Kabam, Inc.

Initial Business Response /* (1000, 6, 2015/08/19) */
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 causedThis is currently a known issue that our Development Team is currently working on
resolving for players as soon as possibleWith that being said it is only a temporary issue that will resolve itself once a player's device has been restarted
We understand that you likely were not aware of this workaround, and the issue negatively affected your experienceHowever, we are unable to confirm that you would have ranked high enough for the 4* Yellowjacket had the issue not prevented you from competing in the ArenaDue to the fact there is no way to verify this, and allocating the 4* Yellowjacket to your account would negatively impact the value of all other players that received the Champion allocating one to your account is beyond the scope of what we can provide in this situation
With that being said we would like to do our best to help you in this situation, and have provided Premium Hero Crystals to your account, as well as an additional UnitsWe 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, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although you can't define if I would have been able to place on the rank or not is exactly hat you can't know as you blocked me from playing for over hoursOnly in the first half an hour I made 130k points which means that after hours I could have easily gotten at least a million pointsSince this bug completely discouraged me from going on the arena as hours are EXTREMLY crucial to the game you can understand that I had no possibility to rank after the bugBased on the data I found in the forums the cutoff was around 3,million so by that math I could have easily ranked
Furthermore you are ignoring the fact that the drop rate in the premium crystals you are offering me is unknown as you are NOT providing such information to anyone making it worst than gamblingThe least you can do is to give me a 4* crystal or enough units to get one when I get an offer
Something that I would consider is providing me a lesser compensation IF you can provide the details of the premium crystal ratiosNot providing the ratios makes me think the ratios aren't fixed and you manipulate them constantly
Final Business Response /* (4000, 11, 2015/09/04) */
Hello,
Thank you for taking the time to get back in touch with us
We would like to once again apologize for any frustration that this matter may have caused youIn our initial response we provided compensation to your account far beyond what we typical provide players because we understood how negatively this issue impacted your experience
On that note we are disappointed to hear that the previous allocation was not sufficient to resolve this matter for you, and have provided an additional Premium Hero Crystals to your accountWith that being said this is the maximum amount of resources we will be able to provide for this issueWe also wanted to reiterate that allocating a Star Crystal for this issue is beyond the scope of what we can provide due to the fact there is no way for us to confirm you would have ranked high enough to obtain the 4* Yellowjacket in this Arena
In regards to the other two concerns you have brought to our attention providing players with the drop rates on Premium Hero Crystals, or any Crystals for that matter is beyond the scope of what we can provideThis information is internal, and will not be shared with the communityAs for your in app purchase concerns, though this game does support in app purchases you can feasibly play the game without participating in the purchases, and many players have successfully done this
Regards,
Kabam Support
Final Consumer Response /* (4200, 14, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regarding the Yellowjacket Arena: the total milestones add up to premium crystals (without what could have been earned on the arena) so providing me crystals is less than half the amount of cyrstals I could have gotten only participating for the milestones
REgarding the other information:
"In regards to the other two concerns you have brought to our attention providing players with the drop rates on Premium Hero Crystals, or any Crystals for that matter is beyond the scope of what we can provideThis information is internal, and will not be shared with the community."
So how can users know that the odds are not changed by you whenever you want and the odds are fixed? How can you even offer an "increased chance" crystal when this can be completely and advertising? I'm sure that it's possibly even a crime! This answer only make me feel that there are no fixed odds and that you manipulate them
For the last part:
" You can feasibly play the game without participating in the purchases, and many players have successfully done this"
Feasibly: capable of being done, effected, or accomplished
This is not correctYou can see the huge amount of players at your forums that complain that progress in the game and in the events that you have can only be achieved by BUYING units on overpriced items and in-app purchasesThere is no feasible way of playing and actually achieving something without investing
If you want to achieve a good resolution the least you can do is provide me with the complete premium crystals and the Drop rates that ALL of the community is requesting to know that you are NOT robbing us

