Kabam, Inc.

Greetings,Thank you for writing in and we hope you are having a wonderful day thus far. As we understand it, you are unhappy with the contents of the [redacted]. We are very sorry to hear this and would be happy to help you to our fullest extent.With every offer and promotion in-game,...

we aim to provide a clear expectation of what items are included in the offer. With the [redacted], the offer description states:'Buy now and unlock the Cavalry Discord Bundle thank includes a [redacted]Additionally, just under the description, we do showcase a list of items gained after purchase of the [redacted]. We do hope that all this information helps players make informed purchasing decisions.We are very sorry if this purchase did not meet your expectations however we are not able to reverse any Unit purchases at this time. Thank you again for reaching out to us and providing your thoughts on the [redacted]; this is feedback we will be taking into consideration when creating future promotions and offers. We do hope you have a wonderful rest of your day and wish you the best of luck in the Contest!Regards,Kabam Support

Initial Business Response /* (1000, 6, 2015/07/09) */
Greetings,
Thank you for reaching out to Kabam support in regards to the recent issues you have experienced with charges on your account. We apologize for any distress this may have caused, and will be happy to investigate further.
We have...

looked into your support account with us and weren't able to find any tickets written into us from your email [redacted]@gmail.com in regards to this issue. Did you happen to write in under another email, or do you happen to have any of the 8 digit ticket reference numbers? With this information we will be able to investigate these cases and these issues much more thoroughly.
If you could also provide us with the following information in regards to the purchases that were not authorized, this would be most helpful as well:
- Date and times of each purchase
- Amount changed for each purchase
- Name of your player
- Email on your account with us
Thank you for your patience, and we look forward to hearing from you!
Best regards,
The Kabam Team

Initial Business Response /* (1000, 5, 2015/10/09) */
Hello [redacted],
Thank you for taking the time to submit this case to us. We understand that you have some concerns related to a refund of your purchases, and we will be glad to address this matter for you.
Please understand that we are...

unable to honor a request for a refund as this action would be against our Terms of Service. For more details regarding this policy, please refer to Section 7 of our Terms of Service, which you can view here: https://www.kabam.com/corporate/terms-of-service.
While we do apologize for any inconvenience that this may cause, please understand that your investment into our games allows us to provide you with a very dedicated support team to address any game related questions that you may have. If you have any specific concerns, we do encourage our players to contact us so we may address these issues directly. We thank you for your patience and understanding.
Best regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 7, 2015/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello, contacted Google before opening this case with Revdex.com and they advised me to get in touch with the developer of the game which is KABAM. Did that and their response was unsatisfactory, no refund and no other reply to my ticket has been sent and the ticket ( case ) has been closed by kabam. Is not the first time I have asked them for refund and every single time they replied same "no refund". I have the email from kabam support but I don't think is any point to place it here as they did it already. I would like on this occasion to ask you please help me get my money back as there's nowhere else I can go and nowhere else I can ask for help or support. It is a lot for me, about £2.000 more than that even and I just want my money back because of their customer support and because of other problema related to the game. Missing items, they didn't provide anything even when I opened cases and explained them with proof. There is no other way just to ignore kabam's games and get your money back.
Here is the last email I got from kabam support regarding my refund where you can see clearly they don't understand or they don't want to understand and offer you some small items trying to make you lose interest.
Hello btw,
Thank you for the update as well as the clarification. We are very sorry if your experience with our Support Team has not been positive thus far, but we assure you that we try our best to give you the best possible service. While I do apologize as I am unable to offer a refund of your purchases, I can, however, address your concerns related to the rewards offered in our Galadriel's Premium and Tauriel's Wheel Promotions.
Please understand that as the acquisition of the items from the Galadriel's Premium and Tauriel's Wheel events are determined completely by chance, we cannot guarantee that a player will receive a specific reward despite the amount of attempts taken. While I cannot comment on the specific drop rates (% chance) of each item, I assure you that this drop rate is consistent with all players, and that the premium rewards advertised in these offers are certainly attainable, though they are rare!
We do realize how frustrating this may have been, so as an accommodation for your troubles, we have credited your account with some items to assist you in your adventures.
3x Galadriel's Mini Marvel I
2x Tauriel's Mini Marvel I
You may need to perform a Force App Refresh to view this item. We thank you for your patience and understanding and wish you the best of luck! Should you have any other questions or concerns, please feel free to contact us, and we will be happy to assist you.
Best regards,
[redacted]
Kabam Support
After this reply the ticket has been closed and I couldn't reply anymore, I didn't even tried to open another ticket being 100% sure they will do same thing. No refund has been made and nothing clarified. Please advise or help! Thanks
Final Business Response /* (4000, 12, 2015/11/03) */
Hello [redacted],
Thank you for the update! We are very sorry for any inconvenience that this issue may have caused, but upon reviewing the details of the case that you have provided, it does appear that there were multiple correspondences with our team regarding this matter. The final response from our team was dated on October 15th, and as we did not receive a response from the customer for approximately one week, the case had idled, and was ultimately closed on October 23rd.
While we are very sorry if you were unhappy with the resolution provided for this case, please understand that the items that we have provided are well beyond what we normally grant in situations such as this. As the Galadriel's Premium and Tauriel's Wheel are chance based games, we cannot guarantee that players will receive specific rewards. While we certainly regret that you were unable to acquire the items that you had desired, please understand that this the nature of a chance based game.
We thank you for your patience and understanding, but as we do feel that the actions that we have taken are appropriate, and as the refund of purchases is prohibited in our Terms of Service, we will be unable to offer the restoration that you have requested.
Best regards,
Kabam Support
Final Consumer Response /* (4200, 14, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was talking about something else here, my case is totally about refund and not about some items you say you have provided in game. Is about my money and not about some products or items in game. I don't know how come you as developer or whatever position you have in kabam come with this kind of reply and solution when there is about totally something else. I want my money back, REFUND not whatever you guys say there about premiums and other stuff. Thanks

