Kabam, Inc.

Greetings [redacted],Thanks again for taking the time to get in touch with us.As mentioned previously individual compensation in addition to the community wide compensation that was already provided is beyond the scope of what we can do in this situation. Marvel Contest of Champions is a live game, and as such is ever growing and changing. We made these decisions because we believe that they were necessary to ensure that the game can continue to grow and be healthy. Percentage based attributes values made it difficult for our Development Team to produce engaging and exciting new content whereas the new flat value system gives us many more design levers to utilize. The Champion adjustments were done for a similar reason. There were Champions that were far too powerful in comparison to all other Champions, and as such content had to be developed specifically with these Champions in mind. The adjusted Champions are still powerful, but now our Development Team can produce content that is challenging and exciting to a more varied roster. When we initially launched 12.0 there were some things we got right, but a lot that we got wrong. We have listened, and learned a lot from this experience. We highly recommend heading to our official blog which I have linked below to see the full scope of these learnings, and how exactly they were implemented, and will be moving forward.[redacted]   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

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Hello,Thank you for taking the time to back in touch with us.We would like to once again apologize for any confusion that this matter may have caused. When the Parry Mastery was updated, the Parry node buff was not. Due to the fact that node buffs function differently than Mastery's it is possible for updates to one not to apply to the other. With that being said we understand that this is inherently confusing, and goes against our original intention of the update. We will be updating the node buff Parry to function identically to the Mastery it shares a name with, and as a showing of good faith we have provided 500 Units to your account for the confusion. 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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is the best they are going to do. I will advance to the legal system at this point, as it is beyond the scope of the Revdex.com's ability to enforce action. I appreciate sincerely your assistance with this matter, regardless of the poor end results, and thank you for what you do.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:there are 39 pages and counting on bug that haven't gotten fixed. They just released an update and nothing was fixed. [redacted]Sincerely,James[redacted]

Complaint: [redacted]I am rejecting this response because:I am rejecting this response because:you have failed to prove to me that I did violate any terms. You share the details of your investigation so I have no chance to defend myself. Therefore I want a full refund of all the money I've ever spent with you. Or the account unbanned.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: Contacting Support is indeed useless. I recently had a 3 ticket, 20 emails conversation with your support and the only thing I received was template replies and when I requested a manager or someone that has a brain to actually try to understand my complain and issue my tickets were just closed. I’m not sure how you expect to receive information from us like this. Furthermore, each agent provided incorrect and contradictory replies... I DESERVE comesation for the HORRIBLE service you provide and the flawed game you give us. I don’t mind to open 10 Revdex.com cases for each issue I encounter until I get corresponding compensation because your customer service is as useful as a house made of toilet paperSincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/10/09) */
Hello [redacted],
Thank you for taking the time to submit this case to us. We are very sorry for any inconvenience, or confusion that this issue may have caused you, but after reviewing the details associated with the account in question, it does...

appear that this account was banned due to a violation of our Terms of Service. We do apologize if this was not made clear in your initial inquiry, and we assure you that moving forward we will do our best to provide more transparency with regards to issues such as these.
Please understand, however, that as the sharing of account information is strictly prohibited by our Terms of Service, we did feel that this was the necessary course of action to take, and as it does appear that you are not the original owner of this account, we do apologize but we will be unable to overturn this suspension.
We thank you for your patience and understanding in this matter.
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.)
This is the same generic answer I am give me each time I request assistance from them. I fully understand if that account needs to be banned. At this point the only thing I am requesting is to be reimbursed for the money that I have used to upgrade and enhance the game. I would appreciate a refund since I did not know that I was in breech of the terms of service. Thank you.
Final Business Response /* (4000, 11, 2015/11/04) */
Hello [redacted],
Thank you for the update. We are very sorry for any inconvenience that this issue may have caused, but please understand that we will be unable to honor your request as we cannot offer the reimbursement of Mithril from an account that has been banned or suspended for Terms of Service violations.
Please understand that it is ultimately the player's responsibility to review our Terms of Service, and that by utilizing our services, you agree to these terms.
You can view our Terms of Service here: https://www.kabam.com/corporate/terms-of-service
Thank you for your patience and understanding in this matter.
Best regards,
Kabam Support
Final Consumer Response /* (4200, 13, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When you download the game and install it onto your device, where does it say "It is the players responsibility to review and abide by the terms of service."? I have been playing Kabam games for over two years and there has never been a prompt to review the terms of service.
Furthermore, I was not asking to receive a mithril reimbursement to the account that was banned. I was asking for the option of recieving mithril to the account that I currently have under the correct e-mail address. That, or I would like a partial refund in the form of a check or an Apple iTunes credit.
I would understand the nature of your banning and subsequent refusal to allow me to play again if only I had agreed to the terms of service prior to playing the game.
May I remind you that I contacted you to change the e-mail address. I would not have intentionally done that if I had thought it was a breech of terms. Regardless I am looking for an answer a little more substantial than an automated response which gives the appearance of indifference toward the unsatisfied customer.

