I live in the US and preorder all my games on PSN. Every once in awhile I receive an e-mail that a release date has changed and if I want to I can call to cancel the preorder. I have done this twice.
I just got this e-mail:
Your pre-order for XCOM 2 has a new release date and will now be available on September 27th, 2016
If you don’t want to wait, you may cancel your order and receive a full refund by contacting customer support at: us.playstation.com/chat.
However, if we don’t hear from you before August 22, 2016, we’ll assume that you would like to keep your order.
Called support and they say I can't cancel preorders, all sales are final, and they have already given me an exception. But Sony PlayStation was the one who e-mailed me! They proactively offered a refund, and now I am being told I can't have one. I know Final Fantasy XV was delayed two months just this week as well and I would like to cancel that preorder as well. If game publishers can't deliver a title on the promised date, the offer of a refund seems like basic custoemr service. Not asking for anything special, just the refund I was offered by Sony's own e-mail communication.
In a few more days I won't be able to cancel because "you didn't hear from me." So what do I do? Should I escalate this to my credit card company?