Complaints

• Initial Complaint

  10/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Oct 21 i was playing the elder scrolls online i don't bother anyone nor do i use bad language towards anyone. To be honest i go to this town called the Rift to do daily crafting quest theirs constantly groups of people sit there use bad language swear talk *** and call each other the *** word amongst other racist profaned words all i did was type in world there be no racist talk in my town then these players repeating the bad language this other player said i believe they got tired of hearing it i said why do black meaning African Americans call themselves the *** word in front of others swearing playing gangster music and question why ain't that racist? I also asked why do they call whites white boy honky etc. Then asked about that being racist. I been bullied reported before for nonsense before over a character name. My question is why am i getting a 72 hour suspension for asking a question in public chat? I was not attacking anyone or bothering anyone. I sent many tickets on these other players nothing gets done because these same players still online doing it. All i get told block mute or report it to ********** I don't deserve this as most of us who support this game pay month-to-month subscription and have to deal with this bad behavioral issues from other players. I may not come back to playing this game do too this going on a day to day basis with the swearing. I should be allowed to use my microphone headset and appropriate tell these other players that the racist remarks shouldn't be allowed. Zenimax dose not know what i said afterwords i stated we should keep the racist talk outside the game something like that.

  Business response

  11/03/2023

  Dear *****************************,
  
  Thank you for reaching out us regarding The Elder Scrolls Online. We understand you have a concern regarding a suspension applied to your game account.
  In your customer support case created October 22nd 2023 with reference number ******-******, you were informed that your account had been suspended for 72 hours due to a violation of the games Code of Conduct:
  
  2.5 You will not attempt to use misspellings, phonetic spellings, homonyms, word combinations, or alternative spellings to mask inappropriate material in any communication on ZeniMax Services. This includes but is not limited to text, chat, voice, in-game messaging or any other medium of communication or interaction between users.
  2.6 You will not transmit or facilitate distribution of content that is harmful, abusive, racially or ethnically offensive, vulgar,sexually explicit, defamatory, infringing, invasive of personal privacy or publicity rights. Hate speech is not tolerated at any time.
  
  Upon your appeal of this suspension, a review of the suspension was conducted by our Customer Support team. This review found that your account did in fact violate the Code of Conduct, and the suspension was upheld. We currently consider the matter resolved on our side.
  If you have further questions or concerns, you may respond to the last email you received from Customer Support, or visit *********************************** and re-open your support case there. However, please note that additional appeals of this suspension are not likely to be considered. Please remember to only create one support case per issue, as multiple open cases regarding the same issue may delay our support centers response to you.
  
  Thank you,
  ZeniMax Media Inc.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi, my account ( ******** was hacked and stolen on Sept 17th. at roughly 10:05am EST. The email was changed from mine to a russian one. I started the account recovery process right away and have gotten nowhere. I've sent multiple tickets and most are just closed as " duplicate" despite the issue never being resolved. I've provided a lot of information that only the true account holder should have and i still get silence from Bethesda. I've also reached out to Zenimax who is the owner of Bethesda and they never even got back to me.

  Business response

  10/12/2023

  Dear *************************,
  
  Thank you for reaching out to us regarding The Elder Scrolls Online. We understand that you have a concern regarding recovering access to your game account.
  
  In your Customer Support case with reference number ******-******, our Customer Support staff reset your accounts recovery information on October 11th 2023. You responded to us in that support case to confirm that your access to the account had been restored. Because your issue was resolved in this support case, we currently consider this matter resolved on our side. 
  
  If you have additional questions or concerns regarding your case, you can reopen it by replying to the last email from Customer Support, or by visiting ***********************************. Please remember to create only one support case per issue, as creating multiple cases may delay our support centers response to you.
  
  Thank you,
  ZeniMax Media Inc.

  Customer response

  10/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  Regards,

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

• Initial Complaint

  09/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am being charged $49.95 a month for an online game. I never signed up for this, have tried to contact them to cancel and get refund, but only get voice mail , they don't return call. Need this canceled and a refund

  Customer response

  10/21/2023

  Company  responded and was able to resolve issue and they refunded me the money and closed the account. Thank you

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They will not help me with my problem with online services at all for linking it to my steam account been 6 days and no response all I want is to be able to play my game but the ignoring me they said transfers me to specialist team and then been and then ignoring me since they said that and then said be with me shortly and never responded all I want to do is play my game. Ple

  Business response

  10/26/2023

  Dear **********************,
  
  Thank you for reaching out to us regarding your Bethesda.net account. We understand that you have a concern regarding unlinking. 
  
  In your Customer Support case with reference number ******-******, our Customer Support staff confirmed the unlink request on October 10th 2023. 
   
