ComplaintsforEpic Games, Inc.
Entertainment
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Complaint Details
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Initial Complaint
07/02/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have tried to get into my epic games account over and over. You cant call them you cant just chat with them anymore and if you email them they blow you off. When I try to sign in it says account is inactive, but I know its not because it works on my switch just fine. I just cant log in to the web aspect. But when I emailed them that just said they were unable to verify the account. Everything is already verified on my end and I cant get any more information from them about the topic. *** spent hundreds of dollars on that account. I would either like access back to the account or restitution.Business response
07/08/2024
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
07/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
From June 30th and July 1st, I have been contacting Epic Games in order to recover an account that was hacked just recently without warning. I have been brushed aside with no way for me to receive the necessary support I need. The section of the support system that provides help for my situation is vague and unhelpful. When I give them the information they require from me, they still say repeatedly that I have not given them enough information without any elaboration on what I may be missing, and instead closes the investigation despite admitting that the account has suspicious behavior. Additionally, the two factor authentication that is used on Epic Games does not under any circumstance work towards preventing a hacker from changing the email on the account with any sort of verification that the user who is changing the email is the original account holder. This is a huge issue with account security, and every support agent I got ahold of never acknowledged this extreme issue.The phone support system is additionally nonexistent as it plays a prerecorded voice message referring to the website link that is redundant, and does not assist with my issue.Business response
07/08/2024
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
07/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I invested thousands of dollars in Fornite to reach Elite status on 6/28/24 and on that very day they banned my account and PC hardware accusing me of cheating without an explanation and only referred me to their code of conduct link for cheating. They claim they cant divulge what I did specifically that violates their code for their security measures. I am requesting to know specifically what action or behavior did they find and a copy of that documentation from Epic Games to substantiate the permanent ban, because as a result of this ban I have lost thousands of dollars and time. I went on line and all forums are saying this is a common practice of Epic Gsme.Business response
07/08/2024
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
06/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I'm not able to get into my Fortnite account and I spent alot of money on it When I emailed epic games for help they refuse to help me. I still have access to the epic game account but the 2FA for the email not working My email for the account is ************************ and ive gone by the name mawt for almost 7 years . That is proof that the account belongs to me, being that that's my name use on most of my socials, including my twitch where stream the game. My account also helps me with my job.Business response
06/28/2024
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
06/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
In April 2024 I purchased a cosmetic bundle for this game called Mystbloom. Fast forward to today, the bundle is no longer on my account, and any record of me owning the bundle is no longer on my account. They ask me for a transaction ID. How could I possibly provide this if the info was erased from my account? They tried telling me that maybe I purchased it on another account, when I've never owned or played on any other account. They deny me having owned the bundle. They stole my money.Initial Complaint
06/17/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
My Epic account was compromised on June 9, 2024 when I received an email saying the email for my account had been changed and that if it was not me that made this request to contact the company immediately. Shortly after I received this email, I contacted Epic Player Support. Attached are the emails through various tickets that no course of action can be done due to security reasons. I kept creating tickets to aid in getting a resolution as my account had been hacked and Epic was not helping me. Several tickets later, I received an ounce of support from Epic that this was going to be investigated and they needed to verify the initial email the account was made under. I received this email and verified my account and continued with the steps asked by Epic. After spending valuable time combing through transaction histories over the past 4 years across various platforms, I was able to gather all the information Epic requested to verify that I am the original owner of this account, however, I was met with this same vague response that nothing can be done. I even requested a refund if returning my account was not possible, they denied this request even though this account has spent at least hundreds of dollars throughout the years on Epic games. Epic is rewarding the hacker at this point and not even willing to do anything to help the victim of this situation, me. I do not know what else I could possibly use to prove to them that I am the owner of this account and if only there initial account security was as secure as trying to recover my account then maybe my account wouldn't had been compromised.Business response
06/19/2024
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
06/14/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Payed for in game purchases and they didnt show up. Constantly encountered things of this nature and now Id like a full refund on my account and to start over.Business response
06/14/2024
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 response
06/14/2024
Complaint: 21848839
I am rejecting this response because: Since 2017 Ive been playing the game and paying for ***** almost every month to get skins for me and my kids. Then theyre gone or not present or unable to be used. Im sick of it. This isnt right to take money from a disabled war veteran and his kids just so your company can make money. Its not the American way!
Respectfully,
************************************** or 7846
Business response
06/19/2024
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 *******************************************Initial Complaint
06/12/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On May 26, 2024, my sons Epic Games account got hacked. He received an email from Epic Games stating that he had changed his account email. He had NOT changed the email on his account. When he tried to click on the link to contact them to report this, he was directed to log in (which he couldnt given that they had changed his email address). I have emailed the support email twice with no response (not even a canned we have received your email). We were able to see his account information and can see the email that it was changed to and it appears to be a Russian hacker email. We would like to have them remove this email and change it back to his real email as well as add protection to all of their platforms to avoid this, as it is very common on their gaming site (and it appears they do little to nothing to fix these hacking incidences).Business response
06/14/2024
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 response
06/18/2024
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
06/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hello, I purchased a game from Epic Games (Avatar), and the game would not work properly and not let me out of the beginning area. Epic did not inform me that the game was non-refundable. I tried to request a refund and was denied due to them saying that I played it for more than two hours. I had the game on after updates so it was on a loading screen. They can check my progress with the achievements tracker and see that I did not get through the initial area. My girlfriend bought the game on her higher end PC (we both have high end PCs) and it kept crashing for her.Business response
06/14/2024
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
06/10/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I requested my account to be deleted and I was told that it would take 14 days to complete. On the 14th day I got an email stating that my account would be deleted within 24 hours and that was on 6/5/2024 and it is now 6/10/2024 and my account is still availableBusiness response
06/14/2024
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
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Customer Complaints Summary
716 total complaints in the last 3 years.
333 complaints closed in the last 12 months.