Kabam, Inc.

Initial Business Response /* (1000, 6, 2015/07/31) */
Greetings,
Thank you for taking the time to submit this case.
Unfortunately Kabam itself does not support the Game you are having issues with. But we have contacted R2 on your behalf and they have agreed to work with you on a resolution...

to your concerns in their ticket #XXXXXX.
They may have already contacted you by the time you receive this response.
Please work with them through this ticket.
Regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 9, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response I have received dated August 3, 2015 is different from what you have received on July 31, 2015. Please see what they have sent me regarding this complaint. It appears that they do not want to honor what the system stated I received. I stand by my last submission in where their system has advertised to me and the entire game that these items were won yet I have not received. If I hear further from them and they resolve this to my satisfaction I will advise but as it stands currently, I have not received satisfactory resolution.
thank you.
see email from them below;
AUG 03, XXXX XX:XXAM CEST
David replied:
Greetings [redacted],
The Rewards section of the Voodoo Urn shows which rewards you have won. As you received all of the rewards that you were notified of in the Rewards section and they correspond to the number and type of rewards you should receive, we cannot send you additional prizes.
We understand that it is inconvenient to see an announcement that you were a winner of an additional reward. However, we cannot send you the 100 Adv. Mahra as these items were not shown in the area where your rewards are announced. We apologize but the balance of the game is easily interrupted and fulfilling your request would upset that as it would be unfair to all of the other players that participated in the event.
We have alerted the developers that this error in the Lucky Winners section occurred and we sincerely hope that they are able to prevent this type of problem from happening again in the future.
Again, we are sorry for the trouble. Thank you.
-The R2Games Team
Final Business Response /* (4000, 13, 2015/08/21) */
Greetings,
Thank you for getting back to us on this matter.
After speaking with the game teams about this issue as well as reviewing your correspondences with the R2 support team we have been able to conclude that the window you witnessed which reported you had won additional items was unintentional and a bug within the game.
The game teams have been alerted to this bug and will be working immediately to prevent it from happening again.
As the window you saw was not the intended prizes you were to win based on a bug, and the game teams confirmed that you had been awarded everything that you were supposed to win we consider this issue fully resolved.
Kabam and R2 both sincerely apologize for any confusion of frustration that this issue has caused.
Sincerely,
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 Grizzlies 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. This decision is final and will not be overturned. Regards,Kabam Support

Complaint: [redacted]I am rejecting this response because: I want to know when my account will be unsuspended? I also want it to be playable again as you have and refused not to provide proof I did anything wrong. Will you please unsuspend the account? I would accept this and we can move on playing the game. It's a better solution to keep arguing and your business receiving another negative rating. I also will not mention to anyone the account has been unsuspended. Do you agree to reactivate the account so it's playable again? Sincerely,[redacted]

Greetings,Thank you for writing in and we hope you are having a wonderful day thus far. As 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 offer. Any time updates such as these are implemented, our top priority is to provide the most balanced and engaging experience for all players. We want to provide as much diversity as possible with both Champion choices and Mastery setups. With these changes, we do hope more players feel empowered to pick their favorite Champions when taking on the Collector, and one another.To provide additional context specifically in regards to Willpower, we felt this Mastery was binary; locking out a large portion of the Champion roster. As a result, Champions with non-damaging debuffs (such as Ant-Man) were used less frequently due to the immense regen provided by Willpower. We made this change to provide more diversity in both Willpower’s use and for those fighting against Willpower users. With the new setup, though it won’t be as strong on every Champion, high armor characters will gain a large boost due to the high amount of percent armor granted. We do still find that Willpower will have a strong use for many players and hope you can get the most of it with your armor-centric teams.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 provided. With the removal of this synergy, we hope to provide a wider variety of strategies to take on the questing content. This change will allow us to balance future content for all players at an equal level rather than balancing around the Leadership synergy. 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.With all that being said allocating a refund to your account is beyond the scope of what we are able to provide in this situation. We are returning all in game currency that was used to purchase the Willpower mastery plus a mastery respec point, and providing 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 . 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

