Kabam

Initial Business Response / [redacted] (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 IssueWe 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 possibleInitially we disabled the Blood and Venom quests, and the ability for players to redeem Star Shards for Star CrystalsOnce players were unable to gather excess Star Shards we determined the root cause of the issue, and resolved itFrom there we had to make a difficult decision determining what we wanted to do regarding the excess items players had obtained in the questAfter 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 Star Shards, and certainly not enough that we felt it would harm the balance of the communityNot 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 questsIn this situation our main concern were the excess Star Shards players were able to obtain, and we removed those along with the Star Champions players were able to obtain in order to maintain the balance of the ContestWith 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 intentionWith 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 / [redacted] (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 rewardsThat being in game rewards that cannot be duplicated by the average gamer through either game play or reasonable IAPsA refund is still in order based on this inaction and the violation of Kabam's ToS by the company itself Final Business Response / [redacted] (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 causedWe 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 itemsWith that being said we would have taken action if the amount of items the players won would have a severe impact on the communityDue 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 provideThanks again for contacting us, and we hope that you have a wonderful rest of your week Regards, Kabam Support Final Consumer Response / [redacted] (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 falseKabam's is shielding their high paying players at the expense of the game playerI'd like to see numbers to fully understand the scope of the issueDisclosure and transparency should not be a problem if as the company says it's not an overarching issueBased on gameplay in the arenas if even players were able to obtain an inordinate number of high value star characters and/or rewards to rank up existing rosters then the odds of a player placing and furthering game based efforts in said arenas will be impacted limiting the ability of players such as myself from placing and obtaining future rewardsI would accept in game rewards correlated to the lowest amount rewarded to players who availed themselves of this exploit as fair compensationLevel the playing field so that I can also thrive and succeed in the skewed environment moving forward

Initial Business Response / [redacted] (1000, 6, 2016/01/22) */ 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 has causedTo help provide some additional context though we do understand mistakes happen the Units that were donated to your Alliance were able to be used by your Alliance, and because the Alliance can use the resources that were donated, and that action is not reversible we are typically unable to return the spent Units to players accountsWith that being said we do understand mistakes happen and we would like to do our best to help you out in this situation, and have provided Units to your account as a showing of good faithI did want to mention that we will be unlikely to make such an accommodation moving forward so please do your best to be careful when in the donation screen 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, 8, 2016/02/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate Kabam making right and returning the unitsThey have also since updated the game to prevent this issue from happening again to myself or others It was disappointing at how many rounds of customer support I went through without resolutionNo one was willing listen or help until opening this caseRegardless, I did receive the outcome I was desiring This matter may be closed

Initial Business Response / [redacted] (1000, 5, 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 that this matter has causedTo help provide some additional context though we do understand mistakes happen the Units that were donated to your Alliance were able to be used by your Alliance, and because the Alliance can use the resources that were donated, and that action is not reversible we are typically unable to return the spent Units to players accountsWith that being said we do understand mistakes happen and we would like to do our best to help you out in this situation, and have provided 2,Units to your account as a showing of good faithI did want to mention that we will be unlikely to make such an accommodation moving forward so please do your best to be careful when in the donation screen 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, 2016/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) To begin with - Thank you for taking my [redacted] seriously and for being both reasonable and considerate in your responseCustomer service is a rough business to be in but (as we all know) the customer is the life blood in almost every industry In reading your reply I attempted to put myself in your position and I understand why your response was what it was in this caseThat being said, I disagree with your decision (in part not in whole) and here is whyLet's put aside the how and why of this issue for a momentOne of my issues throughout this was that I was not given a fair response from your CS teamFairly quickly, I requested this be escalated (as I was unhappy with the response I received) and after being told that they could not do that they unceremoniously closed the ticket blocking communicationI would have had to start the process again and from a time standpoint, taking yet another 5-days to get any meaningful response was untenable to meI think my position and requested resolution is fair and is one which does not burden your company financiallyI simply want to be made wholeI have enjoyed and supported the game from the beginning and I also (as a show of good faith) have purchased additional units recently (which I did not need yet) and will continue to do so to help improve my overall experience I am asking that you reconsider your decision and allow me to recoup my whole financial loss I understand your position on future issue and agree in substance going forward Final Business Response / [redacted] (4000, 9, 2016/01/22) */ Hello, Thank you for taking the time to get back to us As mentioned previously providing a return of Units in this situation is typically beyond the scope of what we can provide, but we decided to make an exception and provide a partial return through this correspondenceWhen you originally contacted us a supervisor was contacted per your request, however, the conversation did not change the decision made on your accountAfter we notified you of our policy regarding this instance multiple times the correspondence was closed due to the fact we felt that we had addressed your concerns to the best of our ability per our policyThe 2,Units is much more than we would typically provide in this situation, but we have gone ahead and provided an additional 1,Units to your account for this matter, however, we did want to let you know that this is the maximum amount of Units we will be able to provide for 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

