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:04/26/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Purchased the Starfield collectors edition at launch. ***** watch that was included worked for about 3 weeks then top left button acted like it was stuck and the device would no longer power on. Opened an RMA and received a replacement. Replacement worked for 2 days before the same symptoms appeared as the first one. Reached out to start another RMA process and have been stonewalled for over a month now with no response on my tickets. Opened a seperate ticket to try and receive additional information and was told to continue waiting with no update on the status of the ticket or a replacement for the replacement. Horrible customer service and an RMA process that is lacking communication with the customer.

  Business Response

  Date: 05/24/2024

  Hello ***********************************,
  
  Thank you for reaching out to us regarding Starfield. We understand that you have encountered an issue with the watch.
  
  Support ticket 231124-002930 dated May 24th, 2024 provided details explaining the replacement of the watch as we as a request to reply with any additional questions. 
  
  Please respond to the ticket with any additional questions you may have regarding the watch. 
  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: 06/01/2024

  [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: 21628905
  
  I am rejecting this response because:
  
   Please see the linked video. 
  
  *************************

  A replacement was sent to me, it lasted one day and now will not power on. I noticed at one point in the day that it had shut itself off, but the battery was near full. I was able to turn it back on and then noticed it had shut itself off again at one point and will now not power on at all. I am not sure what the issue is, other that quality that is so poor that the item will not function as intended. At this point I am over the *** process and the customer service which has been some of the worst I have ever had to deal with. I now have one watch that has buttons that do not work on the left side and one that will not power on at all. I started the *** process in November of 2023. 
  I just want a refund.  
  Regards,
  
  ***********************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 06/18/2024

  On May 5th, 2024 the support ticket was responded to that the replacement was working. 
  
  If the replacement has an issue, the ticket can be responded to and the customer can be assisted further. 
  
  If there are further items to include regarding the replacement, they may be included in the ticket. 
  
  For reference, the ticket number is 231124-002930. 
  
  Thank you, 
  ZeniMax Media Inc.  

• Initial Complaint

  Date:04/25/2024

  Type:Sales and Advertising 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.

  Bethesda released an announcement that Fallout 4 would be receiving a next-gen update which would be free for all users that had access/ownership of the original version of the game. The game was on sale for $5 up until the release of the update. When the update was finally released(today) the discount on the base game was removed and the game now costs $20. People who have the base game through a previous version of PlayStation plus will not have access to the upgrade. This was not clarified before the release of the update. This is false advertisement and is highly misleading. The game should be on sale for the discounted price. Because their announcements on the release of the update did not make it clear that not everybody would have access to this upgrade and in fact said the opposite so there was no reason to purchase the base game when you already had ownership of it through the ps5 collection.

  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 pricing listings on the *** Store.
  
  In your Customer Support case with reference number 240506-005287, our Customer Support staff indicated that we were aware that there was an issue being experienced by PS Plus subscribers and that the issue should be resolved. This included the posted link that included the information and a request for a reply if there were any issues experienced.
  
  As it was provided on May 6th, 2024 and we have not received any response, we consider the 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 Inc.

• Initial Complaint

  Date:04/21/2024

  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.

  My Bethesda Fallout 76 account was compromised by a data leak. I have multiple supporting evidence that i am the original account owner and support will not return the account to me. I am emailing from the original account. I have provided screenshots of all my transactions of Purchases totaling over 200 dollars. I filed a support ticket which went unanswered on the date it was compromised. I provided the email that stated the email was changed. the ** address and location outside the ** that it was changed to. Multiple tickets have been filed since it was compromised on 8/2/21 every time they say I do not have enough evidence. The steam account was linked to the account. the screenshots provided. How much more do you want?

  Business Response

  Date: 05/17/2024

  
  Dear *********************************,
  
  Thank you for reaching out to us regarding The Fallout 76 account. We understand that you have a concern regarding access recovery.
  
  In your Customer Support case with reference number 240414-007134, our Customer Support staff reset your accounts recovery information on May 1st 2024. You have not responded to us in that support case to confirm that your access to the account had been restored however the access should be available based on the detail you provided. 
  
  Because your issue was 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 ****

• Initial Complaint

  Date:04/21/2024

  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.

  Someone linked a bethesda account to my steam account. Despite my best efforts, they refuse to reasonably engage in any form of dialogue that would actually lead to a resolution. Because a bethesda account is linked to my steam account i have no way to access the 200+ version of the game Fallout 76 that i bought. I have shown ownership over both the bethesda account that bought the game and the steam account but apparently being the owner of the steam account is worthless and will not encourage to help you remove rogue accounts attached to my actual account. My ********************** username is "AFancyTurtle", and my steam ID is *****************. They are both associated with the same email: ********************* Despite Bethesda contacting me and me replying through my yahoo account that is connected with my steam they still insist i in now way can be the owner. Futhermore i have answer my security question to them correctly 3 times and they literally do not enknowlege it at all.

