Gree International Inc

Thank you for the follow up message.  We located the player's other three tickets which were similarly placed on hold as it they were interpreted as being about the same issue as [redacted].  As per our logs on the player's account, no other items have been removed other than the ones that were requested on 8/25.  We have answered this on Ticket [redacted] with the following message:
"I apologize for any inconvenience caused and delay in response to your mail. We didn't removed any items other than the ones which you have requested in the Ticket [redacted]. Regarding your loss of stats issue, this ticket has been place on hold and we'll inform you through the Ticket [redacted] once we get an update."
If the player has any additional questions on the same matter, we'd like to ask them to add any additional information onto ticket [redacted].  If there is a new issue that they'd like us to look into, we'd like to kindly ask that they send in a new ticket through their in game "contact support" button. Thank you.

Initial Business Response /* (1000, 5, 2015/06/02) */
Thank you for your patience while we investigated this issue further.
We were unable to find any previous reference in our customer service database of an account registered under the email address ([redacted]@me.com) or the name [redacted]...

[redacted]. Additionally, our search yielded no results for the players names "GFY-[redacted]" or [redacted]
If a ticket was submitted to us, under another email address, we will require that information to proceed and assist further.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sorry, my mistake, the player names are UKDF-[redacted] (w32) and [redacted] (w36). The account might be visible with my other email address [redacted]@talktalk.net.
Final Business Response /* (4000, 9, 2015/06/08) */
We are still unable to locate any account, based on the information provided. If you could please attach to this complaint, a screenshot of your the current information showing on your device (Menu / Profile). You may also submit a ticket in-game, which will contain this information (Menu --> Profile --> Settings --> Help/Contact Us --> Contact Support --> type message --> SEND). Once we have this information, we will be able to assist further. We apologize for the continued inconvenience.

Initial Business Response /* (1000, 5, 2015/08/11) */
Thank you for this report. We are currently reviewing this claim, and will reply with an update within 72 hours.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the...

business.)
But I am willing to wait for their response on this matter.
Final Business Response /* (4000, 14, 2015/10/06) */
Thank you for the additional information. Upon researching the invite code provided by the player, it was found that no purchases were done previous to this case opening. As this does not coincide with the player's reported issue, it seems to indicate that the invite code provided may be incorrect.
In order to further assist, we require the player to write in through the in game contact support button which can be reached through Menu > Options>FAQ>Support. At this time we do not yet received an in game ticket from the player.

A ticket received through this method guarantees that the correct game account is looked up in order to assist and that the player is the rightful owner of the account. Once we receive a ticket in our systems from the player's game account we will be able, and glad, to proceed further.
Final Consumer Response /* (4200, 16, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It takes so long for Gree to even respond to any complaint that is done through their in game support tab that when life happens things always change. In this case I have had to replace my cell phone and even though the account has been binded, I was unable to recover it again not just once but twice. Thanks to the great spectacular customer services, and support team that they have I was never able to obtain anything again. Fortunately for me I have all my google receipts for every transaction.....so if Gree wants to see I can always email them

Initial Business Response /* (1000, 5, 2015/11/10) */
Thank you for the report. Our records show that we received a ticket from the customer on 11/05/2015. A response to the player was given on 11/09/2015 as follows:
"Thank you for contacting War of Nations support and sorry for the delayed...

response.
Our apologies for any inconvenience you have experienced. We have further addressed and resolved the issue concerning players unable to declare war or get matched during this WD event. We apologize that some players were unable to declare war.
We understand that for some time you could not declare war so we are compensating for the time loss by crediting you 10 3-Hour speedups."
This is the only recent ticket that we have received from the player and no other tickets have been sent since the one above. If the player is experiencing another issue or has any questions regarding this particular issue we would like to kindly ask that the player send in a new ticket through their in game contact support button so that we can continue to assist.

