Kabam, Inc.

Hello,Thanks again for taking the time to submit this to case to us.As mentioned previously we have taken great strides in improving the performance of Marvel Contest of Champions, and this is especially true of 14.0. With that being said we completely understand that progress is never final and we will be improving the performance of The Contest on as many devices as we can well into the future. However, in order to maintain the integrity of the game allocating any resources to your account 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.
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

Hello,
Thank you for writing to us, here at Kabam Support.
We reviewed your submission, and it would appear that your account was recently compromised and you are dissatisfied with the assistance we provided in this case.
We are sorry to hear that your account was compromised, and we...

apologize if the assistance we provided was not sufficient to you.
Please understand that as per our Terms of Service, each player is responsible for the security of his/her account. With that said, it is important to consider that any losses in the account due to a compromise outside of Kabam's control won't be subject to refund or return.
Our Terms of Service can be found here: [redacted]
We have checked with our development team, and we were unable to determine any server-side breaches of security which would cause any player's information to become publicly available. Based on current Support Tickets we have recently received, we are also not seeing an increase in reported account compromises, which if present, would indicate a server-side breach. Thus, your account appears to have been compromised due to the information being revealed outside of Kabam's control. Potential ways the information could have been revealed are as follows:
Your login information was shared with another player
Your account and login information was previously provided by another player, and the information was not changed
Your login information was entered into a fake Kabam website that has recorded the information
Your login information was entered into a third-party website offering fake game services
Malicious malware on your device has recorded your login information when entered into the device or on the app
Malicious malware on your personal computer has recorded your login information when entered into a Kabam website, or other location on the computer
Considering that this compromise was outside of our control, please understand that any sold champions due to such compromises are subject to our Champion Restoration Policy.
As per our Champion Restoration Policy, each account has a limit of five champion restorations per account. With that said, please understand that the five champions we previously provided to assist you are the most restorations we will be able to provide for the account. This policy applies to all players and all accounts, so please know that no player receives more than five restorations on an account unless we found that a compromise was due to a breach of security on our part, in which case the normal policy would not apply.
Please know that we will be more than happy to further assist you with securing your account if you have any standing concerns. Please feel free to contact us directly at Kabam Support for further assistance with securing your account. Thank you very much for your patience with us.
Best regards,
Kabam Support

Initial Business Response /* (1000, 5, 2015/11/17) */
Hello [redacted],
Thank you for taking the time to submit this case to us. If we understand correctly, you have some concerns related to a considerable loss of troops due to your Hero becoming unassigned, and we will be glad to address this issue....

We certainly understand how frustrating this may be, so we hope that this information helps to bring some clarity to this matter.
While we do realize that you may have transported a considerable amount of gold to your city prior to these attacks, please understand that due to lag or other connection related issues, there can sometimes be a synchronization delay between the user's device and our servers. Due to this delay, there can sometimes be a discrepancy between what the user sees on their device, and what is actually occurring on our server end. Due to such a delay, it can appear as though gold has been transported and received, when this may not necessarily be the case, and due to this the hero becomes unassigned as there is insufficient funds to maintain its role.
To prevent these synchronization issues from occurring, we would highly suggest performing Force App Refreshes regularly, and ensuring that you are connected to a stable network connection. To perform a "Force App Refresh," open the Player Info menu by selecting your kingdom name on the top left corner of the game screen, select the "?" icon on the top right, and press "Force App Refresh." We hope that this information helps to clear things up!
In the meantime, while it is likely that your Hero became unassigned due to this synchronization delay, we do realize how confusing an issue like this may be! As an accommodation for your troubles, we have provided a partial restoration of the troops to your first city. You may need to perform a "Force App Refresh" in order to see this change.
We thank you for your patience and understanding! Should you have any other questions or concerns, please feel free to let us know and we will be glad to help!
Best regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This may have been an acceptable response when I made the initial ticket to customer service. Instead, Kabam did nothing remotely close to an acceptable remedy requiring me to spend more time and energy seeking mediation through the [redacted]. This is absolutely ridiculous. Had this offer been made initially, I more than likely would have accepted it. But now, absolutely not. Restore my troops. ALL of them.
Your customer service and general disdain for your paying customers is downright appalling. This was your hardware and software error and a complete bumbling by your customer service requiring additional and unwanted effort on my part.
I want ALL of my troops back!
Final Business Response /* (4000, 9, 2015/12/01) */
Hello [redacted],
Thank you for the update, and our sincerest apologies for any inconvenience or confusion that this issue may have caused. While we certainly understand how frustrating it may be to lose such a considerable amount of troops due to a synchronization or display discrepancy, please understand that as your gold transport may have arrived after the opening of your city, this is the likely reason why your Hero was unassigned during these attacks.
While we do apologize as we will be unable to provide a full restoration of the troops lost in these attacks, due to your standing as a loyal supporter of Kabam, we have provided an additional restoration of troops, as well as a package of Monday Marvel Chests as an added courtesy for the troubles. We hope that you find these items helpful in your adventures, and we hope that you find our resolution to this matter satisfactory. Should you have any other questions or concerns, please feel free to contact us, and we will be glad to help!
Best regards,
Kabam Support

