So here is the story,
My Xbox Live account was compromised in mid June. When I first noticed my account was hi-jacked I immediately called customer support to submit an Unauthorized Accessed ticket. I was assured by the CSR on the other end of the phone that this would be taken care of in a timely manner and that my credit cards associated with my account would be removed plus reimbursed for the purchased made with my Microsoft Points that I did not spend.
One month goes by and I hear nothing. But wait, I get a phone call from Microsoft later asking me for all of the original information I gave and the ticket being reopened. I even provided an e-mail address that was in no way associated with my Live account.
I start to think, "Awesome, they at least will hopefully get it taken care of now!" Nope. About another month passes before I call back trying to figure out what was going on. I come to find out the other CSM made a typo in the contact e-mail that would receive account reset and recovery instructions. So I have been without my XBL account for about 2 months by this point.
Well, today I finally received the reset and recovery e-mail. I am also informed that the investigation team has decided that I will NOT be reimbursed for the Microsoft Points that were used (which were in no way used by me) and that there is apparently NOTHING I can do about it. I talk to other CSMs and they give me the same story of their hands being tied and I am just out of luck on the around 5K points I never got to use (even though I can tell EXACTLY the last item purchased by me wit h the points). And the kicked is, I check and one of my credit cards is still on the account and was never removed/locked. Not only that, but I have two $19.99 charges made on 8/01/11 well after I reported the account as compromised and asked the cards to be removed.
After this I am informed that, once again, there is nothing they can do and all decisions are final. And I MIGHT be able to dispute the $40 worth of additional charges directly through my credit card company, but that is the only way. All I was provided with was a token for 1 month of XBL.
Hopefully you can understand my frustration that I am basically being told I am out the $40 that was charged to me, the around 5K worth is MS points, and no, there is not a single person I can talk contact to get the issue resolved. I have been a paying XBL Gold member for about 4 years straight now and this occurred after I redeemed a 12 month subscription card in February. Is this really the standard for customer support for loyal and paying customers?
I apologize for the rant, but this is the last place I can hope to plead my case for some kind of meaningful response.