Kabam, Inc.

Complaint: ***I am rejecting this response because:This is the typical generic response that I receive whenever I contact supportThis is actually the exact reason for my complaintThe lack of customer service is appallingThe first response is to always blame the customer’s device or question if they’ve downloaded tge lastest version of the gameAfter months of customers complaining about the same issues, they have yet to take any responsibility for anythingThe fact that they sent the same generic response to an organization like the Revdex.com illustrates a certain level of arrogance in my humble opinionNoI absolutely reject this responseIt’s not even close to anything that resembles an adequate response. Sincerely,Josh ***

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 sharing your account which is a strict violation of our Terms of Service. For your convince I have included the specific section on account sharing below, and for a more detailed overview of our Terms of Service you can locate it on our homepage at https://www.kabam.com/
"YOU ARE ENTIRELY RESPONSIBLE FOR MAINTAINING THE CONFIDENTIALITY OF YOUR USERNAME AND PASSWORD [redacted] ALL ACCESS TO AND USE OF YOUR ACCOUNT, INCLUDING ANY AND ALL ACTIVITIES (INCLUDING USE OF VIRTUAL CURRENCY, SITE ITEMS, OR SERVICES ON OR THROUGH THE WEBSITES OR THIRD PARTY PLATFORMS, AS APPLICABLE) THAT ARE CONDUCTED THROUGH THE USE OF YOUR USERNAME AND PASSWORD [redacted] OR NOT AUTHORIZED BY YOU. You agree not to transfer or resell or otherwise convey your Account or the right to use your Account or rights therein to anyone. If you have reason to believe that your Account is no longer secure, you must: (i) promptly change your password [redacted] (ii) immediately notify us of the problem by e-mailing us at [redacted]@kabam.com (with the subject line: "Username Password [redacted] Issues").
You may not use anyone else's Account at any time and you may not allow anyone else to use your Account at any time. You 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 Account. Because of this, Kabam strongly recommends that you exit from your Account at the end of each session. "
We have since double checked your account, and have been able to verify there were no false positives in your investigation, and the action taken against your account was warranted. Due to this the action taken on your account will not be overturned, and War Machine will not be returned to your account.
Regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 7, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I thoroughly agree with their response, but with this still there was actual US dollars spent on this event. As I understand the player was taken, but they also took my money which I used to get the player. With that being said there have been other players in the game whom had received their player back. If you chose not to give me my player back I am ok with that, but you cannot take the units and real actual dollars spent as well. That in my mind is not morally correct. I'm trying to find a middle ground here, but you seem not willing to work with me. Especially when I know for a fact players from MMX received something in return whether it be the player or units. I am not asking for the player back I'm asking for the 9000 or so units I spent getting him which would be in the realm of $300.00 USD.
Final Business Response /* (4000, 9, 2015/09/08) */
Hello,
Thank you for taking the time to submit this to case to us.
Due to our privacy policy we will be unable to discuss the account details of any other player. With that being said allocating any used items or Units for this Arena is beyond the scope of what we can provide in this situation. Action taken on your account due to a Terms of Service violation will not be compensated.
Regards,
Kabam Support
Final Consumer Response /* (4200, 11, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not accept these terms as stated earlier I feel I have been robbed by them as other players have received huge compensation back from them for what they have charged me for. I want my 9000 units back from this billion dollar company that I feel I rightfully deserve since they took that from me. My units cost them absolutely nothing as they can just put it back into my account. Or I can go and ask for the full actually US dollars that I spent buying the units which would be around $300.00 USD. I don't get why you can't and refuse to give me my units back so this whole thing goes away?

Initial Business Response /* (1000, 5, 2015/06/29) */
Greetings,
Thank you for writing in. If we understand correctly you have some concerns regarding numerous times when the servers had been shut down for maintenance as well as feedback on the chances to win prizes in various events such as the...

