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Business Profile

Computer Hardware

PlayStation / Sony Interactive Entertainment

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Hardware.

Important information

Complaints

Customer Complaints Summary

  • 6,278 total complaints in the last 3 years.
  • 1,890 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/31/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    DATE 07/29/2025 AMOUNT $52.99 DESCRIPTION Rust Console Edition I made the above purchase (digital download of the video game Rust). PlayStation has this policy that says, "If I stream or download the product, I am not entitled to a refund. I received that information today, July 31, 2025, literally two days after purchasing the product. I never streamed the game. The game lags badly and is missing content from its PC version. Essentially, what PlayStation is saying is that I can buy the product (digitally), but if you play it, then the game is yours. I had the game for less than two days. How can you know whether you will like something or not unless you test it? $52.99 is a drop in the bucket for what this "billion-dollar" company makes, and it's not like I make a habit of asking for a refund. I would even take PlayStation Store Credit, as I'm sure there will be a future PlayStation title I would want to purchase.

    Business Response

    Date: 07/31/2025

    Re: BBB Case Number 23681830
    Consumer: Reginald *******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23681830
    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: 08/01/2025

    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 also would like to thank **** for resolving this issue quickly. I can confirm I received correspondence from them and have provided the email they sent minus identifying information.

    I would also ask that they review their policy as not all of their digital content has a demo version. Consider allowing customers at least 3-5 days after purchase to download and test the game or make each digital game with a demo version so people can test it before purchase. This will eliminate refund requests.

    Sincerely,

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

  • Initial Complaint

    Date:07/30/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 account (saad-_-xpvp) was permanently suspended over 6 years ago due to an alleged violation marked as fraud. However, the situation was actually a misunderstanding between me and close friends during my teenage years. No scam or fraud occurred it was simply a joke that was ***************** the time, I was young and unaware of how to properly appeal or contact support. I did not receive any prior warning, nor a chance to explain my side before the suspension.Recently, I contacted PlayStation support multiple times (via email, phone call, and social media), but Ive received no response or help in re-evaluating the case.I respectfully request a re-investigation into this issue, as this false flag on my account has caused me long-term damage. I have matured, learned from this, and am asking for a second chance.Please help me get in touch with someone who can fairly review my case.

    Business Response

    Date: 07/30/2025

    Re: BBB Case 23674604
    Consumer: **** ********
    Thank you for contacting the PlayStation Support team regarding the above-referenced Better Business Bureau case.? 23674604
    We see that the consumer's account is registered to a different region and have now provided them with information for support in that region.? 
    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: 07/31/2025

     
    Complaint: 23674604

    I am rejecting this response because:

    My response to the business:


    I appreciate the response from Sony Interactive Entertainment; however, I must respectfully reject it.


    The reply I received does not address the core issue raised in my original complaint, which is the unjust permanent suspension of my account (saad-_-xpvp) due to a misunderstanding that occurred years ago when I was younger.


    Their response simply states that the account belongs to a different region, but fails to provide:


    A direct review or reassessment of the suspension decision.
    A contact channel that is confirmed and responsive in my region.
    Any indication that my case was actually re-evaluated based on the context I shared.




    I have already contacted the regional support team multiple times, and their response was that the suspension cannot be lifted without explaining the case or offering any chance to appeal or clarify what happened.


    There was no scam, fraud, or malicious activity involved. It was a misunderstanding between me and a few friends something that happened over six years ago as a joke. This is my first and only account, and I was never warned or educated about the consequences at that time.


    The suspension was issued as a result of a mistake on ***** side in judging the situation. The actions were misinterpreted, and I was permanently banned without a proper investigation or communication. I strongly believe this decision was based on inaccurate assumptions.


    Now that Im older and more responsible, Im simply asking for a fair chance an internal review by the proper department to understand the full picture. I sincerely believe in second chances and that permanent bans should not be final in such cases without proper evaluation.


    I kindly ask BBB to keep this case open and request that **** provide a more complete and direct response to my actual request not just a regional redirection.


