Zynga, Inc.

Initial Business Response /* (1000, 5, 2015/11/19) */
Requested claimant more information necessary for the investigation. Provided information on how to contact support for future gameplay concerns. XXXXXX-XXXXXXXX KM
Initial Consumer Rebuttal /* (3000, 7, 2015/11/21) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
They want me to do all their work for them. There should be a zero tolerance policy. They should be scanning every add and messages. If I help them track down each particular one there will just be a new one every week. I have my own job. Overlooking all their add and being harassed isn't it.
Final Business Response /* (4000, 9, 2015/11/26) */
Requested claimant the required information to resolve the case. XXXXXX-XXXXXXXX KM

Complaint: [redacted]I am rejecting this response because: This in no way makes me feel any more confident that my issue will be solved. They will just do what they have always done and that is ignore me hoping I will just give up. Zynga is infamous for doing this. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/09/12) */
Acknowledged claimant's feedback and forwarded her feedback to the MafiaWars Team. Educated her about the Fight Carnage event. Informed claimant about our Support Options and to register on our Support site. XXXXXX-XXXXXXXX CA
Initial...

Consumer Rebuttal /* (3000, 7, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from Zynga was just a normal mass email sent to all players, no answers or solutions are offered to fix the game
email
Thank you for responding to my complaint about Zynga, I have received a response from them to which I am totally unsatisfied with, all they have given me is a survey to fill in and links to nothing in the game that will help, this is the same email being sent out to all other players who have filed a complaint against them, many thousands of players filled in the survey to which Zynga have totally ignored, we have tried to tell them how they have made our games unplayable and worthless, I have spent many thousands of Dollars building up my in game character as a fighter, also I pay a monthly VIP fee of $24.99 for the premium benefits for the game, now my game is dead, I wish for the game to return to its original state or request a full refund of all moneys spent, please find enclosed screenshots, from customer support and from in game showing the Fight Carnage was an event, also find enclosed a copy of the email response I got from them in response to them receiving contact from yourselves
Final Business Response /* (4000, 9, 2015/09/15) */
Zynga has provided the final resolution for the claimant's case. Please refer to original case XXXXXX-XXXXXXXX CA.
Final Consumer Response /* (4200, 11, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am forwarding you a screen shot of email that was sent to me this morning by Zynga ... this an automated email which everyone who made complaint has received .... we have gone through all the proper channels of contacting customer service to the point where they actually closed live chat because they had received so many complaints about the issues that players were having with their game .... Following a skype meeting with 3 members of the Zynga team a highly respected player was informed that they would revert the game back to the way it was and that the event that has been causing the disruption in the world of mafia wars would be ended but would still be a part of the game and would be players choice to play it that way ....come the Monday yes they reduced the cost to fight a little but the so called carnage event was still there and the only other apparent changes that were made to the game was them adding more for the players to have to do making for a very unhappy mafia wars community .... players have been sharing their conversations with customer service for weeks now and it is quite apparent that we are being fobbed off at every turn
http://[redacted]

The Claimant had a previous Revdex.com case with the same missing chips issue due to compromised account. The claimant's missing chips were credited back into his account from his previous Revdex.com escalation. We have denied the claimants from that escalation as per our Poker Team's advise when his chips went...

missing again. Escalated this new Revdex.com case to our Poker SDM to seek advise and proper resolution. Educated the claimant that we will send him an update once we receive feedback from the email that I have forwarded to [redacted]

I have told zynga that my account is secured in the way that they advised me to secure it. My cell phone number is on my account, 3 trusted contacts on my account, 2 way authencation required, the pin that zynga provided,   my account is secured!  I was hacked, while I was at work and the hackers took all of my 34B chips.  I have also contacted the State of California police and filed a police report, I have filed a report with Consumers Affair State of California, a report with Attorney General and I have also called into ABC Channel 7 iteam with Chuck Goudie for a segment on scams. My chips were hacked and my account is secured and there is a flaw on their end and I want my chips back.  I told zynga to put them into another account, they ignored me.  Zynga is blaming me for the hack, I have provided them with whom I feel is responsible and they won't do anything about it.  I want to see the tapes, I was at work from 7 am to 12:00 pm on June 27, 2017 and I don't have access to my facebook while at work.  The hackers are in the account, I told them not to put the chips in that account, and yet, they did it anyways.  4 days later hacked again!  You can see from the tapes how it was done, yet you don't want to help me giving my hack chips back.  I'm going to the news media over this hack, there are many, many ppl like me, just because I don't buy my chips and I'm not a VIP, doesn't mean I can be dismissed.  I want my chips, I earned them for 8 years, I never played more than a 1m table and these hackers hack into my account and steal my chips and you say its my own fault.  I want my chips back!Complaint: [redacted] I am rejecting this response because:Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/07/16) */
We have checked the claimant's game account and were able to verify the purchase reported. Though item has been used, as one time courtesy, we've restored the 20 Farm Bucks dedecuted from the account. Thanked the claimant for the feedback and...

