FUNCOM, Inc. (Headquarters)

Funcom tricked its players into a limited-time deal only to introduce harmful changes to the game laterFuncom offered players a deal (199.99 USD) on the so-called Grandmaster Package - an edition of their online game, The Secret World, only to introduce game-breaking changes right after the offer ended and players were tricked into buying it. Almost immediately after the changes were deployed, the official forums are overwhelmed with a couple dozen pages of generally negative player responses to such changes.What's more important is that the game director has promised the community both in verbal interview and in writing that the majority of those newly-introduced ruining changes won't happen in the game. I suspect that Funcom expected a possible backlash from gamers thus trying to really push this offer, which really seems now like some kind of a malicious practice of their sales department.Last but no the least, all these game-ruining changes weren't carefully prepared, but rather carelessly thrown into the game introducing even more game-breaking bugs (in addition to all the bugs the game already had). Customer support hasn't so far come up with anything worthy of being named as a solution to this disaster.Desired SettlementA refund on Grandmaster Pack (199.99 USD) offer purchase minus company proclaimed value of digital items that came with the offer (some of them still unused/unclaimed).Business Response /[redacted]/Hello,Our apologies you are not satisfied at the direction that the game has changed since you started playing. As you may know, a MMORPG is an ever evolving game and there will be times when some players like certain changes and other players will not. Then more changes will be made and those same players will like the new changes and then the other players will not. That is the nature of an ever changing, exciting, updating online game.When you signed up for our game, you signed an agreement with us. In that agreement it listed that we are not obliged to refund players due to changes made in the game. You were informed that it was ever evolving game play. You are still able to access the servers and play your characters, we have not interrupted your service in any way.To complicate matters, while we would in some circumstances, be able to honor your request for a refund and then close your account, I cannot in this instance because your purchase was through PayPal. PayPal removes our ability to issue you a refund on payments made more than 60 days ago.Because you bought the Grandmaster pack in early February, I do not have the ability to refund the payment.My hope is that you will continue to play and watch for the next changes on the horizon, as those may be more to your liking. Thank you for understanding. Consumer Response /[redacted]/Good day,Firstly, I am not complaining about the direction changing since I STARTED playing. I am complaining about a lot of things in the game changing right after the 200$ deal was pushed to the players, while it was clearly promised by the company executive that such things won't happen. I have been playing the game for almost a year until that moment.Secondly, I am aware of the PayPal policy regarding refunds. However, according to PayPal representatives (one of many sources can be found here - https://www.paypal-community.com/t5/Refunds-and-cancellations/refund-after-60-da...⇄ you're still able to process the refund via Send Money function and then request fees cancellation from PayPal that will be approved as they see it as a refund of original transaction. Besides, even if you're not willing to do that, I will still be fine with a partial refund with fees deducted from the transaction. So if you really want to honor my humble request, please do. This will reinstate Funcom honesty in my eyes and I will look forward to the studio further development.Looking forward to your reply.Final Business Response /[redacted]/Thank you and I appreciate your continued thoughts and feedback on your experience.If we grant this refund request (which again is way outside our terms) we would have to close your account with us. This is because you have been thoroughly using your account since the upgrade purchase back in February. Please respond and let me know your final decision. I still cannot guarantee a refund but if you are 100% sure of your request and you understand that you would no longer have access to your account, then I will see what we can do.Thank you.Final Consumer Response /[redacted]/(The consumer indicated he/she ACCEPTED the response from the business.)I understand your reasons for closing my account, and I am willing to go forward with this resolution. Please close my account and see what you can do with the refund. I am 100% sure about this.Thank you.

Funcom on various times had to get help from customer support were there to help resolve Gaming issues at hand sometimes game won't work they would listen & correct problem at hand. Take under consideration that is sometime hard to keep up with customer demand they do A++ job in taking care of us. On Billing sometimes payment won't go thru but with there help is fix under and hour.

