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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

  • 6,376 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:09/18/2022

    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.
     
    Complaint: 18042304

    I am rejecting this response because:I havent received any email from **** regarding my account and why can my account not be deactivated its my account Ive had it since 2017 and this is the first time Im having problem with it. I just want my account back and deactivated from a console I cannot reach or do anything about. Why can my account not be deactivated I am really wondering.

    Sincerely,

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

    Business Response

    Date: 09/20/2022

    Re: Case No. 18042304
    Consumer: *********************

    Thank you for contacting Sony Interactive Entertainment America, LLC (SIEA) regarding the above-reference Better Business Bureau case# 18042304. 

    The consumer doesnt qualify for a deactivation.  I emailed the consumer and declined the request.

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

    Business Response

    Date: 09/29/2022

    Re: Case No. 18042304

    Consumer: *********************

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE) regarding the above-reference Better Business Bureau case# 18042304. 
    Although SIE appreciates the feedback regarding SIE policies, their request is denied.

    SIE appreciates the opportunity to address this matter. 
     
    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:09/17/2022

    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.

     
    Complaint: 18040879

    I am rejecting this response because:

    I believe the number listed on this complaint was typed wrong.  I haven't received a call from ****.  *************** is the correct number.  **** also contacted me via email saying to do a online chat support with them but they did not resolve the issue.  They did not take to account what I said.
    Sincerely,

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

    Business Response

    Date: 09/29/2022

    September 29, 2022


    Re: Case No. ********

    Consumer:*******************************


    Thank you for contacting Sony Interactive Entertainment, LLC (SIE) regarding the above-referenced Better Business Bureau case# ********.  

    SIE, LLC reached out to the consumer again to provide a resolution. 

     
    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:09/17/2022

    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 purchased my PS5 about ***** months ago. It worked for the first 6 or so months, but then I moved to a new apartment and my game started to lag while playing online. By lag, I mean you press a button or move the stick and nothing happens, you do it again and maybe it works 1 second later (a lifetime and unplayable experience in any competitive video game and a severed annoynce in any non competitive game). Then the screen would keep drifting in the direction you last moved, so you may be spinning in the middle of a gun fight. Anyways, it was clear something was wrong, but I thought it was my interent at the new apartment (I don't play offline games). I dealt with it for a while, the issue would pop up consistently but... sometimes it would work ok. I tested out ps5 and ps4 controllers, and had the issue throughout. I tried all troubleshoot steps they suggest. No luck. Finally, I played an offline game (should have done sooner) and realized it wasn't the internet. I finally get a hold of customer support and I am still under warranty. I sent my system for repair and got it back a month later with no info on what htey did to the system and the issue remained.So I go through this process AGAIN (which takes hours online, not including packaging time and re-explaining the issue every time since they can't look at prior chats, etc.). I send it back, and a month later, get the system back. It still has the same issue when they send back and they provide no info again. I go back through the process a THIRD time. I request a new system at this point since it's proven they can't fix the issue. They say they can't do anything about it, but they can send it back to the service center (where they send systems for repairs), which is a third party. Fast forward, I send it in for a THIRD time and get it back today - no info and the system remains with the same issue. They are basically freezing me out of my warranty at this point and I can't get the system fixed. I need help!

    Business Response

    Date: 09/28/2022

    Sept 28, 2022


    Re: Case No. ********

    Consumer: *********************

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

    I have looked into Lex issue and it is now resolved. I called and spoke with *** and provided my number should he have any questions.


    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:09/17/2022

    Type:Billing 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,

    ****************
     

    I appreciate the follow up from sony interactive entertainment and appreciate the patience of customer service representative chase. The resolution was satisfactory for me the timeframe to get the resolution was not satisfactory. 

    Business Response

    Date: 10/01/2022

    Re: Case Number: 18039484

    Consumer: ****************

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above referenced Better Business Bureau case number 18039484

    SIE, LLC contacted the consumer and provided a refund.