Complaint: [redacted]I am partially rejecting this response because:
I accept the payment of the gems for raid energy.  I've submitted a case with Tapjoy and have attempted to contact them multiple times with no response.  Since Gree are the ones paying for this service and access to the service is via their game, I've requested that Gree contact Tapjoy on my behalf to get them to respond to my request.
I'd like Gree to take that step and provide me with the responses from Tapjoy.  Once they do so, I'll accept this complaint as being resolved.
Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that I won't get any further with them since they apparently don't care much about their customers getting rooked out of rightly earned items from their business partner.Sincerely, [redacted]

Thank you for hte report.  We were able to locate the player's recent ticket ([redacted]) in our systems.  Upon further investigation we found that this was a case of the player wanting to transfer their account onto the device which had the purchase amounts stored.  As of 8/23, this...

action has been done with the following message:
"Your account has been transferred to your new device. Please force close and then launch the game on this device and let me know if your original account does not load correctly."
At around 12:00 PM 8/23, the player replied with "It worked" which leads us to believe that this issue has now been resolved.  If the player has any additional questions or concerns, we'd like to kindly ask that they let us know via the in game "contact support" button so we can continue to assist.  Thank you.

Initial Business Response /* (1000, 5, 2015/08/10) */
Thank you for this report. We are currently reviewing this claim, and will reply with an update within 72 hours.
Initial Consumer Rebuttal /* (3000, 10, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the...

business.)
Their App is severely flawed and they've stopped supporting this game for a long while. It's filled with free players and hackers who took advantage of this game. I, however has always been a big spender (over $3,000 spent) and an honest player who was surprisingly treated like an unwanted customer. Their action was not justifiable and I have been deeply insulted as a result. I have absolutely zero interest in playing this game anymore and I still would like a full refund. Thanks
Final Business Response /* (4000, 12, 2015/08/26) */
Update: 8/26/15 (Final)
Our engineers have confirmed that the account was pardoned on August 11th. The player has continued to play the game each day since that pardon, including today.
It has been noted however, that this account is continuing to receive more Epic Units than should be allowed.
We are unable to issue any form of refund or credit.
Final Consumer Response /* (4200, 14, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their excuse is unacceptable. Gree has been using a lottery system in their game which is illegal in this country. As a result, they are the house and every player become a gambler with extremely low chance to win without knowing it. This illegal implementation needs to be closely looked at and reported. If their excuse is that I am still playing the game, I will stop playing this game NOW. They have stopped supporting this game and it is absolutely unworthy of playing. Thanks

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/12/01) */
Thank you for your report. We were able to find the player's ticket which is currently being handled by an agent in ticket XXXXXXX where a communication regarding troubleshooting is taking place in effort to determine what the cause of the...

issue is and if the issue is stemming from a GREE side or a Google Play system side.
The investigation is ongoing and information is still being collected in order to pinpoint the issue.
Should the player have any additional information or questions regarding this issue, we'd like to kindly ask that they let us know on ticket: XXXXXXX
Thank you for your patience and understanding.

Initial Business Response /* (1000, 5, 2015/11/17) */
Thank you for your patience as we looked into this report. We were able to find the player's ticket which was received with a timestamp of Nov XX XX:XX where it was answered with the timestamp Nov XX XX:XX which let the player know that the...

