My account was hacked into about a month ago. The person took all 6,000+ Microsoft points that I had and downloaded them to their console. I immediately contacted Microsoft and spoke to a rep that took my information and gave me a service request #, telling me that the investigation would take about 3-5 days, and that they would either email or call me with an update of what they had found.
After a week of not hearing anything, I called back again. I gave the new rep my service request # and they told me that it had been escalated and that the investigation team was looking at it. They said that it shouldn't be much longer now since a week had already gone by, no longer than another week. Again, I was told that I would receive email updates and/or a phone call about this issue.
10 more days went by and I called back again. This time the rep on the phone told me that they could see that it was still escalated but could not tell me anything about what was going on with the issue. Apparently no one at the customer service center can contact the investigation team and get any updates. So he basically told me I would just have to wait until they are done. I asked him how he knew they were actually looking into it since he can't communicate with them in any way, and he didn't have a good answer for me.
Above all, I am just really frustrated. I understand that some things can take time, but I was told that I would be updated on what was going on, not to mention that it has now been a month since I first reported the issue. 6000 points is almost $80 worth, on top of the fact that I pay $60 a year for xbox live, I would expect better service than this.
Is my only option to keep calling back over and over and over, and get the same answers every time? How is it that customer service can have no communication with their investigation team? That just seems really hard to believe. Do I have any other options? I am beginning to wonder if they hope will just stop calling and give up getting my points back.
In any case, they are losing a loyal customer in the process.