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:06/26/2023

  Type:Customer Service 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.

  re Funcom's Age of Conan MMO. Registered through my email.My subscription for Premium Member was automatically renewed on 24th April 2023 for 1 year - to mid 2024.However my subscription dropped to Free to play and I lost paid for additional character slots.I have tried to have this issue resolved for months.I have emailed, tried fault report, posts in support forum, email, petition. The issue has not been acknowledged let alone resolved.They are leaving me with very few options such as credit card company and Consumer protection bureau. Please just fix. And maybe have someone look at your fault reports and forum.

  

  Business Response

  Date: 06/27/2023

  Our apologies for your frustrating experience.

  Your purchase did not go through and that is why you did not get premium playtime or features.  Please try to resubscribe at your convenience. 

• Initial Complaint

  Date:03/20/2023

  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 bought a game from Funcom to be able to play it and I was restricted from playing it. I have requested for more than a year ago (and continue to request) the reason for restriction and funcom fails to provide answers or reason for such restrictions. They continue to not answer my requests or take any action to let my account be unrestricted. So I bought a game to play, and so far without reason have been restricted from playing from the company I bought it from. I gave money to a company who has not delivered their product.

  Customer Answer

  Date: 03/20/2023

  Sorry I thought i was selecting an option that meant I haven't heard from the Business as in I've had no contact/explanation from them. Yes I want an explanation from the company as to why I have been restricted with proof I was responsible for the reason of the restriction. Otherwise, they sold me a product they have yet to deliver since I am unable to play a game that I bought. 

  

  Business Response

  Date: 04/05/2023

  Hello!

   

  My apologies for any frustration. I tried to look up your account but there are no accounts listed with the email address you provided to the BBB. Can you please tell me the email address that is registered with your account?

  Once I can look you ** in our system, I can give you more information.

   

  Sincerely,

  GM Dohwa

  Customer Answer

  Date: 04/11/2023

   
  email to the account that was banned is *******************. 
  
   
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/07/2023

  Type:Customer Service 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, I submitted a support ticket on January 27th as I've just recently started gaming again, I am unable to login or recover my account name as it doesn't seem to be linked to my email address - I am worried that my characters have been deleted or lost, as I've not yet received a reply from Funcom support.I understanding waiting times can be long, I have played this game since 2008 and would really hate to lose all my progress - [Funcom #*******] Thank you

  

  Business Response

  Date: 04/05/2023

  Hello!

  My apologies for your worries. According to our records, you have 4 accounts listed with your email address that you provided with the BBB.

  You should be able to use the password / account recovery tool to log back into those accounts.

  I hope that helps!

  Sincerely,

  GM Dohwa

• Initial Complaint

  Date:01/11/2023

  Type:Customer Service 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.

  Funcom is refusing to allow me to join friends and family on their gaming platform age of conan. Their claims for denial are false and unsubstantiated. Funcom also threatened to contact my place of employment if I did not stop using the age of conan environment Ive been a part of since 2008 significantly.

  

  Business Response

  Date: 01/20/2023

  Hello,

   

  Please contact:  **************** for more information.

   

  Thank you.

• Initial Complaint

  Date:11/17/2022

  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.

  With the Conan exiles game they state to build big but not to block resources or other players. We made sure not to. They do not have a build limit set or specific rules. Came onto the game this morning to being banned from the server. They make up their own rules without using set guidelines. This is very unethical behavior. People lose time and money because of this behavior. They don’t give any kind of warning or any communication at all. I bought the game a long time ago so I am not sure on the transaction date. Not sure what you can do but they need to be forced to actually give a rule set instead of “we will do what we feel like whenever we feel like it”. There needs to be either a warning system, some form of communication, or a clear rule set/build limit. The server number was **** and my **** gamertag if ************ Hopefully you can do something because this has happened to a lot of people as you can see posts about it on their forums and ****** as well as other social media. They shouldn’t be able to get away with this kind of behavior. Rules are there for a reason but because can’t follow rules they make up as they go.

  

  Business Response

  Date: 11/18/2022

  Our apologies for your frustration. 

  You can view the rules for Age of Conan Exiles here: **********************************************************************************************

  When you signed up to play, you agreed to abide by the rules and terms of service. 

  Hopefully this link will help you understand how our staff make decisions.

• Initial Complaint

  Date:11/10/2022

  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.

  Funcom are deliberately providing misinformation on their website for the MMO Age of Conan, as shown on the following web link - ************************************, it says "Additional Loyalty Rewards will be added over time." however no new loyalty rewards have been added for over three years, in additional to this, funcom still provide an FAQ and information regarding character transfers, however that service has been "discontinued" according to in-game support, but it has not been updated on funcoms forums, website, or any other place besides an in-game messaging system that takes months to be replied to.

  

  Business Response

  Date: 11/14/2022

  Hello!

  Our apologies for any misunderstandings or frustrations. I have passed your report on to our development and community team. They will review what you have reported and make any changes necessary. 

  Thank you for bringing this to our attention. 

  Customer Answer

  Date: 11/14/2022

  
  Complaint: ********
  
  I am rejecting this response because: As shown on many previous BBB complaints and posts/complaints on funcoms own forum at forums.funcom.com, Funcom have not passed this information on, or corrected any information regarding misleading membership rewards, character transfers or problems with the game in over 12 months, there is no community response or support from anyone at Funcom, and to state they are passing this onto the development team when there is no "development team" for this game anymore is misleading again.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 11/18/2022

  As I stated previously, my apologies for your frustration  I want to assure you that I have indeed messaged any and all teams that are responsible for updating the community web portal. 

  Thank you again for your detailed report of the situation. 

