These Bugs kills everything!

Hi guys,
Yesterday I have purchased platinum track as it is coming to the end, but I haven’t received it. So I have contacted support, they asked for the transaction report I have sent them a SS later they said delete the app, restart the phone, Turn it on after 10 secs and install the game. But I tried it 3 times which didn’t work, I have mailed them regarding that received on reply and I have gone to app store asked for the refund today I have received back my refund, I went to purchase the pack I already got it in my account. So I was waiting for support to contact but now they lock my units and added 2499 negative currency to my account that was okay but all they have is 999/- and 2999/- pack for purchase… why would I pay extra 500 for something which was not my mistake!!

Comments

NARWH4L

The negative units are because you didn't go through Kabam to process the refund. Do you have a screenshot of your double track?

I would have solved everything through community if they atleast replied me.

KabamPinwheel

Sorry, if Im following these screenshots correctly, you let them know you had completed the troubleshooting step and that it hadnt worked and then same day initiated a refund with apple?

tempest7king

yeah I have completed the troubleshoot and replied that it didnt work from then no reply from the support. So I went in and asked for refund from the apple support

KabamPinwheel

How long did you wait before going to apple support? No times on the screenshots but it looks like the same day based on the dates? I know its frustrating when the first troubleshooting step doesn't work, but initiating a platform refund removes all of our ability to help you with the issue

tempest7king

I have purchased the pack at 03:42 pm in the afternoon , I have reported about it at 03:51 pm to the kabam support. And reported at 09:39 pm to Apple Support on the same day

tempest7king

I don’t want any compensation or something else and I’m not looking for anything like that just want to be clear! I want to refund 2499/- for the pack I don’t want to pay 2999/- for the mistake which I didn’t cause

KabamPinwheel

Unfortunately that's not possible once you go through the platform for a refund rather than our support. You'll need to purchase the pack that clears the debt tokens. In future please give support time to respond and work with you to find a solution.

tempest7king

So I have to pay 500 extra based on the store to come out of this situation??

KabamPinwheel

Unfortunately that is correct

tempest7king

but kabam support didn’t reply me after asking them regarding the issue so I have gone for apple support. So can’t you ask them to provide 499 or 500 pack separately or add some units worth for 500…

KabamPinwheel

From what I can see you did not give them the chance to reply

tempest7king

you can see they haven’t replied from 18Dec 9:20pm till Dec 19th 5 PM! Even though I have messaged apple support Dec 18th 09:39pm but the transaction they have made was on Dec 19th after 10am so there is chance to reply for them