ComplaintsforBungie, Inc.

Video Game Dealers

Current Alerts For This Business

Pattern of Complaint:

On November 11, 2020, Better Business Bureau recognized a pattern of consumer complaints filed against Bungie, Inc. regarding customer service, products, and shipping/delivery issues. Consumers allege having difficulty reaching customer service and/or not receiving assistance when they do reach someone. In addition, consumers allege that the appeal process for a ban is unclear and that their statements are not being taken in consideration. Consumers claim that there are delays in items being shipped and/or delivered, and that they are receiving defective products.

On November 23, 2021, Bungie Inc. responded to BBB. Bungie, Inc. is working to eliminate the underlying pattern of complaints by accomplishing the following:

“With regard to the issue of the appeals process for receiving a ban, we do let players know that they may not receive a response, nor is there any guarantee that a ban or suspension will be overturned. We believe these, and other notices about the appeals process that can be found here: https://help.bungie.net/hc/en-us/articles/360049024492 are straightforward and clear. The appeals process is not an avenue for disputing the validity of detections, but rather for providing users the means to demonstrate that the infraction was a result of in-game functionality. Due to the nature of most incidents that lead to an account restriction, in the majority of cases, we are not willing to divulge the specifics of what the incident was or how we detected it, as this information can be used to circumvent detections in the future. This is a necessary step to ensure the continued security and enjoyment of the game.

Regarding orders placed with the Bungie Store, we are acutely aware that we have not been meeting either our customers’ or our own standards and are taking several steps to address the issues. Unfortunately, both a transition to a new platform and the effects of the global supply chain shortages have been greatly delaying the responses to customer concerns beyond what we deemed acceptable. Our store team recently developed a new strategy to speed up response times, including hiring additional staff, to ensure that we meet both our customer’s expectations and ours. We have also reached out to the Destiny community (such as tweets like the following: https://twitter.com/BungieStore/status/1461790204574978061?s=20 to provide them with a better idea as to when to expect certain high demand items, given current supply chain restraints. We are confident that these steps will both help set expectations on when customers will receive their purchases and provide more prompt feedback to any customer concerns.”

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Initial Complaint
03/03/2024
Complaint Type:
Customer Service Issues
Status:
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.
To Bungie,First of all, i would like to thank you in advance for hearing me out and want to ask you to please fully read this request. In the last moments of playing destiny in my account, I was playing trials of ****** before I got banned. So the first and only thing that I thought I got banned for it was trials of ******. But after all these days of thinking and looking for a reason for the ban, I re-read The Code of Conduct and realized maybe the reason for banning my account was the seasonal rank farm that I did in Kings Fall raid. But I never thought that would be against the terms. Because it was solo farming that ***** nobody in the game and gives no advantage in the game besides access to seasonal rank rewards and cosmetics. I did that for the seasonal rank armor ornaments and that was it. I also want to give some information about the technical specifications for this farm. There is a spot in The Maze encounter in Kings fall raid that thralls spawn infinitely and can be farmed for seasonal XP. According to bungie TOS finding and using a glitch in the game is not against terms of service and will not get you banned. My daughter likes to kill thralls like a mini game and I let her do that for some time. And sometimes I used the macro functions of my Corsair K100 Keyboard to farm that spot for XP. I didnt know this may be against the Code of Conduct in any way. And there is also a Discord server with a ton of people in it that gives the exact Kings fall checkpoint for farming.For me, playing Destiny has always been an escape from depression and tough times in my life. And losing it would have a huge impact on my mental health. I always tried to play fair and help new lights.With all that being said, I would sincerely ask you to please reconsider my situation.Thank you!Best regards,** Kheirkhahkazemi My Username: GaLvAnIzE 2142#****
Business response
03/12/2024
We have investigated and confirmed that this user was banned for a verified breach of the Destiny 2 Licensing Agreement and/or Code of Conduct.Both these and further resources may be found via Bungie's Account Restrictions and Banning Policy (***************************************************************).
Customer response
03/12/2024