Initial Business Response /* (1000, 5, 2016/01/19) */
Greetings,
Thank you for taking the time to submit this case to us
We understand that you have noticed charges on your account that you believe to be unauthorizedOur recommendation is to contact your credit card company to replace your
card and to report the fraud
Thank you for your time and patience
Regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 7, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like a full refundI don't believe they are in authorized I know they areI have never downloaded anything from this company
Final Business Response /* (4000, 9, 2016/01/26) */
Greetings,
We understand from your reply as well as your primary case created on this matter that you did not authorize the charges that were made on your credit cardHowever when it comes to these types of issues being investigated and acted upon they are a conversation and action for you to have with whatever company or bank that issued the credit card to you
We will be unable to make any investigations into the purchases or any refunds of the chargesYour card issuer is well within their right and power to look into the charges, make the necessary charge backs to our company and recoup any of the transactions made to your card
Sincerely,
Kabam Support

Hello, Thank again for taking the time to submit this to case to us. It appears that our system accidentally banned your account once againDue to the way our system operates your account was flagged in a subsequent banned waveWe would like to sincerely apologize as this was not intentional, and have unbanned your account once again without any further delayYour account should no longer be flagged for previous Terms of Service Violations
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 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.As for the removal of the Leadership synergy, we found a large number of players were aiming for this one synergy to complete the Questing challenges; this made it tough for us to tune quest content in a balanced way for players who did not have these Champions due to the immense bonus it providedWith the removal of this synergy, we hope to provide a wider variety of strategies to take on the questing contentThis change will allow us to balance future content for all players at an equal level rather than balancing around the Leadership synergyWe understand that this may be a challenging change but ultimately we do believe this will allow us to provide the best gameplay experience possible for all of the Marvel community.With all that being said allocating a refund to your account is beyond the scope of what we are able to provide in this situationWe are providing the opportunity for 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

Complaint: ***I am rejecting this response because: every case is different you can not compare every customer like we are the same
you are putting with all the other that is grouping that is racistI did my own shopping base on product need it and you decided to eliminated product
and didn't refund me any money lost, now you are trying to put me on same category of every once else, making this a racist case,
you think because customer spend $dollar and those like me that spend thousand on your product we should be ok with you saying you are
removing the products and sorry for your lost
you need to give refundsyou are nothing but a theftSincerely,*** ***

Hello, We appreciate you taking the time to share more about your concerns. In order to ensure the security of our game, we must confirm that we are unable to share exact investigation details that led to the action taken on this accountWe can confirm that this account was permanently banned specifically in regards to account sharing and/or the use of third party applications that alter the mechanics of the game. We reserve the right to make judgement calls based on the severity of the Terms of Service violations we take action on, which means that certain offenses may come with different ban periods and require differing levels of actionThe actions taken and the time-frames are indisputableThis decision is made with the overall health of The Contest in mind, and the level of negative impact your Terms of Service violation may have had on other Summoners that play Marvel Contest of Champions.We are unable to return any items used in-game or return any Units for items that have been used as we are unable to remove the benefits earnedSuch an action could have a negative impact on The Contest and game economyIt is also an action that is against our Terms of ServiceFor further information on our Terms of Service, please see:***This account will remain permanently suspended, and we will not overturn this account suspensionAny such actions are considered final. Regards,Kabam Support

Complaint: ***I am rejecting this response because: the reply provided to this complaint is just a copy paste replyWhat has my inability to play as I did a few months ago to the fact they have an “system to avoid exploiting”All the troubleshooting they mention is useless as the same errors happen even after a fight is reset even with 50% less lifeI want my items back
Sincerely,*** ***

