This business is not BBB accredited.

Valve Corporation

Additional Locations

Fax: (425) 827-4843 View Additional Phone Numbers 10900 NE 4th St Ste 500, Bellevue, WA 98004 http://www.steampowered.com View Additional Web Addresses


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Description

This company offers computer games.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Valve Corporation include:

  • 861 complaint(s) filed against business
  • Failure to respond to 766 complaint(s) filed against business
  • 6 complaint(s) filed against business that were not resolved
  • Business has failed to resolve underlying cause(s) of a pattern of complaints

Factors that raised the rating for Valve Corporation include:

  • Length of time business has been operating


Customer Complaints Summary Read complaint details

861 complaints closed with BBB in last 3 years | 308 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 57
Billing/Collection Issues 134
Delivery Issues 23
Guarantee/Warranty Issues 1
Problems with Product/Service 646
Total Closed Complaints 861

Additional Complaint Information

On June 25, 2013, BBB recognized a pattern of complaints from consumers regarding product, service and customer service issues. Consumers allege the games they purchase from Valve Corporation or Steam malfunction, do not work or have an invalid CD key. Consumers also claim the company blocks users from accessing their library of games. Consumers further allege they attempt to contact the company for assistance, but Valve Corporation fails to correct the gaming issues, does not correct credit card charges or issue a refund, or does not respond at all.

On July 1, 2013, BBB notified the company of the complaint pattern. To date, the company has not responded to BBB's request to address the pattern.

BBB encourages consumers to carefully review the terms and conditions of the products or services offered by any company prior to purchase.

Customer Reviews Summary Read customer reviews

97 Customer Reviews on Valve Corporation
Customer Experience Total Customer Reviews
Positive Experience 16
Neutral Experience 3
Negative Experience 78
Total Customer Reviews 97

Additional Information

BBB file opened: March 26, 2003 Business started: 01/01/1998 Business started locally: 01/01/1998 Business incorporated 04/25/2003 in WA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Washington Secretary of State Corporations Division
801 Capitol Way S, Olympia WA 98504
http://www.secstate.wa.gov/corps
Phone Number: (360) 725-0377
corps@sos.wa.gov

Type of Entity

Corporation

Business Management
Lainey Margheim, Manager Mr. Gabe Newell, President
Contact Information
Principal: Lainey Margheim, Manager
Principal: Mr. Gabe Newell, President
Business Category

Computer Software Publishers & Developers Internet Services Internet Gaming Games & Supplies Video Games - Dealers

Alternate Business Names
Steam Steam Games SteamPowered.com Valve Software

Customer Review Rating plus BBB Rating Summary

Valve Corporation has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of F.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    10500 NE 8th St Ste 1000

    Bellevue, WA 98004

  • THIS LOCATION IS NOT BBB ACCREDITED

    10900 NE 4th St Ste 500

    Bellevue, WA 98004

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 1688

    Bellevue, WA 98009

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The problem with this company is the customer service response time and quality. My account was locked out due the companies automated system believing that I was a different person trying to gain access to my account. I understand these precautions. However, the issue here is that my account has remained locked for 5 days now (and some people report this can take months). Basically, I purchased a product. An automated security system accidentally locked me out. Customer service is so slow and incompetent that they are unable to unlock my account and allow me to use the service I paid for, for weeks and possibly months,. In essence, this company refuses to release to me the goods that I purchased due to an automated security lockout which they are unwilling or unable to resolve.

Desired Settlement: I want personal contact by this business to show that they actually care about their customers and can resolve this situation immediately, as it should be.

6/29/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently noticed two transactions on my bank account coming from steampowered which is apparently a company under Valve Coorporation. These are fraudulent charges totaling over $500.00. This happened about 8 months ago and was several charges totaling over $1000.00. Thankfully my bank resolved the debit issue and credited the fraudulent charges back to my account. However, this was a lengthy process and did cause quite a financial stress. There doesn't seem to be any way to contact a 'real' person working at this business. I find it very suspicious that not only was my new debit card hacked again, but by the same company! There is obviously something very unethical going on with this company. Steampowered seems to be some sort of on line game company. I am not familiar with on line games and have never played them. I will be pursuing legal action against this company if possible.

6/28/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Valve sells a product to me in Norway. in norway we are protected by the ECC consumer law. that states if a digital product is broken and i cant use it ETC play. and that problem ocurs before 6 months have passed i am entitled to a refund if the producers wont fix it. the producers of the company wont fix it cause they are making another game. i contacted the ECC and they said i was fully entitled to a refund. But Valve refuses to give me a refund. they say i have played it for over 2 hours so i am not entitled. ECC says nomather how long i have played it i have the right to a refund if the game is broken due to our sales laws. Valve refuses to give a refund i have even Sent them emails contacted them with the Sales laws from ECC that shows i am entitled to a refund i have even linked them to the Site where it says the digital goods needs to be working. they just close the case and wont do a thing about it. they claim company polies goes over the ECC laws. and that i have signed away my rights. (wich i cant do due to thats not alowed in ECC) The norwegian and European customer services told me to contact BBB. the consumer law clearly states i am entitled to the refund Under the Sale of Goods and Associated Guarantees Directive 99/44/EC is the law

Desired Settlement: to get a refund and for Valve to follow the Sales laws of the areas they trade. trading in a ECC country demands they need to follow those sett of sales laws.

6/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a steam gift card, and when I pulled the tape off the back to get the code to use it, the number came off. I contacted steam and they said I needed to upload a picture of the card onto their site. I tried more than a dozen times and but each time their server failed and it would not load. I contacted them four more times to tell them of the problem and asked for an email address to send my photo. They have refused, each time telling me I need to upload the photo onto their site. I need a way to send the photo to them and they need to provide the code for the $50 gift card, so my son can use it.

Desired Settlement: I want a new code that works for the $50 steam gift card. I am happy to email them the photo but they need to provide me with an email address to do so.

6/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a game from their online store and proceeded to download it. When I tried to play it, it took 4 hours to load and then crashed immediately. Tried uninstalling and reinstalling and it didn't fix the issue. Therefore, I requested a refund for the game. Their refund policy states that a claim can be made if the purchase was within 14 days and has less than 2 hours played. Well since they count loading as "playtime", and the game took 4 hours initially to start, they are denying my refund request. I haven't even been able to play the game, yet I allegedly have 6 hours and 35 minutes of "playtime".

Desired Settlement: I wish to receive my money back for the purchase.

6/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a game using the service, and the product is flagrantly defective and not working. I spent some time browsing forums to fix it, using up the very stingy grace period for a refund. I was not able to resolve the issue, because apparently the Steam version of the game is simply badly adapted. I requested a refund, but they point-blank hands-down don't offer any resolution, sticking to their ironclad 2 hour game-play refund policy. This is unacceptable considering the fact the game is simply defective, and they are selling and forcing a defective product.

Desired Settlement: I should be given store credit to get a game that works.

6/18/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Valve Corporation's Steam product has refused to offer a refund for a product that was purchased due to incorrect information provided to them by their own broken software. In essence, the company sold bad software and then on the basis of incorrect information provided by that same broken software are refusing to provide a refund. The customer service structures of the company have automatically rejected any of my requests for a refund or review of the decision and have not addressed any of the substantive arguments, information, and evidence that I have provided to prove that their system is providing incorrect information. I have lodged a complaint to get a refund through PayPal (the payment intermediary that was used to purchase the software) and because of this the company has slanderously accused me of Chargeback fraud.

Desired Settlement: I simply want a refund for the purchase, an apology from the company for slandering me, and some sort of remuneration for the delays and lack of support from the customer service team.

6/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought the pip boy edition of fallout 4 and seem to have ran into the worst luck, the code included with the game has supposedly already been redeemed, despite it being in a sealed case. My assumption is someone got lucky and guessed a code to use and redeemed mine. This was 7 months ago, and it is still unresolved by every person I have been told to talk to. I tried again today and both Bethesda and Steam have refused to help me. so today I come to you to beg for your help in this matter, I purchased a limited edition special game for $120+ only to open the sealed container and find that the CD key was already used, that's understandable as it was a well sought after game, so it was likely someone using key generation to steal the game, what isn't understandable is the game platform AND game maker refusing to fix the problem.

Desired Settlement: at this point, I have been trying to get this fixed for 7 months, so I would like some small compensation in addition to having them fix the problem. I want a new WORKING CD key for fallout 4, the game I bought 7 months ago, and as compensation, I request the season pass as well. I hate that it has come to this, as I was a huge fan of both Bethesda and steam for years.

6/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am trying to get help with a product that they sell and they still haven't gotten back to me in over a week. I have been trying to get someone to talk to me either though steam support or twitter or facebook. The issue is getting a support member to talk to me.

Desired Settlement: I would like to have the company call me and get this issue fixed immediately. I am tired of the cat mouse games.

6/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased 3 items to help my daughter do an anime project. Face rig 14.99, Face rig pro update, 69.99, and an anime character app, 3.99 on 5/19/16 to help my 12 year old do an anime project, comic for her class. The software and program never properly worked, their are parts of the program that was never downloaded or available in the files. She tried to make her background a costumized background for the anime character. We followed directions on their website and realized we did not have the files needed under the program. The parts she made would not save nor would pictures or videos produce. I put in a service help. I received no response. I searched for a telephone number there is none listed and no help for their program. I put in for a refund after searching I tube and their site for help. I had 14 days to get a refund. I requested on 5/25/2016. After not get any response to my help email. I get a response to my refund the same day, an email saying I can't get a refund because I used the program for over 2 hours. I used the program trying to get it to work. I used their help suggestions to try and get it going properly. I was never able to get it working nor did any contact me. I find this very suspicious and feel as if I was a victim of a scam. We even tried loading the program on my computer because my daughters mouse kept freezing. The program would not even work on my newer Asus gaming computer with tons of memory. Please help me recoup my money. I can provide my daughter's school and teacher that can verify her assignment has none of there software or use on it and we had to ask for an extension because we are unable to complete it. Thanks very much.

Desired Settlement: I really only wanted live help, and customer support. Now, I would just like my money back. I spent a hundred dollars on a program I can use.

6/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: valve company has replied to 3 of my return requests claiming to have cancelled payment and to have returned my money. when this is a lie. i have waited 30 days since i filed for a return and they claim to have returned my money when this is not true.

Desired Settlement: company owes me 10$

6/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a previous dispute with valve over a refund matter which they repeatedly denied so i escalated this to paypal for review, i was rewarded the refund through paypal, however just after having to refund me, valve decided to suspend my purchase powers through paypal i am no longer able to purchase games through there service because they had to refund me for a faulty game they sold me!!!

Desired Settlement: Restore my rights to purchase games through paypal because this is an absolute tragedy! also extend or offer the discounted price of the game i am trying to purchase, ark: survival which is currently at a reduced price of 20.09, and the sale ends soon.

6/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a virtual item on the valve steam community store to trade with another person. said person lied about wanting it and blocked me after i purchased it and it turns out the item i bought was listed for a way higher amount than what it was actually worth. i requested that they remove said item from my inventory and refund my money. at this point they have denied helping me in any fashion and have stopped responding to me.

Desired Settlement: removal of said item and my money returned

6/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been using Valve's "Steam" service for years. It is an online gaming marketplace and cloud service that stores all of your video games. Due to a catastrophic glitch on Valve's end, I am unable to access many of the games that I have purchased. My collection includes at least $1,000 worth of video games, and I have been unable to play any of them since May 6th. I filed a complaint with customer service, followed all of their instructions, and the issue still persisted. I let them know the problem wasn't resolved, and they have ignored my further complaints for 8 days. Valve is infamous for doing things like this, and numerous people have lost their games forever. Unfortunately, they have a virtual monopoly as a digital gaming marketplace and few alternatives are available. Until Valve solves this issue I will be use the products that I purchased and own.

Desired Settlement: I want this problem to be resolved, allowing me to play my own games once again, or a full refund of every game I've purchased from these people. Thank you.

6/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am consumer of this Business since July, 17 2007, I have been purchasing their services and products since then and i have never violated any of their services policy, they say i did violate the Valve Anti-Cheat Policy which they have Zero-Tolerance for Cheaters, but in my case i did never use anything like that, i have many ways to proof, one of them is having 9 years of service with my clean account, the other is that i used a temporary telephone number to use market transactions, i bought that number and it got me VAC banned for doing nothing. VAC ban prevent me using their secure servers and using their specific games market which i spent a lot of money with, specified bellow, I have been mistreated by Valve Steam Support which i did include everything in a big petition in change.org and Valve didn't do anything just sending premade answers, i'm filing this complaint because the ban triggered on me via automatic system is false, and unfair, i'm open to show any evidences from my computer at any time the business ask me to, because i'm really innocent and Valve doesn't see it. Thank you.

Desired Settlement: Valve Corporation should remove my Valve Anti Cheat Ban for me continue using their services, and buy products because it was triggered automatically by their systems by mistaken and they say it isn't without any proof while i have all the proofs possible including credit card information bound to my account.

6/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Steam is the product that Valve LLC produces for online pc gaming. I had fraud committed against my Visa credit card account and the charges were charged back by the bank to Steam. The charges that were charged back are as follows: April 17 2016 $106.24 April 18 2016 $74.31 April 16 2016 $62.13 April 17 2016 $63.74 Steam claims that my son ***** gifted these amounts to people in his friends list. This isn't true due to no credit card access and he was sick laying down in the family room. My credit card information was also not stored under his account. Since the charge back by the Visa bank, the following games have I paid for in February and March before the fraud was committed have been removed. Fallout 4 Grand Theft Auto 5 Fable Anniversary Deadpool Prototype 2 The Amazing Spider-Man 2 Call Of Duty - Modern Warfare I'm confident that my son's gaming account was hacked and my credit card information stolen.

Desired Settlement: Reinstate all removed games on above list! No Exceptions!!! Figure out who is hacking accounts, and stealing information and bring them to justice.

6/5/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received an email offering a 50% sale on a Act of Agression, a game through Steam. I attempted to purchase the item and the price was not honored. The terms clearly state the sale was good through the week. The ad was dated May 11th, 2016. I attempted to purchase on the 12th and 13th. I attempted to contact sales support 3 times, they gave deflecting responses not taking ownership and not recognizing the problem.

Desired Settlement: I would like an apology for the bad customer service on behalf of Steam. I would also like them to honor the terms promised in the email.

6/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had purchased a game for $50 on their website and less than 7 days later there is a sale on this game for 75% off. They have a policy about returning games. May I stress RETURNING. I did not want to return this game but they have an option of "It's now available cheaper" button for support. For their return policy I must not have purchased it longer than 14 days ago and not played more than 2 hours. So first of all, I do not wish to return the game, I just want the difference between what I paid and the sale. Their response to me is that I played over 2 hours so I do not get a refund. Another big issue is why would they have that button if its exactly the same thing as returning the game which is not what I want to do. This is very misleading and should be addressed.

Desired Settlement: Literally all that I want is the difference between what I paid and the sale price.

5/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, I paid $30 for a game that did not play. After 5 days Steam did not offer a refund.

Desired Settlement: Refund.

5/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a game from steam that I loved as a kid, 50 minutes in it crashed, I reloaded it 9 times and always crashed at the same point so installed it on my desktop which is brand new and supped up (both well with in game instillation standards) and what do you know crashed at the same senario in the game! I tried it again a few more times to be sure and still crashed. So I tell customer support to fix this issue or give me my money back, but they said they won't give me my money back because at the time i had played the game for more than 2 hours. and even now im confused how they count the time because it says ive played it 6 hours when that is definatly NOT True! and they have no known phone number complaint line, and so I email them the issue, they will email me at 5:30am I will respond at 5:34am and then I will hear nothing for the whole day, I've received one email Monday-Friday nothing more and what's worse is they never answer my questions is like I'm talking to a robot! So ******! I will never buy another game from Steam they areTerrible!!

Desired Settlement: I wanted the game fixed but at this point I just want my money back so i can get the game else where

5/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a product" Tom Clancy's The division" from Steam, the product is not as promised, and I wish for a refund, I attempted to contact Steam about the purchase and recieved a canned response 3 times, telling me nothing and refusing to even discuss the matter with me. The customer service rep was rude, short, and not helpful.

Desired Settlement: Refund the 99.00 to my steam wallet.

5/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am trying to login to my steam account which is registered to ******@hotmail.ca. I no longer have access to this email address so I cannot login. I contact support and answer the required questions regarding providing proof of ownership of a Steam product using Paypal as well as provide them my credit card (last 4 digits). Steam still refuses to let me have access to my account which I paid for and this includes 20 games. It is also taken them 48 hours to respond to my inquiry which is not acceptable for such a minor issue of verifying someone's credentials. I had followed their guide to the letter and they still will not give me access.

Desired Settlement: Get me my access to my Steam account as I had provided them all the relevant information to do this.

5/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased $20 steam gift card. Code not legible. Store said I need to contact steam. After a week I got a reply from steam with the code. After trying to redeem card, computer said card wasn't active and to return to the store. Store sales d it was active. I relayed that message to steam and they still referred me back to the store.

Desired Settlement: I am looking for a full refund

5/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased the game CS go from them and played for few months. I did spend some money on it to buy weapon and on my steam wallet I still have money that I can't use it to anywhere else. But today I found my account became PERMANENTLY untrusted. I don't know if this is legal in USA. The company can cancel the connection with the customer without noticing them for any reason and just ignore all customer's investment

Desired Settlement: I want to get my money back or recover my account.

5/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I preordered a game called XCOM 2 and download the game once available to my computer but game kept freezing after a couple of mission and will not proceed further. I contacted Steam who parent company is valve and they informed me to contact 2k for further support. I contacted them and tried all possible troubleshooting steps but it was an issue with the software from the steam site. I contacted steam to refund the cost but they denied the refund because of too many hours played even though i can't use the software. I contacted the bank filed a claim because since the game is broken i was not getting the service i paid for and proceed to purchase a cd copy of the game from gamestop and installed on the computer. a few weeks later valve deleted my cd copy from the server and blocked my account due to the chargeback. I informed them that the copy they deleted were from my cd copy but refused to allow me to use my copy of the game unless i reversed the chargeback.

Desired Settlement: To either reinstate my copy of the game that i purchased or a refund of the cost of the game.

5/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Account Name, **************, is outdated, and I would like to have it changed, to *********, and I am facing a lawsuit over using **************, and Valve refuses to allow me to change the username.

Desired Settlement: Account Username To Be Changed To "*********"

5/16/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a game through steam a website they operate and it would not load properly. I have requested a refund because i only played the game 6 hours and now i cant play at all. They will not refund me my money. i contacted them multiple and they have said they will not refund me my money.

Desired Settlement: i just would like my money to be refunded to my card.

5/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was charged twice for an order I purchased. The first transaction failed and said it failed on Steam, so I tried another transaction which was successful but I was charged an additional $39.99. the customer service Representative that I was emailing agreed that the transaction failed and the charge should drop off within 7-10 business days. It didn't drop off so I replied that the charge was still there. The Representative then told me to show him a bank statement which I did. He then told me there were two successful transactions and told me it wasn't there problem in essence. Despite all the evidence that it failed and I even claimed that I would take a store credit to use on another purchase through steam. Steam has always had poor customer service and it shows by there F rating through the BBB.

Desired Settlement: I just want my $39.99 credited back to my bank account.

5/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted them for help with my game I just bought, because the product code was invalid some sort of duplicate key error. They absolutely refused to help me with their product basically saying they will not honor the product they sold me saying there is nothing they can do.

Desired Settlement: I want a NEW product code, that they will actually issue showing they will honor their product.

5/14/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am filing a complaint due to false advertising on Valve's Steam platform. I have a copy of their refund policy where it states, and I quote.. "Steam Refunds You can request a refund for nearly any purchase on Steam—for any reason. Maybe your PC doesn't meet the hardware requirements; maybe you bought a game by mistake; maybe you played the title for an hour and just didn't like it. It doesn't matter. Valve will, upon request via help.steampowered.com, issue a refund for any reason, if the request is made within fourteen days of purchase, and the title has been played for less than two hours. There are more details below, but even if you fall outside of the refund rules we’ve described, you can ask for a refund anyway and we’ll take a look. You will be issued a full refund of your purchase within a week of approval. You will receive the refund in Steam Wallet funds or through the same payment method you used to make the purchase. If, for any reason, Steam is unable to issue a refund via your initial payment method, your Steam Wallet will be credited the full amount. (Some payment methods available through Steam in your country may not support refunding a purchase back to the original payment method. Click here for a full list.) However, they have outright refused to honor their stated policy for refunds, prompting me to file a complaint with the BBB as well as the Consumer Protection Agency. The email sent to me stated, "The Steam Refund Policy is not to be used as a way to try a game out and refund them because you do not like or enjoy them" I will quote their policy once more.. "You can request a refund for nearly any purchase on Steam—for any reason. Maybe your PC doesn't meet the hardware requirements; maybe you bought a game by mistake; MAYBE YOU PLAYED THE TITLE FOR AN HOUR AND JUST DIDN'T LIKE IT." I am hereby requesting that the BBB enter into an investigation of my claims and I request that Valve/Steam resolve my issue within a reasonable time period.

Desired Settlement: There are multiple games that I have requested to be refunded. The company has, against it's refund policy, refused to offer refunds. I wish for these refunds to be processed immediately.

5/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Valve Corp hosts game trading transactions on their website between registered members. My son was a victim of a scam plot hosted on the company website. Two registered members with account names (************ and (****************) plotted a scam and promised a trade with my son for his newly purchased game knife that costs me $80.00 but they never respected the trade deal and they blocked my son from returning his game piece. I researched the company website and there is no protection to its members whatsoever from scam practices such as this one and there is no trial period to cancel such trading deals hosted by the company in order to discourage scam practices and protect its members. We did report the scammers to Valve Corp and I did submit a complaint and we got no response whatsoever from the company customer service department for almost a week now.

Desired Settlement: At least I request a full refund to the cost of the stolen game knife for the total of $80.00 or reversing the scam trade transaction between my son and the scammers. Additionally I urge Valve Corp to taken actions against reported scam practices on their website and to implement cyber security practices to protect their members.

5/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Valve refunded the wrong product. I specifically asked for a refund of the base game. Instead Valve refunded only the recently purchased add-ons. Valve refuses to communicate by phone or direct email.

Desired Settlement: A full refund of all purchased content in light of this company refusing to provide customer service or a refund of the base games which do not properly load.

5/5/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I refunded a purchase, and then I was still charged in my credit card statement, and I opened a support ticket. I got no response and then 10 hours later, I got charged again for the same product.

Desired Settlement: I want Valve to refund me for the mischarges on my credit card.

5/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I lost my Steam password, Valve offered no real way to recover it, losing me access to several hundred dollars worth of gaming software. I tried to go through their website, with circular logic and no real way of contacting a human to resolve my issues. Their software told me it had sent a text to my cellphone, but no text was received (I checked my phone was receiving texts by texting from a different phone.)

Desired Settlement: I would like my password reset, access to the purchases I have made, and valve to fix it's password reset services.

5/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Account has been blocked without telling me anything. Now am I unable to purchase games.

Desired Settlement: Unlock my account.

4/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On March 8, 2016 I purchased an online game from this company for $42.49. This company has a policy that states I can't get a refund if I've played the game longer than 2 hours. It took nearly 16 hours to download because I had to do it twice since it didn't work the first time and then it didn't work the second time. I understand their policy, but I have a product that does not work, and I've purchased quite a few games from this company and they've worked splendidly. They responded on March 10 that they were denying me my refund based on their policy and I'd take any steps necessary to prove I did not actually play the game to them if they had any type of costumer service, but sadly that isn't the case. I still have access to broken product and I refuse to try downloading it again.

Desired Settlement: All I wanted was the refund. I emailed them back and never received a response since March 10.

4/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On or about 10/8/2015 I paid $59.99 to send a game as a gift to someone which was scheduled to be released in December 2015. The charge hit my checking account on 10/13/2015. December came and suddenly the release was moved to "early 2016". January, February come and go and finally halfway through March word comes that an incomplete "early release version" is available on 3/31. I emailed via the website on 3/31 asking if person I gifted game to can use early version and got no reply. On 4/4/2016 I emailed and specifically asked for a refund. As of today 4/11 I still have not received a response to either inquiry. I called Bank of America today and they credited me 59.99 but told me several times the vendor will not even answer them since this is more than 2 months since the charge so they will be taking back the 59.99 from me in a few weeks. I did not GIFT 59.99 to Valve/Steam. My username is *********** on Steam.

Desired Settlement: I do not want a game credit. I want $59.99 refunded to my debit card. I would also like some sort of acknowledgement to my emails that I submitted on their support site. You cant take payment then not deliver a product.

4/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On the Steam/Valve homepage it says refunds are issued for ANY reason, whether it's b/c you use the game and it isn't compatible or the game isn't as expected or whatever. Well, we reported that someone had hacked our daughter's Steam account and "gifted" themselves ***** game that we did not authorize. She got in and changed all of her information and secured her account and we have been working with paypal to get a refund. Well, Steam/Valve won't return any calls or messages to us at all. They need to look into this person that stole from our daughter's account and used our credit card to buy themselves a game. Our daughter would have liked that game for herself as well, it's a new release but we told her she would have to wait then someone decided to buy it for themselves using our paypal info that was linked to her Steam account. i can't believe Valve corp won't even acknowledge our claim and help us. We even gave them the name that we found that the game was gifted to so they could ban that person and get our money back and STILL no help at all. We spend a lot of money with this company and have for several years but we are very disappointed with them b/c we have not gotten one ounce of help from them.

Desired Settlement: I have never asked them for a refund before b/c in the past my daughter has legit purchased the games but this time someone else got into her account and STOLE from her and we are now at $55. We would like a refund and for the person that did this to be banned from Steam so they can't do this to anyone else.

4/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a game from their website for computer and the game key they gave me does not work for computer. I have contacted their support team VIA email (because they have no phone number) multiple times over the past year. Everytime they tell me to call EA to handle it as EA created the game. Well, the KEY code they gave me for PC is the same code that was registered to my playstation 3 over 3 years ago. So essentially i bought the same code twice. They are impossible to get in contact with and i am not sure what else to do.

Desired Settlement: either give me a new key code for COMPUTER or refund me and i will stop buying from them.

4/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've been a steam subscriber for a few months now and haven't had any issues so far until recently. On March 15 I bought a game for $59.99 and was not satisfied with the product and requested a refund. Immediately the game was deleted from my library and I received an e-mail saying that the refund was successful and that i should have my money back within 14 days. Well its now been over 14 days and still i have not seen that money. I've tried to contact them via e-mail multiple times and no response. Also there is no phone number listed for this company anywhere. I need someone to help me get my money back so i can be done with this and move on with my life.

Desired Settlement: I just want my money back.

4/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I believe my steam account was wrongfully banned (VAC) over 2 years ago. I have tried several times to contact Steam Support, and aside from the first automated response I received shortly after the ban, I have received no response whatsoever.

Desired Settlement: Lift the VAC ban on my account. I would also accept lifting the trade ban or compensating me for the inventory items that are untradable.

4/21/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On March 31st I got a notification from PayPal that I had opened a payment agreement with this company. Then there were 4 charges made to my bank account totaling $95. Thankfully, PayPal was able to refund my money. However, I contacted this company to first tell them to do something about their security and payments as a simple google search revealed this same problem has happened with a number of people. Secondly, I contacted them demanding that I get the contact information of the individual that logged in to my PayPal account because I want to file charges of fraud and theft against this person. I gave them 24 hours to give me this information and have heard nothing in return from them.

Desired Settlement: I want the contact information of the user that logged into this website and used *********************** as the PayPal user name. I received notification of charges at 2:46AM (central time) when the charges were made. I want the contact information (first and last name, address and phone number) of this individual so I can press charges against the person for fraud and theft. I do not care what the privacy policy is for this company. I believe covering up for a criminal could be construed as being an accomplice or interfering with a police investigation. Privacy policies should not cover criminal activity. I want the contact information of the person that logged on using my private information.

4/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This business has to no customer support number which is ridiculous. my problem that they never resolved was this. I bought Call of Duty Modern Warfare 3 on disc. went to install and it said it was installing but never was. i canceled and restarted several times and same issue. i permanently removed the game from steam library and tried again. It installed right away but now it is not showing in my steam library and i can not play.

Desired Settlement: fix my issues and start a customer service line. this company is huge and makes enough money to provide a quality experience to its customers. the fact that they are not accredited makes them not care about helping anyone.

4/18/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I just purchased a new gaming computer and was looking forward to downloading the games I own on Steam. But they will not let me log into my account or even log into the Support section of Steam to address the issue. I am out hundreds of dollars here. I am livid what did I spend all this money on my new computer for if I can even play the games I paid for?!

Desired Settlement: LET ME INTO MY ACCOUNT AND PLAY THE GAMES I PAID FOR!

4/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently had cause to contact SteamSupport whom are a subsidiary of this company to make a complaint, whent he initial complaint was not satisfied I asked to speak with a manager or supervisor, to be told they don't have any managers or supervisors, I then asked for the business address where I could write and send in a formal complaint, on several occasions this information was refused or ignored. I am not sure of the law in the USA however in the UK it is a legal requirement to make this information known if requested. As I can't make my complaint heard, because the person involved is blocking my every attempt, I am at a loss where to turn next.

Desired Settlement: I want my original question reviewed by a manager/supervisor and an explanation of the issue. Secondly I would like your TechSupport Timothy to be reminded of his job in Customer Service.

4/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My son purchased a game. The game would not open on his computer. I sent in a request the next morning for a refund. The system said he had played the game for 12 hours at this time, which was false, since it had not opened on his computer. Once I got a reply about my refund, I was told that he had now played for 22 hours, which is 2 hours past their refund period. In short, he did not play because it did not open. It did say "running" but it was not so. There is no phone support. To get "support" you have to create another account???? Really??

Desired Settlement: 1. I want a refund. 2. No business should be allowed to take money for a "product" and not have a method by which to resolve customer issues. (ie. No Phone???) This business should not be allowed to conduct business in this country until it meets certain requirements, like REASONABLE customer service. This is something that would happen in some third world country.

4/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased several games from the Steam client. Two of the games came in a bundle and only one of the games worked. The third game I purchased was discontinued by the original developer and certain functions of the game are unusable. Even though there is no play time on one of the games (because it wouldn't even launch) and the other game has become unplayable due to lack of network support from the original developers, Valve corporation is continually denying me any sort of compensation for the defective product they have sold me. This is theft anyway you look at it and very poor practice for a multi-million dollar corporation.

Desired Settlement: I still enjoy playing mortal kombat offline so a partial refund would suffice for the partial game experience. Soul Reaver 2 on the other hand is completely nonfunctional, therefore, I expect a full return of the $1.74 I was charged for it.

4/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Valve claims they allow refunds in their Steam service. They have a 2 hour of play restriction, and a 14 days of ownership restriction for refunds. I played the game for about 2 minutes, though it was running for 20 minutes including loading screens and everything else. The game is so badly made, it's really unplayable. After a couple days contemplation, I decided to take advantage of the refund option which they claim is available under these kinds of circumstances. I have a screenshot clearly showing their records indicate the game was running for 20 minutes, but they claim it was running for 3 hours and 39 minutes, which is entirely not true. Based on that, they are denying the refund, and refuse to resolve the supposed discrepancy in their records. I would not have taken a chance on an indie game if there were no refund option, so it's a big problem for them to claim they give refunds, then lie to make it impossible to actually get a refund.

Desired Settlement: I need a full refund, and preferably an apology also, for the extremely poor customer service.

4/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have placed tickets via there support system and there is no response. I have filed a compliant with Paypal who retrieved my funds in the amount of $14.99. Steam did not make the transferred funds available quick enough for the purchase. So I payed with a debit card. Steam locked my account because of this compliant I filed with Paypal to retrieve the funds. They are basically holding my account hostage for no reason until I close the complaint with Paypal, who I might add found in my favor. Steam does not have a phone number to contact them at and only makes customer service available through email. I have not heard back regarding my complaint from anyone at Steam and my account still remains locked.

Desired Settlement: All I would like them to do is acknowledge that there was no shady dealings done and that all I wanted was the funds back from Steam wallet that were not made available quick enough. Nothing was stolen and holding my account hostage and not contacting me back is not the proper method for dealing with this issue.

4/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Steam Account has been Hack. Tried their recovery process with no luck. No telephone number for costumer service.

Desired Settlement: I would like for my account to be repaired. Would like to be able to use my software.

4/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A guy ***************************************** posted an ad on ************************* for an item and I inquired as to why the price was so low. The guy wanted me to be a middle man so that he could obtain an item from a person that "blocked" him. The word blocked is in quote marks because I did not know I was being scammed at the time. The other person involved has a profile that can be seen here: **************************************. I traded some items for the item in question and at the time I thought I was getting a steal of a deal for trading about $180 worth of items for a $370 item all to get an item that costs $430. These prices are approximations but are fairly close to market value. The item I received turned out to be a fake rare item and both parties promptly blocked me as soon as the one and only trade was completed. I do not enjoy having to be scammed out of items for one that I cannot sell let alone; items that are jacked up in price because of Valve's (terrible) additions to games that make a $30 item become $300 when it costs $5 to do it. Unbelievable. A support ticket was sent to the company's online support site as they have no phone number listed on ANY of their pages. The ticket may need an account to be viewed, but it can be found at: ******************************************************************

Desired Settlement: I just want my Stat Trak Flip Knife Blue Steel (Battle-Scarred), M4A1-S Golden Coil (Field-Tested), and AWP Hyper Beast (Field-Tested) back. I spent real world money on these items and I don't want to have my literally poverty stricken life sullied by the fact that I was scammed out of an impulse buy that shouldn't have happened. The topic of impulse buys can be saved for a later conversation by other people. I will accept credit for what the items are currently listed. If I can see my trade and buy history, there should be no excuse that the company cannot do the same and go above and beyond by reversing trades to get the items back. Otherwise, a credit to my account can do. My profile can be found at: ******************************************

4/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased the rights to run a server, and without proper notice, they changed their terms of service after they revoked my rights to run a server. They say that the new changes were made available via an e-mail list that only a few hundred people were subscribed to, and even then, you would have to read thousands of pages of unrelated information to find the changes. So they changed the rules and took many customers server's away also without notice of this rule change, and are advising that the change, accidental or not, requires a license to be repurchased on a new account, with a new phone number to verify identity. This is to make it appear as if they are acquiring new customers, when in fact they are not. Many who have been forcibly made to comply with purchasing a new account, are still getting their new accounts licenses revoked falsely anyway. Ironically, I was actually within the rules already, and yet my account was revoked anyway by Valve's automated detection system. And despite my proof, I could not get a real human from Valve to comment on my case. Me, and other community members, are thinking that this is a form of fraud or extortion. I opened support tickets where I received delayed automated responses indicating ignorance of the situation, and misdirection to rules that don't apply, and finally closure of unresolved issues. It's apparent that they do not want to discuss the issue, beyond telling you to buy a new license. In the entire 11 years that I've been casually running servers, this event is unprecedented and was poorly handled in every way that it could be.

Desired Settlement: I would like my initial license restored. It's simply a change in their database to my account to enable my GSLT token (License) to run a community server. It would be better if they made it so anyone who ran a community server got their license back, and then reinstate the new changes, and create a better channel of communication to their customers in regards to updates. I would also like credit on my account for the months that my server has been down due to the poorly implemented rule change, and automatic license revocation system.

4/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Valve Corp. provides a gaming interface service. This service allows people to buy games, join games with friends, sell items earned from Valve, and other gaming related services. For the buy and selling of items earned, Valve has issued a policy that hinders people, that do not own a Android or Apple device. The provide a 2-factor authentication app, that only works on those devices. They have made no attempt to provide the app to other devices that run Windows or Linux. The policy blocks my transactions, for 15 days, until they are 100% sure, I am the person making the transaction.

Desired Settlement: Either provide a app that works on all major devices, or discontinue its policy.

4/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought game Toby The Secret Mine on 3-10-16. On 3-14-16, I went to play the game and Steam/Valve downloaded a mandatory update before I could open the game. I did not ask for an update. Following the update, the game went back to the beginning and all saved data was lost. In addition. keyboard controls no longer worked for the game. I asked Steam for a refund on 3-14-16 and they refused stating that I had played the game for more than 2 hours. That is true- I had played the game for about 3 hours and then used up some game minutes trying to get the game working again. The game was far from over when Steam "updated" it and basically made it unplayable for me. The same issue has been repeatedly posted in their community forum...they made the game unplayable. I paid for a full game and was only able to complete about 1/4 of the game before Steam, destroyed it with their update. I feel I am entitled to a full refund since I bought a whole game and only got about 1/4 of the play time in. Once a consumer purchases a game, they are entitled to the entire game. I never got the entire game.

Desired Settlement: I would like a refund of the purchase price of $9.99.

4/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Trying to recover an account with Valve. The only way to contact them is through an online message board. I have provided the required information for my account recovery but the message board keeps asking me for the same information that has already been given in the message board.

Desired Settlement: Please have Support Tech Luis read the entire message so he can see the I formation requested was sent as per Valve's instructions. Thank You, ***

4/3/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have unauthorized charges on my bank statement for 53.84 on four different occasions totaling in the amount of 215.36. I want this money refunded as I did not authorize this.

Desired Settlement: I would like a refund and a phone number that is easy to call so you can talk to someone not a voice recorder. I want a refund of 215.36

3/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a video game from this company on 2/13/16. When the game was released, I downloaded it to my computer. The game did not work right. Since the game was new, I figured a patch or update would come out to fix the problem. A week later, the game still didn't work. Two weeks later, it still didn't work. Three weeks later, it still didn't work. Now I want my money back, cause it still doesn't work. I go to their website to request a refund. I get a generic rejection letter telling me I can't get a refund on a broken game because it's over 2 weeks old. I haven't been able to play the game since I got it and I spent $90 for it. With each message I send, I get the exact same rejection letter. The game never worked from day one, yet they feel entitled to keep my $90. They didn't have a phone number for me to contact them, and they wouldn't call me. They just kept sending me the same letter saying they will do nothing. They took $90 from me for a game that doesn't work.

Desired Settlement: I just want my money back for the product that doesn't work properly.

3/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My account was hijacked after my phone and laptop were physically stolen from me and used to trade items to others without my permission. I was told there was insufficient evidence that my account was hijacked because the hijacker used a computer that was already logged into my account and used my phone to authenticate the one way trades. the representative was uncaring of my situation and told me nothing could be done.

Desired Settlement: I would like for my inventory to be restored

3/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Valve has banned my account for 7 days twice within the past month. This is ridiculous, these bans have no merit and are unjust. Steam Support is absolutely useless, they do not respond and do not respect their customers. I paid for a product that I cannot even use due to the way you give accounts "cooldowns" which is a fancy way to say temporary ban. This system needs to be reworked!

Desired Settlement: I want my account unbanned, if that is not possible I want a refund for the game and all in game items I purchased since I cannot use them due to their unjust banning system.

3/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had a support case open with Valve since 13-Nov-15 regarding an error with Valve's Steam software client. Their software is generating an error message that "Valve's servers are too busy to hand your request". This means that software disturbed by Valve will not run. It took until 8-Jan-16 for a response. The response was a copy and paste of step 1 of their troubleshooting guide and closed the case. I had tired this step and had to re-open the case to respond and explain that I had already tried that step and was still having problems. It took them another month to respond with a statement that they do not cover 3rd party software. Again they closed the case and I had to re-open it. I responded back with an explanation that I was having the problem with their software generating the error. I received another response, this time within a few days but it was another copy and paste of their troubleshooting guide which I had already been through. I re-opened the case and replied again that I had been through the troubleshooting guide and tried all of the steps. The last response has been that I should post the question in their support forums, almost as if they have given up on the problem and have no intention of pursuing a resolution. Their support has been utterly useless and taken exorbitant amounts of time respond with almost no way of direct communication either by phone or email.

Desired Settlement: I would like to be able to speak or email with a support technician that can provide more than just a canned response in order to resolve the error message that Valve’s Steam software client is generating.

3/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Good day! sorry for my English I have a problem. Im use Steam a long time . But one day i got a Red Table and block all my trade on Steam . I not violated the agreement im just sell my items on Steam Market and next day i got ban . I tried several times to Contact Steam Support but he just say me read agreement! I read it agreement a lot times but there is no violation. Finally he banned me on Steam Support !!! So i lost my account which spent 800+ $ and my items .

Desired Settlement: Im just want to lift the ban on my steam account or return all spent money on my Steam account

3/26/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a $50 Steam gift card for my son for his Birthday. The card was purchased from a grocery store. The card was defective. As my son attempted to scratch off the PIN number the, number also came off and could not be read. There is no contact telephone number for Steam. Both my son and I have contacted the company through their support link on multiple occasions. I have uploaded the card information including pictures of the card. Not once has Steam so much as replied to the many inquiries. If there is no way to contact this company to resolve consumer issues, I do not think that they should be conducting business in the USA. Upon searching online, there are many people saying the same thing and through this process, I have found that they have an "F" rating with the BBB. Not the type of company that should be allowed to continue taking consumers money.

Desired Settlement: I am seeking a refund for the $50 gift card. The grocery store where I purchased it indicated that the refund has to come from Steam.

3/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My account was restricted due to suspicion of being accessed by someone else. I followed the steps provided by the company's support system to regain access to my account; however, the company has not responded, provided additional information, or lifted the restriction.

Desired Settlement: I would like someone from customer service to help resolve the issues with my account.

3/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear BBB executive, The reason I am writing this complaint letter is that I think the service at ‘’Valve Corporation business is not sufficient enough about respecting/solving customer’s issues. First of all, I should say, I have tried many ways to resolve my issue including sending tickets to ''Nttgame'' and ''Steam'', however all of them were in vain. Although my tickets were written in English, replies from game masters of Nttgame were written Turkish which even my Turkish friends hardly understand because of its bizarre language. ‘’Steam’’ has released one of NTTgame’s game ‘’ Knight Online’’ at January 26th. As soon as ‘’Steam’’ released the game, as a knight online fan, I started playing. My cousin and I started playing and I reached 80 level without any problems. One month after 02.25.2016 he started and when he reached 40 level, he transferred gold bars (Game money) via merchant and got disconnected. Many times he tried to enter the game, however, he failed. I was not aware of the situation at that time. The day after, when we tried to enter the game together, we could not, because we realized that our accounts are blocked for no reason. We can easily and proudly say, we have not used any illegal, 3rd party tools programs on the contrary what your Game Master’s declare in tickets. Our tickets were closed and they did not reply our questions. Reaching 80 level is not easy in ‘’Knight Online’’ without spending ‘’real ‘’money and I have spent more than 100$ just for ‘’spirit of genie (which helps levelling character faster)’’ for my 80 level character, so I should kindly ask, why would I use any illegal programs? I want you to help me to overcome this issue so I can play ‘’Knight Online’’ again. I look forward to hearing from you as soon as possible to resolve this problem. I appreciate your help.

Desired Settlement: I have spent more than 100$ just for ''Knight Online'' and also I bought more than 30 games worth more than 400$ in Steam, however, services they provide is not sufficient enough. I want them to solve my problem and give my accounts back so I can play ''Knight Online'' again.

