FunPlus

Dear Player, I understand your frustration regarding this issueIt's our job to maintain fair game play for all players and we will certainly help check your game account for you and get to the bottom of what's happened here Please contact our Help & Support team directly via [redacted] with as many of the following details of your game account as possible: Player name & Kingdom numberScreenshot of any purchase receipts for that playing accountStronghold LevelDragon NameThe last time the playing account was logged intoThe amount of Gold on that playing accountThe picture which was used as the avatar for that playing account (if any)Language your game was played in Once we've received your message with the relevant details, we will handle your issue for youPlease be assured we'll do our utmost to help, and apologies for any inconvenience caused [redacted] ***You can also visit our official Facebook fan page to find more game-related info and win great prizes: [redacted]

Initial Business Response / [redacted] (1000, 10, 2015/02/04) */ Here is the final communication with the complainantI am also attaching all communication in a word document as well FunPlus Support Delivered 2015-01-10:42: Howdy, Thank you for your prompt replyThe device that you are currently playing with farm id [redacted] , we have now transferred FBBASAL to that deviceCan you please log in anoud check if you received your old farm to that device? If the problem still occurs please let me know and we will do our best to keep investigate this issue Kind regards [redacted] Re: Help loss game 2015-01-14:00: Thank you soooo very much my farm is back! I appreciate all you did for meThanks a bunch I'm very happy now that I got my farm back! Sent from my iPad On Jan 6, 2015, at 9:PM, FunPlus Support wrote: > Howdy, > > Thank you for your prompt replyThe device that you are currently playing with farm id [redacted] , we have now transferred FBBASAL to that deviceCan you please log in and check if you received your old farm to that device? > > If the problem still occurs please let me know and we will do our best to keep investigate this issue > > Kind regards > [redacted]

Initial Business Response / [redacted] (1000, 9, 2014/12/09) */ For this case, we have already reported the fake personal pages to Facebook several times before, and now since we have PMs help us to report all the fake groups/fanpages to Facebook we have updated this one in the report list Also, we have already informed this player that we have taken her issue really serious and reported all the fake pages to Facebook, so we hope that all the fake pages can be blocked as soon as possible Initial Consumer Rebuttal / [redacted] (3000, 12, 2014/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Fake Page accounts in my name still on FBI understand Facebook must removeBut they are still allowed to post to Royal Story Official fan page by way of fake timelines not yet blocked as requested by this reportThis takes some invested time on the companies partFun plus is still not actively blocking scam post on their endA feature handed to them to use free by face BookSomeone must visit the fan page to maintain it on a regular scheduledDesired Resolution not met."Learn to block the ruby scammers or hire someone that can use the page's block feature Facebook offered you." Final Consumer Response / [redacted] (3000, 16, 2015/01/01) */ ***Document Attached [redacted] 12/24/Still Scammeres are using my name to harm customers and my active status on face bookStill they make fake face book accounts and post viruses to Royal story Official fan page as a ruby giftno one at Royal story is blocking the harassers than Harm me Here is a file, examples posted days ago and still up and harming your customers

Initial Business Response / [redacted] (1000, 5, 2014/11/12) */ We have tried to contact the customer and will send over the proof of resolution when we have it Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have had not one voicemail on my phone at allNo messages, no emailsHow have they tried to contact me? My phone number is XXXXXXXXXXThey can call me there and leave message with a number to return call if I don't answerThey have made no attempt to call me Final Business Response / [redacted] (1000, 13, 2014/12/04) */ Nevertheless we do offer the option to transfer a farm: In order to do that, please send us following information: 1) The new farm ID - the ID of the game you are currently playing (download it on your new device) 2) The old farm ID - the farm you were playing and would like back so you can play it again once it has been transferred If your old farm was connected to Facebook, also try to connect your new Farm ID with the same Facebook account you use for your old Farm I also need you to tell me some details about both farms, e.grecent purchases, how much RC did you have, farm name, level and anything else you can When the farm is transferred, please bind your farm with facebook, so you can transfer it by yourself! Thanks Funplus-Support Final Consumer Response / [redacted] (3000, 15, 2014/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have notified them of the new farm id and the old farm idThey have yet to transfer the farmThe new farm id (that I don't want because I am not starting all over is [redacted] .) The old farm id that I want because I have cash in there is FBEISNIThey have ignored all communication from me and won't contact me at allI still get notices every day, several times a day through facebook, but it doesn't transfer my farm back, it wants me to open a new oneThey either need to remove my facebook account so I quit getting notices and refund all of my money or they need to transfer my farm to me

We complied with what [redacted] needed, he sent two tickets to our customer support, first one was saying he couldn't teleport back to his alliance, and a couple of our customer support associates offered advice (he had to call back all his troops first before teleporting his location)Second one was saying his wall defense got to and city teleported awayThis should be a issue if he has been away from game for sometime

