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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

  • 6,377 total complaints in the last 3 years.
  • 1,880 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:07/06/2025

    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.
    Users across the PlayStation Network are reporting loss of access to purchased digital contentspecifically Avatars. Although these Avatars are still being sold across PlayStation platforms, many users are unable to use or access them after purchase. This raises concerns about the reliability and transparency of digital content ownership on ***. **** must address why purchased Avatars are no longer available to some users and take immediate action to restore access or issue appropriate refunds. If the issue cannot be resolved/content restored, a full refund for a lost content must be issued as content was lost due to a PSN network or system fault. No terms or conditions have been violated on my behalf. **Premium avatars dropped from 901 to 637A 294 loss in premium avatars**

    Business Response

    Date: 07/10/2025

    Re: BBB Case Number: 23555341
    Consumer: ******** *****
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23555341

    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:07/06/2025

    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 already dealt with this for the 4th time and I'm really getting upset. My account on ********************** has been hacked for a 4th time. I have done every single security measures PlayStation has advised me to do and it seems like their security is scarily faulty. I need serious help to recover my account back for a fourth time. I can't understand how their security measures are so faulty that I've gotten randomly hacked 4 times. I need something to be fixed seriously. Whoever this hacker is, has even been exploiting their PlayStation support. As provided by the emails below, somebody went to their support page and lied about being me. I'm getting tired of their security. And they need to fix something. I am someone who puts nothing out on the Internet. I hope this can be resolved fix. I don't know if the man will charge the card on my PlayStation and I'm worried.

    Customer Answer

    Date: 07/07/2025

    So to clarify more, my account on ********************** " InochiSukuu00" was hacked on July 3rd. I had emails showing that the hacker was changing things with my account. The images below show that this hacker has exploited agents in order to get information to change my account to some email to his. Now that other email provided, that is the hacker trying to contact me asking if I want my account back. He said ****** ****** because thats my mother's name and she was the first ****** whoever linked an email to my PlayStation many many years ago. For a long time now I use my own emails. My phone number is **********. I've tried to call PlayStation to get someone to help but all their calls are automated. I'm hoping I can speak with a PlayStation ****** so I can explain more to them over the phone and hopefully get my account. The other previous hacks occured around last year. I have done the security measures the agents provide but it always seems not to matter as their support agents have been exploited into giving my info to the hacker.

    Business Response

    Date: 07/09/2025

    Re: BBB Case Number 23554854
    Consumer: ***** *******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23554854
    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:07/06/2025

    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.
    Somebody got access to my ps account and I cant deactivate ps5 because I must wait six months even though when I tried it did not deactivate any console

    Business Response

    Date: 07/07/2025

    Re: BBB Case Number:23562018
    Consumer: **** *********
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: As this consumer has not contacted customer support, they were referred to our chat support for further assistance? 
    Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved.? 

    SIE Consumer Services? 
    Sony Interactive Entertainment, LLC 

     


  • Initial Complaint

    Date:07/05/2025

    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.
    Playstation is allowing random people to file false report to get their customer chat banned and this is not appropriate. I was told I violated code of conduct which was not true as a random person came in the chat saying that they were getting people banned purposely and playstation allowed this to happen. I tried to chat with a representative who asked me for my full card number of my last transaction and I refuse to give it to him as I felt like this was not appropriate. I eventually verified my account and he stated he could not assist and disconnected the chat. I find it difficult to enjoy a game with friends and not be able to chat with them. I am to a point where I am looking to cancel my PSN account and go to a different gaming console as this has become ridiculous.

    Business Response

    Date: 07/07/2025

    Re: BBB Case Number 23559972
    Consumer: **** ********
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23559972
    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:07/05/2025

    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 Nephew who was visiting for July 4th weekend purchased a game on my account I did not authorize. **** says since the game was downloaded, they refuse to refund my money under the Unauthorized purchase eligibility. Even though as soon as I found out I deleted the game. When, in fact, it was unauthorized. This policy fits in line with a long standing anti consumer policy **** has. A quick search online will tell you all you need to know about their long standing refusal to refund consumer funds under any circumstance. When contacted they will use any and every excuse to decline a refund

    Business Response

    Date: 07/07/2025

    Re: BBB Case Number 23559486
    Consumer: **** ******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23559486
    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:07/05/2025

    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.
    Playstation banned me for no reason. There's no chat logs that I know of that have any bad stuff in them. I'm banned for a week on my playstation network account. If needed here's my psn email: ********************************** actual psn username: xspo0klyxx_

    Business Response

    Date: 07/07/2025

    Re: BBB Case Number: 23558513
    Consumer: ******* ******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: As this consumer has not contacted customer support, they were referred to our chat support for further assistance? 
    Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved.? 

    SIE Consumer Services? 
    Sony Interactive Entertainment, LLC 

  • Initial Complaint

    Date:07/04/2025

    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.
    I was unaware that my PS Premium subscription would automatically renew on March 30, 2025. I had planned on waiting to renew the subscription when it was cheaper, when there was a deal a few months later. When I first saw the charge, I called my bank for an unauthorized charge. Playstation locked my PS Premium account when the bank refunded my deduction. I was without the service for several months. When I worked with ** to reactivate my account, they charged me for the whole time, despite not having the service for several months. I wish for **** to credit my subscription for several months so that I actually receive 12 months of service, since that is what I paid for. I also seek that the company gives me the 12 month subscription at the discounted rate ($100) because that is when I was waiting to renew under that deal.