Complaint: 21378236

I am rejecting this response because: There is no explanation whatsoever for the reason that I got banned. and also, there was no warning or suspension before permanently banning my account. This level of punishment is too much for just farming some seasonal xp that ***** nobody in game. At least I should've got a warning or a temporary suspension. Not outright permanent ban! I played Destiny 2 since 2017 and have never did any kinds of cheating and/or never ruined other players experience. and I believe this permanent ban is just too much! unfortunately Bungie's rules are too restricted and doesn't punish players based on their actions. the feeling I have right now is like for example I punched someone in the face and he's okay, but I've got a death sentence from the court!!! It does not make sense at all! and as a veteran Destiny 2 player, I just got disappointed to see how much time and money I spent on this game and Bungie just took all of it from me without any warning! As a live service provider Bungie should be more responsible for their customers especially the loyal and older ones. This is not an acceptable and sufficient response for a player that spent his precious time on your game with passion. I will definitely keep following up on this situation until I get a sufficient and acceptable answer.

Sincerely,

****************************
Initial Complaint
02/05/2024
Complaint Type:
Billing Issues
Status:
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.
To Bungie,?I am writing to express my frustration and concern regarding the ban that has been placed on my account in the game. I want to emphasize that this ban was a mistake, as I have not engaged in any activity that violates the game's rules or terms. I have invested a significant amount of money and time into this account, and I do not want to lose it.?I am a dedicated player who respects the rules and guidelines of the game. I have not downloaded any third-party programs or utilized any illegal methods. I kindly request that you thoroughly review the ban that has been imposed on my account and restore it to its rightful state.?I am genuinely passionate about the game and appreciate your efforts in providing an enjoyable and fair experience for everyone. I hope that this matter can be resolved swiftly, and my account can be reinstated so that I can continue to enjoy the game.?Thank you for your understanding and cooperation in this matter.?Sincerely,?[offenderzz]id ******************** offenderzz
Business response
02/06/2024
We have investigated and confirmed that this user was banned for a verified breach of the Destiny 2 Licensing Agreement and/or Code of Conduct.Both these and further resources may be found via Bungie's Account Restrictions and Banning Policy (***************************************************************).
Initial Complaint
01/24/2024
Complaint Type:
Customer Service Issues
Status:
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.
I am writing to file a formal complaint against Bungie **** regarding a severe issue that occurred with my account. The critical details are as follows:Transaction Date: Payments since 2014 Amount Paid: Between $700 and $1000 Commitment from Business: In my case, Bungie **** has not delivered on safeguarding my account or providing relevant customer support post-incident.Resolution Attempts: I believe Bungie **** has not tried to resolve my problem. Despite repeated contact, I've only received generic responses that do not address my specific situation.Nature of the Dispute: On Labor Day (September 4, 2023), my account ****************** / Username: ***#****) was hacked, and I became the victim of email-related crime. Since the incident, Bungie **** has not provided adequate assistance to rectify the situation or to protect my personal and financial information, leaving my account and my investment in their service in jeopardy.Advertising Related Issues: Not applicable (NA).I am seeking BBBs assistance in resolving this matter as Bungie **** has displayed negligence in addressing my issue. Their lack of personal attention to my case and the lack of proper security measures have resulted in a loss of trust, and potential financial risk.I am looking forward to a fair resolution to this dispute, including a thorough investigation of the hack, recovery of my account, and an appropriate compensation for the mishandling of my case. Please contact me if you require any additional information or documentation regarding this issue.
Business response
02/06/2024
It is against Bungies policy to intervene in cases of externally caused disputes over account possession. It is the end-users responsibility to secure their account, and ******************** strongly encourages Destiny 2 players to never share account credentials.
For more information on how to keep your account safe,please visit our Account Security Guide (*********************************************************************************************).
Customer response
02/07/2024

Complaint: 21191841

I am rejecting this response because unfortunately, the guidance provided by Bungie to resolve the matter has been ineffective, as the crux of the problem remains unaddressed. They have implied that the fault lies with me, which is not the case.

I am undoubtedly facing an instance of cyber hacking. The perpetrators have executed a sophisticated breach, effectively holding my account hostage. I want to clarify, emphatically, that I have not disclosed any personal information that could have compromised my account's security.

Throughout my patronage, I have invested more than $800 and an immense number of hours into building and maintaining my gaming profile. My aim is simple I request Bungie to deactivate the cross-play feature so that I can regain control over my account.

To support my claim, I am prepared to provide sufficient evidence attesting to my ownership of the account and the unauthorized access it has suffered. I had indeed enabled two-step verification, proving my diligence in protecting my account. Yet despite these precautions, my email was compromised, undermining the security measures I put in place.

