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:06/26/2025

  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.

  The emotional impact of this situation has been profound. The harassment I experienced during this time including threats, online abuse, and violation of my privacy severely affected my mental health. It reached a point where I had to seek therapy to cope with the anxiety, depression, and loss of confidence triggered by these events. As a result, I took a step back from all online activities, including gaming, to focus on my ************ that I have successfully completed therapy and am on a path toward better mental health, I am eager to return to a positive, enjoyable gaming experience. I would like to request the restoration of my account and a review of the security measures in place. I am hopeful that **** will take the necessary steps to ensure that I no longer experience these breaches and that I can regain a sense of security while enjoying your services.I believe that a comprehensive investigation into my case, along with proactive support to prevent future incidents, will not only restore my account but also help me rebuild my trust in ***** services.Thank you for your attention to this matter. I would appreciate a prompt resolution and would be grateful for any assistance you can provide.Sincerely,[***** ********** Network Online ID[notaarxn-]

  

  Business Response

  Date: 07/08/2025

  Re: BBB Case Number 23523537
  Consumer: ***** *****
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23523537 
  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: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.

  Hi,I'm use to ordering video games, but there was a game release called Mindeyes. After downloading, there were repeated crashes and graphic issues. After contacting Playstation, I was provided a case number. I received an email stating the developer released a patch, which seems to not do much as the game crashed again. Unfortunately, Playstation believes customers should wait on future patches, so possibly waiting 2 or 3 years like CyberPunk on actual working game.

  

  Business Response

  Date: 06/27/2025

  
  Re: BBB Case Number: 23523534
  Consumer: ****** ********
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23523534
  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: 23523534
  
  I am rejecting this response because their assuming a customer would like to wait for some rollout to address issues that are currently present within the game that they sell on their playstation store.  I don't believe that waiting for a possible rollout for updates is a solution.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 07/02/2025

  Re: BBB Case Number 23523534
  Consumer: ****** ********
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23523534
  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:

  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 am writing to formally report a serious incident involving racist remarks directed at me over PlayStations online gaming service. The hateful language used was deeply offensive, has negatively impacted my mental health, and has altered my overall view of the PlayStation community and platform. This behavior is not only a direct violation of PlayStations Terms of Service but also infringes on morality in general and I wouldn't wish it on anyone; God forbid anything in these videos are said to children. I am hopeful that appropriate action is taken, including the permanent banning of the account responsible being that it is extremely vile in nature, to ensure a safe and respectful environment for all users. (I want to submit the entire recorded video of the incident immediately for play station's review but can only submit 5mbs at a time and doing that for the entire video is impossible. The ACCOUNT THAT MADE THE RACIST REMARKS was "illest-_-l-_-", the whole video will show I did nothing to provoke this interaction between this user)

  

  Business Response

  Date: 06/27/2025

  Re: BBB Case Number 23521267
  Consumer: ***** *****
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23521267
  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:06/25/2025

  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.

  Sometimes I buy the one month subscription and cancels and that's the end. But this time was different. Last month May ***** I bought 1 monthly subscription just for one month, which you can tell that the month before I didn't have a subscription at all, I haven't used any benefits or even played anything Since Jun 15, 25. Days go by and I haven't gotten a charge or anything just like any other purchase so I go about my day. Today Jun ***** I get a monthly charge for $10.86. I reached out to playstation network directly and was told that because it's a recurring fee even though it's within the 14 days that I can't get a refund. I didn't even know about the renewal and in the policy it states that if I don't download anything that using the monthly subscription and it's within 14 days then I'm eligible for a refund. I don't understand how they waited 7-8 then just take the money off of my card. If I would've known anything about a renewal I definitely would of canceled then, but I wasn't aware. I just want my money back. I needed it for work and they just took it.