Funcom refused to reopen my anarchy online account or even provide a valid reason to why it was closed, after I got hacked.After taking a several month break from Funcom's sci-fi MMO Anarchy Online, I tried to return to game to find my passwords and email changed. I tried contacting their customer support and received a reply saying my account was closed for several payment issues and fraud, and then ceased communications. I tried several times over the course of the next few weeks to find out what had happened to my account when I was gone but they refused to even so much as reply to me, and when I told them I would be contacting the Revdex.com they said they wouldn't reply or help with the case. I paid 4 accounts over around 7 years totaling around $60 a month, and spent a lot of time working very hard to create endgame levelled/geared characters, for Funcom to just decide I should lose it because I got hacked. I find this type of customer service, especially to a long term and very loyal customer, quite frankly appalling, and as such I would like it resolved either via re-opening of my wrongly closed account, or a refund of the several thousands of dollars I paid them for it just to be snatched from me for no good reason. I personally done nothing to violate their EULA or T&C and as such they have no rightful reason to keep my accounts bannedDesired SettlementRe-opening of my accounts in full, or a refund of all the money I spent on paying for several accounts over years, estimated to total around 3000-3200 USDBusiness Response /[redacted]/Hello,We are troubled to hear about your frustrating situation. While you did not provide enough information for me to be able to look up your accounts in question, I can give you some general answers that may be of help.You are responsible for your own account security. If you allowed other people to access your accounts that is account sharing and under our rules and terms this is not permitted. Refunds are never given on purchases over 90 days old on credit card purchases and 60 days old on Paypal purchases. If you were not the last person making payments on those accounts, that means you would not be able to verify account ownership. When an account becomes contested like these sound like they were, then we simply close the account(s) as per the agreement you signed when you created your accounts.I hope this information helps.If you want me to look more specifically into your specific accounts I can, however you will have to give me the account names in question to do so.I apologize if this is not the answer you wanted to receive. Consumer Response /[redacted]/I did not allow anyone on the account, I was gone from game during which time I was hacked, I hardly think that can be classed as account sharing as I had no idea it was going on and didn't give out any personal info regarding said account. The username was mr-w33d-pkFinal Business Response /[redacted]/Thank you for providing the account name in question.This account has many problems that span over the years starting back in 2011. The account was reported compromised, shared, compromised, shared over and over again throughout the years. Furthermore the account has been suspended many times over the years for profane harassment, terroristic threats, among other things.Also in 2014 the account, logged in from an IP address that had accessed the account for many years, stated in the chat channel that they would like to sell their account, listed their characters levels, the amount of subscriptions attached to the account and then gave a Skype address for people interested to contact them to complete the sale. This behavior is strictly forbidden per our terms of service.Shortly after that, the account owner name and address changed and a new IP address began playing on the account. Then a few months later, another person reported that the account was theirs, not the other person whom had stolen it. Meanwhile, that other person had been making payments on the account and advancing the characters. It appears, that the account was willingly sold (again against our rules) and was played and paid for by the new owner. Then it appears that the previous owner, after the fact, came back and tried to claim that the person now paying and playing on the account, "stole" the account. Disputes like this is one of the major reasons that our agreement, that you signed when you created your accounts, states that this is expressly forbidden. It was decided at that time, back in 2014 that the account would be closed due to the numerous issues associated with the account.Numerous violations occurred on this account.Numerous instances of account sharing/selling was reported. This account will never be reopened and has been permanently closed.We never like these situations to occur because we love our customers and want to keep them happy but when this type of issue occurs, we have absolutely no recourse but to close the account.Lastly, since the last payment made on this account was back in 2014, and paid by a person not yourself, we obviously cannot issue any type of refund.I hope that this information helps bring you some closure. Final Consumer Response /[redacted]/(The consumer indicated he/she DID NOT accept the response from the business.)I can't help but feel that this is a blatent lie as I've never once tried to sell the account and it has