Initial Business Response /* (1000, 5, 2015/12/30) */
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 may have caused you. We have received reports of various performance issues on several platforms from...

a few players, and we are is currently optimizing the way the game runs on as many devices as possible to ensure the experience is a smooth one. Additionally, we are making changes to the infrastructure so that crashing is less punishing for players. We recently implemented a system that checks to see if your device crashed and reinstates your progress as if the crash never occurred. We did put a limit on how many times this occurs to ensure the integrity of the game, however, we are still exploring options to help players with crashing and performance issues.
To help provide some additional context we have no way of adjusting player win streaks or guaranteeing certain outcomes would have resulted from events had players not run into issues. With that in mind, it is difficult for us to allocate prizes based on outcomes that may have happened, or alter the results of the event as they have been recorded. With that being said we would like to do our best to address your frustration so as a showing of good faith we have provided 1,000 Units 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

Complaint: [redacted]I am rejecting this response because:
It's very simple. The company can compensate players for in game losses that come as a result of poor programming, they simply CHOOSE not to. Let me be very clear: this is not because  This is a case of exceptionally poor customer service. 
 
This company has a regular history of poor customer service and I want the official record to display that fact. Here, we see yet another blatant example.
Sincerely,[redacted]

Initial Business Response /* (1000, 6, 2015/12/26) */
Greetings[redacted],
Thank you for submitting this case to us! We understand that you have some concerns related to cheating within the Hobbit: Kingdoms of Middle-earth, and we will be happy to address this matter. We certainly understand the...

