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Business Profile

Computer Hardware

PlayStation / Sony Interactive Entertainment

This business is NOT BBB Accredited.

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Important information

Complaints

Customer Complaints Summary

  • 6,376 total complaints in the last 3 years.
  • 1,888 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:07/17/2025

    Type:Billing 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.
    My playstation account was hacked on July 16/25. I have tried to contact playstation support to recover my account. I have every bit of information they would need to recover my account but they treated me like I'm a criminal and refuse to help me. I have emails, phone numbers, purchase confirmations, the original serial number from the console I made the account with and everything else. Ive told them this and all they told me is "Why do you care? Its not your account." I have had this account for 15 years and have spent upwards of $10000. I just want a proper investigation to be done. Im beyond devastated and upset with playstation over this.

    Business Response

    Date: 07/18/2025

    Re: BBB Case Number 23617992
    Consumer: ****** ******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23617992
    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:07/17/2025

    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.
    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,

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

    Business Response

    Date: 07/23/2025

    Re: BBB Case Number 23617685
    Consumer: ******* **********
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23617685
    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:07/17/2025

    Type:Product 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 received an unauthorized charge from **** (PlayStation 4) for the game: "**** ****** Pro Skater 3+4". This happened today (July 17, 2025) and the amount of the game was $69.99. I contacted **** support and explained to them the situation in hopes to get a refund, as I can't afford to be buying games of this price at the moment. I barely had an opportunity to plead my case, because I was met with an almost immediate denial for a refund. The reasoning was that due to the game having been "downloaded/streamed before asking for a refund". This was completely out of my control, as I did not buy nor approve the purchase of the game. They then reset my billing information and recommended I change my password, which while useful in the future, does not help my current situation. All I'm requesting in this situation is a refund for a purchase I did not make. I have been a loyal customer for **** for years now and have never caused any form of problems in the past.

  • Initial Complaint

    Date:07/17/2025

    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.
    A player who initiated a negative conversation with me, that I reported never got suspended but instead I got suspended for saying the letters irdfag which does not make any sense at all since I misspelled the real word to it. He did state he was 5 years of age, whether he was lying about that or not is totally against ***** rules and regulations especially if hes trying to impersonate a child. **** suspended me for one month and he getting in absolutely no trouble for what he did, should be considered a a major lawsuit. I spoke to 2 of **** PlayStations live agents about this and I was told they could not help me out in this case because they do not have access to take a closer look into my account. As of now, this issue has not been resolved and the player who started that conversation between us in which we both reported each other never got suspended, instead I was suspended. Below Ive attached images of the message he reported and a screenshot of ***** official notification to me stating that I am suspended for 1 month. Thank you.

    Business Response

    Date: 07/18/2025

    Re: BBB Case Number 23615498
    Consumer: ****** *********
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23615498
    SIE, LLC appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests. We regret that we were not able to do so in this instance.
    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:07/17/2025

    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.

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, 

     

    To Whom It May Concern,


    Thank you for your response regarding BBB Case #********. While I acknowledge that my account has been reinstated and that a temporary resolution has been reached, I want to make it explicitly clear: this reinstatement only satisfies my concerns conditionally.


    The issue at hand is larger than a one-time chargeback. It speaks to a deeply flawed policy framework that allows Sony Interactive Entertainment (SIE) to tie account suspensions for disputes or refunds to full denial of access to paid digital content. This business practice is not only anti-consumerit may also raise serious ethical and legal questions under evolving consumer protection laws, especially as other global initiatives like the UKs Stop Killing Games movement gain traction.


    A one-month subscription dispute should never escalate to a full lockout of hundreds of dollars worth of purchases. Games I have already purchased outright should not be held hostage due to a subscription refund or chargeback, especially when ***** own support system is algorithmic, non-nuanced, and designed to deflect rather than resolve consumer concerns.


    Let me be clear:
    I am accepting this reinstatement only temporarily.


     I do not waive my rights as a consumer, just as SIE reserves its rights.


     If I am ever locked out of access to my paid content again, I will pursue a full refund of all purchases made on principle and legal grounds.
     I expect SIE to consider policy reformseparating access to purchased games from access to live services (like PS Plus). These should never be treated as one and the same.


