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

  • 6,372 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:06/27/2025

    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.
    someone took my only account and thats the only place when i get to play my favorite game *** 2k25 and talk to my friends. my playstation is the only thing i have, i dont have **** ******** or sisters but my mom and dad still treat me bad, my dad drags me around the house while my mom beats me everytime i pee in the bed. i get good grades in school and its like they dont care, but everything else is always yelling and screaming and all i do is cry in my room and feel lonely, no one coming to visit me i have no siblings they dont care about me the game is the only thing i have because i just play it and lock myself in my room for hours to get away from all the chaos and beatings in my house. i dont have anyone all i have is the game and the people who should care about me dont show me at all that they care they hate me.

    Business Response

    Date: 06/30/2025

    Re: BBB Case Number 23526812
    Consumer: ***** *******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23526812
    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: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 account (PSN ID: c-nbd, Japanese region) was unfairly suspended permanently. The status page shows a temporary suspension with an end date of June 1, 2100 which clearly means a permanent ban.I never received a warning, a detailed reason, or any valid explanation for this suspension. I have contacted PlayStation Support, but received only vague and automated responses.I have invested a lot of time and money in this account through digital purchases, subscriptions, and in-game content. I respectfully request a full and transparent investigation into the reason for this ban. If no valid violation is found, I ask for the immediate reactivation of my account.This situation has caused me great stress and loss. I truly hope BBB can help mediate a fair resolution with the company.

    Business Response

    Date: 07/02/2025

    Re: BBB Case 23525690
    Consumer: ?????? ???????
    Thank you for contacting the PlayStation Support team regarding the above-referenced Better Business Bureau case. 
    We see that the consumer's account is registered to a different region and have now provided them with information for support in that region. 
    Please note that this response is not an admission or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved. 

    SIE Consumer Services
    Sony Interactive Entertainment, 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 am reaching out because I have been unable to resolve an issue with my Playstation account through standard support channels. Specifically, I am encountering difficulties logging into my account.When I contact support Due to security reasons, we cannot assist with this account.This response left me without any avenue to resolve the matter. I find it frustrating and unacceptable that I am unable to access my account and cannot obtain support to rectify the ******** a next step, I am reaching out to the Better Business Bureau (BBB) to escalate this matter. I request that my Sign-In ID be updated My online ID is Martinmy first ps3 serial is : *********** i always have a purchase receipt saved here is proof of purchase transaction ID; ************

    Business Response

    Date: 06/27/2025

    Re: BBB Case Number 23526301
    Consumer: ****** Boccer
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23526301
    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:06/26/2025

    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.
    On jun 26th 2025 my email address link to my account was changed without my persmission, i have summited a ticket 3 times with **** and they have not messaged,emailed, or called me back. I have thousands of dollars worth of games and my credit card and debit linked to that account and they refuse to answer my customer support ticket.

    Business Response

    Date: 07/02/2025

    Re: BBB Case Number 23525465
    Consumer: ******* ****
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23525465
    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:06/26/2025

    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.
    **** sold me a defective game, ********. The game is unplayable, as depicted in national news stories and worldwide journalistic articles on the video game ministry. It is understood that **** has offered refunds because this game was defective to the point where it is unplayable because of bugs. I called their customer support and was transferred to an offshore call center where the representative refused the refund and said that a patch was coming. Im sorry, Im not part of the beta test team or the investment group of this game developer. If I pay $75 with taxes in ********, I expect a finished product, not a game that may work someday. They told me thatthe developer has stated that a patch will be on the way that will fix all of these issues, but the developer has issued all sortsof patches since release and none of them have fixed these problems. Im sorry. I didnt pay $75 to be a beta tester and I am not investing in this company. They have to sell me a finishedproduct, otherwise it is fraudulent because it was misrepresented. I asked to speak to a manager, and the manager simply Sounded as though he was reading from a script placing my name in front of it and then stated Im sorry that we cannot help you with the refund, is there another inquiry you would like to make? And then at the end he had some sort of conclusion statement that they are sorrythat they cannot help me and hung up the phone. At this point this is fraud. If you sell me a defective product and then up on me when I call your customer support, that is nearly criminal fraud. I want them to honor the policy that they have held and refund me for this defective game.

