kentredenite

Live Chat with Evelyn (Sony)

Nov 16th, 2015
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  1. Evelyn: Hello, My name is Evelyn how may I assist you today?
  2. You: Hello, I found some fraudulent charges on my card under my PSN account.
  3. You: I would like to have these charges removed and the corresponding games/services removed from my account.
  4. Evelyn: Hello *******, I'm sorry to hear you are having an issue with your credit card. I understand how frustrating it can be.
  5. Evelyn: I'd be happy to look into this for you today.
  6. Evelyn: Although you have entered information about a SEN account before this chat, could you please provide the following to confirm the *exact* account you need assistance with?
  7.  
  8. - First and Last Name on account
  9. - Sign-In ID (email address)
  10. - Online ID
  11. You: Sure.
  12. You: Name on account: ******* *******
  13. You: Sign-In ID: *******@*******
  14. You: Online ID: *******
  15. Evelyn: Thank you. One moment while I access your account.
  16. Evelyn: By any chance do you happen to know what are the names of the games, date of purchase or price?
  17. You: Yes.
  18. You: Just a few seconds.
  19. Evelyn: Sure.
  20. You: There were four charges to my card, which corresponded to purchases of several games and one "Wallet Funding" that did not correspond to any game purchases.
  21. You: All transactions from 08/14/2015 to 08/17/2015 are fraudulent.
  22. You: The following games were purchased during that time:
  23. You: UNCHARTED 3: Drake's Deception™
  24. You: God of War: Ascension™
  25. You: God of War: Ascension™
  26. You: Oops, I mean Dead Island™
  27. You: PLAYSTATION™ NOW SUBSCRIPTION (not a game, I suppose)
  28. You: PS3™ Themes
  29. You: Grand Theft Auto V™
  30. You: Gran Turismo® 6
  31. You: Call of Duty®: Black Ops II
  32. You: er, Call of Duty®: Black Ops II Map Packs of some sort
  33. You: God of War: Ascension™
  34. You: (twice)
  35. You: and PlayStation®Plus
  36. Evelyn: Thank you.
  37. Evelyn: Would you mind waiting a couple of minutes while a review the account?
  38. You: Sure.
  39. Evelyn: Thank you.
  40. Evelyn: I'm still researching this for you. I appreciate your patience.
  41. You: Is there any information I could provide to help?
  42. You: I also noticed a PS3 System registered under my account that I do not own.
  43. Evelyn: By any chance does someone else have access to your account or console?
  44. You: I have not knowingly let anyone else have access to either my account or console.
  45. You: I believe my account's security had been compromised, leading to this occurence.
  46. Evelyn: I understand.
  47. Evelyn: My best advise in order to prevent this to happen again is to remove your billing information also apply a password on checkout
  48. Evelyn: Here you have a link on how to apply a password on checkout: https://support.us.playstation.com/app/answers/detail/a_id/1211/kw/password%20checkout
  49. You: Thank you. I have already applied those countermeasures.
  50. Evelyn: Thank you.
  51. Evelyn: Allow me a couple of minutes more please.
  52. You: Sure.
  53. Evelyn: Thank you for waiting, would you be so kind of reviewing the transaction history and provide me also with the wallet funding that you don'r recognize.
  54. You: Okay.
  55. You: On 08/14, I see five product purchases, of $0, $0, $134.97, $0, and $14.99 respectively.
  56. You: Along with a wallet funding of $134.97 (corresponding with the $134.97 purchase) and another wallet funding of $150.00.
  57. You: Then, on 08/16, there are six product purchases of $59.99, $59.99, $39.98, $39.99, $0, and $0 respectively.
  58. You: Along with another wallet funding of $134.97.
  59. You: Lastly, on 08/17/2015, there is a wallet funding of $79.97.
  60. You: Based off the numbers, I assume the last wallet funding corresponds with the $39.98 and $39.99 purchases.
  61. Evelyn: Thank you.
  62. You: I can also provide transaction receipts for these transactions, as they were emailed to my account's email address.
  63. You: Several of these purchases were made until a sub-account that was created without my knowledge called bomamamitachinga10@gmail.com
  64. You: *made under
  65. Evelyn: Thank you very much. By any chance do you have the online ID of this sub account?
  66. You: It appears to be boamama10.
  67. You: Ah, in my listing of the games purchased, I missed the games that were purchased onto this sub-account.
  68. You: These include WWE 2K15 ($59.99), Need for Speed Most Wanted ($19.99), Midnight Club Los Angeles Complete Edition ($19.99), Fast & Furious: Showndown ($39.99), and Grand Theft Auto: San Andreas ($14.99),
  69. Evelyn: Thank you.
  70. Evelyn: PlayStation takes all security matters seriously. Your case will be passed on to our Trust and Safety team for investigation and you will hear back from us within 5 business days.
  71. You: How should I expect to be contacted?
  72. Evelyn: Is your email address a valid email address?
  73. You: Yes.
  74. Evelyn: Thank you.
  75. Evelyn: This is your case number: 07397728 for any future reference.
  76. Evelyn: Also I recommend you to reset the password on your account to protect your information.
  77. Evelyn: Here you have some security tips:
  78. https://support.us.playstation.com/app/answers/detail/a_id/2057/kw/protect%20account%20information
  79. You: Thank you.
  80. Evelyn: Also you can check how to Protect your personal information online: https://support.us.playstation.com/app/answers/detail/a_id/786/kw/protect%20account%20information
  81. Evelyn: Is there anything else I can assist you with today?
  82. You: I would like to de-activate the PS3 system that was activated when these charges appeared.
  83. Evelyn: I would be happy to help you with that today. I can't do it for you, but you can follow this link for step-by-step instructions on how you can deactivate game content yourself using the following instructional link:
  84.  
  85. http://us.playstation.com/support/answer/index.htm?a_id=796
  86.  
  87. Or, you can submit a request for a Specialist to deactivate your console.
  88. You will be notified within 1 business day with a response.
  89.  
  90. Here is the link to the online request form:
  91.  
  92. http://us.playstation.com/deactivate
  93. You: The first link leads to an error page.
  94. Evelyn: In this case I recommend you to submit a request for a Specialist to deactivate your console.
  95. Evelyn: You will be notified within 1 business day with a response. http://us.playstation.com/deactivate
  96. You: The second link asks for information that I cannot possibly have, since I do not have physical access to the PS3 system owned by the fraudster.
  97. You: Specifically, the serial number.
  98. Evelyn: That is not a problem! Don't worry, due to you can use the serial number of the console that you currently have due to in this process all the console associated to the account will be deactivated and you will have to activate just the one that you would like to use.
  99. You: Okay, thank you.
  100. Evelyn: You are so welcome! Have a Great Day. Thanks for chatting with us
  101. You: Thanks for your help.
  102. Evelyn: We will always be there for you! You are so welcome! Before I leave you today, please click SAVE CHAT if you would like to keep this transcript. Thanks for chatting - it's been nice talking to you!
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