Xbox Ambassador stole my 12 month Gold code

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.

Sam's reply:

"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.

 

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Last updated October 26, 2018 Views 245 Applies to:

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I've flagged your post for an Official Xbox Support agent to investigate.

This is very unfortunate, and I assure you if they can find the Ambassador who is responsible for this, they will be dealt with.

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more awesome support out of xbox!  Who is Microsoft hiring for these tech supports?

People who will hang up on you or rob you blind!

thanks microsoft!

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AoX Chap. I have flagged you for your unacceptable forum behavior, but to answer your statement here, Ambassadors are not hired tech support, we are merely gamers like you, who wish to help when we can so we volunteer.

.

If you have any more words to say on any issue, post them in a reply in one of the topics you already created, otherwise you will be spamming the forums and may face a ban for it.

If youy want Official Support to respond to you, then wait patiently for them to get to you.

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I appreciate your assistance, Jameser78. From what I've gathered from official Xbox support, it is impossible to link an Ambassador to the theft of the code because 1. Ambassador chats are not logged or 2. Accounts are not shown to be Ambassadors.

Putting all that aside, I can still prove that I purchased the code and I am the rightful owner of the code. The code, however, is on some random person's account. My proof should be enough to show that my code was wrongfully taken, and should be on my account.

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There are ways to investigate the situation. The chats are logged and recorded, and investigation may be able to determine the Ambassador that was running that chat at the time. I make no promises, but there are ways to find out sometimes.

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Let's just hope they are able to find the one who did this, I've heard stories about misbehaving Ambassadors, but this is the worst thing so far...

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I can see why support is unable to tell if the account that has taken the code is an Ambassador or not, Ambassadors are only allowed to have one account in the program. If the new account has no info tied to there main account, it can be hard to tell if it is actually the Ambassador or not. I hope they are able to rectify this for you, and I hope this doesnt discourage other users from using the Ambassador Chat.

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Frankly, stuff like this makes us all look bad. If/when the culprit gets caught I say xbox should suspend - or even ban - his/her account. Most certainly should be removed from Ambassador program, in my opinion.

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This is not the first time this has happened, and those responsible have been dealt with in the past.

It was most definitely an ambassador, as no one else would have the access to operate the chat.

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I am really sorry to hear about this. I would suggest you send a PM on the forums to Mister Fitzer or XboxAmbassadors they will be able to look into this issue for you.

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