Kabam, Inc.

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 this matter may causeAfter reviewing your account we were able to verify that the Premium Hero
Crystal did indeed provide a Star Ronan, and not a Star Black BoltTo help provide some additional context once the player has clicked on Open Crystal the system runs an algorithm to determine the Champion that you will receive and then will display the Champion being wonThis is due to the fact that computers must first process a result before they can display the result to a userFor instance in real life the order of events would be spin -> land on item -> receive item, however, in the virtual space the order must be calculate spin -> display spin to userWith that in mind providing a refund for services rendered, or providing any additional compensation 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, 8, 2015/12/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this responseYou have admitted to a glitch in your game, be it your algorithm, your virtual sever or real life errorYou acknowledge that your game will allow the user to believe they have gotten one item from your service when in actuality we have received something entirely different
That is unacceptable to pay for an item, via real money or time spent in game, and not at the very least be offered something of like value in return, when the end product is faulty by the company or their service
My counter offer is three 4-star crystals added to my accountYour company will not be out real money, you will show you're willing to go the extra steps to ensure customer satisfaction and I will have three attempts at acquiring the hard to get champ I so rightfully earned the first timeOne crystal replaces the 4-star I lost and the other two compensate me for my time and energy in seeking this corrective action
Thank you for your time and consideration
Final Business Response /* (4000, 10, 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, however, we have not made any indication that the Crystal did not provide, or display the correct Champion in this instanceAs mentioned previously the Star Ronan that was provided to to your account was the correct Champion, and allocating any additional resources or a refund of services rendered 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, 12, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I stand by my screenshot evidence that the correct champ was displayed on the bottom of the screen in the form of 4* Black Bolt and that Kabam is willingly playing a bait & switch game with respect to this instance
I formally do not accept this resolution as there is none provided
***, please provide me my next course of action as I would like my submitted *** and rejection of the "proposed" resolution to stand and remain openI would like to formally rate the company as poor, zero stars and have my negative rating be reflected and reduce this company's clearly incorrect A+ rating

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, and frustration these instances may have caused youTo provide additional context Basic Heroes won from events do not
provide Crystal Shards when duplicated just like they do not provide IOS-and provide less Signature Ability levelsTo further clarify Basic Heroes are displayed in game by the blue tint on their character portraitWith that being said we completely understand that this may not have been communicated as well as it likely should have beenOn that note we will be doing our best to clarify the conditions in which you obtain items for future releasesWe understand that this explanation has not actually addressed your frustration so without any further delay (XXX) X Star Crystal Shards have been provided to your account
In regards to your Alliance Quest rewards unfortunately without the time frame of the event we will be unable to further investigate your concernPlease provide the time frame of the event, the Alliance you were in prior to the event, and the Alliance you switched toFrom there we will be able to properly investigate your concernIn regards to your final concern, Dr.*** was over performing in the Contest forcing players to need him in order to be competitiveDue to the fact that we felt this was harmful to the community we decided to rebalance the ChampionKnowing we were going to rebalance the Champion we decided that we wanted to give players the opportunity to try out the new Dr.*** in case more tweaks were necessary before placing him as a Basic Hero in a ArenaWe understand that this was not ideal for you, and the community, but we felt that this was the better option rather than changing him after he was introduced as a Basic HeroWith that being said due to the fact that this change affected the entire community allocating the Dr.*** 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, 8, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for fixing the issue with the shardsJust to clarify, I was not speaking of basic heroes with the shards, but rather regular heroes
I could only give you a 'ball park' estimate on dates for the AQ eventFrom what I understand, you have records for everything that happens within your gameI switched from the Wolfpack Alliance to the Mufuggas Alliance the day that the Iron Man basic hero AQ startedI am assuming you have access to the exact day in referenceIf so, please verify the information described in my initial communication
Your response about the most important issue, Dr***, is absolutely unacceptableFirst, you have changed other characters at the time of their arenas (I believe Rocket Racoon and Starlord were both changed at the time of their recent arenas)Also, you continued give Dr*** away in all crystal forms during this changeEven with that being said, we will not debate about the 'necessity' of changing his event timeOne of your forum moderators stickied a thread advertising the order of basic heroes months prior to the event in discussionAll other events followed this order until you made an announcement of its change, the DAY BEFORE THE EVENTI planned for this event for well over a monthThis resulted in a slower rate of growth because of the items I held for this character and most importantly, my time off of workThis has caused me a significant financial loss, which was only taken to be able to guarantee myself Dr*** (because he is that important to the game)Plain and simple, it was advertised for a significant period of time and then changed the last second, essentially making it a bait and switchEspecially with all of the adjustments I made to account for the timing of this event, I need this resolved
Almost every aspect of your game is built on a competitive natureThis means that game integrity is extremely importantYou mentioned that Dr*** was overpowered, so you needed to make adjustmentsI can understand that, despite the fact that the people that were able to use him in his overpowered form were able to finish Realm of Legends before the change and were given additional rewards for doing soRapid changes in characters and RAPID CHANGES IN SCHEDULED EVENTS creates an unbalance in itselfYour game has recently been plagued with numerous glitches, with several opportunities for players to take advantage and significantly grow their charactersI know a few issues were resolved, but none were completely fixed by removing these players' advantagesI have seen a player, who was playing only for a month, jump up almost 30,points in player rating almost overnight because of one of these glitchesTheir 5* was removed, but they still kept all of the other advantages and they surpassed ** with 1/of the play timeYou recently gave out 4* Wolverine to many players that did not earn him in the arenaSome of these players had small scores that would have never come close to earning him, but I played for over three times their scores to properly earn himThese are a few of many examples of how your glitches have created unfair advantages for many of your players and have put me at a competitive disadvantageYet, you are making it difficult for me to recoup a character that I, literally, planned for months to get and coordinated time off of work for because you changed the schedule at the last secondThat is absurdIf this is not resolved, I will be filing a dispute with my credit card company for all charges made to the game
I apologize for my frustration, but your misleading communication has caused me harm, which I need resolved in order to try and keep up with all of these players you have given advantages to
Thank you
Final Business Response /* (4000, 15, 2015/11/25) */
Hello,
Thank you for taking the time to submit this to case to us
We would like to sincerely apologize your your current frustration once more, however, after double checking our records once more we were unable to verify that the Alliance with the tag *** participated in the Alliance Quest with IronmanDue to the results of our investigation we will be unable to provide the Ironman, or further investigate this matter for youIn regards to your Dr.*** concerns though we do empathize with your situation this was a decision that we made, and it affected the entire communityAllocating the Star Dr.*** to your account without also providing one to each member of the community would be unfair to every other player in the Contest and is ultimately beyond the scope of what we can provide in this situationIn regards to your new issue we explicitly stated that Symbiotic Spiderman was being added to the Premium Hero Crystals, and the Champion was added to those Crystals immediately after the announcementHowever, we did not announce that Symbiotic Spiderman would be added to the Star Crystals as well, and though we do apologize for any confusion that this matter may have caused, due to the fact we did not announce that he would be included in the Star Crystals reversing your transactions are also beyond what we can provide in this situationAgain we would like to sincerely apologize for any frustration and confusion each of these situations may have caused, but these decisions are final and will not be overturned
Regards,
Kabam Support
Final Consumer Response /* (4200, 17, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your responses show an absolute disregard for your playersIt is a shame too, since we both lose outI wanted to purchase the last two Unit sales that were offered, but I refuse to do so until my issues are resolvedIt is a shame for both of us
1st, your response to the Iron Man AQ is ABSOLUTELY UNNACCEPTABLEWe participated in the event, so I am interested to find out how you are doing your researchFirst, you can check to see that I earned alliance crystals during the event, which would prove I was in itYou can also check to see that we receied the rank and milestone rewards for the event, which will also prove thisFinally, I have a picture from October 6th showing our alliance talking about our battlegroupsI can provide that picture with an email address (since I dont see a way to attach it here)This item should not even be in question and it is absurd that so little effort has been made to look into it that you cannot find it! We participated, so the information is there somewhere
2nd, you have allowed thousands of players to keep prizes that they did not actually earn through misappropriated prizes or glitches, yet your response to me is that it would be unfair to provide me with the item because others wouldnt get itFix the imbalance that you have created with these other situations and you then have the right to tell me thatI suffered a huge loss (in game and out of game) because a schedule that was advertised for MONTHS was changed the last dayI take the game very seriously and coordinated time off of work for the eventYour lack of interest in providing service to a customer that has been wronged in these circumstances does not make me want to continue playing seriouslyYou should probably rethink your actions in this situationSince, I have gotten a copy of Dr***, so providing him for duping purposes is more a show of good faith then an actual reimbursement of my losses at this point
3rd, you have added characters to the 4* crystals before when they were added to PHCYou don't announce the addition to 4* crystals, so it is only possible to assume the addition is to both since you dont make separate announcementsYou are inconsistance with the way that the heroes are added and it has caused me a potential lossI waited for weeks to open up those crystals...I could have waited a few more days if the information was properly dispersedAgain, this is a simple remedy for a serious and loyal player, but you show a lack of interest in customer service
I implore you to work towards making your customers happy, rather than turning them away when they are wronged by your mistakes and game mismanagementI enjoy the game and would rather be an advocate for the game and the company, rather than a naysayer that resents you for placing no value on the money, effort and time I have committed to this game
Thank you,
***