educated about the Support Options we offer as well as how to contact our support for future gameplay concerns. XXXXXX-XXXXXXXX KM
Initial Consumer Rebuttal /* (2000, 7, 2015/07/16) */

Initial Business Response /* (1000, 6, 2015/06/24) */
We have informed the claimant that her issue is now being reviewed by our Billing Team. XXXXXX-XXXXXXXX **
Initial Consumer Rebuttal /* (2000, 8, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Well,...

they said they are "looking into it" . Although did not refund my money, this is fine.

Initial Business Response /* (1000, 5, 2015/12/02) */
Zynga assisted the claimant regarding the issues being reported. Please refer to case # XXXXXX-XXXXXXXX MR

We are unable to pull up the claimant's account using the email address provided. We requested for the claimant's game ID and additional information in order for us to investigate further on the claimant's report. We will continue to assist the claimant once the requested information has been...

provided.
**

Initial Business Response /* (1000, 5, 2015/09/12) */
Acknowledged claimant's feedback and forwarded it to the team. Provided information about the event or the new feature in the game. XXXXXX-XXXXXXXX KM
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID...

NOT accept the response from the business.)
This did not resolve the complaint.
it just leads you to their automated page informing you of the game changes they made.
To: [redacted]@hotmail.co.uk
Hello [redacted]
Good Day! My name is [redacted] and your concern in Mafia Wars has been escalated to me through the Revdex.com for review. I'm sorry to hear that you are not fully enjoying the game because of the new update in-game.
We do appreciate you expressing your feedback and please know that this will be considered for future game enhancements. We do value our players' ideas and comments regarding the game for it will help us in making Mafia Wars more enjoyable for every player.
Please view this support article for further information: https://support.zynga.com/article/mafia-wars/Fight-Carnage-FAQ-en_US-XXXXXXXXXXX...⇄ /> Are you having issues to contact our player support team? You're more than welcome to share your thoughts with us.
For any future questions/issues, I have provided the support link below:
Player Support/ Customer Portal : http://support.zynga.com
Forums: http://www.zyngaplayerforums.com/
Thank you for your understanding on this matter.
For your reference, here is the incident number for this issue: XXXXXX-XXXXXXXX
Regards,
[redacted]
Zynga Executive Relations
Final Business Response /* (4000, 9, 2015/09/16) */
Final resolution has been provided for the claimant's case. Please refer to original case XXXXXX-XXXXXXXX KM
Final Consumer Response /* (4200, 11, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am currently still unhappy with their repeat soloution. As a VIP membership holder in Mafia Wars, I am "suppose to be able to live chat" But that is to people who only know how to fix fault issues in the game.
I want to be able to actually get my original game back I have played for nearly 7 yrs now. I would never have purchased VIP membership if this was going to happen. Carnage game play has ruined game. We want New York to be left open and option of whether to use Carnage or Fight Crew.

Initial Business Response /* (1000, 6, 2015/12/09) */
We have coordinated with our Billing department and all purchases made by the claimant were all successful and added to the account. Request is denied since claim cannot be verified.
XXXXXX-XXXXXXXX PB
Initial Consumer Rebuttal /* (3000, 8,...

