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.

Tuesday, 5 May 2015

I took Sony to the Small Claims Court and they settled before the court date

Taken from NeoGAF at http://www.neogaf.com/forum/showthread.php?t=938443 ...

My PSN account got hijacked yesterday. They bought GTA5 on my account and then changed the log in details. I didn't notice this had happened till today, at which point £500 had already left my account! All on PSN games by the looks of it. I've just got off the phone to my bank and cancelled my card to prevent any more charges. Tomorrow I'm going to call Sony and get my account back using the three serial numbers I have for my PS3, PS4 and Vita ...

First update:

Thanks for your recent contact regarding your Sony Entertainment Network (SEN) account.

I understand from our contact that you did not recognise some transactions on your account, and you reported these transactions as unauthorised. As these transactions were made via our online webstore, we're unable to take action against any consoles for processing this purchase. We will however investigate any devices involved where possible and take action where appropriate, however we will be unable to share details of this.

Unfortunately, as the account holder you are responsible for all use of your SEN account, including all purchases, and agree to pay for all orders placed using your SEN account. For this reason, we cannot offer a refund for these transactions - this is outlined in our Terms of Service.

As PlayStation Network has not been compromised, I can assure you that any information stored on our servers is secure. We would highly recommend that you change your account password to re-secure your account. The billing details have already been removed from your account.

For your reference, our Terms of Service can be found here.

I hope this helps, but if you have any other questions please contact PlayStation Support using the contact details below or by replying to this e-mail. Quote reference 141127-005538 and one of our team will be happy to help.

Thank you,
Called them up and they said my only option is to get my bank to do a chargeback, which will probably lead to my account being banned and maybe my consoles too.

Looks like I'm seeking legal action; I can't let £598 slide.

Second update:

I sent a lengthy formal complaint letter to Sony a couple of weeks later explaining my issue. They finally got back to me (via phone as well); they explained how I must have misunderstood their previous contact with me (in a really condescending way) and reiterated their EULA saying how it's my responsibility to keep my account secure; as there hasn't been a breach of PSN the access of my account was my responsibility. They also stated that after goods have been transferred I am not entitled to a refund after said transaction has taken place. They also insisted that they comply 100% with trading standards regulations. I had them email me to confirm they had received my complaint.

I want to take this further if I'm honest; I'll probably evaluate my options and see what I can do through the legal system.

Third update:

Good News Everyone!

I went through the small claims court and they settled before it went to court. 

I got my money back! its ridiculous that it took 6 months to get it sorted however...

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