Account Hacked on 8/2 - Still no resolve.

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!

 

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Last updated July 5, 2018 Views 11 Applies to:

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Xbox LIVE accounts cannot be hacked but you can be Phished.

support.xbox.com/.../account-security.aspx

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The investigations can take upto 30 days, and your account will remain locked.

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Phishing methods include:

   Email messages that appear to be from a coworker or friend with links to a website or asking for information about you or your account(s).

   An instant message that appears to come from someone in your friends list with a link to a website

   An email appearing to come from Xbox or Microsoft.

   In-game messages claiming to be from Xbox Support.

   A "spoof" website, pretending to be an Xbox LIVE website with a Windows Live ID login page.

   Gamerscore-boosting websites.

   Websites offering free points or achievements.

I have never done any of that, nor am I that dumb as I said I work in Information Technology.

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How come my hacked account was last seen on 8/12 on xbox.com ??????????

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[quote user="konseptgames"]

Phishing methods include:

   Email messages that appear to be from a coworker or friend with links to a website or asking for information about you or your account(s).

   An instant message that appears to come from someone in your friends list with a link to a website

   An email appearing to come from Xbox or Microsoft.

   In-game messages claiming to be from Xbox Support.

   A "spoof" website, pretending to be an Xbox LIVE website with a Windows Live ID login page.

   Gamerscore-boosting websites.

   Websites offering free points or achievements.

I have never done any of that, nor am I that dumb as I said I work in Information Technology.

[/quote]

You sir are right, however there are indeed other ways of getting phished.

For example, let's say you have Gears of War 2 or any other game. And you use the same password on EPIC's forums as you do for your gamertag.

Then if EPIC gets hacked (which they did back in May/June) then the hackers get your emaill address and password from them, don't they? Still with me?

Because you use the same email address and password on here as well, they have now gotten your login details for Xbox LIVE, which they can change and use, as if it was their own.

Now those hacking were not because of Microsoft, because Microsoft was never hacked. However there were a lot of other gaming companies that got hacked, for example like SONY, EPIC, and othe game developers' site. So if you happened to have the same password on these  sites, then your XBL account will have been also compromised, if you did not change your password.

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Regardless of how my account of compromised, it happened.

How can it possibly take 30 days to see that this was the case? Sure the investigation department could be backed up, but if someone in the department already looked at my case, and saw that there was insufficient information and was supposed to get a hold of me and never did, then I called back and gave them the information, shouldnt my ticket still be at the top and get taken care of rather quickly?

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It is always up to 30 days. I am sorry that you want quicker results. If you do not get word from Microsoft after 30 days, please reply here. Until then, nothing can be done.

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Ok so then what, after 30 days whats the procedure? Another 30? Why would customer support tell me 7, then 7-10, then 14, then 21? And now you people are telling me 30?

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As far as I know, it always took upto 30 days.

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[quote user="konseptgames"]

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.

[/quote]

 

Running two anti-virus programs on your PC will only conflict with one another and could essentially leave you unprotected. You only need to run one. Unauthorized Access Investigations can take up to 30 days to complete, You should call support back however and tell them to lock the account, they should have done that when you first called. If there is a credit/debit card attached to it have them lock that too.  

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