Initial Business Response /* (1000, 5, 2015/09/15) */
Hello [redacted],
Thank you for writing in. We understand that you have some concerns with being unable to access the Hobbit: Kingdoms of Middle-earth on your mobile device, and we will be glad to address this issue.
First, we would like to...

apologize for any inconvenience or confusion that this may have caused. Please understand, however, that the "error 1509" that you are receiving is indicative that your device may be utilizing third party software that is not supported by our game. As the use of unauthorized Third Party software is explicitly prohibited by our Terms of Service, we do ask that you please ensure that you remove any unsupported software pertaining to the Hobbit: Kingdoms of Middle-earth from your mobile device. Once this software has been removed, please delete and reinstall the Hobbit: Kingdoms of Middle-earth. Doing this should resolve this error, and allow you to access the game once again.
If you are unsure which program may be causing this error, you may need to perform a factory reset of your mobile device, and perform a clean installation of the Hobbit: Kingdoms of Middle-earth to resolve this issue. We hope that this information helps to bring some clarity to this matter.
Best regards,
Kabam Support

Hello,Thanks again for taking the time to submit this to case to us.We would first like to apologize for any confusion the previous response may have caused. There was a miscommunication as it does appear Old Man Logan has not been interacting as intended since 12.0. For context Old Man Logan's health regeneration is typically based off of base health, among other factors. However, since he has such a high amount of health in the Lab encounter we specifically customized the amount he in the fight to 10 health per tick. It appears that with the attribute overhaul this specific adjustment was undone. This will be resolved shortly so you can attempt to complete LoL once again.With that being said we completely understand that this context does not address the frustration you encountered. On that note we have returned the 100,000 Loyalty used on the Boosts that expired, alongside an extra 1,500 Units to help make up for the miscommunication, and subsequent frustration. Thanks again for reaching out, and being patient with us. Please feel free to contact our normal support channels for anything else that may come up in the future. Otherwise have a wonderful week, and best of luck in your Labyrinth run!Regards,Kabam Support

Complaint: [redacted]I am rejecting this response because:I did not use any third party software nor did I share my account. What proof was shown that I used any third party software. What evidence is there that I shared my account. I cannot prove a negative, but at no point did I let anyone else knowingly play my account nor did I use any third party software. Please show me evidence of such behavior.I vehemently refute this statement by kabamSincerely,[redacted]

Initial Business Response /* (1000, 6, 2015/10/16) */
Hello,
Thank you for taking the time to submit this to case to us.
We would first like to take the time to apologize for the frustration this matter has caused. We completely understand why this matter would be not only be frustrating,...

