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:01/25/2025

  Type:Billing 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.

  They absolutely refuse to remove an ESO account off your psn if you cannot prove ownership of the ***, and the proof of ownership is ABSURD. You have to remember the date you created the account, game codes you redeemed (really absurd considering those codes are random nonsense), DELETED character names and the like. You cannot use any transactions that you made for the game with your psn, you cannot use current character names. Its ridiculous. You cannot remove the account without their help, and they want ownership proved before theyll do it. Guess if someone logs in on your psn you now get stuck with that account, eh?

  Business Response

  Date: 03/21/2025

  Dear ******* ******,
  
   
  
  Thank you for reaching out us regarding The Elder Scrolls Online. We apologize about the delay in receiving a response here. We do see that we were contacted initially on January 25th, 2025 via ticket 250125-001951 and that your issue was resolved on January 31st, 2025 via ticket 250124-000034.
  
  If you have further questions or concerns, you may respond to the last email you received from Customer Support, or visit *********************************** and re-open your support case there. However, please note that additional appeals of this suspension are not likely to be considered. Please remember to only create one support case per issue, as multiple open cases regarding the same issue may delay our support centers response to you.
  
   
  
  Thank you,
  
  ZeniMax Media Inc.

  Customer Answer

  Date: 03/21/2025

  [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:01/09/2025

  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 have started playing an online game In October called Elders Scrolls Online, and in the last 3 months spent over a thousand dollars on said game. It costed me ****** to purchase me and my partner a years membership of their "plus" status. I've spent countless amounts on in-game purchases since and been supportive as I can of this game. Today I got up to see some other player had apparently utilized a flawed AI system that flags members for conduct infraction and so on. The game is rated Mature and the storyline characters display sexually suggestive content throughout the story. I understand that certain communication is inappropriate and should not be used to harm others, of course. Someone for whatever spiteful or selfish reason decided to take some parody version of the hokey-pokey song with the word "incest" thrown in, and use it as a way to say I was harrassing another individual or group. (I assume) Either way, without warning or otherwise, and without any interaction with any other member period, I was removed for Harrassment when there was no involvement with anyone else at all. For this reason, I tried following the protocol listed for appealing such infractions. I had just dumped another 40 dollars into this game last night, and even downloaded some ****** application due to some promotion they've joined up on. I have tried calling their base of operations, and submitting tickets in multiple ways, and I cannot even log in to their forum to communcate with them that way. I am being withheld from a product I JUST paid more for once again, and cannot get in touch with anybody. The game has content involving crossdressing and fetish's with ****** tassels and more. Their code of conduct is their own however unreasonable, but after being wrongfully accused of some interaction I never had with anyone, I cannot even appeal or get a hold of someone after excercising all possible avenues. Thank you for your time.

• Initial Complaint

  Date:01/02/2025

  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.

  On november 29 my subscription to *** failed but also took money out of my acocunt for gametime. After a few days of back and forth and confirming that my payment cleared. I was told to wait to get my game time added onto my account. Now its december 31-Jan 2nd and they wont answer my ticket or provide any game time onto my account that I paid for. Disgusting that I have to chase a multi million dollar company around for $20.

  Customer Answer

  Date: 01/04/2025

  Hello,

   

  As of yesterday, after filing this complaint Ive been finally re-imbursed for my game time I paid for and you can close this file.

   

  ****

• Initial Complaint

  Date:11/04/2024

  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.

  Bethesda Studios, a subsidiary of ********* and Zenimax, decided to shut down Mighty Doom Game and we were able to apply for refunds of in Game purchases. I created ticket 240725-003264 on 7/25/2024. Bethesda was responsive until 8/14/2024 and then they ghosted me. I would like the company to give me my refund to my ********* account as I specified in my ticket. It is unprofessional how I was ghosted by Bethesda.

  Business Response

  Date: 11/22/2024

  Hello ***** ****,
  
  We appreciate you reaching out to us with your concern regarding your Mighty Doom refund. We apologize in the delay in reaching out to provide an update.
  
  The delay was due to an issue we encountered providing funds to your Gamepass account as you had originally requested. In order to address the issue in a more timely fashion, we will instead be sending a physical check to the address you provided to us in ticket 240725-003264.
  
  The check has been sent out to you today, with ***** tracking info provided in ticket 240725-003264. Please let us know when you have received the check or if you have any additional questions by responding to ticket 240725-003264.
  
