PlayStation America — Attraction in San Mateo

Absolutely horrible..

People within the game I am playing are being emboldened by the lack of support and are simply Manufacturing situations that allow them to misuse terms of service by claiming that others are doing the same thing..

ADDITION.. FRI JAN29 2021.

I have recently had my account hacked and within the time the individual had account access they purchased around $130 of AAA content with the linked account/card #..

I never received any notification to change any information on behalf of the account due to the initial intrusion and resulting acquisition of my account..

I contacted PS support and notified them of the hack and the purchased content and regained access through simple steps of verification..

Before ending the phone call I asked the representative what I needed to do to get the illegally purchased content off of my account and that the banking card that was used to purchase the content was canceled to prevent further access and missuse and was told "VERY CONFIDENTLY" that it would be taken care of..

It wasn't..

Its now months after the incident and yesterday night my playstation network account and access to my content ENTIRELY was banned at 4:00 AM without any prior notification or attempts of remediation..

The reason for the ban is that my account was struck for having multiple instances of "Chargebacks" resulting from the cancelation of the bank cards during the unauthorized and "COMPLETELY UNOBSTRUCTED" access of my account which has never been shared or exposed to anyone EVER..

This is negligence..

The fact that I can say I was extorted and then disciplined for that extortion by the mechanism entirely responsible for preventing that initial extortion is completely astonishing and has left me with a fraction of the trust and overall continuity in purchased downloadable content and connecting important financial information within my account to automate subscriptions and quickly aquire developed content..

I refuse to fill out forms or begin petitioning through the methods suggested formally as it would admit or imply guilt of prosses and I am still trying to speak to someone to resolve it..

Im posting this just in case it can be corroborated by other people and potentially linked to a trend as it was right around the holidays and the content was suspiciously focused to blockbuster legacy titles expected to sell over the holiday season..

It is likely the access was granted through exploitation of firmware recently introduced bringing PS5 into the overall ecosystem as the individual was granted access without any of the prerequisite user verification and redundancies that prevent such access..

Regrettably.. a lifetime playstation customer...

I wish I could click zero stars. Sony offers the worst customer service available on Earth for any company. No communication exists between the different Sony departments whatsoever.

Playstation Safety representatives are uneducated, braindead people, that administer punishment without understanding the context of a problem (ban the victim, not the instigator), and they restrict access to thousands of dollars worth of products a person purchased. Oh, and you can't contact them using any method, no communication whatsoever. Example: The online form for appealing a temporary suspension redirects you to a nice 404 page not found.

I feel bad for the powerless customer service representatives that handle user requests. Since no communication exists between the different Sony departments, many customers are robbed of thousands of dollars worth of assets by an uneducated individual that doesn't understand the context of the problem they are managing.

Again this company offers the worst customer service available on Earth. A lot of research is necessary if we wanna fight back legally against this company, I'll do whatever I can.

For the educated readers, I propose a solution: Don't restrict access to purchases, restrict communication between the players.

I also wish I could help you upgrade your rating, 1.7/5.0 is not a pass. You need an Expert...

This review is just for the customer service experience for repairs. Once you pay for your console to be serviced expect no communication. You have to go through very long wait times via their phone line to get any answers and there is no email communication so you just have to take their word for it. That being said I was told once my payment was processed I would receive an email confirmation with instructions for a box and shipping label to be sent to me to send my console in. As expected this never happened and my bank processed the payment 4 days ago. So unfortunately I called again with another 30min wait time and was told now I have to wait up to 14 days to receive my box in the mail. I wanted an email or receipt or something other than this guys word that this is what would happen and he could only say this was not possible. Excuse me, but if you pay for something it should legally be our right to obtain a record or some commitment to your customers. I love everything else about PlayStation and Sony products but, this department needs work. Update In the end I got a replacement Console, but still couldn't help feeling like the whole process could use big...