but confusing as well. When we changed from the old Alliance Quest format to the new format there was an issue that caused the chapters to be available sporadically for Alliances. Alliances may have had access to Chapter 5, but then only Chapter 2 for instance rather than 1-5. As this issue occurred across all brackets, and impacted random Alliances, determining a fair compensation for players on a case by case basis was deemed nearly impossible.
When this issue was brought to our attention the matter was discussed, and due to the fact that it impacted a large amount of the community, and it was difficult to understand the impact, we decided that allocating any compensation would be unfair to the rest of the community, and was beyond the scope of what we could provide. We have been able to identify, and resolve the issue, and it should no longer impact players or their Alliance.
We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week.
Regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 8, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not asking for compensation. I am asking for correction. Fot the last week we (a team of thirty people) have just been dealing with it. Your company thrives on people like us as you are a FREE to PLAY game, and we are WILLINGLY PAYING customers. I do not believe that the situation cannot be corrected. I am not asking for fairness for thousands of people who got the short end of the stick. Rather I am asking for correction for myself and my 29 teammates. Your company may think it is ok to say that it is too difficult to "compensate" however I have seen it done on a one-to-one basis. I wasn't raised to not be a complete it in the sense that I know what it takes to be a "software engineer" and this is a 5 minute fix for thirty players.
Also we are still having issues in advancement of Alliance Quest in which I have opened (yet again) another ticket. I have (yet again) just received another blanket "i am sorry but you are [redacted] (I would normally you a word that starts with sh and ends in t but I will refrain from vulgarity) outta luck.
Kabam needs to stop being lazy and get up and do some work to take care of it's CUSTOMERS. Your company chose to make it free to play. WE should not have to suffer because you are going to lump us in with the FREELOADERS that play your game.
Final Business Response /* (4000, 11, 2015/11/03) */
Hello,
Thank you for taking the time to submit this to case to us.
We would like to once again apologize for any frustration that this may have caused for you and your Alliance. With that being said due to the fact that this issue affected a large portion of the community and we have no way of guaranteeing certain outcomes would have resulted from events had you and your Alliance not run into issues allocating any form of compensation for this matter 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, however, it would be unfair to the rest of the community to provide you and your Alliance compensation without providing the same to all affected players.
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, 13, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Someone some where just copied and pasted a general response.

Complaint: [redacted]I am rejecting this response because: As I previously stated I don't want an "in-game currency refund", I feel that I am due a real refund. I paid money for those in game items that you offered a refund on after making them obsolete in gameplay. I bought those items with real money, then used them in order to further my gameplay experience by obtaining necessary characters in your game because of the benefits specific to those characters. Offering a refund of those items just so I can now use them to get your next flavor of the month characters is not what I am happy with nor what I feel is owed to me. I spent real money with one goal in mind, obtaining the characters that had specific bonuses, by taking those bonuses away you have made my real money purchases useless to me, therefore an in game refund is useless to me. This bait and switch move is something I would not expect of a company of your size, nor are these automated responses that feel like they were written months in advance. They are a general "sorry, nothing we can do" rather than addressing my concerns with a suitable answer. You sold me a printer that printed in color then updated it to only black and white. Pertaining to purchase of goods, I want to return the item along with all accessories purchased to enhance that item. Take back my account and all things associated with it and issue me a refund please.
 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/12/29) */
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 unauthorized. Our 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, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for responding to my request, this is far more timely and responsive than the Kabam support line.
I've attempted several times to contact Kabam, they will not respond back to me, this seems to be their MO towards any consumer complaints.
Their recommendation is unacceptable and more complicated than just contacting my credit card company, and I desire to speak with their billing dept. directly.
Thanks
Final Business Response /* (4000, 9, 2016/01/07) */
Greetings,
Thank you for getting back to us on this matter.
As this is an issue of possible credit card fraud we will be unable to do any investigation or refund of any money used to purchase items or currency within our game.
For all credit card fraud it lies between yourself and your card issuer to work towards a resolution of the unauthorized charges. And if your credit card supplier requires our assistance for their own investigations they can contact our Payments Team or our Legal Department.
Aside from suggesting you contact the company who issued this credit card to you there is nothing else that we can do in this matter.
Regards,
Kabam Support
Final Consumer Response /* (4200, 17, 2016/02/04) */
Thank you again for working to resolve this between myself and Kabam. Unfortunately this does not resolve my complaint. I've attempted several times to contact this company directly and working through this issue and the specifics of is claim. I fee in this particular situation needs to be resolved directly with Kabam and I am having a hard time in understanding why they continue to push the responsibility towards the CC company.
Thanks again and let me know if there is anything more I need to do in contacting this company.