Initial Business Response /* (1000, 5, 2015/10/21) */
Hello ***,
Thank you for taking the time to submit this case to usWe understand that you have some concerns related to the suspension of your account, and we will be happy to address this matter
First, we would like to apologize if
there was a lack of communication regarding the action taken upon your accountWe certainly understand how confusing this may have been for you, and we assure you that moving forward we will do our best to provide more transparency when it comes to matters such as these
Upon reviewing the details associated with your account, however, it does appear that your account was suspended due to its direct association with the use of unapproved third party softwarePlease understand, that as the use of Third Party Software is strictly prohibited by our Terms of Service, we did feel that this was the necessary course of action to take, and due and we will be unable to overturn this suspension
We hope that this information helps to bring some clarity to this matter
Best regards,
Kabam Support

Initial Business Response /* (1000, 6, 2015/12/23) */
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 causedAfter reviewing your account it does appear that our system identified your account
as using third party software incorrectly which resulted in a two day ban of the accountWith that being said it does appear that the account has been unbanned as of Tue Dec 18:14:GMT, and you are currently working with an agent in case XXXXXXXX
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 Consumer Rebuttal /* (3000, 8, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I submitted my case about my wrongful ban on 12/On 12/19, one of my alliance members sent me a message telling me to try to log in againHe sent in a support ticket asking them to review my caseWhen they reviewed it, they sent him a response asking him to contact me to try to load my profileOn 12/19, my account was back online
I received a response via the *** that contained an official response from KabamThey said their system identified my account as using third party software incorrectly and it resulted in a two day ban on the accountThe response goes on to say that I'm currently working with an agent to resolve this in case ########
I have two issues with how this was handled
1) Despite my repeated attempts to contact them, Kabam never attempted to contact me directly to tell me that their system made a mistake and that my account had been reinstatedI had to find out on my own only to hear from Kabam days laterThis approach felt very dismissiveOn top of that, the case that was referenced in the official *** response was already closed by the time I received the messageThe issue wasn't resolved, the agent closed it before a resolution could be made
2) In the time that I was banned, I missed out on several high-value rewards I would have earned had I been able to access the gameI made a specific list of rewards that I would have earned and sent them to Kabam via a support ticketMind you, these are rewards that I had already put forth effort into getting...I had already done the work and was just waiting for them to be distributed when I was wrongfully banned
My initial support ticket for these rewards received the following response:
"Hi Again!
Thank you for writing back to meI was able to follow up with the game team and I got a confirmation that since the Events have already ended we will not be able to provide you with the rewards for those events.However since you were wrongfully banned and you were not able to participate I have gone ahead and allocated the following items to your account
-units
-premium hero crystals
I apologize for any inconvenience this might have caused to you.Should you have any further questions, please feel free to write back to us and we will be more than happy to assist you
Regards,
***
Kabam Support"
I wrote back and told *** I appreciated his time and effort, but I listed out all the items I missed out on and the value far exceeded the compensation he was offeringIt was as if they stole $from me, apologized, and compensated me with $What was worse was that *** closed out the ticket, so my response bounced back to me
I tried to submit a separate ticket in an effort to get compensatedThat ticket received a response stating that it was referring to the (closed) case that *** was working on and that the ticket would be closedI tried different times to submit a ticketAll requested that I go through the previous ticket with *** which was impossible as it was closed
I submitted a vague ticket in an attempt to get a response that wouldn't automatically close the ticketWhen that worked, I asked the support representative if there was anything we could doThe rep said because of the value of the items and the time that has elapsed, they cannot prove that I earned these rewards and thus cannot credit them to my account
I tried to call a number I found online for Kabam customer support, but the directory says Kabam no longer offers support over the phone and recommended that I submit a ticket online
This whole experience was beyond frustratingI got my account back after it was incorrectly flagged by the system, but I still missed out on a lotIt was like pulling teeth trying to get communication with a representative at times
This was poorly handled and I still hold out hope that Kabam will make things right
Final Business Response /* (4000, 10, 2016/01/08) */
Hello,
Thank you for taking the time to get back in touch with us
We would first like to once again sincerely apologize for any frustration that this matter may have caused, and are very sorry to hear that you were unable to find a suitable solution with our Support TeamUnfortunately, it is difficult for us to know if you would have qualified or received prizes for any of the events that took place during the accidental ban so allocating rewards from these events is beyond the scope of what we can do in this situationWith that being said we completely understand that this was our mistake and we would like to do our best to help make this up to youOn that note we have provided 2,Units to your account as a showing of good faith, and we hope that these Units help you out in future events
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
Final Consumer Response /* (2000, 12, 2016/01/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have reviewed the response and Kabam has indeed credited my account with 2,unitsI understand that it may not be within the support team's ability to look up my contribution to certain arenas and events after a certain period of time and while I was disappointed I missed out on some of those items, the credit offer was very generous and I'd consider it fairly equivalent to the items I missed out on from my wrongful ban
It was a frustrating experience and at times I felt like banging my head against a wall dealing with canned responses and closed tickets from the support team, but in the end I'm walking away satisfied with the resolution
If I could offer one suggestion based on my experience, it would be that if Kabam recognizes that it wrongfully bans an account, Kabam should be the party that initiates the reimbursement procedure, not the playerAt least reach out to a player who's account was banned and then reinstated to let them know that they are willing to offer compensation for their error
This final response should have been the first response I received and I hope Kabam reviews their policy for this type of thingIn the end, I am satisfied and I appreciate Kabam's effort to make this issue right

