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:11/28/2024

  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 got device banned on a brand new device *********************** Deck) with zero warning and reason in Forza Horizon 4 and Forza **************** Team support won't help at all, I did not do anything illegal at all didn't break any of ToS and rules, support won't even tell reason for my ban. I'm still trying to resolve the issue with Forza **************** Team as they are not providing any clarity or resolution for my case. I have been waiting for over a week now since my new device was banned for no reason. You can see all of my messages on ticket #******, my ********* account is **************************** and Xbox user tag is **********. To make matters worse, the lack of communication from Forza **************** Team is not only frustrating but also disappointing given their reputation for being responsive and helpful to players. I'm starting to feel like my case has been dismissed without any real consideration or investigation into what actually happened with my account.

  Business Response

  Date: 12/06/2024

  Dear ****** *******,
  
  Thank you for contacting ********* via the Better Business Bureau. We understand your frustration, but ********* does not handle Forza Horizon tickets. Please reach out to the developer's support or the device manufacturer, as the Steam Deck is not made by *********.
  
  **************************** Corporation

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22616611
  
  Hello, I am rejecting this response because:
  

  Forza's developers is Turn 10 Studio and Playground Games, their parents is Xbox Games Studios, but BBB redirects Xbox Games Studios to *********, can you please address this to Xbox directly?

  Sincerely,
  
  ****** *******

  Business Response

  Date: 12/20/2024

  Dear ****** *******,

  Thank you for contacting ********* via the Better Business Bureau. We understand your frustration and want to clarify the next steps to resolve your issue.

  Please note that ********* does not manage support tickets for Forza Horizon. For any issues or queries related to the game play of Forza Horizon, you will need to contact the game's developer studio directly. They will have the necessary resources to assist you with game-specific problems.

  Additionally,if you are experiencing issues with the Steam Deck, please be aware that this device is manufactured by another company and not by *********. Therefore, for any technical support or troubleshooting related to the Steam Deck, you will need to reach out to the manufacturer of the Steam Deck directly.

  We hope this information helps guide you to the appropriate support channels for your concerns.

  Sincerely,

  ********* Corporation

• Initial Complaint

  Date:11/28/2024

  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 Steam was hacked months ago. Steam suspended and restricted my Steam account because of suspicious activity. The hacker changed the email and password of my Steam account. Whoever hacked my account has access to my old email address so I changed that email address. I was unable to access the account so I attempted to contact Steam support. The support staff asked for the original email address so they can verify that I owned the account but that old email address is the one that was hacked and compromised and I already changed that email so there would be no way for them to send me the verification. I explained this to the support staff and they told me to send them a screenshot of Steam transaction history from my ****** account. Since I dont have a ****** account I sent them a screenshot of bank statements showing my Steam transactions history. They replied by saying that I still need to verify using the old email address.the one that got hacked that I no longer have access to. After that they just flat out stopped responding. So now I cant access my account or any of the ********************** that I have purchased over the years. If I cant gain access to the account, then I demand a full refund for every game I purchased on that account throughout the years. Attached to this complaint are screenshots of transactions that I made with steam as proof that I was the account holder

• Initial Complaint

  Date:11/26/2024

  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.

  Complaint Against: Valve Corporation (Steam)Amount Requested: $434.55 Dear BBB,I am filing this complaint against Valve Corporation (Steam) regarding $434.55 spent on in-game purchases for the game eFootball by ******, hosted on the Steam platform. These purchases were made based on misleading in-game prompts indicating that acquiring premium items ("player cards") would resolve my persistent losses in PvP (player-versus-player) matches.After spending $434.55 and obtaining several high-value cards, including the "*** *****" card, I discovered that the root cause of my performance issues was not the lack of these items but significant latency in the game. Despite having a high-speed internet connection (15ms ping) and following all troubleshooting steps recommended by Konami (using a LAN cable, restarting the router, etc.), the game consistently lags by approximately 1 second during PvP matches, rendering the cards ineffective and gameplay **************** are the transaction details:Oct 28, 2024: $105.99 Nov 13, 2024: $105.99 Nov 13, 2024: $10.59 Nov 23, 2024: $105.99 Nov 23, 2024: $105.99 Total: $434.55 Valve Corporation (Steam) denied my refund request, citing its policy that "in-game item purchases are not refundable if consumed, modified, or transferred." ****** provided generic responses and refused to investigate or address server-side latency issues. This leaves me unable to enjoy the product as advertised and misled into making these purchases under false pretenses.I am requesting a full refund of $434.55. I am also willing to return all purchased in-game items (player cards) as they are effectively useless due to the latency. This situation reflects misleading practices, and I believe a resolution is warranted to ensure fairness.Thank you for your time and assistance in this matter.Sincerely,Cong

• Initial Complaint

  Date:11/26/2024

  Type:Sales and Advertising 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.

  Around October 12th, I was attempting to purchase a bundle from the businesses game "Marvel Snap". As seen in the screenshots, I was receiving an error preventing the ability for me to purchase this bundle (Malevolent Mutations bundle).I reached out to their support, as suggested by the error message, and they have refused to help me in any meaningful way. It has been more than 3 days now, the bundle has disappeared from their store, and I have not been helped at all. At one point, they even suggested that I "purchase 1450 gold" from their store, which makes absolutely no sense and is not a solution to my problem at all. I am very upset that I was not able to purchase the bundle that I wanted, and even more upset at how completely incompetent and unhelpful their support seems to be.

  Customer Answer

  Date: 10/18/2024

  I attempted to purchase the bundle via Steam (PC).