  If you have additional questions or concerns regarding your case, you can reopen it by replying to the last email from Customer Support, or by visiting ***************************************. Please remember to create only one support case per issue, as creating multiple cases may delay our support centers response to you.
  
  Thank you,
  ZeniMax Media Inc.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the game Starfield just before it came out and was able to play it for some time. However on 9/19 after about 100 or so hours of gameplay i could no longer play the game because of a bug in all of my game saves except 1 which was about 15 hours behind. I submitted a ticket after following all the troubleshooting on their site on 9/19 at 11:51pm EST. They got back to me via text and told me that my support would need to be escalated and then emailed me for more information to which i gave them. I have not heard back since after 3-4 follow ups. I went and loaded my game back up with 15 hours lost just to hit the same road block. If i try to use an outpost my game crashes and i am back where i started. No one answers the phone, no one responds to discord, no one responds to email. I feel at this point that my money was given to them for a half baked game that I can no longer play. I feel not only should you fix the game but you should be re-imbursing people for their lost time and frustrations. As an engineer myself i would be embarrassed by the amount of issues people are having.

  Business response

  10/26/2023

  Dear *******************,
  
  Thank you for reaching out to us regarding Starfield. We understand that you have a concern regarding gameplay. 
  
  In your Customer Support case with reference number ******-******, our Customer Support staff reached out and requested a save file to review and perform additional troubleshooting on October 17th, 2023. Please respond with the information and our staff can assist further. 
   
  If you have additional questions or concerns regarding your case, you can reopen it by replying to the last email from Customer Support, or by visiting ***************************************. Please remember to create only one support case per issue, as creating multiple cases may delay our support centers response to you.
  
  Thank you,
  ZeniMax Media Inc.
  

  Customer response

  10/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I submitted my ticket mid September (9/19/23) and the game was fun while I was able to play it.  I dent have time time nor the desire to be a Quality Engineer for you guys for free.  There are tons of people on **************** etc with the issue had.  At least back when i filed this ticket.  I am not at my gaming computer at the moment but I believe i deleted all my saves and started over which made me lose interest.  Your bug ruined the game for me and I consider the 160 or so hours i have into the game lost.  I would have been happy to send you the save file over a month ago when submitted this issue but now its gone.  At this point I think after waiting a month and the excitement of the game being ruined by your customer support that I am due a refund.  To be honest I believe that you owe your customers more than that of a refund when someone pours that much time into something youve made just to be forced to be stuck for a month.  

  Regards,
  
  *******************

  Business response

  11/07/2023

  Dear *******************,
  
  Thank you for your reply. We are not able to process a refund for your purchase as it was not directly purchased through our store. We advise contacting your retailer for further assistance with your refund request.
  
  If you have additional questions or concerns regarding your case, you can reopen it by replying to the last email from Customer Support, or by visiting ***************************************. Please remember to create only one support case per issue, as creating multiple cases may delay our support centers response to you.
  
  Thank you,
  ZeniMax Media Inc.
  

  Customer response

  11/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because I bought the game on steam and steam only allows the return policy for 2 hours.  It took you several weeks t even try to provide any level of technical support.  I honestly feel like Bethesda dropped the ball on all aspects for me and for you to tell me to talk to my retailer is rather funny.   The game is ruined for me and a refund or a credit for a future purchase is all i want.  
  
  Regards,
  
  *******************
  

  Customer response

  11/14/2023

  How did they resolve my issue?  I cant play the game that I purchased?  They took over a month to even try to debug the issue.  Can I please have an explanation of how this was resolved?  
  

  thank you

  Customer response

  11/14/2023

  Since I purchased this from ***** and ***** has a 2 hour return policy it would be impossible for me to go and ask them for a refund after 160 hours of gameplay.  Also if your response was in any reasonable amount of time or any effort at all to remedy the issue other than asking for a few files off my computer about my computer system.  Just for the record, I played the game for 160 hours.  I am a software engineer by trade and I understand that defects occur in the wild and you need to be able to reproduce them to fix them.  However, asking me to replay the game all the way through to hit the same point (160 additional hours? maybe a little less as I would have a particular objective) so that you can resolve the issue quite the task.  I waited a month before uninstalling that game.  Its a shame i really liked it for the most part.  
  
