Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please help me. I have met someone on ******** through zynga poker. He has violated me. He has made an account with my name and my pictures on it. He claims he can't get into the fb to shut it down because he can't remember the password. Can you please shut it down on your end???? He is using my name and my pictures on this account. The account name is ********************************************************************* This is the fb. Please shut it down. Thank you for your help!

  Business Response

  Date: 11/08/2023

  Zynga has assisted the claimant regarding his/her issues. Please refer to case # ******** RO

• Initial Complaint

  Date:10/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,On 09.07.2023 I made multiple purchases on **********************************. For a purchase of ***** I received an error message, attached to this complaint, advising that the transaction was not completed, and to try again. I checked my bank account and saw that the charge of ***** was processing. I checked the app and did not see the receipt message for the items and I did not see the addition of the items in any way. I attempted to reach out to customer support, but received no response. On 09.09.2023 the purchase posted to my bank account and I filed a dispute with my bank. I received a message from customer support within a week, I believe, asking me to cancel the dispute as the advise that I did receive the purchase. I provided them with the error message and advised that I did not see any evidence of the purchase being received to my account. They advised me multiple times that their system showed differently, but I advised multiple times that I received the error message, never saw any receipt of the purchase, and that I do not believe that it was ever received. On 09.27.2023 I received a message from customer support, full message attached:"I have double-checked the player logs, and I can see that the transactions in question are showing as "Incomplete". Please rest assured that when this happens, it means that the purchase has not been completed, so there should not be a charge.I hope that this helps to clarify the situation. I am marking this support request as solved now, but please feel free to get back in touch if there is anything left unclear or if we have misinterpreted your question. We are always happy to assist. Best of luck in the battles!"I thought the issue was resolved, until yesterday 10.17.2023 I received the attached message that the content of my successful dispute was removed from my account. I know that at least ***** gems were taken from me, possibly more. This is retaliation and theft and contradicts previous email.

  Business Response

  Date: 10/22/2023

  Zynga has assisted the claimant regarding his/her issues. Please refer to case #******** EB

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20746444
  
  I am rejecting this response because:

  I received the attached email from Zynga advising that the issue will be investigated, but that does not mean that it will be reversed.

  I also got a response from Small Giant Support advising of the contents that were stolen from my account.

  I attached the list in an email, but I will confirm them below:

  1. **** gems
  2. 120 Challenge Coins
  3. 2 World energy flasks

  I ask that all of the above be restored to my account immediately.

  Sincerely,
  
  *******************

  Business Response

  Date: 10/25/2023

  Zynga will continue to assist the claimant regarding his/her issues. Please refer to original case #******** EB
  
  

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20746444
  
  I am rejecting this response because:

  My issue still remains unresolved, despite communication with Zynga support to escalate the issue as best as possible.

  Retaliating against customers that successfully disputed a purchase that was not received and were forced to dispute the transaction with their bank is completely unacceptable.

  I am still asking for the return of the items that were stolen from my account without notification or consent.

  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/13/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zynga makes it impossible to receive support and a refund for services not delivered.I made a purchase for $13.87 on 10-8-23 and have now attempted to get a refund TWELVE different times without any support or anyone from Zynga even acknowledging the request.What I purchased was supposed to come with in app coins. It did not. I want a cancellation and refund as a result as the services were not delivered.I have attempted refund requests through - their online support email, their online web forms (multiple), in-app chat, ****** play refund, etc. In every case they just direct me to another internal team and end up not responding. I need a refund for $13.87. This is utterly insane how much time I've wasted on this. They intentionally make it impossible to receive a refund or get support.

  Business Response

  Date: 10/16/2023

  Zynga has assisted the claimant regarding his issues. Please refer to case #******** JG

  Customer Answer

  Date: 10/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory but nevertheless acceptable to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/12/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on October 11, 2023 my bank account was charged four times from Zynga Poker. i have never interacted with this app in any way. i am hoping my bank will assist me with these fraudulent charges, but if they cannot, is there anyway i can get this money returned from Zynga?

