PS4 v Xbox One ? - PS Support is shit

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PS4 v Xbox One ? - PS Support is shit

Postby UnclEvl » Tue Dec 13, 2016 11:36 am

Still considering between Xbox and PS4?
Lets face it, there are fanboys and naysayers of both and each has their pros & cons – but all in all, there isn’t a lot to choose between them really.
Let me offer another perspective beyond the actual machines – Support – in my experience, Playstation’s is abysmal.
For the most part, you will need an online account to get the most from your console – even if you don’t plan to play online a lot, so much game content is accessed online that you’ll need it.
So what happens when that goes wrong – can you get it sorted?

Here’s my experience.

Had an original Xbox and 360 for years. Never had a single issue. Sure, I had ‘red ring of death’ twice with my 360, but both times it was replaced quickly and efficiently, postage and relatively hassle free.

Had a PS4 for just over a year.
End of September 2016 I noticed a couple of charges come through on my PS account I had not made.
I called PS Support – told them about the charges and was told, ‘oh yeah, we can see your account has been compromised’.
These charges had been made about 48 hours before I called them – so if they knew my account had been compromised, why hadn’t they made any proactive attempt to contact me?
[Apparently I should not be surprised by this. PS accounts have reportedly suffered widespread hacking several times before. Sure, they have introduced 2 step verification now, finally].
I was told my account had a security lock on it that would take some days to investigate and clear – but I was told not to worry because the money charged was in my PS Wallet; (bearing in mind that once its in the PS Wallet you cannot get it back out – you can only spend it on PS items).
I asked for the money to be refunded to my Paypal account from where it came and was told that would take longer to arrange and was give the distinct impression it might not be possible (wtf?!).

[I also informed Paypal and my credit card company of the unauthorized charges, in cases there was any knock-on effect. My credit card company were great, refunding the money to me and issuing me a new card, before claiming the money back from Paypal.
With a few calls and a bit of effort I even managed to get the issue sorted with Paypal and the security restriction lifted from the Paypal account. – but understandably, Paypal want their money back from Sony].


It is now over 2 months later and my account is still locked and the money has still not been refunded to my Paypal account.
I have supplied all the information PS Support team have asked for.
At one point I was told I could reaccess my account if I changed the password, but that didn’t work.
I was also told they had tried to refund the money to Paypal, but for some reason were not able to do so, but would try again.

Lately I have been told there is again a security lock on my account because Paypal made a Charge back to them – why would they do this as they already have the case number and all related information.
[Apparently I should not be surprised by this either. Forums are full of people reporting where Sony have security locked their account under similar circumstances, never to unlock it so that person loses all the associated gaming data].

So thanks to Matteo, Ashlea, Aramis, Campbell, Hana and Steve the Supervisor at Playstation Support for proving to be as useful as a chocolate teapot – over 2 months on and I seem no further forward to getting the issue resolved.

If it has happened to me, then I am sure it has happened to others as well.

I wish I’d stuck with the Xbox and bought a One instead. :(

Update: So I was finally told an 'agent' was investigating my case.
My joy was shortlived when I got a message a few days later saying that the security breach was all my fault after all, but my money was safe in my PSwallet as discussed.
What absolute bs.
They already told my account had been hacked and sub accounts created against which the authorised charges where made.
Basically, they are keeping my money.
It'd be funny if it wasn't so insulting that they think they can just get away with this, (which the probably can).
For jumbo fun, get yerself a (all new downloadable pdf) Strap-On at http://www.frothersunite.com/files/UnclEvl/Lab/
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Re: PS4 v Xbox One ? - PS Support is shit

Postby UnclEvl » Tue Dec 13, 2016 11:55 am

From: PlayStation Support <help@uk.playstation.com>
Sent: 27 September 2016 11:50
Subject: Your Sony Entertainment Network Query [Incident: ######-######]
Hi Marc,
Thanks for speaking with me earlier today.

As per our call, we would need you to provide us the serial number of your consoles.

When you send us the serial number, don't forget to quote ######-######, it is your reference number.

As soon as you provide us this details, we will look into your query.

Thanks!

Player Support Specialist
PlayStation Support



Sent: 28 September 2016 11:42
To: PlayStation Support
Subject: Re: Your Sony Entertainment Network Query [Incident: ######-######]
Ref: ######-######
Hi,
thanks for helping to resolve this issue and ensure it does not happen again.

