ComplaintsforKabam, Inc.

• Initial Complaint

  06/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been playing and spending so much money on this game and after becoming quite the expert on this app, I realized EXACTLY how many different ways the app is CHEATING people out of their money.One of the first types of cheating from their **( which you will hear a lot but nobody seems to know How it's being done)The Way that they cheat the players, is by checking to see if the player went and purchased " revives" with real money in order to continue.What comes next, is the same enemy that killed your character the first time in 5 hits, now does it in one or two instead, experienced players can tell the difference in the attack pattern the Computer takes and it is cheating on its move set, to where you CANNOT WIN.This is fixed gambling at its most deviousness.The ** will do moves that your exact same character cannot do, for an acute example: their ** enemy will throw a punch...but it's arms stay extended for a fraction of a second and when you counter by dodging and hitting them back, that " frozen" punch automatically disappears and you get hit by the other hand.Imagine you are a boxer and I throw a punch at you and leave my arm extended W**TING for you to attack, and all of a sudden you dodged, threw a punch ( THAT WITH ZERO DOUBT) should have hit me, and then you get knocked out by an invisible punch...from nowhere....yeah it's bad The third way they cheat is by chance manipulation, whereas if you purchase a random ******* in order to try for the character you wanted, they give you lower and lower odds based on the number of times you purchase them...this is exchange fraud and I caught them on it, and they tried to explain it as a glitch....this app has been around since 2015, they are among the most evil company I have ever seen.They also censor words that have zero reason to be censored like the word cheater or I've been cheated in this game.Finally another way they are fraudulent is by the way the ** only reacts to your finger moving on the scren

  Business response

  06/25/2024

  Hello,
  
  Thank you for reaching out. We understand you are requesting refunds as you encounter issues in the game. 
  
  As private information is involved in this matter, we are unable to provide further details via the BBB platform. We want to inform you that a new support ticket ****** has been created in our support system, our team will reach out shortly.
  
  Best regard,
  

  Customer response

  06/25/2024

   
  Complaint: 21888823
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer response

  06/26/2024

  So this company deals in obfuscation and lies and consumer fraud, the writing is Way too tiny to read AND YOU CANNOT ENLARGE IT( even with third party software)

  Because they WANT to be able to say it's in the byline or it's in the terms of agreement, but you OR NOBODY that plays this app can read it, to prove this point, on their own twitch stream, the host said he had to go to a computer in order to read the text.

  Furthermore every single person in the global community chat says that they are censored when they try to say" this AI is cheating and unfair" that is NOT a censored word and it's not profanity in the slightest.

  They suppress any attempts to talk about the cheating done by their company and claim that they are a ***************** yes they said that on air) however their holdings are LLC in **********, so they are subject to California laws against the types of gambling and cheating and phone overheating issues that arise,

  They TELL players that they are in ******, on order to stop any legal complaints and filings against them.

  I have SEVERAL times demonstrated the cheating that is occurring and they NEVER admit to anything the ENTIRE TIME they have been around, and that should be a red flag in itself.

  I am in **************** and I play with a lot of ex-military persons in my alliance and we talk in the chat.

  They also are using lightning speed upgraded processing in order to make Certain that you cannot win without paying to do so.

  The way this is done is by using the touch of your fingers as the response to attack you, thereby making sure you cannot respond in the 10th of a second time it takes their AI to hit and kill you, just so you have to purchase another revive to continue.

  I want my money back or I will definitely file suit against them

  Business response

  06/27/2024

  Hello,
  
  Thank you for writing back to **. I understand you have additional concerns regarding your experience within the game.
  
  At this time, I see we have an open ticket in our support system for assisting you directly. Please refer to ticket 620730, so our team can further address your concerns. You may reply to our message from your email inbox or log into your support portal using the 'Sign in' option on the upper right corner of the screen.
  
  Best regards,

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Gameplay issues and denying to help I've submitted too many requests to them by explaining issues that there's something wrong with the game and I'm receiving too many bugs, unfair conditions while gameplay on their game However, they deny to investigate the reason by simple templates that there's no issue and the problem is on my end I know that the issue isn't on my end and I've been facing too many times the issues on which game being too unfair and conditions aren't matching during the match

  Business response

  06/20/2024

  Hello,
   
  Thank you for contacting Kabam Support. After reviewing your case, we understand that you have some concerns regarding .
   
