Business Profile
Computer Hardware
Sony Interactive Entertainment, LLCImportant information
- Customer Complaint:BBB’s business profile for Sony Interactive Entertainment
was created in November 1997. A review of Sony Interactive Entertainment
complaints was completed in June 2025.
For information related to refunds, code of conduct and subscription terms, BBB
encourages consumers to review the Sony Interactive Entertainment Terms and
policy links below:
https://www.playstation.com/legal/cancellation-policy
https://www.playstation.com/en-us/legal/psn-terms-of-service/
https://www.playstation.com/en-us/legal/website-terms-of-use/
Complaints
Customer Complaints Summary
- 6,376 total complaints in the last 3 years.
- 1,880 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/03/2025
Type: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.
Im trying to deactivate all devices on my ps5 but it wont let me. I need to be the only person that has access to my PlayStation account. I spent a lot of money and Im furious.
Business Response
Date: 07/04/2025
Re: BBB Case Number: 23554693
Consumer: ***** *****
Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23554693As 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, LLCInitial Complaint
Date:07/03/2025
Type: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.
I reported a person on *** messages for saying a racial slur to me hoping PlayStation would take action appropriately. The next day i woke up to my PlayStation account suspended for 'offensive content'. I contacted support for the support agent to tell me that I can't make an appeal or even see the exact message which resulted to my suspension. I'm hoping with this complaint, I can at least see the exact message I sent or maybe even revert the suspension.Business Response
Date: 07/04/2025
Re: BBB Case Number 23554565
Consumer: ****** ****
Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23554565
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, LLCInitial Complaint
Date:07/03/2025
Type: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.
I bought a **** PlayStation gift card purchased years ago. The card has no printed expiration date. Nor does it state anywhere on the card that I need to save the receipt to redeem it. When redeeming the card, **** says that it's expired and refuses to let me redeem it without showing them the receipt for the gift card. Attempts to contact **** resulted in them telling me they basically can't do anything for me and I basically lost the value on the gift card that I paid for.Business Response
Date: 07/04/2025
Re: BBB Case Number 23551333
Consumer: **** ***** **
Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23551333
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, LLCCustomer Answer
Date: 07/04/2025
Complaint: 23551333
I am rejecting this response because:
The issue did not get resolved. I'll continue to escalate here and also file a complaint with my state's consumer protection department as well as the federal one.Sincerely,
**** ***** **Business Response
Date: 07/10/2025
Re: BBB Case Number 23551333
Consumer: **** ***** **
Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23551333
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, LLCCustomer Answer
Date: 07/10/2025
Complaint: 23551333
I am rejecting this response because **** refuses to resolve the issue. They can't tell me why they expired a gift card I bought that has no expiration printed anywhere on it and continue to refuse to honor it.
Sincerely,
**** ***** **Initial Complaint
Date:07/03/2025
Type: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.
PlayStation network has customizable profile avatars that are purchasable back since the console PS3. They have always been compatible up to the newer consoles and they all of a sudden disappeared off of my PS4, PS5, and PS App. I have tried to see if this can be resolved as this is an issue happening to many other people and there is no fix to it that they can give. Now my avatars that I purchased on PS3 have just disappeared from my PS4, PS5, and PS App and I do not think this is okay as I have spent a lot of money on product and it is not working correctly and I believe it should be fixed. They say the PS3 is considered a vintage console so they no longer offer support for it, but its not an issue with the PS3, its with the PS4, PS5, and PS App as they are not showing up to be used as they have always been able to be used. Nowhere on the avatar description in the PS3 store does it say that the avatars are no longer compatible. They also still offer services to play PS3 games through the advanced tiers of PlayStation plus so it does not make any sense that they are saying this issue cannot be resolved. Products I paid money for are not working correctly I would really appreciate for my avatars to be working correctly again.Business Response
Date: 07/03/2025
Re: BBB Case 23551820
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, LLCCustomer Answer
Date: 07/03/2025
Complaint: 23551820
I am rejecting this response because: my account is from the US region. I never even gave any account details for my PlayStation account. My account on ********************** that this complaint is for is MEGALODON805. I provided a screenshot of my profile for reference if there is any confusion.
Sincerely,
******* ********Business Response
Date: 07/10/2025
Re: BBB Case Number 23551820
Consumer: ******* ********
Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23551820
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, LLCInitial Complaint
Date:07/02/2025
Type: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 thought I turned off auto renew for ************* and they charged me regardless for the amount of ***** and.when I contacted customer support they refused my rounds further when I said I'd speak to my bank they threatened to suspend my account.Business Response
Date: 07/03/2025
Re: BBB Case Number 23551168
Consumer: ***** ***
Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23551168
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, LLCCustomer Answer
Date: 07/03/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ***Initial Complaint
Date:07/02/2025
Type: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.
