PSN Account hacked...Sony admit fraud...refuse to refund over £80 of fraudulent purchases citing T&C's.... - HotUKDeals
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PSN Account hacked...Sony admit fraud...refuse to refund over £80 of fraudulent purchases citing T&C's....

Istanbul_Kop Avatar
2y, 2m agoPosted 2 years, 2 months ago
Despite having a password unique to PSN and not sharing my details with anyone, my PSN account was hacked 2 weeks ago. The fraudsters bought £80 worth of games, removed my consoles/devices from my account and added their own. I found this out after receiving order confirmation emails that were made at 5am on a Sunday morning. I contacted Sony right away and this is what they've come back with;

In relation to the transactions you recently flagged as unauthorised, our investigation concluded that the serial number of the console on which these transactions were made does not match the serial number of the console you provided to us on your original call. Regrettably, as stated in the PlayStation Network Terms of Service, we are unable to offer a refund for purchases made on PlayStation Store unless the content is found to be defective. We have taken the appropriate action against the console which made the purchase but unfortunately we cannot share the details of this console with you for security purposes.

So, they've admitted fraud and taken action that doesn't help me whatsoever...I'm £80 down and Sony don't care. It's all in the T&C's apparently.

Unfortunately the funds were in my PSN wallet, I had received codes for my birthday (and still had some left over from Christmas) and were saving them for some PS+ deals.

My Credit Card wasn't on file, otherwise they might have taken me for more!

But it means I can't do chargeback or contact bank. :(

I am currently preparing a response to Sony. It really is unnaceptable that they state I have been a victim of fraud but their T&C's mean they can't refund. I mean, that's crazy. Awful customer service and relations.
Istanbul_Kop Avatar
2y, 2m agoPosted 2 years, 2 months ago
Options
Best Answer
http://www.actionfraud.police.uk/

Report to them, this is a fraudulent use of your account details to make unauthorised purchases.

As to getting the money back, plenty of good advice has been given. Best bet is written (physical) or telephone contact to get it sorted. Escalate, escalate, escalate, be polite but always firm and make it clear what you want.

Another important point is don't keep voucher credit on your account until you want to spend it. Keep it somewhere safe and treat it like cash at all times until you do redeem it.

All Responses

(30) Jump to unreadPost an answer
Responses/page:
#1
I wonder if the Police would do much?
#2
anewman
I wonder if the Police would do much?

I doubt it to be honest.
banned#3
Fraud... keep using that word if you please, but they admitted no such thing. They stated the purchases were made from a different console than the one you stated to be your own. This does not mean they believe someone hacked your account, nor does it mean they believe you didn't authorise the purchases. For all they know, you gave the account to your friend to make the purchases and ended up hating the games and now want a refund.

Sony isn't a company with just 5,000 customers so they can not afford to work in good faith in such circumstances - they have over 100,000,000 registered accounts, so what seems like an obviously fraudulent thing to you - they probably see others doing all the time for their own benefit.
#4
CBEE2
Fraud... keep using that word if you please, but they admitted no such thing. They stated the purchases were made from a different console than the one you stated to be your own. This does not mean they believe someone hacked your account, nor does it mean they believe you didn't authorise the purchases. For all they know, you gave the account to your friend to make the purchases and ended up hating the games and now want a refund.

Sony isn't a company with just 5,000 customers so they can not afford to work in good faith in such circumstances - they have over 100,000,000 registered accounts, so what seems like an obviously fraudulent thing to you - they probably see others doing all the time for their own benefit.

Certainly agree with this comment however it is unacceptable. I suggest calling them in person, much more convenient than typing long email responses and getting no where.
#5
CBEE2
This does not mean they believe someone hacked your account, nor does it mean they believe you didn't authorise the purchases. For all they know, you gave the account to your friend to make the purchases and ended up hating the games and now want a refund.

That doesn't make sense...why would I or anyone give out account details so someone else can use them? Whilst not downloading or playing the games yourself? Why would all of my devices be removed from my account? Why would Sony take action against said console/account if they didn't believe it was fraudulent. And that's what it indeed is...fraudulent. Oh, and I contacted Sony within hours of the purchases, so I don't really think 'hating the games' is a genuine factor here.