3/23/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Steam Card Delivery is a web based unit of Valve Corporation selling what are essentially gift cards. My daughter ordered one as a gift (with my permission). Payment was made by credit card thru Pay Pal. After ordering, I received several e-mails from both Pay Pal and Steam Card. Pay Pal stated in one that my card had been charged, and Steam Card informed me I had to confirm order by either calling a toll-free number, or by photographing myself holding the order form. I decided both the instant charge and the separate confirmation requirement was a bit odd and suspect, and so did not follow up, thinking by not perfecting the order, it would be cancelled, and charge could be rescinded, if card was actually already charged. A month later, the charge by Pay Pal showed up on credit statement. I called Pay Pal, and they gave me receipt and contact information for Steam Card. Turns out that Steam Card charges card at time of order, but does not deliver until confirmed. Even if order is never confirmed, they keep the money. I tried to get a refund but my call was misconstrued as an order confirmation. I didn't speak to a person, just left my name and phone number as requested, thinking someone would call to get the confirmation. (Why else would they want my phone number?) Just calling the number given me by Pay Pal, and following instructions is apparently the confirmation they desired. A code to generate the card showed up in my inbox a few minutes later. And SteamCard does not allow refunds once order is delivered. I feel it is wrong for anyone to collect payment at time of order, then require confirmation before delivery, and to keep money even if confirmation is never given (or in this case, unintentionally and inadvertently, a whole month later).

Desired Settlement: A full refund (not talking much money here). We have not activated the code sent, nor do we plan to. I would be willing to entirely delete the unused code in return for such a refund.

3/22/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a game (UnderTale) from Valve/Steam on 13 November 2016. The transaction was later cancelled, erroneously, after my wife replied to my banking company's (USAA's) alert that our credit card information was stolen. As a result, the download content was locked. I re-contacted USAA to reinstate the charges, which were again added to my account (and sent to Valve/Steam) on 6 December. Since that time, Valve/Steam has not unlocked the game's content. Their initial response was "The process can take some time while the banks involved complete the necessary steps on their end." After waiting two months, I again contacted them. Valve refuses to acknowledge that they received the funds. I attempted to attach the bank statement proving that my credit card was charged for the game, but the attachment function on their support site does not work. Despite numerous attempts, all complying with the upload requirements and steps, their website's response is: "There were the following errors. Please make the necessary changes and resubmit." - except there are no listed errors. Valve refuses to acknowledge receipt of payment, and their response regarding the attachment function issue is "There is no attachments successfully attached to this ticket." That goes without saying, because the function does not work. They have not provided any alternative method for me to submit the proof of payment (e.g., an email address to send it to) which I would gladly use.

Desired Settlement: EITHER: 1) Unlock the game content which I purchased. OR 2) Submit a $9.99 refund to my credit card, returning the funds sent to your business (I can forward you proof of payment via statements; I have attempted this for over a month now).

3/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Not sure if my issue warrants a complaint but I don’t know who else to turn to. There’s an online business called STEAM. They are in the business of distributing computer games via download. I have tried numerous times to contact them about access to my account. Initially this started because I wanted to update my credit card information. I’ve had one response to my queries and the information they sent me to update my account was wrong. I’ve tried phoning, emailing their staff, emailing their PR person and even sending a letter to their founder. So far I think I’ve tried 20 different ways to contact them. The parent company (Valve Corporation) has over 800 complaints against it. My concern is they have my CC info and can’t get access to it. It seems they have a predatory and fraudulent business process and I’m worried about the security of my CC. Their head office is located in Bellevue. Not sure if this is a police matter but your feedback and guidance is greatly appreciated. Cheers

Desired Settlement: Find out status of my credit card and check no billings against it, then cancel my account.

3/19/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: My 12-year old son, unauthorized, used my debit card to charge over $260 in one month for Steam games. There is no way to contact steam either by phone or e-chat. One can request refunds only by going into the steam-user's account, which I don't have a password for.

Desired Settlement: I would like the card used to be credited for ALL february unauthorized purchases.

3/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Valve Corp produces a computer-gaming site called "STEAM". My kids play it a lot and recently I have been having problems with the site working and getting refunds or even getting anyone to reply to my requests! I have paid for a few games and just bought another one when the site has stopped working entirely. I have repeatedly asked them to fix it or give me refunds but they refuse to answer. I warned them I was going to resort to involving the BBB but they still remain silent. Just getting anything to work on their site in very frustrating to say the least. I have attached a few of the times I tried to contact them.

Desired Settlement: Either fix the site or give me a refund for all the games my kids can't play. It's isn't much money but the aggravation it has caused is unbelievable. My kids want to keep playing it but not if they continue to have such bad customer service.

3/12/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I had 387.66 charged to my debit card of unauthorized purchases for games on steamgames.com. I have contacted the company to have called a message phone and to get a message to report problems to there website. It took me forever to file a complaint on the website which I did. I haven't heard back or anything. I want my 387.66 refunded since I did not authorize those purchases what so ever.

Desired Settlement: I would like the company that is associated with the steamgames.com website to refund the amount of 387.66 for unauthorized purchase on my debit card.

3/3/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased two games for my son's friends online on 12/14/15. The games were on sale, but I was charged not $12.00 total, but $28.00+ and $29.00+ each on my credit card. I file a dispute with my credit card company and contacted Value online on 1/18 when I got my credit card bill. Valve's online customer service does not allow you to explain what is wrong. Now Valve has blocked my son's other games purchased on different dates. I now want a refund of the two purchased on 12/14/15 AND the restoration of my son's games. This customer support is just TERRIBLE! and it is their error. ******* ******

Desired Settlement: I now want a refund of the two purchased on 12/14/15 AND the restoration of my son's games.

3/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a gift but I was not able to redeem it and they have failed to respond to my inquiry on what or how to refund or redeem

Desired Settlement: I would be satisfied with insight on how to redeem my gift, or refund.

3/3/2016 Problems with Product/Service | Read Complaint Details
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Complaint: An item was purchased which didn't work as advertised although my device was more powerful than the posted minimum requirements on the product. Valve refuses to refund US dollars despite the fact that they acknowledge that the product didn't work correctly and offered a store credit. They still refuse to refund US dollars after months of trying to contact Valve.

Desired Settlement: Refund $19.99 US dollars and remove the store credit.

3/2/2016 Problems with Product/Service | Read Complaint Details
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Complaint: After some months of trouble free service, my daughter tried to logon to her steam account on my computer to access a steam game that needed a more powerful graphics card than the one on her laptop. After quite a few attempts, it would not contact the steam server, it looked to me like she had locked herself out. I told her to try tomorrow. The next day, when I tried to login using my own account, the login would not work. I tried the steam support login, which would not allow a password reset to be emailed to my original account, "**********" to the email "******@gmail.com". When I had tried to invoke the "send a password reset to my email" I got a "our servers are busy or down, please try later". efforts to find an email for steam or valve were fruitless. I had to sign up for valve/steam under another name "************* to access the steam support page, and even then there was no way to file a general complaint. I have an outstanding "support ticket" to them, as ************** and amazed that this company has insulated itself so thoroughly from its customer complaints. I looked at its forums, there are many service complaints from 2009 that were easily found.

Desired Settlement: I respectfully request that both my daughters password "***************" and my password "**********" be reset, with instructions sent to our email accounts in a timely fashion. Hiring some English speaking help that can assist their customers would be a start.

3/1/2016 Problems with Product/Service | Read Complaint Details
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Complaint: My sons account was hijacked and then locked. We gave them every piece of information they requested, up until they ask for my Paypal account information such as username and passwords, and also my entire credit card information and passwords associated with the card account. This seemed to me to be an unorthodox way to get online game account unlocked. I tried asking them to supply us with another avenue to unlock account, even asking them to call us, but they kept saying that giving them our full credit card information was the only way they could fix the issue, and for us to trust them. I have captured the full text conversation so as to clarify any confusion on they exchange that was between Steam and myself. As it stands this online account, at this point is inaccessible with over $200 worth on games that have been purchased.

Desired Settlement: To reinstate my sons online account

2/29/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I have contacted customer support several times, many of which have resulted in a failure on Valve (Steam) to resolve the issue with their "Staff" (presumably automated Bot) responses. The issue arose back in 2014 on a Valve Anti-Cheat (VAC) Secured Server, upon playing another player who was able to bypass this so-called "Perfect" system was able to send their cheats, which bypassed VAC, onto my own client. At this time, I was unaware of these cheats being installed onto my system and was later VAC Banned for having "Cheats" which I did not install myself. Nearly 2 years later, I finally decided to contact Steam Support in an attempt to resolve the issue. They gave me a response saying that regardless of who was using the account, the ban was issued and could not be removed. This shows me that quite obviously the response was automated and not genuine by any Valve Staff member. As I stated in response, that I had access to my account the entire time, they still refuse the assist me on the issue. Notably, their VAC banned me for having cheats which I did not install, as stated previously, this proves that their VAC system is not only flawed, but they are unwilling to admit it. I will also note, I am not the only one with the issue, there are thousands of users daily struggling with these issues, yet still being oppressed by the same company they use daily for their games. I find this to be ridiculous that a company with millions of users refuses to provide legitimate support.

Desired Settlement: I would like for the issued VAC Ban to be removed from my account. Furthermore, I would like for Valve to implement use of actual responses, rather than bots and/or copy and paste answers.

2/27/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a game from Steam,. the software store for Valve. I was not able to get the game working but tried to resolve the problem given the one instruction the company listed. They also suggested submitting a post to the game forum, which I also did and got no response to. I knew I was getting a new video card, which may resolve the issue so waited for that, this put me at a little over 3 weeks. The new hardware did not help, so I requested a refund and explained with all the information I posted here. I was declined with a statement that they only allow 2 weeks for refund, which I was unaware of. I explained in detail that the game has never worked and all I did to try and resolve the issue and the company sent a 2nd rejection( looks like a form letter, no personal response, so they are not reading my explanation)

Desired Settlement: Refund my 3.99 or get the game working.

2/27/2016 Problems with Product/Service | Read Complaint Details
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Complaint: The Valve game site on shut down on me. I tried to contact Steam on line, and they don't respond to my complaint. They also made sure that any other method of contact would not be available. They simply do not give a **** about customer service. Is there anything that you can do to penalize this firm, duly noting all of the complaints that continue to come to your attention from the public? Giving this type of firm a letter grade, and that's it, is not an adequate resolution, as they are still out there doing the same thing to unaware people, day after day (which keeps them in business).

Desired Settlement: Satisfaction

2/23/2016 Problems with Product/Service | Read Complaint Details
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Complaint: The business refuses to refund money for software that was not functioning fully at the time of purchase. They have refused two refund requests through their site on the grounds that I had used the software for too long to be entitled to a refund. I bought it on 2/1/2016 and requested the refund the next day after discovering the flaws with the software after some additional use (about 5 hours spent with software). Many of the problems did not become clear until the software had been used past their 2 hour maximum refund window. I feel this policy is unfair as using the software long enough to find a recurring issue may disqualify you from a refund. I contacted the developer of the software and he believes I should be entitled to a refund but doesn't have the ability to make that happen since the software was purchased through a retailer site (Valve Software's online store known as STEAM). Additionally, the STEAM support service does not allow for email or customer support chat to try to communicate the extent of your problems with the software, meaning I have little chance to explain my issue and justify the refund. They are simply ignoring the facts and refusing the refund.

Desired Settlement: I would like a refund of the purchase price ($39.99 US) to be credited to my digital "wallet" on the web application and in return I will relinquish any right I currently have to use the software in question (The Witness). I'm not looking for any handouts but the software is not functioning correctly and would like for Valve to make this right and refund the purchase price; I intend to use the funds that should be refunded to purchase additional software through STEAM in the near future.

2/23/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I'm filing this on behalf of my son as he is a minor. Someone hacked his steam trade and stole all his items and steam's support has not been helpful in this situation and now he is out $300 in items. They would not research or look into this issue and just responded with a cookie cutter form that they wouldn't help.

Desired Settlement: We would like his items restored or a refund to cover those items cost.

2/21/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I opened my account with them many years ago. I do not remember my password and the account is attached to an old email address I no longer have access to. I provided them a digital copy of my NJ DL and my name and billing address to send me a new password and they are refusing because I cant give them the Credit card I used to make my last purchase five years ago...,.. I Forgot Password Ticket number ************** Category Account Issues > Password Reset / Forgot Login Email ****************@gmail.com Steam Account Login Name mountainsapper Modify Question Properties Print Question Close Ticket This Question's Message(s) 1 Message by you on Thu, Jan 28 2016 14:35 I need help resetting my password. I no longer use the hotmail account associated with my account. Can you help me reset using my visa to ID me? I have not gamed in some time and want to start again Next Step: To recover an account without the assistance of Steam Support, please follow the instructions provided here: https://help.steampowered.com/#HelpWithLogin If you are not able to recover the account yourself, please make sure you have provided adequate proof of ownership: https://support.steampowered.com/kb_article.php?ref=************** We thank you for your patience, and will help as soon as possible. 2 Message by you on Thu, Jan 28 2016 14:58 I oped this account so long ago and was in the military so Im not sure what billing address you have on file but Im gonna guess I put my parents address *** ********* ** Ocean City NJ 08226 *************** * ***** My Visa currently ends **** I attached a copy of my NJ DL 3 Message by you on Thu, Jan 28 2016 22:45 ummm nice customer service...... 4 Message by Support Tech Karl on Fri, Jan 29 2016 14:48 Hello *****, Thank you for contacting Steam Support. The credit card information you provided does not match the information we have on the account. Please confirm the information on any other cards that you may have used and provide the follow

Desired Settlement: All I want is for them to email me a new password to my account

2/21/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: I have had issues in the past making on-line purchases with my card info getting stolen. My solution has been and will continue to be buy pre-paid debit/credit cards. Only one other business gave me a hard time and it was resolved. This corporation has out right stated that because my address does not match the pre-paid debit/credit card they cancelled my order. I wrote explaining that it was a pre-paid card and they re-iterated that because the address does not match they will not process the order. I think it is a scam or such thing. Looking into the issue on their frequently asked questions it seems it comes up frequently. I do not know how many are legitimate and how many are not. I responded to their message and told them I would be reporting them to the BBB and once again told them that it is a prepaid card and ask that they read messages in full before responding. This may seem silly but my child is disappointed because he can not get the game that he wanted to order and gave me the money for. I will now have to give him money back and use the card for gas or something else. The more I think about this the more I feel it may be an on-line scam and because it is a pre-paid card there is not enough money on there to be taken.

Desired Settlement: I would like the company to recognize a pre-paid debit/credit card. They do not need to send out the program till the money transfers but to outright refuse because the address does not match and then to re-state that in an e-mail after being told that it is a pre-paid card is a kind of discrimination in itself. It is discriminating against those that choose not to enter their information on line and have their accounts hacked into. A child who works for an allowance and wants to buy a game and then is told by mom or dad that it can not happen because the "Address does not match the card information" is not acceptable. Is there not a way to tell that it is a pre-paid card? I will never attempt to do business with the company again.

2/20/2016 Problems with Product/Service | Read Complaint Details
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Complaint: automated support system dos't work, I've tried many times to contact support and could find no resolution. Checking steam files in explorer found nothing in steam except for the ext. file. the rest is gone, games, everything, support has done nothing. I have 60+games and can't play them. As I'm disabled these games give me something to do. There is no way to talk to a real person everything is automated, and I'm at a loss as what to do.

Desired Settlement: Restoration of Steam and my games. I've spent many dollars on games and I think steam should fix my problem. ether that or refund the money spent.

2/19/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I have used Valve's corporation's steam gaming client to purchase many software game titles. I attempted to remove a steam guard client that forces me to use my cellphone number or my email to log into "new" computers that will connect with steam. However, I do not use my old phone number and i deleted my last email. I have spent the past 3 months attempting to resolve this with valve since I have a very extensive and expensive collection of games that i am blocked out of due to the unreasonable method that valve corporation uses to identify me. How am I supposed to get CD keys when I am blocked from an "all-digital" service that I rely on to connect to the games and my account? Valve asked for my bank account number do not have that either. However, I did offer to use my driver's license. In other words, I know my EMAIL and PASSWORD to connect to my account but the steam guard product that is used lock people out - at this point on purpose since valve is so unreasonably rigid with a customer who has a large collection of games on their service.

Desired Settlement: I would like valve to accept my New York State Driver's License and to remove this steam guard from my account or reset this steam guard to my account. Since I know my email and password that would otherwise allow me access to my digital content otherwise I want a complete refund for every game that I bought from their service. Digital sellers should not be allowed to get away with unreasonable methods to block out a consumer who would otherwise have ZERO problems gaining access to digital content if were not for a steam guard that is totally meant to block consumers who paid for their product and now have no access to the product that is paid for with digital locks the type that valve corporation is using on consumers.

2/16/2016 Problems with Product/Service | Read Complaint Details
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Complaint: They sold a broken game that allows players to buy the best stuff with real money and doesnt allow people to earn them. They refused to refund me the game even though I was within the policy.

Desired Settlement: I want the game refunded for store credit.

2/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: My 12 year old grandson has been locked out of his on-line Steam Account The only support for Steam Games is through their website which after trying to recover my grandson's account for the last week has been unsuccessful. Not every problem can be resolved by a computer and needs human support. Steam provides no alternative to their on-line support and it appears that all the hundreds of dollars that I have spent on purchasing games for him is lost. I want someone from Steam Games to contact me and restore his account or refund to me all the money I have spent on games. FYI - we have gone through the process of creating a support ticked but he never receives the confirmation email needed to receive additional support. HELP!

Desired Settlement: My desire outcome would be that my grandson has access to his Steam Game account. I'm sure it's an easy fix if a human customer support tech would just call.

2/13/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On about 11/24/15 I received a notification on steam: "This account is associated with the theft of other users’ Steam accounts." I quickly contacted steam support, as I have not performed any illegal acts. They replied with a canned response, and then after I replied, they answered with: "We have found activity in this Steam account related to the trafficking, laundering, or reselling of games or items that were obtained in a fraudulent manner." I requested further information, and from then on, they refused to provide me with such. They replied with: "We have provided all the available information and will be unable to assist you further with this issue." I opened another ticket in hopes to receive help, though steam quickly closed it. It is incomprehensible that such a large company treats their consumers as convicts, and rather refuses to provide transparency. I have been willing from the start to prove I was wrongly condemned. It is now 1/25/16, and I have not received a response since 11/26/15.

Desired Settlement: I expect the company to remove my community ban (and any other account limitations), implement new fail-safes to ensure that others are not wrongly condemned as well, and improve the overall customer support.

2/11/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Valve is the owner of Steam, a game sales company. My daughter sent me a gift that she purchased for me from Steam and sent it to me. It was called Mushroom 11. Valve refuses to provide the game even though it has been fully paid for. When I talk to them, they keep bring up a complete unrelated game called Assassin's Creed Rogue. The can't explain why they keep bring it up since it is not related to the gift in any way. It is a completely different game that I purchased and received a refund on because it stopped working. It is a settled matter and has nothing to do with the gift. As far as I an tell, Valve is upset over the refund on the game Assassin's Creed Rogue and it punishing me by refusing to provide the gift that was paid for.

Desired Settlement: I want Valve to stop being "The Grinch that Stole Christmas" and deliver the gift that my daughter got me. It is outrageous on too many levels.

2/10/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I play valve's game DOTA2, and my dota2 account was got blocked to play with other plays. The reason they give me is use the Third-party plug-ins. In addition, I used a couple hundred dollars in this game to buy some Virtual items, it was also all gone. The valve dont even provide any Customer Service to handle complaint of this issue. I want to say I didnt use plug-ins like cause game imbalance when playing. Furthermore, I want to say Its very ridiculous to delete all the items I bought from the games. I spent the money, I have the right to use it in the game. How come valve just delete them all. And blocked me out. I lost the ownership and right to use of my product which they should provide to me as a consumer.

Desired Settlement: I want to them recover my account status and recover all the items I lost now. Also I need them give me a explanation and apology by email.

2/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a Steam account that I was having issues with I tried for 4 days to resolve the issue.The cost of the games that I had bought for this website were$49.99, $10.19 $9.99, $3.99 & $1.99. I located their phone phone number through your websites I gave them a call there's no option to talk to a human being I left a message asking them to get back to me I mentioned if a call was not returned I was going to file a report with you guys. Not even 10 minutes later my son found his account cancelled and all of the games with the prices listed above are in his account that he can no longer get into.

Desired Settlement: At this point I would just like to have them refunded the entire amount we spent on the games I will be more than happy to take my business elsewhere. I am NOT looking for a huge amount of anything just to have our money refunded so we can purchase the games for him from someplace else.

2/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Valve Corporation over a week ago about an issue with downloading a game that I had purchased from their Steam online service. I am able to connect to the service itself but not to the content servers to download or update my games. The only response I received was an automatically-generated link to the FAQ for diagnosing problems for connecting to the main service which did not apply to my particular issue. I have given them multiple updates to my situation over the past week but I have not received any response whatsoever in that time.

Desired Settlement: I would like a human customer service agent to diagnose my problem and allow me to connect to their content servers so that I can download and update the products that I have paid for.

Consumer Response:

Complaint ID ******** has been resolved, thank you.

 

***** *******

2/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a video game at a local thrift store. The original game case included the game DVD, the Quick Reference Card with printed CD-Key, and the original retail purchase receipt. Upon trying to install the game I received a "Duplicate Product Code" error when I entered the CD-Key. I contacted Valve Corporation's Steam Support online, providing them with scanned images of the CD-Key and the purchase receipt, but they refuse to allow me access to play the game by either using the existing CD-Key or providing me with another valid key. There is no wording on the case, DVD, or card upon which the CD-Key is printed, indicating that anyone other than the original purchaser will be unable to gain access to gameplay or that the CD-Key is actually a "product license" valid only for a single use. If Valve Corp. happens to claim that they are not selling the game, but a license to use the game (ie. CD-Key) and that the license is only valid for single-use, then that would make it a commodity and Federal law requires that all commodities be clearly marked with the amount of product or number of uses. In addition, the wording "No other software needed to play," is included on the game case, which is false and misleading because an internet connection and use of Valve Corp.'s online software (including creating an online account) is being required to even install the game. This means that Valve Corp. is in violation of multiple State and Federal laws regarding false and misleading labeling. The BBB can contact me privately for a web address to directly view the conversation between Steam Support and myself (as I see that this complaint will be posted publicly and my support ticket is still Open).

Desired Settlement: The desired outcome is my access to play the game by either using the existing CD-Key or by Valve Corp. providing me with another valid CD-Key. In addition, Valve Corp. should issue a public statement to the effect that they will be clearly marking their games and product keys for those games as being for a single-use or usable by the original purchaser and are non-transferrable, if that is indeed the case.

2/7/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a game called Baldur's Gate from Steam by Valve Corporation for $19.99. I spent about 3 days trying to get this game to save progress with no luck. I decided to give up, delete the game from my computer and ask for a refund. I sent in a help ticket to the support team, asking for a refund. I got a reply from them saying they would not refund my money since I had more than 2 hours time played. The bottom line is I bought the game, I can't get it to save progress properly and I want my money back. It doesn't work right. I don't care about their policy, I don't work for them. I bought something, it doesn't work right, I want my money back.

Desired Settlement: I want my $19.99 back.

2/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Okay so over the holliday I got a few games GTA IV and the CD key was invalid and would not work, was unable to save or play the game without crashing like a copy or something. Then I looked in reviews seen if you have GTA IV Liberty City Story's that key should work. I got that in hopes of fixing issues. After looking in rieviews from what support said. That took me over 10 hours to figure out a CD key issue with the games I bought from Steam, Then I go to play them Get a few missions done and it stops working. There is no fix I was up all night trying to fix it. And nothing will work. I have not had the game over 2 weeks and it is a Big issues as I am unable to play it. I have asked multiple times for a refund. If this can not be fixed I will not be using steam for buying games any longer. This is utterly wrong. I can not do anything as the loading screen sticks and does nothing and there go's the hours on it. They tell me to go somewhere else then they tell me to go back to steam and nothing has been done. I am unable to use the product I bought and there is no offer or refund or a fix.

Desired Settlement: Store Credit or a refund.

2/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I reset my Steam account, now I have to reauthorize all my computers with a code emailed from steam, not receiving the email, have tried no less than 10 times. 5 times I have attempted to activate a support ticket with Steam support, the activation process will not allow me to move past Step One. There are no email or phone contacts for Steam support so I left 2 emails with the Valve, the headquarters Organization but have received no response as of yet. I can't get anyone to help me re-access my account that has games I have purchased but can only be played on Steam.

Desired Settlement: I need someone to contact me to help resolve this problem so I can once again gain access to my account.

Consumer Response:

I was finally able to get a hold of someone with Valve Corporation that forwarded my problem to Steam Support.  It took another week but my problem has been addressed to my satisfaction.

Thank you for you assistance in this matter.

***** ********

2/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had a "Steam" account for years. I have bought many games and software from them. I cannot access any of my paid for software because I now have a new computer. I have not been able to access since August, 2015. Been waiting since Dec 31st for a response, anything, from Steam. No phone access, just an email for support. Is the general public expected to just wait around until these guys get the ambition to maybe call me back. Aren't there laws to protect people from this kind of trap? I am out hundreds of dollars and nothing to show for it!

Desired Settlement: I want access to my software, period!

2/2/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I play games on their Steam Service. My Account on Counter Strike Global Offensive was recently banned for alleged hacking and cheating. I was not then nor have I ever hacked or cheated on any game. This account is 5+ years old and has several hundred dollars in real money spent on real in game items. I had recently gotten several viruses including one that attempted to access my steam account. They have been cleaned out.

Desired Settlement: I demand my account be restored to good standing or ever dime I have ever spent on this game and in game content and items returned to me immediately.

2/1/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: I purchased several games on the last day of the Steam winter sale for $88.75. Steam is Valve Corporation's online sales platform. The purchase went through to my pre-paid credit card. However, something on Steam's end failed and Steam did not recognize the purchase as going through and did not add the games to my account. I contacted Steam support. Steam support's only solution is to re-purchase the games. However, because of the error on steam's end, I lost the sale price. Steam support has refused to assist me at all in obtaining the games at the sales price. They stated that they do not provide discounts outside of sales or because of a person missing a sale. However, this is not the case. I did not miss the sale. I purchased the games during the sale, it was merely an error on steam/Valve's end that caused me not to receive the games. I am entitled to the games at the price at which I purchased them. I should not be faulted for an error on steam's end. If a customer buys a product during the sale, that customer (me) should be entitled to the product at that price. Would you please look into this? I enjoy using steam but if this is not resolved I will no longer purchase games with steam. Thank you.

Desired Settlement: Allowing me to purchase the games at the sale price to which I am entitled. This could be done by providing me a discount code or some sort of gift code, or some other monetary compensation equal to the difference between the sale price of the games and the current non-sale price.

1/27/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: MY SON STARTED PLAYING GAMES ON THE SITE SPONSORED BY THE LISTED COMPANY APPROXIMATELY A YEAR AGO. HE ASKED PERMISSION TO PURCHASE A GAME ON IT AND WITH PERSONALLY SEEING THAT HE CLICKED THE BOX MARKED NOT TO SAVE THE INFORMATION FROM MY CREDIT CARD I ALLOWED A PURCHASE FROM TIME TO TIME. EACH TIME I MADE SURE THE BOX WAS NOT CHECKED YET THE SITE STORED THE INFORMATION AND IT BILLED MY CARD NOW SEVERAL TIMES IN MULTIPLE AMOUNTS. I HAVE CONTACTED THE COMPANY AS BEST CAN BE DONE THRU THEIR SERVICE AND ASKED THAT NO FURTHER PURCHASES BE PERMITTED FOR HIS ACCOUNT. I HAVE DISPUTED TRANSACTIONS THRU MY CARD HOLDER AND THEY SAY THAT STEAM WONT MAKE THE REFUNDS. MY SON SAYS THAT HIS ACCOUNT WAS HACKED SEVERAL TIMES AND HIS GAMES WERE USED AND TRADED AS WELL AS PURCHASES MADE THRU IT. THE TOTAL PURCHASES ARE IN THE HUNDREDS OF DOLLARS AND THE COMPANY DISREGARDS REQUESTS TO EVEN REVERSE ANY TRANSACTIONS.

Desired Settlement: I WANT THE ACCOUNT REFUNDED AND THEN COMPLETELY CLOSED OUT. I WILL BAN MY SON FROM USING THE SERVICE ANYTIME IN THE FUTURE. I FEEL THAT THE SERVICE IS MISLEADING AND THE DISHONEST IN SYAING THEY DO NOT SAVE CREDIT CARD INFO.

1/27/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a piece of DLC(Downloadable content) from Valve for an MMO called TERA. The DLC itself cost $30, and was for "Totes the Portable Bank Account" and I, to put it simply, have never received said DLC. I have tried on multiple occasions, and over the last four months to get my DLC, but they refuse to help based on the fact that the MMO TERA, is owned by a different company. I have E-mailed verification from TERA that I need help from Valve, but not once in any of the 3 support tickets I have filed over the course of trying to resolve this issue, has Valve put even a smidgen of effort into being helpful. I'm honestly pretty fed up with their lack of response, and just want a refund for that dlc.

Desired Settlement: I would either like to get my DLC, or I would like my $30 back.

1/22/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a game (H1Z1) through Steam which requires me to create a game account with the developer. After playing the game for a rather long time, my game account was suddently banned for no reason. The developer claims I was using a cheat program, which I did not, and eventualy stopped communicating with me. Since my payment was made to Steam, I asked Valve's Steam support to help me with this issue, but they would just direct me back to the developer. Now, my Steam support ticket was closed without a reply. This is not how a company should treat a paying customer. My complaints are, (1) The game I paid for on Steam was taken away by false allegation. (2) By forcing me to buy the game again Steam also fraudulently profited from this act. (3) Even though Steam took my money, they are not helping with my issue and ignored my message. (4) This random banning of game accounts have spiked during Oct and Nov 2015 which is a greater issue than just my self and Steam is continuing to sell game from such developer.

Desired Settlement: Work with the game developer to solve this case and lift the ban on my game account. There is no way the developer has a valid evidence that shows I used something I dont even have on my computer, but since they are being stubborn I ask Steam to also review whatever they have as "evidence". I would like to get back my account since I spent a long time and it is worth more to me than what I paid for, but I will settle with a refund as a second option.

1/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Valve runs Steam Online. They have a community market. "gems" are a form of currency in the community market. you can combine 1000 gems to combine into a sack, which you can sell for about 80 cents. For about a year, Steam has run a scam where you can no longer combine gems into a sack, thus rendering everyone's gems worthless. There is no way to complain or contact Steam Support regarding this issue. Customers have posted this issue on the forum for months without any response from Steam.

Desired Settlement: I would like to be refunded every cent I've given to Steam to buy "Steam Market Currency," or at a minimum be able to contact the company regarding their scam.

1/21/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On 12-31-2015, I purchased a game through the Steam application on my computer. The game was Fallout 4. Looking at the requirements of the game, It appeared that my PC met the minimum requirements to play the game at a satisfactory level. After purchasing and installing Fallout 4, I immediately began having issues with the game. It would not load past the initial cut scene that introduces the game. All I could see was a white screen. I spent the next 4 and half hours troubleshooting the issue, following steps on steam's website, as well as taking advice in the community forums. After a bit of research after the troubleshooting, it turns out that my graphics card, an Intel 4400 hd integrated card, is not supported by the game, and is what is causing my issue. This game is unplayable on my PC. Reading up on Steams refund policies, the game would be refunded before 14 days, or 2 hours of playtime, and anything outside of that would be handled on a case by case basis depending on the severity of the issue. I submitted a ticket requesting my refund, explaining the situation, and that the game is unplayable. I received an email 2 hours later from steam stating my request was denied due to their being more than 2 hours of game play. I submitted a second ticket asking why my request was denied and how their could be more than 2 hours of gameplay when the game would not launch past the opening cinematic, and even sent in a screenshot of the white screen I get when the game is launched. I once again recieved a canned response informing me that I could not have a refund due to gameplay exceeding 2 hours. I was sold a product that was said would work with my PC and did not. Tried to troubleshoot with the steps on their website, and then was denied a refund when it didnt fix the issue. I was sold a product that I can not use, and demand my money back.

Desired Settlement: I want a full refund of the $49.99 USD + all applicable taxes sent back to my paypal account that was used for the purchase ASAP.

1/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Steam Corporation is in violation of their privacy policy. On Christmas day, December 25th, 2015, sensitive information was exposed to random users who were not the account holder. Names, addresses, email addresses, telephone numbers,and portions of credit card information was provided to random people due to a caching issue. Steam has not notified users of this data breach as of yet, unless they sought it out via online channels. Steam is only supposed to share this information internally, and to limited 3rd parties, not to typical users who have no relation to the account(s) in question. When contacted regarding this issue, Steam had only this to say: "Hello ****, Thank you for contacting Steam Support. As a result of a configuration change on December 25, 2015, a caching issue allowed some users to randomly see pages generated for other users for a period of less than an hour. The issue has since been resolved. We apologize for any confusion this may have caused. Your account security has not been compromised as a result of this change. If you have any concerns about account security and would like to have more information on our recommendations, please read the following article: https://support.steampowered.com/kb_article.php?ref=1266-OAFV-8478 Let us know if you have any further questions. Hello ****, We have provided all the available information and will be unable to assist you further with this issue. If you have an unrelated problem, we will be happy to assist you." How terribly dismissive this was. I had done everything in my power to protect my data by ensuring Steam Guard was enabled, yet Steam just gave out this information to users and refuses to admit their error to their customers.

Desired Settlement: Steam needs to share this data breach with every user that was registered on or before December 25th, 2015.

1/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had purchased a game "Dragon Ball Xenoverse" on the Steam store. Steam had a glitch in their system, showing I had played the game for much longer than I actually had. I had played for about 90 minutes, and the game is registering it for many hours. The company has denied me a refund, without investigating the possibility of their systems having an incorrect play time. They offer refunds if you have used a product for less than 2 hours.

Desired Settlement: I would like a refund for my game

1/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello on christmas Steam had a caching error which exposed thousands of people's private information that Steam was suppose to keep private. This is a huge issue of privacy and they have taken advantage of their consumers. Valve is the owner of Steam.

Desired Settlement: They need to be held legally liable for breaking their own Terms of Service and for exposing their customers' private info.

1/18/2016 Problems with Product/Service | Read Complaint Details
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Complaint: My 11 year old son purchased a game through the website and has tried for days to load it. Our computer meets all the specifications, but the game has not loaded even once. He has left it on the loading screen while doing other things, but it has never once loaded. After days of attempting to load the game, I have requested a refund from the company so that my son may purchase a different game. I was told that they will not issue a refund because his "playtime" exceeds the limit. I explained that there was no playtime, as the game never successfully loaded. Apparently, loading time is counted as "playtime" and no one cares that my son wasted his Christmas money on a game that he has not been able to play at all.

Desired Settlement: I would like a refund on the game that will not even load.

1/18/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Several months ago I contacted support to complain of being unable to access my online game client and purchased content. The problem was resolved. However the problem has resurfaced and now I have no access to my account, purchased content and links to customer service have been disabled.

Desired Settlement: I would like for this company to be required to address my concerns in a timely manner once and for all or be forced to issue a full refund on ALL PURCHASED CONTENT or $1,000 whichever is greater for my troubles. I have researched this company and found they have the absolute WORST RECORD IN CUSTOMER SERVICE and have apparently recently admitted to understanding this fact. I believe until otherwise disproven that Valve is not concerned about my satisfaction just as long as they get my money. I have purchased HUNDREDS OF DOLLARS WORTH OF CONTENT and I either want full and unrestricted, problem free access or a FULL REFUND OR $1,000 whichever is greater.

1/17/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I want to have my Steam account deleted. I no longer wish to use this platform & do not want a lingering account, especially now that they're having privacy & stability issues on the Steam platform. I have sent numerous emails to the Steam Privacy Feedback form, a general Valve email, and a contact form to Mr. Gabe N*****. The Steam Subscriber Agreement contains the following relevant passage: 'B. Termination by You You may cancel your Account at any time. You may cease use of a Subscription at any time or, if you choose, you may request that we terminate your access to a Subscription. However, Subscriptions are not transferable, and even if your access to a Subscription for a particular game or application is terminated, the original activation key will not be able to be registered to any other account, even if the Subscription was obtained in a retail store. Access to Subscriptions purchased as a part of a pack or bundle cannot be terminated individually, termination of access to one game within the bundle will result in termination of access to all games purchased in the pack. Your cancellation of an Account, or your cessation of use of any Subscription or request that access to a Subscription be terminated, will not entitle you to any refund, including of any Subscription fees. Valve reserves the right to collect fees, surcharges or costs incurred prior to the cancellation of your Account or termination of your access to a particular Subscription. In addition, you are responsible for any charges incurred to third-party vendors or content providers before your cancellation.'

Desired Settlement: I want my account & all my personal information on the Steam platform deleted & wiped from their servers.

1/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On Christmas day I had to place a lock on my account due to a data breach at Valve Software that exposed the personal information of myself and millions of others. I was told I would be provided with an unlock key to regain access to my account. I was never provided an unlock key. I have contacted Valve's customer service numerous times as that is their only way of having your self-placed lock removed. Valve's customer support does not return messages or calls. I am locked out of my account that I've used for 10+ years and have invested thousands of dollars in. Valve refuses to communicate on this issue.

Desired Settlement: I want Valve to remove the self-placed lock on my account. I would also like some sort of information on why my personal information was provided to strangers and what is being done to prevent this from happening again.

1/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a game called "Squad" that they are selling on their product "Steam". The game states "Squad is a 50 vs 50 multiplayer first-person shooter that aims to capture combat realism through communication and teamplay. Major features include vehicle-based combined arms gameplay, large scale environments, base building, and integrated positional VoIP for proximity talking & radio". I have been trying to get a refund for this game because it does not have the vehicle-based gameplay like it says. Steam says that because I have more than 2 hours of time in this game they will not refund me my money. There is no way someone can play a game for 2 hours and know if it has everything claimed. I have tried the refund process and even made a support ticket.

Desired Settlement: I just want my money back for them selling a game that is falsely advertised.

1/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a game on Steam which I wanted to play with a friend. When we went to play the game, the multiplayer component of the game was dysfunctional. As I spent a few hours trying to figure out how to get the game to work, my Steam account tracked my time as three hours played, which meant that I was no longer eligible for a Steam refund of the game, since their policy is a strict two hours of play time. I contacted Valve several times explaining that my three hours of play time were spent just trying to get the game to work (I was not even playing the game!). In response I received several automated answers that simply said I violated the two hour policy and these messages were clearly impersonal. I searched for a phone number and tried to contact someone who could provide me a personal response which took into account the particular situation that I was in, but Valve has no customer service phone line, and they force you to file complaints through their online system which only produces automated responses. I then tried to receive a refund since my game went on sale for 80% off three days after I purchased it, but again then would not refund me the difference between original and sale price, citing that I played the game for over two hours. It is absurd that I purchased a game which didn't work and cannot receive a refund because I spent three hours trying to get the game to work.

Desired Settlement: First, I would like to be put in touch with a representative who can offer me the chance to explain myself and receive personal feedback and explanation. Second, I would like to receive either a full refund or a refund which offers me the difference between the original price and sale price.

1/12/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased the Disney game "Phineas and Ferb: New Inventions" on February 27, 2015 from the company's Steam Powered website store for $17.99. The game's screenshot advertising on the Steam site showed the game graphics to be in the English language. After purchasing and installing the game, it was discovered that the game did not support English and only supported Russian and a couple other Eastern European languages. The email receipt did not contain a link to request a refund. I was also unable to find a method of requesting a refund. I left a negative review of the game on the Steam Powered website and received no response from Valve or Steam. Recently, I found out that it is possible to request a refund through a convoluted series of links on the Steam Powered website. I did so on 12/22/2015 and was promptly denied a refund because the request was 2 weeks past the purchase date. The refund terms and conditions should have been printed on the purchase receipt. Also, there should have been a warning or notification that the game being purchased did not support the English language. This is a blatant example of misleading advertising.

Desired Settlement: I would like a refund of $17.99.

1/12/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Tried contacting support about account issues, but I found that turn around is 4-6 business days. I really should not have to wait that long for content I OWN to be accessible. If they feel they need to be ***** pricks and do nothing about this issue, then I will file suit against them for withholding personal property unlawfully. We'll see how they feel about that ***** .

Desired Settlement: Get my account active immediately, or I will be finding an attorney willing to sure the ***** off of this company. Too many people out there are being bullied by this company and I plan on fixing it, even if I have to do it myself.

1/12/2016 Problems with Product/Service | Read Complaint Details
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Complaint: My home computer was recently hacked through the installed VPN software. While the culprit had control of my machine, he purchased three separate gift cards to the Steam website (www.steampowered.com). I, nor anyone else in my home, has a membership to this service. I immediately notified Steam to alert them of the illegal purchases. Steam took action by cancelling these gift card codes and deleting the accounts of the individual(s) who purchased them. However, they have refused to refund the amount that was spent without my consent. In summary, Steam has accepted $170 in payments, did not delivery $170 worth of goods/services, and yet refuses to refund the amount spent.

Desired Settlement: Since Steam has cancelled the illegally purchased gift cards, I would like these unauthorized charges credited back to my account.

1/12/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a game called H1Z1 from steam 2 days ago and immediately noticed after downloading the game it wasn't loading. The game's website indicated they were doing server maintenance but that it had ended hours earlier. The game continued to not load and I became frustrated and asked my money be refunded to my account so that I could make a different purchase. Steam accepted my refund and informed me it would be up to 12 days before they could process it. This is where my issue began. They took the money out of my account .2 seconds after I made the purchase, and I know generally speaking refunds can take a few days if you're asking the money be put back on your card, but I wasn't. I was only asking that my "Steam Wallet" be refunded the 19.99 so I could make another purchase through steam. I run a business myself, and if a customer wanted to refund a product and make another purchase through my company there would be no such thing as a delay for them. I can't think of any reason why I should have had to wait 12 hours to 12 days for my money to become available. That's utterly ridiculous especially since I'm going to spend it with them as soon as they make it available. But I'm busy and have a life and these things take time to download. Steam has pretty much cornered the market of online gaming. I could see if I had played the game for 24 hours why I should have to wait but the game LITERALLY would not load AT ALL! I informed them very politely that I expected my funds to be available by 5pm EST, or that I would be filing a BBB complaint against them for "dragging their feet" in essence. We all know if the refund has been approved, theres no reason to make a customer wait hours before they can make a purchase with money they have already basically spent with steam because my steam wallet is money they already took off my credit card.

Desired Settlement: Since I purchased a game that did not work, and had my refund approved already, and am now being made to wait due to no consequence of my own other than the fact that I don't feel like pulling more money off my card to buy the game I want and steam is dragging their feet. I feel I deserve a $20 credit to my account. They held on to $20 of mine longer than I was comfortable with for nothing to show for it I think that's very fair since I'll be spending it with them anyways. If this isn't doable I'll be seeking another online gaming service as I'm sure there are others who would be happy to sell me games :)

1/10/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: This company frequently claims that customers credit cards become unverified and for security reasons they must make two more charges to the card in order to verify it for security. This happens more than once and it happens once the customers have placed money into their online wallet; not allowing customers to use the funds they have already been charged for; until the extra verification charges are accepted. They charge the card first, then freeze the funds in their online store called STEAM until the card is charged again for verification. Holding the added funds hostage until I authorize another charge. This cannot be right.

Desired Settlement: I would like them to be challenged on why they feel they have the right to charge a credit card, and then say the funds are unusable for security reasons, only to offer a so called verification service that will charge the card again. I want Valve to publicly acknowledge and apologize for their shady and misleading business practices.

1/8/2016 Problems with Product/Service | Read Complaint Details
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Complaint: My credit card was compromised on December 9th. It was quickly identified and cancelled that very day. I logged into my steamgames.com account to verify there was nothing in my transaction history...which there was not. However, several of the charges were to the site steamgames.com on my credit card account. I believe steamgames.com mistakenly thought my account was compromised and suspended an account I have held for 9 years. When contact support to resolve this issue they say by policy they will not reactivate the account. I can't get any information to why they think the account itself was compromised and even if it was compromised I have reset the password, etc. Also experiencing several days between support responses. There is no phone number to contact for support.

Desired Settlement: I would like my account reactivated.

