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Abysmal Customer Support

Dan04Dan04 Member Posts: 1 ★
in General Discussion
So here’s a bit of context

I bought the platinum pass

My card was declined, so I changed my card and my card was instantly charged


I did not get the platinum pass

I reached out to support and they said I need to get in touch with apple as there is no purchase shown

I couldn’t reach apple as the purchase did not show up in purchase history but my card was charged with apple itunes

I asked my card company for help and they said they’ll file a dispute to get a charge back

I logged into the game today to see that they’ve put me in negative by saying I refunded a purchase (which I still haven’t) after using the items and it’s a terms violation

I reached out to kabam again telling them that I did not do such thing but they keep repeating that I violated terms of service


I’m gonna miss out on 7* Morbius and plat pass rewards

Now the support keeps telling me that I’ve violated terms of service and not even reading what I’m telling you.

I’m so pissed off, I don’t wanna continue playing the game or anything that has to do with this company.

Comments

  • UnknownUnknown
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  • A_FungiA_Fungi Member Posts: 1,073 ★★★★
    Roguefrogger13 said:

    The same thing happened to me a long time ago. It also happened to a friend of mine. Would be nice if the moderators on here actually chimed in and provided some assistance instead of telling you to submit a ticket which if they read this post you've done already several times. That's not the problem. The problem is support is not actually reading your messages. Hey 👋 moderators is there any chance we can actually get someone to reach out to him that's going to read his messages and actually speak to him and give him information as to how to fix this? Would be nice if y'all did your job. I know for a fact no one helped me or my friend when we were in this situation and although I was able to fix this through the Google Play store my friend quit the game over this. Y'all were demanding him to pay $50 for something that you already got your money for but you never ever gave him the items he purchased. You told him to do the same thing Dan did and my buddy went through the Apple store because he made a purchase in the game and never got the stuff he paid for but his credit card was charged. So then he got the money back through the Apple store and you guys put negative units on his account. So he bought something never got what he paid for got the money back and Kabam decided he violated terms of service and wanted him to pay for something they claim he got but in actuality he never received anything from spending the $50. No one helped him no one responded to him every single message he sent support was replied to with a generic email. Are we going to go through this again? Are we going to lose another valued member of this community because Kabam won't admit they made a mistake? Because Kabam won't fix the problem they created? I'm really curious to see what you do.

    So it actually isn't the moderators job to do any of that... they are moderators not support.

    The support team is subpar in any response I have ever seen.

    If you want to avoid this... don't spend money?
  • Vegeta9001Vegeta9001 Member Posts: 1,716 ★★★★★
    edited August 2023
    This is actually a common occurrence. A lot of support staff just selectively read and copy paste a response back they feel fits, over and over again. All I can suggest is keep trying and hope you get one that actually reads, considering they're paid to do the job you'd think they'd at least do the job. Took me literally 9 attempts to sort out an awakening gem I accidentally used way back when, because i kept getting the same response back of the game team had no control over inventory and items, even though it's proven to be contrary to the fact.

    You'll eventually get it sorted with any luck, support really needs an overhaul of staff. 90% are up there with the worst of them.

    One thing I will say is all moderators can really do is pass this on to relevant people, and that's if they have the time or chance to do so. They have no power over the actual ins and outs of your account or purchases.
  • ahmynutsahmynuts Member Posts: 9,042 ★★★★★
    Honestly just message supported back saying they're wrong and to reevaluate and you have a good 80% chance of them being like "oh yeah you're right sorry about that"
  • World EaterWorld Eater Member Posts: 3,926 ★★★★★
    Sounds like typical Kabam
  • Vegeta9001Vegeta9001 Member Posts: 1,716 ★★★★★
    One thing I will add, if you have the messages about them telling you to get in touch with apple support about it, they don't have a leg to stand on about it really and should restore your account. All you need to do is tell them you're willing to buy the pass again once your refunds gone through and that you don't want or need to pay for something you've never received. Be patient and as hard as it is try to stay as calm and non-disrespectful as you can towards the borderline copy paste potatoes that are "support"
  • UsagicassidyUsagicassidy Member Posts: 2,125 ★★★★★
    A_Fungi said:


    If you want to avoid this... don't spend money?

    are...you kidding me? Your answer is "don't spend money?"

    OP, I too have been dealing with Kabam support where I lay out specifics, with actual quotes from them in-game or message boards, screenshots of their words and everything, and they still reply back with a generic message that doesn't acknowledge their own words nor resolve the issue. I know how you feel, I am sorry.
  • klobberintymeklobberintyme Member Posts: 1,766 ★★★★
    Dan04 said:

    So here’s a bit of context

    I bought the platinum pass

    My card was declined, so I changed my card and my card was instantly charged


    so...

    if your payment option was declined, you didn't buy anything.

    if you retried the transaction using an alternate payment option, you may have seen a hold placed on the payment option. this is not an actual charge. if the transaction didn't complete immediately, you should wait next time before cancelling payment. often times it's the card that slows the transaction, so keep that in mind next time. i've found 24 hrs is a reliable window between a hold and actual charge.
  • DemonzfyreDemonzfyre Member Posts: 23,341 ★★★★★
    klobberintyme said:

    Dan04 said:

    So here’s a bit of context

    I bought the platinum pass

    My card was declined, so I changed my card and my card was instantly charged


    so...

    if your payment option was declined, you didn't buy anything.

    if you retried the transaction using an alternate payment option, you may have seen a hold placed on the payment option. this is not an actual charge. if the transaction didn't complete immediately, you should wait next time before cancelling payment. often times it's the card that slows the transaction, so keep that in mind next time. i've found 24 hrs is a reliable window between a hold and actual charge.
    Pending authorizations. Gas stations are notorious for these. They can sometimes take $150 regardless of the actual amount of gas you pump and the difference in the total charge and pending amount stays.
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