  Before we can discuss any specific details related to this matter, we will need to verify ownership of the account in question. Therefore, we have created a support ticket #****** within our system in order to reach out to you directly. A message containing the necessary account verification details has also been sent to the email address associated with your BBB case.
   
  Please check your email inbox for this message, and reply to it at your earliest convenience with the requested details.
   
  Thank you in advance.
   
   
  Kind Regards
  Kabam Support

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been playing Shop Titans, a game Kabam owns, ******** everyday for nearly 18 months and have spent ******. I have never cheated and would have no reason to do so. However, one day I found a technique to make a lot of in-game currency fairly. Then I got banned a couple days later. They told me I was botting which was completely untrue. I submitted an appeal and they said they forwarded it to QA for review. Didn't hear back for over 4 hours so I asked in the official Discord for an update. They said I was rejected. Basically told me they can't do anything. So I sent another appeal through their support system but they said they wouldn't look at it. I kept trying to insist I didn't cheat and if you look at my play history, it's obvious I have a pattern of pushing the limits, but they basically cold shouldered me. Now I feel I wasted my time and money being one of their most dedicated players. I should not be punished for simply being good at their game. I did not violate any of their rules.

  Business response

  02/13/2024

  Hello,

  
  Thank you for contacting Kabam Support. After reviewing your case, we understand that you have some concerns regarding your permanently closed Shop Titans account, which is supported by another team.

  Before we can discuss any specific details related to this matter, we will need to verify a few pieces of account specific information. Therefore, we have created a support ticket #****** within our system in order to reach out to you directly. A message containing the necessary account details has also been sent to the email address associated with your BBB case.

  Please check your email inbox for this message, and reply to it at your earliest convenience with the requested details.

  Thank you in advance.
  
  Kind Regards
  Kabam Support

  
  

• Initial Complaint

  07/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Kabam, *** is a mobile gaming developer, which continuously sell their players offers that are misleading and misrepresent products/services/gaming bundles offered. They refuse to refund players/consumers who are unhappy about the bundles they were tricked into buying. As a matter of fact, anytime a player reaches out with a complaint on their forum, Kabam moderators delete the post in some cases threaten to ban persons who posted said complaints, which is a direct violation of the FTC's Consumer Review Fairness Act. I've provided an example below. A very blatant example of their unfair selling tactics is currently being offered in the game. They're running a summer event that gives daily rewards when objectives are completed. They are presented as a calendar in two separate tracks; Gold which is free and Platinum for $9.99. In addition they are selling "double track event boosts" which allow you to access the rewards ahead of time. These are sold in bundles of 7 days for $4.99. However, they are now refusing the advance access to rewards from both tracks, stating that the boosts only apply to the platinum track. Many players including myself thought this was a bug to be fixed. That is until we posted complaints to their forum moderators who have affirmed that the boost which they are selling as "double track boost" will only apply to the platinum track rewards. While the Gold track rewards will be released one day at a time. Why would Kabam explicitly call this offer a "double track boost" when they never intended to honor the boosts for the two tracks. This is just one example of how Kabam scams its consumer base with absolute impunity.

  Business response

  08/10/2023

  Hello,
  
  Thank you for contacting Kabam Support. After reviewing your case, we understand that you have some concerns regarding refunds and moderators of our Marvel Contest of Champions forum.
  
  I understand you are not requesting a response and this BBB Case is for informational purposes only. However, if you would like to discuss this matter further please submit a new support ticket via the following link:
  
  ********************************************************************

  As private information is involved in this matter, we are unable to provide further details via the BBB platform. 

  Thank you in advance.
  
  Kind Regards
  Kabam Support
  

  
  

  Customer response

  08/10/2023

   
  Complaint: 20380967
  
  I am rejecting this response because I brought this complaint directly to you first. You've ignored and dismissed all of my attempts to resolve this with you. Additionally, I'd love to learn what private information you're referring to. Why does this reply have a threatening tone? Is it because I'm reporting your fraudulent activity publicly?
  
