Kabam, Inc.

Initial Business Response /* (1000, 5, 2015/09/09) */
Hello Mr. [redacted],
Thank you for contacting us regarding your concern with charges made to your account through the game Realm of the Mad God. As neither Kabam nor Realm of the Mad God house billing information locally, we cannot offer a...

refund for this amount. To ensure this does not occur again please remove save billing information from your browser or from the Merchant the amount was purchased through. Currently the only billing option is through PayPal, who can be reached here:
https://www.paypal.com/us/webapps/helpcenter/helphub/home/
However if the purchases were made previous to this change, the previous two Merchants were UltimatePay and Google Wallet, who can be contacted here respectively:
https://ultimatepay.custhelp.com/
http://support.google.com/wallet/?hl=en&topic=XXXXXXX
Thank you for your inquiry and patience in this matter.
Kabam Support
Initial Consumer Rebuttal /* (2000, 7, 2015/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They pawned it off on PayPal and PayPal stepped up and refunded my money.

Hello,Thank you for contacting Kabam Customer Support.From what we understand your reason for contacting us is related to the sale of Champions by another user on your account. Though we are sorry to hear that this has negatively affected you, account security is the responsibility of the player,...

and reversal of sold Champions or any other form of compensation is not within the scope of the service we can provide. Account security is upheld on our end, and it is ultimately up to the owner of the account to ensure unwanted access is avoided. If you have not already done so we do suggest resetting the password of your account, the email address associated with your account, and finally your Gamecenter or Google player accounts if you wish to continue playing. However, if you would like to move forward with your account deletion we can do this with your permission. Please get back to us and we will permanently ban the account until we can move forward with its deletion. 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, 2015/11/12) */
Greetings,

Thank you for writing in today.
We would like to fully apologize for any disappointment that these chests have caused. There are several in-game factors which determine what rewards are granted from a chest, but please know...

that these factors were created with players concerns and feedback in mind. We believe that our system keeps a strong balance of offering an opportunity to win while maintaining the rarity and integrity of those valued items. Additionally, I have provided a few articles from our support page for additional context.
There is no easy answer for a streak of bad luck, and we certainly understand that misfortune can lead to disappointment and frustration. Our goal is to create a game that everybody can enjoy, and we always welcome your feedback. If you feel that the items you receive are not valuable enough, or have any comments or suggestions regarding items and cards you would like to see more often, please check our Community Forum 'Suggestions and Feedback' found here:
http://community.kabam.com/forums/forumdisplay.php?1055-Suggestions-and-Feedback...⇄ /> With that being said, we fully want to help you in your quest towards earning higher tier cards. Though we cannot directly provide any 6* cards, we do want to do our best to help you out as much as we can. To do so, could you please provide both your username and the realm you currently play on; this will allow us to check your recent chest openings and help out in any way we can.
Thanks again for taking the time out of your day to contact us with your concerns, if you still have any more questions please let us know, and we will do my best to go ahead and answer those for you as soon as possible. Thank you for your support in Heroes of Camelot!
Regards,
Kabam Support

(The consumer indicated he/she DID NOT accept the response from the business.)They are flat out lying when they said "providing any compensation for this matter is beyond the scope of what we can do in this situation." Just a few months ago when this glitch/crashing started happening they would compensate us by giving us the health potions equivalent to what we lost. That's why we take screen shots and submit them the trouble tickets. So for them to blatantly lying saying that they cannot provide compensation for the loss of health due to their games glitches and documented failures, is unbelievable. They are a multi million dollar company they we pay or entertainment and they can easily add the correct number of potions to anyone's account to compensate us for loss of health due to their programming errors, especially since we pay hard earned money to buy these potions. They should be held accountable for this. I still want the equivalent potions for my 19000 lost health credited to my account.Also a key note is that when this started they did some kind of programming where you wouldn't lose half your health if the game crashed, but someone took advantage of this by pausing the game and ending the session when they knew they were going to lose and could restart the match. They were losing money on this fix because someone put it on [redacted] and then word spread. So they put the crashing = half health loss problem back in the game. They are very aware of the problem and they try to say its our service/Wi-Fi connections is just a ploy to not honor something that is their fault. I have excellent Wi-Fi everywhere in my house so it is not on my end it is all on their end as you can see from their message boards and through various other sites. Its getting pretty bad when things happen to you in this game and you talk about it with other people and they reference your troubles and getting KABAMED which means getting screwed over.

