Glu takes all Revdex.com maters seriously and will respond as soon as we've followed up with our Customer Service team to determine the status of this matter.
Dear Ms. [redacted],
Thank you so much for sending us the information. We were able to find your account information under your Glu ID. We have looked into your issues. In order to resolve this matter as efficiently as possible, we ask that the customer continue to work with our Customer Care Team directly by continuing to respond to the existing conversation with Glu’s Customer Care Team. I have discussed the issue with our Customer Care Team and they will be in touch shortly.
Initial Business Response /* (1000, 15, 2015/11/18) */
This player subscribed for a monthly subscription in our DH2014 game worth $19.99per month. Glu Mobile Inc. is a publicly traded gaming company. We are not in the business of stealing credit card information and charging customers without...
consent. If an individual entered Ms. [redacted]'s information to make purchases with us without her consent, then perhaps she should consider contacting her bank to report stolden credit card information.
Glu Mobile takes all complaints submitted to the Revdex.com seriously. I have reached out to our Customer Care Team to inquire about the complaint submitted by[redacted] I will respond in more detail as soon as I have more information about this player's account and what, if...
anything, our Customer Care Team has done to address the situation.
Dear[redacted]
Thank you again for reaching out to us. As stated in our earlier response, Tapjoy is a third party vendor that Glu uses in its game. When a user completed a Tapjoy offer, Tapjoy verifies the offer/completion and then notifies us to send the virtual rewards to the user. In this instances, we have not received any word from Tapjoy that you have completed the offer. Please reach out to Tapjoy and resolve this issue.
Best,
Glu Mobile Inc.
Dear Mr. [redacted]
We have been researching your issue with our development team and we still cannot find the 2 for 1 sale.
Our records did show that you spent $39.99 for a 5 star draft pick pack on July 10th. However, that deal was only for a single five star player. We are sorry that you have misunderstood the deal and did not receive what you expected.
We understand that this has been a frustrating process and we thank you for your patience while we researched your issue. Even though we could not find the 2 for 1 sale in our system, our development team has decided to give you a single 5 star player draft pack for all the troubles that you have gone through.
Please let us know if you have any questions.
Best,
Glu Mobile Inc.
Dear [redacted]
We've now responded to your ticket via our support system and also, resolved the purchase issue you had.
Thank you for being patient.
Regards,
Glu Mobile Inc.
[redacted]I am rejecting this response because: they are not saying anything and haven't offered a solution. they reached out to me through the game app and suggested I contact a third party who handles their offes, [redacted]. I did and they have also neglected to respond Sincerely,[redacted]
Complaint:[redacted]I am rejecting this response because: I found this reply from Tapjoy about my stars that they said were given back on the 11th. I should have double the 168 stars due to the offer at the time. These people are lying about their service! THEY SHOULD NOT HAVE AN A- RATING!!!Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2016/01/07) */
- this user claims that his account was hacked and unauthorized charges were made, however, an account cannot simply be hacked without the user's login credentials, so either the end user's login credentials or credit card information were...
stolen by a third party. For unauthorized charges, this player should contact his or her credit card company to report stolen information and request a refund. In addition, the player should change all his online passwords [redacted] reduce risks of stolen credit card information (such as not save or share such information on mobile devices) in order to prevent this from occurring again in the future
Initial Consumer Rebuttal /* (3000, 7, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This has nothing to do with a credit card company or any financial institution.I used to play this on pc up until a year ago and the game developer notified me that the game would no longer be eligible for pc play you had to play by mobile device.they also said in oder to keep your be game and the items you purchased you had to save your game to facebook.they also stated our games would be safe and could log in and out out of the game thru face book.I was notified Jan 1st by facebook that someone from Indonesia had hacked into face book and hijacked my game.I notified the game company immediately and requested that they help me with the hacker and try to save my acct account on the game and there reply was sorry we can't help you. I have proof of everything that took place I took screen shots of there responses.if a high profile game company such as glu doesn't have control of there game and the people playing it why should they be allowed to play it.I have friends on the game that has been hacked in the past and there accts compromised and glu returned there accts with no questions,so something else is going on here.I have spent a lot of money on this game and simply to just lose it to a hacker would be an embarrassment on the game company if they are saying the hackers are smarter than they are.now I've been playing this game for three years I have a lot of messages that has came from glu talking about there game being hacked and all the security breaches that has been made.they also talk about changes they have been making to try and stop this activity. I have given my information to no one and if I need to prove this I have statements from Facebook and Google play to back up my claim.please let me know if documents need to be sent,I'll get them to you,thanks
Glu takes all complaints to the Revdex.com seriously. We are currently working with our Customer Service team to determine the history regarding this matter and will respond to you shortly. Thank you.