  

  Business Response

  Date: 06/27/2025

  
  Re: BBB Case Number: 23520120
  Consumer: ***** ****
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23520120
  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: 23520120
  
  I am rejecting this response because: they didn't even state that they swindled me put auto pay on without my consent took my money and now doesn't want to give me my money back
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 07/02/2025

  Re: BBB Case Number 23520120
  Consumer: ***** ****
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23520120
  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:06/25/2025

  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'm reaching out because I urgently need help with my account. I recently found out that my account was hacked, and whoever got in made unauthorized purchases using my payment method. I did not make those purchases myself, and I believe the activity on my account was done without my permission.After that, I was banned, even though I wasnt the one responsible for what happened. Then, things got even more confusing I received a refund (thank you for that), but by then, my card had been disabled, so when you tried to return the money to that card, it declined the ***************, the system is somehow saying that I owe money, even though:I didnt make the purchases (they were made by the hacker),I was refunded for charges I didnt authorize,And I never even received the refund because my card was no longer working.This whole situation has been extremely stressful. Ive done nothing wrong, and now Im locked out of my account, lost access to everything, and being told I owe money because of something I didnt even do.Please understand: I was hacked. I was not in control of the account during the time the purchases were made. Im asking for:The ban to be lifted, since I was not responsible for the activity.The balance cleared, as it is based on a failed refund for unauthorized ************ happy to provide any proof I can, including card statements, identity verification, or anything else you need. I just want this fixed and to get my account back safely.Thank you for your time and understanding. I truly appreciate your help.Sincerely,

  

  Business Response

  Date: 07/02/2025

  Re: BBB Case Number 23517685
  Consumer: ***** ******
  
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23517685
  
  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:06/25/2025

  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 preordered a game called Mindseye from the PlayStation digital store and when the game was released and I started playing I noticed a bunch wrong things with the game first of all the game runs at 24 fps on a ps5 pro when it should be 60fps which is the standard and the game is very buggy and plagued with performance problems and the character AI is non existent. When I called PlayStation customer service I was told I needed to wait 5 days so the could reach a decision about a refund when popular gaming websites have stated that PlayStation has refunded player who bought this game, after five days I received an email basically telling me to wait for the game to be fix. If they knew this game wasnt finished they should have never put it in the digital store for sale in the first place. Back in 2020 a game called cyberpunk 2077 was plagued with the same issues as Mindseye and PlayStation refunded everyone and even took the game out of the digital store till it was fix.

  

  Business Response

  Date: 06/25/2025

  Re: BBB Case Number 23517288
  Consumer: ***** *****
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23517288
  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:06/25/2025

  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.

  Have had a device for 14 months so 2 months past there warranty period and there hardware that they made proprietary and user can not change storage and it failed and rendered the product unusable. Ps5 needs to be fixed/replaced! And not charge me 250 more dollars when i just spent ****** for the console. Ps5 is literally a paper weight because of a hardware issue that **** knows about. They know that there storage fails and just hopes its after a year so they can collect an additional 250 for the repair of something they knew was going to fail. ***** refuses to help. He was supervisor i dealt with at ****!

  

  Business Response

  Date: 06/25/2025

  Re: BBB Case Number 23517270
  Consumer: *** *********
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23517270
  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:06/25/2025

  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.

  I have a PlayStation ID ************** that has been compromised. A couple of days ago, I tried to log into the account at ********************************************* and the following appeared: Your account has been locked. To sign in, you'll need to recover your **********, then I click the button to recover my account, but do not have access to my old email. Cable One, the email provider offers the following on their website: Any emails left in your Sparklight email account with a ***************** email address as of January 15, 2022, will be permanently deleted and **************** be able to work further at account recovery, ********************** directs user to their account recovery. Currently, as of June of 2025, the team only operate via chat. After numerous attempts to connect with PlayStation support via chat over a two day period, representatives refused to continue chats with me after entering my email address to the old account. Each representative states the following: "I'm really sorry but due to security reasons we will not be able to assist you. We cannot make any changes to this account. My apologize at this moment I will have to end the interaction. Thank you for reaching us, have a good day."I am unable to acquire any information on the reason for this ban, nor am I able to find out the duration of time this ban is active. The unresolvable issue is that the PlayStation account had hundreds, if not thousands, of dollars invested in downloadable content that would be permanently lost if I am unable to recover this ********** the owner of the account, I request customer service aimed at recovering my account. Although I do not have access to the old email, and thus, any PlayStation transaction ID included within the email, I do have the PlayStation ID, the email used, the password for the account, the debit card information used to make purchases on the account, and bank record of the last transaction on the account. Please help me resolve this issue.