    If a product is paid for, it belongs to the consumer. If access is denied, a refund should be issuedplain and simple. No corporation should be allowed to weaponize policy in order to bypass fair refund rights under the guise of terms of service.


    Thank you for your time and attention. I hope this marks not just the end of my particular case, but the beginning of a broader conversation about fair digital ownership and consumer protections in the gaming industry.

    This acceptance does not waive my right to future legal or consumer protection actions. If **** repeats this behaviorlocking me out of paid content over a chargeback or refund disputeI will pursue full reimbursement of all past purchases and escalate this further with my Attorney General and the FTC.

    You may have lawyers , instead of asking them ask the ****** in your company - if they would be ok with not really owning their games . Being able to lose access to thousands of dollars of products they bought in an instant . 

    We want games you want money , you were an industry leader - we had console wars . Gave you access to millions of living rooms straight to the hearts of the people .

    Dont lose our trust , because  then you lose our wallets

    Consumers deserve respect.

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


    rning, no opportunity to appeal, and no explanation other than being locked out and told they would no longer offer support.Even if Sonys Terms of Service mention bans for chargebacks, a private TOS is not above U.S. consumer protection law. A $17.99 chargeback does not justify the loss of an entire digital library with no recourse. That is an unjust and abusive business practice.***** actions were:Retaliatory Disproportionate Deceptive in their refund policy Unlawful in effect depriving a customer of paid content without due process I am requesting the *** investigate Sonys refund and account ban practices, especially the use of permanent bans as a punishment for chargebacks, even when the customer acts in good faith. Their policy lacks transparency, is clearly designed to trap users, and punishes them for asserting basic refund rights.They can keep the ban up i demand a refund for ALL purchases made and vow to never be a patron TOS isnt law

    Business Response

    Date: 07/18/2025

    Re: BBB Case Number 23615354
    Consumer: ***** ******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23615354
    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:07/17/2025

    Type:Product 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.

     
    Complaint: 23615236

    I am rejecting this response because:

    They have not contacted me further, and no mutual resolution has been made. The only satisfactory resolution would be a full refund.

    Sincerely,

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

    Business Response

    Date: 07/17/2025

    Re: BBB Case Number 23615236
    Consumer: ******* *****
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23615236
    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 

     

    Business Response

    Date: 07/18/2025

    Re: BBB Case Number 23615236
    Consumer: ******* *****
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23615236
    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: 07/18/2025

    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.

    Sincerely,

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

  • Initial Complaint

    Date:07/17/2025

    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.
    So, about a month ago I made a formal complaint to a PlayStation agent about my PlayStation account security. The complaint was that I had a family member contact me asking for my account details (Stupid mistake, will never happen again). And over time he has lost access to that console. My issue was that I wasnt able to, as PlayStation puts it Set my ps4 to my home ps4. This allows me full control over my account and access to my content without restrictions such as game licenses being accessible without wifi. The issue is that PlayStation has this built in feature where you could do this yourself, you could log into their site and deactivate all consoles yourself. But this has a 6 month wait per usage. And the thing is that I have never seen used or even heard of this button. But when I eventually learnt about it from PlayStation support, it said that I had recently used it and I have to wait another 6 months. After going back and fourth with PlayStation again I eventually came down to a conclusion that all they were telling me was to wait it out. Ive waited a whole month since thinking that maybe it was just a months time away but I have just grown too impatient to be honest. And so I read online somewhere about the same issues and they referred me to here. I understand if this issue isnt worth your time as it seems a bit ***** but for the sake of it thank you anyway. Regards Kayden

    Business Response

    Date: 07/17/2025

    Re: BBB Case Number:23612877
    Consumer: Kayden ******
    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:07/16/2025

    Type:Sales and Advertising 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.
    My PSN account has been hacked. Fraudulent charges are being charged to my account and I can not access my account as my email has been changed by the hackers.

    Business Response

    Date: 07/17/2025

    Re: BBB Case Number 23611345
    Consumer: *********** *********
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23611345
    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 

     

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

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