As requested, the serial number of my PS4 is:
##-########-#######

As I stated in our telephone conversation, I take a very dim view of this.
This is a very serious security breach with potential ramifications beyond the mere hacking of the account and as such I am shocked and disappointed at Sony's seeming lack of adequate security for its customers. Beyond this, there also appears to be absolutely no proactive management of this issue from Sony in terms of initiating communication with the user to clarify any suspicious seeming activity - the only action being to bar the account. This leads me to suspect that this is actually an all to frequent occurrence, such that you lack resources to deal with the volume of such incidents in an adequate, appropriate or expected manner.
I have had an XBox account for going on 10 years and never once has its security been breached - I have had a Playstation account for only around a year and this happens.
Hopefully you will appreciate the considerable degree of consternation, not to mention considerable inconvenience, this has caused me.
I have been forced to change security details on multiple other systems and due to this being a fraud perpetrated against my credit card provider, I have informed them and they (rightly) insist on the current card being destroyed and issuing me with a new one - which will take days to perform.
Beyond this, I am still effectively being penalised by Sony through my Playstation account still being barred until your own investigation is complete.
All this through no fault of my own - the RCA effectively being Sony's inadequate security allowing this to happen.

I expect the unauthorised charges (£50 & £20) to be refunded to my Paypal account asap - it will not be satisfactory to merely have this money made available to me in my Playstation 'wallet', effectively forcing me to use it on Sony/Playstation purchases only.
I also expect some measure of compensation for the considerable inconvenience, not to mention time and effort I have had to spend, getting it resolved.
I will of course be reporting my experience on the usual gaming and consumer forums, (using any/all communication with yourselves as evidence of your diligence in dealing with the issue), in order to provide other users, and potential users, with relevant information for them to make their own informed consumer choice - but I will of course hold from doing so until appropriate time has been given for you to fully address this issue.

Regards,
Mark


Sent: 02 October 2016 22:47
To: PlayStation Support
Subject: Re: Your Sony Entertainment Network Query [Incident: ######-######]
Hi,
I have just received a 'Password Change Notification' email requesting that I change the password for my Sony Entertainment Network Account.
I have done this, but when I then try to log in I am told that my account is still suspended.

So far this is the only response I have received to the email below, which I sent, as requested, in response t my account being hacked.

I'm not really very happy about this level of response or communication from yourselves with regard to resolving this issue satisfactorily in a manner as I detailed below.
I expect this issue to be concluded as requested in the next few days.

Thanks,


From: PlayStation Support <help@uk.playstation.com>
Sent: 12 October 2016 10:35
Subject: Your Sony Entertainment Network Query [Incident: ######-######]
Hi Marc,
My name is Steven and I am a Supervisor here at PlayStation Support.

The Sony Entertainment Network team regularly monitors for any suspicious activity on our network. This account was temporarily banned as a precaution as we detected some potentially suspicious transactions, which have now been cancelled. I have attempted to refunded these transactions back to your PayPal however this was unsuccessful, this may be due to PayPal being in the process of reversing the funds. I have escalated your case to our billing team in order to have them investigate further.

Your account password has also been reset as part of this process and you will need to create a new password for your account by following the link provided in a Password reset email we will shortly send to the Sign in ID (email address) registered on your account.

We encourage you to create a complex password that isn't the same password as those associated with other online services. As always, we also encourage you to keep a close eye on your account for any unusual activity.

I hope this helps, but if you have any other questions please call PlayStation Support using the contact details below.

Thank you,

Steven
Player Support Expert
PlayStation Support


Sent: 26 November 2016 16:09
To: PlayStation Support
Subject: Re: Your Sony Entertainment Network Query [Incident: ######-######]
Hi,
thanks fro getting back to me.
I'm afraid I was out of the country for a few weeks and am only now finding time to get back to sorting this out.

Obviosuly the new password email you sent me has expired.
I tried looging in using my old password, but it is still telling me my account has been suspended.
I have tried requesting a new password, but when I attempt to verify I get a message:
An error occurred while changing the password. If the problem persists, please contact Customer Services.

I also notice that no refund has yet been made to my PayPal account, which you assured me would happen.
Is there a reason for this?

Please can you help resolve these issues asap.

I have to say that, although this is not the highest priority in my life, it has been actually been a right pain in the ass.
Because of a breach in your security, I have had to cancel and get a new credit card just prior to going abroad - very inconvenient.
I have also been forced to change security details for all associated accounts and am still trying to get my PayPal account fully restored (although it will accept payments).
Frankly, its not really been good customer service for a situation that, at the end of the day, is entirely your fault.

Thanks

From: PlayStation Support <help@uk.playstation.com>
Sent: 28 November 2016 13:28
Subject: Your Sony Entertainment Network Query [Incident: ######-######]
Hi Marc,

Thanks for your email regarding issues accessing your account – I'm really sorry that we haven't gotten back to you yet.

Our team are working on your query and we will get back to you as soon as we can.

Sometimes we need a little more time to fully investigate queries like yours, and this can prevent us getting back to you as fast as we would like to.

If you need any help in the meantime just give us a call.

