Darin sent a message to Andrew House President and Group CEO, Sony Computer Entertainment, Inc. – email address that said:
Mr House,
I'm writing to you as a last resort. Someone gained access to my son's playstation account on your website and deactivated his all consoles from my son's account. Apparently the hacker then made his console the primary, which gives him access to my son's online games.
I called support to remedy the situation and was told that this activation can only be done once every 6 months, and we would have to wait 6 months to gain access to the games that we legally purchased. That's half the lifetime of most of these games! If this "deactivation" is so important, why is multi-factor authentication not used to authorize it?
Support told me that an "investigation" was performed on my request to get a second deactivation, and it was denied. I was not given a reason, and I was not allowed to communicate to anyone involved in the "investigation".
I can prove that we are the rightful owners of the account and the games associated with it. Yet we are we being denied access -- while some hacker goes to your website; authenticates to a single password; and gains access to all our games. Even though we can prove that we are the account owners, your policy is to allow the hacker access for 6 months. Can you please give us access to the games that we purchased?
Thank you in advance,
Darin
