This is exactly what happened to me. Permanently banned after account was hacked last week, billed for two purchases i didnt make. My email was also changed. I called SONY and told them to change my email and also noticed the purchases and asked for refund.  I had to report the incident to credit card company, told them not to chargeback until i deal with SONY. SONY said theyd investigate. Then a week later they said they investigated and denied my request. My account is still permanently banned with no reason given, They said they cant speak to me. and I even escalated to a supervisor who hung up on me.