So my account was hacked. I reported it on 7/3, and Xbox support confirmed it and opened an investigation. Purchases were made and most but not all have since been refunded.
When the investigation was open the rep warned me that my account would be locked for UP TO 7 days. I'm now able to log-in to Xbox Live, but 12 days later and I still can't make purchases. My Gold membership expired and I simply want to renew it (with a Gold Family Pack).
When I call support, they can't tell me anything. There, apparently, is no communication between the Investigation Team and everyone else. They tell me "Oh... uh... sorry sir. There's nothing we can do."
Really, Microsoft? Really? I mean seriously. We're all just people, you're all just people. We can talk. Communicate. Pick up the phone.
I'm a good customer. A loyal one. I buy a lot of games. I have just about every peripheral and accessory. I'm a PC x 4. I even have a Windows Phone. Give me a break and let me GIVE YOU MY MONEY already. "There's nothing we can do" is not an answer. Support department... investigations team... you're all the same company. Pick up a phone, talk to each other, and somebody tell me something.
Seriously, I'm on staycation as of today, my kids are elsewhere for the week (I'm a single dad), this is the perfect time for me to just chill and play some games. It's bad enough I got hacked (stupid security secret questions), but now you have to stop me from playing, too? Let me play some Xbox already. Really, if this isn't resolved today I'm going to the 24-hour Best Buy in Union Square (NYC), buying a PS3 and a copy of Brink, and calling it quits for Xbox.