importance of maintaining the integrity of our realms, and we assure you that this is a top priority for our team.
While we do apologize as we cannot go into the specifics of our anti-cheating measures due to security reasons, please understand that our team actively works to prevent this type of activity within the game. We realize the negative impact that cheating can have on our community, and as the exploitation of game mechanics and the use of third party programs are strictly prohibited by our Terms of Service, these are issues that we take very seriously. We assure you that are very active in enforcing our Terms of Service and continue to act against violators by issuing player suspensions and account bans. We hope that this information helps to bring some clarity to this matter.
Finally, with regards to your request for a refund of your pruchases, we must inform you, however, that we will be unable to honor this request as this action would be against our Terms of Service. You can can refer to section 7 for more details regarding Kabam's refund policy.
[redacted].
We thank you for your patience and understanding!
Best regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 8, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First all, I hope you enjoyed your holidays.
Secondly, I would like to express how completely disrespected I feel with your response. In ways I am disgusted as well.
Your Statement:
"While we do apologize as we cannot go into the specifics of our anti-cheating measures due to security reasons, please understand that our team actively works to prevent this type of activity within the game. We realize the negative impact that cheating can have on our community, and as the exploitation of game mechanics and the use of third party programs are strictly prohibited by our Terms of Service, these are issues that we take very seriously. We assure you that are very active in enforcing our Terms of Service and continue to act against violators by issuing player suspensions and account bans. We hope that this information helps to bring some clarity to this matter."
This is a laughing stock. You may not be able to mention it publicly on the Revdex.com, but like I said I volunteer and work with your team. I have shown loopholes in the security system in which I worked with dev team to try and correct. Your hobbit team has countlessly told us that they have no way of tracking automation and third party tools. You guys cannot even track emulators correctly. You have no way to track third party unless it is third party currency transactions. How would you feel if a program currently that is currently being shared around on chats which allows players log on any users account free of will, released to the public. It can be done, lots of players are using it now. You say you actively pursue your security?! I cannot believe your response, I have a non-disclosure with your company that permits me to more information. This is a joke. I constantly show the problems in the security and nothing is done period. Once again, your team publicly admitted that it has no way of tracking automation tools, and that its focus is to build features that do not encourage the use of those tools. How would you feel if that program is released to the greater public? You think the Revdex.com would be the least of your worries? Itunes and Google will be flying to kabam's doorstep. Kabam and the hobbit team do absolutely nothing when it comes to security, nothing! I do not volunteer alone, and the rest of the members that speak to your hobbit team would be willing to admit it publicly how Kabam has stated that they cannot track automation!
What about how I showed you the way players are able to join any alliance by just changing a few numbers in your code? Oh yea, would you like me to put that video to the public? Kabam acted, it changed the code into SSL coding, but youtube shows how to translate ssl coding, which still allows this to happen. You think this is right? How about my payment status which is shown in your awful coding, you make that easily viewable through the use of programs.
I have been the most honest player, never did anything against the ToS besides language, shown you so many flaws in your security system, to make this game better for the rest of the community, but all you do is lie. I have helped your team raise revenue for this game, with constant feedback. I have helped educate your employees more about player perception and how things work , because your employees do not play the game. This is just silly.
Next:
You only replied about my cheating. I wrote a 10 page letter to you, not only about cheating, but about glitches your game produces, your customer support, your live teams operations, and many other things, and all you did was give me a two paragraph response publicly lying that you actively pursue cheating?! I can promise you, I can expose Kabam completely, while not violating my Non-disclosure agreement.
In my original letter I wrote about the targeted mith purchasing offers, since I have sent this letter, 5 times now, the buy 1600 mith get 1600 free has been offered, and all 5 times I was not included.
Next:
Did you not even look at any of the glitches, before I sent this letter, one of your live team members made a chest , Random Dwalin Gear Chest, in this chest , it gave Dwalin amulet an above average drop rate, that live team member did this unknowingly that the amulet was meant to be rare still. After I notified your team, they quickly lowered the chance of obtaining this amulet, but the damage was done a half hour in. The response I received is that the saturation is not as big as it seems, but does that make it any less right that players spent 1000 dollars to get that amulet and then others get it for free? Also, what about the 1000's of players who missed out on the first 30 minutes of the better drop rate? Does that all seem right that they should be punished? No, it doesn't.
Next:
You are saying refunds are against the terms of service? Why do you continue to lie? A member of our team received 30000 mithril back from you, I can even go to his Revdex.com case, in which you refunded mithril, and his complaint was not nearly as bad as mine. Also, what about that player on server 245/145 , in which you returned 30000 DOLLARS of mithril back to his account. Should I list his name publicly along with his user ID and the support agent in which that helped him? Are you going to lie to the Revdex.com about that too?! What about the hundreds of players that run to itunes and google to get refunds and then invest that money back into hobbit, is that ethical in anyway? You also clearly cannot trace players who do that.
The management of the hobbit game and the overall management at Kabam is awful. You do not care about your customers at all, you only care about stealing money. This reply angered me more. It is sad that you cannot admit your mistakes and do the right thing.
I ask that you re-read my original complaint, if not get someone who will actually read it, and I ask that you honor my original request of getting the dev team to actually work on their security. I understand they do not have the manpower or resources right now to invest into security. I was told this, by your own team, but it is a joke that a billion dollar company cannot get better security, or like I said, would you rather a program that takes 10 minutes to build be released to the public and everyone's account is opened? Is that what you want? Kabam always takes this path, they only act once everything gets really bad, they do not act early. The one time you acted early was when I caught your bug with the troop duplication and showed a video right away off your Test Server in which only my team along with your Kabam employees have access too. You know why you acted early? Because it is a bug , and if everyone duplicated troops, it would have been the death of hobbit kom because you would not have been able to re-roll everyone back .
If [redacted] wants, he can contact me on line, he has my contact info there, as he is one of our group chats, I can be reached by phone as well.
I want a signed check of half my invested money returned to me, your response was completely disrespectful. I have bailed your team out in many ways, and I can't even get a serious response. Once again, I am willing to speak over the phone.
Thank you
Final Business Response /* (4000, 11, 2016/01/20) */
Hello[redacted],
Thanks for reaching out with your concerns. Your frustration comes through loud and clear, and we are truly sorry that we've reached a point in our relationship that you felt a complaint via this medium was your only recourse. We want to assure you that it is not. In order to demonstrate that commitment, we've opened up a ticket regarding your concerns, and you will be assisted by both a Senior Customer Service Agent as well as the Customer Support Lead for Kabam Support. You'll receive an email shortly, the ticket number is[redacted]
I hope the efforts outlined above are sufficient enough to convey our desire to resolve your concerns and issues.
With that in mind, we ask that you maintain the trust and confidentiality that we've established in our nondisclosure agreement. As part of the Fellowship it's important to be conservative in your remarks that could be interpreted as internal policy, procedure or otherwise.
We thank you in advance for your cooperation, and look forward to continuing this conversation. You'll receive an email shortly from us.
Regards,
Kabam Support

