Ngmoco, LLC

Initial Business Response / [redacted] (1000, 5, 2015/11/30) */ We unlocked ***'s account on 11/24, the same day he filed this complaint with Revdex.com [redacted] has called you to confirm that his issue has been resolved

Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ Hi ***, I am sorry that you feel disappointed in not receiving your promised character After looking into your account I do not see no support ticket regarding this request as we would of been able to help you instantly I am going to have to ask you to go into more detail on what character you bought and what you are missing - ***

Initial Business Response / [redacted] (1000, 5, 2015/06/15) */ Hi ***, Unfortunately we are unable to assist with this request for a refund The reason is due to this money spent has been used to play the game over the last years Looking at your support history I see every request with reward issues or bug that have been with the game solved and rewards given We are also saddened by the news that Tranformers Legends will be sunsetting but that does not mean we can refund all players who have enjoyed the game over the years We are more than welcome to come to an agreement on transferring funds over to another game Regards [redacted] Player Relations Manager Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear ***/Dena/Mobage, I was well aware that this would be the response I would receive, as would many players who contacted your companyUnfortunately, since your company has never taken responsibility for the flawed product, TFL, many players received full refunds from Google and ITunesI am one who decided to hold your company accountable firstPlease refer to your Facebook page, https://www.facebook.com/DeNAgames?fref=ts, to see how poor the customer support is and has always been ***, if you have been there long, please sight one game episode that did not have flaws, or glitchesI regularly spoke with Joel Guntil he was let go due to your company's downsizingThere were a few honest people amongst your support and ultimately that is why I stopped paying money a year ago to play Quite honestly, everyone who played this game should be refunded every penny they spentGoogle and ITunes should not have to do it for youThe product was flawed and broken in almost every way since it started yet the company accepted people's hard earned money for a broken product I now see that the "real" money, cybercoins, I had left in my account is now goneThis is just another example of taking people's real money without explanationI had thousands of coins vanish And as far as checking the email history and seeing all requests were closedMost were closed by your company because they never took responsibility for the flaws and defects of the gameEvery case was legitimate, and often times other players got refunds, yet the support team helped some and denied others for the same issue My advice to anyone is to boycott all Dena/Mobage gamesIf you look at their Facebook page it will explain itselfThere is a big reason why this company has issues and its all about extremely poor customer service and product I, myself, run a company and my customers come firstI give refunds when I don't give the ultimate level of service or when my product is flawedI guess that's why my company is thriving and yours is not Learn to do what's right instead of letting other people clean up your messes, Google and ITunes Seeing as this will be unresolved, I will file a developer complaint with them as well, like many others have Also, you're welcome for the last of the money in my account you erasedI, like many others, appreciate all that you've stolen from us over the last years Taking into account my cybercoin and in game resources, per your cost to buy them, there was over $takenObviously the company needs it more than me Boycott all of their games! ***

Initial Business Response / [redacted] (1000, 6, 2015/08/27) */ Hi there, My apologies for the delay in response This issue is currently with our Japan team and I will try my best to get you an update as soon as possible regards [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I recently received an email stating that they will be returning my stolen items to my account and state that my account is safe after changing my passwordI still do not have access to my account, yet they returned the fams anyway, I told them that I still don't have access to my account and then they point the finger at each other againThe returning of my items yes is the Developers issue in Japan, but these hacks are through the server of [redacted] which is still the biggest issue that needs to be investigatedBottom line I do not accept this response, and it's more of a response than I have received in weeks of waitingI still don't feel my account or any account for that matter is safe, and after this is resolved I am uninstalling every app I have of this company and never giving them a dime, so my request for a full refund is still, my goal or atleast a reasonable offer Thank you, [redacted] Final Business Response / [redacted] (4000, 11, 2015/09/03) */ Hi [redacted] , Just wanted to give you an update We are really sorry for the confusion of your case it does seem that your account was being requested by multiple players and we had to confirm that you were the original owner You should now be receiving a password [redacted] to your account and you should be able to login I have now passed [redacted] to the Japan team to look at any losses and reimburse anything that was missing in the time frame regards [redacted] Final Consumer Response / [redacted] (4200, 13, 2015/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Just returning what was stolen, is certainly not acceptedThat was something they should have done in the first place, and it still took them a month to returnI still have not accessed the account even after they have reset my password [redacted] the account is still called something different than when it was my accountI'm grateful that they have updated security measures and I'm sure this game is much safer but you cannot undo the past, and my request for compensation is still warranted please forward to a supervisor in [redacted] Thank you, ***

