Kabam, Inc.

From: *** *** Sent: Tuesday, August 30, 11:AMTo: info Subject: RE: complaint ***
Dear Sirs,
I am writing to inquire about complaint #*** filed to the *** Golden Gate office concerning Kabam, Inc of San FranciscoThe complaint was filed on 8/17/and acknowledged by the *** on 8/19/I was told at that time that I would be contacted by the *** when any further communication was requiredI noticed that Kabam responded on 8/23/16, but I have heard nothing more from the ***Could you please let me know the status of this complaint?
The response by Kabam did not address my concerns in the complaint, so it was not satisfactoryI will not go into detail as it is all in my initial complaint, but it's concerning an offer Kabam sent out in their Marvel Contest of Champions gameIt is clear now that Kabam wrote the offer incorrectly and never intended to give away what the ad statedThey did, however, accept my money and should be held accountable for what they actually offered
Kabam refuses to even acknowledge the original wording of the ad, only stating what they intended it to beThe terms of what they intended were never listed in the original adFurthermore, the terms they recited in my initial contact with them do not match the terms they listed in response to my *** complaint, so they don't even seem to know the correct numbers
I would like to get this matter resolved as soon as possibleKabam states that they are not giving refunds at this timeI would accept the original terms of the offer as stated in the ad in lieu of a refundThe original ad stated x units, which is unitsIf Kabam would give me that, they can keep my money and everyone would be happy
Sincerely,
*** *** *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint: ***I am rejecting this response because: the business has accepted the game has issues and isn't willing to compensate me even I have spent my resources due to all the bugs it hasSincerely,*** ***

Complaint: ***I am rejecting this response because: This is essentially the same canned response sent to any player with a complaint about the gameWe are sorry to hear your having this problem, but we already have your money, so toughThen blame everything else but the server for people's problemNever mind that they have admitted to a crash issue with fights failing to load, and attempted (unsuccessfully) to eliminate the in game penalty for this issueAny software that performed this poorly that was purchased in a physical store would have to be accepted for return, and I expect them to stand by their product in the same way, or I will seek legal assistance.Sincerely,*** ***

Hello,Thank you for taking the time to submit this to case to us.We completely understand how disconcerting it can be to have items you were saving up be used on Champions that you did not intend for them to be used onWith that being said we do ensure that player's account information is secure on
our end because we take account security very seriouslyHowever, for an account to remain secure it is ultimately up to the player to ensure private information does remains secureGenerally we are unable to reverse a transaction when an item has been used, however, in this situation we will be making an exceptionWithout any further delay we have gone ahead and lowered the levels of your Champions while returning the Signature Stones 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

Greetings,Thanks again for getting in touch with us and we hope you are having a wonderful day thus far. Again we completely understand that this is not the exact response that you were hoping for, however, providing additional Units to your account is beyond the scope of what we can provide in this situationWe believe that the advertisement clearly conveyed the amount of Units that you would be receiving, and the amount those Units would costWe apologize if you feel that we are not replying to your correspondence sufficiently, however, our stance regarding this matter in final and will not be overturned. Thanks again for reaching out to us and providing your thoughts on the monthly card graphic, and we do hope you have a wonderful rest of your day and wish you the best of luck in the Contest!Regards,Kabam Support

Hello,
Thank you for taking the time to contact us with your concerns,
We would like to first apologize for any frustration that this matter may have caused youWe understand that there are few things more disappointing than waking up to see your roster soldWe have reviewed the cases you
have submitted to us, and we have been able to confirm that Champions were returned to your account in an effort to help you get back on your feetWe understand that this was not exactly what you were hoping for, and we would like to apologize for any disappointment that this may cause as this was not our intention
To help provide some extra context we do not have the ability to automatically return your account to the state it was prior to the player accessing your accountDue to this returning your entire roster as it was prior is beyond the scope of what we can provide in this situationAdditionally, we were able to confirm that your account was not breached on our endWe highly advise to secure your account via changing your password and email if you have not already done soIn addition we recommend changing any device specific passwords that have access to your accountDue to the sensitive information required to verify your account and perform an email change we do ask that you contact us via the support channels when seeking our assistance with this matter
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