Initial Business Response /* (1000, 10, 2015/09/26) */
Greetings,
Thank you for taking the time submit this case to us.
We apologize for the amount of time it's taken to address this matter with you and will be contacting the game teams to discuss with them what sort of resolution we can...

offer.
Regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 12, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received any further communication from KABAM regarding this matter. Thus is a generalized statement and is far from a resolution.
Final Business Response /* (4000, 16, 2015/10/24) */
Greetings,
Thank you for getting back to us on this matter.
We're very sorry to hear that you have not received any contact regarding your issue. While we no longer support the game we have again contacted the Game Team to ensure that they respond back to the ticket they created for you and work towards an amenable resolution.
Sincerely,
Kabam Support
Final Consumer Response /* (4200, 18, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've received zero responses regarding any issues within the game for over 6 months. This response still does not resolve the issues, and furthermore proves the game is no longer supported.

Initial Business Response /* (1000, 5, 2016/01/14) */
Hello,
Thank you for taking the time to submit this to case to us.
We would first like to apologize for the frustration that this matter may have caused, however, due to the fact the Carbonadium Cores were purchased from another player and...

gifted to your account exchanging them for Units or Premium Hero Crystals is beyond the scope of what we can provide in this situation. If the Cores had been purchased on your account we would be able to reverse the transaction, but due to the fact the purchase was made on an different account reversing the transaction is not possible. It would have been difficult, but not impossible if the Gifting event was not proceeding at the time of the gift, but due to the fact it was and the Carbonadium Cores provided players with the most amount of points it would be unfair to provide you with additional resources which could be used in other events while also receiving the benefits from the gift. We understand that this may not have been the exact response that you were hoping for and we would like to sincerely apologize for any disappointment that it may have caused as this was not our intention, but we hope that this information has been helpful regardless.
We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week.
Regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 8, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for looking into the matter for me. I only hope that in the future that your customer support can be as thorough with issues.
All 5 carbonadium cores were not gifted to me in error, I believe 3 of them were gifted and 2 of them were purchased in error. The reasoning for not exchanging them because the event "gifting" was going on doesn't make sense as every item gave the same points-to-unit ratio, therefore exchanging them for the proper items I was supposed to receive (3 Sorcerous Crystals & one Premium Hero Crystal per Carbonadium Core, which equals 550 units) wouldn't have any effect on the event, especially since I haven't consumed these items and they are still in my inventory therefore not benefitting from them. Now with that being said I would still like for the carbonadium cores to be exchanged so I have come up with a few solutions.
1) Exchange the Carbonadium Cores for 18 Sorcerous Crystals(which was the intended item of purchase): This solution would be considered most fair from a consumer standpoint since it is what I wanted to purchase
2) Exchange the Carbonadium Cores for a 4* Dr.Strange Champion as a sign of good faith: This would be most fair as far as a middle ground goes. It is fair to the other players since it does not artificially create points generated by the crystals "exchanged", but it still grants me with one of the prizes I was looking for
3) Exchange the Carbonadium Cores for their worth in units(2750 units): This would be my preferred solution but I understand if 1) or 2) is more under the scope of recommended solutions to my issue.
As this is the last response from you that I will hear on [redacted] I would like to inform you that if you do not pick one of the solutions provided AND do not contact me for further resolution then I will have to go through Apple to find an alternative resolution to the problem.
Thank you once again for taking the time to investigate my issue
Final Business Response /* (4000, 10, 2016/01/28) */
Hello,
Thank you for taking the time to submit this to case to us.
We would first like to once again apologize for any frustration that this matter may have caused. After double checking the event configuration the information you have provided is correct, and the points earned in the gifting event should not play a factor in this correspondence. We would like to apologize for any confusion that this may have caused, and we have removed the Cores and provided the 2,750 Units plus an extra 250 for a total of 3,000 for the unnecessary delay to your account.
We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week.
Regards,
Kabam Support