Dear Kabam,
In your reply you are contradicting yourselves. You state that you don’t have the ability to roll back specific accounts however you also state that the assistance provided to some players was handled manually, this means that you CAN do a roll back or do specific account actions.
Furthermore, you claim with an iron fist that access to my account was gained due to me sharing my account details with someone and not by hacking of your server. Claiming such allegations without proof (because you haven’t provided it for EITHER case) is very serious and you are basically stating that I’m in violation of your terms and conditions, doesn’t the law say that any person is innocent until proven otherwise?
Given that you are unwilling to cooperate with a long time user and provide me my heroes back I know what you CAN do since this was stated by agents on my email correspondence. Please provide me back ALL the signature stones, awakening gems and items I had as well as additional 5* awakening gems and 4* awakening gems since I’ll start to restart my journey in your game due to your lack of customer support and assistance. I would like a Skill 5* awakening gem or a universal one if possible. Also, I would request enough 4* and 5* crystal shards to open at least 5 crystals of each to take my account a step forward.
I’d appreciate this help at leastComplaint: [redacted]I am rejecting this response because:Sincerely,Tzion[redacted]

Hello,Thank you for taking the time to submit this to case to us.We would first like to apologize for any frustration that these instances may have caused you. As you may know after the 12.0 update we received a large amount of reports that the combat mechanics felt off for our players. As soon as...

this was brought to our attention we quickly began working on a solution for you and the rest of the community. Unfortunately, 13.0 did not resolve these issues as much as we had hoped, however, with our 13.1 release we are excited to report that we have been able to resolve nearly all of the inconsistencies with evading and blocking. However, we do completely understand that improving every player's experience within The Contest is never truly finished, and we would have it no other way. With that in mind we have some really exciting improvements in 14.0 and are confident they will continue to strengthen how the combat mechanics feel. 
With that being said allocating any individual items or resources to your account 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 our intention, but we do 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

Initial Business Response /* (1000, 5, 2015/10/13) */
Greetings,
Thank you for taking the time to submit this case to us.
We would like to first address that there were weeks of notice prior to Blastron being taken off of the market. The majority of this notice was done via in-game messages...

and mails. We even had a campaign wherein we offered Blastron users a beginner's package of varying sizes to be applied in one of our other games being launched around the same time (Marvel: Contest of Champions, and Fast and Furious Legacy).
These packages were offered before we took the game down and shortly after it was taken down to ensure that we gave everyone enough time to make the transition to a new game if they had wanted to.
After all is said and done we believe that we gave the community enough advanced notice of the game being shut down and a good way to regain any of the time and money they had spent in the game in a brand new game.
We're very sorry to hear that you loved this game so much and are now no longer able to play it. Support cannot speak towards any possible resurgence the game might have, but we can pass [redacted] the message that there are players who are interested in seeing it come back.
Sincerely,
Kabam Support

Initial Business Response /* (1000, 5, 2015/10/13) */
Greetings,
Thank you for taking the time to contact us regarding your missing Champions and your concerns with a sudden change in the winnings for a promotional event.
After investigating your tickets on the matter of missing Champions we...

see you reported the loss of a 4 star Black Widow and 4 star Punisher on different occasions. The agents handling these cases were able to confirm through our logs that you did not win these champions.
On the subject of the Black Widow champion, the agent handling the issue asked you for a time period of when the Crystals were opened, and you replied with "Around the time I message you..". Then the agent was able to find that around the time you submitted your ticket you had won from 4 Premium Hero Crystals:
2 Star Colossus
2 Star Iron Fist
2 Star Colossus
2 Star Superior Iron Man
We have been able to confirm from our system logs that this information is correct.
The agent then explained the visual occurrence we have seen from time to time where a crystal spinner stops on a 4 star but instead something else was won.
To reiterate this point, prior to the spin animation starting, once you chosen to open a crystal the choice of what you will win has already been made. The spinning is merely a visual aesthetic. We sincerely apologize for any confusion that this has caused.
On the subject of the Punisher, the agent handling the issue already took a queue from the content in your ticket to find the timing for when you opened these crystals and which ones you opened. From this information they were able to determine that of the 6 arena crystals you opened you received:
5000 Gold
1 PVE Refill
45 Units
3000 Gold
3000 Gold
3* Punisher (duplicate)
They also informed you of the visual occurrence that will sometimes appear as if a different champion or reward is won than what was applied.
Based on all of the information you have supplied us on this matter, and our answers in previous tickets you have submitted we checked the full logs of all of your crystals opened in August and September and were unable to find any signs of you winning a 4 star Black Widow or Punisher.
On to your report of an event changing it's winning structure after the event was over. We have looked into this as well and do not have any historic reports of a change like this occurring mid or post event. Additionally we have received no other tickets in this time period reporting that the event winnings had changed between the time the event began and ended.
Based on these findings we have no reason to believe that this event changed it's structure or winnings during or after the event and wil be unable to allocate any rewards.
Again we would like to apologize for any confusion that the visual component of the crystal system has caused, but rest assured that we have been able to confirm every champion or item you were to win from a Crystal has been correct.
Sincerely,
Kabam Support

