They essentially stole money from me by charging me for a game without my consent. My account hadn't been compromised, I'm the only one with access to both it and my console. I got an email receipt as soon as they did this and I contacted customer support within minutes to get them to refund me because I most certainly did not want Outlast and I was not willing to let them just pocket the £16.
I had to guide one person to do her job and she became rude and unwilling to help after disappearing for 10 minutes, I got someone higher up in customer support to phone me and he was rude and yelled down the phone about how PSN is infallible and how no issues of any sort can occur because they're all accounted for. He didn't let me get a word in until I insisted on being able to speak and then he outright called me a liar without using the direct words before hanging up on me. I've nothing to gain by being rude and customer support tends to only go well if you're nice so I was polite throughout. I don't get how a company like this can have such hostile customer support.
They only offered any type of compensation when they realised I wasn't going away after contacting the director of public relations (or something like that). Their apology was not to offer me a refund it was ... sending me a code for 1 month of PS Plus. Oh and they sent me a used code. Brilliant. When I sent an email about that ... no reply. My 2 follow ups, a week or so apart likewise received no reply.
About 8 months or so later I receive an email from customer support offering £10 credit as a goodwill gesture for what I had to put up with and the person who sent it just needed to phone me to confirm my details. She phoned me and surprised me by being very polite and actually putting the credit on my account. I'm convinced she was an intern made to go through old emails noone else wanted to touch.
This took around a year total to get anything sorted and I didn't even get the desired result. Simply the best one I was able to get in the end. That's unacceptable. They're an awful company if your issue isn't directly covered by a warranty and will avoid responsibility if they think they can get away with it. It's not just the UK support either, I've read a heck of a lot of similar stories from the US.
As an extra note, the only reason I didn't issue a chargeback is because I knew they'd ban my PSN account and I'd lose access to my other purchases.
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!
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