Hello,Thank you for taking the time to submit this to case to us.After reviewing your case history we were able to confirm that you did contact us immediately after discovering another player had obtained access to your accountWe have discussed this situation at length and have decided to unban
the account after removing all rewards obtained from the Labyrinth of LegendsWe did want to mention that this is not something that we generally do, and are making an extremely special exception in this situationWe ensure that account data is kept private and away from any other user so ultimately it is the player's responsibility to ensure that they never share log in informationWith this in mind despite the circumstances if we determine that your account has violated our Terms of Service again we will ban the account permanentlyWelcome back to The Contest Summoner, we will see you in the Battlerealm.
We appreciate you taking the time out of your day to contact us and hope that you have a wonderful rest of your week. Regards,Kabam Support

Initial Business Response /* (1000, 5, 2016/01/27) */
Hello ***,
Thank you for submitting this case to usIf we understand correctly, you have some concerns related to administrative action taken against your account, and we will be happy to assist you with this issueWe do apologize if there
was a lack of transparency regarding your suspension, so we would like to take this moment to help clear things up!
Upon investigating your account details, however, it does appear that the account associated with the e-mail address that you have inquired from is currently active and accessibleWe have gone ahead and created a Support Ticket (XXXXXXXX) on your behalf so that we can discuss this issue with you in further detail! You should receive a response from our Support Team very soon! We thank you for your patience and understanding in this matter
Best regards,
Kabam Support

Initial Business Response /* (1000, 5, 2015/12/01) */
Hello ***,
Thank you for taking the time to submit this case to usWe understand you have some concerns regarding previous issues that may not have been resolved to your satisfaction, and we will be happy to assist you with these issues
We at Kabam strive to provide a high level of service for our players, and we assure you that we will do our best to address the issues that you have brought forth
Upon reviewing your Case History, we were able to locate a number tickets in which you reported that you may not have received the appropriate prizes for a previous Alliance TK eventWe certainly understand the value of these rewards, so we will be investigating this matter to determine what may have occurredRest assured that should any discrepancy be discovered, the appropriate actions will be taken to prevent these issues from occurring in the future! In the meantime, we have gone ahead and credited your account (server 170) the appropriate prizes for this event, along with some additional Tournament Chests as an accommodation for the troublesWe hope that you find these items helpful in your adventures
With regards to the restoration of your troops, can you please reply to this case with more information regarding what occurred? Please understand that we will require some additional information in order to accurately troubleshoot this issue, but once we receive this information, we can then take appropriate steps to ensure that this matter is appropriately addressed
Finally, with regards to your request for a refund, we apologize for any inconvenience that this may cause, but we must inform you that we will be unable to honor this request as this action would be against our Terms of ServiceYou can can refer to section for more details regarding Kabam's refund policyYou can review our Teams of Service here: https://www.kabam.com/corporate/terms-of-service
We hope that you understand our position in this matter, and we look forward to your response so that we may assist you further
Best regards,
Kabam Support
Initial Consumer Rebuttal /* (2000, 7, 2015/12/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although it's not what I asked for, and its messed up I had to go through the Revdex.com, but I will accept these chests and close this case, thank you

Initial Business Response /* (1000, 5, 2016/02/03) */
Greetings,
Thank you for writing in and I hope that you are doing well today
We are very sorry to hear you are experiencing difficulties with a recently purchased food packageWe certainly understand how this could be frustrating and
would be happy to help to our fullest extent
To provide a bit of context, the resource list is intended to be intuitive placing the most relevant items at the top of list whenever attempting to upgrade a buildingThis is dynamic meaning it will change over time as the amount of food required changes with each item useThis said, we are aware of concerns such as the one you brought up and are investigating methods of improving this system to better help players such as yourself
With this in mind, we've now allocated Rubies to your account in recognition of your purchaseYou may need to refresh your app to see this change take placeFor future concerns, be sure to keep the accidental purchase item in your inventory awaiting use so our support team can remove it and restore any Rubies spent
Thank you very much for your understanding and patienceIf you have any questions or concerns regarding this matter, please let me know and I will do my best to answer those for you as soon as possibleOtherwise, have a wonderful rest of your day
Thank you for playing Marvel: Contest of Champions! If you have any questions or concerns regarding this matter, please let us know and we will do our best to answer those for you as soon as possibleOtherwise, have a wonderful rest of your day
Thank you for playing Heirs of the Dragon!
Regards,
Kabam Support
Initial Consumer Rebuttal /* (2000, 7, 2016/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Kabam finally lived up to the issue I brought to the attention through multiple emailsEven then they tell me not to use food within the game when the troops in the game eat said food immediately which is why I would never purchase the food intentionallyApparently Kabam will only respond if you go to the *** which is sad