Thanks,

Matteo
Player Support Specialist
PlayStation Support


Sent: 01 December 2016 14:17
To: PlayStation Support
Subject: Re: Your Sony Entertainment Network Query [Incident: ######-######]
Hi,
still waiting for you to get back to me about this.

Been waiting well over a month to get this issue resolved now.
Is this the usual and expected level of customer service.

I would like my money back and my account active asap please - I'm not sure what further investigation that can need as I have already received an email from a Supervisor confirming that the money should be refunded to my Paypal account and that my PS4 account reactivated.

Thanks,
Mark

From: PlayStation Support <help@uk.playstation.com>
Sent: 05 December 2016 10:36
Subject: Your PlayStation Support Request [Incident: ######-######]
Hi Marc,

Thanks for your e-mail.

We are still currently working on this for you at the moment.

I apologise for the time delay and we are working as quick as we can to resolve the issue for you.

If you have any other questions, please feel free to call or reply to this e-mail with your reference number Quote ######-###### and one of our team will be happy to help you.

Thanks,

Ashleah
Player Support Specialist
PlayStation Support



Sent: 05 December 2016 16:12
To: PlayStation Support
Subject: Re: Your PlayStation Support Request [Incident: ######-######]
Hi,
thanks for your response.

Over 2 months to unlock my account and refund my money?
Seriously?

To be honest, I don't really understand the delay, considering the previous email I had from 'Steven the Supervisor':
The Sony Entertainment Network team regularly monitors for any suspicious activity on our network. This account was temporarily banned as a precaution as we detected some potentially suspicious transactions, which have now been cancelled. I have attempted to refunded these transactions back to your PayPal however this was unsuccessful, this may be due to PayPal being in the process of reversing the funds. I have escalated your case to our billing team in order to have them investigate further.

Your account password has also been reset as part of this process and you will need to create a new password for your account by following the link provided in a Password reset email we will shortly send to the Sign in ID (email address) registered on your account.

It cannot be that difficult to refund my money to my Paypal account. People manage it all the time without any trouble whatsoever.
Also, you must be able to unlock my account - you did do it - but I don't seem able to set a new password as I get 'unrecognised details'.

Please, for the love of god just sort it out - I'm sick of not being able to get online to play, which is one of the reasons I bought a damn PS.

Seriously, I hope you are going to offer some sort of compensation here.
It has take considerable time & effort on my part to resolve the issues as a consequence of the hack of your security protocols and 2 months later I am still without online gaming access and have not had my money refunded.
You have to admit, this is pretty damn poor service.
I'm beginning to wish I'd stuck with XBox.

Mark

From: PlayStation Support <help@uk.playstation.com>
Sent: 06 December 2016 11:43
Subject: Your PlayStation Support Request [Incident: ######-######]
Hi Marc,

Thanks for your email.

The easiest thing for you to do is to call our support line and speak to one of our team.

They’ll ask some questions to understand the problem better and can then advise you further.

The number to dial is 0203 538 2665. Quote the reference number ######-######, and one of our team will be happy to help you.

Thanks,

Aramis
Player Support Specialist
PlayStation Support



Sent: 06 December 2016 12:29
To: PlayStation Support
Subject: Re: Your PlayStation Support Request [Incident: ######-######]
Frankly, you're taking the proverbial.

So I now have to call you, again, to explain things, again, in order to try and get this sorted out, again?

All the information is in the email chain and should be logged on the call anyway.
As I keep saying, I have had an email from a PS Supervisor (Steven) already that seemed like it should be near resolution.
Its simple:
• My account was hacked (you admit this).
• £70 was charged into PS Wallet as an unauthorised transaction - this was charged to my linked Paypal account.
• My PS account was locked.
I want:
• the £70 in my PS Wallet refund to my Paypal account;
• my PS account unlocked.
get your finger out, stop making excuses and get this balls up (which is entirely your fault) sorted out.

Please.

Mark

From: PlayStation Support <help@uk.playstation.com>
Sent: 06 December 2016 18:10
Subject: Your PlayStation Support Request [Incident: ######-######]
Hi Marc,

Thanks for your email.

I have looked into your query and can see that you have been refunded the money from both transactions by PayPal, for a total of £70.

Due to the chargeback of this money which PayPal has issued to recover your funds, an automatic ban has been placed on the account.

The Billing Team are already looking into this for you, and will need to complete their investigation to clear the debt and then reactivate your account.

Just so you know, these types of queries can take up to 5 days for the team to investigate, but we'll email you again with more information as soon as we can.

If you need any help in the meantime, just give one of our support team a call and give them the incident number in the subject line of this email.

