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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

  • 6,380 total complaints in the last 3 years.
  • 1,882 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:07/10/2025

    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 not owned a PlayStation since 2023. I went on my bank transaction history today and noticed I have been getting a charge of $20 a month for YEARS now. These are FRAUDULENT CHARGES. I chatted with **** today 7/10/25 at 9:40AM PT.They told me there is nothing they can do to refund me any of the money that they have been STEALING from me for years. It adds up to several hundred dollars. Been going since 2023. I told them that this is 100% not me. Fraudulent charges and I asked to speak with a manager. These associate disconnected the chat and ignored me. I was told by an associate I spoke to once that if the charges are not authorized by me they would be able to refund me. Now they dont want to honor it in this case because it is so much Im assuming. I feel taken advantage of and have been manipulated out of hundreds of dollars. Please help me get a refund.

    Business Response

    Date: 07/10/2025

    Re: BBB Case Number 23581525
    Consumer: ****** *****
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23581525
    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: 07/11/2025

     
    Complaint: 23581525

    I am rejecting this response because:

     

    The matter at hand is still not resolved. **** still has several hundred dollars from me that was fraudulently paid to them.

    I dont understand how a company can withhold money when it clearly was being paid to them without the owners knowledge. It is theft not to return the money. 

    The lady I spoke to was very short. She told me the subscription had been used before. I told her I hadnt had a system since 2023. There is NO WAY it was used past then because there was no access to console. 

    She said I never called, but I had no idea I was being charged for years. I stated I had no clue. I dont understand how I would know when it was unauthorized and not made by me. 

    I did try to empathize with her and see if they would at least return some of it (even though they should give me all) and she would not even talk about it. 

    At the end of the day I am not satisfied as I am still out money that was fraudulently taken from my account. The subscription was being charged to me on a monthly basis and there were NO SERVICES being used, therefore provided to me. I dont get how you can keep money that you didnt provide service for? 

    I am very frustrated and not satisfied with Sonys decision. 


    Sincerely,

    ****** *****

    Business Response

    Date: 07/11/2025

    Re: BBB Case Number 23581525
    Consumer: ****** *****
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23581525
    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:07/10/2025

    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.
    Hello I am contacting because I have issues with a purchase I made for an advertised product that was said to be included with a purchase and I was having error redeeming the code for the items and unfortunately never got help before it had said to expire which it should not have an expiration as it part of the items that I purchased and paid for. So I contact **** and they tell me to send the voucher code and proof of purchase which I provide then they tell me they will not assist me because my proof of purchase isnt good enough for them yet I paid for these items and not to mention they can add the items to my account as well they make the game so it should not be to difficult to give me what I paid for and am entitled to. This is faulty business practices and I would like something done about this.

    Business Response

    Date: 07/10/2025

    Re: BBB Case Number: 23579695
    Consumer: **** ******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23579695

    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:07/09/2025

    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.
    The phone that I had set up 2 factor authentication on died. I don't own a PlayStation(Haven't since PS2) and set my account up on either my computer or phone(can't remember). Because I don't have my old phone, I can't login with 2FA. I tried the customer service chat and they told me there is no way to get me in and that I would need to create a new *** account. I asked if they could disable the old account so I can use my personal email, but they said no. I would really like 2FA disabled on my account so I can set it up on my new phone and log in to my ************ of **************** Chat: 7/9/2025 Reference number: ********

    Business Response

    Date: 07/11/2025

    Re: BBB Case Number 23578710
    Consumer: ******* ******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23578710
    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:07/09/2025

    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.
    Hi, Im trying to get my account deactivated but I have to wait 6 months to do so. Unfortunately, my old PS5 is no longer working, so I cant deactivate it from the console. I need help with this as soon as possiblecan you assist me in deactivating my account or removing the broken console from my device list?

