Kabam, Inc.

Initial Business Response /* (1000, 5, 2015/09/03) */
Greetings,
We have spoken with Games who should have by now sent out communication informing all players that they are handling all support for the title going forwardPlease know that while the title is still hosted on Kabam.com, we are
only publishing the title
We encourage you reach out to Games and they will be able to assist you with any future concerns
Regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 7, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The game was still under kabam when these issues came aboutKabam is the company who offered me the settlement in the first placeKabam needs to stick by their word, and not try to back out of their offerThis is not a game support issueKabam offered me a full refund, and are now trying to back out of their offer!
Final Business Response /* (4000, 9, 2015/10/01) */
Greetings,
Thank you for getting back to us with this updated information regarding your case
After investigating our previous correspondences with you on this matter we have found that back in April we regrettably had to retract part of our previous offer to resolve your issue, the refund specifically, but were still willing to grant you everything else promised to help resolve your initial issue
What you received as a resolution included an iPad Air, so that you could play our games, and a very generous starting package for you to play one of our other mobile games Wartune: Hall of HeroesEverything within the starting package equaled to $worth of items, including some which were limited items no longer able to be obtained in the game
Based on the allocations granted to you along with the free iPad we deem this making up for the attempted Refund that we were unable to grant and a fair resolution to your issues in the game
If you have any other concerns regarding this situation please feel free to reply back and we will gladly look into it further
Regards,
Kabam Support
Final Consumer Response /* (4200, 11, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never accepted your wartune items, as I have no interest in playing that gameAlso, those items were never given to me eitherI did however accept a cash settlement, which you guys offered and claimed to be working on, only to retract at a later dateHow is this acceptable buisness practice to extend an offer, only to take it back once you change your minds about payment? I hope Revdex.com views this exchange as unethical as wellI live in ***, and would be happy if kabam would like to settle this dispute in person at their officesall I'm asking for is that kabam sticks to their original offer that I accepted

Initial Business Response /* (1000, 5, 2016/01/27) */
Hello,
Thank you for taking the time to submit this to case to us
From what we understand your son made charges on your account that you did not actually wish to makeThough we do empathize with your situation providing a refund for
services rendered is beyond the scope of what we can provide in this situationIf charges were made to your account that you did not authorize we do suggest contacting your bank immediately, and we also suggest setting up your Google Play or Game Store account to require a password *** every in game purchase to avoid similar situations in the future
We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week
Regards,
Kabam Support

Initial Business Response /* (1000, 5, 2015/07/02) */
Hello,
Thank you for taking the time to submit this to case to us
We would first like to apologize for any frustration that this instance may have caused you, and we want to let you know that as we move forward we will do our best to
ensure that this does not occur againOn that note as soon as we realized the Sage Tower trade was misconfigured we took the actions we believed to be best for the community at the timeThis included removing the incorrect Sage Tower trade in, removing chests obtained from the Sage Tower trade, returning spent Tournament Coins to players, and we did our best to apologize to the community by providing an explanation of the error, and a lucrative compensation chest to all affected players
With that being said we understand that this situation has not been ideal for you, and would like to do our best to assist you as much as possibleWe have provided Mighty Monday Mystery chests to your account on world as a showing of good faith
We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week
Regards,
Kabam Support

Complaint: ***I am rejecting this response because:
Sincerely***This link clearly shows that your information regarding melee special attacks is incorrect, this is the exact kind of issue I was having contacting customer serviceFeeding me information thats incorrect and providing no real remedy when your product doesnt perform to expectations.*** ***

