Kabam, Inc.

Initial Business Response /* (1000, 5, 2015/09/09) */
Hello [redacted],
Thank you for contacting us regarding your concern with the suspension of your account. We have reviewed the suspension with the Realm of the Mad God Team and have come to the decision to unlock the account. It has been expressed...

that, because there are previous violations on the account, any further violations can result in a permanent suspension. For future reference you can review Kabam's Terms of Service here:
https://www.kabam.com/corporate/terms-of-service/
Thank you for your inquiry and patience in this matter.
Kabam Support
Initial Consumer Rebuttal /* (2000, 7, 2015/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will graciously accept this response! This is exactly what I was hoping for. I'm very glad that Kabam decided to respond to this case and in such a satisfactory manner.

Initial Business Response /* (1000, 5, 2015/10/02) */
Greetings,

We are very sorry to hear of your recent issues with the Grail Knight subscription and devotion totals causing a large loss in rewards. This issue is currently our top priority and we are diligently working towards a resolution....

Due to the nature of this issue, this resolution may take some time to implement; we truly appreciate your patience and understanding in the meantime.
We also want to work towards restoring any losses and recognizing your continued support. Do know, we cannot directly alter your Grail Knight subscription or devotion as this is all calculated automatically internally. What we can do is provide items to help restore progress made.
First, we've granted 630 Gems to your account allowing you to purchase a 6-month Grail Knight Subscription (just a little under double your previous 3-month subscription). Though this is primarily for your Grail Knight Subscription, I implore you to use the Gems however best suits you; they can go towards a subscription or any other in-game item.
Second, we've granted a total of (95) Handful of Offerings to your inventory each granting 200 Devotion on use. This will let you reach Grail Knight level 6 and then some. You will be just over level 7 after using all (95) Offerings with 2-days to spare before natural depletion occurs.
We truly appreciate your dedication and support towards Heroes of Camelot. If you experience any further issues, please contact our support team as we would be more than happy to help to our fullest extent!
Regards,
Kabam Support

Initial Business Response /* (1000, 7, 2015/11/03) */
Hello,
Thank you for taking the time to submit this to case to us.
From what we understand you have concerns regarding the recent Blood and Venom Quest Issue. We are sorry to hear that this has been negatively affecting you, but we are...

glad that you have given us an opportunity to help resolve this matter for you.
To help provide some additional context to this situation once this issue was brought to our attention we did our best to resolve it as soon as possible. Initially we disabled the Blood and Venom quests, and the ability for players to redeem 5 Star Shards for 5 Star Crystals. Once players were unable to gather excess 5 Star Shards we determined the root cause of the issue, and resolved it. From there we had to make a difficult decision determining what we wanted to do regarding the excess items players had obtained in the quest. After deliberating over the data we had been collecting up to that point we determined that, though their were a few outliers most players did not obtain many 4 Star Shards, and certainly not enough that we felt it would harm the balance of the community. Not to mention the fact that though this was unintended these players did have to use items that they saved up or purchased to complete the quests. In this situation our main concern were the excess 5 Star Shards players were able to obtain, and we removed those along with the 5 Star Champions players were able to obtain in order to maintain the balance of the Contest. With that being said allocating a refund for services rendered is beyond the scope of what we can provide in this situation.
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 my intention. With that being said we do sincerely 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, 9, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It does not address the inequity of future game play created by not addressing the glitch based rewards accrued by players who exploited this issue around the other rewards. That being in game rewards that cannot be duplicated by the average gamer through either game play or reasonable IAPs. A refund is still in order based on this inaction and the violation of Kabam's ToS by the company itself.
Final Business Response /* (4000, 11, 2015/11/16) */
Hello,
Thanks for getting back in touch with us.
We would like to once again apologize for any disappointment that our previous response may have caused. We did not want to remove the other items players obtained even though they were unintentional as players still had to consume resources and time in order to achieve the items. With that being said we would have taken action if the amount of items the players won would have a severe impact on the community. Due to the fact the impact was minimal the players were able to retain the unintended items, and on that note allocating a refund in this situation is beyond the scope of what we can provide. Thanks again for contacting us, and we hope that you have a wonderful rest of your week.
Regards,
Kabam Support
Final Consumer Response /* (4200, 13, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The explanation of the scope of the issue is false. Kabam's is shielding their high paying players at the expense of the normal game player. I'd like to see numbers to fully understand the scope of the issue. Disclosure and transparency should not be a problem if as the company says it's not an overarching issue. Based on gameplay in the arenas if even 50 players were able to obtain an inordinate number of high value 4 star characters and/or rewards to rank up existing rosters then the odds of a normal player placing and furthering game based efforts in said arenas will be impacted limiting the ability of normal players such as myself from placing and obtaining future rewards. I would accept in game rewards correlated to the lowest amount rewarded to players who availed themselves of this exploit as fair compensation. Level the playing field so that I can also thrive and succeed in the skewed environment moving forward.