Final Consumer Response /* (2000, 12, 2016/02/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have resolved the issue by exchanging the items for 100% of their worth of ingame currency. The compensation is on the lower side but i'm just happy that it was taken care of.

Complaint: [redacted]I am rejecting this response because:
At what point does this company actually provide service? This is their usual garbage that I'm seeking a refund for: I pay money, get garbage, send in complaint, and get "we hope you are satisfied" as the only response. Pitiful... Please don't even bother responding if that's all you are going to do/say.Sincerely,[redacted]

Greetings,
We're unsure why this solution was rejected. It sounds like you're working the issue out with [redacted] in a new ticket you opened with them.
Just to reiterate, as [redacted] are now the sole owners and operators of the game you are having issues/concerns with, Kabam will not be able to assist in any way and refer you to [redacted] for all of your needs.
Thanks,
Kabam Support

Initial Business Response /* (1000, 5, 2015/07/08) */
Hello,
Thank you for reaching out to Kabam support in regards to your concerns with Support as well as the drop rates for champions in the game.
We apologize for any distress this issue may have caused you. We would like to assure you that...

the drop rates on all of our crystals and for all of the champions are equal for all players across the board. Certain player's do not receive better drop rates than others, and each champion within a crystal has the exact same percentage chance to be received, as it would for other player's opening that same crystal.
Certain champions such as newly released champions, as well as higher star champions will be more difficult to receive as they are considered rare. They are still possible to obtain, and sometimes your luck may be better than other times.
In regards to your concerns with support, we have gone over your recent cases with us and have found them to be closed due to being unable to assist you further with your issue as the resolution you wanted was not one we could provide. We attempted to work with you in regards to a more common ground resolution, but in the end, we were unable to fulfill your request of granting your account 4 star crystals. We are only able to have our game team assist us in granting champions/high level crystals to player's accounts if there is an actual issue in game that is on our side. We investigated the issues you brought to us thoroughly and confirmed that drop rates were working correctly, fairly, and as intended. Due to this we were unable to grant your player 4 star hero crystals, as this would be unfair to the rest of the community who would not have that opportunity to receive free 4 star hero crystals.
Thank you for your understanding in regards to this issue. If you have any further questions or concerns, please feel free to let us know.
Best regards,
The Kabam Team
Initial Consumer Rebuttal /* (3000, 9, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are still telling lies. I was given no offer or middle ground as they call it and I was abused and mistreated and lied to as a customer. I have the emails to prove it. their middle ground was post your problem online. Refusing to even address it. Others didn't spend my money and no proof exists something wasn't wrong bc it's theirs and not shared. I was treated like a dog and they can give 4* crystals away and have done so in the past. I am asking for 5 and considered that a middle ground after being lied to, abused and ripped off by misleading advertising of avab. characters. Stating its not fair to others is [redacted]. It's not fair to me and no one else was treated as I was and didn't spend the money I did and if they were they deserve something or maybe they didn't say anything bc they gave them the character. Now after spending a grand or more still don't have the character. A 4* Crystal costs 2500 units.
The could give 12,500 units to me or 5, 4* crystals a lower amount 10,000 units and 4, 4* crystals.
Final Business Response /* (4000, 11, 2015/07/30) */
Hello,
Thank you for getting back with us.
We apologize again for any distress this issue may have caused you. We can assure you that the drop rates on all of our crystals and for all of the champions are equal for all players across the board. Again though, sometimes your luck may be better than other times
We will be unable to grant these crystals/champions to your account at this time, due to your drop rate concerns.
Thank you for your understanding in regards to this issue. If you have any further questions in regards to a different issue, please feel free to reach out to us directly.
Best regards,
The Kabam Team
Final Consumer Response /* (4200, 13, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again they have failed to make any offer and give false information. From the beginning they have said they made offers and attempts at a resolution yet in my first reaponse with the Revdex.com you can see this is another lie as I made options avab. and addressed this and wmeven through their responses here have failed to make any even middle ground offer. They have done nothing but say no and provide no proof. All they are doing is ripping off consumers.

