Sony’s automated report system is completely broken—and their refusal to allow manual reviews is unacceptable.

[u/NochillSl]

We need to talk about how PlayStation handles player reports and suspensions, because the current system is an absolute joke for a multi-billion-dollar company.
Right now, Sony relies almost entirely on aggressive automated keyword filters. If you are in a group chat with friends using sarcastic banter, or if you get baited by a toxic player into saying a specific word, the system doesn’t care about context. It doesn’t care about intent. It just scans the text, triggers an automated flag, and locks you out of your account.

Worse yet, malicious players are actively weaponizing this system. It is incredibly easy for groups to mass-report an account to trigger an automatic penalty, leaving the victim completely powerless.
The biggest issue isn’t just that the bot makes mistakes—it’s that Sony completely blocks you from getting a human to look at it. If you get hit with a temporary suspension, Sony’s official policy is that it "cannot be appealed." Frontline customer service agents over the phone or live chat will flat-out tell you they don't have the tools to help or transfer you to the Safety Team. You are completely gatekept by a wall of text and a bot.
Human communication is rarely straightforward. Sarcasm, cultural context, self-defense against harassment, and friendly banter all exist in a gray area that an algorithm is fundamentally incapable of understanding. For a company as massive as Sony—one that controls billions of dollars of digital libraries that players have spent years paying for—relying on a black-box automated system without a human safety net is reckless and lazy.

If Sony wants to force us into an all-digital ecosystem where they control our access to our games, they have a responsibility to provide actual, human infrastructure to protect their paying customers. Automated flags should be the start of a review process, not the final judge and jury.
Has anyone else here successfully managed to get a human to review a wrongful temporary suspension, or is the system truly as brick-walled as it feels?
Edit: my post was removed by PSN subreddit because I had people agreeing

[u/WeveBeenBrainwashed]

Hi, were sorry to hear about your experience. Please submit to our AI model and the AI will review feedback. Any data you enter we will sell to our 3rd party marketing team  - this is a bot generated comment. Thank you for choosing sony. 

[u/Foreign-Freedom-5672]

Im still to this day trying to to figure out how google.com harms other players

[u/absurdgryphon]

Unfortunately AI automation is too lucrative to greedy companies who want to reduce labor costs to boost profits.

Best course of action is to protect your account and opt out of participating in multi-player games where you may encounter these situations.

[u/Haunted_Cellar_XBL]

PlayStation is doomed.

[u/pablo5426]

i think at this point we can confirm the company does not have even a single human

[u/Rei364]

It has been broken for over a decade now lmao