  Business Response

  Date: 05/03/2024

  Dear *****************************,
  
  Thank you for reaching out regarding the issue you have encountered and apologize for the difficulty in getting it resolved. 
   
  A support ticket (240501-002862) was created to gather the appropriate detail and it appears that the issue has been resolved.  Please respond to the support ticket with any further questions or issues you may encounter with the account.
  
  You may also visit *************************************** to submit a ticket for issues or questions regarding any other account issues you experience.
  
  Thank you,
  ZeniMax Media ****

• Initial Complaint

  Date:04/19/2024

  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 purchased a game through Bethesda for $59.99 on 11/5/2018 In April 2023 Bethesda closed the launcher that allowed access to this video game.Since I have tried multiple times to gain access to the game I purchased and time and time again I have been met with countless denial, refusing to accept proof of identification all for which they require for me to gain access to the game I purchased. The resolution is to provide me a steam access code for the game I purchased since they refuse to connect my account to a replacement platform after they closed their own launcher.

  Business Response

  Date: 05/01/2024

  Dear ***************************,
  
  Thank you for reaching out regarding the issue you have encountered. 
  
  We were unable to locate any account details associated with the email address provided: ****************
  
  We had ticket 240429-002659 created in order to contact you and it appears that the further detail you were able to provide allowed for the unlink request to be performed. 
  
  By doing so, you should be able to link to the proper account. 
  
  Please visit *************************************** to submit a ticket for any further issues or questions.
  
  Thank you,
  ZeniMax Media ****

• Initial Complaint

  Date:04/11/2024

  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.

  Elder Scrolls Online is game developed by Zenimax Online Studios. I am a dedicated player and love to the video game. I have spent numerous dollars summing up to $50+ and have helped the community by participating. On Thursday March 21st 2024 my Elder scrolls online account was permanently banned with no reason other then I violated the Code Of Conduct. First thing I did was appeal the ban and file a ticket. After many days I finally got a response to verify my account. I did verify and it took another many days to have to verify again. Finally, after weeks I was able to get a reason on why my account was permanently banned and it was due to inappropriate names. I understand that names that they dem inappropriate is a ban able offense but I disagree with a permanent account ban. My account names were TheVirgn, GankYourgrandpa, ISwearShesEighteen. I assume ISwearShesEighteen and TheVirgn are the names under investigation (They didn't tell me). However, these are individual character names in the video game and Elder Scrolls Online is rated M17+. How is that inappropriate? You have to be eighteen to play the video game in the first place and TheVirgn was my first character in the game. I was a Virgin and according to ******* the definition " a person who is naive, innocent, or inexperienced in a particular context". This leads to why a permanent ban and not a warning? Why couldn't Zenimax warn me and I could change the name or possibly suspend my account for a couple days or even lock me to a certain PG name? I've personally seen people exploit the game and get 1-4 days account bans. Mind you when you first create a name it detects inappropriate names and doesn't let you use it. My names passed the detection and lead my account to a random demise. This was my first offense as a paying customer and should be given a chance. I just want my account and to play the game and am extremely sorry but this action is not fair.My Account:TheVirgn *****************

  Business Response

  Date: 04/19/2024

  Dear ***************,
  
  Thank you for reaching out us regarding The Elder Scrolls Online. We understand you have a concern regarding a ban applied to an account you have used.
  In your customer support case created 03/22/2024 with reference number 240322-003186, you were informed that your account had been banned due to a violation of the games Code of Conduct:
  LAWFUL COMPLIANCE
  1.1 You may not post, publish, transmit, promote, or distribute content that is illegal.
  1.2 The laws that apply in the offline world must be obeyed online as well. We have zero tolerance for illegal behavior (such as stalking, threats of physical violence, child solicitation, doxing,etc.) on ZeniMax and its affiliates' websites, forums or game environments including Bethesda.Net. We terminate use of the Service and cooperate with law enforcement on such matters.
  Character name example: ********************
  As this name was considered an extreme violation, the account was permanently deactivated despite it being the first offense.
  Upon your appeal of this ban, a review was conducted by our Customer Support team. This review found that your account did in fact violate the Code of Conduct, and the ban was upheld. We currently consider the matter resolved on our side.
  You do appear to have another account that is active and available to use. That account will remain active and available while it does not violate any Code of Conduct or Terms of Service.
  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 ****

  Customer Answer

  Date: 04/19/2024

  [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: 21565301
  
  I am rejecting this response because: I don't believe that the name ISwearShe'sEightteen is illegal and so does the law. Does it violate your code of conduct yes it does. Any name violates your code of conduct. But, considering the law the name is not illegal. Its just a name regarding legal age and has no intent other wise. I still don't believe this should have been a permanent ban but a suspension and a name change. But that is not the case. Definition for Swear: Make a solemn statement or promise undertaking to do something or affirming that something is the case. Definition for Eightteen: Equivalent to the product of two and nine; one more than seventeen, or eight more than ten; 18. I've added an attachment of someone getting a 72 hour suspension for automation in your game which violates the code of conduct as well. My name doesn't hurt your game, automation does. My case is still not fair.
  