Hello,Thank you for contacting Kabam Customer Support.We would first like to apologize for any frustration or inconvenience that this matter may have causedWe discovered an exploit with the Gifting badge and had to take swift action in order to ensure that the integrity of the Contest was in tact
These players were actioned, but in the mean time we also needed to disable the feature while we decided what to do moving forwardWith that being said we have decided to implement the Gifting Badge once again with some slight alterations to ensure the exploit can not be reproducedFor additional information and updates please follow the link that can be located at the bottom of this replyWe did also want to mention that though we empathize with your frustration providing compensation for an intended decision that affected the entire community is beyond the scope of what we can provideWe appreciate you taking the time out of your day to contact us and hope that you have a great rest of your weekRegards,Kabam Support***)

Hello,Thank you for again for contacting Kabam Support. We reviewed your ticket, and it appears you are concerned with recent performance issues in the game that caused losses, as well as dissatisfaction with how your concerns were handled in direct contact with Kabam SupportWe
apologize for any inconvenience these problems have caused
Please know that if you have experienced lag, delays, or crashes, then it is likely a local issue is occurring for the device or the install of the game on the device.To ensure this isn't the case, we first recommend completing all of the steps listed in the troubleshooting provided below depending on which type of device the problems are occurring for (Android or iOS):Android Troubleshooting is located here: ***iOS Troubleshooting is located here: ***We are always working to improve the performance of Marvel: Contest of Champions and we will continue to release these improvements in future updates
We'd like to take a moment to apologize for any mistakes or misunderstandings on our team's part, in assisting you with your Kabam Support TicketsRest assured that we want to help our players in the best manner possible, and so it's never our intention to leave a player feeling like they did not receive sufficient help
Please understand that we won't be able to provide the requested refund for purchases made in the gameHowever, we hope that this troubleshooting material is helpful for you, and if you would like any further assistance or if you have any questions or concerns please feel free to write into our Support directly as we are always happy to help
Best regards,Kabam Support

Hello,Thank you for taking the time to submit this to case to us.Our records indicate that your account has been banned for violating our Terms of Service, specifically in regards to account sharing and/or the use of third party applications that alter the mechanics of the gameIn order to ensure
the security of our game, we will be unable to share exact investigation details that led to the action taken on this accountFor further information on our Terms of Service, please see:***Due to the results of our investigation the account will remain permanently suspended, and we will not be providing a refund for services renderedThis decision is final and will not be overturned. Regards,Kabam Support