Initial Business Response /* (1000, 5, 2015/07/24) */
Hello,
Thank you for taking the time to submit this to case to us
From what we understand you are concerned with your alliance Chaos Theory's disqualification from the Global Greatness SeriesAfter receiving multiple reports we began
investigating your Alliance, and obtained overwhelming evidence that during the competition multiple members of the alliance Chaos Theory were violating our TOS in order to gain an advantageSpecifically the use of third party applications in order to perform actions at an inhuman paceDue to the results of our investigation your alliance was disqualified from the seriesThis decision will not be overturned, and we suggest that you remove yourself from the alliance if they continue to exploit the game, and violate our TOS
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, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was NO NOTIFICATION of ANY Cheating going on from this Company in order for me to be given the option to leaveIn fact, Further investigation on my part shows OTHERS in OTHER allies that have also CheatedThese tickets have been sent to Kabam, as well, according to fellowship members who have asked their alli to send tickets into KabamThis was a SPECIFIC attack on me, a player that hasn't cheated EVER, and a lack of information from THIS COMPANYIn fact, I was banned DAYS after doing what you said, and left allianceAnd I STILL HAVEN'T BEEN NOTIFIED as to why I was bannedSo, Leaving the alliance didn't alleviate Kabam targeting of innocent playersSo, I did what Kabam says, and left the alliance and I AM STILL BEING PUNISHED by this companyAND ZERO COMMUNICATION from this companyReal money has been spent on this game, and this company REFUSES to work with me and discuss this with meKabam arbitrarily does what they want, violating their own TOS and unfairly TARGETING individuals and taking money knowing they are going to favor others who spend moreThey REFUSE TO COMMUNICATE, unless you are a member of the Fellowship
Final Business Response /* (4000, 9, 2015/08/21) */
Hello,
Thank you for the updateWe assure you that this investigation was not limited to one specific alliance, and if other players were found to be exploiting the game's mechanics, the appropriate actions were also takenPlease understand, however, that as there was overwhelming evidence that multiple members of the Chaos Theory alliance were found to be violating the Terms of Service, we did feel that this was the necessary course of action
With regards to the suspension of your account, our records do indicate that action was taken as there was evidence of "Autoscripting." As the automation of game play is explicitly prohibited in our Terms of Service, this decision will not be overturnedWe thank you for your patience and understanding
Regards,
Kabam Support
Final Consumer Response /* (4200, 11, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have NEVER "Autoscripted" or anythingI am a handyman by trade and am lucky to even login to your gameFurthermore, you gave individual prizes to those that you now say cheatedYou punished the innocent people and rewarded the cheaters, as you call themSo, I guess a person complaining of being railroaded by Kabam doesn't matter, because kabam makes up its evidence to suit itselfI guess play this companies games at your own riskThey will make up accusations and not discuss with you and take your money and give HORRIBLE customer service to someone who enjoyed the game immenselyIf I autoscripted, as you say, I would like to know how I did itBut I cant even get an explanation, as I do not know how to do what they say I have doneBelieve me, I would LOVE to be smart enough to take credit for being smart with computers, I guess I should be happy Kabam thinks I am smarter than I amThe frustrating part is I learn that I "Autoscripted" on a complaint to the Revdex.comShows the level of customer service from Kabam that they cannot even tell a player what he has doneArbitrary decisions to affect winners and losers with real money