• Initial Complaint

  Date:10/03/2022

  Type:Delivery 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 paid for a subscription on their Age of Conan MMO and they charged me but failed to deliver the subscriber benefits. I opened a ticket and they said they would get back to me. It has been 11 days and counting and they still haven't delivered my service given a refund or responded to the open ticket. This is theft IMO.

  

  Business Response

  Date: 10/03/2022

  Good Morning,

   

  My apologies for any frustration that you experienced. I checked on your account though and it appears to have been activated and available for play. Are you still experiencing any issues with your premium time?

  Customer Answer

  Date: 10/03/2022

  
  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:09/08/2022

  Type:Customer Service 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 a digital game Cona Exiles, which is owned/operated by the business Funcom. I purchased this product on August 14, 2020, order number: ********** for $29.99 and later purchased additional content on June 10, 2021, order number: ********** for $17.99, both of which were purchased through the ********* Store on my **** console. Funcom committed to providing me with an enjoyable multiplayer experience for the purchase price of their product. Since purchasing and using their product, I have had extremely poor experiences with both other players and the staff at Funcom and have since experienced buyers remorse over the purchase of their product. I have attempted to contact Funcom regarding harassment from another player on one of their official servers maintained by their staff administration, with not only no reply from the company but with a loss of virtual material acquired in their game. I do not plan to use any product from Funcom in the future and would like a refund, however I am mainly submitting this complaint to inform the BBB of this companies foul business practices, which I have also outlined in greater detail through a recently filed review posted on Funcom's BBB profile that is awaiting submission.

  

  Business Response

  Date: 09/14/2022

  Greetings!

  Our apologies that you have not been enjoying the game that you purchased over two years ago. Unfortunately we cannot refund your purchase as you purchased through ********* Store and not our store directly.  In order to potentially receive a refund, you would need to talk to ********* Store support. 

  Customer Answer

  Date: 09/15/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Funcom Inc. has made no attempt to rectify the problems with their product that I have encountered, which has led me to the become completely dissatisfied with their product. Instead of saying "sorry you don't like our product, go somewhere else for a refund" I would very much like to know how they plan on providing a better customer service for their online community, so that others don't come to experience the same buyer's remorse that I have.

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

• Initial Complaint

  Date:08/04/2022

  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.

  On 7/30/2022 I paid $12.99 for a 1 month Premium Membership (subscription) for Funcom’s MMORPG, Age of Conan. Premium Membership provides the following benefits, taken from their website: • Bonus Token Gain: +100% on Marks of Acclaim and Esteem Tokens. +50% on Campaign Badges, Conquest Trophies, Simple Trophies I - III, Simple Relics I - VI, Atlantean Shards • Bonus XP: +30% Bonus XP and AA XP for both PvP and PvE • AA with Time: Begin training AA perks at Level 20 • Bonus Faction: +30% Bonus to Faction gains • Teleport Coins: 15 Teleport Coins, per character, every 30 days • Unchained Cache Bonus: Doubled rewards from Unchained Caches • Bonus Expertise: Every time you gain a level, you gain a bonus Expertise Point! • Character Slots: 7 Additional Character slots • Bonus Quest Capacity: Extra space in your quest journal • Unlimited Gold Capacity • Unlock Loyalty Rewards As of the evening of 8/3/2022 I have not received any of the benefits of a Premium Membership. I entered a support ticket on July 30th [Funcom Support #1194840]. Per the email response I received, wait times are extremely long right now. Reading posts on the official forums and from past experience, response times can take up weeks or months. I have also made a post in the Support section of Funcom’s forums for Age of Conan as well as sent a direct message to the Community Manager **** ******* at the suggestion of other players. To date I have received no response from the company. This is unacceptable business practice, to accept money for a service or product, fail to deliver that service or product and fail to follow up in any kind of timely fashion. I would like my account either updated to receive the service I paid for and for the 1 month membership period to start on the date this matter is resolved or to have my money returned. I still have the option of disputing the charge with my credit card company and will do so if this is not rectified by Monday, August 8th.

  

  Business Response

  Date: 08/12/2022

  Our apologies for any trouble you've experienced. 

  I've updated your account with 30 days of played playtime plus an additional 30 days free for the inconvenience. Please do not hesitate to reach out again if you need further assistance. 

  

  Business Response

  Date: 08/22/2022

  Please try again, I've changed a few flags on your account. See if that helps.

  Customer Answer

  Date: 08/23/2022

  
  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:07/06/2022

  Type:Customer Service 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.

  Contacted support due to a policy concern. It has been over a week and I have not received any response and the prior responses were dismissive.

  

  Business Response

  Date: 07/08/2022

  Greetings! 

  While I understand your frustration about the **** ****** decision regarding your account, the fact remains that during their investigation your account was found to have violated our polices.  Due to this it was suspended temporarily. Once your suspension period is up, your account will reopen and be available for play.   When you signed up to play our game, you accepted our polices/rules/terms.  Unfortunately when those are found to have been violated, we reserve the right to take any and all appropriate action needed regarding the status of your account.  If your account is not accessible at the end of your suspension period, please contact support again to report the issue. Thank you for understanding. 

  Customer Answer

  Date: 07/08/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  As can be read from the previously attached emails, there was no investigation from your team member nor was their any violation by me or my friends. On top of which, this is not in regards to the suspension of my account, instead it is regarding the implementation of the current policy in place.

  How is it fair to your players to lose more than a year's worth of progress when a member of your team could perform a quick five minute investigation. This would be able to discern the legitimate violations from the fabricated. The players in these open-world craft and survival games are investing hundreds (in this case thousands) of hours over time into progression, crafting, exploration, etc. That is why it is a huge punishment to completely remove an individual's builds as well as blocking them from even possibly keeping their structures/progress by issuing a two-week ban. 

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