ComplaintsforEpic Games, Inc.
Entertainment
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My son had his gmail account hacked and with that they stole his fortnite account with approx £2000 spent on it , on following all procedures I managed to get the account back, this lasted approximately 7 hours before the account was banned and hardware banned, they won't give a reason why, but say it's for breaking the rules, I can assure you nothing was ever done to breach there rules and can't help but think the person that hacked the account was upset we got the account back and continued to report us to get the account banned. Epic gives you no proof of wrongdoing so your guilty until proven innocent, which is impossible with customer support just replying with generic messages, I feel epic can ban anyone spending money in the hope they continue to spend more money on a new account, the biggest cheats in fortnite are epic themselvesBusiness response
11/02/2021
Business Response /* (1000, 5, 2021/10/21) */ We have reached out to the player to address this reported issue within our ticketing system. Any future request can be directed to our Player Support Team by following this link; ******************************Initial Complaint
10/14/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My Epic Games account got hacked by someone in ******. I know this because my email also got hacked and I got information from Yahoo about it. I contacted Epic Games as soon as I found out, but by then the hacker had changed my account email. I have not made any purchases on the account so I do not have any receipts linked to the account. I have only played Fortnite which is free, so I had no need to enter card info. I contacted customer support and began to email with a "person". Even though I provided all the information except for the non-existant receipt information, I got an email back saying that because I didnt verify all the information needed, they couldnt help me. I have all the emails needed to prove ownership, including an emailed reciept from someone who gifted me a battle pass in game. They wont even try to help or work with me on this issue.Business response
10/21/2021
We have reached out to the player to address this reported issue within our ticketing system.
Any future request can be directed to our Player Support Team by following this link; *******************************************Initial Complaint
10/14/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I feel as though I am being harassed through the game via my connection signal! My internet connection isn't disrupted but the signal in the game is. Also a few times I've filed a complaint through the game while playing the problem went away! Now it will not allow me to report these disruptions at all and they are still occurring now more than they were before! I'd like for the harassment to stop!Business response
11/02/2021
Business Response /* (1000, 5, 2021/10/21) */ We have reached out to the player to address this reported issue within our ticketing system. Any future request can be directed to our Player Support Team by following this link; ******************************Initial Complaint
10/04/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
Epic Games would not give me a refund even though they charged me after I cancelled a subscription I had through them. I kept getting directed to a help article about how to cancel a subscription and nothing more. I cancelled my subscription a week prior to being charged and they would not refund me because what was "purchased" was a consumable item and those cannot be refunded. I feel people should be able to get refunded if Epic charges them after they have cancelled.Business response
11/01/2021
Business Response /* (1000, 7, 2021/10/21) */ We have reached out to the player to address this reported issue within our ticketing system. Any future request can be directed to our Player Support Team by following this link; ****************************** Consumer Response /* (3000, 9, 2021/10/21) */ Business ended up giving me a refundInitial Complaint
10/04/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have an account with epic games, the email address is incorrect. I have written to them via email provided the information they requested to get this corrected. Every single time I submit the information they tell me something is not enough. I think it's a little ridiculous that I have more than prove to them who I am and should have this changed and they refused to do it and keep sending me stock email and blowing me off I'm hoping that you as the Better Business Bureau can help me get the situation rectified for my child and myself thank youBusiness response
10/27/2021
Business Response /* (1000, 5, 2021/10/05) */ We have reached out to the player to address this reported issue within our ticketing system. Any future request can be directed to our Player Support Team by following this link; ****************************** Consumer Response /* (3000, 7, 2021/10/07) */ They reached out on 10/5/21 to tell me that they have not heard from me and closing this request. I cannot get anyone to contact me and when they do, It is to cancel my request. I just want a phone call from a person to help solve my problem.Initial Complaint
10/04/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On August 18th, 2021. I tried to purchase **** vbucks on fortnite through the ********* store. The first 4 times I tried I got an error message on the game saying it could not verify the billing receipt from ********* so I never got the **** vbucks. But ********* still took the money from my bank account. I requested the refunds through ********* and after I got the 4th refund email from them saying my refunds were processed I tried a 5th time 2 1/2 hours after the last refund email to get the **** bucks so I could buy the human bill skin and back bling along with the score card emote all together it cost **** vbucks. I had **** when I started trying to get the other **** vbucks. A few days later when I went onto the game epic had taken back the items and all I was left with was **** vbucks. My original total and I was not given back my money. I have told epic that ********* said they didnt ask for a 5th refund and asked both parties to talk to each other but they refuse. I have pics.Business response
10/05/2021
We have reached out to the player to address this reported issue within our ticketing system.
Any future request can be directed to our Player Support Team by following this link; *******************************************Initial Complaint
10/04/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
My son received multiple Vbucks gift cards for his birthday. We were able to redeem all but two. The codes scratched off on two of the cards. One for $19.99 and the other $31.99. I contacted Epic and they cannot refund without a receipt. These were gifts! I begrudgingly contacted party goers and got some receipts but none of which went with the two cards. I'm happy to send the cards to them and they can check his account to see that he added tons of vbucks all in out day. Please help.Business response
10/21/2021
We have reached out to the player to address this reported issue within our ticketing system.
