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...