Can't use account because of negative balance and neither San Diego Studio or Playstation will help to fix it
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My 9 year old son purchased $225 worth of Stubs on The Show 23 on the PS5 and then spent the Stubs (without asking our permission first). I called Playstation Support and asked them for a refund. They kindly credited me the money back.
Ever since that time, we cannot access the game using this particular account (which we've spent A LOT of money on). The game says "The server could not be accessed at this time." There are no error codes. This account works on every other game, just not The Show 23.
Playstation Customer Service, after several calls, told me that, once they refunded the money, the Stubs previously purchased (that had already been spent) were then debited, which left my account with a huge negative balance.
Playstation says that my account is not suspended on their end and that I have to contact San Diego Studio. San Diego Studio customer support has responded to my inquiry with the exact same message each time despite my writing back to them with follow-up questions. They insist the problem is Playstation's to fix. Playstation says that it's San Diego Studio's problem. The message from San Diego Studio is below:
"Thank you for the email, unfortunately. it looks like you reported a fraudulent charge for an MLB The Show purchase. This account has a suspension placed by your console due to this opened fraudulent stub purchase report. You will need to contact your console support for additional information and help with this matter."
Sony said that there is nothing more they can do to help and that they have no contact information for San Diego Studio other than trying the Forums. Neither company is able/willing to help me resolve this problem. San Diego Studio and Playstation are both part of the same company!! There MUST be a solution that can be found.
I am happy to pay back the $225 at this point to get the account opened again, but because I can't connect to my account on the PS5, I can't buy the Stubs and can't do it through PS support and SDS only tells me that it's Sony's problem.
We have spent a tremendous amount of money on this account and I want to get access to it again. I'd love any ideas you all might have of how to fix this. It's been a maddening experience.
Thank you very much for your help.
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First thing to do is enable password for purchases on the store, it will require your accounts password to be entered every time a purchase is made on the PS store, that will prevent this from happening again.
as for the account, try submitting a bug report detailing the issues,you might get a quicker response than customer service emails,good luck. -
I agree about filing a bug report. The connection of the companies isn’t as close as you might presume being a subsidiary of Sony. Sounds like you should’ve come to them for your refund instead of PlayStation.
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@TurkeyBakonHash2 said in Can't use account because of negative balance and neither San Diego Studio or Playstation will help to fix it:
My 9 year old son purchased $225 worth of Stubs on The Show 23 on the PS5 and then spent the Stubs (without asking our permission first). I called Playstation Support and asked them for a refund. They kindly credited me the money back.
Ever since that time, we cannot access the game using this particular account (which we've spent A LOT of money on). The game says "The server could not be accessed at this time." There are no error codes. This account works on every other game, just not The Show 23.
Playstation Customer Service, after several calls, told me that, once they refunded the money, the Stubs previously purchased (that had already been spent) were then debited, which left my account with a huge negative balance.
Playstation says that my account is not suspended on their end and that I have to contact San Diego Studio. San Diego Studio customer support has responded to my inquiry with the exact same message each time despite my writing back to them with follow-up questions. They insist the problem is Playstation's to fix. Playstation says that it's San Diego Studio's problem. The message from San Diego Studio is below:
"Thank you for the email, unfortunately. it looks like you reported a fraudulent charge for an MLB The Show purchase. This account has a suspension placed by your console due to this opened fraudulent stub purchase report. You will need to contact your console support for additional information and help with this matter."
Sony said that there is nothing more they can do to help and that they have no contact information for San Diego Studio other than trying the Forums. Neither company is able/willing to help me resolve this problem. San Diego Studio and Playstation are both part of the same company!! There MUST be a solution that can be found.
I am happy to pay back the $225 at this point to get the account opened again, but because I can't connect to my account on the PS5, I can't buy the Stubs and can't do it through PS support and SDS only tells me that it's Sony's problem.
We have spent a tremendous amount of money on this account and I want to get access to it again. I'd love any ideas you all might have of how to fix this. It's been a maddening experience.
Thank you very much for your help.
If you contact PS5 support and tell them that you want to repay the $225; they will be able to unlock your account.
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@TurkeyBakonHash2 said in Can't use account because of negative balance and neither San Diego Studio or Playstation will help to fix it:
My 9 year old son purchased…….I'd love any ideas you all might have of how to fix this.