Complaint: 12334948I am rejecting this response because: #services were not renderedI paid for a month long subscription card (days of shards) and I was banned later that same dayIf you need a screenshot of the receipt, I can provide one#while I am not asking for all the specifics of why I was banned, I would like some to at least back up the claim of account sharing and 3rd party software usage? I use different devices to play the game, a tablet and a phone, is THIS what you consider account sharing? The only software I used to pay your game was the one found on the google play app storeSo I am still left confused and upset about what I feel is unwarranted disciplinary action WITHOUT knowing all the detailsAgain, I would like someone from Kabam to speak to me about this matter and will not consider it closed until I get some justification or my account back
Sincerely,*** ***

Hello,Thanks again for taking the time to contact us with your concerns,As mentioned previously we do not have the ability to automatically return your account to the state it was prior to the player accessing your accountAs you mentioned we could provide the Champions to your account, however, this process would have to be manual and if we extended the service to your account we would have to provide the same to all other players encountering similar difficultiesDue to this returning your entire roster as it was prior is beyond the scope of what we can provide in this situationWhile we understand it was not exactly what you were hoping for when you contacted us we have provided Champions to your account so that you do have a starting point where you can begin rebuilding your rosterWe sincerely hope that they help you reclaim your power within the Contest.
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, 16, 2015/09/28) */
Hello ***,
First, we would like to apologize for any inconvenience that your issue with the Inferno Event may have causedWe will be happy to review this matter for you
Our Game Team performed extensive investigations on troop training
during the Inferno Event, and were unable to reproduce anything leading to troop queues disappearingBased on your ticket, we can clearly see how certain you are that these disappeared how you explained, but because they were only ble to confirm that troop queues were not disappearing, we must keep that in mind when reviewing your case
Again, we know how certain you are of this and we can't explain what may be causing this confusionWith that said, we would like to assist you as much as possible, and with this in mind, we have added the following items to your account:
- three Total Master Hammer (lvl11)
- one Master Hammer (lvl12)
- one Jewel Chest
- one Magical Token Friday Hysteria Chest
For the Inferno Gear Chest, we're afraid we cannot honor this requestDue to the high value of this Chest and that our investigation did not find evidence of disappearing troop queues, we do not believe allocating the Inferno Chest would be appropriate in this caseAgain, we are very sorry for any frustration this issue has caused for you and we wish you the best!
Best Regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 18, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello, again
As I appreciate the attempt to help me and only after contacting Revdex.com, have you made this attempt! It's typical of Kabam, to brush players off and close their caseAnd yes, I emphasized the loss over and over because I know what happened, I've no reason to lie! Just like jewels don't disappear when moving them between gear, but they do and Kabam can't duplicate this either...I was only trophies short of winning the helmet, which I was settling for due to the "glitch" and I have the EMAIL, that CLEARLY states there was indeed a problem, out of the mouth of Kabam Staff, with missing ques and response saying others experienced this issue as well?!?! With this said, Kabam can keep the gear! Kabam has been continuously sent Kingdoms of Camelot into the ground over the past few months and made horrible attempts at trying to recover players and keep their interestAs for me I log on and play for free and haven't and will not spend another penny on a game with such ridiculous customer support and poor payouts for eventsAnother paying customer gone, not that Kabam caresIt's obvious, with the amount of complaints and constant emails being closed, with generic response to all playersOnce a fun game and now is a joke, Kabam should be ashamed but it's all about the money...PATHETIC! And the fact that you state the "high" value of the gear...pretty sure I've spent thousands of dollars thru KabmBut as long as you all can sleep at night, it is what it isSo thank you again for nothing and wasting yet even more of my precious time! God bless your families
Sincerely,
Nonpaying Unsatisfied Customer

