Kabam

Initial Business Response / [redacted] (1000, 5, 2015/09/23) */ Hello, Thank you for taking the time to get in touch with us We would first like to say that we are disappointed to hear that you would no longer like to be a member of our communityWith that being said if you change your mind, and there are any specific concerns you would like us to address please feel to contact our Support Team and we will be more than happy to do our best to resolve your issue In regards to your refund request the products that you purchased within your time in our community were of the appropriate value, and were purchased at your discretionWith that being said providing a refund of the services, and products you participated in is beyond the scope of what we can provide in this situation Regards, Kabam Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) What more needs to be said? Final Business Response / [redacted] (4000, 9, 2015/10/06) */ Hello, Thank you again for taking the time to get back in touch with us As we mentioned previously if you have any specific concerns you would like us to address please feel to contact our Support Team and we will be more than happy to do our best to resolve your issue As for your refund request, this is something beyond the scope of what we can provide for this matter, per our TOSFor your reference we have provided the link and relevant TOS section below : 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 All purchases of Virtual Currency and Site Items are final and under no circumstances will be refundable, transferable or exchangeable 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 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 satisfactoryAs in their initial responses when I first contacted them, Kabam is refusing to even acknowledge the original wording of their adThey are only stating what they intended the offer to beIt is clear now that Kabam wrote the offer incorrectly and never intended to give away what the ad statedThey 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 adThe ad appears as a stand alone offer and gives no indication it is linked to any other offerFurthermore, the terms they recited in my initial contact with them (x 750) do not match the terms they listed in response to my [redacted] complaint (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: It says x units clearly at the top of the ad It says 3x the value when you collect your rewards every day at the bottom of the ad There is no mention of or links to any other offer x or x are not mentioned anywhere in the ad I would like to get this matter resolved as soon as possibleKabam states that they are not giving refunds at this timeI would accept the original terms of the offer as stated in the ad in lieu of a refundThe original ad stated x units, which is unitsIf Kabam would give me that, they can keep my money and everyone would be happy Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/09/15) */ Hello ***, Thank you for writing inWe 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 causedPlease 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 gameAs 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 deviceOnce this software has been removed, please delete and reinstall the Hobbit: Kingdoms of Middle-earthDoing 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 issueWe hope that this information helps to bring some clarity to this matter Best regards, Kabam Support

Initial Business Response / [redacted] (1000, 5, 2015/10/24) */ Greetings, Thank you for taking the time to make this case We understand that you have concerns with the odds to win some of our highest value items in the gameAt this time our game teams have decided to keep from posting the odds of winning items in our promotional events and any rewards obtained from them However we did contact the team to assess the current odds they have applied to these items and they have found no discrepancies with their intended design based on the game economy All of this taken into account our game teams have decided to maintain the current odds to win high value items and will not be posting the odds for these itemsHowever they will consider this feedback for future updates Sincerely, Kabam Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a scamI'll not be falling for it anymore and I will let everyone that I know who plays the game just how against their favor the odds are stacked Final Business Response / [redacted] (4000, 9, 2015/11/04) */ Greetings, Thank you for getting back to us in this matter We're very sorry that you feel this way, and assure you that the current odds are based off of the economic balance of the game in it's current iterationAt this time the prices of chance items and the odds of them dropping are commensurate with the progression of the game and the players within it We will still be passing [redacted] feedback on to the game teams for further review, but as it stands right now they believe the odds to be at the level required to maintain fair game play and balance Sincerely, Kabam Support

