PlayStation (Sony Interactive Entertainment)

Complaints & Reviews on USAComplaints

USAComplaints currently maintains 49 historical complaints about PlayStation (Sony Interactive Entertainment), published between 2002 and 2013. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.

• PSN account region cannot be changed after moving within the EUPublished Jul 20, 2013 · Historical consumer allegation
• Seasonal game pass turned out to be maps with no refundPublished Dec 28, 2012 · Historical consumer allegation
• PS3 yellow light of death with a game stuck inside the consolePublished Oct 13, 2012 · Historical consumer allegation
• Uncharted Golden Abyss requires expensive memory card not disclosedPublished Aug 20, 2012 · Historical consumer allegation
• Unapproved charges on my card and no customer service reachablePublished Mar 13, 2012 · Historical consumer allegation
• Consumer ReportPublished Mar 2, 2012 · Historical consumer allegation
• Consumer ReportPublished Feb 5, 2012 · Historical consumer allegation
• Sony charged sales tax even though it has no store in my statePublished Dec 21, 2011 · Historical consumer allegation
• Sunday Ticket subscription cancelled and I must pay more to restartPublished Dec 11, 2011 · Historical consumer allegation
• Refurbished PS3 failed on arrival and another three-week waitPublished Nov 22, 2011 · Historical consumer allegation
• DirecTV NFL Sunday Ticket on PS3 unwatchable and no refund offeredPublished Nov 13, 2011 · Historical consumer allegation
• Sony refused to help trace serial number of recovered PS3 slimPublished Oct 17, 2011 · Historical consumer allegation
• Users who closed accounts after hack excluded from welcome back offersPublished Jul 2, 2011 · Historical consumer allegation
• Brand new PS3 failed and refurbished replacement overheated; Sony refuses new unitPublished Jun 29, 2011 · Historical consumer allegation
• Unauthorized CreditReport.com charges after PSN hackPublished Jun 1, 2011 · Historical consumer allegation
• PSP-3000 would not connect to wireless N router and Sony did not disclose itPublished May 12, 2011 · Historical consumer allegation
• PlayStation Network down for 30 days after hackingPublished May 3, 2011 · Historical consumer allegation
• PS3 red light failure again after warranty ended and repair is costlyPublished Feb 6, 2011 · Historical consumer allegation
• Patch for Two Worlds 2 still awaiting approval since NovemberPublished Jan 7, 2011 · Historical consumer allegation
• Firmware update 3.21 removes advertised Other OS featurePublished Apr 8, 2010 · Historical consumer allegation

Complaint Themes

Each tag reflects a complaint's single primary theme (not every angle it raised), and complaints outside any problem theme — a positive report, or one later retracted by its author — aren't tagged. Counts may total less than the full complaint count above.

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts & Login

• PlayStation (US site): https://www.playstation.com/en-us/
• PlayStation Support contact page: https://www.playstation.com/en-us/support/contact-us/
• PS Store refund request: https://www.playstation.com/en-us/support/store/ps-store-refund-request/
• Cancel PlayStation Plus: https://www.playstation.com/en-us/support/subscriptions/cancel-playstation-plus/
• PlayStation Repairs portal: https://repairs.playstation.com/s/?locale=en-us&language=en_US
• PlayStation Status: https://status.playstation.com/
• PlayStation Account Management: https://www.playstation.com/acct/management
• PlayStation Support phone (Mon-Fri 9AM-6PM PT): 800-345-7669 11 complaints mention this number
• BBB-listed phone: (650) 655-8000 7 complaints mention this number
• PSN settlement administrator (not SIE): (877) 777-9145

Locations

PlayStation refunds, subscription cancellation, repairs and complaints: what PlayStation's own pages say (checked October 18, 2026)

This page is about Sony Interactive Entertainment LLC (SIE), the company that PlayStation's Terms of Service name as the party to your PlayStation contract (PlayStation Store, PlayStation Plus, PlayStation consoles, games and accounts). It is separate from Sony Electronics (TVs, cameras, audio), which has its own profile on this site; Sony's Electronics contact page says its agents 'do not provide support for PlayStation'.

Refunds for digital purchases. PlayStation's Store cancellation policy says that for games and game add-ons, 'You can cancel a game or game add-on purchase within 14 days from the date of purchase and receive a refund, provided that you have not started downloading or streaming it,' and that 'Games or add-ons that you have started downloading or streaming are not eligible for a refund unless they are faulty.' PlayStation's refund page says to open Transaction History, select an eligible transaction and choose Request Refund; if you are still having issues, contact PlayStation Support. In-game consumables, season passes, pre-orders and subscriptions have their own rules on the policy page.

