Niantic, Inc.

Their game had so much potential, however the company has zero customer supportNiantic also never once tried to communicate with their "fan-base." The buggy mess of a game appears to be a selfish money grab by a incompetent companyIf you don't like the freemium game model, do not put money towards this gameI repeat, DO NOT PUT MONEY TOWARDS THIS GAME

Your company wrongfully terminated access to my account and refuse to have someone physically answer your phoneI never got an email and never broke your ToS

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
On behalf of all the...

residents in our sub-divide, I would like to express our sincere appreciation for such a timely resolution to this problem. Subsequently I will post a document to you on the principles of Trespass under English Law in case you should need it in the future.
Thank you very much for your input Sincerely, [redacted]

Response:
We can confirm receipt of this request and have responded as of 9/9.
Sent on: 9/16/2016 2:53:22 PM

We have reached out to provide a resolution via email as of 8/14.

Response:
We can confirm receipt of this request and have responded as of 9/14.
Sent on: 9/16/2016 2:55:21 PM

Complaint: [redacted]I am rejecting this response because:
They simply issued a response saying they had reviewed my case and rejected it.   They didn't contact me, speak with me or address any of the concerns listed.  They just closed the case.Sincerely,[redacted]

We have received your request and responded as of 2/3.

FYI, I have never used an 'unofficial version' of the app, it has always been directly downloaded from the Google Play store, the only official place to obtain it. My operating...

system was supported when the game released and they removed support after I played for months. I don't even use root access but the files for it exist on my phone and are part of my OS. The only reason I'm using my current OS is because Motorola refused to update the operating system and close critical vulnerabilities in my previous operating system. To ask me to use a less secure OS to play their game is a very shady practice.
 
---------- Forwarded message ----------From: NianticOpsWendy (Pokémon GO) <pokemon-go-[redacted]>Date: Mon, Oct 3, 2016 at 9:56 AMSubject: [pokemon-go] Re: Unable to authenticate. Rooted devices no longer s...To: [redacted] <[redacted]>
##- Please type your reply above this line -##
Your request ([redacted]) has been updated. To add additional comments, reply to this email.
NianticOpsWendy (Pokémon GO)
Oct 3, 7:56 AM PDT
Trainer,You may be unable to access Pokémon GO because you're attempting to use an unofficial version of the app or your device's operating system is not supported.While we're not able to give refunds for premium items or PokéCoins already purchased, please be assured that your current PokéCoins balance and inventory have NOT been lost. They remain safe and intact.To resolve this issue, please install the latest official version from the Google Play Store or the App Store and access your Pokémon GO account from a supported device.-NianticOps
 
[redacted]
Sep 27, 12:56 PM PDT
Unable to authenticate. Rooted devices no longer supported. I've played with a rooted device since the beginning. I have no devices without root access on which to play. I would like a full refund for all of the in-game purchases I have made since I can no longer use my account.

We have received this request and will continue to only address this issue via email.

Complaint: [redacted]
I am rejecting this response because: when I download the game it doesn't allow me to log in and makes me create a new account. Why can't it find my old account with my birthdate? I didn't create a trainer account till I got my new phone so now it is making me start all over again. This is so frustrating! I can't understand why someone can't link my old account for me. I was told my the email linked to it was [redacted].
Sincerely,
[redacted]

We cannot discuss this customer's account details publicly to explain why the consumer is locked out of his account. We will continue to help him via our support channels,

Complaint: [redacted]
I am rejecting this response because:Althoigh they have now responded, they are still just giving the same information. Issue has been escalated up, appreciate patience, yada yada. This has been ongoing since 02/07/17, I'll accept their response when the issue is RESOLVED. 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: when I download the game it doesn't allow me to log in and makes me create a new account. Why can't it find my old account with my birthdate? I didn't create a trainer account till I got my new phone so now it is making me start all over again. This is so frustrating! I can't understand why someone can't link my old account for me. I was told my the email linked to it was [redacted].Sincerely,[redacted]

We have responded to this customer via email on 3/29.

Complaint: [redacted]
I am rejecting this response because: they respond by email, but repeat the same responses that do not help with my specific problem, and they do not answer the specific questions I ask to help me solve my problem.  This emailing back and forth is a ridiculous way to troubleshoot. I do not understand how a company that created the software for one of the most popular apps in the world does not have phone support.
Sincerely,
[redacted]

We have reviewed the email and sent a reply as of 6/7.

Complaint: [redacted]I am rejecting this response because:
[redacted], 
 
This was the E-mail that I received on May 2nd after originally emailing them about the issue on January 23rd and numerous times in between. It's been almost 2 months and I haven't received an update and the problem still isn't fixed. I do want to say that I believe I may have miscalculated the hours spent of my time on leveling to closer to 400 hours and not 6,000. Still,  quite an investment on my part, with zero consideration from Niantic over it. 
Sincerely,[redacted]

We have responded to your inquiry as of 2/28/17.

Complaint: [redacted]I am rejecting this response because: I submitted numerous appeals to Niantic. I was ignored until I filed a complaint with the Revdex.com. Now they are responding with generic emails and won't answer my questions directly. From what I've saw on line on numerous forums all appeals are getting the same email. There is no personal customer service at all. The email lists four reasons I could have been banned for. I'm continuing to request the exact reason and supporting documentation/proof. I'm doing this per my attorney. I'm appealing both my daughter and nephews accounts. Both of these accounts were in good standing for 6 months. Numerous in app purchases were made for coins, poke balls etc. then all of a sudden both accounts were banned. Who plays a game that long then all of a sudden starts cheating? The kids have invested so much of their time in this game and are upset beyond belief over loosing it. The email states their "system determined" that there was an issue. Perhaps a human should look at it. Niantic welcomed me to open a new account and start over, I refuse to make that large of a financial investment again knowing that they can ban the account at any time and keep the money invested in it.  If they need to up their profits they need to find a way other than cheating their customers. Niantic is unfairly banning customers, keeping their money and providing little to know customer service! Their getting away with it by hiding behind their Terms and Conditions. I just read that Niantic has had a drop in customers, that comes as no surprise considering how they do business! Sincerely,
[redacted]