My account was recently compromised as I got a notification from my bank stating of a purchase that I didn't make. I went to try the online chat to see if it was possible to connect to an agent. Although there was a wait time of about 30mins to connect to an agent, everything after that went very smoothly and within 30 mins I was able to change the email address of the account, recover it fully and able to reactivate 2 factor authentication. I previously heard of Sony having terrible customer service, but that was not the case.