1/8/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: I purchased a game on Steam called "Cradle". After installing the game, on loading a level, it would sometimes hang, especially if alt tabbing out of the game. The frame rate is negatively affected by a bug that reduces frame rates significantly unless a controller is attached via USB. Mouse controls are sluggish. Essentially, in its current state, the game is unplayable for me. None of these issues seemed evident in the Steam reviews, which I relied on to purchase the game in early November. Steam/Valve have a policy of allowing refunds when a game is purchased at most 14 days ago and played less than two hours, for any reason. When I applied for a refund, despite the fact that this game failed its implied warranty of fitness, only these two tests were used in determining whether I am eligible for a refund. I did not receive the refund

Desired Settlement: I would like Steam to refund the game's price to my account's Steam Wallet (yes, I'm even just asking for store credit), $16.99, as required under Section 2 of the UCC: "Implied warranty of fitness—Implied warranty of fitness arises when the seller knows the buyer is relying upon the seller's expertise in choosing goods. Implied warranty of merchantability: every sale of goods fit for ordinary purposes. Express warranties: arise from any statement of fact of promise." A computer game can be reasonably expected to not consistently crash/hang, have unresponsive controls, nor require workarounds for obscure bugs that severely limit playability. Additionally, the review system can be reasonably expected to provide advanced warning of such issues (it didn't), which seemed to arise (perhaps) only recently. If Steam/Valve does not do this, I will file my complaint with the Federal Trade Commission, & potentially file suit in small claims court for punitive & triple damages.

1/6/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I formatted my pc and i did contact to steam to help me to get my games back.. Been waiting for months , finally they contact me but did not solve the problem.. Waited a few more months, then contacted them again..still stubborn, so i gave up and decided to file a complaint against them.. So please help.. Thanks

Desired Settlement: They should set up a live chat to help the problem instead of waiting months for their respond

1/3/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Over 100 days ago I contacted valve about my account being hacked. They have yet to assist me in any way and continue to say that there is nothing they can do. Clearly, there is something that they can do but, are unwilling to provide any sort of custom support. I have proven to them my account was hacked, proven that I am the real owner of the account and that still hasn't helped. They have told me "Hello Max, We have provided all the available information and will be unable to assist you further with this issue." In my opinion, this is the corporation attempting to make money off of me by not giving me my things therefore, to get them back, I would have to re-purchase them. This sort of service is remarkable, I can't believe I haven't gotten a solution in over 100 days. I have told Valve, the person who hacked my account got my account banned for cheating and they have told me that indeed is the case but, won't resolve my issue. I'm not asking for the ban to be lifted but, for my items to be transferred to my new account. It boggles my mind that a company with thousands of files claimed against them is still a running business and is making millions of dollars without customer support. They hide behind a computer and have no telephone support.

Desired Settlement: I would like Valve to transfer my items to my new account. Valve "SUPPORT" ticket number **************

1/3/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a game online through Steam Valve Corp. The game play had several issues, i requested a refund 17 hours after purchase and it has been denied. the following issues: - my system does not meet the processor requirements - the game is not online multiplayer - the game play is not what i expected - the game crashed on me I'd like to get a refund

Desired Settlement: I'd like to get a refund for the game and I'd like Valve Steam to better honour the advertised game guarantee as being resonable.

1/2/2016 Problems with Product/Service | Read Complaint Details
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Complaint: At roughly Nov 8 2015 around the time of 13:15 GMT +1, I received a near one thousand hour ban (Roughly a month) from a Steam (Valve's Online Service) sub-forum known as the Payday 2 General Discussion. This stunned me for several reasons, one, I haven't used that forum for over a month prior to this. And two, the ban detailed absolutely no information or circumstance as to why I was banned besides, and I quote now directly: " You have been banned from PAYDAY 2 Discussions by a PAYDAY 2 developer for your post in "PAYDAY 2 General Discussions": %text% " The only thing giving information in the ban notification was, and I quote now: " Ban Reason: You posted an offensive comment " Being stunned as I have not made any posts in that forum (for over a month, the old one not being associated with the ban at all or going against the online conduct rules) and nor have I had anyone else use my account (hacked or not, checked with logs) I contacted Steam Support around 20 minutes later after the incident in regards to the ban as It is nothing but shocking to suddenly receive it from a developer of a game themselves when I haven't done anything. It has now been over a month since I created my Ticket to Steam Support and It has been completely ignored by the company behind it, Valve. As I was left ignored, I did some research on this topic and found out that the developers for the game Payday 2 (The sub-forum of Steam which I was banned from) have a reputation of blatantly misusing their Steam granted forum powers and have been going around, falsely banning people that have left negative reviews for their game, Payday 2. Indeed, I have earlier left a negative review for Payday 2, stating my dissatisfaction of the developers gross behavior of breaking promises to introduce micro-transactions into their product. Developers on Steam however, have a separate set of powers to report reviews (such as mine) left on the Steam Store Page but they are instead forum banning people.

Desired Settlement: This is not the first time I have been falsely banned just to be blatantly ignored by Steam as I still have the ticket ID: ************** Be STILL unanswered and It was sent in back in 2013 regards to a Dota 2 guide I've made be banned for "Harassing another user" even though all the guide did was to go over gameplay mechanics with no user names mentioned or even referenced to. To see this trend continue up to today is nothing short of disgusting as Valve has gone out of their way to treat loyal, 12+ year returning customers like trash. Accordingly as my ban period has run out without them bothering to even answer me, I'd like to be given a formal apology from them and have all my associated Payday 2 purchases be refunded as I have lost all respect for both Steam and the Overkill developers of Payday 2. The ticket ID in question to this complaint is: ************** Associated Steam Account: ************************ Associated Email and Steam Support Account: ******************

12/31/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I pre-ordered Just Cause 3 from Steam. It finally came out December 1. It does not run on my system. It hangs at the load screen forever. I submitted a refund request on December 12 - less than two weeks after release date and with on 29 "minutes of playtime" (which was all load screen). According to Steam's policies: "Preordered games that have been released are still eligible for a refund, as long as the refund request is submitted within two weeks of the game’s release, and the game has been played for less than two hours." Steam denied my refund request, violating their own policies and proving, yet again, that they care absolutely nothing for their users.

Desired Settlement: A full refund of $76.48 for Just Cause 3.

12/29/2015 Problems with Product/Service | Read Complaint Details
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Complaint: The game Just Cause 3 was purchased as a preorder 6 October 2015. On the 30 November the game was released and found to be unplayable due to bugs. Refund request was made on 1 Dec and was refused as the date of purchase exceeded two weeks. Note that a refund request was made within 1 day of receipt of goods. A claim was made against my credit card and steam enacted the following restrictions on my account "This account will be restricted for 9 weeks (until Feb 9). Purchasing, gifting, trading, cd-key activation, playing online on VAC enabled game servers, and Steam Community access have been disabled. If the chargeback is removed, this restriction will be lifted and the content will be returned to your account. Once the restriction has been lifted, the Visa card used will no longer be an accepted method of payment on Steam."

Desired Settlement: I require a refund to my credit card and lifting of the above restrictions to my account.

12/27/2015 Delivery Issues | Read Complaint Details
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Complaint: Valve (Steam) is refusing me access into my steam account. My original steam account is still stored on a hard drive that is no longer part of a functional computer. The hard drive is still in my possession. However, because I'd like to access my steam account from my new computer, Steam installed an "extra security layer" that is now preventing me from accessing my account despite me having the correct user name and password. I've contacted their customer support and each time, they insist that I have to prove that I own the games that they've forced me to store on their servers. Again, I have the correct user name and password, yet they are refusing me access into my account, effectively preventing me from using products I've legally purchased and own. All the games that are contained in my Steam account, I've legitimately purchased on Amazon and Newegg. I have receipts and online records proving ownership of these games. I have no problems producing these documents for them; however, they've insisted on me providing them with a photocopy or scan of the physical CD key sticker. Since my purchases were downloads and not physical DVD/CDs, I can't provide them what they want. I do, however, have the CD keys stored in my Amazon Digital Games Library and I'd be more than happy to provide them proof of this.

Desired Settlement: Grant me access to products I've purchased that are held in my steam account.

12/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a member within the steam community run a trade scam on me with the equivalent value of ~$4,500 worth of steam items. I have all chat transcripts, transactions, and interactions recorded. I had contacted valve since it all happens within their servers and control and they refused to help or divulge any information about the memeber, although I directed them and showed them all the overwhelming evidence. Additionally, Valve had refused to replace my items or reverse the transaction while agreeing that it was a trade scam.

Desired Settlement: reversal of the transactions or replacement of said goods.

12/26/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I recently purchased Fallout 4 through Steam. After playing for a very brief time I determined that I don't want to keep the game. I don't enjoy it and it does not run properly on my machine. I am not going to play the game any more even if I could play it properly. I attempted three times to seek a refund from Steam and each time I was refused because I'm listed as having more than two hours of playing the game. (I have five.) Due to the nature of this game five hours is not a lot of time, especially since I spent at least 2-3 hours just trying to make the game work with my monitor resolution (it still doesn't). Additionally, despite the company's claims that they handle all refund requests on a case-by-case basis, all of their responses to me have been standard form letters flatly refusing my request, with not even an attempt to respond directly to any of the points I made. I understand the reason for the "two hour" rule, but in this case it does not and should not apply. I paid $59.99 for a product that I can not get to work properly and would not use even if I could.

Desired Settlement: I wish to have my $59.99 refunded at once, either back to my debit card or to my Steam wallet.

12/26/2015 Problems with Product/Service | Read Complaint Details
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Complaint: there is a charge on my account that is fraud. if this resolution is not resolved in a timely manner i will seek legal action against valve corporation/steam powered. 7.49 is allot of money to them. So lets put the risk higher. I be seeking more then that if we go to court. So is it worth that much to you? i think 7.49 being returned is not much. infact thats pocket change compared to what this company makes in profits from sales.

Desired Settlement: either store credit or replacement of the game atleast. Even tho I do not play the game that was bought. I perfer the money to be refunded. All i ask for. I really ain't asking for much. this company is thinking its a big deal for 7.49. well if its that big of a deal about i make it worth more then that when i go to court.

12/24/2015 Problems with Product/Service | Read Complaint Details
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Complaint: they refuse to let all users have the same level of security as users that use their android or iOS apps. they are offering users that use these apps discounts on products and services provided by them, they are also penalizing users who do not use these apps with holds on the virtual items that they trade to other steam users. the users affected by this move by valve are users of WIndows Phone, Blackberry, and those without a cellphone or other android or iOS devices. they are trying not only to force users to do things that they do not want to do or can not do for various reasons.

Desired Settlement: I want them to make a windows 10 app, for both mobile and desktop/tablet environments. I want them to to provide an alternate way of securing ones account if they do not have/want/cannot get the Steam Mobile App. Then for them to abolish special privileges to those that use the app, and punishments to those that don't.

12/24/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Valve Corporation is a software developer that created the Steam client: software for internet gaming. I have been a Valve customer and Steam user for years. On Sunday November 29th, I updated the Steam client on my laptop computer. The new update rendered my steam client useless (because it does not work with OSX 10.6.8, which my laptop cannot update beyond due to its age) along with the library of games on which I have spent hundreds of dollars. These are digital copies of games that I essentially own that can only be played via the Steam client; they are guaranteed to work on my system (and worked fine before the update). The very same day (the 29th), I contacted Steam customer service and opened a tech support ticket informing them of my laptop's issues with the Steam client update - they never responded. I have been messaging them every day ever since trying to get a response. Now it is Friday, December 4th and I have still not received a single message from them. I intend to obtain a full refund for the money spent on my now useless library of Steam games by reporting this unresolved issue to the BBB.

Desired Settlement: Valve Corporation will provide a full refund of every game in my Steam library, being that I suddenly have no access to them due to the update that is incompatible with my Macbook Pro. These games are guaranteed to work with my operating system OSX 10.6.8 (as specified in the system requirements listed next to each game in the Steam store), but now they don't all of the sudden which violates the guarantee. Being that tech support has not even attempted to contact me back after a week of attempts to contact them, I figured I have recourse to both report the company and demand this refund from them.

12/23/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Upon ensuring that my computer system met necessary requirements, software product from Steam Powered was purchased on November 19th, 2015 for a time sensitive project. Once installed, software would not load properly including several software generated errors. Attempted to created a 2 min. "performance" for export and received numerous software crashes. I contacted their support team via email in which they directed me to a forum for assisting. I followed steps provided and attempted again to use the software. I experienced the same issue with software crashes and export process of "performance video" taking several hours as if to export but then crashing again. I contacted the support team again to request a refund, and was told to send an email to another department in which I did twice and receive the same response that I had exceeded the download limit and no refund would be issued even though it states on the website for any reason during a 14 day period after purchase a refund could be issued. I explained to them if I exceed the time period of 2 hours it was because of following their steps to try to resolve the issue and attempt to export the video for again a time sensitive project. I emailed them a second time asking for a refund as I felt that it was a software considering that my computer met their requirements and I had no issues with any other software but this one. I received the same generic response that I had exceeded the 2 hour downloadable limit and a refund would not be issued. Considering that there is no phone number on their website to contact them directly, I had to search online to find a contact number. I was able to do so and to no avail the company number used only had recordings and voice mail to leave message and stated that "Steam Powered" had no phone support only email. I left a general message assuming a representative would contact me further to discuss and to date I have not received a phone call back.

Desired Settlement: I am requesting a refund in the amount of $14.99.

12/21/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Somewhere between 01.09.2015 and 20.09.2015 my Steam Account got stolen. I've discovered it on 20th and filed a support ticket with Steam. To date there's no reaction. Meanwhile my account changed hands a couple of times and got deleted. All this time I don't have access to services (games) I paid for (>9 weeks total).

Desired Settlement: I would like access to my account restored.

Consumer Response:
Better Business Bureau:

The company did respond to my ticket on 1st December. By now, the issue is resolved. Having waited 3 month it’s still a terrible service, but there are no problems now.



Sincerely,

******* *********

12/21/2015 Billing/Collection Issues | Complaint Details Unavailable
12/21/2015 Problems with Product/Service | Complaint Details Unavailable
12/21/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased the Cities XL download code from ****** in March 2015 and entered it into Steam program to redeem. We downloaded it and my son played for 2 hrs. Then the game sat unused until a month or so ago when he tried to run it and it gave him an unknown error. I finally got around to testing it this month and could find nothing on their website that would help. I submitted a ticket but just got an automated email. I uninstalled the game, and all other Steam games (that are working) from my PC. I uninstalled the Steam client. I updated my PC with Windows update, re-installed Steam and all my Steam games. Cities XL is the only one not working. All it says is unknown Stem error, which leads me to believe it's Steam related. In any event I've had a few email exchanges with support but it's all automated responses. I feel like I got ripped of. I filed a complaint with ****** too. I either want the game to be fixed with help from live tech support or I want a refund. Their tech support is horrible.

Desired Settlement: Either fix the game with help from real person tech support over the phone or refund me my money.

12/21/2015 Problems with Product/Service | Complaint Details Unavailable
12/19/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I bought a game of steam(valve) and was under the impression it was for Xbox one, only to later find out it was for pc. After 3 failed attempts at returning the product, and getting my mother involved, I resorted to contacting the BBB.

Desired Settlement: I would like for them to refund this game (just cause 3), witch cost me quite a bit of hard earned money.

12/18/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: My son has been ordering on line games from valve corporation for 2 years now. He is 11 years old and has been a good customer of valve's for quite some time now. His first issue with valve happened when he ordered and paid $30 dollars for a game called Ark : survival evolved. He was able to load the game after he originally downloaded it but was never able to load it again. We contacted valve through e mail to notify them of our problem but they denied us a refund based upon the fact that my son had used the game for 3.8 hours. Valve has a 2 hour max usage refund policy on their games and refused us a refund based upon that policy. The problem with this policy is that it counts the time that you are attempting to load the game and not just your actual "playing time". My son spent over 2 hours trying to load the game and for this reason we believe he is entitled to a refund of his 30 dollars. We wanted to call valve corporation to discuss this issue with a company representative but we could find no contact number to do so. My sons user name for steam is *****************. The charge was put on my credit card. Thank you for your help with this matter.....***** ********* ( Father )

Desired Settlement: To have the 30 dollars that we paid for the game refunded.......Please help us !

12/13/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My account through steam (**************************) had been hacked and after being refunded the money spent during the hack valve has locked my account and the only way I can have my account unlocked is through filing a 'ticket'. However, they haven't responded to my ticket and after 24 hours that is unexceptable. I shouldn't be treated like a criminal because someone else hacked into my account. All I want is the full functionality of my account back.

Desired Settlement: I want my $1.18 I had in my account back, and I want my account back to full functionality. I'm disappointed in how Valve have handled the situation.

12/12/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My Steam account had been hacked on 11/19/15. The person who hacked the account changed the email address on my account and changed the password. I tried to notify Steam of the hack via the Support Ticket system. In order to create the ticket Steam Support sends a email THEN you can submitt the ticket. I can not get a support ticket submitted and am left with no way to contact the company. I have tried sending several emails to email addresses I have found and requested to have access to my account access returned to me and provided the information requested by Steam's website. I only get an automated response saying that "due to the sheer volume of emails" they "may not respond to" my email! I thenThe only response I have received back from Steam was an automated reply. Steam has ultimate control over access to games purchased by consumers and should have a quicker support system or contact PHONE NUMBER to restore access when there is a problem.

Desired Settlement: Want the account that was stolen via hacking returned to me or a refund for my purchase.

12/10/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My Steam account was hacked on 11/17/2015. When 100 dollars was taken out of my checking that was linked to my account, along with 200 dollars +- of inventory. I can't access my steam account and have been completely locked out. With wait times in the months, this is my only avenue to try and speed things up. These hackers move fast, there needs to be something in place to lock an account. I had steam guard on and everything. Never got emails or text. At this point, that account is worth about 1500 or so, or did... Luckily I deleted my payment info before I was locked out ( did that before changing password, felt more important). If you Valve people read this, ******** is my account. I typed up and sent quite a detailed report to you with screenshots and everything you need to rule in my favor. You guys are lucky I deleted my payment info before I got locked out.

Desired Settlement: I would like a 100 dollars credited back to my checking account, and my inventory returned to it's state before I was hacked. That get me back to...Before this happened.

12/9/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Purchased a game from Valve through their Steam platform and spent several hours trying to get into the game itself. I was never able to fully load the game as it kept crashing out while downloading updates, every time I started the game it took almost 30 minutes to load in and then would not complete loading. Steam refused to refund my money because I had a play time of over 2 hours. Steam counts play time as having the game menu pulled up in the Steam platform not as actual in game play. They stole from me and refuse to pay me back the $19.99 that is due me.

Desired Settlement: I want my $19.99 back and I want it yesterday.

12/7/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Steam is an online company that provides access to video games that can be purchased and then downloaded through their website. The game is bought through Steam, and only through a Steam account can you access your purchased game. Steam has a refund policy of "2 hours of maximum gameplay". The issue is that they have no customer service, and no representatives to solve extenuating issues. The game is corrupt and the data being downloaded has many issues coming through Steam. Money has been spent and the game will not even get passed the loading screen. The game randomly shuts down and this is why it shows that I have more then 2 hours of gameplay, thus exceeding their refund policy. The bottom line is that this company takes the money of the consumer and holds no responsibility or accountability as to whether or not services have been rendered. They have no hand in creating the game, just acting as a middle man that delivers the game digitally. Since they hold that responsibility, it is Steam that should issue a refund for a game that cannot even be played. Their is no sign of negligence or misuse on my part, only the corrupt data that has been received by Steam. A refund should be issued, especially within this short amount of time since the games release with apparent issues that have been documented by multiple users on the Steam website. It is, quite frankly, a disgrace to see the amount of people who are left with no ability to contact Steam to resolve any issues, as this is a common problem that Steam has had since its inception. They admit to needing customer service, but then do nothing except take money from customers with no continuing service. I have politely communicated the issue with Steam, and there is nothing but an automated response that sees the refund policy has been exceeded and pushes the customer aside.

Desired Settlement: Steam needs to issue refunds for services that are not rendered. They exist to provide a digital download of a game, and if the game is corrupted because the medium by which the downloads take place has an issue, then they need to issue the refund. This is no way a ploy to play a game and then ask for a refund, this is the inability to play that game period. Their system for measuring how much a person has played a game is also corrupt and inaccurate, and this is how they base their decision.

12/6/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I bought my grandson a game from them. He played it for like 3 hours but it was not working to his liking on the computer and had problems with the software. I told him to request a refund for my credit card. he did and they came back and said that the limit is 2 hours and they would not give a refund. I emailed them but have not heard back from them. I want that 59.99 off my credit card as he does not play the game due to the problems.

Desired Settlement: refund

12/6/2015 Problems with Product/Service | Read Complaint Details
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Complaint: On the 31st of October, I purchased a game called Beasts of Prey from the Steam Store. It was a semi-decent game and I clocked over 190 hours on the game over all since purchase. However, as of the August the 8th 2015, the developer put up a notice informing people that he was moving countries and that he would be unavailable for a time however we would be getting notices of his movements. We have heard nothing since and are currently stuck with an Alpha stage game that seems as though its no longer going into any further development. Around the time, another game called ARK Survival was released by a different developer that pretty much captured what this developer wanted to do. We have not seen anything from the developer since and believe he has stopped development on the game. There are forum posts of concerned players on the Steam Discussions page as well as people demanding refunds. What's more, the game is still listed on the Steam Store page and unsuspecting players are still purchasing the game even though I believe people have contacted Steam regarding the state of the game, absence of the developer and the listing on the Store page and they have not responded. I have asked for two refunds - more over the last year - regarding this and they have shot me down because of the playtime on the game. I Understand I am over the two hour limit time in their policies but the game is still in Alpha and the developer has gone into hiding and completely disappeared. I feel I am stuck with an incomplete product and other people are being ripped off if they purchase this from the store. This is not what I paid for.

Desired Settlement: I simply wish for myself to get a refund (even steam wallet for something else), them to review the state of the game and regarding if the developer has indeed abandoned his game to remove it from the store. At least to look into it. Presently people are buying a game that is - by length of the discussion and game reviews - having being abandoned.

12/6/2015 Problems with Product/Service | Read Complaint Details
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Complaint: on October 20th 2014 I purchased a game called Landmark - Trailblazer DLC off the Steam store to basically play and enjoy. I have really not touched the game at all as at the start there were apparently a lot of issues being worked on. In total I have played only 4 hours of the game and that was spread out over this time (before November 2015) - I haven't really touched the game and was on briefly on either march 2015 or June 2015 (not sure on the calendar rotation on the information given). But overall I am two hours over the supposed Steam refund limit and I've asked Steam recently for a refund as it appears - going by the discussions page, the developers really did no work on the game and have put the game on a backburner (have for a long while now) as they're working on a different game. The last post by developers were back in June. The developers have stated in a post (I can provide a link) that the game has had work on it stopped as they work on Everquest NEXT. There is even a thread on there with people demanding refunds as this is not what we were looking for. I do not want a game - utterly incomplete - while they work on something else. There has been nothing posted since by developers or anyone regarding and updates - news - at all. The game is still listed on Steam and unsuspecting people will end up purchasing and losing money from their wallets. There are threads on the games discussions pages and the reviews from players recently and posts are very negative as we feel we've been cheated considering the cost of the game.

Desired Settlement: I would like a refund to either my credit card or more preferably my steam wallet. I also wish Steam software staff follow up on Landmark developers and either have developers change the information regarding the game as informing players the situation and state of the game and the "work capacity" on the game prior purchase so people don't buy the game, find out no works being done on it and feel cheated and ripped off. Its not right buying a game, finding out that its being put on the backburners over something else and spending money on a product that's having development pretty much stopped or having no action. That post was in June, this is November..... I did not sign up for this...

12/4/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a game from Steam (Vavle) and with in 4 days of purchase they dropped the price 75%. They refuse to refund me my money for the amount it dropped and continue to send me automated responses on the issue.

Desired Settlement: I wanted the entire game refunded due to poor performance, but they ignored that request with a automated response. They have been very stingy about giving me my money back, I at least want the 75% back that they dropped the product right after I purchased it

12/3/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a digital copy of Final Fantasy XIV Heavens Sword via Steam by mistake not realizing that it was not compatible with a Final Fantasy Mog Station Account. If I wish to use the Steam digital copy, I would have to cancel my Mog Station Account, create a new square enix account using a different email address, and start all over. I attempted to acquire a refund, but the company denied my request saying that the game time exceeds 2 hrs. I tried to explain that's incorrect. It took me over 10 hrs to download the game plus updates before I could select the play button. Upon entering the game, I noticed it was logged into my pre-existing Mog station account, showing my level 50 character, but not the expansion.

Desired Settlement: I either want the steam digital copy of a Realm Reborn & Heavens Sword refunded to me or I want to be able to play Heavens Sword using my pre-existing account via Mog station.

12/3/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I had a charge back on my account and valve suspended it and give it back when its fixed. OK, that's not the bad part the bad part was that I fixed the charge back on Nov 10 and they have not given my account back.

Desired Settlement: I want my account back in full. All items taken away due to the charge back, to be back in my possession.

12/1/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Valve wrongfully VAC banned my Steam account from playing Valve video games. Steam support claims this ban was legitimate, however I did not cheat, and my computer was never compromised. Valve's policy of not saying why or how VAC detected a cheat, while understandable from their point of view in retaining the effectiveness of their anti-cheat software, is not right. Valve has nothing to lose by removing this VAC ban, for if they truly believe I was cheating, then their automated system would ban me again.

Desired Settlement: I request that the VAC ban on my Steam account be removed.

12/1/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My son opened a Steam account - run by Valve. He paid hundreds of dollars for games and the website has gone down or will not work and we have contacted them repeatedly for days with no response. There is no phone number to reach anyone. We've tried their steam support website - we keep getting locked out. Their system is set up to steal people's money and then make it impossible to get a hold of anyone to either get a refund or have the problems fixed.

12/1/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have requested a refund on FFXIV but was denied. I have not played the game for the 12 hours that the system has documented. The 12 hours was me sitting in the login screen pressing refresh every 3 minutes. Square Enix was willing to refund me the cost of the game but it would need to be handled by Steam. They have denied me more than 5 times stating I was playing the game longer than they allow, which is false and login time should not be counted as game time. If refunds are on a case by case basis then why isn't my history actually been looked into?

Desired Settlement: I would either like a refund or be able to gift the game to someone else who can actually use it.

11/29/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My steam account was hijacked or hacked and they have locked out my account. I have provided them with a receipt from 2 years ago that proves I am the owner of the account. This was from when my account was active. There is no way that the hacker who recently gained control over my account would also be able to log in to a dormant paypal account and retrieve a receipt from 2 years ago. They are holding my account hostage and demanding the original email address with which the account was opened. They only reply to my support ticket once per day and basically refuse to restore my account until I give them the original email address. As someone who is concerned with privacy, i change email addresses quite often. Once every couple of years. This steam account was opened 8 or 9 years ago. I have no idea what original email address i used. This is outright fraud and I'm fed up with it. They are basically not allowing me to use hundreds of dollars worth of games I've purchased.

Desired Settlement: I want my account restored so that i can properly update my info and put in place the steamguard so that it cannot be hacked again in the future.

11/29/2015 Problems with Product/Service | Read Complaint Details
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Complaint: For many years we have been very good customers of Steam thru Valve Corporation. A great deal of money has been spent over the years so my son can have the video games he needs to provide a world in wich he can escape the traumas he has endures thru lifes brutal harshness. On november 1 2015 along with other games purchased my son wanted a few extra ad ons for some games he already had, he did not realize how overpriced they were when added up and since no extra items for games that cost under 60.00 should ever come to more than the game itself icontacted steam the same day to ask them to remove and refund those add on extras only for those 2 games. Steam responded november 3rd and locked part of my account and Took 12 games i paid for as well as extras i paid for , in addition to the 2 game extras i was aking for help with, This violates my customer rights to access to products purchased and paid for by me. Where is united states government oversight of companies treament of consumers in the case of valve an steam ?? There seems to be none and thus they do whatever they want with absolutely no repercussions, and we the customer suffer the THEFT of the SERVICES and PRODUCTS that we PAID for. Steam responded on the 3rd, i have heard nothing from them in 6 days. I have written both STEAM and VALVE with NO RESPONSE. Please make them give me acces fully to ll the games i own, and return all they took unrightfully.

Desired Settlement: Valve & Steam to get a uper level resolution expert to open a responsive commmunication with me to resolve this.

11/26/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have reported several incidents to steam support via email, ticket and community support. All options have failed several times leading to a unresolved problem/case I am trying to get support so I can get my account situation felt with because a lot of money is lost from a ban not allowing me to access my content when I was wrongfully banned.

Desired Settlement: To have my account be felt with over a period of time. I'm not askin for a unban, I'm asking to be talked to about why I was banned, for what reason and possibly a wrongful ban. What I'm trying to say is please help those in need so problems don't become bigger.

11/25/2015 Problems with Product/Service | Read Complaint Details
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Complaint: There is a illegal charge on my account. I want it to be refunded as it not authorized. I contacted them but i am being told its not gonna happen. when i never made the charge of 7.49 for a game called cs:go. details of the transaction: xensor12 Counter-Strike: Global Offensive 7.49 USD Subtotal: 7.49 USD Tax: 0.00 USD Total: 7.49 USD Payment Info: PayPal 7.49 USD Confirmation Number: ****************** Date confirmed: Sat Aug 16 13:32:26 **** ****************** this is the paypal id. Order Description: Counter-Strike: Global Offensive Invoice ID: ****************** Date: Aug 16, 2014 Time: 13:33:27 PDT Status: Completed i don't even have the game in my library. i never made this charge. i have tried paypal once. but they told me to go to steam about this issue. as it was past there timeframe. I have done so. but they are fighting. So now I want to see if they wish to keep fighting me over a illegal charge. that is grounds for legal action including but not limited to law suit. all i want is what was stolen from me returned. 7.49 u.s dollars. thats all i ask. nothing to big. its something simple not hard.

Desired Settlement: REFUND of 7.49 dollars. it can be credited to my steam account xensor12.

11/24/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Purchased downloaded game from their library, played for 50 hrs with no problem. (This game came with add on games) When I started to play ad on game which is intertwined with original game, the computer crashed. Rebooted and played the game again with same results. I informed them of this problem. I told them that I like the game and wanted it fixed by them or if they can't fix, a refund to purchase another game. They replied that I played fifty hrs and can't refund price. They sent a link to a forums for the game and that I was to search for a fix for it. I wrote back saying I didn't buy this to fix their defective software on my time. So back and forth. I told them it is like buying a new car and you have to fix it if it is not working. and search for the solution. That is my problem with them..

Desired Settlement: Repair or refund to purchase something else

11/21/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I bought a game from Firaxis (Civilization 5) then Steam formed a business venture with them and altered the method of playing the game. They recently performed some changes on their end that makes the game inoperable. They do not provide a fix for the game, and they need to be compelled to fix the problem they caused.

Desired Settlement: Steam needs to be sued or put out of business. They have no competency to provide the kind of service they claim to provide, and they cause damage to previously well-functioning games.

11/21/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I purchased the game Age Of Empires II Hd for 24.99, I tried to use the program on multiplayer and it has an excessive lag that it is unplayable. I tried many different way to resolve the issue from research on the internet. My internet connection is not the issue after several test my ping is 40ms which is a ping that would make game play very good, my computer specs and my internet connection speed greatly out preforms the requirements for the game. I contacted steam whcih is the program for a refund and they say because I played the game for more than 2 hours that they cant issue a refund. Nowhere did I see this when I purchased the game and I wasn't notified before buying this game I would not have spent so much time (19 hours) trying to solve my issue with it. The company refuses to solve this issue or refund my money.

Desired Settlement: All I want is my 24.99 back I paid for this game that does not function correctly and also I want to delete my account with this company because I will never use them again.

11/19/2015 Problems with Product/Service | Read Complaint Details
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Complaint: they create a game where u can be kicked for doing nothing wrong and u don't get anything for wasting ur time and u don't get to benefit from ur effort and u just are having ur time wasted and that game is csgo.

Desired Settlement: also some kind of compensation

11/16/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Dear BBB, In July of this year my brother, with the help of his friends, gained access to my computer and while doing so partook in a game of Counter Strike: Global Offensive--a product of Valve. While playing on my computer and under my account, my brother and his friends may have used a wall-hack to "cheat" during one game. The valve claims that: "Actions that result in an undesirable experience for all of the other players in the game are strictly prohibited," however time and again I have been victimized by such behavior--smurfing/cheating/intentional de-ranking (shooting teammates)--and yet now I am the one being penalized for something I did not do. I do not care what the valve representatives have to say, as described in my initial correspondence with them, my brother, who has access to my account, was playing in my absence during the alleged cheating. I was gone less than an hour before this ban occurred--strange considering that I've played complete game with hacker and cheaters. To add insult to injury, and in fact my greatest source of anger (directed towards Valve), is that I am not allowed to trade or even sell my items/skins. This time of thievery is despicable. In fact, this type of behavior is actually illegal--I have checked with my lawyer. It's one thing to ban the account from competitive play. It's another thing to prevent me from extracting items (which I paid actual cash for). Thank you for your assistance in this matter.

Desired Settlement: I would like the value of my items returned to me via Valve's Steam client, or I would like the ban on my account rescinded.

11/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchase the game Hegemony III through the business's digital distribution software, Steam. The game is a strategy game requiring extended play to progress. I found the game difficult: significant time was required to become oriented, to set myself up in paused action for live action, and to overcome initial obstacles. The game was so challenging that I tried each of the initial play options to see if I could figure out how to make headway. Altogether, the Steam software recorded my initial play at almost 17 hours in less than a 24-hour period. First, that number cannot be correct or nearly correct. Second, the Steam refund policy is to "typically" not grant a refund for more than 2 hours of game play. While I may have played more than 2 hours (but not 17 hours) I believe the nature of the game required more than 2 hours for me to decide it was not what I thought I was purchasing and that the game was unplayable for me. I submitted two refund requests to the business, and each was almost immediately declined despite my effort to explain why I felt a refund warranted.

Desired Settlement: The business will release a refund for my purchase.

11/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In late 2013, I bought a copy of Counter ****** ****** Offensive. However, due to being forward deployed and active duty military, I was unable to partake in playing of the game buy was extremely anxious to play in the advertised Competitive Mode. A few months ago, when I returned back to the US, I reinstalled and finally loaded up the game to try it. I was met with the inability to play Competitive Mode, as it requires a certain amount of experience points. Fine, sort of understandable, but wish they would've mentioned that on the sales page for the product. After finally gaining enough points to get to the Competitive Mode I bought the game to play, I was met with a player who refused to play competitive, faced a wall and sat there. I initiated a vote to kick the player and the entire team voted in favor. When the match was over, I noticed that I was now banned from playing Competitively for "abusing the kick system". This was never mentioned. I filed a support ticket and got a canned response to an obscure page that was not written at time of sale nor at game release. The game itself never mentions this, and the sales page still does not mention anything about a restrictive competitive mode. They falsely advertised and sold the game and refuse to respond to support tickets. The refund policy states 14 days or 2 game playing hours, but that it is not also a hard and fast rule and to submit requests for refunds anyways. However, their canned response implies it is (and links to the page that says it is not!), so either their canned response is lying or their refund policy page is lying.

Desired Settlement: I've requested a "store credit" (***** ****** ******) for the purchase of the game, since I did play it and the purchase was so long ago. I figured this was a fair compromise for Steam falsely advertising this game and failing to declare its restrictions of play beforehand.

11/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A product, ********** ***** *****, Purchased at approximately 8:25pm EST using Valve Corporations Steam online store, does not work. The nature of the error is that the video game crashes every 10-15 minutes during play. At this point, I have attempted several community solutions which were suggested by Steam's Game forums. Each "solution" requiring at least 15 minutes of gameplay to check if the problem has been resolved. Checking all of these allegedly ran me over 2 hours of gameplay, although on my account only 2 hours have been recorded. I have screen captured these figures. There is no warning of this being a known issue, or that the product is defective, on the game website. There should be some sort of warning here that there are known issues. If I had known, I would not have purchased this game in the first place. I requested a refund twice, first with a direct money refund to the purchasing VISA card, and secondly to credit my steam account. On both occasions I received a negative response from Valve which I have kept on record. I currently have all supporting documentation for my claim, which is not unreasonable: a refund of my money for a product that does not work which, by their own guidelines, meets the qualifying factors to be refunded. The simple fact is this case is that I have been misled, either purposely or accidentally, by Valve corporation to purchase software which does not work, not just on my system but as I now understand on most, if not all, systems. I am requesting a refund for my purchase. While I felt I was being reasonable by asking for a store credit (since ubisoft made the game and Steam is simply the retailer) I would like my money back entirely for this to my VISA. Should a refund not be granted, I will be contacting VISA and registering a complaint for Fraud in the sale of faulty products.

Desired Settlement: I request a full refund to my VISA. At the very least a refund with store credit would be acceptable; however, I would be seriously unimpressed with this result from a company I have supported for several years.

11/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought a game that didnt work well for me. It kept freezing and I spent many hours trying to get it to work. The developer of the game posted in his forums(and its still there) that I should ask Valve/Steam for a refund. I did, and valve/steam refused the refund. For a game that I cant finish because it freezes.

Desired Settlement: The business has a duty to refund the game to me. It isn't a completable game and its own developer suggested/stated I should ask Valve for a refund on the games forum site there on steam.

11/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Thu, Sep 24 2015 my computer was hacked via a RAT and all of my in game skins (that cost real money) was traded to the hacker. I opened a support ticket to try and resolve this issue and then my account was locked (I couldn't play any games online or make purchases) I have been waiting ever since. The ticket number is **************

Desired Settlement: All skins returned to my account OR a full refund for them and my account to be unlocked

11/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a problem with accessing my Steam account to down and play the games I purchased, I went through the proper channels and contacted Valve/Steam via their support system and have had no reply in more than 10 days. There is no other way to contact them, I tried calling Valve Corporation Bellevue, WA but was told to go through their support system and hung up on.

Desired Settlement: This type of support is unacceptable and needs to be fixed I can understand 2 or maybe even 3 days to respond to a ticket but anymore then that Constitutes and breach of contract and should make there TOS unenforceable. Thus allow consumers like myself legal options.

11/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My son's steam account has been hacked twice and all items he had purchased were stolen. These were one sided trades with no benefit to him so very obvious there was no initiation or motivation on his part to make these trades. Steam hides behind an email address for customer support and does not have a phone support. Both he and I have emailed trying to get resolution with zero response from valve corporation. It makes me wonder if they are not doing this themselves to get more money from their customers.

Desired Settlement: move my sons purchases to a clean account that has not been hacked and return all items. Suggestions on how to prevent this in the future.

Consumer Response:  

The company did contact me as a result of the complaint and the issue was resolved.

 

Thanks for your help and please update the case information.

 

****

11/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently had a dispute with this company over general discussion forums and probationary practices. I have decided that I will no longer participate in this company's forums nor will I ever buy any products from them again. I currently have $18.64 in my "Steam Wallet", which is an online account that holds my money for future purchases or services on Steam's website. Since I will NOT do business with this company again, I requested to have my money refunded to my Paypal account. This company responded to my request with generic support services that do NOT correlate to my specific request. There are no options for me to request my "Steam Wallet" to be refunded to my PayPal account. This company did not offer any resources or other means for me to validly secure my unused funds from their website. Moreover, there is no way to contact this company by phone since I either have to leave a message to a generic recorder or I get connected to a recorded message saying in essence, they do not handle support request through their phone line. In fact, the recorded message directed me to file a refund request online, which of course, I already did. As I have stated with Valve Corp., I want my money. It is not theirs and they have no legal right to keep my funds. I wish to file a complaint for illegal service activity against this company.

Desired Settlement: I want my money back. All $18.64 of it. I DO NOT WANT STORE CREDIT. I DO NOT WANT A REFUND TO MY STEAM WALLET. I want the full amount refunded to my personal account and then, only then, will this matter be settled.

11/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On October 16th 2015, I was reading about the video game Counter Strike: Global Offensive online. As a new player of this game, there is a wealth of knowledge online regarding strategy and helpful tips. After finding a few players who wanted to chat with me and help me out, one of them sent me a link that was supposed to have helpful information. Instead, I was robbed of my most valuable digital item in the game. This was completely unauthorized by me and done without my knowledge. I contacted Valve Corporation immediately and provided them with all of the necessary information. Valve provided me with a few steps to take, including changing all of my passwords and scanning my computer for viruses/spyware/malware/etc., many of which were found. After this was completed, Valve contacted me today on October 21st 2015 letting me know they would not help me out. Valve Corporation has consistently fostered a community which is unfairly biased towards protecting hackers/scammers and has consistently turned a blind eye towards these practices. The digital items that players own have real-world value, and are treated the same as physical items. As such, the theft of these items from another person should be treated the same as a person coming into your house and stealing any physical real-world items from you. This is a real issue and must be taken seriously.

Desired Settlement: I would like Valve to replace the digital item that was stolen from me. Valve has access to my account history and the ability to replace items that were stolen. I would also like Valve to punish the person who had stolen this item, as I have provided them with screenshot s of the person involved, and the evidence of what they have done.

11/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Steam Support over a week and a half ago to resolve an issue with my account. My cellphone broke and I lose access to my Steam Guard safety feature (used to secure ones account). I sent in a support ticket and waited for a reply and have yet to receive one. I closed that ticket today and reopened a new one in hopes they answer this one but I doubt they will.

Desired Settlement: I want Valve to assist my issue and remove Steam Guard from my account so I may log in. That is all I request.

11/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On September 29, 2015, I filed a Support Ticket with Steam Support about issues logging into my Steam account. The issue involved the Steam Mobile Authenticator and my inability to access the Authenticator. The reason why I am unable to access it is entirely my fault. I had to factory reset my Android device and I forgot to remove the Steam Mobile Authenticator from my account. Furthermore, the Recovery Code that was issued when I first started using the Mobile Authenticator does not seem to work and the Steam Support website is giving me errors whenever I try to use it to remove the Authenticator. I tried to ask Steam Support to remove the Steam Mobile Authenticator and disable Steam Guard so that I can access the account again. They have not contacted me at all during this time, so I have filed a second Support Ticket and contacted Gabe N******

Desired Settlement: I want to gain back access to my Steam account, which has over 700 games on it.

11/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a game called beamNG drive through Steam online. I downloaded the game on 10/18/15 and attempted to play, but the game crashed as soon as a race was selected. Error reports were sent via online reporting. I attempted to uninstall/reinstall game today 10/19/15 and continue to see the same problem. I requested a refund for the game and was denied because Steam erroneously logged 8 hours of game play between yesterday and today. There is no phone support and this is my only course of action.

Desired Settlement: I would like a refund to paypal for the purchase price of the game, $26.55.

11/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Currently Valve runs a software program that sells video games. It allows people to purchase games from developers as a middle man. I bought a game from them in april 2014 called metro 2033 redux in a bundle format that came with last light as well for 49.99$. This product was released broken and hundreds of people have had issues simply starting the game. I have been on of those people. Valve at the time did not offer their refund with less than 2hrs of gameplay or withing 14 days at that time. I have been patiently waiting for this game to get fixed and over a year later this product is still faulty and I can not play it. Neither Valve nor the publishers are willing to do anything for me and Valve refuses to refund me a broken product that they sold me and knew was faulty. I would like my money refunded for selling me a faulty product and have tried multiple attempts to do so and they refuse to refund this product. I don't even need it to be refunded to my card and would gladly accept store credit, but neither company acknowledges the hundreds of people that can not play the broken game.

Desired Settlement: Refunded monetary in the form of either store credit or restored monetary to bank account.

