Did not play because it said PS3 was not up to date. So I need refund.

This company needs to be look into....I was standing right next to my daughter when she returned a xbox 360 game and today a month later she had over 69.00 taken out of her account for a non returned item....Unreal...Call to customer service got us no where...just told tuff two piss off customers who care we have millions.....