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:02/28/2023

  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.

  I was banned for no reason at all and when I messaged the company on why I was banned I was given no reply just perma banned for 0 reason. I have never cheated nor have I used any banned software or add on in my years of playing from destiny 1 nor 2 I wish to be unbanned and be able to play on my account again please. Bungie account: sp00ks#****

  Business Response

  Date: 03/03/2023

  Players who have received a ban or restriction in Destiny 2 may contact us using our contact form (*************************************************************************************************************)to appeal the decision. Before submitting a ticket through the contact form, please read all the information on the linked page above.

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19516723
  ,
  I am rejecting this response because: I have already been down this road where they don't tell me what I did wrong or even gave me a warning before said ban. To this day I still down know what I did wrong to be banned, also I was told not to try any other ways to be unbanned from this system which is even weirder. I just want clarity for an account I have had for years never cheated and never had any problem or never doing anything wrong like cheating or harassment. Other than your account gone now, tell us why you should have it back when I cant fight something that I have no idea what it is. I just want my account back for the new DLC all I am asking.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/27/2023

  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 ordered a custom T-shirt. I never received the product I ordered. This type of product is very personal and tied to the gamer's Gamertag, clan, or whatever identity they use. I can forward the email exchanges that, in retrospect, may have been answered by a bot on the company's end as just a stall tactic. I have requested a refund several times. Order #********* [Support Requests ****** and ******]. There is a link for a Tracking Number: ************************** for **** that still says "**** Currently Awaiting Package" from *******'s response to me actually requesting a refund on Nov 26, 2022.I paid $38.54 ( $30 Moments of Triumph 2021 Large Women's T-shirt with Personalization "Fenyx1", $6.10 Shipping and Handling, $2.44 Tax). Regarding the business trying to resolve the problem, I point to the emails between myself and customer service/support. I gave up and requested a refund...I would like my money back. What a sad disappointment.

  Business Response

  Date: 03/06/2023

  We apologize for the delay. This customer received the incorrect personalized item, they were added to a list for their order to be reprinted.  The agents have been updating them best to their ability with information received. Unfortunately, they were not sent in the last batch to our warehouse.  Their shirt has been re-added to our final list and we will reprint their order.  We have also issued a refund as a courtesy for the time that has passed. We have updated the customer with the information above.

  Customer Answer

  Date: 03/10/2023

   
  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.
  
  Sincerely,
  
  ******************************************

• Initial Complaint

  Date:02/27/2023

  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.

  Reached out to the company after the last complaint I filed and they assured me someone would be in touch with me and I have not received a single follow up or explanation in over 2 weeks. I was told that they would reship the item after 30 days which it has been and they have not reshipped the item either. There is a constant, consistent, issue with this company making delivery or shipment deadlines and I believe until they get it figured out there needs to be some sort of third party monitoring to ensure people arent waiting over a year for items or not getting items in a timely manner. Being in transit for over a month and expressing no empathy for the customer is top notch poor service.

  Business Response

  Date: 03/06/2023

  We apologize for the delay. The package was out for delivery and the tracking takes time to update. We have recently checked and there has been no update, so we processed a courtesy shipment for the customer and have informed them of this updated. Once the replacement ships, we will provide an updated tracking.

• Initial Complaint

  Date:02/23/2023

  Type:Delivery 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 have made a purchase of $426.97. The order was shipped out and has since found its way out of the continental ** to ****** when it was originally shipped via Ground. I live in *************, ***.My complaint is the company, Bungie, *** has not answered my requests for contact since it has gone awry and would like to document their poor customer service and reach a resolution for shipment delivery or replacement products being re-shipped.I understand they do not control the shipping companies, however their lack of customer service in this situation has driven me to reach out to your organization.

  Business Response

  Date: 02/27/2023

  We apologize for the delay in completing this order. We have updated the customer about their reshipment, it is currently being processed. As soon as tracking is a available, we will be sure to provide it to them. 

  Customer Answer

  Date: 02/27/2023

   
  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 at this time.

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

• Initial Complaint

  Date:02/23/2023

  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.

  An Online Bungie Store for a Destiny 2 replica of a Nerf Branded Gjallahorn toy was purchases back in mid 2022. The purchase includes the selling point which is a collectible emblem "A Distant Howl" (an in-game collectible cosmetic) that is delivered via E-mail to the purchaser's email registered to the store sight. The code was successfully emailed to me and successfully redeemed on the Bungie website (for the game online) where the code redeems and should be available in the game after redemption. The code was redeemed on December 5th 2022. Before contacting ANY of Bungie's help I waited to see if an in-game update or hot fix would resolve the issue as this game goes through many updates regularly and sometimes addresses things like missing purchases from code redemptions. Since my waiting yielded no success on the emblem delivery in the game, I contacted Bungie's regular support channel that then re-directed me to the missing emblem submission. An area to specifically report missing emblems. I filed out the proper form with great detail and screenshots to better explain the specific issue but received an on site response on Bungie help to contact the Bungie Store help instead. There was no explanation why they couldn't fix the problem or even acknowledge the issue I was asking to begin with. So I submitted the same information to the Bungie Store help instead and provided screenshots, and even more vivid detail to try and do the support help for them so they had all the information regarding my account info, the code that I used to redeem the missing emblem as well as the store order # on the physical item of the toy that is connected to the code for the emblem. I only received one email after submitting that which was to contact the other Bungie Help which told me to contact the Bungie Store help instead. So Bungie keeps sending me in a loop. The bare minimum or even less is being done as a customer for 10+ years and doing the same thing with emblem codes.