Initial Business Response /* (1000, 5, 2015/10/06) */
Hello,
Thank you for taking the time to submit this to case to us
After reviewing your listed contact email we were unfortunately unable to locate your account in either our Customer Support system, or the Marvel Contest of Champions
systemIf you could please provide the following information we should be able to locate your account, and further investigate your original concernPlease note that the Revdex.com is completely public so please do not share any information you do not feel comfortable providing
- Your username(as it appears exactly in game)
- Your Alliance's name(as it appears exactly in game)
- The email address your Marvel Contest of Champions is linked to
We appreciate you taking the time out of your day to assist us with this matter and we look forward to your next response
Regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 7, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the response
They have asked me for more info to look at the accountNothing elseNothing has been resolved
*** (username)
*** Alliance (1tsa) /(alliance)
***@aol.com (email)
I would like the black spiderman and Deadpool X-force which I earned fair and squared
Thanks
Final Business Response /* (4000, 9, 2015/10/16) */
Hello,
Thank you for taking the time to get back in touch with us
We would also like to thank you for providing the requested information, we were able to locate your account details with the information providedAfter reviewing your account it appears that in the X-force Deadpool Arena you scored a total of 406,points which placed you at Rank 16,and qualified you for the top - 30th percent rewardsThese rewards were 175x Star Crystal Shards, and 2x Premium Hero Crystals and these were successfully provided to your account and claimed on Sun Sep 20:02:UTC
For the Black Suit Spider-man Arena you scored a total of 384,points which placed you at Rank 18,and this again qualified you for the top - 30th percent rewardsThese rewards were 175x Star Crystal Shards, and 2x Premium Hero Crystals and these were successfully provided to your account and claimed on Fri Sep 02:43:UTC
Due to the fact we were able to verify your Rank did not qualify you for a Star Black Suit Spider-man or X-Force Deadpool allocating the Champions to your account is beyond the scope of what we can provideWith that being it does sound like you may have some confusion surrounding the system itself and we would be more than happy to address that for you
We have many different types of Events that have different rankingsFor example, a 4-Star 3vsArena may grant Heroes to the top players, whereas a 3-Star 3vsArena may grant Heroes to the top In this way, rankings do depend on the specific EventOn that note you can click on the View Rewards button on each individual Arena in order to view the Ranked, and Milestone rewards for that specific event, and this will also indicate the reward's requirement
Additionally, due to the fact Arenas are based off of how well you perform in relation to the other players participating, obtaining the same, or similar score as you have in the past does not guarantee the same resultsThis can be especially true when a new Champion enters the Contest as more players will want the opportunity to compete for themWe do appreciate your feedback though, and we will absolutely work towards removing any unnecessary confusion for 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
Regards,
Kabam Support
Final Consumer Response /* (4200, 11, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Could you please show the Revdex.com these rules, regulations, and numbers you are talking about? Where are these guides? In which web-page? And don't say it is buried in some forum mix with opinions
Can you provide the Revdex.com and me with all these rules that affect my rewards written clearly somewhere?
Are they in the game?
Kabam website?
As far as I know they are NON existantAnd this is because I assume Kabam is trying to create comfusion amd misguidance
The result of misguidance is not obtaining any reward and therefore creates uncertainty and shows how little transparent Kabam acts towards customers
The Revdex.com should ask as well where are the rules, regulations and rewards infoemation clearly stated
In return for these acts of creating frustration and leaving people in the dark Kabam should go out of their "scope" and make clear rulesFurther, if Kabam has no time to make rules and guides clear they should award those who cannot find a way to find out what happened with their rewards
I'm very upset with your dismmissal attitudI would like to be rewarded foe the effort and time spent in those arenas othwrwise my complaints will escalate I have contacted NBC and I should be able to tell them how poor customers getbtreated by these billionare companies
First I would like clear rules and guides of how the arena works stated in a website for everyone
Second I would like to be rewarded handsomely for my time spent in the arenatwiceI didnt get my reward because you havent post any guides

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 as we know another player accessing your account and deleting your Champions would be stressfulWith that being said account security is the
responsibility of the player as we uphold the security of the account on our endProviding a full reversal of sold Champions is not within the scope of what we can provide, but we have done our best to help you as much as we can by providing the following Champions to your account.- 5-Star Ironman- 5-Star Hawkeye- 5-Star Winter Soldier- 5-Star Captain Marvel- 4-Star Thor (Jane Foster)Please note these Champions will not be duplicated, and will be at level and rank 1. We understand that this may not have been the exact response that you were hoping for and we would like to sincerely apologize for any disappointment that it may have caused as this was not our intention, but we hope that this information and the Champions that have been returned have been helpful regardless. We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards,Kabam Support

Complaint: ***I am rejecting this response because: all they doing is sending leak to post and information about new product available
they refuse to contact me by phone or email to discuss a possible solution, I had spend money and their product don't work as advertise
so they should do refund or give a different product equivalent to broken productSincerely,*** ***

