ComplaintsforEpic Games, Inc.

• Initial Complaint

  09/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently contacted epic games support about my account that got hacked about two years ago when my email had been hacked so I guess they decided to change my information to my fortnite account and I tried to get it back when it first happened but didn't know what to do but now I'm aware of doing things right and know more about accounts and stuff so could I please reset my email back to **************************. Also the last name i rember having is ************. Lastly when i contacted them they asked for information like original informtion to my old account and which i gave them and they said they couldnt match the information so i told them i could give literally any information they needed to solve my problem and still i dont have my account back so could you please help me or do anything u could possible to help me get my old epic games account back i had spent too much money to lose my account just like that.

  Business 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; ******************************

• Initial Complaint

  09/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently lost access to my Epic Games account. I have spent $2500 on my account and Epic Games won't restore access to my account. I have tried through their customer support but like other users have found. Their customer support really can't do much besides respond with canned answers off of a script. Facts of this situation: 1) The email address on my epic games account was ****************. 2) My ****** address is the same ****************. 3) I have $2500 of transactions made on my epic games account, including my Fortnite Crew subscription which is a monthly subscription, all tied to **************** ****** account 4) I am currently locked out and cannot get into my Epic Account. 5) I do not have access to the $2500 of items I purchased, and I cannot get in to my account to cancel my fortnite crew membership.

  Business 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; ******************************

• Initial Complaint

  09/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is being filed towards Epic games/ Fortnite and their security practices. My 12 year old son's account was hacked and stolen in August. We followed all steps and procedures from epic games to get his account back and they determined that the hacker was the account owner and not us. We have spent hundreds of dollars on this account over the years and my sone has spent over 2,000 hours of gameplay into this game for Epic to just do nothing. They provide no phone contact for their customers to have contact and work with them and have an awful security protection system in place knowing that peoples credit and bank cards are linked to these systems. Their "customer service" is non existent and they show no concern for these type of issues and they run armpit throughout their systems and games.

  Business 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; ******************************

• Initial Complaint

  09/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ok back on July 15th, 2021 my personal bank account was hacked and someone tried taking over $17,000 from my account so my bank stopped all payments and transactions until we could figure out which transactions where truly mine. Well they returned a payment to Epic Games and they shut down my account. I emailed Epic games letting them know what was going on with my account and that I had no control over it right now until they got everything correct. They still shut down my account and wouldn't reopen the account for me. So I lost everything and we are talking about an account that I have spent well over $6,000 on. Then opened a new account and even opened a ******* account so we wouldn't run into this problem. ******* sent the payment back to my bank and now my new account that I have spent even more money on is shut down again and they won't reopen the case. So I've pretty much have lost thousands of dollars.

  Business 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; ******************************

• Initial Complaint

  09/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on sept. 11, 2021,noticed a charge on my cc that i did not authorize. I confirmed with *********/**** account that subscription was cancelled back on 2/1/21. Later that day son tried to log into epic to play fortnite and was told account has been shut down due to suspicious activity. I have tried for days to get phone number to call them but all i get is from account reps by email (name was ******** and ******************* that account cant be reactivated. i asked about transferring the 4 years worth of playing so his levels and all his v buck purchases could be on a new account email but still on same **** account and was told no. If you check on website there is a link to change email addresses associated with the account but we can't log in. 4000 dollars and i should be able to transfer to a new email. one suspicious thing should not shut down account entirely without reaching out to account holder first.

  Business response

  09/20/2021

  Business Response /* (1000, 5, 2021/09/20) */ 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, 2021/09/20) */ Issue Was resolved but it took way too much time and effort to get this resolved appropriately Need to make sure your reps are consistent and not rude and dismissive. For issues like this that are escalated a phone call would have fix the problem.

• Initial Complaint

  09/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a video game add-on through the manufacturer's online store. After purchasing, the add-on could not be applied to my console. I was advised that there is nothing they can/will do, even after contacting them less than an hour after the purchase. There was also no disclaimer during the checkout process that advised that that method of purchase was also incompatible with my system.

  Business response

  09/28/2021

  Business Response /* (1000, 5, 2021/09/20) */ 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, 2021/09/20) */ The company has chosen to take a stance that once you purchase a product from them, that is only maintained by them, that it is a spent item and their hands are tied. This is an invalid stance. If they were to take the stance that once the V-Bucks were purchased through the Playstation store, a system they have no control over, and they are unable to refund due to that, it would make sense. But the items were purchased through the EPIC Games Store, and were automatically applied to a PC profile, when the game is being played as a Playstation player, they have created an environment where they can refuse product and refuse refund. If they do not see the flaw in their system, then I suppose this is where an organization gets so big they can make their own rules, and never have consequences when dealing with commerce "regulated" by our government. Again, this is not an acceptable stance, and next steps will include a complaint with the FTC. Business Response /* (4000, 9, 2021/09/24) */ Any future request can be directed to our Player Support Team by following this link; ******************************

• Initial Complaint

  09/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am trying to delete my account with Epic Games as I no longer want to subscribe or be an account holder. They are refusing to delete my account as I cannot answer their 8 high technical questions (they're requesting IP addresses, transaction codes, etc). I tried to explain I don't know how to use my computer like that but I was told my account cannot be deleted. I tried to contact them again and I have been blocked... I tried emailing other accounts and they blocked me from all email addresses they have. I just want my account deleted.