Initial Business Response /* (1000, 5, 2015/10/01) */
Hello,
Thank you for taking the time to submit this to case to us
We understand how frustrating it can be to learn that some players were exploiting the game in order to achieve higher than usual results, and would like to sincerely
apologize for any negative impact this had on your gameplay experienceWith that being said we take the security of the game very seriously, and have done our best to ensure that it is as fair as possible for all playersTo that end we have implemented a system that now automatically locates players using a third party program and takes action against their accountIn the case a player uses a third party application an additional time their account is permanently banned
With that being said prior to the automated system we were taking action against accounts in the same manner as we have never permitted third party use within the gameHowever, this process was manual and much more time consuming than it has become in recent weeksWe would like to apologize for any concern that this matter may have caused, but we have been vigilantly ensuring the integrity of the game even before the automatic system was implementedAfter reviewing your request we have determined allocating a refund for the investment you made in our community 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, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response by Kabam is their typical generic responseThe fact that they now updated doesn't help what happened before the updateThere is no permanent ban eitherThose players caught cheating only received a day ban and returned to the game after only to continueThe problem I have also is Apple and Google were issuing refunds for this issue until Kabam told them explicitly not to anymoreI can't understand whyWe all communicate in the community and many got the refund while others were left in limbo after the "update"Also in the wording of their response they acknowledge the cheating and unfair advantages players were gettingI was promised a safe gaming atmosphere and who knows for how long I was not provided with oneThe fact that they manually looked for issues rather than automatically looking is irresponsibleIn MCOC there are well over 100k of us and not provided the proper security is again irresponsible and a lie of their promise for fair gaming
Final Business Response /* (4000, 9, 2015/10/16) */
Hello,
Thank you for taking the time to get back in touch with us
We wanted to begin by mentioning that we are unable to provide details regarding other players accounts due to the strict privacy policy we have instated to protect our playersIn most situations we did implement a hour ban as a warning for them to cease using third party softwareAdditionally, we notified them if they continued to do so afterwards their account would receive a permanent ban
With that being said, at the time we implemented the automatic system we were also permanently banning players on a case by case basis, dependent on the severity of the situationPermanent bans were administered when it was determined that the rewards gained from Third Party Software were harmful to the community as a whole
As mentioned previously providing a refund in this situation is beyond the scope of what we can provide, and for additional context I have provided the relevant section of our ToS, and a link to it's entirety below:
https://www.kabam.com/corporate/terms-of-service
"YOU ACKNOWLEDGE AND AGREE THAT YOU ARE FULLY LIABLE FOR ALL FEES AND CHARGES MADE THROUGH YOUR ACCOUNT.YOU ACKNOWLEDGE AND AGREE THAT THERE ARE NO REFUNDS FOR FEES AND CHARGES MADE THROUGH YOUR ACCOUNT."
"YOU ACKNOWLEDGE AND AGREE THAT VIRTUAL CURRENCY AND SITE ITEMS HAVE NO CASH VALUE AND THAT NEITHER KABAM NOR ANY OTHER PERSON OR ENTITY HAS ANY OBLIGATION TO EXCHANGE YOUR VIRTUAL CURRENCY OR SITE ITEMS FOR ANYTHING OF VALUE, INCLUDING WITHOUT LIMITATION, REAL CURRENCY, AND THAT, IF YOUR ACCOUNT IS TERMINATED, SUSPENDED OR OTHERWISE MODIFIED OR IF YOUR RIGHT TO ACCESS THE WEBSITES AND/OR SERVICES IS TERMINATED, THE VIRTUAL CURRENCY, SITE ITEMS AND YOUR ACCOUNT SHALL HAVE NO VALUE."
"
"All purchases of Virtual Currency and Site Items are final and under no circumstances will be refundable, transferable or exchangeableBy purchasing Virtual Currency and Site Items (e.gclicking or tapping the relevant purchase button), you are confirming that you want the Virtual Currency and/or Site Item immediately credited to your Account and that by doing so you lose any cancellation rights under applicable laws, including but not limited to the EU Consumer Rights Directive (2011/83/EU) and/or any national laws implementing it"
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, 2015/10/28) */
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 may have caused you as we completely understand how concerning it can be to purchase something that you did
not intend on purchasingAfter reviewing your account we were able to confirm that you made a 2,Unit donation to the Alliance you were in at the time WEAREMANY at 10/11/2015, 9:13:AM UTCThe donation converted Units into Gold for your Alliance to useDue to the fact that this transaction is not irreversible, and your Alliance would benefit even if it was unintended Support is typically unable to return Units back in this situation
With that being said without any further delay we have returned the 2,Units to your account as a showing of good faithWe did want to mention that players have to go through multiple prompts to make this transaction, and so we highly recommend paying close attention to the transactions you are taking on your account as this is not an accommodation we will be able to make for you moving forward
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, 2015/10/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Kabam did in fact return the unitsIt is a shame that it took this much effort to get them backIf customer service would have been willing to help, this could've been avoided all togetherInstead, customer service continuously lied to me about the game mechanics required for this problem to have occuredTransactions in the game have no confirmation or any safeguardsIf you are playing the game and accidentally touch the wrong part of the screen, you literally just bought somethingThe prompt you speak of, completely obscures the transaction that is about to take place in the background (by way of a large pop up)Having said that, I do thank Kabam for resolving this issueThis is a fun and highly addictive game which I enjoy playing