Initial Business Response /* (1000, 5, 2015/09/24) */
Greetings,
Thank you for taking the time to submit this case to usWe're sorry to hear that you've had this issue
After investigating your account and the actions taken on it we have been able to confirm that your account was banned due
to evidence that you were using and/or directing other players into how to hack certain aspects of the game
This is not something we tolerate and have banned your account for violations of our Terms of Service
After further review of this matter we have also decided not to overturn this banThis decision was not made easily and only after extensive review of your actions within our game
Sincerely,
Kabam Support
Initial Consumer Rebuttal /* (3000, 7, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your responseIt sits well with me that your able to give me a reasonBut I have to disagree with the claim and reason for the banning of my accountI have never used anything to gain an advantage in the game, much less spread such a thingI'm a very prominent member of the KOM community and I help and continue to help a lot of people to a very large extent, with there understanding of the game and all the aspectsI please urge you to reconsider this ban and if you can't please provide a detailed report on evidence for a such a large banThe community is very lost without me and my guides that I makeMany people come to me and ask why I would be banned and many of my alliance members as well because of such a large impact I have had on there gaming experienceI look forward to your response
Final Business Response /* (4000, 13, 2015/10/24) */
Greetings,
Thank you for the updateWhile we are very sorry for any inconvenience that this issue may have caused, please understand that due to the nature of your suspension, we will not be able to overturn this banThe violation of our Terms of Service is something that we take very seriously, so we hope that you understand our position in this matter
With regards to your request for a refund, we must inform you that we will be unable to process this request, as this action would be against our Terms of ServiceYou can can refer to section for more details regarding Kabam's refund policy
https://www.kabam.com/corporate/terms-of-service
We thank you for your patience and understanding
Best regards,
Kabam Support
Final Consumer Response /* (4200, 15, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If you can't present any evidence in regards to my ban than that would make me assume that there is noneAt the very least you could lessen the ban from years which is absurd, also had I done anything wrong, as I clearly wasn't aware, you could have given me a day ban to inform me, rather than banning me entirely and completely killing my investment and wasting over ten thousand dollars of mineI'm still a very prominent member in the Hobbit community everyone can vouch that I am no cheater! Should I have my account unbanned I will always follow the terms of use and continue to spend money on the fine game

Initial Business Response /* (1000, 5, 2015/07/30) */
Hello
Thank you for reaching out us in regards to the recent issue you have experienced when attempting to purchase currency in Marvel Contest of Champions
In order to assist you further please provide a screenshot of your iTunes
purchase history showing the purchase in question*Your purchase history May be Located by Following The instructions in this link: http://support.apple.com/kb/*** (Note That you will need iTunes installed on your computer for this step)All screenshots must include your iTunes Order ID - Because of this, we can not accept mobile purchase histories and bank shots as Those do not include the information we need to confirm the transaction
Thank you for your patience, and we look forward to hearing from you
Best Regards,
The Kabam Team

Initial Business Response /* (1000, 13, 2015/07/15) */
Greetings,
Thank you for taking the time to submit this case to us
After checking out the ticket XXXXXXXX which you referenced in this case it appears that after the Support Agent *** replied to you no response was sent back and the
ticket closed itself outOur system will close out tickets that do not have responses posed back to them after a set period of timeThis is to ensure that our queues are kept manageable and efficientWhile you did submit tickets after this matter, none of them ever covered any of the issues you pose now in your Revdex.com case and so in all retrospect the issue appeared resolved
Additionally we are concerned about where you mailed this letter you mentioned as we do not have offices in SeattleAre you sure you got our mailing information correctly from our website?
That aside it appears that while the agent was unable to grant back to you the Troops you had lost (due to them being lost legitimately in Battle and granting Troop Kills on the Leader Boards) they did grant you a considerable amount of Resources and Hourglasses to help you build a portion of the Troops back up and suggested that until you had built some Troops back up you set your City to hide so they were not lost in Battle again while you were attempting to build your Might again
As it stands we will be unable to grant you any Might to replace the ones you had lost in Battle, and considering the allocations already granted for this situation we will be unable to allocate anything further
Sincerely,
Kabam Support
Initial Consumer Rebuttal /* (3000, 15, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for taking the time to respond to me
Support Agent *** replied to me on April 17, And he finished his correspondence..." If you have any further questions or concerns regarding this issue, please feel free to reply back to me here."
I replied back to him on April 20, I believe my response was sent within a reasonable period of time
That response sent on April 20, did not return a canned email saying my ticket was closed*** received my response
On April 21, I received a Kabam Customer Survey email which in case you aren't familiar with it ...means my ticket was closed
*** didn't know how to respond to that email I sent on April 20, so he closed my ticket
In retrospect, my issue(not my ticket), was not closed because I never received an answer from customer service that ever fully addressed the real issue
Therefore, since customer service had already closed two of my tickets on this issue, with a plethora of correspondence, which never addressed the real issue of the Kabam bug/glitch, I decided to write to *** ***, Director of Player Experience and send him a copy of everything that had transpired in a plea for help
I wrote to him at:
Kabam Inc., *** XXXXX
I have a USPS return receipt that it was received in that office on May 1, 2015, received by Rocky Rakthay
Never got a response back from Mr*** or anyone else for that matter
So here we are at the Revdex.com
The troops were not lost legitimately, the loss was the result of a Kabam bug/glitch as stated in my initial complaint and all the correspondence between myself and customer service
I did not ask for resources and hourglassesMy alliance has billions of resources and all I need do is requestAt the time I had over infinite hourglassesSo what I was granted was of very little value and cannot equate with Billion might in troops lost because of a Kabam bug/glitch
Court, Customer Support Agent, from my first ticket, closed my ticket without an answer that even addressed my issue***, Customer Support SUPERVISOR, from my second ticket, did not bring this case to closure, he closed my ticket without responding to my last emailThis is typical of Kabam customer service and it seems to extend all the way up to the top since Mr*** never responded to me either
I need someone to fully review this case because I have been a loyal customer for at least years, and this run around over a legitimate issue has been extremely time consuming and frustrating because of the lack of customer support and understanding
Please check with Mr*** for the entire correspondence between myself and customer service and their due diligence to evade addressing a known Kabam bug/glitch issue
After having this issue, I found out that other players have had troops restored to them because of the same Kabam bug/glitch
I am still requesting the return of my Billion might in troops lost because of a known Kabam bug/glitch
Final Business Response /* (4000, 17, 2015/07/31) */
Greetings,
Thank you for getting back to us
We apologize for any confusion that this matter has causedTo add some perspective to this issue we would like to cover some of our ticket taking policies and how our system handles those tickets
*** sent you his response on April 17, at 3:PM (Pacific Time)Days after the ticket was set to what we have in our system as answeredThis status will prompt a survey, but it does not mean the ticket is closed outrightAfter receiving the survey you still have a few days before the ticket closes itself
We set our system up like this so that we could efficiently manage our ticket queues and tickets wouldn't sit stagnant for weeks or months at a time
Please keep this in mind as you continue to submit tickets to our system
Getting a survey does not mean the ticket in closed
Now on to the crux of the matterAt the time the only allocations the support team was allowed to grant, even in cases of lost might, was hourglasses and resourcesThe meaning behind granting you the amount of resources and hourglasses *** gave you was to help you build up a portion of the Troops you had lost in Battle
Our policy on situations like this has changed since April and we can now grant portions of lost Might back to players, but we will not be able to grant you the full 100% of what was lost in battle as you did gain troop kills and the players attacking you lost their Troops in the attack as well
You will find that million Might has been applied to your City ***, in the Kingdom Starburst, on World
Again we sincerely apologize for any frustration or inconveniences that this matter has caused and hope that this helps
Regards,
Kabam Support
Final Consumer Response /* (2000, 19, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this resolutionI am not 100% satisfied with it but am tired of the battleI am however extremely dissatisfied with Kabam customer serviceSo many people quit over lesser issues because they get frustrated with the lack of understanding by Kabam customer service when they experience bug/gliches which are innumerable in this game and the resolution is very poor in most circumstancesYou have some agents that are adept at handling a situation..such as ***...but most are unskilled to be handling that job
And to get back to ***..yes he replied to me 4/and I replied to him 4/and got the survey on 4/but never got an answer back from him on my email from 4/
So if ticket was not closed then why didn't *** answer me?
I will tell you why...he didn't know what to say to my response...that is what is wrong with Kabam supportThey don't know how to resolve an issue satisfactorily to the customer
You need to promote ***He at least has an understanding of the customer
Thank you for your helpYou have given me some hope in the future of customer service at Kabam
I still would not recommend this game to a friend because it has so many bug/glitches it is unbelievable!!!!!!
Bug/glitches + poor customer service = Customer Quits