    Business Response

    Date: 06/27/2025

    Re: BBB Case Number 23525256
    Consumer: **** ******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23525256
    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: 06/27/2025

     
    Complaint: 23525256

    I am rejecting this response because: This is essentially a non-response stating that they consider the matter closed, after they sold me a defective game for $75, told me that it would be resolved by a patch, and that the game would work someday, then had **************** **** read from a script and ultimately hang up on me.

    Sincerely,

    **** ******

    Business Response

    Date: 07/02/2025

    Re: BBB Case Number 23525256
    Consumer: **** ******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23525256
    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

     
    Complaint: 23525256

    I am rejecting this response because:

    I also received separate/alternate correspondence from the business that the general policy is not to offer refunds if the software has begun being downloaded or streamed, even if the software product is defective.

    As the decision has been made not to offer a refund, nor has any alternative option been offered, I would ask that this complaint be logged as administratively closed or closed/unsatisfied for BBB records and for other customer reference.

    Sincerely,

    **** ******

  • Initial Complaint

    Date:06/26/2025

    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.
    I am submitting this complaint regarding a recent security breach involving my PlayStation account. Despite having every possible security feature enabled, including Two-Factor Authentication, an Authenticator app, and a strong password, my account was compromised. This account contains personal and financial information such as my full name, billing address, and debit card details.Prior to the incident, I received a message on PSN from an individual who claimed they would hack my account. They stated that they had contacts within PlayStation Support in ******** who could assist them. Shortly after this message, my sign-in ID was changed without my authorization, confirming the threat. This strongly suggests that internal support resources may have been exploited in order to carry out the compromise.Fortunately, I was able to recover my account by contacting ********************** Support. I want to commend the representative who assisted me during the recovery process. He was extremely helpful, patient, and professional, and ensured that I regained access quickly. His work was exceptional and I am grateful for his support.The only plausible explanation for this breach is that it was facilitated internally, as claimed by the individual who took over the account.I am requesting the following actions from Sony Interactive Entertainment:1. Reassurance that my account is now fully secure and under better monitoring 2. A written explanation outlining what measures are being implemented to prevent similar incidents 3. Accountability and appropriate action if any employees are found to have participated in unauthorized access.This situation has caused significant concern, especially given the sensitive data involved and the alleged insider cooperation. I have done everything within my control to protect my account. It is now ***** responsibility to ensure it remains safe and to address this potential internal vulnerability**** *** ********

    Business Response

    Date: 06/27/2025


    Re: BBB Case Number: ********
    Consumer: *********** ******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: ********
    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:06/26/2025

    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 was charged twice for the same digital ******** cannot own two copies of the same digital game.i contacted support who understood and went to refund but was told because i did not catch it in 2 weeks its not eligible even though this is sonys fraudulent mistake. this is theft and blaming ke for not catching it sooner.

    Business Response

    Date: 07/02/2025

    Re: BBB Case Number 23525157
    Consumer: ******* *******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23525157
    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:06/26/2025

    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 have been a loyal PlayStation supporter since the original PlayStation console. My 18 year old PlayStation network account was compromised by someone on 6/12/2025. I received emails around 12:40pm indicating that my email and password had been changed and that two factor authentication had been turned on by an unauthorized party. The emails were sent to me in Japanese and I had to use the translate feature to read them. I own over 35 digital games on this account. ********************** support has been atrocious to put it kindly. The agents usually end the chat abruptly without even giving me time to prove that the account is mine. When I call, I always get to a point where they tell me that due to security concerns they cannot make changes to the account. I have email receipts dating back to 2018 of digital games that I have purchased on the account. I have ********************** and ****** transaction ID numbers as well as the original email address that the account was created on. PlayStation support tells me to either request a password reset (which I can't do because the hacker changed my email address) or to create a new account which means I lose my gamer tag and all the games I've purchased. It's insulting. This has caused me a lot of stress as I am the rightful owner of this account and the person that stole it from me is being protected. I just want my account back. Thank you,**** ******

