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Business Profile

Computer Hardware

Sony Interactive Entertainment, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Hardware.

Important information

Complaints

Customer Complaints Summary

  • 6,366 total complaints in the last 3 years.
  • 1,877 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:06/25/2025

    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.
    A couple of months ago, my account was banned permanently, and I was hoping I could appeal my ban. The reason I was banned was that I sent messages to my own account saying I was going to sell my PSN account as a way to ban the account because someone was threatening to steal my account, and I was scared that the following day, my account would end up getting banned. I never had the intent to sell my account or anything like that at all, I just wanted to ban my account in case someone pulled it; that was all. I'm hoping you guys will help me recover my account.

    Business Response

    Date: 06/25/2025


    Re: BBB Case Number: 23515601
    Consumer: ****** ******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23515601
    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:06/25/2025

    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 and someone enabled my account as the primary account on their PS5. I tried to get PlayStation to manually deactivate my account from this PS5 but they said the deactivation can only be done once every 6 months. My account will remain hacked unless they manually deactivate it which they can do.

    Business Response

    Date: 06/25/2025


    Re: BBB Case Number: 23515416
    Consumer: **** *****
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23515416
    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:06/24/2025

    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.
    I am filing this complaint against Sony Interactive Entertainment (PlayStation) for their refusal to delete my PlayStation Network account, which was hacked and compromised after I received an email stating two factor authentication was added to my account without my consent. After discovering the unauthorized access, I contacted PlayStation Support and formally requested that my account be either be recovered or deleted. However, I was told that accounts without any purchase history are not eligible for deletion. This policy was applied even though the account was clearly compromised, and I no longer have control over it.I escalated the issue and cited relevant data privacy laws, including the California Consumer Privacy Act (CCPA) and New York State SHIELD Act, which grant me the right to request the deletion of my personal information. I also informed **** that I was willing to provide government identification to prove my identity. Despite this, PlayStation failed to act, with the various support agents I spoke to dismissing my concerns.I have already filed a complaint with the ******************************************************, but have yet to receive a response.***** refusal to delete a hacked account is not only unethical, it may also be in violation of data protection laws. I am seeking resolution through the BBB because PlayStation Support has failed to address my issue and has zero regard for the protection of my personal information.

    Business Response

    Date: 06/26/2025

    Re: BBB Case Number 23515206
    Consumer: Ting Hin *****
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23515206
    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: 06/26/2025

    To whom it may concern at the 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. Thank you for your assistance. 

    Sincerely,

    Ting Hin ***** (******)

  • Initial Complaint

    Date:06/24/2025

    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.
    My PlayStation Network account with the username Legitk3 was taken from me a few months ago. I am the original owner and still have access to the original email address linked to the account.I have contacted PlayStation Support multiple times and provided everything they requested, including:The original email and the email it was changed to The first and last four digits of the card used on the account Willingness to provide console serial numbers Details about the games and services tied to my account Despite all of this, I received a generic response saying:Kamryn, thank you for the information but due to policy we wont be able to help you.They have refused to escalate or reopen the case, claiming policy or security reasons, without allowing me to actually prove ownership through the information I offered. I have been locked out of my account for months.I am respectfully requesting that this case be reviewed again or escalated to a higher-level support team. I am prepared to verify ownership however necessary. This is my account, and *** invested significant time and money into it. I only want a fair opportunity to recover what is rightfully mine.

    Business Response

    Date: 06/25/2025


    Re: BBB Case Number: 23514991 
    Consumer: Kamryn Agent 
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23514991 

