I have been working with phone support for the issues with my account for the last 52 days, and have still not had resolution. I was hoping to possibly get some help in the forums.
Here is what has happened:
On May 8th, I found I was unable to sign in to Xbox LIVE, I received an error message that my credentials were invalid. I was unsuccessful in trying to recover my account. I made a few calls to support thinking I had simply forgotten my password. The WLID associated with my gamertag at that time was a hotmail account that I had not used in quite some time, so this didn't seem too out of the ordinary. I ended up having to fill out a form and post in a private forum about details of the hotmail account so that I could be verified as the owner.
This same night, when my wife logged in to her gamertag, I noticed that my avatar appeared to be online, and playing a game that I did not own. I immediately called phone support back to report the unauthorized access, while I was on the line, my wife discovered that there had been two fairly large charges made to my debit card from the xbox. I reported this as well and cancelled the cards that were saved to the account. I also found out that the offender had migrated my gamertag to Brazil.
The next day, I got a response to the forum I had filled out regarding my hotmail account. I was verified as the owner, and was sent a link to reset my password. I did reset my password, changed my secret question, and removed an alternate email address that had been added. Using the new password, I recovered the gamertag to my console, and then moved it to a new WLID that I had made that day.
I now have control of the account, but am no longer receiving content for the USA - I have no Netflix, no Inside Xbox, no Video or Music Marketplaces. The channels I do have are presented in Portugese, which I cannot read.
I reported this to phone support, the issue was escalated, and have been in contact with several people who were/are trying to remedy the situation. On June 10th I made a call where I was told that my gamertag was corrupt, and I would just have to make a new one. I had a hard time believing this, and also expressed concern regarding DLC I had accumulated on that gamertag. I was transferred to another representative, who re-escalated my issue. I have been told that since then, my account has been locked and is being investigated. However, the WLID that is locked is the old hotmail account that is no longer associated with the gamertag. I am still able to log in using the new WLID, and was actually able to sign in to Xbox LIVE on my console this morning, as well as post this here now.
My concerns at the moment are:
Is the wrong WLID being investigated? Is this why I'm being told it is corrupt?
My bank has yet to be reimbursed for the disputed charges. Is this being worked on?
I have had a hard time trying to use phone support to get updates. It seems that most times I call, I have to recount the entire situation and it sounds like a new SR is being created. Ideally, I would like to start some correspondence, phone, email, or otherwise with someone that I can explain the details to, or get an update on what is being done.