not been suspended many times as stated, I got a 1 day ban once for trolling in the chat but the allegations made by yourselves saying multiple times and the reasons are a complete fabrication. I had no idea that the account was being stolen, sold, or anything else of the matter, I invested far too much time into the game to give away or sell my account, but from your account of the situation it seems whoever hacked me tried to sell it, then perhaps that person tried to sell it again or something. The only time I've ever had is sues logging in is when I moved from the UK to the US in 2012 and I can provide accurate information to prove that was indeed me recovering my own account with no foul play entailed. What I think happened is that when I was gone from game in 2014 my account got somehow compromised and that you are just jumping to conclusions and trying to fabricate other instances to seem like they were something else or something worse, in order to cover for the fact that your customer support team messed up when I reported my account compromised, which is quite frankly ridiculous to be honest. This isn't the first time I've heard of funcom messing up and wrongfully banning someones account to cover for their own staffs incompetence, and honestly I feel trying to cover a failure up just to not make a member of your staff look bad is a horrible way to run a company. I've literally had nothing but minor offences on my account, and can provide extensive evidence of such, as well as proving I'm the account owner and showing that the one time it was reported compromised in 2012 was just because I had moved and lost my password in the process. Regardless of whether or not my account was paid for by the hijacker(s), it doesn't make it any more fair that I should be banned for being hacked, as I can assure you that I never gave the information out for the account in any way nor tried to sell it, so these claims (If there's any truth to them, which I don't entirely believe anyway) are unsubstantial.

Support for Funcoms Pc game The Secret World.I am unable to get the game to load properly. I asked for online email assistance. They replied several times without offering anything that solved the problem. Then claimed not to have received some emails and finally just stopped responding at all.Desired SettlementI really want a solution for the problem with the game.Business Response /[redacted]/Good Morning,I apologize for your negative experience with TSW.All I can suggest is that you contact our support team and describe your technical problems in detail to them so that they can better assist you.There are certain system requirements that you must meet before you can play our game. I see that you have been successfully logging into our game, as you've created 2 characters and played on them. So I hope that whatever issue you had, is already resolved. Again, please contact our support and explain your issue in as much detail as possible. They will gladly assist you.Have a good holiday season!

Funcom refusing refund within 48 hour of purchase and reason for refund was because of false advertisementI purchased a 12-month subscription for my account at July/24/2016 and cancelled immediately after discovering that I will not be receiving any bonus points for the subscription, cancel date was July/26/2016 upon receiving my response I was told that because I had "accessed" my loyalty rewards I was no long eligible for a refund. Which is more than absurd and bad business practice in general to me.[redacted]^ First of all read this link, it is ambiguous and very misleading to say the least, and it clearly says and I quote "Earlier, we announced that we would provide 200 Bonus Points per 30 days of Membership left over after today's update" KEYWORD: AFTER TODAY'S UPDATE. So I thought my account must be qualified for such bonuses. To my surprise it was not true.So here are 2 problems I must express:1. Failure to deliver a valid refund solution for a 12-month subscription when client OFFERED to delete his character (the ONLY ONE MADE), to nullified the so-called loyalty items received, and also OFFERED to delete his ACCOUNT altogether upon receiving a refund. Also, given the immediate response from the client, myself the refund should be an easy choice to make, I am a customer trying a new product, and as such, any game publishers such as [redacted], or game stores offer refunds given the appropriate time of the refund with receipt. Even computer stores such as [redacted] offer refunds for computers, even if you used it out of the box. Let me make an analogy, if a customer does not use a product, how would they know this product had a misleading description, or the fact that the product is misrepresented, or the fact that the product is unsatisfactory? He/She would not, therefore my argument is valid and I should be compensated, whether fully or partially is up for discussion.2. False and misleading advertisement. [redacted]^ on this link the following content is displayed and I quote "Bonus Points from Membership: Expires July 31st Earlier, we announced that we would provide 200 Bonus Points per 30 days of Membership left over after today's update. For example, if you had 6 months left, you would have received 1200 Bonus Points. We also announced there would be a limited window of time to be able to spend these points:All Bonus Points