Account Hacked. 5 weeks and counting....

My account was stolen on July 22. I believe that what happened was that I used the same email and password for my windows live account that I used when I made my Playstation Network account over 5 years ago. I believe that when PSN was compromised my information was obtained and used to hijack my xbox live account. Save the lecture, I realize that I should have used another password and email, but I completely forgot I ever had the PSN account because I traded my PS3 in for my 360 shortly after making the purchase. Im starting to regret that decision, but thats beside the point.

So on July 22 I notify xbox via the support phone line, and an investigation is started. On July 28, I received and email stating that the fraud investigations team had received my request and that the investigation would take "UP TO 21 DAYS." After the 21 day mark came and went, I again called support to check the status. They had no new information for me, but the next day I got a phone call from xbox asking me for my console ID and serial number. I gave them the info, and continued to wait patiently.

I waited about another week before I called them again. I was informed that the rep who took my original call was negligent in not obtaining the console ID and serial number on my first call. I was promised that the mythical investigation team now had the information that they needed and that my account would be returned to me "soon."

Since then I have called on a weekly basis, growing more and more frustrated. It would appear that xbox support chose to sit on my investigation for 3 weeks, doing absolutely nothing, until I placed a call to check the status. When they realized their mistake, I believe that I was sent back to the bottom of the pile for the investigation team.

I have spoken to several first level service reps, and one supervisor. I have been told repeatedly that they have no ability to contact the investigations team to so much as give me an update on the time frame, or even where I stand in the queue. I find this answer to be unacceptable. I dont believe for a second that there is no way for one branch of xbox live support to contact another branch. The very notion is beyond absurd.

Needless to say, I am not a happy customer. This post is my last resort, after being told once again this morning that my account should be returned "soon" and that they could not give me any more information than that. I am what you could call a "power user" of xbox live services, spending countless hundreds of dollars on marketplace content, games, and hardware over the years. I believe that the way my issue has been handled shows zero appreciation for my patronage and I am inclined to not spend another dime on an xbox product. Not that they care...

 

Question Info


Last updated July 5, 2018 Views 1 Applies to:

I'm very sorry that you are experiencing a long wait with this, and I would love to help you, but the only people who can provide you information on your UAI is going to be phone support. Please try to get in touch with a supervisor there that might be able to provide you more info. Thanks!

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Thanks for the reply. I guess I might try for another supervisor when I place my weekly call next Monday. I just cannot believe that they refuse to bump me back to the top of the heap, or even tell me where I currently am in the heap. The 3 week delay was THEIR fault, not mine. And the story about not being able to contact the investigation team is hogwash, and everyone knows it.

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Day 45. Called support again last week, surprisingly they still refuse to give me any information other than that I should have my account back "soon."

I continue to be punished for the incompetency of the rep that started my investigation initially. Awesome.

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Hey there, I wanted to try to look into your phone support records to try helping you get some answers here. Is this the GT that you called in and used? Do you have any SR#s from your phone calls? Thanks!

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The GT in question is SkinnDaddy. This GT is my temp. My reference number is 1158452850.

I appreciate anything you can do from your end to speed it up. The last rep I spoke to was quite sympathetic and said I should have answers this week, but forgive me if I lack in confidence with support. :)

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same thing just happened to me on sept 3.  they stole my account, bought $125 worth of xbox points.  they changed my password, security question and are using my account to play madden 12.  i ask CS why they were able to play on my account when its was suspended and they said it was up to the investagators. after reading your posts my hopes are very low.  i hope they burn these punks.  or give me their address.  

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Pump: I checked in on your account and it looks like your claim was recently escalated to a specialist and you should be getting a call back soon. If you don't hear back from them by the end of the week, post back here and I will look into it again next week. I just want to let this specialist have a chance to contact you before sweeping you to someone else. Let me know how it goes. Thanks!

Fatal: Was your account compromised on the 3rd, or is that when you called in? That was only a couple days ago, and account investigations can take up to 30 days or more in some instances. If you want an update on your investigation, call up phone support. If you feel your investigation is taking an excessively long time, you can come back and post in this forum. Thanks! 

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Thanks for your help, Mister Gwyther. Can you tell me why an investigation is escalated to a specialist? Does that mean they are having trouble recovering it? Now Im a bit worried...

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Pump: I wouldn't worry about it. He/She is going to look at your account and do everything they can to secure it for you. As far as specifics go, I don't have any insight into what is going on with the investigation, just that it is currently being looked at.

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Got my account back finally. Not a good experience but at least its over. Thanks again Mister Gwyther.

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