Cancelling PlayStation Plus. PlayStation's page says to sign in to Account Management, choose Subscription and select Cancel Subscription next to PlayStation Plus. It says you keep PlayStation Plus benefits 'until the end of any previously purchased subscription payment period.' The cancellation policy adds that stopping future payments 'will stop future subscription fees being taken, but you will not receive a refund for payments already made.' The policy gives console paths (PS5: Settings > Users and Accounts > Account > Payment and Subscriptions > Subscriptions).

Hardware repairs. PlayStation's US repairs address (playstation.com/en-us/repairs) leads to a PlayStation Repairs portal with a return-tracking form. The PS5 Limited Hardware Warranty says SIE warrants the hardware 'will be free from material defects in material and workmanship for a period of one year from the original date of purchase' and that the warranty 'is valid only in the United States and Canada'. Its service policy says 'You must visit playstation.com/repairs to receive a return authorization and shipping instructions' and that proof of purchase (a bill of sale or retailer receipt with the date of purchase) 'MUST BE PRESENTED TO OBTAIN WARRANTY SERVICE'. Shipping both ways uses 'a prepaid shipping label provided by SIE' 'at no charge to you', and a repaired or replaced unit is covered for 'the longer of (i) 90 days from the date that SIE ships' it 'or (ii) the original Warranty Period'. PlayStation's legal page links separate warranties for the PS3, PS4, PS5 and PS Vita (playstation.com/en-us/legal/warranties/).

Contacting PlayStation. The PlayStation Support contact page lists topics: Account & Security, PS Store & Refunds, Hardware & Repairs, Subscriptions, Games and Connectivity. Under several topics it offers a PlayStation Assistant chat and a phone line: 'Call us Open: Mon-Fri 9:00AM - 6:00PM PT 800 345-SONY (7669)'. The Terms of Service also give 800-345-7669 and a postal address: 'Sony Interactive Entertainment, Attn: Consumer Services Department, 2207 Bridgepointe Pkwy, San Mateo, CA 94404, USA'. A separate status page (status.playstation.com) is linked from the contact page. Sony's Electronics contact page lists the same phone number for PlayStation products.

Disputes. The Terms of Service contain a binding arbitration clause and class action waiver (Section 14), with an opt-out: the Terms say you must notify SIE in writing 'within 30 days of the date that you accept this agreement unless a longer period is required by applicable law', by mail to the San Mateo address (the Terms use it both for arbitration notices and as the Consumer Services mailing address) with your name, address, online ID and a statement that you do not wish to arbitrate. Check the version of the Terms you accepted. Card disputes, your state attorney general's consumer-protection office and the FTC (reportfraud.ftc.gov) are other routes consumers use.

Who PlayStation's operator is

PlayStation's Terms of Service (US) say they are 'a contract between you and Sony Interactive Entertainment LLC', which provides 'PlayStation Store, PlayStation Plus, PlayStation Video' and related services. The Terms give 2207 Bridgepointe Parkway, San Mateo, CA 94404 as the address for arbitration opt-out notices and as the mailing address of its Consumer Services Department; BBB lists the same address, the phone (650) 655-8000 and the name 'PlayStation / Sony Interactive Entertainment'.

The BBB profile description says SIE is 'a wholly owned subsidiary of Sony Corporation of America' and was 'established on November 16, 1993, as Sony Computer Entertainment (SCE)'; those are BBB's words, not a statement SIE's own pages made in the sources checked. Older archive complaints on this page often name 'Sony Computer Entertainment America' (SCEA). In the 2015 judgment in the PlayStation Network data-security litigation, the defendants are listed as Sony Computer Entertainment America LLC, Sony Network Entertainment International LLC (into which Sony Network Entertainment America Inc. was merged on September 30, 2011) and Daybreak Game Company LLC, formerly Sony Online Entertainment LLC.

This profile covers PlayStation consoles, PSP and PS Vita hardware, PlayStation Network accounts, PlayStation Store purchases and PlayStation Plus. Sony Electronics products (VAIO computers, TVs, cameras) are covered on the Sony profile, and archive posts about those products are not counted here.

Complaint record: BBB, Trustpilot and the usacomplaints archive (as displayed October 18, 2026)

BBB. On October 18, 2026 the BBB profile 'PlayStation / Sony Interactive Entertainment' (San Mateo, CA) said the business is 'NOT a BBB Accredited Business' and showed a BBB Rating of 'Not Rated', with the reason 'The business is in the process of responding to previously closed complaints'. The complaints tab said '6,801 total complaints in the last 3 years' and '2,720 complaints filed in the last 12 months'; the reviews tab said '1.05 /5 stars Average of 335 Customer Reviews'. BBB notes that the complaint text displayed might not represent all complaints filed.

Trustpilot. The 'Store Playstation' page (store.playstation.com) showed 2,493 reviews, a TrustScore of 1.2 and an unclaimed profile, with Trustpilot's notice that it does not fact-check reviews. This listing is for the Store domain only. BBB and Trustpilot figures are separate and are not added together.

