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:07/10/2024

  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.

  The product hasnt been fixed:- there is not a permanent fix released - they are not attempting to help the clients who have bought the product - the product is fallout 4 with paid DLC that crash continuously

  Business Response

  Date: 08/02/2024

  Hello *****************************,
  
  We appreciate you reaching out to **. We are sorry to hear you are encountering an issue with Fallout 4. 
  
  Our support team reached out to you on July 15th, 2024 in support ticket 240607-006777 to attempt to get more details on the issue you are experiencing. You were also reached out to again yesterday on August 1st, 2024. 
  
  Please reply to the ticket if you like to receive assistance in troubleshooting the issue you have encountered. 
  
  You may also visit *************************************** to submit a ticket for issues or questions regarding other products or issues you may encounter. 
  
  Thank you, 
  ZeniMax Media Inc.  
  
  

  Customer Answer

  Date: 08/06/2024

  [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:07/04/2024

  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.

  date of transaction originally was in or around 2019, i paid $39.99 + tax, they were to provide access to the software, when they decided to Merge from their independent software platform, to steam, as a result, my steam and everything steam related was forced to be linked to Bethesda. I dont want a refund, i want bethesda/zenimax to UNLINK my steam account with their platform. pictures attached. they denied me and said no.The software was flawed and broken and they lacked resolutions to fix problems, my character creation, allowed my character to choose to be SUPER fat, as a result the software company banned me from the game- stating it was as some cheating software, but it was THEIR flawd Software. ..BUT the software is LINKED to my STEAM account id: ***************** i dont want a refund, i want them to UNLINK my account with steam. the issue occurred in 2022 and its still linked. i have no access to the software and cannot add anything else, as im locked out and forced to not do anything.

  Business Response

  Date: 07/08/2024

  Hello *********************,
  
  Thank you for reaching out to us regarding Fallout 76.
  
  The Fallout 76 account was actioned for violation of our terms of service and we have reached out to the player to discuss the issue.
  
  A separate code for Fallout 76 on Steam was provided via ticket 240630-006963 on July 8th, 2024.
  
  An unlink will not be provided due to the nature of the violation. You may reply to the ticket if you wish to discuss the matter further.
  
  You may also visit *************************************** to submit a ticket for issues or questions regarding other products or issues you may encounter.
  
  Thank you,
  ZeniMax Media Inc.  

• Initial Complaint

  Date:07/01/2024

  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.

  Over the last 5 years, I have spent 5-7 thousand dollars on in-game purchases for Fallout 76. Approximately 4 mojths ago the ********** storage system within this game began to fail. I submitted help tickets for these issues and the first couple of times the issues were addressed and fixed. Over the last few months this issue has happened at all of my C.A.M.P. locations within the game. Items I have purchased have disappeared and I am unable to get them back. I am no longer able to build or expand my game because of programming issues in the game their developers refuse to fix. I have continued to submit help tickets and Bethesda refuses to acknowledge me or this issue. I have spent a lot of time and money on this game and can no longer access the items I have paid for nor am I able to enjoy the full features of the game. Some of the items were vending machines used to sell items to other players to make money to buy in game items, because of this I'm unable to use this feature as well. I have consumer rights and Bethesda is ignoring them. I have also contacted the consumer protection division of the South Dakota ************************ This isn't going to go away just because Bethesda doesn't feel the need to prov8de services to me that have been paid for.

  Business Response

  Date: 07/19/2024

  Hello *****************************,

  Thank you for reaching out to us regarding Fallout 76 and apologize for the issues you have encountered.
  
  We arranged a call and you agreed to coordinate with our Customer Support team in order to take direct action on the **** in order to remove items to get to the proper budget. Due to the unusual nature of the problem, we have agreed to do so.
  As mentioned in our phone call with you yesterday, the situation involving your **** is a more extreme case. Most of our players who follow the directions provided by the Customer Support team are able to resolve their issues on their own and are able to play again normally.
  
  Our Customer Support team will email you to coordinate when the account takeover will occur and look forward to resolving this issue soon.
  
  Thank you,
  ZeniMax Media Inc.  

