Terrible Customer service!!!
Worst customer service! I bought a game and wanted to have it refunded, as my son did not want it. The only way to get in touch with them is through their support chat, which takes an hour of waiting, while continuing to hit a button on the chat stating that "I am still here" so the chat does not end.
I finally chatted with the agent, who said that no refund could be processed. Basically, all sales are final. However, I was never told this during the purchase process. I contested this and asked to speak to a supervisor. They refused and asked if there was something else or they would end the chat. I said, "Please do not end the chat, I need to speak with a supervisor."
At that, they ended the chat! There is no option given, simply a blank screen saying "your chat has ended." Then their chatbot will not allow you to talk to anyone again about this. I attempted multiple times over days, but could not discuss the matter with anyone else.
From there, I disputed the charge on my card. However, in a retalitory policy, PlayStation then suspended my account, saying that I now had access to a game that I did not pay for. However, the suspension also took away all access to games that I have paid for with many upgrades over the course of years.
I filed a complaint with the Better Business Bureau and told PlayStation about this complaint when I finally got an email about them suspending my account.
After PlayStation's review, the only resolution they offer is for me to buy a gift card then apply the card to my "negative account balance."
Beyond the fact that I don't want the game, and simply wanted a refund, they make you buy a gift card for more than you actually "owe" them. (they only allow gift card purchases in preset amounts)
This is essentially PlayStation holding your account hostage until you pay what they demand. Absolutely terrible customer service!!! If you are between Xbox and PlayStation, go with Xbox.