Initial Business Response /* (1000, 5, 2015/12/23) */
Hello,
Thank you for taking the time to submit this to case to us.
From what we understand you recently linked your account to a Kabam ID, but have been experiencing difficulty receiving the rewards for doing so. We would first like to...

apologize for any confusion, or frustration that this matter may have caused, however, we were able to verify that the rewards for linking your Kabam account were provided to your account on 11/12/2015, 12:33:41 AM.
We are not sure where the confusion is coming from, and in these situations we are typically unable to provide the rewards to players accounts as we were able to verify that they were received, however, we have decided to make an exception for you in this case and have provided the 100 Units, and Energy Refill to your account as a showing of good faith.
We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week.
Kind Regards,
Kabam Support

Initial Business Response /* (1000, 5, 2015/08/28) */
Greetings,
Thank you for taking the time to submit this case to us.
We would like to sincerely apologize for any confusion or frustration that this issue has caused you.
After investigating your account further (the KOM account...

registered to the email address [redacted]@hotmail.com) we were able to determine that your account was temporarily suspended from the game for the use of a 3rd party application. This goes against our TOS and will not be tolerated.
We apologize for the way in which your tickets were handled previously on this matter. With the recent increase in suspensions/bans for activity such as this we are reviewing our current process on how support will handle these tickets.
If you have this issue in the future, which hopefully you do not, you will be informed as to what behaviors you were affiliated with in order to cause the actions on your account.
Again we apologize for any confusion we caused and assure you that we are always working to improve our services.
Sincerely,
Kabam Support

Initial Business Response /* (1000, 5, 2016/01/29) */
Greetings,
In the near future Kabam will no longer be supporting the game Divine Might. We have been working with the current developers as well as the new owners and operators of the game to facilitate this transfer as well as answer all...

current and future support tickets and [redacted] cases submitted.
With this in mind we will not be able to give you a concrete resolution at this time, but rest assured that during this process we will be working very closely with the new owners to ensure your issues are handled accordingly.
Regards,
Kabam Support

Complaint: [redacted]I am rejecting this response because:
 