Edited By: Istanbul_Kop on Jul 05, 2014 12:30
#6
Are they letting you keep the purchased games? Do you still have access to that account or have they blocked your account too?
#7
AndrewRoss
Are they letting you keep the purchased games? Do you still have access to that account or have they blocked your account too?

The games are in my purchase history, so I can download them whenever. My account isn't blocked. One of them was Infamous for £49.99! Irks me that I could go to Grainger Games and pay like £22 for a physical copy.
banned#8
Istanbul_Kop
CBEE2
This does not mean they believe someone hacked your account, nor does it mean they believe you didn't authorise the purchases. For all they know, you gave the account to your friend to make the purchases and ended up hating the games and now want a refund.

That doesn't make sense...why would I or anyone give out account details so someone else can use them? Whilst not downloading or playing the games yourself? Why would all of my devices be removed from my account? Why would Sony take action against said console/account if they didn't believe it was fraudulent. And that's what it indeed is...fraudulent. Oh, and I contacted Sony within hours of the purchases, so I don't really think 'hating the games' is a genuine factor here.
You have to look at the bigger picture. Hating the games may not be applicable but that is just an example I gave.
#9
Have they got an address in England?

If they have download form N1 from small claims court, fill it in and print it out. Write a letter explaining what has happened and say if this is not rectified in 10 working days this court paperwork gets submitted.

Send the letter and form N1 to them special delivery & wait...

I've done this many times with companies that refused to move and without fail every time they were very quick to start listening properly to me.
#10
CBEE2
Fraud... keep using that word if you please, but they admitted no such thing. They stated the purchases were made from a different console than the one you stated to be your own. This does not mean they believe someone hacked your account, nor does it mean they believe you didn't authorise the purchases. For all they know, you gave the account to your friend to make the purchases and ended up hating the games and now want a refund.

Sony isn't a company with just 5,000 customers so they can not afford to work in good faith in such circumstances - they have over 100,000,000 registered accounts, so what seems like an obviously fraudulent thing to you - they probably see others doing all the time for their own benefit.

So that makes it OK?

Other people do it and it happens often so everyone is guilty in your and Sony's eyes?

Each case should be individual regardless of the size of the company.

Your response is just like that BS that comes from such corporations, sod the little guy, we are huuuge and do not care about customer service. Go away and thanks for the the cash!

Please tell me you don't run a company because if you do I feel sorry for anyone that ever does business with you.



Edited By: NEtech on Jul 05, 2014 14:28
#12
Rich44
Have they got an address in England?

If they have download form N1 from small claims court, fill it in and print it out. Write a letter explaining what has happened and say if this is not rectified in 10 working days this court paperwork gets submitted.

Send the letter and form N1 to them special delivery & wait...

I've done this many times with companies that refused to move and without fail every time they were very quick to start listening properly to me.

Unfortunately Sony won't provide me with the specifics as it is a 'security issue'. However, I doubt the info would be real and I also doubt it is a UK based hack as the purchases were made at 5am on a Sunday morning.

edit; sorry, do you actually mean Sony?

Edited By: Istanbul_Kop on Jul 05, 2014 16:42
#13
http://www.actionfraud.police.uk/

Report to them, this is a fraudulent use of your account details to make unauthorised purchases.

As to getting the money back, plenty of good advice has been given. Best bet is written (physical) or telephone contact to get it sorted. Escalate, escalate, escalate, be polite but always firm and make it clear what you want.

Another important point is don't keep voucher credit on your account until you want to spend it. Keep it somewhere safe and treat it like cash at all times until you do redeem it.
#14
Istanbul_Kop
AndrewRoss
Are they letting you keep the purchased games? Do you still have access to that account or have they blocked your account too?

The games are in my purchase history, so I can download them whenever. My account isn't blocked. One of them was Infamous for £49.99! Irks me that I could go to Grainger Games and pay like £22 for a physical copy.

