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:06/17/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Company accepted my money for Elder Scrolls Online in-game currency (Crowns), all of their DLC, and a monthly subscription. 2 minutes after completing the last purchase, they kicked me off of the service and refuse to let me back in. No one is answering messages.I'm afraid I MUST insist that they either let me back on the service to play normally, or refund every cent of cash I have spent on this recklessly dangerous practice of theirs.

  Customer Answer

  Date: 06/17/2025

  Following a recent resolution, I'm happy to rescind this complaint. Apologies for any wasted time here.

• Initial Complaint

  Date:06/11/2025

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Zenimax or better known as Bethesda has forced all users to use discord to communicate with them. They also have their own employees bullying people who have constructive criticism for their company in chat. They aggressively mute and block anyone who does not tow the company line. Their team is abusive and their cronies bullying people in chat are abusive. I have invested a lot of money into this game to be abused by moderators who can't take critical feedback of their actions.Worse is the exploitive action Zenimax and Bethesda have taken. They block the ability to change or alter your players abilities as a moment notice and thus making the game we pay for unplayable. Worse recently is their exploitive deceptive action with disabling tons of cards and ONLY posting the announcement in Discord ... yes the SAME place where they AGGRESSIVELY block countless people who have genuine constructive feedback.When reaching out they lied saying I spoke about conspiracies and other malarkey when I was only discussing the actual things Zenimax and Bethesda actually ****** discord account needs reactivated under: *********************** Bethesda should post about their disabling of in game effects. Right now the sound effect and other variables make it seem like these skills work but they don't. Affecting all the players who don't use discord or were banned by their ABUSIVE moderators and cronies in chat bullying people.

  Business Response

  Date: 06/16/2025

  Dear **** ****,
  
  Thank you for reaching out to us regarding The Elder Scrolls Online.
  As mentioned in ticket 250611-000934, the ban on the Discord account was removed and you were reminded to read and observe the rules more closely moving forward.
  We do also wish to clarify that there are multiple ways to communicate with us. For example, the support system, which you used to contact support and submit your help ticket. Another example is *******************************************.  
  If you have any questions regarding the removal of the ban, please update the ticket and we can assist you further.
  Should you have any other questions you may visit ************************************ and submit a new support ticket.
  
  Thank you,
  ZeniMax Media Inc. 

  Customer Answer

  Date: 06/18/2025

  The company has reached out and reviewed the details and confirmed I did not break any rules. They unbanned me and have allowed me to enter the public forum again! Please mark this as a positive review and just an outlier event, they did a great job turning this around! Frustrating it happened and it was due to them using Volunteer administrators.

• Initial Complaint

  Date:06/03/2025

  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 purchased a gamepass, premium version of the game which costs *****, which was advertised to contain presale content with it and in game mount, an in game pet and sevral peices of in game furniture, if purchased before june 2nd, as you can see i purchased the product before june 2nd, and it would be available for access immediately, I still do not have that content i paid for, i need the presale content that was promised, im not interested in being robbed by a company that doesn't even have any overhead to deliver what i already paid for, this is absurd criminal behavior, give me the rest of what I already paid for please.

  Business Response

  Date: 06/04/2025

  Dear ******** *****,
  
  Thank you for reaching out to us again regarding The Elder Scrolls Online.
  As mentioned in ticket 250525-000453, we would need a screenshot of the proof of purchase from the retailer you purchased the product from.
  Please update the ticket as requested and we can assist you further.
  Should you have any other questions you may visit ************************************ and submit a new support ticket.
  
  Thank you,
  ZeniMax Media Inc. 

  Customer Answer

  Date: 06/06/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23414176
  
  I am rejecting this response because:

  Ive already sent them this info, this is the response I received, this company is criminal, it costs them 0 dollars to deliver what I payed for and me almoast 80 dollars, they're theives and should be brought to justice, these video game companies are running around unhinged and unchecked commiting financial fraud daily with items that don't even exist in real life. I will continue to try and seek justice for this criminal behavior from your company. Expect to hear from my attorney, a district attorney or another government organization, and press.
  
  
  Regards,
  
  A guy who is now boycotting your company
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 06/13/2025

  Dear ******** *****,
  
  Thank you for reaching out to us again regarding The Elder Scrolls Online.
  We do appreciate you providing us with the screenshot of the proof of purchase that was made as we had requested.
  As mentioned in ticket 250525-000453, since your purchase was made through a third-party seller that is not officially affiliated with or approved by us, were unable to provide support for missing pre-order content.We understand this can be frustrating, but we cannot guarantee what content or codes are included with purchases made outside of our authorized retail partners. For any additional assistance regarding missing content, we do ask that you contact the retailer you purchased the product from.
  Should you have any other questions you may visit ************************************ and submit a new support ticket.
  