    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:06/24/2025

    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 recently purchased a PS5 Digital Edition while staying in a hotel, but was unable to connect it properly due to hotel Wi-Fi restrictions. I returned that console shortly after and exchanged it for a PS5 Disc Edition.Unfortunately, I forgot to manually deactivate my PSN account from the original Digital PS5 before returning it. Because of this, I am now unable to activate my new PS5 as the primary console due to ****'s six-month cooldown on the "Deactivate All Devices" option.I contacted PlayStation Support, but was told there is no way to override this lock, even though it was a legitimate hardware exchange and I am not engaged in account sharing, abuse, or policy violations.I am requesting a one-time courtesy override of this restriction so I can activate my account on my current PS5 and regain full use of the content Ive already purchased including titles like Black Ops 6, which I already own on my PSN account from my previous PS4.Ive been a loyal PlayStation customer since the PS3 era, and Ive made substantial purchases over the years. I can provide full proof of ownership, including:Bank statements for both consoles and receipt for the ps5 disc + games Game purchases Account history, billing address, and card info tied to my PSN account This is a simple mistake, and the inability to use content Ive legally purchased on my own account and console is frustrating and disheartening especially when Ive made no attempt to exploit the system.All Im asking is to have my new PS5 set as primary, so I can continue using the account and content Ive built over many years without re-buying anything or creating a new profile. also I am doing this from my PC so if you would like bank statement showing the purchase of the console I can or the receipt for the disc version + bank statement for that as well so you can correlate prices and match as well as proof of address my drivers license and my account I can match card info to the physical card etc

    Business Response

    Date: 06/25/2025

    Re: BBB Case Number 23514784
    Consumer: ***** *******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23514784
    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:06/24/2025

    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 got permantly suspended for no reasoning and no explanation and I tried unbanning my self but they gave no reply no answer nothing and took money from me and the account is called ICEINS with two captail i

    Business Response

    Date: 06/25/2025


    Re: BBB Case Number: 23513789
    Consumer: ********* *******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23513789
    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:06/24/2025

    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.
    I purchased the game Minds Eye from the PlayStation Store and requested a refund because the game was buggy, unstable, and did not work properly. Despite playing the game, it was full of crashes, glitches, and performance issues that made it unplayable.I contacted PlayStation support and was told I was not eligible for a refund because I played the game. However, PlayStations own refund policy states that refunds can be issued if the product is faulty, even if downloaded or played.I have a case number (********) related to this issue but my refund request was denied. I am filing this complaint to request a fair resolution and a refund due to the faulty nature of the product

    Business Response

    Date: 06/25/2025


    Re: BBB Case Number: 23513568
    Consumer: ***** *****
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23513568
    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

    Customer Answer

    Date: 06/25/2025

    Subject: Response to Sonys reply Case #********


    Dear BBB Dispute Resolution Team,


    I am not satisfied with Sony Interactive Entertainments response and reject their closure of this complaint.


    Since the launch of Minds Eye, the game has been plagued with severe bugs and lacks the promised features. Despite multiple attempts to obtain a refund, I have received no meaningful assistance.


    Furthermore, it has come to my attention through credible news sources that the developer, Build a Rocket Boy, is undergoing significant layoffs involving over 100 employees shortly after the games troubled release. This situation strongly suggests the product has been effectively abandoned and that ongoing support and fixes are unlikely.


    I have seen multiple reports and community confirmations that other players are being issued refunds for Minds Eye, especially after the developer, Build a **********, announced significant layoffs. This indicates acknowledgment of the games issues and abandonment, supporting my request for a refund.


    Given these circumstances, I request that this complaint remain open and that **** reconsider my refund request.


    Thank you for your attention to this matter.


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


    Business Response

    Date: 06/27/2025

    Re: BBB Case Number 23513568
    Consumer: ***** *****
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23513568
    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:06/24/2025

    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 having an issue logging into my **** account for my **********************. It started on the 20th of June of this year 2025. I tried to contact them to help me reset my password which they would not help me do. They were using foul language and telling me we could not talk to a supervisor and not helping at all and making me lose over 400 games and a bunch of money that I've already paid towards my memberships. I would like them to take an account of what they're doing because I cannot access any of my information. Any of my games that I have played and I can't access anything else on my PlayStation.

