ComplaintsforUbisoft Entertainment, Inc.

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have made a purchase of an add on and "helix credits" purchased valued total of $79.98 and credits have never been applied to the account. Have attempted to contact UBISOFT support several times. When calling, an automated message directs customers to go to an online support website. When attempting to use the online website, I am unable to initiate a virtual chat nor am I able to submit a written support request. This makes it impossible to connect with the company to achieve resolution to my problem.

  Business response

  04/14/2022

  Hello!
  

  My name is Ariadne and Im the Escalations Specialist here at Ubisoft Support. I understand how frustrating this has been and I sincerely apologize for any stress it has caused.

  I have attempted to find your Ubisoft Account, but I have not been able to locate it with the details you have provided for us.
  

  Please follow these steps in order to submit your files to Ubisoft Support in order for this issue to be looked into: https://www.ubisoft.com/en-gb/help/connectivity-and-performance/article/submitting-files-to-ubisoft-support/000063176?origin=middle
  

  There is a chance that when you attempted to start a chat or open a case before, the file was either too large or in a format that our Support portal does not allow. Please make sure that the file is smaller than 5MB if you are not able to make it smaller than this size, please compress the file and attach it to your case or chat.
  

  If this does not help, using a different browser may also help solve this issue.
  

  Once the case is created, please feel free to update this BBB case so that I can keep an eye on it and make sure the investigation is proceeding as efficiently as possible.
  

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

  Best Regards,
  

  Ariadne
  Ubisoft Support

  Customer response

  04/15/2022

   
  Complaint: 17026480
  
  I am rejecting this response because:

   

  The steps provided by the business are the same steps I took to begin with. I searched for my issue in their help/support page which led me to the following page:
  Helix Credits Not Received | Ubisoft Help. 

  I waited over 24 hours as indicated and then attempted to submit a case. When attempting to submit a case on the contact us link. I logged in using my playstation account *******************.  The contact us link leads to a form where I typed my request, yet the chat button is unavailable with a notation that chat is not available. When attempting to send the case via the form, the submit button loops, regardless if I attach a document or not. I also attempted to call ubisoft however their support phone number leads to a recording indicating that all support is online. 

  My inability to reach the business through their own support is what led me to use the BBB. IT's unacceptable that the business does not have a working support method for customers to address their issues. 

  I request that either the credits are posted or I will need to contact my credit card agency to dispute the transaction. 

   

  My ubisoft account is: GOATMAGIC123
  ***************** linked to the playstation account ******************* 

   

   

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

  Business response

  04/22/2022

  Hello again!
  
  Thank you for being so diligent in responding to us, I really appreciate it! As of April 22, 2022 We have added the purchased amount of helix credits to your account, they should be showing up in game. If they are not, please try completely closing out of the game and then restarting it.

  After investigating your account, we found that the **** of Ragnark add-on is appearing in your account. If you are not able to play it, or if it is not showing up for you, please send us an in game screenshot of how you are attempting to access this content so that we can investigate the issue further.

  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,
  
  Ariadne
  Ubisoft Support

  Customer response

  04/29/2022

  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

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My issue I face is with the game Growtopia. I have been a long time player who has had a account for 8 years and sank $100 of dollars into the game. I recently tried playing the game from a new phone and was greeted with your account has been suspended. I contacted ubisoft support asking why my account was banned. I got a copy and pasted reply of game rules and was told they would not unban my account nor did they give me a reason for the ban. They also told me they will no longer respond to any or my messages. The in game value of the items on my account is worth several hundreds and if need be will take legal action.

  Business response

  04/15/2022

  Hello!

  My name is Ariadne and I am the Escalations Specialist here at Ubisoft Support. We received your email and I wanted to thank you for raising your concerns with us.
  

  After an investigation was conducted regarding your ban, it was confirmed that the code of conduct was breached. Your account has been permanently suspended from the game for using a macro for botting.
  

  Botting is where you perform automated actions without being present, such as - auto-farming through placing and destroying blocks. We are very clear in the /rules about what happens when people are caught doing that.
  

  You can also check our Forum Thread where we informed players that we will be actively taking actions against whoever is autofarming, here's the thread:
  https://www.growtopiagame.com/forums/showthread.php?546074-Autofarming-and-BFG-with-Autofarmers-Punishment-Rules
  

  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.
  

  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,
  

  Ariadne
  Ubisoft Support

  Customer response

  04/15/2022

  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,
  
  ******* Ship

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for a pack of 17 games and only 4 of them work, they wont help me or give me a refund. Ive tried to reach out to them but they are ignoring me. All I want its compensation or to play the darn games that I paid for. I did the math and they took $100 dollars from me and dont even care. I need help please, someone needs to do something to them because from everyone Ive talked to in real life, all of them (who have bought from Ubisoft) have had some problems and gotten not a single ****** of help. I at least want to know why because its not an issue on my part and this makes me very sad. I make barely any money and that was many ours of work for that money.