  Thank you,
  ZeniMax Media Inc. 

  Customer Answer

  Date: 06/13/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23414176
  
  I am rejecting this response because:
  IIt is your responsibility to make right on your own promotional content, not the third party sellers you sold licenses to. You are robbing me for a product with 0 overhead to distribute, if you want to keep your player base and not have future law suits and legal issues, I recommend giving me what I payed for and doing the same for the rest of your customers! You're theives, you're a criminal organization and I will continue to try and find justice for your criminal behavior.
  
  Regards,
  
  ******** *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/31/2025

  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 was permanently banned for using third party software that to my knowledge I did not use. They provided no evidence other than they "confirmed" it was done. When requesting to show them my event log to show my exes that have ran on my PC for the past 3 weeks (I don't restart my PC very often) and shadowplay (gameplay recordings) of my time playing for the past several days I was told that they confirmed it was done so no evidence would help. I requested evidence of said activity and they claim "proprietary security risk" like all big tech companies. So, basically I'm convicted and lifetime banned from a game I spent nearly $100 on after only 3 weeks of gameplay with no evidence of wrongdoing, no chance to appeal, and no chance to review the evidence against me. We have 3 players in my household all of which started playing in the past month with me and I created another account pending appeal so I could still play with my family. And, now I am down almost $400 because obviously they do not want to play without me. We were looking so forward to the new expansion and we were all ESO+ members , doesn't matter , doesn't afford you any accountability / or chance to represent yourself they just lobby whatever charges they want and continue about their day.Even if there was a violation of code of conduct on an account 3 weeks old playing on an IP with 4 players (a whole family) a lifetime ban with no chance to appeal / defend yourself is an EXTREME measure that violates good faith in my opinion. I'm sure our few hundred dollars we'd spend on future expansions / ESO+ doesn't matter to this behemoth but one can hope they feel it.

  Business Response

  Date: 06/02/2025

  Dear ****** ****,
  
  Thank you for reaching out to us again regarding The Elder Scrolls Online.
  We understand that you are asking for an appeal review.
  An appeal review was performed. As mentioned in ticket 250523-002417,details on appeal reviews performed are not shared due to sensitivity of data that can be used to further attempt to hide from detection procedures.
  As stated before, the actions are not taken lightly and are only performed in extreme circumstances.
  Should you have any other questions you may visit ************************************ and submit a new support ticket.
  
  Thank you,
  ZeniMax Media ****
  

  Customer Answer

  Date: 06/03/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23401268
  
  I am rejecting this response because: again I have not even been presented the opportunity to present evidence that I was not running a bot. I do have event log from windows to show all exes started since I bought the game and shadowplay footage. So a thorough review hasnt been conducted literally I am accused of something with no chance to defend myself or to see the evidence against me. Its crazy that this is considered just or even legal I am sure its all covered in the *** but it doesnt make it ok and I am half tempted to consult an attorney just to see if its legal to take action without any evidence or demonstration of evidence. 
  
  
  Regards,
  
  ****** ****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  There is a ************************** account that I do not own named "hopefulgazelle11543" linked to my steam account, I have no email or password for it so no way to unlink it from my steam account, and their support site has done nothing to fix it.

  Business Response

  Date: 05/30/2025

  Dear ***** *******,
  
  Thank you for reaching out to us regarding **************************.
  After review of the details provided, it appears that you were assisted on 15th of May 2025. Our records show ticket 250513-006875 was created on the 13th and resolved on the 15th.
  If that was not you, please let us know. If that was you,please respond to the ticket with any additional information and clarity required to correct your concern.
  You may visit **************************************** to submit any other support cases.
  
  Thank you,
  ZeniMax Media Inc. 

  Customer Answer

  Date: 06/02/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *******
  
  

• Initial Complaint

  Date:04/30/2025

  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.

