Ignored by the Xbox Customer Care Advocacy Team (i.e., not reading my ticket, wrong answers, closing my ticket, and not responding to me)

I spoke with Xbox Customer Support eight times on the phone.  I started this in Jun 2013.  It has been five months.  I do not understand how to get my issue fixed.  This is my public cry for help.

I bought an Xbox 360 in Jun 2013.  I tried to sign up for Xbox Live Gold and found I could not.  I spoke with Xbox Customer Support and found there had been a Paypal charge against my Xbox Live account in May 2012 that was returned.  I have no idea where that came from.  I never had a Paypal account attached to my Xbox Live account.  I created my Xbox Live account as a GFWL account way back before the two were merged.  Anyway, I went through the account investigation, changed my billing information, changed my access credentials, etc. and had everything declared good.  I was then told the Xbox Customer Care Advocacy Team would contact me to remove the financial block on my account.

Three people from the Xbox Customer Care Advocacy Team contacted me.  None of them addressed my issue:

1. In Aug 2013 Val contacted me by email and said to change my billing address.  He or she then ignored all of my replies explaining I already did that.

2. In Oct 2013 Melissa contacted me by email and said there had been suspicious financial activity on my Xbox Live account.  She said to contact Xbox Customer Support to investigate my account.  I pointed out I already did this and Xbox Customer Support escalated the ticket to her so she could remove the financial block.  She then rephrased her original email and ignored me.

3. In Nov 2013 Quin contacted me by email and said my account had been recovered.  I am not sure what this means.  I tried doing a financial transaction and my account is still blocked.  This was today.

So, how do I get my stuff fixed?  The escalation from Xbox Customer Support to the Xbox Customer Care Advocacy Team does not work.  It seems the agents do not read the tickets nor respond to me when they get the tickets wrong.  What is the solution?  How do I get the financial block removed from my account?  How do I get someone from the Xbox Customer Care Advocacy Team to contact me and address the issue in the ticket?

 

Question Info


Last updated July 5, 2018 Views 26 Applies to:

Ive dealt with the team before and they have been really helpful. My suggestion would be to reach back out via email and request someone to call you to discuss as you believe there may be something lost on translation through the email (that's what I did and they fixed the 6 month long problem I had in 1 week). Then jut explain everything to the person who calls and they should be able to help better. I can imagine they get a ton of emails, so if you can personalize it its a lot better

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That's rough.  Sorry to hear you've had such a bad experience.  I would try calling again and explain everything that has been done, or not done over the past months... if need be request a supervisor.  Microsoft could be flagging your transactions as a "risk block".  There are ways to resolve this problem, but clearly the steps they have already taken have not worked.  Have you also tried to contact your banking institution?

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As a further update:

3. I never heard back from Quin.  I have no idea what he did, if anything.

4. In Nov 2013 Devin contacted me by email and said the financial block was removed and I needed to change my password.  I changed my password but the financial block was not actually removed.  Devin lied.  I asked Devin about this and Devin never replied.

5. In Nov 2013 Jamille contacted my by email and said the financial block was removed and I needed to change my contact email.  For the last week (i.e., since the Xbox One was released) I cannot log into xbox.com.  The account log in page is stuck in an infinite redirect loop.

To reply to other users:

AR2186. I have asked multiple times to be contacted by phone.  None of the representative ever respond to my email requests or call me.  Based on calling 800-MYXBOX I believe they just close my case and move on.  I have had to re-open the same case seven times.

Lillithvain: Thank you for the sympathy.  I have called 11 times total.  Five of those times I explained everything.  Four of those five times the new ticket that was supposed to be opened was either not opened or immediately closed and never addressed by any representative.  I have spoken to the floor manager of Xbox Live Support twice with no success.  I spoke with the bank, the credit card issuer, and the payment authorization provider.  It is a problem in Microsoft's billing system and their placing a financial block on my account for suspected fraudulent activity.

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i dont like them

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