{"id":"playstation","page":"https://escalate.alexgaoth.com/#/c/playstation","html":"https://escalate.alexgaoth.com/c/playstation/","generated":"2026-10-15","company":{"id":"playstation","name":"PlayStation (PlayStation Plus and PlayStation Store)","aliases":["playstation plus","ps plus","psn","playstation network","playstation store"],"sector":"subscription","website":"https://www.playstation.com","account_url":"https://www.playstation.com/acct/management","official_domains":["playstation.com"],"security":{"known_scams":[{"kind":"policy","claim":"Unexpected messages that offer game beta or tournament invitations, claim your account was reported and can be restored, or ask you to sign in through a link or share account information. PlayStation also warns not to scan QR codes sent by other people, and about sites that offer free virtual currency in exchange for personal information.","source":"https://www.playstation.com/en-us/support/account/security-best-practice/","last_verified":"2026-10-12"}]},"regulators":["ftc"],"channels":[{"id":"account-management","type":"portal","label":"PlayStation Account Management, Subscription (cancel PlayStation Plus)","value":"https://www.playstation.com/acct/management","purposes":["cancel_service"],"access":"login","notes":"Open Subscription in the left menu and select Cancel Subscription next to PlayStation Plus. On PS5, Settings, Users and Accounts, Account, Payment and Subscriptions, Subscriptions.","source":"https://www.playstation.com/en-us/support/subscriptions/cancel-playstation-plus/","last_verified":"2026-10-12"},{"id":"refund-request","type":"portal","label":"PlayStation Store refund request","value":"https://www.playstation.com/en-us/support/store/ps-store-refund-request/","purposes":["refund_request"],"notes":"Open Transaction History, select the transaction, then Request Refund. Have your Online ID, sign-in ID (email) and the purchase name ready.","source":"https://www.playstation.com/en-us/support/store/ps-store-refund-request/","last_verified":"2026-10-12"},{"id":"support-phone","type":"phone","label":"PlayStation Support (unauthorized payments, payment issues)","value":"+1-800-345-7669","hours":"Mon-Fri 9:00 AM-6:00 PM PT; closed 12/25 and 01/01","purposes":["unauthorized_charge","billing_error"],"access":"human_only","notes":"Support discusses unauthorized payments only with the account holder.","source":"https://www.playstation.com/en-us/support/contact-us/","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"PlayStation Assistant chat (bot button, bottom right of support pages)","value":"https://www.playstation.com/en-us/support/contact-us/","purposes":["refund_request","cancel_service","billing_error"],"source":"https://www.playstation.com/en-us/support/contact-us/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"support-chat"},{"rung":"written_complaint"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel PlayStation Plus in Account Management or on the console; benefits continue to the end of the paid period.","evidence":["cancellation screen or email","next payment date","transaction history"],"steps":[{"do":"Sign in to Account Management, open Subscription and select Cancel Subscription next to PlayStation Plus.","channel":"account-management"},{"do":"If you are within 14 days of the first payment, also request a refund.","channel":"refund-request"}],"facts":[{"kind":"policy","claim":"After cancelling you keep PlayStation Plus benefits \"until the end of any previously purchased subscription payment period.\" Games downloaded through the subscription are then no longer available.","issues":["cancel_service"],"source":"https://www.playstation.com/en-us/support/subscriptions/cancel-playstation-plus/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Free trials \"automatically convert into ongoing paid subscriptions at the end of the trial period.\" You must cancel before the trial expires to avoid the charge (PSN Terms of Service, section 8.12).","issues":["cancel_service","refund_request"],"source":"https://www.playstation.com/en-us/legal/psn-terms-of-service/","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"A subscription can be refunded within 14 days of the first payment, possibly reduced pro rata; recurring fees are not refunded.","evidence":["transaction ID and date","Online ID","sign-in email"],"steps":[{"do":"Within 14 days of signing up, open Transaction History and select Request Refund on the first payment.","channel":"refund-request"},{"do":"If the button is missing, ask PlayStation Assistant chat to check eligibility.","channel":"support-chat"}],"facts":[{"kind":"deadline","claim":"\"You can cancel your purchase of a subscription and request a refund within 14 days from the initial transaction date even after you start using the subscription.\" \"The refund may be reduced pro-rata to reflect the use you've had of the service.\" (PlayStation Store cancellation policy, US)","issues":["refund_request"],"source":"https://www.playstation.com/en-us/legal/playstation-store-cancellation-policy/","last_verified":"2026-10-12"},{"kind":"limit","claim":"The refund request must be for the first payment, not a recurring fee. Free trial time counts toward the 14 days.","issues":["refund_request"],"source":"https://www.playstation.com/en-us/support/store/ps-store-refund-request/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Stopping future payments \"will stop future subscription fees being taken, but you will not receive a refund for payments already made.