Lucky Wheel and Magic Pot. We are sorry this happened and we will be glad to address these issues.
The events we run and Mystery Boxes we sell offer prize opportunities with varying levels of probability to win each of the possible prizes. As a result, rarer prizes (such as mounts) are much harder to win from these chests and events than the other possible prizes. The probabilities for winning each prize is not information support is able to disclose to players for various reasons, but we do have an internal line to communicate customer feedback and I have forwarded your thoughts and suggestions from this case along for future consideration. Our forums are also a great outlet to share ideas and feedback since they are read regularly by the game team. Many player ideas and requests have made it into the game after they have reviewed forum posts that showed a lot of community interest, so if you have a moment we would love for you to share your thoughts with the community on the forums. You can find the Forums at http://community.kabam.com/forums/forum.php
As for the server issues that interrupted your time to play our game over the past year, typically these server issues affect everyone equally which prevents them from giving any one player an advantage over the other. While these instances are always regrettable, they are necessary in order to roll out updates and keep the servers as optimized as possible. We do our best to minimize the frequency and duration of these maintenance sessions but they must occur in order for the game to function properly. We deeply appreciate your patience and understanding and our game team will continue to do their best to decrease the severity and frequency of these server issues.
We realize this doesn't impact the issues directly, but we went ahead and sent the following items to your Mailbox for you as a token of our gratitude for your continued support:
20x Champion Mystery Boxes (The same prize opportunities and chances as a Lucky Wheel spin)
1x Imperial Crusade Order;
As always, we sincerely appreciate your discretion in this matter. We sent this Mail to the character "[redacted]" on server 36. Please let us know if this is not the correct character and server and we will be happy to sort this out.
Otherwise, should you ever have any other questions, comments, or concerns in the future, please feel free to submit a new ticket and we will be more than happy to assist you. Thanks for playing and have a great day!
Kind Regards,
Kabam Support

Initial Business Response /* (1000, 5, 2015/11/19) */
Hello,
Thank you for bringing this case to us.
First, we would like to apologize for any inconvenience that this may have caused. We can certainly understand how losing troops with the incorrect Knight would be frustrating. For some time...

in the game this was an issue that we were aware of and the Game Teams were working diligently to resolve. In the interim support was able to allocate portions of Troops lost in this way to help compensate for the issue and any losses incurred.
After taking a look into your reports, and what we have previously allocated, we feel that we can make further adjustments in regards to your lost troops. Previously you were granted 3 billion Might in troops on 10/3. In addition to this we have added 15 billion Might in T1-T4 troops to your second City.
With one of our most recent version releases the game teams were able to fully resolve this issue so that it no longer occurs, however if this does happen to you again please feel free to submit a ticket to our support department and we will gladly investigate the matter further.
Best Regards,
Kabam Support

Hello,Thanks again for taking the time to submit this to case to us.As mentioned previously we are unable to share the exact details that led to the ban on your account to ensure the security of the game, but we were able to verify that your account Nickon8888 used third party software to manipulate the Labyrinth of Legends, and make the fights significantly easier. Due to the severity of this action the account will remain permanently suspended. This decision is final and will not be overturned. Regards,Kabam Support

Complaint: [redacted]
I am rejecting this response because:The business is failing to provide ANY proof as to why my account was banned. I demand that my property that I invested money into be returned to me. My account cannot be taken from me by the company without due cause. It is unlawful to take this account from me without providing proof of wrongdoing on my behalf. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2016/01/29) */
Greetings,
In the near future Kabam will no longer be supporting the game Divine Might. We have been working with the current developers as well as the new owners and operators of the game to facilitate this transfer as well as answer all...

current and future support tickets and [redacted] cases submitted.
With this in mind we will not be able to give you a concrete resolution at this time, but rest assured that during this process we will be working very closely with the new owners to ensure your issues are handled accordingly.
Regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 7, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The developer is not taking responsibility for the deceptive business practices they employ. The transfer of the game to another company should not excuse Kabam from the illegal actions taken.
Final Business Response /* (4000, 9, 2016/02/23) */
Greetings,
As of this response being sent Kabam no longer owns this property and as such will be unable to provide any support.
Should you have any issues with the game or it's support please contact GFan:
http://game.gfan.com/service_center.php
Regards,
Kabam Support

Initial Business Response /* (1000, 5, 2015/11/10) */
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 caused you. There was indeed an issue with the Guillotine Arena due to data...

