We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:07/03/2023

    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.
    My PlayStation account that is worth more over ***** dollars has been suspended. I can't even play games I bought with my own money games that are well worth over 70 Dollars this is in insane to me. Never once have I been suspended, but all it's takes is one person to set you up and your suspended PlayStation investigation team needs to be investigated how can you suspend a person without looking at both sides of a story. I honestly feel depressed and hopeless. I tried contacting PlayStation, I even tried using playstation support and they all said that they can't do nothing about it and it's final.

    Business Response

    Date: 07/10/2023

    Date:  July 10, 2023 
    Re: Case Number: 20215853
    Consumer: *********************

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number 20215853

    This consumer has not yet reached out to support to request assistance for an Appeal Suspension. 

    SIE, LLC Emailed the consumer a referral 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 Answer

    Date: 07/14/2023

     
    Complaint: 20215853

    I am rejecting this response because: I got my account back and you guys said you were gonna email me  in 48hrs after and never did. 
    If my account was permanently banned then I would've pressed the issue. PlayStation is not helping the PlayStation community by banning or suspending people all there doing is showing they have the higher power to take someone else account even when money is involved. Showing they have  dictatorship, somewhat a form of controlling and bullying in many ways to imagine but have a good day.
    Sincerely,

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

    Business Response

    Date: 07/17/2023

    Date: July 17, 2023
    Re: Case No. ********
    Consumer: *********************

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-reference Better Business Bureau case #********

    SIE, LLC reviewed the request and provided the consumer with a resolution. 

    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:07/03/2023

    Type:Customer Service 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 was recently given a permanent Suspension for Voice Chat that was recorded in a party. My Online Id is SecurinK & the Sign in Id is *************************** I was in a private party with friends of mine when the recording of a conversation we had was taken. We were then all each given a suspension. I believe the suspension is wrong and should not be have been given. The conversation we were having was not meant to do any harm or target anyone. I am asking for the to be resolved because I use my playstation account to stream as an source of income. I have been a loyal playstation member for years and would like to continue being that. With that being said If my suspension could be lifted or shorted I would greatly appreciate it. Thank you!

    Business Response

    Date: 07/04/2023

    Date: July 4, 2023
    Re: Case No. ********
    Consumer: Tyshd ********

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-reference Better Business Bureau case #********

    SIE, LLC received the request and confirmed that the suspension was valid and will need to be served.

    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: 07/05/2023

    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,

    Tyshd ********

  • Initial Complaint

    Date:07/03/2023

    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.
    Greetings SIE, I have filed a complaint against your company because of a permanent suspension that I believe was false. I have gotten falsely reported 3 times in the past 6 months in party chats for the reason being Hate Speech. I have been a consumer of the PlayStation products since 2013 and had my PSN since then. I have been a generous and helpful user of the network and havent caused any commotion between another user in 3 years. My profile has always been looked at as an example of a great and respected player of the network. It has came to an point where I have been in parties muted or quiet, or with the intentions of becoming friendly and respective due to the strictness and use of words In a party. I have never been the type of player to initiate arguments or to stir up any issue that would place me in an bad position. I have never used words that were considered as racist, Homophobic or biased against others religion. The reports have been obscure and unjust and its been based around false accusations from users. The last suspension which ended me with an ************************************************************************************************************************************************ hateful language has been spoken from my mouth and the user was using the report system incorrectly. The new Report system has been recently implemented by SIE due to an incident in 2020. I understand the Terms of service and always abided by them. The suspension hasnt always been looked after by an moderator. An automated system has been removing users from parties and has resulted in suspensions that cant be lifted. I appealed once after my breach of conduct and it was denied 30 minutes after. I called an agent and they made a escalation case and it was still denied. They told me the automated system still needs fixing. If I have truly said anything malicious or hateful I sincerely apologize and will abide by Terms of Service rules in the future.

    Business Response

    Date: 07/04/2023

    Date: July 4, 2023 
    Re:Case Number: 20267494
    Consumer: *****************************

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number 20267494. 

     SIE has received the information and is currently working on a resolution for the consumer. 

    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: 07/06/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory with me but I would still liked to be contacted by the business.

    Sincerely,

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

  • Initial Complaint

    Date:07/02/2023

    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.
    hello I am contacting today because, I have been permanently banned on PlayStation from some random reason I have contacted many times but no help, I believe it is an exploit that is getting my account banned. Since I have not done anything wrong and have been a loyal costumer for years and spending money on games and addons on my account

    Business Response

    Date: 07/04/2023

    Date: July 4, 2023 
    Re:Case Number: 20267454 
    Consumer: *****************

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number [ATLAS Source ID]. 

     SIE has received the information and is currently working on a resolution for the consumer. 

    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:07/02/2023

    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.
    around 100 **** ******************************* ********************* About 2-3 months ago , a hacker got into my account and "abused" the playstation support system to somehow lock me out of my account. He then went on to report messages he sent himself from my account to his account that intentionally violated the playstation terms of service, to permanently ban me. I have proof of screen shots and the messages he sent on playstation on my account swell as messages with the hacker via direct messages. I love playstation and am very disappointed with playstations weak support system seeing as how easily manipulated they are by hackers trying to impersonate somebody. There needs to be a more secure way for playstation to verify a users ownership of the account is there anything you guys can please do to help?

    Business Response

    Date: 07/06/2023

    Date: July 6, 2023
    Re: Case No. ********
    Consumer: *********************

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-reference Better Business Bureau case #********

    SIE, LLC received the request and confirmed that the suspension was valid and will need to be served.