11/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My account had been hacked in some way or form without my knowing and I have some how been flagged for fraud when I have not done anything on my account. They are asking me for credit card numbers that I have never used on my account and the ones I provided where not enough for them. I their response they told me that I was in the wrong and they would refuse to release my account. I have re opened the ticket several times trying to fight it and have now been ignored for over 2 months I have tried emailing people higher up in valve and at this point their support team is complete crap. I just want to be able to buy games on my account I resorted to buying games for my fiance instead and playing them on her account when shes not on the computer. I should not have to do this. I have never committed a fraudulent act in my entire life and me being guilty without them even looking into it is bull crap =\ all I want to do is give them my damn money and I cant buy anything from the store because they think I have committed a fraudulent act.

Desired Settlement: I want my account un restricted thats it thats all I require my account name is ****** my ticket is **************

11/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My sons steam account was hacked and we are trying to get in contact with someone from valve steam company. I have sent emails and submitted a support ticket with proof that the account is actually my sons. There is no phone number or anyone to contact. No one from steam has responded.

Desired Settlement: We would like his account back along with all of the games we have purchased.

11/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My son's Steam account was highjacked by another user. Steam then replaced that account with another that did not have any of the games or items that we have purchased through the last few years. There was hundreds of dollars worth of software that we had purchased. I tried to resolve it with a ****** dispute, but then Steam removed ALL the items from my other son's account, but did not refund any of the money that was spent through ******. I have emailed and attempted to call with no response. Basically Steam took everything back that we have spent hard earned money on. Parents need to be aware that Steam's security is not very strong as other users are able to highjack other profiles. When this occurs Steam will freeze the account, but not return any of the purchased goods.

Desired Settlement: I would like Steam to reinstate 2 accounts and return the games and items that were taken back. My son's love this site and are very upset that they have lost. If Steam does not have the technology to do this, then I would like a full refund of all monies that was spent on these accounts; from ******, and gift cards.

11/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Steam account had been hacked on 9/30/15. The person who hacked the account changed the email address on my account and changed the password, even though I had Steam Guard protection in effect which shouldn't have allowed this. I locked my account and notified Steam of the hack. I then requested to have access to my account access returned to me and provided the information requested by Steam's website. The only response I have received back from Steam was an automated reply. I have attempted to e-mail twice since with no response with the emails being added on to my original Steam support ticket. Steam has ultimate control over access to games purchased by consumers and should have a quicker support system to restore access when there is a problem.

Desired Settlement: Restore my access to my Steam account as I have proven that the account is mine.

Consumer Response:  

This complaint has been resolved and my access to the account has been restored.

 

Thank you for your assistance.

 

****** *****

11/1/2015 Problems with Product/Service | Complaint Details Unavailable
10/30/2015 Problems with Product/Service | Complaint Details Unavailable
10/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i purchased a season pass for a product(batman:arkham knight) which at the tie was scheduled to release in july, i reached out to the developer of said product recently to obtain a release date and was informed not anytime soon, it has been 3 months since release (console versions were released). i reached out to steam about my purchase for a refund since it has been 3 months and no delivery of my purchase and i was denied.

Desired Settlement: i feel like steam should refund myself and others who purchased the season pass and place a formal apology on their front page for all to see and in the future advise costumers of delays and offer refunds for delays.

10/28/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was fraudulently double charged multiple times while adding funds to my sons Steam account. I plan to also contact the FBI to investigate this illegal behavior after finding out others have been impacted.

Desired Settlement: This is a systemic problem in which the company is fraudulently charging customers twice during a transaction. Each time I paid with PayPal, my password didn't work the first time. The 2nd time it went through and I was double charged. I believe the company has intentionally written software to double charge transactions.

10/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Valve Software's Steam Tech Support team regarding a software glitch last June. After three months, I got a canned response that showed that 'Support Tech Jared' did not take the time to read my support request or provide a serious or meaningful response instead providing a canned response that had nothing to do with the support request at all. We are now into October and Valve's support team has continually failed to get this addressed and goes on pretending to be oblivious to the problem and ignoring complaints about their software glitch outright.

Desired Settlement: 1. Valves commitment to see the support team is properly trained on how to conduct customer service (read the request and if necessary do the research before providing a response rather than insult the consumer with canned responses having nothing to do with the support request) 2. Valves commitment to addressing the long outstanding bug within a reasonable timetable.

10/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My steam account had been hijacked and had hundreds of dollars of items stolen from it, and when i reset the password and regained control the account their "Steam Guard" activated and locked the account out of being able to do anything other than play offline games. I submitted a ticket with steam support a week ago and have not heard a word from support or the company.

Desired Settlement: I would like to have steam support: 1. Unlock my account so that i may continue playing online games and make purchases. and 2. Recover the stolen items back into my account inventory.

10/22/2015 Problems with Product/Service | Complaint Details Unavailable
10/20/2015 Problems with Product/Service | Complaint Details Unavailable
10/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My son's accounts was compromised. I followed the instructions on Steam's site to self lock the account after the account was compromised and the email/password was changed. I contacted Customer Service and provided the required information as proof of ownership. It has been almost two months and have not received any communication. I have followed up directly with customer service to no avail.

Desired Settlement: I just want to regain access to the account.

10/17/2015 Billing/Collection Issues | Complaint Details Unavailable
10/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Valve Corporation sells software direct to the consumer via the Steam download marketplace. My account has become locked in the process of recovering a forgotten password. To be fair, *I* locked the account to prevent possible fraud/hackers from getting access. I submitted a support ticket on 9-11-15 and have not had a single response in two weeks. In the past two week several of the programs I want have gone on sale and I have been unable to purchase them due to being unable to log in to my account.

Desired Settlement: I'd simply like to get some support from STEAM SUPPORT in the form of a password recovery and an unlocked account. I'd to access the library of software I've legally purchased and talk to friends that I know from the Steam Community. (Important Side note: My programs *ARE* installed on my computer, but many, if not MOST, of them require logging into the Steam application in order to run those programs.) But, if I can never access my account ever again, I'd like a full refund for the amount I've spent so far to date. That amount is unknown at this time.

10/15/2015 Problems with Product/Service | Complaint Details Unavailable
10/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I moderate a religious group on steam and a group of trolls constantly harass, spam invites and messages, I have reported the users for TWO YEARS and not a single thing has happened, emailed customer service they shrugged me off. These users post hate speech, post pornography ( some illegal things as well that i'd rather not mention) and harass users through comments.

Desired Settlement: I want them to actually reprimand these users for terms of service violations as well as harassment. If this problem is not resolved I will pursue litigation against Vavle for their negligent attitude and allowing these things to go on almost daily at some points.

10/15/2015 Delivery Issues | Complaint Details Unavailable
10/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After my account being hacked by China. I used the in system block tool to lock my account, Very big mistake.... It would of been easier to allow them to hack me. I have set up a support ticket ************** as per there instruction and am still waiting for a response 26 days later. I have been unable to buy new games or play my games on the online servers due to my account being 'locked' The system which is supposed to help the users is a hindrance. And i will be turning it off next time.

Desired Settlement: I would like my account to be unlocked so i can play my games

10/14/2015 Problems with Product/Service | Complaint Details Unavailable
10/11/2015 Problems with Product/Service | Complaint Details Unavailable
10/11/2015 Problems with Product/Service | Complaint Details Unavailable
10/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have filed request to escalate twice now two disputed moderations by Community Moderators in their Community Forum to no avail, formal complaint requests not responded to AT ALL. Their Steam Support service is entirely devoid of support no matter the matter--even when requests to delete certain titles from my videogame library were made. Nothing. Service is slow. It's my opinion that Valve is becoming too large to care about the customers which made them, and living nearby, I'm tempted to contact them in person. Moderators are abusive, and sheltered by Valve; of course, if they are attempting to make a community like videogame communities of old (early 1990's, 1980's, &c) were, then they are failing miserably. There is no facilitation of discussion, and only hammering of either trolls, suspected trolls, & abusive moderators. Again: it's my opinion that Valve is becoming too large to care about the customers which made them, and living nearby, I'm tempted to contact them in person. If this is the future of videogaming on the PC, then I don't want Valve's Steam in the picture.

Desired Settlement: I would like my complaints properly seen, acknowledged, and taken to formal complaint status--not ignored. Please. I do not want a simple "we're looking into it". I want status reports, as Steam Support should have given me since my last complaint in January. I have been very polite to your service, and my patience is running short. I mean, I've spent quite a bit of time & money on Steam, and I don't see why that should continue for me or for others. Trust me, I make noise.

10/11/2015 Problems with Product/Service | Complaint Details Unavailable
10/9/2015 Billing/Collection Issues | Complaint Details Unavailable
10/9/2015 Problems with Product/Service | Complaint Details Unavailable
10/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My very expensive Steam account got hijacked (we are talking thousands of dollars invested) and i have made a ticket over a week ago and yet haven't gotten any real response. My Origin account got also compromised and i managed to recover it in under 2 hours via customer support number. The staff was really friendly and despite the fact that my account there isn't worth even a fraction of what my steam one is (and that i had horrible pronounciation), they were super helpful, walked me throughout the process and restore access to my account! Valve should be seriously taking some notes. EA might be making the worst decisions when it comes to DRM and stuff, but their customer support is unbelieveably amazing. This just shows how much Valve respects its highly valued customers who pretty much keep spoon feeding them money. Very sad and i hope that i get my account back as soon as possible.

Desired Settlement: Restoration of my account as soon as possible.

10/9/2015 Problems with Product/Service | Complaint Details Unavailable
10/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased the game Goat Simulator on Steam in 11/2014. The last two months the game has stopped working, always crashing. I asked for a refund of 6.99 twice and was refused. The game no longer works therefore it is useless and I would like my money back.

Desired Settlement: I want a full refund.

10/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear BBB, On September 7th, 2015 I lost access to my Steam account due to a new authentication methodology employed by the company. Steam is a software service primarily aimed at computer gaming. I have purchased well over two hundred games from Valve/Steam, and I am no longer able to play any of them until my access is restored. The problem has to do with a new "two-step" authentication that uses a mobile phone application to verify one's identity. I put in a ticked to their support system on September 7th (ticket #*************** and still haven't received a single reply to it. They have no other way to contact them (phone, etc.), so I am completely at the mercy of them getting around to it. Besides this single issue, I think this policy is ludicrous when one considers the size of the company, but I digress... I very much hope the BBB can help me get my account access back. It's very frustrating to pay literally thousands of dollars for products that you can't use due to small account problem. Thanks in advance for your help. Sincerely, ***** *******

Desired Settlement: Have access to my account restored, or have all my purchases refunded (as I cannot use them).

10/7/2015 Problems with Product/Service | Complaint Details Unavailable
10/7/2015 Problems with Product/Service | Complaint Details Unavailable
10/6/2015 Billing/Collection Issues | Complaint Details Unavailable
10/5/2015 Advertising/Sales Issues | Complaint Details Unavailable
10/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My son has a gaming account with Steam. We purchased many games and items through with our credit card. The account was hacked into, and we lost all access to our games. The hacker has also tried to make fraudulent charges with our credit card. We opened up a trouble ticket with Steam, but they have not responded. We have been waiting for over 30 days.

Desired Settlement: We would like a refund for all games and items purchased under the account.

10/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Steam Account ************* has been hijacked. I opened a ticket with Steam Support number ************** *** have not received any response as to its status. My personal information is at risk. I need to have the account reinstated to me please.

Desired Settlement: I would like to have the account reinstated to me or have contact with steam to refund all of the purchases I have made. Pleas contact me to resolve this.

10/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On August 23rd 2015 I contacted Valve's Steam Support because my account had been hacked. They did not respond within three days. I was still able to access my account so, I fixed the issue myself by changing the password to the account and changing my account name back to it's original name. Then on August 31st 2015, Valve locked my account and made me submit information to prove it was mine. There was still no communication of this from a customer service rep, it was automated. My account has remained locked until today, September 14th 2015, with no communication with a customer service rep at all. I have replied to my own ticket in their system almost everyday since asking them to please acknowledge that I even exist, or to let me know they are working on it, to which I have received no reply. This treatment of customers is unheard of by reputable business'.

Desired Settlement: All I want is for my account to be unlocked, without retaliation by Steam employee's, for this filling. They don't even have to communicate with me if they are really that adamant to ignore me. I have submitted the proof required to verify that the account is mine, so there shouldn't be any communication further required.

10/4/2015 Problems with Product/Service | Complaint Details Unavailable
10/3/2015 Problems with Product/Service
10/3/2015 Problems with Product/Service | Complaint Details Unavailable
10/3/2015 Problems with Product/Service
9/30/2015 Problems with Product/Service
9/30/2015 Problems with Product/Service
9/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My son had a steam account that was hacked. We contacted Steam but never recieved a response. We have purchased over 200.00 in games which he is now unable to play because he locked his account. He made a ticket over six weeks ago. I added to the ticket three weeks ago and we have still not had a response. He is unable to change his password because the hacker made a false email. All we want is for him to access to the games we have purchased.

Desired Settlement: My son able to play the games we purchased.

9/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My sons account was hacked into and now with all the money I have put into this STEAM thing, I cannot get any responses in regards to this. Not only was his account hacked but all the information was changed so we can't even try for a new password. Furthermore, one of the virtual knives that was paid top dollar for was stolen by the hacker. I have provided and ample amount of screen shots to show all sorts of information needed and I haven't gotten one response what so ever.

Desired Settlement: Get my son back into his account and track the people whom hacked the account with the information provided.

9/28/2015 Problems with Product/Service | Complaint Details Unavailable
9/27/2015 Problems with Product/Service
9/27/2015 Problems with Product/Service
9/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased the Call of Duty Black Ops 2 bundle for $99 from their Steam store. The game refuses to work for me properly and I have spent hours troubleshooting my connectivity issues. It is the only game I have that will not function properly when trying to play online. I have made 3 separate requests to have the game removed from my account and refunded. I have been a Steam customer for almost 10 years now and feel like they are blowing me off. I have been denied my refund multiple times now with them simply stating that my playtime for the game exceeds 2 hours. I have not played this game for 2 hours, the reason it shows that is from me keeping the client open during troubleshooting and attempting to play. I am extremely dissatisfied and feel cheated by their seemingly automated responses.

Desired Settlement: I simply want my game to be refunded. I don't even mind if they put the funds in my wallet. I just want a working product.

9/25/2015 Problems with Product/Service | Complaint Details Unavailable
9/25/2015 Problems with Product/Service | Complaint Details Unavailable
9/22/2015 Problems with Product/Service | Complaint Details Unavailable
9/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have purchased a few games over the years from this company, which the company gives access to through their client software - Steam. Unfortunately if you get a new computer, or simply haven't logged on in a while, they require a code to be sent to you from their support just to get access, even if you have your correct login information. The problem with this is, their support is non-existent. I write this on behalf of the literally hundreds of people I have seen on Steam forums, Facebook, and other places, some have literally waited over a month for a response. This means that since all games are accessed through the Steam client, paying customers may not have access to their product for weeks at a time. The company also requires you to have a separate login just to post on the forums for help from fellow Steam users. Ironically, they won't let you post there either without receiving a code, which never shows up because their support is, again, non-existent. They make it impossible to ever address a grievance with them. They purposely have no phone number so they don't have to address all the angry customers directly, and customers have no legitimate means of expressing grievances to the company, or even get a refund, except to wait for weeks upon weeks, with only the hope that support will respond. This is a common practice for companies to cut costs by not providing legitimate customer service, and defaulting to communication methods that can be ignored because they refuse to hire people, or simply have no concern. The bottom line is, preventing paying customers access to their own accounts (by no fault of their own, having all correct login information), by lack of support, is the same as theft. They are not providing a product/service that is paid for.

Desired Settlement: I would like the business to contact me to grant access to my own account. I would like them also to do the same for all of the other people who are in the same situation. They need to raise their standard of support to an honest level. If not, then I would like a refund for all games purchased.

9/20/2015 Problems with Product/Service | Complaint Details Unavailable
9/19/2015 Advertising/Sales Issues | Complaint Details Unavailable
9/18/2015 Problems with Product/Service | Complaint Details Unavailable
9/18/2015 Problems with Product/Service | Complaint Details Unavailable
9/17/2015 Problems with Product/Service | Complaint Details Unavailable
9/17/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Bought a Game on steam, bought extra purchase of content for the game. Game goes on sale days later. Steam refuses to refund difference after I asked nicely. I now want full amount refunded, plus the extra content. I have no intent to ever play this game again based on their ****** practices.

Desired Settlement: Full refund of game and extra content.

9/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I tried to file a complaint with you before,but never received a response (including a confirmatory email). So I think it did not go through. I bought a computer game (Civilization V) from *******. They use steam/valve corp to authenticate their games. The game must be authenticated before it can be loaded. I had the game on my old computer. Since that is broken, I tried to load the game on my new computer. I have the user Id, password, product code, and I know my old email address--though I can no longer receive mail at that address. Steam/valve refuse to let me log in and authenticate the game because they sense it is a new computer. They want me to confirm receipt of an email to my old address. I cannot do that. All i et are automated responses--no one is their to help me past this logjam that they have created. It is my game. I paid for the cd and it is entirely unfair that I am reliant on this fly by night company to use the game I paid for.

Desired Settlement: I want a person to contact me and sort this issue out.

9/15/2015 Problems with Product/Service | Complaint Details Unavailable
9/15/2015 Problems with Product/Service | Complaint Details Unavailable
9/14/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My Steam account was restricted, that restriction was supposed to end on the 18th of August 2015. Every time I log into my Steam account I'm greeted with a message saying my account is restricted and the restriction will be removed on the 18th. It's now the 25th. I've contacted Steam support twice and gotten no response, my account is still restricted (which according to the message I see every time means "Purchasing, gifting, trading, buying and selling items on the Community Market, and cd-key activation have been disabled.")

Desired Settlement: I'd like this overbearing restriction removed from my Steam account already.

9/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I opened a support ticket on August 13th (Today is the 24th). The nature of the ticket was to get my account unlocked. I had previously thought that my account was stolen because i received notice that my email was changed so i had my account locked. It turned out to be my nephew. I followed the steps to get my account unlocked but have yet to receive any kind or response. If the only way you have to contact someone is through their ticketing system there should be a higher priority on at least contacting people to set an expectation on when the ticket will be worked.

Desired Settlement: To one day have this ticket worked and my account unlocked

9/13/2015 Problems with Product/Service | Complaint Details Unavailable
9/13/2015 Problems with Product/Service | Complaint Details Unavailable
9/13/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have tried to reason with your complaint department by e-mail you have repeatedly given me wrong information or information that has no bearing on my questions which are as follows: 1. If I can not access my old e-mail address to authorize the transfer of my already purchased games that still show on the site how do I accomplish getting the games restored on the new site I was forced to open on your site? your responses were unbelievably complex and misleading and you never did adequately address the question you just responded with formed answers that had little or nothing to do with my inquiry 2. We established an on going dialogue on e-mail where you evaded my questions and offered little or no advice to me to help regain the games which are in excess of $100.00 that I have bought from you and again over $100.00 for games that I have bought from ****** and have had to use your "service" to play. your support service finally refused to answer any more of my e-mails 3. my only alternative that you present me with is to buy my games back from you for the second time, me having to purchase them from you again is unacceptable. 4. I want to play my games that I own that you are refusing me access to, and being that you apparently have many consumer issues with this I do not want to be expedited into some sort of null zone where you will not comply with anyones wishes including mine; you are a mega corp but this does not mean that you have the right to practice this sort of bad business I WANT TO PLAY THE GAMES I OWN.

Desired Settlement: reinstate my games that I have purchased that must be accessed through your site Steam/valve, to your site, so I may access and play them at will as your service has promised. or return my money. Do not give me any more formed answers that are too complex to follow. this will require effort on your part I would assume, make it please. I have records of all of the transactions and the conversations, and have no problem taking anything to small claims, and beyond, we don't have to do that if you will just give me my games that require your service to play they are mine not yours you are the service not the customer. I WANT MY GAMES.

9/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 8/6/15 I locked out my account due to it being compromised. On that same day I changed my Steam, windows, and email password and submitted proof of ownership of account. 16 days later, I have yet to hear back from a Steam Support rep about unlocking and my reclaiming of the account.

Desired Settlement: Resolution of this issue so that I can reclaim my account and use the Steam service fully including, but not limited to, purchasing games, redeem product/key codes, and playing games online

9/10/2015 Problems with Product/Service | Complaint Details Unavailable
9/9/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My sons steam account was hacked and we are trying to get someone within the valve/steam power company to address the issue. Either refund his money or get his account back working. No one has responded to multiple emails. There is no working phone number either to get any answers

Desired Settlement: We would like to see his account re instated so he can continue to play video game

Consumer Response:  

To whom it May Concern

 

I had filed a complaint with BBB against the Valve Corp and would like to inform you that over this past weekend they contacted us and re-stored the account.

 

I thank you for your efforts..

 

Warmest Regards,

 

********* ******

9/7/2015 Problems with Product/Service | Complaint Details Unavailable
9/7/2015 Billing/Collection Issues | Complaint Details Unavailable
9/5/2015 Problems with Product/Service | Complaint Details Unavailable
9/4/2015 Problems with Product/Service | Complaint Details Unavailable
9/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Valve's security issues for steam account's usually and will respond to Steam Support Tickets quickly however, its been over 2 weeks with no response from the company. Despite me providing multiple ways of showing the account was mine that they asked for they refuse to reply.

Desired Settlement: My steam account and an Item restoration.

9/2/2015 Problems with Product/Service | Read Complaint Details
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Complaint: This company has no customer service what so ever. there is no way to contact this company other than a nonfunctional email “support” system that can take them days of not weeks to address any type of concern. My account has been locked for the better part of 3 months without my knowing it until I when to purchase a game. At that time I was told my account was locked and I would need to submit a request though their support email service. It has been over 10 days without any notice or movement on Valves part. I am locked into the service due to the fact that I have 30 or so games purchased from their server. There is no resolution no feedback no customer service of any kind.

Desired Settlement: I want someone in a timely manner to address my concern and unfreezes my account.

9/2/2015 Problems with Product/Service | Complaint Details Unavailable
9/2/2015 Billing/Collection Issues | Complaint Details Unavailable
8/30/2015 Problems with Product/Service | Complaint Details Unavailable
8/30/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: My son purchased a game for less than $10 and Steam then downloaded a $18 game along with it. My son played it thinking it was free (since he didn't buy it). Since he played it they would not refund my money. I then disputed it with my credit card company. A few days later my son tried to log onto his account and a popup window said that his account was locked and would remain so for 9 weeks unless I did a chargeback. Then, if I did that that credit card would no longer be allowed on his account. They used misleading marketing practices to make more sales and then used extortion to make me pay so that my child would not suffer.

Desired Settlement: Honestly, I'd love to get my money back but fear that they will penalize my child in some other way because it is clear they don't give a damn about their customers or being ethical. If, however, the BBB feels that their actions need to be addressed please contact me so I can provide more information (including the screen shot showing extortion).

8/28/2015 Billing/Collection Issues | Complaint Details Unavailable
8/28/2015 Problems with Product/Service | Complaint Details Unavailable
8/28/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Hello, my cousin bought this game and ran it on his computer without my permission and with my information. I have corrected this issue and will not occur again. I am requesting a refund of this game for the ability to purchase DLC in Steam for another game I was originally planning on buying it for. Valve Corporation has demonstrated their nature as an apparently power and money hungry corporation who does not care for their clients and has refused to assist me in sorting this problem out. I am happy to use Steam, and its services are very beneficial. But when this kind of stupidity occurs and Steam Corporation turns its back on and gives the middle finger to the clients which support it, feed its employees, and keeps the company afloat. That is when ethical and moral concerns in regards to the company raise questions so just how good the company shows benevolence and amnesty to the people that make the foundation of its success. Furthermore, the company’s ability to demonstrate its character superior than that of a greedy, unethical beast would be ideal for we, the consumers. But a refund for this stupid waste of money, regardless of my asking as a client, philosopher, and ethics scholar to have this problem solved and continuously does the company has given me the middle finger, crossed their arms and said something along the lines of, "Sorry we cannot do anything about it, too bad, and screw you the consumer." They have not lived up to their quality and customer service, especially in the time when they must uphold their honor to the consumer, as I have my own.

Desired Settlement: I simply want a reimbursement for the money wrongly and mistakenly spent on RPG maker. So I may apply it towards a pre-owned game's downloadable content. I also actually want them to read my damn inquiry. The automation process of current companies without an official review of an employee, a live human being employee as I, the writer of this complaint is disgustingly overdone and unappreciated. It makes me feel as if I'm just another brick on the wall, or a piece of code in an endless program. Please assist me in fighting for my consumer rights BBB. Thank you.

8/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought some games that require an account with Steam (Valve Corporation) to install and play. About $200 worth of games. I tried to re-install one of these games last night and Valve wont let me. I tried to log onto my account but they wont send me the info I need to my E-mail address I gave them. I then opened a service account and valve says I have to respond to an E-mail they are sending to my address. (**************com) but they haven't sent an e-mail to my address. I have waited over 5 hours now and still no e-mail. I went to re-log onto my new service account with them and I get the response they have no account by that name but when I try to make another account using the same info I get the response that account already exists. This type of holding peoples property hostage and refusing to let them use what they paid for should be illegal. I now have several games I paid for but can't play because Steam (Valve) is refusing to let me log on. The E-mail address they have on file is no longer in use and they provide no way to update that account. Making people pay for things then refusing to let them use it should be illegal and probably is somewhere.

Desired Settlement: I want them be required to leave a way a person can log onto their account even though they have changed their e-mail. A phone number and address should be made mandatory by online business' so people can talk to them one on one instead of hiding in the shadows like Steam (Valve Corporation) is doing. Also I want my games useable. After all I paid for their use and Valve (Steam) is refusing to let me use them. Their website runs you around in circles and wont let you get to anyone that will help you. It says contact support and when you click on the link all you get is a return to the area you started in and no support. Just a vicious circle with no way to contact anyone.

8/22/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Two weeks ago I had an issue with my phone. I had the Steam Mobile app installed which created Steam Guard codes as extra security for my Steam software. I had to do a master reset on my phone which of course deleted the app. Now when I try to reinstall the app, it asks for the Steam Guard code which was created by the app on this phone. I submitted a support ticket two weeks ago today asking them to either disable my Steam Guard or change it to send me the codes via email, since I do not have access to my Steam account and all the games I paid money for. I have been locked out now for two weeks. I have not heard a single response whatsoever in two weeks, that is unacceptable for any customer service, especially when the customer is a paying customer. Two weeks without any response and being locked out of my account. I have sent emails to Valve, entered in other Support Tickets, went to their page on Reddit and submitted a post requesting help. No response from any of those for two weeks now.

Desired Settlement: I would just like my Steam Guard either deactivated or the codes sent via email, and an apology from Steam Support for making me wait so long.

8/22/2015 Problems with Product/Service | Complaint Details Unavailable
8/22/2015 Billing/Collection Issues | Complaint Details Unavailable
8/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Illegal transactions on an account. They won't close the account down for protection and refund the what was spent on our account.

8/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent a ticket for steam support and they didn't respond is long time, my account got hijacked which must be important for them as its for me, i've been playing for 3 years, almost 24/7 most of the time, i can't stand being away from my account .. steam support are so frustrating, they didn't respond for 1 week while i gave them all the information and everyhing they needed

Desired Settlement: I want them to help me to get back my account which only takes 2 mints of their time .. they only need to open my ticket nothing else

8/17/2015 Problems with Product/Service | Read Complaint Details
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Complaint: On June 20th, 2015 I purchased from Steam "This War of Mine" game during Steam's Summer Sales event for $7.99 with my debit card. After a few weeks I eventually played the game and really enjoyed it. I got 11 hours worth of time playing it before it started to randomly crash every time I played it, making it unplayable as of now. (A big chunk of that time was spent replaying the same parts due to constant crashes.) I posted a request for support in the Steam forum for this game. I never received a response for support. (As of now, when I go to the forum for this game I get an error stating it doesn't exist anymore.) I also posted on the ** *** ******* forum (makers of the game) in their support section that I needed support. I never received a response from them either. I then contacted Steam(Valve) on July 18th to request a refund due to the product no longer working and no one willing to provide support. They denied my request and stated I had played more than 2 hours as their reason and told me to follow a link to contact support. When I went to this link, it redirected me to same site (** *** *******) I had previously posted a support request in. I submitted a ticket to Steam for support on July 22nd. I was again redirected back to the same forum and denied a refund. The developer's are not supporting the game for me, Steam is not supporting it, and my copy is no longer playable after less than 11 hours of game play. When I purchased this game it was not stated that I would have a limited amount of game play time available before I could no longer play it. I feel that Steam(Valve) is operating under unethical and possibly illegal business practices by selling products that break after limited use and denying support or refunds. I attempted to contact a supervisor to discuss the issue but no phone support was an option to me.

Desired Settlement: I would like a full refund of the non working product, either back to my Steam wallet or the payment method used to make the purchase.

8/16/2015 Problems with Product/Service | Complaint Details Unavailable
8/15/2015 Problems with Product/Service | Complaint Details Unavailable
8/7/2015 Problems with Product/Service | Complaint Details Unavailable
8/4/2015 Billing/Collection Issues | Complaint Details Unavailable
7/28/2015 Problems with Product/Service | Complaint Details Unavailable
7/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On June 17 2015 I preordered a videogame off the STEAM website. The game is called Batman Arkham Knight. The game was released on June 23 2015. The game cost me $59.99 US Dollars. So many people had performance issues with this game that STEAM pulled it off their site. It is still not for sale currently on their site. I myself had issues with the performance. The game crashes every ten minutes. On 07-11-15 after hearing from the maker of the game that it won't be fixed anytime soon maybe fall 2015 at the earliest, I requested a refund from STEAM. I have been denied twice. The reason I was given was normally STEAM does not give refunds past 14 days of purchase and if the game was played longer than 2 hours. Since I preordered the game I could not play it until it was released about a week after I bought it and I've played 2 hours and 12 minutes of the game. I feel I paid $59.99 for a game that I can not even play due to performance issues. Since STEAM is refusing to refund my money I feel they sold me a broken product and took my money.

Desired Settlement: All I am requesting is a full refund since I can not play the game I purchased. I even offered STEAM to give me $59.99 is store credit I could use towards another game and they refused. I'm not asking a lot. I'm only asking my money back for a game that I can not play. STEAM is aware of the MASS issues with this game since they pulled if off their site.

7/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Six months ago Steam/Valve banned my account from certain forums/communities of their site. For the past 6 months I have waited for an explanation of the rules of their site and for the imprudent punishment laid on my account. In the 9 plus years I have been a consumer of their site, I have been subject to comments ranging from false and libelous accounts of criminal libations to outright personal attacks and vulgarity. Not once in my 9 year history has Steam taken any action against those users. However in the past year alone, Steam has constantly seen fit to continuously and repeatedly ban my account. So much to the point where I have no reason to believe they have done so other than petty vindictiveness. I have simply asked for a deliberate explanation for their actions and what their contract is with users of the site and why it is being applied in one sided and petty manner. That was 6 months ago. Since I have received no response I have no choice but to believe that have seen my inquiry and have no intention whatsoever of even deeming to give a response. The irony of course being they have no problem banning my account in a matter of minutes.

Desired Settlement: I would like my account rights reinstated. The same rights that Steam has no problem divining to users who have committed far far egregious acts. I would also like an actual human response going into detail their supposedly expected rules of conduct and why it is applied in such a blatantly one sided and vindictive manner.

7/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a game from steam for 100 dollars. The game is called landmark. In the game you are supposed to be able to claim land, and then build on it however when I got in the game, all the land is claimed so you basically cannot play. I played for 13 hours total in a day, exploring and looking around, thinking that I simply was not understanding or not finding what I needed to play. I owned the game less than 24 hours when I asked for a refund. When I told steam repeatedly they sent me some form email, repeatedly, saying they would not refund it because I had played more than two hours. I spent a lot of money and cant even play it. This is a scam. They should not sell a product that is unusable, especially not for 100 dollars. I have spent thousands of dollars on games for them, and never once asked for a refund just because I didn't like a game. I said, well it was my choice to buy it, if I don't like it that is my fault. This is not the case. This game promises something it does not deliver, and they don't supply customer service, in fact they seem to try and avoid it.

Desired Settlement: I just want my money back.

7/21/2015 Advertising/Sales Issues | Complaint Details Unavailable
7/21/2015 Problems with Product/Service | Complaint Details Unavailable
7/21/2015 Problems with Product/Service | Complaint Details Unavailable
7/21/2015 Problems with Product/Service | Complaint Details Unavailable
7/21/2015 Problems with Product/Service | Complaint Details Unavailable
7/21/2015 Billing/Collection Issues | Complaint Details Unavailable
7/13/2015 Problems with Product/Service | Complaint Details Unavailable
7/13/2015 Problems with Product/Service | Complaint Details Unavailable
7/13/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: This business has fraudulently charged my debt card for $499.87 in two transaction, one on 06/03/2015 for $399.87 and 06/05/2015 for $100.00. There is no customer service to resolve this matter, just an answering machine. Either my debit card information had been stolen or someone at Steam Games and/or Steam Powered had physical access to my card information and had been using this information for fraudulent use. As for trying to resolve this through Steam Games and/or Steam Powered is ridiculous, there is no customer service, just leave a message, which I have, twice and still no reply. It seems steam servers are always under maintenance every time I tried there help desk. I cannot reach anyone in this company.

7/13/2015 Problems with Product/Service | Complaint Details Unavailable
7/13/2015 Problems with Product/Service | Complaint Details Unavailable
7/13/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My Steam account was permanently trade banned without any explanation. I have never attempt nor successfully scammed someone so this allegation is absurd. Upon contacting Steam Support I received a reply 5 days later (very slow response time) just to tell me something which seems copy and pasted and essentially says my account was reported for trade scams but as I said before I have never done anything like this so I know for a fact Steam Support must of not investigated the issue and simply gave me a robotic-like reply which is simply not acceptable. Here is my profile - *************************************

Desired Settlement: I would like Steam to revert the permanent trade ban on my account as I am totally innocent. I encourage them to investigate my account to the fullest of their ability. Look at all my recent communication on Steam, recent trades and anything else one would use to investigate such an issue. Here is my profile - *************************************

7/13/2015 Problems with Product/Service | Complaint Details Unavailable
7/9/2015 Problems with Product/Service | Complaint Details Unavailable
7/9/2015 Problems with Product/Service | Complaint Details Unavailable
7/9/2015 Problems with Product/Service | Read Complaint Details
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Complaint: In April, I purchased a game "Dying Light" to download on my computer. It took about a week to download and when it was complete it didn't work. It is a game in which the player has to shoot zombies. The game moves but there are no zombies to be seen. I have requested a refund several times and each time I get a response that includes instructions on what might be wrong and how to fix it. I tried all the suggestions in the article that they sent me and nothing worked. I again requested a refund. Again, they told me that I had to read another article and contact the tech support of the actual game (not their website). Further, I was told that I had to provide a report and detailed notes of my attempts to fix the game before they would issue a refund. For whatever reason, this $60 game that I purchased is not working and they want ME to figure out how to fix it. I do not have time or energy to do this and I don't think I should have to. Finally, in the last email sent to me it stated that I could respond by "replying" to that email. I have tried numerous times and I get notified that it is "undeliverable." They apparently do not want a response.

Desired Settlement: All I request is a refund of the $60 that I spent on this game that we are unable to play.

7/9/2015 Problems with Product/Service | Complaint Details Unavailable
7/9/2015 Problems with Product/Service | Complaint Details Unavailable
7/7/2015 Billing/Collection Issues | Complaint Details Unavailable
7/6/2015 Problems with Product/Service | Complaint Details Unavailable
7/6/2015 Problems with Product/Service | Complaint Details Unavailable
7/6/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a game that is played online called elder scrolls online(ESO). I was able to create a character and play for less than an hour. I was then unable to reach the game servers. After contacting ESO they informed me it was my ISP ( I have all of the chats from both the ISP/ESO and Valve). Because I am not able to play this game ESO said I would have to get my refund through Vlavle but I should redownload the game and (takes 2 days to download the game) try logging in again which I did. Now valve says they cannot refund because I have played for over 42 hours but I did not, I played for under and hour and spend 2 days redownloading the client. I looked on steams forums under this game and several other people had the exact same issue. I forwarded this information to steam who denied the refund a second time.

Desired Settlement: I have a game that even the author of it says I cant play. Valve has $59 of mine for a unplayable game. I do feel the right thing is to refund the money.

7/6/2015 Problems with Product/Service | Complaint Details Unavailable
7/6/2015 Billing/Collection Issues | Complaint Details Unavailable
7/6/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I recently purchased 3 games from Steam. One of the products did not meet with expectations and I filled through their system to refund one item. I verified at the time that only one item would be refunded. The next day, Steam emailed me and notified me that all of the games purchased on that order were refunded, which was not what I wanted nor did it match with what they corresponded they would do, nor did it reflect what their process said they would do. I was no longer able to purchase the other two products at the same price as previously purchased at. Steam is unwilling to re-instate the games, nor re-sell them back to me at the same price as previously purchased. Steam has failed to adequately resolve this issue; stating I must rebuy the games the current full price due to their incorrect system of refunds processing all products purchased on one order instead of refunding only one item. This currently leaves me with a refund for all items, without the games I wanted to keep and unable to repurchase the games with the same cost as previously purchased. Items in dispute that I wanted to keep: The Wolf Among Us for $6.24 USD Kings Bounty: Dark Side Premium Edition for $3.99 USD Item that I wanted refunded (was done, but all items refunded instead of just this): 7 Days to Die for $9.99 USD Current price of games I wanted to keep above: The Wolf Among Us @ $24.99 USD Kings Bounty: Dark Side Premium Edition @ $19.99 USD As you can see, this is a drastic increase in price than previously paid for these products: $10.23 for the two items versus current cost $44.98. A $34.75 difference and an ~ 440% mark up in cost.

Desired Settlement: 1) Steam/Valve needs to resolve their refund system to process per item, not per order to prevent any future issues like this. This item is a MUST. 2) I would appreciate getting the games I originally purchased at the price I initially paid for. This is a nicety. I would settle for not getting this, but would greatly appreciate it.

7/6/2015 Problems with Product/Service | Complaint Details Unavailable
7/6/2015 Problems with Product/Service | Complaint Details Unavailable
7/6/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I bought a game called ARMA3 from steam during the steam summer sale. Little did i know that the game is plagued with issues, and these issues are well known. I contacted steam support twice, and noted why i requested the refund. But I was denied my refund twice. The game will not even run in a way where it is possible to play it. the FPS will not rise above 15, if it even gets that. and it keeps crashing. I have spent about 3 hours trying to fix the game with no success. This is like paying for a Kobe burger and getting a McDouble instead. ridiculous

Desired Settlement: Just give me my damn money back! or ill give you hell in every way possible via social media. hmm.....if even 40 people are effected by my campaign against you, that's still 2,400 lost in sales of the average game.

7/6/2015 Problems with Product/Service | Complaint Details Unavailable
7/6/2015 Problems with Product/Service | Complaint Details Unavailable
7/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a customer of Valve on their Steam service for 10+ years. I like many others have been told over and over that Steam does not give refunds. When I purchased a game called Starforge and found it to be one of the most disappointing games ive ever played I didnt bother trying to get a refund at the time because i knew the response i would get. Now we skip ahead and Steam announces a refund policy on games and I think "Hey i will put in a ticket and see if I can get a refund finally for this game. What I got instead was Support Tech Sean. One of the support members for Steam but to be honest i don't even know if its a real person. All of his responses sounded automated and he made no attempt to try and listen to what I had to say. After a week of back and forth with no progress being made he simply replied with "We have provided all the available information and will be unable to assist you further with this issue.". This set me off so i requested contact information for a supervisor or manager. A few days later no reply of any kind so I went onto the Steam forums with my request for a manager or Supervisor. Within moments I got a response from a moderator that steam doesnt have managers or supervisors and a link to some wiki about Flat Companies then the thread was locked. I had to make a new thread just to ask follow up questions which again made no progress. Im not asking for much and this could have been resolved easily with no where near as much of a fuss but instead I feel like ive been slapped by this companies lack of an real care for us. When i was a manager for a local video store customer service was a big priority. If a customer took the time to contact you then they had a issue that they needed your help with and you listened to them and dealt with it as needed not shrugged them off.

Desired Settlement: All I want is 2 things. 1. I want somone to actually talk to me that cares and hears out what I have to say before making a real thought out decision. 2. Steam credit for the $9.99 I spent on the game. #1 is more to show me that this service ive been using actually cares. If im going to continue using Steam I want to know that somone somewhere in this company understands what Customer service is and that im not just a number.

7/6/2015 Problems with Product/Service | Complaint Details Unavailable
7/6/2015 Problems with Product/Service | Complaint Details Unavailable
7/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was billed twice for a product, and was never refunded for the double billing.

Desired Settlement: Refund of the second billing.

7/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought a game from them and was told that I could gift a separate copy to a friend. Couldn't find out how to gift said copy to him so I went to the steam support website and it told me that I had to buy a different copy. So I bought the other one as a gift instead this time. It told me to do this and only then would I be refunded. It has been forty eight hours and I have not received a refund or a word from steam.

Desired Settlement: I spent five dollars on the extra game that I do not need. I would like you to take it back and give me my money back.

6/25/2015 Problems with Product/Service | Complaint Details Unavailable
6/22/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: the item in complaint is at this moment one game steam offers to consumers that no longer is supported in anyway. let alone can not be played as intended. the game at this moment is H.A.W.X 2 created by *******. game lists single player multiplayer and co-op. it can not at this moment be used in those ways what so ever. the game is still being sold by steam even with comments stating that the game is now unable to be played in any mode. (i do not own this game due to reading comments but the system makes me put in more info.)

Desired Settlement: any one that has bought the game should get a refund to their account of the price listed as of now 5/25/2015 10:16 pm $9.99 and the game should be taken down from the store. steam should also run routine checks on games to see if they are unsupported or not.

6/22/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have had my steam account banned/locked since 2012 it is 2015. I tried many times contacting support only to be told not to contact them again or my account will be deleted, I just want to use this service again I will pay all fees needed, I tried clearing the chargebacks but to no avail because Valve took too long to accept the funds. One credit card was useable after chargebacks occurred. I told them multiply times but they didn't understand that the card was replaced with a new one and that I don't have access to the old one, I told I would repay ever cent with paypal or another credit card but they brushed it off.

Desired Settlement: I really want to solve this problem. please help me BBB, please Valve hear me out I am a paying customer that had a problem during purchases and want to fix this so bad. I will pay everything back I don't want to lose my account I just want it back in good standing

6/17/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased game Grey Goo for 49.99 on 5-10-15. I loaded the game but it would not work. I followed the on line instructions for trouble shooting but the game still would not work. I created a ticket with Steam, ticket number is <=== ************** *** ******** ===> but Steam has not replied. On 5-20-15 I tried to log into Steam but their web site no longer recognizes my password.

Desired Settlement: I would like a full refund of 49.99, the product does not work, they have not responded to me, and I can no longer contact them.

6/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have called Netherrealmstudios and Valve but have gotten no response in 10+...I WANT MY $60 BACK FOR DEALING WITH A BROKEN PC PORT OF MORTAL KOMBAT X for 35+ days. During my 50+ hours of playing the game...the game lags, crashes, crashes again, screen tearing, slow motion and is NOT like the console ports. That is false advertising. I want $60 in cash. I am not a very happy customer and I know you all will take your sweet time. BUT I WANT MY $60 BACK...AND A FULL REFUND!

Desired Settlement: $60 IN FULL!!

