For the remainder of my lifetime, I won't give Sony or PlayStation Store another dollar of my money... ever. Ever.For the 3rd time in the last couple of years, my 15 year old Playstation Network account was hacked. Twice previously, I was able to get the account returned to me. This time was a different experience.- I have an OG Playstation Network Account, which is 15+ years old. In that time, I have had the same email address the entire time. For the last 15 years, the same home address and phone number. I have had 2 factor authentication since its introduction. I am the only holder of the original serial number of the PS3 which was used to register the account (a primary trusted identifier for an account). There was a long standing, steady history as a customer with very stable account information.- Sony has no controls or process to protect customer accounts. A hacker was able to convince a Sony rep that they were the rightful owner of the account and didn't have access to any of the long standing identifying info. Sony removed the 2factor authentication, changed the email to an email in another COUNTRY, and then allowed the hacker to change the password and primary language.- When I contact customer service by both phone and via online chat... I was told that the account had changed, and they put controls in place with the "owner" of the account so that no further changes could be made. They will no longer talk to me about my own account.- Any subsequent contact with customer support is automated to say they will not discuss the account with anyone. On the phone, they promptly hang up on you once they look up the account.- I contacted the BBB and filed a complaint. Sony responds with "we are looking into it". The BBB gives you 5 days to accept the "response". I rejected it multiple times say there was no resolution, Sony responds again with "we are looking into it". This cycle happened twice before the BBB gave up on the complaint and closed it saying they know I am unsatisfied. - I tried to dispute my last VISA charge for Annual Subscription, but VISA's terms of service said it was too long since the purchase.- ALL OF MY PRIOR PURCHASES of games, movies, add-on packs, annual subscription, etc... ALL GONE. - On last contact with Sony, they told me to get a new email, open a new PSN account, and pay the subscription again if I wanted to play online.- Sony has a serious issue with account control. Could you imagine if any other major tech company treated your account and privacy like this? This is something government regulators should be investigating.- On top of hijacking my long standing account, the hacker also created a new account with MY EMAIL, in a foreign language. I received an email from Sony to verify the new account. I didn't verify it. Sony said I would have to verify the hacker account (with my email), giving the hacker access (and control) prior to talking to me about it. The hacker would then have a new account with my email and their password, and I wouldn't be able to verify it or take it back. I can no longer even create a new account with my own email. Insanity. - As a single consumer, I have no more recourse or available action with Sony. My only available action is to spread the word and to take my business elsewhere (forever). - My PS5 is now up for sale. Sorry to the new owner.