Any future request can be directed to our Player Support Team by following this link; *******************************************Customer response
10/21/2021
They reached out to me with the same, unhelpful garbage. They need a receipt, which I can't provide because the gift cards were presents. Are they robots? Is Epic run by a bunch of unfeeling, power hungry robots? I'm unsure at this time. Maybe these super awesome gamers could peel themselves away from their games and help make a 9 year old happy. Maybe use a better gift card company, since the number and letters just rub off.Business response
11/01/2021
Any future request can be directed to our Player Support Team by following this link; *******************************************Initial Complaint
10/04/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
MY fortnite account got banned and i was not using it someone in my house did that I put that on my moms life and mine i did not use it for hacks i have a lot of skins there why would i do that so please help me get my fortnite account backBusiness response
10/13/2021
Business Response /* (1000, 5, 2021/10/05) */ We have reached out to the player to address this reported issue within our ticketing system. Any future request can be directed to our Player Support Team by following this link; ****************************** Consumer Response /* (3000, 7, 2021/10/05) */ My fortnite account got banned because someone from my house downloaded hacks why would i hack on ur game please help meInitial Complaint
09/30/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
so i recently got a new computer and my epic account which is linked to my **** account wont let me in even though the email that i am using is the recovery email for the account that i am contacting you with because i don't remember what original one was name of epic id ************* linked **** account ******** recovery email which i can confirm that i am the owner to ***************************** email that i no longer have access to ***************************** i have nearly 1000 spent in fortnite skins for me and my friends on top of that i have bought games like borderlands 3 with all of the season passes and am very upset that i am no longer able to play with my friends.Business response
10/06/2021
Consumer Response /* (2000, 6, 2021/10/04) */ I have resolved this issue myself thanks for taking the time to look at itInitial Complaint
09/29/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
My 12-yr old son purchased a Fortnite Crew subscription with his mom's approval, but he was not aware the sub. would continue charging a monthly fee. I noticed an unauthorized charge on my credit card on 9/21/21, so I contacted Epic Games on 9/21, and they refunded my card $11.99 from the 8/21/21 charge and another $11.99 from the 9/21/21 charge. Epic did not mention that by refunding my card, they would take away anything associated with the sub. including their virtual money (V-bucks). I discussed the situation with my son and received a history of purchases from Epic, and Epic's breakdown shows we shows 950 V-bucks should have been deducted one time (not two). Epic is refusing to process a refund of 950 V-bucks. My son stated he will need to pay $11.99 and $7.99 to get enough V-bucks to make him whole. $8 to a 12 yr. old is a lot of mony.Business response
10/29/2021
Business Response /* (1000, 5, 2021/10/05) */ We have reached out to the player to address this reported issue within our ticketing system. Any future request can be directed to our Player Support Team by following this link; ****************************** Consumer Response /* (3000, 7, 2021/10/05) */ Hello, I never received a response from Epic Games, so I forwarded them the below email again. They have done nothing to resolve my issue except provide false information. My son is missing 950 Vbucks that need to be refunded ASAP. ***** On Tuesday, September 28, 2021, 03:59:32 PM CDT, ********************************* wrote: Hello, I spoke to my son, and he explained his reasoning for purchasing Fortnite Crew when he did. He knew he would receive Battle Passes for both Season 7 and 8 by purchasing it in August. The customer service rep provided me a breakdown of the V-bucks which were incorrectly calculated. Once I explained the error of shorting my son 950 V-bucks, you then sent me a response stating he was charged for two battle passes which I disagree. He barely utilized Season 7's battle pass, but you still shorted him 950 V-bucks. According to the breakdown previously provided, he never received 950 V-bucks on September 21, so you should not have deducted 950 V-bucks when September's Fortnite crew was cancelled. He should currently have 1200 V-bucks in his account. I just purchased the crew subscription for him on September 28, and his V-bucks balance is only 250. Please refund him 950 V-bucks. Here is the breakdown again: on 8/22/2021 he received the 1000 VBucks and 950 Vbucks for Fornite crew that makes his total Vbucks 3100 Then he purchase Hey Now on 8/22/2021 for 500 Vbucks Get Schwifty for 500. Then on 8/29/2021 he purchased Hit It for 500 Vbucks and Savage for 500 Vbucks that will make his Vbucks a total of 1100 hen he got another 100 Vbucks for free that will make his VBucks a total of 1200. Then because you have cancelled your subscription on for the month of August the 1950 Vbucks will now be removed. So 1200 Vbucks minus the 1950 Vbucks will make his Vbucks negative 750 then he got 1000 Vbucks for the month of September that will make his Vbucks total of 250Vbucks then because you have also cancelled the September crew pack those from the pack will be removed from the account. There was rollback amounting 1000 Vbucks . So the nagative 750 Vbucks and negative 950 Vbucks that will make his VBucks negative 1700. Thanks, ***** Business Response /* (4000, 16, 2021/10/15) */ Any future request can be directed to our Player Support Team by following this link; ******************************
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
730 total complaints in the last 3 years.
353 complaints closed in the last 12 months.