I have had this gamer tag since 2003. Almost 3 months ago this started. I am very, very frustrated.
I got a call from the hacker claiming to be from Microsoft. I immediately called XBOX Live support and discovered he had opened an SR against my account. After some confusion they determined it was me. I immediately changed my secrets and passwords and even removed my credit cards from the account. The hacker knew my name and phone number even though neither are associated with the gamer tag.
The account was suspended and I waited two weeks for the investigation to complete. I discovered it had been done a few days earlier, but they sent mail to the attacker not me. I recovered by account and shortly after that I discovered my gamer tag has been changed. I assume this happened in the window from when Microsoft told the hacker my account was open and when I recovered it. The hacker even sent me a friend request from my gamer tag to the new one. The account that I recovered was mine -- all my DLC, points and such were there. Everything but my real gamer tag.
I called XBOX Live, waited 3 weeks and got mail saying there had been no Unauthorized Access. After many calls and emails to the investigation team they tell me that they won't tell me what they did but that there was no Unauthorized Access (without telling me what Unauthorized Access means). I did get a supervisor on the phone on the XBOX Live side who told me that the only way to change a gamer tag was paying the 800 points and that wasn't done on my account and that they would not consider any other evidence.
I have had this account for a long time. I have emails from Microsoft telling me about wonder offers addressed to my original gamer tag.
I have a dead (red rings) XBOX with a drive on it from about a year ago that should have my original gamer tag.
The admin name on my current XBOX is the original tag.
I can supply the names of about 50 people that saw my name changed.
When all the initial confusion started we looked things up by my gamer tag and they did that with the original name.
So, despite asking questions about if this can be escalated, if they want my old hard drive to see what my tag was, by offering them emails sent to me using my old gamer tag, they treat me like I'm wrong.
The supervisor who repeated told me "we investigated this twice and saw no purchase of the gamer tag switch so it didn't happen" suggested I post here but he suggested it was a waste of time.
So, is there anyway I can get someone's attention to look at what happened? If there is a way to steal gamer tags without paying the 800 points don't you think I'm doing Microsoft a favor by making them aware?
Is there anyone out there at Microsoft listening? If the answer is "there isn't much we can do" can't someone at least acknowledge that it was my tag?