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

Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ Hello Mr [redacted] , Thank you for contacting us regarding your concern with charges made to your account through the game Realm of the Mad GodAs neither Kabam nor Realm of the Mad God house billing information locally, we cannot offer a refund for this amountTo ensure this does not occur again please remove save billing information from your browser or from the Merchant the amount was purchased throughCurrently the only billing option is through PayPal, who can be reached here: https://www.paypal.com/us/webapps/helpcenter/helphub/home/ However if the purchases were made previous to this change, the previous two Merchants were UltimatePay and Google Wallet, who can be contacted here respectively: https://ultimatepay.custhelp.com/ http://support.google.com/wallet/?hl=en&topic=XXXXXXX Thank you for your inquiry and patience in this matter Kabam Support Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) They pawned it off on PayPal and PayPal stepped up and refunded my money

Initial Business Response / [redacted] (1000, 5, 2015/08/26) */ Greetings, Thank you for taking the time to contact us regarding these unauthorized purchasesWe're very sorry to hear that this has happened As the information we would normally be asking to resolve this sort of issue, as well as the expediency it normally requires, one of our Payments Specialists will be contacting you via email soon to work with you on how to get this issue resolved Please look for this email in your inbox soon and make sure that your spam filter allows mails from Kabam to come through Sincerely, Kabam Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/31) */ Gentilmen: I downloaded a free game from ,a google play shopno reciept were given because no card numbers were given Kabam deductions started showing up and I assumed that it was because of the free download In studying my bank statement, I saw that on X-I payed my families dinner at bubba gump's in monterey with my debit cardthe waiter walked away with my cardthe first kabam deduction was on the same day I have made a police report$ worth of kabam games were charged on my cardI had to cancel my card Suggestion: If you all have any pull with credit /debit cards company, It would be wise to tell them to not print the security number on the back of the cardsThey mail the pin numbers separatelythey should include the security number tooYou cannot buy online without the security numbers I THANK YOU for responding to my mailI apologies for taking up your timeThere is nothing that can be donethat young man got away with it Respectfully Mrs [redacted] Final Business Response / [redacted] (4000, 9, 2015/09/15) */ Greetings, It appears that you have found an alternate way of resolving this matter and we are no longer needed for a resolutionAs for your suggestion about security numbers on the back of cards you would need to take this suggestion to the card companies specifically as we do not have any connection with themThey are charged through the respective app stores used to download our games and all of our transactions go through those stores We're sorry to hear about any frustration that this matter has caused and are happy to hear that you have found a resolution Regards, Kabam Support

Initial Business Response / [redacted] (1000, 5, 2015/10/01) */ Hello, First, we would like to apologize for any inconvenience that this may have causedwe can certainly understand how receiving the incorrect rewards from the Adios August Chests would be frustratingWe will be happy to review this matter for you The Game Team was made aware that the description for the Adios Chests did not correctly detail the possible rewards that could be wonThe Chests were granting rewards as intended, however the description for both Chests indicated incorrect rewards could be wonAgain, we apologize for any confusion and frustration that this has caused With that said, I have added Gems to your account and you will receive them shortlyYou may need to refresh the app for this to take effect Please feel free to contact us if you have further questions and we'll be happy to assist youTake care! Best Regards, Kabam Support

Initial Business Response / [redacted] (1000, 5, 2015/11/04) */ Hello, Thank you for taking the time to submit this to case to us We would first like to apologize for any frustration that the recent server issues may have caused youThe version release put much more strain on the servers than originally anticipated, and we have been working on resolving the issues that this has brought as fast as possibleOn that note we want to assure you that reinforcing game stability is a top priority for usWith that being said we are now confident that the stability issues have been resolvedDue to the fact that we understood the server issues negatively affected players we have paid out multiple compensation packages since the version releaseDue to the fact that these issues impacted the community offering any additional compensation would be unfair, and is ultimately beyond the scope of what we can provide in this situationA refund for services rendered is also beyond the scope of what we can provide in this situation per our Terms of Service We understand that this may not have been the exact response that you were hoping for and we would like to sincerely apologize for any disappointment that it may have caused as this was not our intention, but we hope that this information has been helpful regardlessWe 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

