Fun Game but horrible customer service – Zooba: Zoo Battle Royale Games Review

My 6 year old son plays Zooba with the family and we decided to treat him when he received a “Lose it offer” to buy Henry (the bat) for 600 gems. He only had 89 gems so we bought a $49.99 pack of gems (2,600 gems) and the game kept loading indefinitely as if processing the purchase. After about 10 mins, I restarted the app assuming the purchase either didn’t go they or would appear after the game restarted and turned out I was given the gems but not the new character which was the whole reason I bought the gems in the first place. We open a support ticket but after a day I wasn’t sure if I’d get a response so I also requested a refund from Apple assuming the gems would be removed we did not spend any gems, this way we could try and make the purchase again if the deal popped up again, Apple processed it the next day but Zooba decided to deduct 6,000 gems as a penalty which put his account into a negative balance of -1,991 gems! This displayed “debt notice” banner over the entire game which would not allow us to play or even access the options menu at all to get to help section until we bought more gems because he was at -1991 gems! I had to re-purchase a $50 pack just for him to be able to play again which brought him up to about 600 gems, he was up to about 4,100 gems before the “refund” now he’s still missing 3400 of the gems he had in addition to missing out on the Henry character which was the original issues! Eventually someone did response to us in the middle of the night, and tried to tell us we were negative because we spent the gems we bought which isn’t true. They never address the issue of the missing character or the fact that too many gems were removed. Then they closed the ticket not even allowing us to response and having to reinitiate the support ticket all over again, which has gone unanswered for almost 2 weeks now. This was suppose to be a nice gift for my son and has turned into an extremely stressful situation trying to explain to my son why he couldn’t play his game or spend his gems or why he doesn’t have the character we bought him. We play this game as family, mom, dad, uncles, aunts and several kids! We all buy gems to enjoy the game and this experience has left a very sour taste in our mouths. We are all eagerly awaiting a response/resolution but it doesn’t seem like they even care to fix the issue. They were so quick to take the gems it’s be nice if they had the same attention to helping their customers.
Review by Centavo83 on Zooba: Zoo Battle Royale Games.