I am a bit confused. Is this supposed to be a new response from Kabam? It is word for word the same as their response from 9/9/16. If you are just showing me their old response, then nothing has been done about my rejection of their response. Kabam needs to be held accountable for the wording in their offer. Regardless of it's what they intended or not, they took my money for a specifically worded offer and did not deliver what was promised in the offer. Please see the attached screen shot of their offer. Kabam can't just keep ignoring that they wrote this offer. I would not have purchased this offer if it was just 2550 Units as they say. I was expecting what was written in the actual offer.
I am not disputing the base value of this offer, which is 2550 Units. However, at the very top of the offer it clearly says 2550 X 3 Units in large, bold letters/numbers. What other meaning are you supposed to derive from this than 7650 Units? Furthermore, at the bottom of the offer, it states that you get three times the value when you collect every day. Again, what else can this mean other than 7650 Units? There are no other numbers or offers mentioned other than the base value.
Kabam says, "we clarify that the offer is three times the value of the original offer in the advertisement". This is not true as there is no original offer mentioned in the Premium Daily Card offer. Please check the attached screen shot to verify all that I am saying.
As I have stated before, I will accept the 7650 Units credited to my account in lieu of a refund, so it will cost Kabam nothing to quickly clear up this matter. What I will not accept is Kabam continually ignoring what they wrote in their offer. I understand that mistakes can be made, but when money is exchanged, those mistakes have to be rectified.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:once again no specific reason or proof! If this did happen I would think it would be easy enough for you to look into your records and see that I recently changed the email associated with this account because I lost control of the original due to hacking. if third party software was used I would have to say it was someone trying to take control of my account during this time. I have since changed the email with you and taken control of my account but if something did happen in that time then I honestly dont see how I can be held responsible for it. The fact remains though that is is simple textbook FRAUD AND THEFT. Kabam took my money for the digital items purchased on this account then simply banned me without reason or proof and no recourse in the matter. still to this date has provided no specific reason other than possible third party software, and no proof of violation. I ask this case be moved to arbitration or whatever legal recourse I have in the matter. thanks for your time and consideration in this matter...
Sincerely,
[redacted]

Hello,Thank you for taking the time to submit this to case to us.Our records indicate that your account has been banned for violating our Terms of Service, specifically in regards to account sharing and/or the use of third party applications that alter the mechanics of the game. In order to ensure...

the security of our game, we will be unable to share exact investigation details that led to the action taken on this account. For further information on our Terms of Service, please see:[redacted]Due to the results of our investigation the account will remain permanently suspended/ This decision is final and will not be overturned. Regards,Kabam Support

Initial Business Response /* (1000, 5, 2015/10/16) */
Hello,
Thank you for taking the time to submit this to case to us.
We understand how frustrating it can be to place in an event lower than you had originally anticipated. With that being said this matter was discussed at length with our...

Support's Leadership Team, and your Alliance Leader, The Legend. After investigating the issue and discussing the matter with your Alliance leader, we came to the resolution of providing a Tier 4 Basic Catalyst, and a Tier 4 Class Catalyst Crystal as a showing of good faith to you, and the rest of your Alliance. This allocation was approved by your leader, and allocating any additional items to your account is beyond the scope of what we can provide in 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
Initial Consumer Rebuttal /* (2000, 7, 2015/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This was the best kabam could do and so we said yes. But that doesnt mean I am not taking action in other ways.

Initial Business Response /* (1000, 6, 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 confusion that this offer may have caused. With that being said we are glad that you have given us an opportunity to help resolve...

this matter for you.
To provide you with some context we run offers to a small section of the community in an effort to test promotions out on a smaller scale. This allows us to gain valuable data and insight on how they perform, and allows for us to tweak them here and there prior to adding more players to the promotion. With that being said there are times the promotions do not meet our expectations so we only run them a few times, and decide to change them into something different entirely.
Additionally, we wanted to let you know that manually activating any offer, or promotion is beyond the scope of what we can do in this situation. With that being said we have noted that you would like to participate in a similar offer in the future. We can not guarantee a time frame as there are a large amount of players in the Contest, but we would suggest keeping your eyes peeled for any special offers especially in the next few months.
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 Business Response /* (1000, 5, 2015/08/18) */
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 you. With that being said after reviewing your account we were unable to verify the...