\"","issues":["refund_request","cancel_service"],"source":"https://www.playstation.com/en-us/legal/playstation-store-cancellation-policy/","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Call PlayStation Support about unauthorized payments; only the account holder can discuss them.","evidence":["transaction details","Online ID","sign-in ID","console serial number"],"steps":[{"do":"Have the online ID, sign-in ID (email), console serial number and recent transaction details ready. Call PlayStation Support as the account holder.","channel":"support-phone"},{"do":"If the charge is not reversed, dispute it with the card issuer."}]}],"facts":[{"kind":"policy","claim":"\"All purchases from the PlayStation Store are final and non-refundable except as stated in this Agreement\" (PSN Terms of Service, section 8.5).","issues":["refund_request"],"source":"https://www.playstation.com/en-us/legal/psn-terms-of-service/","last_verified":"2026-10-12"}],"known_blockers":["Account Management and Transaction History need sign-in.","Phone support discusses unauthorized payments only with the account holder.","On 2026-10-12 the contact page said support was \"currently experiencing technical challenges\"."]},"playbooks":{"cancel_service":{"company":{"id":"playstation","name":"PlayStation (PlayStation Plus and PlayStation Store)","sector":"subscription","website":"https://www.playstation.com","account_url":"https://www.playstation.com/acct/management"},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"Cancel PlayStation Plus in Account Management or on the console; benefits continue to the end of the paid period.","evidence":["cancellation screen or email","next payment date","transaction history"],"steps":[{"do":"Sign in to Account Management, open Subscription and select Cancel Subscription next to PlayStation Plus.","channel":{"id":"account-management","type":"portal","label":"PlayStation Account Management, Subscription (cancel PlayStation Plus)","value":"https://www.playstation.com/acct/management","purposes":["cancel_service"],"access":"login","notes":"Open Subscription in the left menu and select Cancel Subscription next to PlayStation Plus. On PS5, Settings, Users and Accounts, Account, Payment and Subscriptions, Subscriptions.","source":"https://www.playstation.com/en-us/support/subscriptions/cancel-playstation-plus/","last_verified":"2026-10-12"}},{"do":"If you are within 14 days of the first payment, also request a refund.","channel":{"id":"refund-request","type":"portal","label":"PlayStation Store refund request","value":"https://www.playstation.com/en-us/support/store/ps-store-refund-request/","purposes":["refund_request"],"notes":"Open Transaction History, select the transaction, then Request Refund. Have your Online ID, sign-in ID (email) and the purchase name ready.","source":"https://www.playstation.com/en-us/support/store/ps-store-refund-request/","last_verified":"2026-10-12"}}],"channels":[{"id":"account-management","type":"portal","label":"PlayStation Account Management, Subscription (cancel PlayStation Plus)","value":"https://www.playstation.com/acct/management","purposes":["cancel_service"],"access":"login","notes":"Open Subscription in the left menu and select Cancel Subscription next to PlayStation Plus. On PS5, Settings, Users and Accounts, Account, Payment and Subscriptions, Subscriptions.","source":"https://www.playstation.com/en-us/support/subscriptions/cancel-playstation-plus/","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"PlayStation Assistant chat (bot button, bottom right of support pages)","value":"https://www.playstation.com/en-us/support/contact-us/","purposes":["refund_request","cancel_service","billing_error"],"source":"https://www.playstation.com/en-us/support/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"After cancelling you keep PlayStation Plus benefits \"until the end of any previously purchased subscription payment period.\" Games downloaded through the subscription are then no longer available.","issues":["cancel_service"],"source":"https://www.playstation.com/en-us/support/subscriptions/cancel-playstation-plus/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Free trials \"automatically convert into ongoing paid subscriptions at the end of the trial period.\" You must cancel before the trial expires to avoid the charge (PSN Terms of Service, section 8.12).","issues":["cancel_service","refund_request"],"source":"https://www.playstation.com/en-us/legal/psn-terms-of-service/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must provide \"simple mechanisms for a consumer to stop recurring charges\" on the consumer's credit card, debit card, bank account or other financial account.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"ftc-click-to-cancel","title":"FTC \"Click-to-Cancel\" amendments to the Negative Option Rule (2024)","citation":"16 CFR part 425 (2024 amendments, published November 15, 2024)","jurisdiction":"us-federal","status":"vacated","summary":"The FTC's 2024 amendments to the Negative Option Rule (\"click-to-cancel\") were vacated in full by the U.S. Court of Appeals for the Eighth Circuit on July 8, 2025, and never took effect. Do not cite them. For online subscriptions, cite ROSCA (rules/rosca-negative-option) and applicable state automatic renewal laws instead.","source":"https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf","last_verified":"2026-10-12","status_note":"Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-chat","type":"chat","label":"PlayStation Assistant chat (bot button, bottom right of support pages)","value":"https://www.playstation.com/en-us/support/contact-us/","purposes":["refund_request","cancel_service","billing_error"],"source":"https://www.playstation.com/en-us/support/contact-us/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","candidate_channels":["refund-request"]},{"index":2,"rung":"payment_dispute","note":"Card dispute for charges after a cancellation.","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Account Management and Transaction History need sign-in.","Phone support discusses unauthorized payments only with the account holder.","On 2026-10-12 the contact page said support was \"currently experiencing technical challenges\"."],"security":{"official_domains":["playstation.