    Thank you for your time and support

    Sincerely,

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

    Business Response

    Date: 07/31/2025

    Re: BBB Case Number 23674604
    Consumer: Saad Alshiddi
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23674604
    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: 08/01/2025

     
    Complaint: 23674604

    I respectfully reject the response from Sony Interactive Entertainment as it fails to address the core issue I raised.


    The permanent suspension of my account (saad-_-xpvp) was based on a false interpretation of a situation that occurred years ago. I was much younger at the time, and what happened was a joke between close friends, not an actual fraud or scam attempt.


    I have attached the original email that informed me of the ban. As you can see, the reason cited is simply fraud without any explanation or evidence. This vague reasoning is not acceptable, especially when it led to a permanent ban and loss of access to all my purchases and personal data.


    It is clear to me now that this was a mistake in judgment by the moderation team. Either:


    They misinterpreted the situation,
    Or they failed to understand the cultural or language context at the time.




    I was not contacted, warned, or given any opportunity to explain before the ban was issued.
    This violates the principles of fair treatment and proper customer service.




    I am formally requesting one of the following:




    A full review and reversal of the account suspension, OR
    A full refund of all purchases made under this account if access cannot be restored.




    This is a clear example of an unfair and unjust ban. Ive tried every support channel in my region without success, which is why I escalated the case through BBB.


    Please do not close this case until a real and fair resolution is provided.


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

  • Initial Complaint

    Date:07/29/2025

    Type:Billing Issues
    Status:
    Resolved
    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.
    ?To Whom It May Concern:?I am filing a formal complaint against Sony Interactive Entertainment regarding the unjust suspension of my PlayStation Network account. My account was banned due to a chargeback initiated with my bank for a purchase I did not authorize: the game "Kingdom Come Deliverance 2" for $134.99. This purchase was made by my child without my knowledge or permission.?I have been informed by PlayStation Network that to regain access to my account, I must repay the $134.99. I strongly dispute this requirement, as I am not responsible for the unauthorized purchase and do not wish to own the game. Furthermore, I have invested a significant amount of money in other games and content on this account over time. The current ban prevents me from accessing these legitimate purchases, which I believe is a violation of my consumer rights.?I request assistance in resolving this matter, ideally by having my account reinstated without being required to pay for an unauthorized purchase.

    Business Response

    Date: 07/31/2025

    Re: BBB Case Number 23672619
    Consumer: Chase Goldney
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23672619
    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: 08/01/2025

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:07/29/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    Between September 19, 2021, and January 19, 2024, I made a total of 31 digital purchases on my **** PlayStation account, totaling $655.46 before tax ($719.60 including $64.14 in tax). These purchases include PlayStation games and other digital content, all of which are now inaccessible to ***** PlayStation account was hacked, and my login email was changed without my authorization. I reached out promptly to **** PlayStation Support and explained the situation, as shown in the attached screenshots. Despite my attempts to verify my identity and recover access, **** refused to assist. Their support staff repeatedly stated that, "for security reasons," they could not reverse the changes or return my access, even after confirming that my account had unauthorized changes. They did not provide any further solutions or escalation ********** a result, I have lost access to all of my paid digital content, with no recourse from the company. This is a clear failure to honor the purchase agreement, as digital game purchases are supposed to grant ongoing access. I have provided proof of purchase and made every effort to resolve this directly with **** to no avail.I am seeking either the restoration of my account and access to all my purchased content, or a full refund of the digital purchases now lost due to ****'s failure to provide adequate support or account recovery

    Business Response

    Date: 07/31/2025

    Re: BBB Case Number 23670921
    Consumer: ******* ********
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23670921
    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: 08/01/2025

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:07/26/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am writing you guys to inform you that there is a flaw in your guys system I am wanting to provide screenshot proof with details that there is or maybe a inside person giving out the tools that you guys use to get peoples information. I provided a screenshot below from your guys email address contacting me on my PlayStation account of asking me to contact the person given in the email. That is not okay. Please respond

    Business Response

    Date: 07/29/2025

    Re: BBB Case Number: 23659593
    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 

     

    Customer Answer

    Date: 07/29/2025

     
    Complaint: 23659593

    I am rejecting this response because: you guys can clearly see a breach in your guys system and are ignoring the issue. Your chat support does not help. 

