Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Two charges were made to my *** account that I did not make. Play station support refused to refund the balance of $50.I spend hundreds of dollars a year on PlayStation content. I work from home. I do not have any children. I know that no one made that purchase in my stead.Regardless, **** has refused to assist me. If I process a chargeback I will lose access to the many titles I have previously purchased from them.

• Initial Complaint

  Date:09/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello Aug 29 2025 PlayStation account was used by a 8 year old without my permission. ( It was a family friend while I was asleep) The order numbers are as follows *************** *************** *************** *************** *************** *************** *************** *************** *************** *************** *************** *************** *************** Totaling approximately 550. I discovered these charges 9/1 and contacted PlayStation (closed). Epic games - referred me back to PlayStation. 9/2 I tried to chat ( attached screenshots ) and the rep ************** phone conversation was had with supervisor ********* on 9/2. Both conversations were ended by PlayStation against my will. I repeatadly asked ********* for her supervisor. Calls and chats were disconnected. No one at PlayStation will refund or help me in any way

  

  Business Response

  Date: 09/08/2025

  Re: BBB Case Number 23844666
  Consumer: Bryclyn Valles 
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23844666
  SIE, LLC contacted the consumer, and a mutual resolution was achieved regarding their concerns. 
  SIE, LLC considers this matter closed. 
  Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved. 
  SIE Consumer Services 
  Sony Interactive Entertainment, LLC 

   

  Customer Answer

  Date: 09/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Bryclyn ******

• Initial Complaint

  Date:09/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I pay for server access to PSN network. Its has been constantly going down the last several months stopping me from playing any game. Even games that don't require online activity. Not only that but when I go to reach out to PSN support not only do they censor my ask for a credit ( seriously ask for the chats, They censor when I ask. ) but they don't respond to my questions or requests. They just go radio silent. THis isn't what I am paying for. THem blocking access to games over 10 years old when the server is down is unfair. .I paid for this content. Thousands of dollars I've spent with PlayStation. I have attached a pic showing the censoring of my request for a credit as well.

  

  Business Response

  Date: 09/04/2025

  Re: BBB Case Number 23840524
  Consumer: **** *********
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23840524
  SIE, LLC appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests. We regret that we were not able to do so in this instance. 
  SIE, LLC considers this matter closed. 
  Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved. 
  SIE Consumer Services 
  Sony Interactive Entertainment, LLC 

   

  Customer Answer

  Date: 09/05/2025

   
  Complaint: 23840524
  
  I am rejecting this response because: they had no answers for me. Couldn't provide a credit. Nor a solution.   
  
  Sincerely,
  
  **** *********

  

  Business Response

  Date: 09/05/2025

  Re: BBB Case Number 23840524
  Consumer: **** *********
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23840524
  SIE, LLC appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests. We regret that we were not able to do so in this instance. 
  SIE, LLC considers this matter closed. 
  Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved. 
  SIE Consumer Services 
  Sony Interactive Entertainment, LLC 

   

  Customer Answer

  Date: 09/05/2025

   
  Complaint: 23840524
  
  I am rejecting this response because: They chose to do nothing instead of something.   You can close the case. But I don't have to accept their do nothing mentality.  
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:09/02/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email from Playstation on 8/31/25. It conveyed that I had violated their Code of Conduct with no explanation as to what it is I did, and was given a warning with threats to suspend or cancel my account. I called their customer service line at ************. I waited on hold for 15 minutes before a representative named ********* answered. After the verification process, I inquired about the warning and asked for an explanation. I was told that he could see the warning, but could not tell me what it is that I actually did to trigger the warning. He recommended that I not speak to people offensively via microphone or the chatbox, neither of which I am guilty of doing as I have not used a mic in over a year and my last message was from back in April. He provided no resolution to the issue and ultimately spent more effort trying to hang up the call rather then investigating the matter further or bumping it up to a superior. He offered zero recourse and zero explanation as to what it was that I am being accused of doing before hanging up. I want someone with authority at Playstation to research the complaint made on my account: ************ and either offer a viable explanation for said warning or remove the warning altogether if this valid request cant be honored. The fact that any random person could maliciously report me and cause me to lose my privileges on the platform, without even allowing me to repel the matter is absolutely ridiculous and makes ZERO business sense.-*****

  

  Business Response

  Date: 09/03/2025

  Re: BBB Case Number 23829562
  Consumer: ***** ********
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23829562
  SIE, LLC contacted the consumer, and a mutual resolution was achieved regarding their concerns. 
  SIE, LLC considers this matter closed. 
  Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved. 
  SIE Consumer Services 
  Sony Interactive Entertainment, LLC 

   

  Customer Answer

  Date: 09/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  I spoke to Kloe (Playstation) on 9/3/25.
  He called me from ************.
  He provided me with the following case #********.

