Important information
- Customer Complaint:BBB had previously identified a no address
of complaints concerning customer service issues. The company discussed with BBB in October 2008 ways to correct the cause of the customer complaints. Complaints have decreased in volume since the meeting.
Complaints
Customer Complaints Summary
- 24 total complaints in the last 3 years.
- 8 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/23/2024
Type: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 a service on their website for $100. That service was not completed properly. I have filed two "tickets" to try and resolve the issue and they have ignored both tickets. One ticket was filed on December 16th, 2023 and the second on January 15th, ****.
Business Response
Date: 02/05/2024
Hello! I took a look and it appears that you spent all the points that you purchased over the past few months. My apologies for any frustration you experienced nonetheless.
Customer Answer
Date: 02/05/2024
Complaint: 21180460
I am rejecting this response because: The points I spent did not give me the service requested. The business response did not address my complaint in the least.
Sincerely,
***************************************Business Response
Date: 02/08/2024
You have already spent the points that you purchased. Because you received in-game items and in-game benefits with your purchase, I'm not sure how to help. You used what you purchased over months of play time. I am sincerely sorry for any frustration or confusion you experienced.Customer Answer
Date: 02/12/2024
Complaint: 21180460
I am rejecting this response because:I was not given the correct item I purchased. It's ok though. I will no longer be playing this game.
Sincerely,
***************************************Initial Complaint
Date:01/12/2024
Type: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 a game from Funcom, named ************. Its a multiplayer game that features exploration and free building. It has official dedicated servers for players to join and play on. I play on one of these servers, the number is ****, and it has many hours where it is no longer playable. The floors, ceilings and foundations all stop working, causing players to fall and sometimes die. Their inventories cannot be accessed as the walls around these broken floors are impassable and any attempt to reach a lost inventory do not work. This results in hours of lost progression and times when the game simply cannot be played.Business Response
Date: 01/15/2024
My apologies for the trouble you're experiencing. I will forward your report to our technical department for review.Customer Answer
Date: 01/15/2024
Complaint: 21133760
I am rejecting this response because:this is a known issue that has plagued the game since your last update. There has been ample time to correct it and nothing has been done. I now cannot log into official servers, has my account been blacklisted for submitting a valid complaint? If so, I would like a complete refund for the game, all DLC, and all microtransaction purchases.
Sincerely,
***********************Business Response
Date: 01/17/2024
All I can suggest is that you check with your internet provider as your IP has not been blacklisted. Everything on our end is working.
My apologies for your continued frustration.
Initial Complaint
Date:07/25/2023
Type: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.
Im really not sure if you can do anything about this issue, but i have a ticket ******. seems like you have access to these but im not sure if you have access to the servers. my ticket was not resolved and simply closed, i then submitted another ticket and the same thing. im a long time player and ive spent a lot of money on conan buying it for two platforms and trying to support the game. however this kind of customer server if not very good and the track record i see online has not been great either. is there something wrong with the customer support team or is no one doing any follow up to make sure they arent giving the company a bad name. since the game has been out for a long time and the player numbers arent great it shouldnt be such a issue to provide some kind of proper player support. any insight to this issue would be greatly appreciated or should i just not bother submitting tickets in the future?Business Response
Date: 07/28/2023
Hello!
I am unable to find an account associated with your email address you provided here. Can you please write back and let me know the email address associated with your account?
Customer Answer
Date: 07/28/2023
Complaint: 20370325
I am rejecting this response because:If you had access to the system that i am filing the complaint about then the ticket number should have been good enough. After doing more research into your company Funcom, ive found that you have been summarily perma banning people who complain or make complaints. As someone who plays often and spends a lot of money on this game i dont want to give you more information. Also the in game situation has already passed and i received no assistance with it.
Sincerely,
*********************Business Response
Date: 08/21/2023
You have my apologies for your frustration.
Having the actual email address that is associated with your account would have helped me with verifying your information. Unfortunately since you refuse to give me the information, I can assist you no further.
Initial Complaint
Date:07/21/2023
Type: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 have tried to pay for a previous account about a month ago. They took the money from my credit card and then banned the account. I have no idea why. I have tried sending a ticket to customer service and have gotten no help. I want them to take the banned off or refund my money. I don't want to wait 6months and then have to pay for the account again.Business Response
Date: 07/28/2023
Hello,
Your payment has been refunded.
Our apologies for any frustration.
Customer Answer
Date: 07/28/2023
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:06/26/2023
Type: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.
re Funcom's Age of Conan MMO. Registered through my email.My subscription for Premium Member was automatically renewed on 24th April 2023 for 1 year - to mid 2024.However my subscription dropped to Free to play and I lost paid for additional character slots.I have tried to have this issue resolved for months.I have emailed, tried fault report, posts in support forum, email, petition. The issue has not been acknowledged let alone resolved.They are leaving me with very few options such as credit card company and Consumer protection bureau. Please just fix. And maybe have someone look at your fault reports and forum.Business Response
Date: 06/27/2023
Our apologies for your frustrating experience.