    Business Response

    Date: 06/25/2025

    Re: BBB Case Number 23508332
    Consumer: ******* ******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23508332
    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:06/24/2025

    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 October 6th of 2024 I noticed that my PlayStation account Coby had been compromised and I was not able to regain control / access to my account until March 12th of 2025. After regaining access to my account I received multiple messages saying they were going to Ban my account if I did not give up access to my account, after not complying with their demands my account credentials was posted on black market websites, and the individual who gained unauthorized access to my account wrote offensive and inappropriate language, including including swear words and saying my account was for sale on PlayStation Messages which they then reported which ended up to my PlayStation Account being permanently suspended.

    Business Response

    Date: 06/24/2025

    Re: BBB Case 23509986
    Consumer: ***** ******
    Thank you for contacting the PlayStation Support team regarding the above-referenced Better Business Bureau case. 
    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: 06/24/2025

     
    Complaint: 23509986

    I am rejecting this response because: I have already submitted the standard unban appeal through PlayStation Hong Kongs system, but unfortunately, it has not resolved the  issue. The support worker i was given did not understand that the messages that were sent through my account that went against TOS were sent from the individual who gained unauthorized access to my account. The messages in question were sent during the times I have stated in the past  that I  did not have access to my account. I am requesting that **** PlayStation put BBB and myself  in contact with someone who can help this situation. 
    I feel helpless as everything I have tried  to do to reverse the suspension has failed,  even though I did not participate in or approve of the actions that led to the ban. The hacker seemed to know exactly what to do to get my account suspended and I am devastated by the situation. As a loyal PlayStation customer, Ive always enjoyed the service, and Im devastated that this incident is impacting my account. I am kindly asking for your assistance in reviewing the details of my case and considering lifting the suspension. Please help me restore my account, as this has been a really stressful situation for me, and I feel powerless in resolving it on my own.

    Sincerely,

    ***** ******

    Business Response

    Date: 06/27/2025


    Re: BBB Case: 23509986 
    Consumer: ***** ******
    Thank you for contacting the PlayStation Support team regarding the above-referenced Better Business Bureau case. 
    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: 07/01/2025

     
    Complaint: 23509986

    I am rejecting this response: you guys have sent me the same response twice its like you didnt even read my response back to the first email PlayStation sent me. I want them to put my BBB case worker in contact with someone who can help us. The emails PlayStation sent me were just links to support chats that cannot help me. 

    Sincerely,

    ***** ******

  • Initial Complaint

    Date:06/23/2025

    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.
    On 6/19/2025 I purchased a digital voucher/gift card for the **** PlayStation store for $150 as a gift. The person who this gift was for tried redeeming the voucher and it said it was already redeemed and had zero funds. I contacted PlayStation and they basically told me they could not help me. I provided the receipt, the code error, and relative info to my PlayStation account needed and they told me they could not help me. So I am out $150 with no gift card for the intended person. **************** was abysmal and unhelpful. This is actual theft of a customer.

    Business Response

    Date: 06/24/2025

    Re: BBB Case Number 23509645
    Consumer: ***** *******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23509645
    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

    Customer Answer

    Date: 06/25/2025

     
    Complaint: 23509645

    I am rejecting this response because:

    The Phone call I received gave zero explanation as to why you couldnt help, what happened to my voucher code, and you acknowledged being aware of this scam & still continue to sell your gift cards on ****** with no resolution to the customer. The partnership between **** & ****** is clearly monetary with no care in the world of the consumer once the purchase is made. 


    Sincerely,

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

    Business Response

    Date: 06/26/2025


    Re: BBB Case Number: 23509645
    Consumer: ***** *******

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23509645
    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

    Customer Answer

    Date: 06/26/2025

     
    Complaint: 23509645

    I am rejecting this response because:

    I was given no explanation as to why they could not help me. They simply pointed the finger back at Amazon. **** could have looked up where the voucher was used and never offered what happened to it. **** also acknowledged the issue with their vouchers on ****** being stolen in my phone conversation, and still continues to sell to ****** with no resolution to customers. It would be great if **** worked with ****** since they partner in selling to the consumers to find a solution instead of pointing the finger back and forth. I am very disappointed in the lack of sympathy or effort on ***** part to try & resolve this. 


    Sincerely,

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

Sony Interactive Entertainment, LLC is NOT a BBB Accredited Business.

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