Sony Account Hacked and Sony not helpful at all!

HD444

Very upset with Sony at the moment, had my account hacked over a week ago with someone buying a game on a PS4 (which I do not own).

Just received this message from Sony:

"In relation to the transactions you recently flagged as unauthorised. It appears that another console has made these transactions, but unfortunately as all SEN account activity is the responsibility of the account holder we are unable to offer a refund on this occasion."

I hardly use this account, have not accessed it online except in this case to now delete my bank details and change the password. When I first contacted Sony I had to wait 50 minutes before anyone picked up the phone, they could then not do anything on the day. Waited another 30 minutes on the phone a few days later to find out what was going on, and was just told to wait longer.

Really annoyed about this, I don't own a PS4, but someone has logged into my account and tied theirs to mine to buy the game. I have left the console tied to my account at the moment as I thought it might help them find out who bought the game, or they would be able to deactivate it. But now after waiting a week I get this email from them, basically saying it's my fault and they will not refund what someone else fraudulently bought on my account, as far as I am concerned it's their security that should be scrutinised.
I have already had to cancel my credit card over this, and I don't really want to keep waiting in a 50 minute queue to even talk to someone, especially as I am calling from a mobile.

Anyone have any suggestions on what I can do? Thank you.

RockPaperScissors

I don't really have anything of much use to add (I'm sure someone will be along soon who does) but you could try emailing a CEO address direct? Not everyone enjoys doing it but it's worked for me in the past with getting issues resolved.

HD444

Hi RockPaperScissors, thanks for the reply.

Yeah I was considering doing that, someone else suggested it. Seems a bit drastic, but maybe not in this case, shame it has to come to that. What did you say, something similar to my original post but a little more formal?

Esqui

Same happened to me - they were no help. Apparently it was my fault for putting my card details on the account and allowing purchases.


No, really.

HD444

Shocking! Did you manage to resolve it Esqui?

JamesN

If it's fraudulent, can't you chat with your bank? I assume they may be able to do something.

HD444

JamesN, yeah I'm going to my bank on Tuesday to sort out my card. I am going to say that, but not sure how it works as the Sony account is mine and I registered the card on it, can I say that that single charge was fraudulent?

Esqui

HD444 wrote: »

Shocking! Did you manage to resolve it Esqui?

I did not. I changed my account password, and just gave up. Although the purchase was only for about £7...I imagine yours must have been quite a bit more

visidigi

question. Was the password on your sony account the same password you use on others?

Just curious...

HD444

I don't think so. I sent an email to the CEO today, so I'll have to see if I actually get a reply.

visidigi

HD444 wrote: »

Possibly, but I don't think so, there are a number of passwords I use and I usually change them over time.
I sent an email to the CEO today, so I'll have to see if I actually get a reply.

The reason why I ask...is they could have got your details from another site/product. And then used this to login to your Sony account.

You need to be careful saying your account is hacked and blaming Sony. Its a good chance the blame lies closer to home...unfortunately.