  I am writing to file a complaint against ZeniMax Online Studios regarding their handling of an incident in their game Elder Scrolls Online (ESO) that resulted in the permanent ban of my account.Account Details:Account; LennaTheRussian Account email: ********************* I have been an active player for approximately two years I have made significant financial investments in the account through legitimate purchases My account has no prior history of violations or warnings Incident Description:On 04/22/2025, while participating in PvP gameplay, I experienced an unintentional game glitch that caused my character to fall beneath the map. I acknowledge that while in this glitched position, I did interact with other players, which was an error in judgment on my part. However, I did not deliberately exploit this glitch, nor did I use it to cause significant disruption to gameplay. I grabbed a scroll from a keep while I was underground purely for fun and to mess with a few people, yes it was a dumb decision however I had no intention of using it to my advantage. Until I randomly teleported about 30 minutes later back to my base and I had work in a few hours and I could not log off so I just put it where it goes. My Concerns:The permanent ban appears disproportionate to the nature of the incident, especially given:The glitch occurred through no intentional action on my part I have no history of rule violations I have been a paying customer for two years **************** response has been inadequate:I have only received automated responses to my appeal No human representative has reviewed my case No opportunity has been provided to explain the circumstances I understand the importance of maintaining fair gameplay, but believe the permanent termination of an account representing two years of time and financial investment is an excessive response to an unintentional glitch, especially for a first-time incident.

  Business Response

  Date: 04/30/2025

  Dear ******* *******,
  
  Thank you for reaching out to us regarding The Elder Scrolls Online.

  
  After review of the evidence associated with the LennaTheRussian account, the ban will remain in place as stated in ticket 250423-002724.

  
  Note that the review of the evidence was performed by the ZeniMax Player Safety team and the response to the appeal was also performed by the same members.

  
  As mentioned in the ticket, the decision was not made lightly and is final. No further appeals will be held.

  
  You may visit ************************************ to submit any other support cases.
  
  Thank you,
  ZeniMax Media Inc. 

  Customer Answer

  Date: 05/06/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23267681
  
  I am rejecting this response because: This is the same copy and pasted response they have been giving me for two weeks now. They refuse to have an open discussion on why I was banned and refuse to give a break. 

   

  A first infraction, especially when it was of no fault of my own does not deserve such a harsh punishment. Especially when I have spent two years in good standing with no other issues.

   

  I want a resolution.
  
  
  Regards,
  
  ******* *******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:04/29/2025

  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.

  On March 12, 2025, my Fallout 76 account (+Rat) was permanently banned by Bethesda/ZeniMax, with the explanation that I had allegedly tampered with the game client's security systems. I have no knowledge of doing anything of the sort, nor do I have the technical expertise to do so. Ive played since launch and remain an active member of the community.I made multiple good-faith attempts to understand and appeal the decision via Bethesda Support. All I received were repeated, copy-pasted responses with no meaningful details. Eventually, I was told the matter was closed and further replies would be ignored.I acknowledge installing quality-of-life (QoL) mods like SFE, widely used in the Fallout 76 community to improve the ** and performance. These dont offer unfair advantages or alter gameplay. Bethesda has not clearly stated these are bannable.I also had two other accounts (+-**** and -+****) active during the same period. They were not banned, despite sharing the same system and networksuggesting the detection system may be flawed.I was never given a clear example of rule-breaking or any evidence. After weeks of reaching out, I was dismissed with boilerplate replies. I now feel ignored by both Bethesda and *********, and wrongly accused of something I could not technically have done.Desired Resolution: I respectfully request Bethesda/ZeniMax reopen the investigation into my account. I request a clear, specific explanation of the alleged infraction. I request that the permanent ban be lifted if no direct evidence of cheating or tampering exists. At the very least, I seek fair treatment and a transparent, human review of my case.Thank you for your time and assistance in bringing visibility to this matter.Sincerely,****** *******

  Business Response

  Date: 04/30/2025

  Dear ****** *******,
  
  Thank you for reaching out to us regarding Fallout 76.  We appreciate you taking the time to contact us and explain your concern over the ban of the account in question.
  The +Rat account was reviewed multiple times by both engineering and Terms of Service staff, and it was confirmed that it did violate our Code of Conduct. As such, the account will remain banned.
  These decisions are not made lightly and are only performed when violations occur that ban be verified.
  Ticket 250414-001812 explains this as well. In addition, it does mention that we consider this matter closed.
  
  Thank you,
  ZeniMax Media Inc. 

  Customer Answer

  Date: 05/09/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23264555
  
  I am rejecting this response because:
  
  I respectfully reject the response from ZeniMax Media **** regarding the permanent ban of my Fallout 76 account (+Rat).

  **********************'s latest response, which was sent via BBB, is essentially a copy-paste version of the same vague, unhelpful response I received through their support system. This repetition, without any substantial new information or evidence, further highlights their failure to engage with my concerns seriously. I have received nothing but generic repliesthe same boilerplate answers over and overthat fail to answer my core question: What exactly was the violation, and can you show me the evidence?

