SONY PSN (Refunds/Banned Account) and Damn KIDS! RANT.

Storm on 06/06/2017 - 14:26

So, my 9 year old boy was playing the free game 'Drawn to Death' (which he shouldn't have as it has swearing in it, but anyhoo) on the PS4. I was elsewhere around the house.

I get an email from PayPal saying $70 was just spent on some in-game content from Sony. WTF?!

Kid busted. Swears he was just looking and didn't actually buy anything (a 10-pack of cases for skins, weapons or whatever). Kid banned off PS4 FOREVER. He didn't use the cases (in-game content purchase).

Contacted PayPal, stating he'd done this really bad thing and it wasn't authorised.

Paypal refunded/reversed the charge.

A week later, Sony ban my account.

I talk to them. Absolutely nothing I can do except buy some PSN wallet cards from JB-HiFi or wherever, and email pics of them to Sony, to pay for the $70 in-game purchase.

"It's a Sony Interactive game… the in-game gear hasn't been used. Can't you just remove that content from my game/account on your servers"? NOPE.

"Can't you just remove the game entirely from my account"? NOPE. You could re-download it and the extra content would still be available.

So basically, because my boy stuffed up somehow (his first ever time of buying something online, accidentally or not), Sony are holding my account to ransom, and refuse to do anything about it until we pay up for content I didn't authorise and got in contact with PayPal about within minutes.

Before the haters start hating:

  • Yes, I know my boy was an idiot, and is probably lying about not buying the content (surely you'd have to see a confirmation button or two to buy stuff for that game)
  • Yes, I know Sony have a get-out clause in their terms/conditions, basically saying 'Too Bad!' for any chance of refunds on in-game content purchased, even if it's due to some hacked accounts. They have some policies for games purchased (14 days limit as long as you don't play it).

My point is that surely this happens sometimes, and that Sony could be much friendlier to their customers. The add-on wasn't used. It is a Sony produced game (so they could remove the add-on from my account if they really wanted to). If it had been a refund to the PSN wallet then fine… I've spent hundreds on PSN.

But no. They are not reasonable at all, and have a 'Stuff you' attitude.

Poll Options

  • 272
    Too bad! So sad! Pay up!
  • 102
    Sony are money-hungry bastards!
  • 13
    I really don't care, I always buy pre-paid wallet cards for PSN to avoid this issue, fool.
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Comments

  • Steven Reece Lewis on 07/06/2017 - 21:31
    +1

    I really wish the ACCC would come down on Sony like they did Valve with their steam refund policy.

    • [Deactivated] on 07/06/2017 - 23:04

      I think that Sony should have been the target, they are way more shonky than Steam

      • Velathial on 08/06/2017 - 06:41

        Lol steam was notoriously bad. Sony atleast responds to customers.

        • [Deactivated] on 08/06/2017 - 06:51

          Steam were pretty bad before ACCC took action, and ACCC did the right thing, just saying Sony are worse and it would have set an even bigger example to the industry

  • Codeman on 07/06/2017 - 22:59

    @KaTst3R I'm afraid that you are incorrect, in that Sony already have implemented automatic checking for authority to be able to use PSN bought content, in particular for your non primary PS4 as I experienced recently when the Sony servers were not available, not one of the PSN bought games would play, they were locked until the PS4 could once again reach the servers. Secondly I have found that content seems to require re-activation on the anniversary of renewing your PSN account, otherwise that content is not usable until the license is restored, you would only notice this if you go back to playing an old game having given it a break for some time.

    • KaTst3R on 08/06/2017 - 14:46

      Thanks. It is possible what you say is valid. I know there is occasional checks on permission and sometimes you do have to restore license if there is any issues.

  • Codeman on 07/06/2017 - 23:03

    Also as what Ivan Krazy inferred to using a password for the PSN store purchases, the best way to keep the PS4 & your wallet safe, is to put a login password on the primary account which purchases content so kids can't even login to your account on the PS4, and create a more restricted account for them which could include filtering to prevent them from playing undesirable games.

  • Alpacino299 on 07/06/2017 - 23:34

    Yes Sony are the king of no refund, check Reddit for their employees rants on how bad it is.
    They docked me for a psn plus Auto subscribe that was disabled, said they couldn't do anything so I got my bank to reverse charge the bastards.

  • Velathial on 08/06/2017 - 06:38
    +3

    Retracting the payment via paypal was your worst move. Any business would do what sony has done, Valve would of barred the entire account on this act alone, and they have still do this to people not using the refund function in steam.

    You should of went directly to sony after the purchase first, not saying this would of helped, but would be better than attempting to snatch back the money for the goods received.

