We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

  • 6,366 total complaints in the last 3 years.
  • 1,877 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:07/30/2022

    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 ordered a pre order edition game (dragon quest echoes of an elusive age digital edition of light) and due to legal issues it was pulled from store without notice or refund and I'm unable to get either due to complete removal of all relevant data on they're end while I've documented each step from purchase to it's removal.

    Business Response

    Date: 08/09/2022

    Re: Case Number: 17647302

    Consumer: *************************

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number 17647302


    SIE, LLC left the consumer three voicemails and three emails with my direct phone number.  The consumer has not responded.


    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:07/30/2022

    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.
    The issue started when I was charged 400 for something I didn't order. After that my account was blocked and I been trying to recover it. I have reached out to playstation a few times and they refuse to unlock stating I need the serial number of the original ********************** which I opened my account with I no longer have. I have offered playstation to send a picture of my ID or information to unlock the account and all they say is to open a new account t which I don't was to do because of all the games I have. I am willing to provide any inform that I can to get access to my account. As a resolution I would like for playstation to unlock my account.

    Business Response

    Date: 08/02/2022

    August 2, 2022


    Re: Case No. ********

    Consumer:*****************************


    Thank you for contacting Sony Interactive Entertainment, LLC (SIE) regarding the above-referenced Better Business Bureau case# ********.  

    SIE, LLC contacted the consumer and provided a resolution. 

     
    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: 08/05/2022

    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:07/29/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello, On Friday July 22nd, 2022 I contacted PlayStation support via chat, to explain that an authorized account was linked to my primary email address of ****************** During the chat, I also explained that my actual PlayStation account is under my other email of ************************ and the online ID is ********. Then, I was promised an email would be sent to confirm I am the email owner and they would disassociate ***************** with the unauthorized account. Please refer to attachments Pic 1, Pic 2 and Pic 3 for this specific instance.On Monday July 25th, 2022 I received an email at ************************ saying my sign-in ID with ********************** was changed and I noticed that I was unable to login to my PlayStation Account. I contacted PlayStation again and was told that the account was deactivated however, they would reactivate it and I would receive an email in 24 - 72 business hours that will prompt me to change my password. Please refer to attachments Pic 4 and Pic 5 for this specific instance. On Friday, July 29th, 2022 I contacted PlayStation via chat again as no email was sent. After collecting my information, the agent said the issue was escalated and there was nothing more he could do. Please refer to attachments Pic 6, Pic 7 and Pic 8 for this specific instance. I have been a loyal PlayStation customer for many years and this type of service is unacceptable. In addition to chat, I also tried contacting them via ******* and phone, as per their instructions on their website for account breeches and have not received a single reply or was not connected due to high caller volume, respectively. Overall, I want my NotJim88 account that is registered with ************************ reactivated and the fraudulent account registered with ***************** deactivated and an apology from PlayStation for this awful treatment and failure of oversight that should never have happened in the first place. Thank you.Sincerely,***********************

    Business Response

    Date: 08/01/2022

    Re: Case No. ********

    Consumer: ***********************************

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE) regarding the above-reference Better Business Bureau case# ********.

    Per BBB case #********, SIE, LLC,contacted the consumer and provided a resolution on 8/01/2022.

    Please note that this response is not an admission or a waiver of any rights that SIE, LLC may have at law or in equity, all of which are expressly reserved.

    Consumer Services

    Sony Interactive Entertainment, LLC

  • Initial Complaint

    Date:07/29/2022

    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.
    Good evening, I am writing to you about a video game company called **** ********* Studios. They make a video game called *** The Show 22 and I purchased it on 3 different consoles (PS5, ************** Switch) because its the only *** game on the market and its my favorite hobby. In total, I have spent over $1,000.00 on their game and in-game currency, known as Stubs. This in-game currency is used to buy packs and cards, with the goal being to collect as many as possible. On July 14th 2022, I was suddenly unable to access the game, as it said I had been banned for 2 years. I attempted to contact customer service to get an explanation, try to appeal this decision or if I am not allowed to play the game, then I expect a refund for all the money I have spent on this game. I have done nothing wrong to warrant this ban, received no warning and no chance to appeal. By using ******** you can see there is a decent amount of people experiencing the same poor business practices with no relief from SDS. The company is totally non-responsive and takes no accountability - they simply ban their paying customers and expect us to take it lying down. Please let me know if anything can be done to rectify this, or at least make them acknowledge the banned players who did nothing wrong. If they do not allow us to appeal this tyrannical decision, then my desire is to be refunded the money I have spent with them since April 2022. Thanks!

    Business Response

    Date: 08/01/2022

    Re: Case No. 17634947

    ********: *****************

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-reference Better Business Bureau case# 17634947

    As this consumer has not contacted customer support, they were referred to our chat support for further assistance:

    If you need assistance with your PlayStation console or PlayStation Network Account, please contact our chat support at https://playstation.com/chat.

    PlayStation Support Hours of Operation (all times PST):

    Monday Sunday 8 AM 7 PM, PST.

    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 ******** Services Sony Interactive Entertainment, LLC

    SIE ******** Services
    Sony Interactive Entertainment, LLC

  • Initial Complaint

    Date:07/29/2022

    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 account was compromised and i need help to recover it. Can someone help me please?

    Business Response

    Date: 08/03/2022

    Re: Case No. 17643772
    Consumer: *********************

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE,LLC) regarding the above-reference Better Business Bureau case# 17643772

    SIE, LLC reviewed the request and thoroughly investigated the PlayStation Account.  It was verified that the account did violate the Terms of Service. At this time, the suspension will be upheld.