Thanks,

Campbell
Player Support Specialist
PlayStation Support


Sent: 07 December 2016 09:45
To: PlayStation Support
Subject: Re: Your PlayStation Support Request [Incident: ######-######]
Hi,
you are wrong.
Paypal did not refund my money - my credit card company refunded the money, as an unauthorised payment, so ultimately they were the ones out of pocket.
They then charged Paypal who were forced to reimburse them.
Paypal have now issue a chargeback to you to reimburse them, so you need to move the money from my Sony Wallet, there due to a lapse in failure of your security protocols and my account being hacked, to my Paypal account.

This has now been ongoing since the end of September, so I fail to see why you need another 5 days to investigate further - below is an email I received from yourselves on the 12/10, when an investigation by billing was first mentioned - so I think we are well past the 5 day deadline.

When the hacking occurred I immediately called you and informed you of the incident, which you then confirmed that my account had been compromised - so I fail to see why you then needed to place a ban on my account when Paypal requested a return of the misappropriated funds.

Frankly, your customer services processes are terrible and you need to take a long hard look at them and review.
I struggle to understand how it can have taken over 2 months to resolve this issue, which you have already accepted liability for, but still we seem no closer to a resolution than previously.

I reiterate my requests:
• I would like the £70 in my PS Wallet refunded to my Paypal account;
• I would like my PS account unlocked. I have previously been sent 'change password' emails but when I attempt to change my password it will not allow me to do so.
I would really appreciate someone looking into these 2 issues and attempting to resolve them, rather than just send me pointless emails.
Why don't you try using the incident number in the subject line of this email yourself - you should find you have all the relevant details to resolve this already.
I have already spent a great deal of my time trying to get this resolved and have neither time nor inclination to spend yet more time again calling your support team, only to get an operative (doubtless after considerable time spent waiting on hold) who cannot seem to help me any more than you have.

Thanks,
Mark

From: PlayStation Support <help@uk.playstation.com>
Sent: 07 December 2016 13:58
Subject: Your PlayStation Support Request [Incident: ######-######]
Hi Hi Marc,

Thanks for getting back in touch with us, please accept my apologies with the late reply, with the new PS4 Slim, Pro & VR we have been busier than usual.

In regards to your query, I apologise for the inconvenience, the team dealing with this will still need the time. As soon as they have resolved the issue they will send you an email confimation.

I hope this helps but if you have any other questions or queries don't hesitate to get back in touch. Your case number is ######-######.

Thanks!

Aramis
Player Support Specialist
PlayStation Support




Sent: 12 December 2016 10:08
To: PlayStation Support
Subject: Re: Your PlayStation Support Request [Incident: ######-######]

Hi,
it is now over 5 days since you sent me the below email telling me it would require further investigation, which may take up to 5 days, to resolve this matter.

I would like an update please:
• when am I going to get my online account unlocked?
• when am I going to have the money refunded to my Paypal account?
As a reminder, this issue has now been dragging on since the end of September.
Thanks,
Mark

From: PlayStation Support <help@uk.playstation.com>
Sent: 12 December 2016 20:05
Subject: Your PlayStation Support Request [Incident: ######-######]
Hi Mark,

I am sorry your issue has not been resolved yet. Please can you phone us at 0203 538 2665 to receive an update on the issue.

We will be happy to discuss the actual status of a case ######-######.

We have banned your account for your security. Meanwhile, would you be able to re-check your paypal account if active.

It would be faster to discuss over the phone as we may need more details from you to resolve the issue.

Kindly,

Hana
Player Support Specialist
PlayStation Support



Sent: 13 December 2016 10:15
To: PlayStation Support
Subject: Re: Your PlayStation Support Request [Incident: ######-######]

Hi,
why do I need to call you for an update?
Why can you not give me an update via email?

I work long hours and have a busy home life - I do not have time to pursue what should be a trivial matter of you sorting out what is, at the end of the day, an issue that is entirely your fault.

I do not wish to 'discuss the actual status of my case' - what I want is for you to resolve two very simple issues - unlock my account and refund my money to Paypal.
Thats not a big ask - or shouldn't be.

And no, I have not had the money refunded to my Paypal account as yet.

Any further details you want you can ask by email - but frankly you have had over 2 months to resolve this issue and at no point prior have you told me I need to call you to provide further details - if you needed further details to resolve this then why didn't you ask for them when I initially called you regarding the issue instead of waiting until now?

Frankly, your 'Support' appears to merely be one long line of stalling and procrastination without actually attempting any real action to get things resolved at all.

Regards,
Mark


From: PlayStation Support <help@uk.playstation.com>
Sent: 13 December 2016 11:16
Subject: Your PlayStation Support Request [Incident: ######-######]
Hi Marc,
Thanks for your email – I'm really sorry that we haven't gotten back to you yet.
I wanted to let you know that your case is with our billing Team and an agents is already looking into your query.