Initial Business Response / [redacted] (1000, 5, 2015/01/13) */ She sent us tickets in total, all of them are replied politely and detailed by US team on timetickets complained that she can not upgrade silo and barn because the drop rate of building materials is low Below are the screenshots of her tickets and our replies We are very sure about that nothing wrong with her drop date of materials in the gameShe can't upgrade buildings because of lack of materials, which is not a bug We don't think for this case we need to give any compensation for the user Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/01/14) */ Received an email pretending they did not get the info they requestedClearly they never addressed my issueThey are trying to worm their way out of this oneEven told me I never answered emails to check my spam foldersClearly the folder was checked on my endReceived nothing XXXXXXXX To Fun Plus: Your emails are not going to my spam...I think my emails are going to your spam folder or you arent looking or addressingIve sent the exact number of pieces that were missing and everything else before in the pastIve went into full detail what I was doing and how the game was acting when everything happened....Ive worked with you until I am blue in the face..With no results....Its just not glass pains you took...My straw and everything else...Just settle with me thru the Revdex.com as I asked...I will go back and rebuy the pieces....Simple as thatYou are causing my Afib and everything else act up because Ive gotten so frustratedBTW...This is some way to treat a paying customer and a loyal customerA copy of this email will be updated with the Revdex.comTy for your time

We complied with what [redacted] needed, he double purchased something and wanted to get refund on the second accidental dealOur customer service team replied telling him how to do so

Initial Business Response /* (1000, 9, 2015/08/27) */
Received business response via email on 8/27/15:
I called Ms*** yesterday to let her know we would need to restart the account but we would refund her the money requestedWhat should I submit ?
Thank you,
*** ***
PR &
Partner Manager

We complied with what Avina was asking of usThere was a misunderstanding with what we needed him to doThe issue is still being resolved but our customer service team is currently in contact with him

To whom it may concern,Thanks for the information.Currently we cannot verify the content of the complaint unless the consumer provides us with their in-game information, and then we can check in our database as well as the CS system.If the consumer wants to contact us using your service, please ask
for their in-game kingdom and lord nameThis is necessary information for us to take further actions.Or they can contact us in game via our CS system.We always aim at building a friendly and joyful in-game environment for all players and do not allow any racism to prosper within our gaming community
Thank you for your time

Please check the following screenshots taken from our CS system and GM tools.
 
We can identify the player by the email address he used to contact us. From the last reply sent by our CS team we can see the issue has been resolved though the player didn’t respond, and the ticket has been...

automatically closed seven days after the latest reply.
 
The last login time (UTC+0) shows that the player is still active. His account is in a normal status.

Initial Business Response /* (1000, 5, 2014/11/12) */
We have tried to contact the customer and will send over the proof of resolution when we have it.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I...

have had not one voicemail on my phone at all. No messages, no emails. How have they tried to contact me? My phone number is XXXXXXXXXX. They can call me there and leave message with a number to return call if I don't answer. They have made no attempt to call me.
Final Business Response /* (1000, 13, 2014/12/04) */
Nevertheless we do offer the option to transfer a farm:
In order to do that, please send us following information:
1) The new farm ID - the ID of the game you are currently playing (download it on your new device)
2) The old farm ID - the farm you were playing and would like back so you can play it again once it has been transferred.
If your old farm was connected to Facebook, also try to connect your new Farm ID with the same Facebook account you use for your old Farm.
I also need you to tell me some details about both farms, e.g. recent purchases, how much RC did you have, farm name, level and anything else you can.
When the farm is transferred, please bind your farm with facebook, so you can transfer it by yourself!
Thanks
Funplus-Support
Final Consumer Response /* (3000, 15, 2014/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have notified them of the new farm id and the old farm id. They have yet to transfer the farm. The new farm id (that I don't want because I am not starting all over is[redacted].) The old farm id that I want because I have cash in there is FBEISNI. They have ignored all communication from me and won't contact me at all. I still get notices every day, several times a day through facebook, but it doesn't transfer my farm back, it wants me to open a new one. They either need to remove my facebook account so I quit getting notices and refund all of my money or they need to transfer my farm to me

Initial Business Response /* (1000, 9, 2014/12/09) */
For this case, we have already reported the fake personal pages to Facebook several times before, and now since we have PMs help us to report all the fake groups/fanpages to Facebook we have updated this one in the report list.
Also, we have...

already informed this player that we have taken her issue really serious and reported all the fake pages to Facebook, so we hope that all the fake pages can be blocked as soon as possible.
Initial Consumer Rebuttal /* (3000, 12, 2014/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Fake Page accounts in my name still on FB. I understand Facebook must remove. But they are still allowed to post to Royal Story Official fan page by way of fake timelines not yet blocked as requested by this report. This takes some invested time on the companies part. Fun plus is still not actively blocking scam post on their end. A feature handed to them to use free by face Book. Someone must visit the fan page to maintain it on a regular scheduled. Desired Resolution not met."Learn to block the ruby scammers or hire someone that can use the page's block feature Facebook offered you."
Final Consumer Response /* (3000, 16, 2015/01/01) */
[redacted]Document Attached[redacted]
12/24/20014 Still Scammeres are using my name to harm customers and my active status on face book. Still they make fake face book accounts and post viruses to Royal story Official fan page as a ruby gift. no one at Royal story is blocking the harassers than Harm me.
Here is a file, 2 examples posted 2 days ago and still up and harming your customers.