Initial Business Response /* (1000, 5, 2015/11/20) */
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 causedTo help provide some additional context there is no issue with the
Summoner portrait display, the display is based off of Base PI rather than total PIWe apologize for any frustration that this mechanic may cause, however, it is intended and at this time will not be alteredWe also understand that you have set your masteries up in a very specific way in order for the champion with the highest base PI to also have the highest total PIDue to the fact that we are always fine tuning masteries and champions it is entirely possible that the PI will fluctuate when changes are madeDue to the fact that any changes made are intended design decisions, and the fact that the Summoner portrait is intended to display the champion with the highest base PI allocating any items or Units for this matter is beyond the scope of what we can provide
In regards to your second concern, in your original correspondence with us you admitted to accidentally selling an extra Champion due to the fact that your math was wrong, and not because of server lagIn the past this reversing the transaction was a service we could provide to players, however, we no longer offer that serviceWith that being said we understand that mistakes happen and as a one time exception we have provided a Star Yellowjacket to your account as a showing of good faithWe did want to mention that this is the base version of the Champion and we will be unable to provide any of the upgrade materials
As for your final concern to help provide some context we were testing a few improvements to the Crystal Shard mechanic and the system unintentionally released an offer that was not meant for live serversThe offer allowed players to claim Star Crystals for a discounted Shard amount beginning at Shards for a Crystal and progressively scaling back up to the amountAs soon as the malfunction was identified we removed the offer, and only a few players were able to take advantage of it prior to removalDue to the fact that it would be unfair to provide the offer to your account and not provide it to the rest of the community doing so is beyond the scope of what we can provide in this situationWe 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
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, 10, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello, and thank you for the prompt responseI do accept that the latter two issues have been resolved, however the first issue still concerns meI have reached out to your support team and they advised me that both my top champions have the same exact base pi, which is what is causing the display issueThey told me that they have forwarded this information to the game team to review for a possible fixI was not aware of this issue, and by trying to fix it I wasted a lot of resources in mastery pointsI spent some money and feel like it was thrown away for nothing because this was not an issue until the most recent game updateI would like to request some sort of compensation for my loss of money/gold/units that could have been invested better elsewherePlease consider meeting me in a fair compromise, for I have invested much time and money into this gameThank you
Final Business Response /* (4000, 12, 2015/12/01) */
Hello,
Thank you for taking the time to submit this to case to us
In the event a player has multiple top Champions with the same base PI the Summoner Portrait is determined by the Champion that was obtained firstThough we do apologize for any confusion that this mechanic may have caused, the mechanic is working as intendedAs mentioned previously we are always fine tuning masteries and champions it is entirely possible that the PI will fluctuate when changes are made and allocating resources each time a Champion's PI fluctuates 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, 14, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a resolution at allI am a paying customer and apparently you are a business that does not appreciate your customersAny other business makes thing right when they make a mistakeI went ahead and fixed the display issue myself, and just ranked a star champ insteadThe star champs are useless right now anyway, I regret even getting them nowI have spent a lot of time, money, and effort to progress in this game and I expect to be treated like a valued customerYou seem to just want to blow me off and ignored your forums where several players have stated they are unhappy with the way you run your businessYour game is great, but the management seems very greedyFor everything I have sacrificed within the game, I have received very little reward in returnYou have these targeted unit specials and crystal specials, like mentioned already about the discounted shard crystalA veteran player like myself doesn't see this as fair because I didn't get that break when I first started playingHow is it fair that new players have star champs within weeks when it took me MONTHS to get oneAs far as my probelm goes, I wasted a lot of resources trying to fix a problem that you had messed upI wanted to proudly display my star champions that I sacrificed many star champions, awakened and ranked with hard to obtain catalysts, and what is my return for this investment? I can't rank them, can't use them in arenas, and they don't even display properly because someone overlooked that they had the exact same base piSo....I WASTED A TON OF MONEY for nothingI wish I had never gotten them, it was obviously a bad idea on my part, but its too late for regretMy problem with you is that you fail to see that I am a PAYING customer and I paid for absolutely nothingI feel ripped offI tried to correct a display issue that you had caused and have no motivation to fixNothing was explained to me or very clear that this issue could not be fixed until I went through all this trouble to get answersAt this point ANYTHING would be fair if you want to resolve this caseYou have only made me more angry by blowing me off and telling me there's nothing you can do and basically treating me like you don't care at all that I or thousands like me have paid your salaryWe enjoy this game, but you need to be more fair with your players and not all about your own gainYou have the rights to use the Marvel name and Marvel characters, you should not drag its good devoted fans through the mud because of your money grabbing tacticsI understand you are a business but treating your customers badly does not give you a good reputationIf I go to a restaurant and they mess up my order, the fix it or its freeYou want to tell me there's nothing you can do? Sad, very sadThis can go on and on if you want to refuse to have any accountability, or you can have a heart and do the right thing

