To whom it may concern,
PRELUDE: I work in information systems, my home and work computers are both very secure, I run 2 anti virus, and a firewall, plus hardware firewalls at both locations. I also NEVER give my password or account information to anyone, and I use different passwords for email and games and almost everything. I have never logged into someone elses xbox using my gamertag ever.
I woke up on 8/2 to find an odd $54 dollar xbox live charge on my bank statement. Tried logging into xbl to no avail, then went to my PC and switched my password on xbl.com. My gamertag was switched with someone elses, and I tried to friend my gamertag, and was able, and seen that FIFA 11 was in the recently played list, a game I dont even own. So I called xbox customer support. Spoke to a very nice woman and gave her the skinny and all the needed info and was told I would receive and email outlining the procedure, and was told these types of account comprimises take usually 7-10 days.
After receiving no email, I called back a few days later inquiring about this email, and was told that my ticket was escalated to the account comprimisation team, (or whatever they are called I forget). I was then told it should take about 10 days, still from the 2nd.
On the 12th, I called back , and was informed that my ticket was on hold, due to insufficient information. Apparently the first woman I spoke to incorrectely inputted my info such as xbox s/n and ID and they were supposed to call me and get the information from me. Well, no one called or email, and without calling back in I never would have known this was the case so I would need to re-give it again. So I did, and was told that my ticket was still up near the top of the "list" and that it should only be a few more days, and that the investigation can take up to 14 days.
Today I called again, the 16th, now the 14 day mark. Now this woman is telling me I was supposed to get a email giving me the outline of the process, along with some sort of temporary compensation. So I said ok, can I have that at least? No, they will not resend it, and the only email I will receive will be on the 21 day mark, telling me the result of the investigation. So I am still currently on hold while she is trying to escalate THIS issue just to get me the email I should have had from day 1.
After reading these forums it seems some users have been waiting for 2+ months with no resolve.
I play NHL 11 Hockey Ultimate Team, and my team is tied to my gamertag, which is locked and under investigation. My girlfriend and I also play single player games such as Alan Wake and that is also unavailable because the saved games are under my gamertag as well, and will not transfer to her free account.
This is entirely unacceptable, as it should only take a few seconds and a few mouse clicks to see the paper/electronic trail of what happened. Im not even too worried about the $54 charge to my CC, I just want my account back so I can play again.
And also, its not like I can call support over and over and yell into the phone and ask to talk to someone from the investigation department, because they dont even have extensions, they are all behind keyboards!