Complaint: [redacted]I am rejecting this response because: this is the same response I got from them when I tried to contact Kabam. It contains nothing helpful. By the way, I didn't even mention my account in my complaint, how do they know which account I am talking about?Sincerely,[redacted]

Hello,Thank you for taking the time to submit this to case to us.We would first like to apologize for any frustration that these crashing instances may have caused. To help provide context after the release of 12.1 we began receiving increased reports of performance issues. After investigating we...

discovered an issue within our game engine that was causing issues with players devices. We went to work resolving these issues as soon as possible, however, in order to release large updates such as this we must get both [redacted] and [redacted] permission, and collaborate with them on a time frame. This generally takes a bit of time, and the soonest we could have the resolution available to players was the release of 13.0. We understood that this was a large pain point for the community, and want to assure you that we did all we could to resolve it as soon as possible.With that being said we did want to mention that allocating compensation individually for crashing or freezing issues is beyond the scope of what we can provide. 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 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 taking the time to get back in touch with us.We would first like to apologize for any frustration the 13.0 launch caused, it was not as smooth as we had wanted. However, despite this we worked as quickly as possible to get players into the new AQ Season. As you have mentioned in your response, though 13.0 did resolve the majority of crashing issues folks experienced, there are still a handful we are in the process of debugging. We do our best to address crashing issues as fast as possible, but they can be incredibly difficult to reproduce due to the large variety of devices and conditions, due to this the process can take a bit of time. As a final note while we do provide compensation on a case by case basis at times for unrelated issues, allocating individually is beyond the scope of what we can do for for crashing issues. Again we apologize for any disappointment that this response may have cause as is not our intention, but we do truly hope that this information has been helpful regardless. Thanks again for taking the time out of your day to contact us and we hope that you have a great rest of your week. Regards,Kabam Support

Initial Business Response /* (1000, 5, 2015/12/16) */
Hello,
Thank you for taking the time to submit this to case to us.
We would first like to apologize for any confusion, and frustration that the Crystal feature may have caused. We first wanted to clarify that purchased Crystals do offer a...

chance at a 4 Star Champion, but do not guarantee a for Star Champion. Similarly, Specialty Crystals that contain featured Champions offer a chance at that Champion (these Crystals offer a higher than average chance at the featured Champion), but do not guarantee that specific Champion. There are several in-game factors which determine the drop rates of Champions, but please know that these factors were created with players concerns and feedback in mind. We believe that our system keeps a strong balance of offering an opportunity to win while maintaining the rarity and integrity of those valued items. With that in mind allocating 4 Star Champions, or a refund of services rendered for this matter 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 /* (3000, 7, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no refund, partial refund, or even hero credit. These things are free for Kabam and I mean its existing software that would cost no money for Kabam whatsoever to dish out for customer retention and they refuse to do it even in partial form. That is sad.
Final Business Response /* (4000, 9, 2015/12/23) */
Hello,
Thanks again for taking the time to submit this to case to us.
We would like to apologize for any disappointment or frustration that this matter may have caused. As mentioned previously providing a 4 Star Champion to your account, or a refund of devices rendered is beyond the scope of what we can provide in this situation. The purchases you made were of appropriate value, and providing a 4 Star Champion to your account would be unfair to the players in the community that has won them from Crystals or as Arena rewards.
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
[redacted] Response Date bumped because: Holiday
Final Consumer Response /* (4200, 11, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am sure that Kabam will make it seem impossible and costly to them to make a customer satisfied. I know for a fact that people got refunds for their Deadpool purchases which were nerfed. Oddly enough I was not one of these people even though I purchased Deadpool outright. I also know of several other settlements Kabam has done. The fact of the matter is that this is free for Kabam. They press a button and "KABAM!" a happy customer who has paid money to this account is made. To offer nothing or not even meet half way is unacceptable. Be a good business. This is not a restaurant where they have to make a brand new costly dish using cook's time toward a dissatisfied customer. This is not a car repair where they have to replace some costly part and hundreds of dollars of labor. This is literally a button push for them with some made up software. This is why their [redacted] grade continues to drop. So no, I will not accept any response that does not even attempt to meet in the middle or better.