Initial Business Response /* (1000, 5, 2015/12/18) */
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 unauthorized. Our 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, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is an automated response. This response from this company, lets me know that they intend to do absolutely nothing regarding the issue. They intend to keep my money. The amount may not be an incredibly large amount, but its the principle. From the complaints I have read,This company refuses to accept fault for any complaints, but the sheer number of complaints leads me to believe that they cant all be wrong. I intend to share this company's response with the Chicago media, as mu neighbor works as a camera man for one of the networks in Chicago.
[redacted] Response Date bumped because: Holiday
Final Business Response /* (4000, 9, 2016/01/05) */
Greetings,
Thank you for getting back to us on this matter.
While our previous response appears quite automated it is not. As this is an issue of possible credit card fraud we will be unable to do any investigation or refund of any money used to purchase items or currency within our game.
For all credit card fraud it lies between yourself and your card issuer to work towards a resolution of the unauthorized charges. And if your credit card supplier requires our assistance for their own investigations they can contact our Payments Team or our Legal Department.
Aside from suggesting you contact the company who issued this credit card to you there is nothing else that we can do in this matter.
Regards,
Kabam Support

Initial Business Response /* (1000, 6, 2016/01/08) */
Hello,
Thank you for taking the time to submit this to case to us.
We would first like to apologize for any frustration regarding how 5 Star Champions were released as this was certainly not intended. 5 Star Champions are very strong, and...

