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

  • 6,374 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:06/30/2025

    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 believe I have been falsely banned off of PlayStation network it they have said I have been banned for vulgar language in a voice chat, but I have not threatened or intentionally bullied someone. I have only been playing on PlayStation by myself or with my online friends. If I have hurt someone or mad them think I was trying to hurt them I was just playing around with them and truly did not mean to hurt them. And if I cannot get unbanned, I would like a full refund of my PlayStation account

    Business Response

    Date: 07/02/2025

    Re: BBB Case Number 23539091
    Consumer: ******* ********
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23539091
    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:06/30/2025

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am attaching a .PDF letter below. Thank you.

    Business Response

    Date: 07/04/2025

    Re: BBB Case Number 23538180
    Consumer: ***** ********
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23538180
    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:06/29/2025

    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.
    Back in Feb of 2025, I canceled my subscription for PSN Plus because I knew we were not going to use it for a while. However, the company still charged my card. I went on their website trying to find a way to contact someone to get the issue resolved, their site sends you in circles because they do not like speaking to people directly, they want you to use their hub and be ok with whatever solution is listed there. However, my issue was not on the site. I finally found an email address (no phone number), and sent them an email. I waited an entire week and never got a response or a phone call back. I even tried to chat with someone, but they never have **** available to chat. I disputed the charge. My bank tried getting in touch with PlayStation Network to no avail. Fast forward to June, we turn the PS on for the first time and learn that our account has been suspended for owing a debt. I go online and search for a number to call PlayStation and finally found one. I call and have to sit on hold for 45 minutes. I end up speaking to a *** and asked her if we pay the debt, would our subscription start today and expire a year from today, she said YES! I asked her again but reworded it, she still said YES. I asked her a 3rd time and yet again her answer was yes. She stated she would put it in my notes just in case it didnt reflect the right date and I can call back and have that fixed. Well, it didnt have the correct date. I end up chatting with someone who was rude and rushed me. I explained my whole situation to him. He tells me that it will start from the original date (March 1st), not June 20th. Which means that I lost 3 months of the subscription that I paid $175 for. I asked him if he could read my notes and adjust it like the previous *** said and he said NO and then told me that hes ending the chat because theres nothing else he can do for me. I asked for a manager and he ended the chat. I want my money back or credit my account for 3 months as promised!

    Business Response

    Date: 07/02/2025

    Re: BBB Case Number 23535081
    Consumer: Dibiashi ***
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23535081
    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:06/29/2025

    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 a game called Blackout protocol report thinking it was a repo game port due to using the same character design as the repo game on steam however later I noticed it was a counterfeit game and the game mechanics werent even playable so I notified PlayStation support about my concerns and they dismissed my concerns and referred me to their policy however reading the policy it is in my favor Digital content that you have started downloading or streaming, and in-game consumables that have been delivered, are not eligible for a refund unless the content is faulty in this case it is due to it being unplayable and a counterfeit game furthermore as I would expect marketplaces to not allow counterfeit products on the store and take youre money and run with it its expected for all game marketplaces to follow the law and stop counterfeit products from taking place and refund users as required by the *** ACT to further prove I was defrauded by this counterfeit game I attached my *** report

    Business Response

    Date: 07/03/2025

    Tell us why here...Re: BBB Case Number 23534260
    Consumer: ****** Gonzalez 

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23534260

    SIE, LLC made multiple attempts to contact the consumer, but the consumer has not responded. 

    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:06/29/2025

    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 am filing this complaint against Sony Interactive Entertainment regarding in-game purchases made through the PlayStation Store for the game Crystals of Atlan.I purchased in-game currency, which was used to obtain items such as pets, gear upgrade materials, and gold, based on the descriptions and promises shown at the time of purchase. These items were advertised with specific functions, stats, and benefits.However, the items were later altered, nerfed, or changed without notice to consumers. This constitutes a clear case of misrepresentation and deceptive business practices, as the product materially changed after the transaction, no longer matching the descriptions and expectations set at purchase.When I contacted PlayStation Support to request a refund, citing false advertising and post-sale item alteration, my request was denied under their standard cancellation policy, which is designed for general refundsnot for situations involving deception or consumer law violations.This is not simply a change of mind. It is a case of being sold a product that was materially different from what was advertised, then retroactively changed without consent.I am requesting a full refund for the in-game currency purchases related to this issue.If this cannot be resolved amicably, I am prepared to escalate further to appropriate consumer protection authorities, including the ************************ (***).

    Business Response

    Date: 07/01/2025

    Re: BBB Case Number 23534195
    Consumer: **** *******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23534195
    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: 07/04/2025

     
    Complaint: 23534195

    I am rejecting this response because:

     I do not consider this matter closed, as my concerns were not meaningfully addressed.


    My complaint centers around the purchase of in-game currency in Crystals of Atlan, which was used to pull items from a gacha banner. After my purchase, the banners items and drop rates were changed without notice. This fundamentally altered the value of the transaction and constitutes a bait-and-switch tactic, which is deceptive and misleading under FTC guidelines.

    Furthermore, I used real-money purchases to buy in-game gold, which is then required to upgrade equipment. However, the upgrade system offers zero guaranteed success. This means consumers can spend unlimited real money with no assurance of progress, effectively turning the system into a predatory and exploitative gambling mechanism.

    SIE has not provided a justification or resolution. The response was a boilerplate denial with no explanation for how these practices are fair or transparent to consumers.

