⚠ BEFORE POSTING YOUR ISSUE:


1. Check if it exists already in BUGS/ISSUES UNDER INVESTIGATION
2. Read and use our REPORTING GUIDE before posting your issue
3. Follow our Support Ticket Guide to prevent misunderstandings with the Support.

4 Weeks dealing with a runaround.

The Modfather J
The Modfather J Member ✭✭✭
in BUG REPORTS

⚠BEFORE POSTING YOUR ISSUE:

  1. Check if it exists already in BUGS/ISSUES UNDER INVESTIGATION
  2. Typical Support cases like lost in-game items, account reports, etc. should always go directly to the Support.
  3. You can help us fix your problem if you fill in the questionary below (DO NOT DELETE IT!)


What exactly is not working?

Purchase not corrected.

Where in the game did it happen?

After a purchase.

What are the steps to reproduce it?

Went through the In app support.

When or since when did it happen?

Going on a 4 week runaround.

How often do you experience this issue?

Hit or miss

What device are you playing on?

Portal related

Which OS and game version?

iOS & Android

What is your in-game name (case sensitive!) - (obviously also your Forum name)

The Modfather J

What have you tried so far to fix it on your side?

Dealing with support to no avail.

Any Screenshots or videos of the issue that help us to understand it better?

I have gotten 4 answers from your support team and I am getting brushed off. With the “we’re looking into it” response.

Plain and simple: 4 weeks ago during the flash market I was low on rubies. I got the pop up to buy more RUBIES from the shop.

I clicked the pop up and was taken to the WEB COIN section of the shop.

I didn’t see the difference in the currency until AFTER the purchase was completed which is when I immediately reported this.

I have been asking to have the currency switched and corrected to RUBIES since the moment I made this purchase close to 4 weeks ago.

2 agent’s said we’re looking into it. 

1 agent said sorry for your $105 loss but I can’t help you in other words.

(Multiple agents resolved the app crash issues providing me with health packs and close the tickets on multiple occasions completely ignoring the situation).

I am now frustrated and want a manager or supervisor to just fix this.

We already established the situation there is nothing else to look into let’s just correct the untouched virtual currency scenario and move on please.

This is such a simple solution I just don’t understand why it has been dragged out for so long.

Comments

  • DKMangler
    DKMangler Moderator Moderator
    https://community.wwechampions.com/discussion/6605/4-weeks-dealing-with-a-runaround

    Hello Modfather. We are unable to assist with customer support inquiries. I apologize for the issue you are having but you will need to continue to work with them. Thanks

    forum_signature_dkmangler-1.png


  • The Modfather J
    The Modfather J Member ✭✭✭

    Who are they waiting for? I asked @Firpo a couple of days ago and I haven’t heard back from anyone. I would post their response but for the sake of not breaking the rules I’ll just quote them:

    “ I know this is not the kind of experience you would like to have. Your request for the 5,600 web coins to be converted to 2,500 rubies has already been escalated and I'm just waiting for an update. We do appreciate your patience regarding this matter. We will let you know once we have an update regarding your request. I apologize for any inconvenience. In the meantime, you can let us know if you have other concerns.”

    “While I'm unable to provide an estimated date and time when will your case be addressed, you can rest assured that we're on it and we'll get back to you as soon as we're finished with the investigation.”

    “I apologize if your previous ticket got closed. Let me reassure you that we will keep this current ticket open until we resolve the issue with your purchase of Web Coins to Rubies. I know it's taking longer than usual, but I hope you bear with us as we can't give an exact timeframe on when this can be fixed because we wouldn't want to set false expectations for our players. Thank you so much for extending your patience. We will get back to you once there is an update that can help you resolve your concern.”

    ” I know it's taking longer than usual, but I hope you bear with us as we can't give an exact timeframe on when your concern about the web coins can be fixed because we wouldn't want to set false expectations. Thank you so much for extending your patience. “

    Who are they waiting for and why aren’t they empowered to complete such a simple task? This has dragged out going on 4 weeks.

    If I am reading the website correctly this weekend would be the only weekend that I can earn HOF Warrior. This is so frustrating.

  • Stagger Lee
    Stagger Lee Moderator Moderator
    https://community.wwechampions.com/discussion/comment/52441#Comment_52441

    We have no access or dealing with the customer support groups. We can't answer any questions or assist in this.

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