ComplaintsforUbisoft Entertainment, Inc.

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have owned Rainbow Six Siege for years now at this time with over ***** hours invested in Siege. Since the Siege update which requires non "prepaid" phones to play Siege. I have been unable to register my phone number which although is not prepaid due to the archaic system that they use has restricted my access to the game. Ubisoft support has been useless in helping me and takes weeks at a time to respond. The live chat feature that they say to use is not working more than half the time. It is insane to me that I paid for Siege and cannot fully access the game even though I have owned the game for such a long period of time. and have basically revoked my access.

  Business response

  01/09/2023

  Hello,
  
  My name is **** and Im the Critical issues Specialist here at Ubisoft Support. I understand how frustrating this issue with adding your phone number has been and I sincerely apologize for any stress it has caused.
  
  I would like to apologize for the experience you have had in this case. Your time is valuable and these investigations need to be handled as efficiently as possible. Unfortunately, while I was able to locate an account under the email address used for this BBB case, I do not see where there is a copy of Rainbow Six: Siege or any attempts to add the number in order to work with the appropriate teams to investigate what is going on. If you could please provide me with the username or email address for the account as well as a Customer Support case number if you have one I would be happy to look into this with you! 
  
  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.
  
  Best Regards,
  ****
  Ubisoft Support
  
  

  Customer response

  01/09/2023

   
  Complaint: 18689604
  
  I am rejecting this response because:   My Ubisoft email is ********************** I want to add the phone ************* to the account for verification. I had just gotten a response from the Support Ticket and they told me to use Ubisoft Chat. However Ubisoft chat only has hours from 9am- 11am which is not enough time to get anything done and I work during that time.
  
  Sincerely,
  
  *******************

  Business response

  01/11/2023

  Hello,
  
  Thank you for getting back to me with the information that I needed!  I would like to apologize for the experience you have had in this case. Your time is valuable and these investigations need to be handled as efficiently as possible.
  
  I understand that this has been incredibly frustrating, and I have been working with the appropriate teams to investigate what you have been experiencing when attempting to add your phone number to your account in order to find the quickest solution. Unfortunately, I was able to confirm that the number ending in 88 is a VOIP number that we cannot use. 
  
  We would be happy to help with adding the phone number ending in 05 for you. For security we do need to send a one time password (OTP) to the number to validate it before adding it to the account. This OTP is valid only valid for a very short time so it needs to be completed through the chat system. While the chat hours are currently shortened, they are available currently 7 days a week 9am - 11am Eastern time. 
  
  Please open a live chat with our CS agents from the case that you have open with us: Case # ********
  I have added notes to this case to inform the agent to continue with the process of adding your phone number to your account. If they seem confused, please request that they read the comment I left on that case ( Case# ******** ).
  
  
  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.
  
  Kind Regards,
  ****
  Ubisoft Support

• Initial Complaint

  12/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought Rainbow six siege from Ubisoft, and i am not able to play it. It requires a 2-step verification, which I have done but still no luck. I just wish to hear from them soon and some help, as I feel like they are nullifying my purchase by locking me out of content I previously paid for.

  Business response

  01/03/2023

  Hello,
  
  My name is **** and Im the Critical Issues Specialist here at Ubisoft Support. I understand how frustrating this issue with accessing Ranked matches in Rainbow Six: Siege has been and I sincerely apologize for any stress it has caused.
  
  I have been able to work closely with the game team to investigate your account and the cases that you have open with our Support team. I see where you have both your phone number and two step verification enabled the account associated with the email provided in your BBB case. I can confirm that you have been able to play Ranked matches within the last few days since the creation of this case. Please make sure that this is the account that you are logged into when you log in to play as I do see that you mention having had a second account in the past.
  
  I would strongly encourage closing that account to avoid any issues. You can see how to do that here:
  
  ***********************************************************************************************************************
  
  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

  01/04/2023

   
  Complaint: 18654279
  
  I am rejecting this response because: Hi thanks for responding, ***** able to play after starting my game a a few times so I can do with that but now I just need help with my other account ******** from Xbox. I dont see any items transferring over to pc.
  
  Sincerely,
  
  *****************************

  Business response

  01/05/2023

  Hello,
  
  Thank you for reaching back out. I am thrilled to hear that you are are now able to play Rainbow Six: Siege.  I am incredibly sorry to hear that you are missing content after logging in for cross-progression! I would be happy to look into the issue of missing content with you. 
  
