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:04/30/2025

  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.

  I purchased Assassins Creed Valhalla from Steam (Valve Corporation) on April 19, 2024. While the game initially ran fine, it began crashing repeatedly once I entered the main storyline (after arriving in *******). These crashes occurred frequently, sometimes three times in one session, making the game effectively unplayable.I tried all recommended troubleshooting steps, including updating drivers, adjusting settings, and verifying game files. My PC (RTX 4090, 16GB RAM) runs all other major games without any issues. The problem clearly lies with the game, not my system.I contacted Steam Support four times, through the following support tickets:HT-KBX4-3NJ8-6H9X HT-KXNK-6HRK-6CWN HT-KW3B-W9DC-JB4P HT-8WWF-WNTR-HRHP In each case, I received a copy-paste response stating that I had played over two hours and was therefore ineligible for a refund. Not once did any support agent acknowledge or address the technical issue I described. There was no actual review of my case, no attempt to investigate the crashing issue, and no real customer service interaction.******* Connect logs show 74 hours of gameplay While Steam reports 87 hours likely due to idle or background time. In reality, Ive only completed less than 20% of the content because the game becomes unplayable during regular *********** also aware that other users with similar technical issues, well past the 2-hour ***** have successfully received refunds from Steam, showing this policy is flexible in *********** requesting a full refund of approximately $24 and asking that Valve Corporation review how refund cases involving genuine technical defects are handled. I believe I was denied fair support, and my case was dismissed without being properly reviewed.

• Initial Complaint

  Date:04/29/2025

  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.

  Ive been a Steam user for several years and have invested over $7,000 in virtual items and game purchases. Recently, I was locked out of my account and have been working with Steam Support to recover access. Despite providing full access to the original email tied to the account, government-issued ID, billing and payment information, Steam purchase history, and the original support case number, my request continues to be denied.Steam Support insists that I provide a Steam Wallet Code from January 2022, which was redeemed over three years ago and is no longer in my possessionas is common with most gift cards. Ive been cooperative, honest, and transparent in every communication, and Ive exhausted all means of verifying my identity through reasonable and verifiable documentation.I understand and respect Valves responsibility to protect accounts, but this policy effectively locks customers out of their digital property with no viable recovery path if one piece of outdated information is missing.I am requesting that Valve re-evaluate this case, allow for alternative verification methods, and help me recover access to my ****************************** Case Number: HT-K8W6-FD63-5VWM

• Initial Complaint

  Date:04/28/2025

  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.

  Time:April 25th at 11:24 PM China Time Transaction Number:199956219217095959 Purchase items:Songs of Silence - Starborn - ***** My account website:**************************************************** account name:???1. My refund was delayed for more than two hours due to a change in security settings. Even if I did not change my security settings, Steam unilaterally declares that the consequences should be borne by the defendant.2. I have the right to play the game after purchasing it. The refund I received was for the appearance ***, which was purchased incorrectly due to inconsistent store screenshots.I have applied for a refund within two hours of playing the game itself. The promotional image of the product in the store cannot clearly display the effect after purchase. After purchasing, I found that it did not meet my expectations in the game. Considering that the promotional screenshot is not clear, and each appearance *** is the same screenshot, I felt very disappointed after checking that it did not match the purchase and needed a refund. I want to play the game for more than two hours without affecting the appearance of the *** refund. After all, the game is meant to be played, so you can't wait until a *** refund is issued before playing, right?This is the appearance *** of their store, as shown in the picture. The screenshots of different *** are the same, and it is impossible to distinguish the characteristics of the products, which has caused damage to my consumer's right to know. The purchase contract should be deemed invalid, and my refund after purchase should be in accordance with the actual situation. If inconsistencies are found after inspection, I will seek to protect my rights, which is in line with the reasonable refund situation and the misunderstandings that arise when signing contracts in the Consumer Rights Protection Law and the Contract Law, as well as the clauses that result in invalid contracts due to the lack of the right to know.

• Initial Complaint

  Date:04/28/2025

  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.

  Complaint Against:Valve Corporation (Steam)P.O. ********************************* Complaint Description:My Steam account was compromised despite all recommended security measures being in place, including Steam Guard. Following instructions provided by Steam Support, I transferred my inventory to a secondary trusted account for protection. Shortly after, both accounts were frozen without proper explanation, and my entire valuable inventory was removed.Furthermore, approximately ****** KZT (~120 USD) was taken from my Steam Wallet during the hijacking incident.I have screenshots and documentation proving my ownership of the inventory and the wallet balance. I cooperated fully with Steam Support, providing all requested information. However, Steam Support declined to restore my stolen items and funds, citing a general policy, without fairly considering the specific circumstances of the account hijacking and the instructions I followed in good faith.I respectfully request that Valve Corporation reconsiders my case, restores the stolen inventory and wallet funds, or compensates for the losses, as this situation does not fall under standard trade scams but resulted from account compromise and procedural errors.If necessary, I am prepared to escalate this matter further to protect my consumer rights.