6/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Valve's software, Steam, is a digital media/software distribution service. They primarily sell Video games however their customer service is ludicrously comical, they will not even answer my questions anymore. Some time ago my account with Steam had been hacked, and some items have been stolen with out my knowledge. Several months later when I am going to use said digital items that have been stolen, I find them missing. I check my account history to see that the hacker had given them to another account many months ago. I open a support ticket with Valve's Steam support team. They simply say that any items lost must have a ticket within a 30 day period will not be recovered. This is frustrating since I would not have had any clue that the items had been stolen in the first place. Secondly I asked them to explain the reasoning behind the strict policy, however they refuse to give me an answer only stating the following: "We have provided all the available information and will be unable to assist you further with this issue. If you have an unrelated problem, we will be happy to assist you." That is not acceptable.

Desired Settlement: I would like all missing items to be returned to my account. If they cannot return lost items, I would like a full explanation of why the policy is the way it is and dialog as to why they problem could not be resolved with out a simple 'We cant do that because of our terms and service.' I prefer a phone call to really talk to someone. but an E-mail is acceptable.

6/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My son cannot get into his account. He has contacted customer support starting on May 1st due to being locked out of his account. We have not had any assistance since that date. We have purchased many games from this site and since we are locked out cannot play the games we purchased.

Desired Settlement: We want our account unlocked and compensation for not being allowed to use the items we have paid for.

6/17/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: While using this service, money can be added to your account to be used in the purchase of in game items or to purchase a game. After I cancelled my credit card, the payments made for this added money did not go through, and because of this, the company has made my account unable to do common things, and have removed anything that has been purchased with this added money. The first problem occurred when they confiscated a game that was bought with one dollar from the accidental refunded money, and fifty-nine other dollars used from a different payment method. I feel this is unfair and unjust. The next problem was that I re-payed Valve for the money, and after about a month, they still claim to have not received the funds, and their support team takes around a week to respond, only saying that sending screenshots that I re-payed them from my credit card history may help to speed up the process.

Desired Settlement: My desired outcome is to have my game given back to me, and I would like to have the bans reversed on my account so I can enjoy the services I rightfully payed for,

6/17/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Thousands of people and I have bought a game that was advertised and promised content that was not delivered before being removed and abandoned though the valve service. This game has fraud all over it. It was false advertised, the screen shots and forums had information about game content that did not actually exist. The developer never updated the game other than on quick bugfix before he abandoned the project and underwent radio silence. After buying this game through valve, it was removed from the shop and we were not given a refund for this scam. After contacting valve about this issue, they say they do not support early access titles of which they sell and do not offer refunds. However, this is a different story since the game was never developed and advertised features that were never released before being abandoned. Where is the consumer protection for this?

Desired Settlement: A full refund of the game and the game to be removed from the game list.

6/17/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: The company in question (Valve) through their Steam gaming service advertises "When purchased, you gain immediate access to download and play the game in its current form." The problem is I have been able to download the game, however; I have not been able to "play" the game at all. I first went to the developer of the game (Daybreak Games) but they have refused to cooperate in resolving any technical difficulties I am having. Therefore, I went to Valve for a possible credit and Valve is refusing to address my issue at all.

Desired Settlement: All I ask is the game "****" be removed from my library of games and be given credit for another purchase through Valve's Steam Gaming service, in the equivalency of $19.99.

6/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Downloadable Content (DLC) for Bad Company 2 ("Vietnam") did not mention that content did not involve a single player mode, but only multi-player mode. The platform game, Bad Company 2 *does* have singleplayer mode, so it was reasonable to presume this, especially without any notice otherwise Since only a single-player game is useful to me, $15 is gone. Had this information been clearly provided in the description of the product, I would not have purchased it. I ask: When did it begin to be assumed that it's not important to mention that a product is multi-player only? I consider this to be a misrepresentation of the product through omission. In addition, I add that the lack of generic feedback method for a customer to reach the company is troubling.

Desired Settlement: I would expect to be able to do an exchange (through store credit e.g.) equivalent to the amount of the DLC, $14.99. I do not ask for a direct refund. I have not played the content, which should be available information for them to see based on the internet communications with their servers and my computer. If this is not the outcome, I would make no future purchases from the company.

Consumer Response:

I wish to inform BBB Alaska, Oregon, Western Washington that my complaint ID

******** has been settled to my satisfaction, and I'm sure to the satisfaction of many others against Valve Corp: Although I received no direct correspondence from the company regarding the complaint, and did not receive any exchange of product, they have updated their refund/exchange policy for future purchases making them a *appear* to be a more reliable company to work with. That is good enough for me.

 

Thank you for your assistance!

 

Sincerely,

**** **********

6/5/2015 Problems with Product/Service | Complaint Details Unavailable
6/1/2015 Problems with Product/Service | Complaint Details Unavailable
6/1/2015 Problems with Product/Service | Complaint Details Unavailable
5/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I opened a ticket through the valve steam support website and did not receive any contact for over a month. I resubmitted my ticket multiple times and found a phone number for valve since they do not provide phone support. I talked to a lady who told me that she would not help me and I would have to wait to be contacted. I was contacted about 3 days ago by an automated email, stating that I had to reply to that email in order to be placed in another que, which I would have to wait to be contacted again. I have received and responded to that email 2 more times. My reason for contacting Valve/Steam is because I am locked out of my account. I have spent hundreds of dollars on games that I no longer have access to and I feel that is could be considered criminal.

Desired Settlement: If I am not allowed access to my account then I want a full refund for all my purchases through Valve/Steam.

5/27/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I see by the information on the BBB site that this business seems to be basically a scam to take people's money. This business has charged my credit union account two times in one day.... on 4/21/15 they received $19.99 and again on 4/21/15 they received $9.99. Both of these charges resulted in an overdraft of my account, in the amount of $23.00 each time. The total they fraudulently took from my account is $75.98. I can't afford to lose that amount of money. I'm retired, and I DO NOT play games on my computer. Furthermore, how did they get my account or debit card number? I've had it changed because of other unauthorized charges from similar companies. I haven't been able to contact the company because there is no phone number and the web site has no way of contacting them.

Desired Settlement: I want Steampowered.com or Valve Corporation as it also goes by, to refund my money, including the bank charges, in the amount of $75.98.

5/26/2015 Delivery Issues | Complaint Details Unavailable
5/26/2015 Delivery Issues | Complaint Details Unavailable
5/26/2015 Problems with Product/Service | Read Complaint Details
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Complaint: On the 24th of April, 2015, I purchased an Early Access title (software) called "H1Z1". As I had checked the hardware specifications before hand, I was prepared for a successful experience. Unfortunately, the program did not function on my hardware, eliminating my opportunity to test/play the title.Upon further investigation to the Steam Corporation's policy regarding refunds; they told me in an e-mail that they do not under any circumstance offer any sort of refund(partial or full), regardless of the software they sold.Only countries such as New Zealand and the European Union have strict consumer protection laws in which they would force Valve Corporation to refund the payment on these digital goods.Since I am a Canadian I have no such protection and would be forced to go to small claims court to fight my case, which is unrealistic for one man against a whole corporation.This is the limit of my influence over the situation and I hope either lawmakers or the business adopts better practices.

Desired Settlement: Refund of CDN$21.99 charged to VISA credit card.

5/26/2015 Billing/Collection Issues | Complaint Details Unavailable
5/26/2015 Billing/Collection Issues | Complaint Details Unavailable
5/20/2015 Problems with Product/Service | Complaint Details Unavailable
5/19/2015 Billing/Collection Issues | Complaint Details Unavailable
5/19/2015 Problems with Product/Service | Complaint Details Unavailable
5/19/2015 Delivery Issues | Complaint Details Unavailable
5/19/2015 Problems with Product/Service | Complaint Details Unavailable
5/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was today, 2015-04-24, banned for a week from the Steam Forums for "Spam/Trolling" by an unnamed moderator employed by Valve Corporation. I have made a total of 2-3 posts the last 3 days which can be witnessed by my Posting History on the forum, yet the post I was banned for was nothing like any other posts I've made, including the one prior to that. Here is the post I made, word for word: "Topic: Alternate place to Discuss here: Since the mods are rampantly locking & banning and moving away threads into that giant cancer post at the top. http://steamcommunity.com/sharedfiles/filedetails/?id=*********" As stated in the post itself, all I did was to refer people to a guide - where people can DISCUSS, as one should on the Steam Discussion Forum (where I was banned from) as any discussion to a certain current topic on the forum in question was being flooded with over 70+ replies every 15 minutes, making meaningful communication impossible as you cannot find any people you are replying to with pages being moved around, similar with that to a Denial of Service attack. I have contacted Steam Support a multiple amount of times before - most of the times I have not been given a proper answer and other times, I have been ignored completely. Including when contacting them here through BBB. Steam account: ************@hotmail.com Support account: ***** / ******@hotmail.com Currently IGNORED Customer Support Tickets that have been open for YEARS without any replies: ************** *** ************** *** **************

Desired Settlement: I would like a written letter of apology for this grotesque treatment as this is the second time I have been banned from the Steam forum for extremely invalid reasons. The first time was when I asked another use an rhetorical question - breaking none of the Discussion Rules and Guidelines - Just to have that moderator back then, ignore any pleas I make for a proper explanation to my banishment. If this disgusting trend of mismanagement by both Valve themselves and their employees continue, I would also like to discuss the terms of cancelling the agreement I made with the Steam Service, as I am being frequently grotesquely mistreated. Such terms would come in the form of monetary replacement equal to the current worth of my Steam account - which has virtual CD-Keys tied to it - followed by a termination of the account.

5/15/2015 Billing/Collection Issues | Complaint Details Unavailable
5/15/2015 Problems with Product/Service | Complaint Details Unavailable
5/14/2015 Problems with Product/Service | Complaint Details Unavailable
5/14/2015 Problems with Product/Service | Complaint Details Unavailable
5/13/2015 Problems with Product/Service | Complaint Details Unavailable
5/13/2015 Problems with Product/Service | Complaint Details Unavailable
5/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased Grand Theft Auto 5 for the PC via the Steam application direct from my Debit card. As the game was a new release it was found to not be working by many people(including me)so Steam said people would be able to get a refund. I clicked on the application to get my refund but instead of refunding me to my card they have refunded me into my Steam account which is like virtual money to use on Steam products which cannot be refunded. I just want the money refunding to my card. I have tried since last Wednesday 13th April to get in touch with them and they are not replying. The account is in my sons name, the details are:**************Email - *****************@gmail.com

Desired Settlement: 39.99 refunded to my debit card

5/13/2015 Problems with Product/Service | Complaint Details Unavailable
5/13/2015 Problems with Product/Service | Complaint Details Unavailable
5/13/2015 Delivery Issues | Read Complaint Details
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Complaint: my 14 year old son used a prepaid credit card to purchase software. Not only was the software not delivered, his card was double and tripled charged because he kept getting "error messages" saying the transaction did not go through. Then, to make it worse, there is absolutely no way to contact them to address the dispute.

Desired Settlement: I would like all the money returned back onto the card.

5/12/2015 Problems with Product/Service | Complaint Details Unavailable
5/12/2015 Problems with Product/Service | Complaint Details Unavailable
5/12/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My 15 year old son used my debit card to make purchases and Steam allowed them after I had told them to stop utilizing that number. My bank, **** ** *******, was able to recover and credit those charges back to me. Steam has now locked my son out of his account completely, in an on-line response that, all charges that were returned to me after the dispute was settled by the bank, be given back to Steam. Steam has no customer service person with whom to speak. There are other services left on his acct that he is locked out of accessing. We need help getting to speak to someone from Steam to unlock his account.

Desired Settlement: Would like my son's Steam acct unlocked.

5/12/2015 Problems with Product/Service | Complaint Details Unavailable
5/6/2015 Billing/Collection Issues | Complaint Details Unavailable
5/6/2015 Advertising/Sales Issues | Complaint Details Unavailable
5/4/2015 Problems with Product/Service | Read Complaint Details
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Complaint: This email message will serve as your receipt. You can also access your Purchase History online at any time by visiting https://store.steampowered.com/account.Rising World 14.99 USD Subtotal:14.99 USDTax:0.00 USD Total:14.99 USD Payment Info: MasterCard 14.99 USDDate confirmed:Thu Apr 09 13:02:18 2015For help or product support, please visit http://support.steampowered.com.The Steam Support Teamhttp://www.steampowered.com

Desired Settlement: Need refund better way to contact support

5/1/2015 Problems with Product/Service | Complaint Details Unavailable
5/1/2015 Delivery Issues | Complaint Details Unavailable
5/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a Steam account with this internet company that I cannot log into. There is no email support, there is no phone number support, there is no chat support. They have absolutely no way to contact them in order to resolve this issue. Completely unacceptable customer service.

Desired Settlement: A phone call or an email from the company to resolve the situation would be very acceptable.

5/1/2015 Delivery Issues | Complaint Details Unavailable
5/1/2015 Problems with Product/Service | Complaint Details Unavailable
5/1/2015 Problems with Product/Service | Read Complaint Details
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Complaint: The product Counter-Strike Global Offense has had numerous problems. First of all - I had $200 worth of product stolen from my in game account. Valve has yet to respond over 2 weeks later. I have included screenshots answered all of their questions on their QA and haven't heard anything back at all. Furthermore, a bug on their end of the system disconnected me from a game and refused to let me reconnect (though I 100% had working internet, could spectate the game I was in previous). Because the game had a bugged I got penalized and banned for leaving the game. Of course support has not responded to this issue either. I personally take extreme offense to their misrepretation of the product, the bugginess of their game, and most of all their inability to even RESPOND via any support channel. Phone calls, email tickets, response in line thread, it doesn't matter literally have never gotten a response from any channel.

Desired Settlement: I'd desire an entire refund on all of my steam wallet purchases in game since all of my items have been stolen. Valve hasn't even bothered to respond to my support tickets regarding this issue for nearly 3 weeks. The approximate total would be around $200. I'm happy to calculate it exactly to resolve the issue by looking at my bank statement. Furthermore, I'd like a refund of the game Counter-Strike Global Offensive. My original desire was for Valve to respond to my support ticket for my account ************@yahoo.com and restore my items. Also to apologize and remove my ban from the bug from their most recent update. Since they haven't even thought it worthwhile to respond to my many support tickets, I would prefer the full refund of $200 + cost of the game ($15) and they can disable the game on my account, I don't care.

4/23/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I emailed and called (over 15 times total) trying to get more information about charges on my bank account for a game my son downloaded. They went through my bank on 03-30-14. I don't remember the game or the amount and the last purchase I made with them was almost a month prior. So I was trying to contact them to to clear things up and with no notification, the cancelled all of the games on his account, even the three that I approved and paid for myself. I equate this to incompetence and theft. The have no physical address, no contact information, no return email, no return phone call. I would like my sons games reinstated or a complete refund.

Desired Settlement: I would like the purchase price of the games refunded or the games on his account reinstated (preferably the latter). I would like to be able to speak to a representative of the company to fix this issue.

4/21/2015 Problems with Product/Service | Complaint Details Unavailable
4/21/2015 Problems with Product/Service | Complaint Details Unavailable
4/21/2015 Problems with Product/Service | Complaint Details Unavailable
4/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a long time customer to this software company (12 years) and I enjoy using their products, but with the lack of updates the product is unusable. I have created 2 support tickets each ticket took 2 - 4 weeks for a response but only to be let down with generic copy and paste response. Customers like myself have spent a large amount of money within the software yet bugs and issues are not resolved.

Desired Settlement: and an apology,

4/21/2015 Billing/Collection Issues | Complaint Details Unavailable
4/21/2015 Problems with Product/Service | Complaint Details Unavailable
4/21/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I had over 40 USD in virtual in-game items in Valve's title Counter Strike: Global Offensive. About 2 months ago, I was playing the game and got very lucky hits onto enemy players, causing one to report me. Minutes later I was hit with a VAC ban for alleged cheating infractions. The VAC system is notorious for not working properly, and the ban came in as a complete shock to me. I proceeded to file a customer service ticket to resolve the ban, but all I got for the ticket was a copy+pasted response telling me that they would do nothing. The only programs that were open on my computer at the time of the ban was a program that would take a screenshot of my damage dealt/taken and chrome, alongside the game. I have been unable to find anything to help me to either reclaim or be refunded for the items that I cannot use anymore. Valve's answer to the topic was "If a VAC Ban (for any game), cooldown or overwatch ban has been registered on your account, you will no longer have access to the CS:GO store, or be able to make trades for CS:GO items, and you will no longer receive item drops. You will still have access to your items that were acquired before the ban/cooldown." Clearly stating that I still will have access to my items that I had before the ban. But, now I cannot trade the items, use them in OFFLINE games, use them in ONLINE games, and I cannot join any servers whatsoever. With values of over 10$ on some of the items, and there being at least 60, this is a very serious matter. Valve will not allow the items to leave my account in any way, shape, or form, and they will not let me use them, clearly contradicting the last sentence in their statement on the issue.

Desired Settlement: Valve has a responsibility to either credit my account to the tune of the item's values or lift the erroneous ban that my account has been hit with.

4/21/2015 Problems with Product/Service | Complaint Details Unavailable
4/21/2015 Problems with Product/Service | Read Complaint Details
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Complaint: On March 3, 2015, my account with Steam (created by Valve) was locked and restricted regarding a Valve created game. The initial message, which displayed upfront upon logging into my account, was that my account "may have been hijacked." It seemed odd, so I submitted a Steam Support ticket. THREE whole weeks went by before I got a response. I was unable to use my account, message friends on that account, play any of my purchased games etc. for three weeks, for no reason other than Steam locking my account due to their belief that it "may have been hijacked." When they finally responded, they gave me an entirely different story, claiming that my account was "involved in the theft of other users' Steam Accounts." I was completely confused and responded asking how that could be possible, and what made them believe it to be true. My account has over $1,500 worth of items on it. Not just games, but in-game items primarily for Valve-owned games. What the REAL problem ended up being, was a user that had stolen items from someone, had traded them to me in an exchange. I had no idea that these items were stolen. I told Steam that I would be more than willing to cooperate with them and have them take those items back and reverse the entire transaction, but no, they INSIST I was involved with this scam while having NO proof whatsoever (because I WASN'T INVOLVED..) This has left me out of $1,500. I will also note, that for every user-post I've seen of a situation like mine, the user in my position had the items removed, and was issued a temporary trade probation. NOT locked out of their account, which in my case has more than a thousand dollars worth of items. The last support response I had stated, and I quote, "You will receive no further correspondence regarding this matter." Does that sound like normal customer support? What else can I possibly do? I REFUSE to just throw away $1,500 for no reason whatsoever. It infuriates me and they refuse to cooperate. Thank you

Desired Settlement: I would like for Steam to cooperate with me and talk to me about RESOLVING this matter. I am entirely innocent of their claims of stealing user accounts and have VALID proof to show that. I have told them that I would be more than happy to provide this proof and allow them to remove the items I received that had been stolen, but my only response was, "You will receive no further correspondence regarding this matter." I want FULL access back to my account, that has more than $1,500 worth of items. If they deem a trade probation is in order, then so be it. That would be a temporary action rather than the permanent lock they have given me. After all, I DID accept these items, and even though I had no knowledge whatsoever of them being fraudulent, I can understand how a temporary restriction would make sense. All together, I just want FULL access to my account back. If that means after a temporary restriction, fine. But at the moment it is permanent, and they refuse to resolve this.

4/21/2015 Problems with Product/Service | Complaint Details Unavailable
4/21/2015 Problems with Product/Service | Complaint Details Unavailable
4/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been wrongfully banned for an issue I have not done. Valve refused to check their Anti-cheat program to check my records for error. This happened years ago and my account publicly shows that I have a Ban on my account for a game that I didn't do and even politely submitted a ticket about the issue. I have more than a hundred games on my account and people using 3rd party websites to check on my account status accuses me of cheating and I'm sick of it because I didn't cheat. After learning about how networking works I learned that large packets of data can sometimes get mixed up in the process when using a UDP network because it does not confirm proper information.

Desired Settlement: Even though I spent 60 dollars on the product I rather have them do two things that would both benefit them and only give me one benefit while losing the other. -Remove the said game and the ban off my library and make that specific game not purchasable off my account. I won't be able to play Single player and I won't even be able to multiplayer but they got my money but I rather much have that then have this ban on my account for everyone to see. or -Remove the ban completely and speak to me if they have to.

4/21/2015 Advertising/Sales Issues | Complaint Details Unavailable
4/17/2015 Problems with Product/Service | Complaint Details Unavailable
4/17/2015 Problems with Product/Service | Complaint Details Unavailable
4/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My account was stolen from me. I recovered the account, but the person who stole it filed a ticket claiming it was theirs. Because of this my account got locked and customer service told me the only way I could unlock it was to produce a CD Key from over 15 years ago. My financial information is tied to the account and I've made purchases on it which should be more than enough proof that it's mine, not to mention my IP address clearly shows it's mine. It'd ridiculous that Valve expects customers to keep a CD key from 15+ years ago. The whole purpose of Steam is to make things easier for consumers by having a digital platform.Account login: ***********************************

Desired Settlement: This can be resolved by having my account unlocked.

4/17/2015 Problems with Product/Service | Complaint Details Unavailable
4/17/2015 Delivery Issues | Complaint Details Unavailable
4/14/2015 Problems with Product/Service | Complaint Details Unavailable
4/14/2015 Problems with Product/Service | Complaint Details Unavailable
4/14/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: ***** received a call this morning from the Bank’s (******** Bank) Fraud Department saying there were several transactions over the weekend on the Company Debit Card which appeared to be fraudulent. I am in the process of filing a dispute with the Bank as well. There were a total of 41 unauthorized transactions dated for 3/22/15 through 3/23/15 for the same two businesses. A total of 18 unauthorized transactions were made by a company called **************** * ** @ $59.99 and 7 @ $79.99. In addition to these, a total of 23 charges were also made from a company called Steamgames.com- 10 @ $59.99 and 13 @ $79.99. The Business Debit card was in our possession at all times.

Desired Settlement: We are looking for reimbursement of $2,859.59 that was fraudulently charged to our account. Seriously, if this company has such a poor rating and numerous complaints, how can they still be in business. If you have any questions, please do not hesitate to call ***** ******.

4/14/2015 Problems with Product/Service | Complaint Details Unavailable
4/13/2015 Problems with Product/Service | Complaint Details Unavailable
4/10/2015 Billing/Collection Issues | Complaint Details Unavailable
4/10/2015 Billing/Collection Issues | Complaint Details Unavailable
4/10/2015 Billing/Collection Issues | Complaint Details Unavailable
4/9/2015 Billing/Collection Issues | Complaint Details Unavailable
4/9/2015 Problems with Product/Service | Complaint Details Unavailable
4/2/2015 Problems with Product/Service | Complaint Details Unavailable
3/31/2015 Problems with Product/Service | Complaint Details Unavailable
3/26/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have been trying to regain access to my account and have been locked out of it due to their software system. I have hundreds if not thousands of dollars in software locked due to their inability to respond since the 19th of February.Locked out of accountTicket number ************** Category Account Issues Steam Guard/Email Verification Email ****************@yahoo.com Steam Account Login Name ******* Print Question Reopen This Question's Message(s) Original Message:1 Message by you on Thu, 19th Feb 2015 12:21 My name is ********* ***** ************, I have been locked out of my account w/ the username: ******* . I had the email addresses ***************@indianbay.net and *********************** on the account but I no use those emails addresses and since yesterday I reformatted my computer, I am locked out of my steam account. My new email that I use is ****************@yahoo.com.

Desired Settlement: I would like some customer assistance in resolving this and regaining access to my account.

3/24/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Gift card was purchased for Steam Account. While in the normal process of scratching of the card to reveal the code numbers needed to receive the proper credit, the code numbers also scratched off on the cheaply made cardboard card. To make matters worse, there was not any method to contact the company either email address of phone number easily found on there website. The only link I found that might be helpful gave me the message "Steam servers are under maintenance. "

Desired Settlement: Credit the account for an appropriate gift card amount plus the time and trouble for the defective gift card.

3/24/2015 Problems with Product/Service | Read Complaint Details
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Complaint: The online Steam service allows users to purchase computer games, download them to a local computer, and play them. They offer completed games as well as games in development. Just under 2 years ago I purchased a game (Citadels) that was still in development, with the understanding that the software developers were taking input from gamers and improving the game and working toward finishing it. However, as of this writing, the game has still not been completed, is not playable, and the developer has abandoned the game. There will be no further updates, no patches, nothing to make the game actually work. So, I have paid for a product that will never be delivered.Steam has a no-refund policy, except in the case of titles still considered as available for "Pre-purchase", up until the official release date for the game. Their no-refund policy makes sense for complete games as it prevents someone from downloading a game, finishing the game, then getting their money back. However, this policy should not be applicable in this case as the game for which I paid has never been delivered.I asked for a credit to use on another game, as this game is incomplete and will remain incomplete for the foreseeable future. They refused, and told me there would be no further communication from them on the matter.

Desired Settlement: I have asked that the purchase price of this game be credited to my Steam account so that I may use it to purchase a working game at some point going forward.

3/24/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: In late 2013, I purchased "Small Worlds 2" on Steam, which is the PC platform for Valve Inc. software licenses. The game was falsely advertised as "strategy" when it was merely a game of chance with no strategy at all, and so I opened a ****** dispute with Valve Inc. Valve Inc. refused to respond to my dispute attempting to return the defective product and passive aggressively banned my account from making new purchases or accepting gifts during the 2013-2014 winter sale on Steam to strong-arm me into letting them unfairly win the claim.

Desired Settlement: A full refund in Steam Wallet funds, manual removal of "Small World 2" from my game list, and a formal apology for refusing to help me in the past.

3/24/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Last year I sold my gaming PC and was not using Steam when I received an E-mail stating that I was trying to get access from a new computer. Since I did not have a PC at the time, I knew that someone was trying to log onto my account without my permission and therefore used the Steam tool to lock my account. Steam requires that you contact customer support to do this. I have now been waiting 11 days to regain access to my account with no response from Steam support. I don't understand why it should take 11 days to unlock an account, much less even give a response to this. My ticket number for support is **************

Desired Settlement: I would like for Steam support to respond to my question at the very least, but being that I have already sent all the needed information to help speed the process along, I would very much just like to have access to my account once again.

3/24/2015 Delivery Issues | Read Complaint Details
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Complaint: I purchased a legitimate copy of "'Railworks 3' Train Simulator 2012" approximately a year ago. I am forced to go to a 3rd party, i.e. steampowered.com to download it from my disk to my computer. I have not been able to download or play this game ONCE in the year I have owned it thanks to Steam. I go to Steam and attempt to download the game and a problem arises they contact me a day or several days later with an attempt to fix it. Over the year if one problem is fixed another arises. I finally grew a little mad and told them the truth about their company. They evidently don't like to hear the truth and have stopped returning my request for help emails. I stated on the last email that their disinterested 3rd party company evidently couldn't care less if I ever play the game or not. I have not gotten a response to that or any of the last 3 emails I have sent them. This company seems to have a complete Monopoly on online gaming. I don't even want to play the game online, I just want to play it in my computer. Product_Or_Service: Railworks 3, Train Simulator 2012

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want to play the game I purchased, instead of having the money basically stolen from me because of a third party that is WAY to big for their britches.

3/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Back on 1/27/15 I submitted a steam support ticket after I had an incident with a hacker. I had opened up the steam item trading window and put my $40 item in and a few other items in. He put his $50 item in. We both hit the confirm trade items button. As I hit the confirm trade button his item disappeared from the trade window (normally stopping the trade). However, instead of stopping the trade, the trade went through and my item got stolen as a result. I got in contact with steam support and they told me the only way they can return my item to me was if my account got hacked. I don't see a difference between their trade system being hacked and my account being hacked. I had $40 essentially stolen from me and valve is doing nothing about it.

Desired Settlement: I want $40 in steam credit or the item that got stolen from me (***** ************ **** *** ****** *****)

3/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: There subsidiary "Steam" has not honored a trade contract. I conducted a trade on steam where steam guaranteed the trade. I have a screenshot proving this. I have contacted steam support and not only have they been extremely unhelpful. They have been rude and condescending. Also they have flat out refused to either give me the $50 that I am owed or the items back. I have been a customer of both valve and steam for a very long time and I really don't appreciate this horrendous and unethical treatment. If they are going to take contracts from big gaming companies they need to learn something about honor and ethical business practices.

Desired Settlement: I would like my $50 and an apology for the mistreatment that this company has shown me.

3/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My account was locked by valve. The account is named *********. They asked for proof of ownership of the account to unlock it and I provided them with the information they wanted. The account is still locked. It's been locked since Feb 3. I try to contact them daily and have yet to receive a response. They do not have a customer service number.

Desired Settlement: Unlock my account or refund ever dollar that I spent with valve.

3/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My Steam account was hacked and taken from me. Steam has not done anything to help me on this important issue.

Desired Settlement: I want me account back with every in game item that was taken from it.

3/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Steam locked my account 19 days ago due to a login attempt that was not mine, and has since been entirely unresponsive in any form. I've tried 3 phone hotlines, one flatly stating they don't provide phone support. I have since sent 8 messages in that time frame and received no responses whatsoever. Seeing as how my full access is denied for upwards of $200 of software and I cannot establish contact with the company, I'm pursuing legal action.

Desired Settlement: Full access restored to my account, or a full refund for the software I purchased.

3/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: First, I had to create a new account to just be able to send this message for help. This is not the account that is in need of help. I have my main account **** which has an email address of **********@aol.com and alternate email address of **************@gmail.com. My account has either been hacked, or I am not receiving emails from steam on my aol account. I need help getting back into my account and changing the email address if possible. I tried calling Phone Number ************ But no one ever returns my calls. I'm in serious need of help because its very frustrating to not be able to contact from my other account. When I log in, it states I need to verify this computer I am on. Then when I click for it to send the code to my email, I never receive it. I've tried this several days and several times. So today, I click forgot password and user account in hopes this would send the email. I never received the email. It has been a whole week since I've been sent an email from Steam support.

Desired Settlement: I want my account unlocked and switched to one of my other email accounts.

3/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: i use Steam, which is a online way to play games, i suffer from PTSD, so being able to play games is a big help, well i purchased a game which was stated to work in a certain manner, and it did not, instead of being able to relax, i was pretty much taken by my ptsd, so i went to the boards and was a bit rude about the game, however, never once did i personally attack anyone, i was just making it known how unhappy i was with this product, well they of course turned it around, blocked my posts, at the end of the post, talked about how i was banned for lying and spreading false information, when i did nothing of the sort, they banned me for harassment, then after the fact began harassing me, all the while refusing to offer a refund, anything i post about this on steam forums is removed, and steam has done nothing to intervene.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want my money back, i only had this poor product for 2 weeks, i do not care if they think my reasons are invalid, it has already been deleted from my system, and i want my money, thankyou

3/23/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I have 4 unauthorized charges against my banking account in the past 24 hours. I have contacted my bank to cancel my debit card but now i am without access to my account for the next 5-07 business days. It appears this happens quite frequently with this company and i do not understand how they remain in business

Desired Settlement: reimbursement for any charges on my account

3/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a digital download from the company, which was not working with my machine (by all means it should, I had better than the required hardware and software, and there is nothing wrong with my machine) so I politely asked for a refund, citing a faulty product. I was denied this refund. ****** agreed the practice of selling a faulty product and not offering a refund is illegal in the US and gave me my refund. Upon learning this, Valve corp locked out my account from playing any of the games I have associated with them, about $175.00 worth of games Im locked out from contact with them fails, as they dont see this as illegal.

Desired Settlement: Id like my account unlocked and my games playable again, as I currently cannot play anything. Id like a handwritten apology from the head of their support department. I am not seeking financial restitution, Id just like the games I paid for, to be playable again.

3/23/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I found charges on my bank account by the Steampower.com ? ($19.99) on February 14, 2015. These charges were never authorized by me. I have not been able to resolve this issue and according to their website it is a branch of Valve corporation. I am not able to get ahold of anyone at either company to have them issue me a refund.

Desired Settlement: I want a complete refund of the refund of the unauthorized debit of $19.99. I want to make sure that my bank account number is removed completely from their records as I am worried that I will continue to charged now that they have my Bank information.

3/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a Steam Gift card and applied it to my account. I now live in the USA, but created my account when I lived in Australia. The gift card has been applied to my account (so I can not use it on another account), but Steam refuses to allow me to use the credit until I prove my US residency. As I am only a student, the only document I have that proves my residency is my student ID. I have supplied this but Steam say this is not enough.

Desired Settlement: At this point I would prefer a refund as I no longer want to deal with these people, but I would settle for just getting the credit I paid for.

3/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My son is trying to pay back some charges on his account to this gaming company in order to have his account unlocked and start playing again. They indicate on his site that in order to open his account he must pay back the charges. We have tried to contact this company by email and have waited 13 days for a response just to find out the question ticket has been cancelled and my son has had to re-send his question. (they have no number to call) we are trying to get my sons account taken care of by paying back the charges and they are not respond.

Desired Settlement: If they do not allow my son to pay back his charges and unlock my sons account we are asking that he be reimbursed the money he has put into it which has been around $1,000 minus the charges he owes them. My son has been a customer over a period of 3 years.

3/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: A month ago, our account was hacked, I received an email from Steam stating that our primary email address has been changed and if we did not authorize this, to contact support. We did not authorize this and am now locked out of our account. They offer no telephone support and we have used the online support system 4 times and have had no response. There are hundreds of dollars worth of games that I have bought and paid for that we are unable to use. This has been a month and is very frustrating. The original email address for the account is **********@gmail.com The user name is ********

Desired Settlement: We would like to have our access back or a full refund of all the products that we have purchased and are unable to use due to hacking. We have tried for a month every route to regain access.

3/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I put in a ticket to the customer service 2/8/2015. As of today still no reply. All I am asking them to do is update my new email account and reset my password for access to my account. My original email account was somehow locked and microsoft will not open it. I cannot access my account. I do not see how this should take over a week.

Desired Settlement: Just change my email and password as requested.

3/23/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Please be advised that my Bank of America debit card account was hacked for a series of charges on 29 & 30 Jan 2015 for the following amounts: $14.94, $13.07, $1.91, $1.65, and, painfully, $470.00-total = $506.57. I contacted my bank and closed the debit card associated with these transactions and you (Valve/Steampowered.com) can expect the bank to contact you regarding these fraudulent charges. I expect Valve/Steampowered.com to work expeditiously with my bank to refund the entire amount ($506.57) immediately and pursue and prosecute the individual(s) that engaged in this fraud to the fullest extent of the law.

Desired Settlement: Full refund of $506.57

3/23/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: have several charges on my credit card which are fraudulent. I want this money fully refunded, along with any bank fees, and I also want to know who has been making these purchases.

Desired Settlement: $500.97

3/23/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I was charged 3 times by this company without authorization on 1/29/2015. I tried to call but there is no phone number on their website only a number to VALVE which is the company that operates ************.COM. I am in the process now with my bank to have these charges reversed since I NEVER AUTHORIZED THEM. I have NEVER even heard of this company before the fraudulent charges to my account! I left a voicemail on the VALVE Corp. listed on BBB website.

Desired Settlement: I want a FULL refund of $452.67 from the fraudulent charges and any NSF fees that are related to these transactions to be covered as well.

3/23/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I have 3 charges on my personal checking account from the following: Steampowered.com $389.81 Steamgames.com $100.00 Steamgames.com $39.98 I have NEVER heard of this company nor am I responsible for these charges. I have made NUMEROUS attempts to contact this company to get this resolved and only receive a recording stating they do not have billing issues over the phone and refer me to a website. Once I go to the website it wants me to create an account. I cannot get any help from this company.

Desired Settlement: I want my money back!!! Totals $527.79

3/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: been having a tech issue with the steam software to where I can not play a game because of the issue. I have open two tickets and no resolution

Desired Settlement: tech support to fix the issue.

3/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I had bought a few games from Steam/Valve and after not being able to run them on my pc and asking for a refund even though they state you can. I haven't heard back from them, even after my account was hacked and games were bought still no return from them.

Desired Settlement: Money back to my account.

3/23/2015 Delivery Issues | Read Complaint Details
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Complaint: Refunded H1Z1, Bought Life is Feudal, played for a day, wake up next day game says purchase on it instead of play, checked to see if they removed the game and gave me a refund to ******, nothing in ****** nothing in steam wallet, just took my game and money and ran for it, wrote a support ticket no response, which is nothing new companies like this should be sued to the ground, arbitration can only take you so far Valve class action suits can still be held against you for performing a monopoly which is illegal in the states and will force you to subsidize your business.

Desired Settlement: Full refund straight to my ****** I want no part in this service if I could I want money back for all the games that I guess i never really owned, even though they are just a store front that acts like they are "leasing you" products which is not the case, just saying you stole from the wrong person and I will and am contacting every outlet about this that I can. Including your local attorney general.

3/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Purchased Steam App (Garrys MOD) for my son. Could not download, could not contact customer service through email or phone. My son created a different account and tried to download again, after paying again. I never was able to contact customer service for refund on first purchase, so still am attempting refund through pay pal as Steam would not refund. I finally did get a very long and confusing answer from Steam by e-mail. Steam will not refund. Steam also now will not allow 2nd purchase to download as they want me to withdraw dispute for first download which did not download or work. In addition, while trying to download, my computer came up with 7 different malware virus's trying to take over my computer. Now I have paid for 2 downloads for a game, have not received any, and spent hours trying to rid my computer of viruses and finally had to totally reset the computer. "

Desired Settlement: refund on both accounts

3/19/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My son download a game called Terraria for our Mac computer. Little did he know that Terraria is not compatible with a Mac computer. I asked for them to refund his purchase since he cannot use the game. He spent $10.99 of his own money to buy the game. We received a response from terror "It is Steam policy to not allow for refunds." I am asking for a refund for my son who is 12 years old since he cannot use the game on our computer.

Desired Settlement: Full refund of $10.99.

3/19/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I buys games through an online service "Steam" and have been using it for years. Recently my wife seen a charge on our bank account from steam.She looked it up online and seen Steam was a game company and she thought this was some king of auto payment for my sons xbox since we previously had a problem canceling an xbox live service. Steam only has one phone number you can find on the internet and it only records voicemail.My wife left a message asking the to not renew any autopay. little did she know there is no such thing with steam. I didn't find any of this out until later that day when I logged into my steam account to see my software was locked because "cardholder was disputing charges" which isn't true. I have left multiple messages and created support tickets on their website and nobody will respond. meanwhile im locked out of hundreds of dollars worth of software. We are not disputing anything. we just want our access restored ASAP. They have not responded to ANY of our support tickets or voicemails.

Desired Settlement: DesiredSettlementID: Other (requires explanation) We just want our access to our software restored.

3/19/2015 Problems with Product/Service | Read Complaint Details
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Complaint: it has been a substancial amount of time with out response from online services at the corperation which is currently preventing me form participating in sales and playing games with my friends

Desired Settlement: i would like the complaint made to the industry to be addressed in a more timely fashion, and for the issue to be resolved as there is no action i can take to resolve this issue.

3/19/2015 Problems with Product/Service | Read Complaint Details
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Complaint: 31 january I had noticed that all my items and friends were deleted from my steam account. I had waited for an hour or two. Then i launched a complain on steam it asked for a picture and all the things were provided . Receiving no answer from there till date i deleted my ticket and launched a new one with a warning to report it . They do not reply for 15 days this is really disturbing .

Desired Settlement: I would like my problem to be solved immediately and as a settlement i want the company to give me a small amount varying from 200 $ - 500 $ depending on how long they make me wait for this. I'm still going to say sorry to the company for being greedy but, it must be done to make sure they don't keep on doing this

3/19/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Had hundreds of dollars in fraudulent charges charged to my account from this company. Unable to contact them to discuss charges/unauthorized use of account.

Desired Settlement: Clearly from all the complaints of fraud associated with this company seems like their business practices should be investigated.

3/19/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My son has a Steam account with many games on it. In December his grandmother purchased three games for him using her credit card. He was recently informed that those charges had been charged back to Grandma's credit card, and that his account was suspended for a total of 9 weeks. I emailed customer support to find out why this had occurred, and then called and left a message, as there is no live customer service provided by this company. I haven't heard anything back.

Desired Settlement: I would like Valve to restore my son's account, and if necessary, allow me to repurchase the games that were taken back. I'd also like to see Valve improve its customer service, by either providing live phone support or guaranteed email support within a reasonable time frame.

3/19/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Had my steam account hacked and all of my items stolen that I paid real USD currency for. I submitted a report within an hour of it happening and had to wait 22 days to get a reply telling me that steam would not restore my account or help me in any way. I've lost a rough amount of $700. I had every bit of security required by steam installed and active. According to their steamguard information the software is suppose to redflag or inform you if your account is logged into from another computer or location and steamguard failed to notice or catch when my account was logged into and someone stole all of my items.

Desired Settlement: Just the restoration of my account or the equivalent value to items that I lost.

3/13/2015 Delivery Issues | Read Complaint Details
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Complaint: I purchased an early access product on Steam called Windborne which is developed by ****** **** *************, but is sold by Valve. The product was advertised to be released in 2014 and it is now 2015 and was never released. The company developing the software product is not actively developing the product and stated it will take at least 12 or more months for the next "update" of the software, not the full release. The developer broke Steam's early access guidelines by using early access to sell a product and relying on sales alone to continue to develop the product. ****** **** ************* currently doesn't have the funding to continue development of the software. So, the buyers of the product have no idea when the product will be released and Valve has done nothing about this. They clearly do not monitor their early access program well and should be protecting buyers from this type of fraud. I requested a refund from Steam and and received a response from Steam support that they don't offer refunds which is part of Steam's policy. I know Steam doesn't generally offer refunds, but this isn't a normal case. The game has not been released as advertised, and Steam is not doing anything to help the customer in this situation when the developer clearly broke their early access rules. Steam should allow refunds to products that aren't as advertised, broken, or unplayable.

Desired Settlement: I would like a refund for my purchase. Feb 18, 2014 $35.99 Windborne Deluxe Edition (Includes Order of the Dragon Membership)

Business Response: At the time of purchase it states that Early Access games may or may not change significantly over the course of development. When purchased, you gain immediate access to download and play the game in its current form. As you give feedback, the developers of the games continue to update the games and add content.

Steam support does not provide support for Early Access titles. Please contact the developers directly for any issues you encounter.

You can discuss bugs and leave feedback for developers through Community Discussions here:
http://steamcommunity.com/discussions/

This is also a great place to find workarounds for issues that have already been reported.

You can learn more about Early Access Games here:
http://store.steampowered.com/earlyaccessfaq/

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
Clearly Valve does not read complaints and just gives a general copy and paste response. The issue is that a game is being sold that is no longer be worked on and it should not be sold in the store. It is true Early Access has no set time lines for games, but the developer of the game in question has clearly broken one of the rules of early access which is selling a game on Steam when they need the direct funds from Steam sales to complete the game. Steam clearly told developers not to do this, and this developer chose to still do it.

The company doesn't have enough funds to finish the game currently and Valve is doing nothing about the problem. Buyers should get a choice of a refund and the game should be removed from the store. What is the point of having rules for early access if developers who don't follow them receive no consequences. Why even have early access rules at all if Valve is always going to favor the developer and not do anything for the customer.

Valve really needs to work on their customer service. Their no refund rule and early access problems are really bringing the company down.

3/12/2015 Delivery Issues | Read Complaint Details
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Complaint: I purchased 2 steam gifts and had them sitting in my inventory i tried redeeming one today and it says it was already redeemed. Steam has no support contact number. Tried contacting them through their support forum and their email system is busted. Theres no way to login to your support account because you cant confirm your account as the confirmation email is never sent to you even though it says it sent it.

Desired Settlement: Fix busted email system on support website so emails are sent properly in a short time frame. Fix my steam gifts so i can redeem them.