Initial Business Response / [redacted] (1000, 5, 2015/12/04) */ For her individual case, we will credit MSFor other player's cases, we're handling them individually case by case If you accept our proposal, we'll credit the MS to your account Thank you DeNA Support Team Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have wrote them through via email and they have not yet responded to me or why cards do not regesteredEvents should be fair and I used energy pots and like ms and over free seals and barely came out with anything at first when it happened I did not care and then the second time I wanted the problem fixed and now its just worse and nothing was resolved or fixMy ign is [redacted] Final Business Response / [redacted] (4000, 9, 2015/12/21) */ MS & Here are all cards we offer to give back to you - Epic (evo1) Chaos unbound - UR (evo 1) Dragon Matriarch Restitution Titans of Time Awakened Dragon - SR (evo 1) Configurator Supreme Anansi Gnu Dyodox Agafaxis Red Isabelle Niade The Queens Niccolo Tartini Demon King Hadwisa Breca The Viper Nephilim Cienmodok The Reaper Sasaki Kojiro Elizabeth Bathory Nameless Arcane - Reinforce Anima - Reinforce Aetherea Complaint Response Date bumped because: Holiday Final Consumer Response / [redacted] (2000, 11, 2015/12/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yeah thats fine ! [redacted] is my ign , which ever some of those were in chest that week! As long as I get sepic thats perfectly fineOr all those mentioned thats fine too!

Initial Business Response /* (1000, 8, 2015/10/08) */
We're currently looking at offering the player some compensationWe'll reach out to him and continue the conversation with him
Initial Consumer Rebuttal /* (2000, 10, 2015/10/20) */
(The consumer indicated he/she ACCEPTED the response from
the business.)

(The consumer indicated he/she DID NOT accept the response from the business.)This is unacceptable, I have no interest in any in game credits from a company that promotes unfair business practicesThey had their chance and waited till the Revdex.com was involved full cash refund iso the only acceptbale resolution at this pointit is companies like this that steal from the consumer that are giving the industry a bad nameThey have taken my money but can't figure out how to give it back, that is completely unbelievableThey took my money in good faith for the benefit of my enjoyment and then with no notice negated the value of what I paid for and now refuse to refundThis is like selling gift cards then not allowing you to redeem them and hiding behind terms and conditions, plan and simple this is theftAgain full refund must be made in this case

As mentioned before, we have zero ability to issue refundsOnly Google can since they're the entity processing the purchase, not usIf you still want a refund of your $spend, please reach out to google for further assistanceIf you're ultimately looking for real money refund, DeNA cannot complete your requestIf there's other means that you'll consider, then DeNA is happy to assist as long as it doesn't involve real money refundsWe have absolutely no ability to do this and have never done it for anyone beforeThank you

Initial Business Response /* (1000, 5, 2015/06/30) */
Hi ***,
This should be now resolved for you and we apologies for the inconvenience
There was a lot of confusion on what we should be giving back through support and that has now been corrected
Have a great day,
***
Player
Relations Manager DeNA
Initial Consumer Rebuttal /* (2000, 7, 2015/06/30) */
the issue has been solved

Initial Business Response /* (1000, 6, 2015/12/04) */
We are talking to the player directly and have given back some of the resources and in the process of giving the rest back
Thank you
DeNA Support Team
Initial Consumer Rebuttal /* (2000, 8, 2015/12/10) */
(The consumer indicated he/she
ACCEPTED the response from the business.)