Initial Business Response / [redacted] (1000, 5, 2015/10/28) */ Hello, Thank you for taking the time to submit this to case to us We would first like to take the time to sincerely apologize about the recent emergency maintenance, and server issues that may have had a negative impact on your gameplay We have been experiencing higher than usual latency following the version release and the Game Team has put the game in emergency maintenance mode a few times in order to fix some of the issuesIt became apparent that we needed to put the game down for a scheduled maintenance in order to perform extensive maintenance, which has now concluded, and we believe that the server issues should now be resolved With that being said we understand that this explanation does not actually address your frustrationWe understand that this matter affected you and your Alliance at a critical time, however, we have no way of a guaranteeing certain outcomes would have resulted from events had players not run into issuesWith that in mind, it is difficult for us to allocate prizes based on outcomes that may have happened, or alter the results of the event as they have been recordedThe server issues impacted your Alliance, but they also impacted the rest of the community at the exact same time as well Keeping this in mind we have provided multiple compensation packages to you and the community in an effort to make up for the inconvenience, and allocating any additional items to you or your Alliance is beyond the scope of what we can provide in this situationAs this issue did affect the community on a wide scale providing allocations only to a few individuals would be unfair to the rest of the community 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 / [redacted] (3000, 7, 2015/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Understanding that you claim to have distributed "compensation packages" to the community and the problem with that is those that are working on much more challenging levels (Quest in Alliance Quest for example) have spent many more items and unitsSo compensation for those playing Quest Vsthose playing Quest and making them the same isn't even remotely close to being fair Also, you comment about providing allocations to only a few individuals and not the whole community doesn't hold any water - I've seen the screenshots from some team members and what they receive when the game goes downBut then again, they're the alliances that spend a TON of $So is that how compensation works? If the alliance doesn't spend a bunch of $ like others, then they don't get compensated properly? Isn't that favoritism and going exactly against what you noted about not singling out individual groups? We would still like to be properly compensated for the problems caused during the last quest, especially towards the tail end of it when we could have finished in first place, giving us an additional Tier Basic CatalystThat's what I'm looking forIf you need specific details, I can give them to you Final Business Response / [redacted] (4000, 9, 2015/11/10) */ Hello, Thanks for getting back in touch with us We would like to once again apologize for any frustration that this matter may have caused you and your AllianceTo help provide some additional context we provided different compensation packages to Alliances depending on their Tier so if your Alliance was participating in difficult chapters at a high Tier than you and your Alliance received compensation to reflect that level of engagementAs mentioned previously allocating any additional items to you or your Alliance is beyond the scope of what we can provide in this situationAs this issue did affect the community on a wide scale providing allocations only to a few individuals would be unfair to the rest of the community 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 / [redacted] (4200, 11, 2015/11/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the reply, but you're still not getting itThe compensation provided wasn't even close to what would have been obtained, should we not have encountered the problemThat's the issueThe entire alliance spent hundreds of dollars expecting the game to be fully available and basically everyone lost their entire investment since we placed 2nd instead of 1st (first place received a much better award in the Superhuman Tier)And we know for a fact that with the additional time, we would have passed [redacted] and obtained first placeThus, an additional Tier Basic Catalyst would have been obtained which helps tremendously I know you say you don't single out alliances or individuals, but we both know that's not the caseTake a look at [redacted] or user [redacted] and you'll know what I meanWe deserve proper compensation in the form of a TBasic Catalyst (or Class Catalyst)