From: [redacted] Sent: Monday, September 19, 2016 12:17 PMTo: info <[redacted]>Subject: Complaint ID: [redacted]
 
Dear Sirs,
 
I am still waiting to hear back from you regarding Kabam's response to my rejection of their response. I would really like to get this matter rapped up. It seems to be taking a long time.
 
Kabam continues to completely ignore the main concerns of my complaint. Wording that Kabam themselves wrote, which appears at the top and bottom of the offer clearly states that the purchaser will receive 3x 2550 units, or 7650 total units. Whether Kabam did not intend to give the purchaser 7650 units is irrelevant, it's what they put in the offer and they have collected money from me for said offer, and they are not giving me what I paid for.
 
Kabam states in their response: "we clarify that the offer is three times the value of the original offer in the advertisement". This is completely untrue as there is no original offer mentioned. It appears as a stand alone offer. You can see this to be true in the screen shot I attached to my complaint.
 
Kabam needs to take responsibility for what they wrote in the offer, whether they made mistakes in writing it or not. They can't just keep ignoring it. I've even offered to accept the 7660 units in lieu of a refund. This would cost Kabam nothing at all and we could get this settled.
 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/12/19) */
Greetings [redacted],
Thank you for opening this case. If we understand correctly, you have some concerns related to potential bias by a Kabam employee as well as allegations of favoritism towards certain members of the Hobbit: Kingdoms of...

Middle-earth "Fellowship" group. We are very sorry to hear this, but we will be glad to address this matter for you!
We assure you that providing our community with a fair and balanced gaming atmosphere is a top priority for our team, so this is a concern that we take very seriously. Rest assured that our team will be investigating these allegations, though we would to clarify the following:
First, with regards to the Hobbit: Kingdoms of Middle-earth Fellowship group, please understand that the majority of the members of this group are comprised of members selected by our community via election. If you feel that the feedback that these players are providing to our Game Team are not representative of the community as a whole, there will be additional opportunities in the future to elect new members to represent these interests.
Next, with regards to the allegations of players breaking forum rules - we will be happy to investigate this matter further. Our team will be contacting you shortly via our ticketing system (Case # XXXXXXXX) to request additional information. Once we can learn the specifics of what occurred, we will be more than happy to ensure that the appropriate actions are taken.
Finally, with regards to the suspension of your Forum account, our team will be reviewing this matter, though if you have any specific inquiries, we would like to discuss these concerns in Case # XXXXXXXX as this would be a more secure avenue to discuss your account details.
Thank you for your patience and understanding!
Best regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 7, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am disappointed with this response and do not accept it! Below will explain why;
The fellowship's original members were not chosen by the players, they were hand picked by Kabam for whatever reason (as the reason for these players being picked has never been disclosed). More recently we have had 5 new members elected. Only 120 players in the entire game bothered applying for the fellowship (most view it as pointless and ineffective) and of those 120, Kabam hand picked 20 candidates that the community were allowed to pick from. So I strongly disagree that the fellowship was elected by the playing community. Also the fellowship currently comprises of THIRTEEN members- so the FIVE (out of 20 choice we had) that were elected is NOT THE MAJORITY. It is lies or misunderstanding of their own game like this, that frustrates players so much.
Someone contacting me in the form of a ticket: I have already been contacted which is great, however I haven't heard back since sending my reply. The ticket system is broken, and is criticised by all the players- even fellowship members have openly criticised customer support on the forums. So I sadly hold very little hope that my issue will be resolved through this communication channel. Usually with instances like this (from previous experience with customer support) they will say the same copy and paste.. we take it seriously... will investigate thoroughly... and then 'we will be unable to divulge the outcome of the investigation due to privacy reasons'. Then we never hear back and the ticket is closed. So again, I hold very little hope for it being resolved in a satisfactory way.
MIDDLE GROUND: I would like official acknowledgement I was wrongly banned. It would go a long way to restoring my faith in Kabam if they prove they respect their customers and are willing to admit when a clear failing has happened on their part.
Secondly I would ask for the scrapping of the player moderator system on the forums. It is grossly unfair some players can ban other players, especially when the player moderators are biased towards some users and unprofessional. Only yesterday a fellowship member who is also a moderator (threads have been started calling into their question their integrity many times) stated clearly that Kabam are interested in catching cheats, and they don't care that players cheat. This was rather funny, considering Kabam try and shield the fellowship and player moderators from player criticism, yet the fellowship and player moderator, saw no problem in directly accusing Kabam of refusing to enforce their own ToS.
So that is my MIDDLE GROUND... I would view this matter satisfactorily dealt with if I receive an official apology for being wrongfully banned and the removal of player moderators- considering Kabam moderators are on the forums daily ([redacted] doing a particularly good job) there really isn't a need for player moderators anyway. I'm even willing to let the unprofessional employee who gave me the unjustified ban of the hook, and drop my [redacted] against them. That is my compromise, because though I am still unhappy with that employee for playing favourites (evidence has been submitted in the ticket case) I would accept the apology as a sign that Kabam acknowledge I was wrongly banned.
Kind Regards,
[redacted])
[redacted] Response Date bumped because: Holiday
Final Business Response /* (4000, 9, 2016/01/13) */
Hello [redacted],
Through our correspondence with you in Case XXXXXXXX, it does appear that we have come to a resolution regarding the matters that you have brought forth. While we would like to apologize for any inconvenience caused by these issues, we hope that the information that we have provided has helped to bring some clarity to this matter. We thank you for your support!
Best regards,
Kabam Support
Final Consumer Response /* (2000, 11, 2016/01/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Through the correspondence of this ticket I finally received confirmation I had been wrongly banned. It makes me feel vindicated and the apology was welcomed.

