Xbox Live Account Hijacked

    So I come home for work ready to relax and play some Xbox and much to my surprise my Xbox live accounts are in Russian. Hrm odd I think so I check my console settings and everything is the way it should and English is the language and the U.S is the local so i sign on to xbox.com and sure enough everything is in Russian.... I pick up my phone and dial the good ol' 1-800-4MY-XBOX to discover whats going on after getting dropped on the line with two of the I.T Specialist A young women picked up the other line and we sift through what has gone wrong with my xbox live account. Now it seem at 7pm on 6-29-11 my account was accessed by what can only be explained as a hacker and the region was switched to Russia on the account both on my xbox live and windows live ID and this process is unfortunately irreversible. Needles to say this did not make me happy but the women on the end was very polite and understanding of my discomfort with the situation. So I went as far as I could go with a lower tier agent and kindly asked to be patched to a supervisor to see if the situation could be rectified.

 

    The supervisor Mark was not as kind to my situation as the previous agent was though. We went through the questions I have already answered with the other agent. Does someone have access to your xbox and I retorted with no sir I live alone I am the only one that has access. Did you give your password to anyone? No I've worked in I.T myself and am pretty protective on my accounts. He then informs well there is nothing we can do for you and you will have to put up with the Russian account or make a new account. I have come to the understanding that the gamertag is gone and have come to terms with it. I kindly ask if there is anyway if i make a new account if i can have my dlc, arcade games and my 1 month of xbox live that was for some odd reason cancelled transferred to the new account or be reimbursed with the codes in order to claim them again and close the account that was compromised leaving me to play through all my games again to bolster my gamer score. Its at this point that he gets cold and rude with me. He exclaims that this is not possible because your account has not been stolen. I explain how it pretty much has I can no longer use my Netflix or Hulu accounts through my xbox due to being changed to a Russian region and it can not be used like a normal xbox account with U.S codes for points and such. He pretty much tells me that we cant prove that you didn't do this on accident so there is no way I can reimburse you. I am awed at the accusation and he unkindly offers to put in a ticket to have the account investigated but its most likely going to come back with not enough evidence to prove my case. I accept and we part phone calls with a stern goodbye.

    So I turn to the xbox live support forum to try and get this issue resolved. I have been a good customer for a while now and have bought quite a few Microsoft products. I work at a game store and always recommend Microsoft consoles and products because I use to believe that the customer service here was great and you sold a solid product. All I am asking for is a little more than being told tough ***. The reference number for the ticket is 1157094032 I would appreciate any help you could offer.

 

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Last updated July 5, 2018 Views 23 Applies to:

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Also it seems that even though I was told that my xbox live gold subscription was cancelled I am still able to enjoy playing online...

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Wow, yours was way worse than mine technically... i only had 10000 points purchased through my account and spent on stuff for a game that i don't even play.  I too am very personal with my passwords and accounts, and i unfortunately was stupid enough to trust microsoft with my debit card on file.  They told me that the investigation would take 7 days... but we are coming up on the 5th day mark of the start to their investigation, with no sign what-so-ever that i will be refunded my money.  It's sad that such a huge corporation such as microsoft, treats compromised customers with ill regards. funny how none of us have gone to a large gaming website yet.  When monday comes around, i may have to talk to an ign or gamespot representative to get this mess more in the know.

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Well, from my understanding, you were able to sign into your account which means your account wasn't hacked. I think something just glitched In your profile and changed everything to russian. Try setting up your console settings again.

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No it most definitely has been transferd to its new region in Russia just received the official Microsoft email this morning.

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Call support and get an unauthorised access investigation opened right now.

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Thank you and I have that was the first thing I did. In which the supervisor responded to me it will just bounce back with no evidence but we can do it if you want. In which I responded Yes I want an investigation open.

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This happened to me though my account was changed to chezh republic and the guy told to wait 12 months then go to account migration and change it back :( sucks like i still have to wait a few more months but i rather wait than make a new account and loose all dlc

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The advice remains the same. Call support, get an unauthorised access investigation opened and do not hang up until they say it's been opened.

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Agreed. File an Unauthorized Access report. Even if the process isn't reversible...What do you have to lose, really? Some jerk doesn't have to completely steal your account (ie recover it to their console or change the pw) in order to change the region. That's done on the website.

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