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Business Profile

Video Game Services

Hi-Rez Studios

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Video Game Services.

Complaints

Customer Complaints Summary

  • 25 total complaints in the last 3 years.
  • 1 complaint 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/08/2024

    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.
    Logged onto my steam to get on some Smite. Hold up my steam is different than my hi rez account. OK so I just made a new account for steam. Well I want my old original account with skins gods and money spent and time spent over 1000 hours playing on this account. So I have to contact support and let them know exactly what is happening and it has been about a month of me answering the same questions over and over in the chat windows. It has been one of the most annoying chat response systems I have ever seen. Most the time you are talking to a bot and that bot tells me im banned then i verify with a person and they assure that im not banned then I answer some more questions do the whole thing. I was told if I delete my current account on steam that I could have my old account take its place. 3 weeks later I just get another message from a bot saying im banned. Back on support to see whats going on but really it is a day in between responses and sometimes I dont even get one the next day. It is driving me kinda crazy.

  • Initial Complaint

    Date:06/03/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Your stupid linking process is so dumb. It literally made it so I can't play Smite. When I tried to link my steam account it went back to linking page and underneath there was nothing, blank. I can't unlink to fix my game. THANKS FOR YOUR STUPID BUGGY SYTEM LOW-REZ. Fix the **** thing I have spent a lot of money and hours of the game I swear if I can't fix this, I want my **** money back.

  • Initial Complaint

    Date:05/02/2024

    Type:Product Issues
    Status:
    Unanswered
    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-Rez studio's support team is completely incompetent. I am a paying customer for years and have recently been banned due to a chargeback that I DID NOT INITIATE. I have reached out to support in regards to this to be unbanned and received a reply almost 2 weeks later stating to visit a link to make a payment to be unbanned. I visited the link and made the payment and A WEEK LATER I AM STILL BANNED WITH NO RESPONSE FROM SUPPORT. The original ticket was closed immediately with no chance to respond back and no resolution. I have opened several new tickets with no response. This company is fraudulent scammers and take advantage of their customers, I recommend NOT PAYING THEM A DIME. Their website is conveniently always broken in the areas that are necessary for reaching out, I'm sure this is down purposely as a predatory response to claims. Their support team clearly does not want to support!

  • Initial Complaint

    Date:03/05/2024

    Type:Product Issues
    Status:
    Unanswered
    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 recently forgot my password to login into ****** game SMITE. My fault, I know, but I assumed this to be a simple fix.After going to their site to perform the "forgot password" steps, I came to find that no temporary password would be emailed to me. I've since opened numerous "support tickets" with ****** only get get zero responses.At a complete loss for what steps I should take to recover my account, I began searching for people that have had similar issues. Turns out that MANY people have had the same exact issue. All of which receive no help from ******************* knows how to make a great game, but that's about it. They continue to prove that they are money grubbers who have little to no regard for their customers.

  • Initial Complaint

    Date:02/12/2024

    Type:Product Issues
    Status:
    Unanswered
    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 company has ZERO cares about their customer support. My tickets dont go through, I never get proper emails. Its awful. I literally just want to do something as simple as LOGIN TO AN ACCOUNT. But this stupid Stone Age support system they have cant help anything. Hope this gets resolved.

  • Initial Complaint

    Date:02/02/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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 locked out of my account for 10+ years, and customer service refuses to respond. The attached files are some proof that the account "uranfgtbro" is my account, and I'm assuming customer service just straight-up doesn't believe me. All I want is access to my account, as I've spent 100's of dollars on this game (I can only prove $55 dollars, sadly). Your customer service is atrocious and needs improvement.

  • Initial Complaint

    Date:01/03/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    In game DLC and gems purchases:June 26 2022 - ***** Jul 5 2022 - **** Aug 18 2022 - ***** Nov 18 2022 - 3**** Jan 9 2023 - 3**** Mar 15 2023 - ***** Mar 28 2023 - ***** Jun 16 2023 - 6**** Aug 31 2023 - 6**** Nov 15 2023 - ***** They have blocked/banned my account and I am unable to access any item that I purchased through them. I want to either have my original account unbanned, move my content to my new account, including the Ultimate God Pack, or a refund of all of my gems spent and then I will leave the business alone.

  • Initial Complaint

    Date:10/30/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 reached out to the company several times about reinstating a permanent ban they put on my account. They told me that I can appeal the ban in 18 months. I have asked follow up questions regarding why I was banned and how to appeal it now - and ultimately how to remain unbanned and I have not received a response from anyone in the customer relations department - they are ignoring me.

  • Initial Complaint

    Date:10/18/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 told my account was banned. I was never notified or even told when or how my account was banned through email or any other means of contact. I was notified after trying to sign in, after not using the account for quite a while, that it was banned. After opening a ticket they just confirmed it was banned and that they would no longer provide support for the account. No information on when the banned happened. Just that the account was banned for cheating. Assuming my account was then hacked i tried to get further information and I've received no reply. I have years on this account, Countless hours and money put into this account. Yet nothing was done to notify me of the problems occurring with it, just that its now gone!

  • Initial Complaint

    Date:06/19/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 game is absolutely f****** garbage. Give your head a shake.. fix this dog s*** game.. the servers are trash! The fact this game is still relevant is beyond me. You have so many issues, Im embarrassed for you. F*** you fix the game.

Hi-Rez Studios is NOT a BBB Accredited Business.

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