ComplaintsforZeniMax Media, Inc.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi, my account ( ******** was hacked and stolen on Sept 17th. at roughly 10:05am EST. The email was changed from mine to a russian one. I started the account recovery process right away and have gotten nowhere. I've sent multiple tickets and most are just closed as " duplicate" despite the issue never being resolved. I've provided a lot of information that only the true account holder should have and i still get silence from Bethesda. I've also reached out to Zenimax who is the owner of Bethesda and they never even got back to me.

  Business response

  10/12/2023

  Dear *************************,
  
  Thank you for reaching out to us regarding The Elder Scrolls Online. We understand that you have a concern regarding recovering access to your game account.
  
  In your Customer Support case with reference number ******-******, our Customer Support staff reset your accounts recovery information on October 11th 2023. You responded to us in that support case to confirm that your access to the account had been restored. Because your issue was resolved in this support case, we currently consider this matter resolved on our side. 
  
  If you have additional questions or concerns regarding your case, you can reopen it by replying to the last email from Customer Support, or by visiting ***********************************. Please remember to create only one support case per issue, as creating multiple cases may delay our support centers response to you.
  
  Thank you,
  ZeniMax Media Inc.

  Customer response

  10/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  Regards,

  *************************

• Initial Complaint

  08/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I would like to bring something to your attention. Did you know that if you have ordered the physical copy of Starfield and premium edition. You do not get the 5 day earlier access as they have advertised. So Bethesda has duped us into paying and extra 40 to 50 dollars for a metal case, a patch, and a small amount of DLC. The big selling feature was the 5 day early access. I have reached out to both Bethesda and GameStop to see what is going to be done. Bethesda has not replied. GameStop confirmed what I have stated and they are unwilling to do anything. So if you want the physical copy and early access (and have paid for it) you are ****** I am deeply disappointed with Bethesda and GameStop. Which according to the definition of False Advertising is what they are both doing. I have been a supporter of EB and now GameStop for years. But it's going to end once I get my copy of Starfield. I will also be making a complaint against both GameStop and Bethesda for their business practices in regards to this.

  Business response

  09/19/2023

  Dear ***********************,
  Thank you for reaching out to us regarding your Starfield purchase. We understand that you have a concern regarding early access. Date details for Starfield have been available at ********************************************************************************** and provide information between the digital and physical versions of the game. This also includes a note for physical versions of the game purchased from retailers.
  
  If you have questions related to when you received your product, we ask that you contact your retailer of purchase for more details. If you have additional questions or concerns regarding your case, you can reopen it by replying to the last email from Customer Support, or by visiting ****************************************. Please remember to create only one support case per issue, as creating multiple cases may delay our support centers response to you.
  
  Thank you,
  ZeniMax Media Inc.
  

  Customer response

  09/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: They still have not answered the questions. All they are doing is telling me to go to this website or are blaming it on the retailer (GameStop). And GameStop was placing the blame on ZeniMax. It's the old he said, she said. This way neither of them has too take responsibility for the false advertising, and misleading their customers. They are hoping that I will just go away.  Especially now that Starfield has been out for 2 to 3 weeks. Clearly neither of these corporations cares about their customers or the advertising laws both in the USA or Canada.  
  
  Regards,
  
  ***********************
  

• Initial Complaint

  08/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bethesda software is a video game developer who made the game redfall for **** series a I purchased the digital version of redfall and on June 22 2023 I purchased downloadable content called bite back edition for 29.99 June 22, 2023 | Order number ********** As of august 24 2023 Bethesda software has yet released the bite back edition dlc with no word on when it will be released or cancelled I paid 29.99 for dlc that has not been released Bethesda took my money but never delivered the dlc content I purchased this is bad business I want my 29.99 refunded not going to pay for something this video game developer never produced

  Business response

  09/14/2023

  Dear ***********************,
  

  Thank you for reaching out to us regarding your Redfall purchase. We understand that you have a concern regarding access to the upcoming downloadable content.
  A date for the upcoming DLC has not yet been made available to the public.  However, we ask that you subscribe to our support article at ******************************************************** for future updates.
  
  If you have questions over a refund, we ask that you contact your retailer of purchase for more details. If you have additional questions or concerns regarding your case, you can reopen it by replying to the last email from Customer Support, or by visiting ****************************************. Please remember to create only one support case per issue, as creating multiple cases may delay our support centers response to you.
  

  Thank you,
  ZeniMax Media Inc.