    Sincerely,

    *** *****

    Business Response

    Date: 08/01/2025

    Re: BBB Case Number 23659593
    Consumer: *** *****
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23659593
    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: 08/01/2025

    Better Business Bureau:

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

    Sincerely,

    *** *****

  • Initial Complaint

    Date:07/26/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    About 2-3 weeks ago, my family and I received a PS5 as a gift from another family member. I created my adult account on July 11, and tried to create a child account for my brother who will use the PS5 more substantially than I will. He is too young for an adult account, so I believe this was necessary. Plus, the games he wishes to play requires a PS Network-connected account, either adult or ****** When trying to create the child account, I was greeted with a "Parent/Guardian Verification" page which simply required me to pay $0.50 for the first ****** I was willing to pay, put in my payment info, and was met with a "connection timed out" error. I thought it would be a simple fix through support, so I contacted them.The first time, they went through the usual troubleshooting (ex. change internet, browsers, etc.), to no avail. They requested I wait 24 hours (+ added funds), but it still errored. The second time (#********), they "escalated" the issue to a higher department, promised an email in at most 5 days. I had not received an email in that time. I contacted support again, to which they said there was no response on the case and quickly shut down the chat. I contacted support one last time today (#********), and they acknowledged that "that department does not handle this type of issues." I asked if it could be redirected to someone else, and said they couldn't. They said I would have to make a new account instead of using this one.This is very frustrating. The last agent and I agreed it was an issue with the website, and now my account's family management is basically broken and I will not be able to add any child accounts to it in the future. I wish to be able to use the main account that I use for any PSN transactions and ease of use with my brother's child account and not have to use throwaways.I hate that I have to come here to get it fixed, but there are no other ways provided by Sony.PSN ID: samlovesmath

    Business Response

    Date: 07/30/2025

    Re: BBB Case Number: 23658591 
    Consumer: ******** *******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23658591 

    This office has been in contact with the customer and while this may not happen in all instances, we anticipate reaching a satisfactory resolution regarding their concerns. SIE, LLC has invited them to contact us directly while we continue to support their issue. 

    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: 07/30/2025

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:07/25/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    July 23rd I received an email that my email had been changed and i was logged out of all devices. When I tried to contact support they told me due to security reasons there was nothing they could do. Ive had this account for around six years and I have never had a problem before recovering my compromised account.

    Business Response

    Date: 07/31/2025

    Re: BBB Case Number 23656172
    Consumer: Trinity *****

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23656172

    SIE, LLC made multiple attempts to contact the consumer, but the consumer has not responded. 

    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: 08/01/2025

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:07/25/2025

    Type:Billing Issues
    Status:
    Resolved
    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.
    Bought my son a PS5 on fourth of July weekend. Had to order it then so it would arrive for his birthday party. Promo code box wasn't working and there is NO ONE to contact except a not that was worthless. The promo code listed on their website was for a trade in and then $50 off a new PlayStation. The customer service agent told me the $50 was not owed from their end when I have the info from PlayStation website and the promo code. Tried calling in multiple times for help and when it was my turn in line it automatically disconnected. Finally got a hold of someone through email and they refused help. It has been a week and I asked for it to be escalated to someone else besides customer service and no one responds.

    Business Response

    Date: 07/28/2025

    Re: BBB Case Number: 23653091
    Consumer: Samantha *********
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23653091 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 

    Customer Answer

    Date: 07/28/2025

     
    Complaint: 23653091

    I am rejecting this response because: PlayStation says I haven't been in contact with them even though I have a case opened and asked it to be escalated. They want me to re-do the process I just went through and got nowhere. PlayStation hasn't even escalated the case as I asked for them to do weeks ago. The promo is listed on their website previously included screenshots. Plus calling into customer service is laughable. The person was willing to help but could not even locate information listed on their own company's website plus a language barrier so we couldn't even get through anything with #'s or letters without redoing it 5 times because it was obvious that English is not their first language. Which is fine if there's no problem but if an employee can't find the information listed on the website to verify and you can't escalate a case within a week. This is my only recourse and would expect to receive the promotional discount listed on the website for my order based on your website malfunctioning over the holiday weekend. And again no one to contact because when you call in and get a place in line it disconnects when they call you back and about to talk to an agent. Rarely do people have time to sit on hold all day like this can't be the only way because it's an awful system.


