I was hacked on Sept. 12th and close to $20 in MS points were stolen and used to buy Call of Duty and Fable DLC, which I found out about and reported on 9/15. My account was then locked and I was told it would take 25 days to investigate, but since I didn't have a credit card on file (thank god!) and only pre-paid points were stolen, it would only take one to two weeks max. So a couple days later I get a call telling me the investigation was restarted because of a name change on my account from years ago, but still one to two weeks for the investigation. So I called back on 10/13, they tell me it's still under investigation, no other notes, besides it should be done in one to two weeks. Called back on 10/28, they tell me the same thing. On 11/11, the agent told me he had nothing to tell me, no ETA, no progress, nothing (really??!). However, he did tell me he'd forward my case to a different department in hopes of getting it finished faster. However, it's been two months and I'm still without my Live account and my stolen points refunded! I missed out on so many game launches and XBL sales because of this nonsense!
Also, I'm sorry to create yet another thread on this hacking situation, but it's really frustrating and I feel like I'm not getting anywhere with these customer service guys. At this point, I feel like my only option is to file a complaint with BBB.