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Playstation chargeback rules

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I had over £400 of unathorized transactions on my PS online account involving the fortnite game.

These were regular weekly amounts of £19.99 and £7.99 every week.

 

I contacted Halifax bank and they chargebacked all the amounts-so far.

Sony told me the transactions were made from the serial number of my PS console (after i supplied the number , i should have given a friends serial number to test their claims)

 

However, even it was my machine (i am 99.99% convinced it was not) a friend claimed a remote hack can access the account and console.

 

PS banned me from their network as they dont like chargebacks

- and apparently their rules insist that users must contact them first for any unauthorized transactions.

 

There rules are saying if there are unauthorized transactions you must not contact your bank until you contact PS first

-surely that can't be right legally and goes against consumer law ?

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quite correct

and it would have been a continuous payment arrangement against the card

 

pers i'd be complaining to the FOS/FCA

Sony cant make up rules like that


..

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Sadly it would likely take court action to get Sony to change their ways, and they'd drag it out and swamp you in legal fees to try and get you to discontinue


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I'm not sure that Sony are subject to FCA/FOS regulation. The bank certainly are – but I'm afraid that I can't see that you could bring this kind of complaint against Sony.

 

If Sony has a rule about contacting them first about unauthorised transactions, please could you find it and posted up here in PDF format – or else a link to it.

 

It seems to me that this is an unfair term in their consumer contract and it would be governed by the Consumer Rights Act. Furthermore, if they have taken action which prevents you from using your PlayStation properly because you no longer have access to the software that you need, then I would say that this is also a breach of contract.

 

If you would like to take some action on this then we will be very pleased to help you. It seems to me that there are some important principles at stake.


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You don’t need to take Sony to FOS (and as BF says, probably can’t)

That is irrelevant though, as FOS is a route to take against the card issuer.

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You don't mention if anyone else has physical access to your PlayStation. While Fortnite is a free game, it does have in-game purchases and some of these match the amounts you mention. Given that Sony claim the transactions were from your machine, is it possible that someone else in your household has been playing the game and is responsible?

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Thread moved to the appropriate forum...please continue to post here.

 

Andy


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Here are Playstation Terms of Service and User Agreement: https://www.playstation.com/en-us/network/legal/terms-of-service/

 

Have a good read of the Terms of Service in full but have a look at Transactions, Termination / Cancellations, Binding Individual Arbitration, Governing Law.


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You don't mention if anyone else has physical access to your PlayStation. While Fortnite is a free game, it does have in-game purchases and some of these match the amounts you mention. Given that Sony claim the transactions were from your machine, is it possible that someone else in your household has been playing the game and is responsible?

 

Yes there is access - but there are 2 consoles.The affected one is in the main living room in full view of everyone- as it is the main living room -so it would be virtually impossible to do the transactions .Yet oddly , the console in the other room has far far greater privacy - but is not the affected machine

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Update on this

-PlayStation want £400 to un-ban the account.

My bank said PlayStation had 45 days to dispute the chargebacks and provide proof that the transactions were legit -which they failed to do.

So are they admitting liability ?

 

Of course the net is awash with complaints about Sony's policies, so this is not a unique situation.

 

Someone has claimed online they have written to london hq and got refund on several occasions

- although they were lacking on detail.

Might try this - but i'm not convinced tbh

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