Craig sent a message to Andrew House President and Group CEO, Sony Computer Entertainment, Inc. – email address that said:
COPY OF EMAIL SENT TO ANDREW HOUSE
Hi Andrew,
I am writing this email to bring to your attention that am very dissatisfied with the quality of service provided at 10.30am on Monday the 14th of March. The call was answered by a PlayStation customer service agent named James. I took out the service with PlayStation Network in 2014 after being a long standing Xbox customer, and I must say I have had a similar complaint with Xbox and this was dealt with fantastically which is why I am so disappointed with the service provided by your customer service agent.
The reason for my initial complaint with James is that I was informed of a charged made from PlayStation to my partners account for 3 downloads ‘Call of Duty Black ops 3’downloadable content, ‘Assassins Creed’, and in-game currency for Elder Scrolls online for 1500 crowns. The amount debited from the account was £69.82. I outlined the issue to the agent to which he responded ‘so what do you want me to do about it?’ I was very surprised at this response but continued to explain how I didn’t understand how this had happened as I didn’t purchase these items knowingly. The agent was rude, dismissive and extremely evasive. I advised your agent that I am a retention complaint agent for a major service provider in the UK and that I understand the complaints procedure; and so asked kindly for the agent to raise the complaint on my behalf. The agent refused stating that this wasn’t procedures I then asked for him to escalate it to his manager and to this he refused. I then asked for your name and the agent responded by asking me ‘what has that got to do with anything?’, and put the telephone down on me.
At this point I was feeling frustrated so I called back and the same agent answered. After much persuasion he agreed to a call back from his manager within 48 hours of the call. This was not adhered to. The call back was made 24 hours later than the agreed time slot and I was not available to answer the call.
The agent agreed to refund two of the download charges into my PlayStation wallet but not into my partners account. He strong armed me into agreeing to this as he insinuated if I didn’t agree to this I wouldn’t get any of it back so I reluctantly agreed believing I would be able to speak to a manager within the next 48 hours. As this call back was missed I don’t know where else to go with this.
The ref number for the call is 160314-003209 and a ref for the failed call back is 160314 – 003744. I would like the call to be listened to and the agent to receive feedback with regards to the call and I would like a full refund into my partners account and if deemed a gesture of goodwill for the time taken to deal with this issue.
Faithfully,
Craig.