It is particularly concerning that the hackers targeted an account associated with services I believed were secure by default, highlighting a potential vulnerability that needs urgent attention.

I trust that the Better Business Bureau will understand the severity of my situation and the importance of a secure resolution. Any further assistance or advice on how to proceed with Bungie to rectify this distressing situation would be greatly appreciated.

Sincerely,

*************************
Initial Complaint
01/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
In early November, my account was temporariliy banned for 2 weeks for cheating. This I did not lie about. I submitted an appeal admitted to it and offered details of the software used to cheat. I was unbanned and allowed to play again. Within the month, I purchased downloadable content and cosmetics and spent many hours in game. 1 month later, I was permanently banned with no explanation. I did not cheat again. I submitted another appeal and 3 weeks later received an automated response saying no further information will be given, and that further appeals will lead to further disciplinary action on the account. There was still no information about why I was permanently banned. They do not have contact information (phone number or email) and instead direct you to a form that does not respond in a timely manner or do their due diligence when looking into the account history. I believe the business unfairly banned me and is now prohibiting me from using content I paid for with money and time. I've spent around $300 and **** hours in play time over the last 5-6 years. I want this resolved and will submit any information you may request.
Business response
01/12/2024
Bungie confirmed that this user was banned for a verified breach of the Destiny 2 terms of service. It is the end-users responsibility to secure their account, and ******************** strongly encourages Destiny 2 players to never share account credentials.
Customer response
01/12/2024

Complaint: 21111394

I am rejecting this response because:
Thank you for the prompt response. I really do appreciate it.
I am not sharing account details. I have two different residences- one in ************, ******** and one in *******, ********. I work in ************ and travel on most weekends to ******* where I also have a PC and sign into Steam from both locations. I can provide any specific details of both PCs if needed.
If this is why my account is flagged, then please review it again. Either way, I understand that there is need for punishment for breach of terms, however I feel this punishment is harsh for a long time player. The lack of support for players and the need to rely on a third party business to receive any sort of communication is unfair as well. I will continue to request a review of this punishment, and I implore you to take another look at my account details and history for more information.

Sincerely,

***********************
Business response
02/06/2024
Accounts that violate the Code of Conduct (***************************************************************) or the license agreement (*****************************************************) that governs Destiny may be restricted or banned from some or all Destiny content or activities.
As is noted in the Ban Appeal form, there is no guarantee that a ban or suspension will be overturned, nor that an email will be responded to.
For more information about why you may have lost access to Destiny 2, please review our Destiny Account Restrictions and Banning Policies (**********************************************************************).
Initial Complaint
12/23/2023
Complaint Type:
Billing Issues
Status:
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.
*************************************** SA-Hail 2023/12/23 Bungie ********************************************************************** Dear Sir/Madam at [Bungie],I am writing this letter to express my deep frustration and anger regarding my ban from Destiny 2 without any clear or explained reason. I insist on a detailed clarification of the actions or behaviors that led to this sudden measure.and i file then an appeal on there website but they not review my ban-appeal two Request #****** and , #****** I do not understand the reasons behind this ban, and no detailed information has been provided to justify this harsh action. This ban constitutes a violation of my rights as a player, and I consider it an unfair and potentially unlawful action.I request an immediate explanation for the ban and a precise account of the alleged violations that *** have occurred. If a satisfactory explanation is not provided, I will be forced to take legal action to protect my consumer rights.I am willing to cooperate fully to resolve this dispute amicably and reasonably. I look forward to hearing your prompt and clear response on this matter.Sincerely,*************************************** ************* *******************
Business response
01/02/2024
Accounts that violate the Code of Conduct (***************************************************************) or the software license agreement (*****************************************************) that governs Destiny may be restricted or banned from some or all Destiny content or activities. Permanent account bans and temporary restrictions are only implemented with rigorous checking by trained Bungie employees. As is noted in the Ban Appeal form, there is no guarantee that a ban or suspension will be overturned, nor that an email will be responded to. After reviewing this account, we have confirmed that the ban was fairly implemented,and it will not be overturned. For more information about why you may have lost access to Destiny 2, please review our Destiny Account Restrictions and Banning Policies (**********************************************************************).
Initial Complaint
12/17/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Paid 166 on bungie ** store for two boots, one pampa anniversary boot for around 60 + 7 shipping and witch queen blue pampa boot for around 90 + 7 shipping. Since payment has been cleared I've received no order confirmation, or order number. The emblems that were promised to me have still not been given via email and on attempt to contact customer service I receive no response; waiting for two weeks now.
Business response
12/21/2023
Customer contacted ******************** once regarding this chanrge and asked if they needed further assistance, and they did not respond. The custober was charged, but due to a system problem, the order was not created. The customer has been contacted and has been refunded in full. We appologize for any inconvenience.
Customer response
12/21/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me, although I would still like to receive compensation for the weeks of stress I ensured because of this and so would request the emblems to be sent via email which I initially bought but did not receive.