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 12334948, and find that this resolution is satisfactory to me
Kabam,
Thank you for checking out and explaining the issue furtherThough I was unaware of any 3rd party software use, I will take it up with those that have had access to my tablet and appreciate that you took to time to provide me with more than just a canned response.
Sincerely, *** ***

Initial Business Response /* (1000, 5, 2015/08/21) */
Hello,
Thank you for taking the time to submit this to case to us
After thoroughly investigating your account it was determined that you were violating out Terms of Service which is the reason that action was taken against your account
We noticed suspicious activity on your account that lead us to believe you were participating in unauthorized use of third party software to modify or automate gameplay
We have since double checked your account, and have been able to verify there were no positives in your investigation, and the action taken against your account was warrantedDue to this the action taken on your account will not be overturned, and War Machine will not be returned to your accountWe advise no longer using any third party software as it may result in further action taken against your account, including, but not limited to permanent suspension of the account
Regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 7, 2015/08/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not use any third party software or tools to achieve the scores nor did I break any other of your TOS agreements.I have proof that the scores were achieved by me and me alone
I recorded all my gameplay showing the scores were achieved by me aloneI ran the same arena and got similar scores
Here is the link-http://community.kabam.com/forums/showthread.php?XXXXXX-How-to-Win-a-Four-S...⇄ /> My username is ***
I also made posts on YouTube
I would appreciate they atlas give me back the units I spent on the event as a compromise
Video evidence of me running the arena below for a second time with similar scores proving I did not use any software to achieve my scores
video=youtube;***
***
video=youtube;sGQxc-mjnnghttp://www.youtube.com/watch?v=sGQxc-***
video=youtube;PkI832QAOi4http://www.youtube.com/watch?v***
video=youtube;Lot-ZfLslBwhttp://www.***
video=youtube;H2fK3lrHXDshttp://www.youtube.com/***
Marvel Contest of Champions-Another plus hour Run for War Machine Day Two
video=youtube;jIa2v9EKWZ4http://www.youtube.com/***
video=youtube;NKWcvhHJaaYhttp://www.youtube.com/watch?v=***
video=youtube;t4UfNE2HZ_0http://www.youtube.com/***
video=youtube;3bnci_9WDwwhttp://www.youtube.com/***
***
Marvel Contest of Champions-Another plus hour Run for War Machine Day Three
***://www.youtube.com/***
***://www.youtube.com/***
***://www.youtube.com/watch?v=***
***://www.youtube.com/***
***
Final
***
Final Business Response /* (4000, 10, 2015/09/04) */
Hello,
Thank you for taking the time to get back in touch with us
After thoroughly investigating your account it was determined that you were violating out Terms of ServiceWe have confirmed suspicious activity on your account, and as a final determination the action taken on your account will not be overturned, and War Machine will not be returned to your account
Regards,
Kabam Support