    Business Response

    Date: 07/10/2025

    Re: BBB Case Number 23578604
    Consumer: ***** ******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23578604
    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:07/09/2025

    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.
    Hello so my PlayStation account has gotten hacked months ago and ever since then Ive been trying to recover it in *** support chat. Any time that I try to recover my *** account they say sorry but due to security reasons we cannot make any changes to this account because the guy that hacked my account has made so many changes to it that PlayStation locked the account due to suspicious activity. I have all the proof that Im the owner of the account and Ive been trying to escalate this further but the PlayStation customer support is no help at all. Ive tried everything that I can and idk what to do anymore as I have lost all my hard work and money Ive spent on my account. The *** is IHoodieRoss the first 4 and last 4 digits of the debit card I use to make purchases on the account is 4815 and 8052 and a transaction number for a purchase is *************** and the email that I used on the account before the hacker changed it was **************************** I can provide any other information that is needed.

    Business Response

    Date: 07/10/2025

    Re: BBB Case Number 23578554
    Consumer: Kayden ******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number:23578554
    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:07/09/2025

    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.
    *******************?**************************** Email Address Associated with PSN?Phone: *********************** Playstation Network, I am writing to formally dispute the charge of $143.93 that was auto renewed & processed on my account without my authorization, as well as to address the subsequent suspension of my PlayStation Network (PSN) account.Prior to the renewal, I had expressly opted out of automatic renewal for my subscription. Despite this, **** proceeded to charge my credit card for a full years subscription. As this charge was unauthorized, I rightfully disputed it with my credit card company. Rather than resolving this matter fairly, **** responded by suspending my account, effectively blocking my access to previously purchased content and services I had already paid for.Furthermore, **** has failed to provide basic service for the duration in which my account was suspended. It is unreasonable and unjust for **** to now demand the full annual subscription fee of $143.93 without crediting me for the suspension period or restoring access to my existing digital content.I am requesting the following:Immediate reinstatement of my PSN account at the free/basic tier.Restoration of access to previously purchased games and content.A full reversal of the $143.93 charge, or at minimum, a prorated refund accounting for the time my account was suspended and inaccessible.Written confirmation that my account will not be charged again without explicit consent.If this matter is not resolved promptly and fairly, I am prepared to escalate the issue through the Better Business Bureau, the ************************, and other appropriate consumer protection channels. Including filing for a class-action with other customers that has experience the same issues with PSN. I expect a written response within 10 business days. I can be reached at ******************* or ************.Sincerely,?**** ***** ?PSN ID: Your ********************** Network hughhurtyn

    Business Response

    Date: 07/10/2025

    Re: BBB Case Number 23577565
    Consumer: **** *****
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23577565
    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: 07/11/2025

     
    Complaint: 23577565

    I am rejecting this response because:

    Better Business Bureau
    [Local BBB Address]
    Re: BBB Case Number 23577565
    Consumer: **** *****
    Dear BBB Representative,
    I am writing in response to Sony Interactive Entertainment, LLCs (SIE) recent communication regarding the above-referenced case.
    I respectfully dispute SIEs conclusion that this matter is closed. My complaint remains unresolved for the following reasons:
    I expressly opted out of automatic renewal for my PlayStation account subscription. Despite this, SIE charged me $143.93 without my consent.
    When I disputed this unauthorized charge with my credit card company, rather than simply downgrading my account to the free/basic plan, SIE suspended my account entirely.
    As a result, I lost access to digital content and services I previously purchased and paid for.
    SIE has also failed to account for the period during which my account was suspended and inaccessible, yet they still demand payment for a full years subscription.
    I consider it unfair and unreasonable that SIE refuses to address the following:
    Refund of the unauthorized charge of $143.93, or at minimum a prorated refund for the time my account was suspended and unusable.
    Reinstatement of my PlayStation account at the free/basic level.
    Restoration of access to all digital items and services previously purchased and owned by me.
    Confirmation that my account will not be charged again without my explicit authorization.
    I am seeking the BBBs assistance to facilitate a fair resolution in this matter. I am a paying customer who deserves to have access to previously purchased content and to be protected from unauthorized charges.
    Thank you for your continued attention to this case. I look forward to your guidance on the next steps.
    Sincerely,
    **** *****

