Unauthorisated transaction on PSN - no refund?

LemonSocks

Hi,

I'm not sure if there is anything we can do or if anyone can advise on this? I bought my OH a PS Vita for his birthday. Shortly after I bought him £40 worth of points to spend. (Well, £35 + he had some left over from another amount I bought him on his birthday)

They hadn't been spent as of yet and we were planning on buying something today, however the wallet has been cleared.

My OH has called customer services and it's transpired that the points have been spend on a PS3 on Fifa points - we don't own a PS3 or Fifa.
They won't refund it or help in anyway because it wasn't a card transaction - we bought the points elsewhere.

I'm not really sure what we should do. They don't seem to be able/ want to unlink this PS3 from his account, and generally just seem to brushing the whole thing off.

He's asked to speak to the manager before taking it to the head office and we're awaiting a call back. However is there anything we can do and can they really just brush this off and leave us out of pocket?

Edit: The manager has called back now. They still won't do anything about it. He's essentially said that either my OH has logged into a friend's PS3 and spend the points there, or we own a PS3. Neither of which are the case of course.

He mentioned that the first representative should have taken the system no. so he could investigate the system it was spent on vs our system, but still refrained from doing so himself.

We're particularly concerned that they don't seem to be taking fraud very seriously. I understand from their privacy policy that they take down IP addresses whenever someone logs into the SEN, so I'm not sure why they don't even seem to be investigating for any fraudulent activity. The likelihood is that the transactions happened in different counties, if not different countries, and if they retain details like IP address, that should be something they can check, right?

Elle7

Did you buy a giftcard for the points? One with a scratch panel to retrieve the code?

And if so, did you load those onto his account (and therefore his account has been hacked to spend the points) or did they show as spent when you went to load them on?

LemonSocks

I bought an instant code for £35 online from CDkeys. I loaded it on myself and it was accepted. His new balance was £39.03 (£35 from the points code and £4.03 remaining from the funds I'd bought him on his birthday) This was approx 2-3 weeks ago.
I checked the transaction history today and can see that 3 transactions went out last week for Fifa 14 points, totalling £38.27 in all, and leaving him with 96p. So his account has been hacked.

Esqui

Sony did exactly the same to me. My account was hacked and my balance used to buy something (only about £3 in my case). Sony's response was that I must have given someone else my password and it was my responsibility.


Sony must have very short memories if they think that no-one can hack into PSN accounts

LemonSocks

We're going to write a letter to the head office but I'm not sure how much good it's going to do. We're also subbed to PSN plus until 2015 so that feels a bit of a waste now as we won't be using it after this.

System

LemonSocks wrote: »

We're going to write a letter to the head office but I'm not sure how much good it's going to do. We're also subbed to PSN plus until 2015 so that feels a bit of a waste now as we won't be using it after this.

Not using ps plus is a bad idea. You've paid for it and it's an excellent service with lots of free ps3 games. Not taking advantage of this when you've paid for it seems like you're punishing yourself again!

Kingsd316

log in here

https://account.sonyentertainmentnetwork.com/cam/devices/device-list.action?category=psn

and check if there is a Playstation linked to his account

sistafromanothermista

That's awful OP. Hope you get it sorted soon. Thieving little *****.

AoD

I've just had £60 fraudulently taken from my credit card after my PlayStation Account was hacked. When the person from Sony told me the only way an account could be accessed was if the password was given to someone else, I laughed at him and told him Sony didn't exactly have a good track record in keeping accounts safe. I asked him if he had anything to say to that, and the silence was deafening!!

Anyway, Sony have refused to refund me so I've raised a fraudulent activity report with Barclaycard who as always have been brilliant, and have suspended the transactions whilst they investigate.

vlad_the_impaler

Apple had a similar issue a few years ago - they had the good sense to refund. Answer = don't buy anything through the online Sony account and tell the internet what a bunch of tools Sony are. If enough do it they will suddenly 'realise' that they have a problem....

MiserablePig

Same thing happened here. £60 transaction I didn't make, and I've never logged into another PS3 in my life.

Doesn't matter what you say, Playstation have an excuse for everything (you must have given out your password, you must have logged into another PS3, your password is your responsibility, etc). They'll say anything so they can keep your money.

I've raised it with the police, and ActionFraudUK. I've told them Sony have stolen £60 from me - which to be fair, is all I know for sure. All this about someone logging into another PS3 and spending it, well - that's what Playstation support say. They could be telling me anything.

I can't believe a company like Sony can get away with this.