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 [redacted] used third party software to manipulate the Labyrinth of Legends, and make the fights significantly easier. Due to the severity of this action the the account will remain permanently suspended, and we will not be providing a refund for services rendered. This decision is final and will not be overturned. Regards,Kabam Support

(The consumer indicated he/she DID NOT accept the response from the business.)They didnt help me for 2 months and they still arent really helping. This is ridiculous and its not right.

Hello,Thank you for taking the time to get back in touch with us.As mentioned previously we have received reports similar to yours and are always trying to improve how Marvel Contest of Champions operates on as many devices as we can. With that being said there are several factors that can cause crashing on a players device and the best way for us to identify them is by gathering data from players. Each update we release attempts to resolve as many known crashing issues as possible as we continue to optimize, and we do believe that the 13.1 build will help resolve some crashing issues for our players. We understand that this was not the exact response you were hoping for, and we would like to sincerer apologize for any disappointment that it may have caused, however, allocating compensation for this matter is truly 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

Initial Business Response /* (1000, 5, 2015/05/18) */
We are unable to verify any item missing from inventory, if player can confirm specific item missing, we would be more than happy to further investigate.

Hello,Thank you for taking the time to submit this to case to us.We did have a display issue initially within Rocket's Workshop on it's first day of launch, however, we have resolved it so all other items within the Workshop should appear correctly. With that being said it was intended for that item...

to be a T1 Class Catalyst Crystal and not a Greater Glory Crystal. All other players that have traveled that path before and after the adjustment received the Catalyst Crystal and not the Glory Crystal. Additionally, Rocket does notify you which items are down each path when opening the quest in game, and the information is available on our forums as well. We do understand that while this context is hopefully helpful the information does not necessarily address the frustration of spending Scrap on an item you would otherwise not have. On that note we have gone ahead and allocated the 100 Scrap that you spent unlocking that item 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

Hello,Thank you for taking the time to submit this to case to us.From what we understand you have some concerns regarding your connection during Alliance Quests. We would first like to begin by apologizing for any frustration this matter has caused, we understand how frustrating it can be...

especially when your Alliance is counting on you to forge the path ahead. As you have already mentioned we have been receiving reports like yours  from a number of players now, and we are currently optimizing the way the game runs on as many devices as possible to ensure the experience is as smooth as it can be.
We do highly suggest attempting the troubleshooting steps that can be located below if you have not already. As well as heading to our Crash Form to submit a report which can also be found in the below links. Reports such as yours significantly help us identify larger trends, and contribute to a stable and healthy Contest. 
Basic iOS Troubleshooting- [redacted]Basic Android Troubleshooting- [redacted]As mentioned by our previous Support Agents allocating items for these instances 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 Iwe would like to sincerely apologize for any disappointment that it may have caused as this was our 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

Hello,Thank you for taking the time to submit this to case to us.We are not sure where the confusion is coming from, but we did want to clarify that there have not been any confirmed issues regarding Old Man Logan in the Labyrinth of Legends post 12.0. In fact the Old Man Logan encounter has not...

received any adjustments since the Lab launched in October of 2016. To help provide additional context there are some encounters such as the Old Man Logan one that necessitate a specific strategy to overcome. This is due to the fact that the Labyrinth of Legends is intended to be the most difficult content the Contest has to offer. Additionally, we wanted to address the concern you brought up regarding the compensation some players received after the 12.0 update. The message you provided was sent to players that encountered a login error after 12.0 due to changes in how our backend system verified Kabam accounts. These players were unable to login for over 10 days removing their ability to play the game. In an effort to help make up for the lost time we provided those items to their account. Again we sincerely apologize for any confusion that the Labyrinth or the compensation may have caused, but we do hope that this information has helped clear it up. 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

