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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:06/08/2023

    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.
    Hi-Rez Studios has, for some unknown reason, banned my Smite account, permanently. I've played the game for 6 years (since season 4), was a diamond ranked player, had ****+ skins (which cost 1000's of dollars), played for a collective ****+ hours, and my account level was 261 and I had 69 diamond level gods (along with 3 with over 20 stars). This should really put things into perspective about the time and money I've spent. Likely more than some pros. I'll need an explanation as to why this happened, when I pretty much mind my own business, but for times when I custom chat "GG". I've had my VGS turned off, as a failsafe for myself, since they have punished me for "spamming" woohoo years ago, so that can't be it this time. I've done nothing to deserve this punishment, so I will need my account back or all the money I've spent back. Thanks!

  • Initial Complaint

    Date:04/27/2023

    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.
    ****** employees have banned me from their game which I have spent thousands of dollars on. I was banned for chat logs from 2016. On ******'s website, they advise a first-time offense is 7 days, 14 days for a second-time offense, and a permanent ban on a third-offense. According to my own account history, I've never been banned until yesterday, and received a 14-day offense. I've reached out to *********'s support staff about this issue, and they refuse to provide any evidence, which also goes against their own policy. I am seeking an explanation from a staff member as to why I was banned, to include specific details as to why I not only received a second-time offense penalty, but also are being offered no chat log TO INCLUDE dates and times.Thank you.

  • Initial Complaint

    Date:04/06/2023

    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.
    Example of my transaction, there are many: Order ID: ***************** The game ************* is free to play with in-game purchases. I have spent about 150 dollars on the game.Recently they have banned me citing their **** that I was cheating. I have no access to my game account.I deny their statement because it is based on incompetent support stuff and faulty system. I asked them to review my ban/escalate to higher level. They refused.I demand from them full refund of all my in-game transactions.If you need more information please e-mail me at ********************* Please note, the transaction were made under a different e-mail address: ******************** Sorry for the address, I use it for spam and crappy companies like ******.Good day.*****

  • Initial Complaint

    Date:04/05/2023

    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 have spent probably thousands of dollars with this company playing the game SMITE over the years. Recently I was playing, and my internet started going in and out, causing my game to lag and my ping to suffer. I restarted my internet and thought nothing of it, going to bed shortly after. I woke up the next morning to an email saying my account with them had been permanently banned for "hacking." How do you have such a poor algorithm that you can't distinguish between lagging and hacking? I submitted a ticket and got a clearly auto-generated response about "not taking this decision lightly". If this business cared about these issues, they would actually LOOK into them. Money and time invested is now down the drain because they refuse to respond any further or actually have human look into the problem.

  • Initial Complaint

    Date:03/07/2023

    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.
    The videogame ************* steals real money from its players, and has stolen (at least) $57 from me; the developers of this game are either refusing to refund me and/or are ignoring me out of spite for discovering this theft.* Hi-Rez Studios ("******") develops ************* ("RoCo"), available on Playstation, Xbox, Switch, and Steam (a PC gaming software).* You need a RoCo Account ("Account") with ****** to play RoCo, and through this account you use The Shop, an in-game store where you can buy digital content using "in-game money" and real money. This "in-game money" is either "Rep" that you can't buy with real money or Rogue Bucks ("RB") that you can. * ******'s website allows you to "link accounts"; if you have RoCo Accounts on Playstation, Xbox, Switch, and Steam, as I do, then you can "link accounts" and set one as a "Primary Account" from which your in game character will "level up" and have a balance of in-game currency. Rep is shared between your linked accounts, but RB you buy with real money *is not*.* I used real money to buy various digital content on all Accounts, content that gave me RB, resulting in me having varying RB amounts on each Account.* I discovered a RoCo glitch where spending RB on any account results in an untold loss of RB from all linked accounts; here I spent **** RB on Playstation then lost **** RB EACH from my Xbox, Switch, and Steam Accounts, equaling $57 in total.* I submitted multiple support tickets for a refund through ******'s website since 1/16/23 and have been ignored despite multiple follow-**** while on or about Nov. 2023 they refunded me within a week when I first discovered this glitch.* I suspect that two ****** employees are coordinating to deny my refund, lead Game Developer ************************* and lead Customer Support employee RadarX (Radar#**** on the app Discord), because ****************** does not like me and in fact has mocked me on Hi-Rezs official public Discord server for trying to obtain my refund.

  • Initial Complaint

    Date:02/04/2023

    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 tried logging into my account in many different ways. First I tried logging into my account using my username and password, and it repeatedly asked me to verify dozens of captchas. After I realized this was getting me nowhere (I would enter all the captchas and it would just ask me to verify more) I tried the "forgot password" option. This I tried dozens of times, but never once did I receive an email like it said I would. After this I tried looking up a phone number, which I discovered did not exist (I tried a phone number which many online claimed belonged to their customer support, but this appears to have been disconnected). This company has by far the worst customer support of any company I have patronized. I would NOT recommend spending a dime with this company. I spent quite a large amount of with this company and now do not have access to that account because the company has no means of contacting them. I would give them negative stars if possible, and file a suit if I thought it would go anywhere. DO NOT GIVE THIS COMPANY A SINGLE DOLLAR.

  • Initial Complaint

    Date:12/30/2022

    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.
    Purchased in game content in the game, money was consumed and did not receive the in game content. Customer support did not refund or grant ******** in return, offered a suggestion that would make me lose all my progress but that suggestion didn't even work other than losing all progress.

  • Initial Complaint

    Date:12/02/2022

    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.
    Ticket Number: ****** Earlier this year, my account with thousand of hours and about $1000 invested was permanently suspended by Hi-Rez Studios. I appealed because I believed the sentence to be harsh, but was unsuccessful. I would like my account back, or a refund for money wasted on this game.

  • Initial Complaint

    Date:11/10/2022

    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.
    The issue is I pay for the pack on their game smite that unlocks all characters and for the last week and half the game servers have constantly crashed on their end and the game keeps losing recognition that I bought the pack to unlock all characters I have been getting banned because of the crashes where I was playing ranked they removed one ban but haven't responded since the last one I have tried multiple times to contact them through their support I feel like I have been ripped off by the and I need help to resolve this if possible

  • Initial Complaint

    Date:10/21/2022

    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.
    Being banned from the game for something inhace zero control over and the company is unwilling to change or even communicate

Hi-Rez Studios is NOT a BBB Accredited Business.

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