will expire July 31st. Thanks! [redacted]Community ManagerTwitter: [redacted]Posted 30th June 2016, 16:31However this was the response I was given when I sent out my email to customer service, indicating I was willing to delete my account in order to receive my refund.Greetings,Thank you for contacting Funcom Customer Support!I sincerely apologize for any confusion regarding the availability of Bonus Points with membership to Age of Conan. When the membership changes occurred, players with existing membership to the game received a stipend of Bonus Points determined by the amount of game time that was remaining on the account. The points received through this offer are only valid until July 31, which was clarified in the following forum post on June 30: [redacted]There are currently no special offers to distribute Bonus Points or Funcom Points with new orders for membership to the game, which is why you did not receive any Bonus or Funcom points when you purchased 12 months of game time on July 26. I'm sorry if this was not clear when you chose to submit your order for game time. Unfortunately, as you've already accessed the services rendered by this payment by logging in while premium membership was active - as well as claiming the associated loyalty rewards through the in-game item store - we're not able to offer a full or partial refund for this order. I understand if you are disappointed to hear this and do apologize that we were not able to fulfill this request for you.Well how else was I to know unless I log in? The Irony!!!Desired SettlementI desire a FULL REFUND, or a PARTIAL REFUND, which involves deducting the 1st MONTH PAYMENT.This is not the correct practice of good businesses.Know that I have already deleted my character, and I am seeking to delete my account as well as a result of this negligence, because it is not about the amount of money, it was the way that I was treated, this is bad business because it is unjustified. You cannot justify this type of behavior, when I purchased the original guild wars 2 package 4 weeks before I purchased the Heart of Thorns Founders pack, I received the FULL refund for the original purchase, now did I use the original purchase's benefits after I bought it 4 weeks prior to Heart of Thorn's release? Of course! Why wouldn't I, but it's how you conduct business that drives your business to thrive or die from bad rep via word of mouth.Lastly, look at any steam games, even games that does not allow full refund allows partial refund because you can return the CD-key ownership to steam. So me deleting my character and account is indicating that I am in fact returning the ownership of everything I purchased, back to the COMPANY, FUNCOM, please stop deflecting the customer's requests with petty excuses, take the initiative to help for once? Please listen to a humble request and a reasonable one.Business Response Our apologies for the frustration you've felt regarding this situation.I took a look at your account and it appears that you were refunded yesterday.I'm glad you continued your conversation with customer service and were able to work out an amicable solution.Please let us know if there is anything else we can assist you with.Take care.Consumer Response Is there a reason as to why I was not refunded the full amount? I asked to be refunded the full amount if possible, I also closed my account, or rather my character I created, I also asked my account to be closed, there is no actual reason to charge me 20 dollars CAD (Canadian Dollars), I asked for a refund within 48 hrs of a purchase and I asked the full amount as I chose to close all my accounts related to the transaction, I have nothing to gain from trying to take advantage of this refund, and Funcom should do the same, because in effect of not making a full refund you are taking advantage of me, a customer who tried a product for less than 48 hrs, who also asked that his account be closed, because there is no option for me to do so in-game or otherwise on the website or Funcom webpage. If there is a scale to measure the unequivocal morality of each of our decision, which of us is more guilty or likely to tip on the side of taking advantage of transactions made? I'm not implicating anything, I'm simply asking a question to you, as a customer support staff, should ask yourself or the company's ethics and standards. It's not a matter of whether I was right or wrong, it's a matter of doing what you believe stands for fairness and justice, that is respect for law I was taught in Europe and North America all my life. I believe it should apply to other areas as well, wherever we go, the first time impressions always leave its mark; my own personal experience exchanged with Funcom's customer support was a poor one, that's irrevocable. However, I still believe Funcom should do what any reputable company is capable of, and that is to deliver above and beyond service at a standard that is on par with the competitors relevant to its current competing market.Final Business Response Sir/Ma'am,In your email you stated: "I desire a FULL REFUND, or a PARTIAL REFUND, which involves deducting the 1st MONTH PAYMENT."Which is what you were given. You were given a refund minus a 1 month subscription fee. The reason for this is because you actively played on the account which means that you used the service. I hope that clears up any questions.