  Business response

  04/12/2022

  Hello!

  My name is Ariadne and Im the Escalations Specialist here at Ubisoft Support. I understand how frustrating this has been and I sincerely apologize for any stress it has caused.

  I was able to locate the cases (#********, #********, #********, and #********) you have made with our customer support and after investigating these cases, and working with our E-Commerce specialist, we should be able to refund half the cost of the purchased Animus Bundle.

  If you would like more than half of the total cost for the Animus Bundle refunded, we will need to complete additional troubleshooting for the games that you are reporting issues for (along with gathering more information on what you are experiencing).

  Please get back to us when you have a moment with your preference and I will get the process started as soon as possible.

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

  Best Regards,
  
  Ariadne
  Ubisoft Support

• Initial Complaint

  04/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a game directly from Ubisoft on 11/19/21. The order reference number they gave me is : **********, dated 11/19/21. I attempted to download the game immediately, but I wasn't able to download the game presumably because of settings on my computer. A message popped up ( and continues to pop up on every subsequent download attempt ) with an error code. I immediately contacted Ubisoft tech support with this information. They replied with advice on how to make sure my computer settings would allow a download from Ubisoft. I was unable to access my router to check settings until January 19 of this year. I followed the tech support advice at this time. After the settings complied with their recommendations, I still couldn't download the game. I think a brief history would be helpful at this point. I own numerous Ubisoft games, but almost all of them were purchased through a third party gaming site called "Steam". There has never been a problem downloading Ubisoft or any other games from them. I downloaded a game made by a different gaming company from Steam since the issue in question began with no problem. This told me that my computer is capable of large downloads. I didn't pursue this issue again until around 3/24/22. At that point, I was tired of fooling around, and requested either a refund or that they get the game to me by some other means. They have flatly refused both requests, saying that their store policy considers the sale to be final once the game has been "accessed". I have repeatedly requested their definition of "accessed" because the only "access" to the game I have had is to look at the catalogue on their website. They have just ignored that request.I paid $39.99 for the game. All I want is my money back, or the game. They have lost a good customer, but I don't wish to pursue any other legal avenues.

  Business response

  04/11/2022

  Hello!

  My name is Ariadne and Im the Escalations Specialist here at Ubisoft Support. I understand how frustrating this has been and I sincerely apologize for any stress it has caused. I have taken a look at your account and found that you were able to access the game as of April 2nd, 2022. If you would still like a refund for your purchase of the game, I am very happy to continue with that. Please update us at your earliest convenience so I can start the process as soon as possible.

  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,
  

  Ariadne
  Ubisoft Support

• Initial Complaint

  04/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ive been trying to submit a support email for multiple days, on there site it says we can email support but they hide the link and its impossible. ******* support just ignores you, and i cant get any basic support from ubisoft, so I'm filing a compliant. Its crazy that i have to file a complaint to get some basic support for an issue, don't advertise email support and then not have a link.i stopped playing r6 siege because of al the team killing, toxic and racist players. ubisoft said they've made fixes to improve this, but it doesn't seem like it. People are still team killing and throwing matches for simple things like not placing a wall or **** wire in the "correct spot". LOOBIE and demmelonz decided to team kill and were reported, why aren't they banned?? Ill just spend money on different games until then, you guys decide to fix the problems.I'm assuming you guys don't have any actual way to see if someone is dong something they shouldn't since you request the players to submit proof, so we have to do job for you guys to get help???

  Business response

  04/06/2022

  Hello!

  My name is Ariadne and Im the Escalations Specialist here at Ubisoft Support. I understand how frustrating this has been and I sincerely apologize for any stress it has caused.
  

  In order to create a Support Ticket, please follow these steps:

  1. Go to this website: https://www.ubisoft.com/en-us/help
  2. 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
  3. In your case, please include any screenshots or videos of what you are experiencing in game so that we can begin our investigation as quickly as possible
  

  Again, I sincerely apologize for any frustration this 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,
  

  Ariadne
  Ubisoft Support

• Initial Complaint

  03/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a large pack of games 8 months ago and most of them will not open, dispute talking to them many times and asking for a refund not once have they given me a real solution. Im positive its a problem Of their end and the took $100 from me

  Business response

  04/01/2022

  Hello!
  
  My name is Ariadne and Im the Escalations Specialist here at Ubisoft Support. I understand how frustrating this has been and I sincerely apologize for any stress it has caused. 
  