Initial Business Response /* (1000, 5, 2015/11/03) */
Hello,
Thank you for taking the time to submit this to case to us.
We would first like to apologize for any frustration the Champion balances may have caused. Deadpool was one of many Champions that were balanced in July, and his power was...

toned down to better reflect the current state of the Contest. With the masteries that were introduced around the time such as Willpower Deadpool's regenerative abilities were much to cumbersome to fight against in Arenas and it was a popular community concern.
With that being said though we did tone down some of his excessive power the Champion is still very strong, and is by no means rendered obsolete by these Champion balances. With that being said as a showing of good faith for the frustration we have allocated 275 Units to your account. We did want to mention that we will be enforcing periodic Champion balances throughout the Contest to tone down oppressive Champions, and reinforce weaker Champions and we will be unable to provide any compensation for these balance changes in the future.
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 /* (2000, 7, 2015/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It is unfortunate that Deadpool will not be restored to his former strength (what I paid for, not this water downed version AFTER I paid for him). What I do I take issue with is what you call "excessive strength" and that you state he is "still very strong" and "not obsolete". I disagree vehemently these statements.
He is not in the top ten character use list for AQ, why? Because he was so weakened, that his usefulness was destroyed in the character "re-balance". This egregious weakening made it where no serious player would use what would have been a powerful and exclusive character had it not been for your bait and switch tactics.
As far as not compensating for future character re-balanced, maybe Kabam should not directly sell us a character and weakening it like a dealership selling a car then coming in the night and changing the engine to a weaker/less fuel efficient version.

Hello,Thank you for contacting Kabam Customer Support.After a final review of your account we were able to confirm that your account has indeed been permanently banned due to the fact that the account has violated our Terms of Service, specifically using third party software to manipulate the game...

in the Labyrinth of Legends. We will be unable to discuss the exact details that lead to the action taken on your account in order ensure the security of the game. With that being said this decision is final, and will not be overturned. Regards,Kabam Support

Greetings,Thanks for taking the time to get back in touch with us.We do completely understand why players may be frustrated with the recent balance changes, or with any balance changes for that matter. However, with these changes, we feel the Contest will be in a much more balanced and fair state, and we hope more players will feel empowered to pick their favorite Champions. We understand that this may be a challenging change but ultimately we do believe this will allow us to provide the best gameplay experience possible for all of the Marvel community.As mentioned previously allocating a refund to your account is beyond the scope of what we are able to provide in this situation. We returned all in game currency that was used to purchase the Willpower mastery plus a mastery respec point, and provided all T4 Catalyst upgrade materials that were used to Rank up any Leadership Champions if sold during the following time frame: Wednesday, July 27th until August 10th. Additionally, we will be providing players with 1,500 5 Star Shards for each rank unlocked in Double Edge, Liquid Courage, or Coagulate prior to July 27th by the end of the day August 2nd. However, that is the maximum that we can provide for this matter. Thank you again for reaching out to us and providing your thoughts on this balance update. 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, 2016/01/07) */
Greetings,
Thank you for taking the time to submit this case to us.
We understand that you have noticed charges on your account that you believe to be unauthorized. Our recommendation is to contact your credit card company to replace your...

card and to report the fraud.
Thank you for your time and patience.
Regards,
Kabam Support

Initial Business Response /* (1000, 5, 2015/07/30) */
Greetings,
Thank you for reaching out to Kabam Support in regards to the recent issue you experienced in game when attempting to purchase currency packages.
We apologize for any inconvenience this issue may have caused you. We have...