  Business Response

  Date: 10/17/2023

  Zynga has assisted the claimant regarding his/her issues. Please refer to case #******** AA.

  Customer Answer

  Date: 10/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zynga specifically their Words with Friends 2 App charges everyone 100 coins for 3 hours of boost, that is amounting to $2.50. Whereas they only charge 50 coins for 2 hours boost before. All players are experiencing lagging, crashing, and technical issues everyday and yet Zynga cannot fix that instead focusing on making profit instead. They make you pay $9.99 to $12.99 monthly to avail ad-free service yet still showing multiple ads throughout the day despise of paying that service.

  Business Response

  Date: 10/13/2023

  Zynga has assisted the claimant regarding her issues. Please refer to case # ******** KB

• Initial Complaint

  Date:10/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are not replying

  Business Response

  Date: 10/11/2023

  Zynga has assisted the claimant regarding his issues. Please refer to case # ******** CC

• Initial Complaint

  Date:09/24/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been playing this game for some time and have spent a lot of money.There has been a problem with my game deleting especially if I take an absence from it it's something they can't figure out and I have spent hundreds of dollars on it.I've had to file numerous complaints with the better Business bureau to get compensation.Last time I spoke to someone at the game they gave me 1.2 trillion coins to play the ***** Wonka casino slots game.That's the issue I'm having.I'm currently dealing with the customer service inside the game which takes about 5 days to answer one question.So far they have correctly reinstated my level and nothing else.I'm looking for 1.2 trillion coins my diamond status experience corrected and I would like some coins for restitution.I haven't closed a screenshot of my account manager giving me 1.2 trillion coins.I deleted the game off my phone because I was playing it too much but I did not switch devices and I have the same ******** so when I installed the game all I should have done was log into my loyalty account.I logged in and everything had been deleted.I don't expect them to give me a refund for all the money I've spent for which I can show receipts.All I'm asking for back to where I was.The level has been corrected and now they need to fix my experience back to diamond and they need to fix my available funds which should be 1.2 trillion coins Plus some reciprocity.

  Business Response

  Date: 09/26/2023

  Zynga has assisted the claimant regarding his issue. Please refer to case # ******** KM

  Customer Answer

  Date: 09/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get in touch with Zynga because I wanted my information deleted but the information they have I can't get in touch with them,Please delete my profile picture.

  Business Response

  Date: 09/22/2023

  Zynga has assisted the claimant regarding his/her issues. Please refer to case # ******** AV

  Customer Answer

  Date: 09/23/2023

   
  Complaint: 20622930
  
  I am rejecting this response because: My picture is my privacy and why everytime I take a picture it on my profile on ********* I have asked for my picture profile to be deleted. 
  
  ***********************************************

  Business Response

  Date: 09/27/2023

  Zynga will continue to assist the claimant regarding his/her issues. Please refer to original case # ******** AV

• Initial Complaint

  Date:09/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased premium pass + from zynga poker application on my mobile. The package was offering *************** (954 billion) chips, **** challenge points and one special emoji for ********* Rs. *****/- However, after the purchase, i received the special emoji and **** challenge points but only ************** (18 Billion) chips. Upon contacting the support for remaining chips, i am being told that i need to win all jackpots in order to get 954 billion chips which is not mentioned anywhere in the advertisement or while making the purchase. They are falsely advertising the quantity of chips which accounts to fraud. I wrote the support to either credit my account or give me my money back. I am attaching same advertisment from my son's application where the price shown is ********* ******. However all the other details are same. Furthermore, zynga's support personnel namely ****** also confirms the chips amounts to 954 billion however its conditional to winning all jackpots, which does not depicts anywhere in the attached image. For sake of argument, if i accept its conditional then i should have not received the emoji and **** challenge points either without the jackpots.They took my hard earned money and now they want me to play a game inside a game to deliver their original offerings.I do seek support in this regard Kind regards,******

  Business Response

  Date: 09/14/2023

  Zynga has assisted the claimant regarding his/her issues. Please refer to case # ******** RR

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20600628
  
  I am rejecting this response because the only response i received from zynga is that they are saying they are looking into the matter. However, the issue is not resolved, neither i got my money back nor they delivered ne their product as advertised.

