My xbox account was hacked in November. I got home from work to find my account had migrated and when I migrated it back found somebody had been playing FIFA and stole 3500 points. They also tried to buy Zune points with my credit card buy luckily it had expired.
I couldn’t contact Xbox that night as their offices were closed but phoned them the following day from work. They told me they couldn’t do anything without my console serial number which I couldn’t give them as I was at work. By the time I got back from work their offices had closed so again I could do nothing.
When I finally managed to tell them about the hacking they were entirely unhelpful and unfriendly. As I paying customer they didn’t see that making me wait to play online for 30 days while they looked into the case was a little unfair. Anyway, I just wanted my points back so I bit the bullet. I also asked them to remove my credit card from the account and delete the FIFA gamer points as I didn’t want a constant reminder that somebody had stole my profile identity.
About a month later I got a generic email - not even addressed to me but to ‘Dear customer’ - telling me my dispute had been resolved and a code giving me a month’s extra membership which I didn’t feel was good enough.
What’s more, my points were not reimbursed and after 10 days when they still didn’t appear I phoned them again. The FIFA score was also not taken off my account and more importantly my credit card was still linked to me account. In fact, in the 30 days I had been disconnected from Xbox Live they appeared to have done absolutely nothing.
When I spoke to the representative they asked me for the last 4 digits of my credit card – which should have no longer been linked to my account – and my secret question answer which earlier I told them was also compromised to access my account. I was then told my case would be escalated to a top agent and my points would be put back in a few days.
A week later when my points had still not appeared I phoned them again. The representative that time seemed to find no record of my previous conversation but said he would sort it out asap but it could take 25 days.
I was pretty fed up by this point but just wanted my xbox points back so agreed. When I got home, however, I found I had been disconnected from Xbox live again – the representative told me nothing about this having to happen again.
The following day I phoned them again. The person on the phone told me my account has been suspended while they investigate the case! It seemed to be a vicious circle with no progression whatsoever! I was adamant they my account should not be suspended again as apparently the hacking had already been looked into. I finally managed to get them to reinstate my live privileges….as of yet though I still don’t have my points back.
I have been a member of live since 2007 and have over 60 games and I am on my 3rd xbox….I would probably have continued buying Xbox product for many years to come buy am utterly disgusted with the company now. This is the worse customer experience I have ever experienced. I have never given my Xbox details to anybody and was generally concerned and interested in the reasons how and why I was hacked. I have had no explanation, no apology, no reimbursement and not even a semblance of any interest in my issues since I lodged my initial query.
I really think Microsoft need to be investigated regarding the nature of these hackings and their subsequent reaction to them. I also wonder if anyone else has experienced such ineptitude and disregard from Xbox Support?