Hello,Thank you for taking the time to get back in touch with us.As mentioned previously allocating the Champions that were sold on your account is beyond the scope of what we can do, nor can we provide any other form of compensation for this matterWe understand that this may not have been have the exact response 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, however, account security is ultimately the player's responsibilityThanks again for taking the time out of your day to contact us and we hope that you have a great rest of your weekRegards,Kabam Support

Initial Business Response /* (1000, 5, 2015/09/30) */
Greetings,
Thank you for taking the time to submit this case to us
After investigating your account registered to the email address ***@gmail.com we have been able to confirm evidence of account sharing and the use of 3rd party
applications on your account
As both of these actions are violations of our Terms of Service took what we consider to be appropriate actionsWe have considered your appeal to overturn the ban and based on the allegations, and evidence, and the seriousness we take in behavior like this, we have decided to keep the ban in place
We're sorry to have brought the news to you in this way and will be speaking with the agents who handled your tickets concerning the ban to ensure that any future tickets about banning of this sort will come with further detail
Sincerely,
Kabam Support

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 gameIn 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 accountFor further information on our Terms of Service, please see:***Due to the results of our investigation the account will remain permanently suspendedThis decision is final and will not be overturned. Regards,Kabam Support

Hello,Thanks again for taking the time to submit this to case to us.As mentioned previously we are unable to share the exact details that led to the ban on your account to ensure the security of the game.However, we did double check your account ***.and were able to confirm that the multiple devices did not accidentally trigger the suspensionWe were able to confirm that the account used third party software to manipulate the Labyrinth of Legends, and make the fights significantly easierDue to the severity of this action the the account will remain permanently suspendedThis decision is final and will not be overturned
Regards,
Kabam Support

Hello,Thank you for contacting Kabam SupportWe understand that you have you experienced delays or other issues within Marvel: Contest of Champions, which has negatively affected your game-play experienceWe apologize for any inconvenience these problems have caused.Please know that if you have
experienced delays or other issues within the game which may have also affected other timing related effects of combat such as blocking or evading, then it is likely a local issue is occurring for the device or the install of the game on the device.To ensure this isn't the case, we first recommend completing all of the steps listed in the troubleshooting provided below depending on which type of device the problems are occurring for (Android or iOS):Android Troubleshooting is located here:***iOS Troubleshooting is located here: ***We are always working to improve the performance of Marvel: Contest of Champions and we will continue to release these improvements in future updatesWe release bug fixes with each game update, and we work with players regularly to have long-standing issues resolved
Please also understand that we only ban players from the Kabam Forums for violations of our Terms of Service or continuous improper use of the forums when advised otherwise by a moderatorThus, rest assured that we do not ban players from the forums for sharing an opinion, as long as the player does so with kindness and a good manner, and isn't disruptive to other players in the Kabam Forums.
We hope that this troubleshooting material is helpful for you, and if you would like any further assistance or if you have any questions or concerns please feel free to write into our Support directly as we are always happy to help.Best regards,Kabam Support

Hello,Thanks again for taking the time to submit this to case to us.As mentioned previously we are unable to share the exact details that led to the ban on your account to ensure the security of the game, but we were able to verify that your account *** used third party software to manipulate the Labyrinth of Legends, and make the fights significantly easierDue to the severity of this action the the account will remain permanently suspendedThis decision is final and will not be overturned. Regards,Kabam Support