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Business Profile

Computer Hardware

Sony Interactive Entertainment, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Hardware.

Important information

Complaints

Customer Complaints Summary

  • 6,337 total complaints in the last 3 years.
  • 1,762 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/23/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My brother has a PlayStation ID: ************** The email address that was attached to it was *********************** He is unable to login into the PlayStation Network because his account was suspended for some reason, not sure why. My brother has no access to the old email attached to the account so he can't get the password reset. PlayStation wanted us to give them the serial number on the ORIGINAL ********************** used when signed up. I no longer have that system because it died over a long time ago, probably 10+ years ago if I was to guess. They then asked for credit card details. I have explained he only used ****** and his bank account is linked to it, not a card. They stated that they couldn't verify the ****** details because the details are not in the system for ****, they only see THEIR confirmation number which was emailed to the email my brother no longer has access to, so it can't be confirmed. I offered to provide an ID and copy of transaction showing the recent charge from ******, but they stated they could not help that way. I then asked for a manager and was placed on hold, to then be disconnected on when the agent returned. For a total of 7 going on 8 hours I tried to call to get this resolved and the last 2 hours I tried to get a supervisor which everyone told me that they were on the floor. I then asked to speak to any manager, and was told they can only transfer to their manager. I asked when will their manager be back but they would not answer then just disconnected me. I tried to call back 5 other times in that last 2 hours and no one would get me a manager, then would just disconnect me after waiting for a manager 5 times. My brother wants access to his account OR a refund for the subscription that was renewed for $86.87. We did try to dispute with ******, but lost because we have previous payments to ****** to ****. He would like to update the email to his new email address: ********************* if that is possible.

    Business Response

    Date: 04/24/2025

    Re: BBB Case Number 23242676
    Consumer: ******* ******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23242676
    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 Answer

    Date: 04/24/2025

    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

    Date:04/22/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I received an unexpected charge to my PlayStation account due to the aggressive auto-renewal system they have in place for their online subscription, PS Plus. For context, I buy their 12-month PS Plus subscription cards through retail stores instead of online, as I get extra amenities and activate the code on my account to receive the subscription. In 2022, when I bought it, it activated auto-renewal without my knowledge and charged me in 2023. **** worked with me to resolve this issue and gave me the refund AND turned off auto-renewal for the future, and I went on with my day. In 2024, I bought another card to activate the same 12-month PS Plus subscription, and lo and behold, 12 months later, I received another auto-renewal charge. I was upset since I turned off this setting last time, but figured it was another issue that could be resolved easily, as I decided to contact support just a few hours before receiving the email that I was charged but this time I was met with unhelpful agents both on live chat and phone. They kept referring to their "cancellation policy" but they did not help me understand which part they were referring to nor explain why auto renewal works the way that it does. In my opinion, they do not honor their refund policy of digital downloads and have aggressive subscription tactics, nor do they train their agents enough to be compassionate and understanding, but I understand for the latter that I might just be unlucky. In any case, I hope this situation of mine could be resolved through you guys, or at least help **** improve in these areas. PlayStation Email : ******************** PlayStation ID : ************ Thank you, and please don't hesitate to contact me for anything at all.

    Business Response

    Date: 04/23/2025

    Re: BBB Case Number: 23238514

    Consumer: ******** ***** Mohd Redzor

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23238514

    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 Answer

    Date: 04/23/2025

    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,

    ******** ***** Mohd Redzor

  • Initial Complaint

    Date:04/21/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Playstation fraudently charged me $79.99 and due to their ineffective customer support I am unable to find out how or why they charged me this amount. I made no purchases and did not opt into any subscriptions. I want a refund and I want them to make their refund process more accessible.

    Business Response

    Date: 04/22/2025

    Re: BBB Case Number 23232241
    Consumer: **** *******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23232241
    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 Answer

    Date: 04/22/2025

    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

    Date:04/20/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    So my PlayStation account was hacked on the date of 4/16/2025 I called play station support and talked to an agent who helped me get my account back and change the password. The following day of 4/17/2025 I got a email saying my PlayStations email had been changed and when I contacted support this time they told me they couldnt help me due to security reasons. I have more information to proof that Im the owner of the account and they just wouldnt hear me out I gave the agent and case number that I was given and he stills didnt want to help me. The account was hacked by someone in ******** and I have all the information to proof this I just want a PlayStation worker to actually help me solve this problem and get my account back and not just tell me they cant help me due to security factors a hacker put on my account. I have the case number also for the original case. Also have dates and original email address for the account.