Initial Business Response /* (1000, 5, 2016/01/26) */
Greetings,
Thank you for contacting us todayBased on your email, it seems you experienced an issue with your Grail Knight subscription expiring days prior to the set expiration dateOn contact with our support team, we were unable to
verify this loss and were unable to provide a restoration as a resultPlease accept our sincere apologies for any frustration this has caused and we would be happy to investigate this issue further
After reviewing your previous case and your account purchase history, we were able to verify a 3-month subscription purchase which has since expired not counting any bonus subscription daysTaking into account these bonus days, we were able to verify the loss of approximately 2-months worth of subscription time including any devotion accruedPlease accept our sincere apologies for this and that we were unable to address this issue in a timely mannerUnfortunately, we cannot directly grant subscription time or devotion to any account; with that said, gems have now been granted to your account to aid in purchasing new subscription time and any game or devotion specific items needed to regain Grail Knight level
Thank you very much for your patience and understanding and we do hope these Gems aid in restoring your previous Grail Knight feature progressIf you have any questions or concerns regarding this matter, please let us know and we will do our best to answer those for you as soon as possibleOtherwise, have a wonderful rest of your day
Thank you for playing Heroes of Camelot!
Regards
Kabam Support

Initial Business Response /* (1000, 5, 2015/09/03) */
Hello,
Thanks for taking the time to contact us about the issues you've had with Fast & Furious LegacyWe understand that this is frustrating for you, and we are here to help! If you could please provide a bit more specific information about
the Tournaments you experienced these issues with, such as the dates and type of event, as well as describing the issues themselves, we will do some looking into this for you, and address these issues as quickly as possibleThank you so much for your patience as we work on this for you, and we look forward to your response
Regards,
Kabam Support Team
Initial Consumer Rebuttal /* (3000, 7, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have confirmed on numerous occasions and proven with evidence that crews with lesser points were being reported as currently in first place while the first place crews were being noted as 2nd place in an effort to extort money from the playerstournament examples include the Viper Time Attack Crew Mission from July 26, and the Class B Face off Crew Mission from July 30, No effort was made to correct this issue until SeptemberNow the last mission and current Mission the entire Crew Mission is blind and rankings are not shown at allThis has been reported and no action has been taken
On the financial request, it has been discovered and reported on separate occasions that entire servers have been given discounted pricing on all cars, visuals, part crates, garage spots etc for less than 8% of the cost to regular players including myself giving an unfair game advantage to players included on these serversThis is unacceptable and I will not accept any less that 90% of all monetary input refundedThese discounts were only removed when other players began reporting the frustrationThe initial discovery was Aug 13, An example of the unfair valuation is a Body Kit normally was gold while the players on the servers impacted the cost was goldMost recently a Premium crate including one of the top cars in the game was offered to the same server of people for again less than 8% of the price to additional playersAll other items were also discounted as well againKabam offered gold which was less than it would cost to buy 1/6th of a the same crate while it would have bought crates with the discounted pricing
Finally, there have been multiple issues where crates were expected to include parts and only included 3, or crates to include multiple specialty crates yet compensation was ingnored
Additionally, level is reported as the final level in the gameThis has been reported ongoing for months and no action has been takenThis prevents players from continuing play and essentially ending the game for themForum posts have been removed by Kabam reporting this issue and tickets closed without resolution
I could list more examples but I am willing to offer Kabam any items purchased in my account to be removed as they feel appropriate and refund the requested 90% of all spendOnce completed, I will accept the resolution and allow the case to be closed satisfactorilyUntil then I will continue to pursue this action and further action if needed until resolved fairly
Final Business Response /* (4000, 9, 2015/09/24) */
Greetings,