Initial Business Response /* (1000, 5, 2016/03/25) */
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 this matter may have causedAs you likely already know when was implemented the description
for the Block Erosion nodes value changed from percent to percentWhile we would like to sincerely apologize, this was actually a display issue introduced with the new update and did not effect the battleWith that being said due to the fact that this was just a display issue and did not make the battles any easier for players after allocating Units or in game items is beyond the scope of what we can provide in this situationWe would like to once again apologize for any confusion that this matter has caused, but we hope that the information we provided cleared it up for you
We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week
Regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 7, 2016/03/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm sorry, but I find your reply to this matter to be blatantly unethical, & an unwarranted attempt to cover up what really transpiredIt was clearly not a display issue, as *** *** who is the Manager of your Community Development clearly stated that it was not a display issue via your MCOC forums, & that it was in fact broken/disabled - "Hey folks - when we released our latest update on Friday, the Block Erosion buff was temporarily brokenThis was not intentional, and it's now been fixed" (see enclosed picture - http://imgur.com/doczJY6)Also, from page & up in this thread about this specific quest, there are multiple forum patron's of this game speaking about this issue, as well (http://community.kabam.com/forums/showthread.php?XXXXXX-Announcing-Chloe-s-Warr...⇄ /> After learning about this issue from your forums, & having already completed it, I decided to test it out using the same exact team that I used to initially beat it with
Before changes (with 66% Block Prof.) - http://imgur.com/gixmYDK
After changes (with 70% Block Prof.) - http://imgur.com/AlsOoKi
In picture 1, you can see that I had received damage for blocking & using parryIn picture 2, you can clearly see that I took damage while blocking & using parryWith the block erosion node active, that was definitely not possibleThis was a direct result of the block erosion node being disabled, due to a faulty update from your partI would have attempted to record it to have it documented better, but I did not want to receive a ban for using 3rd party software, as I have never attempted to record any of my game play before
This "technical issue" caused many players who could have not beaten this hard quest to beat it within that day period, because the event/quest was fully affected by the block erosion node being inactiveTherefore, your response has no merit in stating that is was a display issue when it was clearly not (Ad0ra even publicly specified that was not), & your response is in direct violation to your own Terms of Service
Time & time again, this company has shown a selective enforcement of their own T.O.S
Ex: When the retroactive 4* hero crystal was implemented for completing Act 100%, many players received extra 4* crystals due to "technical glitches", while many did not - & nothing was done to fix this & create equal balance
Many players flat out got caught cheating in multiple arena's, & were still allowed to continue playing, with only having their rewards stripped
Certain alliances exploited a glitch with the Mercenary Crystals months ago, allowing them to receive more crystal spins if they received a hero who was already at level 99, resulting in them receiving more signature levels, gold, ISO, & sig stones - & nothing was done to fix this & create equal balance
A few months back when 5* heroes were first introduced, in one of the monthly event quests, there was an unintentional glitch that was exploited where players would continuously receive an abundant of 5* & 4* hero shards for playing the quest over & over againThe 5* hero shards were stripped from them, but they were still allowed to keep the abundant of 4* hero shards they received
Not to long ago, quite a few big players (spenders) from big alliances got caught exploiting a hack where they could get more units for less by using a 3rd party, which resulted in a banThen, they were allowed to get said ban lifted from their account, if they paid the regular fee of which the units would have originally cost
*All picture's, proof, & links from Kabam forums are documented
The list just keep's going on & on, hence why this company is very selective with their T.O.S, & this situation involving the Chloe's quest is no different!
If the MCOC Kabam forums were to be thoroughly documented from your part, or even the ***'s part, then all would see that a major faction of the MCOC gaming community is in discord with the mechanics of this game, & the way it is being ran
I have been playing this game since world wide release (December 2014), & I have invested thousands of dollars into itI did/do so, because I am a huge Marvel fanI am definitely not a Kabam fan, because the business practice's of this company are morally wrong & disgraceful to the entire MCOC player base
As a result, I do not accept your response
Final Business Response /* (4000, 10, 2016/04/01) */
Hello,
Thank you for taking the time to once again get in touch with us
We would first like to apologize for any confusion that this matter may have caused, but the issue you originally described was indeed a display issueAfter the update the value displayed as percent instead of the intended percent, however, this did not affect the fights as the actual value remained at percent despite appearing as Additionally, there was an issue where the node was not functioning correctly at all for a brief amount of time which was quickly resolved, but the display issue was not resolved before the quest expiredWith the additional clarification you provided we would like to do our best to address the frustration caused by the brief amount of time the node was not operating as intendedOn that note we have provided (3) Level Team Health Potions and a Level Team ReviveWe also wanted to mention that this along with the Units originally allocated to your account for this matter is the most that we can provide for this specific instanceWe understand that this may not have been the exact response that you were hoping for and we would like to sincerely apologize for any disappointment that it may have caused as this was not our intention, but we hope that this information has been helpful regardless
Thanks again for taking the time out of your day to contact us and hope that you have a great rest of your week
Regards,
Kabam Support
Final Consumer Response /* (4200, 12, 2016/04/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The glitch was indeed NOT a display issueThere were many in my alliance & other alliance's that beat this quest during this day time span (the time where you received damage for using a block profteam)There are multiple threads on your forums that have solid proof of this
I do not accept your proposed resolutionI am actually quite offended by it, as wellThis is the worst & most corrupt mobile gaming company that I have ever dealt with, & many agree with this via the Kabam forumsYou are more concerned of squeezing as much money as possible out of your player base, then listening to actual feedback via forumsNot to mention, you release faulty updates that cause continued server crashes, extreme game lag, etc - to the point where playing has become unresponsive, then have the audacity to suggest that it is our devicesThousands of complaints from thousands of players speaking upon the same thing, as well
I am not going to settle for this, especially from a company who has a selective enforcement of their own T.O.SI am going to put a claim in with the Federal Trade Commission as my next stepWhat's right is right
This sums up the game in one whole below, for all to see as well
Pros:
*It's Marvel!
*The art team is one of the best in the business
*The game play is fun in very small doses
*The fights are short & matches can be completed within minutes (with a stable connection)
*Good amount/diversity of my favorite champs already in the game
*I made some great friends via my Alliance
Cons:
*Arena grind & the demand on time it requires to win top rewards
*Cost vsreward for featured crystals & crystals in general
*Item cap & everything that went along with it
*Cheaters & hackers still NOT under control
*Server crashes
*Losing half HP in AQ's/Aw's because of server crashes
*Announced (and unannounced) character nerfs
*The pursuit of more & more pay walls (energy refill nerf & detrimental effects to encourage item use, i.e; Act 4, Ch: 3)
*Lack of transparency in ALL leaderboards/ no real-time leaderboards
*Lack of transparency from forum Moderators/game Dev's
*Selective enforcement of T.O.S
*Introduction of nodes that render certain masteries useless or harmful
*Cost of masteries and/or only having one mastery s
*No innovation in game play or new content
*Too many re-skinned champs
*Price of certain in-game items (AQ pots) & lack of useful items (single AQ revive's)
*Allowing cheating players (and their respective alliances) to keep ill gotten rewards
*Laggy/miscued game play, especially in AQ's/Aw's
*4* 4/progression wall (T4C's available only to top X% unless very, very lucky)
*Poor customer service for most aspects of the game
*Loosely enforced guidelines for 'exploits'
*Lackluster rewards for time/resources spent via special quests & to a lesser extent of Story quest
*Poor communication & overall ineffectiveness of forum mods
*Refusal to listen/implement the most overwhelmingly favored player feedback