  Business Response

  Date: 02/24/2023

  We apologize for the inconvenience. We have now issued a new emblem/ornament and have informed the customer. 

  Customer Answer

  Date: 02/24/2023

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:02/14/2023

  Type:Delivery 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.

  Ordered an item and it was in my city to be delivered on February 3rd, then it mysteriously went to ************** and has not updated since. I cant get ahold of *** or Bungie or anyone to get this matter resolved and when I finally got an email back from Bungie they said they cant do anything for packages that have already been shipped.

  Business Response

  Date: 02/23/2023

  We apologize for the delay in completing this customer's order. The package is still in transit, the shipping address was correct but has had no recent update. The agent informed the customer to monitor the shipment and give it time since updates can be delayed. We've responded to the customer and reached out to the warehouse for any insight on the shipment.

• Initial Complaint

  Date:02/10/2023

  Type:Customer Service 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.

  Over the course of several years, I have faithfully supported this company. However, on their forums, they have assigned a group of roughly 50 users known as "ninjas" to have total and unchecked reign over the community on their site. One of these ninjas, Seraphim Crypto, developed an unhealthy pattern of stalking and harassment, banning my posts despite not breaking any Codes of Conduct. I reached out to the community manager, *************************************, known as "Cozmo" seeking resolution and his only response was summarily "well if a ninja said so then it mustve been valid" as if the ninjas are robots. In retaliation for even suggesting that some ninjas might need to be replaced on the website, ************************************* then personally had my account banned in-game, which as a salaried Bungie employee he has the ability to do. I submitted a ticket through the appeals process, and got a response from the security team stating that while they could not find anything that would warrant a permanent ban in-game, they would nonetheless say WHY it was banned nor repeal it. Later on, said ninja "Seraphim Crypto" - who again initiated the harassment and stalking in the first place leading to this quandary - ended up killing himself, so it's obvious at least one of their ninjas was not of sound mind to perform his duties. Therefore, no resolution will be accepted unless it contains EVERY item of the following: my account returned subsequent expansion & seasonal content releases from 30th anniversary to Witch Queen, as well as seasonal items, given to me free of charge a public apology for letting ninjas go rogue and a promise their own forums on their own site are actually policed properly Resolutions that are morally correct but I will accept without: triumph points and associated loot for content missed ************************************* removed from his position as Community Manager

  Business Response

  Date: 02/15/2023

  We investigated the claims underlying this BBB complaint and identified the complainant as having been banned from Destiny 2 for targeted harassment, violation of privacy, and a doxing threat. 

  
   Accounts that violate the Code of Conduct (***************************************************************)or the license agreement (*****************************************************)that governs Destiny may be restricted or banned from some or all Destiny (or other game) 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 (or other game), please review our Destiny Account Restrictions and Banning Policies (************************************************************).

  Customer Answer

  Date: 02/19/2023

   
  Complaint: 19385786
  
  I am rejecting this response because: the company did not provide any proof of these violations, in large part because they do not exist. Privacy violation? The company was the one that abused my information to harass me. Targeting dox? Not sure how I can do that from my PlayStation, but again this is just further proof that this F-rated company invents claims to justify breaking their own policy. Now, all points on my original submission will need to be met to accept a response.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:01/13/2023

  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.

  Downloaded Destiny 2 on 12/15/19 for $59.99 and was given licenses from bungie for DLC beyond light, forsaken and shadowkeep of which i own on my PS4. When i recently upgraded to PS5 I realized two licenses forsaken and shadowkeep are not available and they are requiring that i purchase them again for $44.98. I believe this is wrong as i currently have the licenses to play this content on PS4 but they did not transfer to my PS5. when trying to contact bungie themselves through ********************************************************************** they state do not contact them about shadowkeep or the forsaken pack. Playstation support will not provide assistance due to them stating i do not own licenses for these DLC packs even though i have proof of it on my playstation 4.