Paid to upgrade a Free account to a paid account and you banned the account and still haven't answered on why.On July 1 2016, I opened a brand new free to play account with the intention of upgrading it via a special deal you had, Where you would receive all the expansions and an extra 180 days of game time with free armor set. So I upgraded on Friday July 8 2016 in the evening, I woke up Saturday and checked on the payment processing and noticed that on the account page it was deemed Approved. So I went in game and had not received any of the items. I then proceeded to file a support ticket as you direct people to do with problems. I did not hear anything until Monday July 11 2016 at 430 EST Time. The email I received stated that they could not reopen my account until I sent them a email of my ID and Credit card with certain numbers blacked out. Also they Banned my account so I can no longer play, I have a problem with them Banning an account for no reason, I understand they want to make sure the charges are not fraudulent, I am ok with that but why not ask for that in email and if I do not provide it, then decline the payment and ban the account. Not a punish me now and then wait a week and still not hear anything back from your non existent support team. So after replying to an email from your GM over billing within 30 minutes of him requesting the information ( Takes time to scan and edit the pictures to not show ID # and parts of the CC# ) I still have not heard anything from them, even though I have been charged $95.40..... So this is Fraud in my opinion and if I do not receive and answer soon I will file a case with my Credit Card company and the local sheriff and press charges against Funcom.Account Name : King[redacted] leaving rest blank. Attached to my email [redacted] you can figure out the last bit of the account name.Also since my play time is clicking away and I am not able to play will I get some type of restitution for lost time and money ?Desired SettlementI want my account opened back up and time added to my account for lost time.Business Response Hello,We apologize for any frustration you've experienced regarding your account. Rest assured your purchase has not gone through yet. Purchases will not process on frozen/banned accounts. I've checked your records and it appears that you are currently in active communication with a customer service support person. Our staff has been actively communicating with you over the past 48 hours regarding your account. As it stands currently, your account was reopened this afternoon and your purchases attempted but have failed with the error "DENIED." This error is directly from your card company/bank and that is something you will need to resolve with them. Thank you for your interest in our game and we hope you're able to get your payment issues sorted shortly. Please let the customer service person that you are currently speaking with know if there is anything more we can do to assist you at this time.Take care and have a great night.Consumer Response It was denied because you had a transaction hold for 3 days according to chase, it was all resolved on their side and when speaking with your last CSR payment went through.You guys really need to open up a live chat or atleast a phone service. Waiting from the night of 7/8/16 till 7/14/16 over a payment is insane!!! This is the reason this complaint was filed.Thanks for finally getting the issue resolved... with nothing given for my time and troubles!Final Consumer Response

Hello, I purchased a videogame called the secret world and a lifetime subscription. I can not access my account because it has been banned.Hello, I purchased a videogame called the secret world and a lifetime subscription with doing so I did not know it came with very lousy customer service and security. I am a college student at University of Phoenix so I do not play all the time on it. What makes me angry is that my account has been hacked several times I know it not on my end for I am an IT student and I know a lot about computers. Furthermore, if it was on my end all my accounts on my computer would be hacked not just a single one. I have contacted customer support and told them of my situation and was told that my account is now banned because of being hacked so many times. I told them that I never authorize my account information to be changed. That they had never took any type of procedure to make sure that I was the one changing the email or password on my account. I had also told them that that is negligence on them not on my side for I kept on getting told that I must have a virus in my computer. Please remember I'm an IT student so I do work on computers and I do know a lot about them and if I did have a virus in my computer like be stated not only this account will be hacked. I have tried and plead with them to give me back my account but so far nothing. I was told to contact their customer relations as I did and I still have not gotten any response and that was in August. All I'm asking for is my account back with the lifetime subscription