    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:09/17/2022

    Type:Delivery 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.
     
    Complaint: 18039083

    I am rejecting this response because: I have reached out several times and get disconnected via server issues they claim. I am escalating your case to our specialist team. They will thoroughly review your refund case and provide you an accurate outcome within 5 business days via email. For reference, your case # is
    07024285. Well cause normally they give it to me so long did he have a pill or anything today or no they usually say OK OK OK OK OK I didnt know does sometimes I do you have a pool perfect thank you. just making sure they deliver the request 

    Sincerely,

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

    Business Response

    Date: 09/26/2022

    Re: Case Number: 18039083

    Consumer: ***************************

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above referenced Better Business Bureau case number 18039083

    The consumer has not yet reached out to request assistance with a refund.

    SIE, LLC referred the consumer to chat support. 

    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: 09/29/2022

    Re: Case No. 18039083
    Consumer: ***************************
     
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE) regarding the above-reference Better Business Bureau case# 18039083. 

    Although SIE appreciates the feedback regarding SIE policies, their request is denied.
     
    SIE appreciates the opportunity to address this matter. 
     
    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: 10/06/2022

     
    Complaint: 18039083

    I am rejecting this response because: Why is it so hard to refund a digital order that doesnt work? I dont understand this logic at all. Money waisted on a digital market with no care for the customer whatsoever. I will never support **** products for the digital marketplace ever again, and this is the worst business practice I have seen. If your truly for the gamers, make this right, otherwise your gonna start loosing more gamers towards Xbox, which I just recently purchased. 

    Sincerely,

    *************************** PLEASE REFUND TO PSN WALLET FOR ISONZO & Xiii

  • Initial Complaint

    Date:09/16/2022

    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 PSN ID is poisonevil1. Over a week ago, I was permanently banned on PlayStation for hate speech. I was permanently banned due to repeat offenses. The previous offenses were not anything hateful and just banter with my friend. However, this last offense my friend and I got into a fight so he got into my account without my permission and sent himself a very racist message to his own account so he could report and ban me. I would never say anything hateful or racist. Please Investigate the ** of when he went on my account and where the messages were sent. I've had my account for almost 10 years and have spent over $20,000 on PSN with 400+ games. I would really like my account back and believe what my ex-friend did is a criminal offense.

    Business Response

    Date: 09/21/2022

    Re: Case No. 18035965
    Consumer: *****************

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-reference Better Business Bureau case# 18035965

    SIE, LLC reviewed the request and thoroughly investigated the PlayStation Account.  It was verified that the account did violate the Terms of Service. At this time, the suspension will be upheld.

    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:09/15/2022

    Type:Billing 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: 18033408

    I am rejecting this response because:

    you are making me wait 6 months when you guys can help me with this tiny problem now. Ive begged for you help numerous times but I guess I need a 6 month wait when you guys can help me with my problem in an instant. Its clear PlayStation does not care about their users issues. 

    Sincerely,

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

    Business Response

    Date: 09/19/2022

    Re: Case No. 18033408
    Consumer: *********************************

    Thank you for contacting Sony Interactive Entertainment America, LLC (SIEA) regarding the above-reference Better Business Bureau case# 18033408. 

    The consumer doesnt qualify for a deactivation.  I emailed the consumer and declined the request.

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

    Business Response

    Date: 09/21/2022

     Re: Case No. 18033408

    Consumer: *********************************

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE) regarding the above-reference Better Business Bureau case# 18033408. 
    Although SIE appreciates the feedback regarding SIE policies, their request is denied.

    SIE appreciates the opportunity to address this matter. 
     