  Customer Answer

  Date: 08/05/2024

  Bethesda was given permission to work on my C.A.M.P.S. in the game under my login information with the express understanding that if they took any items out of my design, that those items would remain in my storage.  This did not happen.  Additionally,  I expressed to them that they were not to work on my CAMPS that were not having issues, but Bethesda went into the previously unaffected CAMPS and removed items and rearranged my setup.  This issue has not been resolved.  Bethesda has not listened to me and has disregarded our conversations. 

  Customer Answer

  Date: 08/05/2024

  Please disregard my previous message.  I am not 100% happy, but it is better than it was.

• Initial Complaint

  Date:06/17/2024

  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.

  I purchased fallout 76 and now i have no access to it. I have contacted bethesda support many times and I can never answer their impossible questions. I have provided everything they have asked for and every time I get a message that i didn't provide something correctly. I do not want to go though any more steps to provide some code in another bethesda game, i simply want my money back. I will also hesitate to purchase ANY bethesda game in the future and will tell my gamer friends to do the same.here is the latest thread reference number. FALLOUT 76 - I CAN'T UNLINK MY ACCOUNT Status:Waiting on agent Reference:240527-007148 Created:5/27/2024

  Business Response

  Date: 07/15/2024

  Hello *********************,
   
  Thank you for reaching out to us regarding Fallout 76. 
   
  We reached out to you via support ticket 240527-007148 on July 8th, ************************** order to process a refund based on the issue you are encountering. 
  
  As we have not received a reply, we had not responded to the BBB request. If you do wish to receive a refund, we do ask that you reply with the information requested and we may proceed with the refund process.  
   
  You may also visit *************************************** to submit a ticket for issues or questions regarding other products or issues you may encounter. 
   
  Thank you, 
  ZeniMax Media Inc.  
  
  

  Customer Answer

  Date: 07/15/2024

  [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: 21864501
  
  I am rejecting this response because:
  
  bethesda finally responded to this thread saying they couldn't submit my refund because I didn't respond to their support thread. I didn't know they sent a message to that thread because i told them i was going to make a bbb complaint b/c i couldn't access fallout 76 and to respond to my bbb complaint. I just sent bethesda my information to send me a refund and i will wait for a response.

  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 07/26/2024

  Hello *********************,
   
  Thank you for reaching out to us again regarding Fallout 76. 
   
  As mentioned in support ticket 240527-007148, your refund request was submitted. 
  
  You will be reached out to again once the refund has been processed. 
   
  You may also visit *************************************** to submit a ticket for issues or questions regarding other products or issues you may encounter. 
   
  Thank you, 
  ZeniMax Media Inc.  

• Initial Complaint

  Date:06/07/2024

  Type:Customer Service 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 asked Zenimax/Bethesda to unlink my account and close it and i never got a response back and it's been a few days I would like them to do this Playstation 5 xF1R9GV76Nx

  Business Response

  Date: 06/11/2024

  Dear *************************,
  
  Thank you for reaching out regarding the issue you have encountered. We apologize that you have had issues with the unlinking process.
  
  Support ticket 240605-002512 was updated on June 10th and the unlink was performed. 
  
  You may visit **************************************** to submit a ticket for issues or questions regarding any other questions you may have. 
  
  Thank you,
  ZeniMax Media ****

  Customer Answer

  Date: 06/11/2024

  I also had deleted my account as well
  
  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:05/29/2024

  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.

  I recently bought Fallout 76 and linked the game to my Steam account. Upon launching the game and checking social to add my partner as a friend I saw that my username was listed as my ex-husband's account. When logging into the Bethesda site I see that my username in the upper right-hand corner is KillerJaneTV. I checked to see how to change the username and updated it to the UnchainedJane.Gave the needed info for my account, Steam Username, and Bethesda Username with the **** ID given by the game. I then have had two reps fail to change the username. Stating "need to have the owner of the Bethesda account reach out to us and request an unlink from the Steam account." I am the owner of the Bethesda and the Steam account.Sent Screenshots to the reps and keep getting the same automated email back. Link from their site: ********************************************************

  Business Response

  Date: 06/19/2024

  Dear *************************,
  
  Thank you for reaching out regarding Fallout 76. We understand that you have a concern regarding unnlinking. 
  