Could be worse then, it's only £80 psn credit you've lost, could be as little as £16-32 real money if you used all the tips and tricks available over the years lol a friend of mine had his account hacked, thieves used his CC to buy £200 worth of stuff, he was covered by his card company, great you'd think, wish you were in the same situation don't you?

Only because the card company reversed the transactions they banned his account as the purchases on it were not paid for, he has no intention of paying so it and all his previously purchased games, dlc, trophies etc are now lost.

Edited By: AndrewRoss on Jul 05, 2014 17:48
#15
LOL You got hacked not sony so either you had a poor password or most likely you give it out . LOL :D
#16
Crusader777
LOL You got hacked not sony so either you had a poor password or most likely you give it out . LOL :D

Really? Do you have proof of this?

A persons Sony account has been hacked and you are saying that it is the OP's fault.

It may be the case that it is the OP's fault but to jump to the conclusion is a little premature.
#17
Astec123
http://www.actionfraud.police.uk/

Report to them, this is a fraudulent use of your account details to make unauthorised purchases.

As to getting the money back, plenty of good advice has been given. Best bet is written (physical) or telephone contact to get it sorted. Escalate, escalate, escalate, be polite but always firm and make it clear what you want.

Another important point is don't keep voucher credit on your account until you want to spend it. Keep it somewhere safe and treat it like cash at all times until you do redeem it.

Thanks mate, yes, agree with everything you say.
AndrewRoss
Istanbul_Kop
AndrewRoss
Are they letting you keep the purchased games? Do you still have access to that account or have they blocked your account too?

The games are in my purchase history, so I can download them whenever. My account isn't blocked. One of them was Infamous for £49.99! Irks me that I could go to Grainger Games and pay like £22 for a physical copy.

Could be worse then, it's only £80 psn credit you've lost, could be as little as £16-32 real money if you used all the tips and tricks available over the years lol a friend of mine had his account hacked, thieves used his CC to buy £200 worth of stuff, he was covered by his card company, great you'd think, wish you were in the same situation don't you?

Only because the card company reversed the transactions they banned his account as the purchases on it were not paid for, he has no intention of paying so it and all his previously purchased games, dlc, trophies etc are now lost.

Very sorry to hear that. Sadly, from my research on this kind of thing...it is very common from Sony. Disgraceful behaviour.
NEtech
Crusader777
LOL You got hacked not sony so either you had a poor password or most likely you give it out . LOL :D

Really? Do you have proof of this?

A persons Sony account has been hacked and you are saying that it is the OP's fault.

It may be the case that it is the OP's fault but to jump to the conclusion is a little premature.

Ignore the trolls mate. I do. My password was extremely long. Upper and lower case. With numbers. Including 2 sequences that aren't in the dictionary. I am very careful online and of course don't share my password, with either friends or family (or anyone else). Although you can never say for sure, I believe the problem firmly rests with Sony. They have a much documented history of such breaches and you only have to google this type of thing to see that it is still going on today.

Thanks for the help and suggestions, I will report back how it goes in the hope that it might help someone in the future.

Edited By: Istanbul_Kop on Jul 05, 2014 20:51
#18
Couple of questions :
1) Did you change your password after the Sony Hack and then back again ?
2) When was the last time you ran a program like Spybot Search And Destroy or Malwarebytes to check for hidden programs ?

Just seems awfully unlikely that someone would guess your email and password together, so it must be one of those two.
#19
Dominatez
Couple of questions :
1) Did you change your password after the Sony Hack and then back again ?
2) When was the last time you ran a program like Spybot Search And Destroy or Malwarebytes to check for hidden programs ?

Just seems awfully unlikely that someone would guess your email and password together, so it must be one of those two.

1. I've only been a member of PSN for 6 months, since the PS4 came out.
2. I run Malwarebytes once per week, along with a deep scan once per week of Comodo Ant-Virus...and of course have the firewall running too.

They won't and can't have guessed the password. I blame Sony for being lax with security...again. Just look at all the other people who suffer this kind of thing...true, it could be their fault....but it is so many that I think Sony still have serious problems, even since the big hack. I honestly think I logged into my PSN account on my PC maybe once or twice since setting it up, and that was right at the start. I do it all through the PS4 and Vita.
banned#20
Just write a detailed letter to the head office in London. I've done that a few times for refunds and they've agreed and responded back by letter.
#21
jaydog69
Just write a detailed letter to the head office in London. I've done that a few times for refunds and they've agreed and responded back by letter.

