Account Compromised then Permanently Banned

[deimosxiv]

As the title blatantly states, August 8th of 2025 my account was compromised despite Two-factor authentication and a PIN number being in place. When I tried to access anything at all, it wouldn't let me (due to being permanently banned.) I contacted support and had to change my email to another because the original was compromised, after which I called to inquire about the permanent suspension.
The call was short after I was told I had already made an appeal (supposedly shortly after the suspension happened.) I did not make the appeal as I obviously did not have access to the the account at the time. They supposedly escalated the case to upper management. They said nothing until I called back, then they upheld the suspension, AFTER confirming the account was indeed compromised. (I provided them with the serial number of my console previously.)
The agent was extraordinarily rude, opting to interrupt me every sentence and insult my intelligence by suggesting I got myself banned and didn't understand.

If there is literally anything I can do, please let me know. I'm just not cool with losing an account with thousands of dollars worth of purchases made that I've had since high school.


Thanks,
Deimos.

 

[Anankha]

I suspect Sony banned the account because both parties supplied enough information to claim the account as theirs But I don’t know whether that is the case.
If the ban is permanent then I believe there’s nothing which can be done.
You could try again in the hope you speak to a more sympathetic agent.

 

[Unhappy customer!]

Hi Deimos, I had a very similar issue where my email account was compromised and the hacker kept getting access to my PS5 account despite me having a passkey etc.

It got sorted by luck of the draw in the end on who it was I spoke to at Sony. First guy was useless (Pedro I think he was called!), constantly over talking me, wouldn’t let me explain the situation and could only read off the script he had. He hung up on me (I wasn’t rude to him at all and I didn’t swear once).

Called the next day and spoke to a guy called Darren. So much more helpful, listened to me, constantly checked with his supervisor etc.

The only advice I can give is to get as much info as you can to prove the account is yours, payments you made, pictures of console serial numbers (I gave them PS3, PS4 and PS5) and history and reference numbers of all communications you’ve had with Sony (including online chat).

Good luck with it and I appreciate it is very frustrating.