issue with the event was known and was actively being worked on.
On Nov 7th, an update was sent to the player with the following message regarding compensation for any inconvenience experienced:
"We have further addressed and resolved the issue concerning players unable to declare war or get matched during this WD event. We apologize that some players were unable to declare war. We understand that for some time you could not declare war so we are compensating for the time loss by crediting you 10 3-Hour speedups"
We will not be issuing any additional compensation for the specific issue which occurred in the mentioned event.
For any other game related issues, we'd like to kindly ask the player to send in a new ticket with each concern documented so that a game agent will be able to look into matters and respond. Thank you for your time and report.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have sent multiple tickets about all the issues that players face everyday and all I get back in a generated email telling me it's under review and that's it. This not just about one issue were we couldn't hit declare. This about months and months of issues that all players had to deal with every day. Gree does not listen to the players until it's a mass email about the same issue. They do not listen to the players in how to make the game better. They fail to provide an enjoyable game. They have players leaving daily bc they are tired of the issues with the game and not seeing anything change. They took away the enjoyable events and replaced them with events where the only way to win is coin. Only one event right now is a non coining event but the prizes for the event sucks so no one wants to try for it. They put out things in the game but the only way to get them is to coin. They have gone from a free to play game to ur need to coin to play successfully. Again I am asking for all the money I put into this disaster back. I can provide receipts for all the money I put into the game if it's needed.
Final Business Response /* (4000, 9, 2015/11/20) */
Thank you for the response and update. As of 11/20 no further tickets have been received from the player with the last one having been closed on 11/10 via agent response. We would like to kindly ask the player to send in a new ticket through their in game "contact support" button so that a game agent can address each concern that the player may have in more detail. We are unable to issue any refunds or compensation without further details as received through our in place customer support system for such matters. Thank you for your patience and understanding.
Final Consumer Response /* (4200, 11, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Here is the ticket that I sent them. # #XXXXXXX. Here is the content of the email. I Would like to see these 9 items addressed and either put in the game or given a reason why they are not going to use them. For every item that they use I would like 20,000 gold instead of reimbursment
Ok this is in reference to my Revdex.com complaint. I have sent yall multiple tickets about different issues before and never got more than a [redacted] excuse or no response. I have given you suggestions on how to make the game better and have gotten nothing in return and they fell on deaf ears. This game in the past 6 months has gone to [redacted]. Every day there is a glitch. And anytime a glitch benefits the player you punish the player for taking advantage of yalls screw up. Bc I know you will ask for an example. When the glitch caused the alliance upgrades to be a 3rd of the cost and everyone used it what did you do? You reset it to before the glitch. Did the players like myself that dumped over 20 mil in cash, oil, iron and ium get any of that back no they didnt. Did the alliance get it? No they didnt. So basically your glitch robbed alot of ppl. Alot of that that I put in came from the packs that I bought so that means you stole money from me. And yes I did put a ticket in for that. And yes I did get a bs auto response and nothing more. The prizes that you gave 6 months ago were actually worth fighting for. The prizes today isnt worth wasting time for. Perfect example last GD event limited you gave us 5 veterans training on the last mission. You use to give us 50 or more. You had the screen glitch to where every 2-5 mins the screen would flash causing you to loose any window you had open. Latest glitch you have a crated called the ultimate combatant crate and in the description you say " Chance to earn the powerful Necromancer commander" except there is one little problem. HE IS NOT ON THE LIST OF COMMS FOR THAT CRATE. So please explain to me how in the [redacted] can I earn a chance for him when he is not listed. The list includes The destroyer, Zen, Omega, and Yama. Last time I checked non of them are necromancer. So I have 15 boxes of that crate to open for a chance at him yet cant open them if I want a chance at him. You have given us 120 lvl comms but still have NPC with barely any XP to level them. Do you realize how long it takes someone to level a 100 comm off of a NPC 27? You push out too many comms to fast for ppl to get a chance to level them. You have taken away alot of the good and fun events for events that you have to coin to be able to get any kind of good position for the crappy rewards that you give out. Yes you finally came out with some new troops and building levels but it takes a week plus just to upgrade them. The game lag at times is horrible to the point where the game either freezes or shuts down. Hard to play the game during that time especially during an event. During this last GD we had players that saw troops firing from being the troop instead of in front of it. I watched the gd fights but could only see my troops and not the other teams. Had troops walking and never stopping to attack. You have more troops now that require titanium and uraniums but the only real way to get it is bp missions bc there isnt enough patches out there to get some from and when you find them they dont have much in it. You push items out that you cant get things for like warcomms. There is no way to get xp for warcoms unless you buy packs with it in there. There is no confirm on gold purchases so when you try to use vet training sometimes you end up hitting Capt training and lose 1200 gold unless the lag causes you to lose more. just had a fuel glitch where when you were positive on fuel you were actually losing fuel. Now this is the 3rd time I have given you this list and I have added some to it.
1. Change the experience points on the npcs. You have a npc 27 with 29k points. Do you realize how long it takes to level off of that? You have a npc 30 doing 31k points. Then you have a 34 doing 250k points. Then a 38 doing 985k points. That's a big spread. With NPC 34's and 38's being used by players that only leaves 27s and 31s to really level on. Npc 27 should do at least 50 to 60 k or higher points, npc 30 should do like 5 to 10 k more than 27. The 34 should do at least 500 k points. That would make leveling comms alot easier which will keep players around.
2. STOP with all the new comms. If you want to push new comms do a couple of them in a 3 month spread. This with the point increase will give players more time to get the comm to lvled. I have about 200 comms that I haven't opened bc it's a pain in the [redacted] to level.
3. STOP with all the [redacted] rewards on non coining events. With this gd that's going on you have 6 veteran boosts as the reward for ltd mission 10. Really? 6?
4. If yall have a glitch that benefits the player like the alliance boost a month ago. Do not take it back. Just stop the glitch. Having player benefit from your glitches is a good thing but taking back what they earned from the glitches is not.
5. Give each player a troop storage facility(could be in the alliance city). A place where they can store up to 50% of their troops and where no one can touch them. This game is suppose to be like the military. No military is going to keep all their equipment available to be destroyed. You have players quiting bc they are constantly getting wiped out of all their troops bc they have no place to hide them. Make Home base to where it cant be attacked.
6. Stop with the ending one event and starting another a few hours past it. Give the players time to set up for the next event. Again think military. You don't just say hey in 2 hours we are attacking here be ready by then. [redacted] give 12 hours or even 24 hours between events. Gives players time to reset everything
7. Bring back personal boosts as rewards and more often.
8. Give out Warcom boost when you hit NPC's
9. Add different bubbles. you have a 12 and 72 but what about a 24 or 48 or 96? Even a week one. You have ppl with real life stuff going on that sometimes cant get on the game to play.