Hello,Thank again for contacting Kabam Customer Support.As mentioned previously we have been able to verify that you have violated our Terms of Service by using third party software to manipulate gameplay. Again as mentioned previously we will be unable to discuss the exact details that lead to our action on your account in order to ensure the security of our game. Allocating a refund for services rendered is beyond the scope of what we can provide in this situation, and removing the ban from your account is also beyond the scope of what we can do in this situation.Regards,Kabam Support

Initial Business Response /* (1000, 5, 2015/12/01) */
Hello,
Thank you for taking the time to submit this to case to us.
We would first like to apologize for any frustration that this matter may have caused you. We do have multiple prompts throughout the donation process to limit accidental...

donations as much as possible, but after reviewing your feedback we definitely understand that there may be room to improve. With that being said this transaction is not something that we are able to reverse, once currency has been donated to the Alliance Treasury, Units or otherwise. However, as a showing of good faith we have provided the 1,093 Units to your account without any further delay. In order to avoid any false expectations we did want to mention that this is not something that we will be able to provide to you in the future so please be careful when donating resources.
We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week.
Regards,
Kabam Support
Initial Consumer Rebuttal /* (2000, 7, 2015/12/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I wish my multiple requests to Kabam customer service would've been enough to resolve this issue to my satisfaction because I don't believe my request was unreasonable. However, I'm glad the issue is resolved now and I hope Kabam makes the necessary changes so I and others avoid this issue in future.

Complaint: [redacted]I am rejecting this response because: They claimed to have unbanned me, which they did for a couple hours. Right after that, I was banned again. When I sent the response they sent to you, they sent me the original copy and paste email again. They completely wronged me again. Because it was a flat out lie.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:You are lying. I know for a fact that it is within your capabilities to restore an account to the state it was in at any given time. I have witnessed the various steps of this process firsthand. There is a difference between being unable to do something, and being unwilling to.
I know that you can see the state of the account as it was on August 1, 2017. I know that you can see the state of the account now. All you have to do is take note of the differences, and tally up the champs, ISO, gold, and catalysts necessary to get the account back to where it was and send them via in-game mail.
That you are unwilling to assist in this matter is a blatant slap in the face and demonstration that you care only for your bottom line. Regardless of where the breach came from, I am clearly the victim here. These items represent concrete cost to me, but not to you. To you it's just code and a couple hours, tops, of labor. Again, I will only be satisfied if you return my account to its prior state or you refund every penny I've ever spent on the game.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/16) */
Greetings,
Thank you for reaching out to us in regards to your concerns with Marvel Contest of Champions.
We understand the latency in the game has recently become an issue for some players with the most recent update to the game. We would...

like to inform you that our game team is working diligently on resolving this issue as quickly as possible. Marvel Contest of Champions can be a very demanding game especially more so if you happen to have an older device, or a device that is not updated to the most recently version. In the meantime we have had player's report that running the game with no applications running in the back ground on your device has helped with this issue.
In regards to the drop rates for crystals, sometimes it may be hard to obtain the exact champion you are hoping for due to the random chance all crystals have. 4 star champions in particular right now are some of the hardest to come by since they are some of the newest additions to the game and are meant to be rare. As more and more items and champions are released into the game however, the champions that are considered rare now will become easier to obtain.
We hope we were able to clear things up a bit. Thank you for your patience and if you have any further questions or concerns, please be sure to let us know.
Best regards,
The Kabam Team
Initial Consumer Rebuttal /* (3000, 7, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not acceptable I have spent to much money on this game for just a base apology. If I wanted just a simple answer j would have reached out to your useless support staff ! Not to mention I have the most current iPhone running the most current software so the answer stating I may have an older device is ridiculous I won't accept a garbage response as it seems players like that of brutal dx are awarded special prizes for spending more money than others and yet others can not attain the levels of such a character due to the so called limitations of your game I am not satisfied with this response !
Final Business Response /* (4000, 10, 2015/08/06) */
Greetings,
Thank you for getting back with us.
We understand your concerns in regards to these issues, and can assure you that our team is constantly working to maintain the game as well as keep it up with the most current standards set by the various app stores our games can be found in. Our game team is still currency investigating latency issues, and are working to make sure these stay as minimal as possible.
We do apologize, but we do not offer refunds for currency or items purchased as per our terms of service. You can view our terms of service by using the link below:
https://www.kabam.com/corporate/terms-of-service
Due to this we will be unable to offer you the refund you are requesting due to these issues. We thank you for your patience and understanding. If you have any further questions or concerns, please do not hesitate to let us know.
Best regards,
The Kabam Team

Initial Business Response /* (1000, 5, 2015/06/03) */
Greetings [redacted],
We have recently spoken with 37 Games who should have by now sent out communication informing all players that they are handling all support for the title going forward. Please know that while the title is still hosted on...