3/12/2015 Problems with Product/Service | Read Complaint Details
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Complaint: On January 7th 2015 My steam account ( Which Steam is a owned and operated fully by Valve ) was hacked and compromised because of holes and flaws in Valves software. During this time i had Thousands of dollars worth of games and in game items stolen from me. So to solve this i went to steam support. Now this isn't my first time with dealing with online customer support. When i used to play Xbox all the time i had to contact ********* customer support a fair share of times and i always got my answer within 24 hours. So i submitted my ticket to their website because they do have a phone number but its fully automated and every option you choose you get directed to their website. So i filed this support ticket on January 8th 2015.it said " so my friend logged onto his account this morning and saw me playing he quickly realized it wasn't me playing the game ( because i wasn't home i was at college ) he checked my inventory and saw alot of my items are missing and the person who had hacked into my account was hacking the game as well ( wall hacks and aimbot ). i have a screenshot of the trade that the hacker had traded to himself. i changed my password so he couldn't log back onto my account but all my items on Counter Strike GO were gone. " after sending this support ticket explaining that my account had been compromised and my items and games were missing from me and it also notes that the person who hacked into my account was hacked in game on purpose with the intention of getting me permanently banned from the game. acouple days later my account was banned from the game and i edited my support ticket to after all the text i originally typed it read " Small Update: My Steam Account was also banned from playing CS:GO because when the hacker had control of my account he used in game hacks and now my steam account is banned from playing. on CS:GO it says im VAC banned but when i check my account it says im not and when i check on Steamrep.com it says i have no current bans on my account. All the hacking that happened on my account happened while i wasnt home and my friend even was spectating the hacker on my account and typed in chat to the game " someone hacked his account and is using hacks don't report him " in the game i was wondering will this be lifted or will i never be able to play CS:GO again ? "( keep in mind its been like 4 or 5 days and they still have not responded to my first support ticket which is outrageous ). Again noting in this message that the person who hacked into my account used hacks in the game with intention of getting me banned from the game and that he had succeeded. 8 days after originally sending my support ticket i finally got a message back from " Support Tech ***** " Which read " Hello ******, As a one-time customer service gesture, we have reversed the trades that were committed while your account was compromised. Any Community Market listings that you had listed were also removed and returned to your inventory. We will not restore stolen items again. Please log into your game(s) to receive the missing items, it may take several days for them to reappear within the game. Your computer is likely infected with malware. To prevent further damage to your account, we suggest immediately scanning your computer with a free anti-malware program such as Malwarebytes or ********* Security Essentials. Additionally, please closely review our Account Security Recommendations: TITLE: Account Security Recommendations URL: http://support.steampowered.com/kb_article.php?ref=*********-**** If after several days you don't see your items please reply to this ticket with a screenshot of your trade history as outlined here: https://support.steampowered.com/kb_article.php?ref=************** " So my items were returned to my account but i was still banned from using the items and playing the game like the ignored that part all together. So i thought mabye they forgot or missed it the past two times and so i decided to tell them a third time noting that my account had been compromised and hacked into ( even valve/steam in their support message noted that my account had been compromised ) the message i sent read " i just thought i would note this on this as well but i am currently ********* banned on CSGO and i cant play. I was banned when the hacker took control of my account and then proceeded to hack in the game he was playing in attempt to get my account banned. i was wondering if this could be reversed ". Politely asking a third time i was responded with " Hello ******, Overwatch bans issued for cheating are permanent and the in-game messaging has been updated to reflect this. If you choose to purchase a new copy of Counter-Strike: Global Offensive, please create a new Steam account to register the game on." So basically they admit my account had been hacked into and compromised and when i report that while my account had been compromised the hacker hacked into the game and cheated with intention to get me banned which he succeeded trying to seek for help in something i had no control over they tell me that they will not and cannot reverse the ban ( Which they can they cant make something like that impossible ) and even though in their previous message they admit that my account had been compromised they pretend like it never happened and its all my fault my account was hacked into where it was flaws in their system and software which allowed these hackers to get onto my account and steal my items and hack the game. Also they note that if i want to play again i can make a new account and Repurchase the game and my items ( so telling me that they aren't going do anything and that i need to repurchase over a thousand dollars worth of items ) when they very well could look into the game in question and see that the game was not played by me ( they can check the IP address and the location that the game in question was played from and see that its not my IP address or my location). After this ticket i responded with " I find this unfair because my account was hacked into and the hacks being used were not me at all. If you can check the chat logs from mt account or his account ( his steam account name is ******* hes on my friends list ) you can see he sent messages to my account during the time it was compromised and was quickly blocked from my account and unfriended by someone who was not me. When i finally regained control of my account later that day he was readded and i unblocked him from contacting me. Also even in the game in question the same account ( ******* ) typed in the spectator chat that " dont report ********** someone has hacked his account and its not him " in efforts to not get my account banned because my account was compromised. You should also beable to see that my account during the game in question was logged into a diffrent IP adress then the one im contacting you from. Also ontop of all of this in the initial message i sent about my items and being hacked i made note of the hacker using hacks in game on my account. Also while my account was comprimised by the hacker i had credit card fraud and somehow they charged items on my card that were invalid and i contacted the bank and got my card cancelled and the charges taken off my card. i dont believe that this is fair at all that because i was randomly targeted by a hacker and he can hack into my account and get me banned from a place that i assumed would be one of the safer places to purchase games on the internet. now im starting to think differently about buying on steam again. its not even the fact i was banned in game but i cant even trade my items i spent my hard earned money on to another account so i can play the game with them. for something i didnt even do. im going to contact the attorney general and report this to her as well because i believe i was treated unfair and unjust in this action. " again explaining my situation and how my account was compromised and how this was unfair and unjust that they were just telling me to repurchase over a thousand dollars worth of items again for something that i had no control over and that was purely their fault for letting these hackers into their system and not protecting it better. After sending this message i was replied to with " Hello ******, Steam Support has provided you with all of the relevant information regarding this issue. You can log into your account at support.steampowered.com to review your Steam Support tickets. You will receive no further correspondence regarding this matter. " So i was basically told it was my problem and that they were no longer going to respond or help me with this problem. Which is completely unfair and unjust because its their fault for letting the hackers get into my account and now their going to blame me for something i couldn't control and tell me they aren't going to help me anymore. After this i received a statement from my bank that while my account had been compromised the hackers spent three hundred dollars on my credit card on the account and i was being charged for it. So i called up my bank and they quickly got the charges removed from my account. After all this i sent a final message on this ticket knowing that they wouldnt read it or would ignore me but i sent it anyway. it said " ive spent alot of money on this game and ive given you sufficient evidence that you could take into account that the game being played that my account was hacking in was not me. My account was compromised and i find it ridiculous that you would restore all my items and give them back to me just to give me a ban so basically taunting me with my items that were stolen for me. ive contacted the attorney general and i reported valve and steam to the better business bureau and i will fight to get my account back. because what your doing to me is completely unfair. i just want this to be resolved ive given you significant evidence that at least you could look over my case and give me a reason for why i should be banned for something that i couldn't control. its unfair that a hacker can literally get anyone banned and basically scam them out of their hard earned money. its really scary that as a company and the biggest online gaming company cant keep their members safe." basically one final time explaining that i have sufficient evidence that my account was hacked into and that i was banned for a unfair and unjust reason because of something a hacker did while my account was compromised. I still have received no reply from that ticket. Several days later i logged on to my steam account still banned but i can log on to see they had now locked me out of my games and items because of the three hundred dollars that had been fraudulently spent on my account and i was told i need to pay for these items or wait 9 weeks to unlock my account and play my games again. So even though these charges were fraudulent and there were done while i was hacked Valve is making me pay for them if i wish to get my account back.

Desired Settlement: i would like my account unlocked all my games and items returned to me and to be unbanned from the game ( Counter Strike Global Offensive ) that i was unfairly banned from when my account was compromised and hacked into.

3/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My son's Steam account was h acked and as soon as he received the message, he logged on to try and do a password recovery, but the password and email had already been changed preventing him from doing so. He has had this account for years and has numerous games on it. He has filed a ticket to get it back several times, I have emailed x3 and have left a message on their general voicemail as they do not offer phone support, as far as I can tell there is no support. ******** acct name is *********.

Desired Settlement: We simply would like the account and everything returned to him. Just want back what we have paid for.

3/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted steam support on Jan 16, 15. I am unable to sign into my steam account. However II can log into their support site with my log in info. I follow there steps in retrieving my account but I get no email sent to my email address. Even though it says one has been sent. I get an auto reply stating they have received my ticket. It is now the 26th.Here is proof of my ticketTicket number ************** Category Account Issues Password Reset Forgot Login Email ****************@gmail.com Steam Account Login Name ***** I have games associated with this account that I can not access. NO I do not have steam emails going to spam etc..

Desired Settlement: DesiredSettlementID: Other (requires explanation) I just want to get access back to my account and not just access to steam support.I also want to get the this game I was unable to purchase for the sale priceHello **************** The following items on your wishlist are on sale: Warlock 2: The Exiled Warlock 2: The Exiled DAILY DEAL! Offer ends Jan 18 10:00am PST -75% $19.99$4.99 You're receiving this mail because the game(s) above are on your Steam Wishlist Thank you ****

3/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After my account was hacked, Valve/Steam resolved it with my bank, ** ***** and now my account is under restricted functionality until March 31st which means I can't buy anything unless the chargeback is removed. My account name is ******

Desired Settlement: I would like my account to be in full functionality again so that I can buy games and play them.

3/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 29 November 2014, I purchased the games Octodad: Dadliest Catch and Borderlands Borderlands: Game of the Year. While Octodad was successfully received via download and has experienced no issues, Valve Corporation has not delivered on the purchase of Borderlands: Game of the Year. The game was supposed to come with the base game, Borderlands, and the 4 DLC (downloadable content) packages that have been released for the game. To this date, I have not received the DLC packages. I have attempted to contact Valve directly about this issue, but have received no response. Trying to find further evidence for Valve's failure to deliver the content I purchased, I found on my account's purchase history that Valve has changed the purchase from Borderlands: Game of the Year to just Borderlands. Having paid for the extra content included with the Borderlands: Game of the Year package, I would hope Valve would fix this issue.

Desired Settlement: I would like either a) a full refund of the purchase from 29 November 2014 with the funds being put into my Steam (Valve's purchasing platform) Wallet Funds, or b) copies of the 4 DLC I paid for added to my account and ready to be installed.

3/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On behalf of my son ****** ******, a 14 year old, who subscribes to Valve Corporation's Steam product. On January 5,2015 he notified them that his account under login "***************" had been locked. He followed their support instructions and filled a support ticket #************** and a confirmation the ticket had been received and we assumed issue was being addressed. He has been unable to log onto the program to attempt to get a status, and 4 additional attempts to contact them have gone unanswered. They have no phone number listed for customer assistance, and according to many postings this is an ongoing issue for their subscribers.

Desired Settlement: We have proof of purchase for this account thru receipts, credit card info, and gift cards. The preferred solution would be to have the account unlocked, since he greatly enjoys this product. Unfortunately, if this solution is not possible, we would the require to have the monies invested returned.

3/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Illegal, unwanted charges to a stolen Debit card, $39.99 X 4 EACH, PLUS 6 $1.00 charges on top of that. Bank advised, and I will not be paying these charges even if it settles per my bank.This is a scam, and criminal activities are running rampant-this has happened to several hundred people.

Desired Settlement: DesiredSettlementID: Refund Refund of approximately $166.00, criminal charges filed, or at least registered since it most probably falls below the criminal statute threshold monetarily speaking.

3/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: over 2 months ago I made a small purchase of .99 cents for a DLC software for a game I played, they readily took my money but after over 4 weeks of waiting on a support ticket via the manufactuerer with no response since steam refuses to help when asked, I filed a merchant dispute since I never received what I paid for with steam and they are the merchant who took my money, and also filed before hand by several days a support ticket asking for help through steam even though I knew they have and still have no interest in actually helping customers in any way unless ligtigation is involved and they are liable which they are in this case. After several days with no answer to my ticket I went ahead contacted ****** and filed a merchant dispute where they reversed the charge to steam/valve corp and took my money back from them, amazingly enough when they lost that dollar they were quick to contact me threatening me with removal of said software I never received to begin with, and told me they would credit my account back that dollar and reenable my ****** usage if I closed the dispute with ****** and allowed the money to go back through, which I did since they offered a refund of the money they took to my account. Here I am 2 months later and they still have my account banned for my ****** and are punishing my account for their wrong and taking money and expecting me to let them take it and not give me what was paid for, they lied previously and did not re-enable my ****** to be used which now has cost me the loss of being able to purchase some items during Christmas sale. sick of this company not caring, illegally stealing funds with offering the customer no recourse other then legal recourse and being ****** when the customer is forced to do so. I have contacted representation since I cant get the company to answer or pay attention to legitimate reason.

Desired Settlement: Remove the locks on my account that they where not only the cause of but still are even after the previous situations are "suppose to be resolved" they are still playing God punishing people who stand against them. No wonder they have a F- on BBB and dont respond to complaints.

Business Response: Hello,

I apologize for the delay in response. Our records indicate that this issue was resolved a month before this complaint was opened.

If you are having further issues, please re-open your support ticket for the best assistance.

Consumer Response: I dont understand after over 2 and half months how the BBB is allowing them to even contest this when they refused to respond for so many months , same service they give in their support ticket system as well.

2/26/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Valve Corp fraudulently charged $241.50 and $.74 cents to my ****** account. This was 2 separate occurrences. ****** was notified and refunded the balance that was in my ****** account. But I am waiting on the refund that that was overcharged to my checking account. Absolutely no ability to contact Valve corp by phone and get a human being. That right there should be a big red flag to anyone involved with doing business. The first thing the automated system said was to leave a message for charges that were made to your card and not valid.

Desired Settlement: I have no idea what this company can do to resolve what occurred, speaking to a human would be a good start.

2/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a significant amount software that is only useable online through this company's servers. I consistently am unable to access the servers, requests for support go unanswered, their is no ability to contact anyone by phone, you can only send support tickets through their website. This company has a monopoly over users.

Desired Settlement: The ability to access what I have purchased. I want to speak to a representative to assist in getting access to my software.

Business Response: Initial Business Response /* (1000, 7, 2015/02/12) */ Hello, Please review our detailed FAQs for any issues you are encountering: https://support.steampowered.com/index.php If you need further assistance, please contact our support department directly. Supoort.steampowered.com Thank you

2/26/2015 Problems with Product/Service
2/24/2015 Billing/Collection Issues
2/24/2015 Problems with Product/Service
2/24/2015 Problems with Product/Service
2/24/2015 Problems with Product/Service
2/24/2015 Problems with Product/Service
2/24/2015 Problems with Product/Service
2/24/2015 Advertising/Sales Issues
2/24/2015 Problems with Product/Service
2/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went to this company website purchased three games but it appears that the games do not work at all and the site doesnt even have a phone number. the only way to ask for help is to send them a message through a forum (Discussion board). Ive contacted them on 4 weeks ago and still it has not been resolved. I want a refund already. When I call the number on file, it simple refers you to the website even if you have billing issues.

Desired Settlement: Full refund of purchase price

2/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My son has had an account with Valve for a couple of years. He has had my debit card on the account in order to buy games. We've never had a problem until about 10 days ago when someone hacked into my son's account. They were able to access my debit card and charge $399 to my bank account. My son immediately changed passwords, emailed the company, etc. There is no way to reach them except through email and they say that they will reach you within 7 days with an outcome. However, it has been longer than that and we've still gotten nothing other than automated emails saying that they received our complaint. I've had to cancel my debit card and, of course, am out $399. I feel as if I should receive a refund as I'm sure that they can see the account was hacked. I've read other complaints on the BBB website and seen where they refunded others. I find it very upsetting to not be able to find a phone number for the company and to not receive any replies that are directed to my personal situation rather than automated replies. My son's Valve/Steam account is under his name: **** ******

Desired Settlement: I want a refund of the $399 that was charged to my debit card by someone else!

2/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On January 14, 2015 My son had permission to use my credit card to buy game enhancements for $50.00 from Valve Steamgames, while processing the payment an error message appeared, so we hit enter again, thinking that the information did not go through, this resulted in being charged $50.00 twice. I have called and left a message explaining the situation. My son and I have e-mailed the company twice and explained the situation and requesting a refund. No one has gotten back to us.

Desired Settlement: Refund of $50.00.

2/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought 2 CS:GO keys on the community market and found I was unable to trade them, which was the sole purpose of buying them. January 10th I filed ticket number ************** inquiring why I had a trade restriction on my account and immediately received an automatic response saying they couldn't remove restrictions and linking me to a FAQ. I didn't ask for them to remove it, I only asked why I had it. Nothing in the FAQ indicated why I had a trade restriction as none of it applied to my situation, I responded that I only wished to know why I had a restriction so I could avoid the situation in the future. 5 days later they disrespected me by closing the ticket without any response. January 18th the restriction expired but the items never became tradable so I submitted ticket number **************. I immediately received an automatic response saying they couldn't remove restrictions on my account and have heard nothing more in 3 days despite reaching out 4 more times for help with the problem. Ignoring inquiries from paying customers, closing support tickets without providing support, and taking longer than 3 days to address an issue are all unacceptable.

Desired Settlement: In regards to ticket **************, an explanation of why I received a trade restriction in the first place from an actual person looking at my account, NOT a link to a FAQ. In regards to ticket **************, the two bugged untradable keys need replaced with fixed, tradable ones OR for Valve to buy the keys back for the price I paid for them on the market. In regards to ignoring and thereby disrespecting a paying customer, a sincere apology with restitution for the inconvenience and as a sign of goodwill. Whether that be with wallet funds, free unbugged keys, or games, it is up to them. I have paid over $300 on the Steam platform and it is in Valve's best interest to show they do respect their customers and deserve my continued support.

2/23/2015 Problems with Product/Service
2/23/2015 Problems with Product/Service
2/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I noticed 2 charges of $39.99 on my credit card statement received Dec. 14, 2014 from Steampowered.com. I have never purchased anything from this company nor had I ever heard of it until the charges showed up on my credit card. I have attempted to contact Steampowered but the best i could do was to leave a voice message of their recorded message letting them know these charges are not from me. So far I have not received a response and their voice message indicates that they expect people to be calling them to dispute charges. They say they are not currently taking calls.

Desired Settlement: I want them to credit me for the 2 erroneous charges totaling $69.98.

2/17/2015 Problems with Product/Service
2/17/2015 Delivery Issues
2/13/2015 Problems with Product/Service
2/13/2015 Problems with Product/Service
2/13/2015 Billing/Collection Issues
2/13/2015 Advertising/Sales Issues
2/13/2015 Problems with Product/Service
2/13/2015 Problems with Product/Service
2/13/2015 Billing/Collection Issues
2/13/2015 Billing/Collection Issues
2/13/2015 Problems with Product/Service
2/13/2015 Problems with Product/Service
2/13/2015 Problems with Product/Service
2/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On February 4, 2014 I purchased the Internet Game: Sid Meier's Civilization V: Complete for $49.99 from the company WWW.VALVESOFTWARE.COM, also known as VALVE CORP, also known as WWW.STREAMPOWERE.COM My payment of $49.99 had an Invoice ID #XXXXXXXXXXXXXXXXXXX Dated February 4, 2014 at 14:56:31 EST This gaming product was supposed to be available by the company though the online gaming network STREAM through my e-mail address: ********@live.com I contacted all of the above companies and gaming networks to inform them that my computer had crashed and I needed them to instruct me how to recover my $49.99 purchase of Sid Meier's Civilization V Complete though their STREAM Gaming Network to no avail after attempt after attempt.

Desired Settlement: I would like to recover my $49.99 purchase of Sid Meier's Civilization v Complete through my purchase e-mail of ********@live.com with them sending me my password or new password to my e-mail address and to post my purchase on their STREAM Gaming Network. And if they can't do that I would like them to refund my $49.99 purchase through PayPal at my PayPal e-mail address of: ********@live.com

2/12/2015 Problems with Product/Service
2/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a SteamWallet card for my son over 2 weeks ago. My son and I created a Steam account for my son and redeemed the $20 SteamWallet card to be placed into his account he created. Once his account was created, he was unable to log in immediately and was locked out of his account. I have followed all instructions, downloading their Steam GUI to retrieve his account back, but never received a validation code via email as it said. I contacted their support through their website and created yet another account for that just to be able to create a ticket to retrieve his account. This was done last Saturday in the AM (1/31/15). I have sent numerous emails in regards to this and have NOT received any response from them. There is no number or address on their website to get in contact with anybody there. I have come to the conclusion this company has STOLEN $20 of my hard earned money and basically disappointed a young boy who was looking forward to being able to play their games with the card I bought for him. He created yet another account, but cannot redeem his SteamWallet to put into his new account because this company STOLE his money! I refuse to purchase another card from this company until I get a resolution for this!

Desired Settlement: I am seeking a refund of his SteamWallet code and for his account to be unlocked for him to regain access to his account ASAP!

Business Response: Final Consumer Response /* (2000, 6, 2015/02/10) */ Soon after making the complaint, the company finally reset my son's account and provided us with his temporary password for him to log into his account. Thank you BBB!

2/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been unable to contact Valve through their support channels to resolve an account issue that has locked me out of their service and kept me from using the products I have paid for. I have tried multiple times but have yet to receive any kind of response. it has been a week with no response at all.

Desired Settlement: I would like my account restored to its original settings and have my account protected from foreign users. I have had my account hijacked twice with no resolution by Valve yet

2/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Dec 20th 2014. I used steams lock account function to secure my attack because I was under the impression my account had been compromised. After I followed steams support instructions to a "T" to start the unlocking process of my account. It has been 7 days since, and no response has been made to the ticket ************** which is well beyond a fair amount of time for a response.

Desired Settlement: unlock my account, $150 steam wallet, or free games equal to that amount. Due to frustration, and wasting of my time trying to get ahold of customer support.

2/3/2015 Problems with Product/Service
2/3/2015 Problems with Product/Service
2/3/2015 Problems with Product/Service
2/3/2015 Problems with Product/Service
2/3/2015 Problems with Product/Service
2/3/2015 Problems with Product/Service
1/30/2015 Problems with Product/Service
1/30/2015 Problems with Product/Service
1/22/2015 Problems with Product/Service
1/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have sent repeated support requests via their support site, and have followed up with repeated emails. It's been more than a week, and they have yet to respond. They don't provide telephone support, or any way to contact them by phone.

Desired Settlement: I want them to close my account and remove any information about me from the Steam system.

1/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: For the past week, Steam ran by the Valve corporation has been ignoring an issue of internet bullying and harassment. My friends and I have tolerated the lack of action long enough. Honestly, it isnt very hard to simply moderate a forum, especially when the harassment violates their terms of use and yet they are allowing it and, since it has been allowed for so long, promoting bullying. Which as we all know is a very big problem right now. The person who is contnuosly bullying myself and others through the Steam forum, is violating Steams/Valve's terms of use as stated here : General Rules Do not do any of the following: Flame or insult other members Bypass any filters Abuse or encourage abuse of the Reputation, or Post Reporting Systems Post personally identifiable information (i.e. name, address, email, phone number, etc.) Bump threads Derail a thread's topic Post links to phishing sites Post spam (i.e. +1, 10char, rickrolls) or Re-post Closed, Modified, Deleted Content Repetitively post in the incorrect forum (example: trade requests belong in trading forum) Openly argue with a moderator Off-Limit Topics/Replies Do not post any topics/replies containing the following: ****, inappropriate or offensive content, warez or leaked content or anything else not safe for work Any discussion of piracy will result in a permanent ban from the Steam Community including, but not limited to: Cracks Key generators Console emulators Cheating, hacking, game exploits Threats of violence or harassment, even as a joke Posted copyright material such as magazine scans Soliciting, begging, auctioning, raffling, selling, advertising, referrals Racism, discrimination Abusive language, including swearing Drugs and alcohol Religious, political, and other "prone to huge arguments" threads No Backseat Moderating Let the moderators do the moderating. Backseat moderating is when people who are not moderators try to enforce the forum rules. If you see a person breaking the rules, take advantage of the Report () button or simply ignore the offensive post(s), thread, or review. Report Posts to Moderators Should you observe a fellow Community member breaking these rules please report the post or item by clicking the Report () button located on every item, post, and review. Repeated Offenders Repeated offenders of the above rules and guidelines will be banned from the Steam Community. Any moderator has the ability to ban a user for violating the rules at their discretion. In their rules. http://store.steampowered.com/subscriber_agreement/ http://store.steampowered.com/online_conduct/ https://support.steampowered.com/kb_article.php?ref=4045-USHJ-3810&l=english They have done nothing to stop it and have not responded to any of my, or my friends complaints.

Desired Settlement: To simply carry out their rules as they are being violated.

1/14/2015 Problems with Product/Service
1/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: At 1:45 PM on Sunday, November 30, 2014, I purchased "Resident Evil 6 / Biohazard 6" from Valve's "Steam" service. After installing the game, any attempts to launch this faulty product result in a blank screen. I browsed various posts/topics in Valve's own Knowledge Base, forums, and more, in an attempt to find a fix - none of the proposed "fixes" resolved the issue. I have since requested a refund for this faulty product. I have not yet received a reply.

Desired Settlement: Reimbursement for the cost of the faulty product: $9.99

Business Response: Initial Business Response /* (1000, 16, 2015/01/09) */ Hello, It appears that this issue was resolved with the customer and our support department. Please feel free to reopen your support ticket if you have any further questions.

1/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received three unauthorised charges through Steam Store where our credit card information was used. The first time on Nov. 3rd, 2014 to pay for a player named '*******' to purchase 188.16 euros worth of who knows what for the person's game. Again on Nov. 3rd, Steam accessed our ******* account to add one hundred euros to my son's Steam account but the money was NEVER added to his account. They said that the money was added to his Steam account and we called to complain that the money never showed up on his account and the complaint number on the internet site is actually a man's house phone. The third charge, again on the 3rd was for 100 euros a SECOND TIME!!! There were two different transaction numbers for each 100 euro bill. In total, we were charged 388.16 in purchases that we never made and never agreed to. We have tried to contact Steam, on several occasions, to have some kind of explanation or reimbursement for the inaccurate charges but we were never able to actually have a human being help us or give us any valid information/explanation. In messaging with other people who have used Steam, we have understood that these practices have gone on unchecked for years now. I do have the bills on my son's gmail account that I can upload for further proof.

Desired Settlement: We want to be reimbursed for the charges that are unjustified and unwarranted.

1/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have registered for Valve's steam game download service so I can legally purchase games and then access them on my computer. Unfortunately, my computer crashed and I had to go and reinstall my OS. When I went to reinstall steam and to log in, they blocked my account for no apparent reason. They have done this before and it takes them days to weeks to unblock my account and there's no way I can contact a live representative. They're essentially holding my purchases hostage from me.

Desired Settlement: I want them to get better customer service. An issue like this should be able to be resolved over the phone in minutes not days. They need to get with the 21st century and have fast responses to customers.

1/12/2015 Billing/Collection Issues
1/9/2015 Billing/Collection Issues
1/6/2015 Problems with Product/Service
12/29/2014 Problems with Product/Service
12/23/2014 Problems with Product/Service
12/18/2014 Problems with Product/Service
12/18/2014 Billing/Collection Issues
12/18/2014 Billing/Collection Issues
12/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I noticed a $100 charge to my debit card from STEAMGAMES.COM BELLEVUE WA auth#XXXXXX XX-XX-XX that I did not authorize. I do not know this business and have never made a purchase from them so basically they stole $100 from me.

Desired Settlement: I want my money back and any NSF charges to my account. The company should be closed down since they have done this to other people not just me!

Business Response: Initial Business Response /* (1000, 7, 2014/12/03) */ Hello, Valve is the creator of Steam, the pioneering game platform that distributes and manages thousands of games directly to a community of more than 65 million players around the world. We are very sorry this has happened to you. We have multiple fraud checks that include the requirement that the full credit card number, billing address, and cvv2 number must match or the charge is declined. Since you are seeing charges from our company that means that someone has compromised your payment details and used them on our website to purchase games or content. This means all this information was provided and your bank approved the transaction. We do suggest that you cancel this credit/debit card. All content is downloaded to the computer; we do not ship physical goods. For information regarding unauthorized charges on our website please review our FAQ: https://support.steampowered.com/kb_article.php?ref=9114-WGHM-0381&l=english We do want to resolve this issue for you as soon as possible. Please contact our support department for further assistance here: https://support.steampowered.com

12/15/2014 Problems with Product/Service
12/15/2014 Billing/Collection Issues
12/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was informed by Valve's product, Steam, that a purchase I had recently made was charged back and as a result, my account was unable to purchase and play certain games online. The only remedy options I was given would be to reverse the chargeback, or wait an arbitrary 9 weeks as (I assume) some sort of punishment. I did not initiate a chargeback, nor did I know anything about this happening. Since apparently Valve has no phone support for Steam, I had to wait 4 days for a response in which I was given a third option to have my bank issue an affidavit explaining they are unable to reverse the chargeback and that this was not a result of fraud. After calling my bank and speaking with them for approximately 2 hours bouncing back and forth between customer service and fraud department, they concluded that they do not do this. I assume this suspension happened because my bank sent me a new card and the transaction occurred around the date I activated it (I charged it to the old one before it expired). Even still, I bought two copies of the same game: one for me, and one as a gift for my son (somehow only one copy was charged back). Regardless, my bank cannot confirm this is actually what happened. As of right now, my only option is to wait 9 weeks as Valve cripples a portion of my game library until this unjust "punishment" is carried out. One would think there would be some sort of manual review process that could be initiated, but if such a thing exists, Valve has been unwilling to do so. I have been a member of Steam in good standing for 10 years and own 300 games on the platform. It is simply common sense that I would not try to defraud Valve of $13. Furthermore I find it troubling the amount of trust consumers place in Valve for PCI information and digital distribution and storage of games when they offer no phone support and draconian penalties without some sort of review process.

Desired Settlement: I would like an opportunity to charge the game to my current debit card so that I can play it (assuming this is actually the issue). I also request that Valve reviews its policy regarding chargebacks and potential fraud. While it's easy to group everyone together and brand them criminals, the company is calling legitimate customers criminals. I can certainly understand the importance of taking a strong approach to fraud, this is a bit extreme for a 10 year customer over a $13 charge. I honestly don't even care about an apology at this point; Valve has made it abundantly clear that they have too many customers to care and I don't even think it would be sincere.

Business Response: Initial Business Response /* (1000, 7, 2014/12/03) */ Hello, I am very sorry that this has happened to you. When we receive a payment dispute the account and payment method is banned to protect the cardholder from further abuse, as most disputes are for fraudulent transactions. It appears that our support department did assist you and with your explanation, returned your account to good standing. If you have further questions, please re-open your Support ticket. Thank you for your patience. Initial Consumer Rebuttal /* (2000, 9, 2014/12/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'm glad to have my account back, but I really wish that Valve would review and update their policy for these situations.

12/4/2014 Problems with Product/Service
12/4/2014 Problems with Product/Service
12/4/2014 Advertising/Sales Issues
11/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a game with my card and had it on my account for amost 2 weeks. then they took the game off my account saying an error happened with my credit transaction but yet the payment already cleared last week and they are keeping my money and refuse to return any emails or messages.

Desired Settlement: Either i want my game back with an apology or i want the company to pay me back double the cost of the game(15$ for the game) and an apology.

Business Response: Initial Business Response /* (1000, 8, 2014/11/05) */ Hello, This customer received a gift from another user. The other user then revoked payment for the game. The game was then removed. We are unable to provide this customer with what they are requesting. They will need to resolve the game removal with the user that revoked the gift..

11/14/2014 Billing/Collection Issues
11/14/2014 Problems with Product/Service
11/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently had to contact the steam support forum about my account which had been hijacked, They did reply after about a week but with this reply came a restriction on my account. They said all I had to do was send in another support ticket to allow me to use my account effectively but it has been a few days and this is becoming somewhat ridiculous. I cannot access anything I own that would require any connection through the valve servers and can only access things that do not require valve's servers at all. I am not allowed to use the majority of my accounts features such as instant messaging the community market, most of my games I bought, as well as the steam community. They require my credit card verification with only the last 4 numbers on the card as well as a second support ticket simply to get my account back into a usable state. This could take an extra week for absolutely no reason beyond the fact that steam support does not feature a faster and more effective support method.

Desired Settlement: All I would like is to regain full access to my account as soon as possible because I do not find it just to simply receive a ticket on support and immediately lock an account. This points is especially important when you look at the instructions given when the ticket is sent which already explains what to do to stay safe and should not have to be done a second time forcefully based on the assumptions of valve staff. Also if steam support could become in any way, more efficient I believe an extremely large number of customers including myself would greatly appreciate it.

Business Response: Initial Business Response /* (1000, 7, 2014/10/29) */ Hello, It appears that this customer has regained access back to his account on 10/14/2014. Please reply to your support ticket if you have further questions.

11/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 10/12/14 SteamPowered.com submitted a fraudulent $50.00 charge to my VISA debit card.

Desired Settlement: Refund $50.00.

Business Response: Initial Business Response /* (1000, 7, 2014/10/29) */ Hello, Valve is the creator of Steam, the pioneering game platform that distributes and manages thousands of games directly to a community of more than 65 million players around the world (http://store.steampowered.com). Games and content purchased on our website are downloaded directly to the computer. Steam does not ship physical goods. I am sorry that this has happened to you. We do take this type of situation very seriously. Our system does have multiple fraud prevention methods in place. In order to make a purchase on our site we do require the full credit card number, expiration date, billing address and CVV2 number to match or our system will decline the charge. It would appear that someone has compromised your credit card details and used them on our website to purchase. If you haven't already done so, we do suggest that you cancel your credit card and have your bank/credit card company issue you a new card. For further information regarding unauthorized charges on our website please review our FAQ: https://support.steampowered.com/kb_article.php?ref=9114-WGHM-0381&l=english If you have further questions you can contact our support department here: https://support.steampowered.com/

11/10/2014 Billing/Collection Issues
11/7/2014 Problems with Product/Service
11/6/2014 Billing/Collection Issues
11/6/2014 Billing/Collection Issues
11/6/2014 Billing/Collection Issues
11/3/2014 Problems with Product/Service
11/3/2014 Billing/Collection Issues
11/3/2014 Billing/Collection Issues
11/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent in a complaint to the Steam Support website on Sat, 30th Aug 2014 12:18 am saying that my Steam Inventory had been hacked by somebody and that my entire inventory of items was gone (Approximately $150 worth in items) I then checked daily, and on Mon, 1st Sept 2014 to see that my complaint had been closed. Now, Steam Support said that they would email me when the matter was finalized, but I never received and email. I then reopened the complaint and sent them another message (the same day, Monday) telling Steam Support that I felt that it was very unfair that I had to wait 3 days just to see that nothing had happened and that they didn't even contact me to let me know that they weren't going to do anything about the problem. It is now Fri 5th Sept 2014 and I still have not heard anything from Steam Support. So it has been a week and I have heard absolutely nothing from them besides the fact that they closed my complaint. I find it very hard to believe that this is how a business should be run.

Desired Settlement: I am looking for at the very least, $150 back into my steam wallet or all of my items replaced into my inventory. For having to put up with terrible customer service, I feel as if I should get something more than what was taken, but I would be happy just to get my items back.

Business Response: It appears that this customer's support issue was already resolved.

If the customer is still encountering issues, please have them reopen their ticket.

Thank you.

10/31/2014 Problems with Product/Service
10/31/2014 Problems with Product/Service
10/30/2014 Problems with Product/Service
10/30/2014 Billing/Collection Issues
10/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had purchased an online video game (Dead Rising 3) on October 4th. I downloaded and installed the game. The game did not work. I submitted a ticket on October 4th to Steam (Valve) customer support. I immediately received an automated response with a general troubleshooting tip. I wrote back and told them that the advice did not work. It is now October 11th and I have not had any further communication from the company. I've disputed my transaction on ******, but Valve has not responded to my claim. I have never experienced such poor customer service in my life.

Desired Settlement: I would like an apology and a full refund.

Business Response: Initial Business Response /* (1000, 7, 2014/10/29) */ We're sorry to hear that you are having trouble with your recent purchase. While we understand that you have requested a refund, it is our goal to provide you with the information necessary to get the product working. Please reply to the support ticket you opened so we can continue to assist you. Initial Consumer Rebuttal /* (3000, 9, 2014/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The only reason I requested a refund is because I never received a response from Steam/Valve's customer support. I asked for help in resolving why the computer video game I purchased did not work. I was given a generic automated response to restart my computer, which I did to no avail. I then informed them their advice did not work. I asked them what else I could do and what the problem might be. I did not receive a response. I then had to file a dispute on ****** to get a refund. They didn't even respond to ******, so ****** automatically refunded the amount after 10 days. I am still waiting for my apology from Steam/Valve. The worst part of the situation is that this company has a monopoly on computer video games. I cannot play 90% of the PC games out their without using their service.

10/28/2014 Advertising/Sales Issues
10/22/2014 Billing/Collection Issues
10/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a community ban from Steam the 23th of august for 4 days with the reason being that I was "Abusive" by a volunteer moderator. After seeing the reason I was banned for (which was because I asked someone If they were drunk following a very confusing reply to one of my forum posts), I immediately tried to contact the moderator that banned me and started asking questions regarding the punishment along with how It was against the forum rules to ask another person a rhetorical question. The moderator started to wildly bring in several other posts that was outside the reason for my ban (the moderators can quote a post and then ban the user accordingly for making it) and insulting me by prompting that I have no common sense and decency followed by ignoring the replies i made after that for almost 3 weeks now. After doing some research on the individual that banned me, I came across dozens of other steam users stating the same thing that they were banned by him by illegitimate reasons so I decided to create a Steam Support Ticket, questioning the authority of this volunteer moderator. The ticket was posted on Saturday, 23th of August and It has now soon been over 3 weeks and I have yet to receive a single reply from Steam Support. Ticket ID: ************** Afflicted Steam Account: ************@hotmail.com

Desired Settlement: Immediate attention paid to the ticket in question, a letter of apology from Steam and further support for an older support query that has now been "Open" without receiving any kind of replies or support since July 23, 2013. ID: **************

Business Response: Initial Business Response /* (1000, 5, 2014/09/16) */ Hello, This customer was banned from the community for violating the Rules and Guidelines For Steam. https://support.steampowered.com/kb_****************************** Initial Consumer Rebuttal /* (3000, 7, 2014/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I said in the original ticket to you and in this filed BB complaint, It does NOT go against your guidelines. And while you are here, actually paying attention to your customer's commplaints, kindly give me replies on these other Steam Support Ticket ID's as some of them have been in neglect for YEARS. ************** ************** ************** Final Business Response /* (4000, 12, 2014/10/17) */ Hello, We have assisted this customer to the best of our abilities within our policies. Final Consumer Response /* (4200, 14, 2014/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Valve Corporation has NOT given me any kind of assistance. My query of support is STILL standing with the status of "Open", having no replies from Valve Corporation. The last message I left was at September 18th and It has still gone unanswered. This kind of customer neglect is nothing short of disgusting.

10/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have multiple unauthorized charges made to my credit card made by STEAMPOWERED.COM. I was given this number (XXX)XXX-XXXX by my credit card company. If you call them, you are prompted to leave a voicemail that should include your name, number and the last four digits of the credit card that was charged. I submitted a request to my credit card company to investigate the charges.

Desired Settlement: Reverse the transactions.

Business Response: Initial Business Response /* (1000, 5, 2014/10/08) */ Hello, For information regarding unauthorized charges on our website please review our FAQ: https://support.steampowered.com/kb_article.php?ref=9114-WGHM-0381&l=english We do not have a record of this customer contacting us regarding charges. Please contact our support department for further assistance here: https://support.steampowered.com/ Initial Consumer Rebuttal /* (2000, 9, 2014/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a telephone call the day after submitting my complaint. The call was from the company's billing department. The woman advised me that the charges would be reversed. My credit card account was credited the full amount that had been charged. I was advised that my credit card was used from outside of the U.S and the person had all the information required, i.e. ny, name, address, credit card number and the 3 digit security code from the back of the credit card. The issue was resolved.

10/16/2014 Problems with Product/Service
10/15/2014 Problems with Product/Service
10/15/2014 Problems with Product/Service
10/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Valve's online store called Steam routinely makes customers wait upwards of 5 days for any reply to a support issue. Recently I attempted to purchase games from the company, they charged my credit card without providing access to those games in any way. I've attempted opening a ticket with their support site, contacting through social media, and over the phone but I have not received any responses at all.

Desired Settlement: At this point I just want an answer to the support problem that won't take 3 weeks of emailing with average response times over a week.

Business Response: Initial Business Response /* (1000, 7, 2014/09/30) */ Hello, This customer's purchase attempt was declined. The decline message is clearly outlined during checkout. The customer opened multiple tickets regarding this issue. All customer's are responded to in the order they are received, however opening multiple tickets slows response times. This customer's ticket was resolved on 9/17/2014. Please have the customer re-open the ticket if he needs further assistance. Thank you

10/7/2014 Problems with Product/Service
10/6/2014 Problems with Product/Service
10/2/2014 Problems with Product/Service
10/2/2014 Problems with Product/Service
10/1/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I tried to make a limited time sale purchase online through STEAM whilst I was on holidays overseas. By default STEAM does not allow purchases to be finalised if you are not in your home country. You have to confirm that you are a resident of where you are making the purchase from and it states that if you are not a resident to contact STEAM support to finalise the purchase. I contacted support with over 2 days of sale time left asking for assistance to finalise the purchase. I contacted them a number of times over the next 3.5 days and finally got a response, after the sale period had ended. The response explained how I can purchase while overseas but completely ignored the fact that I had been asking for help with a specific purchase. I had stated many times that I was concerned that time was running out and that I had made several genuine attempts to finalise the purchase and that I hoped they would honour the sale price once they finally responded to my support request. They completely ignored any acknowledgment of the missed sale or the request for support with that specific purchase and when they finally did acknowledge this it was with a one line response stating that they are unable to offer the discount price once the sale has expired. This is despite the fact that I had acknowledged I understood that they may not be able to allow the purchase to occur at the sale price and that one solution would be to have me purchase at full price and receive a refund of the difference. This is, after all, a digital delivery of a product where I made genuine attempts to purchase during the sale period and could not purchase without their support intervention. So it should not be an issue to offer the sale, except Valve do not like assisting their customers outside of the automated processes available through the STEAM service. I have had similar dealings with Valve in the past and they are slow to respond to support requests and they make very blunt statements of not being able to assist customers and they offer no acknowledgement of your issue and no offer of any form of real assistance. This is not a huge issue in terms of monetary value, however Valve have a track record of not treating their customers fairly and they try to bully them out of their rights by stating that they are unable to assist and that they hope you are understanding that their is nothing they can do. This is of course not true, it is merely a reflection of their unwillingness to assist their customers. The product in question is still in my STEAM shopping cart and is the subject of a large support thread with Valve support. Below are details of the product and the support thread number for their reference. Ticket number ************** The product in question is the Skyrim Legendary Edition.

Desired Settlement: For Settlement I want Valve to acknowledge that their support process inhibited me from making the purchase during the sale time and I want them to organise me purchasing at the sale price via purchasing directly at the sale price or a refund of the difference between full and sale price.

Business Response: Initial Business Response /* (1000, 5, 2014/09/30) */ Hello, As this customer stated, they were purchasing from a country that did not match their payment method. We do not accept purchases that do not match billing information without review. All customers are responded to in the order they are received. This customer was provided with assistance regarding purchasing while traveling and will not need approval for this check in the future. Unfortunately, we are unable to offer a sale price after a sale has ended. This has been explained to the customer multiple times. Thank you.