Initial Business Response /* (1000, 5, 2016/01/04) */
Thank you for the report and for your patience while we looked into the player's issues. We have received their support ticket XXXXXXX which was answered by an agent on 12/30/2015 with the following message:
"Thank you for contacting Modern...

War Support!
I'm sorry for the delay in responding to your email, as we have been receiving higher volumes than usual. Our records indicate you have recently submitted multiple tickets into support on the same issue. For efficiency, and to
expedite our reply process, we have merged all tickets into one, and will address all concerns here.
I apologize for any inconvenience you may have experienced. I have gone ahead and credited 1500 gold bars into your account and you will see the changes take place upon next login to the game.
Have a great day ahead! Happy gaming!"
The ticket is now closed with the player's missing purchase having been credited to their account. Thank you again for the report.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am happy that Gree did finally credit my 1500 gold bars, however I strongly feel that an equal amount of compensation would have been fair. Considering I suffered from two very long lock outs and this latest dissappointing game experience it would have been a nice gesture. In speaking with other gamers, Gree has been known to compensate for similar issues but I guess it deoends on how much money you spend to get their loyalty rewards.
Final Business Response /* (4000, 9, 2016/01/11) */
Thank you for the response.
We are not able to place any additional Gold credits onto the account, however, we have placed 15 Energy refill items onto the account for the extended period of time that it took to get this issue resolved. If there are any additional questions or concerns, please feel free to let us know through the in game "contact support" button so that a Modern War agent can continue to assist.
Thank you for your understanding and cooperation.
Final Consumer Response /* (2000, 11, 2016/01/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/01/11) */
Thank you for your report and your patience while we looked into this issue. We received the player's ticket: XXXXXXX which received the following response on 12/28:
"I apologize for any inconvenience you may have experienced. Your account...

