TOPUPlive

Thank you for taking the time to share your feedback with us. We truly appreciate your honesty, as it helps us identify areas where we can improve our service. We're sorry to hear that your recent experience with TOPUPLive did not meet your expectations, and we'd like to address each of your concerns directly. Regarding the coupons and discounts: We sincerely apologize for any confusion caused by the 12% and 15% coupons not being applicable to your order. Certain promotions and coupons have specific terms (such as applying only to selected games, first-time purchases, or minimum spend requirements). We understand this can feel frustrating when it's not clearly visible during checkout. Your feedback has been escalated to our product team so we can improve the transparency and usability of our discount system moving forward. About the lengthy purchase process and customer support: We’re truly sorry that your recent transaction took nearly 2 hours and that our support team repeated questions. This is not the experience we aim to provide. Long processing times can occasionally occur due to additional verification steps required for account security and fraud prevention, especially on high-value or new orders. We are actively working to streamline these procedures and train our agents to better review existing order information before asking follow-up questions. Your case has been noted for internal review. Comparison with other platforms: We respect your preference for alternative services when they better suit your needs, and we’re grateful that you still chose TOPUPLive despite the challenges. Your comments about pricing, speed, and convenience are invaluable, and we are constantly reviewing our prices and processes to remain competitive while maintaining the highest standards of safety and reliability.

Just like with your last negative review, provide the order number. Why are you afraid to provide it?

Dear customer, we are truly sorry for the frustrating experience you’ve had. We understand that a 25-minute wait is far from the "instant" service we strive to provide. Regarding the delay, our system occasionally flags orders for manual review to ensure transaction security, which can cause "Order Stuck" issues. About the login details, we only require them for direct top-up services that necessitate manual entry by our team. Could you please provide your Order ID here? We want to investigate your specific case and offer a resolution. We are continuously optimizing our delivery speed and hope to regain your trust.

Dear Customer, I’m truly sorry for your experience with verification and the subsequent refund. I completely understand your frustration and concern regarding your personal information, and I sincerely apologize for the inconvenience this process has caused. Please understand that verification is requested only when risk signals appear. This process is strictly in place to protect our customers and prevent potential fraud or unauthorized chargebacks. Because the verification was not completed or potential risks remained, we did not proceed with the order and immediately issued a full refund to your original payment method. Regarding your data privacy: We do not use your document images for any purpose other than verification. We do not sell or share them for marketing. Access is limited to authorized personnel and handled via secure channels. We want to resolve this for you. You have two options moving forward: - Re-review Order: If you’d like to proceed, we can re-review your order and provide an update within 15 minutes. - Finalize Refund: If you prefer, the refund will remain as final and no further action is required. Please share your order number and the account used for purchase so we can assist right away. You can reply to this message or reach us via live chat; we’ll monitor and respond within 15 minutes. Sincerely, Customer Support Team

Dear Customer, I'm truly sorry for the delay and the repeated handoffs you experienced. We understand how frustrating it is to wait and not receive timely updates. Yesterday our queue was unexpectedly backed up, but it’s our responsibility to keep you informed. To resolve this for you immediately, here is what we can do: - We can prioritize your order right away and confirm progress within 15 minutes. - If you prefer a refund, we can process it immediately and it will reflect within 7 business days. - I will be your single point of contact to avoid further handoffs. Please share your order number and the account used for purchase so I can verify and resolve this promptly. We appreciate your feedback about alternative platforms and are reviewing our flow to reduce wait times and improve transparency. You can reply directly to this message, or reach us via live chat; I’ll monitor and respond within 15 minutes. Sincerely, TOPUPlive Support Team

Dear Customer, Thank you for your honest feedback. We sincerely apologize for the frustration caused by our coupon system and the unacceptable delay in your recent purchase. Regarding the coupons, we want to clarify that some discounts are bound to specific games or minimum spend amounts. We realize this transparency is missing, and we are working to make these rules clearer on the checkout page to avoid future confusion. About the 2-hour delay and the repetitive questions from our CS: you are absolutely right to be frustrated. We are currently streamlining our verification process to ensure that once you provide information at checkout, our agents won't ask for it again. We know we have a lot to improve to match the speed and pricing you've experienced elsewhere. Could you please provide your Order ID? We would like to investigate why your order was stalled and ensure your current issue is fully resolved. We value your business and hope to prove that TOPUPlive can be a reliable alternative for you. Best regards, TOPUPlive Team

