Unauthorized Investigation/Add Insult to Injury

So on Oct 28th my account was hacked and migrated to Colombia. I immediately disputed the charge with my credit card. After waiting 38 days I get a letter from my credit card company with documentation where Microsoft says I DID MAKE THE CHARGE. I am beyond pi$$ed now. Not only do you allow my account to be accessed but you now deny my chargeback. Microsoft took time to fill out the form provided by my CC company and include the screenshots of where the hacker charged my credit card. MICROSOFT ARE YOU KIDDING ME? I've been patient, I've been pretty silent, but now I'm must plain mad.

 

Question Info


Last updated July 5, 2018 Views 39 Applies to:

* Please try a lower page number.

* Please enter only numbers.

* Please try a lower page number.

* Please enter only numbers.

[quote user="Broker8460"]

I totally understand what you are saying. One thing that I'm 100% sure of is that I wasn't phished. I don't go to shady websites. And my password contained numbers and letters. I don't know how it happened but it happened. That's pretty much all I know.

[/quote]

Same here. I hate when people just assuming we have been phished like we don't know what that is.
I know what phishing is. Get a lot of them with Yahoo! same with scams. Just delete them. Never feel the stuff out.




What I want to know is how come no one can explain to me why I never received an email in regards to the 1st Investigation that was closed on me.
I only found back when I called back in to check up on my case. Then had to start over with a new one. I never received an email during that initial investigation.
And they had all my info from the get go. Good luck still waiting since July 9th over here. That's 150 days and counting.

Did this solve your problem?

Sorry this didn't help.

Great! Thanks for marking this as the answer.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this response?

Thanks for your feedback.

I totally understand what you are saying. One thing that I'm 100% sure of is that I wasn't phished. I don't go to shady websites. And my password contained numbers and letters. I don't know how it happened but it happened. That's pretty much all I know.

Did this solve your problem?

Sorry this didn't help.

Great! Thanks for marking this as the answer.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this response?

Thanks for your feedback.

I can definitely understand the frustration Broker.  I do have to stand with Gwyther and verify/co-sign everything he stated.  If your account was Migrated to another region, it is of higher complexity and will increase the turnaround time.  The good part is, Investigations will definitely be going over everything on your account to ensure you have all of the charges verified.  Once done, they will be in contact with your Financial Institution and you'll receive an e-mail regarding the completion of the investigation.  Security breaches on an account can happen in many ways, and honestly 9/10 fall back on the account themselves.  Whether it be weak passwords, account phishing, etc., they are all ways people manage to gain access to an account.  Their is no widespread security breach of Xbox Live and it's consumers, so it must be treated as an individual case.  Just know we're here to help and will make sure that if you had no possession of your account during that time, that the finances are handled accordingly.  Cheers!

Did this solve your problem?

Sorry this didn't help.

Great! Thanks for marking this as the answer.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this response?

Thanks for your feedback.

Thanks Mr. Gwyther. I understand what you are saying and I also understand that I am going to have to pay these charges this month for something I didn't do. As a business owner, that is the maddening part. I've never had a company refuse a chargeback when a breach has occured on their end. This doesn't hurt monetarily but it sure hurts my pride. I am without ability to do anything to help or speed this up.

Did this solve your problem?

Sorry this didn't help.

Great! Thanks for marking this as the answer.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this response?

Thanks for your feedback.

Hey there Broker! Sorry for the confusion on this, I hope I can help explain a little about what is going on. First, MS won't approve a charge-back from your bank until after the investigation has closed and they are certain the purchase was made out of your control. When your investigation is completed, then any refunds that need to be made will be credited. At this time, however, I don't have any further information for you in regards to duration. I can tell you that they are working on correcting the issue and we hope to have your account back in your control as soon as we can. We thank you for your patience during this time. Let me know if I can be of further help, thanks!

Did this solve your problem?

Sorry this didn't help.

Great! Thanks for marking this as the answer.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this response?

Thanks for your feedback.

Ahh, someone who appreciates the "right hand" and "left hand" analogies just as much as I do.  Yup, Microsoft is just a big corporation like any other.  So is your credit card company.  As a consumer you have a choice not to do business with either of them.

I would still point you towards your credit card company with your UA SR # in hand and argue to them the validity of such a response from Microsoft Billing 'left hand' to charges placed on your account while the XBL PET 'right hand' still hasn't ruled on the matter.

In the end you may have to wait and hope your UA comes back evidence found.  That e-mail is the best evidence/piece of paper you would have to combat your big corporation credit card company.

All these companies want is your money...

Did this solve your problem?

Sorry this didn't help.

Great! Thanks for marking this as the answer.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this response?

Thanks for your feedback.

Assassin, that is sort of my problem. Microsoft clearly filled out the form and returned it to them confirming I am responsible for these charges. Apparently the right hand (investigations) doesn't know what the left hand (billing) is doing. And I find this a tad disturbing.

Did this solve your problem?

Sorry this didn't help.

Great! Thanks for marking this as the answer.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this response?

Thanks for your feedback.

Provide your credit card company the SR # of your UA case and state clearly with them that the results of your UA case are outstanding/still pending.  Any response from Microsoft confirming you are responsible for those charges is otherwise premature.  On the flip side, you may simply have to wait until the UA is resolved -- and confirms there was unauthorized access.  You can then use the e-mail you receive and submit to your credit card company as proof you are not responsible for the charges in dispute.

Did this solve your problem?

Sorry this didn't help.

Great! Thanks for marking this as the answer.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this response?

Thanks for your feedback.

Unrelated to this actual thread... "superiority complex" indeed... LOL

Did this solve your problem?

Sorry this didn't help.

Great! Thanks for marking this as the answer.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this response?

Thanks for your feedback.

Hate to say this Broker, but you are in for the ride of your life. Oct 28th? Microsoft has probably done nothing yet. My advice is to just forget you ever had an xbox until maybe next summer. Check out how long we have been waiting in these two other threads.

forums.xbox.com/.../150494.aspx

forums.xbox.com/.../792897.aspx

Did this solve your problem?

Sorry this didn't help.

Great! Thanks for marking this as the answer.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this response?

Thanks for your feedback.

* Please try a lower page number.

* Please enter only numbers.

* Please try a lower page number.

* Please enter only numbers.