  Sincerely,
  
  J C

  Business response

  08/17/2023

  Hello,
  
  We understand your concerns regarding refunds and moderators of our Marvel Contest of Champions forum but it is our policy to not discuss concerns that *** disclose account specific information publicly. 
  
  You stated previously that you are not requesting a response and this BBB Case is for informational purposes only, but we will gladly discuss this matter further if you would like to submit a support ticket via the following link:
  
  ********************************************************************

  Thank you again for bringing this information to our attention.
  
  Kind Regards
  Kabam Support
  
  

  
  

• Initial Complaint

  04/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is fraudulent. They purposely refuse to maintain their serves, so errors and bugs constantly weigh in their favor, forcing players to spend money. Moreover, they allow cheating by certain players, almost surely to ensure the community has to stay on par with roster diversity, skill, and ability levels.Finally, they sent the Feds to every human I was affiliated with after I sent a message demanding they fix their platform. Labeled as terrorist threats, the *** found the threats uncredible, and admonished me. At that time, however, they did not ban my account for a term of service violation, for I spent money. They did, however, ban my account two weeks later after I contacted them again asking for a refund.Meanwhile, mind you, they have countless players cheating, almost surely affiliated with the company, that have been exposed as cheating and reported by the community, but none of these players are ever banned.*** spent a fair amount of money on this slowly devolving, duplicitous game. I seek a $1,000 refund.

  Business response

  04/18/2023

  Dear ****************,

  
  After reviewing your account and the circumstances surrounding your request, we regret to inform you that we are unable to process a refund.

  
  Our investigation has confirmed that your account has violated our Terms of Service. As stated in our policy, any violations of our Terms of Service will result in the termination of the account without refund.

  
  We take our Terms of Service very seriously and strive to ensure that all of our customers comply with our policies and guidelines.

  Customer response

  04/19/2023

   
  Complaint: 19887966
  
  I am rejecting this response because:

  To begin, I appreciate your response. I know there are thousands of players seeking a similar courtesy - one rarely ever afforded.
  
  But unfortunately, your rare response is typical, disingenuous. 
  
  My account was never banned for a Terms of Service violation. I was banned for asking for a refund. For when the alleged incident occurred, you called national authorities on me the following day. It was not until eleven days later that you banned my account, three days after I asked for a refund upon being questioned by police and the **** Your intent was never to ban me; otherwise, you would have done so immediately after alerting national authorities. National authorities, mind you, whom found your allegations incredulous, as I was immediately admonished after questioning. 
  
  This is significant to note: Under far more scrutiny with much higher penalties, I was admonished. The police state, sent at your request, found your accusations to be without merit. Any argument regarding a Terms of Service violation lacks validity both in theory and practice.
  
  And the reason you did not ban my account immediately was that I spend a significant amount of money on this game. And profits were more important than any safety concerns you had for your employees. It was not until I asked for my money back, as it was clear I would not be spending any more money on your platform, that I was banned.
  
  This is significant to note: Your company did not ban me for a Terms of Service violation immediately, although you did call the national authorities immediately. Instead, you waited several days after - after I asked for a refund. That in itself disqualifies your argument, and only serves to strengthen my own.
  
  Furthermore, your company violated my Terms of Service long before any allegations were made towards I. Myself and every player have a reasonable expectation that the gaming platform we enter into agreement with performs correctly, that reasonable actions will be taken to perform routine maintenance to address gameplay deficiencies, and that cheaters will be held to Terms of Service indicators - being removed if they do not.
  
  This is significant to note: Yes, your Terms of Service are a binding contract. But one in which you knowingly acknowledged youre obligated to as well. And within your own actions, as well as inaction, you have made your own Terms of Service null-in-void. 
  
  Instead, you purposely fail to fix your numerous bugs and gameplay errors, allowing such deficiencies to become common, always an hindrance to player gameplay, all to ensure you sell resources and units with your intentional malfunctions. Also, you only adhere to your Terms of Service when it is beneficial to you, for you allow cheaters to run amuck on your platform, solely because they create urgency in other players to spend money to purchase and upgrade champions to stay relevant and competitive. So much so, I am positive that many cheaters actually work for you to achieve these ends.
  