  He disclosed that the warning had been removed and that my account was in good standing. He was NOT able to communicate what triggered the warning in the first place as he also did not have access to the specifics like his colleague from the previous phone call. 
  

  I accept this as a suitable resolution, but hope that **** Playstation does better for their customers in the future so something like this doesnt happen again. Their support team should have detailed access to complaints received along with recourse options for those who wish to dispute the matter. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:09/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2k26 early release for over $160 dollars and it just came out for early release it hasnt even been 4 days of it being out and Ive been falsely banned. It happens when I was playing my park and after the game I received a message from somebody telling me to refund the game which is a form of bullying if were going by tos guidelines for PlayStation and then immediately said after you spent $100 dollars for no reason after he kept messaging me I finally messaged back and said he was bad at the game as well Becuase he said that to me. I used the word a** which I shouldnt but he was antagonizing me and bullying so I said something back along the same lines he said, he then kept saying that he was going to get me banned and kept saying how I was going to be banned which meant he clearly goes around doing this to people regularly. Im really disappointed Becuase I spent a lot of money on this game to be able to access the early release and now I wont Becuase of this is ridiculous would atleast like my money back for the game and extra money I spend to get this perk of playing early that I now cant use, my psn email is *********************** Like I said I understand I was in the wrong for feeding into it but if its following PlayStations guidelines it should be for both parties not for one especially the one going and messages people first to get them to say something just so that he can ban people. Very disappointed in the money spent toward PlayStation never had this happen and didnt even get a warning or anything. I also have attached a picture showing that he messaged me first luckily my friend knew what he was trying to do and was able to screenshot the messages to help back my point of somebody intentionally trying to get me banned and messaging me first repeatedly.

  

  Business Response

  Date: 09/02/2025

  Re: BBB Case Number:23828357
  Consumer: Tea Valencia
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: As this consumer has not contacted customer support, they were referred to our chat support for further assistance? 
  Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved.? 
  
  SIE Consumer Services? 
  Sony Interactive Entertainment, LLC 

   

• Initial Complaint

  Date:09/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For Christmas my son's got Playstation card, so we all decided to subscribe for the live to play with each other. I couldn't figure out how to get the live setup, and no help from customer support so I just let it go, and didn't mess with it at all anymore. After the year was over I noticed a charge for another yearly subscription which I didn't authorize so I contacted them to cancel the subscription but they refused, so i blocked the payment from my bank, which in turn they banned my account, so now I cannot use any games that I have purchased on my account.

  

  Business Response

  Date: 09/02/2025

  Re: BBB Case Number:23826505
  Consumer: ****** ********
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: As this consumer has not contacted customer support, they were referred to our chat support for further assistance? 
  Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved.? 
  
  SIE Consumer Services? 
  Sony Interactive Entertainment, LLC 

   

• Initial Complaint

  Date:09/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  08/30/2025 I downloaded the Rogue Prince of Persia game from the PlayStation store for $30. After a few hours of playing the game, the game did not save any of the progress that I had. Ive tried resetting the game and also updating the PlayStation but the progress was lost in the void. I escalated using the self service PlayStation support and the sent it to the specialist team. A day later I got a response stating that I would not get a refund. I tried playing the game the same day and after 3 hours of playing the same issue again, lost save files with no bug or error codes.I called the PlayStation support team on 9/01/2025 and requested to speak to a supervisor, they were also not helpful and said there was nothing they could do, I told them I have been a customer for years downloading hundreds of games and never saw and issue like this let alone request a refund. I told them I would make a complaint with the BBB. Horrible service from Playstation, all they care about it their money.

  

  Business Response

  Date: 09/02/2025

  Re: BBB Case Number 23825795
  Consumer: M *****
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23825795
  SIE, LLC contacted the consumer, and a mutual resolution was achieved regarding their concerns. 
  SIE, LLC considers this matter closed. 
  Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved. 
  SIE Consumer Services 
  Sony Interactive Entertainment, LLC 

   

  Customer Answer

  Date: 09/02/2025

   
  Complaint: 23825795
  
  I am rejecting this response because:
  
  I got a call from ***************** the official PlayStation phone number on 9/2/2025 at 2:56PM CST from someone who said they were responding to this complaint from PlayStation.

   

  They asked about the specific troubleshooting Ive completed and then said they would process my refund, but it could take anywhere from 7-14 days for it to be processed. I thought I would receive some kind of written confirmation that the refund was being processed so that I could close this complaint since I have 7 days, but I didnt receive anything from PlayStation highlighting that my refund would be processed. 
  

