This is a rather involved story, which I am posting from my hopefully temporary account, but I'll try to make it as painless as possible. Basically my account, Captain Chedder, was hacked back on July 18th, with $120 in points purchased, my region being switched to Brazil, my gamertag swapped to some other profile, and all of my profile information swapped to a dummy account. I called xbox live support on the day of this all happening, after resolving my credit card with the bank, and had them open up an investigation on my account.
I was informed by the person on the phone that it would take two weeks to a month for the investigations team to check everything out and resolve my issue. We're now coming up on month three. I have called every two weeks since my initial call, only to be told "The investigations team is taking a look at it, it's out of our hands right now". I have even spoke with a supervisor who told me the same thing. I have emailed multiple times as well, but I have not gotten a single reply. The last time I called, two weeks ago now, I was told by the supervisor that the investigations team had not made any progress for weeks, and that she was going to bump up my request to a high priority request so we could resolve it. I have still not heard a resolution.
The thing that irritates me the most about this, is that my co-worker had the same thing happen to his account about two months later. He called, reported his issue, and as of today has his account back. I'm rather disappointed with how the situation has been handled, why is my investigation being ignored?
Thank you for your time.
GamerTag: Captain Chedder
Service Request #: 115-815-3028