  Most significantly, for months you offered compensation to players to mitigate your refusal to maintain, update, and address your platforms deficiencies. That in itself is an admission of guilt, acknowledging that your players, or your community, is within its right to expect that a safe and equal gaming experience is to be provided within your own Terms of Service.
  
  Of course, this compensation was short-lived, for it reduced profitability regarding your platform, while you disingenuously took upon double-profiteering by failing to maintain your servers, address bugs and deficiencies, and did nothing in terms of security by safeguarding your community from cheaters.
  
  In turn, I assure you that I will be receiving a refund, by any means necessary.
  
  Next, I plan on writing ****** themselves, for without their character licensing, your game would have no appeal. ******, mind you, a progressive, forward-thinking company, will not tolerate your deplorable business practices, nor your malfeasance, particularly when their brand is on the line, particularly when their fans - mostly young children - are left to the whims of your abhorrent business practices, your purposeful gouging, and your absolute negligence in terms of maintenance, equality, and customer service. ****** goes out of its way to ensure that the Marvel Brand is an experience. An experience in which you do a grave injustice.
  
  Of course, All thats been spoken of and can be proven to any of ******s corporate executives by simply taking a few minutes to gauge your communitys feelings by looking at your platforms lack of functionality, your duplicitous forums, or the numerous content creators and their poor viewing of your company.
  
  Afterwards, as Im sure youre aware, many within your community are calling for boycotts and a class-action suit due to your outright fraud and purposeful ineptitude. This is an effort Im quite interested in doing all I can to help materialize, for with that negative publicity, you will lose far more than the refund I am requesting. And, again, once ****** sees that you are jeopardizing its reputation and credibility in terms of its largest, most-profitable franchise, your own licensing agreements and profitability will soon be in far more jeopardy. 
  
  Thank you for your time.

  Sincerely,
  
  ***********************

• Initial Complaint

  03/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 15th 2023 I logged into my account to collect season rewards for alliance wars. I received a message that my account was permanently banned for terms of service violation. I had not been a part of a violation of any type at the time of this notice which includes using mods or abusive behavior. I have spent 6 years spending money on this account building it. The company employs abusive employees for the most part that use their power to discriminate and take advantage of players. They provide no explanation for this abuse of power because there is none. The game should be banned on all platforms.

  Business response

  03/25/2023

  Hello,
  

  
  Thank you for contacting Kabam Support. After reviewing your case, we understand that you have some concerns regarding your permanently closed account.
  
  Before we can discuss any specific details related to this matter, we will need to verify ownership of the account in question. Therefore, we have created a support ticket 406737 within our system in order to reach out to you directly. A message containing the necessary account verification details has also been sent to the email address associated with your BBB case.
  
  Please check your email inbox for this message, and reply to it at your earliest convenience with the requested details.
  
  Thank you in advance.
  
  
  Kind Regards
  Kabam Support
  
  

• Initial Complaint

  02/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently purchased an in game item, for a 7 day boost. I received 2 days. I asked for help through the company, and my request for help was refused. Was told i could not receive the bonus I paid for because it hit a **** If there was a **** why was a boost I could not receive even offered? This is predatory monetization.I was going to file for a refund through other parties, and was informed my account would be permanently banned, or suspended if I did so. For some background, I have spent 500$ USD in February alone. No issues. So this isn't a case of consumer abuse.

  Business response

  02/28/2023

  Hello,
  
  Thank you for contacting Kabam Support. After reviewing your case, we understand that you have some concerns regarding a refund.
  
  As private information is involved in this matter, we are unable to provide further detail via the BBB platform. We would like to inform you that the support ticket ****** has been updated, please refer to our reply for more information.
  
  Thank you in advance.
  