Dear Customer, I am sincerely sorry for the 12-hour delay and the frustration caused by our repetitive support process. This is certainly not the experience we want for you. To resolve this immediately without making you repeat yourself again, could you please provide your Order ID right here or in our private chat? Once I have the ID, I will personally follow up on your $5 bundle with our technical team until it is completed. I will be your single point of contact to ensure you don’t have to start from scratch with anyone else. We are ready to fix this as soon as we hear from you. Thank you for your patience. Best regards, TOPUPlive Senior Support

Dear Customer, We are very sorry to hear that you had a bad experience with TOPUPlive. We strive to provide the best service possible, and it’s clear we missed the mark this time. To help us understand what went wrong and to assist you further, could you please provide your Order ID? Whether it was a delay in delivery, a technical issue, or a concern with our customer service, we want to look into it personally and find a solution for you. We value your feedback and look forward to hearing from you. Best regards, The TOPUPlive Team

Dear Customer, Thank you for updating your feedback. We are glad to hear your refund has been processed, but we are deeply sorry that the purchase experience itself was so frustrating. We hear your frustration regarding our support. While we use automation to provide instant responses, we clearly failed to provide the human touch and specific help you needed during the wait. Please rest assured that TOPUPlive is a 100% legitimate platform; however, technical synchronization issues with game servers can occasionally cause the "failed purchase" loops you experienced. We are currently working to improve our delivery speed for LoL RP to ensure the "5-10 minute" promise is strictly kept. To help us investigate why your specific transaction failed after the long wait, could you please share your Order ID? This will help our technical team prevent this from happening to other players. We regret that we couldn't complete your order this time. We hope that in the future, you might give us another chance to provide the seamless experience you deserve. Best regards, The TOPUPlive Team

Dear Customer, We are truly sorry for the terrible experience you've had and for making you feel unsafe and frustrated. We fully understand your concerns about personal information security—this is something we take extremely seriously. Regarding the verification process you mentioned: TOPUPlive triggers additional identity checks for certain low-value top-ups (especially first-time purchases or orders from higher-risk regions) due to our risk control system. This requires partial bank card information along with ID/driver's license photos. This is not a practice unique to us—it is a mandatory requirement from international payment providers (such as Visa, Mastercard, PayPal channels we cooperate with) and Anti-Money Laundering (AML) regulations. The goal is to prevent stolen cards, money laundering, and fraud, ultimately protecting the funds of all users, including yourself. We completely understand that uploading personal documents can feel unsettling, which is why: - We only ask you to cover the middle 8 digits of the card number and the middle section of your ID number, showing only the name, first/last 4 digits of the card, and expiration date; - All uploaded materials are used solely for this order verification and are permanently deleted immediately after approval—we do not retain or repurpose them; - The entire process uses encrypted transmission and complies with the highest PCI-DSS payment security standards. If you are still uncomfortable providing these documents, we fully respect your decision. We can issue a full refund and permanently close the order. Alternatively, we can help you switch to other payment methods that don't require additional verification (such as convenience store payments or gift card redemptions in certain regions), and we'll do our best to find the safest and most convenient option for you. Once again, we sincerely apologize for this unpleasant experience. We truly hope to have the opportunity to regain your trust. If you're willing to give us a chance to explain further or resolve this, please feel free to contact us anytime via in-site support or our official email—we will prioritize your case. Thank you for your feedback. It's responsible users like you who help us continually improve our service. Wishing you all the best in the new year and happy gaming! TOPUPlive Customer Support Team December 31, 2025

To: Valued Customer We sincerely apologize for the extremely poor experience you had with TOPUPlive, including the long waiting times and the lack of timely communication. We take your feedback very seriously and appreciate you bringing this to our attention. We understand your frustration and anger regarding the order delay and the slow customer service response. The issue with your ordered "pack" expiring soon and the long wait for a reply are serious failures in our service, and we are deeply sorry for this. To immediately investigate the status of your specific order, provide you with the fastest resolution, and offer a suitable compensation for the inconvenience, please provide us with your order number. Please send us your order number. We will prioritize your issue and are committed to improving our service process. We truly hope you will give us a chance to make things right.