Initial Business Response /* (1000, 5, 2016/01/08) */
Hello,
Thank you for taking the time to submit this to case to us.
We would first like to apologize for any frustration that this matter has caused. To help provide some additional context though we do understand mistakes happen the Units...

that were donated to your Alliance were able to be used by your Alliance, and because the Alliance can use the resources that were donated, and that action is not reversible we are typically unable to return the spent Units to players accounts. With that being said we do understand mistakes happen and we would like to do our best to help you out in this situation, and have provided 2,500 Units to your account as a showing of good faith. I did want to mention that we will be unlikely to make such an accommodation moving forward so please do your best to be careful when in the donation screen.
We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week.
Regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To begin with - Thank you for taking my [redacted] seriously and for being both reasonable and considerate in your response. Customer service is a rough business to be in but (as we all know) the customer is the life blood in almost every industry.
In reading your reply I attempted to put myself in your position and I understand why your response was what it was in this case. That being said, I disagree with your decision (in part not in whole) and here is why. Let's put aside the how and why of this issue for a moment. One of my issues throughout this was that I was not given a fair response from your CS team. Fairly quickly, I requested this be escalated (as I was unhappy with the response I received) and after being told that they could not do that they unceremoniously closed the ticket blocking communication. I would have had to start the process again and from a time standpoint, taking yet another 5-7 days to get any meaningful response was untenable to me. I think my position and requested resolution is fair and is one which does not burden your company financially. I simply want to be made whole. I have enjoyed and supported the game from the beginning and I also (as a show of good faith) have purchased additional units recently (which I did not need yet) and will continue to do so to help improve my overall experience.
I am asking that you reconsider your decision and allow me to recoup my whole financial loss.
I understand your position on future issue and agree in substance going forward.
Final Business Response /* (4000, 9, 2016/01/22) */
Hello,
Thank you for taking the time to get back to us.
As mentioned previously providing a return of Units in this situation is typically beyond the scope of what we can provide, but we decided to make an exception and provide a partial return through this correspondence. When you originally contacted us a supervisor was contacted per your request, however, the conversation did not change the decision made on your account. After we notified you of our policy regarding this instance multiple times the correspondence was closed due to the fact we felt that we had addressed your concerns to the best of our ability per our policy. The 2,500 Units is much more than we would typically provide in this situation, but we have gone ahead and provided an additional 1,000 Units to your account for this matter, however, we did want to let you know that this is the maximum amount of Units we will be able to provide for this situation.
We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week.
Regards,
Kabam Support

Greetings,Thanks again for getting in touch with us and we hope you are having a wonderful day thus far. As mentioned previously we show two graphics detailing exactly what players can expect to receive; for this bundle, you will receive a purchase bonus of 300 Units along with 75 Units for every day you log in (for a total of 2550). Additionally, we clarify that the offer is three times the value of the original offer in the advertisement. Due to this allocating a refund to your account or any additional Units is beyond the scope of what we can provide in this situation. We understand that this may not have been the exact response that you were hoping for and we would like to sincerely apologize for any disappointment that it may have caused as this was not our intention, but we do hope that this information has been helpful regardless. Thanks again for reaching out to us and providing your thoughts on the monthly card graphic; this is feedback we will be taking into consideration when creating future promotions and offers. We do hope you have a wonderful rest of your day and wish you the best of luck in the Contest!Regards,Kabam Support