    This is just a lesson that oversight is everything. Sure, sony havent got a comprehensive return policy on digital goods, but i struggle to name any digital distribution services for games that do (barring steam).

    Refunds for digital goods is something thats not universal. Until there are changes everyone should be weary of anyone using an account with auto logon to paypal. We cant keep blaming companies because they dont have the current capability to refund. Microsoft is only recently adding this to their digital store.

    Just take the hit, and move on.

  • johnno07 on 08/06/2017 - 07:49
    -1

    Videogames are fun, and your kids are going to be playing them. As with any of your child's interests that take up a significant portion of their lives, it really helps if you also make an effort to take an interest. That way you can hopefully avoid "accidental" in-app purchases, or letting them play games with swear words (aka. words they are already using at school whether you want to believe it or not).

  • SilentBob on 08/06/2017 - 08:09
    +1

    How about don't give your not so bright/liar child access to your payment info/accounts with payment info stored.

    No officer I swear I didn't do anything I was only looking…

    • ProjectZero on 08/06/2017 - 09:38
      +1

      For security reasons, I pretty much avoid storing payment details in an account that is not secured by two step verifications. Sure the two step verifications can still be hacked but less likely.

      • SilentBob on 08/06/2017 - 16:11

        Yep that's a good way to do it.

  • x853 on 08/06/2017 - 10:17
    +1

    Your kid stuffed up - just cop the cost and move on. Improve your PSN security process, lesson learned - move on.

    Sony doesn't want to deal with a bunch of parental (profanity), they want a simple to follow rule and apply it to everyone.

  • cyrax83 on 08/06/2017 - 10:23
    +2

    Why wouldn't you contact Sony before doing a charge back? Even Blizzard bans your account if you do a charge back. You should be lucky Sony is allowing you to buy some PSN cards to re-instate your account

  • Duram on 08/06/2017 - 11:11

    In your situation I am on the side of Sony.

    But Sony are pricks, my PS4 account was hacked and someone bought ummm neverwinter nights gear? or something like that.

    Sony admitted it was hacked / compromised, they said I would get a refund. It didn't come after a few weeks I raised another ticket and without saying it they pretty much said I could go down this path but it could result in my account being banned permanently, I have at least 1K of digital games so I gave up on getting a refund.

  • Ughhh on 08/06/2017 - 11:24
    +3

    I'm pretty sure this is how Sony feels

    https://www.ozbargain.com.au/node/311647

    • KaTst3R on 08/06/2017 - 12:37
      +1

      Scums…

  • jonathonsunshine on 08/06/2017 - 12:27

    I added paypal to my account to buy some games. I bought a 12 month ps+ card and set it to not renew. It expired and I was over the playsation by that point, housemate bought a three month one to play fifa and when that expired that auto billed me for a new one.

    They are absolute dogs. Doubt xbox are any better though.

  • Ataskuri on 08/06/2017 - 12:57

    This is why you should make a secure password that isn't set on remember me if you let others use your account. How did you contact paypal in regards to this issue? Did you phone them or email them?

  • Wallyt99 on 08/06/2017 - 12:58

    You should push your rights in this issue in my view. Your son is a minor and has no capacity to contract. His 'agreement' to purchase the content is invalid because of this - the sale of the online content is void. They might try to suggest - you signed in - however there would be arguments against this also.

  • mooseymoose on 08/06/2017 - 13:52
    +4

    A chargeback isn't there for when customer's change their mind or make a mistake - chargebacks are urgent requests for reversals in relation to fraudulent purchases and all banks/payment providers take it really seriously. On top of that, merchants are penalised when they are given a chargeback, so now you have cost them money, over a mistake that was all your fault and not Sony's.

    Sorry, but I don't know why you would think to chargeback through paypal and not contact Sony customer service first.

  • BryceW on 08/06/2017 - 15:57
    +5

    OP was in the wrong.
    From Sony's perspective the account bought an item, they delivered, then OP charged it back. From their perspective it looks like the usual fraud they get every day.

    OPs first thing should have been to contact Sony so they can remove the items and reverse the funds, but instead he TOOK back the funds.
    Sure, the kid shouldnt have done it, sure it wasnt authorized, but he should have told Sony that.

    • JimmyF on 09/06/2017 - 11:19

      authorized is a tough thing… From Sonys angle is was authorized. Their account brought the item etc, just the OP didn't agree to their kid buying it.

      Also the OP didn't have password required on purchases, silly move with kids!

