So, it would appear that my PlayStation Plus Account was hacked. My wife is the one that really uses it, but the subscription is on my account because it's my credit card. Just seemed like the simplest choice at the time we purchased and setup the console. She was playing online TODAY, June 7th 2016, before she went to work. When she got home and tried to login to her game it prompted her to purchase a PlayStation Plus membership, even though it is the same console, and wouldn't access her game. After a few internet searches we found out the PlayStation Plus account has somehow been set to primary on another device. We only have the one. No one else has ever been given our login info, we don't have it written down anywhere. The only conclusion is that someone hacked us. Here is the conversation we had with a customer service rep through chat:
Carlos: Hello, My name is Carlos how may I assist you today?
Me: Hi, I have a playstation plus account but for some reason all of a sudden it is not set to my primary console and i don't have another one
Me: it just keeps telling me i need to deactivate the other console but i don't have one
Carlos: Hello Derrick! I am sorry to hear that you are experiencing issues with your account and the console is not activated as primary. I am going to check your account at this moment, please allow me one minute.
Me: thank you
Carlos: Thanks for waiting. I can see on the system that you performed a deactivation recently on 06/05/2016 with your account. In this case, you will need to wait for 6 months from the date you performed this deactivation. However, you can submit a ticket to the following web page, so our specialists can review your case, and if approved, they will be able to perform an exception for you.
http://us.playstation.com/deactivate
Me: here's the thing, I didn't do that
Me: matter of fact, we were on it on our 2nd account this morning and afternoon with no problem
Carlos: Hmm, I understand. I am really sorry for that. In this case yes, it will be necessary for you to send us the ticket so our specialists will check what happened with your account, and the console activated that is not yours.
Me: so basically, my account got screwed up and i have to wait god knows how long for you all to fix it? IF you all will fix it??
Carlos: This process will take up to 24 hours Derrick, so once the review is done, you will receive a notification to your email address regarding the ticket you submitted.
Me: how did this happen???
Me: how COULD it happen???
Carlos: Maybe someone else had your account information, have you ever disclosed this information? If you have not, the best would be that in the meantime you reset the password of your account, and do it at least every 2 months so this situation will not happen again.
Me: No not to anyone, I don't even type it in, it's saved in my system
Carlos: Hmm I understand. Thanks for the information, I am submitting this information on the notes so our specialists will review this case as well.
Carlos: Yes, ti would be best if you can reset the password as well.
Me: Even if I do that, I am losing time that I PAID for and am unable to access my content on my sub accounts. Will I be compensated for that?? This is a HUGE inconvenience and there's basically NOTHING I can do about it! I am not the first person to have this problem. There are numerous posts, some from over a year ago, from other people having the same problem. How is there no solution other than that I'm screwed for now?
Carlos: Believe me Derrick I totally understand your frustration, however the very first thing we need to do is investigate what really happened, to do this we would need you to submit the ticket. After that, we can actually see if there is something else we can do for you.
Me: Believe me, I will be submitting a ticket and calling tomorrow during business hours to have this resolved. My wife just got home from work and she can't play her game because SOMEHOW our account was hacked. NO ONE has our information! It's not possbile!
Carlos: For sure Derrick you can contact us back at any time. Also, here you have our phone number. Phone support is available at 1-800-345-7669 and our hours of operation are: 8:00AM to 8:00PM Pactific Time, Monday-Friday, Close on Saturdays and Sundays
Me: Can you tell me the location of the console that is supposedly activated as the primary?
Me: What state?
Me: We live in Kentucky
Carlos: Derrick I am sorry but that is why we need to refer you to submit the ticket so the department in charge will check this information, we are unable to check that information from here.
Me: How are we just being SCREWED like this???
Carlos: It would be the same Derrick, the research our team will do, will check this information and what really happened. I am sorry but that is all the steps we can give you at this moment. Is there anything else I can assist you with today?
There is genuinely no other explanation we can come up with than that we were hacked. We changed our password and submitted the ticket. Now it's just wait and see. If the console was deactivated on the 5th, like he said, then why was she able to access her game on her subaccount on the 6th and 7th?? Will they even approve our claim and give us back access to our membership on our device or are we going to have to wait 6 months or buy her her own membership? This is ridiculous!! Please share your experience and thoughts with us!