Zynga, Inc.

Complaint: ***I am rejecting this response because:This is completely unacceptableI have done everything
they have asked me numerous times and none of these workAfter numerous support tickets I found that by using “wireshark” their server is not responding to my devices requests for dataNow when I submit a ticket for help Zynga Support is just deleting them with no responseThe actions of Zynga towards its customers are horrificThey have no desire to actually provide a working resolution or to even work with me for a work aroundAll you get is the same canned responses from their support team which appear not to be able to actually do anything but send themI have attempted to contact the CEO *** ** *** via social media, as there is no way to escalate an issue with themHe has not responded, and yes I understand he is a CEO but he could have someone at least contact me and look into the issueI have offered that I would have them delete my account and I will start again if they will refund all my purchases for the last couple of months into the new account so I can get to the level I am currentlyBut they won’t respond to this at all and offer the same repetitive solutions which do not workI invested a great deal of money into this game and expect them to act in good faith which they are not doingI am not asking for anything more than what I have spent, and I am not asking for my money back, just credit for it and or a resolution to this ongoing problemSincerely,*** ***

Complaint: ***I am rejecting this response because: I have no clue as to what they are reffering to when they mention Case # *** **I need more details than that.Sincerely,*** ***

Zynga has assisted the claimant regarding his/her issuesPlease refer to **se # *** **

Initial Business Response /* (1000, 5, 2015/08/07) */
Informed the claimant that Zynga's decision regarding account suspension is final and cannot be reversedXXXXXX-XXXXXXXX **

Initial Business Response /* (1000, 5, 2015/09/17) */
We have assisted the claimant and provided the necessary informationEducated the claimant of our available support optionsWe've also issued the final resolution to this caseXXXXXX-XXXXXXXX **
Initial Consumer Rebuttal /* (3000, 7,
2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I simply got an email from them that stated:
Hello ***,
My name is *** and your message to the Revdex.com have been forwarded to me for resolution***, I'm sorry to hear that you are not fully enjoying the game because of the new update in-game
We do appreciate you expressing your feedback and please know that this will be considered for future game enhancementsWe do value our players' ideas and comments regarding the game for it will help us in making Mafia Wars more enjoyable for every player
Please view this support article for further information: https://support.zynga.com/article/mafia-wars/Fight-Carnage-FAQ-en_US-XXXXXXXXXXX...⇄ /> Additionally, in order for us to better assist you with your gaming related questions and concerns, please l(Facebook Connect) and register your account to the new Zynga Support website at http://www.zyngaplayersupport.com
https://www.zyngaplayersupport.com/article/all/Facebook-Connect-Get-Connected-No...⇄ /> Are you having issues to contact our player support team? You're more than welcome to share your thoughts with us
For any future questions/issues, I have provided the support link below:
Player Support/ Customer Portal : http://support.zynga.com
Forums: http://www.zyngaplayerforums.com/forum.php
Thank you for your understanding on this matter
That's it, that's allCanned responseNo resolutionNo explanation about when/if things would return to normalNo mention about how expensive the game has becomeNo apology that VIP members who've been there for several years have to spend even MORE money in order to achieve their unbelievable goals just to accomplish our tasksThis, despite gaining "VIP only" weapons that are supposed to make our attack, strength betterI'm done
Final Business Response /* (4000, 10, 2015/09/24) */
We have already provided the resolution to the claimant's issuePlease refer to original case# XXXXXX-XXXXXXXX **

Initial Business Response /* (1000, 5, 2015/09/24) */
We have assisted the claimant and provided the necessary informationEducated the claimant of our available support optionsWe've also issued the final resolution to this caseXXXXXX-XXXXXXXX BB
Initial Consumer Rebuttal /* (3000, 7,
2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I ***'t know if they are incapable of understanding English, but I received an email stating "we are more than *** to offer you a Bonus Package for another Zynga game of your choice." But this offer does not existI do not have a choice, if I did, the matter would be resolvedThey send me a link to an offer between zynga games of THEIR choiceNeither of which I play or have any desire toThere is only one game of theirs I still play, barelyI would like the bonus package or equivalent credit from the game they're closing to be applied to the game I actually playI ***'t see how this is being unreasonable
Final Business Response /* (4000, 10, 2015/10/01) */
Final resolution has been provided to the claimant's casePlease refer to original case # XXXXXX-XXXXXXXX BB
Final Consumer Response /* (4200, 12, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have made no real effort to resolve thisCustomer service and appreciation for loyal customers do not exist here

Complaint: ***I am rejecting this response because: I have already told in many emails that I already use the game arcade and still the loading issue persists.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/11/25) */
Denied claimant's request to restore 129,000,Chips since the payment was charged back
XXXXXX-XXXXXXXX - RCR

Final resolution has been provided for the claimant's casePlease refer to original case. *** - JDV

Zynga will continue to assist the claimant regarding his/her issuesPlease refer to original case # *** **