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"Unexpected messages that offer game beta or tournament invitations, claim your account was reported and can be restored, or ask you to sign in through a link or share account information. PlayStation also warns not to scan QR codes sent by other people, and about sites that offer free virtual currency in exchange for personal information.","source":"https://www.playstation.com/en-us/support/account/security-best-practice/","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":11},"verified_from":{"page":11},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 11 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":null,"warnings":[]},"refund_request":{"company":{"id":"playstation","name":"PlayStation (PlayStation Plus and PlayStation Store)","sector":"subscription","website":"https://www.playstation.com","account_url":"https://www.playstation.com/acct/management"},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"A subscription can be refunded within 14 days of the first payment, possibly reduced pro rata; recurring fees are not refunded.","evidence":["transaction ID and date","Online ID","sign-in email"],"steps":[{"do":"Within 14 days of signing up, open Transaction History and select Request Refund on the first payment.","channel":{"id":"refund-request","type":"portal","label":"PlayStation Store refund request","value":"https://www.playstation.com/en-us/support/store/ps-store-refund-request/","purposes":["refund_request"],"notes":"Open Transaction History, select the transaction, then Request Refund. Have your Online ID, sign-in ID (email) and the purchase name ready.","source":"https://www.playstation.com/en-us/support/store/ps-store-refund-request/","last_verified":"2026-10-12"}},{"do":"If the button is missing, ask PlayStation Assistant chat to check eligibility.","channel":{"id":"support-chat","type":"chat","label":"PlayStation Assistant chat (bot button, bottom right of support pages)","value":"https://www.playstation.com/en-us/support/contact-us/","purposes":["refund_request","cancel_service","billing_error"],"source":"https://www.playstation.com/en-us/support/contact-us/","last_verified":"2026-10-12"}}],"channels":[{"id":"refund-request","type":"portal","label":"PlayStation Store refund request","value":"https://www.playstation.com/en-us/support/store/ps-store-refund-request/","purposes":["refund_request"],"notes":"Open Transaction History, select the transaction, then Request Refund. Have your Online ID, sign-in ID (email) and the purchase name ready.","source":"https://www.playstation.com/en-us/support/store/ps-store-refund-request/","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"PlayStation Assistant chat (bot button, bottom right of support pages)","value":"https://www.playstation.com/en-us/support/contact-us/","purposes":["refund_request","cancel_service","billing_error"],"source":"https://www.playstation.com/en-us/support/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"\"You can cancel your purchase of a subscription and request a refund within 14 days from the initial transaction date even after you start using the subscription.\" \"The refund may be reduced pro-rata to reflect the use you've had of the service.\" (PlayStation Store cancellation policy, US)","issues":["refund_request"],"source":"https://www.playstation.com/en-us/legal/playstation-store-cancellation-policy/","last_verified":"2026-10-12"},{"kind":"limit","claim":"The refund request must be for the first payment, not a recurring fee. Free trial time counts toward the 14 days.","issues":["refund_request"],"source":"https://www.playstation.com/en-us/support/store/ps-store-refund-request/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Stopping future payments \"will stop future subscription fees being taken, but you will not receive a refund for payments already made.\"","issues":["refund_request","cancel_service"],"source":"https://www.playstation.com/en-us/legal/playstation-store-cancellation-policy/","last_verified":"2026-10-12"},{"kind":"policy","claim":"\"All purchases from the PlayStation Store are final and non-refundable except as stated in this Agreement\" (PSN Terms of Service, section 8.5).","issues":["refund_request"],"source":"https://www.playstation.com/en-us/legal/psn-terms-of-service/","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-chat","type":"chat","label":"PlayStation Assistant chat (bot button, bottom right of support pages)","value":"https://www.playstation.com/en-us/support/contact-us/","purposes":["refund_request","cancel_service","billing_error"],"source":"https://www.playstation.com/en-us/support/contact-us/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","candidate_channels":["refund-request"]},{"index":2,"rung":"payment_dispute","note":"Card dispute for charges after a cancellation.","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Account Management and Transaction History need sign-in.","Phone support discusses unauthorized payments only with the account holder.","On 2026-10-12 the contact page said support was \"currently experiencing technical challenges\"."],"security":{"official_domains":["playstation.