Xbox Live Account hacked/unauthorized access

This just happened to me two days ago and I thought I would post my experience here as I am upset and maybe some feedback would help.  Someone got access to my xbox live account, logged in from another location, purchased 10,000 microsoft points using the credit card I had on file, and used them to purchase all sorts of random downloadable content.  I called and told them my issue, they said they had to open a unauthorized access investigation that would take from 11-14 business days. 

The woman I spoke to said she could not refund the transactions because I removed the credit card on file.  WHY would I keep the credit card on file if my account was just used by someone not authorized, and charged ~$150.00 to said credit card?! 

I am hoping that I can get a refund soon as I can not afford to cover the funds that were withdrawn.

 

Question Info


Last updated July 5, 2018 Views 0 Applies to:

Look into here to manage your Windows Live ID and change your password.:support.xbox.com/.../manage-live-id.aspx

Also contact Xbox Support to help assist you with your account: Toll free: (800) 4MY-XBOX or (800) 469-9269

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I had someone buy 6,000 MS Points 2 weeks ago using my Xbox.com account.  They didn't buy anything but I have yet to get anywhere with the support team.  Unfortunately I don't feel like they have much of anything in terms of giving you help.  The people on the phone can only do so much and the people above them who are supposed to don't do a thing.  I hate to say it but you may be SOL.

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Call your bank and start using prepaid cards.

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I was in the process of moving into a new home on Aug 15th. I had my consoles boxed up for about a week and had not been on my xbox for a few month. I received two emails on the night of Aug 15th confirming my purchase of 4000 point and 6000 microsoft points. Seeing that my console was still boxed and I didn't have internet set up yet; I knew it wasn't me. I immediately called care in opened up a case. I was also given the 20-30 day timeframe. Fortunately I was immediately refunded for the 6000 point purchase, because it triggered their automatic fraud system, but the 4000 point      purchase still was allowed by xbox. I wanted for about 2 weeks and then received an email from xbox congratulating me on the fact that they found no proof of my account being tampered with, so they would not be refunding me the remainder of my money. I have been on the phone with customer care ever since trying to get them to re-investigate, because I know it wasn't me who made the purchases. I have basically been told that I'm basically out of luck and that if the thief got a hold of my profile and then made the purchases from a computer instead of from his console then there is no way for xbox to track it so I'm just out of luck. I'm very disappointed with this situation and how it has been handled. I use to be a huge fan of xbox but they have been continually ripping me off and causing me to lose money. I am a multi-console household, and at this point Xbox is about to lose a customer completely to Sony. And I was really looking forward to playing Modern Warfare 3 on my Xbox. It was fun while it lasted xbox.

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I also received the 4,000 and 6,000 microsoft point confirmation emails on August 15th, but had a third email confirming a switch to Brazil.  The rep locked my account and fortunately my bank refunded me the charges, but I'm waiting on microsoft now.  Its been over five weeks now and I can't believe its taking this long.  I've been on Xbox live for 7 years now and I just want my account back.

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