  I called them back and the operator states they see the internal complaint that I had filed still in the same status, with my refund status being rejected. I dont know if the person who called me went a different route but I dont feel comfortable agreeing that they have fully resolved my complaint until I can have some kind of proof.

  At this moment, the issue is NOT closed and is still PENDING from my end.
  Sincerely,
  
  M *****

  

  Business Response

  Date: 09/04/2025

  Re: BBB Case Number 23825795
  Consumer: Mar *****
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23825795
  SIE, LLC contacted the consumer, and a mutual resolution was achieved regarding their concerns. 
  SIE, LLC considers this matter closed. 
  Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved. 
  SIE Consumer Services 
  Sony Interactive Entertainment, LLC 

   

  Customer Answer

  Date: 09/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Refund was issued on 9/4/2025.

  
  Sincerely,
  
  Mar *****

• Initial Complaint

  Date:09/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction happen on Aug 12th at 11:57 a.m. Pacific time for $24.25 for fortnite v-bucks. We never received a receipt for this transaction, however there were three other transactions that we did receive emailed receipts for. I attempted to contact **** PlayStation because we were unable to see any of the transactions in our account, first ****** told us they couldn't find anything & during talking to him he seemed to have found something but then we lost the call. He never called me back. Later that day I got through again, spoke to somebody who said that they couldn't see any of the transactions & if we felt that one or more of them were fraudulent to contact our bank & cancel our credit card. I proceeded to do this, I contacted ***** to report a fraudulent charge & got our credit cards canceled & they refunded our money. Today, we got back from our trip, our kid went to go on his account to play w/ his ************* account is suspended because of non-payment of the $24.25. I called **** PlayStation & spoke to customer service who said that they have no way of sending us a receipt & if we want the account unfrozen we have to pay the amount. I had asked 4 times to speak to a managers supervisor which they finally did. Manager supervisor was of no help, he claims their system doesn't allow for them to retrigger a receipt, he couldn't take a screenshot of what he's seen & email to us, basically saying we have to pay this money which again we don't have any proof we actually charged it other than a credit card and refuses to work w/ us on fixing this. In the process of trying to ask other questions he sat there saying since we are unable to resolve this issue I'm ending the phone ********* hung up on us. I've talked to our credit card company to see if there's anything they can do & there's not other than giving us documentation for stuff, however they did share that they've never heard of any merchant they've worked w/ that refuses to send a receipt to a customer.

  

  Business Response

  Date: 09/04/2025

  Re: BBB Case Number 23825752
  Consumer: ***** *********
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23825752
  SIE, LLC appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests. We regret that we were not able to do so in this instance. 
  SIE, LLC considers this matter closed. 
  Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved. 
  SIE Consumer Services 
  Sony Interactive Entertainment, LLC 

   

  Customer Answer

  Date: 09/04/2025

   
  Complaint: 23825752
  
  I am rejecting this response because:

  They refuse to provide a simple receipt to prove that the charge wasn't a fraud. They claim everything points to it being from our console and IP address but without having a receipt and with them telling us when we initially called and they couldn't find any of the four transactions on their end that it was probably fraud and we should contact our credit card company and cancel her card and file a fraud claim for them to turn around and clan that it's not fraud and expect payment without providing simple evidence in the form of a receipt is ridiculous.
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 09/05/2025

  Re: BBB Case Number 23825752
  Consumer: ***** *********
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23825752
  SIE, LLC appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests. We regret that we were not able to do so in this instance. 
  SIE, LLC considers this matter closed. 
  Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved. 
  SIE Consumer Services 
  Sony Interactive Entertainment, LLC 

   

  Customer Answer

  Date: 09/05/2025

   
  Complaint: 23825752
  
  I am rejecting this response because:

  They refuse to send us a receipt. Ironically, I paid the debt to unlock my son's account and lo and behold all four transactions now appear in his transaction history which weren't there a month ago when this all started. What are they covering up? Why can't they provide receipt for this transaction when we requested it? I'm at the point that their customer service can go drop off a cliff cuz I know they're not going to do anything about this and correct their system to provide better customer service. It's sad when you see all of the similar complaints and yet they refuse to make any changes to work with their customers who are making their business run.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:09/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My PlayStation Network (***) account was recently hacked and taken over. The hacker gained access to my email account, changed the *** Online ID, and changed the sign-in ID linked to the account. I was able to recover my email, and I still have Sonys automated emails confirming the changes that were made by the hacker.I contacted PlayStation Support and was given case number ********. Unfortunately, support told me they could not assist me due to security reasons because I cannot provide a transaction ID or debit/credit card number. The reason I cannot provide these items is because this account was only ever used for free downloads and I never linked a payment method to it.Despite this, I can provide multiple forms of proof of ownership, including:The original email address tied to the account (which I have access to again),My previous *** Online IDs *********, later changed to kiliahz),The current hacker-changed ID (lIIIIlIlI-llIl),My PlayStation consoles serial number and MAC address,Copies of Sonys own security emails showing the account changes,Approximate account creation date and details of my friends list.had 2 different phone numbers on the account for 2 ***************************** ********** also the email on the account before the hacking was ********************* the account main game played was GTA ONLINE security question on the account was, where was i born and i had ******* as the answer.

