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Initial Complaint
02/07/2025
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My epic games account was hacked/stolen and the email was changed on February 2, 2024. I no longer have access to my account. I request that epic games assist me in getting my account back as I am the rightful owner of the account. I am attaching invoices I have for games purchased on the account as well as the very first email I have with epic games welcoming me to Fortnite on 03/22/2018. I still have access to the creation email used to create my epic account. If needed I also have proof of the days my twitch, ********, ******* steam and Lego accounts were connect to my epic games account. I am requesting that **** contact me to help me get ownership of my account. My last known username on the account was BIRD_Sage and I am also able to provide proof of my original username which is different from my last known username.
Customer response
02/10/2025

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.
Hello, I filed a complaint (complaint #********)
against epic games but I am reaching out bc my issue was resolved with epic games on Saturday so I would like to close the complaint.

Thank you,
******* ***
Initial Complaint
02/07/2025
Complaint Type:
Sales and Advertising 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.
I have been using Epic Games services since late 2019. I have also been purchasing content on one of their games called Fortnite. On ******** I purchase a digital currency (vbucks) to get other items. That's just the background of it. Now last year my account was comprised by someone unknown and this is where the problem starts. I simply contact Epic Games about this issue and after countless requests they won't help me get my account back. This means all the money and time I spent on that account is gone and they won't allow me to get it back. I have spent HUNDREDS of dollars on this game NOT ACCOUNTING THE MONEY MY PARENTS SPENT ON CHRISTMAS OR OTHER HOLIDAYS. They use a bot automated recovery process which has an extreme amount of flaws. One of the first questions is that they ask for the original email of the account. I put in the creation email and they still deny my creator verification. I even have proof of the email they sent fo verify my account. They also ask for receipts. I have multiple receipts from where I bought on Xbox Live and yet they still continue to deny. Request after request Epic Games Support Employees still show their incompetence. I tried to use live chat and it's as if I'm talking to an AI. Why should I suffer because of their weak security? Why should my money go to their company if they can't even assure the protection of players data. I have seen this proboem with multiple people across the internet where their accounts get stolen and Epic Games refuses to help them. I'm not immediately asking for a refund I ask for a REAL Epic Games employee to give my account, that I spent hundreds of dollars on back to me. If they fail to do that then I demand a refund. I did not want to file a BBB complaint, but I'm afraid I have to. I'll provide a few payments I've made through xbox and my epic games account ID and my original email address for the account which is *************************
Business response
02/13/2025
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
Initial Complaint
02/06/2025
Complaint Type:
Sales and Advertising 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.
I went to log into my epic games account on Fortnite via my PlayStation on February 5th sometime around 7pm and got met with a account linking request, I linked my account again to my email I used previously ********************* and logged into my account on Fortnite to find all my in game purchases gone and my account reset to level 1 and set to a new player id. I later checked my email and found 2 emails sent in another language on February 4th at 6:05pm by a fake user impersonating ********************** showing that my email got changed and my account removed and switched to another email address, under the username name of Sebuss_s and shown that it was an Xbox account, I realized my account had gotten hacked and stolen from me and Im very upset with epic for allowing this to happen through their security protocols they have in place to prevent issues such as this, I sent epic a request to retrieve my account and I havent received any notice back from them regarding this issue, I would greatly appreciate getting this resolved and me have access to my stolen account again, I have had it since 2018 and can provide proof and have made many purchases on their game and I can also provide proof of that as well I would just like to get this resolved and hope something like this cant happen again
Business response
02/12/2025
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
Initial Complaint
02/06/2025
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My account got hacked on January 22 i have tried 2 times so far with the recovery request system filling out every information possible I have provided information that only the epic games team can see that isn't listed in my account pdf such as the fact i have merged my account with an alt of mine back in ********* when merging accounts was out I have spent a lot of money buying skins battle passes packs etc even bought a few consoles for their exclusives And so far i have been denied both attempts at getting my account back Also their recovery system is so flawed that if someone gets their account taken and the compromiser sends a recovery request on that *** with purposefully wrong information you are blocked from sending your own recovery request
Business response
02/12/2025
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
02/12/2025

Complaint: 22906254

I am rejecting this response because: the resolution settlement i forgot to mention is that i would like to have my account restored back to my creation email i can verify that i am the creator of the account if you guys send me a verification link or what not

Sincerely,

******* ****
Business response
02/13/2025
Thank you for your patience. It can take our team 5-7 days to review your complaint and respond.
Customer response
02/13/2025

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. As long as i get my ******** account back