9/30/2014 Problems with Product/Service
9/29/2014 Advertising/Sales Issues
9/29/2014 Problems with Product/Service
9/29/2014 Problems with Product/Service
9/29/2014 Billing/Collection Issues
9/29/2014 Problems with Product/Service
9/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My account with Steam (under which I have purchased a number of games) was apparently hijacked in July; I received an email from Steam about the transfer of my account to a Russian email address after the fact. Steam did not follow industry standards in verifying that I had initiated the request PRIOR to transferring the account. Since Steam requires that you validate when you install or access the Steam portal with a new computer by sending a validation email to the on file email account I am effectively locked out of my account and hence my access to the software I purchased. I sent an email to their Support department about this issue on the 19th of August 2014 (when I had returned from travel and discovred the issue) detailing the issue and providing a copy of the email that they had sent me in July. To date they have not responded. I feel that a week to answer a customer service issue that potentially involved compromise of credit card data is more than sufficient.

Desired Settlement: I want access to my account restored so I can use the software I purchased and also to verify if they have credit card data on file that might result in a breach of identity.

9/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After repeated attempts to contact Steam Support and discuss the appalling support I have been given, then even being told that attempting to discuss this on the forums will result in the posts being blocked, I have been insulted time and time again at the lack of assistance and stressful responses that may be posing a negative effect on my health

Desired Settlement: A written apology and open discussion of a change in the manner in which complaints can be reported, and assistance given

9/24/2014 Problems with Product/Service
9/22/2014 Billing/Collection Issues
9/22/2014 Billing/Collection Issues
9/22/2014 Problems with Product/Service
9/22/2014 Billing/Collection Issues
9/22/2014 Problems with Product/Service
9/22/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On July 22, Dungeon Defenders Eternity was offered for sale with false and misleading information on its store page. It stated that it had numerous features, including a single-player mode, which it did not. It also neglected to inform purchasers of conditions, like a third-party account and an always online requirement, that were present in the software. Valve was contacted about the false advertising, but refuse to do anything about it.

Desired Settlement: I just want a refund of the $5.99 paid for the product.

9/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a game named Rust which has to be played online through Steam. I was an administrator on two servers. We owned our own servers. My job as an administrator was to catch and ban cheaters. I attempted to log on to my account and saw that it was banned by VAC. Some automated server Valve Corp uses to catch cheaters. I submitted a ticket to customer service and have not received any response from the company. Banned Account - ************************

Desired Settlement: I want my account unbanned. If Valve does not reply to be by the end of the month, then I will file court action against them in small claims.

9/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Yesterday*********** called me to report possible fraud. Three charges were made to my credit card -- one for $100 and two for $1.72 each. I contacted the company and informed them the charges were fraudulent. The only way to contact the company is via email. Fraud is a serious concern and there should be a phone contact. I am awaiting the specific details from*********** and will forward to the proper authorities.

Desired Settlement: Need to provide a company phone number for any and all issues related to fraud. Since it was fraud, ********** had to cancel the credit card and issue a new one.

9/10/2014 Problems with Product/Service
9/10/2014 Problems with Product/Service
9/10/2014 Problems with Product/Service
9/10/2014 Problems with Product/Service
9/10/2014 Problems with Product/Service
9/10/2014 Problems with Product/Service
9/10/2014 Advertising/Sales Issues
9/4/2014 Problems with Product/Service
9/3/2014 Problems with Product/Service
9/3/2014 Problems with Product/Service
9/3/2014 Billing/Collection Issues
8/28/2014 Problems with Product/Service
8/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have never heard of this company. Never done any sort of business with them or any online game company. My debit card was charged an unauthorized charge for $100. I filed a dispute with my bank on this purchase. Another account of mine was charged NUMEROUS times $100 and a final $5 charge. I do not know who this scammer is or how he got my credit card information but I want my money refunded immediately!

Desired Settlement: Full refund plus $200 in monetary damage to cover my over draft fee's to the credit card he charged without my permission!

8/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Had a game that would not work ever since I bought it. I tried everything they listed to do, none of it worked. Told them nothing would work from the list and they sent me something else to do instead of fixing the problem still. Now my whole system is messed up from what they told me to do and the game is still not working.

Desired Settlement: I want them to fix their mistake and resolve this manner. I also want them to take better care of customer service and stop sending people in a circle and actually do what they should be doing if nothing they have provided works.

8/22/2014 Problems with Product/Service
8/18/2014 Billing/Collection Issues
8/18/2014 Billing/Collection Issues
8/18/2014 Problems with Product/Service
8/18/2014 Problems with Product/Service
8/18/2014 Problems with Product/Service
8/18/2014 Billing/Collection Issues
8/18/2014 Problems with Product/Service
8/18/2014 Problems with Product/Service
8/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On Tue 07/15/2014 2:53 PM, I received a call from the Fraud Department of ******* **** about possible fraudulent activity on my Visa debit card (number ending in ****** Upon hearing my voicemail, I logged into my bank web app and checked my account - it was wiped out and -$272 overdrawn. I called the ******* **** Fraud Department and verified the fraudulent activity - I had never heard of Steampowered.com nor Steamgames.com, nor did I authorize those charges. All the charges totaled $495.00, broken down as follows: Steamgames.com: 10.00, 50.00, 100.00, 100.00 Steampowered.com: 10.00, 25.00, 100.00, 100.00 On 7/16/2014, my bank confirmed the charges did not drop off and the amounts were debited out of my checking account, leaving me with an overdraft of -$272.32. I was given the phone number off the debit charge description and called that number. The only option was to leave voicemail for the Billing Department to investigate. I received one callback from ************ asking for a call back to give more information. This is the last phone call from them despite five callbacks to that voicemail number leaving my information and phone number again. Valve has since been completely unresponsive.

Desired Settlement: Complete and immediate reversal of the fraudulent charges listed in the complaint.

8/15/2014 Problems with Product/Service
8/15/2014 Problems with Product/Service
8/11/2014 Problems with Product/Service
8/11/2014 Problems with Product/Service
8/11/2014 Problems with Product/Service
8/11/2014 Problems with Product/Service
8/11/2014 Problems with Product/Service
8/11/2014 Problems with Product/Service
8/11/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The product, a video game called Goat Simulator, was said to be multi-player without the need for modifications to the game. In reality, the game is only multi-player if you modify the game, and are in a local setting with another player. Both the site, client, and video game trailers and advertisements all indicated the opposite to be true--that multiplayer was possible without modifying the game.

Desired Settlement: I want a ten dollar refund of my money back to my bank account, or ten dollars of steam credit back to my steam library.

8/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I submitted an electronic support request on Wednesday , July 9th 2014, and 8:11 pm to get help resetting my password. It has been nearly a week and I haven't received any help at all. I can't use any of the nearly 1200$ worth of software I have on the account I am now locked out of. They do not accept phone calls, and there is no way to physically speak with anyone at this company. This is hugely unacceptable. I could have done this on my own in about 90 seconds. It has been almost 7 days. I have provided them with all of the necessary information to prove I am the account owner / holder. The support ticket # is as follows : *************** Any help in resolving this matter will be greatly appreciated.

Desired Settlement: I just want my password changed.

8/5/2014 Problems with Product/Service
8/4/2014 Problems with Product/Service
8/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a charge to my credit card of $.29 on 6/21/2014. I have never done business with this company and I have never authorized any type of credit card transaction with them.

Desired Settlement: I don't want any type of refund, but I DO NOT WANT ANY FURTHER CHARGES TO MY CREDIT CARD FROM THIS COMPANY.

8/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 6//25/14 I Ordered 1 game on Steam Games website at a cost of $ 4.99. I paid with my credit card. I did not authorize any future purchases on. There is no way to contact Steam Games directly however they are closely connected to Valve Corporation, Inc. I left town on 6/26/14 and returned on 6/30/14. I received a call from my bank on 7/2/14 questioning the following charges. 6/27/14 - 5 different charges totaling $ 31.95. 6/28/14 - 3 different charges totaling $ 28.72. 6/30/14 -16 different charges totaling $ 123.64 7/3/14 - 2 different charges totaling $ 21.23. Grand total of $ 205.54. I don'tplay video games. I am retired on a fixed income and cannot afford to be bilked out of over two hundred dollars. Thank you for your assistance. ****** ******

Desired Settlement: A full refund of $ 205.54.

8/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My bank account was billed multiple times for items I did not purchase. Although they credited my account for these items.,

Desired Settlement: I would like to find out how they got my bank account number and have them cease the practices.

7/28/2014 Billing/Collection Issues
7/28/2014 Problems with Product/Service
7/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a game online that consistently fails to download properly. I have contacted Steam who have provided me with solutions that didn't remedy the problem. They then tried to pawn me off on the manufacturer who 5-6 days later and 2 emails has still not contacted me back. I have told Steam I am more than happy to get in store credit vs a refund if they would prefer that over a complete refund. Now Steam is completely ignoring me and I am to late to put a stop payment on my card.

Desired Settlement: Fixed game, in store credit, or complete refund in that order depending ability.

7/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered and payed for a game online through the Steam computer program. I downloaded the game and it does not work. I attempt to open the game to play it and I get only a black screen and eventually have to use the CTRL,ALT,DELETE method to close the game. I contacted the support team and they sent me a list of very technical things to do to attempt to fix the game. I do not know how to complete the things they are telling me to do. I simply asked for a refund for the product that does not work. They continue to side step my request for a refund and tell me to troubleshoot the product. I have limited knowledge of computer stuff and do not know how to fix the product that in my opinion should not need fixing in the first place. They are making it very difficult to resolve the issue by ignoring my requests.

Desired Settlement: I would simply like a refund for the product that does not work as advertised.

7/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I created an online support ticket on Wed, 25th Jun XXXX X:XX am The ticket number is: ************** The issue is I lost account access. I received a response in a fairly quick time frame of little under 5 hours. I replied immediately with my response and requested information. Three business days later, I have yet to get any more responses.

Desired Settlement: I would like to regain access to my account that I paid for. Considering I am missing the 50% off sales event, and cannot use my already purchased games, I feel this whole system needs an overhaul. A call-in option, or live chat would be preferable to endless waiting on responses that never comes.

7/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased ***** **** (a video game) for my PC three weeks ago from Vavle's digital video game distribution branch, Steam. The game is not functioning properly and I have spent hours reading support forums trying to fix the game or get it to perform the way it should. I paid a lot of money for this product that is supposed to work properly and it is not performing well at all. I contacted Valve to issue me a refund but they replied that there is nothing that they can do. This video game has been out for almost a month and it has not been updated or patched. I want my money refunded so that I can purchase a different video game in the future.

Desired Settlement: I am seeking a settlement of $69.99. The price that I paid for this video game, ***** ***** I want it refunded it my Paypal account.

7/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Two games ********* and **** wake. Will not accept game codes. Already used on steam. I bought games on ******* I am 82 years old. I want to play the games, not trying to install them. I buy all my games. I do no cheat. Put codes back.

Desired Settlement: Validate the codes to open games

7/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My account was banned improperly; Steam banned my friends account and for some reason banned my account as well. I did not know I was banned until I tried to make a purchase and this message,"An unexpected error has occurred. Your purchase has not been completed. Please contact Steam Support" pops up. I then submitted a ticket to steam and their reply was 3 Message by Support Tech ******** on Mon, 23rd Jun XXXX XX:XX pm Hello *****, Thank you for contacting Steam Support. Our records indicate that your purchases are being declined due to payment disputes on an alternate account ******. Until these payment disputes are resolved, Steam Support cannot assist you in completing purchases on another account. The Steam account has been automatically locked due to the payment dispute and is restricted from purchasing, gifting, trading, CD Key activation, and Steam Community access. Additionally, the disputed purchase has been removed from the account. To unlock your account, you will need to contact your bank and have the bank withdraw the chargeback, cancel the dispute and return the funds to Steam for this purchase. As soon as the chargeback dispute is settled, your account and the disputed game, will automatically unlock. If your bank is unable to withdraw the chargeback, we will need them to fax an affidavit that clearly states that they are unable to withdraw the chargeback and, more importantly, that the chargeback was not due to the credit card being used fraudulently. Please have them fax this affidavit to XXX-XXX-XXXX Attn: Fraud Department. Make sure that your bank has included the phone number for their dispute department so that we can verify the statement with them. Please reference your ticket number ******************** on your cover letter. As soon as we can confirm this information with your bank, we will review the situation so that we can make an exception and unlock the account even though the chargeback is still pending. We understand that this is an inconvenience, but we hope that you understand the logic of our actions. We appreciate your patience with this issue. I do not have another account and the person who has disputed purchases from steam is my friend and does not own my account.

Desired Settlement: I want my account to be unlocked as well as the games that I was trying to purchace which were on sale, to be the same price as the sale price when this is resolved, since this is not my fault.

7/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Last week three charges were made to my debit card -- one for $100 and two for $50 each. I contacted the company and informed them the charges were fraudulent and that I wanted a refund. I received refunds for the $100 charge and a refund for one of the $50 charges. However, I have not received a refund for the other $50 charge.

Desired Settlement: I am seeking a refund for the other $50.

Business Response: Final Consumer Response /* (2000, 6, 2014/07/21) */ I received the $50 refund from Valve. The case can be closed.

7/21/2014 Problems with Product/Service
7/21/2014 Billing/Collection Issues
7/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They sold me two games that did not work on current Gaming Computer system. I found a review written last dec 2013. stating 1 of the games I bought had a problem. AND THEY ARE KNOWINGLY SELLING A DEFECTIVE PRODUCTIVE.

Desired Settlement: DesiredSettlementID: Refund refund back to my steam account **** ******(cant find steam)3.74 USD. ****** ********(wont run)0.74 USD. With the system info they collect they should be able to tell if its going work.My Steam id is ********** and my email for steam account is **********@yahoo.ca

7/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Valve Software has charged $450.00 in fraudulent charges to my bank account. There is no way to contact them except thru an online ticket service that provides no help. I have created a ticket using this service and have received no response or any effort to fix my issues or return the money that was charged back to my account. Valve provides no other way to help its customers or anyone else that has lost money by charges that were not authorized.

Desired Settlement: The return of all of the money that was stolen from my bank account by Valve Software. A way to contact Valve when their are fraudulent charges on someones bank account or credit card should also be considered by the company.

Business Response: Final Consumer Response /* (2000, 6, 2014/07/10) */ Please cancel this complaint. The business has provided a refund. Thank you.

7/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased three items from this online retailer for $1.47. The three purchased items are: Sealed Play Deck - Slot 03 Sealed Play Deck - Slot 04 Sealed Play Deck - Slot 05 This online retailer listed them on their store page listed here: http://store.steampowered.com/app/XXXXXX/?snr=1_7_15__13 On the same day the retailer sold me this item containing the previously purchased items and the rest of the items. There are 20 slots total: http://store.steampowered.com/sub/XXXXX/ The item containing 20 items was not listed on their store page. Instead of refunding my purchase of a 1.47 the company kept my money. I emailed the company and asked to speak toa supervisor in customer support, The representative of the Valve Corporation named *** told me that there would be no refunds and all future communication from me would be ignored. He also told me that Valve Corporation has no management or supervisors and that he would not correct the store page to reflect the proper items that should be listed that are missing from their online store page. I felt that was a very odd response that they dont offer refunds and that they would ignore a customer.

Desired Settlement: I am seeking $1.47 in damages for the duplicate purchase of items that were sold to me twice.

7/10/2014 Billing/Collection Issues
7/10/2014 Problems with Product/Service
7/10/2014 Problems with Product/Service
7/1/2014 Problems with Product/Service
6/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an item and I can not use it due to Steam's failure to warn me it was incompatible with my video card, and that AMD video cards are not supported by the game. Steam sells video games, and makes no attempts to ensure quality or compatibility of the games. News reports came out before the launch of a major game title revealing it would not work with AMD video cards. Steam did not place any disclaimer or warning on their store page, despite knowing 40% of consumers use AMD video cards. Once purchased, they do not accept any refunds, despite knowing full well the game does not work on AMD video cards. Reference: http://www.******.com/sites/**************/2014/05/26/why-watch-dogs-is-bad-news-for-amd-users-and-potentially-the-entire-pc-gaming-ecosystem/

Desired Settlement: A refund for the $59.99 purchase price of the video game, and $19.99 for the downloadable content. In the future, when a game is known to have compatibility issues with major hardware manufacturers, it should include a disclaimer before purchase.

6/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My son purchased the game Day-Z from Valve Corps for $30.00 in mid-March. He has tried to load the game and play it unsuccessfully for over a month. We contacted Valve Corp and they offered us a list of resources to try to fix whatever was happening with the game on our PC. We tried everything on the list of possible issues and then went to the community (like they suggested) and found guidance from other users with similar issues. After hours and hours of unsuccessful attempts to get the game to work we requested a refund from the company. My son simply wanted the $30 he paid for Day-Z to be credited to his Steam account. Valve Corp has been completely unresponsive to our request. The game they sold him does not work and my twelve year old son spent his own money on this game.

Desired Settlement: I would like the $30.00 to be credited to my son's Steam account or back into my PayPal account.

6/23/2014 Problems with Product/Service
6/23/2014 Billing/Collection Issues
6/23/2014 Problems with Product/Service
6/23/2014 Problems with Product/Service
6/17/2014 Billing/Collection Issues
6/17/2014 Billing/Collection Issues
6/17/2014 Problems with Product/Service
6/16/2014 Problems with Product/Service
6/16/2014 Problems with Product/Service
6/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: all the games I have bought through steam have hackers playing who rob me of my good play experience. if I give money for a game that requires me to use their services to use or play it, and they state that they have anti cheats in place yet, I play the games I got from them and there is always cheaters in it. they not only spoil the experience, they also keep me from being able to complete the game as it was built. example is, not being able to acquire any achievements the game has in order to advance in the game. when I report these people or use the steam support to ask for help, (steam support is a nightmare to use), nothing gets done and they always show up in my games, even the ones o host, and purposely harass me. this forces me to stop playing or have nothing more than a really bad time. please help me I have no other options available to me.

Desired Settlement: I ask only for steam to actually do something about these cheaters and also, actually look into the reported users. some of these users have been reported many times by myself and many others I have played with.

6/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Steam does not provide any valid contact info other than their support web forms that I can find. Paypal should be part of this complaint as well as they are the root cause of all this.Steam has suspended my account without notice or cause.This whole problem started when paypal made an unauthorized to my checking account rather than my discover card causing on overdraw for me and many problems. When I contacted them to fix this I was told they would charge the discover automatically. Instead, when the bank reversed the charge paypal then refused to pay Steam or charge the correct source. Steam then decided that rather than work things out and let me pay them told me i had to wait for paypal and they would not let me pay them.Nearly a month later, I find out that paypal has tried to charge my checking again and rather than charge discover they stiff steam. When I find they've done this I call paypal and they tell me I have to repurchase the game to pay them.I try to do this and find that Steam has suspended my account without notice or cause. And steam offers now way to call or chat with them to resolve problems.I am completely out of patience now. I have contacted steam several times this month in order to resolve this and they have been as unhelpful as possible.Please help,****** ***** Product_Or_Service: Serious Sam Complete Pack (October 2012) Order_Number: XXXXXXXXXXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want my account restored and I feel I should get some kind of compensation for all of the trouble they have caused me that could have easily been avoided.

6/9/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a game titled ***** ********* from ***** ***** I received a Steam key in order to download the product onto our computer. I went to Steam and created an account and could not find where to download the computer game. After many emails, I find that no where on their website does it indicate that it is NOT compatible with a MAC operating system. You have to read further on the website to see the system requirements for a Windows XP or Windows 6, 7. This is fine and I am out $20.15 for the game. I would hope they would at least place this on their website on the top to ensure those who are purchasing the product to make it clear that this particular game will not operate on a MAC computer. Thank you for your time and attention and if I purchase a Windows operating system, then we will be able to play this game. Sincerely, ***** ********

Desired Settlement: For the programmers to make it clear on their website that their games are compatible with either a MAC or Windows Operating system.

6/9/2014 Billing/Collection Issues
6/9/2014 Problems with Product/Service
6/6/2014 Problems with Product/Service
6/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I paid for a game through the steam store and it has been over a week and I have yet to receive my CD key. Why would I purchase a game and have half of the game not able to use?

Desired Settlement: I would like my CD key. But even more than that I would like my money back because I only purchased the game to play a few friends. The entertainment value has passed and by the time I get that CD key I doubt I will even play it at this point.

6/4/2014 Advertising/Sales Issues
6/2/2014 Problems with Product/Service
6/2/2014 Problems with Product/Service
6/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i have bought a game, star wars empire at war Gold online from steam. i have paid them but after two days, they have yet to give me the code to play the game.

Desired Settlement: i would like them to give me the key code to play the game.

5/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I recently purchased the game Star Wars: Empire at War on Steam but Steam failed to say anything about needing a game key or said anything about them not having them like they do on some other titles so after I downloaded it and try to launch it an error pops up saying failed to find game key and will not give an option to launch at all and I found nothing on the stores page that says anything about keys and them not having them and if they did have keys there's also no apparent way to type them in.

Desired Settlement: All I'm looking for is for steam to give me some way to play the game or give me a refund on it because I feel that since they do not warn the customer about it it is then their fault problems like this occur so all I want is a way to play the game, a refund and with either of those for them to at least give a warning on the game pages. Thank you and any help is greatly appreciated.

5/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought the digital product and the money was taken out of my account. I have not received any verification or notice that this product is not working or the company doesn't have any more for sale.. The selling the products that they don't even have and taking the money out of customers hands.

Desired Settlement: That they are held to all industry standers.

5/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Digital game purchased "Star Wars-Empire at War (Gold)". Downloaded ok but get an error when game is run "Failed to contact key server". I cannot play this game

Desired Settlement: I would like the business to supply a key so i can play the game purchased.

5/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: hi, I recently purchased star wars empire at war and it wont play due to the product key situation I'm sure your aware of.My complaint is more on hoping for an answer as to when this product key issue will be resolved thank you

Desired Settlement: just a response as too when the issue will be resolved please.

5/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Offered a sale on digital download of licensed PC games Star Wars BattleFront II and Star Wars Empire at War Gold Pack. The games were purchased and my payment method was charged. The games are unable to be downloaded due to a licensin a key issue. This issue has been repeated on many of Valve's users and needs to be addressed.

Desired Settlement: Refund or the key to download the games purchased.

5/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Alright so not only me but many others bought star wars games from there star wars sale. Not one person is receiving the key to be able to play there game. Thousands of people are buying the product but not able to use the product at all.

Desired Settlement: I want my freakin money back. Why the **** is there something for sale on there program that is not even usable?? That is unacceptable. i want my money back and credit.

5/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased several games via Valve's Steam platform. have installed all games yet am unable to play them due to a steam key server error. In all cases these are old games that are no longer supported by the publishers, so no new keys are generated by them. Yet Valve are still offering a product that is no longer usable.

Desired Settlement: either a full refund, the ability to play the purchased games without the requirement of key's or new keys.

5/30/2014 Advertising/Sales Issues
5/30/2014 Advertising/Sales Issues
5/30/2014 Problems with Product/Service
5/30/2014 Problems with Product/Service
5/30/2014 Problems with Product/Service
5/30/2014 Problems with Product/Service
5/30/2014 Problems with Product/Service
5/30/2014 Problems with Product/Service
5/30/2014 Problems with Product/Service
5/30/2014 Problems with Product/Service
5/30/2014 Problems with Product/Service
5/30/2014 Advertising/Sales Issues
5/30/2014 Advertising/Sales Issues
5/30/2014 Advertising/Sales Issues
5/30/2014 Problems with Product/Service
5/30/2014 Advertising/Sales Issues
5/30/2014 Problems with Product/Service
5/28/2014 Problems with Product/Service
5/23/2014 Problems with Product/Service
5/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a down loadable computer game from this company (this is the second time). Once down loaded the program does not run on my son's computer. Their technical support staff is not reachable. I sent an email over a week ago to email support requesting my 9.99 back. I did not receive a response. I sent a second response 4/22/14 the email was bounced back saying that that email address no longer exists. The website directs all problems to their blog to fix the "gaming" problem. Last time I checked there were over 97,000 people who had problems with this game. There is no way to reach this company for help or a refund.

Desired Settlement: I would like a refund for my purchase. Attached is a copy of the sales receipt. Dear ********, Thank you for your recent purchase on Steam. If you're new to Steam, install the free Steam application now: http://www.steampowered.com/******** To play your new games, just launch the Steam application on your computer and log in using your Steam account name: ********. Your games will be available in Steam on the "Library" tab. Any Downloadable Content (DLC) you've purchased is automatically downloaded and will be accessible from within the base game on Steam. To view your new DLC from within your Library, right-click on the base game and select "View Downloadable Content." This email message will serve as your receipt. You can also access your Purchase History online at any time by visiting https://store.steampowered.com********* Terraria 9.99 USD Subtotal: 9.99 USD Tax: 0.00 USD Total: 9.99 USD Payment Info: PayPal 9.99 USD Confirmation Number: XXXXXXXXXXXXXXXXXXX Date confirmed: Sat Apr 12 11:55:02 2014 For help or product support, please visit http://support.steampowered.com. The Steam Support Team http://www.steampowered.com

5/19/2014 Delivery Issues | Read Complaint Details
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Complaint: I tried to contact their online store about a mistake in my address and my items were returned to the sender. I went through their support. they were having problems with me changing my email. I then tried to reply to a billing email they sent me and it was permanently rejected. Finally I called them and followed the steps and all they did was tell me to go to the website I first tried.

Desired Settlement: all I want is my money back or my items sent to the right address

5/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This is regarding their microtransactions inside the game DOTA 2. They advertise a product in their video game that states "Each time you open this treasure you will receive one of these items. You will not receive duplicates." There were 5 total items and I wanted one particular one so I purchased 5 to make sure I would get all of them. Upon purchasing the fifth one I got a duplicate of another item, and not the one I wanted. I contacted their support and was informed that there would in fact be duplicates of the first 4 items possible, and that I should have read a news article they had posted about it... And when I requested a refund they stated it was against their policy to issue refunds. While it may be against their policy to offer refunds, I feel misled as a customer and that they did not do a sufficient enough job explaining their business model to new users.

Desired Settlement: I would still like a refund or at least the item that I was trying to get in the first place.

5/12/2014 Delivery Issues
5/12/2014 Problems with Product/Service
5/9/2014 Delivery Issues
5/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April 02, 2014 I received an e-mail from Steam Support informing me that I would be given a refund for a game I purchased called Civ V: **** and ***** ********** I did not request a refund and have been happy with the game and Steam until now. When I logged into my Steam account it said that my account had been suspended for "Fraudulent Activity." I am not sure why Steam identified my account as having this problem. Currently, I am not able to play any of the games that I purchased with Steam or access my account. I have tried several times to contact Steam including creating a Steam Support account. As of today, April 05, 2014 Steam has not returned any of my requests for information or for them to investigate why my account was flagged. The refund confirmation number given to me is XXXXXXXXXXXXXXXXXXX. My Steam account is becXXXXX.

Desired Settlement: I would like my account to be reactivated so that I have access to my account and can play all of my games. I would also like Steam to apologize for the inconvenience it has caused me and to investigate why this happened.

5/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Steam Market is used to buy and sell virtual trading cards.On January 3rd, 2014, I bought these virtual items, which were set to expire about 12 hours later, which meant I would lose them if I did not use them or sell them. But the Steam Market was shut down during that period, which prevented me to have access to these virtual items. When the expiration time came, the items I purchased were no longer available to me. After 3 complaints clearly describing my situation and the transaction numbers related to the losses, Valve still refused to do anything about it.

Desired Settlement: I would like justice to be served, for vavle to admit their fault and a refund for those lost purchases.

5/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently purchased a game called Rust for $19.99. I am now unable to play the game on any machines. I was told that this was due to me using unauthorized software. I have never used any unauthorized software, I barely had the game open for more than 2 hours prior to being blocked. Please resolve this issue or refund my money.

Desired Settlement: Refund of payment price

5/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a game on steam an it does not ever work

Desired Settlement: My money back or make the game work

Business Response: Final Consumer Response /* (2000, 6, 2014/05/01) */ Origin the game producer were Steam got the game an retailed it to me,They, Origin Games fixed! Gave me the game in working order, just downloaded an ran fine,no thanks to the lame retailer Steam ! Wont be buying anymore games from STEAM !Complaint Resolved!

4/28/2014 Problems with Product/Service
4/28/2014 Problems with Product/Service
4/21/2014 Advertising/Sales Issues
4/21/2014 Problems with Product/Service
4/21/2014 Problems with Product/Service
4/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is also a product problem, however I cannot resolve this without customer service who refuse to look at my problem and delete my tickets. They have now deleted my entire support account, so I am not able to obtain any customer service. This company have committed fraud with the sale of these unusable products to me. On the 21st of February I contacted steam support with several tickets about some regional restrictions that had been placed on gifts. These restrictions were placed on my gifts well after the trades had been completed. Since this date steam support has given me canned replies every few days about the inability to help when they have done so in the past for myself and are helping other users effected with the same problem. I've provided all the information required and asked to speak to a manger/supervisor, or if more information may be needed. I've received no further response on the matter followed by weeks of having separate problems merged into 2 almost unfollowable tickets and my tickets then closed, unresolved. As of today they have completely removed my steam support account and any trace of tickets and support (including older problems) ever existing. Out of sight, out of mind. I've got several problems currently which I've been trying to sort out for over a month now. I will list them below along with a few screenshots. 1)Traded for a copy of ********* when it was first available. Gift had no regional restrictions or regional tags. It successfully activated to my account without any warning messages. When preload was available I was greeted with "Region Restricted" message, when the game launched it now gives me a "This game was activated with a product code that is only available in a specific geographic region. Since you are currently not in that region, Thief is unavailable to play". This game should have never activated in the first place if it had regional restrictions (which it did not). The other problem is I'm now left with a broken game attached to my account that no one seems willing to do anything about. The only other way to play this game would be piracy as it's a steamworks title and only available on steam. 2)Traded for several copies of ***** ***** The ***** of ****** Both myself and a few friends activated some copies but I had 3 more in my inventory to gift other friends closer to launch. Again, no regional restrictions or regional tags on the gifts at the time the trades were made. Friends and myself are now able to play our already activated copies but the several left in my inventory (from the same trader some 3 weeks beforehand no less) suddenly had regional restrictions placed on them and are now completely unusable. 3)Traded for *** of ******* III Deluxe. No regional restrictions or regional tags when trade was made. Decided to call it a night, logging back in several hours later to activate my gift it now was displaying with regional tags and restrictions. Every single one of these cases gifts have been retroactively restricted well after the trades have been completed. This is fraud and/or bait and switch. Valve only offer ticket support. As mentioned I've been trying to get these problems fixed for over a month now and only running into brick walls. Entirely deleting my support account is just wrong. I've contacted the publishers of all 3 games and each and every single one of them have said they requested no such restrictions and to contact valve support. Well I have, they initially broke my gifts and now they cite they have no powers to fix them or it was my eyesight's fault. This is not the case at all as I've had similar problems (Xrebirth) fixed in the past and other users are having the current problems fixed now. So not only is 'support' a complete joke but they are picking and choosing who to actually help. *** of ******* 3 Screenshots: Original gift after trade was made - ****************************** Item with the new restrictions after I slept for 4 hrs - ****************************** Item then changed again later in the day.. - ****************************** ***** **** screenshots: Original gifts I traded for - ****************************** and ****************************** Updated 2-3weeks after trades were completed to look like this - ******************************* Regionally restricted copy of Thief that activated to my account successfully. I have no other way to play this game other then piracy as it's a steamworks title: ****************************** Some of the more recent tickets, as unfortunately I didn't have screenshots of them all before they removed my support account. ****************************** ****************************** ****************************** ****************************** When I encountered the exact same problem with another title 6 months ago, support managed to fix it in 2-3days. Proof here: ****************************** A very detailed letter about the regional problems from another friend directed to **** himself, left unreplied to of course: ****************************** Similar problem which was eventually lifted by the publishers of another game in the past: http://forums.***.com/showthread.php/XXXXXX-Steam-Region-Locked-Forums ******** stance on the south park problems: http://forums.***.com/showthread.php/XXXXXX-region-confused-south-park/page5 Reddit thread with countless other effected users. Some of which support have helped (picking and choosing): ******************************************************************************************************* Support staff seeing to my tickets were a "thomas" and a "fran" Ticket numbers that still existed before my support account got deleted were. ************** ************** I've personally contacted the technical director of age of wonders 3, who currently has waited 2 weeks for a reply from valve about the situation. That's the developer of the product. Goes to show the kind of 'support' currently on offer. Also tried adding several valve staff members to my steam friends list to chat to about the situation after my support tickets and account was removed entirely. None of these staff members have accepted my friends request or replied to messages left on their profile pages.

Desired Settlement: I am simply asking for the gifts I traded for to return to the original state they were in when the trades were completed. Unrestricted, region free and usable again. I've given enough evidence to prove these statements and I've already asked if more was required, which I would be more then happy to provide. I would also like my support account reinstated so I can actually receive further support on the steam platform if required. No valid reasons for removal of this nor did I receive any warnings before it happened. I'm completely appalled at the complete lack of support on this matter and how inadequate valve staff have been altogether. More so after the thousands of dollars that I have invested into your platform for myself, family and friends. No other platform I own do I need to worry about regions changing after purchase. I'll seriously be considering taking my business elsewhere in future. Regards, **** http://steamcommunity.com/**********

4/14/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a game in the complete edition which is one copy of the game as well as all DLC for the item whilst it was on sale. I bought enough copies for myself as well as everyone in my house. All together I purchased 5 copies. The deluxe copy of the game "Sanctum" and a 4-Pack. I only recieved 3 copies in the 4-pack so I was missing one copy. After contacting support it was drawn out up to the point at which the sale would end. I then stated that I didn't care anymore and it would be nice if they were to credit the account 99 cents so I could purchase the fourth copy I paid for and they declined.

Desired Settlement: I want the fourth copy of the game I paid for or an equivalent amount of the purchase price of the game (This is because the game is no longer on sale and in order to buy the fourth copy I am entitled to, the price is up a large amount. The full price of the item is $9.99. I have already sent out the other three copies because if they were to refund me the items I would not have been able to purchase the 4-pack at its non sale price (Which customer service drew it out long enough it wouldn't have been possible and they do not honor sale prices in an event like this.) As it is also shown that I purchased the DLC for each gift because of the time length at which support drew it out I would like the DLC for the game (Both map packs) for the combined sale price of 98 cents. I purchased each DLC for each other giftable copy. I would also like to point out that when I stated I would file a chargeback for 1/4th the price of the chargeback they "in a nice manner" threatened that if I did do so, my account would be closed. Referring to the credit card fraud terms of use. Which means that all games that I had purchased through steam would be lost because STEAM aka The Valve Corporation was stealing from me by not giving me what I paid for. I would like $9.99 or another giftable copy of Sanctum and the DLC for a charge of 98 cents.

4/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 5 transactions were charged to my credit card totaling $550 on 3/1714 at 12:47am. There is no way to contact the company other than setting up a support account on their website and then submitting a ticket. Why would I want to associate my information with a company who has repeated customer security issues. Nonetheless, I set up the account and submitted the ticket. I have not heard from anyone yet.

Desired Settlement: charges reversed/refund/information permanently deleted

4/14/2014 Problems with Product/Service
4/14/2014 Advertising/Sales Issues
4/7/2014 Problems with Product/Service
4/7/2014 Problems with Product/Service
3/31/2014 Problems with Product/Service
3/31/2014 Billing/Collection Issues
3/31/2014 Problems with Product/Service
3/31/2014 Problems with Product/Service
3/31/2014 Problems with Product/Service
3/31/2014 Advertising/Sales Issues
3/31/2014 Problems with Product/Service
3/31/2014 Problems with Product/Service
3/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently purchased a game called ***** I was playing fine, then didn't get on for a week. I tried to log back in, and it said I was banned from the game. I contacted ******** first, and they didn't help. They refused to even tell me the time anything ban worthy was detected, or what time I was actually banned. I already have another report on them. I contacted *******, and they said they had no access or ability to change ban status. I then contacted Steam. They said they don't support 3rd party games. They also said "You will not get a refund for this purchase, and you will not get in store credit for this purchase." They said the same thing ******** said. "If you want to play the game again, you'll have to make a new account and purchase the title again." That seems like ******** is falsely banning, to make more money.

Desired Settlement: I want my account unbanned because I did nothing wrong. *********** representative ******* has something set up where the emails are automatically replied to you, because I've seen tons of other people with the same issue, and aside from one or two messages, every message was exactly the same. No accidental typos, nothing. Exactly the same. I want my account unbanned through ********* or the key removed from my steam account, and a new one added to the account I already own.

3/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have purchased **** 3 *** edition and gifted it to my friend through steam, found out the game doesn't even work on my friends system due to it having a non stated compatibility issue. Her computer uses switchable graphics which cannot be disabled causing the game not to run and gives out an error screen. I have told steam this issue and asked for my money to be refunded back into my steam wallet and have been denied, they did not state anywhere on the page to purchase **** 3 *** edition, any hardware comparability issues with switchable graphics.

Desired Settlement: my money back

3/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My complain about valve is as below. I have a dota 2 account on steam ( username: **********), and recently steam locked my account, and gave reason that they discovered fraud/hijacking activity on my account. I have explained to valve about what happened,also, the supposed victim has also explained to them that it was a mistake on his part. Even so, valve continues to accuse me of hijacking another account. What happened was, that another user forgot to log out of their account in a lan shop and after a while, someone else got access of their account. This person sold me the items from the hijacked account while claiming ownership over that account. I bought these items from him. The next day, the real owner of the account explained to me about what happened and I returned those items to him. The real owner also opened a support ticket with valve claiming I "hacked" his account and forgot to close that support ticket after his items were returned. The following day, my account was locked by valve. The owner of the hijacked account informed valve that this was a misunderstanding and requested to unlock my account on my behalf. Valve has until now refused to unlock my account and still accuses me of hijacking another account,citing they have proof. I am upset and feel wronged by Valve as I did not do anything against their terms and it is impossible to have any form of proof because no hijacking took place. Just simple mistake of stolen identity with the wrong being on the other account owner. I am merely a victim and Valve is punishing me even more. I have been a paying customer of Valve since 2012 and while this ban has been imposed on me, I have paid services within Valve that refused to run because of the status of my account. Valve refused to cooperate or perform a proper investigation and is treating me, a paying customer wrongly. I feel Valve is merely taking the easy way out by locking my account and victimising me.

Desired Settlement: I am seeking for valve to return my account to normal status and some financial compensation. The financial compensation is for the time I've spent using their services, the money I've spent on their services, the time and effort I've spent with their unhelpful customer support and also for the paid services that ceased to work when they locked my account. The sum I am looking at is 1500 United States Dollars.

3/24/2014 Billing/Collection Issues
3/24/2014 Problems with Product/Service
3/24/2014 Problems with Product/Service
3/24/2014 Problems with Product/Service
3/24/2014 Problems with Product/Service
3/24/2014 Problems with Product/Service
3/18/2014 Problems with Product/Service
3/17/2014 Advertising/Sales Issues
3/17/2014 Problems with Product/Service
3/17/2014 Problems with Product/Service
3/17/2014 Problems with Product/Service
3/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Steampowered.com charged my card $29.99 on 4 seperate charges, withdrawing a total of $119.96 total. These charges were unauthorized and no purchase was ever made to this company for any item or service. In addition, when I attempted to contact this company, there is not a direct phone number on their website, or a convenient way to contact them through email (you must create an account with them). I located a phone number on my bank statement (XXX-XXX-XXXX), but it is disconnected. I have notified my bank to close my card and would like other consumers to be aware of these fraudulent practices.

Desired Settlement: Provide a money order of %119.96 to be mailed to my address. If this is not honored, I will take further action, as this a fraudulent act and requires immediate attention.

3/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a game from Steams online store called Rust. The game was advertised to run on my computer according to the requirements, however it did not. I had contacted steam asking for a refund stating that it was unplayable. They flat out refused to refund my money stating; "We do not offer refunds for Early Access Games. Early Access Games are playable games that evolve as you play them. By purchasing, you gain immediate access to download and play the game in its current form. As you give feedback, the developers of the games continue to update the games and add content." However, there they state that: "Early Access Games are playable games", whereas it was not "playable" for me.

Desired Settlement: I simply wish to be refunded my $19.99 USD via the same method of payment that it was originally charged (paypal)

3/11/2014 Problems with Product/Service
3/11/2014 Problems with Product/Service
3/11/2014 Billing/Collection Issues
3/5/2014 Billing/Collection Issues
3/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have two authorized charges made to my account made by STEAMPOWERED.CO BELLEVUE WA. One in the amount of $19.99 on Jan 21 and the other in the amount of $50 charged today.

Desired Settlement: Refund of $69

Business Response: Consumer Response /* (2000, 12, 2014/03/05) */ Greetings, Thank you for your email. Pelase note that Valve Corporation have investigated and found the charges fraudulent therefore have refunded my account. Thank you for all that you do. Sincerly, ******************

3/4/2014 Problems with Product/Service
3/4/2014 Billing/Collection Issues
3/4/2014 Problems with Product/Service
3/4/2014 Problems with Product/Service
2/27/2014 Problems with Product/Service
2/27/2014 Problems with Product/Service
2/27/2014 Problems with Product/Service
2/27/2014 Advertising/Sales Issues
2/27/2014 Problems with Product/Service
2/27/2014 Problems with Product/Service
2/27/2014 Problems with Product/Service
2/24/2014 Problems with Product/Service
2/20/2014 Problems with Product/Service
2/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a video game on Steam (Valve Corp.) called Max Payne 3 for $6.99 which came with all the downloaded content (added games for that product) But would not run for the lack of a game key. All the complaints about the failure of the game to access a license to run the game purchased was suddenly removed from their community forum and now upon a search of Max Payne 3 in their forum (support) yields nothing. When I contacted them I got this response: Hello ******, Thank you for contacting Steam Support. Unfortunately, it appears that we have run out of CD Keys for several DLCs in your purchase. We are still working with ******** on a solution to this issue. We do not have a time frame on when this will be fixed. If you no longer wish to wait, we can issue store credit for the amount of your purchase to your Steam wallet. This will remove the game from your account. You are welcome to purchase the base game with the wallet credit, as we still have CD Keys for the base game. You can purchase the game, without any DLC, here: http://store.steampowered.com/app/XXXXXX/ Please note that we cannot make changes to your existing purchase - it cannot launch until we have every key included in your package. Please let us know how you would like to proceed. From what I can see ******** and Valve are one in the same. as it turned out they underestimated the demand of this game and would like 70 renege on it's sale, give back your little change so they can gain more profits, as the non sale game would be $35 with added DLC's This is beyond false advertizing. It's like buying a car but they want 5 times the amount for the keys. I suspect this may even be illegal.

Desired Settlement: I want my purchase as it was promised and bought in good faith along with the keys and DLC's

Business Response: Consumer Response /* (2000, 12, 2014/02/19) */ They finally resolved the problem. I'm sure your request for clarity in this issue helped along with other customers demanding the product they purchased did the trick. Thanks for your help.

2/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have used Valve's online support system and it is only done in a question that they will answer. I used the support on Wed, 1st Jan 2014 12:22 pm. I have yet to receive a message back. It is all done in typing and selecting categories. It also seems to be that I can only ask one question at a time and I can't contact Valve in any other way. I have reading and spelling disabilities. So it's hard for me to select the correct category and explain my issue that I need help on with Valve. I did explain in the support question "I couldn't find what category to select for the steam cloud" and I explained my issue. I have used Valves support system for their product "Steam" before and they have responded much faster than this; But it still took them no more than 48 hours to respond. Valve's support in the past has been difficult to get help and/or solve issues. Mainly my complaint is that Valve is taking to long to respond to my support ticket, I believe they will be very vague and take short cuts to help solve the issue. My issue with the product is that Ihave saved a game on to their system call Steam Cloud. Steam Cloud is a way to save your video game play on their end and not on your computer's hard drive. I wanted to load a saved game from Steam Cloud, but I could not find the saved game. I saved the game about 3 to 4 months ago and there are older saved games on the Steam cloud. The game is call *** ******** ************************* V.

