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
08/19/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
**** is refusing to provide tech support for their service. I have a corrupted library that makes it so I can't access access all of my games. My tech support case number is ********. This is a known issue other gamers have experienced.
Business response
08/20/2024
Re: BBB Case Number: 22163349
Consumer: ***************************
Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 22163349

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
Customer response
08/21/2024
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 so long as they follow through on their promise.

Sincerely,

***************************
Initial Complaint
08/19/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Accidentally purchased but instantly removed and refused refund, kids do make mistakes and they expect everyone to be perfect and never make mistakes and if you do they have an oh well policy and just have to live with it
Business response
08/19/2024
Re: BBB Case Number 22160338
Consumer: *******************
Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 22160338
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
08/19/2024
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
08/18/2024
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.
Sunday August 18th Made a purchase on the PlayStation Store for $42.99, but did not receive the entirety of the in game currency, but not before purchasing one item in game with the currency before realizing the issue. Ironically enough the item I purchased with the currency did not include the guaranteed content. I then proceeded to contact the developer who kept on referring me back to **** and sending me around in circles. I also have 2 PS Vita consoles which have been rendered useless because I am unable to sign in to them after many attempts and speaking to **** at great length, all suggestions have been tried to no avail. As far as I am concerned **** should make me whole for the consoles, games and content I am no longer able to use after a recent update in the past year or two that makes me unable to sign in anymore to my PS Vita consoles. The customer suppprt has left something to be desired of late, I thought **** customer support for ******************** was much better when I first got my PS1, ********* and has gone down hill since unfortunately.
Business response
08/19/2024
Re: BBB Case Number 22161357
Consumer: *******************
Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 22161357
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
08/20/2024

Complaint: 22161357

I am rejecting this response because **** refuses to accept any accountability or to make any of their game developers have any accountability. It is fairly simple if someone doesn't get the entirety of what they paid for then you must make the customer whole by giving them the entirety of what they paid for or refunding them. Further you have brushed aside and failed to address the issue with my PS Vita. **** formerly provided acceptable customer service, but anymore you seem to only be capable of providing very poor customer service and are just concerned with how you can make more money.

Sincerely,

*******************
Business response
08/20/2024
Re: BBB Case Number 22161357
Consumer: *******************
Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 22161357
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
08/20/2024

Complaint: 22161357

I am rejecting this response because: **** called me and after I informed them of the issue, they still keep on sending me in circles in perpetuity and simply stated that they were going to hang up on me and not do anything to rectify the issue. Extremely poor customer service and absolutely no accountability whatsoever. I simply want the refund I am rightfully due for goods paid for but not received.