Thanks mate, do you have the specific address that brought you success?
banned#22
Yeah, write to -

SCEE
Complaints Department
13 Great Marlborough Street
London
W1F 7HP

Try and include as much info as possible from phone calls you've made to Sony to how long you've been a Playstation gamer.

I bought COD Elite and it didn't work for me for the first few weeks. Sony said Activision had to refund me, and Activision said Sony had to refund me.

Wrote to SCEE and within 14 days I had the money back in my wallet and a letter of apology.

Edited By: jaydog69 on Jul 06, 2014 11:44
#23
Thanks jaydog69.
#24
Really? Do you have proof of this?

A persons Sony account has been hacked and you are saying that it is the OP's fault.

It may be the case that it is the OP's fault but to jump to the conclusion is a little premature.[/quote]
Not saying its anyones fault just funny how his long password been cracked and its sonys fault hehe , human error almost always
#25
Crusader777


Not saying its anyones fault just funny how his long password been cracked and its sonys fault hehe , human error almost always

Guess you missed all this stuff; http://www.bbc.co.uk/news/technology-21160818

But don't let that stop you.

Edited By: Istanbul_Kop on Jul 06, 2014 20:58
#26
complain in writing, give 10 days then either small claims court, or get legal advice....

if your really unsure, just go to citizens advice and try and get an appointment with one of their solicitors for some advice.

Theres no quick answer to help you and any claim will be a long drawn out affair, and yes report it to the police so that you have it on record!

.... i would even go as far as making alot of noise on places like sony twitter/facebook accounts - these are monitored and if theres anything posted like this you would probably get a response... oh and reddit is good to slam them on too!
#27
Istanbul_Kop
Crusader777


Not saying its anyones fault just funny how his long password been cracked and its sonys fault hehe , human error almost always

Guess you missed all this stuff; http://www.bbc.co.uk/news/technology-21160818

But don't let that stop you.

And how did any of this affect you again ? You could always make an account with Ebay in 3 years time and when you get hacked state last months security breach ? Basicly what you just done there by linking a 3 year old report to a product you've only had 6 months.

If Sonys not had a breach it can only be a lucky guess crack by somebody you know/play with , or most likely you've been phished on pc or game shared. I've used psn since ps3 release and know loads of people been hacked and not 1 down to sony even when they did get breached for details.

You'll get your credits back but I wouldnt jump the gun blaming them
#28
You are missing the point completely.

Sony have been hacked in the past, and were fined for it. They didn't play safe with out personal data and financial details.

It is not beyond reason that this could happen again, either on a small scale or on a scale similar to that of 2011. Just google along the lines of 'my psn was hacked' etc etc. You will see the many who have suffered since 2011 (and before). Do not insult me further by suggesting I have been phished or 'game shared'.

BUT...the point that we should ALL BE WORRIED ABOUT, is that whether your account being compromised is your fault or Sony's fault...it will always be YOU (the user) who suffers the blame and foots the bill.

Sony's Terms of Service now states that YOU (the user) are responsible for all activity on your account. Meaning, even if Sony are at fault, they won't admit it and YOU are always liable. Adding to that insult, Sony will do absolutely nothing to help victims of fraud on their network beyond notifying them that they have been a victim of fraud (and placing the blame squarely upon the user).

Sony's Terms of Service are therefore of questionable legality as they are unfair and one sided in favour of themselves. It also doesn't consider their responsibilities to protect the user's data. It is anti-consumer and immoral, and they shouldn't be allowed to get away with it in this day and age when cyber crime is a serious problem.

Edited By: Istanbul_Kop on Jul 09, 2014 09:28
#29
Same thing happened to me. Someone added funds and bought games, got refund form card but sony say I owe them so banned me.
#30
I remember this happening to me with Microsoft games they bought so many points after hacking my account some how only difference is I got my money back.

Sony seem to be pretty tough here.

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