His account was in good standing. Had that username for years and years. Never had a complaint about him… but Sony now says it can’t do anything but suspend him?? can anyone help?!

Seen plenty of cases have suspensions reversed when someone bothered to go through the activity and forensically analyse it. Sometimes it gets sticky if the changes were done on a non-console, though.

Used to work PS Support for years, haven't for about 3 now. We could see on the system when activity was performed, and on what platform. If it was a console, we could compare serials and see if it was a new one post-compromised enail changes etc and determine if it was unauthorised or not.