Initial Business Response /* (1000, 5, 2015/01/13) */
She sent us 13 tickets in total, all of them are replied politely and detailed by US team on time. 9 tickets complained that she can not upgrade silo and barn because the drop rate of building materials is low.
Below are the screenshots of her...

tickets and our replies.
We are very sure about that nothing wrong with her drop date of materials in the game. She can't upgrade buildings because of lack of materials, which is not a bug.
We don't think for this case we need to give any compensation for the user.
Initial Consumer Rebuttal /* (3000, 8, 2015/01/14) */
Received an email pretending they did not get the info they requested. Clearly they never addressed my issue. They are trying to worm their way out of this one. Even told me I never answered emails to check my spam folders. Clearly the folder was checked on my end. Received nothing.
XXXXXXXX To Fun Plus: Your emails are not going to my spam...I think my emails are going to your spam folder or you arent looking or addressing. Ive sent the exact number of pieces that were missing and everything else before in the past. Ive went into full detail what I was doing and how the game was acting when everything happened....Ive worked with you until I am blue in the face..With no results....Its just not glass pains you took...My straw and everything else...Just settle with me thru the Revdex.com as I asked...I will go back and rebuy the pieces....Simple as that. You are causing my Afib and everything else act up because Ive gotten so frustrated. BTW...This is some way to treat a paying customer and a loyal customer. A copy of this email will be updated with the Revdex.com. Ty for your time.

We complied with what [redacted] needed, he double purchased something and wanted to get refund on the second accidental deal. Our customer service team replied telling him how to do so.

Dear Player,
I understand your frustration regarding this issue. It's our job to maintain fair game play for all players and we will certainly help check your game account for you and get to the bottom of what's happened here.
Please contact our Help & Support team directly via...

[redacted] with as many of the following details of your game account as possible:
1. Player name & Kingdom number2. Screenshot of any purchase receipts for that playing account3. Stronghold Level4. Dragon Name5. The last time the playing account was logged into6. The amount of Gold on that playing account7. The picture which was used as the avatar for that playing account (if any)8. Language your game was played in
Once we've received your message with the relevant details, we will handle your issue for you. Please be assured we'll do our utmost to help, and apologies for any inconvenience caused.
[redacted]You can also visit our official Facebook fan page to find more game-related info and win great prizes: [redacted]

We complied with what [redacted] needed, he sent two tickets to our customer support, first one was saying he couldn't teleport back to his alliance, and a couple of our customer support associates offered advice (he had to call back all his troops first before teleporting his location). Second one was...

saying his wall defense got to 0 and city teleported away. This should be a normal issue if he has been away from game for sometime.

We complied with what [redacted] needed. In the game King of Avalon, he was fiercely attacked while asleep and had troops lost several times. In his message, he was asking how to delete his account, and the reply by our customer service team gave the player some tips on how to avoid attacks in...

different manners.

Initial Business Response /* (1000, 10, 2015/02/04) */
Here is the final communication with the complainant. I am also attaching all communication in a word document as well.
FunPlus Support
Delivered
2015-01-07 10:42:02
Howdy,
Thank you for your prompt reply. The device that you are...

currently playing with farm id [redacted], we have now transferred FBBASAL to that device. Can you please log in anoud check if you received your old farm to that device?
If the problem still occurs please let me know and we will do our best to keep investigate this issue.
Kind regards
[redacted]
Re: Help loss game
2015-01-07 14:00:14
Thank you soooo very much my farm is back! I appreciate all you did for me. Thanks a bunch I'm very happy now that I got my farm back!
Sent from my iPad
On Jan 6, 2015, at 9:45 PM, FunPlus Support wrote:
> Howdy,
>
> Thank you for your prompt reply. The device that you are currently playing with farm id [redacted], we have now transferred FBBASAL to that device. Can you please log in and check if you received your old farm to that device?
>
> If the problem still occurs please let me know and we will do our best to keep investigate this issue.
>
> Kind regards
> [redacted]

Initial Business Response /* (1000, 11, 2015/08/06) */
Received business response via email on 8/6/15:
We have been communicating to [redacted] through our customer support system Helpshift.
Last message was sent on the 28th from us and we haven't received any response yet.
I checked game name...

that player mentioned "Duke of War" in the tool of the game, last login was registered yesterday. I suppose player's issue was solved. Will keep an eye on this!
Initial Consumer Rebuttal /* (3000, 13, 2015/08/10) */
Yes they resolved the connection issue but it took over a month and purchased items expired and they never refunded. I deleted the game but would like to be reimbursed for the purchases