Regardless of which avenue you choose to pursue, would you please let us all know how this turns out for you? I’ve not even been here a year yet and I’ve seen similar posts like this before and rarely do we hear of resolution. It almost seems like (I do realize this simply cannot be the case…I hope) anytime someone needs a refund for stubs they lose access to their account and sometimes it looks to be quite a mess. I wish you the best of luck and keeping fingers crossed that you’ll come to a quick resolution. Truly.
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Thanks all for the ideas. I've put in a Bug Report, as suggested, to SDS. In addition, I also decided to again purchase the same amount of Stubs on the PS Store that my son purchased-I didn't think I could do this without access to the game, but I can. Unfortunately, that didn't change anything, but maybe it will take a little while to take effect? Fingers crossed. At the very least, they are having a 50% off sale on Stubs, so it cost half as much for the 202,500 stubs he bought. I'll cross my fingers that this will work and will update you if/when this gets resolved. Thanks again.
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@BalmerOsFan said in Can't use account because of negative balance and neither San Diego Studio or Playstation will help to fix it:
Thanks all for the ideas. I've put in a Bug Report, as suggested, to SDS. In addition, I also decided to again purchase the same amount of Stubs on the PS Store that my son purchased-I didn't think I could do this without access to the game, but I can. Unfortunately, that didn't change anything, but maybe it will take a little while to take effect? Fingers crossed. At the very least, they are having a 50% off sale on Stubs, so it cost half as much for the 202,500 stubs he bought. I'll cross my fingers that this will work and will update you if/when this gets resolved. Thanks again.
SDS can't do anything about it. It's only Playstation. They're the ones who locked the account.
But I'm confused a bit. You originally posted under a different ID than the one you used to reply.
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Playstation says, on their end, that my ID is all clear and has no restrictions. The contend that it's SDS's server that has the issue. Why couldn't it be an issue on SDS's end? I'm asking because I guess I don't get how it works.
My apologies on the different ID. Before I logged in with my Playstation ID and when I responded, I logged in with my "The Show" ID. Do the IDs need to be the same? They are linked.
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Either ID works. My The Show ID is different so I get it. I think you jumped the gun on your purchase. You might not have needed to make one to have your account unlocked. You need to have some patience.
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@fubar2k7 said in Can't use account because of negative balance and neither San Diego Studio or Playstation will help to fix it:
Either ID works. My The Show ID is different so I get it. I think you jumped the gun on your purchase. You might not have needed to make one to have your account unlocked. You need to have some patience.
He definitely jumped the gun. He bought another $225 worth of stubs instead of contacting PS to pay back the $225 that he had refunded. That's what he HAS to do to unlock the account. Pay back the refund. So instead he bought more stubs.
Until he pays back the ACTUAL $225 that was refunded; his account will stay locked by PLAYSTATION.
SDS has NOTHING to do with his PS account being locked.
@TurkeyBakonHash2_PSN if you want the account unlocked; you need to contact PLAYSTATION and tell them that you want to pay back the $225 refund. That's the ONLY way you'll get THAT PS account back.
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@X-FREEZE-OFF-X said in Can't use account because of negative balance and neither San Diego Studio or Playstation will help to fix it:
@fubar2k7 said in Can't use account because of negative balance and neither San Diego Studio or Playstation will help to fix it:
Either ID works. My The Show ID is different so I get it. I think you jumped the gun on your purchase. You might not have needed to make one to have your account unlocked. You need to have some patience.
He definitely jumped the gun. He bought another $225 worth of stubs instead of contacting PS to pay back the $225 that he had refunded. That's what he HAS to do to unlock the account. Pay back the refund. So instead he bought more stubs.
Until he pays back the ACTUAL $225 that was refunded; his account will stay locked by PLAYSTATION.
SDS has NOTHING to do with his PS account being locked.
@TurkeyBakonHash2 if you want the account unlocked; you need to contact PLAYSTATION and tell them that you want to pay back the $225 refund. That's the ONLY way you'll get THAT PS account back.
That’s what I was thinking. You said it perfectly. Now he likely has to pay another $225 to unlock his account unless they unlock him through his bug report.
