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
07/24/2024
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 used my prime subscription for itsspoit on twitch to receive a charm for a weapon in rainbow six siege. I followed all the instructions correctly and waited double the amount of time because it says up to ******************************************************************* a charm.
Business response
07/26/2024
Hello,

Thank you for reaching out to Ubisoft via the BBB. I understand how frustrating this issue with your Influencer Charm for itsSpoit 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
07/23/2024
Complaint Type:
Billing 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 recently linked my Ubisoft account ******** and my Xbox account ny toffees so that I could take advantage of the cross progression feature in Rainbow Six Siege. After successfully linking the two accounts, I launched Rainbow Six Siege on my Xbox. When the game loaded, I realized that I only had access to the progression on my Ubisoft account. My Xbox account level was 165, I had access to significantly more operators and cosmetics, and i had roughly ****** Renown. I had lost access to all of this on my Xbox, instead only having the progression of my Ubisoft account. I had spent between $300-$500 on my Xbox account to gain some of that progression. I filed a ticket with Ubisoft support but they havent gotten back to me yet, I put the case number below.
Business response
07/24/2024
Hello,

Thank you for reaching out to Ubisoft via the BBB. I understand how frustrating this account linking 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, 21415605.

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
07/22/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am writing to file a formal complaint against Ubisoft Support regarding their inadequate response and assistance in resolving a critical issue with my Ubisoft account. Approximately a week ago, I discovered that my Ubisoft account had been compromised by an unauthorized individual. Despite promptly submitting a support ticket to Ubisoft, I have yet to receive any meaningful assistance or even an acknowledgment of my issue. The situation has escalated significantly since then. The hacker who gained access to my account has been exploiting it to cheat in Rainbow Six Siege, a game developed by Ubisoft, which has resulted in actions being taken against my account, potentially leading to its permanent suspension. This is particularly distressing as I have invested considerable time and resources into my Ubisoft account, only to have it jeopardized due to the negligence of Ubisoft's security measures and their lack of response to my support request. I have taken the following steps to address this issue: Submitted a detailed support ticket through Ubisoft's official channels. Checked regularly for updates on my support ticket status, but to no avail. Attempted to contact Ubisoft through various means, including their customer support phone line, with no success in reaching a resolution. Despite these efforts, Ubisoft Support has failed to provide any meaningful assistance or even acknowledge the urgency of my situation. As a paying customer, I find this level of service unacceptable and damaging to my experience with their products. I kindly request the Better Business Bureau to intervene on my behalf and facilitate a resolution with Ubisoft Support. Specifically, I seek the following outcomes: Immediate assistance in reclaiming control of my Ubisoft account and securing it from further unauthorized access. Reversal of any penalties or bans imposed on my account as a result of the actions of the hacker.Sincerely, *********
Business response
07/24/2024
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, 21392962. If you have trouble accessing it, try signing into the support webpage via your linked Xbox/PSN login credentials. If still having trouble, please provide a screenshot of the purchase receipt for one of the Steam games linked to your Ubisoft account by following the steps outlined in the link below to assist in verifying ownership of the account.

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

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
07/24/2024
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
07/22/2024
Complaint Type:
Billing 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.
My account get hacked, hacker changed my email and password. This account worth at least 300$ for what I purchased on this account, and 6 year of my memory. I still have one friend we used to play a lot but passed away in my friendlist. I requested to get my account back, providing every information I could. Linked steam account, purchase history and client log information. However, they refuse to get my account back with rude attitudes. This is a total disrespect to valued customer.
Business response
07/24/2024
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.

Your account recovery form 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
07/24/2024

Complaint: 22025660

I am rejecting this response because:
I did not receive any update, and I offered activation history matching with my steam inventory record. However, they refuse to continue since this is not purchase history and I do not have it since it was a gift from friend. How does accepting a gift make me not the owner of game account?
I also provided most recent payment history with bank statement match the record, they refuse to continue.
Sincerely,

************
Business response
07/29/2024
Hello,

Thank you for reaching back out to Ubisoft Support.