  Sept 20th Initial Support Ticket created and was told it would be escalated
  Sept 20th You asked for msinfo32
  Sept 20th I responded right away and gave you what you requested
  Sept 20th Was told that it would need to be escalted
  Sept 20th (already annoyed) I responded stating that I believe it already was escalated and asked if this would be resolved today? (sort of sarcastic)
  Sept 20th Followed Up as I got no response
  Sept 27th Followed Up as I got no response
  Sept 27th Followed up with more information as this entire time im trying to get the game to work on my own stating that the the saved game failed when loading directly into my outpost
  Sept 28th Followed up again as all of my saved games were in outposts that were having this issue
  Oct 10th Got a FAQ about people who couldnt save the game and yet still followed those instructions to see if it did anything (spoiler, it did not)
  Oct 10th Responded saying it did not work and that the game is unplayable
  Oct 12th ***** from the advanced team responded to me
  Oct 12th Responded that I was frustrated and tried everything i could find on the internet.  Explained what I thought the problem was.  I was able to recover a save from 12 hours before the issue and reproduced it by building a bunch of boxes.  Even included information about a widows Error log that I found about the process being detatched and also stated that I never modified the game in any way (as i read on reddit people did and caused issues in the game)
  Oct 17th ***** writes again asking the details of the specific amounts of storage, asking for the save file (deleted the game at this point however out of frustration)  Will say that out of the other people who tried to help me ***** was at least trying to be helpful but 27 days after my issue started and all the time I had to throw away discounted this.
  
  I never responded to ***** as i didnt have the game and didnt really want to spend another 160 hours or whatever it would take to recreate that issue.  Its an unrealistic request for me to reproduce your defects for free.  Its unrealistic to blame steam for this as they have a strict 2 hour return policy.   I understand that you can not refund my money, i think a Credit or something of that nature is definitely something you could do.  I think that there is atleast something you can do in some manner to make this situation right.  If you read the timeline above and say that is acceptable then I guess its just another poor experience that your giving your customers.

  Customer response

  11/14/2023

  If by any means possible I would like a response form the business in regards to my last message.

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New game release “Starfield” is broken on **** series * and company refuses to aknowledge or help fix the problem

  Business response

  10/09/2023

  Dear *********************,
  
  Thank you for reaching out to us regarding Starfield.
  In your Customer Support case with reference number ******-******, our Customer Support staff has provided troubleshooting steps and continues to provide support for questions. Feel free to continue to respond with any issues you may encounter and our Customer Support will assist.
  Please remember to create only one support case per issue, as creating multiple cases may delay our support centers response to you.
  
  Thank you,
  ZeniMax Media Inc.
  
  

• Initial Complaint

  09/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for a digital game STARFIELD PREMIUM EDITION on 9/3/2023, order #********** from the **** Game Store. I played the game for approximately 15 minutes, and then ended the game immediately after creating a character. This is supported by my **** profile information linked to the game, which recorded that I played the minimum amount of time played that is tracked by that application (1 hour). On 9/9/2023 at 9:49PM, I requested a refund for the game on the **** website.The **** website's refund policies state the below:"Refunds are typically issued for requests made within 14 days of the purchase date for games in which you havent accumulated a significant amount of play time."************************************************************************************** * Timeframe listed under "Refund Eligibility," first bullet point As my request was well within the 14 day limit, and my playtime was as minimal as it could possibly be, the refund should fall within *********** policy for acceptable refunds.However, I received responses from ********* on the below dates indicating that the length of time in requesting the refund was too long. I continued to receive this same response in each email despite asking for clarification, and ********* was unable to provide reasoning how my request was too long despite it clearly falling within their terms of digital refunds. Instead, they just repeated the same line that it was too long repeatedly:Mon 9/11/2023 11:33 AM (rep name: ****)Mon 9/11/2023 5:03 PM (rep name: ****)Tue 9/12/2023 4:52 AM (rep name: ****)Tue, 9/12/2023 11:02 AM (rep name: ********)In addition to these attempts, I also attempted to call ********* despite their website stating that email was the only way to obtain refund support. I spoke with ********* phone support at the below numbers at times, and they were unable to help or clarify in any way:9/11/2023 1:35pm - ************** 9/11/2023 7:27pm - ************** Thank you

  Business response

  11/14/2023

  Dear *******************************,
  
  Thank you for reaching out us regarding Starfield. We understand you have a concern regarding a refund request made to **** for your purchase of the game.
  It does appear that a refund was provided on September 14th, 2023 for the purchase. If you have not received the funds associated with the refund yet, please let us know and we can investigate the issue further.  
  If you have further questions or concerns, you may visit *************************************** submit your inquiry. However, please note that additional appeals of this suspension are not likely to be considered. Please remember to only create one support case per issue, as multiple open cases regarding the same issue may delay our support centers response to you.
  
  Thank you,
  ZeniMax Media Inc.
  