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@fubar2k7 said in Can't use account because of negative balance and neither San Diego Studio or Playstation will help to fix it:
@X-FREEZE-OFF-X said in Can't use account because of negative balance and neither San Diego Studio or Playstation will help to fix it:
@fubar2k7 said in Can't use account because of negative balance and neither San Diego Studio or Playstation will help to fix it:
Either ID works. My The Show ID is different so I get it. I think you jumped the gun on your purchase. You might not have needed to make one to have your account unlocked. You need to have some patience.
He definitely jumped the gun. He bought another $225 worth of stubs instead of contacting PS to pay back the $225 that he had refunded. That's what he HAS to do to unlock the account. Pay back the refund. So instead he bought more stubs.
Until he pays back the ACTUAL $225 that was refunded; his account will stay locked by PLAYSTATION.
SDS has NOTHING to do with his PS account being locked.
@TurkeyBakonHash2 if you want the account unlocked; you need to contact PLAYSTATION and tell them that you want to pay back the $225 refund. That's the ONLY way you'll get THAT PS account back.
That’s what I was thinking. You said it perfectly. Now he likely has to pay another $225 to unlock his account unless they unlock him through his bug report.
SDS CANT unlock him. Playstation Support unlocked him. And PS Support won't unlock a locked account, due to a charge back, until that charge back is repaid. I know this from experience.
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Users here prolly provided more help than Sony and SDS, good work DD casuals.
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@X-FREEZE-OFF-X said in Can't use account because of negative balance and neither San Diego Studio or Playstation will help to fix it:
@fubar2k7 said in Can't use account because of negative balance and neither San Diego Studio or Playstation will help to fix it:
@X-FREEZE-OFF-X said in Can't use account because of negative balance and neither San Diego Studio or Playstation will help to fix it:
@fubar2k7 said in Can't use account because of negative balance and neither San Diego Studio or Playstation will help to fix it:
Either ID works. My The Show ID is different so I get it. I think you jumped the gun on your purchase. You might not have needed to make one to have your account unlocked. You need to have some patience.
He definitely jumped the gun. He bought another $225 worth of stubs instead of contacting PS to pay back the $225 that he had refunded. That's what he HAS to do to unlock the account. Pay back the refund. So instead he bought more stubs.
Until he pays back the ACTUAL $225 that was refunded; his account will stay locked by PLAYSTATION.
SDS has NOTHING to do with his PS account being locked.
@TurkeyBakonHash2 if you want the account unlocked; you need to contact PLAYSTATION and tell them that you want to pay back the $225 refund. That's the ONLY way you'll get THAT PS account back.
That’s what I was thinking. You said it perfectly. Now he likely has to pay another $225 to unlock his account unless they unlock him through his bug report.
SDS CANT unlock him. Playstation Support unlocked him. And PS Support won't unlock a locked account, due to a charge back, until that charge back is repaid. I know this from experience.
I got you now. Basically he needed to have Sony reverse his refund and he would’ve been good.
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Thanks for your comments. To be clear, this happened three weeks ago, so I feel like I've been really patient. I've spoken to Sony 7 or 8 times. PS Support says that my account is unlocked and has no restrictions. They also said that they cannot reverse the $225 refund once it's been given. PS Support has told me all of the following:
-I needed to contact SDS and ask them to remove the content that I purchased (which apparently they can't?)
-My account has a negative balance once they gave me a refund-I assumed that meant that I had a negative balance of Stubs
-I should go to the Forums to see if they could help me-which brought me to you guysWhen you say that, from your experience, you need to repay a chargeback, how do you do that? Do I contact PS Support and tell them that I want to repay the chargeback? I think I may have asked if I could just give them $225 to fix it and he told me that there was no problem on their end and that my account was unrestricted. I have a feeling that PS Support won't know what to do with the money...but I can call them and try. I'm really hoping that the bug report will do something...
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@TurkeyBakonHash2 said in Can't use account because of negative balance and neither San Diego Studio or Playstation will help to fix it:
Thanks for your comments. To be clear, this happened three weeks ago, so I feel like I've been really patient. I've spoken to Sony 7 or 8 times. PS Support says that my account is unlocked and has no restrictions. They also said that they cannot reverse the $225 refund once it's been given. PS Support has told me all of the following:
-I needed to contact SDS and ask them to remove the content that I purchased (which apparently they can't?)
