Had a PS+ subscription (that I hadn't used in over 6 months) that auto-renewed. Right after it happened, I checked Sony's site to see if I could cancel and get a refund. And indeed, according to Sony's stated policy, it is possible to get a refund if you request cancellation within 14 days.I tried using the online help pages, but each link they provided sent me further and further down the rabbit hole until finally I ended up back at step one. I next tried chat, but I was never able to reach anyone. It was the same thing--chat gave me links to follow, but ultimately they just led me in circles.Next, I tried calling. 5 times over the course of 3 days, in fact. I was never able to reach anyone. The menu prompts instructed me to use the online chat feature, which I'd already tried repeatedly without success. But never once was I able to speak to an actual person.Finally, I called my bank to dispute the charge. After a few weeks, my bank sided with me and reversed the charge. About a week later Sony retaliated by banning my account. I tried contacting Sony again, and this time was able to reach someone. They said that I was banned for chargebacks, and that it did not matter that I had tried repeatedly to to contact them within 14 days because I had violated their terms due to the chargeback. They seemed not to care or acknowledge why I had to resort to a chargeback. I appealed the decision and was given the same verdict. As a last resort, I decided to send a written letter to Sony explaining the situation and asking, as a near 30-year Playstation user, that they please work with me to find a solution. I sent the letter in July but did not receive a response. I sent the same letter again in October, and finally received a phone call on December 14th. The agent was rude and repeatedly talked over me, and he said that the only way I could regain access to my account was by paying the "debt" that I owed Sony. I explained again why I turned to my bank for help (because Sony had made it impossible to get help), and he said that there was no record that I had ever contacted Sony for help. Well, I went into my Verizon call log and found the exact dates and times I had called. He shouted at me and said there was no record of my having contacted them, and then he hung up on me. Just think of the audacity of it: Sony took almost 6 months to reply to my letter, only to tell me that I owed them money and by yelling at me and hanging up on me. What disgraceful conduct and "service." I tried one last time to call for help, but the agent hung up on me within the first minute of the conversation. At no point did I raise my voice, use a hostile tone, swear, etc. Congratulations, Sony, on alienating a lifelong customer. I will never purchase another PlayStation product or game again, and I will never buy another Sony product as long as I live. I went out of my way to try to do things the way I was supposed to, but Sony made it literally impossible to get help--treated me like I was the bad guy.Sayonara, Playstation.