  Once again, we apologize for the delay in receiving a response and hope to have your refund request resolved as soon as possible.
  
  Thank you,
  ZeniMax Media ****

  Customer Answer

  Date: 12/01/2024

  [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:09/30/2024

  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.

  Game is losing items that were worked hard for and/or purchased.

  Business Response

  Date: 10/22/2024

  Hello ***** York,

  Thank you for reaching out to us regarding your recent experience with Fallout 76. We understand how frustrating it can be to lose valuable in-game items like "cobalt flux" and encounter issues with fusion cores in your power armor or loading into the game world in different locations. Unfortunately, we are unable to send players in-game items to replace lost cobalt flux and other items. 
  
  We understand that you got upset and stated, I'll find some other game to play before closing the ticket. We are sorry to hear that you feel this way and hope that we can address your concerns to improve your experience.
  
  We truly appreciate your feedback and are always striving to enhance the gaming experience for all our players. If you have any other concerns or need further assistance, please feel free to contact us again. If you choose to do so, and wish to discuss cobalt flux further, you may reference ticket 240929-001087. We hope you will reconsider and continue to enjoy the many adventures that Fallout 76 has to offer.

  Thank you,

  Zenimax Media Inc.

• Initial Complaint

  Date:09/02/2024

  Type:Billing 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 want to close/delete my bethesda account and my ********************** id is *********** Please help me get this closed love going through hoops to get an account closed

  Business Response

  Date: 09/16/2024

  Hello Jeremy Cairel, 

  Thank you for reaching out to us. We can confirm that the account was deleted as of September 5th 2024. 

  It was confirmed to you via support ticket 240831-002542. 

  You may submit any other questions you have at *******************************. 

   

  Thank you,

  Zenimax Media, Inc. 

  Customer Answer

  Date: 09/25/2024

  
  
  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:08/02/2024

  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 paid for Elder Scrolls Online and bought several expansions over the years that add up to about 200$. I also bought their cash shop currency (about ******* crowns over the years playing) which adds up 900$. The total is about $1100. I want this amount refunded to me because ESO has become unplayable. Any time I play with my friends against other players in competitive matches we get spam reported by the losing teams for completely idiotic reasons. ------------------------The latest nonsense suspension was for calling the enemy teams 'bitches' and '*******' in our own private group chat. 2.6 You will not transmit or facilitate distribution of content that is harmful, abusive, racially or ethnically offensive, vulgar, sexually explicit, defamatory, infringing, invasive of personal privacy or publicity rights. Hate speech is not tolerated at any time.8/2/2024 9:41 red b****** get the boot 8/2/2024 9:58 i dont know why... those ******* cant even pick it up 8/2/2024 10:06 but theyre ******ed ****************************** another example:This account is receiving a 72-hour suspension and a Final Account Warning due to violating the Code of Conduct with your character name(s). We cannot allow names such as Doctor Fist and Spank and Mister Spanky ------------------------I don't know what's more ridiculous... getting a suspension for mocking the enemy in team chat or for making a 'Little Rascals' reference. I can prove that I'm being unfairly singled out with this mass reporting nonsense because one of my friends in ESO has the word 'spanky' in his account name and all his character names. He never got a final suspension warning for that and was shocked to hear any variation of the name 'Spanky' is banned by Zenimax. So in addition to refunding the money I've spent on ESO, feel free to send me an apology for all the baseless mass reporting and incompetent customer service I've had to deal with over the years.

  Business Response

  Date: 08/15/2024

  
  Hello *************************,
  
  Thank you for contacting us regarding The Elder Scrolls Online. We understand you have an issue with a temporary account suspension related to ticket 240802-002685.
  
  As mentioned in the ticket, we cannot allow inappropriate language , as it is in direct violation of the following sections of our Code of Conduct:
  
  2.3 You may not harass, threaten, intentionally humiliate, "stream snipe", "name and shame", engage in acts of "griefing", or cause distress to another user, guest, or ********************** staff member/teams using ZeniMax sites and Services. This includes but is not limited to verbal attacks (both text and voice chat), unwanted messaging,personal attacks, stalking or any other undesired behavior used to cause discomfort or disrupt another user's experience. At all times users will refrain from attacking age, race, color, disability, sexual orientation, national origin, religion, lifestyle, pregnancy, gender or any other personally identifying factors protected category under applicable law. You may at no time share or refer to personal information of another person, account name, persona or avatar using ZeniMax or its affiliates. We encourage you to share feedback,suggestion, and requests with us, but we expect all of our users to refrain from abusive and disruptive behavior or resorting to demands or threats. Threats of real-life violence, in particular, are something we take very seriously and do not tolerate.
  We do not tolerate discussion that is created for the purpose of "naming-and-shaming" other users."Naming-and-shaming" is the act of creating a discussion to call out an individual or group by name, and making them the subject of public accusation, ridicule and/or shaming.
  