  In order to thoroughly investigate this, we will need a little more information. If possible, please get back to me with this information at your earliest convenience:
  
  1. Ubisoft Account Username
  
  2. Ubisoft Account Email
  
  3. Your case number (if you have opened a case with Ubisoft Support)
  
  4. What was purchased (and the order number/where it was purchased)
  
  
  If you are able and have not done so already, please open a case with Ubisoft Support and include that Case number in your response. It is much quicker to communicate via the Ubisoft support portal and I can take over the case to continue to work with you through there.
  
  Again, I sincerely apologize for any frustration it has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask.
  
  
  Best Regards,
  
  Ariadne
  Ubisoft Support

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  So im a ubisoft member, and i bought the complete edition wich also included some cosmetics for the game. Now in my dashboard it says all the stuff is unlocked, but in game i do not have accesss to them. I have submitted a ticket but they ignore me as can be evidenced by the STEAM forums that handle this very issue. I spoke with the chat about this and they told me this is out of thier hands, that it is a dev issue. Thier selling it on bad faith because one draw is the "complete edition". which it isnt. Love the game but am dissapointed in ubisoft for continuing to sell this broken game without fixing it, or according to tech support, "have the devs do it".

  Business response

  03/22/2022

  Hello!
  

  My name is Ariadne and Im the Escalations Specialist here at Ubisoft Support. I understand how frustrating this has been and I sincerely apologize for any stress it has caused. 
  

  In order to thoroughly investigate this, we will need a little more information. If possible, please get back to me with this information at your earliest convenience:
  

  1. Ubisoft Account Username
  

  2. Ubisoft Account Email
  

  3. Your case number (if you have opened a case with Ubisoft Support)

  4. Game title and what was purchased
  
  

  If you are able and have not done so already, please open a case with Ubisoft Support and include that Case number in your response. It is much quicker to communicate via the Ubisoft support portal and I can take over the case to continue to work with you through there.
  
  Again, I sincerely apologize for any frustration it has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask.
  
  
  Best Regards,
  
  Ariadne
  Ubisoft Support

  Customer response

  03/23/2022

  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

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought Far Cry 6 from Ubisoft on December 27th last year and I haven't been able to play it until recently I've been playing it for about a week maybe 2 and I started doing a mission called "Break the chains" when I first attempted this mission I was able to free the hostages but when I went to the computer to upload footage which is the next objective of the mission my game crashed when I loaded back into the game I could no longer free the hostages or interact with the computer I've tried all available options to fix this bug in the game everything from reloading last save, withdraw from mission, quit to main menu, even tried Ubisoft's supposedly fix for the problem, even had a friend join my game to see if that fixes it and I joined his game to see if that would fix mine but it all resulted in no fix so I'm left with a game I spent a lot of money on that I can't beat this bug has been a problem since day one of the games release on October 7th last year there's forums on Ubisoft discussion that shows and proves they have known about this issue since the games release and they have failed to fix it months after it's came out so they have no intent on fixing the game breaking issue if they could be made to fix it I would like to keep the game but I'm afraid they don't care so I'm only left with getting a refund for a incomplete game they have released too soon that is not ready to be sold

  Business response

  03/21/2022

  Hello!
  
  My name is Ariadne and Im the Escalations Specialist here at Ubisoft Support. I understand how frustrating this has been and I sincerely apologize for any stress it has caused. 
  
  We have received reports of players who are unable to complete the mission Break the Chains. The development team has been made aware of this issue and they are currently investigating it. In order to help them continue their investigations, we will need the following information : - confirmation that your game is fully updated
  
  As well as this, our teams would like to use details from your progress on Far Cry 6 to continue looking into the issue. Please make sure that your latest save has been added to the Cloud : https://www.ubisoft.com/en-gb/help/far-cry-6/gameplay/article/cross-progression-in-far-cry-6/000099032
  
  Once you have made sure that your latest save has been added to the Cloud, please get back to me with your account information (Gamertag or email) so that I can be sure to forward your information for the investigation.
  
  If you are wanting a refund, I will need to inform you that unless the item was purchased through the Ubisoft Store, we are not able to provide a refund. If you are seeking a refund, you will need to contact the vendor where you purchased the game.
  If you have any questions regarding this, our Refund FAQ has detailed information on our refund policy:
  
  https://support.ubisoft.com/Article/000062176
  
  Again, I sincerely apologize for any frustration it has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask.
  