was suspended temporarily and is now unlocked. Proper value of bundle pack are restored by replacing the excess items that were credited to your account. You will see the changes take place upon next login to the game. Please let me know if you experience any further issues with this.
Thank you for your patience and understanding."
As the correct amount of Gold and proper units were placed onto the accounts, we will not be offering any further compensation nor are we able to place an erroneous amount of Gold onto the account. If the player has any further questions or concerns, we'd like to kindly ask that they contact support through the in game "contact support" button so that a game agent can further assist them.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not responsible for the gree's negligence or incompetence or clear bait and switch practice, their package was offered for sale I bought and began using the product they then illegally stole the items that I had legally payed for and replaced it for a package I would not have purchased. This would be like you buying a $500 grill at walmart for $50 that walmart mistakenly advertised as, walk outside the store turn it on and start cooking on it then walmart runs out grabs it and returns it to store without any explanation or rule of law.
Final Business Response /* (4000, 9, 2016/01/15) */
Thank you for the report. As previously mentioned, there was an error with the package in the amount of Gold offered. Based on our standard packages for gold, $100 = 1,500 gold. 2 million gold is an obviously erroneous amount and thus an exploit when players take advantage of such an error. This is against our Terms of Service. Leaving such an amount on accounts would also not be fair to other players who had purchased gold at the correct price. The erroneous amount was identified and corrected within approximately 30 minutes of being active and GREE took no permanent action against player accounts who took advantage of this following the corrections. As the correct amounts of gold and items were added to accounts following this issue, this matter is considered closed. As previously stated, we are not able to apply an erroneous amount of gold onto an account. If the player has any additional questions or concerns, we would like to kindly ask them to let us know through the in game "contact support" button. Thank you.
Final Consumer Response /* (4200, 11, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,we are all in agreement that gree made an error in offering that particular package for sale, what is in disagreement is the level of responsibility they have for such a negligent error. Under USA consumer law they are fully responsible for an error of their own making. I am a reasonable person I am willing to take less then owed compensation so I will take half the gold owed me (2million instead of 4 million). If this fair offer is refused I expect the Revdex.com to make a judgement in this case and then I will proceed with full litigation against gree in civil court. Thank you for your anticipated cooperation.

Initial Business Response /* (1000, 5, 2015/12/18) */
Hello and thank you for the report.
We were able to locate the player's ticket (XXXXXXX) where an agent addressed his concerns on 12/15/15 in regards to the issue that they were experiencing. The agent informed them that the issue had been...

fixed and that an update was available that would solve the issue they were seeing with this message:
"Our apologies for any inconvenience you have experienced. This issue has been fixed and it is live in our latest release version(3.6.0). I would suggest you to update your game version as soon as possible. Also as a compensation we are crediting the affected players with 10X 3-hour speedups, and 100 power cells.
We appreciate your continued patience and understanding on this matter."
Compensation for the issue was applied to all affected accounts. We will not be issuing any additional compensation for this matter.
If the player has any additional concerns or questions, we'd like to kindly ask them to send in a ticket via the in game "contact support" button for further support so that an agent will be able to assist them further. Thank you for your kind understanding and cooperation.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The issue was resolved weeks after initailly reported and days later after GREE announced problem was fixed. Software was not available to update my device until days later and I spent a lot of money to compensate for GREE's faulty software. The compensation was not commensurate to the adjustments and money spent to compensate for their error. Please read my complaint with the dates listed.

Initial Business Response /* (1000, 5, 2015/10/07) */
Thank you for the report. We are currently investigating this issue, and will update this claim once we have additional information. Our apologies for the continued delay.
Initial Consumer Rebuttal /* (3000, 15, 2015/10/28) */
Nothing...

has been done by Gree except for sending me another 2 inquiries. I am still waiting for my issue to be resolved - meanwhile, the items I have bought have already lost of significant value.
I am upset about this!
Final Business Response /* (4000, 20, 2015/11/02) */
Thank you for your patience as we continued to look into this case. A message has been sent to the player regarding the issue reported on 11/02.
"In regards to the armor that you believe to be missing, I took a look through your logs for the account [redacted].
I'm afraid that there is no record of a Malicious Ragemail armor having been in your inventory prior to 10/30/2015 where you recently received one through a chest.
In regards to the "Guardian" armor, there are 3 different armors in Knights and Dragons with "Guardian" in their name. They are:
"Guardian's Battlegear"
"Sky Guardian"
"Guardian Wargear"
Our logs show that you have used "Sky Guardian" armor multiple times to enhance other armors.
Your Guardian's Battlegear armors were used on 7/29 to combine into the following:
Guardian's Battlegear + Flamehunter's garb = Cursed Cryptgear
Guardian's Battlegear + Drake Platemail = Bone Harvester's Garb
All other combining with the Guardian's Battlegear armor that you had were done after August 12th and are accounted for.
You received a Guardian Wargear armor on 4/19/2015 from a Raid Boss event which is currently still in your inventory. This is the only Guardian Wargear that you received prior to August 12th.
At this time, it does not appear that any "Guardian" armor is missing. Please kindly note that we are not able to replace or grant any items that do not show up as missing in our logs. I apologize for any disappointment and must ask for your kind understanding.
If you have any additional questions or information that you believe will help clarify this, please let us know in a new ticket and we'll be more than glad to continue to assist."
At this time and with the information provided, no items appear to be missing from the player's account as they have been accounted for.
If the player has any further questions, we'd like to ask that they contact us through the in game contact support feature in the game and we will be glad to assist further.
Final Consumer Response /* (4200, 22, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
meanwhile, Guardian+ (the earth/air one) is completely outdated compared with what I have. I don't really care too much about that one anymore.
However, the Malicious+ (fire/water) I got at the date or shortly before the game was reset to an earlier state, and it's still good. I can't put my finger on an exact date anymore since it's already been so long, but it wasn't longer than 2-3 days before I sent in the first support ticket on Aug 16.
Hope this helps to find the respective records.