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

Initial Business Response / [redacted] (1000, 10, 2015/08/28) */ Hello, Thank you for taking the time to submit this case to usFrom what we understand you have some concerns related to an in-game Exchange Event in which there may have been a discrepancy in the initial exchange rate of one of the rewardsWe are very sorry for any inconvenience that this may have caused, but we will be happy to address this issue While we would like to confirm a discrepancy with the initial exchange rate during this Sage Tower Event, thankfully, due to reports from players such as yourself, our team was able to quickly identify this issue, and we were able to take the necessary actions to ensure that this matter was resolved with minimal effects to the in-game balance Due to the nature of this issue, however, we did feel the need to provide all of our players with an accommodation for the confusion that may have causedWhile we do understand your concerns related to this allocation, we did feel that a global compensation was the most appropriate course of action In the meantime, while we will not be able to honor your request for 10,Monday Mystery Chests, we would like to offer an additional Sage Tower Compensation Chest as an added courtesy for your troubles (Server ***)We hope that you find these items helpful in your adventures! You may need to perform a "Force App Refresh" to claim these itemsThank you for your patience and understanding Best regards, Kabam Support Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Firstly I would like to congratulate youI really didn't believe I could receive any worse customer support than I already have - but you have really taken it to a new low with this level of servicedays (Yes Twenty Five Days!!!) to respond to a customer complaintThe period of time to respond is a truly appalling way to treat a customerSecondly this reply only seems to have come about after I contacted your support department in game (ticket no: XXXXXXXX) To the matter at hand: "While we would like to confirm a discrepancy with the initial exchange rate during this Sage Tower Event, thankfully, due to reports from players such as yourself, our team was able to quickly identify this issue, and we were able to take the necessary actions to ensure that this matter was resolved with minimal effects to the in-game balance" What utter nonsenseThousands upon thousands of players being able to make that trade and keep all of the chests is not resolving the issue with minimal effects to in-game balanceThe vast majority of players who made that trade opened all of those chests and got to keep everything because you weren't able to remove all of those items The only actions you took were to prevent everyone having fair opportunity to make the trades and made a few chests void (very few since most people had already opened them) and subsequently gave everyone who managed to make the trade and open the chests all of their tokens back - causing further imbalance "Due to the nature of this issue, however, we did feel the need to provide all of our players with an accommodation for the confusion that may have causedWhile we do understand your concerns related to this allocation, we did feel that a global compensation was the most appropriate course of action" There was no confusionOne of your game team made a mistakeOnce it was noticed rather than accepting the mistake and allowing everyone equal access to the trade it was pulled It is also no surprise to me that you felt the compensation was the most appropriate course of actionThe two other options available to you would both have cost you moneyThe first option was to leave the trade running and allow all player equal opportunity to make the tradeThis obviously wasn't going to happen since you would be concerned spending would decrease for a couple of weeksOption was rollback of the serversAgain this would have resulted in a lot of man hours spent sorting out all mithril transactions/billing which would have cost kabam money So you will excuse me if I am not impressed with you answer which is a carbon copy of the poor service already received from your in game support services "In the meantime, while we will not be able to honor your request for 10,Monday Mystery Chests, we would like to offer an additional Sage Tower Compensation Chest as an added courtesy for your troubles (Server ***)We hope that you find these items helpful in your adventures! You may need to perform a "Force App Refresh" to claim these itemsThank you for your patience and understanding" The chest you have offered me is about as useless now as it was when it was originally offeredThere is absolutely nothing of use in it to me now so how do you think that it can possibly be considered compensation? Again all I ask for is the same treatment you gave all the other players - Grant me the 10,chests that they were all able to receive and keep due to the choices made by your company which were in your interests and not the players/game balance Given the time that has passed [redacted] the sage tower trade error giving me these chest will not cause any further game imbalance as these chests are now old and contain no items to give me an advantage over other players (i.enew gems/gear) Additionally it would be incredibly nice if you could act like a company who actually cares about their customers and respond in a timely manner (not another days) Final Business Response / [redacted] (4000, 14, 2015/09/24) */ Hello ***, Thank you for your responseWe are very sorry for any inconvenience that this issue may have caused, but please understand that as the balance and integrity of our realms are very important to us, we did feel that it was necessary to remove this Sage Tower exchange when the error was discovered by our teamAs our team was able act quickly to rectify this error, the effects on the in-game balance were minimized, and because of this, we did not feel that a server rollback would be the best resolution While we certainly understand how frustrating this may have been, we do apologize as we will be unable to provide you with the items that you have requestedAs a special courtesy, however, we have provided your account with 1x Monday Marvel Pack (Server ***)You may need to perform a "Force App Refresh" before this item can be claimed from your inventory We hope that you understand our position in this matter, and thank you for your patience Best regards, Kabam Support Final Consumer Response / [redacted] (4200, 16, 2015/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Greetings Kabam Thank you for your responsei appreciate that you feel you acted correctly in response to the error During the most recent error (sapphire error) you took different action and actually went into peoples accounts and removed the items given out in error (if you are not aware of this issue please see this link: http://community[redacted] This action was not done for the the sage tower error I asked for the 10,chests - I understand that you don't want to give them to me for game balance/integrity but I did feel you might have tried to meet me somewhere in between that satisfied both me and yourselvesAs I already stated previously the first offer you made of the the compensation check wasn't up to scratch as it had nothing of value in thereThe last offer of the marvel pack whilst not giving anywhere near the same value as the 10,chests requested it was a nice step in the right directionif you were to provide a few more of the marvel packs I would be happy to accept this as a conclusion as it provides me with a reasonable level of compensation but not enough to cause any issues to game imbalance or integrity Thanks