  If I understand correctly - you are looking for content that was on your Xbox console account? What content exactly is missing? I do see where content was synced - so having an idea of what I am looking for would be incredibly beneficial in looking into this. 
  
  Upon investigation I see that your Xbox account was recently linked to this Ubisoft account. The username or email address for the old account would also be helpful!
  
  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

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The following is what i attempted to send them through their support page but was unable to do so as it was not working. So i bought just dance 2023 through a redeemable code on the ******** eShop. The game is very unplayable and buggy and laggy. I played a couple of songs and it was laggy. but thats not all when i wanted to keep playing the game, it was impossible to do so. I have attached a video of what was happening. At first it started off with the previews being broken but it quickly escalated to a flickering screen and the game was unplayable. This is honestly ridiculous for a company like this. When I tried to close the game it failed to do so and it ended up just crashing. Now how do we resolve this issue because i did not pay money for an unplayable game. This is ridiculous, their game doesnt work, their support page doesnt work, does anything they make work?

  Business response

  12/21/2022

  Hello, 
  
  My name is **** and Im the Critical Issues Specialist here at Ubisoft Support. I understand how frustrating this issue with Just Dance 23 has been and I sincerely apologize for any stress it has caused. 
  
  Im sorry to hear youve been having difficulty with one of our games, I would be happy to look into the issue and offer any additional assistance I can. Based on the description that you have provided, we are aware that some players may experience lag when navigating the menu, and we are currently investigating.
  
  I see that you mentioned attaching a video of the issue. Unfortunately I do not see a file attached. 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: https://www.ubisoft.com/en-us/help  
  
  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. If you experience issues with creating the case, completing some browser troubleshooting can be helpful! 
  
  https://www.ubisoft.com/en-us/help/article/browser-troubleshooting-for-ubisoft-webpages/000062631
  
  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. 
  
  Kind Regards,
  ****
  Ubisoft Support

• Initial Complaint

  12/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Account: Traxx_Ellipsis Legacy name: BrayAwesomeOS Unique ID of ***********************-9945d1e9a9a2Situation Overview: The Ubisoft support team allowed someone to steal my account. I filed a case #: ******** submitted a plethora of proof (which was entirely disregarded) under the support case. The thief was unable to verify any of the information that Ubisoft supposedly has in place to protect my account. I WAS able to verify it but Ubisoft support still allowed this to continue. The thief then sold my account to someone else who is trying to get me to pay him to buy it back. I am the rightful owner of this account. I did not authorize Ubisoft or anyone else to take ownership of my account. I have uploaded an expanded explanation of the situation as well as countless records documenting my ownership and attempts to resolve this directly with Ubisoft support.Request for Resolution:1.I want my account back.2.I also want Ubisoft to ensure that all of my rankings, purchases, etc are exactly as they were when the illegally gave my account to an unauthorized thief.3.I want compensation for the time and effort this recovery has involved as well as for my inability to use my primary account (which Ive owned for approximately 10 years) for the last nearly two years.

  Business response

  12/21/2022

  
  Hello, 
  
  My name is **** and Im the Critical Issues Specialist here at Ubisoft Support. I understand how frustrating the issue with your account has been and I sincerely apologize for any stress it has caused.
  
  I would like to apologize for the experience you have had in this case. Your time is valuable and these investigations need to be handled as efficiently as possible. I understand that this has been incredibly frustrating, and I have been working with the Rainbow Six team to make sure we find a solution as quickly as possible. 
  
  So far I have able to locate your account and revert it back to the email address and information prior to when it was compromised. You will need to update the password when you log back in and I strongly suggest setting two step verification back up as well.
  
  I must regretfully inform you that we are not able to make changes to the rank within the game. I am currently working with the Rainbow Six: Siege team to reverse any changes by the hacker while they had access as best we can. I have also submitted an appeal for the sanctions placed on the account during that time as well. Once I have more information I will reach back out.
  
  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.
  
  Kind Regards,
  ****
  Ubisoft Support

  Customer response

  12/22/2022

   
  Complaint: 18576132
  
  While I appreciate that I am finally able to regain access to my account, I am rejecting this response because: I am not willing to accept this response until Ubisoft can confirm that the sanctions against my Rainbow Six account are removed. I have been a reputable, highly ranked player for year and have not done anything to get a permanent ban. I have thousands of dollars invested in that game and trophies and weapons that are only available to my account due to winning tournaments and the like that cannot be replaced. The ban was 100% the fault of Ubisoft for giving my account to someone without permission when I had done everything they presented as available to protect my account. When my Rainbow Six account is entirely restored I will revisit whether to accept this resolution.
  
