Important information
- Customer Complaint:BBB had previously identified a no address
of complaints concerning customer service issues. The company discussed with BBB in October 2008 ways to correct the cause of the customer complaints. Complaints have decreased in volume since the meeting.
Complaints
Customer Complaints Summary
- 25 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:07/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing this complaint due to an unexpected and unexplained global ban issued against my account while using *********************** game Dune: Awakening. On July 9th 2025, I left the game idle on the main menu for a short time, and upon returning, I was met with a "Global Ban" error message with codes 7506cc and H74. Since then, I have lost all access to my account and game data.I have invested hundreds of hours into this game and have never, at any point, engaged in cheating, exploitation, or the use of unauthorized third-party tools. I play regularly on ****** GeForce NOW and occasionally on my personal PC, which only has Steam and Discord installed. I use no modding tools, no cheat software, and have no suspicious background applications or modified game files. My antivirus and system settings are standard and up to date.During the session leading up to the ban, I experienced multiple crashes on the world map and frequent disconnectsparticularly while using GeForce NOW, which often suffers from extreme lag and latency spikes. I strongly believe that these technical issues may have triggered a false positive in Funcoms anti-cheat system, which led to the ban.I attempted to contact Funcom support, but there has been no clear explanation, communication, or resolution provided. I have been left without access to my account, despite having paid for and spent a significant amount of time in the game. I find this unacceptable from a consumer rights standpoint.I am requesting the following:A full investigation and reversal of the unjust ban.Restoration of my access to the game and account.An explanation from Funcom regarding what specifically triggered the ban.A review of their automated ban system, especially with respect to users playing via platforms like GeForce NOW, where technical instability may result in false flags.This situation has caused significant frustration and concern. I am simply asking for my access to be restored.Linked Steam Name vajgerganesa
Business Response
Date: 07/28/2025
My apologies for your disappointment. I will forward your report to our tech team. Have you reached out to customer service yet?Initial Complaint
Date:07/03/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The developers of Dune:Awakening are false advertising their game's content. They changed the product to become something else besides what they marketed it as. In this video game once you get to a certain point you were supposed to be able to go to a area called "The Deep Desert" in the video game where there was nothing but player versus player interaction. They essentially did a metaphorical "rug pull". They completely changed the game differently than how they marketed it. The end of the game's "Deep Desert" is no longer only player versus player interactions, it is now player versus environment. Essentially offering in game items that were only previously available to people who played the player versus player content. It is now obtainable by not only people who play player versus player, but now people who play only against non player characters. The game was marketed for players to play only pvp at the end of the game. It is now currently not that anymore, and they are currently committing actions taking out the player versus player interactions even more. Here is a link to the current marketing: ****************************Business Response
Date: 07/08/2025
Hello! My apologies that you are disappointed in your game experience. Please seek out a refund through the retailer that you purchased the game from, as we have no record of your purchase through our system. Thank you for your understanding.Customer Answer
Date: 07/08/2025
Complaint: 23550748
I am rejecting this response because:
What you are currently doing is against the law under the ************************ (***) Act (5): Prohibits unfair or deceptive acts or practices in or affecting commerce. The *** can fine or order businesses to stop false ads.
My transaction IDs with steam are
Transaction ID: ******************
Transaction ID: ******************
Transaction ID: ******************
Please refund my transactions immediately.
Sincerely,
***** ******Business Response
Date: 07/10/2025
Were sorry to hear about your disappointment with your experience in our game. However, were unable to issue a refund for purchases made through Steam, as we are not affiliated with their billing system.
For assistance with refunds or billing inquiries, we recommend reaching out directly to Steam Support, as they manage all transactions on their platform.Customer Answer
Date: 07/11/2025
Complaint: 23550748
I am rejecting this response because:
You can manually refund my purchase by officially contacting Steam Support and authorize refunds, as *************** did for Batman Arkham Knight.
Sincerely,
***** ******Initial Complaint
Date:06/26/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The latest game they released Dune awakening was promised to be completely playable solo and all resources to develop your character was promised to be collected in a safe player vs environment zone free of player vs player interaction and the executive producer ***** ****** even publicly made fun of pve player base saying for the players to scared to play pvp they would not have to but we do have to this company false advertised there game to drive up sales and hid that fact that players are forced to compete for in game items in a pvp area until the player has played to many hours to claim a refund there by stealing our money with no recourse all is provable with simple ****** searches and a ******* video of them saying the game is completely playable without participation in pvpBusiness Response
Date: 07/02/2025
Hello! Our apologies the game isn't as you expected it to be. Unfortunately it appears your purchase was through "Steam?" If so you will need to reach out to their support team in regards to any possibility of a refund.Initial Complaint
Date:06/25/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Funcom advertised the game as being PVE with a PVP end game area. They are now changing the endgame zone to be 60% PVE with a 40% PVP zone all the way on the far side of the map. I bought this game under the premise that endgame would be 90% PVP as previously states. This is by definition FALSE MARKETING, they lied to make more sales and now they are preforming a bait and switch. It should be noted 95% of the game is already PVE, after this change it will be 99% PVE. I would have never bought this game, let alone the ultimate edition had I know from the beginning that this would be the case. I want my $100 back as a result, I'm not supporting any company that tries to manipulate players into spending money on something they don't want. They are also basing these changes off of 17% of the playerbase input. The resaon its 17% is that's how many people have the achivement unlocked for visiting the endgame location 1 time. This is a gross example of mismangement and false advertisement. Give me my money back so I can go spend it at honest businesses.Business Response
Date: 07/02/2025
Hello! My apologies you are disappointed in how your experience is going. I tried to look up your account to verify your information but unfortunately you are not in our system under the information you've provided here. Have you tried reaching out to customer support?Initial Complaint
Date:04/24/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
03-29-2025 I paid to upgrade my free account to a premium account with a 3 month recurring subscription. Less than an hour after the transaction cleared my bank the account was frozen (There is a successful payment made listed on my account on their account page). I filed an email with their "customer service help and support" system almost 30 days ago and have received no response, except an automated one, and twice now a second attempt has popped up to try and re-sub for a second 3 month subscription when I haven't even received the service that they have already taken the money for. Attached are two screenshots of my account page available for the Funcom staffBusiness Response
Date: 04/28/2025
Hello!