Initial Business Response / [redacted] (1000, 5, 2015/11/03) */ Hello, Thank you for taking the time to submit this to case to us We would first like to apologize for any frustration the Champion balances may have causedDeadpool was one of many Champions that were balanced in July, and his power was toned down to better reflect the current state of the ContestWith the masteries that were introduced around the time such as Willpower Deadpool's regenerative abilities were much to cumbersome to fight against in Arenas and it was a popular community concern With that being said though we did tone down some of his excessive power the Champion is still very strong, and is by no means rendered obsolete by these Champion balancesWith that being said as a showing of good faith for the frustration we have allocated Units to your accountWe did want to mention that we will be enforcing periodic Champion balances throughout the Contest to tone down oppressive Champions, and reinforce weaker Champions and we will be unable to provide any compensation for these balance changes in the future We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week Regards, Kabam Support Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) It is unfortunate that Deadpool will not be restored to his former strength (what I paid for, not this water downed version AFTER I paid for him)What I do I take issue with is what you call "excessive strength" and that you state he is "still very strong" and "not obsolete"I disagree vehemently these statements He is not in the top ten character use list for AQ, why? Because he was so weakened, that his usefulness was destroyed in the character "re-balance"This egregious weakening made it where no serious player would use what would have been a powerful and exclusive character had it not been for your bait and switch tactics As far as not compensating for future character re-balanced, maybe Kabam should not directly sell us a character and weakening it like a dealership selling a car then coming in the night and changing the engine to a weaker/less fuel efficient version

Initial Business Response / [redacted] (1000, 5, 2015/06/02) */ Hello [redacted] , Thank you for taking the time to reach out to us here at the Revdex.com about concerns regarding your recent issues with purchasing and your experience with SupportWe certainly understand that the frustration caused by such instances can be severe, but our Support is there to help We have pulled the records of your account and the purchases made both for Diamonds and purchases made using DiamondsAfter these reviews, we are not showing any purchases that did not get rewarded in the appropriate mannerWhen purchasing methods such as those with a financial institution are concerned, we suggest that players contact their Bank or Credit company to make sure that purchases to our games are authorized and verified in future instances With this in mind, large purchases made in game will sometimes get put into a pending status if you have not informed them of the spending patterns in game As for the chance based Chests, we are not showing any particular issues with any of the items that you have opened in your inventoryPlease note that Chance Chests such as the ones you are referencing will contain chances to win the items contained within and do not guarantee those itemsThose Chests are indeed functioning correctly and are paying out the correct items and amounts We apologize for any possible confusion or inconvenience that this particular set of issues may have caused in your gameplay experience Regards, RockYou Revdex.com Support Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) It took a very long time to get this cleared up, when the business only needed to provide a reassurance to the dispute, this took about 4-daysI am happy that they took the time to resolve the conflicts, and am very greatful for [redacted] help in resolving the dilemas As for the mystery boxes, I am more then understanding of how these work, my main issue is how they are advertised deceptivelyFor instance let me make a comparable to provide some basis on the "chance" based productsThis is pretty much identical to buying a pack of basketball cards, you don't know exactly what your going to get, your given a general idea of the possible winnings that are based on chanceHowever the collector card companies state the odds clearly on the boxes and such to prevent illusive marketing tactics, or any dispute there ofEvery item they offer in collector card packages have the odds stated based on the categoryThe odds of winning that item category with the exception of the base cards, which you get in every pack is clearly stated on the boxes So I do still believe that the marketing tactics are misleadingThis is something many players in this game agree withMy middle ground suggestion is quiet simple, just state the odds of winning the prizesOr make a web page, that lists the odds for each box item that can be referenced too in the advertising messagesThis way no one feels cheated, or like they've been deceivedThis can also help your company never to receive another similar complaint, as there wouldn't be any argument unless the odds listed are incorrect

Initial Business Response / [redacted] (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 youWe 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 improveWith 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 otherwiseHowever, as a showing of good faith we have provided the 1,Units to your account without any further delayIn order to avoid any 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 / [redacted] (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 unreasonableHowever, 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

