Complaints

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.

• Initial Complaint

  Date:07/22/2025

  Type:Service or Repair Issues
  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 had changed cards because their Playstation Store charges a yearly subscription. It still charged to my card and I'm currently between jobs.I called their support to have the charge refunded, but their support does not exist. Their live chat system says no agents are available, puts out the hours of operation as 8am-7pm for business days, but the chat says no chat agents are ever available during those times and the chat closes.I tried calling their phone number, same story, they say they are closed.The result is that you can't get a hold of an actual person to help, ever. There is no way to get assistance for refunds. They just make their support completely unavailable, be it by phone, e-mail, or chat.

  

  Business Response

  Date: 07/24/2025

  Re: BBB Case Number 23635741
  Consumer: ****** ***********
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23635741
  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: 07/24/2025

  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:07/20/2025

  Type:Service or Repair Issues
  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 PLAYSTATION. So i have been trying to find anyway possible for me to submit a request for me to just get listened to and heard. On June 29th 2022 I woke up and was playing my game with friends and he ended up saying what happened to your old account so me. I looked it up and he was able to tell me i was able to get it back. So I did and I contacted PlayStation with the case Number also and im going to provide it, ********, i got my account back ********************** not even 1 day my account is banned. I did not get any emails stating why my account was banned. Im going to show it in a picture in the complaint. But im very innocent anything I got banned for its not true i did not get any chance to touch the game i still have a free name change into my account i have all the proof my email everything. lIIlI-OuNCEx, ****************** Not once did i get notified about anything i was doing in my account. I activated 2 step nothing suspicious was going on i am the only one who touched my account which is why i was able to recover the account.

  

  Business Response

  Date: 07/22/2025

  Re: BBB Case Number 23627311
  Consumer: Tymir Ounce
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23627311
  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: 07/22/2025

   
  Complaint: 23627311
  
  I am rejecting this response because:
  
  Sincerely,
  
  Tymir Ounce

  You guys didnt even read what I said in my passage I never said anything about gaining access I know my email and password my ACCOUNT WAS BANNED FOR NO REASON. THAT IS NOT RIGHT AND THEN WHEN YOU CONTACT PLAYSTATION OR CALL YOU DOMT GET HELP THIS IS INSANE. YOU GO THROUGH MY ACCOUNT YOU SEE NOTHING I JUST GOT MY ACCOUNT BACK.

  

  Business Response

  Date: 07/24/2025

  Re: BBB Case Number 23627331
  Consumer: Tymir Ounce
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23627331
  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: 07/24/2025

   
  Complaint: 23627311
  
  I am rejecting this response because:
  
  Sincerely,
  
  Tymir Ounce

  no I will not take this as an answer you guys target me for no reason I did not even get banned for any reason I was not emailed what i was banned for. This is ridiculous and you guys just let this happen PlayStation please my memories are on the account what am I supposed to do

• Initial Complaint

  Date:07/17/2025

  Type:Service or Repair Issues
  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.

  My playstation account was hacked and the email address on the account was changed. When I spoke to customer support, they said they couldn't help me and disconnected. I tried the online chat support and they just said "due to security concerns, we can not continue with your request." and did not offer any explanation. I have hundreds of dollars worth of games that I can't access and years of work on this account and it's just gone according to them.

  

  Business Response

  Date: 07/23/2025

  Re: BBB Case Number 23617685
  Consumer: ******* **********
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23617685
  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: 07/23/2025

  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:07/17/2025

  Type:Product Issues
  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 received an unauthorized charge from **** (PlayStation 4) for the game: "**** ****** Pro Skater 3+4". This happened today (July 17, 2025) and the amount of the game was $69.99. I contacted **** support and explained to them the situation in hopes to get a refund, as I can't afford to be buying games of this price at the moment. I barely had an opportunity to plead my case, because I was met with an almost immediate denial for a refund. The reasoning was that due to the game having been "downloaded/streamed before asking for a refund". This was completely out of my control, as I did not buy nor approve the purchase of the game. They then reset my billing information and recommended I change my password, which while useful in the future, does not help my current situation. All I'm requesting in this situation is a refund for a purchase I did not make. I have been a loyal customer for **** for years now and have never caused any form of problems in the past.

