I'm curious if anyone might be able to offer me advice on my scenario here, or even just let me know if this is the usual, and I just need to suck it up. Sorry that this is a long post, but I want to be thorough, and vent a little.
I recently went to make a few purchases of XBLA games from my console, and found that I didnt have any points. I didnt remember spending them, and did remember loading another 4000 point card recently, so I should have had plenty of points. I looked at my console download history and everything looked good.
Wanting to be thorough, I went onto my live account online, and looked at my "points" history, and saw some Sims stuff had been purchased. "Uh oh". I really dont 'get' the whole Sims thing, and know I didnt make those purchases.
I call support, they walk me through some stuff, and keep having me try to re-download the stuff to my console. Neither the support guy nor myself can find it anywhere. Finally it turns out that the points were spent through GFWL. I havent ever used GFWL before, so yeah, obviously my account has been compromised. No other fraudulent activity, my password is still fine, and I didnt have any credit cards on file. I changed my password, and he started the investigation process. He said this looked like a pretty easy case and not to worry about it, although it may take up to 25 days for the investigation to complete.
Fast forward to yesterday, I get an email from Xbox support saying that I will be pleased to know there is "No evidence of unauthorized access" to my account. Which is all well and good, except that I called in specifically because of evidence, in the form of purchases I did not make.
I called support again, and this is where it really broke down. First I got told to dispute the charges with my bank. Seeing as they were just points, I'm not certain what good that would do. Then I get told they dont have access to information from the investigation, nor can I speak with anyone who does. They reccomended I contact the local police department.
I asked if there was any way to block GFWL purchases going forward. There is not. She suggests I add a passcode to make purchases. That sounds like a great idea, but halfway through setting it up, she lets me know that the passcode will only come up when making purchases from the console itself. Again, totally not what I want.
I could go on to vent about a bunch more useless suggestions, but the bottom line is that Support insists I made this purchase, and cannot even provide what evidence they have of this. The fact that they keep telling me I can access the game on my console really tells me that they arent even understanding the problem. I dont game on the PC. The purchase was not for a console game. If I were going to play a PC game, it certainly wouldnt be Sims.
I asked her to submit another investigation. I am very frustrated at the lack of customer service so far. The amount of points in question is only about $40 worth, but good customer service would be for MicroSoft to either take care of that, or actually explain why they cant. I would accept either of these. I love my Xbox. We have three of them in our household, and we play more games on them than any of my other consoles. If this support scenario is unusual, then I can chalk it up to a bad customer service experience. They happen. But if this is standard procedure, and MS really cares that little to even try to make a long time customer happy, then I probably will choose to list a lot of gaming equipment up on CraigsList. I happily spend lots of money on products I support, but I expect at least a little customer service in return.
Thanks to anyone who reads this. This was as much to vent as to ask for advice. I'd love it if I got a few responses that this wasnt normal, and that I should expect a follow up resulting in things getting taken care of. If anyone knows of any way to contact people about an appeal for an investigation, that would be good, too. The support person said there was no way to do it. I asked if I could speak with her supervisor, and the supervisor also said there was no way to appeal, or to speak with anyone higher up. I just have an exceptionally bad taste in my mouth about this whole experience right now.
(edited to add proper line breaks)