Please Read!!!!

First, I’d like to say up till now, I had been pleasantly happy with the service from Xbox Live, until of course I decide to go to gold and play online with the same email address I have used to setup my development licence (Full) (*** Email address is removed for privacy ***) - Live username is 'eight four one'

I setup the above account, I purchased live membership and I even buy 2500 points at the same time. Lastly I treat myself to a map pack for COD: BO and all is good, until I notice that I only have 500 points remaining from 2500 when the pack cost me 1200. Not right I thought, but I left it as nothing I could do at that time. So I waited until today to call you, I was told on the phone that it was an error, that my bank had an issue (No information was given to me of this, and my bank are pretty good to be fair). ‘Possibly your address is wrong’ I was told and that my I would be refunded the 2000 points it cost me. I was puzzled by this as the transactions all went through using MY bank card and at no point did I have issues. The Customer Service Rep then said he would remove the block on my account (Didn’t know there was one!) and that I would now be able to re purchase items again.

I asked about the pack I downloaded, to be told that I could see if it worked, and not to worry about it. I questioned it again and was told not to worry. I ended the call happy that I was going to get a refund and somehow was lucky that I have been given a map pack too. Good service all round I thought.

Unfortunately that’s where it all went wrong. I have now received an email from you saying that my account is suspended for theft. First off, that’s a lie, second, your accusing me without providing proof of wrongdoing and it’s in text, so that’s libel surely?. I don’t want to get funny about this, but I also pay for another live membership from the same bank account already and I also pay for a Microsoft Development Licence which I am completely signed up for so all in all over £260 pounds spent on Xbox related things and yet you treat people like this? Such bad service, I’m disgusted to be honest.

I’d like the following points answered please:

• Who can I complain too, in writing, email and via the phone? Do not tell me there is no one, because that is simply bad service and a lie. If this is not answered I will continue until I speak to someone high enough to get this fixed! I will not settle until I have been apologised too for being accused of stealing when clearly you have no proof and I have not committed any theft and I am either FULLY reimbursed or re activated.

• I can provide copies of email addresses, bank statements and also my cards. I have all the account details and I can even play a recorded copy of the phone call I had today (06/06/2011) back to anyone I need too to prove that all was, as far as I am aware, on the level. I have proof of Microsoft Development Licence too which just as I’m sure you aware you have to be seriously vetted before you are given full status. I have this.

• At what point did anyone think "Ill contact the user...." before suspending my account? Or does this not happen because either you don’t have time, so a simple rule of "Well, it looks too complicated to investigate correctly so we will just ban him..." or you don’t have the manpower to contact people?

• Refund of amounts paid? Seeing as I don’t have use of Xbox live because of something that isn’t my fault, by law I’m entitled to a refund. In my view, I’m happy to lose the two days I was allowed to browse your store and play 6 hours of COD: BO. So, let’s say you owe £5.00 instead. Apparently according to the phone call today I’m getting a refund of £17.99 already, but I need confirmation that this is going to happen and lastly the 500 points I had left over need to be refunded too.

Personally, I’d like to just be re-instated, I don’t care about the map pack that much, but if it makes you happy ill delete it and buy it again, using the same card I used last time, the same one I use for my shopping at Tesco’s and also on Play.com. Neither of this come round and takes the milk and Blu-ray’s back so why are you different? It’s more about the insult than anything. To think I can throw this much money at you, do nothing wrong, not be notified you believe there is an issue and then accuse me of stealing whilst quickly running away without giving anyone any route to complain or reopen an investigation.

This whole experience is disgusting and I need answers; I’m 34 years old and I’m not going to give up after one post. I expect a phone call (you have my details) or an email with the answers to my questions or at the very least an apology with re instatement. Anything less with make this whole debacle worse.

I’m very angry about this, It needs sorting and please, do not add insult on insult by treating me like I’m just another Xbox live user, I’m not, and I WILL take this as far as I need too to reach my goal.

Shaun Hall.