"Customer Support"

cfisher6383cfisher6383 Posts: 51 ✭✭
I have been having issues with purchases and contacted customer service a number of times. I finally got a response asking for screenshots of the purchases. I sent them. Within minutes I get a response saying all of the purchases I "claimed" I didn't get were used in the game. When I sent screenshots of the game frozen and saying "purchases pending" and asked what that meant I got no response at all. I sent screenshots of my game before and after validating I never received what I purchased. It took them 10 minutes to invalidate my claims but yet still no response when asking them to validate theirs. Why? Because who cares if one person is unsatisfied? Who cares if one person gets screwed over and loses money? No one. But I can't possibly be the only person who has had this issue...anyone else willing to come forward and back me up or am I the only one who's been screwed?
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Answers

  • QueenMiaQueenMia Posts: 5,143 Community Manager
    Hello there @cfisher6383!

    As I have told you, your emails have been received by our Support Team. And I can tell one of our sweet player support specialist got back to you already :)

    We do not deal with purchases issues here and only the Support can help you. However, they can be very busy bees at time, which explains the response being a bit delayed. But rest assured that we will ALWAYS make sure your purchase reaches you at some point, so all you need is a little patience. I understand how frustrated it can be but we are on it ;)

    Thanks for your time and have a bubblicious day! 

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  • cfisher6383cfisher6383 Posts: 51 ✭✭
    They have responded and they're telling me I received all of my purchase. I attempted to empty my piggy bank 4 times in less than 24 hours. They said I received everything I purchased. How did I fill my piggy bank 4 times that fast without making any progress in the game  I know you don't handle the issues. But isn't this where I can connect with other players and find out if they've had any issues as well? I've been patient. It's been almost a week. I sent proof that I paid, but they can send proof that I received anything other than "our system shows". What about what my system shows? What about what my game shows????
  • cfisher6383cfisher6383 Posts: 51 ✭✭
    I haven't gotten credit towards the moon chase event either. I've earned over 40 stars since it started. So, no credit for the piggy bank purchases I've made and no credit towards ANY events. And I'm playing the most recent levels. Online. And still no help from customer service.
  • QueenMiaQueenMia Posts: 5,143 Community Manager
    Hello @cfisher6383, I'm sorry you have yo wait for the Support to get back to you, but if they tell you you have received the Gold, then I would trust them.

    However, since you have been waiting for a long time and haven't received the helped expected, I've added a few Gold bars to your game now, as a compensation - You'll see a pop-up next time you open the game ;)

    I hope that this gives you a bit of extra patience. Thanks and have a splendidly bubblicious weekend ๐ŸŒŸ

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  • cfisher6383cfisher6383 Posts: 51 ✭✭
    I can upload every single screenshot I have showing I didn't receive my purchase. But you're telling me to trust them? When they just replied and said I did empty my piggy bank but it was only at 15 each time and they credited the bars  (15) to my account. Which again. They did not. Anyone who plays the game knows you can't empty it until it's at least at 30. Right?? And why am I not getting credit for the events??? I'm getting nowhere other than really annoyed. And there's nothing from you either. But thanks .
  • QueenMiaQueenMia Posts: 5,143 Community Manager
    Hi @cfisher6383 - I'm sorry you're feeling this way. I'll try to check with our support for you but can't guarantee I'll get something.

    I have added 50 Gold bars to your account though, so please don't say you got nothing from here ;) 

    Have a great weekend and I'll get back to you once I can.

    Thank you.