Initial Business Response /* (1000, 5, 2015/12/10) */
Hello,
Thank you for taking the time to submit this to case to us
We would first like to apologize for any frustration that these changes may have caused, as we understand it can be disappointing when an in game change negatively impacts
your experience
Marvel Contest of Champions is a dynamic, online gaming experience with features that consistently get modified, and the intention is always to make changes that best suit the satisfaction of our players, but we also have to make changes that, though, unpopular at the time, allow us to make improvements later down the lineFor instance now with this change we have much more design space to work with, and design levers to balance aroundThis could mean a large amount of positive changes for the community in the future such as increased healing on Potions, or improved Quest Rewards to name a fewWe can not guarantee that these or any other changes will be made, but it gives us much more room to do so if we decide to go down that route
We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week
Regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 7, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I dont accept that response because the game is changing for the better of not the players but only in efforts to make more money from usI myself won't be giving kabam any more money if they don't care about the customer
Final Business Response /* (4000, 9, 2015/12/23) */
Hello,
Thanks again for taking the time to submit this to case to us
Again we would like to apologize for any frustration or disappointment that the recent changes may have caused youAs mentioned previously we do our best to update the game so players can continue to enjoy it, however, in order to do so we do have to make balance changes that are unpopular initiallyWe do believe that these changes were necessary and will help the game and community in the long runOn that note providing any compensation for an in game design decision is beyond the scope of what we can provide
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
*** Response Date bumped because: Holiday
Final Consumer Response /* (4200, 11, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So it's pretty much you don't care about the customer base and paying customersIt's ridiculous that you get away treating your customers the way you doAll you did was respond with a mediocre response and brush me aside just like you do all your customersI think I'll stop giving this game any money and I hope that most people go that same routeI myself will never download another kabam game and won't ever spend a single penny more on this, but you don't care you already got my money like so many othersThank you for caring about yourself and only that

Hello ***, We very much appreciate you taking the time to share your concerns about this situation and the support you receivedIt is never our intention that players do not enjoy themselves using our services or that they feel mislead, as we want all players to have a great experience within the
game and we regret to see that this circumstance has left you frustratedAs it appears that your original case * *** is still open for reply, we would be very glad to continue helping you and will be reaching out directly via that case number to assist you furtherYou are invited to reply to that case so that we may continue to work together to resolve this matterAdditionally, all of your concerns and feedback have been taken into serious considerationWe can to confirm that any issues within the game that are found will be remedied swiftly and all suggestions for improvements have been notedThank you again for sharing these concerns and we hope you have a wonderful rest of your weekIf you need any further aid, please don't hesitate to write back to us again as we'd love to be of whatever help we can! Kind regards, Kabam Support

Initial Business Response /* (1000, 5, 2015/07/15) */
Greetings,
Thank you for taking the time to submit this case to us
Judging by the findings you already mentioned in here it appears that your account was not banned, but one or more of your devices wereThe only banning of devices we
have done recently were either connected to 3rd party Mithril purchases (which is against our TOS) or were in connection to a player we have permanently banned from the game named *** or *** that also has connections to other activities against our TOS
Such is the case we will be unable to overturn the ban on these devices as it leaves our servers and the security of player's accounts exposed to other potential threats; and we cannot have that
We advise that for your own safety, as well as the safety of others, you do not share your account information with any other players and do not use any 3rd party applications or companies in conjunction with our applications
Sincerely,
Kabam Support
Initial Consumer Rebuttal /* (3000, 7, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Good morning,
Thank you for the response although it did not satisfy my problem or even offer a solution from KabamI was told by a Kabam Support Representative on June 27, that they did not have a way to ban particular devices and in this communication you are telling me that you can ban devices? I do not appreciate being misled by customer service
In response to the accusations, I have never utilized 3rd party mith and these are in fact my devices that I have purchased and if need be I will produce receipts for the purchase of these two devicesI do not believe that having my devices banned for another players actions is ethical
Furthermore, my request for a full refund since Kabam has rendered my investment unusable was not even addressed in the response
Thank you for your time and I look forward to getting a response that offers a possible solution
Final Business Response /* (4000, 9, 2015/08/18) */
Greetings,
Thank you for getting back to us in this matter
We're sorry about any confusion previously caused when an agent informed you we would be unable to ban particular devicesThis has always been something that we can do, however we reserve the use of it to special cases like the one you unfortunately became involved inIn an effort to prevent such confusion again we will track down which agent informed you of our inability to ban devices and ensure they do not pass *** misinformation again
As for your concerns towards any accusations, we assure you that our previous statement on this matter was not meant to accuse you of 3rd party mithril purchasesWe merely meant to frame for you the only reasons your device would have been banned from our systemAs you've stated in your response you have never purchased through a 3rd party so the only likely reason your device was banned was in connection to *** who had previously used 3rd party mithril sites as well as violated other sections of our TOS
In regards to your statement of ethics involved in banning your devices for their connection to this other player we have this to sayYour devices would not have been found connected to ***'s account unless he shared his account information with you so that you could login to his accountUsing another player's account is against our Terms of ServiceIn addition to finding your devices on his account we found many of his devices connected to your account, which again could not occur unless he had your account informationThis is not the only evidence we found of account sharing on yours or his account
"You may not use anyone else's Account at any time and you may not allow anyone else to use your Account at any timeYou agree that Kabam will not be liable for any loss you may incur as a result of someone else using your Account, either with or without your knowledge, and you further agree that you will be liable for losses incurred by Kabam or another party due to someone else using your AccountBecause of this, Kabam strongly recommends that you exit from your Account at the end of each session."
You both violated the Terms of Service (him more than you) and you both paid the price for it
Now, on the topic of a refund for your inability to play the game any further, we will again cite our TOS which is linked just below this:
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 exchangeable."
Based on all of the above information we believe our actions taken on all accounts were justified and comparable to the situationWe will be unable to overturn any bans made and will be unable to make any refunds for purchases made on these accounts
Sincerely,
Kabam Support