Final Consumer Response /* (3000, 6, 2015/09/21) */
***,
It was a pleasure speaking with earlier
Here is a copy of my reply including what they sent me
I am just concerned if Iaccept
I would like to know what I am accepting before accepting a resolution
I atleast want to have what
was lost and missing returnedAt a minimum what u remember and listed; no lessI only think that is fairWhile I believe I deserve more as it has been almost three months do due the inconvenience and possible personal information breach
I know I may be being a bit repetitive; still at the absolute minimum I fill I am justified in asking for what I know what was missing and had taken
Sincerely,
***

(The consumer indicated he/she DID NOT accept the
response from the business.)The company was give an option for refund or credit when I contacted them directly and they refused forcing me to pursue satisfaction through the Revdex.com at this time I do not feel their underhanded business practices should be rewarded and I will not accept any form of creditThey as a company seem to feel defraudING their client base is good business and again they need to be held accountableRefund is the only acceptable resolution at this time

Initial Business Response /* (1000, 5, 2016/01/20) */
We would like to offer free seals and magic seals returned to the playerApologies for the agent's responseWe acknowledge that it wasn't the appropriate response to the player's inquiry and have taken corrective actions in educating
the support agents
Initial Consumer Rebuttal /* (2000, 7, 2016/01/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I welcome the responceIt was all that I have wanted to hear is a final resolve for the last monthThank you
Final Consumer Response /* (2000, 14, 2016/01/29) */
I have received the free seals and magic seals todayThank you

Initial Business Response /* (1000, 5, 2015/11/30) */
We unlocked ***'s account on 11/24, the same day he filed this complaint with Revdex.com*** has called you to confirm that his issue has been resolved

Initial Business Response /* (1000, 5, 2015/09/09) */
Hi ***,
I am sorry that you feel disappointed in not receiving your promised character
After looking into your account I do not see no support ticket regarding this request as we would of been able to help you instantly
I am going to
have to ask you to go into more detail on what character you bought and what you are missing
- ***

Initial Business Response /* (1000, 6, 2015/08/27) */
Hi there,
My apologies for the delay in response.
This issue is currently with our Japan team and I will try my best to get you an update as soon as possible.
regards
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/08/28)...

*/
(The consumer indicated he/she DID NOT accept the response from the business.)
I recently received an email stating that they will be returning my stolen items to my account and state that my account is safe after changing my password. I still do not have access to my account, yet they returned the fams anyway, I told them that I still don't have access to my account and then they point the finger at each other again. The returning of my items yes is the Developers issue in Japan, but these hacks are through the server of [redacted] which is still the biggest issue that needs to be investigated. Bottom line I do not accept this response, and it's more of a response than I have received in 3 weeks of waiting. I still don't feel my account or any account for that matter is safe, and after this is resolved I am uninstalling every app I have of this company and never giving them a dime, so my request for a full refund is still, my goal or atleast a reasonable offer.
Thank you,
[redacted]
Final Business Response /* (4000, 11, 2015/09/03) */
Hi [redacted],
Just wanted to give you an update.
We are really sorry for the confusion of your case it does seem that your account was being requested by multiple players and we had to confirm that you were the original owner.
You should now be receiving a password [redacted] to your account and you should be able to login.
I have now passed [redacted] to the Japan team to look at any losses and reimburse anything that was missing in the time frame.
regards
[redacted]
Final Consumer Response /* (4200, 13, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just returning what was stolen, is certainly not accepted. That was something they should have done in the first place, and it still took them a month to return. I still have not accessed the account even after they have reset my password [redacted] the account is still called something different than when it was my account. I'm grateful that they have updated security measures and I'm sure this game is much safer but you cannot undo the past, and my request for compensation is still warranted please forward to a supervisor in [redacted]
Thank you,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/15) */
Hi [redacted],
Unfortunately we are unable to assist with this request for a refund.
The reason is due to this money spent has been used to play the game over the last 2 years.
Looking at your support history I see every request with reward...

