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Business Profile

Computer Hardware

PlayStation / Sony Interactive Entertainment

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Hardware.

Important information

Complaints

Customer Complaints Summary

  • 6,362 total complaints in the last 3 years.
  • 1,872 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/15/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Date this happen 7-11/7-14 of 2025 Ive been with PlayStation ever since I was a kid for 20+ plus years a loyal customer. Its truly sad that I have to reach out to you guys for help because they have turned their back on me with an account that has multiple hours put into and thousand's of dollars into ***** July 11 0600 someone started attempting to hack into my account this was noticed because I received multiple ****** is your verification code for your **** account. Signifying someone new was attempting access to my account. Then they sent me a message which stated the following We noticed a new sign-in to your **** account. If this wasn't you, change your password or passkey on our website. Which at this point I contacted **** because somehow this person had gained access and changed the email to my account. **** at this time asked for some security questions that I got correct which helped me gain access to my account for a split second note* at this point I was working my Firefigther 24 hour shift so I couldnt log in to check anything.Only change the password and email.July 7 around 18:00 I get another email to the new one that was made that my sing in email for my own account was changed once again to make the story short I have contacted PlayStation live agent chat over 20+ times all resulting in I'm really sorry but due to security reasons we will not be able to assist you. We cannot make any changes to this account. Even escalated it over the phone with a supervisor to no help was told the same thing from the phone and they even hang up on ***** this point this is really my only hope to regaining access to my account and all the money and time that I have lost with it. Please if you have any questions feel free to reach out ************

    Business Response

    Date: 07/16/2025

    Re: BBB Case Number 23600001
    Consumer: ****** *****
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23600001
    SIE, LLC contacted the consumer, and a mutual resolution was achieved regarding their concerns. 
    SIE, LLC considers this matter closed. 
    Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved. 
    SIE Consumer Services 
    Sony Interactive Entertainment, LLC 

     

    Customer Answer

    Date: 07/16/2025

    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:07/15/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 recently had an issue with my account. Essentially, my *** account has been robbed. Since then, I have been trying to reach the company to solve this problem, but, at least in my country (********), the Client Suport isn't working. Therefore, I'm here, desperate to get my account back and the games I've spent hundreds on... I'd love to get contact with the Playstation, whether the ********** services or not, to solve this annoying problem.

    Business Response

    Date: 07/16/2025

    Re: BBB Case 23601628
    Consumer: **** *******
    Thank you for contacting the PlayStation Support team regarding the above-referenced Better Business Bureau case 23601628.? 
    We see that the consumer's account is registered to a different region and have now provided them with information for support in that region.? 
    Please note that this response is not an admission or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved.? 

    SIE Consumer Services 
    Sony Interactive Entertainment, LLC 

     

    Customer Answer

    Date: 07/17/2025

     
    Complaint: 23601628

    I am rejecting this response because: as good as you response sounds, I still can't contact the support in my country. If you could contact them about this lack of assistance, I'd be grateful. 

    Sincerely,

    **** *******

    Business Response

    Date: 07/17/2025

    Re: BBB Case 23601628
    Consumer: **** *******
    Thank you for contacting the PlayStation Support team regarding the above-referenced Better Business Bureau case.? 23601628
    We see that the consumer's account is registered to a different region and have now provided them with information for support in that region.? 
    Please note that this response is not an admission or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved.? 

    SIE Consumer Services 
    Sony Interactive Entertainment, LLC 

     

    Customer Answer

    Date: 07/18/2025

    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.

    I was able to contact the Support team in my country

    Sincerely,

    **** *******

  • Initial Complaint

    Date:07/14/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Someone recently took my account and its the only account that i have it has all my games and stuff i bought on it. I put so much money and time into the game cause thats all i have. I dont have any brothers or sisters im the only child and life gets lonely sometimes when you have no one to talk too. My dad doesnt let me see any of my friends even though there moms say i can come over. I dont have my mom to stand up to him so i just lock myself in my room and play the game until he bangs on my door and yells at me and says go to bed. He hits me alot and i dont know what i ever did to him but my game is th eonly thing that i have and without it i have nothing to get me out of the world that i live in.

    Business Response

    Date: 07/16/2025

    Re: BBB Case Number:23600406
    Consumer: ******** xPluqnK *****
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: As this consumer has not contacted customer support, they were referred to our chat support for further assistance? 
    Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved.? 