Initial Business Response /* (1000, 8, 2015/07/08) */
Greetings,
Thank you for reaching out to Kabam support in regards to your concerns for the recent tournament you participated in with the intention of earning star ultron
We apologize for any distress this may have caused youWe
understand your concerns and have looked into this matter furtherWe have found that your account did not receive enough points during the event to be able to receive the star ultronWe understand your investment in the game, but are unable to supply this item to your account at this time as it would be unfair to other players who gained points similar to your amount, and also did not receive this prize
We also understand your concerns in regards to the recent changes in arenasWe have provided the game team your feedback in regards to this, and can assure you that your feedback as well as feedback we have received from others will be discussed for future developments
Thank you for your patience, and if you have any further questions or concerns, please do not hesitate to let us know
Best regards,
The Kabam Team

Complaint: ***I am rejecting this response because: They did not admit that they're marketing was deceptive, nor remedied by providing a refundIn order for me to accept a response, I would like them to admit fault on deceptive marketing and promise to stop such offers or provide a refund which they can manually do.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/12/08) */
Hello,
Thank you for taking the time to submit this to case to us
We would first like to apologize for any frustration that these changes may have caused, as we understand it can be disappointing when an in game change negatively impacts
your experience
Marvel Contest of Champions is a dynamic, online gaming experience with features that consistently get modified, and the intention is always to make changes that best suit the satisfaction of our players, but we also have to make changes that, though, unpopular at the time, allow us to make improvements later down the lineFor instance now with this change we have much more design space to work with, and design levers to balance aroundThis could mean a large amount of positive changes for the community in the future such as increased healing on Potions, or improved Quest Rewards to name a fewWe can not guarantee that these or any other changes will be made, but it gives us much more room to do so if we decide to go down that routeWith all of this 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 Consumer Rebuttal /* (3000, 7, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I cannot accept this response as you clearly mention that there are no future plans for this change and it's made "just in case"If you consider that a change that has a clear opposition by all players (as stated on the forum pages) is something that you should continue then it's a sad direction you are taking
Furthermore, you didn't address the fact that the drop rates for items and heroes in the last week have drastically changed for the worstWhen will you tell us the drop rates or at least accept that you manipulate them constantly?
You claim that a refund is something you can't provide, then I would request from you XXXXX units so that I can get enough potions and revives that I'll be losing due to the useless cap you have set ,4* crystals due to the manipulated hero drop rates we have experienced and full energy refills as these have DISAPPEARED from the arena crystals
Thanks
Final Business Response /* (4000, 9, 2015/12/16) */
Hello,
Thank you for taking the time to submit this to case to us
As mentioned previously we wanted to open up the design space allowing us to be more flexible with content that used Consumable ItemsWe felt that the previous system limited this design space, and so we decided to make a change that we believe will be beneficial to the game and community later down the lineIn regards to your drop rate concerns there are several in-game factors which determine the drop rates of Champions, or items in general, but please know that these factors were created with players concerns and feedback in mindWe believe that our system keeps a strong balance of offering an opportunity to win while maintaining the rarity and integrity of those valued itemsWith that in mind allocating any additional resources to your account for this matter is beyond the scope of what we can provide in this situation
We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week
Regards,
Kabam Support
Final Consumer Response /* (4200, 11, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They do not offer any solution at allThey justify their change with a lie