Dear [redacted]
Thank you so much for reaching out to us. We understand your frustration with the amount of time it took for our support services to get back to you. We generally respond to support tickets within 48-72 hours. However, due to the recent release of...
new game and updates, we are experiencing a higher volume of tickets than usual, and our team is working their hardest to address each ticket as soon as possible. We have forwarded your feedback to the management team and we will strive to continue improve our process to meet your expectations.
According to our Customer Service team, this issue has been resolved and the complainant should have the ability to play tournaments again. We, therefore, consider this matter resolved.
Initial Business Response /* (1000, 8, 2016/01/28) */
I reviewed this matter personally with the customer care team and there were no records of this user providing receipts of any sort to substantiate his claim that he has made certain purchases. If he provides the facebook receipts, we will be...
able to restore him on all his purchases.
Initial Consumer Rebuttal /* (3000, 10, 2016/01/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is not accurate - not only were the receipts sent to Glu Mobile,as they requested, they were also included with the complaint filed with Revdex.com. I have saved the e-mails in question and would be happy to forward them to Glu again. They will need to provide a valid and working e-mail address - to a person directly at Glu.
However, it appers Glu did not bother to read the complaint filed with Revdex.com. Allow me to clarify the request was not for them to restore a game that they have already confirmed does not work correctly, the request was for a refund. I will accept nothing less, and have provided an alternate solution to a cash refund by willing to accept Facebook credits.
The response, in conjunction with Glu's refusal to view the receipts accompanying the complaint, make this response unacceptable.
Final Business Response /* (4000, 12, 2016/02/04) */
It is a company policy that all tickets must be filed within the game system so that our customer care team can track and ascertain the issue. The team has received the receipts attached via Revdex.com and will provide a response soon.
Final Consumer Response /* (2000, 14, 2016/02/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Glu Mobile did not provide Facebook credits as requested, however, their resolution is fair and they did attempt to make good on the situation. The codes they provided appear to work, so the resolution is accepted.
Complaint: [redacted]I am rejecting this response because:
my email address and name is valid I don't understand why I'm being told it's not. My name is [redacted]. My email is[redacted]
Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:TThis is not my fault he said 1 thing then changed his mind, I believe Xernan did this on purpose, I was already upset, he added to the issue, it sad you all have let this get to this point, just refund my money, I have deleted your game, all over the way your company has treated me I have been with you for 4 years, and a few times your company has done the right thing but most of the time it does not, you are so rude just like the last statement you made to me it is rude and offensive, it's not that you care, you allow cheats in your game, and if we take a risk your simple answer is to bad your wrong, with no evidence... but to that you can give me the cars I have requested or refund all the money I have spent in your free game...
Please remember that this customer has shared this game with people in other countries free advertising for 4 years,friends who do spend more money than me on this game. 4 years of dealing with these issues, and only getting the same reply, it's wrong. Your rep did this on purpose in my opinion so do the right thing, give me the cars or refund my money.
Sincerely,[redacted]
Dear **. [redacted],
Thank you so much for reach out to us. In order for us to further help you with your issue, we need to find your in-game account. We were unable to find an account that is associated with your name or your email. Can you please provide us with the email you...
used to signed up for the Nicki Minaj game?
Best,
Glu Mobile Inc.
Initial Business Response /* (1000, 10, 2016/01/05) */
Glu restored the player's currency, however, the player claims that the account was not restored at all; so Glu will attempt another restore
Initial Consumer Rebuttal /* (3000, 12, 2016/01/06) */
(The consumer indicated he/she DID NOT...
accept the response from the business.)
I received a response from Glu on December 21st and some parts of the game were added back but nothing was restored to the level I was at through money that I spent. I have sent 4 messages to the company since December 23rd with no response. My messages asked for specific additions that I had before the game reset.
Final Business Response /* (4000, 15, 2016/01/11) */
We stand by our original response.
Complaint: [redacted]I am rejecting this response because:As you can clearly see from the screenshots of the Google receipts that I have provided, I purchased the resources in question that the company said I should not have obtained. I bought these resources through their in-app offers over a period of time throughout my gaming experience over the course of a 4-5 month period. As I said, they also offer opportunities to gain more of these resources through offers that are completely free to the user just by playing the game itself and completing achievements in the game. I am by no means a cheater. Just a game enthusiast who played the game and bought these purchases and was cut off suddenly.
Sincerely,[redacted]
Glu takes all Revdex.com maters seriously and will respond as soon as we've followed up with our Customer Service team to determine the status of this matter.
