Double/Triple Charged for Daily Crystals

I recently requested a refund for less than $50, and Kabam KABAMMED my account. Not only did they wipe out my 2180 units, but they also fined me 5,499 units. They are requiring that I pay $50 to have my units restored. I’ve been playing this game since year one. This is the absolute opposite of customer appreciation.

Comments

SummonerNR

How many times (days, weeks) have you been doing Refunds ?
Are you saying it is entirely Kabam's and Apple's fault that you have been double/triple charged for offers ? (as opposed to you accidentally buying multiple times) ?
If you bought offers across multiple days, are you sure some of them didn’t just get processed on the same day (thus looking like they *were* from the same day) ?
Did you actually receive double/triple the stuff ?

Were you the one who instigated refunds by Apple ?
Or did Apple see such constant charges every day/week, and thought that it must have been a billing problem, and Apple themselves were the ones to go ahead and process a refund thinking that it must have been a mistake when purchasing ?

No matter what, when you go thru Apple/Google directly to ask for a refund, Kabam is not able to just take back the stuff that was purchased whenever they see a refund was done. (Crystals may have been already opened, etc, etc)

You should always contact Kabam directly to resolve any issues.

Since you went thru Apple, Kabam's policy is they can ask you to re-pay the money that Apple took away from Kabam, before allowing you to do anything further with existing or future Units.

Solbiolo

I realized that I was being overcharged on Sunday, reviewed my account and saw there was a history of my account being overcharged. Even though there were more incidence of my account being overcharged, I stopped at the last 30 days. I submitted a single request for refund on April 15.

Solbiolo

It was either a glitch in Apple Pay it with Kabam processing the purchases. I’ve spent over $300 on this game since February in my journey towards Throne breaker, and to have my account taxed in the way that it was for seeking reconciliation/reimbursement for overcharges was a bit jarring to say the least.

Solbiolo

You can only purchase the daily crystals once per day, so I didn’t receive any thing that I did not pay for.

Solbiolo

Please review my purchases from January to now, and you will see that I have averaged well over $60 per month on this game alone.

JollyHawk

So how often were you getting the daily specials? Daily? Every couple of days?

Solbiolo

It wasn’t everyday. The transaction list captures it pretty accurately. The refund isn’t the issue for me. It’s being locked out, having my units that aren’t part of daily crystals purged, and having all access to any other progress halted over approximately $50-60 when I’ve spent way more than that on this game in the past three months alone. I will find another outlet, and update my home consoles. 😂😂

Solbiolo

I can’t even earn units from events that I’ve contributed to in my alliance. Over the past 24 hours, I’ve missed out on units from my sigil, and the engagement event. It’s a bit shameful for a company to respond so drastically without considering the customers history.

LexSavi

I remember reading somewhere that Apple groups purchases together and only charges at certain intervals. In other words, the charges for the same items on certain days are not necessarily purchases that were made on the same day.

I think you can press any individual charge and it gives specific info about the purchase time and date. If these show multiple purchases on the same day for items that can only be purchased once daily, that’d be pretty good evidence of being overcharged. If you send screen shots like that to Kabam CS, I’d hope they can help you out. In any event, CS is the only way to to get the issue resolved.

Solbiolo

To be honest, I started with Apple because I thought it was an error on their part. Each of the screenshots were from my Apple account. They’re all classified by transaction numbers.

DNA3000

I can’t even earn units from events that I’ve contributed to in my alliance. Over the past 24 hours, I’ve missed out on units from my sigil, and the engagement event. It’s a bit shameful for a company to respond so drastically without considering the customers history.

When you ask for a refund from Apple or Google, those app stores do not investigate nor do they give the app vendor a chance to appeal. They simply take the money away from the app vendor and hand it to you. From the app vendor's perspective you just reached into the cash register and took your money back. They can't simply take the items you bought back, because in the general case where there are crystals and resources those things could have been used. So instead of trying to figure out a way to reverse those charges, they simply hit you with contest credits. Basically, until you pay the money back, you're locked out of the unit store and in-app purchases.

If you think this is something specific to Kabam, you're mistaken. Players get banned in other games for abusing the refund systems. And no less than Amazon itself has permanently banned customers from shopping there when they believe they are in appropriately exploiting the refund system there. People who have spent tens of thousands of dollars and almost certainly would have spent tens of thousands more have been permanently barred from shopping on Amazon. They've even gone so far as to ban people who have *shops* on Amazon, which not only prevents them from shopping on Amazon, it eliminates their ability to conduct business there.

In the past, hundreds to thousands of players have used this anonymous unaccountable refund system to simply take money from Kabam for everything from dissatisfaction with crystal openings to protesting completely independent game changes. The contest credit system was put in place to deal with the fact that people were literally telling players on the forums or the reddit that if they are unhappy with Kabam they can just ask for refunds at any time and there's nothing Kabam can do about it. Just as you did.

unknown

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DNA3000

I remember reading somewhere that Apple groups purchases together and only charges at certain intervals. In other words, the charges for the same items on certain days are not necessarily purchases that were made on the same day.

Apparently another related issue is that even when Apple batches purchases per day, it isn't necessary aligned with either Kabam's in-app purchase reset days or the local time of the player. So it is possible to buy one thing on one day and something else on the next day, but have Apple believe that both purchases happened in the same app store "day." So you could end up with two on one day and zero on the next day, or vice versa.

Solbiolo

I have zero history of abusing any of your policies in the eight years that I’ve been a loyal customer. Over this time period, I’ve easily spent more than 25 times the amount that I recently requested. This hasn’t been the case in the recent past, which is why I requested the refund in the first place. This feels like a bit much, given that this is my first request for a refund in eight years. Just an overall rebuke of my concern, and absolute unwillingness to consider the customers POV. Please see the screenshots of my purchases just prior to making Thronebreaker. Similar purchases with separate transaction numbers for consecutive days.

JollyHawk

Did you ask Kabam for a refund? I don't see that in any of your screenshots.
The forum team can't help you with this, you need to submit a support ticket in-game (although might be too late for that since you went through Apple already).

Solbiolo

I did not. I thought that it was an error on apples part. Didn’t realize it would devolve into something like this. Chalk it up to human error. I don’t feel that I should have to pay an additional $50 to be able fully engage with all aspects of the game.

CeeLohs

I have this same issue! I was charged an extra $5 every time I’d get the daily special. I’ve tried disputing the charges but no luck.

DNA3000

I did not. I thought that it was an error on apples part. Didn’t realize it would devolve into something like this. Chalk it up to human error. I don’t feel that I should have to pay an additional $50 to be able fully engage with all aspects of the game.

You're not being asked to pay an additional $50. You paid for the offers, got the offers, then asked for a refund. Kabam is just asking for you to actually pay for what you got. You're attempting to use as proof of being overcharged the fact that multiple charges are appearing on the same day, but as previously mentioned that would not be proof of anything, because two purchases for two different daily specials can appear to show up as purchases on the same calendar day.

What you should have done is checked to see if you were charged for more purchases than you got. However, apparently Kabam did.