that was pushed to the server causing player's points not to register in the leaderboard. With that being said this issue was identified, resolved, and the correct prizes were paid out to players. We do apologize for the delay that this issue caused and as a showing of good faith we have provided 500 Units to your account. Additionally, we investigated your placement in the Arena to ensure that you received the correct prizes and we were able to confirm that your score of 1,511,489 qualified you for the 11-30 percent bracket, and we were able to verify that you claimed the prizes at Sun Oct 25 2015 20:26:19 UTC. Due to the results of our investigation allocating any additional prizes to your account is beyond the scope of what we can provide in this situation.
We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week.
Regards,
Kabam Support

Initial Business Response /* (1000, 5, 2015/11/04) */
Hello,
Thank you for taking the time to write in with your concerns about losing R2-A6 on a Dangerous Mission and not seeing a Rescue Mission available to return it to you. We want to apologize for any inconvenience or concerns that this...

situation may have caused for you, but we are very glad to assist you further and hope this message finds you well today in spite of the circumstances.
In addition to your report, we have collected several reports from other players about these Missions not appearing for them. We can see how disappointing that is and regret to learn that it seems you are not enjoying yourself as much within the game as you wait for the return of your R2-A6. However, we can confirm that, after a thorough investigation from the Game Team, Crew Members should be recoverable on Rescue Missions. These Missions should appear in the list of available Crew Runs on your account but they do show up randomly for all players. There is not a way for players to trigger these Missions themselves, so going forward you may wish to let Missions that are about to expire do so. This should allow you get more chances to get new Missions that could be Rescue Missions. You also can re-roll your Missions for the chance to proc a Rescue Mission. This is not a guaranteed way to get Rescue Missions, but it is an option that is also available to you. Additionally, the Game Team is fully aware of this concern and are still investigating the issue to determine if anything may be amiss. Any issues found with this feature will be remedied as soon as possible.
That said, as you have been waiting for sometime to see a Rescue Mission and this does sound like an unusual circumstance, we absolutely agree that we should be able to help you with return this Crew Member. What we have done is delete the R2-A6 Crew from your account and have sent this Crew back to you in an in-game Mail along with 150x Chromium as a courtesy. You should be able to claim the Chromium on your account and use the R2-A6 on any available Crew Runs you have on your Character. However, please know that we here in Support are unable to restore any of the levels this Crew Member may have had so you would need to start leveling this Crew up again. Additionally, this is only an option we are able to offer to players once. This is because we are unable to confirm any known issues with the feature but given your feedback it does appear that you may be having an issue with it. Therefore, we recommend that you do not send the Crew on a Dangerous Crew Mission again until a new update has been released as you may risk waiting for another Rescue Mission to appear.
Thank you again for sharing these concerns and we hope you have a brilliant rest of your week.
Kind regards,
Kabam Support

(The consumer indicated he/she DID NOT accept the response from the business.)I feel I have been cheated out of my money. this isn't the first time. I filed a ticket with kabam directly when their game glitched and stole units from me that I had paid for. Instead of trusting a loyal paying customers, Kabam said I needed to provide screenshot of it happening and that I was at fault. ...impossible to since it was a glitch that took place in a second of timr. it took my money. Now I am being cheated again. I have spent much time and money on Kabam and their products. I deserve to be treated better as a loyal paying customers. being thrown under the rug and forgotten is not how customers should be treated, and this is how I feel I've been treated.This gifting badge was disabled and it cost me over 2000 units that I had to purchase. I already had the units but couldn't use then because of Kabam removing the game features. a game feature I paid money to acquire. an apology after the fact is not acceptable. Compensation of the units I had to purchase twice would be a good resolution.Thank you for your time

Complaint: [redacted]I am rejecting this response because:
three things 
1. The breach was not from user side but the server side and I can prove this by showing the records of email exchanges in the past.
2. The following steps were taken and I was happy with the restoration policy as I wasn’t aware I could take the case further through Revdex.com here but the breach in my account happened again and kabam after me following the provided instructions Given to me by the support team.
3. Because I was targeted not once not twice but three times to this breach I would like my case to not be classed under “normal” and to be classified under abnormal and I as a customer would like my account to be restored from the first time all my champions were sold. (which has been done in the past to one my colleagues account over a year ago and kabam hasn’t denied that case either)
I as a customer and a loyal and long time player of this game would like my account to be replicated under a new alias where the breach won’t be possible And this will be my solution.
p.s I want all my gold my expired iso and my expired catalysts including the alliance points and battle points back onto my account since the first ever breach took place into my account. 
 
