Have yet to here anything back about my account being hacked

It has now been 31 days (8/7) since my account was hacked and $125 was taken out of my bank account without my authorization. There were a total of 2 transactions (one for 49.99 and one for 74.99) that showed up on my bank statement totaling $125. What makes this worse is that I didn't even get an authorization from Microsoft until that following Thursday that I had even purchased the points so had I not even checked my bank statement I wouldn't of even known for another four days.

I called that Sunday to be told that they would have someone look into it and that it shouldn't take longer than two weeks to get my money back, so I waited 2 weeks before calling back on 8/21. When I had called then I was just told that I need to wait up to four weeks or thirty days for anything to happen so I decided to just wait and go another 2 weeks with my account locked being unable to play any of my saved games on or offline.

It has now been over 30 days and I have yet to hear any response back from anyone. The closest thing I have got so far is an e-mail that I just received today asking me to verify my secondary e-mail address that I was ask to add the when I had initally called over a month ago. It still does not look like my account has even been touched.

I checked my Windows live account today and the extra e-mail that the hacker used is still linked to my account so he knows every time I request a password change, and my secret question is still in Chinese. I dont know how much proof is needed to see that I didnt purchase these points, and from what I've heard I am not the only one this has happened to. I have been a customer with you guys for nearly 5 years now and have yet to have a problem, but after going through this and not only having my account hacked, but I also have to deal with getting the run around every time I call in to check on the status and to top it all off I'm still paying for a service I cant even use. I doubt I will be credited back for the time I couldn't even get on my Xbox and it just seems like Microsoft has sucked even more of my money out of my account for a service I can't even use. For me to have been a gold member for so long and have to deal with this is extremely insulting to me to the point where I would just sell my Xbox and go out and get a PS3.

I need to know what is the status of this. It has been over thirty days and I am tired of just have $125 floating out there in limbo. I would call but not only am I at work, but it has proven to be useless the past couple times I have tried it.

 

Question Info


Last updated July 4, 2018 Views 0 Applies to:

Hey there! I'd love to help, but phone support (support.xbox.com/contact-us) is the only place to get updates on your investigation. Give them a call back and have your SR# from your previous call(s) ready. Don't be afraid to ask to speak to a supervisor if you are not getting the information you need.

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Just got off the phone and everything was taken care of. I was unaware that the update e-mails were coming to my other e-mail though.

I'm not to sure how to put in customer compliments but the person I spoke to was very good, and a lot better with helping than the person I spoke with 2 weeks ago. She also gave me a reference number if that helps.

1161513784

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there is a survey that comes in the email sometimes (random where you can score based on the call keep the service request number handy so you remeber the call)

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