Desired Settlement: I want to know if they can recover my saved game play from the Steam Cloud? Also I am not sure if I made it clear with Valve in the past about my reading and spelling disabilities. So I want to know do I need to make that clear very time I have to use the support system? So there is no miss understand of trying to explaining an issue and solving an issue on both ends.

2/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased product software "Call of Duty: Ghosts" After repeated attempts at use and repeated attempts to contact Steam/Valve support product remains unusable as it was sold and intended. This is due to low quality programming of said software and lack of support causing hacking/modding issues. This issues make it impossible to play the game as intended as these hackers/modders take over the games and cause you to lose regardless of skill. This is supposed to be an entertainment product and as such can provide no entertainment. Sold on false advertising with little to no support or appearance of future fixes to this issue. Issue can be seen by and large throughout the inter-webs on various sites including game review sites and YouTube as evidence to the degree at which this game has become unusable.

Desired Settlement: Full refund or credit of retail purchase price.

2/14/2014 Advertising/Sales Issues
2/14/2014 Billing/Collection Issues
2/14/2014 Advertising/Sales Issues
2/14/2014 Problems with Product/Service
2/14/2014 Problems with Product/Service
2/14/2014 Problems with Product/Service
2/3/2014 Problems with Product/Service
2/3/2014 Problems with Product/Service
2/3/2014 Delivery Issues
2/3/2014 Problems with Product/Service
2/3/2014 Delivery Issues
2/3/2014 Delivery Issues
2/3/2014 Problems with Product/Service
2/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I purchase physical game discs for my personal computer, the game itself is not on the disk I purchase. Steam issues a "key" which is not what I'm paying for. I want to purchase the game itself, on the disk, without the need of a 3rd party client that invades my privacy.

Desired Settlement: For Valve to stop infecting video game software with a 3rd party virus called "Steam" and forcing us to create online public profiles just to play a video game. My virus scanner defines the "Steam" client as a 3rd party advertisement virus, I want the option to opt out if I am FORCED to have the Steam virus packaged with my products.

2/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: During the Steam holiday sale, I purchased a Season Pass for Bioshock: Infinite, for $4.99. When I checked out, I discovered I'd been charged $19.99 for the item, rather than $4.99. The item still showed as on sale for $4.99, so I opened a support ticket with Steam to get the difference refunded. They did not refund the difference, despite the mistake in pricing. Proof here: http://i.imgur.com/B1X8JlC.jpg Product_Or_Service: bioshock:Infinite - Season Pass

Desired Settlement: DesiredSettlementID: Refund I'd like a partial refund of $15 to cover the difference between the sales price which I was regionally and time-wise entitled to, as per the posted price on the website/Steam client.

2/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sirs I have purchased the game Skyrim, It must be played through the Steampowered site. I have been trying since 11/8 to try to remedy why I cannot log into play my game. This happened earlier this year and it took them 2 months to fix the problem and now it is another 2 months and it is still not fixed yet. I have been patient yet wish to play the game I purchased. I asked them that if they could not fix it could they just refund my money, reset the game for me or even let me make a new account and reload the game. They do nothing except the same thing over and over which does not work. I have approx. 15 emails that I sent to them to resolve this matter and they have not. I am pretty much computer illiterate so I can not get the emails to load into the next page to send you but if you send me your email address I probably could email them to you. Product_Or_Service: Skyrim

Desired Settlement: DesiredSettlementID: Other (requires explanation) I just want to play my game. Delete the old account and make a completely new one with the game they sold me on it.

2/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a game for Christmas as a DVD for my PC that had been purchased from ******* After installing the game on my computer,it crashed instantly each time and troubleshooting got me nowhere. And when I say nowhere, what I mean is that I went to the Steam website, which regulates this game and is responsible for it functioning and running. Steam is a proprietary program, owned by Valve Corporation, that I have to run the game through. There were similar problems posted in their forums by other people, but there was never a resolution offered by the company (Steam). An independent search of the Internet for solutions rendered similar results. I felt like I had bought a bad product with no support from the company, and no support available online through any means. Following the Steam website's instructions, I submitted an email to them explaining my problem, but received no answer from them. I eventually sent the game disc back to ****** for a refund. No problem with that. I have already received the refund. I then figured I would download the same game from the Steam website, assuming the problem might have been caused by the disc I had received. I paid for the game, got the game downloaded, and then immediately had the same problem I experienced with the disc I received from Amazon. I again submitted an email to Steam, and my dad sent one too. Again, no response. My dad ultimately called Valve Corporation, leaving messages on various person's voicemail, asking them to call us. We received a phone call from some who identified herself as ******** with Valve Corporation customer support. She claimed that we never sent any emails, and said she would submit a "ticket" to customer support for help for us. My dad said that the whole time she talked to him, she was rude, kept talking over him, wouldn't listen to him describe what had happened, and basically couldn't wait to get off the phone. She didn't even want to hear that we hoped the issue with the game would be resolved, but in the event that wasn't possible, we would at least like a refund. Again, she hung up on him before he could adequately explain that. When filing my complaint here, I had to specify my problem, but I wasn't given the option to choose all three choices. So in truth, my problem would include 6-601 - Failure to provide promised assistance or support for products or services 6-602 - Failure to respond to phone calls or written requests for assistance, and 6-603 - Inappropriate behavior by customer service personnel. In summary, I still only want to be able to play this game. If this is not possible, I would like a refund for my purchase from Valve Corporation. However, it should not go without saying that Valve Corporation is not a good company to do business with. They don't have adequate online support for their games, they don't have a phone number that someone can call for technical support, the technical support that is supposed to handle emailed problems is apparently inadequately staffed, their customer support staff is extremely rude, and they are selling and marketing a product, which they don't even know whether it works or not for the systems they are selling it for.

Desired Settlement: I would prefer to get the assistance I have sought to be able to play the game. However, since it seems the company is unwilling to provide this support, I ultimately would like to get a refund for my purchase.

1/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased Bard's Tale software via Steam software distribution by Valve Corporation. The reason for the purchase was because it included the original Bard's Tale 1-3 from the 80s. The included software does not work. It starts and runs for about 55-60 minutes and then freezes. This is repeatable and is a known issue on all customer's systems. Neither Valve or ****** (developer of the software) will reply to questions about fixing this or working around it. Valve refuses to offer a refund on this, offering instead to support the game themselves. The support was an email asking me to contact the vendor (which I've done but gotten no reply). I replied with those details. The second note said asked for correspondence between myself and the vendor and that they would follow up. I provided the correspondence (which was my initial letter and no reply). The third note was a request for correspondence with the vendor (again). I replied that I'd already sent that but included it again. The fourth reply was a request to contact the vendor myself, to which I replied I already had multiple times and that now I just want a refund. The final reply was a snarky comment that there procedure is clearly labeled in paragraph bla bla bla that they don't give refunds for software ever and that I'd spent several hours using the game (as if that time wasn't ALL spent trying to troubleshoot the issue).

Desired Settlement: Ideally, just a game repair. If they can't repair it, they need to remove it from their site. Also, if they can't repair it, I want the $9.99 which was the purchase price for it.

1/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company has deducted money from my debit card without my knowledge or consent..first charge they took 24.99 then took $50.00 5 times in a few minutes..the bank said the 24.99 was a test to see if it was a viable account, then they took over 200.00 we did not do this..it was done by this company...it totaled 224.99 we had to cancel our cards and wont get new ones till after Christmas...

Desired Settlement: We would like to have our money put back... 224.99 to our bank...

1/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bonk Acrylic Tumbler is piece of garbage. I tried to FOLLOW DIRECTIONS on their website and could not get in contact with them or "submit a ticket to get an RMA#." No way to get in touch with them regarding this poor quality product.

Desired Settlement: Refund of $10 without me having to send this piece of garbage back!

1/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently purchased a copy of "Nether", a video game made by a company comprised of many members of another failed, and scam artist-like, company that made "War Z." I found the product broken from the start, unable to download, unable to install, and unable to sync with the steam client. I attempted many methods to resolve the issue myself, as thousands of others are at this moment, to no avail. The product is defunct, and should be removed from the store front. I contacted customer support and have received roughly the same message from three different people, all whom seem dis-ingenuous at reading my complaint and trying to help me. I've been a loyal customer to their services for nine years long, back since their inception. I've never had to lodge a complaint against their company, but had no choice after being treated so disrespectfully over what should be such a small issue.

Desired Settlement: I demand a full refund, and removal of the title "Nether" from my Steam portal.

1/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased Steam DOTA2 Valve $20 game card and the scratch off game card code was illegible and could not be used to add funds to the wallet.

Desired Settlement: A new $20 code or the credit added to the wallet.

1/28/2014 Problems with Product/Service
1/28/2014 Problems with Product/Service
1/28/2014 Problems with Product/Service
1/28/2014 Billing/Collection Issues
1/28/2014 Advertising/Sales Issues
1/28/2014 Billing/Collection Issues
1/28/2014 Problems with Product/Service
1/28/2014 Problems with Product/Service
1/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: For a few years, I have played Counter-Strike: Condition Zero, which I purchased from Steam. I have since used the Steam interface to access the game and play it. On Tuesday, January 7, I began getting an error message that prevented the game from opening. I submitted a question to Steam Support for help. One week later (today), they simply said that they are investigating the issue, and they gave me no solution. This situation would be fine except for two problems: 1) I have no clue as to how long their "investigation" will take, nor whether they are looking into anything at all--it is an extremely unhelpful reply devoid of detail; and 2) I have a separate issue regarding the same game about which I asked Steam for help almost six months ago. They gave the same response then: that they are "investigating further," but they tell me nothing. I am willing to work with Steam tech support to find a solution, but they seemingly will not. This song and dance has persisted for half a year, and now my game, for which I paid, is completely inaccessible.

Desired Settlement: I request proactive solutions, rather than empty promises, pursuant to my regaining access to the game for which I have paid. I request Steam's help in speedily rectifying this error message. As said, I am willing to work with Steam in their efforts to assist me.

Business Response: Final Consumer Response /* (2000, 6, 2014/01/23) */ UPDATE: All of my problems with this company's products have now been resolved. This matter needs no further action.

1/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently pre-purchased a game through steam called X Rebirth. The purchase was made a few days before release of the game. Once the game was released it was found to be not playable due to the high amount of bugs and flaws in the game. After multiple patches the game has still not been fixed. However steam has refused me a refund citing their EULA. Also should be noted that according to Steams forums , several people have in fact received refunds from Steam. I attempted a refund as well and have been denied and referred to their faq to reinstall the game.

Desired Settlement: The settlement i desire is a normal refund of the price i spent on the game in return they may remove it from my account.

1/13/2014 Problems with Product/Service
1/8/2014 Problems with Product/Service
1/8/2014 Advertising/Sales Issues
1/8/2014 Problems with Product/Service
1/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased X Rebirth from Steam on November 15th. The product delivered is wrought with bugs and broken promises. Sent Steam an e-mail requesting refund after trying to play for a few hours. I was told that they wouldn't offer a refund, even though the product is defective. My request follows... Hello, I purchased X Rebirth on release day, and have barely been able to play it due to the amount of bugs present. I've waited for the daily Egosoft patches, but this is just out of control at this point. Essentially it is a non working, defective product, and that is why I selected Purchase Failures as my issue type. I would like to request a refund for Steam Store credit. Thank you for your help in this matter. -***** ********* The ticket number in reference is **************

Desired Settlement: Refund either as store credit, or back to my credit card.

1/8/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a game from the Valve Corporation which was Call of Duty: Ghosts. In the system requirements which were listed under the game it required you to have a certain tier of graphics and processing power. I met the requirements and purchased the game through there distributing for the PC. After downloading the game for two days I start to play and it as not is as describes. It needed to be played at minimum settings (aesthetically unappealing) to get 30 frames per second (industry standard) or it would run at about 15-20 frames per second. After arguing with them through their support system the most they could do was a store credit. They falsely advertised a game which is illegal and I would like a refund rather then take this to small claims court.

Desired Settlement: A refund to my credit card of 60$

1/8/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I installed a game 'War Thunder' on 8/16/2013 offered through Valve Corporations Steam service. After posting multiple transactions to my Steam account for use on the selected title from 08/19/2013 - 11/10/2013, the games account is no longer available for use to me through the parent company site. I have tried for over two weeks to regain access to the product through the parent company website and associated employees, but to no avail. After realizing that my issue was being ignored, I went to seek redress from Valve Corporation in the form of a refund of monies spent on said product. Valve is refusing to reimburse me anything and provided me with a web link to their fine print subscriber agreement. I am now out USD$204.09 after spending it on a title offered through Valve which I can no longer access.

Desired Settlement: I am seeking the return of USD$204.09 which was used on the aforementioned title 'War Thunder' which I can no longer access.

12/20/2013 Problems with Product/Service | Read Complaint Details
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Complaint: My son purchased the game Garry's Mod, and we did a computer cleaning for viruses and after the game no longer would work it just gives an error message when logging in. My husband and I have tried on several occasions to contact the company via email, phone, and have exhausted our resources. None of the trouble shoot errors have worked either, this is extremely upsetting to know that this company can just take my money and not offer support when their product fails.

Desired Settlement: My son still wants the game, so we are just seeking that the product be restored so he can play again.

12/20/2013 Delivery Issues | Read Complaint Details
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Complaint: I purchased software from this company and I was supposed to be able to download it instantly. However after 3 days of contacting the company they still have not let me download it yet I have paid for the software.

Desired Settlement: I would like to receive the product I paid for.

12/20/2013 Problems with Product/Service
12/20/2013 Problems with Product/Service
12/20/2013 Advertising/Sales Issues
12/20/2013 Problems with Product/Service
12/20/2013 Problems with Product/Service
12/13/2013 Problems with Product/Service
12/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have bought the game X:Rebirth. Since day 1 of release the game has not worked properly at all. The performance of the game is a slide show and makes the game very unplayable. Also there are features advertised for the game that are not in the game at all. There are also bugs in the game that stop progression through the storyline, and also there are bugs that stop from using one of the main features of the game thereby making that feature not in the game. I have contacted Steam Support to get a refund as an in store credit stating all these facts. I have been denied the refund. I have never asked for a refund before, this is the first time. THere has been many many more people who have asked for a refund and they got the refund. I am being denied a service that others have been granted. I have bought a product that does not work as advertised and does not have the features as advertised.

Desired Settlement: I want the game taken off of my library, and given In store credit.

Business Response: Final Consumer Response /* (2000, 6, 2013/12/13) */ Valve (Steam) has issued me a refund via in store credit for the defective game. I no longer have a complaint against them.

12/11/2013 Problems with Product/Service
12/11/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A product listed on the Steam store page called "Rain Blood Chronicles: Mirage". This product is listed with features that it does not have. The product lists the feature "multi-player", which states that "an online supported function that allows users to interact with each other exists". This is not the case, I have contacted the business in an attempt to rectify this obvious form of false advertisement but I have not received a response and the store page remains the same. http://store.steampowered.com/app/240660 - The store page link.

Desired Settlement: I would like refunds issued to all those duped into purchasing this product due to false advertisement, and I would like the false advertisement removed.

12/6/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Valve has slandered me by stating I am a cheater. They have placed a "VAC" ban on my profile. The first line in Valve's information about "VAC" bans is -"Because nobody likes playing with cheaters." Proof Profile - http://steamcommunity.com/id/***/ VAC - http://steamcommunity.com/actions/WhatIsVAC

Desired Settlement: I would like the VAC ban removed from my profile. Or I would like a refund for all games linked to my steam profile. Satazius $5.99 Ether Vapor Remaster $7.99 Sid Meier's Civilization V $29.99 Mafia II $29.99 Oblivion Game of the Year Deluxe $24.99 Brink Complete Pack $24.99 Payday 2 Standard Edition $29.99 Kerbal Space Program $22.99 Payday: The Heist $19.99 Nuclear Dawn $9.99 Arma II: Combined Operations (NA) $24.99 Garry's Mod $9.99 Section 8: Prejudice $14.99 Day of Defeat Source $9.99 Call of Duty Warchest $29.99 Star Trek Online in game purchase $50.00 Planet side 2 in game purchase $80.00

12/5/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: This company charged my card $77.19 on 11/1/2013 when i have never ordered or used this company for anything. Upon researching i found out this is an online gaming company (i do not play games period) and there is no phone number or way to contact them to dispute the charge. When you go to the website it makes you register to be able to send a complaint and it doesnt let you select the correct drop downs and there is no where to put the information. I looked on google and several people have complained that this site charged them without any authorization. Most of the people dont play video games and hadnt even heard of the company. I called my credit card company and they stated that they couldnt do anything until the charge was posted which could be 2-5 business days.

Desired Settlement: i want my money $77.14 back.

12/5/2013 Problems with Product/Service
12/5/2013 Problems with Product/Service
12/5/2013 Problems with Product/Service
11/26/2013 Problems with Product/Service
11/26/2013 Advertising/Sales Issues
11/15/2013 Problems with Product/Service
11/15/2013 Problems with Product/Service
11/15/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Three Days ago I tried to purchase game from thier web site steampowered.com, The game was Demolition Company Gold, It declined my card but it withdrawed the $24.99 from my card anyways. I found this out after calling the customer assistance number on my card to ask why my card was declined, and there was money on the card for this purchase, They(***********************) told me that there was a transaction which did happen in the amount of $24.99 giving me the trans code number XXXXXX from my card ending in ****.to Steam, I have attempted to call steams billing department and have left several messages asking them to call me, so that we can settle this matter reasonalbly and they haven yet returned my call to disite thier message stating that a representitve will return my call with 48 hours, that time has been exceeded and several calls later they have refused to return my calls. I have not been rude to them, My request from them was since they docked my card for the cost of the game anyways, I requested for them to either give me the game which was purchased, or Return the Money which was debited from my card, by This companny.

Desired Settlement: I would request that a refund of $24.99 be refunded back to my card immediatly, or give me the game that this money was taken out from my account by this company for the puchase thereof. this is an act of fraud done against me Money was subtracted from my bank by this company, and I dont have my Game nor was the money refunded at this point.

Business Response: Final Consumer Response /* (2000, 7, 2013/11/15) */ The Money has been returned,as of today. Thank you Valve for doing the right thing. I have no further case. or issues. this matter is resolved.

11/14/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I bought 'Darkfall Unholy Wars' through Valve's Online Steam client for 39.95 on 10-5-13 and on 10-8-13 the game will not let me play it. It says I have to purchase it again. I have email confirmation of purchase and I emailed Steam and have not recieved a fix. The game is an Online game with a subscription fee that does not go into play until the first 30-days is over. Only 3 days passed and it is not letting me play, which is basically robbing me of the free-time that I have payed for with the initial purchase. As I write this, Valve/Steam has not resolved this issue. Below is a pasted text directly from my Steam account. Home > Account ************** account LICENSES + SUBSCRIPTIONSSTORE TRANSACTIONSGAME TRANSACTIONS Recurring Subscriptions NAME NEXT BILLING DATE AMOUNT DUE Darkfall Unholy Wars 30 Day Recurring This subscription is cancelled and your license will expire on Nov 4, 2013. Cancelled Renew Licenses and subscriptions ACQUISITION METHOD ITEM Complimentary Steam Steam Store Darkfall Unholy Wars - and here is the email confirmation of my purchase. - Dear ************, Thank you for your recent purchase on Steam. If you're new to Steam, install the free Steam application now: http://www.steampowered.com/getsteam To play your new games, just launch the Steam application on your computer and log in using your Steam account name: ************. Your games will be available in Steam on the "Library" tab. Any Downloadable Content (DLC) you've purchased is automatically downloaded and will be accessible from within the base game on Steam. To view your new DLC from within your Library, right-click on the base game and select "View Downloadable Content." This email message will serve as your receipt. You can also access your Purchase History online at any time by visiting https://store.steampowered.com/account. Darkfall Unholy Wars 39.95 USD -------------------------------------------------------------------------------- Subtotal: 39.95 USD Tax: 0.00 USD -------------------------------------------------------------------------------- Total: 39.95 USD Payment Info: Visa ending with **** 39.95 USD Confirmation Number: XXXXXXXXXXXXXXXXXXX Date confirmed: Sat Oct 05 20:35:40 2013 For help or product support, please visit http://support.steampowered.com. The Steam Support Team http://www.steampowered.com This This notification has been sent to the email address associated with your Steam account. For information on Valve's privacy policy, visit http://www.valvesoftware.com/privacy.htm. This email message was auto-generated. Please do not respond. -------------------------------------------------------------------------------- (c) Valve Corporation. All rights reserved. All trademarks are property of their respective owners in the US and other countries.

Desired Settlement: Due to frustration (and since I am being shorted of my free game time that is included in the initial purchase) I would like a full refund, either mailed to me, or put into my online wallet connected to my Steam account.

11/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a video game from them called stardrive and it will not even work. I have heard nothing back from them and it's been like three days since I have started my steam ticket which seems to be of no use as there is no communication on their end. this complaint is product incompatible with my computer.

Desired Settlement: I just want my money back. No more. No less. They need to make this right.

11/8/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had purchased a very expensive gaming laptop from ************ part of the package deal that came with the laptop was a specific video card that I chose to have installed into the laptop which was included the FREE Download of a game METRO 2033: LAST LIGHT. I received the laptop in the time frame as detailed by *********** and they forgot to include my free copy or code to download the METRO 2033:LAST LIGHT game from Valve/Steampowered games website. I called *********** and a day later I got a return phone call from *********** and spoke with a customer service person, he apologized and emailed a redemption code to the email address that I had on file with *********** and when I received the email with the code, which was from ****** corporation, I then clicked on the link in the email from ***** ****** and it took me to an ****** WEBSITE with a code and instructions that to redeem, I would have to visit www.store.steampowered.com, where I would have to create an account (if I did not already have one) or if I did, I would have to sign in and follow the instructions on how to find, purchase/use my redemption code to download my free METRO 2033 :LAST LIGHT copy of the game. I spent over 2 hours on the store.steampowerd.com website and found NO WAY to enter or redeem my code. I had to google search to find instructions (that were actually on the store.steampowered.com website, but for the life of me, I was unable to find or navigate to those instructions from the main website or support options page. The instructions that I found and linked to from the google search, were stated as follows, I was to find the game then add it to my shopping cart(which then added the price of the game ($49.99 dollars U.S.) and when I was ready, then to click on the PURCHASE AND REVIEW button to take me to the purchase and review page, for which it did, but the instructions detailed that once there, I would find an entry field that was to allow me to enter my redemption code and it would remove the $49.99 dollar U.S. price and set the balance due to zero dollars and that I should be able to finish the transaction and be able to download my free METRO 2033 : LAST LIGHT game. I followed the instructions to the letter and there NEVER WAS NOR SHOWED ANY FREE CODE REDEMPTION BOX/FIELD OR PROMO CODE FIELD OF ANY KIND ON THE WEB SITE. I did not book mark the instruction site/link that I found on google about 2 weeks ago as I did not foresee that I would have had this much trouble. I had to spend another 30-45 minutes to create a separate support account to get support from Vavle/Steampowered.com site. I have corresponded with their support about 5 times so far via email only as there was or is no customer support telephone numbers, and all they have done is to provide me with $49.99 dollars U.S. to a Steam wallet, (an in store credit of sorts). I have not had satisfaction as they will not refund the initial 49.99 back to my discover card. I am also very upset that there is no actual phone number for customer support or technical support that I have yet to be able to find. I would like my $49.99 dollars U.S. refunded back to my ******** card. Thank you, ******* *****.

Desired Settlement: a refund of $49.99 dollars U.S. to my ******** card.

11/8/2013 Billing/Collection Issues
11/6/2013 Problems with Product/Service
11/6/2013 Problems with Product/Service
10/28/2013 Problems with Product/Service
10/28/2013 Problems with Product/Service
10/21/2013 Problems with Product/Service
10/21/2013 Problems with Product/Service
10/21/2013 Problems with Product/Service
10/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a game called "Fallout 3 GOTY" through the online STEAM store. ******** the creator of the game has acknowledged to me in an email that this software is incompatible with Windows 7 which I am using. It does not state this on STEAM's webstore for "Fallout 3 GOTY" Thus the game is incompatible with my computer and completely worthless to me.

Desired Settlement: I would like this particular title removed from my Game Library and the appropriate Store credit returned to me as well as a warning on this Game's page that it will not function with Windows & or Later.

10/21/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: SEPT 19 2013 VALUE/STEAMPOWERED SOFTWARE CHARGED MY **** DEBIT CARD 8 TIMES $50 I DIDNT KNOW WHO THEY ARE AND DIDNOT MAKE THESE CHARGES. I SEE THEY HAVE DONE THIS TO OTHER PEOPLE THEY NEED TO BE STOPED

Desired Settlement: $400 plus damages $400

10/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have purchased a video game through their system, Steam. The game does not run at all. I have spent hours trying to fix the issue starting with their support. They of no help at all. I have paid $29.99 just to waste my time and create a headache of problems.

Desired Settlement: I want my $29.99 back. I will be going to my bank today and have them put a stop to the payment.

10/11/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: unauthorized credit card charges

Desired Settlement: refund of unauthorized charges

10/11/2013 Problems with Product/Service
10/11/2013 Billing/Collection Issues
10/9/2013 Problems with Product/Service
10/9/2013 Problems with Product/Service
10/9/2013 Billing/Collection Issues
10/9/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: On Sept. 9, they billed by credit card for $98.54. I never heard of these people and don't know how they got my credit card number.

Desired Settlement: Reverse the charge.

10/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have 5 erroneous charges on my credit card from Valve Software totaling $450.00. These charges were made on the same day. Valve's customer support is set up so that you can not contact them to solve issues like this. I had never heard of Valve, googled them and discovered they are a direct download website for video games. No matter what option you chose on their hotline you get a voice mail, and the website wants you to deal with complaints through email. The problem with that is you have to be a member to contact them through email.

Desired Settlement: I want a phone call from a representative and the $450.00 in charges removed from my credit card.

10/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent Steam a partner of Valve about a hacking in my account that was used for fraudulent activity, and they have not resolved the issue after more than a week!

Desired Settlement: I would like Valve to resolve the issue and remove the restrictions on my account!

10/4/2013 Billing/Collection Issues
10/4/2013 Advertising/Sales Issues
10/4/2013 Problems with Product/Service
10/4/2013 Problems with Product/Service
9/27/2013 Problems with Product/Service
9/27/2013 Problems with Product/Service
9/23/2013 Problems with Product/Service
9/23/2013 Problems with Product/Service
9/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 8/22/2013, I noticed that one of my games from my steam account has gone missing. I sent an email to steam asking them why and their response was.... ----------------- "Hello *****, Thank you for contacting Steam Support. Your CD Key for this game has been revoked at the request of the publisher. You will need to contact the seller for further assistance. Let us know if you have any further questions or concerns." ---------------- I contacted the seller and the seller said they were unable to help me because they also don't know why it was revoked. They are nothing but a very small electronics store where I live. I asked them why was the game revoked and why wasn't I notified? Are you allowed to take things from people without telling them? And their reply was.... -------------------- Hello *****, We do not have any further information on why your game was revoked. You will need to contact the seller for further assistance. -------------------- So, is it legal for them to just take my game without a reason? And what if a company just requested that all games be taken, what would happen to all the customers?

Desired Settlement: I would like to get my game back or at least know why it was revoked so maybe we can fix this problem. And my friend's game was also revoked as well. The same game, from the same seller, and we just don't know why.

Business Response: Consumer's Final Response /* (-5, 2, 2013/08/23) */ Valve Steam Store - Civilization 5 Gods and Kings

9/23/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The store page for the game Realms of Arkania: Blade of Destiny describes it as a faithful remake of the original game. The game is far from complete and does not include many of the features that were in the original game, making the claim of a "faithful remake" patently untrue. The game's store page has English listed as one of the languages. The translation from German to English(where it was actually translated) is so poor as to be incomprehensible. The game's Developers are actually advertising on their website for a volunteer translator due to numerous language complaints. http://forum.nordlandtrilogie.de/index.php?page=Thread&threadID=3215 Since Steam is a curated store it is not unreasonable to expect a certain level of quality and for the games to be complete if they are advertised as such(Steam also sells "early access" games). Since this game was both not complete, buggy, low quality, and had an awful barely understandable "translation", I do not feel that it is unreasonable to demand some sort of recompense.

Desired Settlement: I would like the game Realms of Arkania: Blade of Destiny removed from my Steam account and store credit for the purchase price which I could apply towards the cost of a different game.

Business Response: Consumer's Final Response /* (-5, 7, 2013/09/17) */ I would just like to add more evidence showing that this game was not released as a complete and playable product. http://www.metacritic.com/game/pc/realms-of-arkania-blade-of-destiny It has received the second lowest metacritic(a platform which aggregates review scores of entertainment media) score of any game ever. There are reviews linked from multiple game review sites that comment that the game was both incomplete and not up to the standards of the original game that it supposedly improved upon.

9/23/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They put a product for sale with discount code that ended before the expiring time.

Desired Settlement: To get the product at the discounted rate.

Business Response: Consumer's Final Response /* (-5, 6, 2013/08/29) */ I currently have approx. 55-60 game titles purchased through the Steam client software. So it is not a lack of understanding with the Steam platform as to why I filed this complaint.

9/17/2013 Problems with Product/Service | Read Complaint Details
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Complaint: On July 15, 2013, I purchased three downloadable PC games on line from Valve (Steam) for $54.34. I had to take them to my internet provider to download for me, and they never worked properly after that. I am not real experienced in computer gaming and realize, now, that my laptop is really not compatible with the on-line games I bought from Valve. I don't believe I can get my money back, but I inquired thru their on-line customer service whether they might make an exception in my case. I first sent them this inquiry on July 28, 2013, and have heard nothing from them. I subsequently have sent two requests for an answer, one on August 4 and one on August 9. No response to any of my inquiries thus far. I believe they could at least respond to my request. After reading others' complaints about this company, I am so very sorry I did business with them at all.

Desired Settlement: A refund of my monies would be nice, but in the very least a response explaining why they never responded to me in the first place. I must note that I did contact them in the past with technical questions, which they answered pretty promptly, but when it comes to money or billing questions, they apparently do not.

9/17/2013 Billing/Collection Issues
9/17/2013 Problems with Product/Service
9/13/2013 Problems with Product/Service
9/13/2013 Problems with Product/Service
9/9/2013 Billing/Collection Issues
9/9/2013 Problems with Product/Service
9/9/2013 Problems with Product/Service
9/9/2013 Problems with Product/Service
9/9/2013 Problems with Product/Service
9/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On August the 1, 2013 I attempted to make a purchase with Valve through their online system called Steam. I was unable to complete this purchase as my account had been locked. They state that this was for my protection. I was informed to contact Steam Support to unlock my account, which I did on the same day; August 1st. While I can certainly appreciate that this was done to keep my account safe; the issue has still not been resolved. On August the 5th, I got the following scripted response: "Hello *******, Thank you for contacting Steam Support. We apologize for the delay. We are happy that you are enjoying our games and all that Steam has to offer! However, for the protection of the cardholder we do want to verify that you've authorized the recent purchases on your account. Please respond to this message with the following information, and as soon as we receive confirmation of the charges from you, we will make a note for future reference and unlock your account. - The Steam account name: - Complete cardholder billing information (name and billing address): - Last 4 digits of credit card number (only the last 4 please): - The type of card (Visa, MasterCard, Discover, or American Express): - Valid daytime phone number including country code (if applicable) or area code: Thank you for your understanding." ------------------------------------ I provided this information that same day, and have yet to receive any response at all. Valve does not provide any type of customer service number, so you cannot call and speak to a live person. You MUST submit a ticket through their system and it is obviously woefully inadequate to resolve customer issues in a reasonible time frame.

Desired Settlement: When you purchase games and collect online gaming cards; you are able to craft "badges". When you do this, you are provided with coupons for discounts on the purchase of games. During this time I have had a number of these coupons that I've earned through purchased expire. I attempted to use them on my original purchase on August the 1st. Because of the long delay in resolving my issue, these coupons will expire. Additionally, Valve was running a sale when I attempted to make my original purchase. This sale has since ended, once again causing me to miss over $170 in cost savings. I'm TRYING to give Valve my money. Their awful customer service is making me think twice. All I ask is that the coupons I've earned be replaced so that I am not further penalized for something completely out of my control.

9/9/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: There is no way to contact the company.. they are a multi-million dollar entity with no published phone number??? I have desperately and repeatedly tried to reach them by email with no response... they have charged nearly $2300 to my credit card over the last year. I have a young son who enters "yes" when prompted by their sales department as to whether or not he wants "more game play" on their video game website. They charge my credit card each time a young child enters "yes;" credit card was given to authorize an initial ten dollar charge ONLY. They give no options anywhere on their website to contact them to try and stop or interrupt such charges.. and have no phone number. They are preying on these young kids who don't know any better and not giving parents a chance to stop or block the service. Please help!!!

Desired Settlement: Credit card refunded for all charges in calendar year 2013. None of these charges were authorized by the card holder. Also, I would like BBB to enforce the need to list a phone number or alternate way to communicate with customers. They are currently a one-way street.

9/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am writing this complaint to address an ongoing issue with Steam/Valve Corporation, which they still refuse to address, despite the multiple warning letters and complaints. One of their products, a game called Left 4 Dead 2, is plagued with many different problems. Of those problems, one of them makes the game unplayable in any online gaming modes (which is the majority of the game). There are many DoS (Denial of Service) attacks on the servers of the community, which are illegal by the way, and when these attacks occur (mainly due to poor sportsmanship and angry players), these games become completely unplayable, as the servers are bombarded by packets and data. Steam/Valve, the provider of these games, have the responsibility to uphold their part of the sale of the game, which is now unplayable after paying them the full amount. Valve/Steam chooses to purposely ignore these issues, as they make more and more money off of unsuspecting new customers, and refuse to uphold a gaming environment where the game is actually playable. I have already contacted Steam/Valve about this, and also have posted on many different forums, including their own, and yet they still purposely choose to outright ignore the customer and the issue.

Desired Settlement: As I can no longer play this game at all, it is extremely unfair for Valve/Steam to enjoy the full benefits of my hard earned purchase, as they are not upholding their end of the agreement. I am demanding a full refund, due to ignoring the customer and refusing to seek a peaceful solution to the problem, which as been ongoing for more than enough. Coming as a customer and a consumer, companies such as Valve/Steam need to be held accountable for their actions, or shut down for scamming their own customers!

9/6/2013 Problems with Product/Service
8/30/2013 Problems with Product/Service
8/30/2013 Billing/Collection Issues
8/30/2013 Advertising/Sales Issues
8/30/2013 Problems with Product/Service
8/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a game (NBA 2k12) from the company a few weeks ago so I could play the game with out a cd since I left it at home 250 miles away. (I would not be back for some time). I went to play the game and it worked for the most part but when I noticed the CD key was not put that I got from the company (Steam/Valve) they gave me a invalid key. I tried to contact them though customer service but ALL attempts have failed. How do you sell a game with a invalid key? This is not first game that I have had a issue with.

Desired Settlement: The right CD Key

8/29/2013 Problems with Product/Service
8/26/2013 Problems with Product/Service
8/26/2013 Advertising/Sales Issues
8/26/2013 Problems with Product/Service
8/26/2013 Problems with Product/Service
8/26/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: purchased a product 'star conflict' via steam sale. the game was not marked as being a Beta test version. Instead, it was marked as having been released in February of 2013. The actual release date is in Q4 2013. one day after the sale, the game was completely changed rendering not to my satisfaction. major aspects were redone in an attempt to illicit more money from the user. weapons were removed, items taken away, and the game was made more monotonous and longer to complete for no specific reason. This amounts to false and misleading trade practices. I have requested a refund from Valve/Steam, and from the publisher of the game. I was denied in both cases. No explanation was given as to the use of false advertising methods.

Desired Settlement: full refund of 66.98$ USD. despite the company's written agreement that refunds shall not be granted, the laws in my province state that this agreement is void under those circumstances. this wouldn't be the first time this company has blatantly broken the law.

Business Response: Consumer's Final Response /* (-5, 5, 2013/08/05) */ Hi, a refund is no longer required. I have reached acceptable arrangements after filing a separate BBB request with the publisher of this game *********************** However, steam/valve being the distributor, I still want an answer as to who is responsible for the advertising on the steam store. So far, valve has provided no such information, instead directing me to their EULA, stating they are not liable. However, they are the advertiser and the advertising was false, hence EULA is void. Thanks. furthermore, you can hold this case of false advertising against valve's record if they are indeed responsible for these inaccuracies.

8/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: At April 26, 2013, 6:20 PM, I uploaded a very lengthy guide to the game Dota 2 onto Valve Corporation's online service, Steam stretching to an amount of over 25000+ characters. It was well received with many users leaving their thanks for an interesting read in the comment section. Then, over 2 months later, my guide was suddenly banned off Steam with the reason that It "violates the Steam Terms of Service" as the red warning label, letting me know it was banned prompting me to contact Steam Support If I feel that It was mistakenly banned. (The guide has been in no way edited since one (1) day after It's upload date which still puts it 1-2 months of online time.) I did just that and as I made my "ticket" (query to their support staff), I received an automated message one day later from a staff member called ****** ******** telling me that the ban reason for my guide was due to "Harassment". Baffled over their statement on how a guide that has been online for over 2 months, bringing up technical and game-design philosophies got banned for apparently harasssing someone, I responded to the automatic answer, asking for details or examples as to just how this guide broke their Terms of Service which I have proof-read several times along with my guide, finding nothing that goes against it. After posting my reply to the ticket as to why my guide was banned, my Steam Account suddenly got banned as well, over 2 hours later prior to the first ban. Even more baffled by this development, I made yet another ticket asking as to why my account was banned and waiting several days without reply, I manually checked up on it and the ticket I have made has been removed from their system. From that point I had to go through making dozens and dozens of new tickets because the support staff, ****** ***** insisted on either deleting them outright or merging the question as to why my guide was banned with the one as to why my account was banned. After over 11 days of waiting and creating tickets, ****** finally responded to my query again with another automated message and I quote: "We will not provide further details but we have confirmed that the ban on the account was applied legitimately." Dumbfonded over the treatment I was getting as an 10+ year veteran user of their service, I asked ****** to stop the repeated deletion and merging of my tickets since they are not the same while I also kindly requested that he would be more specific as to just what I did wrong in my guide since I had re-read and proof'read their entire terms of service to no end. ****** responded by locking down my ticket with no further reply while also flagging my ticket as "Resolved". Never in my entire life have I seen a more unprofessional and unethical treatment of an over repetitive 10+ year old returning customer that only wanted to contribute to the Steam community by writing a guide about a game through their service. Ticket number involving the guide deletion, also contains a dozen of the merged tickets ID: ************** Ticket ID for question regarding account ban: ************** Afflicted Steam Service account: ************@hotmail.com

Desired Settlement: Reimbursement of my falsely afflicted Steam Account and a Letter of Apology from the support staff.

8/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased A game through the Steam store. This Game is a 3rd party game and requires both parties to communicate in regards to the DRM and Cd key (along with many other thing) to make the game work. After I bought the game and installed it the CD key would not work. I researched for hours, looking for a solution that I never found. I contacted Steam and explained the situation. I asked that the money spent on the game be refunded to my account and put towards another game. They refuse to give me a refund on a game that many people in the Steam community have had problems with.

Desired Settlement: All I ask for is for the $32.49 spent on this game to be credited to my account.

8/21/2013 Problems with Product/Service
8/21/2013 Problems with Product/Service
8/21/2013 Problems with Product/Service
8/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company was doing their annual summer sales for games on their steam platform and as I tried to buy a pack with a 75% discount on it on my steam account ******(Warframe: Starter pack DLC) which was now 9.99USD instead of 39.99 if I'm correct. As I was concluding the transaction, it kept on giving me this error: ''An unexpected error has occurred. Your purchase has not been completed''. Now since the sale was only for 8 hours and I tried to buy it when there was 1 hour and a few mins left to it and it kept on giving me this error until the sale finished and the price went back to 39.99USD. It seems to be a major problem with this company during sales and since it's a problem on their side and their customer service is simply ignoring the issue (As I sent them a ticket to complain about it they simply said to me: Once a sale has expired, we do not offer previously discounted prices. Please check Steam News for information on upcoming sales and promotions). I find that answer extremely arrogant and insufficient knowing that a lot of people waited for that single sale and some probably had the same error as me and that I'm a regular steam client.

Desired Settlement: Allow me to buy that pack for 9.99USD again instead of 39.99USD or give me a key for a 75% discount is the settlement il expect if you have any respect for your customers.

8/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 11 I was notified by my bank that purchases were attempted to be billed to my Steam/Valve gaming account from England. I informed Valve of these fraudulant purchases and expressed concern about their security. I changed my account password and cancelled my credit card and informed them of this action. They responded by freezing my account until I performed a set of security steps on my PC. I performed every security measure they demanded on July 12 and informed them to this effect. Today they refuse to unlock my account until I comply. I have already complied.

Desired Settlement: I wish my account to be unfrozen and its control released to me. I don't think it is unfair to request a fine be placed on Valve corporation for unfair trade practices, poor security and poor customer support. Any additional cash to be payable to me for re-imbursement for having to cancel credit card and other inconveniences would be appreciated.

8/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The steam portal from valve software has sold numerous products costing hundreds of dollars in the past using my portal account however from time to time, portal has refused to login blocking access to all purchased online games. I have opened a steam account under username************** couple of years ago and purchased a numerous video games through their online portal. However log-in issues with portal has been chronic causing user to be denied because of the new device is being used and steam portal asks for a special code emailed to account owners address in order to login. However, they never send the special code to e-mail therefore leaving user unable to login online and access the purchased games. This happens numerous times whenever I sign-in from my newly purchased computer or device or after try to login extended period of inactivity in steampowered. Contacting the customer support from steampowered.com is impossible because doing so requires loggin into account. Valve software does not list any website or e-mail address on steampowered.com leaving user further unable to resolve their issue.

Desired Settlement: Refund all games purchased through steam since the game portal has too many product quality issues and once user has trouble with the steam portal, he / she becomes unable to play any of the games purchased. Since I am unable to login, I am unable to see the total amount spend on games, therefore I am claiming 500$ settlement from Valvesoftware until they come out with all game I purchased listed and after that settlement amount which I paid for all games can be requested. I will not be able to participate any troubleshooting effort because I have done enough of it with their low quality product.

8/14/2013 Problems with Product/Service
8/14/2013 Advertising/Sales Issues
8/14/2013 Problems with Product/Service
8/12/2013 Problems with Product/Service
8/6/2013 Problems with Product/Service
8/6/2013 Problems with Product/Service
8/6/2013 Problems with Product/Service
8/6/2013 Problems with Product/Service
8/6/2013 Problems with Product/Service
8/6/2013 Problems with Product/Service
8/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: While I was out of state my 3 year old accessed my computer at home and accidentally was able to order $30 worth of virtual currency for a game. When I promptly notified ***** about the issue I was told that I was out of luck and responsible for all charges. After numerous requests for a refund I have been told in nice and not so nice ways to go to ****.

Desired Settlement: I want a refund of the $30.

8/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Approximately 1 week ago, I purchased Batman: Arkham City from the steam desktop application. After completing the download and playing for 1-2hours, I quit for a break. The game is supposed to save automatically. When I returned I had no save file and the game acted as if I had never played before. After consulting ****** for about 30 minutes, it has been determined that the steam download of the game does not work.

Desired Settlement: I would like a full refund of $29.99, which I paid for the game when I purchased it, put back into my steam wallet.

7/19/2013 Problems with Product/Service

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97 Customer Reviews on Valve Corporation
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