Business Profile
Entertainment
Epic Games, Inc.This business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 2,180 total complaints in the last 3 years.
- 1,922 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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.
Initial Complaint
Date:03/06/2025
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- 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.
Dear BBB,I hope this message finds you well. I recently relocated from ************ to ***************** and am reaching out regarding a couple of issues I have encountered with my Epic Games account. Despite contacting Epic Games support multiple times, I have been unable to resolve the issue of changing my account region. Unfortunately, they have not provided assistance, and I am also unable to cancel my Crew membership.Currently, I do not have access to the platform on which I initially signed up, which has resulted in my inability to enjoy the full range of benefits associated with my Crew membership. I have reached out to Epic Games about this matter, but I have yet to receive the necessary support.Epic Games has been a wonderful company to me over the years, and I have thoroughly enjoyed my experiences with their services. I sincerely hope they can assist me in resolving these issues so that I can continue purchasing Crew items and ensure my account is connected to the correct region.Thank you for your attention to this matter, and I look forward to your assistance.Customer Answer
Date: 03/06/2025
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.From: ****** ******** <*****************************************************************************************************************>
Date: Thu, Mar 6, 2025 at 2:00 AM
Subject: BBB complaint cancellation
To: ***************************************************************************************************************************************** <*****************************************************************************************************************************************>I need to cancel the recent bbb complaint I made vs epic games earlier today from this email thank you!
Sincerely,
***** ********Initial Complaint
Date:03/03/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- 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 account named ( TikTok 1up TK. )Was hacked and stolen. It is now being passed around. I messaged you epic games multiple times. I no longer have access. They unlinked all my account. Please help me. I understand its supposed to be a three day process, but is there something we can do I have supporter creator on that account. I have complete proof of me having connected accounts such as my PSN,Tiktok that allowed me to be granted Support a creator and an email of the Hacker themselves taunting me Epic games support team keeps waving me off heres all the information i gave them The original email associated with the account was ***************** Xbox:Revxrtz YT (Old Names Cyber TK, Res *** PSN: Hi_Its_TK First Name: Bao Last Name: TK Display name:TikTok 1up TK. (Old Name *****) Steam: Velvo and the hackers email is the current one which is ****************** Previous Payment methods :Card ending in 0221 ****** *********************Customer Answer
Date: 03/06/2025
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.My issue has been handled I appreciate the service and support on helping my complaint and problemSincerely,Tesean *****Initial Complaint
Date:03/03/2025
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- 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.
Mon compte Epic Games du jour au lendemain est parti malgr plusieurs demande epic games ne font rien et refuse alors que je donne les bonne informations .Business Response
Date: 03/10/2025
Thank you for reaching out to us through the BBB service, a North American consumer organization. We appreciate your feedback and we would be happy to assist with any inquiry. Please get in touch with our Player Support experts through *********************************************************.Customer Answer
Date: 03/10/2025
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
Date:03/03/2025
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- 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 ***** Echargui. My epic games account got hacked 2 weeks ago. The hacker disconnected my epic games account from my Playstation account and connected it to his Playstation account. I contacted ********************** support the submit an account recovery request, however they denied my request 3 times. They say I did not create the account meanwhile I have them all the information they want like old username ( salimpro007) , e-mail that was used before the hacker changed it ************************ IP adress, personal info, date of purchases i made with transactionnumbers and even the hackers PlayStation name and the epic name he changed my account into. But they still deny me. I send them pictures through their support e-mail, but they dont answer me and they say that I need to do another account recovery request, but i gave all the information they want and i really cant add more. Even the mail that I used for the account is *********************** I explained that the e-mail are the names of my dad, my brother and i. Moh is slang for *******, **** is my little brother and i am *****, i even send them photos of our IDs to confirm that we are the names in the e-mail, but they keep redirecting me to do another account recovery request. It hurts that they protect the hacker and dont give me my account back while i tell everything I know and what they want to know. We bought so much skins and we spent much money on this account, just to get hacked and the company is protectief This hacker. The PlayStation name of the hacker is bueiss3 and the epic name he changed my account into is ****** I really hope you Guys can help because ************ really gewast customers who lost their accounts like little kids. If you have any questions regarding This case, please feel free to ask. I Will kindly respond to you. My e-mail is *************************** I put photos of the information I send them and the hackers names I mentioned. I have more evidence but I cant add more.Business Response
Date: 03/10/2025
Thank you for reaching out to us through the BBB service, a North American consumer organization. We appreciate your feedback and we would be happy to assist with any inquiry. Please get in touch with our Player Support experts through *********************************************************.Customer Answer
Date: 03/10/2025
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,
***** EcharguiInitial Complaint
Date:02/27/2025
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- 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.
