This site collects stories from people with experience of Sony's customer services. It was inspired by the continuing tales in this thread on RLLMUK, from which some stories are taken.

If you have a similar story, please get in touch! We hope that collecting these stories will help Sony to realise that their awful approach to digital accounts, customer service and denial of standard rights is hurting their business. None of the major video games news sites seem to be interested for some reason!

Note that we will not take anonymous submissions, and submitters remain responsible for the factual accuracy of their stories.

Saturday, 14 March 2015

A hacker stole $600 from my credit card, and Sony told me they will refund $150 at most

From Reddit:

On the morning of the 26th of February, I received an e-mail saying that the e-mail address associated with my PSN account has been changed. Having requested no such change, I began to panic and checked to see what was up. Sure enough, I could not log in to my account. It seems that someone else had managed to get in and lock the door behind them. I immediately hopped over to my bank account website and found that a total of $570 had been spent on FIFA points in FIFA '15.

I called up Sony customer support and requested that control of my account be returned to me, which they did. Sony was quite helpful, and the process was painless. I asked about having the fraudulent purchases revoked, and the Sony representative said that the charges could not be cancelled on his end, but I could cancel the charges at my bank by filing a fraudulent purchase claim and I should not be charged for those purchases.

Fair enough. I did as I was instructed and the total amount was returned to my bank account. I was hoping that would be the end of the story.

Today I found that my PSN account had been blocked or temporarily suspended. Upon calling customer support and speaking with two different people, I found that Sony is locking me out of my account until the full amount, $570, has been paid.

I explained that this was a fraudulent purchase made by someone who had hacked into my account. I had never given my username or password to anyone. They did not budge on their position, though. Sony is holding my account hostage until I pay their ransom.

I have been a member of PlayStation Network for years, and I have made hundreds of dollars of purchases over the PlayStation Network, and Sony is locking me out of all of the digital content that I have earned. The only other option I have is to start a new account, which essentially mean surrendering all of the digital content (including 300+ full games) that I have paid for over the years, not to mention my still-active PS+ membership. On top of that, opening a new account means resetting all of my save games, trophies, DLC.

I don't know what to do anymore. I have tried elevating this issue as high as I can, but Sony is still denying me access to the content that I have purchased from them. I just wanted to share my experience in case anyone else has been similarly extorted by one of the major corporations.
I am a graduate student who doesn't have an extra $600 to throw at this problem to make it go away. My PlayStation systems have been great comforts during my times of stress. I am devastated that these have been taken away from me by a company that I have supported for years.

[Note: being Reddit, this has been picked up by a couple of other website - see http://consumerist.com/2015/03/12/playstation-network-users-report-hacked-accounts-terrible-options-from-sony/ and http://www.bitterwallet.com/playstation-doesnt-do-much-for-you-if-youve-been-hacked/84008. The user got it resolved in the end, after weeks of complaining and discussions with the legal teams.  This is not something paying customers should have to go through!]

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