  
  Regards,
  
  ***************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 04/22/2024

  I am rejecting this response because: I don't believe that the name ISwearShe'sEightteen is illegal and so does the law. Does it violate your code of conduct yes it does. Any name violates your code of conduct. But, considering the law the name is not illegal. Its just a name regarding legal age and has no intent other wise. I still don't believe this should have been a permanent ban but a suspension and a name change. But that is not the case. Definition for Swear: Make a solemn statement or promise undertaking to do something or affirming that something is the case. Definition for Eightteen: Equivalent to the product of two and nine; one more than seventeen, or eight more than ten; 18. I've added an attachment of someone getting a 72 hour suspension for automation in your game which violates the code of conduct as well. My name doesn't hurt your game, automation does. My case is still not fair.
  
  
  Regards,
  
  ***************

• Initial Complaint

  Date:01/13/2024

  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.

  Failure to provide online service including safety per terms of service agreement. Company support channel was contacted regarding other online users on their service who are proactively doxxing and harassing myself among other users. Instead the support channel retaliated and issued my account an infraction. Customer support also was condescending in their response, if any. Service amounts includes monthly access fees and microtransaction purchases for 2 years 2022 - 2024 due to statute of limitations.

  Business Response

  Date: 01/19/2024

  Dear ***********************,
  
  Thank you for reaching out us regarding The Elder Scrolls Online. We understand you have a concern regarding a warning applied to the game account.
  
  In your customer support case created January 12th, 2024 with reference number ******-******, you were informed that the account has been warned as a result of ongoing violations of the Code of Conduct and Terms of Service. 
  
  In addition, after appeal of the warning, it was reviewed and determined that the harassment was a violation of the Code of Conduct and upheld. 
  
  We cannot allow Harassment , as it is in direct violation of the following sections of our Code of Conduct:
  
  [2.3 You may not harass, threaten, intentionally humiliate, T-Bag, stream snipe, name and shame, engage in acts of griefing, or cause distress to another user, guest, or ZeniMax 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 users 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.]
  
  [2024-01-12 15:56:54 PM 0 ****** ****** * * **** in your 30s
  2024-01-12 15:56:45 PM 0 ****** ****** * * **** You prob live with your parents
  2024-01-12 15:56:16 PM 0 ****** ****** * * **** *, I whoever raised you also sucked.
  2024-01-12 15:54:54 PM 0 ****** ****** * * **** oh ill go on video chat in *******
  2024-01-12 15:54:24 PM 0 ****** ****** * * **** no ? not one of you can log into ******* and say it to my face? Whos the snowflake now
  2024-01-12 15:53:29 PM 0 ****** ****** * * **** Okay log into ******* and say it to my face
  2024-01-12 15:52:46 PM 0 ****** ****** * * **** * you cant even say it to my face.
  2024-01-12 15:50:37 PM 0 ****** ****** * * **** * wanna say that in ******* to my face?
  2024-01-12 15:47:13 PM 0 ****** ****** * * **** *, i feel sorry for whomever raised you. Your parents did a terrible job.
  2024-01-12 15:46:34 PM 0 ****** ****** * * **** Dont be calling out peeps on EP trying to help the faction. You arent the only one that can make calls.
  2024-01-12 15:45:56 PM 0 ****** ****** * * **** Exactly. Hiding behind a computer screen
  2024-01-12 15:45:24 PM 0 ****** ****** * * **** i highly doubt you act like this face to face
  2024-01-12 15:45:11 PM 0 ****** ****** * * **** *, wanna log into ******* and say it to my face?]
  
  Note that To protect individual privacy, we do not disclose the outcome of our investigations on reported players. 
  
  Please also be aware that you can add players whose behavior you find objectionable to the ignore list. To do this, open your contacts list (default: O) and click on the "No Entry" icon in the upper right corner. Now you have the option to add players. You can also do this by right-clicking on a player's name and choosing "Ignore". Once this is done, messages from the player in question will no longer be able to reach you.
   
  If you are playing on a console, please contact **** / ********* directly for more information on how to ignore or report a player who you feel is in violation of **** or *********s Terms of Service. 
   
  In addition, you can enable the Profanity Filter, while in game, which changes profanity (swear words, vulgarities, etc) in the chat to be filtered and shown as asterisks/random non-letter characters.  