  Business response

  09/20/2021

  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

  09/22/2021

  This did not happen. They did not reach out to me. No one has contacted me since declining to delete my account, this is an outright lie. They are still refusing to delete my account. I do not want to keep paying fees and being subscribed when I've expressed wanting to delete my account for a month now...
  

  Customer response

  09/22/2021

  I have received their email this afternoon. The situation is resolved

• Initial Complaint

  09/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an account through epic games. They allowed someone to hack my account and refuse to do anything about it. I explained to epic games that the hacker has acces to my e mail and epic account. They keep telling me to send them personal info and I've explained that the hacker will intercept it. They don't care and refuse to do anything to help at all. I deleted my account and they allowed the hacker to re activate the account. They tell me to reach out to yahoo but that's not an option. They have compromised my safety and security and refuse to do anything about it. Bbb please help as this company should not allow this. I've even provided the hackers ip address and name. They just don't care.

  Business response

  09/20/2021

  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

  09/27/2021

  They did not reach out to me. I reached out to them and they told me that I had to give them my ip adress along with a bunch of other sensitive information. When I explained to them that it would be intercepted they said oh well that's our policy we can't do anything. And literally let a hacker have my account. They have never tried to reach out to me once to rectify the situation. That is a lie

  Customer response

  09/28/2021

  No I don't want this case closed. It has not been resolved. There is a hacker that has stolen my account. Is no one gonna do anything about that? And saying to someone I need all your personal info or we can't do anything is completely unacceptable. I can't believe they are getting away with this and y'all are letting them. Is no one reading my actual complaint? They are allowing someone to commit a felony against me and do nothing.

  Business response

  09/28/2021

  Any future request can be directed to our Player Support Team by following this link; *******************************************

• Initial Complaint

  09/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My account was hacked i spoke with a representative who helped me get back online. I violated no rules at all i have it recorded (me playing) the next day 9/7/21 they banned it again i hadn't played it then inactived my account saying it wasn't me even though I sent pics of my id ect.

  Business response

  09/30/2021

  Business Response /* (1000, 7, 2021/09/24) */ 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, 2021/09/27) */ The response was i got my account back, they need to do a better job of securing streamers accounts, I got back all other games as well, totaling over 1000 dollars games such as "**************: *********", "**************". It wasn't just "Fortnite". You locked my entire account and that's ridiculous.

• Initial Complaint

  09/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6 Sep. 2021, I contacted customer support seeking deletion of my account. An agent contacted me to establish I am the account owner. To do this, I was supplied with a set of questions related to my account. I duly replied with full, accurate answers. I also provided multiple screenshots of my account, corroborating the answers I supplied. The agent was not satisfied with my responses and referred my deletion request to another agent. This second agent contacted me and stated my answers were 'insufficient/inaccurate', refused to accept me as the account owner and denied my account deletion request. Despite me repeatedly and consistently pointing out my legitimate account ownership, with supporting screenshot evidence, the agent refuses to act upon my reasonable request for account deletion. We are in deadlock, with no further avenue for resolution offered by the agent. This agent is unreasonably denying me control of my own account.

  Business response

  10/05/2021

  Business Response /* (1000, 7, 2021/09/24) */ 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, 2021/09/24) */ To the Epic Games statement 'We have reached out to the player to address this reported issue within our ticketing system.' I can confirm I've received no further communication from Epic Games to resolve my query, since my last communication to them on Sep. 6 requesting my account be deleted. I can only imagine Epic Games are referring to the fact that I entered into communication with their customer support asking my account be deleted and that they 'reached out' to 'address' my request by denying it. The link they provide is simply a link to their customer support. Epic Games don't seem to understand I contacted BBB due to a failing of their customer support to action my request. Just now I emailed Epic Games using the same ticket reference from my last communication on Sep. 6. I explained I'd contacted BBB and that I wanted my account closed. On sending my email, I received an auto-response telling me I was replying to a 'closed ticket' and to 'reach out' to player support via the Epic Games help link! So, Epic Games have 'resolved' my request by just closing my ticket and leaving me in limbo! They can close my ticket without actually resolving it, but can't close my account. Pathetic. I bet if I tried again asking for my account to be closed, I'd just end up in the same frustrating circle of hell as before! Well, I don't know about you, but I've lost the will to pursue Epic Games further. They're obviously experiencing a connection failure when it comes to customer service and seriously need to reboot their ideas. I suggest you make like Epic Games and just close my ticket! I appreciate your help in trying to fight my corner, but sometimes you just got to admit defeat and throw in the towel... Business Response /* (4000, 11, 2021/09/28) */ 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. ↩