    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: 09/26/2022

    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:09/15/2022

    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 was charged by Playstation for a yearly subscription that I do not have auto renew set up for. My last subscription purchase was in August of 2021 and I got it at a 50% discount. I unsubscribe from auto renew intentionally because I try to buy my yearly membership when it is discounted. I do the same thing every year. If I can't get it discounted I purchase monthly. I was informed by insurance that my payment bounced, which made no sense because I had money in my account. When I checked my account it showed a charge from Playstation for $79.09. I have been trying to call since finding out, however, they do not open until 12 pm in my area and with my work schedule and wait times on the phone I have been having a terrible time trying to get in contact with someone. Today I took a longer lunch to try and deal with this. I finally got through to someone after waiting for almost an hour. He informed me I cannot get a refund because I agreed to pre-authorized payments when I paid for my yearly membership last year. EVEN THOUGH I CANCELLED, SO IT WOULD NOT AUTO RENEW! I told him the website policy and he told me according to my file no refunds can be given, I asked for a manager because I read their policies and I have been trying to deal with this for days, including the online chat (which was terrible). He said it doesn't matter if I transfer to a manager, no refund. I asked again for a manager and he hung up on me. I had to go back to work and could not call back at the time to resolve the issue. When I tried after work, I was on hold for long periods of time and the call kept disconnecting and I would have to start the line cue again.I have been buying Playstation subscriptions since I needed to buy one, I have owned a Playstation since I was 12 years old I am 35! I have never had an issue like this before and from the looks of the complaints on here, there are more of us who has been charged without our knowledge, and given the same treatment!

    Business Response

    Date: 09/28/2022

    Re: Case Number: 18032048
    Consumer: ***************************


    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number 18032048.


    SIE, LLC contacted the consumer and provided a refund. 


    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:09/15/2022

    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.

     
    Complaint: 18028844

    I am rejecting this response because:

    Sincerely,

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

    how is this a fraudulent claim if you never contacted me or did anything this is ridiculous.

    account: ******************

    Business Response

    Date: 09/16/2022

    September 16, 2022


    Re: Case No. ********

    Consumer:  *******************************


    Thank you for contacting Sony Interactive Entertainment, LLC (SIE) regarding the above-referenced Better Business Bureau case# ********.


    This is a fraudulent claim. They provided invalid information, and did not create the account.

     
    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: 09/21/2022

    Re: Case No. 18028844
    Consumer: *******************************

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE) regarding the above-reference Better Business Bureau case# 18028844. 

    Although SIE appreciates the feedback regarding SIE policies, their request is denied.
     
    SIE appreciates the opportunity to address this matter. 
     
    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: 09/27/2022

     
    Complaint: 18028844

    I am rejecting this response because:

    Sincerely,

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

    you cant be serious I can provide proof my account was hacked and I can prove I and made the account.

    THE HACKER INFO IS LITERALLY IN the *** OF THE ACCOUNT.

  • Initial Complaint

    Date:09/14/2022

    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.
    I purchased a game called Saints Row for my PlayStation 4. I purchased on my console using the digital store. Upon playing the game Ive encountered multiple bugs and glitches. The game will constantly just stop working, not allowing me to click on anything; causing me to have to close the game and start again. There would be no error message because the game wasnt crashing, just freezing. When playing, my character would also free fall under the game into a void. When I looked online multiple users had this same problem.I deleted and re-uploaded the game for the same thing to happen.I updated my console and the same thing happened. The issue is with the game and not the console.When I called PlayStation support, they took me through all the steps to delete the game and download again & to reset my console. I let them know the problem still persists and they told me I would have to send my console in for repair. My console is fine and other games work fine. They told me I would need to pay for any repairs since my console is out of warranty. I called to get a refund for the game because Its faulty, not my console. I was on the phone for over an hour, when I asked for a refund, they just took me through all the steps to factory reset my console. They transferred me to another agent that told me he had the same issue with the game and when I asked if all of these steps helped him with the game, he just gave me the run around. I just need a refund for my purchase.

    Business Response

    Date: 09/19/2022

    Re: Case Number: 18028389

    Consumer: *************************

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the abovereferenced Better Business Bureau case number 18028389

    SIE, LLC contacted the consumer and provided a refund.

    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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