  We do apologize for the issues you have encountered. As noted in your contact with our support team via reference number 240509-007957, we were able to provide you with an update on the 30th of May. 
  An unlink was performed and you can link with another account. We did not receive any reply when we contacted you on that ticket on the 3rd of June. As such, we can not assist further unless we are aware of what the issues could be. 
  
  Please visit *************************************** to submit a ticket for issues or questions regarding other products or reply to the ticket with your continued issues.
  
  Thank you,
  ZeniMax Media ****

• Initial Complaint

  Date:05/23/2024

  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.

  On 05/21/2024 I made an in game purchase for the video game Fallout 76 for a Fallout 1st membership which grants the customer atoms as currency to purchase items in the in game shop. However, upon purchasing my Fallout 1st membership I did not receive any of the Atoms I was supposed to. I messaged the support team through Bethesda.net and they responded with a very vague wait 24 to 48 hours or to contact PlayStation itself to figure out order. Well Ive waited two days, still nothing, still no response to my reply from Bethesda, and no real way to contact PlayStation support. This ***** because its literally just a digital currency and theyre withholding it from me for no real reason.

  Business Response

  Date: 06/03/2024

  Hello *******************************,
  
  Thank you for reaching out to us regarding Fallout 76. We understand that you have a concern regarding Fallout 1st Atoms. 
  
  Support ticket 240521-003155 dated May 28th, *************************************************************************************************************** concerns. 
  
  You may visit *************************************** to submit a ticket for additional questions. Please remember to submit only one case per issue, as multiple cases regarding the same issue may delay our support centers response to you.
  
  Thank you,
  ZeniMax Media ****

• Initial Complaint

  Date:05/15/2024

  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.

  Last November (2023) I purchased a software/wristwatch combo the Starfield Constellation Edition from Bethesda. While the software was fine, the watch (which made it a $300 purchase instead of merely $60) died within two weeks. I reported this, and it took 3 months to get a replacement. The replacement died within two weeks (this is in February 2024). I reported this to them as well. A month later, they asked to confirm my address so as to send a return envelope. It has been two months since then and I have yet to receive the return envelope, Bethesda refuses to respond to inquiries. I feel as though they're just "waiting me out" and hoping I'll just give up.

  Business Response

  Date: 06/11/2024

  
  Dear *********************************,
  
  Thank you for reaching out regarding your issue with your watch and apologize over the delay.
  
  Our records indicate that a return kit was sent out and according to ***** tracking number ************, it was delivered to the address provided on June 6th. 
  
  Please visit *************************************** to submit a ticket for issues or questions regarding other products or issues you may encounter. This can also be used for troubleshooting of technical issues. 
  
  Thank you,
  ZeniMax Media ****

  Customer Answer

  Date: 06/14/2024

  [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: 21718023
  
  I am rejecting this response because:
  While I appreciate the efficiency of including a replacement watch _with_ the return kit, the replacement watch failed within 24 hours.

  The replacement watch resets itself, every 4 to 8 hours. I have tried a soft and hard reset to the watch, and have tried to use it both paired and unpaired to the iPhone app, but it continues to reset itself to 5pm PT, 12/31/1969, and requires either a reset via the iPhone app or (if I do not have my phone hard by) a manual reset (which is hard to do since without my phone hard by, I DON'T KNOW WHAT TIME IT IS).

  At this point, after seven months and three out of three watches failing to do the most basic of tasks (i.e., tell me what time it is), I demand a refund of my purchase price (less the cost of the $60 game with which it was bundled). After seven months of strife and three watch failures, this seems to be the least I am due. My purchase price was $299.99, so I expect to receive a check for $239.99, tout de suite. It can be mailed to the same address to which the return kit was sent.

  PS. If you want _this_ non-functioning watch back, please send another return kit. Let me know the tracking information so I can ensure it actually has been sent.
  
  Regards,
  
  *********************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 07/12/2024

  ---------- Forwarded message ---------
  From: ************************* <****************************************************>
  Date: Wednesday, July 10, 2024 at 12:01:13 PM UTC-4
  Subject: No update on 21718023
  To: *********************************** <***********************************>
  
  
  Hello,
  
   
  
  I had previously emailed about this customer and how we were assisting them and there was no update to the complaint.
  