Hello, Thank you again for contacting Kabam Support In review of your response, please understand that we do not have the ability to "roll-back" a specific account, and provided that we don't have the functionality for performing such a change, it is not possible that any player has received such assistance beforePlease understand that the assistance we have provided some players was handled manually, and those situations were very specific with other conditions that led us to providing a restoration However, in this case, please understand that we aren't able to provide a restoration of the sold champions, or a refund of purchases made within the gameAccess to your account was not gained from Kabam, so anyone with access to your account would have access due to a flaw in the security of the account (information being shared in one location or another)Thus, it is the responsibility of the player to prevent access to their account by not sharing their information, or by ensuring their device is free of malware that could capture the information I apologize sincerely that this wasn't the answer you were looking for, but I hope that this information was more helpful in clearly explaining our answer for this situation If you would like assistance with securing access to your account, please write in to us directly at Kabam SupportThank you for your patience with us Best regards, Kabam Support

Hello,Thank you for contacting Kabam Customer Support.After a final review of your account we were able to confirm that your account has indeed been permanently banned due to the fact that the account has violated our Terms of Service, specifically using third party software to manipulate the game in the Labyrinth of LegendsWe will be unable to discuss the exact details that lead to the action taken on your account in order ensure the security of the gameWith that being said this decision is final, and will not be overturnedRegards,Kabam Support

Initial Business Response / [redacted] (1000, 5, 2016/01/29) */ Greetings, In the near future Kabam will no longer be supporting the game Divine MightWe 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

Complaint: [redacted] I am rejecting this response because:You are lyingI know for a fact that it is within your capabilities to restore an account to the state it was in at any given timeI have witnessed the various steps of this process firsthandThere 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, I know that you can see the state of the account nowAll 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 lineRegardless of where the breach came from, I am clearly the victim hereThese items represent concrete cost to me, but not to youTo you it's just code and a couple hours, tops, of laborAgain, 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] ***

From: [redacted] Sent: Monday, September 19, 12:PMTo: info < [redacted] >Subject: Complaint ID: [redacted] Dear Sirs, I am still waiting to hear back from you regarding Kabam's response to my rejection of their responseI would really like to get this matter rapped upIt seems to be taking a long time Kabam continues to completely ignore the main concerns of my complaintWording that Kabam themselves wrote, which appears at the top and bottom of the offer clearly states that the purchaser will receive 3x units, or total unitsWhether Kabam did not intend to give the purchaser units is irrelevant, it's what they put in the offer and they have collected money from me for said offer, and they are not giving me what I paid for Kabam states in their response: "we clarify that the offer is three times the value of the original offer in the advertisement"This is completely untrue as there is no original offer mentionedIt appears as a stand alone offerYou can see this to be true in the screen shot I attached to my complaint Kabam needs to take responsibility for what they wrote in the offer, whether they made mistakes in writing it or notThey can't just keep ignoring itI've even offered to accept the units in lieu of a refundThis would cost Kabam nothing at all and we could get this settled Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/11/12) */ Greetings, Thank you for writing in today We would like to fully apologize for any disappointment that these chests have causedThere are several in-game factors which determine what rewards are granted from a chest, but please know that these factors were created with players concerns and feedback in mindWe believe that our system keeps a strong balance of offering an opportunity to win while maintaining the rarity and integrity of those valued itemsAdditionally, I have provided a few articles from our support page for additional context There is no easy answer for a streak of bad luck, and we certainly understand that misfortune can lead to disappointment and frustrationOur goal is to create a game that everybody can enjoy, and we always welcome your feedbackIf you feel that the items you receive are not valuable enough, or have any comments or suggestions regarding items and cards you would like to see more often, please check our Community Forum 'Suggestions and Feedback' found here: http://community.kabam.com/forums/forumdisplay.php?1055-Suggestions-and-Feedback With that being said, we fully want to help you in your quest towards earning higher tier cardsThough we cannot directly provide any [redacted] cards, we do want to do our best to help you out as much as we canTo do so, could you please provide both your username and the realm you currently play on; this will allow us to check your recent chest openings and help out in any way we can Thanks again for taking the time out of your day to contact us with your concerns, if you still have any more questions please let us know, and we will do my best to go ahead and answer those for you as soon as possibleThank you for your support in Heroes of Camelot! Regards, Kabam Support