  Furthermore, in this most recent reply, ZeniMax has suddenly shifted the reasoning for my account's ban, now citing "hacking" as the alleged cause. This is the first time this term has been introduced into the conversation, and it directly contradicts earlier communications, where no such claim was made. If they had specific evidence to support these allegations, they should have presented it from the start instead of leaving me in the dark for weeks.

  To date, I have received no clear explanation, no evidence of wrongdoing, and no substantive response to my repeated inquiries. Instead, I have been met with a closed-door mentality, with ZeniMax choosing to treat this matter as "final" without providing the information needed to validate their actions. This treatment is unacceptable, and I feel dismissed and manipulated in this process.

  I ask once again that ZeniMax reopen the investigation into my account and provide a detailed, transparent, and human review. I deserve clear and specific evidence of any alleged violation, especially when the accusation of "hacking" is entirely new and unsupported by any facts they have shared with me.

  The handling of this situation is frustrating and far from professional. I trust the BBB will assist in ensuring that ZeniMax is held accountable for their failure to provide transparency and their repeated lack of clarity in this matter.

  Thank you for your time and continued assistance.

  Regards,

  
  ****** *******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/09/2025

  Dear ****** *******,
  
  Thank you for reaching out to us again regarding Fallout 76.
  The actioned account was reviewed by the development team as part of the appeal process and that is the reason why there is no further appeal allowed.
  Details on the review performed are not shared due to the sensitivity of data that can be used to further attempt to hide from detection procedures.
  As stated before, the actions are not taken lightly and are only performed in extreme circumstances.
  
  Thank you,
  ZeniMax Media Inc. 

  Customer Answer

  Date: 05/15/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23264555
  
  I am rejecting this response because:
  
  The message I received is nearly identical to prior responses issued through Bethesdas internal support system. It provides no new information, and it continues to avoid giving any clear or specific details about what I was actually accused of doing. I am accused of "client hacking," yet I have received zero evidence, no timestamped incident, no description of the alleged violation, and no opportunity to meaningfully respond. I am simply expected to accept a permanent ban on vague terms.

  I understand that detection methods must be protectedbut using this reasoning to completely deny transparency or due process for affected users is both unfair and deeply unprofessional. Other companies facing similar challenges manage to protect detection integrity while still communicating with clarity about what actions triggered a ban.

  Whats worse, I have been treated dismissively throughout the process. Every response has been a boilerplate dismissal. And now, even through the BBB, I am simply being told again that no appeal is allowed, without meaningful resolution.

  I also note again that I used community-accepted quality-of-life mods, including the *** plugin used by many modders, none of which give an in-game advantage or alter gameplay unfairly. I operated other accounts on the same systemnone of which were bannedwhich raises serious questions about the accuracy of the supposed detection.

  At this point, I request:

  - A specific explanation of what rule was allegedly broken.
  - A description of what activity triggered this claim of client hacking.
  - A direct statement as to whether using tools like *** alone are considered grounds for a permanent ban.
  

  This is not just about restoring my accountthis is about fairness, transparency, and accountability. Right now, Bethesda/ZeniMax has provided none of these.

  I respectfully ask the BBB to keep this case open, as I believe this matter remains unresolved and deeply mishandled.

   

  Sincerely,
  ****** *******
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/27/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 filing a complaint regarding Bethesda/Zenimax Media's handling of refunds for the now-defunct mobile game Mighty DOOM. I made several purchases between March 2 and March 5, 2024, totaling about $40: Battle Pass ($4.99), H*** on Earth Bundle ($19.99), Nekravol Bundle ($4.99), Doom Hunter Base Bundle ($9.99), and Earth Bundle ($0.99) all through ****** Play (transactions: GPA.3390-0829-4493-17396, GPA.3391-3113-8856-36119, GPA.3320-2848-1196-78675, GPA.3331-6852-7527-37504, GPA.3348-7188-0649-17415).I first contacted Bethesda Support on 5/28/2024. Initially, they redirected me to ****** for a refund, but when I pointed out it was beyond ******'s refund window, they offered a resolution. They asked for proof of purchases and offered ********* credit or a mailed check. I provided screenshots and my ********* account details ********************************** 8/14/2024, Bethesda has repeatedly apologized for delays but never completed the refund. My tickets (references 240528-001349 and 241214-004100) have been marked "Waiting on Agent" for months despite multiple polite follow-ups from me. As of today (4/27/2025), I still have not received any refund or resolution. Bethesda promised the refund would be processed "shortly," but over 8 months have passed with no action.I am requesting a full refund for my purchases via either ********* credit or a mailed check as originally offered by Bethesda Support. I can provide all screenshots and transaction records if necessary.