  Sincerely,
  
  ***** "braydon" ******

  Business response

  12/28/2022

  Hello,
  
  Thank you for reaching back out! I completely understand wanting everything to be settled with your account. I have just gotten an update from the Rainbow Six: Siege team and they confirmed that they were able to remove the sanction on your account and you should be able to log in and play again!
  
  As a token of our appreciation for your patience during this process you will find a couple of 3 day renown boosters on your account when you log in.
  
  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. 
  
  Kind regards,
  ****
  Ubisoft Support

• Initial Complaint

  12/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been playing Rainbow 6 siege on console since the beginning. I have played and spent a lot money on Ubisoft games. On 12/10/22 my reputation on the game decreased two ranks during the course of 2.5 hours. I have been penalized in points and rewards when I didnt do anything against the code of conduct. I contacted Ubisoft support and explained the issue but was repeatedly told to review the code of conduct. I requested examples of what I supposedly did wrong but I was told it would violate the integrity of the reputation system. When I asked to speak to a supervisor I was told my case was considered closed and I would no longer be able to contact support on the matter. Im not a cheater nor a toxic player but Im being treated as one. I have invested years and a-lot of money on Rainbow 6 and expected more effort to resolve my issue. My case is Ubisoft Support Ticket: ********. If i cant receive justification for the penalty I request my reputation be returned to respectable. I believe I was being falsely reported for either cheating or grieving.

  Business response

  12/12/2022

  Hello,
  
  My name is **** and Im the Critical issues Specialist here at Ubisoft Support. I understand how frustrating this drop in your game reputation has been and I sincerely apologize for any stress it has caused.
  
  I was able to locate and review the case that you have open with our Support team (********). I understand your desire to understand what was done so that you can correct the behavior! For security of our systems we are not able to provide specifics regarding the nature of the reports.  It does look like there may be a delay from the time of the report until the reputation is adjusted. 
  
  This reputation program is new and still in beta and we would love feedback! You can provide feedback at the game forums here:
  
  https://discussions.ubisoft.com/
  
  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.
  
  Best Regards,
  ****
  Ubisoft Support
  
  

• Initial Complaint

  12/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have purchased the game created by Ubisoft called Rainbow Six Siege. They are nullifying my purchase by locking me out of content I previously paid for. They recently require me to add a phone number to play a game mode in which I am unable to because I use a prepaid service. I have purchased this game across many platforms to play this mode throughout many years (first purchased in 2016). Now that they added this feature, it has locked me out from playing on my PC, where I spend most of my time playing with my team.

  Business response

  12/12/2022

  Hello,
  
  My name is **** and Im the Critical issues Specialist here at Ubisoft Support. I understand how frustrating this has been and I sincerely apologize for any stress it has caused.
  
  I would like to apologize for the experience you have had in this case. Your time is valuable and these investigations need to be handled as efficiently as possible. I understand that this has been incredibly frustrating, and I have been working with the appropriate teams to investigate what you have been experiencing when attempting to add your phone number to your account in order to find the quickest solution.
  
  Please open a live chat with our CS agents from the case I have opened to assist with this issue. Case # ********
  I have added notes to this case to inform the agent to continue with the process of adding your phone number to your account. If they seem confused, please request that they read the comment I left on that case ( Case# ******** ).
  
  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.
  
  Best Regards,
  ****
  Ubisoft Support
  
  

• Initial Complaint

  12/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Un "suspicious" my phone number or refund Rainbow Six Siege, Rainbow Six Siege requires a phone number for the ranked gamemode which was advertised to me as part of the game, you can't change the **************** to lock me out of something I paid for, this is fraud and a scam, which is pretty Ironic considering the stated purpose of this whole thing? How tf is linking a phone number supposed to prevent fraud anyway? It doesn't even make sense Having some robot AI discriminate against people for the purpose of locking them out of something they paid for to prevent the very thing you are doing right now? This has to be illegal in at least one of the areas you cheeky corpos operate in....

  Business response

  12/12/2022

  Hello,
  
  My name is **** and Im the Critical issues Specialist here at Ubisoft Support. I understand how frustrating this has been and I sincerely apologize for any stress it has caused.
  
  I would like to apologize for the experience you have had in this case. Your time is valuable and these investigations need to be handled as efficiently as possible. I understand that this has been incredibly frustrating, and I have been working with the appropriate teams to investigate what you have been experiencing when attempting to add your phone number to your account in order to find the quickest solution.
  