Ubisoft takes account security very seriously. For security reasons, we needed to verify the ownership of the account before making such changes. We recently attempted to verify this account. Unfortunately, in order to protect the security of this account, we will not be able to provide the information requested as we are not able to verify ownership.

I completely understand that this information must be disappointing to you but I would request you to please understand that account security is the crucial part of the process and we cannot proceed with any changes without passing the verification.

Kindest regards,
Ubisoft Support
Customer response
07/29/2024

Complaint: 22025660

I am rejecting this response because:
Steam have confirmed gifted game will not be on purchase history and I have already submitted transaction number. You have all of the information i need and I will not accept this automated reply.

Sincerely,

************
Initial Complaint
07/21/2024
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 had to reinstall Steam and Ubisoft due to replacing hard drive. Ubisoft would not send me an email for password recovery, nor would it allow me to open a new account. I was already displeased with the service, but now it has been denied me, despite my original purchase of the game. I have lost all confidence in this company. All I wanted to do was play the game I paid for, but their system, if you can call it that, refuses to work properly. I will NOT be fooled a second time. Anything with their moniker on it is now off limits.
Business response
07/22/2024
Hello,

Thank you for reaching out to Ubisoft via the BBB. We sincerely apologize for the continued inconvenience this issue with your Ubisoft games from Steam, has caused.

If you could please open a case with our Customer Support agents so that we can gather more details and look into this issue, that would be very helpful.

Create a Support Ticket through this website: ************************************************************;

If you scroll down to the bottom of the page, you will see an option that says Contact Us, click here to create your case

In your case, please include any screenshots or videos of the issue you are experiencing in game so that we can begin our investigation as quickly as possible

Kindest regards,
******
Ubisoft Support

Customer response
07/24/2024

Complaint: 22021908

I am rejecting this response because: All it did was give me the address to the same failed web page I visited previously, completely without anything that resembles a solution that works. I stick with my original assertion, the business does not care about the customer.

Sincerely,

***********************
Business response
07/26/2024
Hello,

My name is **** and I am a Specialist with Ubisoft Support. I understand how frustrating this issue with your inability to access Uno has been and I sincerely apologize for any stress it has caused.

We are sorry to hear that you were not able to open a case with our Support Team! We have gone ahead and made a case for you so that our team can assist you with your game. Your case number is ******** under your Ubisoft account email. If you have issues accessing your case, or your Ubisoft account, please let us know.

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
07/21/2024
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.
We used a gift card to purchase digital content from the Ubisoft website for a game. We later found out the content was not compatible with our game. We then asked for a refund or store credit to purchase the correct content. We had been told they would refund our account wallet. Nothing was sent. I continued to reach out to them and told them we did not have the original form of payment since it was a gift card. After 4 months and Ubisoft saying they are looking into it we get a message saying they refunded to the original payment method and wont do anything else. So they went back on their word of refunding to our account and we are out the money.
Business response
07/22/2024
Hello,

Thank you for reaching out to Ubisoft via the BBB. We sincerely apologize for the continued inconvenience this issue with your refund, has caused you.

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

Again, we are truly sorry for any frustration this may have caused and 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
07/20/2024
Complaint Type:
Billing 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 lost my account for a game rainbow 6 siege when someone stole my PlayStation account a year ago, I got my PlayStation account back but ********************** support never got something worked out with me after trying multiple times over a 6 month period trying to get it back then someone told me you could possibly help I have pictures proving my usernames and that I owned the accounts with previous ***************** numbers please help?? they have since changed the names but I hope they keep records
Business response
07/22/2024
Hello,

Thank you for reaching out to Ubisoft via the BBB. We sincerely apologize for the continued inconvenience this issue with your Ubisoft account has caused you.

After further review and investigation of your case, we can see that our team has requested some additional information on case Ubisoft Support Case: ********. Please check your emails for the update for our team to continue with recovering your account.