  • zqipz on 08/06/2017 - 20:27

    I've dealt with them recently it's painful. I was playing a game at the time when Fallout 4 was purchased on my account, which I already own on disc. Cost $99 and no one else has my PSN details. I noticed it the next day. First thing I read is do not cancel the trans through Paypal as they will ban your account. I called them and asked for the IP of the purchase and if I was logged in at the time. Which the couldn't provide and which I argued about capturing that info from an online transaction. I hadn't downloaded the game and I had to email photo's of the disc and box of the game I bought a year prior. Could've been anyone's copy though for that matter. They refunded me but having the physical copy was the biggest thing that saved. The caller treated me with like a thief, didn't believe a word I said, gave me some crap analogy, which I told him was crap, but I did get the money back.

    • JimmyF on 09/06/2017 - 11:18

      You do realise that many people claim 'they didn't buy it' to Sony all the time. Hence their tough line.

      Kids buy/charge games to mummy/daddys credit card, they freak out etc and try to get a refund.

      Someone buys a game, and then has buyers regret etc.

      In your case, Sony did refund you, so all good. You had to jump through a few hoops to get your $99 back. Sounds fair.

      • zqipz on 10/06/2017 - 21:25
        +1

        The only reason I was refunded was because I owned the disc and sent them pics, I actually asked them about that… however, "According to the PlayStation Store cancellation policy: If you change your mind about a purchase made from the PlayStation®Store, you can request a refund to your PSN wallet within 14 days from the date of transaction, provided that you have not started downloading or streaming your purchase.". This wasn't an option for me. Hence, painful.

  • stingyashell on 08/06/2017 - 21:27

    just hang on there, greatness await. your account might return in no time.

  • jason101 on 09/06/2017 - 07:53
    +3

    We sell things online - people who receive legitimate product charge back on us all the time - it is a frustrating and time consuming process for businesses to defend continual charge back attempts. Clients don't come back to us and ask a question or lodge a query, they just go straight to their bank or paypal and commence chargeback proceedings.

    I wish paypal would charge a fee for chargeback attempts proven to be frivolous, ie where sellers can demonstrate tracking, delivery receipt etc.

    "My kid made the purchased and he shouldn't have" / "I didn't recognise your business name on my statement" are the most common excuses we receive when I angrily ring customers and ask them why a chargeback has been lodged.

    • JimmyF on 09/06/2017 - 11:15

      people are scum and trying to get 'free' products' all the time.

      Sort of like the OP, they went via 'paypal' for a refund, rather than going to Sony directly.

      What Sony did to the OP is well known for users who do chargebacks to them. Can't have your cake and eat it too!

      I agree with Sony, you brought something, then charged back (aka Sony didn't get the money), so Sony blocks the account.

  • keishton on 09/06/2017 - 09:24

    sucks but to look at it another way. you got to teach your kid the importance of money and the dark harsh world of games capitalising on "accidental" purchases (common in ios) for only $70. not too bad….i've heard worse stories…

  • JimmyF on 09/06/2017 - 11:12
    -1

    "Yes, I know my boy was an idiot, and is probably lying about not buying the content"

    Ok then, so you agree it was purchased, so pay the money and move on. Lesson learned for the future hey?

    Also turn on this

    https://www.playstation.com/en-au/get-help/help-library/stor…

  • Yuri Lowell on 09/06/2017 - 12:21

    Sony's banning/refund policy is crap but this was entirely your fault. Why should you get your money back? You should have contacted Sony instead of Paypal.

  • khell on 09/06/2017 - 13:09

    You shouldn't have gone through the payment processor (PayPal) to dispute the charge, but Sony wouldn't have given your money back either, though I agree they should have, even if it had to be a "gesture of goodwill". I think the real reason they refused is more that their backend system architecture SUCKS and they actually, physically can't. This is the PSN that after over a decade still has NO option to change your username.

    Sony are money-hungry bastards! You should give this to A Current Affair. :P

  • yasindesign on 09/06/2017 - 14:33

    Is there a clause about minors buying stuff?

    • tomsco on 09/06/2017 - 16:03

      As far as Sony is concerned the parent bought it.

      No way Sony can tell the OP let their child on their account.

  • [Deactivated] on 09/06/2017 - 17:38
    +1

    Don't blame Sony… Get your kid to do the dishes for the next few weeks and make up for the $70! 😀

  • Savas on 09/06/2017 - 17:58
    +1

    and please tell them to never buy micro transactions…

  • wkd on 09/06/2017 - 18:59

    if you have a steam account you better keep your kid away from that too

  • imurgod on 09/06/2017 - 23:32

    Leave Sony. Steam refund your money even if you just don't like your game.

  • gimli on 10/06/2017 - 06:57

    Bikies

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