-My account has a negative balance once they gave me a refund-I assumed that meant that I had a negative balance of Stubs
-I should go to the Forums to see if they could help me-which brought me to you guysWhen you say that, from your experience, you need to repay a chargeback, how do you do that? Do I contact PS Support and tell them that I want to repay the chargeback? I think I may have asked if I could just give them $225 to fix it and he told me that there was no problem on their end and that my account was unrestricted. I have a feeling that PS Support won't know what to do with the money...but I can call them and try. I'm really hoping that the bug report will do something...
Yes. Call them. Tell them you filed a charge back on the account which locked it from being accessed and you want to repay the charge back; so you can play on that account.
But before you do that; can I ask if you played any other games on that PSN ID? And if so; can you play those games? Or are they also locked?
Meaning is the PSN ID that is associated with the charge back locked from ANY game? Or is it just locked from playing The Show?
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@X-FREEZE-OFF-X said in Can't use account because of negative balance and neither San Diego Studio or Playstation will help to fix it:
@TurkeyBakonHash2 said in Can't use account because of negative balance and neither San Diego Studio or Playstation will help to fix it:
Thanks for your comments. To be clear, this happened three weeks ago, so I feel like I've been really patient. I've spoken to Sony 7 or 8 times. PS Support says that my account is unlocked and has no restrictions. They also said that they cannot reverse the $225 refund once it's been given. PS Support has told me all of the following:
-I needed to contact SDS and ask them to remove the content that I purchased (which apparently they can't?)
-My account has a negative balance once they gave me a refund-I assumed that meant that I had a negative balance of Stubs
-I should go to the Forums to see if they could help me-which brought me to you guysWhen you say that, from your experience, you need to repay a chargeback, how do you do that? Do I contact PS Support and tell them that I want to repay the chargeback? I think I may have asked if I could just give them $225 to fix it and he told me that there was no problem on their end and that my account was unrestricted. I have a feeling that PS Support won't know what to do with the money...but I can call them and try. I'm really hoping that the bug report will do something...
Yes. Call them. Tell them you filed a charge back on the account which locked it from being accessed and you want to repay the charge back; so you can play on that account.
But before you do that; can I ask if you played any other games on that PSN ID? And if so; can you play those games? Or are they also locked?
Meaning is the PSN ID that is associated with the charge back locked from ANY game? Or is it just locked from playing The Show?
In his first comment he said it’s just this game and he can play all other games. I think they need to take back whatever cards his kid purchased and they don’t wanna do it.
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@fubar2k7 said in Can't use account because of negative balance and neither San Diego Studio or Playstation will help to fix it:
@X-FREEZE-OFF-X said in Can't use account because of negative balance and neither San Diego Studio or Playstation will help to fix it:
@TurkeyBakonHash2 said in Can't use account because of negative balance and neither San Diego Studio or Playstation will help to fix it:
Thanks for your comments. To be clear, this happened three weeks ago, so I feel like I've been really patient. I've spoken to Sony 7 or 8 times. PS Support says that my account is unlocked and has no restrictions. They also said that they cannot reverse the $225 refund once it's been given. PS Support has told me all of the following:
-I needed to contact SDS and ask them to remove the content that I purchased (which apparently they can't?)
-My account has a negative balance once they gave me a refund-I assumed that meant that I had a negative balance of Stubs
-I should go to the Forums to see if they could help me-which brought me to you guysWhen you say that, from your experience, you need to repay a chargeback, how do you do that? Do I contact PS Support and tell them that I want to repay the chargeback? I think I may have asked if I could just give them $225 to fix it and he told me that there was no problem on their end and that my account was unrestricted. I have a feeling that PS Support won't know what to do with the money...but I can call them and try. I'm really hoping that the bug report will do something...
Yes. Call them. Tell them you filed a charge back on the account which locked it from being accessed and you want to repay the charge back; so you can play on that account.
But before you do that; can I ask if you played any other games on that PSN ID? And if so; can you play those games? Or are they also locked?
Meaning is the PSN ID that is associated with the charge back locked from ANY game? Or is it just locked from playing The Show?
In his first comment he said it’s just this game and he can play all other games. I think they need to take back whatever cards his kid purchased and they don’t wanna do it.
Well, if he can play other games on the same PSN ID, that the stubs were purchased on, then that account isn't locked by PS. PS will lock it from being able to play ANY game. So chances are his account got banned, by SDS, for doing something against their TOS. SDS won't ban due to a chargeback because they have nothing to do with the transaction other than being the main seller of the item.
