Unhappy customer!
New member
- Joined
- Nov 8, 2024
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Hi
I've been have terrible issue with PlayStation/Sony after being hacked.
To start the story, my email address was completely compromised last week. Following on from that several other things were hacked including my PlayStation account. Had the fun nightmare of changing absolutely everything with a new email address, password etc. I spoke to the PlayStation online chat last Friday, gave them my credentials, passed security and they reset my account with my new email address. I also set up a passkey. All fine and was able to log in online and via my PS5.
Then this Wednesday (06/11/2024) I received an email (to the new email address) stating that there has been a sign-in ID email change to my account. This was not me. I spoke to the online chat again but this time, despite giving them the same credentials, I did not pass security! They then closed the chat and then seemingly barred me for the rest of the day. I tried the same today (08/11/2024), got through, told they could not discuss further because of security reasons and closed the chat!
I then found a phone number for them on a random forum somewhere (020 3538 2665) and got through to them. Explained the history above and gave them the same credentials. They just kept repeating the same thing, there is a security issue with your account, I'm sorry we can't help you. They refused to give me further information. I asked why they accepted my credentials last Friday and have not since, they refused to answer the question. I asked to speak to a Supervisor, was told the Supervisor would not be coming on the call. I asked how do I make a complaint. Was told to make the complaint now and they would write it down now. I asked what is their complaints policy, refused to answer. I asked what would happen to my complaint and they said they didn't know. I asked about the PlayStation + account I currently pay for, what would happen to that, they didn't know. We then ended go around in circles with them refusing to answer any further questions before they hung up on me!
Before you ask I was polite and courteous and did not swear once. I was understandably frustrated, not just by their refusal to answer questions but also by the guy constantly interrupting me and overtalking me. Absolutely shocking customer service.
I've had all the PlayStations since the original and a PS+ member since it started. I'm at a complete loss at what to do now! I assume my account is in some sort of security risk status due to suspicious activity (obviously!) but making it very clear I'm the victim here. I even told the guy on the phone to check IP addresses for logins, mine will be the same, the hackers is likely Russia or Venezuela or where ever, completely refused to answer to me!
Has anyone else had something similar? Any suggestions?
Many thanks!
I've been have terrible issue with PlayStation/Sony after being hacked.
To start the story, my email address was completely compromised last week. Following on from that several other things were hacked including my PlayStation account. Had the fun nightmare of changing absolutely everything with a new email address, password etc. I spoke to the PlayStation online chat last Friday, gave them my credentials, passed security and they reset my account with my new email address. I also set up a passkey. All fine and was able to log in online and via my PS5.
Then this Wednesday (06/11/2024) I received an email (to the new email address) stating that there has been a sign-in ID email change to my account. This was not me. I spoke to the online chat again but this time, despite giving them the same credentials, I did not pass security! They then closed the chat and then seemingly barred me for the rest of the day. I tried the same today (08/11/2024), got through, told they could not discuss further because of security reasons and closed the chat!
I then found a phone number for them on a random forum somewhere (020 3538 2665) and got through to them. Explained the history above and gave them the same credentials. They just kept repeating the same thing, there is a security issue with your account, I'm sorry we can't help you. They refused to give me further information. I asked why they accepted my credentials last Friday and have not since, they refused to answer the question. I asked to speak to a Supervisor, was told the Supervisor would not be coming on the call. I asked how do I make a complaint. Was told to make the complaint now and they would write it down now. I asked what is their complaints policy, refused to answer. I asked what would happen to my complaint and they said they didn't know. I asked about the PlayStation + account I currently pay for, what would happen to that, they didn't know. We then ended go around in circles with them refusing to answer any further questions before they hung up on me!
Before you ask I was polite and courteous and did not swear once. I was understandably frustrated, not just by their refusal to answer questions but also by the guy constantly interrupting me and overtalking me. Absolutely shocking customer service.
I've had all the PlayStations since the original and a PS+ member since it started. I'm at a complete loss at what to do now! I assume my account is in some sort of security risk status due to suspicious activity (obviously!) but making it very clear I'm the victim here. I even told the guy on the phone to check IP addresses for logins, mine will be the same, the hackers is likely Russia or Venezuela or where ever, completely refused to answer to me!
Has anyone else had something similar? Any suggestions?
Many thanks!