discrepancy you have reported. Upon reviewing your account again we were able to identify that all Catalysts that have been claimed from your Stash, or that have been placed in your inventory have been successfully used.
We would like to sincerely apologize for any confusion that this matter has caused, however, due to the fact that we were unable to verify the discrepancy you have reported allocating any additional Catalysts to your account is beyond the scope of what we can provide in this situation. Thank you for taking the time out of your day to contact us, and we hope that you have a wonderful day.
Regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 8, 2015/08/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response given by the representative from Kabam was very inaccurate. It does not reflect the contact that was made by the company, after I filed my complaint. I thought there finally responding to me was because of Revdex.com, and Garrett stated he would escalate my ticket to the Game Team, after finally understanding my IN GAME INVENTORY was wiped out, NOT my stash.
I attached copies of the emails. And then Garrett e-mailing stating my ticket would be closed, and follow up would be through Revdex.com. I can submit copies of all emails upon request.
The company response is a copy of the Kaban's e-mail response sent to me prior to my complaint, which clearly shows the company not understanding my issue and stating wrong information. They just want to close the case, and expect me to accept their erroneous findings. I am not.
I have spent thousands on this game, including time and effort. I have put up with glitches, a 4*character disappearing and Kabam doing nothing, shut downs during matches, and their total disregard for their customers because of money, and their ignoring feedback and complaints. I am just as important as any other customer.
The items in my INVENTORY I worked hours for, some I had to buy like my class specific tier 4s, because of no arenas. I didn't delete them, actually that day had been doing arenas to rank up people and moved my catalysts out of my stash for rank ups, after the Tier 4 basic arena. I went to count them, and everything was gone.
I want my whole inventory from the morning of August 9th, 2015 EST restored. I want my tier 4s, both basic and class specific too.
List:
2 tier 4 base catalysts
1 tier 4 Mystic catalyst
1 tier 4 Science catalyst
1 tier 4 Tech catalyst
1 tier 3 Cosmic catalyst
1 tier 3 base catalyst
4 tier 2 base catalysts
4 tier 2 Mutant catalysts
3 tier 1 base catalysts
These are what I can remember.
Thank you.
Final Business Response /* (4000, 15, 2015/09/23) */
Hello,
Thank you for taking the time to get back in touch with us.
We would like to once again apologize for any confusion that this matter may have caused. We are unsure where the confusion is coming from, but after reviewing your account another time we have been unable to verify the discrepancy you have reported. Tier 4 Catalysts are among some of the most valuable items in the game, and allocating them to your account without verification that any are missing is beyond the scope of what we can provide in this situation.
We understand that this matter has been frustrating for you, and we would like to sincerely apologize for this, as this was in no way our intention. With that being said allocating such a large amount of high value items to your account in this situation would be unfair to the community. In order to maintain the integrity of the game we will be unable to accommodate this request, and any subsequent requests for Tier 4 Catalysts in regards to this specific situation.
Regards,
Kabam Support
Final Consumer Response /* (4200, 18, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like my tier 4s back, or their price in units. The Kabam representative stated that they have no proof that their was a discrepancy, and there is no proof there was not. Read their reviews in the Google play store, there are a lot regarding crashing, especially after upgrades.I spent money to get those catalysts.

Initial Business Response /* (1000, 9, 2015/09/26) */
Greetings,
Thank you for taking the time to submit this case to us.
We would first like to address your concerns of cheaters and those who will use 3rd party sites to purchase Mithril. Please know that we do take actions against those we...