Sincerely,

***********************
Initial Complaint
12/16/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Purchased item 3/3/23 and was told it would be several months to ship.Once I received a tracking number it never worked and I continued to wait. Once I realized the item was not arriving I contacted the company and they told me the tracking was expired and that they could not help me.
Business response
12/21/2023
This customer's order is from March 2023 (#**********. Customer contacted ******************** on December 3rd and our agent informed them that this was outside the reshipment/refund period, and since the tracking had expired shipment couldn't be confirmed.

Bungie has made an exception to its refund/****** policy and offeried to either ****** order or refund the amount paid, depending on customer's preference.
Customer response
12/22/2023

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 would like them to ****** the order.

Sincerely,

***************************************
Initial Complaint
12/11/2023
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
My complaint with Bungie is that they banned me and my Clan on October 2nd 2023 without reason on their live service game Destiny 2 I believe I did not use any kind of malicious software or do anything to deserve a permanent ban on their game I have spent hundreds of dollars on their game and I hope something can be done to fix this thanks my username on their website Bungie.net is CodeNameKnox#****
Customer response
12/13/2023
I also wanted to add that I play on console so it's impossible for me to use malicious software without getting console banned and that I did not intentionally do anything to violate Bungie terms of service I hope someone gets in contact with me soon with a response to why I received this ban otherwise I'm taking this to my lawyer because in my state I heard it's unlawful to terminate a agreement without reason.
Business response
12/13/2023
This account was banned because it violates Bungies Code of Conduct (***************************************************************). After reviewing this account, we have confirmed that there was a clear violation of the Code of Conduct, the ban was fairly implemented, and it will not be overturned. For more information about why you may have lost access to Destiny 2, please review our Destiny Account Restrictions and Banning Policies (**********************************************************************).
Customer response
12/13/2023

Complaint: 20993492

I am rejecting this response because: I believe this ban is wrongful. I wouldn't be making this much of hassle over it if I could receive a explanation as to what I did what I did to receive a permanent game ban. I hope something can be done to fix this because I haven't ever received any kind of bans or restrictions on Destiny 2 in all my years of playing till now. All the money I spent playing this game is now down the drain because I can't even play content I purchased I feel wronged as a customer and feel like my money was stolen because I can't play a product I invested my money in I would really appreciate if I could get a number to contact someone that is upper management to discuss this please and thank you. Otherwise I will be taking legal action for time lossed and for a full refund of all the money I have spent Thank you.

Sincerely,

*********************************
Business response
01/12/2024
Bungie confirmed that this user was banned for a verified breach of the Destiny 2 terms of service and community Code of Conduct.
Initial Complaint
12/11/2023
Complaint Type:
Service or Repair Issues
Status:
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.
On 12/2/2023 my account with ******************** (Playstation ID **************** was hacked and through Bungies poor policy, the hackers were able to link their Steam account to my ******************** account. This gives them access to my account at any time they want without needing my login credentials going forward. I reset my password immediately but it didnt matter since they linked it to their personal account. I contacted ******************** the same day to let them know of the situation and let them know I hey I needed the hackers account unlinked from mine. They responded on Monday 12/4 that it is against their policy to forcibly pulling accounts. Even though my account was linked for 9 years and the hackers for two days at that point. They closed the case as resolved. I responded saying Ill give them whatever information is needed to prove its me which reopened the case. They didnt respond and instead marked it as resolved again. Ive been trying to contact them every day but they are ignoring me. Meanwhile the hacker still has access to my account and has done irreparable harm to my account. What Im asking is extremely reasonable. Im not asking for all the damage that has been done to be fixed. Just that they unlink the hacked account as Im unable to. For me to unlink it I have to have the hackers login information which obviously I dont have. Please force them to do whats right. Like I said Ill give them any identifying information they need. They also changed my name to a foreign name which is another obvious sign my account is hacked.
Business response
12/21/2023
Account security is the responsibility of the account owner, and ******************** encourages players to not share account details or logins with anyone. Players who are encountering issues accessing their accounts should take a look at our Account Security Guide (*********************************************************************************************) for troubleshooting steps and resources in accessing their account.