Sincerely,

*******************
Initial Complaint
08/14/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
- I have used a PlayStation online subscription on and off for the past several years - I had set my account previously to not auto renew - A year ago I signed up for a new year of membership to PlayStation Plus Extra: 12 Month Subscription, it appears the company has a policy to set for auto renew any time you purchase a new subscription - A few days ago I got an email that my subscription was auto renewed, which I did not want and was charged $134.99 with a purchase date of 8/13/2024 per the email - I reached out twice to the help chat and was in informed that although their policy allows 14 days from purchase for a refund, because this is a renewal and not a new purchase it was been a year since I purchased and as such not eligible for a refund - I am not stuck with an additional year subscription with no option for refund. Bottom line is they set my account to auto renew my subscription without my input, charged me and, after I noticed, are now refusing to refund me by stating that it is not a new purchase and as such not eligible for their 14 day refund policy even though the receipt shows a purchase date of 8/13/2024. These actions seem predatory and anti consumer as who knows how much money they take from people not noticing they are forced into auto renewal and then having no recourse for refund. Note that I have heard stories of them cancelling people's accounts and them losing all their pre-purchased games so I would ask for discretion and support if that were to occur. I have attached my receipt from the auto renewal, chat transcripts, and conclusion from them looking my case.
Business response
08/15/2024
Re: BBB Case Number 22145174
Consumer: ***************************
Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 22145174
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
08/15/2024
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
08/14/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Playstation refuses to send me a shipping label to return my second headset that has broke. I was given the first headset as a birthday gift. in March. In may that headset broke as it shows in the pictures. I paid for the shipping to return that headset back to playstation. They sent me the second headset as a replacement. Less than 2 months after getting the second headset it breaks in the same spot of the 1st on as shown in the pictures. I called them on 8/13 and the *************** up me when I asked to speak to his supervisor. As I told him I should have to pay for shipping on the second headset. I called back today 8/14, went through the whole process of returning the headset. I let the person know it is not right for me to have to pay shipping on the second headset. I asked to speak to his supervisor in which he got me one. I explained to that supervisor the same issue and about the shipping. Was told basically to bad you either pay it or don't get issue fixed, and was hung up on for the 2nd time. My wife spent $149 for a headset for my birthday that has broke that was replaced once and now has broke in the same spot. Playstation refused to send a shipping label to return. I would like a refund or a shipping label to send the broken one back to them and a 2nd replacement sent back.
Business response
08/16/2024
Re: BBB Case Number 22143152
Consumer: *****************************
Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 22143152
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
08/21/2024
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
08/13/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My playstation account has been compromised by the ID of (Anger) i would like to get access to my account, i have all my information that has been linked by my card (*********) first and last 4 digiots that was linked onto my account for more proof i own the account.
Business response
08/13/2024
Re: BBB Case Number: ********
Consumer: Michael B******
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
08/13/2024

Complaint: ********

I am rejecting this response because: I have made a chat support ticket and they told me they can’t help me.

Sincerely,

Michael B******
Initial Complaint
08/13/2024
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.
I have had my email compromised which compromised my PlayStation account and when contacting PlayStation support they refuse to help me every single time and there is multiple attempts. They just kept saying they could not help me and they wouldn't give me any any further instruction on how to deal with my problem. I felt I was the criminal. They also refused to give me any instructions on how to deal with fraud.
Business response
08/13/2024
Re: BBB Case Number ********
Consumer: Deven C******
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
08/13/2024
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.
Auto renewal for subscription was turned back on without my permission. I tried to reach out twice to support for refund amount of $160 after a day of the subscription renewal and was refused after explaining it was a mistake and I can’t afford the charge. Did not use the service at all.
Business response
08/13/2024
Re: BBB Case Number ********
Consumer: Edward L**
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
08/12/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello first of all my name is *********************** as a content creator and am very frustrated with this situation with **** PlayStation and my account. I received a message on August 10th in my email was changed without authorization, I had passkeys activated so from my end nobody could enter the account. As the email stated i went to ****'s customer service and all they said because of security reason they could not help my account. That account has over 300 games and hundreds of thousands of dollars since it was the account I used for reviews and content. They are not giving me any solution or answer on why this happened to me. I just need my account back and they are not willing to put in the work.
Business response
08/13/2024
Re: BBB Case Number 22132172
Consumer: ***********************
Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 22132172
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
08/13/2024
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
08/12/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
**** states that a refund can occur within 14 days of a purchase, but in the fine print that excludes renewal purchases by subscription. If your child no longer plays or you forget to turn off "auto renew" you are stuck even if you call the same day you were charged. They give no "pre-warning" that your "subscription is about to renew and you will be charged "x" " etc. Total scam and there needs to be better consumer protection about this. This is rampant all over the Internet with 1000s of unsatisfied PS users, there really needs to be a class action for **** to change this scammy practice!
Business response
08/12/2024
Re: BBB Case Number 22129285
Consumer: *********************
Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 22129285
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
08/14/2024
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, as long as they satisfy their statement(attached) and a refund is processed as stated

Sincerely,

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

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ComplaintsforSony Interactive Entertainment, LLC

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