Initial Business Response /* (1000, 5, 2015/12/10) */
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. With that being said we did want to begin by mentioning that your original...

correspondence with us case XXXXXXXX was addressed within 3 hours of being submitted. The next for cases that were submitted were closed due to the fact that the subsequent cases were regarding your original concern, and your original correspondence was still open. We have an obligation to address each players concern in a timely manner, and in order to do so effectively we ask that players limit their correspondences with us to one per issue.
With that being said after investigating your account we were able to verify that all three qualifying purchases provided Tier 4 Catalysts to your account. Due to the fact we were able to verify the Catalysts were received on your account, and the fact that we are unable to reverse any sold Catalyst transactions allocating an additional T4 Catalyst 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 /* (3000, 7, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still do not believe it received one of the catalyst I paid for and I will accept nothing more than its return.
Final Business Response /* (4000, 9, 2015/12/23) */
Hello,
Thanks again for taking the time to submit this to case to us.
We would like to apologize for any confusion or frustration that this matter may have caused. As mentioned previously we were able to verify that all three of your purchases resulted in the T4 Catalysts being provided to your account. For additional clarity we have provided the exact times the Catalysts were sent to your account.
- 135 Unit package Mon, 30 Nov 2015 18:20:17 GMT
- 275 Unit package Mon, 30 Nov 2015 18:20:54 GMT
- 850 Unit package Tue, 01 Dec 2015 03:03:27 GMT
As mentioned previously due to the results of our investigation allocating any additional T4 Catalysts 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
[redacted] Response Date bumped because: Holiday

Complaint: [redacted]I am rejecting this response because:
This is exactly what I am talking about in regards to Kabam's mistreatment of customers and unethical behavior.  They state that they can not discuss the terms of my violation to ensure their game security.  Kabam has proven my point with this statement.  Kabam can not discuss this because I did NOT violate the terms of service. They have no proof other than their generic statement.  If I used this "cheat software", please disclose what I used.  They won't because I did not use it.  I played the game for almost 2 years and spent nearly $1000 on buying extras for the game.  I never has issues with the game while I spent money other than the multiple game bugs that Kabam runs weekly maintenance on to fix.  The reason I feel that I was banned was because I quit spending money on the game and instead was playing up to 4-5 hours per day earning "units" instead of buying them.  How is this violating the terms of service????  Please explain why so many others honest players have become victims of this same unethical practice by Kabam.  Kabam banned my account because I was no longer making purchases which is completely acceptable for this type of game.  My proof is their response stating that I could start a new account.  They wanted me to start over from scratch after I invested 2 years into this game and almost $1000.  I will not accept Kabam's false explanation because they have no proof other than their phony security software accusation. I never violated the terms of service and my account should be restored immediately.  
Account: [redacted]
Sincerely,[redacted]

