Yep sounds right.
You might need to have a word with customer support
Contact page - https://www.playstation.com/en-gb/get-help/contact-us/
Twitter - https://twitter.com/AskPS_UK
Live chat - https://www.playstation.com/en-gb/get-help/help-library/apps---features/playstation-uk-live-chat-support/
or maybe