Complaints

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.

• Initial Complaint

  Date:07/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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:

  ResolvedMore info

  Complaint statuses

  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 am filing this complaint against Sony Interactive Entertainment for banning my PlayStation Network account (PSN ID: ************** and revoking access to all my purchased digital content, including games and subscriptions, over a single disputed charge of $17.99.On July 5, 2025, my PlayStation Plus Premium subscription renewed. I immediately canceled it the same day and requested a refund. **** denied it using deliberately ambiguous policy language claiming their 14-day refund window doesnt apply to recurring subscriptions. This is deceptive. I hadnt used the service after renewal, and I canceled the moment I saw the charge.I then filed a chargeback through Cash App. In retaliation, **** permanently banned my account and locked me out of all my previously purchased digital content some of which I spent hundreds of dollars on over years of use.The only email **** sent me about my cancellation clearly confirms I canceled on July 5th the same day the charge was made. I received no warning, 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

  Customer Answer

  Date: 07/18/2025

  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,
  ***** ******
  
  

  
  

• Initial Complaint

  Date:07/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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, 2025, my child was playing a video game ******* Playroom) on our **** PlayStation 5, and selected an in-game option to purchase the sequel, a game we already own and is installed on our system. I contacted **** and they refused to issue a refund, stating I had already downloaded the game and violated their refund policy. I checked the downloads section of our PlayStation and the game doesnt show up. I think because my family played the game in the ensuing days, as we OWN A PHYSICAL COPY OF THE GAME, it showed that we had used the product so therefore we were refused a refund. The game cost $90.39 after taxes. I next spoke to a manager and the manager told me the same thing. I tried to escalate further up customer service and was told there was no one higher up that I could speak to, so I reached a dead end with nowhere to go. I attempted to pursue again with the online chat option and reached the same conclusion. I have attached screenshots of that conversation.

  

  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 

   

  Customer Answer

  Date: 07/18/2025

   
  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: 07/18/2025

  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:07/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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:

  ResolvedMore info

  Complaint statuses

  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:

  ResolvedMore info

  Complaint statuses

  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:07/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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,
  
  **** ********

• Initial Complaint

  Date:07/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Attempted to purchase ********************* via my Wishlist on the playstation store, during the transaction process the PS5 froze and I received a PS5 error message stating a "Software error" had occured, and that the Playstation store had to re-launch. After re-launching, I was taken directly to the payment screen where I entered my card information and continued the purchase. At this time, during this process, the game in the cart was changed from ***************** 2026 bundle, to the 2025 versions of this game. At no point in time did I leave the wishlist interface from the playstation store, I pressed square to open the shop from the wishlist interface that has NCAA2026, opted to bundle Madden 2026 from the next screen. I never once opened the playstation store to search **** games, all transactions took place from the interface launched from the wishlist feature.I've tried to go through Support on ****'s website, but because the games automatically downloaded, as I turned my attention to other obligations during the download process, I have been denied refunds. Despite an error occurring during this "software issue" that caused the store to re-launch and place the incorrect games into the in-store cart. If this was a mistake of my own doing I would not be seeking a further escalation in this scenario and would admit fault, and move on, however this is not what has occurred. Since the purchase has taken place, I've been able to follow the exact steps I took during the purchase and without recreating the "software error" there's no feasible way how I could've purchased the wrong games. All I'm seeking is a refund for this purchase, where I will be immediately purchasing the 2026 versions of these games.

  

  Business Response

  Date: 07/11/2025

  Re: BBB Case Number 23586925
  Consumer: ***** *****
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23586925
  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:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 to cancel a preorder for multiple days now. PlayStation's hours of support are 11-8 EST, which is hugely limiting compared to others. It's also absurd that I have to speak to a live agent to cancel an order of something that has yet to be released. Even so, I've tried multiple times on multiple devices. When I attempt it on my phone, I receive a "chat blocked" notification suggesting the self-support page, which, predictably, doesn't allow me to cancel the order. It simply navigates me back to the chat page in an endless loop. When I try on my laptop, I get further, only to receive an error message stating that my issue has been logged and I will be contacted. This is absurd, and I'm shocked it doesn't violate any consumer laws. Canceling an order for something that has yet to be released should be a seamless process. I want PlayStation to cancel my preorder and am seriously considering never preordering from them again, as it is such a hassle to cancel when I change my mind before release.

  

  Business Response

  Date: 07/11/2025

  Re: BBB Case Number 23586446
  Consumer: ********* ********
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23586446
  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: 07/12/2025

  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:07/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Subject: Refund Denial, Account Ban, and System Failures Case #******** I attempted to request a refund for a PlayStation subscription within the 14-day eligibility period. I contacted PlayStation support three separate times, and each time I was told they could not process my request due to system issues and instructed to try again in 24 hours. I have saved screenshots and my case number (********) as proof of my attempts to resolve this through proper channels.With no working resolution available, I had no choice but to request a refund from my payment provider. As a result, **** banned my PlayStation account, even though their own internal systems failed repeatedly and blocked me from receiving support.I am requesting the following:A full refund of the subscription charge Immediate reinstatement of my PSN account Continued access to the subscription service I paid for, as this entire situation was caused by PlayStations technical and support system failures, not any wrongdoing on my part.I have acted in good faith and followed their policies to the letter. I ask that **** take full responsibility for their support failure and resolve this immediately.

  

  Business Response

  Date: 07/11/2025

  Re: BBB Case Number 23586335
  Consumer: ******** ************
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23586335
  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