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Business Profile

Computer Hardware

PlayStation / Sony Interactive Entertainment

This business is NOT BBB Accredited.

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Important information

Complaints

Customer Complaints Summary

  • 6,511 total complaints in the last 3 years.
  • 1,922 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:09/17/2025

    Type:Sales and Advertising 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 have had an account with ********************** for well over 10 years. Recently though, I changed my phone number, causing me to be unable to log into playstation network because my two factor authentication was linked to my old phone number. I informed PlayStation about this via their online support chat, they removed the two factor authentication, and told me I needed to click on a link to recover my account. Throughout this process, they sent me probably more than 10 links. None of them worked (link would pull up an error message). I had to keep opening up support tickets with playstation as a result and their support chat kept sending me these bad links. When I informed them of the link issue, they would disconnect the chat with me or advise me to try to access my account later/within 24 hours. They were unable to help me through this process or provide any helpful information other than I need to keep trying the links. I have a lot of money in this account and I am beginning to feel like I wont get it back. I am hoping to have either playstation provide better assistance to help me recover my account or to reimburse me for the money I spent on my account that I can no longer access.

  • Initial Complaint

    Date:09/17/2025

    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.
    My PlayStation account was taken from me. I was sent a text message saying that my multi-factor authentication was turned off and then immediately received an email that my sign-in email was changed. I believe they've added another security measure that I don't know about, as when I call support and tell them my account name, they tell me that they can not help. I could really use assistance in getting this account back as there were thousands of dollars spent in it and there are attached methods of payment.

    Business Response

    Date: 09/22/2025

    Re: BBB Case Number 23898742
    Consumer: **** *******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23898742
    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: 09/22/2025

    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:09/17/2025

    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.
    On July 20th, 2025 I got a notification in the middle of the night from Playstation that a fraudulent purchase for 99$ was made on my playstation account for an EA sports game that I obviously did not make (I don't like sports). I immediately contacted my credit card company (chase) to file a fraud claim and closed my card. I immediately got a refund from ******I got a notification yesterday, Sept 16th, from playstation stating that my account would be permanently suspended until the debt for the fraud charge was paid. My account is suspended with hundreds of dollars of digital games that I now cannot access or **********, Sept 17th, I contacted playstations customer service to remedy my situation, in which the agent advised that since the charge was somehow made from my device (I was asleep, playstation was powered off), that I had to pay for the debt. The agent also advised that she did not care that it was a fraudulent charge, and that I should have contacted playstation FIRST to complete a "chargeback" for the obviously fraudulent charges placed, instead of filing a fraud claim with my credit institution. She stated that I should have instead waited until their business hours to complete this "chargeback", leaving my compromised card open for other fraud charges, instead of disputing the fraud with ****** Please be advised I spent 2 years employed with ******** as a fraud analyst, and I know that a "chargeback" is not the correct avenue for fraudulent charges, and that the BBB, CFPB, and FTC frown upon these predatory business practices.I would like to dispute this charge, and recover my account so that I can continue to play the digital games that I now no longer have access to.I'm not sure if I should list my playstation account or email information in this field, please feel free to call or email me so that I may give these to you.

    Business Response

    Date: 09/22/2025

    Re: BBB Case Number 23897751
    Consumer: **** ********
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23897751
    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: 09/22/2025

    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:09/15/2025

    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 recently purchased a game via the **** PlayStation Store, which is a digital purchase, which then downloads direct to the buyer's system automatically. I was comparing two products being sold for the same game. One was a STANDARD edition, the other was a DELUXE edition, which includes the STANDARD edition PLUS some extra downloadable. Unknowingly, I had both items in my cart, when I made the purchase. This immediately triggered a download of the game. Realizing my mistake, I contacted ****, who told me that I had already downloaded both games, and that I was not eligible for a refund. That is 100% ******. I have included a photo copy of my download history and receipt. It will clearly show that I purchased 2 items, and only downloaded one of them. **** is making up the fact that I downloaded both games and is refusing to issue me a refund for my purchase. I only wanted to purchase the STANDARD version, and I wish to return the DELUXE version which I never downloaded, and per their own policy is eligible for return.

    Business Response

    Date: 09/19/2025

    Re: BBB Case Number 23889569
    Consumer: ******* ****
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23889569
    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: 09/19/2025

    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:09/15/2025

    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.
    My Playstation account was hacked on saturday September 13th 2025. I had 2FA on and the hacker was able to bypass this change my email and purchase games on my account. I was able to recover my account and remove my credit card for a total of 20 minutes before the hacker regained access. From that moment on each time I contacted support I was met with the same response that due to security reasons we are unable to change anything on your account and was promptly hung up on not just by their online chat service twice, but also hung up on 2 separate phone calls as well. They refuse to give me an explanation of what caused these security issues to be put in place and give me no recourse to get my account back the most they did was ask for the first 4 and last 4 of my card that I had on file and the original email I used which I gave them. They say they just "can't" do anything. I have multiple receipts from the games I've purchased along with many years of playstation plus membership payments. I currently have a game pre-ordered as well that they just say they can't do any type of compensation. So I'm out thousands of dollars and left in the dark with no effort on their end to make any of this right. I just want my account back or some type of compensation for all of the games that I no longer have any access to.