  Please open a live chat with our CS agents from the case that you have open with us: Case # ********

  
  I have added notes to this case to inform the agent to continue with the process of adding your phone number to your account. If they seem confused, please request that they read the comment I left on that case ( Case# ******** ).
  
  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.
  
  Best Regards,
  ****
  Ubisoft Support
  

  
  

• Initial Complaint

  12/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was wrongfully banned by the moderator team In Growtopia on Tuesday, the 6th 2022. I had no warning and was immediately disconnected and sent to the login screen. The Game displayed I was banned for Account Or Item Trading For Real Currency Later the reason was changed to Account Sharing. Neither of Which Ive taken part in. When trying to dispute the claim they failed to provide any evidence upon my request. They are also refusing to reply to any further emails. Instead of answering any of my questions and concerns they simply sent a link which directed me to the terms of service and guidelines for the game, after reading though the list nowhere does it even state that account sharing is a ban-able offense. The moderators in game are abusing the power they have and the support team is doing minimal work in providing decent support. The rules in the game are unclear and change depending on the individual enforcing them. This creates major inconsistencies in severity of punishments and favoritism among moderators and content creators who promote the game. This has been a persistent issue in the game since Ubisoft acquired the rights. Id like them to reopen the investigation into my account ******* and reinstate it. The way they conduct business is completely inappropriate and should be frowned upon. All I want is to be play a simple game with my friends.

  Business response

  12/12/2022

  Hello,
  
  My name is **** and Im the Critical Issues Specialist here at Ubisoft Support. I understand how frustrating the Growtopia account suspension has been and I sincerely apologize for any stress it has caused.
  
  After an investigation was conducted regarding your ban, it was confirmed that the code of conduct was breached. This is not an error and it cannot be removed. I understand that this is not the outcome you had been hoping for, and I sincerely apologize for any frustration it has caused.
  
  Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter.
  
  Kind Regards,
  ****
  Ubisoft Support

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a assassins creed hoodie for my son for Christmas cost 85$. It never showed up. I saw a email saying we are having shipping issues can you send your address. Well there was no email to send it too. There is no phone number. I looked to contact someone and they have only a email option on their site so I tried that and left a message. They said they would get back to me in 24 hours. It been weeks now and no-one has contacted us.I want a refund or I want my product. or at least someone to contact me to tell me whats going or a tracking number .

  Business response

  12/12/2022

  Hello, 
  
  My name is **** and Im the Critical Issues Specialist here at Ubisoft Support. I understand how frustrating the issue with your hoodie order has been and I sincerely apologize for any stress it has caused. 
  
  I need some additional information regarding your order so that I can investigate and find out what is going on. If you could please provide me with an order number or a case number from where our Support team reached out regarding the address it would allow me to help with getting to the bottom of the issue with you! 
  
  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. 
  
  Kind regards,
  ****
  Ubisoft Support

• Initial Complaint

  12/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was banned for 60 days in the game Growtopia and I was not doing anything illegal or inappropriate. I have purchased the grow pass every month since October 5, 2021, as well as various items from the app store. I also have purchased other games like Just Dance, Assassin's Creed and ****** for my kids. I have tried to contact the Growtopia team and the person that I was dealing was very rude and would not tell me specifically what infraction they think I am guilty of. The last email I received from the Growtopia staff vvCephei told me that they would ignore anymore emails from me. I never cheated and have legitimately achieved the highest level in the game as well as a few other secondary quests. If I am forced to serve this unfair ban I will never purchase another Ubisoft products again, nor will I make any in app purchases. This is an unfair and unjust ban of which I am completely innocent. I demand the transparency and respect that I deserve.

  Business response

  12/05/2022

  
  Hello,
  
  My name is **** and Im the Critical Issues Specialist here at Ubisoft Support. I understand how frustrating this issue with your Growtopia ban has been and I sincerely apologize for any stress it has caused. 
  
  I have been working closely with the Growtopia team and I'm afraid that I need some additional information to move forward with investigating further. If you could please provide me with your Support ticket ID for the case(s) that you mentioned. Once I have this information I can review the case and information with Growtopia team. 
  
  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. 
  
  Kind Regards,
  ****
  Ubisoft Support

  Customer response

  12/05/2022

  ****,

  I do not have anything labeled as "case number" however I do have a conversation ID of ******. Thank you.
  
  Sincerely,
  
  **********;

*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. ↩