ComplaintsforKabam, Inc.

• Initial Complaint

  12/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have an account with kabam. Played marvel contest of champions for a very long time. Been loyal and because I had saved a lot of units they have banned me for 30 days. Other players in the game have been banned for 7 days. Kabam first ban is 7 days. 2nd ban 30 days. 3rd is permanently banned. I've never been banned before so to have a ban for 30 days proves I've been discriminated against which is impacting me mentally as I have anxiety attacks. I think this is unfair and want my account unbanned please. Otherwise I will contact my bank to refund my account as I've spent money on this account. Email address for account is ************************ and summoner name is ???

  Business response

  12/29/2021

  Hello,
  
  Thank you for contacting Kabam Support. After reviewing your case, we understand that you have some concerns regarding a temporary account suspension.
  
  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 #****** 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
  
  

  Customer response

  12/30/2021

   
  Complaint: 16379156
  
  I am rejecting this response because:
  
  Sincerely,
  I have sent the answers to the questions to price ownership as requested. Please respond with an outcome as I have been discriminated against.
  *********************

  Business response

  01/08/2022

  Hello,
  
  Thank you for writing back to us. We understand you are requesting additional information regarding the temporary suspension on your account. 
  
  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.
  
  Best regard,
  
  Kabam Support
  
  

  Customer response

  01/10/2022

   
  Complaint: 16379156
  
  I am rejecting this response because I have been discriminated against. Everyone gets a 7 day ban as a first offence but I received 30 days as a first offence. Can you please correct this?
  Sincerely,
  
  *********************

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a bundle in marvel contest of champions for $69.99, it said that I was all set and my purchase went through. I did not receive the bundle that I paid for in the game and when I checked my bank account, it showed the game charged me $74.19. This is not the first time that the game has over charged me, but I didnt even receive what I over paid for and now it is no longer available for purchase. To resolve my complaint I just want to receive what I paid for.

  Business response

  12/18/2021

  Hello,
  
  Thank you for contacting Kabam Support. After reviewing your case, we understand that you have some concerns regarding a missing purchase.
  
  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 #****** 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

  11/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Kabam has a game called contest of champions. They have known problems with the game that they are not fixing nor does it seem like they will but also they are still charging people for a broken game

  Business response

  04/29/2022

  Hello,
  
  Thank you so much for supporting our games and apologies for the delay in our update.
  
  We understand that you have some concerns regarding continued issues in-game. We understand that due to the delay, this request may no longer be relevant, but we would like to give you the opportunity to discuss this further if you require additional assistance.
  
  Before we can discuss any specific details related to this matter, we will need to verify ownership of the account in question. We have created ticket #****** within our system to contact you directly. A message to verify ownership has been sent to the email address associated with your BBB case. Please check your email for this message and reply to it at your earliest convenience with the requested details if you require additional assistance.
  
  Thank you in advance,
  
  Kabam Support

• Initial Complaint

  11/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi there,On November 1, 2021 I was playing an online smartphone based video game called Marvel Contest of Champions that is developed and operated by Kabam. When I opened the game, there was an offer for a monthly subscription based deal that included crystals with an incorrect drop rate listed in game. These crystals are used to obtain new champions in the game. Knowing Kabam often sends compensation crystals with the corrected drop rates, I bought this deal for $73.74 (GST inclusive). I would NOT have bought this deal had the proper drop rates been advertised.I contacted Kabam and after multiple emails back and forth, they told me that they had changed the items on the back end and that I received crystals with the corrected drop rate, even though I was still looking at the wrong drop rates in game. To quote the email they sent, "As for the drop rates you saw in the Unit Store, it appears that the offer was updated while you were making the purchase. This would explain why you saw the old drop rates before making the purchase, and then after the transaction, they received the corrected crystals."After getting this admission of false advertising/deceptive sales practice, I applied for a refund of the $73.74 from Apple, which was granted and returned the next day (Apple has A LOT of experience with Kabam refunds).A few days after the refund, Kabam has put a lock onto my account and I cannot access parts of my in-game earned/paid for currencies until I buy a new deal from them for the exact amount I was refunded. In this instance, they call it a Negative Units Balance lock.It has been weeks trying to get them to remove this lock from my account, but was told today that I "broke their TOS" by getting a refund for their falsely advertised product, and closed the issue.

  Business response

  04/29/2022

  Hello,
  
  Thank you so much for supporting our games and apologies for the delay in our update.
  
  We understand that you have some concerns regarding a Contest Credit balance on your account. We understand that due to the delay, this request may no longer be relevant, but we would like to give you the opportunity to discuss this further if you require additional assistance.
  
  Before we can discuss any specific details related to this matter, we will need to verify ownership of the account in question. We have created ticket #****** within our system to contact you directly. A message to verify ownership has been sent to the email address associated with your BBB case. Please check your email for this message and reply to it at your earliest convenience with the requested details if you require additional assistance.
  
  Thank you in advance,
  
  Kabam Support

• Initial Complaint

  10/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 12th, I purchased a "bundle" of digital goods. This particular bundle had a buying limit of 2, meaning it couldn't of possibly been purchased more than twice. I purchased the bundle once and was charged 3 times on my credit card. I am reaching out to the BBB to help me resolve my issue, as I'm starting to believe this entire company is one big scam. I tried reaching out to Apple support and was told my claim was declined.If you guys have a purchase limit of 2 for a bundle, how can I possibly get charged 3 times?