    Business Response

    Date: 06/27/2025


    Re: BBB Case Number: 23524532
    Consumer: **** ******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23524532
    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: 06/27/2025

     
    Complaint: 23524532

    I am rejecting this response because: It is completely lazy and unsatisfactory. No effort was given by **** to resolve my issue. It is abundantly clear that they do not care about their customers. Even with undeniable proof of account ownership they refuse to help. A quick ****** search of "PlayStation's awful customer service" is more than telling of how they treat their loyal customers. Within seconds I was able to find users with my exact experience with their "support" (if that's what you want to call it). Word for word accounts of my exact issue. I am hopeful for a lawsuit against **** because this is illegal. What was rightfully mine was stolen and is now being protected by their "Security" for the person who stole it. Where was the security for me? This is what happens when a companies gets big. They get arrogant and lose sight of what got them their... The customer. What a gutless, cowardly, immoral and unethical company **** is. They let your account be stolen from you and then give you the middle finger when you ask them to help you get back what's yours. This is disgusting beyond measure.

    Extremely unsatisfied,

    **** ******

    Business Response

    Date: 07/02/2025

    Re: BBB Case Number 23524532
    Consumer: **** ******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23524532
    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

     
    Complaint: 23524532

    I am rejecting this response because: **** doesn't care if your account gets stolen. Even with proof of original account email and digital game receipts for years they refuse to help. A 17 year old account and over 35 games that I purchased are gone. Some unauthorized person now owns that account because **** won't do what's right. A lady from **** called me after I filed this complaint to the BBB and you could tell she was annoyed with me from the start because of it. They aren't willing to investigate the matter. They don't protect you from your account getting stolen, but they protect the one who stole it when you try to get it back. I had the security enabled on the account. Hardened password and 2FA to the app, not the phone number. I have supported **** since PlayStation 1 and it's just hard to believe that they see you as a nobody and that you don't matter to them. They told me to request a password reset (can't do that because the email address was changed when the account was stolen) or to create a  new account. What an insult. Total feeling of helplessness because they just don't care.

    Sincerely,

    **** ******

  • Initial Complaint

    Date:06/26/2025

    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.
    I had a Playstation Plus subscription. I wanted to cancel it but when i went onto my account it didnt show and the only sub says it expired in 2023. I saw the charge on my credit card and attempted to contact customer support which itself is not easy. Then it turns out the subscription was linked to my sons profile under my account. The profile does not have its own login and password so it made it impossible to login to cancel the subscription. I was eventually able to cancel the sub on the PS5 instead of the website however not before being charge ****** and a refund is unavailable. This is absolutely ridiculous and to me seems intentional to complicate the process and maintain subscription payments

    Business Response

    Date: 07/11/2025

    Re: BBB Case Number 23524005
    Consumer: **** *****
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23524005
    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:06/26/2025

    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.
    On June 20, 2025, I purchased a 75 inch Bravia 9 TV from Bestbuy Burbank. Soon after the purchase I noticed a white spot on the bottom of the screen visible no matter of the video source. I then contacted ******* which indicated that the TV is under ****'s warranty and to reach out to them directly. I reached out to ****, submitted videos and pictures (only one of which is attached here due to file size). Today I received a call from a representative indicating that **** wouldn't cover this defect under warranty under the excuse that this is due to physical damage. The TV did not sustain any physical damage. It was taken out of the box and installed on the wall.

    Business Response

    Date: 06/27/2025

    Re: BBB Case Number 23523734
    Consumer: *** ****
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23523734
    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.