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:12/21/2024

  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.

  My phone was recently hacked into and have had to obtain a new phone number and E-mail address. Because of this I am unable to access my "Steam account" or any content related to it. I am unable to change any information in my account because ********************** does not have anyway of contacting them directly for stolen accounts or account recovery. Also I lost access to 2FA. They only provide steps to resolve the issue on their website which does not help in anyway. This is a VERY poor business and customer relation practice. Not only my account remains dormant in their ******************* but I cannot delete my account or change information related to it that was comprimised. This leaves the corporation very open to lawsuit; in which I'm an very much considering. I have purchased Games and Content from Steam for years and to be treated like this is an absolute insult to the customers.

• Initial Complaint

  Date:12/20/2024

  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 Steam Support,I am writing to formally request a refund for Call of Duty 2021, a game I accidentally purchased on Steam. I have not played the game at all, as I realized the mistake immediately after purchasing it.I have attempted to contact Steam Support regarding this issue several times, but I feel that my concerns have not been adequately addressed. Under Steam's refund policy, refunds are generally available for games purchased within the last 14 days and not played. My situation clearly meets these criteria, but my refund request has been denied without reasonable explanation.This situation is extremely frustrating for me, as I relied on Steam's refund policy to ensure confidence in my purchase. I kindly ask that you review my case again and issue a refund for Call of Duty 2021.Please let me know if any further information or documentation is required to process this request. I believe Steam values ??its customers and will handle this matter fairly and promptly.Thank you for your attention. I look forward to hearing from you.Sincerely,

• Initial Complaint

  Date:12/17/2024

  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 purchased a steam deck from Valve corporation in 2022 for a sum of almost $600. Over the past 2 years I've used my steam deck minimally. I recently tried to use my steam deck again only to realize that the battery does not charge. The device only operates if there is constantly a charging cable connected to it at all times. I've reached out to valve support to try to get the issue resolved. They informed me that since it has been more than a year there is no more warranty and that if I wanted to get it fixed I would have to pay close to $200 or I could attempt to fix it myself despite the fact that I don't even know where the issue lies at. Over the past decade I have owned multiple electronic devices, none of which had faulty batteries that would just stop charging like that with minimal use. I believe that perhaps valve was sending these devices with faulty batteries.

• Initial Complaint

  Date:12/17/2024

  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.

  steam powered game client has sold me a game (Helldivers 2) which no longer plays or work's through their game client on my pc, which my pc should have no problem launching and playing the game, but they wont refund me because of hours played, however, regardless of that fact, if i cannot launch or play the game on the client, then they should be refunding me as their sad excuse of a game client cannot run it, as I've also said, i have no problem reporting them to higher authorities, they have kept ignoring each warning i have presented them with, they wont refund me a game that they nnever paid the funds to the game studio, so they cant be trying to blame the game itself, they need to own up to their own mistake for this one, which is $39.99 i paid for it, i expect every ***** of that back, otherwise i want them shut down for stealing my money just because they ''have a thing'' on their little excuses, at this point, they are theives, not a decent game client.

• Initial Complaint

  Date:12/14/2024

  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.

  Less than two years ago, my autistic son, gathered all his birthday money and was able to get almost $800 for a new "Steam Deck" by Valve Corporation. Video Games are a huge support for autistic children and he was anticipating this new devices by **********************. Like most kids in ******* he throws whatever extra funds he can to Steam over the years and the build up for their new device was quite popular. After receiving the device it worked well for a few months, but ***** would communicate multiple issue through Valve's troubleshooting, logging them each time. While the product was in warranty he has to send it in for repair and also had multiple issue corrected through troubleshooting. Meanwhile, being a new device, ******************** collected this information and that of countless other gamers and in less than two years from his purchase came out with a new device correcting the issues, ******* device has lost the ability to be a portable device, since the battery is worthless, less than two year after purchase, a problem you will find through many users online with short , damaged, weak, useless battery life. ***** has tried to troubleshoot with valve up to last week, but their responses are generic and useless, basically your warranty is out, oh well, you need to pay another $200 to get this repaired. The responses are never the same person and he has to explain everytime. Plus there are about 3-4 other "known" issues he has with the device that make it impossible to use. ***** has to see the new SteamDeck being sold and very happy customers with all the issue corrected, while he was suckered into being a guinea pig to help get valve the feedback they need to make billions of dollars and leave him with a useless device, falsely advertised because of the countless flaws and now seemingly useless, unless they get more money from an autistic kid with a limited income. But after reading their status with BBB and how they treat others I'm not surprised.

