Grieve

What is this about?

First, let me preface with the fact that Sony Entertainment does not currently have 2 factor authentication and has been dragging their feet on implementing it for years now, which I'm fairly certain would have prevented this entire incident.

Last week my PSN account was hacked and charged purchase to my account. Luckily, I discovered it early on and managed to removed my charge info before the hacker changed the email address & password of the account. I then had to wait 2 hours for the Sony Customer Support live chat to open. (The phone lines are open even less...) During this time, I felt it appropriate to open a dispute of the charge through my PayPal to get my money back. During my live chat with their Customer Support, I managed to get my account back due to the fact I could pass along my PS4's Product ID. I was then informed that they could refund my money, but it could only go back into my PSN Wallet for future PS purchases. (Apparently, they'll also only do this 1-time.) I informed the CS rep that I had filed a dispute with PayPal and was informed they permaban my account if any dispute of purchase is filed. I then went back on PayPal, cancelled my dispute, informed the CS rep, and went on to get the the PSN wallet refund with everything seeming good. 

Fast forward to today, I go to try and log on my account and it says that it is suspended. I hope back on the live support and inquire why. They tell me it was because a dispute was filed. I informed the CS rep that I had cancelled the dispute on my end specifically because I was informed not to and did not want my account banned. At this point, I can tell the CS rep just wants to find an excuse to get off the line with me. I comes back stating that he will transfer my case to a "specialist" who will get back to me in 24 business hours. (wtf? Is that just 1 day, 3 business days, or did he mean 24 days?) On top of this, once I get the reply from this "specialist", I'll have 24 hours until the password reset link they send me does not work anymore, if what the specialist determines is in my favor.  

Basically, I need to watch my email like a hawk, pray no work emergencies distract me when the email comes in, and pray this specialist rules in my favor for what I would consider a complete and utter bullshit ToS policy when they have one of the worst security systems in place for large multi-national online service in their industry.