 
Sincerely,Ansterix[redacted]

Complaint: [redacted]I am rejecting this response because: this is not a local issue because a customer support agent explicitly told me this is a KNOWN bug and “should be fixed”. I also reported 3 more bugs which your agents also said they are aware of them but don’t know when they will be fixed. Given that your own support has acknowledged there are bugs I DO deserve compensation for ALL the items I’ve spent as you know there is a bug affecting far play and aren’t doing anything to fix this. Moreover, one of the bugs is related to a PAID character making his gameplay useless.
 
I attaches 2 of the responses I got where Support states it is a known bug. So stop trying to blame on me your bugs and compensate me for making this game unplayable Sincerely,Miguel [redacted]

Initial Business Response /* (1000, 5, 2015/10/06) */
Hello [redacted],
Thank you for writing in. We understand that you have some concerns related to the acquisition of rare rewards from our mystery chests and events, and we will be glad to address the concerns that you have brought forth.
First,...

with regards to your concerns related to the Monday Marvel Chests, please understand that as the prizes provided by these chests are determined by chance, we cannot guarantee that a player will receive a specific amount of Mini Marvels. We can assure you, however, that the chest's description is correct, and that there is indeed a 50% chance to acquire either a Galadriel's or Tauriel's Mini Marvel I in each Monday Marvel Chest. As with all of our mystery boxes, the chance to acquire specific rewards are consistent with all players, as we do not place players into specific categories with varying drop rates. While we certainly understand how frustrating it may have been to have acquired less of these Mini Marvel chests than you had expected, please understand that this is the nature of a chance based game.
With regards to your next concern, if you are referring to the Galadriel's Premium Event in which players were able to acquire Sapphire Gem VIIIs at a higher than intended drop rate, we do apologize for any inconvenience that this issue may have caused. To clarify what occurred, the Galadriel's Premium Event provided "Sapphire Truth" chests rather than the intended "Sapphire Dreams" chest. As the "Sapphire Truth" chest provided players with a considerably higher chance to acquire Sapphire VIII Gems, we did feel that this had the potential to severely alter the balance of the game. While we did not "roll-back" the prizes, we did remove a number of Sapphire Gems VIIIs acquired within these chests during the affected time period. While this drop rate was unintended, we still allowed players to keep (2) Sapphire Gem VIIIs and provided the players who had Gems removed, in excess of 2, with an additional compensation package, which we believe was the fairest way to resolve this situation.
Finally, with regards to players utilizing third party tools to obtain advantages within the game, we assure you that this is an issue that we take very seriously. The balance and integrity of our realms are very important to us, and we assure you that we are very proactive in preventing players from utilizing such software in our games. In the past several months, we have implemented various anti-cheating measures to curb the use of third party software, and haven taken action on a number of violators. If you have any specific information regarding players who may be in violation of our Terms of Service, please do not hesitate to let us know, and we will be happy to investigate these issues!
We hope that this information helps to bring some clarity in this matter, and while we do apologize we will be unable to honor your request for a refund of the purchases made within the game, as a special courtesy, we have provided your account (Server 262) with 1x Monday Marvel 100 Pack. We hope that you find these items helpful in your adventures.
Best regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 7, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not happy with your response and you have ignores the key aspects of my complain, please re read it my [redacted],
I have proof that a kabam representative on 2 occasions posted on the forums that the the alleged mini games such as tauriels circle of fate is fixed and we are placed in to particular categories which will determine our winnings. I am more than happy to send you the ss of the same, please email me as I am unbale to attach them on here.
In relation to the marvel chests I purchased a large amount of those chests and not once did I get a '50% chance'. So to clarify this was not based on chance at all.
In relation to the sapphire 8s it is easy to say that the chests were placed in premium 'by accident' and you state that the gems will 'severely alter the imbalance of the game' this is not the case and every seems content in carrying on as if nothing happened. As a matter of fact if something is done in error it is rectified immediately. More significantly you would not have known that the chests were even in premium if players did not post details in the forum. Furthermore it took your representatives a few hours to change the premium. If it was such an 'accident' then the chests would have been removed quicker given the fact that you have professional staff. To clarify removing items won fairly in the game is 'rolling back' the prizes and that this not acceptable. Leaving just 2 gems so I would have to spend more to win back the gems that I had won before; that is not fair and/or acceptable.
Finally in relation to the 100 marvel chests you can remove them that is just a joke which I do not find amusing.
my last resolution still applies. I await your response,
Final Business Response /* (4000, 14, 2015/11/17) */
Hello [redacted],
Thank you for the update! Please understand that in the link that you have provided, the offer in which the Kabam Representative is referring to is a Targeted Promotional offer, in which certain groups of players were selected for specific Mithril recharge promotions (ie "Buy 240 Mithril, get 240 Mithril").
While we do periodically offer promotions targeted for specific player groups, please understand that these Promotional Offers are not associated in any way with the drop rates of rewards in our mini-games such as the Tauriel's Wheel or Galadriel's Premium Event, or our Mystery Chests. Once again, all players have an equal chance to acquire rewards from these mini-games and mystery chests as the drop rates do not vary from player to player.
With regards to your second concern, we apologize if you did not receive the amount of Tauriel's and Galadriel's Mini Marvels that you had expected, but our team has determined that the drop rates of these items are accurate to the Monday Marvel's Chest description. With that being said, we do realize how frustrating it may have been to have acquired so few of these chests, so as an accommodation for the troubles, we have provided your account with 3x Tauriel's Mini Marvel II and 3x Galadriel's Mini Marvel II. We hope that you find these items helpful in your adventures and wish you the best of luck!
With regards to your concerns related to the Sapphire Gem VIII, we certainly realize how frustrating this issue may have been, but we do believe that our resolution to this matter was the fairest way to handle this situation. We realize that the subsequent removal of these Gems did cause quite a bit of confusion and uproar among our community, but please understand that as the balance and integrity of our realms are very important to us, we did feel that this was the necessary course of action to take. We assure you that moving forward, that we will be much more mindful of situations such as these, and that the appropriate precautions will be taken to ensure that issues such as these do not occur again.
We hope that you understand our positions in these matters, but we do regret to inform you that we will be unable to offer a refund as this action would be against our Terms of Service. You can can refer to section 7 for more details regarding Kabam's refund policy.
https://www.kabam.com/corporate/terms-of-service.
Best regards,
Kabam Support
Final Consumer Response /* (4200, 16, 2015/11/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the link I provided had a representative confirm that I was placed in a particular group and basically confirmed that the game is rigged, its probably the main reason he doesnt actually play the game. if I am not in a particular group then please explain why myself and a few others achieved a next to nothing drop rate, certainly no where near the 50% drop rate alleged on the chests description. its pretty clear that you are brushing what your representative to the side. I had purchased well over 1,5k chests, not once did I get the 50% drop rate?
my resolution is 10 monday marvel or marvel time chests and 10k mith