******************** is not able to remove connected platform accounts from Bungie.net profiles under any circumstances.We have updated our Cross Save Guide (*****************************************************************************************************) with more information and troubleshooting steps to help players with Cross Save issues, including how to deactivate Cross Save.
Customer response
12/21/2023

Complaint: 20993147

I am rejecting this response because:
I did not give my account information out. They somehow accessed my account and then linked it to a Steam account that wasnt mine (and not even in English). If Bungie is unwilling to remove a clearly hacked account, while leaving the account in place that has been there for 9 years, they are willingly allowing a hacker to continue stealing. This should be against all security protocols. I have read the cross save instructions and tried to disable cross save. Unfortunately, Bungies procedures encourages hackers, because I cannot disable cross-save unless I validate all linked accounts. I am unable to validate the hackers account since I do not have access to their login information. The response of blaming the user and not the hacker is unacceptable and unprofessional. This is a very simple and ethical fix and should be completely as soon as possible.

Sincerely,

*****************
Business response
01/12/2024
It is against Bungies policy to intervene in cases of externally caused disputes over account possession. It is the end-users responsibility to secure their account, and ******************** strongly encourages Destiny 2 players to never share account credentials.
Initial Complaint
12/05/2023
Complaint Type:
Customer Service Issues
Status:
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.
My Steam account was "compromised" as this is the the wording that Valve used aka hacked. The people that comprised my account deleted half my vault and 2 of my characters. As soon as i found out I logged into my PS5 Destiny 2 account since they are linked together, and you can't be logged in 2 devices at the same time. So I understand why bungie banned my account in the first place to stop the people responsible from breaking their TOS agreements. But, it has been well over a month now and no response. Not even the email stating they have banned my account. Which I'm sure they sent but in order from me getting access to my Steam account the people responsible changed the email on my steam account and on my ********************** account. So, up until this point I have not heard anything from Bungie. I have forwarded the email from Valve to bungie and as i said haven't heard anything about this. And, like most people on here making a complaint I have done nothing wrong and I tried my best to help stop the people responsible as not to ruin the gaming experience from others once I found out that my account was compromised. As I'm sure that Bungie can see the ** of the people responsible and the fact that the emails were changed on their side of the game client. All, I'm asking is a little customer service here and help fellow gamers out. As of submitting this the ticket on bungie.net/ban is still in "Open" status, Request #******. Bungie, don't punish the people that have actually been compromised you know as well as we do that their are bad people out there and sometime things happen out of our control.
Customer response
12/08/2023
The ticket support has been updated Request #****** on the Bungie.net/ban Zendesk. For some odd reason the zendesk clerk couldn't handle the complaint and it was dismissed.
Business response
12/11/2023
Bungie will apply temporary or permanent restrictions to Destiny accounts that are breaking our Terms of Service, violating our Code of Conduct, or that are consistently negatively impacting the gameplay experience of others, regardless of whom possesses the account at the time of the ban. Permanent account restrictions are only implemented with rigorous checking to ensure that the punishment matches the observed behavior.More information on our account restriction policies can be found at this help article (**********************************************************************).

Per our Deleted Item and Character Policy, Bungie does not recover manually deleted characters or items (regardless of who performed the action. More information about our Deleted Item and Character Policy can be found at this help article (**********************************************************************).
Customer response
12/11/2023

Complaint: 20961163

I am rejecting this response because: I need my account reinstated. This is a unacceptable answer. I have provided you with the info from valve stating that the account was compromised. And (you) Bungie it self has the means to verify the ** used. Please feel free to reach out to me when this is accomplished.

Sincerely,

***********************
Business response
01/12/2024
Bungie confirmed that this user was banned for a verified breach of the Destiny 2 terms of service.It is the end-users responsibility to secure their account, and ******************** strongly encourages Destiny 2 players to never share account credentials.

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