My account was hacked, I called customer service, they said come here.

Last night a user hacked my Xbox LIVE account, purchased 10,000 MS points and games with all of it. Customer Service says they can do nothing for me because the dude didn't change the email because I caught it in time. Even though when I called, the perpetrator was using my account to play the games he bought which have never been on my system and all they could tell me was to contact my bank and file a claim. Nothing will happen to the guy who hacked my account when his ip and mac address could have been easily obtained. They said to take it up with you guys so I am.

It also seems this is pretty common and yet you will let opportunities to punish the people responsable just pass by like you don't care that tons of your customers are being hacked in the same fashion. Not cool, I have been a paying XBL customer since it's release, and you can't even go to bat for me when someone hacks my account. That is pretty silly and enough for me not to want to give you 50+ a year anymore.

 

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Last updated July 5, 2018 Views 4 Applies to:

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An Xbox LIVE account cannot be hacked. You must have gave some of your information away.

Click this link here support.xbox.com/.../account-security.aspx to learn how to keep your account safe.

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My information has never been given away.  Also there is an entire thread of users who have been hacked in the same fashion as I have by a user with the same email address. I don't see you offering this advice anywhere in that thread.

I work for a deveopler, perhaps I should talk to my dev support account mamanger about getting this resolved if the retail channels yeild no results.

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Phone support again, get an unauthorised access investigation opened (do not hang up until it's open) then review your security, what you're using as a password and where you're posting personal information about yourself in the public domain (Facebook, Twitter et al)

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And what exactly do you think your dev support account manager will be able to do?

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Contact someone in enforcement and get this escalated to tier 3 which CS refuses to do for some reason.

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I wager dollars to donuts those people were all phished, social engineered or were looking for 10th prestige. Hacking the traditional way over XBL isn't possible.

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For sure. Call it what you want, it is illegal and each (hacking and phishing) are used to commit fraud which is also illegal. My point was that CS was doing nothing when they have in their possession evidence of illegal act taking place in their service, it is their job to report it.

I can say that after 3 CS reps I finally got a UA. It should not be that difficult.

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nothing will happen to the guy unless you call the police and then they need a COURT ORDER

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I have gotten plenty of ppl banned from XBL for less. That's all I am looking for. The bank has my money covered (or so MS says they will).

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yes any transactions while the account is not under your controil will be refunded however

asking CS to deal with enforcement is not their job thats the PET's job

and you are in the wrong forums for that

the my account was suspended forums is where you find the xbl pet team

however a complaint must be filed via console or the zune tool

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