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
11/01/2021
Complaint Type:
Service or Repair 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.
Hello, I reached an agreement with Playstation a couple months ago regarding a previous concern/complaint. Soon after we spoke over the phone and agreed, my PlayStation account was "permanently disabled." This was not told to me during my time speaking with resolution support staff that contacted me. Feels quite deceiving. I am now receiving emails requesting more money again order to restore access, even after we settled. I have sent emails explaining the situation to PlayStation and receive only automated responses.
Business response
11/10/2021
November 10, 2021

Re: Case No. ********

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

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

I spoke to Tex and confirmed I refunded the disputed charge to reactivate his account.

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 llc
Initial Complaint
10/31/2021
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.
**** and I disagree about a refund they refuse to give me. As a result, they are denying me access to *ALL* of my previous purchases and essentially disabling the gaming consoles I purchased from them. They took money out of my account when told not to. When I contacted support I was told I would have to contact PayPal for a refund as they could not give me one. I did just that and just a few days later what was stated above happened. Now I am being told that the only way to get my account back is by sending them codes to **** money gift cards. Why am I being penalized for something I was told to do and why am I being asked to pay in gift cards? that is so shady.
Business response
11/10/2021
November 9, 2021

Re: Case No. ********

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

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

I spoke to ******** and agreed to refund the disputed purchase.

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

*******
Consumer Services
SIE LLC
Customer response
11/11/2021

Complaint: 16079550

I am rejecting this response because: It was not a refund you all gave me a credit to my PlayStation account that is not the same as a refund. I would rather have the money added back to either my PayPal or my original payment method but was not given that option so if you could please send ther refund back to one of them not my playstaion account. And all communication should be done through here for evidence a phone call will not work for me.

Sincerely,

*******************************
Business response
11/15/2021
November 15, 2021

Re: Case No. ********

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

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

Although SIE appreciates the feedback regarding SIE policies, their request is denied.

SIE appreciates the opportunity to address this matter.

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.

Consumer Services
Sony Interactive Entertainment, LLC

Customer response
11/19/2021

Complaint: 16079550

I am rejecting this response because:I was denied and it seems me and the company can not come to an agreement.

Sincerely,

*******************************
Initial Complaint
10/31/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
a follow-up to complaint #********. The company attempted to reach me via phone. Left me a number to call with an extension that immediately kicks to voice mail. I've left 7 messages with limited follow-up calls. The last three calls were unreturned. Appreciate a specific follow-up to my messages. I have received no feedback to my consumer compliant other than the generic 8/25 email not even personally addressed to me. Looks like a generic letter sent in response to consumer feedback. I simply appreciate a personal outreach to someone live. Can be via phone at a mutually agreeable time, or in writing if will issue a requested refund. Thanks.
Business response
11/10/2021
November 9, 2021

Re: Case No. ********

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

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

I spoke to *****, apologized for his support experience and agreed to credit his PSN account as a gesture of goodwill.

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

*******
Consumer Services
SIE LLC
Customer response
11/11/2021
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
10/30/2021
Complaint Type:
Service or Repair 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 could not find anything on their website that could help me. That is why I am doing this.I have 2 issues.1:I had a power outage while my PS4 Pro was in rest mode.When the power came back on and I tried to turn on the PS4, it could not restart or turn on without going into "Safe Mode".From there, it could not boot up back on normal mode. It wanted me to format my SSD and reinstall firmware 9.0.I did it.Lost all my data.MAIN PROBLEM:*** is not letting me to redownload at least 75% of my PS+ games.Those version of the games are not aviable to be redownload from the *** Store.The only way it would let me is that I would have to purchase the games at full price.ISSUE 2:While I was dealing with issue 1, I got bored and wanted to play some games on my PS3.MAIN PROBLEM:100% of the PS+ games on my PS3 could not be opened.It gave me an error message saying something about content is expired.When I went into more info on the games, it says that the game or content had expired back in 2018.I been using my PS3 almost every single day since 2006.I been a PS+ sub. since 2012.I don't think I had ever let my sub. expired since 2012.Yes, I am logged into my *** account on my PS3, it is also contected to the internet via Ethernet.SIDE NOTE:I did checked my PS+ games on my Vita, the games still works fine.
Business response
11/01/2021
November 1, 2021

Re: Case No. ********

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

Thank you for contacting Sony Interactive Entertainment, LLC (SIE) regarding the above-referenced 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 https://playstation.com/chat.

PlayStation Support Hours of ************************* PST):
Monday Sunday 8 AM 7 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
Customer response
11/02/2021

Complaint: 16077550

I am rejecting this response because:

If you would had read my complaint in the 1st place.
You would had known that I did went to your website.

On the website, it does not even let anybody to contact the **************** by any means.
It does not even tell anybody on how to contact the Custmer Service..

Not by phone, email, chat, or even address.

The email you sent me has a link to said website.
That is the exact same website I tried to contact CS.

AGAIN, that is why I filed an complaint with the BBB in the 1st place

Sincerely,

***********************
Business response
11/04/2021
SIE, LLC found no records of contacting us via Chat. If he had a power outage he may have corrupted the files. We would not be able to give him free games at this point in time.
Customer response
11/04/2021

Complaint: 16077550

I am rejecting this response because:

You still have not addressed issue 2.

Issue 2 is about PlayStation 3.

BBB:
If you closed this complaint without letting PlayStation to address #2., you are forcing me to file a 2nd complaint.