Initial Business Response /* (1000, 5, 2015/12/10) */
Hello,
Thank you for taking the time to submit this to case to us
We would first like to apologize for any frustration that these changes may have caused, as we understand it can be disappointing when an in game change negatively impacts
your experience
Marvel Contest of Champions is a dynamic, online gaming experience with features that consistently get modified, and the intention is always to make changes that best suit the satisfaction of our players, but we also have to make changes that, though, unpopular at the time, allow us to make improvements later down the lineFor instance now with this change we have much more design space to work with, and design levers to balance aroundThis could mean a large amount of positive changes for the community in the future such as increased healing on Potions, or improved Quest Rewards to name a fewWe can not guarantee that these or any other changes will be made, but it gives us much more room to do so if we decide to go down that routeWith all of this 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

Greetings,Thank you for writing in and we hope you are having a wonderful day thus farAs we understand it, you are unhappy with the contents of the monthly Unit card due to the graphic used in the payment storeWe are very sorry to hear this and would be happy to help you to our fullest
extent.The intent of the monthly card is to allow players to get a bit more from their purchaseOur standard Unit purchase bundle in-game is (before tax) for UnitsThe monthly card offers three times this value granting a total of Units over the course of the month to participating players.We know these are a bit different from our typical purchase bundles so we did want to be sure the contents were as clear as possibleIn the card, we show two graphics detailing exactly what players can expect to receive; for this bundle, you will receive a purchase bonus of Units along with Units for every day you log in (for a total of 2550).We are very sorry if this did not meet your expectations however we are not able to reverse any Unit purchases at this timeThank you again for reaching out to us and providing your thoughts on the monthly card graphic; this is feedback we will be taking into consideration when creating future promotions and offersWe do hope you have a wonderful rest of your day and wish you the best of luck in the Contest!Regards,Kabam Support

Initial Business Response /* (1000, 5, 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 confusion or frustration that this matter may have causedWe do uphold players account security on our end, and so we expect
players to uphold account security on their endIf the Units that were purchased were used by another player then we advise not sharing your account information, or placing a pin on your device so that no other person other than yourself can access the accountWith that being said if you are still concerned that another player has access to your account we do advise not only resetting your Kabam password, but also your Google Play/iTunes password *** with your linked email address passwordOn that note returning your Units to your account after purchases were made with the Units, and the purchases were used 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
Kind Regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 7, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would accept ur response if it were a known person or anyone I ever came in contact withBut the GAME WAS HACKED! MY ACCOUNT WAS LOGGED IN ON A RANDOM DEVICE N MY ACCOUNT UNITS WERE STOLEN WITHOUT MY KNOWLEDGEPlease understand that its a mistake on your end with the securityI still cant keep prolonging his and waste both yours and mine timeIt is only fair that you refund to me stuff I lost without my knowledge and which was not my mistake
Final Business Response /* (4000, 9, 2016/01/07) */
Hello,
Thank you for taking the time to get back in touch with us
We would first like to apologize for any confusion or frustration that this matter may have caused, however, we do uphold players account security on our end, and have not had any instances where accounts were compromised on our endIf the Units that were purchased were used by another player then we advise not sharing your account information, or placing a pin on your device so that no other person other than yourself can access the account as the player did not have access to the data from our internal serversOn that note as mentioned previously returning the Units to your account after purchases were made, and used 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
Kind Regards,
Kabam Support

Hello,
Thank you again for writing to us
In review of your response, please understand that we will be unable to provide items for a reported issue until the issue has been identified and is in the process of being resolved
In order to work with you in verifying the cause of an issue and how we can resolve it, we will need you to communicate with us via a Support Ticket in our Kabam Support systemWe apologize if our previous communications and previous statements have given you the idea that contacting us directly will not be of help, but please know that without this contact, we will be unable to resolve your concern
Once we have received contact from you in a Kabam Support Ticket, we will be more than happy to do whatever we can to help resolve this occurrence for you and provide any items which would help with losses due to the issueThank you very much again for your patience and understanding with us
Best regards,
Kabam Support