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"Unexpected messages that offer game beta or tournament invitations, claim your account was reported and can be restored, or ask you to sign in through a link or share account information. PlayStation also warns not to scan QR codes sent by other people, and about sites that offer free virtual currency in exchange for personal information.","source":"https://www.playstation.com/en-us/support/account/security-best-practice/","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":11},"verified_from":{"page":11},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 11 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":null,"warnings":[]},"unauthorized_charge":{"company":{"id":"playstation","name":"PlayStation (PlayStation Plus and PlayStation Store)","sector":"subscription","website":"https://www.playstation.com","account_url":"https://www.playstation.com/acct/management"},"issue":{"id":"unauthorized_charge","name":"Unauthorized charge"},"playbook_source":"company","summary":"Call PlayStation Support about unauthorized payments; only the account holder can discuss them.","evidence":["transaction details","Online ID","sign-in ID","console serial number"],"steps":[{"do":"Have the online ID, sign-in ID (email), console serial number and recent transaction details ready. Call PlayStation Support as the account holder.","channel":{"id":"support-phone","type":"phone","label":"PlayStation Support (unauthorized payments, payment issues)","value":"+1-800-345-7669","hours":"Mon-Fri 9:00 AM-6:00 PM PT; closed 12/25 and 01/01","purposes":["unauthorized_charge","billing_error"],"access":"human_only","notes":"Support discusses unauthorized payments only with the account holder.","source":"https://www.playstation.com/en-us/support/contact-us/","last_verified":"2026-10-12"}},{"do":"If the charge is not reversed, dispute it with the card issuer."}],"channels":[{"id":"support-phone","type":"phone","label":"PlayStation Support (unauthorized payments, payment issues)","value":"+1-800-345-7669","hours":"Mon-Fri 9:00 AM-6:00 PM PT; closed 12/25 and 01/01","purposes":["unauthorized_charge","billing_error"],"access":"human_only","notes":"Support discusses unauthorized payments only with the account holder.","source":"https://www.playstation.com/en-us/support/contact-us/","last_verified":"2026-10-12"}],"facts":[],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-chat","type":"chat","label":"PlayStation Assistant chat (bot button, bottom right of support pages)","value":"https://www.playstation.com/en-us/support/contact-us/","purposes":["refund_request","cancel_service","billing_error"],"source":"https://www.playstation.com/en-us/support/contact-us/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","candidate_channels":["refund-request"]},{"index":2,"rung":"payment_dispute","note":"Card dispute for charges after a cancellation.","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Account Management and Transaction History need sign-in.","Phone support discusses unauthorized payments only with the account holder.","On 2026-10-12 the contact page said support was \"currently experiencing technical challenges\"."],"security":{"official_domains":["playstation.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"Unexpected messages that offer game beta or tournament invitations, claim your account was reported and can be restored, or ask you to sign in through a link or share account information. PlayStation also warns not to scan QR codes sent by other people, and about sites that offer free virtual currency in exchange for personal information.","source":"https://www.playstation.com/en-us/support/account/security-best-practice/","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":11},"verified_from":{"page":11},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 11 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":null,"warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-chat","type":"chat","label":"PlayStation Assistant chat (bot button, bottom right of support pages)","value":"https://www.playstation.com/en-us/support/contact-us/","purposes":["refund_request","cancel_service","billing_error"],"source":"https://www.playstation.com/en-us/support/contact-us/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","candidate_channels":["refund-request"]},{"index":2,"rung":"payment_dispute","note":"Card dispute for charges after a cancellation.","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["playstation.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"Unexpected messages that offer game beta or tournament invitations, claim your account was reported and can be restored, or ask you to sign in through a link or share account information. PlayStation also warns not to scan QR codes sent by other people, and about sites that offer free virtual currency in exchange for personal information.","source":"https://www.playstation.com/en-us/support/account/security-best-practice/","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":11},"verified_from":{"page":11},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 11 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"subscription","title":"Subscriptions — how complaints work","last_verified":"2026-10-12","file":"guides/subscription.md","page":"https://escalate.alexgaoth.com/#/guides/subscription"}}