  Note that we do not provide refunds for decisions made on an account that are considered unsatisfactory. If you have an active membership and wish to deactivate, you may visit help.elderscrollsonline.com for assistance, or you may respond to the last email message received from Customer Support. 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: 01/20/2024

  Looks like the business just copied and pasted proof of support retaliated on my account as the response including automated verbiage.

  What irony.

  What's the next step? They just told on themselves.

  Customer Answer

  Date: 01/22/2024

  [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: ********
  
  I am rejecting this response because: Company failed to provide safe and secure service per their own terms of service and agreement. Company support then retaliated when user followed guidelines of such report. Requesting full refund.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:01/05/2024

  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.

  They wrongfully terminated my account even though I was using my freedom of speech.

  Business Response

  Date: 01/09/2024

  Dear *****************************,
  
  Thank you for reaching out us regarding The Elder Scrolls Online. We understand you have a concern regarding a ban applied to your game account.
  
  In your customer support case created January 3rd, 2024  with reference number ******-******, you were informed that this account has been permanently deactivated as a result of ongoing violations of the Code of Conduct and Terms of Service. You have a history of harassment and other Code of Conduct violations to include the following: 
  
  1.January 12, 2023: You received a warning in CS ticket # ******-****** for harassment, a direct violation of our Code of Conduct, by telling another player "Talk like that you'll get hacked *****", "You'll get hacked *****", "Stfu you worthless piece of dog ****", and other unacceptable chat.  
  2.October 4. 2023: You received a final warning in CS ticket # ******-****** for targeted harassment/inapproprioate language, a direct violation of our Code of Conduct, by telling another player "****** ******", "probably **** ****** off everyday *** ***", and other unacceptable chat.  
  3.January 3, ****: Your account was banned in CS ticket # ******-****** for further harassment, another direct violation of our Code of Conduct, by telling another player "****** chomo", "Get ******* u creep", and other unacceptable chat.  
  
  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.

• Initial Complaint

  Date:12/12/2023

  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.

  Euro (€) amount stated is a close approximation of the money spent on the online service until now. This is an online service with a great deal of social interaction that requires permanent online access/delivery. I purchased this online game "The Elder Scrolls Online", that contains the possibility of a monthly subscription fee that I frequently used until very recently, online gambling purchases I made by the means of the game's "crate" system, plus extensive downloadable content in addition to the previously mentioned fees. All these continuous use products/purchases have been active and in use since the initial purchase and are tied to an online account which must be active for me to use. My account was unfairly deactivated since I did not even break their ambiguous terms of service. I reached out to the company ( ticket number: [******-******] ; related account @******** ), and they still keep my account permanently deactivated despite admitting that no provable infraction took place. After I pointed that out they accused me of possible "masking" as the final motive, which was quite strange and they did not explain what they meant by that, or what was being masked, at all. The definition of "mask" in their terms of service could not even be applied in my case. (It was about a Character and Guild name that I was willing to change if necessary and won't mind doing so, despite them not breaking the terms of service)When the account was deactivated in the 5th of December 2023 I still had 4 days of paid subscription left, which was fully paid in advance and they still denied my access to the related services. They keep doing so, preventing me from using the online services I paid for directly (the game itself, through buying downloadable content, and obtaining in-game rewards for having been a paying subscriber) or by earning them through buying gambling "crates".Access to these purchases is fully tied to, and only accessible through, the deactivated account.

  Customer Answer

  Date: 12/14/2023

  A few days after this complaint was filled the company finally reached out to me and they were able to solve my problem.

  They took some time since the problem arose, but they have fixed it now. Thank you.

• Initial Complaint

  Date:12/11/2023

  Type:Sales and Advertising 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 made a transaction within the online game "The Elder Scrolls Online". A game developed and supported currently by Zenimax Online Studios. I used their in-game store front to make a purchase of 91.37$ CAD, buying "crown packs" for in-game items. The purchase went through, and I received 5500 crowns, but was still missing the 3000 I had also purchased at the same time. For a total of 8500 crowns to use inside the game. They advised I wait for an upwards to 72 hours, to which I did. And when I contacted them to solve my issue directly, they have left me in the dark for about a week. Any attempt to make contact about my issue is promptly closed as a duplicate and ignored. They have taken money without giving me the products I purchased and wish for resolution.

  Business Response

  Date: 03/11/2024

  Dear ***************************,
  
  Thank you for reaching out us regarding The Elder Scrolls Online. We understand you have a concern regarding a purchase made on the game account.
  
  In your customer support case created December ******** with reference number 231207-005054, you indicated you needed assistance related to the missing Crowns. 
  
  On December 12th 2023 a response was sent with reference number 231212-001354 indicating that the account was updated with the missing Crowns and that you should find the Crown balance updated when you next login to the game. Please login to the game to confirm that you are no longer experiencing the issue you encountered.
  
  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.