    SIE Consumer Services? 
    Sony Interactive Entertainment, LLC 

     

  • Initial Complaint

    Date:07/14/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Friday, July 11, 2025 I have a been a loyal customer to ********************** network. I have given their company money year after year. My account was hacked or you can say compromised. I called several times and talked to several people and no one could help me in not type of way. Real person or bot. I enjoy video games and I put time and effort into the games I play. It was all taken away from me because PlayStation cannot help in any fashion. All I want is my account back with the hours days I spent playing my favorite games.

    Business Response

    Date: 07/15/2025

    Re: BBB Case Number 23597696
    Consumer: ********* ******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23597696
    SIE, LLC contacted the consumer, and a mutual resolution was achieved regarding their concerns. 
    SIE, LLC considers this matter closed. 
    Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved. 
    SIE Consumer Services 
    Sony Interactive Entertainment, LLC 

     

  • Initial Complaint

    Date:07/14/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 the game Bionic Commando Rearmed 2 on the Playstation 3 store, but due to an error with the Playstation network, it is impossible to download the game.I contacted Playstation Support to try and get the error fixed, but they were unhelpful. After trying everything they suggested and still not being able to download the game, I asked for a refund. The chat representative denied the refund on the grounds that I was "ineligible due to having already played or streamed the game in question," then disconnected the chat when I asked for further clarification.I then called the phone support, who told me that their file stated that I had "100% progress" on the game on my account, which is untrue. I explained that there are two other games with similar names ("Bionic Commando" and "Bionic Commando Rearmed") which I do have 100% progress on, but I have no progress on the game I cannot download. When I asked who I needed to contact to get this mistake corrected, the support representative hung up on me.Finally: a web search for this specific problem shows that people have been having this issue with this game for years, and yet **** continues to sell it on their store despite being aware that it is broken. This is fraud, plain and simple.

    Business Response

    Date: 07/15/2025

    Re: BBB Case Number 23597056
    Consumer: ***** ******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23597056
    SIE, LLC contacted the consumer, and a mutual resolution was achieved regarding their concerns. 
    SIE, LLC considers this matter closed. 
    Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved. 
    SIE Consumer Services 
    Sony Interactive Entertainment, LLC 

     

    Customer Answer

    Date: 07/16/2025

    Better Business Bureau:

    A refund was issued, which is a sufficient resolution.

    However, I wish to add: The company did not apologize or acknowledge any fault on their end, insisting that the product works fine and that I was in fact ineligible for a refund, and they only issued the refund as a "one time courtesy." They directly implied that I lied about the problem with the game, and made the whole thing up as a cover for a case of buyer's remorse. For the record: I specifically told Playstation support that I *did not want* a refund, but rather wanted help to fix the problem so I could play the game. In the course of engaging with support, I sent a video clip showing that the game could not be downloaded due to a Playstation network error. I only asked for a refund after several weeks of futilely engaging with support, when it became clear they would not/could not get the issue fixed. This has been, by far, the worst customer service I have ever experienced. 

    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:07/13/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 off the *** store, it crashed ton and very laggy. I requested a refund. I got denied. The customer service agent I talked to refused to let me talk to a supervisor.

    Business Response

    Date: 07/15/2025

    Re: BBB Case Number 23594266
    Consumer: ***** *******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23594266
    SIE, LLC contacted the consumer, and a mutual resolution was achieved regarding their concerns. 
    SIE, LLC considers this matter closed. 
    Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved. 
    SIE Consumer Services 
    Sony Interactive Entertainment, LLC 

     

  • Initial Complaint

    Date:07/13/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 a subscriber to PlayStation+ since February and **** has targeted my account on multiple occasions. They provide no proof of any violation and ban my account from key features. They dont provide any type of customer support team that can be reached to dispute nor do they provide any opportunity for rebuttal. The website is set up to run you in circles and keep you from actually contacting somebody. They allow internal employees to have the only insight which is easily manipulatable. Their biggest competitor, *********, will provide you full visibility into any instance where you may have violated their terms and conditions, but **** does not. They changed my account gamertag for having the word Pegina in it and claimed that it was mature/sexual content. This is clearly oversight and negligence on ***** part. I now will have to pay to change it again.

    Business Response

    Date: 07/17/2025

    Re: BBB Case Number 23593163
    Consumer: ******** **********

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23593163

    SIE, LLC made multiple attempts to contact the consumer, but the consumer has not responded. 

