On 7/26/11 my live account SYNAielman was hacked, transferred to Russia, and used to purchase thousands of Microsoft points in 3 seperate purchases. This on an account with an email I use for nothing but Xbox Live...that I have never shared with anyone...with a credit card that's not used for anything but Xbox Live.
I reported immediately. I was given a ticket and told it would take 21 days to investigate and remediate the situation. Three weeks later, they did indeed restore the account and refund my money.
What they didn't do was return the account back to the US region...which means everything is in Cryllic when I try to log on...despite the fact that the first thing I did was report that the account had been moved.
So I called in a second ticket. I was told it would have to be "investigated," despite the fact they had already just "investigated.'
Tomorrow will mark the 90th day without an account while they "investigate." Over 60 days worth of "investigation" to click a button and switch my account back to region it was in.
Seriously? How hard can this be? 90 days?