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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

  • 6,374 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:07/02/2025

    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 May 5th, 2025, PlayStation permanently suspended my online account due to conduct of mine that breached their terms and conditions. For one, I have no evidence of what they based their suspensions of my account on, **** ********************** only tells, they dont show what they based their discipline on. Now being a PlayStation Network user for almost two decades, I took responsibility due to my rebuttals to gamers online who would cheat the game I was competing in.This was reported on three separate occasions and my discussions in the direct messages involved in this influenced me getting suspended indefinitely, even though there was no malice on my part nor was I was trying to be objective to ***** conditions. Now, since I have been banned permanently, Playstation has run off with the money I spent on online purchases and since I have no online privileges indefinitely, I am not able to use digital purchases that I spent hard-earned money on. That is unfair and I want to get this solved.

    Business Response

    Date: 07/02/2025

    Re: BBB Case Number 23547011
    Consumer: ***** *******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23547011
    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:07/02/2025

    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.
    Today July 1st 2025 I went to get on my PlayStation 5 to play a friend on the game when I noticed the game I was trying to play wasnt available I thought this was weird because only time this ever happens is when your account is suspended. So I checked my notifications and found a notification where I reported SOMEONE not that I was reported and that that person violated the policy I continued to try to start a party when I noticed MY account was suspended so I called PlayStation to try and get this fixed cause I did nothing wrong but report a player for violating policy. While on the phone with ***** from PlayStation at 6:00 pm eastern time he looks sees Im suspended which I already knew but tells me they cant over turn it when trying to get ***** to send me to a supervisor he refused and quickly hung up the phone. So at this point I want my PlayStation account unsuspended because I done nothing wrong and now I want ***** fired for poor customer service seeing he wouldnt even give me his ID and just hung up and if you guys dont want to un-suspened my account then I need a refund for my ps5, all the games I have purchased and every dollar I ever pored into this company cause at this point I feel like I have been targeted and that they are being prejudice against me.

    Business Response

    Date: 07/03/2025

    Re: BBB Case Number 23545054
    Consumer: ***** ***
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23545054
    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: 07/03/2025

    the business has sent me a email claiming the suspension was legit but I completely reject that cause I dont understand how Im the person that reported the other player and at no point did I say anything offensive to anyone but simply repeated what someone else had said as well as this is a violation of my constitutional rights of freedom of speech 
    Complaint: 23545054

    I am rejecting this response because:

    Sincerely,

    ***** ***

    Business Response

    Date: 07/04/2025

    Re: BBB Case Number 23545054
    Consumer: ***** ***
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23545054
    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: 07/08/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I only accept this due to the fact the suspension is lifted after sitting for the entire time.

    Sincerely,

    ***** ***

  • Initial Complaint

    Date:07/01/2025

    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.
    Im trying to recover my PlayStation account (PSN ID: *********** but forgot the original email used years ago. I recently reactivated the account by paying $26.99 in PlayStation voucher codes.Ive asked for help recovering access by verifying my ID, PSN ID, serial number, and past purchases, but ********************** Support refuses to help unless I provide the old card number which I no longer have.I asked to escalate, and a phone *** hung up on me. Ive spent hundreds of dollars on this account and just want access to what I paid for.Reference number: ******** Im asking for someone in account recovery or escalation to assist me in recovering or updating the email tied to the account so I can log in.I want **** to help me recover or update the email so I can log in. Im willing to verify identity using my gamer tag and my recent reference number ********. I just want access to the account I paid for.But I purchased call of duty black ops, call of duty Cold War, gta v, destany 2, Fortnite, call of duty modern warfare,mortal kombat, Minecraft, and much more plz help me last log in was over a year ago I also can name my friends on my account fetty_man frogmansamski saint_genesis gibberishboy07

    Business Response

    Date: 07/03/2025

    Re: BBB Case Number 23545776
    Consumer: ******* ******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23545776
    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:07/01/2025

    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.
    My Playstation account was hacked and I can no longer access the 18 years worth of games I purchased. Both the online chat and phone service staff are telling me they cannot solve this problem. Every time I have contacted this company about this issue they have been rude, treated me like I was the criminal, and hung up or disconnected the conversation. This is completely unacceptable and I want my account to be returned to me or a refund for all games purchased.

    Business Response

    Date: 07/02/2025

    Re: BBB Case Number 23545174
    Consumer: *********** ******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23545174
    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: 07/02/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:07/01/2025

    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.
    I was charged ****** for Smite 2 paid content on my PlayStation account on 6/30/2025, but I did not authorize or intend this purchase. I believe it may have been triggered by a faulty controller input while the game was running.I contacted **** via their support chat to request a refund, but my request was denied. I have not used the in-game currency, and I am being left without a remedy. If I dispute the charge with my bank, ***** policy indicates they may permanently suspend my account, which holds hundreds of dollars worth of legally purchased digital content.This policy puts consumers in a difficult position where they are punished for attempting to protect themselves from accidental charges. I am requesting a refund for the charge or at least a credit to my PlayStation account, and I want to avoid having to escalate further.