  

  Business Response

  Date: 09/03/2025

  Re: BBB Case Number 23825336
  Consumer: **** ********
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23825336
  SIE, LLC appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests. We regret that we were not able to do so in this instance. 
  SIE, LLC considers this matter closed. 
  Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved. 
  SIE Consumer Services 
  Sony Interactive Entertainment, LLC 

   

  Customer Answer

  Date: 09/03/2025

   
  Complaint: ********
  
  I am rejecting this response because:

  My PlayStation Network (***) account was hacked. The hacker gained access to my email, changed my *** sign-in ID, and altered my *** name. I recovered my email but my *** account remains compromised.
  
  I immediately contacted PlayStation Support and provided the following evidence of ownership:
  
  Serial numbers for both my PS4 and PS5 systems, which the account was consistently used on
  
  The phone number and recovered email address linked to the account
  
  Security alert emails directly from **** confirming unauthorized changes to my account
  
  A documented history of my *** IDs (original ID ********, later kiliahz, and most recently changed without my consent to lIIIIlIlI-llIl)
  
  Despite this, **** refused to restore my account. In a phone call regarding my Better Business Bureau complaint (case no. ********), ***** representative stated: With not being able to confirm ownership we cant accept any more requests for this account.
  
  Why This is Unreasonable:
  
  ****s verification system requires either the original console the account was created on (which may no longer exist) or a transaction ID/credit card used on the account. My account only ever used free downloads, meaning no transaction ID or payment method exists. This policy unfairly prevents me a legitimate consumer with ample evidence from recovering my stolen account.
  
  By refusing to accept reasonable proof of ownership, **** is effectively allowing a hacker to keep control of my digital identity, friends list, trophies, and personal data. This is an unfair business practice that ***** consumers who did not spend money but still have digital rights to their accounts.
  
  Evidence I Provided to ****:
  Two console serial numbers (PS4 and PS5) where the account was regularly used
  Phone number linked to the account
  Recovered email address associated with the account
  **** security alert emails showing the unauthorized changes (sign-in ID and *** ID)
  *** ID history (original ID ********, later changed by me to kiliahz in 2021, then changed by the hacker to lIIIIlIlI-llIl)
  Case number from PlayStation Support confirming I reported the account as compromised
  

  Desired Resolution:
  
  I am requesting that Sony Interactive Entertainment be required to:
  
  Reopen my case and review the evidence I have already provided;
  
  Restore my *** account access to its rightful owner; or
  
  At minimum, provide a fair and reasonable recovery method that does not depend solely on payment history.

  if all fails i request **** lock the *** account so it cannot be accessed by the hacker no longer.

  
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 09/04/2025

  Re: BBB Case Number 23825336
  Consumer: **** ********
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23825336
  SIE, LLC appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests. We regret that we were not able to do so in this instance. 
  SIE, LLC considers this matter closed. 
  Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved. 
  SIE Consumer Services 
  Sony Interactive Entertainment, LLC 

   

  Customer Answer

  Date: 09/04/2025

   
  Complaint: 23825336
  
  I reject Sonys response because they are refusing to restore my hacked PSN account despite clear evidence of ownership. I have provided:
  Serial numbers for the PS4 and PS5 consoles where the account was regularly used
  The phone number and recovered email address linked to the account
  Sony security emails confirming unauthorized changes to my account
  Full PSN ID history (original and subsequent IDs)
  Case number from **** support confirming the account was reported compromised
  Sonys insistence on requiring a transaction ID or the original console is unreasonable and excludes legitimate account owners who only used free downloads. Their response does not resolve the complaint and leaves my account under hacker control. ***** account recovery policy requires either the original console or a transaction ID/credit card. This is unreasonably restrictive for users who only accessed free content.
  I have provided multiple pieces of valid evidence of ownership (console serials, email, phone, ID history, security emails), yet my account remains inaccessible.

  
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:09/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account got temporarily suspended for no reason

  

  Business Response

  Date: 09/01/2025

  Re: BBB Case Number:23824336
  Consumer: Jaire Aillison
  Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: As this consumer has not contacted customer support, they were referred to our chat support for further assistance? 
  Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved.? 
  
  SIE Consumer Services? 
  Sony Interactive Entertainment, LLC