Zynga, Inc.

Initial Business Response /* (1000, 5, 2015/05/11) */
We will provide the proper resolution once the claimant has provided us with the information we have requested. XXXXXX-XXXXXXXX **
Initial Consumer Rebuttal /* (3000, 7, 2015/05/18) */
(The consumer indicated he/she DID NOT accept the...

response from the business.)
The issues have not been resolved. I am requesting a refund of $850.00.
Final Business Response /* (4000, 9, 2015/05/24) */
Zynga is now in communication with the claimant in order to resolve claimant's issues. XXXXXX-XXXXXXXX **
Final Consumer Response /* (4200, 11, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Zynga has not agreed to a refund. The issues are not resolved.

Complaint: [redacted]I am rejecting this response because:Nothing has been done they sent one Email saying they have identified the problem b ut were putting it in a list of priorities. This is the same canned answer I got, back in December. I do not believe the Zynga is really trying to resolve this. I think they are hoping I will just go away, which I do not intend to. I will accept one of the offers I have made to them, or if they want to put an offer on the table I will consider it.
I not playing rough, I just want to play, and have them fix my issue, then I would be happy.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/10/16) */
We informed the player that we are aware of the issue and currently looking for a fix. We provided information to FB connect and links for support options. XXXXXX-XXXXXXXX DR

Initial Business Response /* (1000, 5, 2015/05/23) */
Informed claimant that we will review her request and will update her with the final outcome. XXXXXX-XXXXXXXX **
Initial Consumer Rebuttal /* (3000, 7, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the...

business.)
It has been over a week since they responded to me. I have not heard from with an update or a final decision on this case. I would like some more assistance on getting this issues resolved.
I am still not able to post to groups in facebook and on 2 occasions my account was disabled. I really would like to move my game data to the new facebook account I made which I will stay incognito (to protect my game)
Please resolve this Zynga. I know it can be done, it has been done in the past for [redacted] He recommended this to me so I dont understand why the wait
Final Business Response /* (4000, 9, 2015/06/08) */
We are now in communication with the claimant regarding her request. We are waiting for the claimant to provide us with the necessary information before proceeding with her request. XXXXXX-XXXXXXXX **
Final Consumer Response /* (2000, 11, 2015/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Company has made positive steps to address my request. LM has been exceptional in dealing with the case. As such, im happy with the way things are going so far.

Zynga has assisted the claimant regarding his issue. Please refer to case #[redacted]

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

Initial Business Response /* (1000, 5, 2015/05/11) */
Informed the claimant that World of Tanks is not a Zynga game.
XXXXXX-XXXXXXXX **

Complaint: [redacted]I am rejecting this response because: One I did not see any response from the company but also they have not fixed the issues described in the last rejection. They issued a new upgrade that may have fixed something but, did nothing for the final 2 problesm. In face I have not had much oin the way of contact from them accept form emails.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/09/11) */
Acknowledge claimant's feedback and provided Zynga's Terms and Service for refund request. XXXXXX-XXXXXXXX [redacted]

Initial Business Response /* (1000, 5, 2015/06/15) */
We have assisted the Claimant and provided the necessary information. Educated the Claimant of our available support options. XXXXXX-XXXXXXXX **
Initial Consumer Rebuttal /* (3000, 7, 2015/06/18) */
(The consumer indicated he/she DID NOT...

accept the response from the business.)
Can anybody at your group fix this freeze up problem!!!!!!!!!!!!
Frustrating is a minor description of how I feel................this has been going on far too long ..... all you offer is do it yourself tech..........I am NOT A TECHIE!!!!!!. your methods which I have tried on a number of occasions fail all tests, I've gone from installing CHROME as my default browser, to MOZZILLA/FIREFOX........nothing works........the freeze ups continue far too long...........
at this juncture you need to fix the problem and not tell me how to fix it..............or give me back all the money I've spent
over the last two weeks.............and I can go to another slot site where I have absolutely no problems with games freezing up!!!!!!!
I will send a copy of this e-mailto the Revdex.com as an adjustment to my original complaint.

Very Disappointed,

[redacted]
Paying Cutomer

Date: Thu, 18 Jun 2015 15:32:46 +0000
From: [redacted]@zynga.com
To: [redacted]@hotmail.com
Subject: Reply from Zynga Customer Support ref:_[redacted]._XXXXXq4sLy:ref
Dear [redacted],
This is [redacted] stepping. It seems that you're still experiencing the same problem, Spinner [redacted].
After further review of your account, it shows that the coins were used during game play. Sadly, you had a bad streak while betting 100 million coins per spin.
If possible, can you please provide us a screen VIDEO capture of the issue with your game, so we can review it on our end.