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased something on Fallout 76 online game atom shop as advertised, and a few days later the Bethesda team is attempting to reneg on the deal and remove something that was included in my purchase. They are refusing to correct the issue and asking me to understand their refusal to return what I paid for. This is not good business practice! This is thievery! You cannot advertise something and then reneg on the deal after purchase. I included links to video captures showing that I owned the items in question. They are claiming that it was a glitch in their system, however, I distinctly remember the items being part of the bundle I purchased because it was the incentive I needed to do so. Now, they have altered the bundle in their shop and claiming Im mistaken. Im absolutely not. **************************** **************************** **************************** **************************** I also included links to video captures proving that I owned the wallpapers. It was NOT a glitch! I remember seeing the included items in the bundle, and it has been altered since. I've also included screenshots of my email correspondence. It may seem like a petty issue, but this is basically illegal for a company to do! They may have assumed they were dealing with a kid, but Im a 50 yr old man who hopes that, despite all of the other craziness in the world, that companies dont begin making a practice of stealing from their customers and then asking them to understand why they did. This was very disheartening as Ive been a longime customer/fan of their product.

  Customer response

  09/07/2023

  Actually, Bethesda/Zenimax reached out today by email and informed me that they had an error or glitch causing an item to be available without purchase, prior,, and they claim that that may be what led to the confusion. They graciously went ahead and gifted me the items which I believed to be taken from me, in order to clear up the confusion, and remain in good graces. I am satisfied with this, and Id like to withdraw any further action. I suggested to them that they be more clear about what items are included for purchase in the future, and perhaps not use items in photos that are not available. That can be quite misleading, as it was the incentive that led me to purchase in the first place. Thank you for your time and effort, but I feel that this issue has been resolved, at this time. 

• Initial Complaint

  08/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am a paying Elder Scrolls Online player via console. I have no problems playing on my console however I cannot log into the website and every answer to the security question does not work and support does not want to help me recover that account. My email is very clearly my email and has been for years. I would like help being able to log into the Elder Scrolls website or a very very thorough explanation as to why they cannot verify my identity. It is very frustrating to take the leap to being a paid member only to have support say they cannot verify my account. Thank you.

  Customer response

  08/27/2023

  Hello,

  The complaint has been resolved by the business. I am completely satisfied with the response from customer service and wish to withdraw my complaint. 

  Thank you! 

  Business response

  09/01/2023

  Dear *****************************,
  
  Thank you for reaching out to us regarding The Elder Scrolls Online. We understand that you have a concern regarding recovering access to your game account.
  In your Customer Support case with reference number *************, our Customer Support staff reset your accounts recovery information on August 10th 2023. You responded to us in that support case to confirm that your access to the account had been restored. Because your issue was resolved in this support case, we currently consider this matter resolved on our side.
  If you have additional questions or concerns regarding your case, you can reopen it by replying to the last email from Customer Support, or by visiting ****************************************** remember to create only one support case per issue, as creating multiple cases may delay our support centers response to you.
  
  Thank you,
  ZeniMax Media Inc.
  

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bethesda stated in their help section that a fallout 76 character may transfer a save between **** **** **** and *****. I was playing game on **** **** and purchased multiple extra content and invested hours into the game but due to **** **** streaming issues the game was unable unplayable a majority of the time. So after looking at the Bethesda help section I saw where it says a character may be transfer between ***** and ******** on pc (which is what I was doing, paying fallout 76 via **** **** on **** browser.) I decided to purchase fallout 76 on *****. Upon doing so I found that the games were not connected despite what was stated in the help section. They are now refusing to refund me for anything despite having to purchase multiple content twice now on top of losing days and days worth of character progression. I request a refund of anything purchased from fallout 76 Bethesda through **** **** (one month of fallout 1st and a set of 2000+ Atoms) Following are images showing that both **** and ***** are linked to Bethesda, shows me playing both games at same time on the same PC, and finally all purchases made through **** **** for fallout 76 ( all of which I’ve already repurchased so I can play via ***** where the game actually functions correctly)

  Business response

  07/20/2023

  Dear *************************,
  
  Thank you for reaching out to us regarding Fallout 76. We understand you have a concern regarding the transfer of game progression from one platform to another.
  Users who play the ** version of Fallout 76 will retain their characters, progress and items whether they play on the **** App for ******* or ***** versions of the game. However, games streamed to a web browser using the ****** service provided by **** are playing on an **** console version of the game, and progress is not transferrable between ** and console versions. As such, if you have been streaming the game to a ** instead of installing the game locally on it, your progress will not be transferrable to the ***** version.
  If you desire a refund for your purchase, you will need to reach out to **** or ***** customer support in order to refund the version of the game you no longer wish to play. We are unable to offer refunds directly for purchases made at either **** or *****.
  If you have other questions or concerns, you may open a new support case at ***************************************. Please remember to open only one support case per issue, as multiple cases may delay our support centers reply to you.
  
