Hi GrvCat,
Welcome to Sony Community!
We apologize for this inconvenience. We understand that this is a serious matter and we want to know more about it. Could you give us more info about this? You can send us a private message with the following information. Reference number from you previous call, when was the last time that you talked to them, their contact number, when did you pay for the support and what covers it?
Regards,
Jen
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