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 255 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, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Kabam makes it seem as if it corrected the error in which is did not. Kabam makes a claim that they removed chests from sage tower, in which they did, and also that it made all "unopened" chests worthless, which it did. The issue with that claim is that hundreds had already spent tokens to gather max amount of chests, 10,000. They made the chests received by players worthless too late. I only know 1 player that did not open all of his chests because he decided to log out for a while. All the other players that received the chests opened said chests immediately. Players received a massive advantage and kabam allowed them to keep all proceeds from those chests. Kabam indicated that to "claw back" all proceeds from players accounts would have been too big of an effort, which should give you an idea of just how many people actually profited from this error. Had only a couple people benefited, they would have been able to remove said items easily.
You not only gave out a compensation chest, but you gave it to everyone, even the ones that benefited from the error. To add insult to injury, after players were allowed to keep all the items in the said chests, you then gave them all their coins back to take advantage of future trades.
What I am asking for is not out of scope based on this situation, it's exactly what so many others received. All I am asking for is to be on par with they received and/or to receive a refund of all my prior purchases since kabam is aiding in a devaluation of my purchases.
I challenge not only your response as being dismissive in nature, but that this error was in fact not an error and an intentional act. To make the chests tradable for 1 token and not 20 tokens,as it's being explained to our server, 2 key stroke errors would have had occur... hitting a 1 instead of 2 and not hitting a 0. In addition, making the limit 10,000 chests, coincides with prior trades of 1000 tokens being made allowable to trade on any one trade. That within itself would be an additional key stroke error, make the sum of 3 key stroke errors. Because of so many errors one 1 trade, which resulted in a major advantage for many, I believe it was intentional and I will stop calling it an error.
What I am asking for is to be on par with the others. When the trade was live, it was advertised as having a 7 day expiration and it did not. Kabam indicates that they seek to not create unfair advantages on the game and they themselves are the ones picking winners and losers.
I am asking for:
1. 9,630 Monday Mystery chests (the exact same chests received by the others without have the odds of items altered)
or
2. A complete refund of all prior purchases.
Final Business Response /* (4000, 9, 2015/07/15) */
Hello,
Thanks again for taking the time to contact us.
We would first like to apologize for any disappointment that our previous response may have caused. We did our best to resolve this issue as soon as we could, and are currently making necessary adjustments to ensure that issues such as this one can not occur again, and if they do we will be better prepared to resolve them.
We understand that this matter has caused you frustration, however, providing you with the same allocation that caused your frustration would only cause more frustration within the community. Due to this allocating 9,630 chests is beyond the scope of what we can provide.
We have already provided 200 Monday Mystery Chests to your account, but we want to make sure that we do our best to assist you with your concern because we do empathize with your frustration. On that note we have allocated an additional 50 chests to your account in addition to the 200 that were previously allocated. With that being said this is the maximum amount of chests that we will be able to provide for this situation because anything further would be unfair to the rest of the community.
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:I have not violated Kabam's Terms Of Service (TOS) nor was I provided with ANY evidence to substantiate their claim that I violated their Terms Of Service. If I altered the game mechanics, where is the proof?
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/11) */
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 matter has caused. We would also like to mention due to our strict privacy policy we have instated to protect...

players we will be unable to discuss the details of another players account. In regards to your concern we have investigated the Arena you have referenced and were able to verify that your score of 3,528,680 Ranked you 914 which qualified you for a 4 Star Wolverine basic Hero and a 3 Star Guillotine. Due to the results of our investigation allocating any additional prizes 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 /* (3000, 9, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They awarded this character with a lesser score and I have provided proof of it, yet they refuse to honor the same for me. I scored higher and can show that you have this player the award and allowed them to keep it. Simply Saying we will not discuss another account is a cop out and allows them to do whatever they like with no recourse. This game may be a "free" game but it is anything but that. It involves large amounts of money and personal time. So I feel they need to award me the character we are discussing. Middle ground could be the award of a full duplicate unstoppable colossus, or two four star crystals. Guillotine is a very rare character and you have given people who didn't earn it a leg up on the rest of the players that scored higher and simply received a plus one duplicate and not even a full dupe. ** have already added the screen shot showing the award to a player with a lesser score so please reconsider your offer and do what is right.
Final Business Response /* (4000, 11, 2015/11/20) */
Hello,
Thank you for taking the time to get back in touch with us.
As mentioned in our previous response providing information regarding another players account is against our privacy policy, and though we do apologize for any frustration this may cause we must uphold the policy to protect our players. Due to the fact that we were able to confirm your score for this event qualified for a 4 Star Wolverine basic Hero and a 3 Star Guillotine which were provided to your account allocating any additional rewards would be unfair to the rest of the community that also participated in this event, and 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
Final Consumer Response /* (4200, 13, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have done nothing but say they will do nothing, I don't need you to give me any details about another account, like their personal info. It has already been confirmed through your customer service that they did receive this reward, and allowed to keep it. I think it's hilarious to say that you won't give me the same reward for the integrity of the game when you already compromised it. You all know how much a difference she can make in the realm against wolverine and you say that allowing a lower scoring player to keep this reward makes no difference? You have sad customer service, when someone points out a mistake you don't make it right you stick you head in the sand and say I can't hear you. I got what I placed for, and this person and others with a lower score were rewarded with a much greater prize. Your response sucks and have offered nothing in the way of fixing this mistake.