Initial Business Response /* (1000, 5, 2016/01/22) */
Hello,
Thank you for taking the time to submit this to case to us.
We would like to apologize for any confusion that this matter may have caused, however, players are able to convert Units into resources for their Alliance which is what...

you did with those 231 Units on 1/18/2016, 2:45:42 PM. In order to convert Units to resources click on the Alliance button from the home page, click on the Treasury tab, and then click on either Loyalty Points or Gold. In your specific case you converted Units into Loyalty Points so I suggest clicking there, and from there you can choose to donate Loyalty Points at the top, or to convert Units at the bottom.
To help provide some additional context though we do understand mistakes happen the Units that were donated to your Alliance were able to be used by your Alliance, and because the Alliance can use the resources that were donated, and that action is not reversible we are typically unable to return the spent Units to players accounts. With that being said we do understand mistakes happen and we would like to do our best to help you out in this situation, and have provided 231 Units to your account as a showing of good faith. I did want to mention that we will be unlikely to make such an accommodation moving forward so please do your best to be careful when in the donation screen.
We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week.
Regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 7, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This entire response is making a drastically inaccurate assumption that I made a mistake.
Instead of researching this and fixing an obvious glitch in your system it is easier to blame it on me, the consumer, which turn means that the same thing can happen all over again. Whether it happens to me or to someone else - this problem has not been fixed. Regardless of what you claim I did, the reality is that I was in the Crystal portion of the game opening Arena Crystals, and not in the Alliance section; where you claim I did this act. You have a problem with the game. Your response implies that you don't believe me and have no intentions of fixing the problem. Instead of making it right, you just want to shut me up.
'I did want to mention that we will be unlikely to make such an accommodation moving forward so please do your best to be careful when in the donation screen.'
This statement clearly demonstrates my entire point. You are, in an indirect fashion are telling me that what I claimed did not happen. Which in effect is the same thing as calling me a liar.
I do not accept this response of providing the bare minimum, adequate. I have had to spend way too much of my time on this problem for that to be your '...best to help you out in this situation.' As I mentioned originally when I contacted your tech support - I spend, for me, a lot of money on this game. It infuriates me that you would treat a situation such as this with such disregard over something that has absolutely no intrinsic value. Like it is some kind of actual inventory that you are losing money on. In reality it is just a series of code in a program. As such I think I am entitled to more than the bare minimum for my troubles, and at least some kind of surface reassurance that this will be looked into to prevent it from happening again, regardless if you care enough about your customers to actually look into it at all.
I did neither what you say I did, nor anything wrong. I would like you to actually make this right rather than just enough to make me go away.
Regards,
[redacted]
Final Business Response /* (4000, 9, 2016/02/11) */
Hello,
Thank you for taking the time to submit this to case to us.
We would like to once again apologize for any confusion that this matter may have caused. Judging from your previous explanation is likely that you accidentally donated the Units while in the Treasury screen, did not notice, and then went to your Vault to open Arena Crystals, and that was when you noticed the missing Units. With that being said even if this was not the case, and there was some other factor at play, your Alliance did benefit from the mistake, and we are typical unable to provide a restoration of donated Units in these circumstance as the transaction is not reversible. However, in this situation we did our best to assist you by providing the donated Units because we understand accidents happen, however, providing any additional Units for this matter is beyond the scope of what we can provide in this situation.
We understand that this may not have been the exact response that you were hoping for and we would like to sincerely apologize for any disappointment that it may have caused as this was not our intention, but we hope that this information has been helpful regardless. Thanks again for taking the time out of you day to get in touch with us, and we hope that you have a great rest of your week.
Regards,
Kabam Support

Initial Business Response /* (1000, 5, 2015/08/26) */
Greetings,
Thank you for taking the time to contact us regarding these unauthorized purchases. We're very sorry to hear that this has happened.
As the information we would normally be asking to resolve this sort of issue, as well as the...