Complaint: [redacted] I am rejecting this response because: I still have not got to talk to anyone from Kabam regarding my banI spent hundreds of dollars and hours on this game For my account to be banned for no reason should be illegal I consider this theft and my lawyer feels the same way Legal action will be my next stepSincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/21) */ Hello, Thank you for contacting us regarding your issue with unassigned Knights We reviewed your account and found that this issue was addressed in case # XXXXXXXXAs we mentioned in this case, we have investigated reports of unassigned KnightsWhat we have found is one of two scenarios: the player's device is not synced correctly with our servers and shows an incorrect amount of Gold, which is required for the Knight to remain assigned, or attacks cause enough Gold loss to pillaging that the Knight is automatically unassignedWe have been unable to find evidence of Knights unassigning without cause As we've provided the maximum allocation for this issue, we feel that it is appropriate for no further adjustments to be madeWe sincerely apologize for the inconvenience this has caused for you Please feel free to contact us if you have further questions and we'll be happy to assist you Best Regards, Kabam Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, I do not accept the response from Kabam because this is NOT a case of UNASSIGNED Knights because of a lack of gold to keep the knight assigned this is a issue where a knight took over for my highest knight (with my best defense gear and highest level) with a lower knight with no gearIf it was an issue where there was no gear to retain a marshal then the reports would show no marshalMy knight was not unassigned because of lack of gold he was replacedNo gold was pillaged before the lower knight took overIt is funny that they provided the maximum allocation but I know that other players that have had this happen to them they got all of their troops and might backI am asking for no less than what is given to other playersAgain let me say that my knight was not unassigned my knight was replaced with a lower knightActually at the beginning of this week there was a glitch where a reinforcing knight took over for the player's [redacted] no matter the level Thank You, [redacted] Final Business Response / [redacted] (4000, 9, 2015/11/04) */ Hello, First, we would like to apologize for any inconvenience that this may have caused and we will be happy to review this matter for you After a careful review of your account and a detailed investigation into this issue, we determined that your original request for full troop restoration was something that was outside the scope of what we can offer in these situationsThat being said, we greatly value your support and we wanted to help you out as much as possibleThrough the battle reports provided, we confirmed billion in Might losses, which led us to grant you an allocation of million Might in troops as a courtesyAs you later contacted us letting us know that you were unhappy with this first allocation, we made an additional allocation of million Might in troops to help address your concerns After a final review of this case, we have determined that under these circumstances our team has provided the maximum allocation of troops that we can for this issuePlease note that we will not be able to provide any further allocations to you in regards to this specific issueOnce again, you have our sincerest apologies for the frustrations this issue has caused - please know that should you encounter any other issues you are absolutely welcome to reach out to us at any time and we will be more than happy to assist you in any way we can Best Regards, Kabam Support

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

Hello,Thank you for taking the time to submit this to case to us.We would like to apologize for any confusion the ban may have caused, however, we want to clarify that players are not banned for any software they contain on their devicePlayers are only banned if software is used to manipulate the game against intended designWe have taken a final review of the account and have confirmed that the account has indeed been permanently banned due to the fact that it has violated our Terms of ServiceSpecifically using third party software to manipulate the Labyrinth of LegendsWe wanted to let you know that this decision is final, and will not be overturned, and that we are unable to discuss the exact details that lead to the action taken on your account in order ensure the integrity of the gameRegards,Kabam Support

Hello again, We are very sorry for any disatisfaction with our previous responseWe are truly always actively working towards in-game improvements directly based on feedback from players such as yourselfIf there are any specific offers or crystals you have concerns over, please be sure to let us knowThough we cannot guarantee immediate changes, we can assure this feedback will be taken into direct account when creating new or altering existing crystals and offers.We are very sorry we could not meet your expectation with recent crystalsThat said, we do still want to thank you again for taking the time to reach out to us and we wish you all the best in the Contest!Regards,Kabam Support