find cheating within the game and those who purchase from these 3rd party sites. Anyone who is found cheating is actioned accordingly and we have continued to improve our systems of detecting this type of activity.
Now on to your statement that the targeted offers and random offers we have are against our Terms of Service. There is nothing in our Terms of Service that says we will not run promotional events from time to time and it does not state that each of these events has to be presented to every player. From time to time we will run promotional events aimed at people who have not logged into the game in awhile, there are some promotions that are sent to players at random (these players are chosen randomly out of the database of email addresses we have registered to Kabam.com accounts), there are some promotions sent to players as simply a survey and if you complete the survey you are eligible for a prize or reward.
As it stands these promotional events you are referring to are not against our Terms of Service. The statement that we strive for equality in our games is based on game play and game mechanics and not monetization. Many companies within our industry and within other industries use this type of promotion all the time.
Regards,
Kabam Support

Complaint: [redacted]I am rejecting this response because:
1. The person(s) did not read the complaint.
2. The person(s) may not be capable of understanding the situation of items purchased with loyalty expiring unused due to their issues and bugs.
3. The person(s) may be outright lying about issues in the example they pointed out but fortunately is evidence contrary to their claims such as this picture found here: [redacted]
4. The person(s) neglect to recognize that obtaining a very large sum of monies that some semblance of customer service is expected and owe; at the very least, competency in the comprehension of the english language.
5. A refund of loyalty and some form of compensation has yet to be initiated.
 
Sincerely,[redacted].

Initial Business Response /* (1000, 20, 2015/08/13) */
Hello,
We can certainly sympathize with your position and understand how frustrating these situations can be. We will be happy to address your concerns with your Knight unassigning and the associated troop loss.
We would like to do our...

best to resolve this for you and to that end, we have added 12.5 billion Might in various T1-T4 troops to the first city in your kingdom Tëö on world 130. We understand that this is less than the amount you've requested back, and we apologize for any inconvenience this may case. As the combat and defense mechanics themselves are working correctly, we feel that this is a fair resolution for your case.
As always, please feel free to contact us if you have further questions or concerns and we will be happy to assist you.
Sincerely,
Kabam Support

Initial Business Response /* (1000, 5, 2015/12/19) */
Greetings [redacted],
Thank you for submitting this case to us! If we understand correctly, you have some concerns related to the disappearance of items from your Hobbit: Kingdoms of Middle-earth account. We are very sorry to hear this, and we...

assure you that we share your concerns! We certainly understand how frustrating it may be to lose items due to circumstances that are out of your control, and we assure you that we will do our best to determine what may have occurred, and provide you with a satisfactory resolution to this matter.
Upon reviewing your ticket history, we did find a case (XXXXXXXX) associated with a considerable loss of might. Can you confirm if this is the instance of lost items that you are referring to? If this is so, we would like to apologize if you did not find our resolution to this matter satisfactory. We realize that the allocation provided in this case is merely a fraction of what you may have lost, so we will be happy to investigate this matter further.
Upon a thorough investigation of your Battle History, we were able to verify that a number of attacks occurred, beginning on 2015-12-07 19:27:25, which may account for these losses. These attacks appeared to begin in Battle #XXXXXXXX and end approximately 30 battles later in Battle #XXXXXXXX on 2015-12-07 21:24:06.
It does appear that a considerable amount of casualties were taken on your end during these attacks as no hero was assigned to your city. This appears to be the case as a considerable amount of gold was plundered in an earlier attack on 2015-12-07 06:12:06 (Battle Report #XXXXXXXX). Please understand that in order to assign a Hero to your city to defend attacks, there must be a surplus of gold to cover your Hero's assignment costs.
We certainly understand how frustrating this may have been and we do apologize for any confusion that this may have caused. While we are typically unable to provide restorations of troops as these attacks appear to have occurred legitimately, we have provided your account with a partial restoration as a special courtesy. You may need to restart your application to see this change. We thank you for your patience and understanding and we hope that this information helps to bring some clarity to this matter. Should you have any other questions or concerns, please feel free to contact us, and we will be glad to help!
Best regards,
Kabam Support

Complaint: [redacted]I am rejecting this response because:  I still have not got to talk to anyone from Kabam regarding my ban. I spent hundreds of dollars and hours on this game.  For my account to be banned for no reason should be illegal.  I consider this theft and my lawyer feels the same way.  Legal action will be my next step. Sincerely,[redacted]