My account was stolen 3 weeks ago (this account that I am posting from is not the account). Over $250 in fraudulent charges were made to my credit card. A card that I HAD EXPLICITLY TOLD A C/S AGENT A WEEK PRIOR TO REMOVE FROM MY ACCOUNT. I have had to struggle with the bank to get the charges refunded, take time off work to do so, and currently have no access to content and services that I have bought and currently pay for.
The initial breach to my account was through EA Games. My email address was changed on their system. From there - the culprit was able to hook in to my XBOX Live account as the charges started not even 24 hours after this took place. MY ACCOUNT BEING HACKED IS A RESULT OF A SECURITY BREACH THROUGH EA / XBOX - NOT AS A RESULT OF ME BEING PHISHED DIRECTLY OR GIVING OUT PERSONAL INFORMATION.
I have now had 4 calls in to XBOX support - each time escalating my call, with no resolution and little sympathy.
I HAVE BEEN A LOYAL CUSTOMER FOR OVER 5 YEARS. I HAVE SPENT HUNDREDS IF NOT THOUSANDS ON GAMES, SERVICES, AND CONTENT IN THAT TIME. WHAT IS SO DIFFICULT TO RESTORE MY ACCOUNT AND PROVIDE ADEQUATE COMPENSATION? THERE ARE ZERO UPDATES AS TO THE STATUS OF THIS ISSUE AS APPARENTLY THE FRAUD DEPARTMENT IS SO CLANDESTINE AND SECRETIVE, THE C/S DEPT HAS NO FOLLOW UP WITH THEM AND WILL NOT PROVIDE ME WITH FURTHER CONTACT INFORMATION.
MY ACCOUNT SHOULD BE RESTORED IMMEDIATELY. THE "INVESTIGATION PROCESS" THAT APPARENTLY NEEDS TO BE COMPLETED BEFORE MY ACCOUNT IS RESTORED IS NOT MY PROBLEM. THIS IS YOUR PROBLEM. THERE IS NO REASON WHY MY ACCOUNT CANNOT BE RESTORED WHILE THIS PROCESS TAKES PLACE. WHY IS A LOYAL CUSTOMER THAT HAS DONE NOTHING WRONG BESIDES TRUST IN YOUR SERVICE BEING PUNISHED FOR A BREACH IN XBOX LIVE SECURITY? IT MAKES NO SENSE. ANY NORMAL BUSINESS DOES NOT OPERATE IN THIS WAY. IF YOUR C/S DEPARTMENT HAD REMOVED MY CARD FROM THE ACCOUNT LIKE I HAD ASKED FOR - NONE OF THIS WOULD HAVE HAPPENED. ONCE AGAIN - YOUR PROBLEM, NOT MINE.