• Initial Complaint

  Date:04/23/2025

  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 am going to make it as clear as possible in one request. I am asking for a refund and getting auto denied. *** requested a refund over 5 times now. I understand it is past the 2 week ***** however, with empty promises from the developer team that the performance issues would be fixed, they have now confirmed that they will NOT be fixing the issues. This waiting period for the dev team is why it is past the 2 week ***** The game physically cannot be run on my computer, so I am not sure how the play timer states anything more than 2 minutes unless it counted the significant load screens, which does not count as play time. I am requesting that my case is reviewed by a human and not just automatically denied, as I believe this is a nuanced situation that requires more in depth analysis. Please issue my refund for these reasons. Next step is disputing with my bank. Thank you.

• Initial Complaint

  Date:04/18/2025

  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.

  Detailed Complaint:Issue Summary:On April 16, 2025, my Steam account (Username: moonsomylar) was compromised through an API hijacking attack. A scammer impersonating Steam Support tricked me into transferring CS2 (Counter-Strike 2) in-game items worth approximately $1,500 USD, including high-value skins such as:StatTrak Butterfly Knife StatTrak AWP/AK-47/P90 | Asiimov USP-S | Printstream (********)Despite providing clear evidence of the fraudulent transaction, Steam Support refused to restore the items, citing their standard policy.Valve's Responsibility:API hijacking is a well-known vulnerability in Steam's system, yet Valve has failed to implement effective safeguards.Their support team acknowledged the breach but placed full blame on me, ignoring the scammer's use of sophisticated phishing tactics.Attempts to Resolve:April *****, 2025: Contacted Steam Support immediately after the incident. Received a denial response on April 17.Hired a third-party service to assist with appeals, but Valve maintained their refusal.Requested Resolution:Full restoration of stolen items or financial compensation for their market value (~$1,500 USD).Implementation of stronger API security measures to prevent future scams.Conclusion:Valve's negligence in addressing this security flaw has caused significant harm. I urge the BBB to investigate this matter and help secure a fair resolution.Sincerely

• Initial Complaint

  Date:04/14/2025

  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.

  Steam is preventing me from changing my store country to *****************, where I currently live. I am trying to use a U.S.-issued debit card with a valid U.S. billing address from my current residence in ********. Steam refuses to process the payment and insists I use an Argentina-based method despite the fact that I am no longer in **********Their automated system is malfunctioning, and their support team refuses to escalate or manually assist. I am attempting to make legitimate, full-price purchases, and Steam is actively preventing me from doing so.

• Initial Complaint

  Date:04/12/2025

  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.

  Made online purchases via the company website and product was not produced but the money was deducted from my account

• Initial Complaint

  Date:04/10/2025

  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.

  Dear BBB Representatives,I am writing to formally complain about an unjust VAC ban imposed on my Steam account (ID: ******************, which has severely impacted my ability to access my games and in-game content.Key Details:Steam ID: ***************** Primary Game Affected: Counter-Strike 2 (CS2)Country: ***** Issue Summary:My account was permanently banned by *** while playing CS2.The ban occurred shortly after I logged in from an internet caf, suggesting a possible false positive detection.I am a legitimate player who has never used cheating software or violated Steam's Terms of Service.Attempts to Resolve:I submitted multiple appeals through Steam Support, but received only automated responses.Valve has not provided any specific evidence or justification for the ban.Request for Assistance:I respectfully request the BBB's help in:Prompting Valve to conduct a proper review of my case.Requiring Valve to provide transparent evidence for the ban.Restoring my account if no legitimate violation is found.I am happy to provide any additional information needed to resolve this matter. Thank you for your time and consideration.Sincerely,

• Initial Complaint

  Date:04/10/2025

  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.

  About a year ago, my personal Steam account (Tarasek3, registered under the email *************************** was permanently locked by Valve Corporation without valid evidence. The account was mistakenly flagged for commercial activity and associated with a non-existent domain, ******************************, with which I have never had any affiliation. I am a private individual, and my account was used solely for personal gaming.Valve has provided no proof of any such affiliation and has repeatedly ignored my requests for a manual review. I spent over $300 USD on this account, including **********************, DLCs, and in-game items. The company has not offered a refund or given me access to the content I legally purchased. All attempts to resolve this issue through Steam Support were met with automated responses and permanent closure of my support tickets.This treatment violates consumer protection principles I was not properly informed, nor given any fair opportunity to present evidence or appeal. My rights as a digital consumer are being denied without any legal or transparent process.I respectfully request assistance in facilitating communication with Valve/Steam in order to resolve this dispute fairly and restore access to my account or receive appropriate compensation.