as the game progresses will become even stronger, and initially we had planned on releasing the Champions in Arenas after a few weeks of release. However, after reviewing the community feedback it was evident that the vast majority of the community were concerned with their introduction to Arenas so soon. Due to this we decided that it would be best to wait a few months before releasing the 5 Star Champions in the Arenas to give players ample opportunity to achieve them. With that being said the Champions were still strong and useful to early adopters as they could be used in any new Event Quests, and Alliance Quests.
As for the sell of your Champions, though we are sorry to hear that the decision you made to sell the Champions did not pan out exactly as you were hoping for this was ultimately a decision that you as a player made. We added 5 Star Shards to the items players would receive for selling their 4 Star Champions, but we did not intend for players to sell their 4 Star Champions as the main way to achieve 5 Star Shards. We wanted it to be an option for players that had an excess of 4 Star Champions that they were not using, or if they needed a bit extra to make that final push, but overall it is significantly more beneficial to receive the Shards from various events, or by duplicating Champions rather than selling them. With that being said the strategies players decide to implement in the Contest are ultimately up to them to make, and as such providing any compensation for a decision even if it did not pan out is beyond the scope of what we can provide in this situation.
We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week.
Regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 8, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have invested too much into this game to be provided with false information. There was never a statement made that 5 star champions would be delayed in use for arenas longer than a couple weeks. You just now informed me of this. I made a decision based on the information that was originally provided. I find it poor customer service to not allow exchange or refund as most businesses offer if a product is defective or the customer is not satisfied. I feel you could do something to alleviate this issue, but you choose not to. I lost a lot and you gained a lot from me. My current gameplay is drastically affected in a negative way. I cannot play as I was once able to. I lost good champions, rare champions I worked hard to get including the Realm of Legends champions that I can never get again. I spent a lot of time ranking and upgrading these champions to be competitive in the game. I chose to sell them believing the 5 star champions would have more value, but I feel I was scammed. I get it, you don't want to budge and I don't want to lose, so there must be a way we can reasonably solve this issue and both be happy. Consider all I have invested, look into my account and you can see it for yourself. I should not be in a position of which I am crippled within the game. I should have a lot more to show for my time and investment. I believe you were not straightforward with your explanation of the value and usability of 5 star champions. Maybe they were introduced too soon, or maybe there should have been a better way to acquire them. I just want what I deserve in this situation, at least a fair compromise. It would be better if I could have even chosen the 5 stars I wanted, not just received random champions.You would think that as hard as it is to get these champions we players would have some choice in the matter. I would have liked Ronan, because I am now without my 4 star Ronan I worked hard to win in the Realm of Legends. With only 12 champions available my odds were 25% and of course I lost the gamble. You are a big successful company making millions of dollars and I am just one person who wants to enjoy what I put into your game. Please consider doing the right thing.
Final Business Response /* (4000, 10, 2016/01/22) */
Hello,
Thank you for taking the time to submit this to case to us.
We would like to once again apologize for any frustration that this matter may have caused you, however, we did not announce a set date on when 5 Star Champions would be usable in the Arenas, in fact we responded to the following question on the announcement thread "So there will be arenas held for them soon?" with "There are currently no plans to run Arenas for 5-Star Champions.". The context provided in the previous response was to help you understand the decisions we made, but as mentioned previously providing any form of compensation for an intended decision to sell your 4 Star Champions is beyond the scope of what we can provide. For additional context we have provided the link to the forum post and response below this email.
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
http://community.kabam.com/forums/showthread.php?XXXXXX-X-Star-Champions/page2

Complaint: [redacted]I am rejecting this response because:
it is an Automated canned respond, there is no real customer services personal involve. Also there is no evidence of their claim.
See my 2 attachment files, one is with a real person name and one is without, therefore, it is of the same automated canned respond. I have seen. The one with a proper person name signed is a real proper respond in the past when I make a complaint at which time my account was active.
When the complaint is look into it, kabam actually will have a real personal name on the corresponding, in this case, it is not look into it, it is an automated canned respond from the system.
Hence, I do not accept and I want evidence of their claim, or I want all my money that I invested in this game refunded back.Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/05) */
Hello [redacted],
Thank you for submitting this case to us. We understand that you have some concerns related to recent changes within the game and we [redacted] be happy to address this matter for you. We assure you that we very much value the...