Sometimes we need a little more time to fully investigate queries like yours, and this can prevent us getting back to you as fast as we would like to.

If you need any help in the meantime, just give one of our support team a call and give them the incident number in the subject line of this email.

Thanks,

Caitlin
Player Support Specialist
PlayStation Support



Sent: 13 December 2016 11:46
To: PlayStation Support
Subject: Re: Your PlayStation Support Request [Incident: ######-######]
Hi Caitlin
I'd like to have some faith in your response, but unfortunately its almost exactly the same as the response I received:
• from Steven on the 12th Oct;
• from Matteo on the 28th Nov;
• from Ashleah on the 5th Dec;
• from Campbell on the 6th Dec;
• from Aramis on the 7th Dec
In each case I was told that it would take a little more time to investigate and/or that my case was being looked into by Billing.

Does anyone actually work in 'Billing'.
What actually needs to be investigated by Billing. Unauthorised charges were clearly made on my PS account - you admitted this when I called you back at the end of September when you confirmed that my account had been compromised.

It clearly should simply be a matter of refunding the £70 in my PS wallet back to the Paypal account from where they it was originally charged.
As far as I can see, no additional investigation should be necessary.

As you can imagine, I'm pretty fed up with your constant stalling and the same old rhetoric for 2 months that has so far achieved absolutely nothing.

What I'd like is somebody there to actually take some responsibility and proactive action to get this resolved, other than to tell me that it is being investigated by Billing or that I need to call to discuss the update (which just seems to always be that it is being investigated by Billing).

BTW - I notice that the original reference number as was given in email by yourselves on 27th Sept was ######-######.
I supplied my PS4 serial number using this incident number.
However, I was given a new reference number of ######-###### by Steven in his email on the 12th Oct., which has been used since.
Is this causing some confusion if you cannot relate the current incident back to the original hacking incident?

Thanks,
Mark


From: PlayStation Support <help@uk.playstation.com>
Sent: 13 December 2016 13:48
Subject: Your PlayStation Support Request [Incident: 161004-010486]
Hi Marc

Thank you for your email - I am sorry for the lack of information and confusion that has occurred during this process.

I wanted to let you know that your case is with our billing team and an agent is already looking into your query.

Part of their investigation is to find out how this has happened to your account. Also to see if they can find out where this has happened from and who was behind the unauthorised transactions.
In relation to the reference numbers the one provided on the 27th ( 160927-007501) is linked to the e-mail with all your details that is currently with our billing team. The reference number 161004-010486 is what we are currently using at the moment to update any changes to your case and using it for the current correspondence with yourself.
The use of both codes allows us to keep the one holding the unauthorised transaction details with the correct department at all times.

If you need any help in the meantime, just give one of our support team a call and give them the incident number in the subject line of this email.

Thanks,

Caitlin
Player Support Specialist


Sent: 13 December 2016 16:21
To: PlayStation Support
Subject: Re: Your PlayStation Support Request [Incident: ######-######]
Hi Caitlin,
So according to the emails I have received, my issue has been with Billing for their investigation for over 2 months - at least since the 12 Oct?

Why exactly is it taking them so long to conduct their investigation?

I have been told on several occasions that this additional investigation will take 'up to 5 days'. Seems we are well past that margin.
So when exactly might I expect Billing to conclude their 'investigation' and the issue to be resolved by having my account reinstated and my money refunded?

I was told on the day I initially called, back at the end of September, that you could see my account had been compromised via someone hacking it and creating sub accounts to which charges were then made.
I appreciate that you want to get to the bottom of who is responsible and how - but is it right that whilst you do this I continue to be penalised?

It was through Sony's inadequate security protocols that my account was hacked in the first place - not my fault in any way.
It caused me considerable issue as I had to change security measures for my Paypal account and get a new credit card, (at a point when I was just about to travel aboard for several weeks, with several bookings made against the old card).

To top it all off, over 2 months later you have still not refunded my money and my account is still locked such that I cannot access online gaming.
One of my favourite games is Destiny - but I have not been able to play this game for over 2 months now because my account is locked.

I appreciate you attempting to furnish me with reasons as to why this situation still exists, but frankly, it is neither tenable or credible that all you can repeat is that it is being investigated by Billing.
I actually feel some sympathy for you that you are forced to demean your own personal credibility by having to feed me this rather stale line of bs.

I work in IT Support and having 2 reference numbers to track what is ostensibly the same issue sounds extremely confusing - perhaps this is where you are going wrong. I imagine you are having an easy time of it updating any changes to my case, because in over 2 moths there don't actually appear to have been any.
Perhaps you need to forward my emails to 'Billing' to provide the kick up the ass they seem to require to motivate them into some sort of action.

