Call of Duty®: Modern Warfare®

I had a very frustrating experience with PlayStation Support when trying to request a refund for a game that simply did not work. I purchased Call of Duty: Modern Warfare and, after waiting more than two hours for the download to complete, the campaign mode constantly returned errors related to the store. The game is structured as a launcher that requires downloading multiple segments as separate DLCs (campaign, multiplayer, etc.), which already makes the experience unnecessarily complicated. Following PlayStation Support’s own instructions, I deleted the entire game and all DLCs, reinstalled everything, and was even advised to download Call of Duty: Warzone as part of the troubleshooting process. To do this, I had to delete several other games due to storage limitations. I ended up spending my entire Sunday — my only free day of the week — trying to fix this issue. In the end, I was never able to play the game at all. This is not an isolated issue. A quick search online shows many users experiencing the same problems, and even PlayStation support agents recommend the same workarounds, which clearly do not solve the root cause. When I contacted PlayStation Support to request a refund, I explained everything in detail. I also clarified that although the game had been downloaded, it had never been played, something that can easily be verified through gameplay data. I was not even asking for a cash refund — I requested store credit so I could purchase a different game that actually works. Despite this, my request was denied with a generic response stating that refunds are not possible once content has been downloaded. This was extremely disappointing, especially because PlayStation’s own refund policy clearly states that faulty content is eligible for a refund, even if it has been downloaded. I followed every troubleshooting step provided by support, none of which worked. The game was faulty on my PS5, yet no real evaluation of the case was made. The policy was applied in the most rigid and convenient way possible for the company, without considering the actual situation. For additional context, I have spent between $900 and $1000 on the PlayStation Store over time and had never requested a refund or contacted support before this incident. Unfortunately, this first experience with customer support was exhausting, frustrating, and left me with a strong feeling of being ignored as a customer. In summary: The game did not work Hours were wasted following ineffective troubleshooting steps Support refused to properly assess the case Refund policies were applied unfairly despite faulty content This experience has seriously damaged my trust in PlayStation’s digital store and refund process. I will think twice before purchasing similar titles again.