This all starts February 3rd, 2025, when someone unauthorized gets access to my email. A few days later I try and log on to my ******** account routinely, around the 7th, and when I do, I notice my Xbox account is unlinked. I go to log in to my epic games account on my mobile device, and nothing, so I check my email and see a request to change both email and password, and after seeing this I try every available login method, to no avail. I then realize Ive been hacked via my epic games, and do the standard resolution process. First time, I give a rough estimate of dates, my old account name, and my card information. This gets denied with a robotic reply, next, I go to do it again, more information in detail, same response, I try once more with all my available information, information I could only get being the owner of my account, and yet still I get denied. This happens two more times, and eventually I try the direct email feature, I do this twice, with screenshots of my old receipts, and still get two automated responses. This has been going on over the course of the last 2 weeks, and with no humans overlooking my case I doubt I can get anything done. I need a named representative to give me the review I need ASAP, because this is getting outrageous. I have left proof of purchase on my ********* account (which I am STILL being charged for by the way!), the fact the ********* account can be login into and is owned by me, the linking of my LEGO account and proof I can log in to it, proof of several free claims of games on my account using the system they gave me, etc. and I have access to the original email used to make my account. I would like a basic thought process given to my case.Business Response
Date: 03/05/2025
Hello,
We have reached out to the Player to address this issue. If the Player has any further questions or concerns, they are welcome to contact us via our help site at ************************************************;
Kind Regards
Epic Games Player SupportCustomer Answer
Date: 03/06/2025
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. If anything else is needed, the reviewer for my case for Epic Games can simply email me and Ill provide what is needed to the best of my abilities.
Sincerely,
******** ******Initial Complaint
Date:02/27/2025
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- 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 recently lost access to my Epic Games account, as the email associated with it has been changed without my authorization. I am unable to log in or recover my account through the standard recovery ************ are my account ****************************** Username: Joblessperson Previous Email Address: *********************** Approximate Account Creation Date: [Month/Year]Recent Purchases: INVOICE *********************************************************************************** I would appreciate any assistance in recovering my account. Please let me know if you need any further information to verify my identity.Thank you for your time and ************ regards,****** *********Business Response
Date: 03/05/2025
Thank you for reaching out to us through the BBB service, a North American consumer organization. We appreciate your feedback and we would be happy to assist with any inquiry. Please get in touch with our Player Support experts through *********************************************************.Customer Answer
Date: 03/06/2025
Complaint: 22999224
I am rejecting this response because: The website link provided is of no use as the url is a missing web browser that I cant access. I would like to be able to speak directly to someone to help me recover my account from a hack. Id like for ********************** to personally review this file again rather than just skimming over it like its nothing.
Sincerely,
****** *********Business Response
Date: 03/10/2025
We have already addressed this issue with the user and will not be able to provide a different outcome. If the user has any further questions or concerns, they are welcome to contact us via our help site at *******************************************Customer Answer
Date: 03/10/2025
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
Date:02/27/2025
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- 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 Epic Games account was recently stolen due to Epics flawed account recovery system. Someone requested to recover my account and it got approved by their system, therefore removing access to MY account which I have spent hundreds of dollars and hundreds of hours on. The username of the account was ************* and the account belonged to ************************* and it was STOLEN by an email belonging to @********** which, upon searching, appears to be an East Asian website used for selling gaming accounts, which makes their intentions obvious. I have submitted multiple account recovery requests of my own each with the proof they ask for in the form, yet every one was denied. I demand that **** makes this right and returns access to my account back to me.Customer Answer
Date: 02/28/2025
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.Hello. Today I filed a complaint against Epic Games **** for issues with my account. They were just resolved thru email and I just wanted to let you know I dont need any more help. The complaint number was #********.
Thank you.Sincerely,
******* ********Initial Complaint
Date:02/26/2025
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- 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 problem is that my ******** account was banned for no reason as I have read though their terms of service and I haven't broken any rules and yet my account got banned that I have spent over ***** dollars on and they won't give me a explanation why I was banned and I keep getting the same copy and paste email sent to me saying they cant disclose why i was banned or unban me and that it was justified even though I know it wasnt.Business Response
Date: 03/04/2025
Hello,
We have reached out to the Player to address this issue. If the Player has any further questions or concerns, they are welcome to contact us via our help site at *******************************************
Kind Regards
Epic Games Player SupportInitial Complaint
Date:02/26/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- 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 have sent three attempts to get my Epic Games Account back from a hacker oh which Epic Games Support has been denying my requests even after providing overwhelming proof that i am THE sole owner of the account linked originally to my ********************** Invoice ID: ********* - Date i created the account 12/1/16 - Date i linked PlayStation account: 12/1/16 - Date i linked Xbox account: 12/13/2020 - Date i linked my ******** account: 9/30/2018 They wont tell me what else I need to provide proof of who i am. They usually end our email conversation when asked.Business Response
Date: 03/04/2025
Hello,
We have reached out to the Player to address this issue. If the Player has any further questions or concerns, they are welcome to contact us via our help site at *******************************************
Kind Regards
Epic Games Player SupportInitial Complaint
Date:02/26/2025
Type:Sales and Advertising IssuesStatus:ResolvedMore info
Complaint statuses
- 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.
*** recently have gotten hacked. They changed my email and epic games has not even tried to look into it. They say the same email saying that you dont have enough information because how am i supposed to remeber everything related to a fornite account for 4 years. My original email was ************************ and the user name was ************ or Automated something Ive generally forgot,but i have all the receipts and everythingBusiness Response
Date: 03/04/2025
Hello,
We have reached out to the Player to address this issue. If the Player has any further questions or concerns, they are welcome to contact us via our help site at *******************************************
Kind Regards
Epic Games Player SupportCustomer Answer
Date: 03/04/2025
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,
******* *****
Epic Games, Inc. is NOT a BBB Accredited Business.
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