with my characters for I have paid enough money my lifetime subscription plus the game. I am also requesting like I asked before that my account gets monitored like it should be and that they implant a system making sure that it's the owner changing the email and not some hacker. Furthermore, if none of this can be done I will request my money to be returned to me in what I paid for my lifetime subscription and the videogame. I am also requesting to speak to hire management and not a GM for so far I've been ignored with all my plead for help with my account so we can make sure that this doesn't happen again. I do love the game and it is killing me how customer service is acting for they cannot fix a simple thing with who is doing this or add in a simple protocol and making sure that the account holder is the one changing the account information. I can also provide emails that I have tried been in contact with them and that they did stop Communication with me.Desired SettlementAll I'm asking for is my account back with the lifetime subscription with my characters for I have paid enough money my lifetime subscription plus the game. I am also requesting like I asked before that my account gets monitored like it should be and that they implant a system making sure that it's the owner changing the email and not some hacker. Furthermore, if none of this can be done I will request my money to be returned to me in what I paid for my lifetime subscription and the videogame. I am also requesting to speak to hire management and not a GM for so far I've been ignored with all my plead for help with my account so we can make sure that this doesn't happen again. I do love the game and it is killing me how customer service is acting for they cannot fix a simple thing with who is doingBusiness Response /[redacted]/Good Evening,I apologize for the situation you have found yourself in. I cannot find your account at this time, because your name nor your email address match anything in our system currently.That being said, I wanted you to know that account security is your responsibility. I understand you work in IT, and I can sympathize with your opinion however our system has not been breached. Did you share your account with anyone else? This is how accounts get "hacked." Or did you buy your account from a 3rd party? That is another common way. If it keeps happening multiple times, we close your account due to the fraud risk involved. Depending on how long ago you made your purchases, it may not be possible to issue any refunds. Any purchases over 90 days old cannot be refunded. Kindly contact us again and ask for the fraud department and include your account name. Then we can look into this matter further for you.Thank you for your patience and understanding.Consumer Response /[redacted]/Here is the documentation that states they had a breach in security on their side. I never received an email all they did was put this on the forms. Their securities are very lacking so anyone can grab anyone's information and hack their account. The protocol when someone changes an email address on account is to send an email to the original email address making sure it's the original owner changing it. That way is not a hacker neither any of these protocols were done. I hope the documentation I just send you helps a bit because it just states that they did mess up on their end. Now I did not receive an email at all about this was just posted up on the forms. By the way, I'm sorry have not got this to you earlier is just taking four classes by the time I get home I'm tired out. You have multiple complaints just in this year and occluding minds with accounts being hacked.Final Consumer Response /[redacted]/(The consumer indicated he/she DID NOT accept the response from the business.)Just got an email from you GM name [redacted] in Customer Service Representative and told me that Greetings, Thank you for contacting Funcom Customer Support. Unfortunately, the account in question is not eligible for re-opening, as you have been informed in the past. Thank you, and please have a nice day. Regards,Therefore, even though I showed evidence that it was on your side at the time that my account got hacked you won't take responsibility. This is what I am talking about that why I ask to speak to upper management. You admit at the time as well with the picture and URL I sent in that there was a security breach, but you do not send out emails out letting customers know to change passwords or information all you did was posted up on the forms. I am a college student I do not have time to monitor the forms. If I cannot get the account back then I would like a refund because the security issue wasn't on my end. Final Business Response /[redacted]/Good Morning,No problem on the delay of response however you have not emailed us and asked to speak with the fraud department. I cannot help you unless you contact us and ask for the fraud department.Again, we can't help you resolve this until you contact us because the information you have here, is not found in our system.Thanks.

