I'm hoping that I really did speak to one of your support chat agents! Diana cut off our conversation. I was entirely upset with the professionalism, I also work in customer support and that is not how our company deals with support we help the person till all the questions are answered. I was the last chat of the day and got the support is unavailable screen. I know it was the end of the day and the agent wanted to go home, but you take care of your customers! Not cut the chat short!!! I've never been cut off when using any companies support, this was inexcusable and highly unprofessional! Well guess what? I answered my own questions about my password reset! However, I was unsure of my ID's and unsure if the password resets were real or not!!! I was so upset thinking I had given so much information out to a fake phishing email. I also want to note that the very system I provide the serial number on in fact WAS the system I set it up on!!! I'm throughly **bleep** now after I did manage to successfully change my PW and get in! With absolutely no help from the individual you have working! No help, AND they managed to lie to me in writing!!!! Using their "hot keys" to generate the automatic responses, I followed the security questions on the password help section and successfully did changemy PS4 PSN ID password. I panicked when I thought I had changed it on a phishing email link because I didn't request a personal reset, so I contacted support right away. You know, what if I had? And the creep would have all my info?!?!? Well, my lawyer would be getting involved if the chat agent didn't assist throughly cut the conversation AND lied about the system serial number not being the right device! I saved the conversation, all I need now is the correct supervisor to send a complaint to? Please don't tell me your chat is across seas and the support agent doesn't use their birth given name!!! If so, maybe you should do what all the other big/good companies do and hire support agents in every universal language ... to my knowledge, after reading the forum on how to complain about a support agent I found my answers about why the PW reset was sent over and over. Please advise I DO NOT want PW resets from here on out unless I request it!!! Instead you better change your email marketing to "information about updating your password... dear so and so it appears in our records that you have not changed your password in xx amount of time or logged on for xx months. please click this link and follow the prompts to securely reset your password to update our records and your security" btw since I'm already ticked of I may as well add that charging for a game at stores and then maying it to where we have to then pay online just to play it is entirely wrong on all moral standards. This is why I'm Nintendo full fledged and haven't been on to PlayStation, nor will I buy anymore systems from you in the future if this continues . If you as a company think that having us consumers pay $60+ on games we can't play after initial purchase think that is fair, your wrong! Charging for a game that my kids can't enjoy is highway robbery! We should have a choice to either play on console alone or pay to play online. A choice, that's what we want! I appalled that you think you can push my kids into going online when internet is not an option for my kids! Parental controls or.not I shouldn't have to get my kids excited to open the PlayStation on Christmas with a bunch of games (they opened and can't return I might add!!!) to realize their Christmas is ruined since we don't slow internet in the home! You should be ashamed the way your company has become. Money hungry... this world full of greedy **bleep** big business schmucks that don't care about the consumer anymore. Games should be free and then charged game time and card play. And charge the games if internet isn't an option or game preference offline. XBox and yourselves are not rated" E for everyone" more like G for greedy. -end rant