Hello,Thank you for taking the time to get back in touch with us.As mentioned previously there are a large amount of factors that can go into device latency and crashing, and allocating items to your account for this matter is beyond the scope of what we can currently provideWith that being said we are always improving our infrastructure to ensure that we can help avoid these frustrations as much as possibleOn that note we have developed a Crash report form so that you, and other affected players can submit detailed information regarding their crashesFrom there we may be able to identify large trends to improve where we canWe do understand that this may not have been the exact response that you were hoping for and we would like to sincerely apologize for any disappointment that it may have caused as this was not our intention, but we hope that this information, and the following crash report has been helpful regardlessThanks again, and we hope that you have a great rest of your week.Regards,Kabam Support [redacted]

Hello,Thank you for contacting Kabam SupportWe understand that you have you experienced delays or other issues regarding being unable to parry or evade within Marvel: Contest of Champions as well as other concerns surrounding general delays in-gameWe apologize for any inconvenience these problems have caused.To start, we would like to explain that we have a retry system within Marvel: Contest of Champions, but this system also acts as a measure against exploitation of battles through closing the game during battleThe system will allow one battle per hour to be reconnected to without changes, as we understand that sometimes there may be unintended problems which cause the game to closeBeyond this, if a disconnect from the game occurs than the game will automatically change the champion which was fighting at that time to half health or belowIf you are noticing a lot of instances where your champion's health is reduced to half, then it is likely that disconnects are occurring on the network your device is connected to.Additionally, please know that if you have experienced lag or delays within the game which may have also affected other timing related effects of combat such as parry, then it is likely a local issue is occurring for the device or the install of the game on the device.To ensure this isn't the case, we first recommend completing all of the steps listed in the troubleshooting provided below depending on which type of device the problems are occurring for (Android or iOS): [redacted] We are always working to improve the performance of Marvel: Contest of Champions and we will continue to release these improvements in future updates.We hope that this troubleshooting material is helpful for you, and if you would like any further assistance or if you have any questions or concerns please feel free to write into our Support directly as we are always happy to help.Best regards,Kabam Support

Hello,Thank you for taking the time to 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 canWith 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 playersEach update we release attempts to resolve as many known crashing issues as possible as we continue to optimize, and we do believe that the build will help resolve some crashing issues for our playersWe 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 weekRegards,Kabam Support

Initial Business Response / [redacted] (1000, 9, 2015/09/26) */ Greetings, Thank you for taking the time to submit this case to us. We would first like to address your concerns of cheaters and those who will use 3rd party sites to purchase Mithril. Please know that we do take actions against those we... find cheating within the game and those who purchase from these 3rd party sites. Anyone who is found cheating is actioned accordingly and we have continued to improve our systems of detecting this type of activity. Now on to your statement that the targeted offers and random offers we have are against our Terms of Service. There is nothing in our Terms of Service that says we will not run promotional events from time to time and it does not state that each of these events has to be presented to every player. From time to time we will run promotional events aimed at people who have not logged into the game in awhile, there are some promotions that are sent to players at random (these players are chosen randomly out of the database of email addresses we have registered to Kabam.com accounts), there are some promotions sent to players as simply a survey and if you complete the survey you are eligible for a prize or reward. As it stands these promotional events you are referring to are not against our Terms of Service. The statement that we strive for equality in our games is based on game play and game mechanics and not monetization. Many companies within our industry and within other industries use this type of promotion all the time. Regards, Kabam Support

Complaint: [redacted] I am rejecting this response because: I have never used any third pary software.Sincerely, [redacted] ***

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 correctlyWith that being said it was intended for that item to be a TClass Catalyst Crystal and not a Greater Glory CrystalAll other players that have traveled that path before and after the adjustment received the Catalyst Crystal and not the Glory CrystalAdditionally, 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 wellWe 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 haveOn that note we have gone ahead and allocated the 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 weekRegards,Kabam Support

Initial Business Response / [redacted] (1000, 8, 2015/07/08) */ Greetings, Thank you for taking the time to submit this case to us After fully investigating all of the tickets submitted to us under the email [redacted] @me.com (and specifically XXXXXXXX) we do sincerely apologize for the amount of time it took to resolve this matterIt should not have taken as long as it did, and this is why the Lead who handled your case gave you much more than we would normally grant in a situation such as yours As it stands we believe that the allocations granted to you for this issue, and the amount of time it took to be resolved, was more than adequate and will be unable to allocate any more at this time Thank you for your patience and understanding in this matter and again we apologize for the amount of time that the resolution took Sincerely, Kabam Support