Initial Business Response /* (1000, 5, 2016/01/19) */
Thank you for your report and for your patience as we investigated this case. We received the player's inquiry on ticket XXXXXXX where an agent replied to them on 1/15/2016 with the following message:
"Please let me first apologize for this...

inconvenience. To assist your further, would you please send me a copy of the Google Wallet receipt, the email address attached to your Google Wallet account (for purchase look-up our side), or a screenshot of your Google Wallet Purchase History?
Additionally, if there were multiple orders made that day, please send receipts for all of them, so we can verify which were received and which are missing.
Personal purchase history may be accessed by you at any time by visiting: https://support.google.com/googleplay/answer/XXXXXXX?hl=en.
Regarding the gems for connecting the game account to the Facebook, to better assist you, Could you please provide screen shots showing you have connected the Game to the Facebook?"
At this time we are waiting for the player's reply back so that the agent can continue to assist. Should the player have any additional questions or concerns, we'd like to kindly ask that they let us know on the open ticket that they have with us so that we can keep an organized record of our communications with them. Thank you.

Thank you for the report.  We were able to find the player's ticket ([redacted]) regarding this where they asked about Gold usage in the game.  Support staff informed the player that they had used the Gold on and in what quantity.  Our records show that the player requested that...

items be removed from their inventory with the following message:
"It don't add up.....take the items back and return my gold. My defensive jumped to 611 billion when I purchased items then dropped back down to 534 billion ....just take the damn items and refund my gold."
Support then responded by carrying out the player's request and adding the funds back into their account as shown with this message:
"I apologize for any inconvenience you may have experienced. I have gone ahead removed the 4 "Duelist ATV" and 10 "Don Dario's Modern Muscle" and credited 2236 gold to your account and you will see the changes take place upon next login to the game." In regards to in game stats being lowered, we are currently investigating reports and have let the player know with the following message:
"We're sorry for the delayed resolution and for the inconvenience caused due to Loss of stats. The issue is still being investigated, we will notify on this ticket when we receive an update until then this ticket will be moved to On-Hold."
The player's ticket is currently On-Hold and will be updated when our investigation is complete.  If the player has any questions or concerns, we'd like to ask them to send in a new ticket through the in game "contact support" button or they can update their currently on hold ticket if the matter is regarding the same issue.  Thank you.

Thank you for the report.  We were able to find the player's recent ticket regarding account retrieval ([redacted]).  On 8/20 a message was sent back to the player regarding coordinating a date and time to complete the transfer process with the following message:
"I understand your...

frustration with regard to the delay in transfer. Let us give a last try on this, please let us know the exact time where you can respond us back so that we can complete the transfer today."
At this time we have not received a response back and are waiting for the player on a time where transfer can be coordinated.  As we take game security very seriously, the transfer code is only viable for a set period of time to ensure that the account is not transferred away from the rightful player. 
If the player has any additional questions in the meantime, we'd like to kindly ask them to send in a request through their contact support button or respond to their currently open ticket so that we can coordinate a secure transfer time for their account.  Thank you.