This story describes how a PlayStation Network (PSN) account holder had their account repeatedly hacked and stolen. Eventually the thief was able to create enough uncertainty that Sony (the service provider in this case) blocked any further changes. Unfortunately they did so when the thief had control, so the original account holder was unable to get it back.
The account holder had taken all reasonable security measures recommended by Sony, including enabling 2-factor authentication and using long unguessable passwords. It is not known for certain how the account was hacked, but it seems to have been done by making repeated calls to customer service agents until the thief found one who could be tricked into disabling the security.
The account in question was quite valuable: it included a number of "purchased" games (scare quotes because of the dubious nature of ownership here) and accumulated achievements from 12 years of play. The thief was offering it on the open market for $1,200.
Once this story went viral Sony suddenly fixed the problem. But suppose that this hadn't happened.
My question is: could the account owner have taken Sony to court to demand the return of the account? Would they have a case?
Sony PSN terms of service are here.