Help understanding PS4 Acct Freeze

sp7112

Hi,
I am posting as I am not a gamer, but my 12 year old son is, and we need some help. I feel like this is a very unfair situation, but do not know where to start.
My son downloaded an add on to a game, when he tried to play on it, it did not work properly, he asked for a refund for the add on, it was £8. This happened over the course of about three hours, as the add on had to download first.
A refund was processed back to my credit card and then his account was frozen by Playstation. He tried FAQ and going online but didn't know why his account was frozen, never happened before.Left it for about ten days, still frozen.
Upon calling them to get it unfrozen, I am told refunding a game is against their terms and conditions, ( I understand if he had played with it for a few days then decided against it) and my son should have called them when the game add on did not work.
Ok, thats our fault we didn't know, however the account will only be unfrozen when we pay for the game and re-download it again. Since the entire account is frozen he cannot play any other games, his PS4 is in effect useless.
I have two issues, firstly to me this is daylight robbery, secondly why refund the game if we were going to have to pay for it anyway?
Any insight or help would be appreciated, I am not familiar with these set ups, but to me it seems like bribery.
Many thanks

DCFC79

sp7112 wrote: »

Hi,
I am posting as I am not a gamer, but my 12 year old son is, and we need some help. I feel like this is a very unfair situation, but do not know where to start.
My son downloaded an add on to a game, when he tried to play on it, it did not work properly, he asked for a refund for the add on, it was £8. This happened over the course of about three hours, as the add on had to download first.
A refund was processed back to my credit card and then his account was frozen by Playstation. He tried FAQ and going online but didn't know why his account was frozen, never happened before.Left it for about ten days, still frozen.
Upon calling them to get it unfrozen, I am told refunding a game is against their terms and conditions, ( I understand if he had played with it for a few days then decided against it) and my son should have called them when the game add on did not work.
Ok, thats our fault we didn't know, however the account will only be unfrozen when we pay for the game and re-download it again. Since the entire account is frozen he cannot play any other games, his PS4 is in effect useless.
I have two issues, firstly to me this is daylight robbery, secondly why refund the game if we were going to have to pay for it anyway?
Any insight or help would be appreciated, I am not familiar with these set ups, but to me it seems like bribery.
Many thanks

I agree it sounds odd to do a refund if refunds are against the terms and conditions.

What was wrong with the add on ?

Having credit card details stored on the console could be a nightmare for you, id remove the details asap if it were me.

billywhizz

How was the refund processed, sounds like they think it was a credit card claim back, rather than them. if it was Sony that refunded the money I'd pursue them again, get the email confirming the refund from them and ask them to sort it out. If not you may have to swallow the eight pound charge and move on, Sony are particularly bad at customer service.