Complaint: ***
I am rejecting this response because: No proof or evidence is given to substantiate the claims of violating the terms of service resulting in a permanent ban of my accountFurther action will be taken if this is not resolved
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/10/09) */
Hello ***,
Thank you for taking the time to submit this case to usAfter reviewing your correspondence with our team in Case #XXXXXXXX, it does appear that we have since come to an agreement in terms of a resolution to this issueWe
hope that you have found our resolution to this matter satisfactory, though if you have any additional inquiries regarding this case, please let us know
Regards,
Kabam Support

Complaint: ***I am rejecting this response because:It did little to address my concerns with your customer serviceI appreciate the gesture concerning the parry node, however I'm confused why I was credited units here when the customer service representative I talked to concerning the same exact issue told me all I could be given was team health potions worth no where near unitsAll too often I get told one thing by Kabam and it turns out to be informationI feel like I'm getting the runaround every time I contact customer service with an issue and this interaction has only strengthened that feeling.Sincerely,*** ***

Complaint: ***I am rejecting this response because:
This is the exact same canned text that they sent the first time, which I rejected because they are refusing to compensate me for their error, which they admit to making, and further admit to compensating players from time to time, and in the same breath, say that compensation is beyond the scope of their abilitiesThis makes no sense, much this companyI am again asking the Revdex.com to look into this company's inability to provide a reliable product or resolve it's company's failures to provide customers with reasonable (or any) compensation when their product fails to work as promised. Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/07/23) */
Greetings,
Thank you for reaching out to Kabam support in regards to the recent issues you have encountered with cheaters in the game
We apologize for any distress this issue has caused you, we know how frustrating situations such as this
can beWe would like to assure you though that we are continuing to work diligently on creating new and better cheating detecting softwareWe have recently been able to implement better cheating detection within the game which should hopefully help things for a whileIssues such as this can be difficult to complete eliminate since as we are continuing to develop new software to combat cheaters, cheaters also continue to develop new strategiesWe have a team here who is dedicated to combating these cheaters, and will continue to stay as much ahead of the curve that we are able
What helps us stay ahead of the curve the most is player's like you who report cheaters and any specious activityWe greatly appreciate your reports and apologize if it seemed we were not taking them seriouslyAll reports are taken extremely seriously, there just isn't much we are able to inform the reporting party due to our privacy policyBut do not worry though, as we investigate each and every report received by us, and take any action necessary
Thank you for your patience and understanding in regards to this
Best regards,
The Kabam Team

Initial Business Response /* (1000, 10, 2015/08/28) */
Hello,
Thank you for taking the time to submit this case to usFrom what we understand you have some concerns related to the security of your Hobbit: Kingdoms of Middle-earth account, and we will be happy to address this issueWe certainly
understand the importance of account security, and we assure you that we share your concerns
Upon a detailed investigation of this matter, we have obtained evidence that account your details were shared with other players, which appears to be the reason why your account was able to be compromised
Please understand that as the sharing of account information is explicitly prohibited by our Terms of Service, action will need to be takenAs our records indicate that your account has been suspended prior to this incident for other serious offenses, this suspension has been escalated to a permanent banWe thank you for your patience and understanding in this matter
Best regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 12, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No, as I said repeatedly, only my email address was given outMy password *** changed repeatedly and yet my account was still accessible ONLY using my email address, as I documented proof ofI don't recall my giving out my personal email address to anyone ever being anybody's businessI stated many times that the person accessing my account was using a third party game client that could bypass *** account security using only an email addressI reported a massive amount of cheating taking place within the game and the businesses response after taking the information was to throw me in with the cheaters and ban me alongside themAnd now when I complain about their faulty security and practices they escalate it to a permanent ban of my account simply because I attempted to uphold the integrity of THEIR game! I will only accept the reinstatement of my account and a return of the items I lost, or a return of the money I spent
Final Business Response /* (4000, 14, 2015/09/26) */
Greetings,
Upon further review of the evidence we have on this matter we came to the same conclusion as beforeWe will be unable to overturn this banWith the level of account sharing found we believe the actions taken were appropriate
Regards,
Kabam Support