Dear Ms. [redacted],
Thank you so much for sending us the information. We were able to find your account information under your Glu ID. We have looked into your issues. In order to resolve this matter as efficiently as possible, we ask that the customer continue to work with our Customer Care Team directly by continuing to respond to the existing conversation with Glu’s Customer Care Team. I have discussed the issue with our Customer Care Team and they will be in touch shortly.
Initial Business Response /* (1000, 15, 2015/11/18) */
This player subscribed for a monthly subscription in our DH2014 game worth $19.99per month. Glu Mobile Inc. is a publicly traded gaming company. We are not in the business of stealing credit card information and charging customers without...
consent. If an individual entered Ms. [redacted]'s information to make purchases with us without her consent, then perhaps she should consider contacting her bank to report stolden credit card information.
Glu Mobile takes all complaints submitted to the Revdex.com seriously. I have reached out to our Customer Care Team to inquire about the complaint submitted by[redacted] I will respond in more detail as soon as I have more information about this player's account and what, if...
anything, our Customer Care Team has done to address the situation.
Dear[redacted]
Thank you again for reaching out to us. As stated in our earlier response, Tapjoy is a third party vendor that Glu uses in its game. When a user completed a Tapjoy offer, Tapjoy verifies the offer/completion and then notifies us to send the virtual rewards to the user. In this instances, we have not received any word from Tapjoy that you have completed the offer. Please reach out to Tapjoy and resolve this issue.
Best,
Glu Mobile Inc.
Dear Mr. [redacted]
We have been researching your issue with our development team and we still cannot find the 2 for 1 sale.
Our records did show that you spent $39.99 for a 5 star draft pick pack on July 10th. However, that deal was only for a single five star player. We are sorry that you have misunderstood the deal and did not receive what you expected.
We understand that this has been a frustrating process and we thank you for your patience while we researched your issue. Even though we could not find the 2 for 1 sale in our system, our development team has decided to give you a single 5 star player draft pack for all the troubles that you have gone through.
Please let us know if you have any questions.
Best,
Glu Mobile Inc.
Dear [redacted]
We've now responded to your ticket via our support system and also, resolved the purchase issue you had.
Thank you for being patient.
Regards,
Glu Mobile Inc.
Complaint:...
[redacted]I am rejecting this response because: they are not saying anything and haven't offered a solution. they reached out to me through the game app and suggested I contact a third party who handles their offes, [redacted]. I did and they have also neglected to respond Sincerely,[redacted]
Complaint:[redacted]I am rejecting this response because: I found this reply from Tapjoy about my stars that they said were given back on the 11th. I should have double the 168 stars due to the offer at the time. These people are lying about their service! THEY SHOULD NOT HAVE AN A- RATING!!!Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2016/01/07) */
- this user claims that his account was hacked and unauthorized charges were made, however, an account cannot simply be hacked without the user's login credentials, so either the end user's login credentials or credit card information were...
stolen by a third party. For unauthorized charges, this player should contact his or her credit card company to report stolen information and request a refund. In addition, the player should change all his online passwords [redacted] reduce risks of stolen credit card information (such as not save or share such information on mobile devices) in order to prevent this from occurring again in the future
Initial Consumer Rebuttal /* (3000, 7, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This has nothing to do with a credit card company or any financial institution.I used to play this on pc up until a year ago and the game developer notified me that the game would no longer be eligible for pc play you had to play by mobile device.they also said in oder to keep your be game and the items you purchased you had to save your game to facebook.they also stated our games would be safe and could log in and out out of the game thru face book.I was notified Jan 1st by facebook that someone from Indonesia had hacked into face book and hijacked my game.I notified the game company immediately and requested that they help me with the hacker and try to save my acct account on the game and there reply was sorry we can't help you. I have proof of everything that took place I took screen shots of there responses.if a high profile game company such as glu doesn't have control of there game and the people playing it why should they be allowed to play it.I have friends on the game that has been hacked in the past and there accts compromised and glu returned there accts with no questions,so something else is going on here.I have spent a lot of money on this game and simply to just lose it to a hacker would be an embarrassment on the game company if they are saying the hackers are smarter than they are.now I've been playing this game for three years I have a lot of messages that has came from glu talking about there game being hacked and all the security breaches that has been made.they also talk about changes they have been making to try and stop this activity. I have given my information to no one and if I need to prove this I have statements from Facebook and Google play to back up my claim.please let me know if documents need to be sent,I'll get them to you,thanks
Initial Business Response /* (1000, 17, 2016/02/01) */
This matter was resolved in game.