    Business Response

    Date: 07/07/2025

    Re: BBB Case Number 23557953
    Consumer: ******* ****
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23557953
    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: 07/07/2025

     
    Complaint: 23557953

    I am rejecting this response because:  the business did not make any attempts to address the issue or return money for services not received.  

    Sincerely,

    ******* ****

    Business Response

    Date: 07/10/2025

    Re: BBB Case Number 23557953
    Consumer: ******* ****
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23557953
    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: 23557953

    I am rejecting this response because:  

    **** representative claims that their massively successful corporation is incapable of addressing/resolving the issue.  No resolution was provided, nor, was there any attempt to provide customer satisfaction.  The corporate representative basically said we are charging you for 12 months of service, despite only receiving 9 months of service.
    Also, **** representative refused to call back at a more convenient time, which made the discussion difficult.


    Sincerely,

    ******* ****

  • Initial Complaint

    Date:07/04/2025

    Type:Customer Service 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.
    Dear Sony Interactive Entertainment Support Team,I hope this message finds you well. I am writing to formally dispute the ongoing issues I have experienced with my PlayStation account, which has been compromised multiple times. Unfortunately, this situation has caused significant distress and affected my mental well-being.Over the past several months, my account has been hacked on more than one occasion, leading to unauthorized access and changes to my personal information. As a result, I experienced a great deal of frustration, anxiety, and harassment from unknown individuals who gained access to my account. This persistent issue negatively impacted my emotional health to the point where I felt overwhelmed and sought professional help. I attended therapy sessions to address the mental toll this situation had on me, and after a period of working through these challenges, I am now in a healthier state of mind and no longer in therapy.I am now ready and eager to return to the PlayStation community and resume my gaming experience. However, I request that my account be reviewed and restored to its original state, ensuring my personal information and purchase history are intact. Additionally, I would appreciate any additional steps that can be taken to prevent further unauthorized access to my account.Please let me know if you require any further details to assist in resolving this matter. I look forward to your prompt response and assistance in helping me regain access to my PlayStation account.Thank you for your understanding and support.Sincerely,******* ******* Online ID: Exuveri Contact Email: **************************

    Business Response

    Date: 07/07/2025

    Re: BBB Case Number:23557642
    Consumer: ******* *******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: As this consumer has not contacted customer support, they were referred to our chat support for further assistance? 
    Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved.? 

    SIE Consumer Services? 
    Sony Interactive Entertainment, LLC 

  • Initial Complaint

    Date:07/04/2025

    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.
    On October 14th, 2024, my **** account was compromised by someone without my permission. I noticed strange activity and immediately took steps to recover the account. After regaining access, I discovered that not only had the person who hacked me done serious damage, but they had also managed to get both my account and my ********************** console permanently banned. It was shocking and frustrating to see that my account, which Ive had for years, was suddenly unusable due to someone elses actions.Right after realizing the bans were in place, I contacted **** Support hoping for help. They instructed me to submit an appeal regarding the suspension, which I did promptly. I waited patiently for a response, expecting that **** would understand the situation once they saw the appeal and any evidence I could provide. However, weeks passed without any reply. I kept checking for updates, but there was nothingnot even a confirmation that someone was reviewing the case.After more than a month of silence, I reached out to **** Support again, hoping for some answers. To my disappointment, they told me there was nothing they could do. I was completely shocked. Ive been a loyal **** customer since 2006, spending years building up my digital library, friendships, and progress across multiple PlayStation consoles. To be dismissed without a resolution after being hacked felt like a betrayal. I didnt expect this kind of treatment from a company *** supported for nearly two decades.All Im asking is for a fair resolution. I did not violate any rules, and I was the victim of a cyberattack. Ive always played by the rules, paid for every game and subscription, and supported the PlayStation platform through thick and thin. I dont think its right for my account and console to remain banned when I was the one who was harmed. I sincerely hope **** reconsiders and helps restore access to the account and console Ive invested in for so long.

    Business Response

    Date: 07/07/2025

    Re: BBB Case Number 23557483
    Consumer: ***** *****
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23557483
    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:07/04/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a PlayStation 5 on June 27th, 2025. I've been a customer of ********************** since 2014, when I bought my PlayStation 4. I made an account on ********************** Network in 2014, and have been buying games on that account ever since then. I don't have an exact number, but I've spent hundreds if not thousands on games and subscriptions through that account since 2014. Long story short, I can't login to that account on my PS5, because I don't have access to the old email address I used in 2014 to open the account. When I contacted PlayStation support about this, they said they would change my email to a new one, however, I never received their correspondence. I went through this process multiple times, until the account was somehow locked and now I cannot attempt to login anymore. It even logged me out on my old PS4 and it says to contact PlayStation support for account recovery. When I call their support number, they direct me to a automated answering machine that tells me to go online for support and then hangs up on me. When I do manage to get a human on the phone, they tell me the same thing and hang up! When I use the online chat support tool, they now say that they cannot recover my account anymore and recommend that I open a new account.I honestly can get over loosing the games I've bought on the account, and opening a new one. But the main problem is that I am still paying for a PlayStation Plus subscription service on the account and I can't login to cancel it. PlayStation support recommended that I just cancel my debit card! I can't believe that they would be willing to charge an account that is locked, and cannot be used. From what I find online, many people have this same issue, and PlayStation rarely helps with account *********** this point I just want someone from PlayStation to reach out to me and fix the problem. It's not complicated. Just switch the email address associated with an account. Any other company would have this solved in a day.

    Business Response

    Date: 07/07/2025

    Re: BBB Case Number 23556742
    Consumer: ******** ******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23556742
    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: 07/07/2025

    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,

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

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

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