Hello,Thank you again for writing to us.We took a look over your recent reply, and please know that after speaking with our Development Team again, we have confirmed that there have been zero server side-breaches which would help to explain the breach of your account information.Thus, if you are continuing to experience account compromises after the changes we made, this suggests that your account information has again been compromised due to one or more of the aforementioned potential risks associated with security of the login information.Please understand that our removal of your associated accounts is not indicative of a server-side breach. We will help to remove associated accounts for any player who wants to secure their account, and so this would be a step we take regardless of why we think the account is compromised.Please also understand that we do not have the ability to transfer progress between accounts or clone accounts, and thus it would not be possible for a new account to be created with respect to your current account progress. In this case, you will need to continue to use this account if you wish to have access to your game progress.
We highly recommend ensuring that the aforementioned risks are addressed, so that the security of your current login information is assured. We also recommend updating your Kabam account password, as this should help to keep other devices outside of the account without being aware of the new password.
Please know that we have provided the most assistance we can provide for losses due to a compromise of the account. However, if you have further concerns about your account's security please feel free to write in to Kabam Support again, and we will be happy to help you further. Thank you very much for your patience and understanding with us.
Best regards,
Kabam Support

Hello,Thank you for taking the time to submit this to case to us.We would like to apologize for any confusion the ban may have caused, however, we want to clarify that players are not banned for any software they contain on their device. Players are only banned if software is used to manipulate the...

game against intended design. We have taken a final review of the account and have confirmed that the account has indeed been permanently banned due to the fact that it has violated our Terms of Service. Specifically using third party software to manipulate the Labyrinth of Legends. We wanted to let you know that this decision is final, and will not be overturned, and that we are unable to discuss the exact details that lead to the action taken on your account in order ensure the integrity of the game. Regards,Kabam Support

Initial Business Response /* (1000, 5, 2015/10/01) */
Hello,
First, we would like to apologize for any inconvenience that this may have caused. we can certainly understand how receiving the incorrect rewards from the Adios August Chests would be frustrating. We will be happy to review this...

matter for you.
The Game Team was made aware that the description for the Adios Chests did not correctly detail the possible rewards that could be won. The Chests were granting rewards as intended, however the description for both Chests indicated incorrect rewards could be won. Again, we apologize for any confusion and frustration that this has caused.
With that said, I have added 396 Gems to your account and you will receive them shortly. You may need to refresh the app for this to take effect.
Please feel free to contact us if you have further questions and we'll be happy to assist you. Take care!
Best Regards,
Kabam Support

Initial Business Response /* (1000, 5, 2015/09/09) */
Greetings,
Thank you for taking the time to submit this case to us.
After looking through our ticket system we have not received any tickets from the email address [redacted]@gmail.com.
Please reply back to us with which game of ours...

you player, the email address you have registered to that account (or the email address you use to contact us) and we will look into this matter further to uncover any further information regarding the standing of your account.
Regards,
Kabam Support

What you are saying is not true, there have been account specific roll backs on several of my friends accounts due to similar situations. Also it is a shame that you are blaming me for something I don’t have any power over, my accounphone was hacked as I didn’t share my details with anyone and this is mainly due to your weak security system; you can easily check that this wasn’t done from my device however you are just letting hacking go rampant.Lastly, given that you won’t roll back my account then I kindly request a refund of all my purchases before I turn to my bank and request a chargeback for the theft you are enabling and allowing to occurComplaint:[redacted]I am rejecting this response because:Sincerely,Tzion[redacted]