investigated your account and our records do show the two packages purchased. Unfortunately it also appears that you have already spent the currency from these packages on Premium Hero Crystals which have also already been opened and applied to your account. Since the currency from the mistakenly purchased package has already been spent, and the items open and applied, we will be unable to refund you this purchase.
We apologize for any confusion, but thank you for your patience and understanding.
Best regards,
The Kabam Team

Greetings,Thanks again for taking the time to get in touch with us, and we hope you are having a wonderful day thus far. As mentioned previously we do our best to provide a clear expectation of what items are included in each and every offer, and we do believe that we met these expectations with both the [redacted]. With that being said we do appreciate your feedback, and as always will strive to be even more clear in the future. Though we sincerely appreciate your feedback, allocating a refund for these offers is beyond the scope of what we can provide. Additionally, 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 to get in touch with us, and we hope that you have a wonderful rest of your week.Regards,Kabam Support

Hello Josh, Thank you again for reaching out to share your concerns issues in the game and the service you've received. We're reviewed this case and your previous case history, and appreciate you taking the time to share your feedback about your experiences. We are always looking to improve the service we provide to our players. Currently, we are unable to verify any known performance-related issues on the server that would result in issues with latency in the game. We must confirm that the issues you've mentioned appear to be related to the device you are using or the install of the game on the device. In these cases, we would recommend that if troubleshooting does not help, you should attempt to access the game using a fresh install or another device. In this case, the troubleshooting steps we provided is the most technical assistance we can provide here. As such, you should be able to contact our Support directly in the game and we'll be more than happy to continue working with you there. Thanks again for playing Marvel Contest of Champions, and we hope you have a good rest of your weekend. Best, Kabam Support

Complaint: [redacted]I am rejecting this response because: all the information [redacted] is asking has already been sent, reviewed and ignored; Support # [redacted]. I have provided the information to them although as I say it is the same facts. [redacted] has now opened a new # [redacted]. Thank you.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/06/02) */
Hello [redacted],
Thank you for taking the time to reach out to us here at the Revdex.com about concerns regarding your recent issues with purchasing and your experience with Support. We certainly understand that the frustration...

caused by such instances can be severe, but our Support is there to help.
We have pulled the records of your account and the purchases made both for Diamonds and purchases made using Diamonds. After these reviews, we are not showing any purchases that did not get rewarded in the appropriate manner. When purchasing methods such as those with a financial institution are concerned, we suggest that players contact their Bank or Credit company to make sure that purchases to our games are authorized and verified in future instances.
With this in mind, large purchases made in game will sometimes get put into a pending status if you have not informed them of the spending patterns in game.
As for the chance based Chests, we are not showing any particular issues with any of the items that you have opened in your inventory. Please note that Chance Chests such as the ones you are referencing will contain chances to win the items contained within and do not guarantee those items. Those Chests are indeed functioning correctly and are paying out the correct items and amounts.
We apologize for any possible confusion or inconvenience that this particular set of issues may have caused in your gameplay experience.
Regards,
RockYou Revdex.com Support
Initial Consumer Rebuttal /* (2000, 7, 2015/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It took a very long time to get this cleared up, when the business only needed to provide a reassurance to the dispute, this took about 4-6 days. I am happy that they took the time to resolve the conflicts, and am very greatful for [redacted] help in resolving the dilemas.
As for the mystery boxes, I am more then understanding of how these work, my main issue is how they are advertised deceptively. For instance let me make a comparable to provide some basis on the "chance" based products. This is pretty much identical to buying a pack of basketball cards, you don't know exactly what your going to get, your given a general idea of the possible winnings that are based on chance. However the collector card companies state the odds clearly on the boxes and such to prevent illusive marketing tactics, or any dispute there of. Every item they offer in collector card packages have the odds stated based on the category. The odds of winning that item category with the exception of the base cards, which you get in every pack is clearly stated on the boxes.
So I do still believe that the marketing tactics are misleading. This is something many players in this game agree with. My middle ground suggestion is quiet simple, just state the odds of winning the prizes. Or make a web page, that lists the odds for each box item that can be referenced too in the advertising messages. This way no one feels cheated, or like they've been deceived. This can also help your company never to receive another similar complaint, as there wouldn't be any argument unless the odds listed are incorrect.

Initial Business Response /* (1000, 8, 2015/07/08) */
Greetings,
Thank you for taking the time to submit this case to us.
After fully investigating all of the tickets submitted to us under the email [redacted]@me.com (and specifically XXXXXXXX) we do sincerely apologize for the amount of time...

it took to resolve this matter. It should not have taken as long as it did, and this is why the Lead who handled your case gave you much more than we would normally grant in a situation such as yours.
As it stands we believe that the allocations granted to you for this issue, and the amount of time it took to be resolved, was more than adequate and will be unable to allocate any more at this time.
Thank you for your patience and understanding in this matter and again we apologize for the amount of time that the resolution took.
Sincerely,
Kabam Support