Sincerely,

******* ****
Initial Complaint
02/06/2025
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.
Epic games has denied to recover my account that I lost access to. I had a PlayStation that I frequently played Fortnite on (an Epic Games game). I spent a lot of time and money on this game from *********. Almost all of all of that money was spent in the form of PlayStation gift cards because my parents at the time didnt allow me to link my card information. Long story short I lost my PlayStation, but I still have my login info. I tried to link my account to my new ********************** account and it says it is already linked to another account. I have requested several times to unlink it from the other account or to gain access to that epic account my ps4 was linked to. They have denied me several times, with very little explanation. I have provided PlayStation account information, previous usernames, ip addresses, physical address, transaction receipts, account purchases, dates I got the game, previous emails and passwords etc. but they always deny and tell me it isnt enough info. No elaboration. I have even asked them to send me a list of everything they want from me so I can do my best to get it. But the last time I played on that account was 5 years ago and I dont remember much. I have passwords, emails, and access to my ps4 account, yet no ps4. And they refuse to recover my epic games account linked to that ps4 account.
Business response
02/12/2025
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
02/12/2025

Complaint: 22906246

I am rejecting this response because:

I will just provide the epic games email account. There is no reason I should have to address this from an entirely new epic games ticket when I have submitted several and got no where. Please open a ticket on my account: *****************************
I have several tickets already created and closed on that gmail I provided. I would like for you to message me there.

Sincerely,

****** *******
Business response
02/13/2025
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 *******************************************
Initial Complaint
02/05/2025
Complaint Type:
Billing 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.
Hello, Im facing a heartbreaking problem of my Epic Games account being stolen by hackers. Ive been contacting they support, but they dont show slighty will of actualy helping. They denied my account recovery three times from now (Its know that they system is rejecting people request without any reason, many customers faced this problem) I feel helpless as Epic Games threats my account as they own good regardless of amount of money I put into their company. I have every valid information needed to process the recovery of account, every purchase confirmation as I can access every email that had been connected to account. I look forward to accessing my account again with ******************** help. I will send any information about account if needed ( i will uploud a few)
Business response
02/12/2025
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
02/12/2025

Complaint: 22903849

I am rejecting this response because:
Ive already contacted Epic Games via support and I want Epic Games to contact me directly or send me recovery email to my adress **********************************
Sincerely,

*** *******
Business response
02/13/2025
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 *******************************************
Initial Complaint
02/05/2025
Complaint Type:
Customer Service 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.
My account got stolen I contacted them three times and they always reply by we couldnt verify you are the owner while im the owner
Business response
02/12/2025
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
02/12/2025

Complaint: 22902904

I am rejecting this response because:i contacted them through their support but they just wont help nor return a human response the first mail and the details of creation are from 7 years ago i made that account when i was little in age and i lost that email although i gave them all the informations related with the account even i went out to find my old ip address that i used to play on but they just neglected everything and just gave my account which i spent everything on it to someone else

Sincerely,

Ayoub Belgacemi
Business response
02/13/2025
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 *******************************************
Initial Complaint
02/05/2025
Complaint Type:
Product 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.
I am reaching out once again regarding my Epic Games account, which was hacked like two months ago. The hacker changed the email associated with my account, preventing me from accessing it. Since then, I have been in contact with your support team multiple times, providing all necessary proof of ownership, but I have yet to receive any effective assistance.Despite my repeated attempts to resolve this issue, my case seems to be ignored or delayed indefinitely. This is extremely frustrating, as I have spent both time and money on this account, and I expect a resolution as soon as possible.Please escalate my case to a higher level of support and restore my access immediately.
Business response
02/12/2025
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 *********************************************************.
Initial Complaint
02/05/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I so my fortnite/epic games account has been deactivated for around 4-5 years now and for the last 4-5 years Ive been trying to get it back. They dont listen and I give them all the information I could possibly give and to be honest Im sick of it. This is going straight to claims court if it is not reactivated soon.
Business response
02/12/2025
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
02/12/2025

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,

**** Bentouil
Initial Complaint
02/05/2025
Complaint Type:
Product 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.
I was hacked on 12/17/24 by an unknown hacker that I still have not received a response from their support team even though I have given them more than enough information to prove that I am the owner, I have sent two complains about this, one on 12/26/24 and one on 1/14/25 still with no response. Below is my entire complaint with the information provided. Minus the urls for an image but I did attach it.Dear Epic Games,Hello Epic Games My account has been hacked by an anonymous email named ****************** changed my email without my consent from ******************** and I cant access my account I am unable to receive codes sent from Epic Games help center because of this I can not enable 2FA via email I really need help. they sold my account to someone already the person they sold it to plays on PlayStation and their display name is shahrad_mooz their PlayStation gamer tag is shahrad_mooz My account details are: My original username used to create my epic account- *************** My login *********************************** My linked accounts Twitch- blackpanther8 Xbox Live- VoidedPanther36 Gmail username- ******************** I want you to revert the changes and give me access to my account I have grinded day and night to collect the cosmetics please help me. Below are my linked account screenshots as well as invoices from Xbox proving my ownership. I have been sure to add in the last 4 digits on the card used in the last image as well as order numbers on all of the other invoice images (URLs 3,4,5). The first 2 Image URLs are the linked account screenshots.And my most recent order number from ********* is- order #- ********** from 3/13/2024 Below are the screenshots in URL Format:******************************************************************************************************************************************************************************************
Business response
02/12/2025
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

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