• Initial Complaint

  Date:11/25/2024

  Type:Customer Service 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 issue with Valve is with their gaming platform called "Steam". They ban my account back on 8/24/2021 on the same day that I made a purchase on their platform. That purchase and playing a game call Elder Scrolls Online was the only activity that I knew of on my account when ********************** decided to ban my account and accuse me of hijacking another account. ********************** support offered no proof, they just gave me a scripted response and closed the case without giving any way to appeal the ban. I asked them to look to see if there was an issue with the purchase that made on 8/24/21 and to see if that flagged my account, but they refused to help me. I was very angry at the time since I had been a loyal customer for years. After getting more scripted responses from Steam support I decided to give up and never use Steam again. They were pretty much calling me a criminal when I did nothing wrong. What happened to innocent until proven guilty?Now, in 2024, I was curious to see if Steam policies had changes so I opened a case again, and got the exact same scripted response again. There are Reddit forums full of users who claim that they have been mysteriously banned by Steam. Some said they were able to appeal it, but there was no option for me to appeal back in 2021.I would like Steam support to provide the exact reason and proof as to why they banned me. Not just more scripted responses that tell me nothing. If they can't, then they need to unban my account. ********************** account name: slavi?s27?2024 Case # HT-JWWJ-VMV7-7WRR 2021 Case # HT-J3RD-DHN4-8Y6C What I purchased the day I was banned:The Elder Scrolls Online - ***** Crown Pack $64.99 Invoice:2853580526055573061 Date issued:Aug 23, 2021 @ 12:34pm PDT Payment method:Visa Total:$64.99

• Initial Complaint

  Date:11/24/2024

  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.

  On 11/23/2024, I contacted Steam support when previous payments I made with ****** did not go through when trying to purchase in-game currency for a video game. I then got the payment resolved with my bank, understanding that it was something to do with my ****** because the bank did not put a hold on the account or anything. I then asked Steam why my ****** is not working for a valid payment method.Steam basically told me that they have banned my ****** due to a payment dispute that occurred over 5 years ago. Due to this dispute, they have banned my payment method and are threatening that I can't use that payment method unless I pay back the chargeback. The problem I find is that the dispute was over a video game that would not run on my computer almost over 5 years ago. If I pay back the charge back, it's basically highway robbery. They basically will take my money back that they refunded me in order to use ****** again. This is not right because I will still be left out of a game that I did not want, anyways, because it didn't work on my computer.

• Initial Complaint

  Date:11/24/2024

  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.

  I purchased a game called Call of Duty Black ops on Steam Valve Corporation on May 26, 2024 that cost ***** Php. Then they banned me on November 10, 2024 saying that im using unauthorized software and manipulation of game data which i did not do. I believe that this was a glitch and need a further investigation. I really love this game and also care about the amount of money that i spent. I will attach our conversation and proofs. The only way that i want to settle this is to remove the banned on my account. I really love playing this game with my friends.

• Initial Complaint

  Date:11/23/2024

  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.

  They sold me defective software and will not give me a refund. Here is the argument I made to them in my, now denied, refund request:Talking to Steam from this point of view:Like let's break this down:We agree to transact, where I give you money, and you give me functional software.Scenario 1: I give you money, you give me functional software. (This is what we both wanted.)Scenario 2: I do not give you money, you keep your software. (You would be entitled to keep your software...)Scenario 3: I give you money, you do not give me functional software. (This is what happened.)I'm owed a refund for defective software but they are unethical and won't give it to me.

  Customer Answer

  Date: 12/09/2024

  Hello,
  
  I wanted to add additional information to this... 
  
  When they denied my refund they instructed me to seek technical support from ** the developer. ** was unable to help me, with the ultimate solution being "wait for an update". This is basically the reason I requested a refund in the first place. If the *original* version of the software is so "not working" that the solution is "wait around for an unknown amount of time" I feel liked I wasn't delivered what I was promised, so let's just reverse the transaction and be on our merry way. I am floored that a "policy" can take effect if the original transaction is flawed.
  
  From there it took a lot of looking around in the forums, but one user offered a temporary solution. Not even the ** support offered the solution. If you use the software in a very specific way, it enables the broken functionality. I tested it for some time. The solution works. At this point I'm still angry that I just can't get a refund for something when it's just broken plain and simple. But also I'm tired of being angry. I'm an angry person, and it makes it really hard not to be an a****** all the time. Even if I'm right for demanding a refund for broken software, I'm just tired of fighting. 
  
  This is only because of a USER given solution to my problem that I have this work around that lets the software function. Not even the official support told me about it, so if it weren't for that user, I'd still definitely be wanting a refund. What's the right call? So long as I never Lose My Saves (the single most painful experience a gamer can have...) then I'm fine keeping the software and will shut the f*** up already.
  
  Since I know Steam will get this communication too: Hey I'm sorry. It's not an excuse that my life is s*** and I'm on painkillers from recovering from surgery so I'm pretty sure my mind is just....... not okay right now, so I know my frustration over this has been overwhelming so I'm sorry.
  
  *******
  

  
  

• Initial Complaint

  Date:11/20/2024

  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 bought a steam deck and i been having issues with a known issue called "blackscreen of death". when you battery drains to 0% it wont power on even with the charger connected. And they refused to help me and take so long to reply. I need either someone to call me or someone to replace this product. This is a known issue by them.

• Initial Complaint

  Date:11/18/2024

  Type:Order 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 paid $40 for a game on Steam, the game wrongfully banned me and refuses to elaborate on the reason for my ban. It was my favorite game to play with friends and I am facing great distress over this ban.