Initial Consumer Rebuttal /* (2000, 19, 2016/02/08) */
Glu takes all complaints to the Revdex.com seriously. We are currently working with our Customer Service team to determine the history regarding this matter and will respond to you shortly. Thank you.
Dear [redacted]
Thank you so much for reaching out to us. We understand your frustration with the amount of time it took for our support services to get back to you. We generally respond to support tickets within 48-72 hours. However, due to the recent release of...
new game and updates, we are experiencing a higher volume of tickets than usual, and our team is working their hardest to address each ticket as soon as possible. We have forwarded your feedback to the management team and we will strive to continue improve our process to meet your expectations.
According to our Customer Service team, this issue has been resolved and the complainant should have the ability to play tournaments again. We, therefore, consider this matter resolved.
Initial Business Response /* (1000, 8, 2016/01/28) */
I reviewed this matter personally with the customer care team and there were no records of this user providing receipts of any sort to substantiate his claim that he has made certain purchases. If he provides the facebook receipts, we will be...
able to restore him on all his purchases.
Initial Consumer Rebuttal /* (3000, 10, 2016/01/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is not accurate - not only were the receipts sent to Glu Mobile,as they requested, they were also included with the complaint filed with Revdex.com. I have saved the e-mails in question and would be happy to forward them to Glu again. They will need to provide a valid and working e-mail address - to a person directly at Glu.
However, it appers Glu did not bother to read the complaint filed with Revdex.com. Allow me to clarify the request was not for them to restore a game that they have already confirmed does not work correctly, the request was for a refund. I will accept nothing less, and have provided an alternate solution to a cash refund by willing to accept Facebook credits.
The response, in conjunction with Glu's refusal to view the receipts accompanying the complaint, make this response unacceptable.
Final Business Response /* (4000, 12, 2016/02/04) */
It is a company policy that all tickets must be filed within the game system so that our customer care team can track and ascertain the issue. The team has received the receipts attached via Revdex.com and will provide a response soon.
Final Consumer Response /* (2000, 14, 2016/02/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Glu Mobile did not provide Facebook credits as requested, however, their resolution is fair and they did attempt to make good on the situation. The codes they provided appear to work, so the resolution is accepted.
Complaint: [redacted]I am rejecting this response because:
my email address and name is valid I don't understand why I'm being told it's not. My name is [redacted]. My email is[redacted]
Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:TThis is not my fault he said 1 thing then changed his mind, I believe Xernan did this on purpose, I was already upset, he added to the issue, it sad you all have let this get to this point, just refund my money, I have deleted your game, all over the way your company has treated me I have been with you for 4 years, and a few times your company has done the right thing but most of the time it does not, you are so rude just like the last statement you made to me it is rude and offensive, it's not that you care, you allow cheats in your game, and if we take a risk your simple answer is to bad your wrong, with no evidence... but to that you can give me the cars I have requested or refund all the money I have spent in your free game...
Please remember that this customer has shared this game with people in other countries free advertising for 4 years,friends who do spend more money than me on this game. 4 years of dealing with these issues, and only getting the same reply, it's wrong. Your rep did this on purpose in my opinion so do the right thing, give me the cars or refund my money.
Sincerely,[redacted]
Dear **. [redacted],
Thank you so much for reach out to us. In order for us to further help you with your issue, we need to find your in-game account. We were unable to find an account that is associated with your name or your email. Can you please provide us with the email you...
used to signed up for the Nicki Minaj game?
Best,
Glu Mobile Inc.
Initial Business Response /* (1000, 10, 2016/01/05) */
Glu restored the player's currency, however, the player claims that the account was not restored at all; so Glu will attempt another restore
Initial Consumer Rebuttal /* (3000, 12, 2016/01/06) */
(The consumer indicated he/she DID NOT...
accept the response from the business.)
I received a response from Glu on December 21st and some parts of the game were added back but nothing was restored to the level I was at through money that I spent. I have sent 4 messages to the company since December 23rd with no response. My messages asked for specific additions that I had before the game reset.
Final Business Response /* (4000, 15, 2016/01/11) */
We stand by our original response.
Complaint: [redacted]I am rejecting this response because:As you can clearly see from the screenshots of the Google receipts that I have provided, I purchased the resources in question that the company said I should not have obtained. I bought these resources through their in-app offers over a period of time throughout my gaming experience over the course of a 4-5 month period. As I said, they also offer opportunities to gain more of these resources through offers that are completely free to the user just by playing the game itself and completing achievements in the game. I am by no means a cheater. Just a game enthusiast who played the game and bought these purchases and was cut off suddenly.
Sincerely,[redacted]