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Sony refusing PS Now renewals

Forge64
May 12th, 2022
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  1. Terrionna (5/12/2022, 3:33:00 PM): Thank you for contacting PlayStation, my name is Terrionna how may I assist you today?
  2. Remember: Please do not refresh your screen as it will disconnect the chat session. Thanks!
  3. Me (5/12/2022, 3:33:42 PM): Goood afternoon. I got an email that there was a billing problem renewing my subscription, but my credit card company disagrees. How can I resolve this?
  4. Me (5/12/2022, 3:35:33 PM): I have multiple cards on file, any should work.
  5. Terrionna (5/12/2022, 3:35:49 PM): I will more than happy to help you with that today.
  6. Me (5/12/2022, 3:35:52 PM): The help page just says to start a new subscription, which I can't locate.
  7. Me (5/12/2022, 3:36:00 PM): Thanks, Terrionna.
  8. Terrionna (5/12/2022, 3:36:05 PM): Is this for PlayStation Now?
  9. Me (5/12/2022, 3:36:10 PM): It is. 12 months.
  10. Terrionna (5/12/2022, 3:38:23 PM): Unfortunately, you won't be able to subscribe to PlayStation Now, due to the merge between PlayStation Plus and PlayStation Now.
  11. Me (5/12/2022, 3:38:44 PM): So you declined my renewal because you're changing the service?
  12. Terrionna (5/12/2022, 3:40:20 PM): PlayStation Now is not currently available in all countries
  13. Me (5/12/2022, 3:40:33 PM): It's not available in the US?
  14. Terrionna (5/12/2022, 3:40:44 PM): It is not available at this time
  15. Me (5/12/2022, 3:40:55 PM): Right, but I already had it.
  16. Terrionna (5/12/2022, 3:40:59 PM): In the US as well.
  17. Terrionna (5/12/2022, 3:41:35 PM): Yes, but if has expired then you won't be able to renew it.
  18. Me (5/12/2022, 3:41:59 PM): It didn't expire.
  19. Terrionna (5/12/2022, 3:43:01 PM): Okay, one moment please.
  20. Me (5/12/2022, 3:43:13 PM): Sure.
  21. Terrionna (5/12/2022, 3:44:18 PM): Is this for Playstation Plus or Playstation Now?
  22. Me (5/12/2022, 3:44:33 PM): Terrionna: Is this for PlayStation Now? Me: It is. 12 months.
  23. Terrionna (5/12/2022, 3:46:10 PM): One moment please.
  24. Me (5/12/2022, 3:46:16 PM): Sure.
  25. Terrionna (5/12/2022, 3:48:12 PM): Thank you for your continued patience.
  26. Me (5/12/2022, 3:48:25 PM): It's not a problem.
  27. Me (5/12/2022, 3:50:01 PM): Really, I just need the charge re-attempted. I've verified the card has plenty of available credit.
  28. Terrionna (5/12/2022, 3:50:38 PM): Okay.
  29. Terrionna (5/12/2022, 3:52:06 PM): So unfortunately, you won't be able to renew PlayStation Now due to the merge. The merge will be completed June 13.
  30. Terrionna (5/12/2022, 3:52:09 PM): We do not have additional details surrounding the changes at this time. Please check the PlayStation blog for the latest announcements
  31. Me (5/12/2022, 3:52:40 PM): That's very disappointing. It comes across as a very greedy move, you're declining to renew so that I have to sign up new again.
  32. Me (5/12/2022, 3:53:04 PM): I'd like you to please escalate this issue
  33. Terrionna (5/12/2022, 3:54:29 PM): Okay!
  34. Me (5/12/2022, 3:54:34 PM): Thank you.
  35. Terrionna (5/12/2022, 3:56:39 PM): Thank you for your continued patience.
  36. Me (5/12/2022, 3:56:48 PM): You're welcome.
  37. Terrionna (5/12/2022, 3:58:31 PM): I understand your frustration, and I apologize for the inconvenience! I will certainly escalate the issue for investigation, but at this time we are unable to provide a different resolution.
  38. Me (5/12/2022, 3:58:58 PM): I understand, but I require escalation and an answer from a higher level.
  39. Terrionna (5/12/2022, 4:00:24 PM): Alright, I will be more than happy to get you a higher level! I can certainly request a supervisor for you to speak with. Before I do, I must let you know that I will be escalating the resolution I provided to you based on the information we worked with today. While I submit your request, I would be happy to offer you further articles from our Support website if there are any available for this particular topic, that will help to explain why we were unable to provide you with a more favorable solution today.