You pay PS for the stubs then PS sends those funds, minus their fee for being the go between, to SDS. So the party that refunds the money is PS/SIE. They can't get the money back from SDS; so they lock the account in question until the purchaser repayable them.
Once PS/SIE lock and account; you CANT DO ANYTHING on that account. You CAN'T play other games, you CAN'T enter the PS store, you CAN'T sign into the PS app, you CAN'T log into your system, etc.
The fact that he can play other games, and he was able to 'purchase' more stubs, and can't play The Show means that SDS locked his account.
The ONLY reason(s) SDS would lock an account is due to violating their TOS. Not accusing him; but it could be possible it was locked due to cheating in game, market manipulation, or stub transferring.
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@X-FREEZE-OFF-X said in Can't use account because of negative balance and neither San Diego Studio or Playstation will help to fix it:
@fubar2k7 said in Can't use account because of negative balance and neither San Diego Studio or Playstation will help to fix it:
@X-FREEZE-OFF-X said in Can't use account because of negative balance and neither San Diego Studio or Playstation will help to fix it:
@TurkeyBakonHash2 said in Can't use account because of negative balance and neither San Diego Studio or Playstation will help to fix it:
Thanks for your comments. To be clear, this happened three weeks ago, so I feel like I've been really patient. I've spoken to Sony 7 or 8 times. PS Support says that my account is unlocked and has no restrictions. They also said that they cannot reverse the $225 refund once it's been given. PS Support has told me all of the following:
-I needed to contact SDS and ask them to remove the content that I purchased (which apparently they can't?)
-My account has a negative balance once they gave me a refund-I assumed that meant that I had a negative balance of Stubs
-I should go to the Forums to see if they could help me-which brought me to you guysWhen you say that, from your experience, you need to repay a chargeback, how do you do that? Do I contact PS Support and tell them that I want to repay the chargeback? I think I may have asked if I could just give them $225 to fix it and he told me that there was no problem on their end and that my account was unrestricted. I have a feeling that PS Support won't know what to do with the money...but I can call them and try. I'm really hoping that the bug report will do something...
Yes. Call them. Tell them you filed a charge back on the account which locked it from being accessed and you want to repay the charge back; so you can play on that account.
But before you do that; can I ask if you played any other games on that PSN ID? And if so; can you play those games? Or are they also locked?
Meaning is the PSN ID that is associated with the charge back locked from ANY game? Or is it just locked from playing The Show?
In his first comment he said it’s just this game and he can play all other games. I think they need to take back whatever cards his kid purchased and they don’t wanna do it.
Well, if he can play other games on the same PSN ID, that the stubs were purchased on, then that account isn't locked by PS. PS will lock it from being able to play ANY game. So chances are his account got banned, by SDS, for doing something against their TOS. SDS won't ban due to a chargeback because they have nothing to do with the transaction other than being the main seller of the item.
You pay PS for the stubs then PS sends those funds, minus their fee for being the go between, to SDS. So the party that refunds the money is PS/SIE. They can't get the money back from SDS; so they lock the account in question until the purchaser repayable them.
Once PS/SIE lock and account; you CANT DO ANYTHING on that account. You CAN'T play other games, you CAN'T enter the PS store, you CAN'T sign into the PS app, you CAN'T log into your system, etc.
The fact that he can play other games, and he was able to 'purchase' more stubs, and can't play The Show means that SDS locked his account.
The ONLY reason(s) SDS would lock an account is due to violating their TOS. Not accusing him; but it could be possible it was locked due to cheating in game, market manipulation, or stub transferring.
This does make sense actually. It probably came off that way although he didn’t mean it to come off that way.
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Thanks for your responses. Yes, we can use this ID-TurkeyBakon to play other games, so Playstation hasn't locked my account. If violating TOS were an issue, wouldn't SDS have informed me that I had done so? Wouldn't they also have told me, when I submitted an account issue to SDS, that I had violated their terms of service rather than than saying that "my console" had put a hold on my account due to a fraudulent purchase? I should be clear that it's my 13 year old is the major player on this account and put a lot of his money into this game. I highly doubt that he has violated the TOS (for a number of reasons), but I'll ask him.