Your purchase did not go through and that is why you did not get premium playtime or features. Please try to resubscribe at your convenience.
Initial Complaint
Date:03/20/2023
Type: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 bought a game from Funcom to be able to play it and I was restricted from playing it. I have requested for more than a year ago (and continue to request) the reason for restriction and funcom fails to provide answers or reason for such restrictions. They continue to not answer my requests or take any action to let my account be unrestricted. So I bought a game to play, and so far without reason have been restricted from playing from the company I bought it from. I gave money to a company who has not delivered their product.Customer Answer
Date: 03/20/2023
Sorry I thought i was selecting an option that meant I haven't heard from the Business as in I've had no contact/explanation from them. Yes I want an explanation from the company as to why I have been restricted with proof I was responsible for the reason of the restriction. Otherwise, they sold me a product they have yet to deliver since I am unable to play a game that I bought.Business Response
Date: 04/05/2023
Hello!
My apologies for any frustration. I tried to look up your account but there are no accounts listed with the email address you provided to the BBB. Can you please tell me the email address that is registered with your account?
Once I can look you ** in our system, I can give you more information.
Sincerely,
GM Dohwa
Customer Answer
Date: 04/11/2023
email to the account that was banned is *******************.
Sincerely,
*************************Initial Complaint
Date:03/07/2023
Type: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.
Hello, I submitted a support ticket on January 27th as I've just recently started gaming again, I am unable to login or recover my account name as it doesn't seem to be linked to my email address - I am worried that my characters have been deleted or lost, as I've not yet received a reply from Funcom support.I understanding waiting times can be long, I have played this game since 2008 and would really hate to lose all my progress - [Funcom #*******] Thank youBusiness Response
Date: 04/05/2023
Hello!
My apologies for your worries. According to our records, you have 4 accounts listed with your email address that you provided with the BBB.
You should be able to use the password / account recovery tool to log back into those accounts.
I hope that helps!
Sincerely,
GM Dohwa
Initial Complaint
Date:01/11/2023
Type: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.
Funcom is refusing to allow me to join friends and family on their gaming platform age of conan. Their claims for denial are false and unsubstantiated.
Funcom also threatened to contact my place of employment if I did not stop using the age of conan environment Ive been a part of since 2008 significantly.Business Response
Date: 01/20/2023
Hello,
Please contact: **************** for more information.
Thank you.
Initial Complaint
Date:11/17/2022
Type: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.
With the Conan exiles game they state to build big but not to block resources or other players. We made sure not to. They do not have a build limit set or specific rules. Came onto the game this morning to being banned from the server. They make up their own rules without using set guidelines. This is very unethical behavior. People lose time and money because of this behavior. They don’t give any kind of warning or any communication at all. I bought the game a long time ago so I am not sure on the transaction date.
Not sure what you can do but they need to be forced to actually give a rule set instead of “we will do what we feel like whenever we feel like it”. There needs to be either a warning system, some form of communication, or a clear rule set/build limit.
The server number was **** and my **** gamertag if ************
Hopefully you can do something because this has happened to a lot of people as you can see posts about it on their forums and ****** as well as other social media.
They shouldn’t be able to get away with this kind of behavior. Rules are there for a reason but because can’t follow rules they make up as they go.Business Response
Date: 11/18/2022
Our apologies for your frustration.
You can view the rules for Age of Conan Exiles here: **********************************************************************************************
When you signed up to play, you agreed to abide by the rules and terms of service.
Hopefully this link will help you understand how our staff make decisions.
Initial Complaint
Date:11/10/2022
Type: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.
Funcom are deliberately providing misinformation on their website for the MMO Age of Conan, as shown on the following web link - ************************************, it says "Additional Loyalty Rewards will be added over time." however no new loyalty rewards have been added for over three years, in additional to this, funcom still provide an FAQ and information regarding character transfers, however that service has been "discontinued" according to in-game support, but it has not been updated on funcoms forums, website, or any other place besides an in-game messaging system that takes months to be replied to.Business Response
Date: 11/14/2022
Hello!
Our apologies for any misunderstandings or frustrations. I have passed your report on to our development and community team. They will review what you have reported and make any changes necessary.
Thank you for bringing this to our attention.
Customer Answer
Date: 11/14/2022
Complaint: ********
I am rejecting this response because: As shown on many previous BBB complaints and posts/complaints on funcoms own forum at forums.funcom.com, Funcom have not passed this information on, or corrected any information regarding misleading membership rewards, character transfers or problems with the game in over 12 months, there is no community response or support from anyone at Funcom, and to state they are passing this onto the development team when there is no "development team" for this game anymore is misleading again.
Sincerely,
**** ******Business Response
Date: 11/18/2022
As I stated previously, my apologies for your frustration I want to assure you that I have indeed messaged any and all teams that are responsible for updating the community web portal.
Thank you again for your detailed report of the situation.
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