difficulty in requesting refunds

DMnstrDMnstr Member Posts: 14 ★
edited November 2020 in Suggestions and Requests
So I made an accidental purchase of clicking on rank up package deal while I was in the midst of ranking up a champion. I spent 320 units. This is quite annoying and avoidable and I have a suggestion to avoid (which is - don't insert these rank up package offers while we are ranking up champs - it is very easy to click on it by mistake as we are often in a hurry to rank up - such a tedious process) that I will post in the suggestion forum.
I sent a ticket for a unit refund to Kabam support. Apparently to get a refund now, you have to answer the following questions:

"What was the original player name of your account? Write this name exactly as it appeared in the game.

What are your first two real-money purchases? Include the dates (yyyy-mm-dd) and the amounts of real money you spent on iTunes or Google.

Did you ever attach a Kabam ID to your account, and what was the original email address that was linked to your account? Write the exact email address you attached to your account as a Kabam ID

What country, province, state, or city were you in when you created your account?

What is the creation date of your account? Estimate the date (yyyy-mm-dd) of when you created your account in the game."

I have answered these questions to the best of my abilities yet I am being denied my refund since "some of my responses were incorrect." I understand that there were some recent cases of fraud and new security measures are in place because of this but this process is ridiculous. Also, I am not being told which responses are incorrect. How am I supposed to remember all of these details? If so, I should have been informed of this. How many correct responses are needed to get a refund? Am I supposed to get 100% correct responses? If so, this system is stricter than applying for a bank loan. This is ridiculous. This policy needs to be changed.

Anyone else having this problem?

DMnstr
Post edited by Kabam Porthos on

Comments

  • DrBrad2008DrBrad2008 Member Posts: 55 ★
    Yep, it’s the worst, couldn’t answer them all right either
  • MauledMauled Member, Guardian Posts: 3,957 Guardian
    I agree the process is awful. In terms of being able to find your real-money purchases, you should be able to log into your iTunes account and find that, it takes a bit of a faff - their page isn't exactly helpful either. Frankly if you can confirm them that should be enough.
  • xLunatiXxxLunatiXx Member Posts: 1,443 ★★★★★
    Yep same here. Played 1 month casually back in 2016, came back in 2019, got asked to pick a username and was able to continue my progression were I left it in 2016.
    Tried to deal with support last month BUT how am I supposed to remember my original name when I was playing casually 3 years ago...
    Plenty of games have high security but they also have a better way to deal with such things.
    Also the support is just copy pasting all of their replies, feels like talking to a bot.
  • Kabam PorthosKabam Porthos Moderator Posts: 4,676
    Hey guys, the account verification process is in place to help protect the security of your account. It also helps to ensure the agent responding to your request is viewing the correct account details on our systems.

    The verification process is something which is always being reviewed and updated to help make it as effortless as possible for players to confirm their ownership of an account while maintaining a suitable level of protection to prevent someone from making changes to an account which they didn't create.

    With that being said, we don't have direct access to in-game accounts here in the Forums. We're unable to help with any account-specific issues or the account verification process. If you have any questions, concerns or feedback about the information needed to verify your ownership of an account, I recommend sharing them with our Support Team.
This discussion has been closed.