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Initial Complaint
02/17/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am filing this complaint against Epic Games regarding their lack of assistance in recovering my hacked Epic Games account.On 15th Feb 2025, I discovered that my Epic Games account had been hacked. My login credentials were changed without my authorization, preventing me from accessing my account. I immediately contacted Epic Games Support on 15th Feb 2025 and provided all requested information, including proof of ownership, previous transactions, and account details.Despite multiple attempts to reach out, Epic Games has not resolved my issue. I have received either generic responses or no meaningful action towards restoring my account access. This has resulted in financial loss due to in-game purchases I can no longer access and frustration over the lack of customer support.I am requesting ********************** to take immediate action by:Restoring access to my account.Investigating and securing my account from further unauthorized access.Providing clear and responsive communication regarding the status of my case.Failure to address this issue in a timely manner may leave me with no choice but to escalate my complaint further.
Customer response
02/20/2025

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.
Sent: Wednesday, February 19, 2025 1:40 AM
To: info <***********************************************************************************************************************************************>
Subject: Message from ************************

I am writing to formally withdraw my complaint against Epic Games regarding my hacked account. Since filing my complaint on 17th February 2025, my account has been successfully recovered, and I no longer require further assistance on this matter. I appreciate the efforts made by Epic Games in resolving this issue and the BBB's role in facilitating the process. Please consider this matter closed. Thank you for your time and assistance.
Sent from ******* ***** (***********************************************************************************************************************)
Initial Complaint
02/14/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Good morning,I'm contacting you because my Epic Games account was hacked. A third party first changed my password, then changed the email address associated with my account, which now prevents me from accessing it.I don't understand how this could have happened, and I would like to know what steps to take to safely recover my account.I have already contacted Epic Games about this, but have yet to receive a response from them.Can you tell me the procedure to follow to regain control of my account?Thank you in advance for your help.Sincerely.
Business response
02/20/2025
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 response
02/20/2025

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
02/13/2025
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My account was hacked. I have filled out 2 different requests with verifiable information to get access to my account back, but **** has continued to say they can't help. This account is several years old, dating back to 2018. I have made thousands of dollars worth of purchases on this account and they are denying me access even after providing account info only I would know. They have not helped at all!
Business response
02/20/2025
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 Support
Customer response
02/20/2025

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
02/11/2025
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been trying to get my stolen account back for almost a week now with no effort. Someone had used their Account Recovery Request system and Epic Game handed my account over to someone and the account is now stolen. I had to wait 72 HRs to be able to submit my own Account Recovery Request just for them to deny it.
Business response
02/18/2025
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 Support
Customer response
02/18/2025

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
02/11/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My name is *****, and I've been playing Fortnite for 7-8 years. Over the course of these years, Ive never encountered any major issues with the company. However, recently, despite all the time and money I've invested into the game, my account was banned for "suspicious activity."Ive reached out to ask what specifically was considered suspicious, but I havent received any clarification. Ive also asked if theres a way I can prove that the account is mine, or if I could address whatever issue they think occurred, but Ive gotten no response.Ive spent hundreds if not in the thousands on this game over the years, and I feel the way theyre handling the situation is unfair, especially after all the time and money I've dedicated. Im 19 years old, and I believe Im mature enough to resolve this situation calmly, but it's frustrating not to get the help I ******* simply asking for transparency and a fair chance to prove that my account should not have been banned.
Business response
02/18/2025
Hello,

Thank you for reaching out for assistance. We cannot find a recent support contact from the email address associated with this request. To allow us to properly help please open a support request here: **************************************************.

We look forward to assisting you.

Best,
Epic Games Player Support
Customer response
02/20/2025

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
02/10/2025
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am trying to login into my epic games account and it reads that email or password does not match and I should try recovering my account, and when I do it reads Too many requests, please try again later. and no one is answering my email. I received an email with no explanation to the reason why my account can not be recovered nor why its lost.
Business response
02/17/2025
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 ***************************************************** Regards
Epic Games Player Support
Customer response
02/17/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is so far satisfactory to me.

Sincerely,

Cosi ******
Initial Complaint
02/10/2025
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Around 2020 epic games inactive my epic games account falsely after I spent a ton of money on the account. To try and resolve the issue I have contacted epic games multiple times providing as much proof as I can to inform them that I am the original owner and that I do own the email that is currently on the account which is ******************** I have also provided them with the PlayStation account user that was connected and it was Xecuted_Cloudzz and the epic was THS Cloudzz but unfortunately they keep denying my request. I am furious because I have been trying to get my account back for over three years and I keep getting denied after showing so much proof and as time goes on I forget things because its currently 2025 and I lost the epic games account In 2020. The account was created in the same state I am in now which is ******** and Im still located in *************.
Business response
02/17/2025
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 Support
Customer response
02/17/2025

Complaint: 22918017

I am rejecting this response because nothing has been resolved I would like my epic games account back I spent plenty of money on Fortnite exactly I have PlayStation receipts request tickets never worked and my last email on the account was ****************** and my PlayStation user name that at some point was connected to the account was Xecuted_Cloudzz I have spent a lot on ****** my account was took unfairly about 3 years ago Im assuming because I changed my Internet provider and the Ip address was not the same. The email id like to receive my account back on can be ********************* Im very upset that I know for a fact Im the original owner and not one epic games employee can help me out based off the information that I am giving I dont know if its a lack of effort or rules but I need help this is unfair.