    Business Response

    Date: 04/21/2025

    Re: BBB Case Number:23228095

    Consumer: *********** ******

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number:23228095

    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 Answer

    Date: 04/22/2025

    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

    Date:04/19/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 4/18/2024 a transaction occurred in the form of an auto-renewal for the amount of $85.79. It is listed in ****'s Subscription Cancellation Policy that all forms of digital subscription-based purchases are eligible for refunds within 14 days of the transaction date. I contacted **** Support immediately the following day when I noticed the charge, and was told that because of auto-renewal the purchase not eligible for refund, despite their own policy stating that it is eligible within 14 days of the transaction. I attempted to have the situation resolved with two different customer service representatives and received no resolution or refund.

    Business Response

    Date: 04/21/2025

    Re: BBB Case Number:23226980

    Consumer: ******* *******

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number:23226980

    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 Answer

    Date: 04/22/2025

    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

    Date:04/18/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Email ********************* or ******************* If its ********************* I do not even have access to it. I have been charged for the past 10 years and I barely use this membership. I need to be refunded.

    Business Response

    Date: 04/21/2025

    Re: BBB Case Number: 23223505

    Consumer: **** ********


    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number:23223505

    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 Answer

    Date: 04/22/2025

     
    Complaint: 23223505

    I am rejecting this response because:

     

    I did not receive any contact? What is the resolution 

    Sincerely,

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

    Business Response

    Date: 04/23/2025

    Re: BBB Case Number: 23223505

    Consumer: **** ********

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23223505

    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 Answer

    Date: 04/23/2025

     
    Complaint: 23223505

    I am rejecting this response because:

    What you are doing violates the *** policies on subscription law. You could not tell explain the gap in ******************** 2024.

     

    you did not have my implied consent for the past few years for the subscriptions.

     

    i appreciate the 2 refunds, but it should have been more. Maybe 1 free year given or something 
    Sincerely,

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

  • Initial Complaint

    Date:04/18/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Bought a digital game and it runs horribly! Couldnt even get through the intro without horrible stuttering and lag. I requested a refund and an agent said they would escalate the issues but I have yet to hear from anyone. No way to contact them and except through a chat bot that takes forever to connect and then will randomly disconnect you while you wait.

    Business Response

    Date: 04/18/2025

    Re: BBB Case Number: 23222148

    Consumer: ******* Close

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number:23222148

    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 Answer

    Date: 04/20/2025

    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,

    ******* Close

  • Initial Complaint

    Date:04/18/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My playstation account was permanently suspended because of a random person getting into my account without my permission and sending himself cuss words and leading to my playstation account getting permanently suspended and i get bullied for it every and i dont feel safe no more and i need your help to get my playstation account un suspended please my username is IIlIIlIIZ and thank you for accepting my request.

    Business Response

    Date: 04/18/2025

    Re: BBB Case Number 23221267
    Consumer: NAME
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23221267
    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

  • Initial Complaint

    Date:04/18/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My PlayStation account was hacked and Im so scared for my life when I try to get my account back I always get a due to security reasons we cant help you and i dont feel safe and I think that the person that hacked my account will keep doing it can you please help me recover my account back itll make my whole day better thank you very much for accepting my request. my username is wowzres.

    Business Response

    Date: 04/18/2025

    Re: BBB Case Number: 23221248

    Consumer: wya arab

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number:23221248

    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

  • Initial Complaint

    Date:04/18/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On April 14th, 2025, my PlayStation account was hacked. I was logged out of the PlayStation network while I was in a game and noticed my settings were being changed by three accounts that got added to my friends and family. I never had any other accounts other than my own (EnemyProdigy).I immediately contacted PlayStations online support, they changed my email and all seemed fine. The next day, while at work, I got an email that my account had unauthorized purchase from the night before so I requested those be refunded. I then got an email I had been locked out of my account. I attempted to contact PlayStation support again requesting access. They abruptly ended the online chat due to security reasons, despite me being able to verify my credit cards and email/ password. I attempted to call customer service, where I was hung up on two times and was refused any help a third time. I have spent a lot of money and time on this account, and the fact that they will not give me access to my account is asinine. It is shocking and extremely disappointing that they would treat a customer that has been with them for years in such a manner. The fact that they hang up after I waited in que for a long time was extremely aggravating and discouraging. All I want is my account back that I have dedicated a great deal of time and money to, and they will not help me at all. It is like talking to a brick wall. I am tired of getting automatically hung up on, and getting no agent to maintain a conversation with me to help me.I **** like I have wasted so much money and time now and they cant even bother to make it right.

    Business Response

    Date: 04/18/2025

    Re: BBB Case Number 23221137
    Consumer: ***** *******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23221137
    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

Sony Interactive Entertainment, LLC is NOT a BBB Accredited Business.

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