• Initial Complaint

  Date:07/17/2025

  Type:Service or Repair Issues
  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 am filing this complaint against Sony Interactive Entertainment for banning my PlayStation Network account (PSN ID: ************** and revoking access to all my purchased digital content, including games and subscriptions, over a single disputed charge of $17.99.On July 5, 2025, my PlayStation Plus Premium subscription renewed. I immediately canceled it the same day and requested a refund. **** denied it using deliberately ambiguous policy language claiming their 14-day refund window doesnt apply to recurring subscriptions. This is deceptive. I hadnt used the service after renewal, and I canceled the moment I saw the charge.I then filed a chargeback through Cash App. In retaliation, **** permanently banned my account and locked me out of all my previously purchased digital content some of which I spent hundreds of dollars on over years of use.The only email **** sent me about my cancellation clearly confirms I canceled on July 5th the same day the charge was made. I received no warning, no opportunity to appeal, and no explanation other than being locked out and told they would no longer offer support.Even if Sonys Terms of Service mention bans for chargebacks, a private TOS is not above U.S. consumer protection law. A $17.99 chargeback does not justify the loss of an entire digital library with no recourse. That is an unjust and abusive business practice.***** actions were:Retaliatory Disproportionate Deceptive in their refund policy Unlawful in effect depriving a customer of paid content without due process I am requesting the *** investigate Sonys refund and account ban practices, especially the use of permanent bans as a punishment for chargebacks, even when the customer acts in good faith. Their policy lacks transparency, is clearly designed to trap users, and punishes them for asserting basic refund rights.They can keep the ban up i demand a refund for ALL purchases made and vow to never be a patron TOS isnt law

  

  Business Response

  Date: 07/18/2025

  Re: BBB Case Number 23615354
  Consumer: ***** ******
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23615354
  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: 07/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 

   

  To Whom It May Concern,
  
  
  Thank you for your response regarding BBB Case #********. While I acknowledge that my account has been reinstated and that a temporary resolution has been reached, I want to make it explicitly clear: this reinstatement only satisfies my concerns conditionally.
  
  
  The issue at hand is larger than a one-time chargeback. It speaks to a deeply flawed policy framework that allows Sony Interactive Entertainment (SIE) to tie account suspensions for disputes or refunds to full denial of access to paid digital content. This business practice is not only anti-consumerit may also raise serious ethical and legal questions under evolving consumer protection laws, especially as other global initiatives like the UKs Stop Killing Games movement gain traction.
  
  
  A one-month subscription dispute should never escalate to a full lockout of hundreds of dollars worth of purchases. Games I have already purchased outright should not be held hostage due to a subscription refund or chargeback, especially when ***** own support system is algorithmic, non-nuanced, and designed to deflect rather than resolve consumer concerns.
  
  
  Let me be clear:
  I am accepting this reinstatement only temporarily.

  
   I do not waive my rights as a consumer, just as SIE reserves its rights.

  
   If I am ever locked out of access to my paid content again, I will pursue a full refund of all purchases made on principle and legal grounds.
   I expect SIE to consider policy reformseparating access to purchased games from access to live services (like PS Plus). These should never be treated as one and the same.
  
  
  If a product is paid for, it belongs to the consumer. If access is denied, a refund should be issuedplain and simple. No corporation should be allowed to weaponize policy in order to bypass fair refund rights under the guise of terms of service.
  
  
  Thank you for your time and attention. I hope this marks not just the end of my particular case, but the beginning of a broader conversation about fair digital ownership and consumer protections in the gaming industry.
  
  

  This acceptance does not waive my right to future legal or consumer protection actions. If **** repeats this behaviorlocking me out of paid content over a chargeback or refund disputeI will pursue full reimbursement of all past purchases and escalate this further with my Attorney General and the FTC.
  