Hello again,Thanks for taking the time to get back in touch with us.We do completely understand why players may be frustrated with the recent balance changes, or with any balance changes for that matter. However, with these changes, we feel the Contest will be in a much more balanced and fair state, and we hope more players will feel empowered to pick their favorite Champions. We 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. As mentioned previously allocating a refund to your account is beyond the scope of what we are able to provide in this situation. We returned all in game currency that was used to purchase the Willpower mastery plus a mastery respec point, and provided all T4 Catalyst upgrade materials that were used to Rank up any Leadership Champions if sold during the following time frame: Wednesday, July 27th until August 10th. Additionally, we provided players with 1,500 5 Star Shards for each rank unlocked in Double Edge, Liquid Courage, or Coagulate prior to July 27th. However, that is the maximum that we can provide for this matter. Thank you again for reaching out to us and providing your thoughts on this balance update. We do hope you have a wonderful rest of your day and wish you the best of luck in the Contest!Regards,Kabam Support

Complaint: [redacted]I am rejecting this response because:
 
The response by Kabam did not address my concerns in the complaint, so it was not satisfactory. As in their initial responses when I first contacted them, Kabam is refusing to even acknowledge the original wording of their ad. They are only stating what they intended the offer to be. It is clear now that Kabam wrote the offer incorrectly and never intended to give away what the ad stated. They did, however, accept my money and should be held accountable for what they actually offered.
 
The terms Kabam is stating for the Premium Daily Card were never listed in the original ad. The ad appears as a stand alone offer and gives no indication it is linked to any other offer. Furthermore, the terms they recited in my initial contact with them (3 x 750) do not match the terms they listed in response to my [redacted] complaint (3 x 850), so they don't even seem to know the correct numbers.
 