This company appears to engage in fraudulent practices. I went to thelongestjourney.com to purchase this game for download. Clicking the banner for the game download took me to another website: https://register.ageofconan.com/signup/ctrl/register/us/tlj/THELONGESTJOURNEY-NE...⇄ completed the registration form and provided my credit card information and submitted it. Immediately I felt a sense of alarm because I was taken to what appeared to be a very low budget shell of a webpage where most of the links did not work. I was NOT provided with a link to download the game. I did NOT receive an email confirmation of my purchase or with a link to download the game. I have checked and double checked all of my email folders including Spam and Junk mail and there is nothing.I checked my bank account and saw that the money was charged to my account instantly. I finally was able to get through to my "account" page which confirmed that I paid $9.99 for the game. However, once again there was no link on the page and actually there was nothing that I could click on to access the game. Here is the payment details as shown on my account page: Status Approved Timestamp 2016-04-09 06:25:55 Currency USD Total Amount 9.99 Reference XXXXXXXXX This company literally just stole $9.99 from me because they did not provide me with the product that I was supposed to have purchased. This is extremely alarming to me that an internet company could operate this way. When making any purchase online it is unheard of to not receive an instant email confirmation. I received no such confirmation of either my registration OR the purchase I made.Desired SettlementImmediate refund of $9.99.Business Response Good Morning,I can certainly refund you but I wanted to let you know that the link to download the game is indeed on your account page. It's midway down the page and says "THE LONGEST JOURNEY DOWNLOAD." Use this link below and just type without the brackets. This link will take you directly to the download page:https://register.ageofconan.com/account/subscription/ctrl/tlj/Did you want to look one more time before I refund you?My apologies you are having trouble finding this link.Just let me know how you would like to proceed.Thanks!

Si funcom GMs can cheat hack and steal from other players and when you complain and say abusive things they just simply ban you/. They say its in the TOS eula rules of conduct but I read the whole thing and its not. They just do what ever they want. I recomend that this game is shut down.","neg-1

Playing a game by punishing players by awarding them 1 hour lockout time every time they fail the Main Story quest for expansion The Fall of Tokyo. Problem Date, Purchase Date soon as I bought it 2015-04-10 21:49:25 Reference# XXXXXXXXX Total Amount 29.99 usd No Sales Rep online order from website http://www.thesecretworld.com/Desired SettlementA refund of 29.99 usd or fix the issue by allowing people to play there game they bought especially when it is the Main Story.Business Response /[redacted]/I apologize for your frustration, however I'm unsure of what you'd like us to do for you.Playing the game can be challenging. Have you tried asking other players for tips on how to progress though this encounter?If we refund the purchase of your Fall of Tokyo expansion pack, that means I am forced to permanently close your account. The reason for this is that you've already been accessing the content that this pack gave you and playing the game utilizing upgrades from this pack.Please let me know how you wish to proceed. Consumer Response /[redacted]/Are you kidding me not sure what you want me for you to do it says right in the description take the 1 hour lockout so I can play the game stop blocking people from playing the game and punishing them for failing I should be able to try as many times as I want plus it stuck on normal can't pick novice reinstalled and its still doing the same thing and asked a GM To help did exactly what he said to repair the game does not work that's why I reinstalled. What good is that to ask another player for tips when you guys are blocking me from playing by locking me out.Either fix this 1 hour nonsense give me a token tobuy The Council's Seal so I don't have to deal with this stress nonsense by coming back every hour to play the game so I can play Tokyo expansion and try the new world which I paid for or give me a refund. You shouldn't be blocking people out for doing a Story Mission. Good thing this game is not subscription based because this is ridiculous paying for a game the gives you 1 hour lockout timer each time you fail a mission. Never played an MMO that blocks you out of doing THE MAIN STORY.Final Business Response /[redacted]/Thank you for your continued feedback. I will be happy to submit your ideas and thoughts to our Feedback team.Per your request, I have refunded the purchase of your Tokyo expansion pack. Because of this, as previously explained, your account has now been closed.Again, thank you for your thoughts. Take care.Final Consumer Response /[redacted]/Thanks for your help they gave me a refund for the expansion pack and closed my account for the original game as well, but was hoping they would do the honourable thing and fixed the game so people can play and get rid of the lockout timer for an hour for failed missions. Apparently they don't care about players because they would have read what I wrote now I lost money for the original game which was $59.99 because of their deceiving marketing practices. Now I just find out the game is selling on steam 11.21 Canadian for the original and the The Fall of Tokyo expansion for half price 16.49 Canadian. Now I see the company's who they really are. I gave them a chance instead of fixing the problem they just give me a refund of the expansion and close the account.

