Credit CARD Fraud on Microsoft SERVERS and they do nothing about it!

I use Microsoft's Xbox live service, and have been using this service for well over seven years. I am currently twenty years old and work a minimum wage job. Being a loyal customer to Microsoft, I have spent well over 7,000 USD in the past seven years to Microsoft and their partner companies. July 30th my Xbox live account was "hijacked" by an unauthorized user. This user committed credit card fraud upon my banking account linked to my Xbox Live account. This user authorized a payment of 75 USD to my xbox account that I no longer have control of. Immediately receiving a notification of this transaction that I did NOT authorize, nor commit, I contacted Microsoft immediately to solve the problem. In short, a microsoft representative told me that my account was locked from billing (meaning it cannot authorize purchases) and locked from xbox live (meaning it could not sign into Microsoft's servers for use). I accepted these terms and was told I would receive a full refund of the amount stated and a full free month of xbox live gold subscription would be given to me for damages. I was told that this process would take "7 days at the most" and the problem would be solved. I have contacted Microsoft Xbox customer support almost daily and weekly since then and I receive the statement that it would take longer, and longer, and then longer each time when I placed the call and when the original date of satisfaction was given. The last date I was given as a recovery date was August 23rd, 2011. On this date I had not received email confirmation, nor a phone call from microsoft. I decided to call them for the Nth time. I went through the process of explaining my situation to the Nth representative for a Nth time. After asking how the status of my case was, I was told "Our technical team is currently still investigating this case." How can a multi-billion dollar company with the name of Microsoft take this long to finish an "investigation"? This is unacceptable for a company of this status to be keeping my hard earned money while they "investigate" for an unreasonable amount of time. I do not believe Microsoft treats Credit Card FRAUD over their OWN servers with utmost discipline. I have personally researched these types of cases over the internet and I am APPALLED that cases like this are not being handled like a company should handle them! I have read that an average of 4,000 users (out of the many million) have their accounts hacked and charged fraudulently for the highest amount , being 75 USD, on a WEEKLY BASIS! These numbers are staggering because that is 300,000 USD weekly, including the entire time that a case takes to "investigate". That is well over 1 million USD that microsoft "holds on to" during the time being of all of these "investigations"! I use quotations on investigations because I KNOW that microsoft can simply, and easily, change the credentials on their very own server from the fraudulent and unauthorized user, to the appropriate buyer and subscriber. They state that these "investigations" are to "identify the fraudulent user and to punish them deservedly." "Punish them deservedly"? If they were exacting punishment, I would be receiving a summons to court along with Microsoft to "punish" the fraudulent user with the use of the law, not "Investigating" the case while they hold my money for this long and the unauthorized user is still accessing my gaming account! That's right! With microsoft's own Xbox.com I can simply enter the gamertag that was accessed ILLEGALLY and see that my gamerscore (This is a system used on xbox live to track gaming accomplishments and achievements and does so in a numerical value) has risen since my account was take. Not only do I call microsoft daily, but I also check my gamerscore daily and can clearly see that it has gone up since the illegal access. Every time I ask a representative if my account was locked (from using the xbox live service and therefore unable to increase my gamerscore) they reply "Oh, I am sorry it seems it was not locked previously. I will do that for you now." Obviously they are not "locking" the account. I have seen my gamerscore rise 180-200 points than when it was originally in my control. Non-gamers would think this is a good thing. It is NOT! Being on my account illegally, this user is playing with my identity (has deleted all of my friends from my friends list), and is playing the games that *I* payed for, not the fraudulent user! This situation is obviously not being handled the way it should be and needs to be settled immediately. I also asked for them to send me the times and recordings of all of my calls to their representatives for the possibility of a lawsuit against Microsoft, and they replied "No". I am NOT recieving the service I am PAYING for. I am NOT being refunded the FRAUDULENT money charge. I AM having my IDENTITY played with, literally. (Identity theft). I am not being treated like a customer should be for having spent so much time(7 years), effort, and money (well over 7,000 USD)that has been dedicated to a company. Microsoft is NOT treating the situation like it should be with all seriousness. I have constantly been given the runaround on this situation. Microsoft continues to hold my money on the basis that they are "investigating". A multibillion dollar company keeping a 20 year old's minimum-wage when he has bills to pay is outrageous. 75 USD to me is alot and is what I work hard for. 75 USD to Microsoft is a drop in the ocean, but when you add all of the other cases similar to mine up to well over 1 million USD, something is obviously not right.