Sincerely,

***********************
Initial Complaint
10/30/2021
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.
I canceled a 12 dollar and some change credit card charge from playstation for a subscription I thought I canceled back in January. I was charged for it again in October. So I canceled it and **** suspended my account. I have filed 2 appeals which **** claims to respond to in 1-3 business days. It's been 3 or 4 weeks and **** has not responded to my appeal.
Business response
11/04/2021
November 4, 2021

Re: Case No. ********

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

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

I spoke to **** and confirmed I refunded the disputed purchase. The account is currently active.

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 llc
Initial Complaint
10/29/2021
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hi, my PS4 account was hack ** not so long ago and u just recently manag** to recover it thankfully but the hackers had deactivat** my console and set their console as the primary and so itri** to activate my console again but I couldn't so I logg** into account management through to browser to try and deactivate all systems but it's saying that u have to wait 6months. How is this possible when I didn't deactivate my console it was done by a hacker and now most of my game that hace been bought through digital purchase are unplayable because my account on my PS4 can't be activate for 6months. The account information is: ************************ Password is: buaphin**wards1410 Online I'd is: ItzElementsx If there is anything else information wise that you require please let me now as I'd really love to try and get this fix** as soon as possible. I hope to hear back from you asap, Thanks in advance.
Business response
11/01/2021
Re: Complaint ID: ********

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

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

Alex has reached SIE support outside the product region. SIE Americas cannot assist further; Alex will need to contact the appropriate regional support for further assistance:

https://www.playstation.com/country-selector/index.html

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
11/04/2021
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
10/28/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Filed a warranty claim with **** for a controller. The controller arrived but the box was empty. The ***** delivery slip the driver signed on the site showed my name to be misspelled.Contacted ****, who told me to contact *****. ***** said I would contact ****, who said they would not do anything to resolve this matter since it was a controller and not a console.**** is not honoring my valid warranty claim on a $70 peripheral and not taking appropriate steps to resolve the matter.
Business response
11/03/2021
November 3, 2021

Re: Case No. ********

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

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

I left a voicemail for **** and confirmed SIE service programs agreed to ship him a replacement Dual Sense controller.

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

*******
Consumer Services
SIE LLC
Customer response
11/04/2021
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
10/28/2021
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 recently went and got a new playstation because mine broke and i logged into my ps account and i cant play any games I brought until 6 months because they won't deactivate my old game system as primary but want to keep charging my card for play station plus my screen name is "periodicjayy"
Business response
11/02/2021
Re: Case No. 16072303

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

Thank you for contacting Sony Interactive Entertainment America, LLC (SIEA) regarding the above-reference Better Business Bureau case# 16072303.

The consumer doesnt qualify for a deactivation. I emailed the consumer and declined the request.
SIE appreciates the opportunity to address this matter.

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

Consumer Services
Sony Interactive Entertainment, LLC
Initial Complaint
10/28/2021
Complaint Type:
Service or Repair 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 now received several of ****** "invitation to buy a Ps5" in the last month. Each time I have registered...I am given a link that tells me a certain date and time to go onto their store and I will have access to buying a ps5 and whatever other accessories. I have gone on before the date and time and waiting in a line for hours only to be be let into the site after "my time" had passed to find out everything was already sold out.Fast forward to going to support to ask why these things were happening:-I have been disconnected in playstation direct support chat numerous times. (3 times while writing this up)-I have been deceived and given a number from a playstation support agent that was no longer in service and told to use that until someone connected.-my support case was made, emailed to me as a reminder that they didn't forget about me, and then a week later is was dismissed with no reason why.-Have had support agents be rude to me and when I go to save the transcript only parts of it save.-Been hung up on the phone with tech support.-Have been promised I would be able to speak with a higher up and then lied to and lead on for hours with never once being reached out to even though they have taken my person information. -previously have reached out to **** support about my password not working during the first round of ps5's being released and having a link to buy one. I reached out...told them my password and account were compromised because I only use a couple of passwords and nothing else could've been the reason...only to be dismissed and never reached back out to again.All of this and not once getting any resemblance of some sort of answer as to why these links that I get sent with a unique specific time and date doesn't seem to work for me.The lack of support i've gotten with my questions and concerns regarding my account (which has access to my bank account) and then general questions as to why I have been snubbed despite having "access"
Business response
10/29/2021
SIE, LLC contacted the consumer and provided further insight how to purchase a console.
Initial Complaint
10/27/2021
Complaint Type:
Service or Repair 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.
Purchases made through and for a game called *** the Show 17 from the Playstation Network, were wiped out in their latest patch for the game (****), wherein they shut down the servers for the game. In the patch notes it states clearly that we will still be able to use "stubs" (an in game currency) that we had even though the servers were shutting down. Once updated, the 100k+ stubs I had disappeared, in place was **** stubs. I had paid over $100 for the stubs. And now, there is no way to contact PSN or Playstation or **** to even complain; all phone calls follow an automated system through all prompts leading to a hangup. They indicate going to their website, which yields the same results - they even refer to a "contact us" button after going through a bunch of options THAT DOESN'T EXIST. No contact button, just a loop of automated help yourself ****.They essentially stole my $100, and will not even give me the opportunity to contact them to make it right.
Business response
10/28/2021
October 28, 2021

Re: Case No. ********

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

Thank you for contacting Sony Interactive Entertainment, LLC (SIE) regarding the above-referenced 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 https://playstation.com/chat.

PlayStation Support Hours of ************************* PST):
Monday Sunday 8 AM 7 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

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ComplaintsforSony Interactive Entertainment, LLC

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