Again, we are truly sorry for any frustration this may have caused and 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
07/19/2024
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 copy of assassins creed origins through steam a few years ago. I linked it to one of my then 2 active ubisoft accounts and enjoyed the game. Ubisoft switched how they link accounts to steam only allowing me to access one of 2 accounts and effectively deleted my license to a purchased product. I opened a ticket with support over 2 weeks ago and have not received so much as an acknowledgement in the ticket. After some time an autoreply from a bot informed me of "high case volumes" which I ignored as I awaited a further response at which point they automatically closed my ticket as I did not reply in 2 days. I find this process ridiculous and unacceptable, I have been unable to access my purchased product for weeks now and I have yet to even receive acknowledgement of my issue.
Business response
07/22/2024
Hello,

Thank you for reaching out to Ubisoft via the BBB. We sincerely apologize for the continued inconvenience this issue with your Ubisoft games from Steam has caused you.

After further review and investigation of your case, we can see that our team has requested some additional information on case Ubisoft Support Case: ********. Please check your emails for the update for our team to continue with your transfer request.

Again, we are truly sorry for any frustration this may have caused and 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
07/18/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I lost access to my ubisoft account that was linked to my Playstation account that I made about 7 years ago that had its Gmail changed 3-4 times and the first one that was ever made for it is long lost and forgotten about. And that is the one that is connected to the ubisoft account but I no longer have any connection to them but I set up my two step verification and my phone number is linked to this Gmail and ubisoft account so I sent a claim to ubisoft and they haven't responded back to change the Gmail or even give me access to my account via the phone number linked to it, and now I'm just worrying I lost all my progress for my ubisoft account and all the money I put into there games. If I could change that Gmail to it and update to my current one it would be the biggest help
Business response
07/19/2024
Hello,

My name is **** and I am a Specialist with Ubisoft Support. I understand how frustrating this account issue has been and I sincerely apologize for any stress it has caused.

Your account recovery form on 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
07/19/2024
Okay so my last complaint went through, but they just gave me someone else's ubisoft account instead of my **********************, if this can make it easier on who ever sees this my ubisoft is Moist_Crow, my phone number is linked to it and I don't know whatever Gmail is on it at all I would like to have what ever Gmail is connected to my Moist_Crow ubisoft account to be changed to my *********************** and to give who's ever ubisoft account they gave me back to them because now who ever they gave can't use there ubisoft account
Customer response
07/19/2024

Complaint: 22011563

I am rejecting this response because: Ubisoft didn't connect my Gmail to the correct account and now I have someone completely else and could be affecting that user experience on there ********************** account. Instead of me getting Moist_Crow this is my ubisoft account i lost access to, I got Dentyzaz's ubisoft account and now that person doesn't have access to there ubisoft account

Sincerely,

*************************
Customer response
07/22/2024
I've been trying to get my account back and link it back to my Playstation account it's been about a week now and I haven't got any progress in getting my ubisoft account back, I've put 1300 hours into one of there games and 100+ dollars into the game. I would like some sort of help with them looking at my claim and seeing what they can do with my account I have my phone number connected to it but I can't do anything with it. If this ever gets taken care of that will be amazing thank you
Business response
07/22/2024
Hello,

Thank you for reaching out to Ubisoft via the BBB. We sincerely apologize for the continued inconvenience this issue with your Ubisoft account has caused you.

After further review and investigation of your case, we can see that our team has requested some additional information on case Ubisoft Support Case: ********. Please check your emails for the update for our team to make this change.

Again, we are truly sorry for any frustration this may have caused and 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
07/25/2024
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
07/17/2024
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.
my subsumption was forcefully closed so i could pay a hire price for the same thing
Business response
07/19/2024
Hello,

My name is **** and I am a Specialist with Ubisoft Support. I understand how frustrating this issue with your Ubisoft+ subscription has been and I sincerely apologize for any stress it has caused.

Your 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

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