    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:07/02/2023

    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.
    I was banned for 60 days. I was playing *** 2k22 on Sunday June 11th and I got randomly signed out. I thought it was a glitch so I logged back in and it says I was banned and to check my email and when I went to check my email I didnt receive anything. My playstation account name ********** its a capital i. I had my account for over 5 years and Im a loyal PlayStation customer. Please I would love to gain access to my account again. I stream on twitch to support my fans and family without my account I cant do this please help.

    Business Response

    Date: 07/04/2023

    Date:  July 4, 2023

    Re: Case No. ******** 

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

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-reference Better Business Bureau case# ******** 

    SIE,LLC received the request and confirmed that the suspension was valid and will need to be served.

    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:07/02/2023

    Type:Order 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 05/31/2023 I contacted PlayStation regarding the suspension of my Playstation account due to chargebacks. When I received my credit card statement from ********** there were charges from PlayStation in the amount of $42.78 that I did not recognize I reported them as being fradulent charges. However, after reviewing my PlayStation account I realized that the purchases had been made by my son and the charges were inded valid. I immediately called ********** and informed them of my mistake and asked them to reinstate those charges back to my account. I was advised by a CSR from ********** that the charges would be reinstated and they would send the merchant (PlayStation) the $42.78 that was owed to them for the chargebacks. Once PlayStation received notification that I had reported the charges as fradulent, they immediately suspended my account. I contacted ********************** to inform them of my mistake and let them know that ********** would be sending them the chargeback payment. I was told that I needed to send in documentation from ********** as proof that they had sent the payment of $42.78 back to PlayStation and I was given a case number ********. On 06/12/2023 I emailed the required documents to PlayStation and was informed that my case would be reviewed and a team member would contact me within ******************************************** email from PlayStation within the time frame I was promised. On 06/16/20232 I contacted Playstation and was given a new case number ********. I have made SEVERAL calls regarding my case however, It is clear that Playstation is not working to resolve this issue given the significant time that has passed. I have sent documents as requested to show proof that payment was made in full to PlayStation. I am requesting that PlayStation recognize this payment and unsuspend my account immediately. I would also like to be refunded for my Playstation Plus membership that I have been unable to use. Please see all attached documents.

    Business Response

    Date: 07/04/2023

    Date: July 4, 2023
    Re: Case Number:  20265335
    Consumer:  *************************

    Thank you for contacting Sony Interactive Entertainment,LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number 20265335. 

    SIE, LLC contacted the consumer and provided a resolution. 

    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:07/01/2023

    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.
    On 6/13/23, My Playstation Network account was hacked. While the hacker had control of my account, they changed the password and email for logging in. It took me 4 hours to recover my account due to ********************'s sloppy support system. It gave the hacker a chance to buy a $75 game using my card. I disputed this charge with Discover, and they sent me a new card. On 6/18/23, Playstation Network suspended my account, saying I had to pay for the game bought by the hacker. I submitted a request to refund and remove the game bought by the hacker through their system on 6/20/23. On 6/22/23, Playstation responded to my claim saying "Following our investigations, we are not aware of any lawful reason (such as fraud or account take-over) for the chargeback. As a result, your account will remain suspended until the debt is repaid." They only let you pay in gift cards, so I effectively had to buy $100 in gift cards to pay a $75.06 balance for a game I didn't authorize the purchase of. On 6/25/23, I tried to contact support before paying the debt. They told me the refund was impossible because I was outside of the 14-days of the original purchase. I tried to explain that it was unauthorized multiple times, but the worker abruptly ended the chat. It takes forever to get a live person by the way, because they are always claiming to have to many complaints at once, both on phone and their glitchy chatbot. So I was exhausted after weeks of fighting **** over this, and I paid the debt on 6/25/23. I learned about talking to BBB afterwards, and want to get my money back from Playstation. I shouldn't be held liable for a purchase from a hacker, especially when I haven't even downloaded or used the product.

    Business Response

    Date: 07/06/2023

    Date: July 6, 2023
    Re: Case Number: 20264374
    Consumer: Logan *******

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number 20264374. 

    SIE, LLC contacted the consumer and provided a refund.

    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:07/01/2023

    Type:Customer Service 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.
    So I was speaking to the manager about a complaint made of chargebacks that were made to my sons PlayStation account that he wouldnt be able to recover, so as we were talking, the manager made a smart remark saying that it was MY FAULT that my son was the one who shouldnt have talked to a stranger and given that hes only 12 years old he should know his way of who he talks to. That was SO disrespectful and as a manager thats not a way you talk to your customer. So Im reporting this business for their incompetence and demand that they activate my sons PlayStation account back because it was not his fault for the chargeback fees. I will not be paying for the chargeback fees at all.

    Business Response

    Date: 07/17/2023

    Date: July 17, 2023
    Re: Case Number: 20264033
    Consumer: *******************;

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number 20264033. 

    SIE, LLC contacted the consumer and successfully provided a resolution.

    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:07/01/2023

    Type:Customer Service 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.
    i was recently givin an permanently suspension for content uploaded my account name is sinfuiprayer & the email is ********************** so me and my friends was havin a conversation then we was chilling and they was like send a picture of u to see what u look like i was like okay and i sent a picture next thing you know i get permanently banned the picture wasnt sexual wasnt ment to target or harm anyone i am asking for the to be resolved because i use my playstation account to stream as an source of income i have been loyal playstation member for years and would like to continue bein that. with that **** said if my suspension lifted or shorted i would greatly appreciate it. Thank You

    Business Response

    Date: 07/04/2023

    Date: July 4, 2023
    Re: Case No.********
    Consumer: ***********************

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-reference Better Business Bureau case #********

    As this consumer has not contacted customer support, they were referred to our chat support for further assistance: 

    If you need assistance with your PlayStation console or PlayStation Network Account,please contact our chat support at ***************************************************;

    PlayStation Support Hours of ******************** PST): 
    Monday Sunday 8 AM 6 PM, PST. 

    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.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.