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

Greetings, We truly appreciate you taking the time to provide this insight, and we are absolutely willing and interested in helping resolve your concerns on the instability you’ve been experiencingWe understand that we’ve set high expectations for our game and to not meet those expectations has been a true point of frustration for youWe assure you that it isn’t our intention to disappoint and we strive to provide as much satisfaction as we can for all issues that are brought to our attentionWe also understand that running into crashing or loading issues on a regular basis can absolutely put a damper on your experience, and know how upsetting that is when you dedicate time and resources to the gameEnsuring full game stability and peak performance over as many devices as possible is of the utmost importance to usIt is to that end that we constantly strive to fix any issues brought to our attention and to continue to improve the various mechanics in the gameWhile not all devices are capable of performing to the lofty standards we’ve set by making such a graphically and mechanically advanced game, we will continue to work hard on making sure that as many devices as possible are optimized Please do know that the information you’ve provided us with your previously opened support tickets has been incredibly helpful to these endeavors and we sincerely appreciate the time you took out of your day to help us with thisMany issues related to instability are due to a multitude of factors, not the least of which can be a device’s age and hardware/software stats, as well as the network connection used to play the gameAs such, it is beyond the scope of our service to provide any refunds or compensation for items used in-game while this instability took place (particularly given that many of these items do provide in-game benefits that cannot be removed or reversed, and can potentially last beyond the experienced instability)Should you wish to review our policies on this subject in full, our Terms of Service can be located here: [redacted] While we here in Support are unable to provide the resolution that you're looking for on these particular issues, we want to be clear that the Game Team is reviewing all reported issues to remedy any issues that are found as soon as possibleWe also want to thank you again for all of the epic help you have provided to usWe hope that you’ll continue to report any issues you experience as this should help towards our ultimate goal of providing full stability and an amazing in-game experienceIf we can address any other issues or concerns you may have in regards to our game, please do not hesitate to open a new ticket with Support so we can further assist Kindest regards,Kabam

Initial Business Response / [redacted] (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 unauthorizedOur recommendation is to contact your credit card company to replace your card and to report the fraud Thank you for your time and patience Regards, Kabam Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is an automated responseThis response from this company, lets me know that they intend to do absolutely nothing regarding the issueThey intend to keep my moneyThe amount may not be an incredibly large amount, but its the principleFrom 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 wrongI 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 / [redacted] (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 notAs 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 chargesAnd 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 / [redacted] (1000, 5, 2015/08/21) */ Hello, Thank you for taking the time to submit this to case to us We would first like to apologize for any confusion, or frustration that this matter may have causedUpon reviewing the results for the Heavy Ordnance Arena you are referring to it was determined that players were exploiting the game by use of third party software, and action was taken against these players to maintain a clean, and fair environment On that note any players that would have otherwise qualified for the Star War Machine were provided the Star War Machine within hours of the event endingRegrettably after reviewing your account it does not appear that you qualified for the Star War MachineDue to the fact it would be unfair to the community as a whole to provide your account with the Star War Machine when you did not qualify doing so 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 / [redacted] (3000, 8, 2015/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have to explain the pictures that I have given to them and to this website The have been trying to avoid as to why my teammate was able to get the rewards corresponding to top finish, when his initial ranking is at Final Business Response / [redacted] (4000, 11, 2015/09/08) */ Hello, Thank you for taking the time to reach out to us once again We would like to once again apologize for any confusion that this matter may have causedTo provide you with additional context we are unable to provide any information regarding which accounts were actioned due to our privacy policyAdditionally, we are unable to discuss the details of your Alliance member's account due to our privacy policy as wellWe take the privacy, and safety of our players very seriously, and we are unable to provide any information that could compromise are policy, and player safety With that being said although we are unable to provide the adjusted Arena results for this reason, nor are we able to discuss the discrepancy you, and your Alliance member experienced we have double checked, and verified that your account was not eligible to receive any adjusted, or additional rewards from the War Machine ArenaWe understand that this was not the response that you were hoping to receive in your correspondence with us, however, providing any additional rewards to your account for this matter is beyond the scope of what we can provide in this situation We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week Regards, Kabam Support