ComplaintsforUbisoft Entertainment, Inc.

Computer Hardware

Additional Complaint Information

Customer Complaint:

BBB's Profile for Ubisoft Entertainment, Inc., was created January 1997. A review of the file was done in October 2023.

Complaints on file state consumers are experiencing issues with their game(s) playability and concerns of accounts getting banned.

BBB advises consumers to carefully read Ubisoft Entertainment, Inc., “Terms of Use”, https://legal.ubi.com/termsofuse/en-US with emphasis on the below topics found in the Ubisoft Entertainment, Inc., "Terms of Use",

1. WHAT ARE THE UBISOFT SERVICES AND HOW CAN I USE THEM?

2. HOW DO I CREATE AN ACCOUNT AND WHAT DO I NEED TO KNOW ABOUT CREATING AN ACCOUNT?

3. WHAT ARE THE RULES OF CONDUCT FOR USING OUR SERVICES?

9. PLEASE NOTE: UBISOFT MAKES NO GUARANTEES OR WARRANTIES ABOUT OUR SERVICES.

13. CAN MY ACCOUNT BE TERMINATED ?

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Initial Complaint
07/08/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I emailed Ubisoft Via their support page asking for their help to recover a lost account. This account I have spent 100s of dollars on for in game transactions and have had the account for atleast 7 years, When i emailed them I waited 6 days and still got no response so i did it again 3 more times and they dont seem to care about my problem, looking online everyone else says that they do not respond to people who need their help, I am very upset and think they should give the time of day to help their paying customers figure out an issue that shouldnt be that difficult to figure out, I also contacted the office itself but everytime I called they were closed even though I called within the times they were open.
Business response
07/09/2024
Hello,

Thank you for reaching out to Ubisoft via the BBB. I understand how frustrating this account recovery issue has been and I sincerely apologize for any stress it has caused.

Upon investigation of your case and account I see that your case has been updated and we need further information from you to proceed. Please review your open case, 21293572.

Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have.

Kindest regards,
Gary
Ubisoft Support
Customer response
07/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************
Initial Complaint
07/03/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Dear Better Business Bureau,I am writing to file a complaint against Ubisoft regarding a serious issue with my Ubisoft account, which has not been resolved despite multiple attempts to seek assistance from their customer support team.On June 27th, I discovered that my Ubisoft account had been hacked. The hacker changed the email associated with my account to an American email address. Despite being able to log in via Steam and ******* authentication, I am unable to change the email back to my own because the email change link is sent to the hacker's email address.I immediately contacted Ubisoft support to report the issue and provided all necessary evidence of account ownership. However, it has now been four days since my initial contact, and I have not received any response or assistance from Ubisoft. This lack of support is causing me significant distress and concern for the security of my account and personal information.The following is a summary of the steps I have taken to resolve this issue:Contacted Ubisoft support multiple times via their official support channels. (I created 4 tickets)Provided evidence of account ownership and explained the situation in detail.Attempted to change the email through the account settings, but the email change link is sent to the hacker's email.Despite these efforts, Ubisoft has not taken any action to help me regain control of my account. I am seeking the BBBs assistance in resolving this matter as soon as possible. My desired resolution is for Ubisoft to:Revert the email change and restore my access to the account.Ensure my account is secure from further unauthorized access.I appreciate your time and attention to this matter and hope for a prompt resolution.Sincerely,******* Agustn ******
Business response
07/03/2024
Hello,

Thank you for reaching out to Ubisoft via the BBB. I understand how frustrating this account recovery issue has been and I sincerely apologize for any stress it has caused.

Upon investigation of your case and account I see that your case has been updated and we need further information from you to proceed. Please review your open case, 21210924.

Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have.