  40. Me (5/12/2022, 4:00:52 PM): I understand, and have already reviewed the support articles.
  41. Josue D. (5/12/2022, 4:00:54 PM): Thank you for contacting PlayStation, my name is Josue D. how may I assist you today?
  42. Remember: Please do not refresh your screen as it will disconnect the chat session. Thanks!
  43. Me (5/12/2022, 4:01:15 PM): Hello Josue D. I requested escalation on a PS Now renewal failure.
  44. Josue D. (5/12/2022, 4:03:10 PM): Hello, Rich. I'm really sorry for the inconveniences you are experiencing with your PS Now subscription. We will be working with the Online ID you entered in the pre-chat form. Allow me a moment please.
  45. Me (5/12/2022, 4:03:42 PM): Did Terrionna just dump me back in queue? I was told she would escalate my request.
  46. Josue D. (5/12/2022, 4:04:59 PM): Please take into consideration that you have contacted the right department that handles your type of inquiry being the reason why we all handle the same guidelines and processes, therefore the same resolution will be provided.
  47. Me (5/12/2022, 4:05:25 PM): I see. Quite unprofessional to handle escalation requests this way, though.
  48. Me (5/12/2022, 4:06:18 PM): Since I was not escalated as requested, I am requesting escalation of my issue a second time.
  49. Josue D. (5/12/2022, 4:07:26 PM): I totally understand and I'm sorry for this inconvenience when transferring your chat.
  50. Josue D. (5/12/2022, 4:07:34 PM): Allow me a moment, please stay on the chat.
  51. Me (5/12/2022, 4:07:39 PM): Of course.
  52. Luis D. (5/12/2022, 4:09:20 PM): Thank you for contacting PlayStation, my name is Luis D. how may I assist you today?
  53. Remember: Please do not refresh your screen as it will disconnect the chat session. Thanks!
  54. Me (5/12/2022, 4:09:45 PM): Good afternoon Luis D. Are you handling escalations, or have I been put back in the general queue again?
  55. Luis D. (5/12/2022, 4:10:37 PM): Hi Rich, my name is Luis, I'm the supervisor on duty for PlayStation's Support, please allow me a couple of minutes while I review your previous interaction so I can understand your issue better and provide to you a better assistance. If you have more details you would like to share, please let me know.
  56. Me (5/12/2022, 4:11:49 PM): Sure, I'll wait. I just want to note that the original card on file has plenty of available credit, all the other cards on file have available credit, and I originally contacted to find out *why* my renewal didn't process. I've gotten several responses that I can't renew, and none make any sense.
  57. Luis D. (5/12/2022, 4:13:37 PM): Thank you for your time and the information provided, I understand you need assistance with your membership and the renewal process, I understand how this can impact your day, please allow me just a moment while I work on this for you.
  58. Me (5/12/2022, 4:13:48 PM): Sure, I'll wait.
  59. Luis D. (5/12/2022, 4:15:58 PM): May I ask, have you tried to purchase any other content after you received this email Rich?
  60. Me (5/12/2022, 4:16:09 PM): No, I have not. I just got the email.
  61. Luis D. (5/12/2022, 4:17:57 PM): Thank you for the info, allow me just a moment please.
  62. Luis D. (5/12/2022, 4:19:36 PM): I appreciate your patience, I would like to provide a little more information about the new service for PS Plus/PS Now:
  63.  
  64. As part of this change, PS Now will no longer be available for purchase beginning April 21st, 2022.
  65.  
  66. PlayStation Now will be changing on June 13th and merging with PlayStation Plus. The new PlayStation Plus will offer three membership plans to choose from, with a variety of benefits and game libraries featuring hundreds of recent and classic games to suit your gaming style.
  67. Luis D. (5/12/2022, 4:19:49 PM): You may find more information on our Official Blog:
  68. https://blog.playstation.com/2022/03/29/all-new-playstation-plus-launches-in-june-with-700-games-and-more-value-than-ever/
  69. Me (5/12/2022, 4:20:05 PM): I'll just take this up with your management, since you refuse to escalate.
  70. Me (5/12/2022, 4:20:09 PM): Have a great day.
  71. Luis D. (5/12/2022, 4:20:58 PM): We are here to assist you and we are providing as much info as possible regarding this situation Rich.
  72. Luis D. (5/12/2022, 4:21:14 PM): You are currently talking with highest level of support available through our support channels. You can be sure I have been trusted to deliver the final resolution for this request, that’s why there is no other source that can deliver a different outcome or information.
  73. Luis D. (5/12/2022, 4:21:15 PM): Would there be something else you need assistance with?
  74.  
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