Sincerely,

******* ****
Business response
02/19/2025
Thank you for your patience. It can take up to 2 weeks to review your complaint and respond.
Customer response
02/19/2025

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
02/10/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
une personne a pirat mon compte epic games. je voudrais rcuprer mon compte mais epic ne me rponds pas
Business response
02/17/2025
Merci de nous avoir contacts via le service BBB, une organisation de consommateurs nord-amricaine. Nous apprcions vos commentaires et nous serions heureux de rpondre toute demande. Veuillez contacter nos experts du service d'assistance aux joueurs via *********************************************************.
Customer response
02/17/2025

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
02/07/2025
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On January 28th, 2025, my Epic Games account was hacked as part of a coordinated attack that compromised multiple accounts across different platforms within 40 minutes. The hacker changed my account credentials and moved all security emails to my spam folder, which I have screenshots to prove. They also attempted to hack my ****** account, but I was able to recover it in time.Since then, I have submitted three appeals through Epic Games' official account recovery form. Each time, my request was denied with the same vague response stating that the information I provided was "incorrect." However, I have been submitting the exact same details that Epic Games previously used to verify my ownership in the past. I have repeatedly contacted customer support, but they continue redirecting me to the same automated recovery form, which does not help as I am not being told what information is supposedly incorrect.Epic Games' handling of this situation has been unacceptable. Their lack of transparency and refusal to properly investigate my case has resulted in me permanently losing access to my account. I am the legitimate owner of the account, and I have ample evidence, including emails proving the hack.I request the Better Business Bureau's intervention to push Epic Games into reviewing my case properly. They must provide a real resolution rather than sending me automated responses that lead nowhere.I can provide additional evidence if necessary, including screenshots of the emails proving the account takeover.
Business response
02/14/2025
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 response
02/14/2025

Complaint: 22912714

I am rejecting this response because:
Dear BBB Representative,

I have reviewed the response from Epic Games regarding my complaint ID ********, and I find it completely unsatisfactory. Their response does not address the issue and only redirects me to their standard customer support, which has already failed to assist me properly.

I have contacted Epic Games multiple times, provided clear and verifiable proof of ownership, and submitted several account recovery requests, all of which were denied without a valid explanation. Despite escalating my case to their specialist team, they continue to ignore my evidence and refuse to conduct a manual review of my case.

Epic Games is failing to assist a legitimate account owner and is deliberately avoiding accountability. Their unwillingness to provide a meaningful response demonstrates a lack of commitment to resolving customer concerns.

I kindly request that the BBB continue mediating this issue and hold Epic Games accountable for their lack of resolution. I am still awaiting a real response from Epic Games that includes a proper manual review of my case and immediate account recovery.

Please let me know how we can proceed from here. I appreciate your continued assistance in this matter.
Sincerely,

********* ******
Business response
02/19/2025
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 response
02/19/2025

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
02/07/2025
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.
Mon compte a t compromis et pirat, et je nai plus la possibilit dy accder. Aprs avoir constat cette situation, jai immdiatement contact le support Epic Games et suivi toutes les procdures officielles de rcupration. Jai fourni toutes les informations demandes, notamment :Mon adresse e-mail associe au compte Mon pseudo Epic Games Les mthodes de paiement utilises Des preuves dachat de jeux et/ou de monnaie virtuelle Lhistorique dutilisation du compte Malgr cela, Epic Games refuse de me restituer mon compte, affirmant que les informations fournies ne correspondent pas. Pourtant, celles-ci sont exactes et vrifiables.Impact du piratage :Jai perdu laccs mon compte et tous les contenus achets.Mon compte contient des achats, des skins et des progrs significatifs.Un tiers pourrait actuellement utiliser mon compte de manire frauduleuse.Lassistance refuse de me fournir une solution ****** ou alternative.Rsolution demande :Je demande Epic Games de rexaminer ma demande de rcupration de compte, en tenant compte du fait que jai t victime dun piratage, et daccepter les preuves que jai *********** souhaite une rponse rapide et un traitement juste de mon dossier.Merci par avance pour votre aide.Cordialement,
Business response
02/13/2025
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 *********************************************************.

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