Complain About PlayStation - learn how to file a complaint

Getting a straight answer from PlayStation can feel like a quest. Here are the main ways to try and get their attention, ranked by how likely they are to work.

Brace yourself. Getting a quick reply is not exactly Sony's strong suit.

• Have Your Info Ready: Your PSN Online ID, sign-in email, and any relevant transaction numbers. Don't make them wait for you.
• Call Early: Try calling right when their phone lines open in the morning to avoid the afternoon rush.
• Bypass the Bot: In the live chat, repeatedly type 'speak to an agent' or 'human representative' to get past the automated responses faster.
• Be Clear and Concise: State your problem and what you want (e.g., 'I need a refund for game X, transaction ID Y') in the first sentence.

If PlayStation support gives you the runaround or just plain ignores you, it's time to take it to the next level. Your best bet in the US is filing a complaint with the Better Business Bureau (BBB).

Companies like Sony monitor their BBB profiles because a bad rating looks terrible. To file, you go to the BBB website, find Sony Interactive Entertainment's profile, and lay out your case. You'll need to provide details of your issue and your attempts to resolve it with the company first. The BBB then forwards your complaint to Sony for a response. It works, but prepare to wait. Sony usually responds, but the whole process can take a few weeks.

Subject: Formal Complaint: Unresolved Issue with Digital Purchase - Account [[Your PSN Online ID]]

To Whom It May Concern,

I am writing again to resolve an issue regarding a digital purchase on my account, [[Your PSN Online ID]]. This is my second time contacting support about this problem, as my initial chat session on [[Date of first contact]] did not lead to a solution.

On [[Date of purchase]], I bought the game [[Name of Game]] for [[$Amount]]. The game is unplayable due to [[briefly explain the issue, e.g., 'severe bugs', 'it was purchased by mistake', 'it doesn't work as advertised']]. Frankly, spending my time chasing down a refund for a faulty product has been incredibly frustrating.

To resolve this, I require a full refund of [[$Amount]] to be credited back to my original payment method. I have attached a screenshot of the purchase confirmation and a video of the bug.

If I do not receive a satisfactory response and confirmation of my refund within 5 business days, my next step will be to file a formal complaint with the Better Business Bureau.

Thank you for your prompt attention to this matter.

[[Your Name]]

• Ask for a Supervisor Immediately: If the first-level support agent is unhelpful, don't argue. Politely but firmly ask to speak with a supervisor or manager. Say something like, 'I understand this may be outside your authority, could you please escalate this to your supervisor?'
• Request a Reference Number: At the start of any call or chat, ask for a case or reference number. This proves you contacted them and makes it easier to follow up.
• Go Public on Social Media: A user on Reddit mentioned they got a response only after posting their issue on X (Twitter) and tagging both @PlayStation and @AskPlayStation with their unresolved case number. It's a last resort, but it can work.

Tired of navigating PlayStation's support maze just to talk to a human? Or getting stuck in a loop with a chatbot that only knows how to suggest turning your console off and on again? Sound familiar? It's exhausting. One user on Trustpilot said, 'It's easier to get an audience with the Pope than to get a refund from Sony.' No joke. Pine AI handles the annoying parts for you. We'll chase them down, manage the follow-ups, and handle the persistent pushback so you don't have to. Let us wait on hold and deal with the corporate script while you get back to actually playing games.