I am getting frustrated at the inability to get an answer from any wing of the Xbox Live customer service department. On September 5th I received a notice that my account was successfully transferred from the United States Region to Russia. This surprised me and I called hours after receiving that email to notify Xbox Support (800-My-Xbox) that this is a mistake as I made no such transfer request and that I suspected I had been hacked/account hijacked. This was certainly the case as I turned on my xbox and the dashboard presented text in Russian. I have my suspicious on how this happened but regardless, the onus of responsibility fell on me to have a safe/complicated enough password and I did not. 1,120 MS Points were charged off on my account as well. Thankfully I didn't have a credit card saved to my account so whoever did this couldn't charge off a substantial amount of money. I was informed that an investigation can take around 25-30 days. This sounded fine.
It is now 49 days since I called in and all inquiries in to my account investigation have given me no information. If I tweet at xboxsupport they refer me to the 800-My-Xbox number. They inform me that they have no access to the investigation cases themselves. I call the 800 number and they inform me that they are only able to see the 'ticket' that I submitted and whatever the investigation team has found/updated on my request/inquiry/ticket. They also inform me there is no direct way to contact the investigation team. A constant loop of passing the buck has ensued as I can't get an answer on what is going on nor can anyone offer any insight in to why its been 49 days and counting. I can/have provided my console ID number, my console serial number, and can prove I have not moved to Russia. No credit card fraud occurred. I am completely reasonable in this situation in that I understand things take time, but it is frustrating that there has been no communication regarding this. On October 3rd I received a single email from Xbox Support stating,
Dear Xbox LIVE Customer,
Your report of an unauthorized access to your Xbox LIVE account has been reviewed by our fraud investigations team. However, there is a delay in processing your request, so we're sending you a free, 30-day Xbox LIVE membership code that you can use to create a new, temporary account.
We may contact you again within 30 days.
Which is fine. But I do have a large friends list, etc, attached to the former gamertag. This is the big release quarter for the game industry. Do I just move on with a new gamertag and re-friend my dozens of friends? Or do I wait for my old one to presumably get restored? I just want to get a straight answer. They "may" contact me within 30 days. It's almost been 30 days since then.