    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: 08/03/2022

    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,

    ********************* , I feel as thought my acc shouldnt still be permanently banned because it wasnt me it was my younger sibling.

  • Initial Complaint

    Date:07/29/2022

    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 account was compromised i need help recovering my account. Can anyone help me recover my account so i can get back to gaming with my friends? I tried to recover my account in the PlayStation live chat theyd tell me due to security before I could even confirm my ownership of the account.

    Business Response

    Date: 07/29/2022

    Re: Case No. 17641296

    ********: ***************************

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE,LLC) regarding the above-reference Better Business Bureau case# 17641296

    As this consumer has not contacted customer support, they were referred to our chat support for further assistance:

    If you need assistance with your PlayStation console or PlayStation Network Account, please contact our chat support at https://playstation.com/chat.

    PlayStation Support Hours of Operation (all times PST):

    Monday Sunday 8 AM 7 PM, PST.

    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 ******** Services Sony Interactive Entertainment, LLC

    SIE ******** Services
    Sony Interactive Entertainment, LLC

    Customer Answer

    Date: 07/30/2022

     
    Complaint: 17641296

    I am rejecting this response because: Ive tried to contact through Live chat many times but they have not helped me with solving my problem, I got referred here from a friend because you guys actually help. Can you please revert my PlayStation account back to the original email I created my account on. My PlayStation account Online ID is WHS ,I want my account to be back on the original email *********************** Ive also been a loyal PlayStation customer for the last 15 years, I created my account 08/04/2007, I am very disappointed this has happened to me. 

    Sincerely,

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

    Business Response

    Date: 08/02/2022

    August 2, 2022


    Re: Case No. ********

    Consumer: ***************************


    Thank you for contacting Sony Interactive Entertainment, LLC (SIE) regarding the above-referenced Better Business Bureau case# ********.


    This is a fraudulent claim. They provided invalid information, and did not create the account.

     
    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:07/29/2022

    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.
    There was a 30day temporary suspension put on my playstation account. When I called to see about how to fix the problem, the first lady I spoke with told me they would be able to get everything fixed within 24hrs and gave me a confirmation number to a escalation **** she sent notes too (Calls recorded by customer service). 2nd call, 4 days later, They said there was nothing they could do till suspension was lifted. I then asked them to remove my payment method off of my account so I do not get charged the monthly subscription fee while not being able to use those services and the gentlemen denied removing my bank card, I am not in debt and they have no permission to **** my card and not render services.

    Business Response

    Date: 07/29/2022

    July 29, 2022


    Re: Case No. ********

    Consumer:*********************************


    Thank you for contacting Sony Interactive Entertainment, LLC (SIE) regarding the above-referenced Better Business Bureau case# ********.  

    SIE, LLC contacted the consumer and provided a resolution. 

     
    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:07/29/2022

    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.
    This incident occurred June 27th 2022 I have payed PlayStation 10$ for ps plus now I cant play online because they banned me and they committed to provide me online accessibility but now I cant play I dont think its fair that I get banned from playing when I payed money to play online games with my friends and have fun

    Business Response

    Date: 08/08/2022

    Re: Case No. 17640944

    Consumer: *************************

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-reference Better Business Bureau case# 17640944

    SIE, LLC reviewed the request and confirmed that the information provided was incomplete and/or invalid.

    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:07/28/2022

    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 am trying to deactivate a primary ps4 linked to my account. I sold it, and because it was within 6 months, I cant deactivate it. I bought a new ps4 today, and cant deactivate the old primary ps4.

    Customer Answer

    Date: 07/29/2022

    My complaint id is 17640193 I have talked to **** and they have resolved it. Could you cancel my complaint? 

  • Initial Complaint

    Date:07/28/2022

    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 son was suspended from his playstation account for 7 days. I'm trying to find out what he said specifically to get suspended so i an address this with him. So far my three attempts to do this have resulted in two chat agents not answering my question and disconnecting the chat and a phone call elevated to a supervisor who was unhelpful and then hung up on me. So now we have a $500 system with an additional paid subscription that is not able to be used. This may be a valid reason for a suspension but the problem is Playstation Network does not disclose that information directly. They just send general generic guidelines and rules. For a child, or an adult, would it not be much more efficient if when suspending someone to be able to provide them with the exact terminology they used to get suspended? This is what you said, in quotes or screen shot, and this is where the violation of our policy is. Now hundreds of dollars spent are not able to be used and i can't get an exact reason why. All they say is i can log in after 7 days and view the messages. For one, that means if this isn't a valid reason a weeks worth of usages was lost for nothing. However, if it is valid, then I have no way to address this with my child so i can explain to him what he said and why it was inappropriate. I just don't understand how there is no clear lines of communication regarding this. This information is out there somewhere but no one is willing to help provide it to me. Additionally, it is horrible customer service to disconnect or hang up on someone while they're seeking help, but i guess this is what they must have been instructed to do seeing as it happened by three different representatives.

    Business Response

    Date: 08/01/2022

    August 1, 2022


    Re: Case No. ********

    Consumer:***************************


    Thank you for contacting Sony Interactive Entertainment, LLC (SIE) regarding the above-referenced Better Business Bureau case# ********.  

    SIE, LLC contacted the consumer and provided a resolution. 

     
    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: 08/02/2022

    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.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.