PSN, Fraud and Refunds

A question about : PSN, Fraud and Refunds

hi Just posting on here to ask for some advice on a pretty serious (for me atleast) issue I'm experiencing with sony.

At the end of last November someone got into my PlayStation account and made multiple charges on my card totalling Ј598. I ofcourse informed the bank as soon as possible and they cancelled the card. I also informed sony and they got me my account back.

I then entered a very long laborious process of applying for a refund for these charges through Sony. I provided them with console serial numbers, proof of purchase and ID all in an effort to verify myself and prove that these charges are fraudulent. SO a couple of weeks ago (5-6 weeks after taking out the complaint in the first place) now after many phone calls of badgering I received their verdict.

I am not eligible to a refund supposedly as in their T&C's it says that any purchase made through my account is automatically a contract between them and myself to pay said amount.

They told me my only option if I want my money back is to do a chargeback through my bank but they will then ban my account and may also blacklist my consoles. This is not an option for me as I easily have Ј5-600 in playstation hardware as well as a very old account that likely exceeds Ј600 in value too.

I am now in the process of writing a formal letter of complaint to sony about this matter. Does anyone here have any advice I can follow?

Best answers:

• Ask for details of the device the finds were added with, and for what.
  https://legaldoc.dl.playstation.net/p...SER-AGREEMENT/
  Section 6.9 would be applicable here, and if noone in the house knows about this being added, then IMO a refund would be required by law.
• I had a similar experience about six months ago, someone purchased FIFA 14 coins using my sony playstation account at the early hours of the morning (I was asleep). Rang the bank to block the card and Sony, bank initially refunded. Sony tried the above line with me however I pointed out to them that they can actually access my account and see I've never played said game, never been on the console at said hour of the night AND they were aware of this fraudulent hacking of peoples accounts (It's a common occurance, just have to google it) AND that their network is regularly compromised AND the IP address that accessed my account was likely not even in the same country how can they have the gall to say I'm at fault or liable... and they backed down eventually!
  Since then I've never used, and will never use, my credit/debit card details on their consoles for my account, I only purchase the wallet top-ups. I'd recommend fighting them every step of the way.
• Dont back down.
  Might seem like David vs Goliath, but fight them every way you can.
  Go to the press if needs be / Watchdog anywhere we you can get yourself heard more.
• Sorry for the lack of updates:
  after sending a formal complaint letter I received a phone call from sony re-iterating why they were refusing a refund.
  I have just filed a small claims court claim citing the Unfair Contract Terms Act and Consumer Contract rights. Hopefully things start going my way.