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  • cfisher6383cfisher6383 Posts: 51 ✭✭
    But I didn't get anything from you in my account either. I have sent tons of screenshots to customer service showing that I didn't get anything I paid for. Why can't they send me the screenshots of what they claim I did receive? Why do I have to show proof of what I paid for but they just get to say "our system
    shows you were credited"?? Do you really think I would be this upset if it wasn't valid? I can show you the payments coming out of my bank account and the proof I never got anything. I'm not getting credit in the game towards events. The money came out of my account but I never got what I paid for. They suggested I uninstall and reinstall the game. Making sure it is linked to my Facebook account to ensure none of my progress will be lost. But it was lost. All of the progress I made in the last level was lost. I had 2 more levels left and now I have to start all over. My piggy bank is empty now so I lost all of that too. All of my boosters. I'm not getting credit towards any of the events. I'm sorry. I know it's not your fault. But it's been a week now and I have gotten nowhere with customer service. They asked for all of this proof but can't give me the same courtesy. When did it become available that you can cash out your piggy bank at 15? How could I have filled it 5 times in 24 hours but make no progress in the game? How could I have filled it in 3 minutes? Which was how long it was before I emptied it the first time and didn't get the credit and tried again. Thank you for your help. But I'm done. I have all of the proof they needed to validate my claims and they still didn't. Therefore the money they took from my account was stolen. They took money and didn't give me what I paid for. That is theft. Whether it's $5 or $5000.
    Here are the screenshots. Maybe if you look at them you can explain how I'm wrong. How I got what I purchased. Why I lost all that progress. Why I never get credit for events. Why I keep wasting my time trying to get help. I'm frustrated to say the least. And I feel like they don't care what I lost. What I paid for. And who cares if I stop playing when so many more people still do and still pay for stuff. I'm just one person. It's not a big loss for them to lose one player.
    All the boosters I lost.
  • Chicken_SlayerChicken_Slayer Posts: 9,566 Superstar
    Hey :) I am not stepping on toes as the CM has already been in touch but do you only have the one account? As I know if Mia says she will send gold she always does, she is good like that. I personally have never had this sort of problem, but I am wondering if somewhere you are not connected and that is why the gold etc is not showing. 
    Facebook are continuously having issues with connection, showing as being connected and its not. Its their end not Kings and its really frustrating. Try disconnecting from facebook and reconnecting. If you have lost all your boosters, have you tried uninstalling the game, rebooting and reinstalling. I am not sure which device you are playing on but if it was an android, I would clear the playstore cache as well as your system cache as well. I am suggesting this as a player, I have no link to King other than being a volunteer so I have no reason to take their side but I haven't seen a case like this before and I have been helping in groups away from this site for many years now :( 
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  • cfisher6383cfisher6383 Posts: 51 ✭✭
    I appreciate you're feedback. I don't have another account. I did clear the cache, uninstall, reinstall, reboot, reconnect, etc. I have never had issues with Mia. She has also always been true to her word. I got an email from their customer support saying they credited my account with 135 gold bars and as you can see in the pics, they're not there. I have contacted them before for things and they've had no problem connecting my account in the past. I have repeatedly asked for them to prove to me that they actually did credit them and I have gotten nothing. I sent them screenshots and all they do is say "our system shows you were credited". But my system shows I wasn't. If I can provide evidence backing my claim, why shouldn't they give the same courtesy? If they truly have access they should be able to send screenshots as well. I have also asked them to explain how I emptied the piggy bank with only 15 bars in it when it doesn't become available until after 30...at least it never did before. How is it possible for me to cash it in twice in a matter of minutes without playing any levels? My qualms are in no way with Mia or this discussion. They are with king customer service. If anyone can explain to me how I was able to empty the piggy bank 5 times in 2 days without gaining any progress with the game, I would greatly appreciate it. Or at the very least show me their proof as I showed mine. 
  • QueenMiaQueenMia Posts: 5,143 Community Manager
    edited May 8
    Hi there @cfisher6383 - Sorry to hear you still haven't received your Gold. We will need to double check that we have your correct account ID then... that would be my guess that we credited to an "old" account of yours. Could you please check your Game ID for me and let me know what it is? Please have a look here to know where to find it. 

    I can attest the Gold has been credited by myself and one of our player support specialist. For security and privacy reasons, we are not allowed to share screenshots of accounts, however, I have the transactions pasted here:

    03/05/19, 12:59:17CanvasCompensation
     175  Gold Bars
     Gold Bars
    175225
    03/05/19, 12:16:52CanvasCompensation
     50  Gold Bars
     Gold Bars
    5050

    You should have 225 Gold bars on it at the moment. 

    I am pretty sure this is due to us having the wrong ID. Actually, looking at it, your last logging was on April 29 which really let me think that's not correct.
    Please let me know what game ID you have on your side and I'm sure we can finally manage to sort it out for you. Really sorry for the inconvenience, once again.

    Thanks so much for your patience! 

    Have a lovely day ๐Ÿ’

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  • phi1arphi1ar Posts: 156 ✭✭✭

    hey! @cfisher6383

    when you uninstall and reinstall the game,

    then, game id will change.

    check your new game id and put it here.


  • Chicken_SlayerChicken_Slayer Posts: 9,566 Superstar
    As far as I know @phi1ar once you have logged your game in somewhere, if you log in again, whether through Facebook or the Kingdom, your ID stays with you as its what keeps your progress. I am double checking though with the team. 

    The team are not going to be around for a couple of days though because there are things going on at King they have to attend (like training) so as soon as they get in next week, I will ask Mia again. If @cfisher6383 can check the game ID as Mia has said, they can double check the info they have as its clearly not going into the correct account. 


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  • phi1arphi1ar Posts: 156 ✭✭✭
    edited May 10

    well, my game id change 2 times.

    I thought if I reinstall the game makes it change.

  • Chicken_SlayerChicken_Slayer Posts: 9,566 Superstar
    phi1ar said:

    well, my game id change 2 times.

    I thought if I reinstall the game makes it change.


    You may very well be correct, it's just not something I had heard of...but..that's not unusual ๐Ÿ˜
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  • Chicken_SlayerChicken_Slayer Posts: 9,566 Superstar
    @phi1ar I checked with the CM. Theoretically as long as you log in with the same account (ie facebook) as before, the ID should stay the same...however in rare cases, it does change. But its not meant to. So we were both right :)
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