 

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Last updated July 4, 2018 Views 175 Applies to:

My account and gamertag was recently hacked too in a similar fashion to yours, I have dealt with 3 MS reps so far, and all 3 of them have acknowledged it was hacked, however 1 of them says it's impossible for it to happen as i told them it had.It's NOT  impossible has it happened, I have my bank statements and the emails MS issued to me as my proof it happened! However 1 of the reps promised me that order would be restored in approx. 2 weeks time including a full refund so will have to wait and see, I hope they don't take as long as they are taking with your a/c, and I also hope that they pull out their finger and get your a/c sorted soon. Also I am not in the USA so I don;t know about privacy laws there but you should look up "the freedom of information act" you might be able to use it for MS to release the conversations you wanted from them.

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Add me to the club was hacked today, noticed that i had 2 unauthorized transactions on my account one for $54 and another for $81. I called the tech support to let them know that my account was hacked and they told me that they would have to lock my account and complete a investigation. So i'm thinking it will take a week or so to complete like my bank does if i have fraud. NOPE the representative tells me its normally takes 21 days to complete an investigation. I have over $100 missing from my account and it takes you a month to see if i ordered the games?!?!?. Really... check my game console and see that games that were fraudulently downloaded are not on the console, Investigation done. See what gamer tag has my CC number on it  and ban the account, not that hard. I'm beyond pissed because i was one of those people who loved PS3 and always bashed Xbox. But after buying one i fell in love with it... Also to add insult to injury i'm told i'll get a month free as a customer service... I wasn't able to use it for a month so i didn't get a month free. How can people be suing Play station for the hack they had on there system even though its free but Xbox gets away with this  when we pay for a service? The best part about it is i just bought 3 new games from gamestop 4 days ago and i cant play any of them. Playstation gave free game downloads when they got hacked. Xbox gives you a fake month.....

21 days for a investigation..... that's a joke o and i get 9 days worth of Xbox live  for free....  I bought my Xbox Slim less then a year ago is there someone i can talk to about getting a refund for this crappy service, i'll take my luck with my PS3 again.

I know i'm ranting but i work for a company that sometimes has the same issues, it takes up 3 days max to fix this type of situation. Have customer bring in CC, pull up who's account are connected to CC, verify with customer if all the people connected to cc are correct, if incorrect verify customer information with the fraudulent add-on and contact bank, refund customer for drafts, have a nice day.

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Unfortunately I still do not have my account... I have been through MANY loopholes on this matter and to no success. I wish there was a way that we could start a subpoena list so that an attorney would be willing to take a class action suit against microsoft for these happenings.....

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i'll sign.

I'll likely just get rid of the xbox after this, I am keeping interest now just to make sure it gets resolved, but I have had enough of this joke company.

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So i have an update for my account being hack, so i called them on 8/27/11 at about 6:30pm, they told me they were going to lock my account so no one could use my card or my live ID. So trusting what they say i go along with the 21 day investigation and the locked account. I get kinda pissed not being able to play any of my games so i turn on my Xbox at 7:00pm and see that my gamertag has be transferred to another console. So i do a gamertag recovery and my account comes back on my Xbox. So the representative told me that i couldn't log into live or use my gamertag, so someone please tell me how after recovering my gamer tag i am able to play a online match of halo reach.... SO now I'm furious that representative lied to me about locking my account, and the guy who stole my gamertag was still downloading all the games he purchased fraudulently..... So i call Xbox again and talk to another representative who confirms the account was never locked.... So i tell this representative I'm not currently logged into my account and I'm not getting off the phone till i see my account locked. So after 10 minutes of waiting i get a message on my Xbox that my account was suspended and i have a ban on my Microsoft ID till 8/29/11. So all this happened on 8/27/11 but i couldn't post it because the representative put a ban on my account instead of locking my Xbox live account..I have no confidence or trust in this company anymore.I get charged fraudulently over $100 for Microsoft points, get told the investigation will take 21 days, get lied to that my account would be locked to stop any further fraudulent charges, have to call back to actually place lock on account, get banned from even using my Microsoft ID to post on any forums... I need a supervisor or someone to contact me ASAP because this is ridiculous.

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no forums mods go near this post.  The guy on the phone says that this happened loads of times recently, and he started getting flustered when I asked for how many he gets a day.  This along with the post from Xbox saying they will not divulge individual cases, clearly shows this is happening lot's.

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I urge anyone who has seen evidence of unauthorized access on their accounts to call our Phone Support team ASAP. You can reach them here: http://support.xbox.com/contact-us


For more information on account security, please visit: http://forums.xbox.com/xbox_forums/xbox_support/f/2127/p/70967/361372.aspx#361372 

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