issues or bug that have been with the game solved and rewards given.
We are also saddened by the news that Tranformers Legends will be sunsetting but that does not mean we can refund all players who have enjoyed the game over the years.
We are more than welcome to come to an agreement on transferring funds over to another game.
Regards
[redacted]
Player Relations Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted]/Dena/Mobage,
I was well aware that this would be the response I would receive, as would many players who contacted your company. Unfortunately, since your company has never taken responsibility for the flawed product, TFL, many players received full refunds from Google and ITunes. I am one who decided to hold your company accountable first. Please refer to your Facebook page, https://www.facebook.com/DeNAgames?fref=ts, to see how poor the customer support is and has always been.
[redacted], if you have been there long, please sight one game episode that did not have flaws, or glitches. I regularly spoke with Joel G. until he was let go due to your company's downsizing. There were a few honest people amongst your support and ultimately that is why I stopped paying money a year ago to play.
Quite honestly, everyone who played this game should be refunded every penny they spent. Google and ITunes should not have to do it for you. The product was flawed and broken in almost every way since it started yet the company accepted people's hard earned money for a broken product.
I now see that the "real" money, cybercoins, I had left in my account is now gone. This is just another example of taking people's real money without explanation. I had thousands of coins vanish.
And as far as checking the email history and seeing all requests were closed..... Most were closed by your company because they never took responsibility for the flaws and defects of the game. Every case was legitimate, and often times other players got refunds, yet the support team helped some and denied others for the same issue.
My advice to anyone is to boycott all Dena/Mobage games. If you look at their Facebook page it will explain itself. There is a big reason why this company has issues and its all about extremely poor customer service and product.
I, myself, run a company and my customers come first. I give refunds when I don't give the ultimate level of service or when my product is flawed. I guess that's why my company is thriving and yours is not.
Learn to do what's right instead of letting other people clean up your messes, Google and ITunes.
Seeing as this will be unresolved, I will file a developer complaint with them as well, like many others have.
Also, you're welcome for the last of the money in my account you erased. I, like many others, appreciate all that you've stolen from us over the last 2 years.
Taking into account my cybercoin and in game resources, per your cost to buy them, there was over $3800.00 taken. Obviously the company needs it more than me.
Boycott all of their games!
[redacted]

As stated in our Terms of Use, there is no way for us to issue refunds for purchases and we've never done it before. As an alternative, we can provide you with in-game currency worth of $50 in one of our new games such as Timenauts or another game. That's the only possible resolutions we can provide directly from us. Thank you.

As stated in our Terms of Use, we cannot issue refunds for purchases since we don't directly deal with the transactions. As an alternative, we can provide you with in-game currency worth of $50 in one of our new games such as Timenauts. Thank you

Initial Business Response /* (1000, 5, 2015/12/04) */
For her individual case, we will credit 50 MS. For other player's cases, we're handling them individually case by case.
If you accept our proposal, we'll credit the 50 MS to your account.
Thank you
DeNA Support Team
Initial Consumer...

Rebuttal /* (3000, 7, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have wrote them through via email and they have not yet responded to me or why cards do not regestered. Events should be fair and I used 26 energy pots and like 50 ms and over 100 free seals and barely came out with anything at first when it happened I did not care and then the second time I wanted the problem fixed and now its just worse and nothing was resolved or fix. My ign is [redacted]
Final Business Response /* (4000, 9, 2015/12/21) */
100 MS & Here are all cards we offer to give back to you.
- 1 Epic (evo1)
1 Chaos unbound
- 11 UR (evo 1)
3 Dragon Matriarch
3 Restitution
3 Titans of Time
2 Awakened Dragon
- 24 SR (evo 1)
2 Configurator Supreme
2 Anansi
2 Gnu
2 Dyodox
2 Agafaxis
1 Red
1 Isabelle
1 Niade
1 The Queens
1 Niccolo Tartini
1 Demon King
1 Hadwisa
1 Breca
1 The Viper
1 Nephilim
1 Cienmodok
1 The Reaper
1 Sasaki Kojiro
1 Elizabeth Bathory
1 Nameless Arcane
- 10 Reinforce Anima
- 2 Reinforce Aetherea
Complaint Response Date bumped because: Holiday
Final Consumer Response /* (2000, 11, 2015/12/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yeah thats fine ! [redacted] is my ign , which ever some of those were in chest that week! As long as I get s4 epic thats perfectly fine. Or all those mentioned thats fine too!