  Their email is attached for reference 

  Sincerely,
  
  *************************

  Business Response

  Date: 09/16/2023

  Zynga will continue to assist the claimant regarding his/her issues. Please refer to original case # ******** RR

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20600628
  
  I am rejecting this response because they are not delivering the product for which i paid my hard earned money. They are trying to linger on the matter by sending emails to be with 48 to 72 hours interval. First they asked me to send them screenshot, later they said i did not purchase premium plus+ package as per their record. After i shared evidence that my account has premium plus+ package activated now they are saying there terms and conditions to get chips. 

  They are falsely advertising their products which accounts to fraudulent activity. They shared a link with me which generically states that you can earn chips rewards by winning the jackpots, there's no place in the shared link which states that even after the purchase of premium pass plus+, you need to win chips through awards and jackpots. There is no point to pay extra for premium pass plus+ if i have to play and win rewards and jackpots. Their advertisement firmly states 3 benefits against the money.

  1. 954 billion chips

  2. **** challenge points

  3. An emoji.

   

  After i made the payment, i received the following

   

  1. 18 billion chips

  2. **** challenge points

  3. An emoji

  I need BBB to kindly intervene and sort my matter out, they either should return my money or credit the chips in my account for which i paid money.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/20/2023

  Zynga will continue to assist the claimant regarding his/her issues. Please refer to original case # ******** RR

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20600628
  
  I am rejecting this response because they offered me to the chips i purchased from them as a courtesy and asking me to acknowledge that the evidences i shared with them are futile. Let me quote their response here ..

  "quote" As a gesture of goodwill, I would like to offer you a one-time courtesy credit of *************** Chips to your account, provided you acknowledge that the package shown in the screenshot is not the same as the one initially presented "unquote"

  i fail to understand why they are degrading me and why they want an false acknowledgment from me when i have already shared all evidences. Further as said as per their record, i purchased premium pass and not premium pass plus+. Please find screenshot which i am attaching here that says premium pas plus+ is activated on my account which i paid for. I have also made a video and shared with them. 

  I just want my chips for which i have paid for or else i want my money back but not on the cost of losing my dignity 

  Sincerely,
  
  *************************

  Business Response

  Date: 09/21/2023

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

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20600628
  
  I am still waiting for my purchased goods to be delivered. They have already gathered all information and evidences from me and we have exchanged over a dozen emails but they are still not resolving my issue.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hit the Elite card set with a purchase of a coin pack 246 billion coins. I have constant issues with never getting my coins from my completed sets. I spend hundreds of dollars a month in this game. The vip manager I was just given (**********) because **** my wonderful vip manager was promoted. Is a mean arrogant horrible vip manager and basically called me a liar saying I received he coins when I didn't. I'm so sick of being treated like c*** from the vip managers that I suspended being able to purchase coins. Why as a company are you allowing this behavior from your employees.

  Business Response

  Date: 09/14/2023

  Zynga has assisted the claimant regarding her issues. Please refer to case #******** RO

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20591645
  
  I am rejecting this response because:
  I earned two card sets within a five minute period that day and I'm telling you I only received one set. I was only able to screenshot the one. You can see I my history this is a constant issue in the game. You don't care about your customers that spend their money. Take some ownership of your glitchy game and your poor management of your vip managers. I asked repeatedly for a manager to call me and no one has. What does that say?? 

  Sincerely,
  
  *************************

  Business Response

  Date: 09/15/2023

  Zynga has already provided the final resolution to the claimant regarding her issue. Please refer to case # ******** - RO

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20591645
  
  I am rejecting this response because:

  They are liars. But they don't want to take ownership. Terrible company that doesn't take care of their customers
  
  Sincerely,
  
  *************************