I think there should be an entire thread dedicated to issues with Sony PS Customer Service. I have used the chat twice regarding issues, and both times I could not believe how anti-customer they are (I will use the 800 number in the future per previous post). I ran my own company for 15 years and customer service was the number one priority but then again, I had competition - Sony really does not have much in terms of competition and that is the problem when there is a monopoly.
Issue 1 (a year ago): Purchased PS+ one year subscription gift card. Was logged into account 2 (non-primary) on my phone's PS App. Submitted code and realized immediately I was not on my primary account (which has years of PS+ games saved to it). Contacted Sony support explaining I literally just submitted the code and if they could cancel the subscription from my secondary and move to my primary. They refused (I tried w/ three different reps). I had to purchase another PS+ subscription ($60) for my primary and the secondary PS+ ($60) was useless.
Issue 2 (two weeks ago): Tuesday around 11AM EST I realized I had not downloaded all of the January free PS+ games that I might want. On the Sony site, it said "Amplitude (PS3) FREE for PS+". I click quickly, checkout, see my download, and that my prepaid PS balance was deducted $20+tax for the game! I contact support, she says that it CLEARLY says on the page that at 8AM PST the free game ends. I take a screenshot showing their website is STILL SHOWING IT IS FREE! The information was contradicting - there systems were updating the prices but the website had not updated yet to remove that free image. I explained I had not downloaded the game yet, and she could remove it from my account and refund me because I did not want it unless it was free. After back and forth of making me feel guilty, having to re-explain the situation again, etc. she made a "one-time refund" to my account. At least she refunded me, but not without struggle.