Sony – Unacceptable experience with sony’s customer support and a transaction involving auric coins

**To Whom It May Concern at Sony Interactive Entertainment,**

I am writing to formally complain about an unacceptable experience with Sony’s customer support and a transaction involving Auric coins on the PlayStation Store, which has resulted in a loss of $100 for my family. This issue stems from a purchase made through a parental account set up solely to facilitate gaming for my children, and I believe Sony’s handling of the situation is unfair and predatory.

My son worked hard all summer mowing lawns to earn money to purchase Auric coins for his gaming account. Following the same process we have used for previous purchases, I bought the coins through the parental account I created to manage my children’s gaming activities. However, this time, the coins were inexplicably credited to the parental account instead of my son’s account. I have never played a game or used the parental account for any purpose other than managing my children’s purchases, and I expected the coins to be delivered to my son’s account, as has been the case with prior transactions.

Upon discovering the error, I immediately contacted Sony customer support to request either a refund or a transfer of the Auric coins to my son’s account. To my shock, I was informed that Sony’s policy does not allow refunds or transfers of in-game consumables like Auric coins, even in cases of clear error or misunderstanding. This policy feels deliberately designed to exploit customers, especially parents managing accounts for their children. My son, who earned this money through honest work, is now unable to use the coins he saved for, and I am out $100 with no recourse. This is not only a financial loss but also a deeply disappointing experience for a young gamer who trusted Sony to deliver a fair service.

Sony’s refusal to address this issue is unacceptable. According to your own PlayStation Store Cancellation Policy, refunds may be considered under certain circumstances, especially when the content is faulty or not delivered as expected. In this case, the coins were effectively misdelivered to an account that has never been used for gameplay, rendering them useless to us. Additionally, posts on X and various consumer forums indicate similar frustrations with Sony’s customer support and refund policies, suggesting a pattern of poor service and rigid policies that harm loyal customers.[](https://forums.moneysavingexpert.com/discussion/5154000/psn-fraud-and-refunds)

I am requesting the following actions to resolve this matter:
1. A full refund of the $100 purchase for the Auric coins, as they were credited to the wrong account and are unusable for their intended purpose.
2. Alternatively, a transfer of the Auric coins to my son’s PlayStation account, where they were meant to be used.
3. A review of Sony’s refund and transfer policies for in-game consumables, particularly for parental accounts, to prevent other families from facing similar issues.