    SIE, LLC considers this matter closed. 

    Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved. 

    SIE Consumer Services 
    Sony Interactive Entertainment, LLC 

     

     

  • Initial Complaint

    Date:07/12/2025

    Type:Customer Service Issues
    Status:
    Answered
    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 for over a month to regain access to my PlayStation account, and **** has refused to provide any meaningful support.I followed the official password reset process multiple times, but the promised recovery email never arrives not in my inbox, spam, or any other folder. I tried different devices, browsers, and networks, but nothing worked.I contacted **** through every available channel: the support phone number refers me back to the website, and the website gives me only automated responses or chatbots that repeat the same process I've already tried multiple times. There is no option to escalate or speak to a real person.I have made multiple attempts over the course of a month, and each time I am told to simply "wait for the email" that never comes. I am completely locked out of my account, which has paid content, purchases, and personal information attached to it.I am requesting direct assistance from a human support representative to either help me regain access to my account or to provide an alternate recovery method. I believe **** has failed to provide adequate or accessible customer service and has effectively locked me out of my own property.

    Business Response

    Date: 07/16/2025

    Re: BBB Case Number 23589889
    Consumer: ***** ******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23589889
    SIE, LLC contacted the consumer, and a mutual resolution was achieved regarding their concerns. 
    SIE, LLC considers this matter closed. 
    Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved. 
    SIE Consumer Services 
    Sony Interactive Entertainment, LLC 

     

  • Initial Complaint

    Date:07/11/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 July 11, I logged into the PlayStation store wanting to purchase the newly released game College Football 26. When I searched up College football the very first result is the deluxe edition which is $100 and the second result was College Football 25 which I mistakenly assumed was college football 26 since the first result was the deluxe edition and the standard edition didnt appear anywhere else. I didnt second guess the game I was buying, as sports games a year old with a new game coming out are nearly never still full priced as well. I only found out it was the wrong one when my friends told me I had purchased last years game to my surprise. At the moment, ***, NBA2K, FC, ***, Cricket are all heavily discounted for the previous years edition and this is the first time Ive ever witnessed a game full priced and purposefully advertised to trick me into buying it. Considering the new games standard edition doesnt even show up in the store when I look it up I think this is a ploy to trick customers.

    Business Response

    Date: 07/15/2025

    Re: BBB Case Number:23589416
    Consumer: ***** ********
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: As this consumer has not contacted customer support, they were referred to our chat support for further assistance? 
    Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved.? 

    SIE Consumer Services? 
    Sony Interactive Entertainment, LLC 

     

  • Initial Complaint

    Date:07/11/2025

    Type:Product Issues
    Status:
    Answered
    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.
    Do I just recently filed claim with BBB and a lady from PlayStation called me back to resolve the issue shortly after. She had proposed to exchange my PlayStation 4 Pro for a refurbished system of the same kind in which I agreed. I sent the product in and when the supposed refurbished PlayStation came in I open the box, plugged it in and turned it on only to see that the supposed refurbished PlayStation already had mine and my sons files on it. They sent me sent me back the exact system that I had mailed in. They have no integrity

    Business Response

    Date: 07/16/2025

    Re: BBB Case Number:23589082
    Consumer: **** ********
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23589082

    This office has been in contact with the customer and while this may not happen in all instances, we anticipate reaching a satisfactory resolution regarding their concerns. SIE, LLC has invited them to contact us directly while we continue to support their issue. 

    Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved. 
    SIE Consumer Services 
    Sony Interactive Entertainment, LLC 

     

    Customer Answer

    Date: 07/16/2025

     
    Complaint: 23589082

    I am rejecting this response because:

    Sincerely,

    **** ********

    Business Response

    Date: 07/17/2025

    Re: BBB Case Number 23589082
    Consumer: **** ********
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23589082
    SIE, LLC contacted the consumer, and a mutual resolution was achieved regarding their concerns. 
    SIE, LLC considers this matter closed. 
    Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved. 
    SIE Consumer Services 
    Sony Interactive Entertainment, LLC 

     

    Customer Answer

    Date: 07/17/2025

     
    Complaint: 23589082

    I am rejecting this response because:

    Sincerely,

    **** ********

PlayStation / Sony Interactive Entertainment is NOT a BBB Accredited Business.

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