PSN, Fraud and Refunds

hodgy100

hi Just posting on here to ask for some advice on a pretty serious (for me atleast) issue I'm experiencing with sony.

At the end of last November someone got into my PlayStation account and made multiple charges on my card totalling £598. I ofcourse informed the bank as soon as possible and they cancelled the card. I also informed sony and they got me my account back.

I then entered a very long laborious process of applying for a refund for these charges through Sony. I provided them with console serial numbers, proof of purchase and ID all in an effort to verify myself and prove that these charges are fraudulent. SO a couple of weeks ago (5-6 weeks after taking out the complaint in the first place) now after many phone calls of badgering I received their verdict.

I am not eligible to a refund supposedly as in their T&C's it says that any purchase made through my account is automatically a contract between them and myself to pay said amount.

They told me my only option if I want my money back is to do a chargeback through my bank but they will then ban my account and may also blacklist my consoles. This is not an option for me as I easily have £5-600 in playstation hardware as well as a very old account that likely exceeds £600 in value too.

I am now in the process of writing a formal letter of complaint to sony about this matter. Does anyone here have any advice I can follow?

CKhalvashi

Ask for details of the device the finds were added with, and for what.

http://legaldoc.dl.playstation.net/ps3-eula/psn/e/e_tosua_en.html?%3FNetwork-TERMS-OF-SERVICE-AND-USER-AGREEMENT/

Section 6.9 would be applicable here, and if noone in the house knows about this being added, then IMO a refund would be required by law.

Krojan

I had a similar experience about six months ago, someone purchased FIFA 14 coins using my sony playstation account at the early hours of the morning (I was asleep). Rang the bank to block the card and Sony, bank initially refunded. Sony tried the above line with me however I pointed out to them that they can actually access my account and see I've never played said game, never been on the console at said hour of the night AND they were aware of this fraudulent hacking of peoples accounts (It's a common occurance, just have to google it) AND that their network is regularly compromised AND the IP address that accessed my account was likely not even in the same country how can they have the gall to say I'm at fault or liable... and they backed down eventually!

Since then I've never used, and will never use, my credit/debit card details on their consoles for my account, I only purchase the wallet top-ups. I'd recommend fighting them every step of the way.

RichL74

Dont back down.

Might seem like David vs Goliath, but fight them every way you can.

Go to the press if needs be / Watchdog anywhere we you can get yourself heard more.

hodgy100

Sorry for the lack of updates:

after sending a formal complaint letter I received a phone call from sony re-iterating why they were refusing a refund.

I have just filed a small claims court claim citing the Unfair Contract Terms Act and Consumer Contract rights. Hopefully things start going my way.

Viberduo

Not the same but with me they banned my console and account claiming I was hacking despite at the time having had my PSN account since 2008(5 and a half years basically) they provided me no proof of hacking just said "we have proof you were hacking and we dont have to tell you what" Only thing was I just bought a used console as broke my 5 and a half year old one when moving and had a lot of lag and disconnections.

I wouldn't of worried but had about £400 of games on the account and console itself was banned.

zangana

Similar thing has just happened to me. My PSN account was hacked and two games purchased for £100. Changed my password etc and contacted PSN. After a week and checking serial numbers and IP addresses, they confirmed that this was an "unauthorised purchase", but are refusing to give me a refund. I did not have credit or debit card details stored as I just don't trust them, but they used my PSN pre-paid credit. Can't believe Sony is happy to profit from fraud like this. For all we know, Sony are the ones hacking everyone?!? I've now reported it to the police, but I doubt that will go far. Legal action looks inevitable. Such a shame Sony treats its customers so badly. Disgusted.

pontyslapper

I'm another victim of Sony's arrogance regarding their systems being like an open door.


I got tucked on 19th March for £53.63 on a stored CC (yes I know now!!).


The little scum bucket bought a game that won't even run on the console I own. Transaction went through while I was asleep and console was turned off.


Just had the Sony brush off email, and have requested the forms for a chargeback with NatWest. Their fraud chap said they get many calls each day for this.

Kunfuslippers

and people wonder why SONY are millions in debt with many different things. The reason they're refusing to repay people is probably because they need ever £/$ they can get their hands on to survive as a company.

my friend had someone use his CC details and the other person spent over £720 on games and fifa points etc and SONY flat out refused to repay a single penny of what he was owed. this was about a year ago. He took them to small claims court and because in SONY's T&C's "Any purchases on the users account is the sle responsibility of the user, SONY take no responsibility over purchases on consoles and offer no refunds" SONY won...

As you can imagine thats not the exact wording but you get the drift.

fozmcfc

I removed my card from the service, as I don't think they can be trusted.

While looking at my account details, I realised that I was signed up for their music unlimited service and was going to be charged, until cancelled.

I swear I never signed up for any free month trial.

I do feel sorry for people, where it is clear that purchases made, haven't been made by the person. I must admit, I'm not sure how these things pan out, but surely Sony should be forced to provide details such as I.P addresses and console ID's etc....to prove the purchase was not fraud.

Kunfuslippers

fozmcfc wrote: »

I must admit, I'm not sure how these things pan out, but surely Sony should be forced to provide details such as I.P addresses and console ID's etc....to prove the purchase was not fraud.

Even if they did prove it to be fraud, it's the "users" problem not SONY's as they've put it in their T&C's that they basically don't care and they wouldn't refund it anyway.

It is Horrendous that a company can take advantage of fraud and stealing in such a way. Personally i can't wait for mr Gates to slap that offer on the table (again) and put SONY out of their misery as a failure of a company.

Don't get me wrong, SONY used to be awesome. But when they became all about the money and not the consumer, I lost all faith in them as a company.