   
  
  This customer was provided both another replacement and they were also moved to our refund processing group.
  
   
  
  How can the rating be adjusted given that we have assisted the customer further?
  
   
  
  I request that the complaint be updated to reflect it.
  
   
  
  Thanks,
  
  ************************* | Senior Risk Manager, CS | ZeniMax / Bethesda Softworks

  Customer Answer

  Date: 07/12/2024

  [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: 21718023
  
  I am rejecting this response because:
  While I was provided another replacement watch, it did not work. I have returned that third non-functioning watch and Bethesda has said they will issue a refund. However, that refund has not been issued yet, so the complaint is still unresolved. Bethesda requires sensitive information but has provided me with no secure method to transmit that information to them. They have opted to call me to secure that information, but have yet to do so. I have provided them with my contact information (as they requested) and I await their call. 
  

  Once I receive a refund for the purchase I made last November, I will accept their response and will consider the issue resolved. 
  
  Regards,
  
  *********************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 07/26/2024

  Hello *********************************,
   
  Thank you for reaching out to us again regarding Starfield. 
   
  As mentioned in support ticket 231128-001872, your refund request was submitted. 
  
  You will be reached out to again once the refund has been processed. 
   
  You may also visit *************************************** to submit a ticket for issues or questions regarding other products or issues you may encounter. 
   
  Thank you, 
  ZeniMax Media Inc.  

  Customer Answer

  Date: 08/02/2024

  [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: 21718023
  
  I am rejecting this response because:

  I have yet to receive any refund, nor have I been informed of the amount of the refund or an expected ETA. 

  Once I have received an adequate refund, I will gladly accept this issue as resolved, but not until then.

  Regards,
  
  *********************************
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 08/11/2024

  I have received an adequate refund from the vendor and thuswith the caveat that it should never have taken NINE MONTHS to achieve this resultI now consider this issue to have been resolved. 
  

  I thank the BBB for assisting me in this endeavor, as my complaint was getting slow-walked by Bethesda, with no end in sight, until the BBB joined ***************. 
  

  Regards,

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

• Initial Complaint

  Date:05/07/2024

  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.

  I have payed a monthly fee for almost a decade to play Elder Scrolls Online but last week (I noticed around Tuesday or Wednesday) that I was muted and couldnt communicate, trade, or access other game features, these features are the only reason I play this game. I submitted a ticket and waited for a reply, only to find out my ticket was thrown out. I have submitted 2 or 3 more tickets and still dont have a resolution, all while Im still paying that monthly fee. No one will help and its been a week.

  Customer Answer

  Date: 05/13/2024

  I would like to withdraw my complaint. After almost a week, they finally replied and restored my account. While their methods are slightly annoying, I do not wish to stir up anything else with this complaint.

• Initial Complaint

  Date:05/06/2024

  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 contacted Bethesda support and created a support ticket for their game Fallout 4. The problem I'm having is that the Character creation screen cuts off the part of the screen where I need to enter the characters name which is required to continue. Bethesda has state that my monitor with a resolution 3840x1080 is supported but that's note the case.I received an automated response on 4-27-24 with some troubleshooting steps to try and uploaded a screenshot of the issue as well as the DXDiag they requested on 4-28-24 since non of the troubleshooting steps solved the problem.I followed up on 5-1-24 for an update but have yet to received one. It's now 5-6-24 and this issue hasn't been resolved nor has the company followed up with my support ticket.

  Business Response

  Date: 05/17/2024

  Dear ***************************,
  
  Thank you for reaching out to us regarding Fallout 4. We understand that you had a concern regarding display issues with an ultrawide monitor.
  
  In your Customer Support case with reference number 240427-009477, our Customer Support staff indicated that a non-ultrawide resolution could be used to likely resolve the issue. You replied on May 15th, 2024 that the recent patch fixed the issue you were encountering. 
  
  Because your issue was listed as resolved in this support case, we currently consider this matter resolved on our side. 
  
  If you have additional questions or concerns regarding your case, you can reopen it by replying to the last email from Customer Support, or by visiting ***********************************************. Please remember to create only one support case per issue, as creating multiple cases may delay our support centers response to you.
  
  Thank you,
  ZeniMax Media ****