Back in late December, I was hit by a series of hacks (Microsoft, Instacart, etc.). Every single company verified the fraud and restored my access immediately once I showed proof—except Sony.
The hacker got into my PSN, changed the password, and swapped the birthdate and security questions. I still have access to my original sign-in email (I’m still receiving the "Forgot Password" reset links), but I can’t finish the reset because I don’t know the fake birthday the hacker put in.
I have contacted Sony Support via phone and chat multiple times, and it's the same response every time. They are citing "Security Reasons" for why they won't help. They claim that because I cannot "verify" the birthdate on the account (which the hacker changed), they cannot grant me access.
When I ask to speak to a supervisor or offer to provide my police report number, they either end the chat or hang up. They are essentially using their security policy to protect a criminal’s data over my verified identity.
I have already contacted/filed reports with:
• Local Police: Have a formal Occurrence Number.
• Canadian Anti-Fraud Centre (CAFC): Filed a report for identity theft.
• The BBB: Filed a formal complaint (No response yet).
• Bank Fraud Dept: Currently investigating unauthorized "PlayStation" charges.
• Other Services: Microsoft, Instacart, and my ISP all verified the breach and restored my accounts.
I have:
• Physical Hardware: I have the PS5 the account was created on (I have the Serial #).
• The Suspect: The hacker added a new card and tried a fraudulent delivery order to an address in Ontario. I have the delivery address and the card's last 4 digits.
• Past Purchases: I have proof of all past purchases on my original credit card.
Questions:
1. Has anyone successfully beaten the "Security Reasons" excuse by escalating to Sony’s corporate office?
2. Is there a specific "Security" or "Escalations" department I can reach that isn't just a frontline bot or overseas rep?
3. Is this enough for a Small Claims "Conversion" case? Sony is effectively withholding thousands of dollars in digital property because they'd rather trust a hacker's fake birthday than a police repor
I just want the account back. I’d only want the money in court if they absolutely refuse to restore access. Any advice or criticisms appreciated.
The hacker got into my PSN, changed the password, and swapped the birthdate and security questions. I still have access to my original sign-in email (I’m still receiving the "Forgot Password" reset links), but I can’t finish the reset because I don’t know the fake birthday the hacker put in.
I have contacted Sony Support via phone and chat multiple times, and it's the same response every time. They are citing "Security Reasons" for why they won't help. They claim that because I cannot "verify" the birthdate on the account (which the hacker changed), they cannot grant me access.
When I ask to speak to a supervisor or offer to provide my police report number, they either end the chat or hang up. They are essentially using their security policy to protect a criminal’s data over my verified identity.
I have already contacted/filed reports with:
• Local Police: Have a formal Occurrence Number.
• Canadian Anti-Fraud Centre (CAFC): Filed a report for identity theft.
• The BBB: Filed a formal complaint (No response yet).
• Bank Fraud Dept: Currently investigating unauthorized "PlayStation" charges.
• Other Services: Microsoft, Instacart, and my ISP all verified the breach and restored my accounts.
I have:
• Physical Hardware: I have the PS5 the account was created on (I have the Serial #).
• The Suspect: The hacker added a new card and tried a fraudulent delivery order to an address in Ontario. I have the delivery address and the card's last 4 digits.
• Past Purchases: I have proof of all past purchases on my original credit card.
Questions:
1. Has anyone successfully beaten the "Security Reasons" excuse by escalating to Sony’s corporate office?
2. Is there a specific "Security" or "Escalations" department I can reach that isn't just a frontline bot or overseas rep?
3. Is this enough for a Small Claims "Conversion" case? Sony is effectively withholding thousands of dollars in digital property because they'd rather trust a hacker's fake birthday than a police repor
I just want the account back. I’d only want the money in court if they absolutely refuse to restore access. Any advice or criticisms appreciated.