2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again they said they were credited to account. But are not answering the question that if I could not sign in to the game to make a purchase as they were aware of how could I have purchased. And after contacting facebook and asking them about this there response was.
Hi,
Thanks for contacting Facebook. We appreciate your patience.
Keeping your personal and financial information safe is our priority. I've investigated these charges and believe your account has been compromised.The next time you log into Facebook, you'll notice some steps to help you secure your account. This ensures that no one else will have access to your profile.
In addition to following these steps next time you log in, please take the following security measures:
- Never click suspicious links
- Pick a unique, strong password
- Never give out your email address or password
- Only log in at www.facebook.com
- Update your browser
- Run anti-virus software
Learn more about keeping your account safe: https://www.facebook.com/help/securitytips?ref=cr
If you continue to have security issues, let us know and I'll investigate further. I apologize for any inconvenience this has caused.
Thanks,
[redacted]
Payment Support Specialist
Facebook
Now what will they say that it has now been confirmed that the charges were not done by me my account was hacked into?
Final Business Response /* (4000, 17, 2015/12/24) */
We have already provided the final resolution to the player. The decision stands. XXXXXX-XXXXXXXX PB
Final Consumer Response /* (4200, 19, 2016/01/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
And again as you can see with there e-mail he even says that they know I cant access the game since the facebook security. So even though they are saying that I couldnt access the game to even make a purchase they will be keeping it. What a honest and moral company.

Complaint: [redacted]I am rejecting this response because: I got an email from zynga, saying :we will no longer be able to credit chips to your account. Thanks for your
understanding. 
the point is I dont understand ! why copmany cannot take responsibility for poor secure protections of its applications, and why users should
suffer from it. 90% of my buddies for this game lost there chips (got hacked as zynga says) , some of them few times like me. players very
disappointed.I'm not asking for a favor from anyone, I just want to get back what's mine.
thanks
[redacted]
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:This company has literally done absolutely nothing to rectify the issue that is there fault with false advertising. Connie who has been emailing me directly has done absolutely nothing to even try to fix the problem and have told her numerous times that until it is rectified the case will remain openSincerely,Jeff[redacted]

Zynga will continue to assist the claimant regarding his/her issues. Please refer to original case [redacted]

Initial Business Response /* (1000, 5, 2015/09/05) */
Verified that claimant was permanently suspended due to a violation on our Terms of Service. Denied the claimant's request to credit the chips due to the nature of the violation. Provided information about our Terms of Service, Zynga Community...

Rules and Zynga Poker Rules and Restrictions. XXXXXX-XXXXXXXX KM

Complaint: [redacted]I am rejecting this response because:
I do not believe Zynga is working on this issue, or that they will come to any conclusion that will be acceptable. In every support request that I have submitted, they say there is nothing they will do, or they just delete the request. I submitted another support request and asked if they were working on it on 8/3/17 and it was just deleted without a response. 
I would like for the request to be forwarded to their highest manager, and taken seriously.
I have also emailed their VIP player person ([redacted]) like I was directed to do, and have had 0 response. I emailed this person 2 times on different dates, and this person will not respond.
I would like to have the credits that I won ($42 billion) added to my account, or ALL the money I have spent playing this game/buying credits.
Sincerely,[redacted]

Final resolution was provided on April 18, 2017. Please refer to original case # [redacted] JDV

From: [redacted] Sent: Sunday, April 22, 2018 6:45 AMTo: [redacted]Subject: [redacted]
 
Hi [redacted]
 
Please close the above case. I don't need further help on this. They are the most disgusted and useless business run from United States. They scam people to spend money on their game and create issues or manipulate their account to make them spend more money.
 
Thanks to you and Revdex.com team trying to help me fix this. You guys are trying your best for the consumers to have their issues fixed for them. Unfortunately, few scam organizations like Zynga Inc. is spoiling the credibility of other businesses in United States. 
 
Regards,
[redacted]

Initial Business Response /* (1000, 6, 2015/10/27) */
We have assisted the Claimant and provided the necessary information. Educated the Claimant of our available support options. XXXXXX-XXXXXXXX - HD
Initial Consumer Rebuttal /* (3000, 8, 2015/10/31) */
(The consumer indicated he/she DID NOT...

accept the response from the business.)
Still in communication with the company. They offered to help me get my account via facebook but have not heard anything for over 2 days. I can only assume work is being done behind the scenes to get this resolved. However, until I get my account back, I will keep the case open. I trust Zynga is doing everything in their power to help me recover my account.
I have given them a suggestion of an alternative way to get my game back. Its now up to them to provide this to me.
Final Consumer Response /* (3000, 33, 2016/01/25) */
After a phone conversation with Zynga management, they agreed to help me get my account back. I was advised to provide proof of identity by replying to the support ticket that was active on my case. Unfortunately, it seems as though the case has been accidently closed. My emails are being directed to an unmanned mailbox. Please have zynga Customer services to contact me again or re open the case so I can prove my identity
Final Business Response /* (4000, 35, 2016/02/03) */
We have requested additional requirements to verify the correct information she has submitted. HS#XXXXX-MR