This site's archive. usacomplaints.com holds 47 approved complaints from 2002 to 2013 whose subject is PlayStation hardware or services (linked as primary), plus 1 post that names both Best Buy and Sony about a PS3 (linked as affiliate). They name PlayStation, Sony Playstation, Sony Computer Entertainment America (SCEA), PSN or PSP. Keyword counts over those 47 posts (a post can match several): PS3 hardware failure, repair or replacement charge, 27; firmware or system-update problems, 11; PSN or PlayStation Store charges, refunds or account access, 15; the 2011 PSN outage and data-breach reports, 4. These are reader-submitted allegations that we have not independently verified, and they are not a measure of how often problems occur.

Court cases involving Sony Interactive Entertainment (checked October 18, 2026)

PlayStation Store pricing class action, proposed settlement. Caccuri v. Sony Interactive Entertainment LLC (N.D. Cal. 3:21-cv-03361) is an antitrust case about digital game prices on the PlayStation Store; SIE denies the allegations. On April 8, 2026 the court preliminarily approved a settlement of $7,850,000, paid as PSN account credits to about 4,407,533 eligible accounts, with no claim form for active accounts. Final approval was set for a hearing on October 15, 2026; the docket entries visible through October 14, 2026 show no final approval order, and the settlement website's latest notice (September 2026) still lists the hearing as upcoming. The CourtListener docket was behind a human-verification page on October 18, 2026, so later entries could not be viewed and the outcome is not confirmed here. For deactivated PSN accounts, the settlement website names a separate administrator contact: toll-free (877) 777-9145 or PSN Digital Game Settlement, P.O. Box 173046, Milwaukee, WI 53217; that is the administrator, not SIE.

Tariff class action. In re Sony Interactive Entertainment Tariff Litigation (N.D. Cal. 3:26-cv-04121) was filed May 6, 2026 and consolidated with a related case on June 23, 2026. the consolidated complaint (Dkt. 28, filed July 15, 2026) pleads 'COUNT I: UNJUST ENRICHMENT', 'COUNT II: MONEY HAD AND RECEIVED' and 'COUNT III: DECLARATORY JUDGMENT' for a proposed class of 'All individuals in the United States who purchased one or more Sony PlayStation Console(s) during the class period of August 1, 2025, to the present'; plaintiffs' opposition brief (Dkt. 32) describes the claims as based on alleged tariff pass-through in PlayStation console prices; SIE moved to dismiss on August 31, 2026 and the hearing is set for November 13, 2026. These are allegations; no ruling on the merits was seen.

2011 PlayStation Network data-security litigation, settled. In re Sony Gaming Networks and Customer Data Security Breach Litigation (S.D. Cal. 3:11-md-02258) ended with a judgment on May 4, 2015 granting final approval of a class settlement; the judgment states it is not an admission of wrongdoing or liability.

PS3 'Other OS' litigation, settled. In re Sony PS3 'Other OS' Litigation (N.D. Cal. 4:10-cv-01811-YGR) ended in an Order Granting Final Approval and a Final Judgment filed June 8, 2018 (Dkt. 360 and 361). The order defines the class as people in the United States who purchased a Fat PS3 there between November 1, 2006 and April 1, 2010 from an authorized retailer for personal or household use and who used or knew about the Other OS functionality, or who contend they lost value or functionality as a consequence of Firmware Update 3.21. The attached settlement agreement provides $3,750,000 in settlement funds, with payments pro rata 'up to and including the sum of $65.00 per Valid Claimant', and the order says neither it nor the Final Judgment shall be construed as or used as an admission. The docket also shows an order of August 13, 2019 directing distribution of residual settlement funds, which we did not read.

Other dockets name SIE, for example cases SIE filed as plaintiff; they were not reviewed for this page and are not listed. This section is not a complete list of every case involving SIE. No FTC, state attorney general or other regulator action against SIE was identified in the sources checked on October 18, 2026; that is not a statement that none exists.

Is PlayStation (Sony Interactive Entertainment) Legitimate?

PlayStation's US Terms of Service name Sony Interactive Entertainment LLC as the contracting party and give a San Mateo, California address; BBB lists the same name and address, shows no accreditation and a 'Not Rated' status, and displays the complaint and review figures in the Complaint record section. Sony's Electronics contact page says its agents do not provide PlayStation support. Court dockets show consumer class actions, a 2015 approved settlement, a 2018 approved settlement and a proposed 2026 settlement with a final-approval hearing date of October 15, 2026, described above as allegations or settlements, not findings of wrongdoing.

Court & Public Records

Related Complaints

Names this company in a role other than the primary subject — not necessarily current or complete.

• Named as an affiliate: PS3 Warranty Refused Over Mismatched Barcodes, $160 Repair Fee

Company Relationships

• Owned by: Sony Corporation of America
• Affiliated with: Sony (Sony Electronics)

Frequently Asked Questions