Thank you so much for taking the time to get back to us regarding these issuesIn regards to Leaderboard Ranking, please keep in mind that the leaderboards do not update instantly; if the server load is heavy from a large amount of players, it can take time to update, which can create the appearance of missing points or stuck ranks, or even abnormally large ranking changes near the end of the eventRegardless, we absolutely understand this is a frustrating situation, and our Game Team is currently working to improve the functionality of the Leaderboards
As far as the different Gold pricing promotions go, we are truly sorry for any frustration that has been caused by these split testsSplit tests are incredibly important to the future of the game, as they allow us to test new promotions on specific groups of playerPlease know that while it may seem unfair to offer these promotions to a limited group, this is done to make sure the promotion is functioning correctly, and they are usually offered to the rest of the player base once we have collected the data from the test
With the Deluxe Part Crate, the extra two Crates were allocated to all players who were affected by the issueIf you purchased one during the issue window, and only received three Crates, the extra two were later allocated to resolve this
Unfortunately, we are unable to provide monetary refunds as per our Terms of Service AgreementYou can read the Terms of Service here https://www.kabam.com/corporate/terms-of-service, but the important sections are as follows:
"YOU ACKNOWLEDGE AND AGREE THAT YOU ARE FULLY LIABLE FOR ALL FEES AND CHARGES MADE THROUGH YOUR ACCOUNTYOU 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
YOU ACKNOWLEDGE AND AGREE THAT YOU ARE FULLY LIABLE FOR ALL FEES AND CHARGES MADE THROUGH YOUR ACCOUNTYOU ACKNOWLEDGE AND AGREE THAT THERE ARE NO REFUNDS FOR FEES AND CHARGES MADE THROUGH YOUR ACCOUNT
All purchases of Virtual Currency and Site Items are final and under no circumstances will be refundable, transferable or exchangeableBy purchasing Virtual Currency and Site Items (e.gclicking or tapping the relevant purchase button), you are confirming that you want the Virtual Currency and/or Site Item immediately credited to your Account and that by doing so you lose any cancellation rights under applicable laws, including but not limited to the EU Consumer Rights Directive (2011/83/EU) and/or any national laws implementing it."
We are truly sorry for the inconvenience that these situations have caused for you, and we do understand your perspective regarding these issuesWe will take all of your feedback into consideration, and will provide it to our Game Team for consideration in future updatesThank you so much for your patience and understanding, and please have a wonderful day
Regards,
Kabam Support Team
Final Consumer Response /* (4200, 11, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have confirmed on numerous occasions and proven with evidence that crews with lesser points were being reported as currently in first place while the first place crews were being noted as 2nd place in an effort to extort money from the playerstournament examples include the Viper Time Attack Crew Mission from July 26, and the Class B Face off Crew Mission from July 30, No effort was made to correct this issue until SeptemberNow the last mission and current Mission the entire Crew Mission is blind and rankings are not shown at allThis has been reported and no action has been taken
On the financial request, it has been discovered and reported on separate occasions that entire servers have been given discounted pricing on all cars, visuals, part crates, garage spots etc for less than 8% of the cost to regular players including myself giving an unfair game advantage to players included on these serversThis is unacceptable and I will not accept any less that 90% of all monetary input refundedThese discounts were only removed when other players began reporting the frustrationThe initial discovery was Aug 13, An example of the unfair valuation is a Body Kit normally was gold while the players on the servers impacted the cost was goldMost recently a Premium crate including one of the top cars in the game was offered to the same server of people for again less than 8% of the price to additional playersAll other items were also discounted as well againKabam offered gold which was less than it would cost to buy 1/6th of a the same crate while it would have bought crates with the discounted pricing
Finally, there have been multiple issues where crates were expected to include parts and only included 3, or crates to include multiple specialty crates yet compensation was ingnored
Additionally, level is reported as the final level in the gameThis has been reported ongoing for months and no action has been takenThis prevents players from continuing play and essentially ending the game for themForum posts have been removed by Kabam reporting this issue and tickets closed without resolution
I could list more examples but I am willing to offer Kabam any items purchased in my account to be removed as they feel appropriate and refund the requested 90% of all spendOnce completed, I will accept the resolution and allow the case to be closed satisfactorilyUntil then I will continue to pursue this action and further action if needed until resolved fairly

