Long, sad story. TL;DR Xbox Ambassador stole a 12 month Gold code and Xbox Support support refuses to help:
I bought a 12 month Xbox Live Gold prepaid code on Amazon. While I was at work, I asked my gf to put the code in. She didn't know how, so she logged onto Xbox.com and clicked Ambassador chat. The Ambassador asked her for the code for "validation purposes," my gf typed the code in, then the Ambassador disappeared.
Let's skip the part where we all know that was not her brightest moment.
She eventually figures out how to input the code in via the 360 console itself. Problem: "This code has already been redeemed." I get home from work, I phone in, and Xbox support (Billy) tells me the code has already been used. "Impossible," I say. Billy says the code was consumed a few hours ago. I then hear the story from my gf about how an Ambassador "validated" the code. I ask her when she chatted with the Ambassador. "A few hours ago," she said. At this point, both Billy and I know exactly what happened. The Ambassador stole the code and used it. Billy knows it, phone calls are recorded by quality control, feel free to check it out. This phone call lasts over an hour.
Billy looks up my code and sees it has been applied to a new account. He says there is no way to tell if an account is also an Ambassador. He says there is no way to generate a code to get me any of the time I paid for. He says he cannot help me.
I contact tech support via chat on the "Contact Us" page on xbox.com. I tell the chat agent (Dalia) my story, and she investigates further. She informs me that my code has been applied to a brand new account and it looks very suspicious. I do not have the chat transcript from the Ambassador that stole my code; Xbox does not record these chats. Side note: Why should the burden to record chats be on the consumer?
I tell Dalia when the Ambassador chat occurred. She says she will forward the information I provided to a special team that will investigate. She also gives me a 1 month Xbox Live Gold code while I wait for a response (clearly Billy was not telling me the truth, or ignorant). She also informs me that because I have been a Gold subscriber for several years, and the account in possession of my code is brand new, it appears to be very clear as to what happened.
Several days later, I receive an email from Sam, "Xbox Customer Care Advocacy Specialist, Customer Advocacy & Exceptions Management Team". Sam has this to say:
"Our records indicate that your pre-paid code was consumed by another account, however, we were not able to verify that it was consumed by an Xbox ambassador. For security reasons we are unable to reveal any details as to which account it was consumed by. These pre-paid codes are only consumable after purchase therefore we do not provide replacements for consumed pre-paid codes. If you can provide the date, time for this chat, and the name (Gamertag) of the ambassador, we will be more than happy to investigate again this issue."
Sam should already know that it is impossible for me to know the Ambassador's Gamertag. In the chat window, the person you are chatting with simply appears as, "Ambassador." I inform him of this, then proceed to provide Sam with bulletproof evidence that I am the proper owner of the code:
1. Screenshot of the email receipt Amazon sent me, showing the 12 month code and the Amazon order number.
2. Screenshot of the Amazon order page, showing the same order number, my name, and the last four digits of the credit card used to order the code.
I told Sam I would be happy to attach the credit card that purchased to code to my xbox account. This would create a very clear line demonstrating ownership.
"This is Sam again. We have investigated this issue again with the information you have provided and did not find any indications that there was a code given to an ambassador, thus we cannot replace the code."
Sam is clearly not reading my email or looking at the screenshots I provided. For some reason, he is stuck on the fact that he can't see the code was given to an Ambassador. We know this already, because I have already been explicitly told by Billy that it is impossible to determine if an account is also an Ambassador.
Here is the bottom line:
There is a fraudulent account that has used my 12 month code. I have proven that I purchased and own that code. Why is Xbox not closing that account and giving me the code I already paid for? If that code is dead, then simply generate a new 12 month code. Can't make 12 month codes? You've already shown me you have 1 month codes; 12 of those equals what I am missing.
I would greatly appreciate an official response. Thank you.