  2.6 You will not transmit or facilitate distribution of content that is harmful, abusive, racially or ethnically offensive, vulgar,sexually explicit, defamatory, infringing, invasive of personal privacy or publicity rights. Hate speech is not tolerated at any time.
  8/2/2024 9:41 red b****** get the boot
  8/2/2024 9:58 i dont know why... those ******* cant even pick it up
  8/2/2024 10:06 but theyre ******ed
  
  In addition, as per the Terms of Service, which you agreed to:
  
  If Your Account, a particular Membership for a Service associated with Your Account, or Your access to or receipt, play, or use of a Service, is terminated or suspended and/or if any Virtual Currency or other Downloadable Content is selectively removed, revoked or garnished from Your Account and/or if Your device is temporarily or permanently banned from accessing, receiving, playing, or using some or all of the Services, no refund will be granted, no Virtual Currency or other Downloadable Content will be credited to You or converted to cash or other forms of reimbursement, and You will have no further access to or receipt or use of Your Account or Virtual Currency or other Downloadable Content associated with Your Account or the particular Service except where any action has been taken against Your Account or device in error and subject to the Statutory Obligations (as defined in Section 1). If You believe that any action has been taken against Your Account or device in error, please contact Customer Support at *******************************.
  
  Please take a few moments to review the Terms of Service and Code of Conduct, which must be acknowledged to participate in the The Elder Scrolls Online service.
  Terms of Service - *******************************************************
  Code of Conduct - ******************************************************
  
  Any further violations of the Terms of Service or Code of Conduct by you may result in a temporary suspension or even a permanent deactivation of this account. If you would like to appeal then our ************** Manager would be glad to discuss this matter further over the phone. Please provide us with a phone number and the best time to reach out to this account holder between Monday through Friday,between 11 am to 5 pm EST.
  
  
  Thank you,
  ZeniMax Media Inc.
  

• Initial Complaint

  Date:07/29/2024

  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.

  July 19th 2024 I put in a ticket (# ******-005475) to receive a refund of roughly $95 due to an issue with the item.When the support team removed the item I have purchased with $95 they also removed years worth of other purchases as well. Big items including Chapters/DLC and upgrades. Making it so I could not play the game I have played and paid for years ago.When asking what went wrong I was told to just rent the content I had previously owned and paid for by giving the company more money for an ESO+ subscription."Upon review, we see that you purchased a membership of ESO Plus when you bought Gold Road. The membership and Crowns were removed as a result of the refund. If you re-subscribe to ESO Plus, you will regain access to the associated content as well."After telling support that was unacceptable I was told the ticket was "escalated" and if I had any more questions to reply directly to the ticket:"If you have any further questions or information regarding this issue, please respond directly to this ticket to ensure the proper team is able to see your response."Days have gone by and I still have yet to receive a response so I ask on the forums which prompted a private response from Zenimax staff by @ZOS_Kraken:"When you update your ticket, it can reset its place in the que stretching out that wait time."Basically stating its my fault for the delay in response because I did exactly what I was told to do on the ticket by responding to the ticket directly with questions and information.After 10 days have gone by I call Zenimax and finally get a call back from support staff who tell me the solution is to GIVE ZENIMAX $95 AGAIN TO GET THE CONTENT I ALREADY PURCHASED. Not fix the problem they caused..but to have me just purchase the items again.To this day I still have not been refunded my money. I still am missing hundreds of dollars worth of content that was stolen from me. I feel robbed and that Zenimax is trying to extort me.95 + 8500 crown

  Business Response

  Date: 08/07/2024

  Hello *****************************,
  
  Thank you for reaching out to us regarding The Elder Scrolls Online. We understand that you have a concern regarding game content.
  