  You may have lawyers , instead of asking them ask the ****** in your company - if they would be ok with not really owning their games . Being able to lose access to thousands of dollars of products they bought in an instant . 
  

  We want games you want money , you were an industry leader - we had console wars . Gave you access to millions of living rooms straight to the hearts of the people .

  Dont lose our trust , because  then you lose our wallets

  Consumers deserve respect.
  
  Sincerely,
  ***** ******
  
  

  
  

• Initial Complaint

  Date:07/17/2025

  Type:Product Issues
  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.

  On july 11, 2025, my child was playing a video game ******* Playroom) on our **** PlayStation 5, and selected an in-game option to purchase the sequel, a game we already own and is installed on our system. I contacted **** and they refused to issue a refund, stating I had already downloaded the game and violated their refund policy. I checked the downloads section of our PlayStation and the game doesnt show up. I think because my family played the game in the ensuing days, as we OWN A PHYSICAL COPY OF THE GAME, it showed that we had used the product so therefore we were refused a refund. The game cost $90.39 after taxes. I next spoke to a manager and the manager told me the same thing. I tried to escalate further up customer service and was told there was no one higher up that I could speak to, so I reached a dead end with nowhere to go. I attempted to pursue again with the online chat option and reached the same conclusion. I have attached screenshots of that conversation.

  

  Business Response

  Date: 07/17/2025

  Re: BBB Case Number 23615236
  Consumer: ******* *****
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23615236
  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: 07/18/2025

   
  Complaint: 23615236
  
  I am rejecting this response because:
  
  They have not contacted me further, and no mutual resolution has been made. The only satisfactory resolution would be a full refund.

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

  

  Business Response

  Date: 07/18/2025

  Re: BBB Case Number 23615236
  Consumer: ******* *****
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23615236
  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: 07/18/2025

  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:07/16/2025

  Type:Product Issues
  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 purchased a digital game ***************** Ultimate Ninja Storm Connections) from the PlayStation Store, but the game does not work properly. Ive tried restarting my system multiple times and tried many troubleshooting options, and the issue still persists.I contacted PlayStation customer support and explained the situation. They gave me many troubleshooting options and i did them all then at the end of all those questions they told me the case would be escalated and that I should expect a response within 35 business days. However, I have not received any email or confirmation to even know if the escalation is actually ************ this point, I feel **** is not acting fast enough or providing any real updates, and Im left without a working game or any clear resolution. Im seeking a refund to my psn wallet from **** or proper support to resolve the issue.

  

  Business Response

  Date: 07/17/2025

  Re: BBB Case Number 23609028
  Consumer: Kai *************** you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23609028
  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:07/16/2025

  Type:Service or Repair Issues
  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 allowed my account to be hacked by a outside party because their security is low. I'm not sure how much of my personal information was gathered by this hacker. But I lost all of my merchandise that I purchased from the PlayStation Network when PlayStation attempted to gain access to the account themselves the hacker just deleted the account. They continue to allow hackers and cheaters to use devices to help them win games but they are Banning people for calling out these people. I messaged someone who was hacking and called them out on hacking we got in an argument back and forth and Playstation decided to ban me but they will not take action on the people that are hacking or exploiting. Now I can't play any games that I have paid a large amount of money for because they are claiming that I used hate speech when I did not. Why is PlayStation allowed to lose my personal information and allow my account to be hacked and then they will ban me but allow hackers to run rampant on their Network

  

  Business Response

  Date: 07/17/2025

  Re: BBB Case Number 23605813
  Consumer: ****** *******
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23605813
  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: 07/17/2025

   
  Complaint: 23605813
  
  I am rejecting this response because:

  This merchant should not just be able to just deny an answer or refuse to do anything about this? How can they not be held accountable?  It's ******** that they can just say eh we consider this matter resolved.... goodbye? They created a product and did not protect my security well enough allowing me to lose a lot of money worth of stuff that I bought from them.. then they don't spend enough on cyber security and have a large percentage of people exploiting and cheating in the games making it hard for normal.people to even play!
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 07/18/2025

  Re: BBB Case Number 23605813
  Consumer: ****** *******
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23605813
  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:07/16/2025

  Type:Service or Repair Issues
  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.

