Speaking as a company that deals with frequent account resets I’ll add that account holders routinely confuse the issue with poorly/inaccurately specified ident

Speaking as a company that deals with frequent account resets I’ll add that account holders routinely confuse the issue with poorly/inaccurately specified identities, duplicate accounts, and obsolete contact details. We do our best to apply strict and fair rules, but some cases still get evaluated on a balance of merits and history. I can also safely say that customers who struggle to enter their date of birth consistently see 2FA schemes as an insurmountable barrier. These are 1% issues but the volume grows linearly with user base, unlike other support issues which we can automate away or use the ecosystem to assist. I haven’t yet found a way to deal with these cases that scales any better, and I just know it’s going to be a marginal cost issue later. (I don’t think any of this applies to the case in this article, no sympathy for Sony’s dismal support)