    Business Response

    Date: 09/18/2025

    Re: BBB Case Number 23889549
    Consumer: ******** Finger
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23889549
    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: 09/18/2025

    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,

    Victoria Finger

  • Initial Complaint

    Date:09/12/2025

    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 tried contacting about my order ********** for 2x PlayStation vr2s. I initially wanted it cancelled which they stated was impossible and were unable to cancel after any circumstances. The address was incorrect. However, it was able to be picked up. The vr boxes didnt contain the headsets. I contacted and they stated they contacted ***** etc. It wasnt even shipped by ***** but **** And upon checking the tracking I realize it even says there something about damage etc. I simply request a refund.

    Business Response

    Date: 09/17/2025

    Re: BBB Case Number 23876940
    Consumer: Sev Go
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23876940
    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: 09/17/2025

    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,

    Sev Go

  • Initial Complaint

    Date:09/12/2025

    Type:Customer Service 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.
    Ive been having some issues trying to regain access to a very old PlayStation account of mine; unfortunately, I dont have access to my old email as it was deactivated. Nor do I have access to my old banking information, or my consolethis was tied to a ********** which is long gone.The support from PlayStation has been absolutely horrendous regarding it. I reached out through a live chat and explained the above, and offered up any personal information I could give, including even providing a picture of my state ID. All of this was ignored, even I stated it multiple times to the agentwho kept ignoring my messages and asking questions that I werent able to provide without access to the *** account or email.After that, they said they were ending the chat, and even after I asked for clarification on any information I could provide, and abruptly ended it, which was insanely rude.I currently have my own, new account but would prefer to regain access to this and get actual help doing so; either by changing the email, password, etc. Again, I can provide my ID, social security card, etc. anything thatll provide some proof of my identity.

  • Initial Complaint

    Date:09/12/2025

    Type:Customer Service 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 would like to file a complaint, ****'s employees has been seen online making death threat and calling for murder against anyone who disagree with them. This is a gross violation of user's safety and very much illegal. I would **** to investigate their entire development team and fire all the one that did it or associate with it.

    Business Response

    Date: 09/16/2025

    Re: BBB Case Number 23876290
    Consumer: *** *****
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23876290
    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: 09/16/2025

    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 hope in the future that **** keep these types of character from the company.

    Sincerely,

    *** *****

  • Initial Complaint

    Date:09/11/2025

    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've had my *** account for over 4 years. On July 25 I received a Email for a **** verification code. At the time I didn't see it but then 2 days later on July 27th I received a email saying that my account email was changed. I wasn't playing at the time so i did see this until August 25th I contacted PlayStation support to get my account back because it was hacked. I verified my UserID, Original Email and Transition ID. Once I confirmed they gave me my account back and logged everyone else out. They recommended me to make a new email and change my password and also to add a 2 step verification which I did, I changed my email from ************************* to ************************* plus i changed my password. Once I got my account back I bought 2k26 spending over 100 dollars and have been playing my game since. On sept 8th while I was playing my game I was logged out AGAIN. This time I didn't receive a code all I received was a notice of change in email. Which my 2 step verification should have caught. Once i was locked out i immediately contacted PlayStation support. i Verified everything all over again but this time they would not give me my account back. The chat read "Due to security reasons we cannot change anything on this account". I've called even **** and spoke to a manager and they will not help me. I have spent thousands of dollars over the years with my PSN just for them not to even help me. I just want my account back and someone to help me. I will include proof of purchases over the years and the sign in change. I also included where it shows my email back in 2022 of me purchasing

    Business Response

    Date: 09/16/2025

    Re: BBB Case Number 23872887
    Consumer: ****** *****
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23872887
    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: 09/16/2025

    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:09/10/2025

    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.
    9/3/2025 a purchase was made from PlayStation do to false advertisement on one of their games. When I attempted to get a refund they said they couldnt issue it because it was applied to the game. Which every purchase is automatically applied. I could **** speak to a supervisor all 3 agents refused to forward me to one. The entire thing is a scam

    Business Response

    Date: 09/12/2025

    Re: BBB Case Number 23866683
    Consumer: **** ***********
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23866683
    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 

     

PlayStation / Sony Interactive Entertainment is NOT a BBB Accredited Business.

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