expediency it normally requires, one of our Payments Specialists will be contacting you via email soon to work with you on how to get this issue resolved.
Please look for this email in your inbox soon and make sure that your spam filter allows mails from Kabam to come through.
Sincerely,
Kabam Support
Initial Consumer Rebuttal /* (3000, 7, 2015/08/31) */
Gentilmen:
1. I downloaded a free game from ,a google play shop. no reciept were given because no card numbers were given .
2. Kabam deductions started showing up and I assumed that it was because of the free download.
3. In studying my bank statement, I saw that on X-XX-XX I payed my families
dinner at bubba gump's in monterey with my debit card. the waiter walked away with my card. the first kabam deduction was on the same day.
I have made a police report. $ 200. worth of kabam games were charged on my card. I had to cancel my card.
Suggestion:
If you all have any pull with credit /debit cards company, It would be wise
to tell them to not print the security number on the back of the cards. They mail the pin numbers separately. they should include the security number too. You cannot buy online without the security numbers.
I THANK YOU for responding to my mail. I apologies for taking up your time. There is nothing that can be done. that young man got away with it.
Respectfully
Mrs. [redacted]
Final Business Response /* (4000, 9, 2015/09/15) */
Greetings,
It appears that you have found an alternate way of resolving this matter and we are no longer needed for a resolution. As for your suggestion about security numbers on the back of cards you would need to take this suggestion to the card companies specifically as we do not have any connection with them. They are charged through the respective app stores used to download our games and all of our transactions go through those stores.
We're sorry to hear about any frustration that this matter has caused and are happy to hear that you have found a resolution.
Regards,
Kabam Support

Initial Business Response /* (1000, 5, 2015/07/02) */
Hello,
Thank you for taking the time to submit this to case to us.
We would first like to apologize for any frustration that this instance may have caused you, and we want to let you know that as we move forward we will do our best to...

ensure that this does not occur again. On that note as soon as we realized the Sage Tower trade was misconfigured we took the actions we believed to be best for the community at the time. This included removing the incorrect Sage Tower trade in, removing chests obtained from the Sage Tower trade, returning spent Tournament Coins to players, and we did our best to apologize to the community by providing an explanation of the error, and a lucrative compensation chest to all affected players.
After reviewing your requests we have determined that amount of chests you are asking for is beyond the scope of what we can provide in this situation. With that being said we understand that this situation has not been ideal for you, and would like to do our best to assist you as much as possible. We have provided an additional 200 chests to your account on world 221 in addition to the chests already provided by our Support Team.
We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week.
Regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company error awarded a substantial amount of players with 10,000 chests at absolutely no cost, as they returned the coins that were used to trade for these chests. As was stated before, this provided those players with a huge advantage and amounted to granting them nearly $3000.00 in game content.
Awarding me 200 chests as "hush-money" is insulting. It's not a fair compensation in any way, shape, or form as it still results in a gulf of 9,750 chests. Additionally, it does nothing to help return balance to the game, as it grants nothing at all to the rest of the player base that was affected by this mistake.
Final Business Response /* (4000, 9, 2015/07/24) */
Hello,
Thank you for taking the time to submit this to case to us.
We understand that this matter was frustrating for all players, and we empathize with that frustration. As soon as we were aware of the mistake we did our best to resolve it in a way that was both fair community, and healthy to the game. We understand their were some outliers that received more than they should have, however, in order to ensure that the rest of the community was not punished for the mistake we took the actions that we did. Moving forward we will be working on precautions to prevent mistakes such as these from occurring, and practicing ways to better resolve them when they do occur.
As mentioned in our previous response allocating 10,000 chests to your account is beyond the scope of what we can provide as we do not want to further compound this issue. With that being said we would like to help you out as best as we can, and have allocated an additional 100 chests to your account. However, this is the most that we can provide for this matter.
We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week.
Regards,
Kabam Support
Final Consumer Response /* (4200, 11, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response to the issue was not "both fair to the community, and healthy to the game." Additionally, there were not "some outliers that received more than they should have," these "outliers" as you call them represent a substantial portion of population of game players and this issue has created a massive imbalance. It's clear, by the amount of current spending promotions that are running that this was a deliberate act to try and boost spending.
This is unethical. The previous promotion that a number of players took advantage of should be reinstated for the entire game population, excluding those who you already gifted it to. That is the only fair and healthy resolution. As for your suggestion that providing one additional player with the advantage that you previously gifted thousands of players with, would "further compound the issue;" that's laughable and is an admission on your part of just how much of a devastating effect the "mistake" made on the game, that providing it to one additional person would further compound the issue.
Regards.

