I have done nothing wrong and am about to loose hundreds of dollars due to fraud investigation! Someone please help!

Hello, i am hoping this gets to someone's eyes that can be truly of help. I have called customer support countless times, and no one seems to be of help, i even spoke to supervisors and TWICE they have hung up on me both times. On May 19th i was victim of fraud, there were three very big purchases on my xbox gamertag halopower67 and so i called for help immediately after i received email from the bank about these purchases.  It all went well that day and i was advised to change my login information and that my account would be locked while a fraud investigation went on. I was told to wait 15 days. I call back 15 days and nothing has happened, the investigation still went on and was told to wait another 15 days. I called back, and still nothing has happened and was told to wait a month. I waited a month and called and STILL NOTHING has happened. So i call the bank and tell them that nothing is being done on Xbox's part so they start investigating. A couple of days pass and all of the sudden Xbox calls me to say that the investigation has come to a close because the name of the fraud claimer (me when i called May 19th) is not the same as the name on the account (halopower67). So i give my family members name because i have purchased xbox live once with their card so i thought maybe that could be the problem. But no, i called today and was told that on Wednesday July 27th i am going to receive a call to tell me that the investigation is closed because of the name discrepancy. So now, not only will i not be refunded my money which was STOLEN from me when these purchases were fraudulently made on May 19th, I will also be unable to play ever again on my halopower67 gamertag because it will be locked forever due to this name discrepancy! I have spend hundreds of dollars on this account, have never done anything wrong, been a member of Xbox live for a bit more than 6 years! and I am getting this from Microsoft. HOW ON EARTH has no one EVER noticed this name discrepancy that Xbox investigation team tells me about 2 MONTHS into the investigation? And how is it possible that they have been accepting my money knowing that something is wrong for 6 years!? And most importantly, all this name discrepancy business is all wrong! I have had my name the same ever since i signed up for Xbox live 6 years ago. I feel i am being cheated by Microsoft on this and will not stand for it, i was told that sometimes the investigation team looks at these forums so PLEASE someone help me with this. 

I have been very cooperative with Xbox support these past couple of month but the conclusion to this matter that they have come up with is completely unacceptable. I am being robbed money for things i DID NOT purchase, and am being robbed an account with Xbox Live that has a ton of games purchased on Xbox Live Arcade, Indie games, DLC, etc..  

If someone that has the ability to help me here could contact me, i would greatly appreciate it, I just want this Xbox account nightmare to end on the note it should end. And not be cheated for so much money and time spent these past 6 years. Please. 

 

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Last updated July 5, 2018 Views 15 Applies to:

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Well two things first and foremost noone can help you here as billing issues is only handled by billing support over the phone. You must work with the investigations team.

Secondly if no unauthorized access of the account occurred then the question is did it happen on your pc or your xbox it requires the account to be not within your control

If the purchases were made by a child or a guest at your house then it's not a case of fraud but a case of lack of user security as you are responsible for all actions of your account at all times that's like lending your car to your bestfriend and he makes 1000dollars in parking tickets do you think you are not responsible? Not according to the tickets or the courts or the police after they impound your car. You can sue your friend but that's on you .

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Ok so to answer whether the purchase was made on my Xbox.. it was not. I was just waking up that day when i saw the emails, the Xbox is always in my room so it wasn't some family member or some kid on my Xbox since i was with my Xbox while i received those emails. It was someone that got a hold of my account somewhere else.  There was fraud definitely committed on my card. Now as to the first thing you said, the main reason i came here is because i have tried countless times (i have about 10 service request numbers) contacting support over the phone, they have been completely unhelpful. And finally, It's impossible to work with the investigations team because there is no number that i could call to contact them. Xbox support does not provide that number either, they just tel me that the only people i can talk to is Xbox customer support ad that they work with the investigations team. So im kind of in a situation where i am unable to do anything but just let all the money i spent on this account go to waste unless someone could help me.

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sharing a pc or using it on a family pc doesn't mean that noone loged into the account on that pc and not made purchases as it would still goto your console as a result and it would be associated with your console

no there is no direct communication between you and the investigations team that is what frontline support is for

they pass on the notes from the team and pass on notes to the team

if someone logs into your computer and makes the purchases then its not unauthorized access but user security

just like the parking example

so unless a comprimised account case is proven the account would've been in your control

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I get what you are saying, but the problem is that I was not stupid enough to give my account password and credentials to another person. The ONLY person that knew how to log in on my account was me. And on top of that I make sure that every time I purchase something it's on my personal computer that no one has acces to either so no, I was not careless with my account information. I have no idea how those purchases were made on that day and I had full faith that the investigation team would get to the bottom of it and see that I was a victim of fraud. But what seems to have happened is that they are using some lousy excuse to not refund my money and leave me with this mess. If a case like mine does not fit to be fraud then I don't know what would, because a simple look at it shows that it is obviously fraud. I did not authorize the purchase, did not give account info to anyone EVER, and was not careless about where I leave my information. Again, I was obviously wronged, even some support representatives acknowledged that, but since they "can't do anything further on the matter" then I'm stuck with this myself.

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Posting on the forums was the last suggestion a customer rep had for me. She saw what was the status of my situation and I told her everything that had happened and she completely agreed that it is unfair for Xbox to jut drop my case like this. She said that sometimes the investigation team looks over the forums and so here I am.

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if the investigations team found no unauthorized access then it would've been done by your local pc or xbox

not knowing your password doesn't have to be the case as PCs do save passwords or if you leave your pc loged into your windows live id

so if you leave your pc on infront of your family or friends and they hop on and make purchases then it still is your responcibility with either you loged into xbox.com or live.com website or on your console

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I don't know how to explain this further, the only purchases for xbox I make is on my personal computer, which is in my room, which the only person that could POSSIBLY have acces to is my mother, who doesn't even know how to browse the web and would be completely impossible to go buy something on xbox.com (aside from the fact that I was with my computer when these purchases were made). On top of that my computer is password protected so no, no one had acces to my computer or xbox (which also has a sign in code and I was sleeping RIGHT NEXT TO IT while these purchases were made.

Also, I feel I need to state this, the investigation team never said there was no fraud done. They just said that they have to stop the investigation due to some name discrepancy. Which infuriates me and most importantly hurts me financially for no reason.

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so open a case based on the name on the account and also the creditcard holder

if denied again again there is not much they can do

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if you read the terms of use you are responcible for your own account regardless if it was a friend or family member accessing your account and making the purchases as you gave them permission to access the account

if you weren't in control of your account which usually the other user would change your password then you can claim unauthorized access for fraudelant purchases

but as stated before the account would only be returned to the true owner

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Call em back swear at em then hang up in there face and see how they feel... JOKES honestly try call back ask them again if you still get nothing keep cooperating with them and see what happens other than that im sorry i cant help

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