Hello, Thank you again for reaching out to share your concerns issues in the game and the service you've receivedWe're reviewed this case and your previous case history, and appreciate you taking the time to share your feedback about your experiencesWe are always looking to improve the service we provide to our players.
We also really appreciate the forum linkThis issue is still being investigated, though at this point in time it does appear to potentially be related to device performanceWe will need more information about your specific device in order to determine the cause of the issue, and to see what we can do to further assist you with resolving this matter.
In this case, the troubleshooting steps we provided is the most technical assistance we can provide hereAs such, you should be able to contact our Support directly in the game and we'll be more than happy to continue working with you there. Thanks again for playing Marvel Contest of Champions, and we hope you have a good rest of your weekend. Best, Kabam Support

Initial Business Response /* (1000, 5, 2015/12/01) */
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 youMarvel Contest of Champions is a live online gaming experience, and at times
balance and content updates to the game re necessary to ensure the engagement of players, and the integrity of the gameIn the case of Deadpool and Dr.Strange adjustments these Champions were far too powerful in comparison to the rest of the Champions in the Contest and needed to be updated to be closer in line with the rest of the available championsThough these changes did alter their effectiveness in battle, they are still very powerful in the same situations that they once were, they are just no longer detrimental to the player's experience, or the integrity of the game
Regarding your second concern the decision to implement a item cap for player's inventory items was due to the fact that the current system lacked the ability to create design levers, and therefore limited design space within items and item eventsWe understand that this change has caused concern for the community, however, we are doing our best to alleviate this frustration by allowing players to keep any excess items that they still may have, and we will be implementing the ability for players to sell off any items in their inventory for GoldWe do appreciate the feedback that the community has brought to our attention regarding each of these situationsWe continue to listen to players such as yourself, and the rest of the community, and on that note we will be making any adjustments we deem them necessary to this change, or any future and past changes to ensure that we maintain both a balance of what is best for the players, and what is best for the game's integrity
With that being said as previously mentioned Marvel Contest of Champions is an ever changing live online gaming experience, and providing refunds for services rendered due to any in game change or update is beyond the scope of what we can provideWe 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 additional context has been helpful regardlessWe 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, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Kabam claim's to be concerned about "the integrity of the game" when they make these changesHowever, there have been countless exploits that high paying players have been allowed to, well, exploit which then gives them an unfair advantage in the gameOf course, the main example of this was the Mercenary Crystal bug that allowed big spenders additional attempts of opening crystals to get better rewards
The problem with your explanation for both Deadpool and DrStrange is multifold(1) It doesn't matter if Kabam perceives an imbalance in power of various championsPlayers PAID MONEY for those productsYou cannot then CHANGE THE PRODUCT after people have PAID FOR THAT PRODUCTLike I said above (and this is something Kabam has yet to ever address) this is blatant BAIT AND SWITCH(2) Kabam's formal explanation for the changes made to DrStrange was that it created an issue of players who HAVE DrStrange and players who DO NOT (i.e., "haves versus have nots")However, the entire basis of the gamethe very foundation upon which the game is basedis players who HAVE competing for more rewards against players who HAVE NOTOf course, the change didn't impact the biggest spenders in the gamethe spenders who are capable of winning tier class catalysts to take DrStrange to rank 5, which more or less returns him to his pre-altered state
REGARDLESS, these still amount to bait and switch practices
Ultimately, what all of the "balance" changes Kabam has made to this game are a function of the fact that people have figured out how to complete the Realm of Legends without spending a lot of money or using very many itemsThis also explains the recently imposed ITEM CAP in the gamewhich I'll address here:
"We understand that this change has caused concern for the community..."
Yes, this change incited SUBSTANTIAL OUTRAGE within the community, to the tune of a feedback thread containing well over posts telling you that this change was ludicrousKabam IGNORED almost every post within that feedback threadItem hoarding had not at all been an issue throughout the duration of the whole fist year of this game's lifeIt only became an "issue" to Kabam when users were saving up items in game to complete more difficult tasks
Kabam is the only company/game developer I have ever encountered who gets upset when the people who play their game succeedThe only people they care about are players in their biggest spending teamsany consideration of Kabam's history of action exhibits the fact that the only actionable items Kabam has pursued over the past year are those that the biggest spenders have been upset aboutI have no problem with the "freemium" model (and have paid into the game myself)but the absurd greed exhibited by Kabam is nothing short of disgustingFurthermore, none of this is in any way in the spirit of Marvel ComicsIt is a disgrace to Stan Lee and the wonderful universe he inspired
Ultimately, this issue comes down to a couple of factors that Kabam refuses to admit:
(1) Kabam only cares about increasing its profits and its changes in game are not about balance, but about attaining a higher profit margin
(2) Kabam does not care about the majority of its user baseRather, it only shows concern for those users who spend absurd amounts of money on the game
(3) Kabam regularly practices BAIT AND SWITCH tactics to bilk users out of money
I utterly reject Kabam's explanation and consider it insulting
Throw me a few tier mystic catalysts and I might consider accepting it as an olive branchBut that would really only be the beginning
*** (in game user name)
Final Business Response /* (4000, 9, 2015/12/14) */
Hello,
Thanks again for taking the time to submit this to case to us
We would first like to once again apologize for any frustration that this matter may have caused youWith that being said we felt that the changes to both Dr.Strange, and player's inventory were necessary changes to the game in order to maintain its integrityAs previously mentioned Marvel Contest of Champions is an ever changing live online gaming experience, and providing refunds for services rendered or compensation for any in game change or update is beyond the scope of what we can provideWe 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, however, there is nothing more we can provide in this situationWe appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week
Regards,
Kabam Support
Final Consumer Response /* (4200, 11, 2015/12/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think this response just goes to show that Kabam does not listen to nor does it care about its customersTheir response here did not specifically address anything in my previous post on the issueI genuinely wonder whether they actually read my response in the first placeKabam punishes players for succeeding at their game when players don't shell out tons of money
I will be contacting Apple and submitting formal complaints to them against Kabam
I would think that a company with as much money as Kabam would be able to show a little more good faith towards those of us who have supported this game for over a year nowAfter all, anything IN GAME is intrinsically worthless
Let it be knownKabam does not care about its customers and this is blatant proofI hope others can see thisAnd rest assured that that is the message I'll be carrying forward from this interaction
They are willing to take our money, but refuse to treat us as humans or as legitimate CUSTOMERS

