ComplaintsforSony Interactive Entertainment, LLC

Computer Hardware

Additional Complaint Information

Customer Complaint:

BBB’s business profile for Sony Interactive Entertainment was created in November 1997. A review of Sony Interactive Entertainment complaints was completed in June 2024. Complaints on file state issues with consumers’ account being closed.

For information related to refunds and code of conduct, BBB encourages consumers to review the Sony Interactive Entertainment Terms of Service on the link below:

https://www.playstation.com/legal/cancellation-policy
https://www.playstation.com/en-us/legal/psn-terms-of-service/
https://www.playstation.com/en-us/legal/website-terms-of-use/

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Initial Complaint
07/13/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On evening of July 11, 2024, I received a notification email that the Sign-in Id ********************* on my PlayStation account was changed, and received a text message that 2-Step Authentication was deactivated. I had done neither of these actions, which meant my account had been hacked. This all occurred at exactly 10 PM EST, when the PlayStation Network Support was closed for the day, so I contacted them at 11 am on July 12, 2024 to recover my account. I spoke to two agents through the online support chat and to one agent on the phone, and was told that due to suspicious activity on my account, they could not help me recover my account or make changes on the account. I then spoke with a supervisor who told me the same thing, and the only option I had was to create a new account. However, if I create a new account I was told by the supervisor that they could not transfer the digital games that I purchased to the new account. This is completely unacceptable. I am not against creating a new account, because my account has been hacked seven times in the past year, with four of those hacks in the last three months. However, I want the games that I purchased and my PlayStation Plus Premier subscription transferred to the new account. I have attached a copy of the email notifying me of the sign-in id change and screen shot of the text message I received informing of 2-step authentication being turned off. I am disappointed that it has come to me filing a BBB complaint, but PlayStation Network Support has provided me no other option. I hope we can rectify this quickly.
Business response
07/15/2024
Re: BBB Case Number 21983701
Consumer: *********************
Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 21983701
SIE, LLC contacted the consumer, and a mutual resolution was achieved regarding their concerns.
SIE, LLC considers this matter closed.
Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved.
SIE Consumer Services
Sony Interactive Entertainment, LLC
Customer response
07/15/2024
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
07/12/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I Got Hacked on Playstation and The Person Who Hacked Me Texted People Inappropriate Things and Got Me Permanently Banned
Business response
07/16/2024
Re: BBB Case 21978559
Consumer: ***********************************

Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number:

SIE, LLC appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests. We regret that we were not able to do so in this instance.

SIE, LLC considers this matter closed.

Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved.

SIE Consumer Services
Sony Interactive Entertainment, LLC
Customer response
07/17/2024
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
07/11/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My PlayStation Account Was Compromised(KeepReligion), I Contacted PlayStation support time and time again through both live chat and by phone as well, it ends in the same result every time.The Chat is ended, and the problem isnt resolved. The account that was taken from me has been my account for years. Ive never given anyone my information to play on my account. But for some reason was taken. The person that is on my account is also sending messages. The main reason I need my account back is because I am a streamer who streams using My PlayStation and this account and use all of the income,I get from streaming to help with college,but I cannot do this without my account. The username is ******************** is *************************** Thank You
Business response
07/12/2024
Re: BBB Case 21973127
Consumer: *********************

Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number:

SIE, LLC appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests. We regret that we were not able to do so in this instance.

SIE, LLC considers this matter closed.

Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved.

SIE Consumer Services
Sony Interactive Entertainment, LLC
Customer response
07/14/2024
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.
I **** You Guys Can Unban My Account So I Can Keep Making More Income
Sincerely,

*********************
Initial Complaint
07/11/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My PlayStation Account Was Compromised(KeepAutos), I Contacted PlayStation support time and time again through both live chat and by phone as well, it ends in the same result every time.The Chat is ended, and the problem isnt resolved. The account that was taken from me has been my account for years. Ive never given anyone my information to play on my account. But for some reason was taken. The person that is on my account is also sending messages. The main reason I need my account back is because I am a streamer who streams using My PlayStation and this account and use all of the income,I get from streaming to help with college,but I cannot do this without my account. The username is ***************** is ************************ Thank You.
Business response
07/12/2024
Re: BBB Case 21973123
Consumer: *********************

Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number:

SIE, LLC appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests. We regret that we were not able to do so in this instance.

SIE, LLC considers this matter closed.

Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved.

SIE Consumer Services
Sony Interactive Entertainment, LLC
Customer response
07/14/2024
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.
I **** You Guys Can Unban My Account
Sincerely,

*********************
Initial Complaint
07/10/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I bought 3 packs of in game currency for a game called first descendant. 1 went through and two went into the abyss. So I tried to contacting the company itself they are giving me the run around. And when I call **** I get redirected to the online automated help that locked me out for a day when we disconnected
Business response
07/12/2024
Re: BBB Case Number: 21967731
Consumer: *****************************

Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number:As this consumer has not contacted customer support, they were referred to our chat support for further assistance.

Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved.

SIE Consumer Services
Sony Interactive Entertainment, LLC
Customer response
07/13/2024
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
07/09/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Playstation support refused to assist with a password reset for my PlayStation account which has thousands of dollars worth of games tied to it and will only tell me to create a new account, which would result in losing access to all of my previous purchases.My account has an incorrect t date of birth on it so I cannot reset the password myself, though I can provide any other account information, such as transaction in for the monthly charge that they still charge me, if they would allow me to provide it. These details are listed on their site as info that would be needed for a password recovery in a situation like mine.I have gone through chat and phone support and requested to speak with a supervisor for more info, that request was denied by the support agents.
Business response
07/12/2024
Re: BBB Case 21962807
Consumer: *****************

Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number:

SIE, LLC contacted the consumer, and a mutual resolution was achieved regarding their concerns.

SIE, LLC considers this matter closed.

Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved.

SIE Consumer Services
Sony Interactive Entertainment, LLC
Customer response
07/13/2024
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
07/08/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Dear **** PlayStation Customer Support, I am writing to express my frustration and seek urgent assistance regarding my PlayStation console and account issues. My ********************** console was recently sent for repair due to an inability to play games, with frequent freezing and crashing.I commend the repair team for the prompt return of the console, which was either refurbished or replaced within seven days. However, upon receiving the console on June 29, 2024, I have been unable to log into my PlayStation Network (PSN) account. The error message indicates that the system is suspended or permanently suspended. I was informed by support that this suspension was for security purposes to ensure the console was received by the correct user. I was initially instructed to wait 48 hours. I complied with this directive, but after ***********************************Subsequent calls to support resulted in further instructions to wait an additional 48 business hours. Despite these repeated assurances and waiting for the required time periods, I still cannot access my account as of today, July 5,2024. During my last call, after waiting the prescribed 48 business hours multiple times, I requested to speak with a supervisor. Instead, I received an escalation number (********) and was again told to wait another 48 hours.Unfortunately, my most recent call ended abruptly when the agent hung up after I requested to speak with a manager. I am now left with a console that is not my original one and an inaccessible PSN account. This situation has caused significant distress, particularly as I rely on my PlayStation for managing my PTSD symptoms. Gaming is a critical part of my daily routine, providing a necessary distraction and coping mechanism. I urgently request your immediate intervention to resolve this matter. I need access to my PSN account and confirmation that my console is fully functional without further delays. I look forward to your prompt resolution of this issue.
Business response
07/09/2024
Re: BBB Case 21959979
Consumer: *********************************

Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number:

SIE, LLC contacted the consumer, and a mutual resolution was achieved regarding their concerns.

SIE, LLC considers this matter closed.

Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved.

SIE Consumer Services
Sony Interactive Entertainment, LLC
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,

*********************************
Initial Complaint
07/08/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
PlayStation online had a game that i did not read the fine print. It states you have to have a Subscription to play this game. Yet, I pay the amount of $65.84 to play it in my house without having a subscription. I downloaded the game thinking that it would work out of the gate, and it tells me I have to have an online subscription to play a game I paid for. Now its extra. I called to ask for a refund, but under their terms if I downloaded the game, I won't receive a refund. I told them that's odd because I can't play it without their subscription. I asked if I could be credited and still no. These rules that they do ***** them to take money that isn't theirs. People sometimes don't have this to through around. Myself included.
Business response
07/09/2024
Re: BBB Case 21959851
Consumer: *************************

Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number:

SIE, LLC contacted the consumer, and a mutual resolution was achieved regarding their concerns.

SIE, LLC considers this matter closed.

Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved.

SIE Consumer Services
Sony Interactive Entertainment, LLC
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
07/08/2024
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.
**** refuses to refund for a game that is well within their stated refund policy. Customer support has been no help whatsoever and has not listened and been outright rude to me, refusing to let me escalate my case. Hopefully this review can help as it has been a very frustrating experience dealing with this business. 1 star
Business response
07/09/2024
Re: BBB Case 21959361
Consumer: ***************************

Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number:

SIE, LLC contacted the consumer, and a mutual resolution was achieved regarding their concerns.

SIE, LLC considers this matter closed.

Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved.

SIE Consumer Services
Sony Interactive Entertainment, LLC
Initial Complaint
07/08/2024
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.
This is not a business related complaint but I had my PlayStation account compromised and stolen from me. The email address associated was changed. I got into contact with **** customer service about this issue and they basically told me to s**** off. They wouldnt even answer my questions about why they can not recover it. So Im hoping you guys will be able to help me, if not I understand.
Business response
07/09/2024
Re: BBB Case Number: 21957223
Consumer: *****************************

Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number:

This office has been in contact with the customer and while this may not happen in all instances, we anticipate reaching a satisfactory resolution regarding their concerns. SIE, LLC has invited them to contact us directly while we continue to support their issue.

Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved.

SIE Consumer Services
Sony Interactive Entertainment, LLC

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