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:06/28/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  After having played the free demo for a while starting the 16th of June I purchased the full game for $19.99 +tax at 9:26PM on June 22nd. The day of June 26th I noticed the game was on sale for $17.99. Two dollars is no big deal, but I thought I'd check if they'd honor a sale price so close to my purchase date. I checked the support page and there was an option for (It's now available cheaper) which when selected went right to a full game refund which would also uninstall the game. Hoping there was another way I went back and selected the option (Was charged the wrong price.) This option allowed me to write a message and receive bot-like responses from obvious overseas employees with fake names reading pre-scripted responses to basic questions. My particular points going unanswered. As you'll see in the attached file Steam vs receipt dates, Steam is counting from when I played the demo and only insisting that refund requests must be requested before 14 days and 2 hrs playtime. I purchased the game less than 4 days before the sale, playtime should only have bearing on full refunds, and 2 hr limit for games that aren't beatable in 2 hrs is ridiculous. Most gamers play at least 2 hrs the first day making 2 week refund pointless. They also state they don't do refunds for games bought before or after a sale. So why is there a game is now cheaper option in support that allows us to request a refund? Their support team is no better than back in 2015 when they had all the complaints, and their refund policy is complete garbage.

• Initial Complaint

  Date:06/27/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Dear *** or Madam,I am submitting this complaint against Valve Corporation (Steam) regarding an unresolved issue with my ********** January 2025, my Steam account experienced a technical issue on Steams side, which caused my in-game items and virtual goods to disappear. I immediately contacted Steam Support. During the conversation, Steam Support verbally assured me that I would receive compensation for the losses caused by this issue.Despite waiting over 6 months, I have not received any compensation, nor has my issue been properly addressed. Moreover, each time I reopen a support ticket to ask for updates, Steam Support closes my requests without providing a solution.I believe that Valve Corporation is violating its own Terms of Service by failing to compensate users for losses resulting from errors on their platform.I kindly request your assistance in resolving this issue and ensuring that Steam fulfills its obligations regarding the promised compensation for my lost items.Thank you for your time and attention.

• Initial Complaint

  Date:06/26/2025

  Type:Product Issues
  Status:

  UnansweredMore 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: 20, June, 2025 Product was purchased originally as a gift. The gift recipient was unable to play the game due to the software developers service accounts being incompatible with Steam. This was confirmed when reaching out to the software developer to try to resolve the issue from their end. Unfortunately, since this purchase was made through Valve Corp they were not able to resolve the issue, besides confirming there was an issue with the steam compatibility. After reaching out for a refund due to the game not being able to be played, received multiple push backs after explaining the situation. In order for the game to be downloaded, the launcher has to be opened. When the launcher for the game is open steam registers this as play time even though the game is not actually being played. The game took 20 hours to download. However, once the game downloaded we were not able to play the game due to the service accounts incompatibility to steams services. Requested a refund since the game was unable to be play/used. Was denied twice through an automated system. Tried to reach out to steams support services to explain the situation and requested my support ticket to be escalated to a supervisor for assistance on the matter. At no time supervisor escalation was stated, feeling denied. The ticket was then closed without being able to respond back on the issue. Attempted to reach out through another ticket explaining the situation again, as having seen people have received refunds for similar situations was feeling very much like they pick and choose the customers they actually want to help. Asking again for escalation to a supervisor, again was met with a hard stop, saying since there was over 2hrs of playtime the transaction was ineligible for a refund. The game was never even played. It was downloaded to only find out the game does not even work. Download time is not playtime, all I am looking for is a refund on an item that does not even work.

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Steams TERMS OF SERVICE (TOS) state that games purchased and sold via the Valve/Steam platform are to require/ offer support for said games sold through Steam.I purchased the game "Dune Awakening" for the ** through the Steam platform and came across several bugs and game issues we experienced while playing. I reported them to the game during game play and took screen shots and emailed them to the developers.I experienced a entire game loss where the game is defunct and not playable to due either issues in the game, bugs or hackers. The game developers ****** does not respond to game tickets, support tickets, bug reports or direct emails.Under Valves/Steams TOS, it states that games are required to provide support for the product sold."Steam games, the game's developer or publisher is responsible for providing support, not Valve (the company behind Steam). While Valve handles the platform itself (distribution, account management, etc.)".We have reached out to the game support, to the bug support and directly to the games developers and FUNCOM Executives for support and have not recieved any support, no replies from the multiple emails sent.We are requesting a full refund from the purchase of "Dune Awakening" for the amount of $49.99

• Initial Complaint

  Date:06/26/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 account was hacked and ***** (not the biggest money amount of money, I know) was stolen from my account, transferred to the hacker. When confronting Steam Support about the issue, all I got from them were denials concerning a refund of the stolen funds to me, the rightful owner. I have shown them evidence of me being the rightful owner, the fraudulent transaction and much more. I know for a fact they are able to refund money in such cases, as seen from multiple other cases online. As Steam refused to help me fight the hacker (It was very easy for them, all the details were already known they just had to execute) and this still being theft, I decided to look for other ways of contacting them/ pressuring them into doing what they are obliged to do as stated by many laws and consumer protection services. I was thinking about filing a police complaint against not only the hacker but also the company (inaction in stopping criminal activities is considered criminal here in *******) but decided they would not have much influence from over here. This is why I am writing to you, to put some sense into Valve and fix their Support. They can refund it, they just refuse to. (But they have to, especially if I involve the police)

