PLEASE HELP! Unresolved Issue with in-game Unit Purchase - July 4th Deals

Recently bought an Odin bundle and was going to hold onto the units for other uses, however, there was an incident in which the Unit bundle offers popped up unexpectedly on my screen and as I was attempting to close out of the game it registered one of the bundles, when I returned back to the game 3000 units were missing from my account and the unit offer was no longer there so I knew that something must have happened so I reported the issue to Kabam support and was told because there are Solo event tokens tied to the bundle purchase they can’t return my units. I have not claimed the Solo event rewards nor intend to, I won’t benefit from any of the items purchased in the 3000 units bundle since it was the Option C (200 dust, 6 star rank up gem, sig stones). I responded back asking if the selector could be exchanged for Option A (7* Arcade Crystal, 10x 7 star saga signature stones) and have not been offered any resolution to accommodate the exchange.

I don’t know about you, but this is very frustrating and makes me not trust to make any purchases in the future if this is going to be how customer service handles issues like this. It certainly isn’t fair to be held against me as my fault for the game registering a purchase I obviously wouldn’t have selected for my account progression level. Loyal player for over 9+ years and all I get back as a response from their customer support is a link to their terms and conditions rather than working with me to find an amicable solution such as the selector options being exchanged with another option.

Kabam, please fix this issue.

Comments

Barrier Reef

Submit a ticket. They won’t help you here.

SummonerNR

Submit a ticket. They won’t help you here.

They HAVE been going thru a Support Ticket.
——

Continue with that, just because you got a faster reply the first time doesn’t mean they are ignoring the follow up.

In fact, maybe because if they are looking into switching your ‘C’ group items with ‘A’ group items you want instead, might be why the longer response (?)

If you haven’t use any of them, they should be able to accommodate that switch.

ahmynuts

Submit a ticket. They won’t help you here.
They HAVE been going thru a Support Ticket.
——

Continue with that, just because you got a faster reply the first time doesn’t mean they are ignoring the follow up.

In fact, maybe because if they are looking into switching your ‘C’ group items with ‘A’ group items you want instead, might be why the longer response (?)

If you haven’t use any of them, they should be able to accommodate that switch.

There's also a big banner that pops up when submitting a support ticket that says wait times are longer due to the sale

BringPopcorn

Problem is the solo event tied to it...

DNA3000

Recently bought an Odin bundle and was going to hold onto the units for other uses, however, there was an incident in which the Unit bundle offers popped up unexpectedly on my screen and as I was attempting to close out of the game it registered one of the bundles, when I returned back to the game 3000 units were missing from my account and the unit offer was no longer there so I knew that something must have happened so I reported the issue to Kabam support and was told because there are Solo event tokens tied to the bundle purchase they can’t return my units. I have not claimed the Solo event rewards nor intend to, I won’t benefit from any of the items purchased in the 3000 units bundle since it was the Option C (200 dust, 6 star rank up gem, sig stones). I responded back asking if the selector could be exchanged for Option A (7* Arcade Crystal, 10x 7 star saga signature stones) and have not been offered any resolution to accommodate the exchange.

I don’t know about you, but this is very frustrating and makes me not trust to make any purchases in the future if this is going to be how customer service handles issues like this. It certainly isn’t fair to be held against me as my fault for the game registering a purchase I obviously wouldn’t have selected for my account progression level. Loyal player for over 9+ years and all I get back as a response from their customer support is a link to their terms and conditions rather than working with me to find an amicable solution such as the selector options being exchanged with another option.

Kabam, please fix this issue.

I don’t know if anything can be done about this, but I will forward your issue to the Powers that Be. It’s late on a Friday, so don’t expect anything to happen soon. However, whatever you do, do not use or open anything that might have been included in the bundle that was accidentally purchased, and do not claim any solo event rewards if you haven’t yet. Doing either will reduce the chances of anything being possible.

Sir_DeadPool

Update for everyone, I was contacted again on my second ticket and the issue has been resolved through exchanges of the option C package for option A package. As much as I’d want my units back instead, this will at the very least be better than what I would have been left with.