  In ticket 240719-005475, the issue was addressed and an explanation was provided on July 30th, 2024. We apologize for the issue and confusion encountered.  
  
  If you have further questions related to The Elder Scrolls Online, you may visit *********************************** while logged in and submit a ticket to our support team who can assist you with your issue. 
  
  
  Thank you,
  ZeniMax Media ****

  Business Response

  Date: 08/09/2024

  Hello *****************************,
  
  Thank you for reaching out to us regarding The Elder Scrolls Online. We apologize for the confusion in the previous response. 
  
  As mentioned in ticket 240719-005475, The website will only update when an actual chapter edition/upgrade is purchased through the store (or applied from a retail code). It will not update if the *** is purchased through the Crown Store. However, that should not affect your actual access to the *** from your account.
  
  You are also free to continue making purchases on the account. You should also be free to visit to the houses from the *** areas that you own. If you do run into any issues, you may reply to the ticket and further assistance can be provided. 
  
  If you have additional questions related to The Elder Scrolls Online, you may visit *********************************** while logged in and submit a ticket to our support team who can assist you with your issue. 
  
  Thank you,
  ZeniMax Media ****

• Initial Complaint

  Date:07/26/2024

  Type:Order 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.

  ZeniMax Media **** suspended my account. Apparently my UserID and two ********* names, ******* and ******** violates section 2 of their conduct policies. I was suspended without warning for 72-hours. ******* was my original ********* and in keeping with the intended theme, a few weeks into playing ESO I made a second ********* in a reverse naming pattern (TardyElf). It is important to note this second name because it proves my intent was not to use "tard' in an inflammatory manner. Had customer service acknowledged this and allowed me to change the names then we would have no issues. This was not the case. Instead, ZeniMax Media through its employees have unilaterally decided that everyday words in common-usage 'tardy' and their variants are offensive. The suspension also steals from me approximately 10% of the monthly subscription fee I pay. ZeniMax is potentially in breach of contract due to the arbitrary application of a vague ToS as this was not a repeated or ongoing violation. It is a simple misunderstanding in which they actively made a choice to escalate to extremes.

  Business Response

  Date: 08/07/2024

  
  Hello *******************************,
  
  Thank you for reaching out to us regarding The Elder Scrolls Online. We understand that you have a concern regarding the violation of the code of conduct.
  
  In ticket 240725-002559, the issue was addressed and an explanation was provided on July 27th, 2024. 
  
  If you have further questions related to The Elder Scrolls Online, you may visit *********************************** while logged in and submit a ticket to our support team who can assist you with your issue. 
  
  
  Thank you,
  ZeniMax Media ****

• Initial Complaint

  Date:07/19/2024

  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 June 4th my account got banned over an apparent username infraction. The name I was using was the same name I had used for several years and I had never been reported before. The email I received said I was permanently banned and the appeal email doubled down on that. After I received the second email I filed a charge back for the new expansion I had just bought and the monthly subscription. A couple of days later I heard back again stating that my account would be reinstated, and I just had to change my name. I canceled one charge back that had not completed yet but one had already completed. A couple of days later my account was banned again. This time no email was sent out and it took 1 week and reaching out to the company on social media to get a response. It was because of the charge back that had completed. They said I would get my account back if I reversed the charge back and sent them proof. I did this same day. I have not heard anything from the company since June 20th. I did everything they asked, and reach out on multiple occasions. I even closed my tickets and opened new ones, but the new ones keep getting closed and my old one reopened. However I do not get any responses. Nothing. This is super unprofessional. I've not gotten to use anything that I paid for and it has cause me and my wife stress. My ticket number is 240618-003191

  Business Response

  Date: 07/30/2024

  Greetings *********************,
  
  Thank you for reaching out to us regarding the Elder Scrolls Online. 
  
  A review of the account associated with the Babymusher character does show that a chargeback had been reversed. We are also able to see via support ticket 240618-003191 that you indicated you reported the incident to the BBB and that your chargeback would remain. 
  
  However, we do not see the chargeback as applied to the transaction that had a reversal. As such, a refund of $14.99 was submitted for the transaction. It should be received on your end within 7-10 business days. 
  
  If you have further questions or concerns, you may respond to the last support ticket, or visit *********************************** and submit a new ticket. Please reference ticket 240618-003191 if you do so. 
  
  Thank you,
  ZeniMax Media Inc.