  
  Best Regards,
  
  Ariadne
  Ubisoft Support

• Initial Complaint

  03/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 12th 2020 I pre ordered the collectors edition of Far Cry 6 from the ubisoft store. My credit card was charged, and thus I assumed that my pre order was sorted and It would be here on launch day.On 10/6/ 2021 (the day before the game released) I Contacted their customer support to inquire about why I hadnt yet Received tracking info. I was informed that my order had been canceled due to a system error and that I had been refunded. I subsequently contacted my credit card company and confirmed that I had not in fact been refunded. I reached back out to Ubisoft later that day And after providing proof of the charge still being visible on my end was told that they would send it to their billing team and look into it.On 10/28 I received a message indicating the refund would be processed in the next 5-7 days. I then waited, and after having never received the refund I reached back out to them on 12/21 letting them know that I still hadnt got my money back.On 10/22 I received a response with the same exact wording as the correspondence on 10/28 indicating i should wait another 5-7 days for a refund On 1/6 I reached back out letting them know I still hadnt received the refund.In response on 1/8 I Received a message from Ubisoft support indicating my case was now under investigation, and I should hear back regarding it soon. On 1/17 I reached back out to ask if they had an update on the situation and received a response on 1/18 indicating that my issue was under further investigation I continued to reach out to them multiple times every few days regarding updates to this situation over the course of the next week, and on 1/26 my case was escalated.On 2/8 I reached out to live support to try to get an update on the situation and was told to once again continue to wait for an update On 3/7 I once again reached out for an update and was told to continue to wait until they had a development on my case. All I want is my money refunded after all this time.

  Business response

  03/22/2022

  Hello!
  

  My name is Ariadne and Im the Escalations Specialist here at Ubisoft Support. I understand how frustrating this has been and I sincerely apologize for any stress it has caused. 
  

  After working closely with our E-Commerce specialist, we found that your payment was refunded via PayPal on October 25, 2021. The fees associated with this refund were also returned.
  

  If you purchased this with a card through PayPal, you will need to check with your Bank or your payment card company regarding these funds.
  

   

  Best Regards,
  

  Ariadne
  Ubisoft Support

  Customer response

  03/23/2022

   
  Complaint: 16893130
  
  I am rejecting this response because: yesterday 3/22/2022 I contacted both My credit card Discover, and paypal regarding any refunds issued on October 25th and found no such transactions ever occurred, attached is a screenshot of all of my transactions from Ubisoft over the last few years, and all the transactions for the date range that the purchase was supposedly refunded from my Paypal account (which if it was actually refunded would have a green addition transaction on that date). Thus I am still seeking my money either refunded, or I will be taking this issue ** in small claims court. 
  
  Sincerely,
  
  ***********************

  Business response

  04/01/2022

  Hello again!
  
  Thank you so much for getting back to us regarding this case. This was a chargeback case, this means that the refund is handled by your bank or card processor. As the chargeback was made outside of PayPal, we have no further visibility on this issue and you will need to work with either your bank or card processor (whichever one the chargeback was sent through). The chargeback case can only be seen in the ******************* the reference number for this case is PP-D-129801753. 
  
  I understand how frustrating this case has been and I sincerely apologize. If there is any further information I can get for you, please don't hesitate to ask.
  
  Best Regards,

  Ariadne
  Ubisoft Support

  Customer response

  04/05/2022

  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

  03/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A few months ago, I bought Far Cry 3, a ubisoft product, though the Steam digital strore. I recently started playing the game. When I first attempted to play the game I dismayed to discover that I was being forced to sign up for online account for a single player game. There is absolutely no justifiable reason to require this, and sign of bad faith on the company in question. Apparently this is a poor attempt at digital rights management, however, digital rights management has existed long before the advent of the internet, and are already provided through the steam digital store. I begrudgingly signed up for an account for a product I already own. The next day I attempted to play my game again, only to discover that that the authentication server was down. I now own a copy of game I cannot play, because of there poor implementation of DRM. I tried again later to find that my account had been suspended, despite only playing a legal copy of a game I have only eve played the single player version of for a grand total of three hours. I did not use any cheats or hacks or anything, not mention it is a single player game, not a multiplayer game, so they have no justifiable reason to care, even if I had.

  Business response

  03/07/2022

  Hello!

  My name is Ariadne and Im the Escalations Specialist here at Ubisoft Support. I understand how frustrating this has been and I sincerely apologize for any stress it has caused. 

  There have been some recent technical issues regarding servers, but our teams have been working around the clock to make sure it is fixed as soon as possible. Both Far Cry 3 and our login systems should be running as normal now.

  After looking into your account, I do not see any sanctions or bans. Could you please take a screenshot of what occurs when you attempt to log in and play Far Cry 3? This will help with our investigation into what you may be experiencing.
  
  Again, I sincerely apologize for any frustration it has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask.
  

  Best Regards,
  
  Ariadne
  Ubisoft Support

  Customer response

  03/09/2022

  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,
  
  *********************************

*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. ↩