Mark sent a message to Andrew House President and Group CEO, Sony Computer Entertainment, Inc. that said:
Hello Andrew, My Name is Mark
I realize you may get thousands of these a day, however i've been getting the run around from any support I try to contact.
You see, late last week (May 7th, 2015 they tell me) Someone hacked into my PSN account and Deactivated all my devices. Then, went and logged into their PS4 under my account and activated theirs as MY primary. Giving them access to all my information and access to all my digital games. I obviously did not authorize this, and when I tried phoning in the issue I was forwarded to a site to fill out a Form. A form with very minimal information as to what my real issue was (us.playstation.com/deactivate). They denied my request quickly stating that I had already Deactivated my console recently. Except i didn't someone else did, and is now benefiting from it.
Below is a post I've put up in the Playstation forums. and have gotten a few replies, only to learn that other people are going through the same issue
POST:
"So the other day i logged into my PS4 only to find out it had been Deactivated as my primary PS4.
I thought perhaps it was a mistake and went to Activate it once again. an error came up stating that another console was already my Primary and i needed to deactvate that one first. Well i dont own another console. I looked through some posts online and found there was a way to deactivate everything through a PC. Which i tried to do. Only to find out it had recently been done. NOT BY ME, someone phished into my account, deactivated my systems, and activated their own as the primary. Giving them access to all my info, digital games, and who knows what else.
Ive already changed my password and removed my credit info, However the thought of having someone else using all my stuff really urks me.
I called Playstation on Saturday May 9th, and explained the situation, they forwarded me to a web forum to fill out a BASIC info sheet and send it off. I couldnt access said site as it kept giving me an error. I called back and the guy on the phone was nice enough to help me through it and filled it out for me, and sent it off.
"An email will be sent to you within 24 hours to let you know if theyve accepted or declined your resuest sir"
Ok perfect, surely with what ive told them in the notes they'd do it for me.
Well its Tuesday the 12th now. still NO email, so i called them back.
After looking through the logs the guy tells me that "Oh, they have replied to your request, and it was denied because your system was deactivated recently."
I KNOW! thats the problem! I didnt deactivate it! (Im not actually yelling into the phone im usually pretty calm.)
I ask to speak with a senior advisor, "Ok but she's just going to tell you the same thing sir, theres nothing we can do as its been deactivated recently."
So i speak with the senior advisor. She tells me the exact same thing.over, and over, and over.
"Im terribly sorry sir but theres nothing we can do at this time since its already been deactivated" she says for the 5th time.
"I realize it has, but it wasnt done so by me. So someone out there has all my info." i reply
"Again, im terribly sorry sir, but we've reached a point in the conversation where were going in circles so im going to disconnect the call." she says.
"Seriously? youre going to hang up without a solution???" i was getting frustrated at this point
"Again..." she repeats "Theres nothing we can do, and since ive presented you with a resolution im going to disconnect this call."
"What resolution?! Someone out there still has access to all my stuff!.... Hello? did you seriously hang up????"
And yup. she did.
Am i seriously screwed??? Ive read in multiple posts that They'll actually help people out in these situations. Which clearly no one seems to be doing.
This whole 6 month wait period for deactivation is also a joke. Maybe i just dont get the reasoning behind it, but it seems like a bit of a flawed system."
END POST
Is this the kind of Customer service I can expect from Sony? If so then I'll gladly take my business elsewhere. I know, i know, One little person wont matter. Well When this person has been a playstation fan from the beginning, and is losing all faith in the system that hes put countless hours into, its a little gut wrenching when no one bothers to do anything about it.
I just simply want my System back. And i don't want other people having access to it.
I don't expect a reply from you directly.
I don't even expect you yourself to read this, as i'm sure you have a handful of people who read and answer emails for you.
Thank you for your time.
Sincerely,
A Fading Sony Fan.
Mark