  Thank you,
  ZeniMax Media Inc.

  Customer response

  07/26/2023

  this outcome does nothing to compensate me for their miscommunication. 
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *************************
  

• Initial Complaint

  04/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company flagged my account for cheating in one of their games. They have given me no proof. They will not tell me what was flagged, on what day or time. I keep getting copy and pastes answers that there was a investigation and my account be stay suspended indefinitely. They have not proven anything to continue to suspend my account. I paid for services that they refuse to credit since the suspension I was not able to utilize the services I paid for. They have stolen money from me. I have done my own investigation and there are a large amount of their customers who are going or have gone through the exact same things. With the exact same experience I am having. This company is committing fraud and lying about. I want better communication and actual people who can answer my questions to properly investigate. ****************************************************************************

  Business response

  05/30/2023

  Dear ***********************,
  
  Thank you for reaching out to us regarding Fallout 76. We understand you have a concern regarding the suspension of your game service account.
  On April 6th, your account was suspended for violating our Code of Conduct. Per the Code of Conduct, which you agree to as a condition of using the game service, you agree that:
  
  You are forbidden from using any unapproved third-party applications, programs, scripts or any other game modifying mechanic used to change the game play experience on a ZeniMax game, Service, forum, or other games or services provided by ZeniMax, including the distribution of said programs via ZeniMax Services, sites, forums, communities, etc. This would include but is not limited to using or distributing speed hacks, aim bots,mouse controllers, spam bots, automated game play devices, etc. Third party applications are defined as any program, application or script written by an individual, company, corporation, or private party not employed by or contracted to perform services by ZeniMax.
  
  As it was determined that your game client was modified in unintended ways by third-party software, your account was found to be in violation of the Code of Conduct. Please be aware that simply playing Fallout 76 on a Steam Deck will not cause an account to be flagged this way.
  Per the Terms of Service, which you have also agreed to as a condition of using the game service, you agree that ZeniMax has the right to restrict, suspend, or terminate your account for any violation of the Terms of Service or its Supplemental Terms. Please review the Terms of Service in full at ***************************************************************.
  Your appeals of this decision in your Customer Support cases with reference numbers ******-******, ******-******, ******-******, ******-******,******-******, and ******-****** have been denied, and currently we consider this matter resolved on our side. Additional appeals will not be considered. If you have questions or concerns regarding a different issue, you may open a new Customer Support case at ***************************************.
  
  Thank you,
  ZeniMax Media Inc.

• Initial Complaint

  04/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 4/1/23 in the afternoon (CST) I logged on to Elder Scrolls Online and did some Jester's Festival event quests. I PICKED UP one more event quest, but did not complete it. I logged on 4/2/23 and completed the quest from the previous day, and received the customary gold event box for the first event quest completed THAT DAY. On completing your first event quest for the day, you are also supposed to receive 3 event tickets, which are an in-game currency used to purchase special cosmetic items. I did NOT receive my event tickets with my gold box. I was confused by this and did another quest just in case. I received a purple event box, but still no tickets.I contacted support within the hour and informed them of what had occurred. Attached are screenshots of the interaction. They tried to tell me that there was some weird time difference because their servers are based in Central US time, and the system is telling them I completed the quests a full day later. This was a bewildering answer, because I am ALSO in Central US time (CST). And even assuming that maybe I had just missed a day (which, I assure you, did NOT happen), that STILL doesn't explain why I wasn't awarded 3 event tickets a FULL DAY after the last time I did! I tried to explain to them how this isn't possible, they just kept insisting their records are correct.My suspicion is that they are purposefully being obtuse to avoid awarding me an item that they could potentially make me PAY for with real money. But I didn't set up an event that awards items on participation, they did. I fulfilled their requirements for rewarding the tickets, but now they don't want to acknowledge the error was on their end, and they just want me to eat the loss. This isn't fair.I am currently working towards providing more proof that I was online and had completed a quest on the 2nd of April, but I am opening this ticket in the hopes that we can just wrap up this mess before the event ends.

  Business response

  04/19/2023

  Dear *************************,
  
  Thank you for reaching out to us regarding The Elder Scrolls Online. We understand that you have a concern regarding the receipt of in-game items.

