Playstation Account Hacked - Sony not playing ball

Vanquish-Storm

Vanquish-Storm

Vanquish-Storm

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Hey all, some of you may have experienced this and might be able to offer some helpful advice.

Last Friday while I was at work I received an email saying I had purchased a game on the Playstation store. At first I thought it was a phishing email trying to get my details but after looking into it a bit more it seemed that somebody already had by details and had done a test purchase on my account to see if my payment methods were active before changing my details so I can no log in (I guess)

Luckily I had spotted the transaction and changed all my passwords immediately.

So I got in touch with Playstation Support, their initial response was "well tough" after arguing my point they said they would cancel the order and refund the money to my Playstation wallet. I was told that at their level they could not refund to cards but they would contact a supervisor to get in touch with me and they can do it but they might not. (great)

The first supervisor pretty much just said no its against our terms and conditions to refund to a payment card.

I don't want the money in a Playstation wallet I have no need for it to be there, When I said I would do a chargeback they threatened to ban by account and console. How can I get my money back into my bank?

TLDR:
Hacked
Money but it playstation wallet
I want refund but chargeback will result in banned Playstation
????
 
Unless your prepared to fight the case for months I'd just take it back in the wallet unless you can't afford it, I know few people who did charge backs lost account and took another month or so to get it back. Even if you cancel pre-order they won't give it back to your card.

There not the best at the hacks that occur but if you haven't all ready get two step verification on.
 
how much is it? if it's less than £100 just keep it for games.

if it's £300-£500 then deffo chargeback and if the console gets banned. trade it into game/cex. i wouldn't bother wasting my time with sony support.

inbetween £100-£300 i'd keep pestering sony support.

really depends on the amount tbh.
 
Do you have playstation plus? The money could just sit there and pay for that at renewal time.
 
Its not a large amount like I say I managed to change my details before any further transactions were made but its the principle really. If the money in the wallet was any use I would most likely keep it but I really have no need for it.

If I do the chargeback and they ban the console would game or anyone test that? I would swap it for an xbox (That will show them!)

@Mark1989 - How do i turn on 2 step? I will google that.

I didn't think they could refund anything as store credit anyway.
 
Vanquish-Storm said:
Its not a large amount like I say I managed to change my details before any further transactions were made but its the principle really. If the money in the wallet was any use I would most likely keep it but I really have no need for it.

If I do the chargeback and they ban the console would game or anyone test that? I would swap it for an xbox (That will show them!)

@Mark1989 - How do i turn on 2 step? I will google that.

I didn't think they could refund anything as store credit anyway.
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Link is here https://www.playstation.com/en-us/account-security/2-step-verification/ I do it on any website that offers but especially do it for pan there security is lax it seems.
 
Feels **** poor that they can't refund your card.

Then they threaten to ban your account and console? That's even worse.
 
Mark1989 said:
Link is here https://www.playstation.com/en-us/account-security/2-step-verification/ I do it on any website that offers but especially do it for pan there security is lax it seems.
Click to expand...

Thanks I will get that on just in case.

McBain said:
Feels **** poor that they can't refund your card.

Then they threaten to ban your account and console? That's even worse.
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Tell me about it - I think they are circumventing the consumer rights act by selling you "credit" and not the game.

They said it was not a threat but it certainly sounded like it to me.

KraniX said:
Have you tried pestering them on Facebook/Twitter? Quite often you'll get a better resolution if it's a bit more public.
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I tried twitter and they ignored my first few tweets then all I got from them was "I am sorry but as already stated we are not able to revert this purchase to your card"

I am waiting for a supervisor to ring me back now.
 
Interesting reading - http://www.eurogamer.net/articles/2...-hows-sonys-digital-refund-policy-working-out

"In relation to your question about whether our stance has changed with regard to the process applied to the allegations of unauthorised account use, we underwent a full review in 2015 and, as such, if a customer is found to have been victim of internet fraud, we now offer a full refund to their payment source."
 
KraniX said:
Interesting reading - http://www.eurogamer.net/articles/2...-hows-sonys-digital-refund-policy-working-out

"In relation to your question about whether our stance has changed with regard to the process applied to the allegations of unauthorised account use, we underwent a full review in 2015 and, as such, if a customer is found to have been victim of internet fraud, we now offer a full refund to their payment source."
Click to expand...
It can be done but customers still have a fight to get sony to actually do it, that's why if it's a small amount 5-10 it's probably not worth the hassle and constant email/Phone calls
 
KraniX said:
Interesting reading - http://www.eurogamer.net/articles/2...-hows-sonys-digital-refund-policy-working-out

"In relation to your question about whether our stance has changed with regard to the process applied to the allegations of unauthorised account use, we underwent a full review in 2015 and, as such, if a customer is found to have been victim of internet fraud, we now offer a full refund to their payment source."
Click to expand...

The problem is they are saying it was done on my PlayStation (after I stupidly read out the serial before asking what serial they had down) even though no body was home at that time and nothing was actually downloaded on my PlayStation
 
Vanquish-Storm said:
The problem is they are saying it was done on my PlayStation (after I stupidly read out the serial before asking what serial they had down) even though no body was home at that time and nothing was actually downloaded on my PlayStation
Click to expand...

They will be able to tell whether the transaction came from a console or the web store, so that's strange unless they're outright lying.

They absolutely will refund to your card if you speak with them. Someone has made an fraudulent transaction on your account. There are plenty of examples of them doing this if you search Google.

If you charge back they won't ban the console, they will ban your PSN account.
 
andshrew said:
They will be able to tell whether the transaction came from a console or the web store, so that's strange unless they're outright lying.

They absolutely will refund to your card if you speak with them. Someone has made an fraudulent transaction on your account. There are plenty of examples of them doing this if you search Google.

If you charge back they won't ban the console, they will ban your PSN account.
Click to expand...

That would mean their first line support are outright blatantly lying to me then. From all the examples I have seen online (some tech journalists) support always state well it was on your PlayStation so it's your fault.
 
I had this happen to me. They ended up spending £80 on FIFA Points. Sony didn't want to know and I also read about being banned if issuing a chargeback.

I reported my crime here:

http://www.actionfraud.police.uk/

Didn't think any more about it. Just thought it was nice to have it logged on their database etc.

Few months later I received a refund from Sony.
 
Fed up of reading about people getting hacked because they're not using 2-step verification. Heartless. But true.
 
ic1male said:
Fed up of reading about people getting hacked because they're not using 2-step verification. Heartless. But true.
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No one is forcing you to read pal. 2-step isn't entirely secure - especially when you can just contact Sony on the phone and have them change all the information anyway.

Back on track...

I did not get a call back from a "supervisor" as promised yesterday but because I had emailed the CEO someone from his escalation team called me today.

They are still adamant that it was me that did it but because I am a long standing customer of Playstation and have never had issued before he has refunded the money it will take 30 days.
 
I had simular happen to me. Sony just messed about and wouldnt pay so I rang my bank (Lloyds) who paid me back instantly and said they'd get the money back from Sony. It was only £60, someone bought something to do with Fifa with it. Never played Fifa since road to world cup 98!
 
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