If you are unsure of how to obtain a screenshot, the following article from our knowledge base at Zynga.com will help:
[redacted]
Thank you for understanding and good day!
For your reference, here is the incident number for this issue: XXXXXX-XXXXXXXX
Regards,
[redacted]
Zynga Player Advocate

Final Business Response /* (4000, 9, 2015/06/22) */
Claimant has been assisted with the same concern on 06/17/2015 and educated of our available support options. XXXXXX-XXXXXXXX **
Final Consumer Response /* (4200, 11, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Can anybody at your group fix this freeze up problem!!!!!!!!!!!!
Frustrating is a minor description of how I feel................this has been going on far too long ..... all you offer is do it yourself tech..........I am NOT A TECHIE!!!!!!. your methods which I have tried on a number of occasions fail all tests, I've gone from installing CHROME as my default browser, to MOZZILLA/FIREFOX........nothing works........the freeze ups continue far too long...........
at this juncture you need to fix the problem and not tell me how to fix it..............or give me back all the money I've spent
over the last two weeks.............and I can go to another slot site where I have absolutely no problems with games freezing up!!!!!!!
I will send a copy of this e-mailto the Revdex.com as an adjustment to my original complaint.

Very Disappointed,

[redacted]
Paying Cutomer

Date: Thu, 18 Jun 2015 15:32:46 +0000
From: [redacted]@zynga.com
To: [redacted]@hotmail.com
Subject: Reply from Zynga Customer Support ref:_[redacted]._XXXXXq4sLy:ref
Dear [redacted],
This is Slots Specialist [redacted] stepping. It seems that you're still experiencing the same problem, [redacted].
After further review of your account, it shows that the coins were used during game play. Sadly, you had a bad streak while betting 100 million coins per spin.
If possible, can you please provide us a screen VIDEO capture of the issue with your game, so we can review it on our end.

If you are unsure of how to obtain a screenshot, the following article from our knowledge base at Zynga.com will help:
https://www.zyngaplayersupport.com/article/all/All-Games-How-do-I-take-a-screens...⇄ /> Thank you for understanding and good day!
For your reference, here is the incident number for this issue: XXXXXX-XXXXXXXX
Regards,
[redacted]
Zynga Player Advocate



(c) 2015 Microsoft
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Developers
English (United States)

Hello, In response to the letter, I am rejecting  , Zynga has not contacted me about the issue at all. the last thing I got from them was in April 2017 . they were asking for a screen shot. It was sent to them. No response from them since the screen shot was taken.Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

We have assisted the Claimant and provided the necessary information and added bronze keys to help him in the game. Educated the Claimant of our available support options. [redacted] - HD

Initial Business Response /* (1000, 5, 2015/06/05) */
Acknowledged claimant's concern. Requested for names of missing community neighbors, a screen shot of community tab and exact place of the missing trees. Also asked for a video capture of the issue when sending requests. Educated claimant about...

her email and chat support option. Provided support option links for future gameplay issue. XXXXXX-XXXXXXXX **
Initial Consumer Rebuttal /* (3000, 7, 2015/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the business has contacted me and required me to send many emails to them made me feel like i'm telling them lies when im not and have asked me to do things with my computer which I am trying but have never done before and I feel out of my depth but am trying to comply with their wishes problems are still not resolved as yet but dialogue with company does now seem to be open at the moment at least so fingers crossed but please keep asking as at least they are for the moment responding. but as yet as I say unresolved.
Final Business Response /* (4000, 10, 2015/06/24) */
We have already provided the final resolution to the claimant. Please refer to original case XXXXXX-XXXXXXXX **
Final Consumer Response /* (4200, 12, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
there were emails between myself and a zynga employee called [redacted] which I have kept for proof in case needed. [redacted] seemed to be unaware of many of the problems which zynga have already recognized and gave me advice which due to these problems I could not use. tried many times to explain the many problems I was having to [redacted] but he either could not or would not help and certainly did not listen to what the issues I was having were latching on to only one of these, and telling me to play my game on google and to turn of the pepperflash which only means that you get a message saying that you cant play which zynga as a company are aware of, as they advised players to use mozilla. my problems with the game are still there and seem to be getting worse and my emails are just coming straight back to me. which leads me to the conclusion that they just dont care about customer service, game reliability, or the quality of there product.

Initial Business Response /* (1000, 5, 2015/09/14) */
We have acknowledged the claimant's feedback and provided information about the new game update. We have also denied the refund request due to the conditions stipulated in our Terms of Service.
XXXXXX-XXXXXXXX MC
Initial Consumer Rebuttal...

/* (3000, 7, 2015/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response they have given is a generic response that has been given to all parties involved and does not resolve the issue to the so called "limited-time event".
https://support.zynga.com/article/mafia-wars/Fight-Carnage-FAQ-en_US-XXXXXXXXXXX...⇄ /> Q: What is Fight Carnage?
A: Fight Carnage is a limited-time event in which each Attack in Fights will deal a lot more Damage and will proportionally cost more Stamina for the Damage dealt. The Stamina spent per attack will be based on your total Max Stamina.
This link clearly shows this is to be a limited time event but yet they are telling us it is permanent. This is misleading and also considered false advertisement if I am not mistaken.
Tho other issue of not having access to customer support has not been resolved either as you will see in the following link, I must be a premium member in order to access it.
https://support.zynga.com/home/mafia-wars/gethelp
Email Support: Email Support is a premium service that is available to players who qualify. Submit your questions to our helpful Player Support staff and you'll get a response in 48 hours or less. Drop us a line, we're here to help!

