Additional Complaint Information
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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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/19/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased *** 2k22 "Legendary Edition" from the Playstation Store for $100. The game released September 10, 2021, and has crashed every time I have attempted to play it. I attempted to initiate a refund based on owning the game for less than 10 days and it being unplayable. **** refused because it had been more than 14 days since payment was received and the game had been downloaded, and referred me to the publisher rather than take any responsibility. **** also stated that although it allows refunds for "faulty" content, (as in the case of Cyberpunk last year), that the publisher, not the consumer, can tell them when content is faulty. These policies are what **** was fined $3.5 million dollars for in Australia, since it is an obvious consumer rights violation. In short, **** has sold a defective product, and has told me that I cannot get a refund because I played it enough to realize that it was defective and the *developer* has to tell them it's defective, not the consumer.
Business response
09/20/2021
SIE, LLC contacted the consumer a provided a resolution.Customer response
09/21/2021
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************************Initial Complaint
09/19/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
on September 18th, 2021, @ 3:30 AM, my PlayStation account was hacked and $1,689.90 was spent from my bank card that was attached on my account.. All of my information was changed so that I could not access my account or regain access to it. Later that day when I noticed the ********************************* less than an hour at the time, I had to jump through hoops to be able to talk to anyone, and mid convo the support service rep ended our convo instead of helping my situation because his shift was over. I had to wait until the next day to get in contact with anyone again. When I did, they focused on fixing my account to gain access, which I was able to but then wanted to end the convo and leave before helping me with getting my money back. Once I got him to stay and take care of the problem he kept focusing again on me gaining account access tho I already had. Then was told I had to wait 5 days to get my money back. It was a large amount that I needed to have.Business response
09/20/2021
SIE, LLC was in contact with the consumer and provided a resolution.Initial Complaint
09/19/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
So I've been really frustrated recently, my playstation 4 account was compromised. After a long tedious frustrating time I managed to recover my account and started to change my email, and password. Now i got to my dad's house on weekdays, however he doesn't have any wifi for me to game on whenever I bring over my PS4. This is where the problem starts, I did research into it and found out the intruder still has access for all my games and benefits that I bought with my own money. I found out that you can remove their console from your account and attempted to do so and now it's prompting me to wait half a year. I already contacted support and they said they couldn't do anything about it, if this issue doesn't get resolved I don't mean any disrespect but I don't want nothing to do with **** or playstation in the future as I don't want to wait 6 months just to get a thief off my account, basically everything I buy goes to them as well and they don't have to lift a finger. Thank you.Business response
09/20/2021
September 20, 2021
Re: Case No. ********
Consumer: ***************************
Thank you for contacting Sony Interactive Entertainment,LLC (SIE) regarding the above-reference Better Business Bureau case# ********.
***** has reached SIE support outside his region. The email provided in his case belongs to an out of region PSN account. SIE Americas cannot assist him further; he will need to contact his 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, LLCCustomer response
09/23/2021
Complaint: 15882196
I am rejecting this response because:The account in this case is not the *** account I have been speaking of, my apologies for not providing it within my last message, I was frustrated about the situation. The email is ************************ it is not an out of region account.
Sincerely,
***************************Business response
09/28/2021
September 28, 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
Initial Complaint
09/19/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On March 11th, 2021, my previous Playstation 4 console went out on me, so I bought a new one on the same day. Unfortunately, I was unable to deactivate my account as primary from the old Playstation in time because it went out without any warning. Fast forward to today, September 19th, 2021, well past the six month wait it takes to activate a new console as primary, and I'm still not able to activate the new console. I've patiently waited for 6 MONTHS so I can finally use my console without any snags, and I still cannot. It's irritating to say the least.Business response
09/20/2021
Re: Case No. 15882013
Consumer: ***************************
Thank you for contacting Sony Interactive Entertainment America, LLC (SIEA) regarding the above-reference Better Business Bureau case# 15882013.
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, LLCInitial Complaint
09/19/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Someone recently got onto my PlayStation acc and deactivated me from it and I have to wait 6 months to redo it but its been over 6 months and wont help meBusiness response
09/20/2021
September 20, 2021
Re: Case No. ********
Consumer: *********************
Thank you for contacting Sony Interactive Entertainment,LLC (SIE) regarding the above-reference Better Business Bureau case# ********.
Jaylen has reached SIE support outside his region. SIE Americas cannot assist him further;he will need to contact his 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, LLCInitial Complaint
09/19/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
**** banned my PSN account 3 times for Hate speech or other hateful content, including racism, sexism, xenophobia, or hate directed at religious beliefs, cultural identity, gender identity, or sexual orientation. When Ive never did no such thing. Everyone is getting banned for this reason because their bot is oversensitive and many of the peoplen who were banned spent a lot of money on this these accounts for it to be falsely banned like mine was 3 times. This only started happening after Message 2.0 was released.Business response
09/21/2021
September 21, 2021
Re: Case No. ********
Consumer: ***************************
Thank you for contacting Sony Interactive Entertainment America, LLC (SIEA)regarding the above-reference Better Business Bureau case# ********.
I left a voicemail and declined ******************' account ban appeal. SIE Moderation determined his account will remain banned indefinitely due to 3 the code of conduct violations.SIEA 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, LLCInitial Complaint
09/18/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
First occurrence: Sept 8th. Sons **** playstation account (rocknrubes) was linked to an old phone number whenever I attempted to log into it I could not unless I had a 4 digit code being sent to the same old phone number I no longer have. After attempting to deal with customer service they would not help me unless I had an incredible amount of information,which is impossible to have without logging into the very account I cannot, I finally gave up and today (Sept 18th) I created my son a whole new account (rocknrubes2) whenever I tried to log into the new account for him I received a message saying the account was locked due to repeated failed login attempts. (it was my FIRST attempt to log in) I waited approximately 20 minutes, attempted to log in again, was told I needed to change the password, I did so, tried to log in again and received a message saying the account was permanently suspended due to violating the terms of serv After going through all this I gave up and contacted you.Business response
09/20/2021
September 20, 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, LLCInitial Complaint
09/17/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have tried multiple times to unlock my account verifying multiple points of information. I would like my money back from the plus account to create another account if they won't unlock my original one.Business response
09/20/2021
SIE, LLC contacted the consumer and provided a resolution.Initial Complaint
09/17/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
My playstation has account was hacked and my primary ps4 got deactivated and all they have to do is deactivate the hackers ps4 as primary so i can make mine primary.Business response
09/20/2021
Re: Case No. ********
Consumer: d n
Thank you for contacting Sony Interactive Entertainment, LLC (SIE llc) regarding the above-reference Better Business Bureau case# ********.
The consumer has not contacted support to review their device deactivation. I emailed the consumer a referral to our chat support for further assistance.
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, LLCInitial Complaint
09/17/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Hi, I dont have a big issue but my PlayStation ID is Oscar2Black_ and my account is locked from live chat so it cannot be hacked or taken from there but I was just wondering if I would be able to revert to Africz or if you guys can help me. Id also like for my account to stay locked I just want to revert my name back to Africz.Business response
09/20/2021
This is a fraudulent claim. They provided invalid information and did not create the account.
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