Kabam needs to acknowledge the following which appeared in their original ad for the the Premium Daily Card:
 
1. It says 3 x 2550 units clearly at the top of the ad.
2. It says 3x the value when you collect your rewards every day at the bottom of the ad.
3. There is no mention of or links to any other offer.
4. 3 x 750 or 3 x 850 are not mentioned anywhere in the ad.
 
I would like to get this matter resolved as soon as possible. Kabam states that they are not giving refunds at this time. I would accept the original terms of the offer as stated in the ad in lieu of a refund. The original ad stated 3 x 2550 units, which is 7650 units. If Kabam would give me that, they can keep my money and everyone would be happy.
Sincerely,[redacted]

Hello,Thank you for taking the time to submit this to case to us.For additional context account security is the responsibility of the player. We ensure that all player's account information is secure on our end, and we can confirm that there have been no breaches to any players account information...

within Marvel Contest of Champions. In this specific situation the Units were used to purchase items for another player's account, and this is why the transaction cannot be reversed. We will not remove gifted items from another player's account without explicit permission from the player that received them. If the items were purchased on your account, and were not consumed then we would have been able to reverse the transaction, however, in this situation doing so is beyond the scope of what we can provide.
We understand that this may not have been the exact response that you were hoping for and we would like to sincerely apologize for any disappointment that it may have caused as this was not our intention, but we hope that this information has been helpful regardless. Thanks again for taking the time to get in touch with us, and we hope you have a wonderful week.Regards,Kabam Support

Initial Business Response /* (1000, 10, 2015/08/07) */
Hello,
We can certainly sympathize with your position and understand how frustrating these situations can be. We will be happy to address your concerns with your Knight unassigning and the associated troop loss.
We would like to do our...

best to resolve this for you and to that end, we have added 24 billion Might in various T1-T4 troops to your account. We understand that this is less than the amount you've requested back, and we apologize for any inconvenience this may case. As the combat and defense mechanics themselves are working correctly, we feel that this is a fair resolution for your case.
Sincerely,
Kabam Support
Initial Consumer Rebuttal /* (2000, 12, 2015/08/11) */
we have resolved this matter ty

Initial Business Response /* (1000, 6, 2016/01/19) */
Greetings,
Thank you for taking the time to submit this case to us.
We have talked with the Divine Might Game Teams about your issue and they have elected to open a ticket with you to speak directly regarding the situation.
The case...

number is XXXXXXXX and you should be able to reply to them through this ticket.
Regards,
Kabam Support
Initial Consumer Rebuttal /* (2000, 8, 2016/01/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Handling with support

Initial Business Response /* (1000, 5, 2015/09/29) */
Hello,
Thank you for taking the time to submit this to case to us.
We would first like to apologize for any frustration regarding the way your previous cases were addressed. After it came to our attention that you contacted the Revdex.com any...