Thanks,
Mark


From: PlayStation Support <help@uk.playstation.com>
Sent: 13 December 2016 17:46
Subject: Your PlayStation Support Request [Incident: ######-######]
Hi Marc,

In regards to your ongoing case that we could see that your account has been compromised however we are unable to do an in depth investigation into how this has happen. Hence why we need to raise to the relevant department.

We have raised your case to the correct department twice now to try and find out why this is taking as long as it has. From looking again today I can see that an agent has been assigned to you case and is currently working on clearing the debt and reactivating your account.

I do apologise about the time this has taken to be resolved. You will be informed by ourselves when the investigation has been completed and the current ban lifted.

Thanks,

Caitlin
Player Support Specialist



Sent: 14 December 2016 10:03
To: PlayStation Support
Subject: Re: Your PlayStation Support Request [Incident: ######-######]
Hi Caitlin,
thanks for your email - yours is the first to give me some vague ray of hope that this might actually get resolved, I may get my money back and might actually, once again, be able to go back to gaming online as a I should be able to, perhaps before 2017.

So how long do you think this 'agent' will now take?

Don't get me wrong, I still think that this level of customer service, especially for this case, is inexcusably bad. Put yourself in my shoes - would you be happy? Do you think this is an acceptable level of customer service? If you need an investigation anywhere, its into your processes and procedures for dealing with things like this.

Ordinarily, I would expect some token of compensation to be forthcoming as a show of goodwill and apology - but given your so far inability to even give me my own money back or reinstate the standard level of service which I should expect, I won't really hold my breath on that.

Thanks,
Mark


From: PlayStation Support <help@uk.playstation.com>
Sent: 14 December 2016 12:06
Subject: Your PlayStation Support Request [Incident: ######-######]
Hi Mark,

Thanks for your email regarding the recovery of your account.

The case is currently in progress and and will be dealt with as soon as possible.

I'm sorry that this has taken so long to resolve.

Thanks!

Jordan
Player Support Specialist



From: PlayStation Support <help@uk.playstation.com>
Sent: 16 December 2016 14:54
Subject: Your PlayStation Support Request [Incident: ######-######]
Hi Marc,

Thanks for your recent contact regarding your Sony Entertainment Network (SEN) account.

I understand from our contact that you did not recognise some transactions on your account, and you reported these transactions as unauthorised. We do insist (an obligation outlined in our Terms of Service) that the SEN account holder take full responsibility for all activity and transactions made on their account - due to the nature of digital content, in that it is made available immediately and cannot be returned, we need to insist that the account holder take full responsibility for their account security.

As PlayStation Network has not been compromised, I can assure you that any information stored on our servers is secure. We would highly recommend that you change your account password to re-secure your account. The billing details have already been removed from your account, but our investigation showed that a third party may have accessed this account.

We wouldn't speculate on where this user log in information was obtained, but you may have fallen victim of some type of internet fraud, which includes practices such as phishing, brute force attacks, in-game scams, and gaining access to accounts using e-mail addresses and passwords from elsewhere.

I am happy to inform you that we've refunded to your Sony Entertainment Network wallet as discussed, and that amount is now available for use.

For your reference, our Terms of Service can be found here: http://legaldoc.dl.playstation.net/ps3- ... ua_en.html
TERMS OF SERVICE AND USER AGREEMENT,Software Uage Terms - EN
legaldoc.dl.playstation.net
PSN TERMS OF SERVICE. The PlayStation Network ("PSN") is provided to you by Sony Interactive Entertainment Network Europe Limited, company number 06020283 ("SIENE").

I hope this helps, but if you have any other questions please contact PlayStation Support using the contact details below or by replying to this e-mail. Quote reference ######-###### and one of our team will be happy to help.

Thank you,
Caitlin


Sent: 17 December 2016 01:32
To: PlayStation Support
Subject: Re: Your PlayStation Support Request [Incident: ######-######]
Hi,
if your email wasn't so offensive, it would actually be ludicrously funny.
To suggest, after over 2 1/2 months of 'investigation', procrastination & stalling , that the breach of security on my PS4 account is actually all my fault anyway and you are blameless is pretty outrageous.

Let me reiterate and remind you of relevant information:
• I called you as soon as I noticed the unauthorised charges to my PS4 account. I was almost immediately told by your operative that he could see my account had been compromised.
• I was also informed that my account had been hacked and sub-accounts created on it, against which the unauthorised charges had been made.
However, the system had recognised that these charges were suspicious, so had not allowed the charges to go through for the actual items the hacker had tried to purchase - instead the charged money had immediately been placed into my Playstation Wallet and my account had been security locked.
Let me remind you of the message I received from your colleague 'Steve'on the 12th October:
The Sony Entertainment Network team regularly monitors for any suspicious activity on our network. This account was temporarily banned as a precaution as we detected some potentially suspicious transactions, which have now been cancelled. I have attempted to refunded these transactions back to your PayPal however this was unsuccessful, this may be due to PayPal being in the process of reversing the funds. I have escalated your case to our billing team in order to have them investigate further.
So you have already admitted that you picked up suspicious network activity related to the unauthorised charges, and that you attempted to refund the related funds back to my PayPal account already, but somehow failed to do so and would therefore escalate to try again.