  Business Response

  Date: 05/02/2025

  Dear ******* *******,
  
  Thank you for taking the time to reach out to us. We understand that you have experienced delays with refunds associated with Mighty Doom. We apologize for the delay.
  Per ticket 240528-001349, we will be providing you with a check refund rather than the credit to your XBOX account.
  Now that we have your details, the process will move forward more quickly. Once again, we apologize for the delay and appreciate your patience in the matter. Please update ticket 240528-001349 with any further questions or visit *************************************** to submit any other support cases.
  
  Thank you,
  ZeniMax Media ****

  Customer Answer

  Date: 05/09/2025

  The business has mailed me a refund check, and the funds have now cleared in my bank account. I consider this issue fully resolved and appreciate the assistance.
  
  Regards,
  
  ******* *******
  
  

  Customer Answer

  Date: 05/09/2025

  The business has mailed me a refund check, and the funds have now cleared in my bank account. I consider this issue fully resolved and appreciate the assistance.
  
  Regards,
  
  ******* *******
  
  

• Initial Complaint

  Date:03/01/2025

  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 had previously played the game Fallout Shelter on my iPhone. Upon going into the game I discovered my game file was not loading. I investigated and found this to be a common issue with the game. Of the receipts I could find I spent $43.97 on in game items (it is more but I do not have the receipts for those). Upon contacting support for the game I was told not only that they could not restore my game file, but could not reward me with what I purchased if I started a new game file. They directed me to request a refund through *****, which I cannot do as the purchases were outside 90 days. As such, I would like a refund from the company for the purchases I have receipts for, or alternatively I would also accept equivalent in game items.

  Business Response

  Date: 03/19/2025

  Dear **** ******,
  
  Thank you for reaching out us regarding Fallout Shelter. Our team has reached out directly to you via the email address provided to us on the 13th of this month to assist you with your refund request. Should you wish to receive further assistance, you may respond to that email. It is recorded as ticket 250313-001037.
  We appreciate you bringing this to our attention. We are committed to resolving the matter and ensuring customer satisfaction.
  If you have further questions or concerns, you may respond to the last email you received from Customer Support or visit *************************************** and submit a new support case there.
  
  Thank you,
  ZeniMax Media ****

  Customer Answer

  Date: 04/01/2025

  I responded to their email and never received any reply from them to make sure I was giving them what they need.

  Business Response

  Date: 04/07/2025

  Dear **** ******,

  
  Thank you for reaching out to us regarding your recent inquiry. We wanted to let you know that we received your message and have responded.

  
  On the 4th of this month, we updated our ticket to inform you that we could arrange a phone call to discuss the matter further. We are now waiting for your response to proceed with the call.

  
  We appreciate your patience and are committed to resolving this issue to your satisfaction. If you have any further questions or concerns,please feel free to respond to the email or visit our support page at *************************************** to submit a new support case.

  
  Thank you,
  ZeniMax Media Inc.

• Initial Complaint

  Date:02/23/2025

  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.

  In three and half years I have spent well over $500 on two accounts or having to buy this game The Elder Scrolls Online twice on two different accounts on Steam. With $15 a month for a plus package off or on during this time my characters I created for the game had a lot of time or in game cash spent on them making them worthy of what they call pvp or player vs player. I have been kicked, harassed or my entire house loses internet when these moderators or administrators break rules or cheat during gameplay. It happens around the same day each day causing great outages of the internet through my entire house others cannot access their tv's or devices. It is so obvious that someone is breaking the rules by hacking my account or causing my internet to be shut off for hours at a time I do not know how to get it back online other than luck or the hacker done harassing. This cannot be accepted for the trolling or harassment I am really upset or wonder does a consumer have a voice against corrupt game players or those who run the game allowing for the harassment or **** near psychological terrorism of not being able to log in due to some error until hours later I wish their business nothing but failure.

  Business Response

  Date: 03/18/2025

  Dear ******* *******,
  
  Thank you for reaching out us regarding The Elder Scrolls Online. We apologize about the delay in receiving a response here. Our team has reached out directly to you via the email address provided to us on the 12th of this month. Should you wish to receive further assistance, you may respond to that email. It is recorded as ticket 250312-001394.
  We appreciate you bringing this to our attention. We are committed to resolving the matter and ensuring customer satisfaction.
  If you have further questions or concerns, you may respond to the last email you received from Customer Support, or visit *********************************** and submit a new support case there.
  
  Thank you,
  ZeniMax Media ****