Chat Support: Chat Support is a premium service available to players who qualify. With this feature, you're able to access live chat assistance with one of our Player Support representatives. Strike up a conversation with us - we're happy to chat with you!
The monies involved is not an issue however, I wish to continue with this complaint please.
Sincerely,
[redacted]
Final Business Response /* (4000, 9, 2015/09/22) */
We have already provided information about the new update in the game and about our stand to the claimant's refund request.
XXXXXX-XXXXXXXX MC
Final Consumer Response /* (4200, 11, 2015/09/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They continue to state that the Fight Carnage event is a "limited-time event" but yet have not removed it.
This is from their site that clearly states that... https://support.zynga.com/article/mafia-wars/Fight-Carnage-FAQ-en_US-XXXXXXXXXXX...⇄ /> I would like this so called "limited-time event" removed from the game.

Hello., I am sending you this email is resaponse to the one I sent you. I have not received any kind of correspondence from zynga on thiis matter. I am still unable to play the game right . All the tickets I have submitted to zynga they have not responded to me at all. I would like to get this taken care of. I stopped playin for 2 months , and I was thinking if I started playing the game again it would be fixed but its not I am getting really frustrated with the game. I will permamnetly delete the game if they dont fix the game. thank you [redacted]

We will continue to assist the claimant via the original case number ([redacted]) **

Checked the claimant's account and found out that the coins claimed to be missing were depleted in playing the game. Reiterated previous customer support's response to the claimant. Denied the claimant's request to add 580 million coins since no coins were missing from the...

claimant. Educated claimant on how to contact support for future game concerns. [redacted]

Complaint: [redacted]I am rejecting this response because: new update released on Wednesday, the problems still remain. It doesn't matter if I play or not, I honestly could give a damn about a refund, I want the major issues, that they themselves have said exist, to be FIXED. Watch this video, that they clearly ignore in order to force people to spend more money. [redacted]Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/06/08) */
Acknowledged claimant's issue and feedback. Escalated the case to FarmVille 2 Country Escape Studio for further review and will let her know once there's already an update. Educated claimant on how to contact Customer Support for future gaming...

concerns. XXXXXX-XXXXXXXX **
Initial Consumer Rebuttal /* (3000, 7, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was contacted and was told that I would receive items back that were lost to me. I received some of those items. I was told the dog was a special event item so I received another.. All that was fine. I did not receive the cat and responded to the email that I received. I was also supposed to receive two "ring bearer" dogs back that had been taken away. I never received them and I wasted time and "keys" trying to complete the event. I received a response telling me I would get the two dogs for the event and asking me what cats were available on my list in my game. I responded directly to the email I was sent with the answer. In the second email there was a link to FACEBOOK CONNECT to report issues. NO place on their website is there a place to contact customer service directly if you already have an issue being fixed. My zynga account and my Amazon game are both linked to my FB account. I tried filling out form on my Kindle and it just said I already had a ticket in process and would not allow me to respond. I tried online and the only place I could email anything was a bug report but once I pressed submit it stated that "no one would respond. It was just to improve game play. I was not "educated" on how to contact customer service. there is no way to do so. with an open ticket I cannot contact them. I tried responding directly to the email I received from [redacted] zynga player advocate". I have not gotten a response. I contacted Amazon about the game and they gave me the email of [redacted]@zynga.com but I tried that and the email bounced back to me.
The website gives Zynga an A+ rating from the Revdex.com. There is no way with all of the angry complaints listed recently that is true.
I had hoped when I received the first email that we had come to a compromise and that things would be taken care of... Apparently customer service is not a number one priority.
The issue is NOT RESOLVED as of yet. They have not followed through with all they said they would do in the email I received. I can submit a copy of said email if necessary.
Final Business Response /* (4000, 9, 2015/06/15) */
Response has already been sent to the claimant with the final items needed to be added on her game. Also, information has been provided about the other support options. Please refer to original case XXXXXX-XXXXXXXX KM

Initial Business Response /* (1000, 5, 2015/08/18) */
We have assisted the Claimant and provided the necessary information. XXXXXX-XXXXXXXX [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like...

$20 of farm buck for what I spent to keep my game level by purchasing resources. I would like the two current quests complete and all rewards credited to my account including the animals. I would like the cat early buy in with all the rewards. I was not allowed to level up in state fair for two weeks I would like two level ups. Because of the level of play I would have completed all of the above at least one time and not being allowed to play impacted the above and allowing me to complete.
Final Business Response /* (4000, 9, 2015/08/25) */
We will continue to communicate with the claimant via original case number XXXXXX-XXXXXXXX [redacted]