Initial Business Response /* (1000, 5, 2016/02/01) */
Hello,
Thank you for taking the time to submit this to case to us
We would like to apologize for any confusion that this matter may have caused, and would like to emphasize that we do not support, or encourage cheaters or hackers in any
way, shape, or formWhen it comes to players using outside programs or tools to obtain in-game currency, or using tools to manipulate gameplay we have very specific actions we take on how we go about investigating and taking action against the accountsWhen we take corrective actions against these players, they may not be visible to you right away, however, we investigate suspicious activity each and every dayWe understand that this can be very frustrating, especially when you do not know what specific actions we have taken, but especially in these types of situations, we have to protect the privacy and security of everyone involved, and due to this, we can not divulge the outcome of our investigations
However, please rest assured that we are aware of this situation and appropriate action has been taken and will continue to be taken against players cheating and hacking into the game, especially since using external programs and tools to enhance your game-play are explicitly against our Terms of ServiceWith that being said providing a refund for services rendered 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 Business Response /* (1000, 9, 2015/09/26) */
Greetings,
Thank you for taking the time to submit this case to us
After investigating this matter as well as your tickets on it we have decided to grant you a very healthy amount of every hourglass to help you recover from your losses
during this train-a-thonThese should show up almost immediately
Best Regards,
Kabam Support

Hello,Thank you for contacting us regarding recent in-game offers and their rewardsWe understand that it can be frustrating opening items when the outcome doesn't quite match expecations. With all in-game crystals and chance events, we aim to create a rewarding experience for all
participating playersThis means that each reward granted offers a benefit to the players with a small chance at knocking it out of the park through acquiring the featured rewardThough we cannot disclose exact chance rates for any individual crystal, it is true that featured items are often harder to obtain due to their strength and rarity; even in crystals with increased chances, they will still often be fairly rare to obtain due to the strength and integrity of these items and champions. With that said, we have taken this opportunity to collect your thoughts and feedback to provide for our teamThis will grant insight into the challenges faced by players regarding the availability of Champions and Items in the various crystals and events we offerBecause it takes time to implement changes of this nature, there may not be an immediately noticeable change, but rest assured that all ideas and suggestions have been brought to their attention.In regards to communicating your thoughts and feedback more directly, we encourage you to visit the 'Suggestions and Features' section of the Contest of Champions forum on Kabam.com located here: ***Most times, concerns and suggestions regarding matters such as this have already been posted, and if not, posting yours provides an opportunity for the community as a whole to support the initiative, which ultimately leads to a greater impact in affecting change within the game.Thank you very much for your understanding and all the support you've shownWe appreciate you taking the time out of your day to get in touch with us and we hope you have a wonderful day!Kind Regards,Kabam Support

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 frustration that you may have experienced with the few issues that you have brought to our attention, and with your difficulty
getting them resolved through SupportWith that being said offering a refund of services rendered is beyond the scope of what we can provide in this situation per our TOSFor your convince I have linked our TOS below this responseWith that being said we would like to do our best to resolve your concerns, however, without specific situations it may be difficult to properly address them
To begin we understand you have concerns regarding the time commitment required for ArenasThis is actually a popular misconception that we set the bar for the top end Ranked rewards when we actually have no control over the points required to achieve those rewardsRanked rewards are not determined solely on your score as that is what Milestone rewards are meant to beRanked rewards are determined by how well you do in comparison to all of the other players participating in the ArenaFor instance, though we do set a minimum amount of points in order to facilitate percentage based rewards the minimum required amount of points is much less than the top players will achieve in Arenas.To provide some additional context rather than a flat amount of rewards like it was previously, we introduced percentage based rewards that allowed for players to receive some sort of Ranked prize so long as they achieved the minimum required amount of points, a change that dramatically increased the prize poolIn order to receive the top Ranked rewards you have to be one of the top players with the highest score that participate in the Arena, a number that we do not set or have any control over, and after the top players it is completely dependent on what percentage of players your score fell in line with, top percent, 10-30, ect
In regards to the recent server issues we would like to once again apologize for any frustration that this may have caused, as you may know Version put a very large strain on our servers and it took much longer for us to resolve the issues than we would have preferredHowever, with that being said we did send multiple compensation packages to players throughout the period of time where our servers were experiencing issues, and since the issues affected the entire community we refrained from providing compensation on a case by case basis and only provided compensation community wide
Finally in reference to the dollar Vision purchase we are not entirely sure where the confusion is coming fromThe Champion is a very rare addition to the Contest, and has only been offered two times since the game has been in betaWhile this does mean the likeliness a player has Vision's Signature Ability unlocked is low it does not mean that it is impossible, nor does it mean we will not run a similar promotion in the future to give players the opportunity at a later dateFurthermore the Signature Ability mechanic was implemented months prior to the Vision offer, and the mechanic was not changed for this specific Champion so we did not anticipate any confusion regarding the Champion's locked Signature Ability prior to duplicatingWith that being said we do apologize for any confusion that this mechanic may have caused, however, the Champion came at a great value, and the same offer was made to everyoneWe wanted to provide players with an offer for a guaranteed Star rare Champion that had not been available in the Contest for quite some time
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
https://www.kabam.com/corporate/terms-of-service

Greetings,Thank you for writing in and we hope you are having a wonderful day thus farAs we understand it, you have some concerns regarding the recent balance changes to the Mastery Tree and Champion Synergies.We certainly understand that with every balance modification, players may have to change
how they tackle all the challenges the Contest has to offerAny time updates such as these are implemented, our top priority is to provide the most balanced and engaging experience for all playersWe want to provide as much diversity as possible with both Champion choices and Mastery setupsWith these changes, we do hope more players feel empowered to pick their favorite Champions when taking on the Collector, and one another.With all that being said allocating a refund to your account is beyond the scope of what we are able to provide in this situationIn recognition of these changes, we have returned all in game currency that was used to purchase the Willpower mastery plus a mastery respec point and are providing 5* Champion Crystal shards to players who had the accompying masteries Liquid Courage, Coagulate, Double-EdgeAdditionally, we are restoring all TCatalyst upgrade materials that were used to Rank up any Leadership Champions if sold during the following time frame: Wednesday, July 27th until August 10th However, that is the maximum that we can provide for this matter, and we will be unable to provide a refund for services renderedThank you again for reaching out to us and providing your thoughts on this balance updateWe do hope you have a wonderful rest of your day and wish you the best of luck in the Contest!Regards,Kabam Support