  

• Initial Complaint

  08/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I would like to bring something to your attention. Did you know that if you have ordered the physical copy of Starfield and premium edition. You do not get the 5 day earlier access as they have advertised. So Bethesda has duped us into paying and extra 40 to 50 dollars for a metal case, a patch, and a small amount of DLC. The big selling feature was the 5 day early access. I have reached out to both Bethesda and GameStop to see what is going to be done. Bethesda has not replied. GameStop confirmed what I have stated and they are unwilling to do anything. So if you want the physical copy and early access (and have paid for it) you are ****** I am deeply disappointed with Bethesda and GameStop. Which according to the definition of False Advertising is what they are both doing. I have been a supporter of EB and now GameStop for years. But it's going to end once I get my copy of Starfield. I will also be making a complaint against both GameStop and Bethesda for their business practices in regards to this.

  Business response

  09/19/2023

  Dear ***********************,
  Thank you for reaching out to us regarding your Starfield purchase. We understand that you have a concern regarding early access. Date details for Starfield have been available at ********************************************************************************** and provide information between the digital and physical versions of the game. This also includes a note for physical versions of the game purchased from retailers.
  
  If you have questions related to when you received your product, we ask that you contact your retailer of purchase for more details. If you have additional questions or concerns regarding your case, you can reopen it by replying to the last email from Customer Support, or by visiting ****************************************. Please remember to create only one support case per issue, as creating multiple cases may delay our support centers response to you.
  
  Thank you,
  ZeniMax Media Inc.
  

  Customer response

  09/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: They still have not answered the questions. All they are doing is telling me to go to this website or are blaming it on the retailer (GameStop). And GameStop was placing the blame on ZeniMax. It's the old he said, she said. This way neither of them has too take responsibility for the false advertising, and misleading their customers. They are hoping that I will just go away.  Especially now that Starfield has been out for 2 to 3 weeks. Clearly neither of these corporations cares about their customers or the advertising laws both in the USA or Canada.  
  
  Regards,
  
  ***********************
  

• Initial Complaint

  08/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bethesda software is a video game developer who made the game redfall for **** series a I purchased the digital version of redfall and on June 22 2023 I purchased downloadable content called bite back edition for 29.99 June 22, 2023 | Order number ********** As of august 24 2023 Bethesda software has yet released the bite back edition dlc with no word on when it will be released or cancelled I paid 29.99 for dlc that has not been released Bethesda took my money but never delivered the dlc content I purchased this is bad business I want my 29.99 refunded not going to pay for something this video game developer never produced

  Business response

  09/14/2023

  Dear ***********************,
  

  Thank you for reaching out to us regarding your Redfall purchase. We understand that you have a concern regarding access to the upcoming downloadable content.
  A date for the upcoming DLC has not yet been made available to the public.  However, we ask that you subscribe to our support article at ******************************************************** for future updates.
  
  If you have questions over a refund, we ask that you contact your retailer of purchase for more details. If you have additional questions or concerns regarding your case, you can reopen it by replying to the last email from Customer Support, or by visiting ****************************************. Please remember to create only one support case per issue, as creating multiple cases may delay our support centers response to you.
  

  Thank you,
  ZeniMax Media Inc.

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased something on Fallout 76 online game atom shop as advertised, and a few days later the Bethesda team is attempting to reneg on the deal and remove something that was included in my purchase. They are refusing to correct the issue and asking me to understand their refusal to return what I paid for. This is not good business practice! This is thievery! You cannot advertise something and then reneg on the deal after purchase. I included links to video captures showing that I owned the items in question. They are claiming that it was a glitch in their system, however, I distinctly remember the items being part of the bundle I purchased because it was the incentive I needed to do so. Now, they have altered the bundle in their shop and claiming Im mistaken. Im absolutely not. **************************** **************************** **************************** **************************** I also included links to video captures proving that I owned the wallpapers. It was NOT a glitch! I remember seeing the included items in the bundle, and it has been altered since. I've also included screenshots of my email correspondence. It may seem like a petty issue, but this is basically illegal for a company to do! They may have assumed they were dealing with a kid, but Im a 50 yr old man who hopes that, despite all of the other craziness in the world, that companies dont begin making a practice of stealing from their customers and then asking them to understand why they did. This was very disheartening as Ive been a longime customer/fan of their product.

  Customer response

  09/07/2023

  Actually, Bethesda/Zenimax reached out today by email and informed me that they had an error or glitch causing an item to be available without purchase, prior,, and they claim that that may be what led to the confusion. They graciously went ahead and gifted me the items which I believed to be taken from me, in order to clear up the confusion, and remain in good graces. I am satisfied with this, and Id like to withdraw any further action. I suggested to them that they be more clear about what items are included for purchase in the future, and perhaps not use items in photos that are not available. That can be quite misleading, as it was the incentive that led me to purchase in the first place. Thank you for your time and effort, but I feel that this issue has been resolved, at this time. 

*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. ↩