Bought this product for $106.99 from **** ***************** (wasnt listed on here but is a branch of **** entertainment) along with many others who did. This company did a mass ban of people with no warning to loyal customers. They have a very bad issue with the product that they cannot fix themselves, so since they cannot fix it, they decided to punish everyone who ran into the issue. I have contacted them and they gave me an automated response and nothing was remotely resolved. I asked for a refund and that wasnt even brought up in the dispute. Im looking for a resolution, whether that be getting the product back or getting a refund for the product. Thank you.Business Response
Date: 07/03/2025
Re: BBB Case Number: 23550643
Consumer: ****** ******
Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23550643As 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, LLCInitial Complaint
Date:07/02/2025
Type: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.
I was deeply mislead about the product thinking it would be for single players unfortunately and Ive been trying to get a refund buts its almost impossible to getBusiness Response
Date: 07/03/2025
Re: BBB Case Number 23550179
Consumer: Jvonte *******
Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23550179
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, LLCInitial Complaint
Date:07/02/2025
Type: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.
Apparently my sons PlayStation console was banned but we have never been notified as to why. This is not right. I have called and talked to multiple people and was treated very rudely. I paid $500 and this was his Christmas present and now he cannot use it and we have no idea why. I think it is only fair that we be told why it is banned and be given the opportunity to appeal if there was some kind of mistake.Business Response
Date: 07/03/2025
Re: BBB Case Number 23550065
Consumer: ****** *****
Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23550065
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, LLCCustomer Answer
Date: 07/03/2025
Complaint: 23550065
I am rejecting this response because: **** and PlayStation have yet to identify what was done that was a violation of the Terms of Service. I have again reviewed the Terms and do not agree that there was a violation. If they cannot identify the violation then one did not occur. If they are placing a ban on a paying customer the customer should be notified why.
Sincerely,
****** *****Business Response
Date: 07/10/2025
Re: 23550065
Consumer: ****** *****
Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23550065
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, LLCCustomer Answer
Date: 07/10/2025
Complaint: 23550065
I am rejecting this response because: ****/Playstation has not provided the reason my PlayStation console is banned. I paid for this console and was NEVER provided a reason for the ban. If they do not provide the reason, how do I know it is even legit? They could just go and ban consoles and accounts for no reason at all. At least tell me why and provide the opportunity for me to look into it. Its not ethically right that I paid $500 for this game that now cannot even be used. **** and PlayStation are falsely banning people without providing a reason.
Sincerely,
****** *****Initial Complaint
Date:07/02/2025
Type: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.
On Friday June 27th I purchased black ops 6 on the PlayStation store. Along with their required pass to play the game online. They make that mandatory. After about an hour of gameplay, maybe more my PlayStation dies. Shuts down. When I turn it back on, the screen is black and won't change. I tried every HDMI I have. And tried turning it on into safe mode to see if I could get anything different. I did not. For over the past year I had been dealing with issues with my ps6. It's my 3 or 4 PS5 and all have needed warranty repair. I didn't however send this one in for repair. For the past year, I have not been able to use my hdr feature of my PS5 because it makes the home screen all pixilated. Didn't affect the games tho. However I switched to Xbox in anticipation of sending my PS5 in for warranty which I would ultimately never do. I haven't used my ps5 in over a year and after an hour or two of black ops 6, the pixilation affecting the game now, my PS5 died. I was told I could not have a refund because the game was fine and I had downloaded it. But the game was already downloaded before I purchased the game. Making it unable for a refund the moment I purchased it and thus being a scam and very unfair practice to the consumer. This voids any contract that they made up saying they can't/won't give me a refund. My PlayStation 5 quit working at most 2 hours after purchasing and they refuse a refund. Every brick and mortar store would refund with receipt and I clearly have the receipt it was emailed to me. I need a refund for ***** my ***** plus wa tax. And my ***** plus wa tax for the mandatory fee to play it online. And they need to put for a business plan ans timeline for how they are going to correct this anti-consumer practiceBusiness Response
Date: 07/03/2025
Re: BBB Case Number 23549881
Consumer: ***** *****
Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23549881
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, LLCInitial Complaint
Date:07/02/2025
Type: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.
Dear Sony Interactive Entertainment Support,I am writing to formally raise a dispute and request assistance regarding repeated security breaches on my PlayStation ********** account has been compromised multiple times over the past year. Each incident involved unauthorized access, during which I was subjected to online harassment and inappropriate messages through the PlayStation Network. These experiences had a serious emotional impact on me and contributed to a period of severe stress and depression, for which I sought professional therapy.Due to the emotional toll and safety concerns, I stepped away from gaming entirely to focus on my mental health. I have recently completed my therapy and am ready to return to the PlayStation community, which has long been a source of comfort and connection for **** am reaching out now with the hope of restoring my account, ensuring it is secure moving forward, and requesting a full review of the prior unauthorized activity. I would appreciate any assistance in recovering my original account or information on how to proceed if a new account is required under these circumstances.Please let me know what steps I need to take to resolve this matter and return to a safe, enjoyable PlayStation experience.Thank you for your time and understanding.Sincerely,******* ***** Online ID: llIIlIlIIlIlII Contact Info: *************************Business Response
Date: 07/03/2025
Re: BBB Case Number 23547561
Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23547561
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
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