Log-in is Blocked

Hi, several months ago my xbox live account was hacked into.  The subject proceeded to buy around $100 in microsoft points and spent them all. I noticed one day while I was at work, and decided to log in from my phone - it showed that I was last online 2 minutes ago at the time, playing a game I did not own.  I immediately contacted customer support via phone and they told me they would start an investigation and freeze my account so the hacker would no longer have access.

Several weeks later I received an email that stated that the investigation showed no signs of wrong doing and my account was open again.  Suffice to say I was upset that I would be getting no refund, but at least my account would be open.  When I tried to log in on the website it said my account was blocked, as well as on my console.  I proceeded to contact customer support via phone two additonal times.  The first time they called the escalation department and told me my account was now open.  After this call I attempted to log on and the same blocked account error came up.  I called back again, and the representative told me that everything was ok on "their end" and told me to reset my password.  I did several times, which did nothing to remedy the situation.  I was told that the escalation department would be contacted and was promptly disconnected.  I have not heard back since and it has been weeks.

At this point, I would just be happy to have some form of access to my account so I could at the very least cancel.  I am tired of paying for a service that I have no access too and no means to cancel.  I am becoming very distrought that no one has helped me despite my efforts in contacting xbox support.

I'm running out of places to turn too, and work a night shift, so I hardly have time or are awake to call again :( Any assistance would be greatly appreciated.


Ryan

gamertag of the account is: Belthasar22

Prior service request# 1153859307

 

 

Question Info


Last updated July 5, 2018 Views 1 Applies to:

Hi there.

Have you tried recovering the account since the xbox support team "unlocked" it?

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1) You can not be 'hacked' over XBL. Please take a moment to read and practice Account Security for XBL. Just an FYI, you should be using an e-mail account just for your XBL account that you do not use for any other service or website.

 

2) As mentioned above, have you tried recovering the account since the support ordeal? If not I would suggest you try that.

 

3) You say their investigation showed no signs of wrong doing. Do you have anyone else living in your household that had access to your console and account?

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Recovering my account states that there is an issue with account credentials and I need to sign onto the website, which also states that my account is blocked.

I did not give out my password or share any of my information.  Like I said, the last I was able to log on, someone had been playing a game that I do not own.

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If you continue to have issues regarding your account security, I would suggest you call phone support. Only they can pull up this info and you must verify ownership of the account before hand.

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