse. They install pop-*** in the game for purchases in the exact spot on the screen where they know people will be touching while playing so people will mistakenly purchase for insane prices and then getting a refund is impossible. This company has zero morals or integrity and by far the worst in gaming. I have so many screenshots showing the level of customer service provided is beyond pathetic. I could go on and on about other issues but I'm sure it's not the first time you had a complaint in regards to this scam company. I wish I could get back some of the money taken by these criminals over the years but I know that's impossible because that's just how they operate but if filing this report gets someone to at least look into the beyond shady practices of GLU, it's worth it.

  Business Response

  Date: 01/17/2023

  It appears we currently have three open tickets with this user - two via email and one in-game ticket in which the user was asked for additional information which we are awaiting.  We have requested screenshots to help in troubleshooting which the user has declined to furnish.  We will continue to attempt to resolve the user's issues in our communications.

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18820538
  
  I am rejecting this response because:
  Screenshots of what? The fact you suspended my account without good reason. Took away everything I earned in terms of rewards without an explanation. The money and in game currency I used over the weekend was lost as I couldnt play and then you tell me to send screenshots when I cant access the game. This whole game is a complete scam and the customer service provides no help ever. All I want back is what was taken from me. Screenshots of the rewards I lost? Screenshots of the fact your CS rep sent me the most outrageous reply days late and you wonder why paying customers are frustrated? You take our money everyday and provide nothing in terms of help and can do whatever you want without accountability. 
  Sincerely,
  
  *********************

  Business Response

  Date: 01/18/2023

  User's temporary suspension was lifted, but the suspension was not because of "pushing back" as the user describes it  but rather because he ignored warnings about continued abusive and obscene language toward agents, of which he is well aware. There is no compensation for events missed due to suspension. 

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18820538
  
  I am rejecting this response because: Once again, the ruthless company called GLU wins again. Zero accountability, no mention of the absolutely awful customer service they provide. No mention of the cheating they allow based on spending, no mention of the days it takes to get a response which is always pre-formatted and never addresses anything and zero help ever provided. No mention of the fact that they still take our money when the game is full of glitches and always blame that on the players. No mention of the pop *** rigged to show up when people are playing in the exact spot you touch the screen designed for people to mistakenly purchase and then cant be refunded. No mention how odds have absolutely nothing to do with part of the in game purchases. You wonder why people get frustrated?. No mention of the reply I received basically telling me this is the design of the game and yet were just supposed to take it. My biggest regret was ever opening this game in the first place 6 years ago and it appears GLU can get away with anything. They talk about their Terms and conditions yet violate them everyday themselves in multiple ways. I dont care if I get a response on this but posting this on the BBB would sure be nice so other players can see they arent alone in thinking this game is a complete scam and good luck being treated fairly when you have an issue.

  
  Sincerely,
  
  

  
  

• Initial Complaint

  Date:08/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Recently, I purchased and upgraded to a New iPad Air 2021 from an iPad Pro through Apple's trade-in program. This is a practice with all my apple devices. Most information is transferable, with the exception apparently of your game DEER HUNTER CLASSIC. One of the technicians stated that I have to present receipts of the additional monies spent on the various add-ons other than the attachment from my previous device. Well I no longer have that specify credit card yet still use the same user name for the game. If your company can't honor that then this will be My last request.

  Business Response

  Date: 08/25/2022

  This game ("Deer Hunter Classic") does not support server-side saves; all data is held on the local device only. We can only help you recover your in-app purchases, not your achievements.
  
  To be able to restore the purchases we require receipts in order to verify account ownership in addition to making sure all purchases are restored. Unfortunately without these receipts we cannot assist with verifying your account ownership nor assure all purchases are restored.

• Initial Complaint

  Date:08/20/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good Morning. I reached out to ********************** for a resolution under advisement from the company Tapjoy to get a resolution for my concern with Tapjoy. The ********************** informed me that ****** and taking steps on the game page would assist me. Tapjoy is not resolve me concerns and neither is **********************. I would like assistance with this, please.

  Business Response

  Date: 08/24/2022

  We have a ticket with this user and have resolved it there.

  Customer Answer

  Date: 08/25/2022

  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

  Date:08/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They blocked me out of my account on tap sports baseball 22. Ive been in contact w customer service. They answered with in a day or 2 cool. Asked me for all this proof, team name, players, receipts from purchases etc. Ive provided everything theyve asked for AND SOME. They refuse to get back to me and if they do its 3-4 days later and someone else asking for all the same stuff that I already provided. *** spent some cash alls I was asking for was my account unlocked and they seem to think its a joke. The customer service **** is the worst Ive ever dealt with. They are quick to process youre payments tho! Sketchiest gaming company Ive ever come across. Beware of these criminals

  Business Response

  Date: 08/24/2022

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

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17734412
  
  I am rejecting this response because: weve had an open ticket for over three weeks you are not helping me whatsoever your customer service is **** poor Always has been I have come to the conclusion youre not going to come to an agreement with me so this is the route I am taking
  
  Sincerely,
  
  *****************

  Business Response

  Date: 08/25/2022

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