Initial Business Response /* (1000, 5, 2016/01/14) */
Business Response
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 *** did indeed provide a Star Gamora, and not a Star Jane FosterTo help provide some additional context once the player has clicked on Open *** 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 Star Jane Foster, 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, 7, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this responseIt is said the spin is merely cosmeticI understand thatBut not awarding me the character it landed on is purely a mistake on KABAMs faultThey say no further compensation can be provided, I was never compensated at all for their mistakeI would like any star character that I do not currently have, such as cosmic spiderman or the new spiderman, as initial compensationOr units to replace the cost of the special crystal I purchased
Final Business Response /* (4000, 9, 2016/01/28) */
Hello,
Thank you for taking the time to submit this to case to us
We would first like to once again apologize for any confusion, and frustration that this matter may cause, but our records show the carousel landing on a Star Gamora and not a Star Jane FosterThe explanation that was provided was to provide context that what you received from the *** was the correct ChampionWith that being said we understand that there has been some confusion regarding this matter so as a showing of good faith we have allocated the Units used to purchase the *** to your account
We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week
Regards,
Kabam Support
Final Consumer Response /* (2000, 11, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the return of my units spent on the crystalBut if the crystal spin is truly cosmetic and has no effect on which character is actually won, might I suggest that kabam gets rid of the crystal spin entire to prevent any more confusion or issues regarding the rewards from the spin

Hello,Thank you for taking the time to submit this to case to us.While our development team is constantly working to optimize the game to ensure as smooth a gameplay experience as possible, please be aware that many factors go into the stability of a mobile network connection at any given time
While server-side issues can sometimes cause latency and/or disconnects, these can also be caused by device hardware, operating system, configuration, mobile network, ISP specific issues, etcWhile we cannot provide specific technical support for the infinite possible combinations of hardware, software, and networks that our players may be using to access Marvel Contest of Champions we have been working on getting a comprehensive reporting system for players to be able to provide detailed crashing reportsWith additional information we may be able to identify trends and due our best to resolve any underlying issues we are able to locateWe would like to apologize for any frustration that this matter may have caused you, however, providing any compensation for this matter is beyond the scope of what we can do 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 weekRegards,Kabam Support

Initial Business Response /* (1000, 5, 2015/06/15) */
Greetings,
Thank you for taking the time to submit this case to us
We would like to first sincerely apologize for any confusion or inconvenience that this issue has causedWe became aware of the issue with players being unable to login
to three of our servers (4,8, and 12) and worked as fast as we could to get those back up and running againIn doing so we decided to grant a package to help compensate for the time they were out of the game, but we only did so for characters/players that were on one of the affected servers as it was determined no other servers were affected during this time
As is the case, if you were one of these players on those servers then you have since received the compensation package that the game teams createdIf you were not on one of these servers then you did not receive a package and we will be unable to grant one to you
Again, we apologize for any inconvenience that this issue has caused
Sincerely,
Kabam Support

Initial Business Response /* (1000, 5, 2016/01/18) */
Hello,
Thank you for taking the time to submit this to case to us
We would first like to apologize for any frustration that this Arena may have causedThere was indeed an issue that resulted in the two brackets(Beginner and Intermediate)
becoming mixed up, and we have since resolved the issue so that it will no longer occur in the futureWe understand that resolving the issue for the future does not change how this matter affected you, but due to the fact there was no realistic way to revert the original distribution of prizes redistributing the prizes would have further compounded the issueOn that note providing any additional rewards for this matter is beyond the scope of what we can provide in this instance as this would be unfair to the rest of the affected communityWe understand that this may not have been the exact response that you were hoping for and we would like to sincerely apologize for any disappointment that it may have caused as this was not our intention, but we hope that this information has been helpful regardless
We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week
Regards,
Kabam Support