I recently bought a PS5 for my kids but have been running into some frustrating issues with PlayStation support. When I called them to speak with a supervisor, they hung up on me. Then I tried their chat support and my sessions were ended abruptly twice. The main problem is that I got charged twice for my PS Plus subscription. Initially, my account was suspended after a failed credit card payment. Support asked me to add funds via vouchers to unsuspend it, which I did. Then my bank tried to charge the amount again, so I disputed it and it was canceled. After that, the account was suspended again. Support told me to either pay again using vouchers or close the bank dispute. After some hang-ups and ended chat sessions, I had to close the bank dispute and contacted support again. But they insisted on me paying again with vouchers before unsuspending the account. Has anyone else had this kind of terrible customer service experience with PlayStation in the US? How can I escalate this or handle these payment disputes better?
4 Answers
Honestly, best thing to do is to avoid letting any payment woes get out of hand. I always turn off auto-renewals and avoid having a credit card attached directly; instead, I buy PSN gift cards or vouchers to top up my wallet. That way if something goes wrong with the card or payment, my account isn’t immediately suspended. I know this might not fix your current problem, but it’s saved me a lot of headaches.
I had a similar issue where I accidentally bought a game instead of a demo and contacted support. Surprisingly, they were really helpful and fixed it within 20 minutes on the phone with no hassle. Maybe try calling again at different times or ask very politely? Sometimes you can get better luck with different agents.
If the support is completely unhelpful and you’re stuck, you might just have to swallow the cost and pay to get your account reinstated, then cancel your subscription and avoid using your card directly. Or else you risk losing the whole account. It’s painful, but sometimes escalating too much without results just wastes your time. Just keep calm and do whatever’s needed to avoid an account ban.
Yeah, the PlayStation customer service is notoriously bad for these billing issues. From what I’ve seen, disputing charges with your bank almost always leads to your account being banned until you clear the owed amount. Unfortunately, Sony seems pretty strict about that and won’t lift the ban without payment, regardless of the circumstances.
PLATFORM INFORMATION
Thanks, yeah I didn’t want to mention that but I’m actually abroad for work while keeping the US PS account, which probably confuses support when I give my international number or location. I’ve learned to only share my US phone number now when they ask.