Kindest regards,
****
Ubisoft Support
Customer response
07/04/2024

Complaint: 21935977

I am rejecting this response because I have ve replied to the ticket ******** yesterday, Wednesday July 3rd, providing all the information requested. Moreover, I have provided further more information to make clear that me, ******* Agustn ******, is the legit owner of the Nacho1189 Ubisoft Account. In spite of this, I was contacted today (July 4th) by Ubisoft support letting me know that "they were not able to find my account", which is ridiculous (I am still able to play games on it because I have got my Steam and Twitch accounts linked to it). I have provided more than enough proofs of its existence and my ownership.
Ubisoft Supports reply is truly thoughtless and disrespectful (and automated response). They decided to close the ticket simply arguing that they were not able to find the Account in their system suggesting me to create another ticket if I want to let the investigation go further.
I did it, and I will expose here the new ticket number: 21272615
I will also provide in attachment every proof (screenshots) related to the previous ticket ******** (which was closed) so that we all can see, share and verify the information in order to find a satisfactory solution to this conflict.
PD: sorry for my English, Spanish is my native language.

Sincerely,

******* Agustn ******
Business response
07/09/2024
Hello,

Thank you for reaching out to Ubisoft via the BBB. I understand how frustrating this issue with your Ubisoft account has been, and I sincerely apologize for any stress it has caused.

Upon investigation of your case and account I see that our Support team has been able to complete your request.

Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have.

Kindest regards,
******
Ubisoft Support
Customer response
07/09/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* Agustn ******
Initial Complaint
07/02/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ive contacted Ubisoft multiple times, their ticket process is terrible. Ive been left without a response for a long time. Ive tried calling, they see that they cannot help me because its not a customer support line. Its a service line. The only way to contact their customer support is through their website which they do not respond to.
Business response
07/03/2024
Hello,

Thank you for reaching out to Ubisoft via the BBB. My name is ******, and I am a specialist here at Ubisoft Support. I understand how frustrating this issue with your Xbox link to your Ubisoft account has been. I sincerely apologize for any stress it has caused.

Your Ubisoft Support Case, ********, has been updated to request additional information. Please check your email and respond accordingly.

Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have.

Kindest regards,
******
Ubisoft Support
Customer response
07/04/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
07/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a digital game of theirs through Xbox and have not been able to play the game for some undiagnosed reason. Xbox support walked me through. Any steps to find the issue was with Ubisoft. I have been in contact with them since March but I'm not getting anything resolved. I'm seeking compensation for loss of time and inability to use the item I purchased from them.
Business response
07/02/2024
Hello,

My name is **** and I am a Specialist with Ubisoft Support. I am sorry to hear that you are having issues with crashing. I sincerely apologize for any stress this has caused you.

Your case #******** has been updated with additional information. Please check your email and respond accordingly.

Thank you for your patience in this matter. If you have any further questions or concerns, please let us know. I am happy to address any additional concerns.

Kindest regards,
****
Ubisoft Support
Initial Complaint
06/30/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello BBB. I purchased a game from Ubisoft through their PC App "Uplay connect." The game in question is Skull and Bones. Upon purchasing and attempting to play the game, it crashed during the introductory questline and has been unplayable since. Several troubleshooting attempts later and a support ticket with Ubisoft themselves has led to nothing but "wait for an update." I requested a refund as the game I purchased nearly a month ago has been unplayable since the start. They are denying a refund due to the fact it has been 14 days since I purchased the game. It took them more than 14 days to even respond to the support request. I will be uploading to you screenshots of my entire conversation with Ubisoft support which shows that they didnt even READ my support ticket as they sent me links to solve problems that I didnt even say I had.
Business response
07/01/2024
Hello,

Thank you for reaching out to Ubisoft via the BBB. I understand how frustrating this issue with Skull and Bones has been and I sincerely apologize for any stress it has caused.

Upon investigation of your case and account I see that our Support team has been able to complete your request and issue a refund for your purchase. It seems that the alternative you had requested, in resetting the progress, is not a potential option Support could assist with.

Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have.

Kindest regards,
****
Ubisoft Support
Customer response
07/01/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
06/30/2024
Complaint Type:
Customer Service Issues
Status:
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.
So ubisoft has a help thing and I clicked on it and they never answered
Business response
07/01/2024
Hello,

Thank you for reaching out to Ubisoft Support via the BBB. I understand how frustrating not receiving a response has been and I sincerely apologize for any stress it has caused.

To best assist with the issue you are encountering, we will need to locate your request for support. If you could please provide details pertaining to your case, such as the case number or account username it pertains to, we would be happy to ensure that it is updated!

Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have.