Kabam.com, we are only publishing the title.
We encourage you reach out to 37 Games and they will be able to assist you with any future concerns.
Regards,
Kabam Support

Hello, Thank again for contacting Kabam Customer Support. As mentioned previously we have been able to verify that you have violated our Terms of Service by using third party software to manipulate gameplay. We will not be able to discuss the exact details that led to the action taken on your account in order to ensure in-game security. Removing the ban from your account is beyond the scope of what we can do in this situation. To help provide additional context upon review of your account, we have confirmed evidence of activity that violates our Terms of Service - a third party software was used to gain an unfair advantage in various in-game fights. Given the severity of this activity, a permanent ban was issued for this account. On request, we have reviewed this appeal previously and have ultimately determined the violation was severe enough to uphold the permanent ban in the effort of protecting overall in-game competitive integrity. Should you wish to review our Terms of Service, you may do so here: [redacted] We are very sorry we could not meet your expectations in this regard however we do take Terms of Service violations very seriously and any decision made is final. Thank you again for contacting us and we hope you have a wonderful day. Regards, Kabam Support

Initial Business Response /* (1000, 5, 2015/10/01) */
Hello,
Thank you for taking the time to submit this to case to us.
We would first like to begin by apologizing for any frustration this matter has caused. After reviewing your previous correspondences with our Support Team I wanted to let...

you know that how these cases were resolved are unexceptionable, and we will be discussing the matter with the agents involved to ensure that this does not occur again in the future. On that note after final review of your account we will be providing a 4 Star Storm as a showing of good faith for the confusion, and frustration we caused on our end.
We understand that you have also requested an additional 1,500 Units as compensation for the Mercenary Crystals you purchased in an attempt to obtain a 4* Mutant Champion. After reviewing the situation we have determined that allocating the Units to your account for this situation is beyond the scope of what we can provide. This is due to the fact that the Crystals were purchased, used, and the contents were provided to your account, and it would be unfair to the rest of the community to provide the Units after the Crystals had been used successfully.
We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week.
Regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 7, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for providing the storm. The resolution is appreciated (it truly is). Despite my sincere appreciation, the fact is that this should have been resolved when it happened over a month ago. Since then, lots of ISO and units went to waste BECAUSE OF YOUR STAFF'S LACK OF RESPONSE. I wasted lots of units to try to get a Mutant 4*, which wouldn't have been needed if properly resolved. The items were applied to the account, but NO useful characters were found in those crystals, again making it a waste due to your staff's error. This forced me to make another unit purchase to make up for almost 900 of those 1500 units.
Despite this all being related to your staff's error, I am willing to meet you in the middle on this part of the compensation. First, I will not worry about any of the wasted ISO. In regards to the units, I see 3 possible solutions to meet in the middle.
1) Refund the $9.99 I spent on units to make up for not having units purchased for a 4* offer. This purchase wouldn't have been needed if Storm was received in a timely manner because I would still have units available from unnecessary mercenary crystal purchase.
2) Provide 900 units compromise to make up for partial of wasted units.
3) Provide 1200 gold shards. I missed a 4* crystal purchase because of the units wasted on mercenary crystals in attempt for Mutant. The 1500 units would have been equal to 1200 gold shards worth of a 4* purchase. I do not expect an entire 4* crystal to make up for this, but this is the exact equivalent, 3/5 of a shard crystal.
I hope one of these compromises works for you to fix this mistake. Thank you
Final Business Response /* (4000, 9, 2015/10/16) */
Hello,
Thank you for taking the time to reach back out to us.
We are glad to hear that the 4 Star Storm has made it to your account, and you are happy to see her among your roster. We have once again reviewed your requests, and though we do believe the Mercenary Crystals purchased still held value despite your situation, we have gone ahead and allocated the 900 Units to your account as a showing of good faith. We do sincerely appreciate you working with us to resolve this matter and and hope that you have a great rest of your week.
Regards,
Kabam Support
Final Consumer Response /* (2000, 11, 2015/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am closing this case because I agreed to meet in the middle and you have done so.
To be honest, I am still very frustrated with your company. The game is so competitive that it requires a balance and that balance has been disturbed by glitches that were not properly fixed. I have seen newer players double their roster and it go unfixed. Removing the 5 stars was not enough, because now there is an imbalance of 4 stars out their too that have made arena more difficult. On top of this, there are constant technical issues that impact game play lately. I have contacted customer support about this without any assistance. Every time I contact customer support for an issue, my tickets are closed without resolution. I have had alliance members reach out for the same reason and have been compensated, while I am ignored. It all depends on whether you get the right person on the support team, and it should not work that way. This Revdex.com case is a perfect example. I am closing this Revdex.com complaint, but please review and assist with my other issues too, especially the ones that were wrongly closed.
Thank you