Initial Business Response /* (1000, 5, 2015/10/20) */
Hello,
Thank you for contacting us regarding the issue with your reinforced Knight.
First, we would like to apologize for any inconvenience that this may have caused. We can certainly understand how losing troops in this manner would be...

frustrating.
We reviewed your cases regarding this issue with your Knight and we just need a little more information from you. We did see a reference to 200b in Resources lost, however there was no mention of Might totals. If you can recall, please let us know the amount of Might that was lost in these attacks. We have also contacted you at [redacted]@virginmedia.com through case # XXXXXXXX.
Thanks, and we look forward to hearing from you!
Best Regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 7, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the response. My night total was around 6billion at the time. This was made up of at least 150million T1 troops with the remainder of the troops split across T3 at least one hundred million and the rest as T4 troops types. I had moved my T5 and T6 so no need to look at these. I hope this helps draw this to a close.
Final Business Response /* (4000, 9, 2015/11/04) */
Hello,
Thank you for the update!
We greatly value your support and we want to help you out as much as possible. As a courtesy for any potential battle mechanic irregularities caused by the maintenance with the release of 18.3, we have allocated 6b Might in Tier 1-4 troops to your Second City and this will take effect immediately. Please feel free to contact us if you have further questions and we'll be happy to assist you. Once again, thank you for contacting us and we hope you enjoy your time in KoC: Battle for the North!
Best Regards,
Kabam Support

Initial Business Response /* (1000, 5, 2015/11/04) */
Hello,
Thank you for taking the time to submit this to case to us.
We would first like to apologize for any frustration that the recent server issues may have caused you. The version 5.0 release put much more strain on the servers than...

originally anticipated, and we have been working on resolving the issues that this has brought as fast as possible. On that note we want to assure you that reinforcing game stability is a top priority for us. With that being said we are now confident that the stability issues have been resolved. Due to the fact that we understood the server issues negatively affected players we have paid out multiple compensation packages since the version 5.0 release. Due to the fact that these issues impacted the community offering any additional compensation would be unfair, and is ultimately beyond the scope of what we can provide in this situation. A refund for services rendered is also beyond the scope of what we can provide in this situation per our Terms of Service.
We understand that this may not have been the exact response that you were hoping for and we would like to sincerely apologize for any disappointment that it may have caused as this was not our intention, but we hope that this information has been helpful regardless. We sincerely appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week.
Regards,
Kabam Support

Complaint: [redacted]I am rejecting this response because:
Kabam once again is giving a canned response and not addressing my specific issues. My issues are as follows:
1. Kabam has kept referring to another offer associated with their Premium Daily Card, but there is no other offer mentioned in the wording of the offer. There are no other numbers mentioned or referred to than what are listed in the offer.
2. Because of above reason, 2550 x 3 can only mean 7650. How am I to take that as something else if no other numbers or offers are mentioned?
3. To reinforce the above point, Kabam has stated at the bottom of the offer, "3X the value when you collect your rewards every day!". How is this supposed to be taken if there are no other numbers or offers listed in the Premium Daily Card offer?
Kabam has yet to even acknowledge that this wording is in their offer, genericly saying that they think the offer is understandable without stating the actual wording of their offer. Their reply means nothing because it doesn't state any actual numbers or support their statement in any way. Please, once again, see the attached offer screenshot to verify all that I am saying.
I know you can't force Kabam to do anything, and I realize now that Kabam is not going make right what is clearly a fraudulent and misleading offer, so I am not expecting anything back at this point. However, there is no way Kabam deserves an A+ rating with the [redacted] when they have had so many complaints against them and an overwhelming majority of their reviews are decidedly negative. Kabam has in no way addresed the issues I listed above and their rating should reflect that. You should also make it clear that they refused to address the issues of my complaint. Please do what is right.
Sincerely,[redacted]

Hello,Thank you for contacting Kabam Support. We understand that you have you experienced delays and other issues which prevented you from using mechanics such as blocking or evading within Marvel: Contest of Champions, as well as other concerns surrounding general delays and other issues in-game....

