I have been experiencing a very frustrating issue while trying to update my email address on my account. I no longer have access to the email address currently associated with my account. When attempting to update to my new email the system informed me that it is too similar. I began a live-chat and was told by 2 separate customer service reps that they were unable to help me without either the serial # from the console I initially set up the account with (a PS3 that I sold nearly 3 years ago when I got my PS4) or the first 4 digits and last 4 digits of the payment method on my account (I use only use gift cards because I'm uncomfortable putting a card on file due to the numerous PSN hacks). After a bit of back and forth, the last rep I chatted with even informed me that he was looking at my profile as we were chatting and could have easily changed the email to my current address but was hamstrung by company policy.
HOW **bleep** BACKWARDS IS THAT???
Below is the transcript of my last live-chat. I have omitted my email addresses
Jared (3/3/2016, 12:31:58 AM): Hello, My name is Jared how may I assist you today?
Me (3/3/2016, 12:32:48 AM): Hi jared, I was just chatting with Josue about an issue and he/she wasn't able to help me
Me (3/3/2016, 12:33:30 AM): I'm trying to update my email but get an error telling me that my new email is too similar to my User ID.
Me (3/3/2016, 12:34:16 AM): I don't have access to the PS3 I originally registered my account with and do not have a payment method linked to my account.
Jared (3/3/2016, 12:34:32 AM): Unfortunately I cannot change the email without that info.
Me (3/3/2016, 12:34:55 AM): I fail to understand why
Jared (3/3/2016, 12:35:31 AM): That is our policy. Then only way to change the email on the account is if you verify the original console serial number or payment information on the account.
Me (3/3/2016, 12:35:34 AM): I have all of my current information and can change it myself but your system won't allow me to use my only Email account
Jared (3/3/2016, 12:36:28 AM): You can change it yourself? What are you trying to change the email to?
Me (3/3/2016, 12:37:35 AM): The *^*^*^*^*^*^@tds.net email is no longer active since I no longer use that internet provider
Me (3/3/2016, 12:38:16 AM): I'm attempting to change it to *^*^*^*^*^*^@gmail.com but the system rejects it saying that it is too similar to the User ID
Jared (3/3/2016, 12:38:44 AM): What is your online ID?
Me (3/3/2016, 12:38:51 AM): JevenStones
Jared (3/3/2016, 12:40:35 AM): Okay, what I would recommend doing is creating a new email and changing it to that.
Me (3/3/2016, 12:42:12 AM): That's unacceptable. I have an email address already and don't see the need in setting up an entirely separate account just for my playstation.
Me (3/3/2016, 12:42:36 AM): If you can't help could you please connect me with someone who can?
Jared (3/3/2016, 12:43:08 AM): We all have to go by the same policy, even our managers. We will all tell you the same thing, you will need to create a new email to change the email.
Me (3/3/2016, 12:44:46 AM): Is there anyone over your manager who might be available? I understand that you have to go by your policies, but I find it absurd that I can't get this taken care of
Jared (3/3/2016, 12:45:23 AM): Unfortunately there isn't. The only option you have is to create a new email account so you can change the email linked with your PSN.
Me (3/3/2016, 12:47:03 AM): I understand. Could I please get your employee ID or a reference # for this chat so that I might reference this when I call and speak to someone during regular business hours tomorrow?
Jared (3/3/2016, 12:47:55 AM): They are going to tell you the same thing. Everyone is going to say this. I cannot change it because you don't have original console serial number or billing info. And you can change it, it just has to be another email, because yours isn't working.
Me (3/3/2016, 12:49:43 AM): The email works just fine. I have been using it for several months already. Your system will not allow me to use MY email because it is so similar. I fail to see why similarity should have anything to do with this in the first place.
Me (3/3/2016, 12:51:50 AM): Is that manager you mentioned before available?
Jared (3/3/2016, 12:52:01 AM): There isn't a manager available at the moment.
Me (3/3/2016, 12:52:33 AM): You are able to see my account information now, yes?
Jared (3/3/2016, 12:52:41 AM): I can.
Me (3/3/2016, 12:52:45 AM): My name current email, etc?
Jared (3/3/2016, 12:52:48 AM): Yup.
Me (3/3/2016, 12:54:13 AM): How is it that you cannot simply reset or change the email? Why do you need a serial # from a PS3 that I haven't owned in over 2 years or payment method info before you can help?
Jared (3/3/2016, 12:54:33 AM): I could simply change it, but I need to verify some info first.
Me (3/3/2016, 12:55:13 AM): I can give you the serial # from my current PS4, will that suffice?
Jared (3/3/2016, 12:55:20 AM): No, I need the original one.
Me (3/3/2016, 12:56:14 AM): How are playstation users supposed to know that? The account should update when they move it to another console.
Jared (3/3/2016, 12:56:46 AM): Because, if someone were to take someones account, they can put it on their console. So that wouldn't prove anything.
Me (3/3/2016, 12:57:44 AM): Someone else probably registered another account on the original PS3 after I sold it, do you just go down the list until you find the user in question?
Jared (3/3/2016, 12:58:41 AM): Okay, this is our policy: if you want to change the email with us, i need the original console serial number or billing info, if you do not have that, I cannot assist you with changing your email.
Me (3/3/2016, 1:00:08 AM): That's unacceptable. I do not have a payment method on the account due to the numerous hacks that the PSN has experienced since I've been a PSN user. I work strictly through gift cards.
Jared (3/3/2016, 1:00:55 AM): Then there is nothing I can do to assist you with this account, is there anything else I can assist you with today?
Me (3/3/2016, 1:02:17 AM): Yes. I understand that your hands are tied so I'll be needing that manager you mentioned earlier. High enough up the chain, someone should be able to do what I need done.
Jared (3/3/2016, 1:02:42 AM): There is no manager or anybody available since it is too late.
Me (3/3/2016, 1:03:49 AM): is there possibly a phone # for someone higher up you could give so that I might be able to resolve this during normal business hours?
Jared (3/3/2016, 1:04:31 AM): Unfortunately there isn't any higher up contact info. There is a phone number for customer service, but they are exactly the same as me just on phones.
Me (3/3/2016, 1:05:09 AM): Do you know if they would have a supervisor available?
Jared (3/3/2016, 1:06:08 AM): Yes, they will have a manager available who will tell you the same thing.
Me (3/3/2016, 1:06:24 AM): Could I have that number please?
Jared (3/3/2016, 1:06:58 AM): Phone support is available at 1-800-345-7669 and our hours of operation are:
8:00AM to 8:00PM Pacific Time, Monday-Friday
Closed on Saturdays and Sundays.
Me (3/3/2016, 1:08:52 AM): Thank you Jared. I apologize for being one of "those" customers. I appreciate you trying to help. It's unfortunate that you're restricted by company policies that make little to no sense. I'll call that line tomorrow. Thanks again and have a good night.
Jared (3/3/2016, 1:09:11 AM): It's okay, I understand this can be frustrating it's just our rules. Okay, Have a great night as well!