opinions of our loyal customers. Your concerns are very important to us, so your feedback is something that we [redacted] certainly take into consideration as we move forward.
Please understand, however, that as it is our goal to create an environment that is fun and competitive for all of our players, we do feel that it is important to be more inclusive when planning our events. While we do want to provide our players, both spenders and non-spenders alike, with an opportunity to remain competitive during events, players who choose to spend [redacted] generally hold a distinct advantage. For example, in recent Galadriel's Tokens Collection Events, while both spending and non-spending players have opportunities to collect Galadriel's Tokens by Mining, spending players can also choose to purchase Galadriel's Tokens Chest from the item shop. As another example, in Campaign High Score Events, while players can utilize Stamina Refill potions, they can only be used up to a certain limit. Once this limit is reached, Mithril must then be used in order to progress further into the Event.
With regards to the Hobbit Hallowed Eve Event Series, we would like to offer our sincerest apologies for any confusion caused, but we do feel that our team did take the appropriate steps to restore the balance of this Event. While we cannot comment specifically on the actions taken due to our security and privacy policies, we do believe that the final results of this event were fair and ultimately unaffected by the issue that you had mentioned.
Finally, with regards to your request for a refund, we do apologize for any inconvenience that this may cause, but we must inform you that we [redacted] be unable to honor a request for 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
We hope that you understand our position in this matter.
Best regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not appreciate your generic form response. You guy drastically changed the series even after being warned by certain fellowship members that the change was very detrimental to spenders. You guys removed any spender boss kill tourneys. And you are currently listening to a fellowship that receives no input from spenders. This game is paid for by spenders, you can not run things based on the majority of non spenders. The correction you talk about was suspending the account of the person the unfairly impacted the gladrial token collecting event, this was done after the fact, when it was too late for other players to spend and catch up. You also refunded this player in mith, a lifetime refund of mith because is account was accessed by an "unknown" player that dismissed his troops and cities. This is also a violation of your "tos" so obviously if you did this to that player you can refund 50% of my purchases in Mith. I have documentation going back 2.5 years all of my correspondence, and screen shots from forums, line chats and interactions w fellowship members and other players. We can go class action if you can not resolve my issues. You guys for years have put out flawed game updates and products without adequate testing. You have punished legitimate players that work within the rules and allowed rampant cheating without consequences always citing "privacy" and not being transparent. You still allow players to use third party software to gain an advantage. I have screenshots of alliances teaching their players to use "bluestacks" to cheat (and yes it has been reported), you guys then change the game removing legitimate, spending advantages, which only further rewards cheating alliances. I have thousands of shield walls and battle cries that were legitimately purchased not gained by using "third party software" I have mail messages from kabam saying once cap was reached some compensation would be provided, this never happened. My advantages over gear was erased in a few weeks because Kabam decided to level the playing field before the last season series, and ironically the one thing my alliance didn't have "Thorin 4" they didn't provide, giving non spending alliances an advantage. I have spent thousands of dollars only to be mediocre again. You guys need to provide compensation in order to fix this. I [redacted] take an equivalent in mith of 50% of my life purchases. I have plenty of copies of correspondence between kabam, forum screenshots and players screenshots.
Final Business Response /* (4000, 9, 2015/11/25) */
Hello [redacted],
Thank you for the update. We would like to assure you that your business and satisfaction with our games are very important to us, and we certainly understand how frustrating these issues may have been. So that we can handle your concerns directly, we have opened Case #XXXXXXXX in our Support system. You should be receiving contact from our team shortly to discuss these issues. We thank you for your patience and understanding in the meantime!
Best regards,
Kabam Support
Final Consumer Response /* (4200, 11, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am currently working with Kabam on a resolution, but we have not agreed on one.

Initial Business Response /* (1000, 5, 2015/07/24) */
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. From what I understand you encountered an issue with your Hero not being assigned to...

a few battles causing Troop loss. We have done extensive testing on this mechanic, and been unable to locate any in game issues that cause the Hero to unassgin. In all cases we have been able to determine the reason for a Hero unassgining is due to player error, typically loss of Gold in the city. Due to this it can be difficult to restore the lost Might to the affected player because other players also lost Troops attacking the city.
With that being said we understand that mistakes happen, and we would like to do our best to help you out. As a one time accommodation we have provided the lost Might back to your account in city Arendelle.
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, 2015/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This whole thing could've been avoided had they acknowledged it up front!!! I've just found forums explaining how the glitch works and will simply not participate in the events that include that part of the game. Thank you. -[redacted]

Initial Business Response /* (1000, 5, 2015/11/04) */
Greetings,
Thank you for taking the time to submit this case to us.
We've looked up your email in our ticketing system and have been unable to find any tickets that were submitted under this email. Additionally we cannot glean from your...

case any clues as to what game of ours you are playing.
Please reply back to this case ASAP with the name of the game you are playing and your account information for that game so that we can investigate further and work with you towards a resolution.
Sincerely,
Kabam Support