Informed the claimant that we will investigate her game concerns*** **

Initial Business Response /* (1000, 5, 2015/09/03) */
We have assisted the claimant and provided the necessary information for his claimsEducated the claimant of our available support optionsXXXXXX-XXXXXXXX BB

Thanked claimant for sending screenshots of her Farm , requested again for a screenvideo when re loading the gameProvided the steps on how to get a screen video

We requested more information to the claimantWe will continue to assist the claimant once we receive the information that we requested*** BB

Complaint: ***I am rejecting this response because:I don’t believe that I have done any wrong doing and if I have I am sincerely
sorry if I have offended anyonecould I also have any proof of what I have or who I have offended, it has to be a mistakeSincerely,Lisa***

Zynga support Email me to secure my account on facebook I respond to them days ago that I did secure my account

Initial Business Response /* (1000, 5, 2015/12/05) */
We provided information regarding the missing FarmbucksProvided a screenshot about the missing FarmbucksAdded Farmbucks as a giftProvided link for support options - XXXXXX-XXXXXXXX -**
Initial Consumer Rebuttal /* (3000, 7,
2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Zynga refused to return the farm *** in question for the accidental purchaseAlthough they explained purchases, I had only made one incidental purchase when I initially tried in vain to contact their customer support department, both via their support and forum options, and via FacebookHad they explained what happened at that time it would have prevented me from making the same mistake twice for the additional farm *** for which they will not "gift" back or reimburseThe links provided for support options are the same options I tried initially which lead to no help or resolution from Zynga regarding accidental purchases and therefore prompted me to file this complaint
Final Business Response /* (4000, 9, 2015/12/10) */
Provided information to the player that Farmbucks returned was a gift and that under our Terms of purchase we could not give back Farmbucks used for purchasingProvided a link on how to submit suggestionsProvided link for troubleshootingXXXXXX-XXXXXXXX - **
Final Consumer Response /* (4200, 11, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I appreciate Zynga's "gift" of farm ***, it does not at all resolve my complaintI use the support site and forums recommended regularly but this issue required actual interaction with a "player advocate" as, per their Terms of Purchase, refunds can only be given at their "sole and absolute discretion." Zynga's response indicates returns are not a possibility as stated in their Terms of Purchase, but the aforementioned quote clearly states otherwiseI also find it unfortunate that I had to resort to contacting first Facebook and then the Revdex.com to even get a response from anyone, especially when it involves something I paid actual *** for
Zynga's response advises to contact the same forums and support systems I initially triedHad I been able to speak with someone when the initial mistaken purchase had occurred I would have been more vigilant about opening the market & not clicking the crate of bottles right thereI probably would have made a suggestion to the developers at that point that they swap the bottles with the free plot just to its left, or give us an "are you sure" option, but because I a) had no idea on what I had spent the farmcash, b) could find no way to speak to someone in the support section, and c) there were no helpful replies to my "ask a player" question, I ended up unknowingly hitting the bottle purchase againI find it negligent that they do not have some sort of fail safe or confirmation question regarding purchases using farmcash given it's a format where mistakes can so easily be madeSuch mistakes should just as easily be remedied
In conclusion, I did try to use the support options available to no avail and while I appreciate the gift of the farmcash, had an advocate told me in a timely fashion that's where my initial missing farmcash was spent I would likely not be asking for the rest to be returnedAnd again, contrary to what they are stating in their response to this complaint, Zynga's Terms of Purchase states returns are possible "at their sole and absolute discretion." I am therefore led to conclude that they can return mistakenly spent farmcash, but they just won't, which I find to be an unfair and predatory business practice

Initial Business Response /* (1000, 5, 2015/06/08) */
We have assisted the Claimant and provided the necessary informationEducated the Claimant of our available support optionsXXXXXX-XXXXXXXX **
Initial Consumer Rebuttal /* (3000, 7, 2015/06/09) */
(The consumer indicated he/she DID NOT
accept the response from the business.)
Because the links that was provide did not give direct contact with Tech Support only gave links to pages that tell you about there game and bugs which are the same links that I have been to and still have not been able to contact themThey need to give an e-mail address or link so you can report problems with there gamesHave not been able to play game for two weeks, and no way of contacing them to let them know,
Final Business Response /* (4000, 9, 2015/06/15) */
We have already provided the final resolution to the claimant's casePlease refer to original case XXXXXX-XXXXXXXX HD

Zynga will continue to assist the claimant regarding his issuesPlease refer to original case # *** RR

Initial Business Response /* (1000, 5, 2015/07/15) */
Denied restoring claimant's request for million chips since we were not able to validate that kind of amount in the account and the coins were depleted through game playProvided thousand coins as a one time courtesy
XXXXXX-XXXXXXXX RF
Initial Consumer Rebuttal /* (3000, 7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Never received the thousand coins they promised
Final Business Response /* (4000, 9, 2015/07/22) */
Upon checking, our records show that the said credited amount of coins worth 500,was successfully added to the claimants account with time stamp 2015-07-02:43:on our endXXXXXX-XXXXXXXX RF