Please check your account now, it should be fixed. Sorry for any troubles you experienced.
Customer Answer
Date: 04/29/2025
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
Date:02/19/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a premium membership on 1/23/2025 for $12.99, my account is still in its original F2P mode and the premium service i paid for has not bene provided.. The money was debited from my account the same day. I opened a help ticket on 1/27/2025 #******* but as of today 2/18/2025 i have not received any correspondence from Funcom other than the original automated email stating i have an open ticket. I am very unhappy that its taken this long for a company to respond to a matter like this. This is about money and not providing a service. Just need other people to be aware of this company, they can take your money, not provide you with your product and not care at.Business Response
Date: 03/03/2025
Hello! Looks like your account is credited for playtime properly and you're able to play. My apologies for any frustration or confusion. Please email customer support if you have any further questions or concerns.Customer Answer
Date: 03/04/2025
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
Date:01/03/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have played Age of ***** since 2008 I actually have 3 accounts. Many times all 3 have been subbed I paid for a subscription to Age of ***** on my oldest account and had multiple funcom points and it and some on other account . November 27, 2024 I was attempting to log in for a raid and found all 3 of my accounts banned. No explanation was given. No payment errors were shown. I have never done anything to be warned, or banned in game. I sent tickets for each account . #******* is my oldest account The other tickets for the other 2 accounts are #******* and #******* I have done nothing to warrant a ban and now a sub I paid for has been allowed to run out because of this ban and also lost points I paid for. I feel like years of money spent has been stolen from me without explanation. I have waited for a response and none was forthcoming and now i feel like since the sub has run out Funcom will not be bothered to answer me at all and it has been over a month They should not be allowed to get away with such actions. When you pay a company for a service they should provide it for you and not just take from you what you have purchased over 14 years for no explanationBusiness Response
Date: 01/06/2025
Thank you for contacting us. Upon looking into your situation, I found that you currently have an active ticket with our customer support regarding your account status. Please continue to reach out and speak with your support contact for any further information and or help.
Business Response
Date: 01/16/2025
Our apologies for your frustration. It looks like you have an active ticket with our customer support team. That ticket should be able to explain your situation in full to you regarding the decision to close your accounts. If you have any further questions, please feel free to respond further to the current customer support person who is already helping you with your situation.Initial Complaint
Date:09/16/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 9/11/2024 I paid for a 1 Month Premium Membership (subscription) for Funcoms MMORPG Age of ***** (Payment-ID: ********** but they failed to deliver the subscriber benefits. Account Type still says "Non Member". I opened a ticket (#*******) and they said they would get back to me. It has been 5 days and counting. They still haven't delivered my service or responded to the open ticket. I would like my account updated to receive the service paid for and for the 1 month membership period to start on the date this matter is resolved.Business Response
Date: 09/17/2024
Our apologies for any delay you experienced but it appears that your purchases have all cleared now.Customer Answer
Date: 09/17/2024
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.Initial Complaint
Date:07/11/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On july 8 2024, we had a disagreement with people with played the game conan exiles pve-c mode. Therefore we were pvp against due to the over excessive building the area creates a lot of lag which on the date of the issue i reported to game crash a couple time due to the lag..when fighting i fell in a opponent team building called fob.. when fighting in there due to the lag i kept disappearing every time i rolled.. one of the other team reported me claiming i was cheating and sent a video to the company funcom they banned my account permanently didnt even bother investigating just assumed.. and they are gonna say yes we investigated.. dude im a 40yr old *** just trying to relax after work with friends.. thats fine if you want you dnt want me to play the game bit all the money i put into that game i want full refunds or i will seek legal assistance there is money involve. I bare know how to play a game and they are trying to say used third party whatever to cheat leave that to the youngsters they are more tek.- sabiBusiness Response
Date: 07/16/2024
Good Evening,
Please reach out to the subscription service provider that you use to pay for your Conan Exiles refund questions.
My apologies for any frustration you experience in the meantime.
Initial Complaint
Date:03/28/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have tried to pay for a account about a month ago. They took the money from my credit card and then banned /frozen the account. I have no idea why. I have tried sending a ticket to customer service and have gotten no help. I want them to take the banned /frozen off or refund my money. I don't want to wait another month and then have to pay for the account again. This isn't the first time FUNCOM has done this to me. Poor customer service after point of sale. I wish there was more I could do about this besides complain because it seems they just keep doing the same thing over and over to people. If FUNCOM cant offer services after point of sale they shouldn't be offering services to begin with. Just the fact that I have to take the time and BEG for either the services or my money back is a DISGRACE!Business Response
Date: 03/28/2024
My apologies for the trouble.
It appears that you had a failed purchase that blocked your account from last month. I've removed that for you and you're all set now.
Customer Answer
Date: 03/30/2024
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,
*********************
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