Complaint: [redacted]I am rejecting this response because:
If you would have to restore the account manually, then restore the account manually. If that means you would have to do the same for other players in the same position, then do the same for other players in the same position. It's called taking care of your customers. Are we all so replaceable that you don't care about or satisfaction or investment? Just take care of it. IT DOESNT COST YOU ANYTHING. IT WILL BUILD CUSTOMER SATISFACTION AND LOYALTY, AND CREATE GREATER FUTURE REVENUE.
Sincerely,[redacted]

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 your previous correspondences with us may have caused. With that being said it does appear that all of the your...

previous correspondences have been addressed, and most were resolved satisfactorily. On that note we will be going over each of these below. Before we do that we did want to mention that we do not offer phone support, or live chat which is the reason that you experienced difficulties getting in contact with a Support Representative when you called our office. We do have a dedicated Support Team that is able to address all of your in game concerns as our CEO, and executives are very busy, and will likely not be able to respond to any emails regarding in game issues.
We have reviewed each of the cases that you have submitted in the last 60 days and will be beginning with case XXXXXXXX submitted on October 8th. In case XXXXXXXX you experienced a technical issue that caused your device to crash losing an estimated 300 Units. We did our best to help you out in that situation, and provided 250 Units and a 3 Star [redacted] to your account. Afterwards you thanked the agent for the allocation thus ending the correspondence.
In case XXXXXXXX which was submitted on the 28th of October you had a concern regarding the Willpower mastery where you provided feedback regarding its current affect on the Contest. We thanked you for your feedback and provided 5 Arena Crystals as a showing of good faith for the frustration. After our response you did not respond back, and therefore the case eventually closed itself out.
In case XXXXXXXX submitted November 22nd you contacted us concerned with an issue regarding your forum account, specifically the inability to post on the forum. In this case the agent notified you that we are aware of the issue, and are working on resolving it. However, in the mean time they provided workaround steps that you should have been able to use in order to post on the forum. Again you did not respond to this case indicating the matter had been satisfactorily resolved.
For case XXXXXXXX submitted November 27th we will admit that we dropped the ball as the agent did not provide a proper explanation of the situation. We discovered an issue in the previous Alliance Quest that was allowing players to gain more points than they should have been able to achieve. We decided the best way to address the issue was to allow all players to keep the prizes they achieved in the event, return all consumable items used during the event so they could be used in future events, and allow all Alliances to remain in either the Tier they began the event in, or the Tier they ended the event in, depending on which Tier was higher. Despite the poor explanation the agent did provide additional compensation for the frustration that this matter caused on December 2nd, and linked the forum post where this matter was being discussed by us and the community. The case has since closed out due to the fact that you did not respond, indicating a positive resolution.
In case XXXXXXXX you again experienced a technical issue resulting in a loss of Units. We did our best to help you out in this situation as well by providing a total of 850 Units, (3) Level 3 Alliance Quest Health Potions, and a Level 3 Alliance Quest Revive which is the most we can do in the situation. Due to the fact that you have now contacted us through the Revdex.com this correspondence, and any other correspondences in our normal Support channels have been closed, and will be handled in this [redacted] case.
Cases XXXXXXXX and XXXXXXXX that were submitted on December 3rd were closed due to the fact that they were the same issue reported in case XXXXXXXX. Due to the fact that we have an obligation to get in touch with each of our players we do ask that players only submit one case per issue, as this allows us to efficiently respond to all players requesting our assistance.
After thoroughly investigating each of your recent correspondences with us we do believe that we have provided the maximum amount of compensation that we can for each so any further allocations to your account for these issues is beyond the scope of what we can provide. Additionally, we will be unable to provide a refund for services rendered which is stated in our Terms of Service that we have linked below for your convince.
We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week.
Regards,
Kabam Support
https://www.kabam.com/corporate/terms-of-service