  Trying to recover a **** ps5 account that was wrongfully permanently suspended by the name of CantHedge I dont have the email or password because it got took but I have the ** it was made, the console, the card etc. I contacted PlayStation many times but they brush it off without helping Ive spent thousands on it

  

  Business Response

  Date: 07/17/2025

  Re: BBB Case Number 23605534
  Consumer: ******* ********
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23605534
  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: 07/17/2025

  I am rejecting this response because several years ago, my PlayStation account was compromised due to poor security measures and lack of proper support from PlayStation. My card information was leaked, and the person who took my account only needed the first and last four digits of my card to gain full access. At no point was proper verificationsuch as a transaction ID, console serial number, or full card informationrequired. As a result, my account was stolen, the information was changed, and eventually, the account was banned. Even if the account were to be reinstated, I no longer have access to the original email or password, making it impossible to recover without support. This entire situation stems from inadequate protection and an improper support process on ***** part, and Im asking for this to be fully reviewed with proper consideration.
  
  
  
  
  

  

  Business Response

  Date: 07/21/2025

  Re: BBB Case Number 23605534
  Consumer: ******* ********
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23605534
  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: 07/21/2025

   
  Complaint: 23605534
  I completely reject the response from **** because I know without a doubt that I should be getting my account unbanned and recovered. Ive spent thousands of dollars and countless hours on that account, and for them to just let someone take it and get it bannedwithout doing anything to helpis unacceptable. Every time I reach out, they hit me with the same copy-and-paste line like my situation doesnt matter. This isnt just an account, its years of investment, and Im not going to just let it go while they brush it off like it means nothing.
  

• Initial Complaint

  Date:07/15/2025

  Type:Product Issues
  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.

  The playstation account associated with the email ***************** purchased the Cyberpunk base game, thinking that I was purchasing the Ultimate Edition which comes with the expansion Phantom Liberty. Upon booting up Cyberpunk, I discovered that I was unable to use my cross-save, as the cross-save included Phantom Liberty content. I then went to purchase Phantom Liberty, only to discover that I was charged 10 dollars more than had I purchased the Ultimate Edition in the first place, which is what I had intended to do.I am asking for that 10 dollar refund, or else a full refund. When the charge posts to my credit card I will also be disputing the charge there, along with refusing to ever spend another ***** on any **** product, unless this is resolved promptly. The refund policy of **** is criminal, especially in this case, considering I never played the game. The game was opened briefly, only to discover that I could not play the game without overpaying 10 dollars. **** charges 70 dollars for the two together, and 80 for them separately. I am asking to pay the price I intended to pay, that **** charges.I will dispute the charge with my bank, never be a **** customer, and make sure that everyone I know knows about this situation. I will also post reviews on every platform available. This can be resolved with a ten dollar refund. It is absurd that I have to file this complaint to get a reasonable response.This is the support case number: ********

  

  Business Response

  Date: 07/17/2025

  Re: BBB Case Number 23603330
  Consumer: ******* *****
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23603330
  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: 07/17/2025

   
  Complaint: 23603330
  
  I am rejecting this response because:

  they are overcharging without reason. I will never give them another dime. They are losing a high spending customer over 10 dollars. It should not be legal to have two different prices for the same products, bought in slightly different ways but received in identical form.

   

  i have decided that I will not dispute the charge with my bank, and instead stop spending any money with **** forever unless they refund the 10 dollars without making me do additional work. It's not worth the headache

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

  

  Business Response

  Date: 07/21/2025

  Re: BBB Case Number 23603330
  Consumer: ******* *****
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23603330
  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: 07/21/2025

  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,
  
  ******* *****