related cases were closed as we would be handling the issue through the Revdex.com. In the future if you wish to resolve a concern through our normal Support channels we do advise that you do not contact the Revdex.com, otherwise the issue will be handled through that channel instead.
Additionally, we wanted to let you know that we take the security, and safety of our players very seriously. With that being said after reviewing your previous cases it did not appear that you provided any evidence of the players harassing you in our community. To provide you with some context we do not police Alliances, and are unable to action players for deciding to join alternative Alliances. However, if there are players within the Alliance being toxic within our community, we can take action on their accounts.
With that being said we would be unable to disclose the action taken on their account due to our privacy policy if we decide to go that route. If you could please provide evidence of a player, or players being toxic within the community we would be more than happy to investigate the player(s) 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
Initial Consumer Rebuttal /* (3000, 7, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The evidence is clear. It's true people have the right to choose. But now as it is evident that stripping me of all my members to isolate me. After trying to rebuild this team intentionally begged lied or persuaded new team members I added to leave me and join them. This takes all the fun out of this game. It's bad enough I get charged for items I didn't use, various game issues and being cheated on crystals. Now yet another issue unresolved!? I'm just about done with the poor level of customer service and the way ALL my issues are addressed and left unresolved. Also intentionally trying to isolate a player or alliance to force quitting is cyber bullying and the evidence is easy to see just from activity. If you don't monitor or police your game then how do you ensure security and safety? How do you know what is happening in your game to swiftly eradicate any uprising issues? It seems this game is not what I signed up for. Being that I will receive no resolution for this issue that has put me at wit's end, I would like nothing more than a Full refund of ALL of my money and my account closed after refund. The game is not fun anymore and I don't support cyber bullying. Especially when I am the victim and when I have spent over $2000 in this game. No real resolution for any issues I've had year to date, lost 2 alliance members for same thing. The cyber bullying and the lack of resolution for other game issues forced him to quit. I lost a total of 22 players on the account of intentional isolation. When you take 5-10 players that's bad but to take more players added after you left , shows malicious intent. If you don't see that then all the more reason to refund me and then deactivate my account. I refuse to be treated and "handled the way you did and allow you to keep all my money. This would indicate that I support cyber bullying and poor customer service which I do not. I left messages for customer support to call me to explain in depth the situation numerous times for months. No response from you or no call. I believe your resolution to problems and your overall ability to resolve problems are terrible and off putting. I don't want to play anymore really my activity has diminished along with my will to play this game as every time I look at my alliance it's a constant reminder of isolation intentional and lack of resolution constantly from your team. My resolution is clear. Please refund all my money and then close out my account. If I sold you a broken product and then made it seem okay I did and try to place blame on you, you would be demanding a manager and your money back. So please understand where I'm coming from and just do what I ask. Release my funds! The fact I have to complain to Revdex.com to get a descent response from you shows your lack of customer service skills and attention to detail. Your resolution skills are as good as putting a band aid for a finger cut over a gunshot wound. I don't feel you have any respect or consideration for paying customers. Especially when they spend as much as I have. Your setup is questionable as all numbers for customer support are all to answering machines that never get responses or connect you to live people. This whole thing stinks of foul play and I refuse to fall victim to it. My only resolution at this point is full refund and afterwards my account deactivated. Do you have a counter monetary offer? Please respond. Or now would be an opportune time to call me. And FYI the alliance and all members of COCCR as well as it's leader are still in possession of their account which proves you have taken no action against them and your response here basically says you are not going to.
Final Business Response /* (4000, 9, 2015/10/16) */
Hello,
Thank you for taking the time to get back in touch with us.
We would like to first sincerely apologize for any confusion that our previous response may have caused. We absolutely monitor and police our game ensuring that players are not using third party software, and making sure that players are not exploiting unintended game mechanics to name a few. Additionally, we do monitor Global chat, and take action on players that are harassing other players, or being toxic in any another fashion.
With that being said we believe if a player is having an issue within their Alliance it is their responsibility to remove themselves from the situation and locate another Alliance that is better suited for them rather than punishing the community by enforcing strict Alliance rules. Marvel Contest of Champions is a competitive game and as such the acquisition of Alliance members is a valuable commodity and it is not unreasonable for two equally competitive Alliances to fight for that commodity. With that being said we will continue to monitor the Alliance you have brought to our attention, and if we determine that they have violated our TOS we will take corrective action against their account.
On that note providing a refund for services rendered is beyond the scope of what we can provide in this situation. To help provide context I have included the section regarding refunds of our Terms of Service below, and a link to the full TOS as well:
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. By purchasing Virtual Currency and Site Items (e.g. clicking or tapping the relevant purchase button), you are confirming that you want the Virtual Currency and/or Site Item immediately credited to your Account and that by doing so you lose any cancellation rights under applicable laws, including but not limited to the EU Consumer Rights Directive (2011/83/EU) and/or any national laws implementing it. "
We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week.
Regards,
Kabam Support
Final Consumer Response /* (4200, 11, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There has been no rebuttal to any claims made. Also this is the most attention spent on my issues. And by the way I'm still waiting for a definite resolution to take away the pain endured from my experience with the situation and your lack of response which made the situation worse. Furthermore speaking of what is out of the scope, does this mean isolation and cyber bullying is acceptable and within the scope?

Complaint: [redacted]I am rejecting this response because:
To make it simple, I paid for something specifically to purchase something they removed. I do not want what they replaced it with. I want my money back as the product was offered (with incentives to purchase) and then they chose to remove the product without offering a product of equivalent use. I would not have spent the money without that product. It is a bait and switch.Sincerely,[redacted]