  In your Customer Support case with reference number ******-******, our support representative confirmed that the missing event tickets were added to your account in their response to you on April 3rd.Because the items in question were added to your account, and because you replied expressing your satisfaction with the resolution to your support case,we currently consider the matter resolved on our side.

  If you have additional questions or concerns regarding your support case, you may either reply to the last email you received from Customer Support or visit *********************************** to reopen your case. Please remember to only open one support case per issue, as multiple cases concerning the same issue may delay our Support Centers response to you.
  
  Thank you,
  ZeniMax Media Inc.

  Customer response

  04/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  02/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/19/2022 I switched my monthly subscription to ESO Plus to a yearly. These subscriptions come with perks such as crowns. I have not received any crowns from this since my purchase. It cost me $139.99 and I have contacted both Bethesda and ********** customer support and have only been given the run around.

  Business response

  03/17/2023

  Dear ***********************,
  
  Thank you for reaching out to us regarding The Elder Scrolls Online. We understand that you have a concern regarding the fulfillment of your annual membership benefits.

  In your Customer Support case with reference number ******-******, you were informed that the virtual currency you receive as a benefit of your annual membership is applied at the time of purchase. As a result, twelve months worth of currency was credited to your account at the time of purchase on November 19th 2022. This was communicated to you in the last reply you received from our Customer Support staff on March 5th 2023. Because you have not replied to this communication and because the virtual currency in question had been successfully credited to your account last year, we currently consider this matter resolved on our side.

  If you have additional questions regarding this issue, you may respond to the last email you received from Customer Support, or visit *********************************** and access your support case there. Please remember to only create one support case per issue, as multiple open cases regarding the same issue may delay our support centers response to you.
  
  Thank you,
  ZeniMax Media Inc.

• Initial Complaint

  02/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Zenimax ignores serious violations of their terms of service. I have previously been stalked by ****** who changed his gamertag to *********. I no longer feel safe playing the game. I even had to spend a lot of money to change my characters alliance to try and get away from him. He would still constantly teabag (a character doing their ********* into another's mouth) and using emotes to simulare having *** with your corpse. i recently asked him again to stop harassing me and he bullied me again asking things like do i intimidate you. I asked him about 20 times to stop harassing me.  He refused. I asked this to be forwarded to a supervisor seeing i had previously been stalked and harassed by him. Zenimax ignored my request. Zenimax policy is if a player harasses you you have to ask them to stop which opens you up to more harassment. They still will not do anything at this point. I have asked some players to stop teabagging me in excess of 10 times but the harassment continues. They will suspend others accounts for using emotes however. They also require you to upload videos to ******* to report people and these players follow you there and harass you on *******. Players will also bully you in zone chat because you don't teabag and threaten you and tell you to teabag. There is also lots of hate speech such as joking about being black people up and nothing is ever done about any of this. Zenimax has created an extremely toxic environment by ignoring their own code of conduct

  Business response

  03/01/2023

  Dear *******************,
  
  Thank you for reaching out to us regarding The Elder Scrolls Online. We understand you have a concern regarding an account that has potentially violated the Terms of Service.

  In your Customer Support cases with reference numbers ******-****** and ******-****** concerning the account in question, our Customer Support staff received your reports and conducted an appropriate investigation. It is not our support centers policy to disclose the outcomes of Terms of Service investigations to the reporting player, as has been communicated to you in your support cases. You have also been advised on methods to prevent offending players from communicating with you in the future. At this time, we consider the matter resolved, but if you continue to experience issues with an offending player, we encourage you to follow the same reporting process utilized in your previous support cases. The submission of screenshots or video evidence of the offending behavior will assist our support staff in their review of the incident.

  If you have other questions or concerns, you may open a new support case at ***********************************. Please remember to create only one support case per issue, as multiple cases regarding the same issue may delay our support centers response to you.
  
  Thank you,
  ZeniMax Media Inc.

  Customer response

  03/08/2023

  Again, you have created a toxic and abusive environment by not adhering to your own code of conduct.   Racist hate speech and sexual assault is rampant and common knowledge that support does nothing.     Your own supervisor rj suggests to alter the victims gamelab instead of dealing with the harasset.  Causing the victim of this behavior to miss out on alliance points and experience they earned.    The people who engage in this harassment d harassment do so knowing there will  be no real consequences and they do it again and again.   The well meaning people of this community
  knowthey will Have to just deal with hate speech,  sexual assault and all other kinds of heinous behavio r.   My complaint wasn't about those cases,  those were just a few examples.    I guess not a surprise you didn't even take the time to readv the complaint
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *******************
  

*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. ↩