  
  Kind Regards
  Kabam Support
  

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Kabam has a Forums website which is the primary means for them to relay new information to their customers as well as for customers to interact with each other and Kabam directly. Unfortunately there are moderators who are Kabam employees who are not only unprofessional, but rude, condescending and downright TERRIBLE ambassadors of their product. It is as if these moderators (and one moderator in specific) primarily serve to abuse their authority and belittle their paying customers. This company provides no information on how to file any sort of complaint against employees and makes the entire support process needlessly frustrating to the point that it seems like their entire ideology is to get you annoyed enough that you give up. The level of service is worse than non-existent, it is downright toxic.

  Business response

  02/07/2023

  Hello,
  

  
  Thank you for contacting Kabam Support. After reviewing your case, we understand that you have some concerns regarding feedback about forum moderators.
  
  Before we can discuss any specific details related to this matter, we will need to verify ownership of the account in question. Therefore, we have created a support ticket 386890 within our system in order to reach out to you directly. A message containing the necessary account verification details has also been sent to the email address associated with your BBB case.
  
  Please check your email inbox for this message, and reply to it at your earliest convenience with the requested details.
  
  Thank you in advance.
  
  
  Kind Regards
  Kabam Support
  
  

• Initial Complaint

  12/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was offered an in-game purchase for recipes to make in the game Shop Titans. After spending a total of $80.00 for this package on 4 of my family's accounts, we went to make the items and found that the blueprint they pushed us to buy wasn't able to be made due to requiring a prerequisite recipe (mistletoe) that isn't possible to get anymore.I messaged support (case ******) and was told "the mistletoe is unlocked from the 2019 Holiday Pack or in the Antique Store" and this is currently 2022 so the old pack from 2019 is no longer available, and there is no guarantee the mistletoe will ever show up in the Antique Store.I requested that the developer replace the item I am unable to make which they pushed on me with another of equal value that I can make in the game, or that they provide me with the prerequisite blueprint so I can make the item they pushed and I purchased. I believe this is a very reasonable request I paid money based on their pushing an ad for this blueprint, and I expect a blueprint I can make.As a last resort, I requested that if they wouldn't provide an alternative same cost/value in game blueprint or the prerequisite, that I would also accept a refund, but that my preference wasn't to refund but instead to replace the blueprint or provide me with the prerequisite blueprint.The company to date has denied every one of my requests (their support case ******) and took my money for an item they pushed on me in game to purchase that they knew prior to pushing it on me I wouldn't be able to use.All I want is something that I can use for the money I paid, and I believe my request to just replace this one blueprint they pushed on me with another of equal value that can be made without having to go back in time and get the 2019 holiday pack (impossible) is a very reasonable request. This has been denied to date by the developers.I request that the BBB assist since I feel the developers have taken my money and provided nothing in return.

  Business response

  01/04/2023

  Hello,
  
  Thank you for contacting Kabam Support. After reviewing your case, we understand that you have some concerns regarding Shop Titans.
  
  Before we can discuss any specific details related to this matter, we will need to verify ownership of the account in question. Therefore, we have created a support case 371803 within our system in order to reach out to you directly.
  
  Please check your email inbox for this message.

  Thank you in advance.
  
  Kind Regards
  Kabam Support
  

  
  

• Initial Complaint

  12/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a marvel contest of champions account and when I went to sign in it didnt recognize my email to my account. So I sent a support ticket for help for them to fix it. They asked security questions that are impossible to answer. So even though I own the account and showed screenshots of in game purchases, told them when my account was created roughly, told them everything to prove it. They still wont give me access to my account. The quality of customer support is horrible. They are all automated responses. Just a gross situation overall. I added in the screenshots for proof of purchases. Account was created in ******** ******** ***. Other emails associated with the account could be ************************* and ******************** also account was created most likely around end of 2019

  Business response

  01/04/2023

  Hello,
  
  Thank you for contacting Kabam Support. After reviewing your case, we understand that you have some concerns regarding account verification.
  
  Before we can discuss any specific details related to this matter, we will need to verify ownership of the account in question. Therefore, we have created a support case 371809 within our system in order to reach out to you directly. A message containing the necessary account verification details has also been sent to the email address associated with your BBB case.
  
  Please check your email inbox for this message, and reply to it at your earliest convenience with the requested details.
  
  Thank you in advance.
  
  
  Kind Regards
  Kabam Support
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