  Business Response

  Date: 01/23/2023

  Hello. If issues in accessing your owned DLC content persist, we recommend following this link (**************************************************************************************************************************)for instructions on how to restore your licenses to Destiny content. If you are unable to download your DLC purchase, we recommend reaching out to the PlayStation Support store support for assistance: ***********************************
  
  We're unable to provide any refunds because all expansion purchases have come from your platform's store, so you will need to seek a refund from PlayStation.
  
  Finally, here is some information to keep in mind:
  DLC licenses will not move between platforms with Cross Save, and can only be accessed on the platform they were originally purchased for. 
  As of December 8, 2021, Destiny 2 DLC (Forsaken, Shadowkeep, and Beyond Light) are no longer available to access via Xbox Game Pass on Xbox consoles. If you were previously accessing Destiny 2 expansions via Game Pass you will need to purchase the individual DLC in order to continue to access this content.  
  During the week of August 23, 2022, to August 30, 2022, all Destiny 2 expansions were temporarily free to access for all players. After this week, players must purchase each expansion to gain access to expansion specific content.
  Beginning February 22, 2022, the Forsaken campaign entered the Destiny Content Vault, and has been replaced with the Forsaken Pack. For more information on vaulted content, including the Forsaken campaign and Tangled Shore destination, please click here.

• Initial Complaint

  Date:01/02/2023

  Type:Customer Service 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 was wrongfully banned from Game based on TOS No evidence of me doing anything wrong I have been a member of the destiny community since the beginning. I have spent ****s of dollars supporting and donating to all charitys. Recently I was banned permanently from destiny 2 and reached out to bungie, the owners of destiny 2 through their ban appeal system asking why I was banned and never had committed any previous offenses. I was not given a reason only that my appeal was denied. This is very shocking as Ive never done anything wrong and one false screwup and ban just like that . I am also extremely disappointed at the lack of communication at the lack of communication with the company. If I have done something to violate their rules I am deeply sorry but I am not aware of any rule breaking I have committed and for being a loyal supporter through all these years. I would like to have my ban overturned Ive read TOS, Forums, ****. I have not violated any of them I switch to PC last year and all its done is create nightmares for me Lethal#**** *******************

  Business Response

  Date: 01/12/2023

  Accounts that violate the Code of Conduct (***************************************************************) or the license agreement (*****************************************************) that governs Destiny may be restricted or banned from some or all Destiny (or other game) 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 (or other game), please review our Destiny Account Restrictions and Banning Policies (************************************************************).

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18670666
  
  I am rejecting this response because: I dont accept that were left in the dark trying to figure out what we did wrong 

  this whole go to forums and read that and figure out 

  No. Id like to know what I violated as I havent done anything wrong 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/13/2023

  Due to the nature of the violations of the Code of Conduct or the license agreement, we do not share the specific information behind an account ban or temporary restriction.  We will only note that this ban was implemented after it was confirmed that the account violated the code of conduct, and the decision will not be overturned.

• Initial Complaint

  Date:12/21/2022

  Type:Customer Service 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 have been a member of the destiny community since the beginning. I have spent 100s if not close to a thousand dollars supporting the company by playing games such as destiny and destiny 2. Recently I was banned permanently from destiny 2 and reached out to bungie, the owners of destiny 2 through their ban appeal system asking why I was banned as I have been a supporter of the game and never had committed any previous offenses. I was not given a reason only that my appeal was denied. This is very heartbreaking to me because I have lost all the hours and money I have put into the game and especially since a really big update is being released which I will not be able to enjoy. I am also extremely disappointed at the lack of communication at the lack of communication with the company. If I have done something to violate their rules I am deeply sorry but I am not aware of any rule breaking I have committed and for being a loyal supporter through all these years the least they could have done is have the decency to give me a reason for my ban. The only solutions is see to this conflict is for my account to be fully unbanned or I would like to be fully refunded of all my purchases. My bungie username is (YourSchoolsNext) and my PlayStation Network Name is (M530__)

  Business Response

  Date: 12/22/2022

  Accounts that violate the Code of Conduct (https://www.bungie.net/7/en/Legal/codeofconduct) or the license agreement (https://******************************/7/en/Legal/sla) that governs Destiny may be restricted or banned from some or all Destiny (or other game) 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 (or other game), please review our Destiny Account Restrictions and Banning Policies (https://www.bungie.net/en/Help/Article/11929).

  Customer Answer

  Date: 12/28/2022

   
  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,
  
  *****************************

  Customer Answer

  Date: 01/05/2023

  Hi I recently submitted a complaint and it was accepted and later received a message saying the complaint had been resolved, however, I checked my account and I am still banned which means it has not. If there is any way you can help please do so Thank you

  Business Response

  Date: 01/19/2023

  Players who have received a ban or restriction in Destiny 2 may contact us using our contact form (*************************************************************************************************************)to appeal the decision. There are no guarantees that a ban or suspension will be overturned, nor that an email will be responded to. Before submitting a ticket through the contact form, please read all the information on the linked page above.