    Sincerely,

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

    Business Response

    Date: 07/31/2025

    Re: BBB Case Number 23653091
    Consumer: ******** *********
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23653091
    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: 07/31/2025

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:07/23/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 about my account ID being changed (for the second time in a year) which I did not do. So I tried logging in to my account to check and it wouldn't let me log in, I waited in the online chat for assistance just for the agent I was connected with to almost immediately close the chat for inactivity. When I started a new chat for assistance, I was informed that they could do nothing for me because there was suspicious activity on my account (which is obviously the reason for my contacting them) and that there is nothing they can do. When I called to try and receive help from someone else, the agent confirmed that there is in fact nothing that they can do whatsoever. So now I am unable to log in to or use my playstation account and the support is refusing any help and provide literally no advise.

    Business Response

    Date: 07/25/2025

    Re: BBB Case Number 23645152
    Consumer: ****** ******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23645152
    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: 07/26/2025

     
    Complaint: 23645152

    I am rejecting this response because: nobody has reached out to me in regards to this complaint dispite ****'s claim in their response. I was eventually able to find a customer support agent who would actually help me and resolved my complaint with no problem at all. So from what I have gathered, the agents in the support chat will pick and choose who they want to help. Which is asinine from such a large company. Why would 3 out of 4 support agents refuse to help me when I was being respectful and just asking for help. I had this same issue a few months ago.

    Sincerely,

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

    Business Response

    Date: 07/29/2025

    Re: BBB Case Number 23645152
    Consumer: ****** ******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23645152
    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: 07/31/2025

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:07/23/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 was looking to purchase a new gaming console from Playstation and saw an advertisement on their website to trade in my old console via a 3rd party company called Back Market. This advertisement stated that I would receive a voucher for $50 off the purchase of any Playstation 5 console.I shipped my old console, a Playstation 4, to the refurbisher on Monday, July 14th and received an email on Tuesday, July 22nd with the voucher **********, July 23rd, I attempted to purchase the new console via the official Playstation website and received an error message that my purchase could not be completed and that I would need to buy from another retailer. However, this voucher will *only* work on the official Playstation website.I attempted to troubleshoot by refreshing and updating my browser as well as trying to purchase via both the desktop and mobile versions of the website. I received the same error every time.I contacted Playstation support via their live chat feature and was told by a representative and their supervisor that they had no possible resolution on their end and no additional information for me as to why my purchase could not be ************ trying to search for a solution, I found that *many* other people have experienced this exact same issue and have received the exact same response from customer support. This is a known problem that **** refuses to amend.I would not have utilized the trade in service had I known that I would not be able to complete the transaction as it was advertised by ****. I cannot get my previous console back and have no desire to purchase a new one at full price after being lied to. **** needs to complete their end of the service and stop advertising a trade in process if they cannot manage their part in it.

    Business Response

    Date: 07/29/2025

    Re: BBB Case Number 23645088
    Consumer: ****** ***
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23645088
    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: 07/29/2025

     
    Complaint: 23645088

    I am rejecting this response because:
    It does not provide a resolution to my complaint, whatsoever.


    Sincerely,

    ****** ***

    Business Response

    Date: 07/30/2025

    Re: BBB Case Number 23645088
    Consumer: ****** ***
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23645088
    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: 07/31/2025

     
    Complaint: 23645088

    I am rejecting this response because:

    The business refuses to provide any sort of additional information or resolution. I dont know how many times I have to reject their response. 

    Sincerely,

    ****** ***

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