Kimberly and Chad sent a message to Andrew House President and Group CEO, Sony Computer Entertainment, Inc. that said:
Esteemed Sir:
My request is simple sir, all that I am asking for is that Sony PSN please deactivate the device of the person who illegally hacked my system so that I can again have access to my account.I have been contacting Sony Playstation Network support for a month regarding our PSN account. Our account was hacked on 7/14/2015 at approximately 10:48 am PST. To be clear, we know how to use the internet, we did not in any way shape or form give out our login information, our account was hacked. The person that hacked us went onto PSN online and deactivated our device as the primary for the account and then activated their own as primary. This allowed them to play any games downloaded under our ID on their machine under any other account as long as they kept us as primary. They then proceeded to download funds to our online wallet and make purchases until the wallet was empty. I contacted Sony immediately upon receiving notifications of purchases. They deactivated the games purchased, removed the saved card from our acct and I changed all of our passwords. Since the device information, IP address and associated accounts for the person who had done this were available to Sony (as the person was logged in on his or her terminal) I requested that they turn over this information to the authorities and filed a police report with my local PD and also a fraud report with the IC3 (internet crimes). I later discovered that we could not activate our PS4 as the primary because "another device was already primary". I went online and tried to deactivate this "other device" which was not our device, but was in fact the device of the criminal that hacked our account, but was unable to do so because online deactivations can only be done once every 6 months (for my protection) Since person that hacked my account used online deactivation to remove my device first, I could not remove theirs. Your less than helpful support staff advised me that if I was unable to deactivate online it had to either be done at the device itself or using a webform and providing the serial number from the device. Since I have no idea of the location of the criminal that hacked my account, this is clearly not possible, which I explained to them to no avail. I have spent 3 weeks pleading my case to your "support staff" and finally was told that if I sent my request along with a copy of the police report to ps_consumer_services_team@playstation.sony.com then someone would be able to assist me. I did so, and have to date received no response. I re-sent the email with a flag for a "read receipt" to ensure that it has at least been read and thus far is has not. I again tried calling customer service, explaining my situation, the long wait for a resolution, and the fact that to date I have been unable to access any of my games for 1 month. The representative advised that my case has been escalated to corporate, which I had explained was already done. They refuse to provide contact for or connect me to the department that is actually in charge of responding to my request, nor will they provide me direct contact information for "corporate"
Again, my request is simple, all that I am asking for is that Sony PSN please deactivate the device of the person who illegally hacked my system so that I can again have access to my account. I sincerely hope you can understand my EXTREME frustration with this situation and respectfully request that you deactivate the PS4 device currently activated as primary on my account.
Any assistance you could provide in this matter would be most gratefully appreciated.
Kimberly and Chad