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 reported Harassment by another user who was banned for his actions, but their support also accused me of harassment and banned me for what is probably longer then the person doing the harassment. I want my ban removed as I never harassed the other user and i've been reporting this harassment for MONTHS with promises they would look into it and they kept ignoring it. Please see ticket #HT-WV22-42CW-7XF2 The other user has spent months purposely misgendering me calling me ******* over and over as a form of harassment. I never insulted him back, I never called him names, yet I was banned for 2 weeks just because I engaged with him which they claimed "BAITED" ****** that is like saying oh someone assauled you, we will arrest him, but we are going to arrest you to because your chose to walk there at night which baited the other person.

• Initial Complaint

  Date:06/24/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 March 2025, my Steam account was compromised by a scammer who manipulated the Steam Trade interface to intercept a Counter-Strike item trade I intended to make with a friend. I was unknowingly tricked into confirming a trade with a fraudulent account that mimicked my friends account. Upon confirmation, my inventoryvalued at approximately $27,000 USDwas transferred to the scammers account [now banned: ******************************************************************].Shortly after, I realized that my Steam Support requests were being prematurely closed. It became evident that the scammer had also gained unauthorized access to my account and was canceling my support tickets to prevent me from reporting the theft. Once I regained control of my account and submitted new support tickets, Valve investigated and banned the scammers account, confirming a violation of the Steam Terms of Service and effectively acknowledging that fraud had occurred.However, despite this, Valve has refused to return or restore any of my stolen items. Their justification is based on a standard policy that digital items cannot be returned once they leave the account. But in this case, the items were not resold, traded, or passed on to third partiesthey are still present on the now-banned scammers account, locked and ********************************** refusal to assist, despite clear evidence of fraud, constitutes a failure to protect consumer assets and a violation of basic digital property rights. I have already filed a complaint with the ************************ (***) and am now bringing this matter to the BBB to seek accountability and fair resolution. Desired Outcome: I am requesting that Valve restore my digital inventory that was lost due to the confirmed scam and security breach. Alternatively, I am requesting financial compensation equivalent to the market value of the lost items (approx. $27,000 USD).************************************* *******************************************************************

• Initial Complaint

  Date:06/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Im filing this complaint about how Valve handled my Steam Deck warranty claim.I purchased the Steam Deck less than four months before it suddenly stopped working during normal use. The device was in excellent condition with no damage or misuse. I submitted a warranty claim and sent it in expecting Valve to honor their stated warranty policy, which promises either a repair, replacement, or refund.Valve held the unit for over a month before telling me it was damaged. They did not provide any photos or proof and admitted they could not rule out that the damage occurred during shipping. Despite this, they denied warranty service and did not offer a repair, replacement, or refund. I was left with no resolution and no working device.I reached out multiple times to ask for clarification and to request the repair or replacement I was entitled to. I received generic responses that did not address my concerns or explain the decision. I was not given a meaningful opportunity to discuss the issue or appeal it.After researching further, I found that many other customers have had similar experiences. ******************** frequently cites vague damage, refuses to honor the warranty, and avoids providing clear communication or support. This appears to be a ********** a ******* resident, I believe this violates the express warranty protections under Florida Statute ******* and may fall under the Florida Deceptive and Unfair Trade Practices Act. Valve failed to uphold the terms of its warranty and did not act in good faith.I am asking Valve to honor their warranty by offering a repair or replacement as originally promised and to acknowledge the poor handling of my ******* not the only one this has happened to. After digging, I found other Steam Deck customers who said ******************** blamed them for vague damage, didnt provide proof, denied service, and left them with no actual resolution even when they were well within the warranty period.

• Initial Complaint

  Date:06/20/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  To Whom It May Concern,I am writing to formally complain about Valve Corporation's unfair treatment regarding my Steam account (Account ID: ************, which was permanently banned by VAC (Valve Anti-Cheat) on or around June 2, 2025, for alleged cheating in CS:GO (Counter-Strike: Global Offensive).Key Issues:False VAC Ban:My account was compromised prior to the ban, with in-game items stolen I have never used cheats or violated Steam's Terms of Service Valve provided no evidence to support their cheating allegation Deficient Account Recovery Process:Submitted multiple appeals through proper Steam Support channels Received only automated responses with no human review Valve failed to: Investigate unauthorized access to my account Provide specific evidence supporting the ban Respond within their stated 14-day resolution period Financial and Service Impact:Lost access to legally purchased games and items Unable to use Steam services I paid for Requests:Complete review of my account's ban with disclosure of all evidence Immediate removal of the erroneous VAC ban Restoration of stolen in-game items Compensation for lost access to paid services Supporting Evidence:Screenshots of account security alerts Records of item transfers during unauthorized access Complete correspondence with Steam Support Valve's current system allows false bans to persist without proper recourse, violating basic consumer protection principles. I respectfully request the BBB's assistance in resolving this matter.Sincerely,Li Runze

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Wrong Ban ON *****************