    I am requesting a full refund for the impacted transactions and a review of these monetization systems for compliance with consumer protection laws.

     I respectfully ask the BBB to keep this case open and continue facilitating communication.

    Sincerely,

    **** *******

    Business Response

    Date: 07/09/2025

    Re: BBB Case Number 23534195
    Consumer: **** *******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23534195
    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:06/28/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My PS5 suddenly started to overheat and would shut off when playing PS5 games. I contacted **** support in order to ship my console to them for a repair. When I opened the fixed PS5 that they sent back to me, I noticed that it was an entirely different PS5. This is fine except for the fact that I cannot activate this PS5 as my active console. In order to activate it, I would need to deactivate my old PS5 that I had sent in for repairs. You are able to do this online through the PlayStation website, but only EVERY 6 MONTHS. It is ridiculous that I have to wait a number of months before I can activate my new PS5 as my active console. **** has several bad business practices, this is just one of them. I don't understand how this is the ONLY way to go about this process. There has to be a way where Sony/PlayStation can bypass the 6 months limit in scenarios like this.

    Business Response

    Date: 07/10/2025

    Re: BBB Case Number:23530895
    Consumer: **** ******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: As this consumer has not contacted customer support, they were referred to our chat support for further assistance? 
    Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved.? 

    SIE Consumer Services? 
    Sony Interactive Entertainment, LLC 

     


  • Initial Complaint

    Date:06/27/2025

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am writing to formally file a complaint against **** PlayStation for a serious failure in account security and customer support.On June 27, while I was in the shower, I received numerous notifications that my PlayStation account had been accessed and the email address associated with it had been changed. Despite the fact that I had two-factor authentication enabled, this unauthorized access was not blocked or even flagged for further *************** make matters worse, I have owned this PlayStation for over a yearbought usedand have since verified all identifying information on the account: my debit cards, email address, name, and user ID. Regardless of providing this verification, **** denied me any resolution or recovery of my account.This is not just a technical failureit is a complete breakdown of consumer trust. **** promotes its two-factor authentication system as a means of protecting users from unauthorized access, but that system clearly does not work as advertised. If two-factor authentication cannot stop someone from accessing and changing the core email on an account, then what purpose does it serve?I have spent hundreds of dollars on games and content through my PlayStation account, and all of that is now locked away or potentially stolen, with no help from ****. This is unacceptable. Their systems have misled customers and left them vulnerable, with little recourse or accountability.

    Business Response

    Date: 07/03/2025

    Re: BBB Case Number 23529736
    Consumer: **** *******

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23529736

    SIE, LLC made multiple attempts to contact the consumer, but the consumer has not responded. 

    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:06/27/2025

    Type:Billing 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 banned for 2 months after the hacker send curse words messages to himself on my account username is chilltris i would like it switched back to bathbathh if thats possible and i was wondering if i can get unbanned because it wasnt me sending these messages it was the person who hacked me which they told me they were gonna lock the account and didnt which the hacker got back in and change the email and password

    Business Response

    Date: 07/02/2025

    Re: BBB Case Number 23529378
    Consumer: Princenoel Maldonado 
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23529378
    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

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is that im still banned on my psn account and im waiting for playstation to unban me he said 3 days it may take up to 

    Sincerely,

    Princenoel *********

  • Initial Complaint

    Date:06/27/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My PlayStation Network account (PSN ID: *********** was unfairly suspended for 30 days over a supposed Code of Conduct violation involving image sharing. However, the only images I shared were of myself and scenerynothing inappropriate, offensive, or against PlayStations terms. There was no ******, drug content, hate speech, or harassment.Others in the same group chat were actually harassing users, editing photos of people, and engaging in bullying. I even reported someone the night before for that behavior. Despite that, I was the only one suspended, which feels completely unfair and targeted.I reached out to PlayStation Support via chat and phone. Both said that no matter the circumstances, a temporary suspension cant be lifted, even if Im innocent. I asked for a case review and was denied. As a paying PlayStation Plus subscriber, I am being locked out of a service I paid forwith no evidence shown, no due process, and no proper investigation.This policy is anti-consumer. I am not asking for special treatmentjust fairness. A 30-day ban on my account without any wrongdoing is *************** requesting that PlayStation:1. Fully re-investigate my case and remove the suspension if no violation is found.2. Refund me for lost access during this period.3. Provide better transparency and accountability in moderation and appeals.

    Business Response

    Date: 06/30/2025

    Re: BBB Case Number 23529159
    Consumer: ***** ********
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23529159
    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:06/27/2025

    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 purchased the $105 MultiVersus Founders Pack on July 28, 2022, using my PlayStation account and a Cash App card ending in 5205. The transaction ID is ***************** was marketed as a live-service multiplayer game. Now, with the developers shutting down the online servers, the game no longer provides the core features I paid for. Despite contacting **** for a refund, I was denied because the purchase was outside the 14-day refund window.I am disputing this based on the fact that the product has lost key functionality after purchase. This is not buyers remorse it is a case where I paid for an online product that no longer works as sold. I am requesting a refund due to this significant change in service.The payment method used is no longer active, so if a refund cannot go back to the original card, Im open to receiving the refund as PSN wallet credit or another method.

    Business Response

    Date: 07/02/2025

    Re: BBB Case Number 23529133
    Consumer:***** *****
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23529133
    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.

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.