• Initial Complaint

  Date:12/11/2024

  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.

  Subject: Complaint about unjust Steam account ban until 2038 and lack of clear response Dear BBB team,My name is **** ********* ****, and I am writing to file a formal complaint against Valve, the owner of Steam, due to the unjust suspension of my account. My account was created on December 1st, and it was recently banned until 2038 without providing me with a clear or specific explanation of which subscription agreement I supposedly ************* details:My account, associated with the email address ************************* and the username *************, was banned until 2038, which has caused significant concern.I have submitted 4 support requests to Steam to clarify the reason for the ban, but in all the responses I received, no detailed or specific explanation was provided about the reasons for the ban. The responses were unfavorable and without clear justification.After reviewing my activity on Steam, I can confidently say that I have not violated any of the service policies and have not engaged in any improper actions on my account.Requested actions:I request a detailed explanation of which subscription agreement I violated and why my account was banned until 2038.I request the immediate restoration of my account if no clear proof of a violation is ************ case of an error, I ask that measures be taken to prevent other users from facing similar issues without a clear resolution.This ban has affected my access to legitimately purchased games and caused significant inconvenience. I would appreciate your intervention in resolving this issue fairly.I am available for any further clarification.Sincerely,**** ********* **** Email: ************************* Steam username: ************* Phone: **********

• Initial Complaint

  Date:12/09/2024

  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.

  Valve sold a product on their game platform that was advertised as a "retail" product, when the product was in an early-alpha state and unplayable. The absurd 2 hour return policy doesnt take into account that a scumbag developer can create the first part of the game, and leave the rest unfinished, only for the buyer to not have any recourse. to which Valve issues their standard, scummy 2 hour return window nonsense.

• Initial Complaint

  Date:12/06/2024

  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 purchased Call of Duty: Black Ops 6 from steam, installed it and it would not launch, tried everything i could find from the internet to fix and nothing worked. The product/service they sold me does not work and they could not provide support to fix it. Requested a refund less than an hour after the purchase which is within the steam refund policy of 2 hours. **********, the publisher, to circumvent this return policy packages the game as part of an overall platform which i have 6 hours of gameplay time on. It is not advertised on the store page as a package and no warnings are given as to this, it is a separate product as far as the store page is concerned. This is either false advertisement or goes against their own policy. I have included 2 screenshots with A) The transaction and time of said transaction and B) The email requesting a refund, which show that less than an hour is between the two events.

• Initial Complaint

  Date:12/06/2024

  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 created a separate account for my children and tried to link it as a family group. This is a feature on the Steam platform. However, it did not allow me to join it. It gave me the error: Your account activity does not show that you are part of the same household as the existing members. Steam Support said there is nothing that can be done. I requested a supervisor on two separate tickets. These were ignored. The tickets were closed with no option to correct the issue. How can Steam say the other account is not from my same household, when I am overseeing it being created. It makes no sense. If this is not possible, then I request for a full refund for every purchase I have ever made on their platform.

  Customer Answer

  Date: 01/06/2025

  Please close case. The issue has been resolved. Thank you.
  

• Initial Complaint

  Date:12/06/2024

  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 the transaction: December 2, 2024 Amount paid: ***** CNY (approximately $32.50 USD)Business commitment: Steam promised a playable game, but the product caused severe health issues and became unplayable.Nature of the dispute: I purchased a game on Steam on December 2, 2024, for ***** CNY. However, the game caused me significant health issues, including dizziness, headaches, and nausea, which escalated to vomiting. Despite my efforts to adapt, the symptoms persisted, making the game unplayable. I contacted Steam Support to request a refund, but my request was denied multiple times due to exceeding the 2-hour gameplay limit.Steam's refund policy states that refunds for gameplay over 2 hours are "generally" not granted, implying exceptions are possible. I have presented detailed and valid reasons explaining my situation, but Steam has refused to consider the exceptional nature of my case. Additionally, I have seen reports of other users successfully receiving refunds despite exceeding the time or 14-day limit, raising questions about fairness and consistency in their policy enforcement.Resolution attempts by the business: Steam has denied my refund request multiple times, citing their refund policy, without addressing the specific issues I raised.Request for resolution: I am seeking a refund for the game, as it is unplayable and has caused harm.