Kindest regards,
****
Ubisoft Support
Initial Complaint
06/30/2024
Complaint Type:
Product Issues
Status:
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.
I have reached out to Ubisoft Support to try and change the email associated with my account because I no longer have access to the one that is linked currently. I have done this once in the past but my support case timed out after a period of 1-2 days without responding. I saw no need to pursue it further, but the person I spoke with wanted to get a few screenshots from me to verify my ownership of the account. This time when I try to change the email to my account through ********************** Support, I can't help but feel brushed off. The person I was emailing refused to help me in any way even after I offered my help in any way I could. I even attached the screenshots I was asked for the last time I tried this but still they refuse to do anything. I have a lot of time and money in this account and to be flatout told they aren't going to do anything is beyond infuriating. Enclosed are the screenshots I was asked for the previous time I tried this (November 2023) as well as the screenshots from my current case (June 2024). Please note that in the screenshots of the conversation I was asking what they needed from me for verification and they still insisted the information was missing every time.
Business response
07/01/2024
Hello,

Thank you for reaching out to Ubisoft via the BBB. I understand how frustrating this issue with your Ubisoft account has been, and I sincerely apologize for any stress it has caused.

Upon investigation of your case and account I see that our Support team has been able to complete your request.

Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have.

Kindest regards,
******
Ubisoft Support
Initial Complaint
06/29/2024
Complaint Type:
Product Issues
Status:
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.
Ubisoft released XDefiant about a month ago, and for 6 weeks since the release of the game, there have been earnable rewards (sometimes called twitch drops) earned via watching streams on twitch.tv. The earnable twitch drops are outlined in this article: ************************************************************************************************************************************** I have been watching streams to earn the rewards, but so far the rewards have not appeared in my account. There are 6 weeks worth of rewards, and the first 5 weeks worth of rewards never showed up, although the week 6 rewards did.I want Ubisoft to ensure that my account receives all the rewards that I have earned. I have spent money on this product, and I have spent time on twitch watching to earn rewards. I have attached screenshots showing that both my Ubisoft, Twitch, and Xbox accounts are all properly linked together. I have also attached a screenshot showing that I have earned all the twitch drop rewards.Ubisoft needs to make sure my XDefiant/Ubisoft account is given the Weeks 1-5 Twitch Drop rewards that I have earned, but have not appeared in game.Ubisoft username: trickscopes Twitch username: trickscopes Xbox username: UTF ***
Business response
07/01/2024
Hello,

Thank you for reaching out to Ubisoft via the BBB. I understand how frustrating this issue with your Twitch Drops for XDefiant has been and I sincerely apologize for any stress it has caused.

Upon investigation of your case and account I see that our Support team has been able to resolve your request in regards to locating the missing content.

Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have.

Kindest regards,
****
Ubisoft Support
Initial Complaint
06/29/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I have reached out to the Ubisoft support team for assistance setting up 2FA. The support staff does not review my email and provides generic responses that does not apply to the situation. The site shows 2FA is activated but i am not able to access ranked. *** spent $100s of dollars on my account and would like to resolve this issue
Business response
07/01/2024
Hello,

Thank you for reaching out to Ubisoft via the BBB. I understand how frustrating this error you have encountered while trying to play ranked in Rainbow Six: Siege, has been. I sincerely apologize for any stress it has caused.

Your Ubisoft Support Case, #********, has been updated to request additional information. Please check your email and respond accordingly.

Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have.

Kindest regards,
******
Ubisoft Support
Initial Complaint
06/28/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I filed a support ticket with Ubisoft to try to change the email to my account as I can no longer access the email attached to the account. Ive sent multiple support tickets in the past with no answer. I have given this company 100s of dollars buying cosmetics. Im now unable to play any of the games Ive paid previously for because I can no longer access my account and link it to my PSN account.
Business response
07/01/2024
Hello,

Thank you for reaching out to Ubisoft via the BBB. I understand how frustrating this issue with your Ubisoft account has been, and I sincerely apologize for any stress it has caused.

Upon investigation of your case and account I see that our Support team has been able to complete your request by changing your email.

Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have.

Kindest regards,
******
Ubisoft Support

Customer response
07/01/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************

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