  

  Business Response

  Date: 06/27/2025

  Re: BBB Case Number 23517258
  Consumer: ****** ******
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23517258
  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: 06/29/2025

   
  Complaint: 23517258
  
  I am rejecting this response because of conflicting information gathered on Wednesday June 25 in comparison with information thenceforth. In speaking with a number of representatives, including one supervisor, all I needed to acquire in addition to the information I previously provided was the first four digits of the debit card used in my most recent transaction. Note, I have previously acquired the last four digits of the debit card in addition to the bank transaction information.

  In completion of the requested task, I have since been provided no option to provide the first four digits of the debit card used to verify and secure my compromised account. In a sense, the rules changes after June 25th and I now have lost hundreds, if not thousands of dollars in PlayStation purchases.

  Further note, is that PlayStation claims to have provided three phone calls to me over the course of consecutive days; however, with my phone on and ready for calls at the appropriate times, no contact was ever attempted by PlayStation. And lastly, reply to their email receives an automated response that the provided email does not accept replies.

  I disagree with the PlayStation stance in business conduct and cannot say I would ever recommend PlayStation to anyone, despite my loyal support of PlayStation since the days of PlayStation One.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 07/04/2025

  Re: BBB Case Number 23517258
  Consumer: ****** ******
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23517258
  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:06/25/2025

  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.

  Sony Interactive Entertainment is unfairly restricting my access to a paid product, Baldurs Gate 3, on PlayStation 5. I purchased this game in full via the PlayStation Store. As part of this games features, there is a mod manager for single-player content.Due to a communication suspension on my account, **** has blocked access to the mod manager and modded save files, despite these features being strictly for single-player offline play and unrelated to any multiplayer or social features. There is no clear language in Sonys Terms of Service granting them the right to restrict access to purchased, non-social single-player content in response to a communication suspension.***** actions constitute unfair business practices, as they are materially limiting my ability to access and use a product that I paid for in full, beyond the reasonable scope of a communication suspension. I am requesting that **** either: Restore my access to all single-player features of Baldurs Gate 3, or;2.Provide a pro-rated refund or other compensation for restricting features of a product I purchased.

  

  Business Response

  Date: 06/26/2025

  Re: BBB Case Number 23516927
  Consumer: Stock ******
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23516927
  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: 06/26/2025

   
  Complaint: 23516927
  
  I am rejecting this response because:
  
  Sincerely,
  
  

  This response does not address the issue presented in this complaint.
  
  
  This is not an appeal of my account suspension. That was addressed in a previous BBB case.
  
  
  This complaint is about **** restricting access to features in a paid, single-player gameBaldurs Gate 3specifically, the mod manager and modded save files. These features are entirely unrelated to messaging, voice chat, or other communication systems.
  
  
  By blocking access to a single-player game feature due to a communication suspension, **** is materially limiting my access to a product I legally purchased. There is no clear language in the Terms of Service that justifies restricting non-social, offline gameplay features in response to a communication-related infraction.
  
  
  I am requesting a real answer to this issue and a resolution:
  
  
  Either restore full access to my single-player content,
  Or provide a refund or other compensation for the restricted access.
  
  
  
  
  ***** failure to respond to this specific complaint shows a disregard for fair customer service and consumer protection obligations.
  
  
  Stock ******

  

  Business Response

  Date: 07/02/2025

  Re: BBB Case Number 23516927
  Consumer: Stock ******
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23516927
  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:06/25/2025

  Type:Customer Service 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.

  **** has locked me out of my account due to two-factor authentication. I lost access to my phone and cannot receive texts. Ive contacted support multiple times and they offer no solution. Ive had this account for years, and they are withholding access to hundreds of dollars in digital purchases with no way to recover it. I want the 2fa removed from my account which they should be able to simply do they had me on support last night waiting for 3 hours 8-11 just to tell me they couldnt help and now they just wont answer I think its really crazy that I have had this PlayStation account since a little boy such a loyal customer spent so much money 10s of thousands and they cant even give me any type of reassurance and help.

  

  Business Response

  Date: 06/26/2025

  Re: BBB Case Number 23516437
  Consumer: ********* *****
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23516437
  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