Now you appear to be going back on all that completely.

Frankly, it is ridiculous to suggest that any such security breach is my fault. If it had been the case that any person had actually got hold of my PS log-in details, (which is what you are suggesting and what they would have needed to have made the charges without hacking the system in some way), then there does not really appear to be any logical explanation as to how the system could have flagged that activity as suspicious and prevented it - it would have appeared as legitimate because it would have been using my log-in details.
Quite clearly, as your original operative told me, the system had flagged suspicious activity and my account had been compromised - hence it had frozen my account - it could not of done this if a someone had used my legitimate details.

The unauthorised charges were already in my Playstation Wallet - I do not want them there, this is not what has been discussed or requested at any point; they should be refunded to my Paypal account from where they came, as 'Steve' originally stated they would be, as they are due to a breach of your security, not mine.
It is a further joke to suggest that I change my account security details, since I cannot actually access my account because you have had a security lock on it for over 2 1/2 months now - the other main point of contention.

It is so sadly obvious that you think that if you string me along, stall, keep feeding me pointless emails, attempt to bully me, I will eventually just give up and go away. I'm guessing this is what happens in the large majority of cases.
Take a minute or two to re-read this email. Take another minute or three to look back through the email chain so far regarding this case. I really am wondering what leads you to believe, from our discourse so far, that I am the kind of person who just 'gives up and goes away'.
Fact of the matter is, your steadfast refusal to do the right thing and sort this mess, of your making, out properly; coupled with your casually arrogant corporate indifference that I am just one pathetic punter and you can treat me as badly as you like without consequence, just fuels my resolve to keep at this.
You have made a mistake - I will happily tilt at windmills all day, everyday.

So, what can I do now.
Not alot probably, but lets see.

I'm aware of the terms and conditions:
Use a strong password, which is different from any password you use for your other online services. If you sign-in to your Account on a system that may be accessed by others, ensure you sign-out from your Account at the end of each session or, if using a PlayStation®4 ("PS4"), set a passcode by going to [Settings] > [Login Settings] so that others cannot log in to that PS4 as you.
You are responsible for maintaining the confidentiality of your Account and password and for restricting access to your system and Account. This includes, keeping your Account details secret, such as your Account ID and password (and PS4 passcode where applicable). You agree to notify us immediately if you have any reason to believe the security of your account has been compromised, including if you believe that your password has become known to anyone else or if your password is being, or is likely to be, used in an unauthorised manner.
I have maintained my responsibility within the letter of these terms and I do not believe you can prove otherwise. No one apart from me has ever known of my log-on credentials or accessed my PS account using them. There has never been any occasion when a 'lapse' in online security on my part would have allowed someone to gain those log-on credentials. I am actually something of a paranoid when it comes to my internet security. I have never had a breach of my security on any other online account or activity.

You are responsible for all use of your Account, including all purchases and online conduct (except where such use is directly due to our error). In particular, you may be liable for unauthorised usage of your Account as a result of failing to keep your information secure.
I would remind you of your own responsibilities - 'except where such use is directly due to our error' - which in this case it is and you have already admitted as much.

If you believe you have been a victim of crime in relation to the PSN (including any fraudulent activity on your Account) you should immediately contact our customer services.
This I have also complied with - only to be treated extremely badly with absolutely no resolution to the matter forthcoming and now topped off by slanderous accusation on your part that this is actually my fault.


Saying I can spend the money on your goods/services is not the same as returning my money to me. If I were to have my wallet stolen in a shop and the perpetrator of the theft was then apprehended in the act of trying to purchase goods in the store, it would be neither legally or ethically correct for the store to retain the money in my wallet and make me have the equivalent in store credit instead. They would be required to return my wallet and money, (or at least turn it over to the police until such time as I could prove it was mine).
The bottom line is that the unauthorised charging of goods to my PS account was a criminal act of fraud and theft.
Frankly, it would appear that the fact that you are not returning my money and are actually forcing me to spend it on Playstation goods/services by retaining it in my PSWallet is really tantamount to Sony becoming complicit in that criminal act, since you have obtained and are subsequently retaining my money, without my consent, through a breach of your security protocols. At the very least, you would appear to be guilty of knowingly receiving stolen goods, since I have stated at the outset that these charges are unauthorised, which you have agreed - yet knowing and acknowledging that, you are, in effect, still refusing to return my stolen money.

