SEN wallet - refund refused

raisin78

Hi all. I've never posted before but am so angry that I need to share....

My 13 year old son has added £120 to his SEN wallet by accident. He has a habit of adding games to a shopping basket (eg on Amazon) to store details so that he can show us games that he would like for future purchases on birthdays etc. He did the same on SEN, never intending to actually buy the games. However, when he recently wanted to buy an add-on to his Call of Duty game, costing £1.69, he went through the process without understanding that the fact that there were games in his basket would mean that the SEN wallet would be increased by that amount – in this case £120.00.
He has since bought two small items (costing £1.69 each), however we don't intend to use the remaining amount of £116.62 to purchase any SEN products. I have specifically requested SEN to return this amount to me but they have refused, citing their Terms of Service “You are not entitled to a refund of funds added to your SEN wallet unless required by law”.
I am about to send them a long letter about unfair contract terms, and if they don't give me my money back I do intend to sue them. However having looked online there doesn't seem to be many success stories for this problem.
I wondered if anyone on here has come across this with SEN and was successful in getting your money back?
thanks in advance!
raisin

raisin78

Update.

I didn't get any response from Sony to a formal letter before claim sent to their head office, so I issued a court claim using Money Claim Online. They then refunded me the amount as they agreed that it was added to the wallet in error (which I will take as an admission that their terms and conditions relating to not giving refunds "unless required by law" was unsupportable), plus my court fee.

So if anyone else has the same issue you will know what to do.
raisin78

fridgeracer

and the moral of the story is: clean browser history.

had it been cleaned the basket items would have probably been removed and empty at the time.

there's also a better way to organise this, with the use of wishlists. amazon has a wishlist section and SEN does not, but almost everything on amazon is always going to be cheaper than buying anything off SEN so i would recommend to use just that.

mije1983

raisin78 wrote: »

I will take as an admission that their terms and conditions relating to not giving refunds "unless required by law" was unsupportable

Or, in fact, was spot on! If they felt they would lose the claim, then they would be required by law to refund you

Glad you got it sorted, but I hope you have warned your son against this practice in future as you don't want to be having to go through this again!

raisin78

Thanks for the replies - lesson well and truly learned!