We apologize for any inconvenience these problems have caused.Please know that if you have experienced lag or delays within the game which may have also affected other timing related effects of combat such as blocking or evading, then it is likely a local issue is occurring for the device or the install of the game on the device.To ensure this isn't the case, we first recommend completing all of the steps listed in the troubleshooting provided below depending on which type of device the problems are occurring for (Android or iOS):Android Troubleshooting is located here: [redacted]iOS Troubleshooting is located here[redacted]We are always working to improve the performance of Marvel: Contest of Champions and we will continue to release these improvements in future updates.We hope that this troubleshooting material is helpful for you, and if you would like any further assistance or if you have any questions or concerns please feel free to write into our Support directly as we are always happy to help.Best regards,Kabam Support

Complaint: [redacted]I am rejecting this response because: for the same reason I rejected the prior message from [redacted]. The issue is not resolved, the people working for [redacted] and technical support have told me the same thing including instructions 4 times and so far, no resolution. I have asked specific questions regarding my file and the technicians either ignore them or do not actually read my responses. Until my issue is resolved so I am able to play the game and; as this has been ongoing for in excess of 1 month, I further expect compensation from [redacted] including all prizes my alliance has won since I was locked out, all daily log-in prizes as well as game currency in a significant amount. I don't understand why [redacted] think I should accept this only because they are working with me. Sincerely,[redacted]

Initial Business Response /* (1000, 10, 2015/09/25) */
Thank you for taking the time to submit this matter to us.
We would like to sincerely apologize for the amount of time it's taken to address the situation with you.
After investigating the specific ticket you have brought to us it has...

been determined that the original response you received about the Master Hammers was incorrect. At the time we had been informed by the Game Teams that the Master Hammers were not supposed to be a 100% success rate; however they were a VERY high success rate. After reporting this to them, and through many discussions, they decided to allow them to be 100% and had determined that your piece of gear had been leveled to 13 but there might have been a visual issue.
You reported back that you had refreshed the application and was still unable to see the gear at level 13 and following through with an investigation the Game Teams determined the best course of action was to grant you another Master Hammer.
We are very sorry that this matter did take so long to initially be resolved by the game teams, other issues going on in the game that had a higher impact had taken precedence and resources were stretched thin. This does not excuse our behavior but does help place perspective as to why it took so long for the matter to be fully resolved.
As a token of our apology we would like to grant you some more Master Hammers (10) for any current or future gear you may receive while playing the game.
Regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 12, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So basically you're giving an excuse why us as customers don't matter. When u look at item description on Master hammer it states " use this hammer to forge your gear one level up." No where does it say "a chance to level your gear." It bothers me the most when you say "you had higher impact issues to deal with. Without us as your customers you would not have any issues to deal with. The mail we when we send a ticket to you, says you will receive a response within 24 hours. This is rarely the case. The hammers you are giving me is great .... But I want better customer service experiences with you as a company and as the Revdex.com can see it took you almost a month to respond to them as well. How do you expect people to continue to play and spend money when we don't get answers or when we do they are false answers.
Final Business Response /* (4000, 14, 2015/10/29) */
Hello,
First, we would like to apologize for any inconvenience that this may have caused. We can certainly understand how missing Campaign Rewards and failed Master Hammers would be frustrating.
Our Game Team has performed extensive investigations on both Master Hammers and Campaign, and have been unable to reproduce anything leading to Chests disappearing or Master Hammers failing on forge attemps. Based on your ticket, I can clearly see how certain you are that both issues occured how you explained.
With that said, after reveiwing your account, we have granted two Master Hammers (lvl12) for the failed Hammers you reported initially, and we have also added two Lunete's Token Trunks for the issue reported in case # XXXXXXXX. You will see this take effect on your next login or app refresh.
Please feel free to contact us if you have further questions and we'll be happy to assist you.
Best Regards,
Kabam Support

Complaint: [redacted]
I am rejecting this response because: This is the same response, either return the account status back or provide proof as to your claim.  You have none and that is why no evidence is being provided.  I have spent real life money on the game to advance and further my account.  If you keep refusing to provide your evidence then money must be refunded.  Reinstate the account or refund all money spent.  YOU MUST PROVIDE PROOF
Sincerely,
[redacted]