How long does the investigation last?

Well I called Microsoft and told them the issue I had which was that my Microsoft Points where spent on this Harry Potter DH2 game which isn't in the marketplace. Obviously an error. Anyway they told me they would lock my account until the investigation is over. How long does the investigation last? And when they said lock what did they mean by that? I can still play online.

 

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Last updated July 4, 2018 Views 69 Applies to:

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I had my account nailed for 10k points myself on the 7th. I called back last week and was told the investigation was almost done and to call this week. I called today to learn that they escalated my investigation after my last call but they wont know anything for 14 more business days. Paypal already refunded me and put the tab on microsoft so this is irritating I am stuck waiting when paypal only took a week to investigate/refund me. All I know is I planned on getting the gears xbox console but will cancel my preorder if they say my account was not compromised and try to get the money paypal refunded me.

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Weird, this just happened to me also two days ago.  Someone got access to my xbox live account, logged in from another location, purchased 10,000 microsoft points using the credit card I had on file, and used them to purchase all sorts of random downloadable content.  I called and told them my issue, they said they had to open a unauthorized access investigation that would take from 11-14 business days.  

The woman I spoke to said she could not refund the transactions because I removed the credit card on file.  WHY would I keep the credit card on file if my account was just used by someone not authorized, and charged ~$150.00 to said credit card?!  

I am hoping that I can get a refund soon as I can not afford to cover the funds that were withdrawn.

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Well I assume it was just an error but they wanted to investigate. I'm going to give them till Tuesday then I'll call them

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Hmm sounds like they may have run it as Unathorized Access when it might not be

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yeah they gave me a service request number at the end of the call then they said it would take a week or so. My account wasn't recovered or taken by anyone else it's just that on my bills it says I purchased this Harry Potter DH2 game which isn't on the marketplace. All I want is my Microsoft points back.

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then you did not complete the call

you must call back and open an case

and wait till you have a service request number and talk to an escalation specialist

if your account was never recovered by anyone else then its not going to come back as a fraudulant purchase

its personal security issue

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Oh alright well whatever lock means at least i can play while its under investigation

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Locking just prevents any kind of purchases, either by credit card or points, and also won't allow any pre-paid cards to be redeemed on your account.

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Well they told me they would lock it and it would take a week or so but they haven't locked it cause I can still sign in

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Yeah, they should have. I'm really not sure whats going on. How long ago did they say they would lock it?

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