    Business Response

    Date: 07/14/2025

    Re: BBB Case Number 23577565
    Consumer: **** *****
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23577565
    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:07/08/2025

    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 sent my PS5 pro in for warranty work as it would not read bluray discs. When I received the PS5 back it was damaged and the disc reader would not work at all.Upon receiving the *** I immediately contacted support, told them it had been damaged and would not read discs. The support member had me send the PS5 pro back. I was just informed that since the PS5 pro was damaged they could not fix it. I did not damage the PS5 pro, it was sent to me in the state I sent it back. The customer support person knew it was damaged as I stated this multiple times and still had me send it in for ***. Now I have a broken PS5 pro, with a voided warranty that has spent more time in the repair facility then at home with me.This is unacceptable and I hope that something can be done to fix this issue.

    Business Response

    Date: 07/11/2025

    Re: BBB Case Number 23572509
    Consumer: ****** *********
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23572509
    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:07/08/2025

    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 own a PS5 and was playing Madden25. As part of the game, one can purchase SP to increase the rating of their player. I made two separate purchases for roughly $36 in total. The points never showed up in my account r. I reached out to ** on three separate occasions. The first was me being advised that I need to wait 48 hours. I did this and no points were received. I called back two weeks later and was told that it is a known issue and they are working to resolve. Continued to wait and no points ever showed up. After waiting another week, I became frustrated I began another charting session. I begged for a refund and was basically advised to continue to wait and that a refund would not be given as it was a known issue. After continuing to beg for my pints, the charting agent disconnected my session. After this, I contacted my bank to get my money back since EA was of no help. I was refunded by *******. On last week, I receive and email saying my account had been suspended and I am unable to play my game that I paid for!!! I had to file an appeal which I did on last night and now I am frustrated and in limbo. My purpose is to report this horrible business practice and to have my account reinstated and no longer suspended. I have all the screen shots from the last session.

    Business Response

    Date: 07/10/2025

    Re: 23566439
    Consumer: ****** ******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number:
    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:07/07/2025

    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.
    i spent 100 dollars on this new **** its says cant use this content your using this on another console and i never had another console actived it wont let me play and it says i cant deactivate i have to six months i just wanna play my game

    Business Response

    Date: 07/10/2025

    Re: BBB Case Number: 23568325
    Consumer: ****** ***********
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23568325

    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:07/07/2025

    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.
    Contacted **** to request them to refund a digital game that there are clear issues - these are widespread and being reported. Consistent crashes, frame rate drops, progress loss etc. It is unplayable in its current state. They refused the refund, and refused to respond to me in a way that was in any way appropriate for handling the situation. Their policy does not allow them to sell faulty games, which this absolutely would be deemed to be.

    Business Response

    Date: 07/10/2025

    Re: BBB Case Number 23568018
    Consumer: **** *********
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23568018
    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: 07/10/2025

     
    Complaint: 23568018

    I am rejecting this response because:

    Zero effort has been made to resolve this by ****, pointing to their own, disgraceful rules that do not protect their customers. They say that they fail to find any instances of the game not working, yet any simple browse of community forums will show the same thing. Custom players, games, consistent error messages all are displayed for many to be seen. Turning a blind eye to it, and the error messages that I have logged will ensure that I move to a competitor that does support their customers when they run into an issue like this, Im sure they are aware of their competitors policies and how they resolve issues like this. I would strongly recommend not considering something closed before I take further action with my financial institution and remove myself from the platform, having used their services for over a decade spending thousands of dollars, only to be treated like my issues do not matter at all to Sony. 

    Sincerely,

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

    Business Response

    Date: 07/11/2025

    Re: BBB Case Number 23568018
    Consumer: **** *********
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23568018
    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: 07/11/2025

    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 - pending them sending the refund which they said can occur within 1-2 months. I reserve my right to raise this complaint with the BBB again if **** fails to make good on its agreement to refund. 

    Sincerely,

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

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

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