    Business Response

    Date: 07/03/2025

    Re: BBB Case Number 23544680
    Consumer: ****** ****
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23544680
    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: 07/03/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ****** ****

  • Initial Complaint

    Date:07/01/2025

    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.
    A game I bought called ************* doesnt work and they refused to give me a refund

    Business Response

    Date: 07/03/2025

    Re: BBB Case Number 23544292
    Consumer: *********** ******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23544292
    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: 07/03/2025

    Better Business Bureau:

    I still think that digital sellers should be held to the same standards as physical sellers for products that cant be used. Meaning they have to provide a refund in the first 7 days of purchase. But they finally agreed to give me a refund and Im somewhat happy about that.

    If you know of how I can try to get this actually passed as a real policy all digital sellers have to follow, please contact me at *********************** or **************. Thanks!

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:07/01/2025

    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.
    My playstation account has been compromised, there's an unauthorized user using console sharing on my account, this is not authorized nor do I know who it is, this is a concern of my security and privacy since there are payment methods on the account. I have already attempted to deactivate it remotely however I need to wait a 6 month period and playstation support is not willing to help out either this is a breach of my privacy and security rights.

    Business Response

    Date: 07/03/2025

    Re: BBB Case Number 23541658
    Consumer: ***** *****
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23541658
    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:07/01/2025

    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 bought Call of Duty: Black Ops 6 digitally from the PlayStation Store on June 28, 2025. I wasnt clearly told that most of the game (Multiplayer and Zombies) would be locked unless I also pay for a separate PlayStation Plus subscription. The campaign also requires an always-online internet connection, which wasnt disclosed until after *********** 13 years old and used my own money. Once I downloaded the game, Sonys system blocked me from getting a refund even though the product doesnt function as expected. Their chatbot refund system doesnt connect you to a human, and its designed to reject every request **************** asking for either a full refund or PlayStation Store credit. I believe the purchase experience was misleading and unfair, especially for younger users.

    Business Response

    Date: 07/03/2025

    Re: BBB Case Number:2359901
    Consumer: **** ******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 2359901

    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

    Customer Answer

    Date: 07/03/2025

    I reject this response.

    I already attempted to use Sonys chat support system, and it automatically denied my refund request without allowing me to speak to a real person. This is part of the complaint ***** refund system is broken and designed to block consumers from reaching actual support.

    I am 13 years old. I used my own money to buy a game that was misleading in how it was advertised. I did contact support, and the process failed me. This response ignores the issue completely.

    I am asking again for a full refund or PlayStation Store credit. If **** refuses to help through BBB, I will escalate this through other agencies and platforms. I have already filed an FTC report, and I will not let this slide.

     

    Sincerely,

    **** ******

    Business Response

    Date: 07/04/2025

    Re: BBB Case Number 23539901
    Consumer: **** ******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23539901
    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:07/01/2025

    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.
    We purchased a downloadable game. When we downloaded it we realized we purchased the wrong one, we bought the one for VR and we needed VR2. We tried to return it so we could purchase the right one. We waited on chat for 3 hours only to be cut off before we could ask. Then I called today and was on hold for an hour only to be told that since we downloaded it we could not get a refund. That is tantamount to stealing. We didn't realize we bought the wrong game until we tried it and found we had the wrong version. We cannot play it. We tried to return it so we could buy the correct version.

    Business Response

    Date: 07/03/2025

    Re: BBB Case Number 23544108
    Consumer: **** *******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23544108
    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:07/01/2025

    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.
    Date of transaction: October 15, 2024 Amount paid: $38.33 USD Product: Payday 3 (PS5, Digital Purchase via PlayStation Store)I purchased Payday 3 digitally from the PlayStation Store on October 15, 2024, for $38.33. Upon launching the game, the tutorial was critically bugged and could not be completed, which prevented any progress or gameplay. My total playtime is recorded at only ************************************************************************* redownloaded it since.***** refund policy states that games may be eligible for a refund even outside the 14-day window if the product is defective. I submitted a refund request on those grounds and explained that the tutorial was broken on first use. **** denied the request, stating the faulty product exception only applies when the defect is widespread or acknowledged by the developer.- However, Payday 3 was widely known to be broken on console during and well after launch:Developers at ********** publicly apologized and acknowledged the games poor performance across platforms.- Players and media described the launch as "unplayable" due to critical bugs, server issues, matchmaking failures, and stability problems, many of which remained unresolved into late 2024.- Major outlets like ***, Gamespot, and user reviews confirmed these issues were affecting a large portion of the player base.I received no meaningful value from the transaction and made no further use of the product.I have never refunded an item from PlayStation since creating my account years ago, until now - as I now have a game in my library that I will never play. I've had to reach out to Starbreeze separately, in hopes of acquiring written acknowledgement of known issues in the timeframe. PlayStation Support Case: #******** Desired outcome: A full refund of $38.33 USD, and ideally, a goodwill credit to account for the time and frustration caused by the unnecessary dispute over a clearly defective product.

    Business Response

    Date: 07/02/2025

    Re: BBB Case Number 23542602
    Consumer: ******* *****
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23542602
    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: 07/02/2025

     
    Complaint: 23542602

    I am rejecting this response because: 

    No resolution was made, nor any effort for a resolution. No good faith, nor good-will effort made or shown. 

    Been a user of ********************** services for years (subscriptions, many games, etc), yet a refund for a single digital asset (at the time of which, was broken) cannot be given? 

    Sincerely,

    B.M. 

    Business Response

    Date: 07/04/2025

    Re: BBB Case Number 23542602
    Consumer: ******* *****
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23542602
    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

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

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