It a long shot, but, since a criminal act has taken place within your controlled environment, I wonder if I can bring criminal charges against you on the grounds of complicity in that act. I'll have a little look into that and get back to you.

I think I will also look into taking legal action in small claims court to recover my money, as well as damages/compensation for the stress and anxiety that dealing with this issue has, and continues, to cause me.
I believe you record telephone conversations made to Support - I am requesting a transcript of the original call made on the 27th September against this Incident Number.
I am also requesting a formal explanation of the investigation, including the name/id of the investigating agent, you have made into my case and the supporting evidence as to why you now, after 2 1/2 months of 'investigation', believe this is all my fault.
I would also like an explanation as to why the original support person I spoke to stated that they could see my account had been compromised and why I was given the information that my account had been hacked and sub-accounts created against which the charges had been made.
I am of course not expecting that you will furnish me with any of that - but I want it on record that I have requested it for future audit and in support of my case.

Of course the most immediate and obvious thing I can do is post my experiences of your 'Support' on customer review forums, including a link to the entire email chain sent and received so far, just to warn other potential purchasers what you are like to deal with when things go wrong at your end. That will be my new 'hobby', seeing as I can no longer play online with my locked PS4 account. I recognise that at best, this will likely only make a tiny fractional impact on your revenue stream - but hopefully you will also realise that it does in fact only have to be a tiny fractional impact before it will cost you significantly more than the £70 you have failed to refund me and endeavour it would cost you to unlock my account.

I've made a start, will keep you posted:
https://www.reddit.com/r/gaming/comment ... s_abysmal/

Regards,
Mark
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Re: PS4 v Xbox One ? - PS Support is shit

Postby andrewbeasley » Tue Dec 13, 2016 12:47 pm

For me - I'll give both a miss this year as games should be fun and not worth the 'lets just help ourself to his money' service.

I wish you luck - with the current trend in Internet connected devices just be glad its not your heating or car!
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Re: PS4 v Xbox One ? - PS Support is shit

Postby Passer by » Wed Dec 14, 2016 7:41 pm

I am a playstation fanboy purely for the hardware and games, their support as a company is complete garbage.

Microsoft isn't much better but they're better about this stuff.

Steam is super awful about support as well, I guess gaming companies just don't give a shit about the customers.

Ironically, much as people moan about EA, Origins has pretty solid customer support.
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Re: PS4 v Xbox One ? - PS Support is shit

Postby geronimo » Thu Dec 15, 2016 6:48 pm

I've got both a PS4 and an Xbone - and Sony's customer support is far and away the shittiest not just of the two, but of almost anyone I've dealt with (with the exception of BT business).
...I've heard things about people from other people about certain people to back that up (c) Andrew May

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Re: PS4 v Xbox One ? - PS Support is shit

Postby MartinR » Fri Dec 16, 2016 8:25 am

They are selling consumer electronics, what do you expect?
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Re: PS4 v Xbox One ? - PS Support is shit

Postby DemonEtrigan » Fri Dec 16, 2016 12:28 pm

Don't forget that Sony were the company that put a rootkit on one of their artists CDs that created an exploitable loophole in everyones PC so they could access your systems...without informing you, or gaining your consent.

Are you really surprised that a corporation that believes that is acceptable behaviour doesn't give a shit about cybersecurity.
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Re: PS4 v Xbox One ? - PS Support is shit

Postby UnclEvl » Sat Dec 17, 2016 1:56 am

Update:
So I was finally told an 'agent' was investigating my case.
My joy was shortlived when I got a message a few days later saying that they now thought the security breach was all my fault after all, but my money was safe in my PS wallet as discussed.
What absolute bs.
They already told me previously that my account had been hacked and sub accounts created against which the authorised charges where made. If somebody had my log in details, how the hell would the system have flagged that the charges were suspicious to then lock my account.
Basically, they are keeping my money.
It'd be funny if it wasn't so insulting that they think they can just get away with this, (which the probably can).
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Re: PS4 v Xbox One ? - PS Support is shit

Postby Levied Troop » Sun Dec 18, 2016 2:48 pm

Looks like you've done everything at that level, how about an email to the Chairman? That sometimes shifts a blockage. It appears to be Shawn Leyden at

shawn_leyden@playstation.sony.com
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Re: PS4 v Xbox One ? - PS Support is shit

Postby Guest » Sun Feb 19, 2017 4:11 am

FWIW, I just sent a polite email to Mr. Leyden informing him of the effect this sorry tale has had on my current decision making process about buying a console. I have in fact been trying to decide between the Xbox and the PS lately. This definitely tilted the scale. I don't expect much out of any of them, always amazed when any sort of tech support works at all. But this is ludicrous. Thanks for the heads up.
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