we were made to pay for this game and now they are shutting it down. Funcom came out the Lego minifigures online game. This game used to be free to play. Last year sometime we were given notice that the game was going to have to be paid for to continue using it. I thus paid for it so my kids can continue playing it. Now the company has posted on the game and site that will be shut down and we will no longer have access to it as of September 30. I feel they should issue refunds for the game. It is not fair or right that they made a free game a pay t play and then turn around and close it down.Desired SettlementSince the company no longer wishes to host the game and is shutting down access I would like a refund for the purchase of the game.Business Response Our apologies. I've looked up your information and I cannot find any payments made from you to our company. Did you purchase the game through us or though another retailer? If you did not make a purchase through us, I have no way of refunding you any funds.Consumer Response Please see the attached email as proof of payment. Final Business Response Customer was refunded this morning via PayPal. She should be able to confirm.Have a great summer!Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)With email communication from FunCom they have refunded the purchase through PayPal as we agreed.

Si funcom GMs can cheat hack and steal from other players and when you complain and say abusive things they just simply ban you/. They say its in the TOS eula rules of conduct but I read the whole thing and its not. They just do what ever they want. I recomend that this game is shut down.

Fraudulent money siphoning systemThe game is free to play but for those who pay get full access to game which is absolutely not true, after payibng 15$ a month subscription, you find out later in game that you need to buy certain items in their funcom coin system I ended up spending nearly 500$ just to play the game for a month, now for their supposed anniversary the came out with a new world content , and everyone including the paying customers and the free players have to pay 15$ just to access the new content, ON TOP of the monthly charge...I demand a full refund to account name 2012[redacted] in Age of Conan.Desired Settlementfull refund and permanent deletion of my account with funcomBusiness Response /[redacted]/Hello!I'm sorry you feel that you've had a negative experience with our game. You were in no way obligated in making those purchases but you did so and then you used the items that you bought. Furthermore I believe the issue you are currently having is due to your recent account suspension due to profane harassment of a certain group of people. Then you took it upon yourself to harass the customer support staff quote " I don't give a rats [redacted]" "you have zero rights " " I paid 500 dollars this month so you go ahead and ban me. your loss." I am in control not you [redacted] I pay."If you would kindly note, that when you signed up for our services, you agreed to abide by our rules and terms. Since you repeatedly violated those terms by being abusive to the other players and then were abusive to the customer support person your account was suspended for a period of 24 hours. My sincerest apologies we are not obligated to refund you in this instance as we did not mistakenly auto bill you or anything like that. You made a conscious choice in your purchase decisions and then used the items from those purchases. Please let me know if you have any questions or concerns and I will gladly assist you as much as possible.Consumer Response /[redacted]/Im starting a class action suit along with 25 other subscribers, we will settle this in court. They are using manipulative tactics to try and change the fact, another thing, their rules and regulations are constantly violated by their very own employees and it also infinges on my constitutional right to express myself in the way I want to, if they act like is I will tell them they are is as I will do in court. it will cost them more than what they should refund me, another perfect example of how they do their business. We tried the arbitrary system now Im going to use my court system.Final Business Response /[redacted]/Per your request, all your accounts are now closed. Payments made within the past 90 days have been refunded to you, except for the 1 month subscription valued at $14.99 on the [redacted] account. You actively used our services from 4-25-2015 though 5-22-2015. This is why that particular payment is not eligible for refund.However, the subscription payment on the [redacted] account was refunded as a courtesy because you only logged on briefly.Lastly your information has been forwarded to our legal department. I hope this information has been helpful.Take care.Final Consumer Response /[redacted]/(The consumer indicated he/she ACCEPTED the response from the business.)refund accepted.

Funcom on various times had to get help from customer support were there to help resolve Gaming issues at hand sometimes game won't work they would listen & correct problem at hand. Take under consideration that is sometime hard to keep up with customer demand they do A++ job in taking care of us. On Billing sometimes payment won't go thru but with there help is fix under and hour.","pos-1