PlayStation doesn't do much for you if you've been hacked

13 March 2015

playstation-network You'd think, what with Sony's PlayStation being a thoroughly modern company that deals with all things online and such, would help out their customers in the event of a hack.

Well, that's been questioned after one PS4 owner had some problems.

A Reddit user named Kadjer had their account hacked, with $600 worth of content bought through his account. In addition to all that, their console had been unlinked from their PSN account and replaced with a different one.

What was PlayStation's solution? Well, depressingly, they apparently have a maximum refund policy of a paltry $150, which is offered as PSN credit, rather than cash in the bank.

Have you spotted the problem with this? Seeing as the customer is locked out of their account, they can't even use the PSN credit. It doesn't stop there either - if they decide to challenge the illicit purchases with his bank, Sony has stated that they will ban his PSN account and erase his licenses, which means he'll lose everything, forever.

"As the transactions came in, one-by-one, it became immediately clear that my account had been hacked. I immediately logged into PSN and removed my card from the account, changed my email and password, and simultaneously launched support chats with both Sony and my bank,"  Kadjer explains.

"My account will not be able to activate a new system for six months, per Sony policy. I'm completely locked out of my own account until that date. I then asked about what would happen if I got my bank to reverse the charges, and he informed me that it would result in a banned account. I asked if there would be any way to restore my purchases, and he told me that there would not be."

"Absolutely furious. Change your passwords, everyone. Better yet, don't have your credit card on file with Sony - if something were to happen, you won't be taken care of."

Sony, dropping the ball again.

TOPICS:   Games   Complaints


  • Liam
    Considering the number of times Sony have been hacked themselves targetting PSN and their user accounts, you would think Sony would be more sympathetic.
  • BoredAndLooney
    Yeah, took my card of MS long ago, not removed it from PSN yet, it was very convient, think its time for it to go. Thing is they lose more as users turn to buy top cards instead - which in turn they recieve less money from.
  • DrJogalog
    How does his account get 'hacked'? A fault on his behalf or due to Sony's neglect in security? Depending on which, the result in different outcomes.
  • Mark
    This is the response I got from the very unhelpful Sony Playstation Guys after someone used my account to purchase Fifa products. What a bunch of unhelpful, greedy, tools..... Talked to them several times, apparently it's my fault!!!! Even through they found the console responsible and confirms it was not mine, also knowing that I have never used or installed the Fifa game ever. Then stated I was asking for a refund? I always thought you needed to knowingly purchase a product to have a refund? Maybe it's my mistake.... THE FIRST RESPONSE: Thanks for your call to PlayStation Support about your Sony Entertainment Network (SEN) account. In relation to the transactions you recently flagged as unauthorised, our investigation concluded that the serial number of the console on which these transactions were made does not match the serial number of the console you provided to us on your original call. Regrettably, as stated in the PlayStation Network Terms of Service, we are unable to offer a refund for purchases made on PlayStation Store unless the content is found to be defective. We have taken the appropriate action against the console which made the purchase but unfortunately we cannot share the details of this console with you for security purposes. If you are concerned about other people having access to your account we would recommend immediately changing your account password to re-secure your account. I would also recommend you enable [Require Password at Checkout] which can be done either on your console under [PSN] > [Account Management] or on the account management area of the SEN website by clicking [Account] then [Wallet]. For your reference, our Terms of Service can be found here. If you have any other questions please contact PlayStation Support using the contact details below or by replying to this e-mail. Quote XXXXXXX and one of our team will be happy to help you. Thanks, Jamie Management Team / Product Specialist PlayStation Support SECOND RESPONSE: Thanks a lot for your email First of all the message is not automated what my college wrote to you, they look a bit different. Further, what was replied to you came back as escalation response, cause we took your case serious as any other case too. There for that is the final statement on that issue I can give to you. I am sorry for that 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. Thank you Sincerely Sven PlayStation Support I did contact via telephone again but they continued to say it was my fault due to me either giving someone my user name or password, using it on another website? GREAT SERVICE SONY - WILL BE SURE TO PURCHASE ANOTHER SONY PRODUCT. NOT!!!!!!!
  • HN
    I don't know why people are surprised that Sony won't help them if their accounts are hacked...they won't help their own clients when their system glitches and bills them multiple times for a single purchase. I had my PSN account renewed only their system said the store had an error and the transaction failed and it needed to try again. Only in reality it was charging my credit card each time it supposedly failed. Their site clearly states all sales are final EXCEPT double billings of which they will gladly refund. I get told, no refunds and in fact they want to run the multiple one year PSN subscriptions all at the same time so they still just end in one year. After point out their policy they get back to me and say they will consider a refund and after a few days they email me saying that only by their generosity and goodwill will they refund me. Only they didn't after waiting the 4 weeks for it to appear on my credit card as they promised they just credited me and said I have to go through the process again. It's ridiculous to treat a client that way and honestly borderlines on fraud when they do unauthorized transactions themselves because of their glitchy store (and even admit that their store often does this) and then make it incredibly difficult to even contact them and even more difficult to actually get the refund they state in their online policy that I qualify for. Never seen such a lack of integrity. I've been waiting weeks and still nothing so I've filed a claim that Sony filed fraudulent claims on my credit card. That at least is making headway but nothing yet. Once I get the refund the PS3 is going out the door and I don't think I can sell or give it away as then I'm putting that person at the same risk that all Sony's customers are currently at. Might end up getting burned up on youtube as a warning to other future Sony PS owners.

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