  Business response

  11/02/2021

  Hello,
  
  Thank you for contacting Kabam Support. After reviewing your case, we understand that you have some concerns regarding an overcharge.
  
  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 180245 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

  10/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Kabams game marvel contest of champions is not a correctly working game. They have admitted this in emails and stated they were dedicated to fixing this issue. They were caught exploiting their bugs by THE PLAYERS and then promised amends. This was spring 2021. They have made no correction to the problem and instead are pushing more and more content. They are funneling money by draining their players of resources on an admitted problem who need to spend more resources either I. Game or other to simply continue. Every item, every dollar spent due to issues they caused should be returned to players. Their game should be shut down until it works as advertised

  Business response

  10/19/2021

  Hello,
  
  Thank you for contacting Kabam Support. After reviewing your case, we understand that you have some concerns regarding gameplay issues you have experienced.
  
  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 173522 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

  09/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The mobile game developed by Kabam: Shop Titans, offers every 14 days (aprox) a package with exclusive items: the full package is currently 72,99 BRL (Brazilian Real), and the two fractions of the package are 49,99 BRL each. By purchasing the Mega Pack (full package) the player has access to the called 'Flashback offers' after 24h of the first transaction. The 'Flashback offers' will offer the player 3 of the partial purchase options that were offered in previous packages. If the player purchases all of the 3x 49,99 BRL offers within 48h, it is offered a fourth offer, called 'Superior Package', with the same value: 49,99 BRL. In order to a new player to catch up with the best offers, he/she needs to purchase everything the game has previously offered (2 years), in which the most cases are obsolete items or simply unwanted items already skipped. This abusive mechanism against the consumer forces unwanted offers to be purchased in order to ***** them access to the desired ones.

  Business response

  10/19/2021

  Hello,
  
  Thank you for contacting Kabam Support. After reviewing your case, we understand that you have some concerns regarding in-game purchases.
  
  We have created a support ticket#****** within our system in order to reach out to you directly. A message 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

  09/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently took a break from the game Marvel Contest Of Champions.When I returned I couldn't log into my account as I had been hacked, Kabam helped me regain access and change my email over which was very helpful.However, when I got back in I found my account in negative "Contest Credits" which meant refunds had been issued without Kabam, amounting to almost 200 Because of this I cannot access full features of the game until I pay the cost.This was not something I had done. I contacted Kabam and they gave me a copy and pasted answer on their contest credit system and you can tell they hadn't even read my issue.I sent off a further 2 support tickets, both asking for a personalised response so I knew my issue was actually being read. Once again, two copy and pasted default responses, even after one ticket got escalated to a senior member, the default response was sent by them as well.Now they are expecting me to pay 200 for something that was not my fault.

  Business response

  10/07/2021

  Hello,
  
  Thank you for contacting Kabam Support. After reviewing your case, we understand that you have some concerns regarding a negative balance.
  
  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 #****** 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

  09/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase from Kabam in the amount of $200 through Apple as an app purchase. Apple inadvertently charged my bank card as well as the gift card I used which had $200 on it and I was charged $100 more. I filed a case with Apple and Apple issued a refund. I then received a message from Kabam saying that I violated their terms of service agreement that was enacted in January 2019 and my account was locked for credits the transaction refund was $99 and they are now asking me for $760 to rectify it. They are trying to hold me liable for refunds that were issued to me back in 2017 and 2018 before their terms of service agreement was put into affect. I find this highly illegal as you cannot change your terms and service and then retroactively go back to try to collect on something. I refuse to pay on something when that shouldnt be the case. This should be illegal and in violation of ***** laws as the amount they are asking is 7.6 times of the $99 transaction.

  Business response

  10/07/2021

  Hello,
  
  Thank you for contacting Kabam Support. After reviewing your case, we understand that you have some concerns regarding a negative balance.
  
  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 #****** 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

  09/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello,I play a mobile game called Marvel Contest of Champions which is under the control of Kabam. In this game, there are alliances constructed of 30 members. There is a game mode called alliance war in which these alliances face off against others to see who can clear the map of the enemy alliances with the least deaths. Kabam has instituted Alliance war Seasons and season 28 just ended. There are 12 wars in a season and my alliance just won 11/12 to earn first place. But, my alliance's points were deducted yesterday and one of the members has been banned for a week. This member is a quality member of the **** community and uploads every one of his fights on ******** There is no way he has done any type of cheating. I have screenshots from kabam workers through their content creator program (I cannot share because I'm not supposed to have them) stating that kabam THINKS we logged into an opposing alliance member account so we could win a war. We have been docked for speculation.

  Business response

  04/29/2022

  Hello,
  
  Thank you so much for supporting our games and apologies for the delay in our update.
  
  We understand that you have some concerns regarding Alliance War point reduction for cheating behavior. We understand that due to the delay, this request may no longer be relevant, but we would like to give you the opportunity to discuss this further if you require additional assistance.
  
  Before we can discuss any specific details related to this matter, we will need to verify ownership of the account in question. We have created ticket #****** within our system to contact you directly. A message to verify ownership has been sent to the email address associated with your BBB case. Please check your email for this message and reply to it at your earliest convenience with the requested details if you require additional assistance.
  
  Thank you in advance,
  
  Kabam Suppor

*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. ↩