2 weeks since unauthorized access case. Hacker is STILL on my account playing my games. STILL ...

My account got hacker april 3rd(The day before i just purchased division for 60$ too) and i filed a unauthorized acces claim. A day or two later i get a email asking for info so i gave it to them. Info such as console serial, console ID, device id, old passwords,
old/recent used credit cards(Some going back a couple years) so long story short i made it OBVIOUS it was MY account. well its april 16th and if i look up my account the guys STILL on it playing my *** games, unlocking achievements, changing my settings ect.
I filed a BBB claim 3-4 days ago and i haven't got a reply yet. Microsoft is obviously not doing ANYTHING! the email i got around april 6th thaty asked for more information stated that their were going to lock the account for the duration of the investigation
but it hasn't been locked! All support does is lie and say 24-72 hours or don't worry they're working on it. I never realized how petty this company is until i needed their help, they took my money for 5+ years with no problem tho. I want my account back can
any1 help me. Btw isn't not this account, its my main account (gamertag: josephtag). LOL even more gamertag is my real name (josephtag)and my credit card statements have my name on it.

:)

 

Account Hacking

SOUNDS EXACTLY LIKE MY CASE. 2 WEEKS IN and he still is on my account. Also filed a BBB claim with no reply. Never realized how petty microsoft is until you need their help. they'll take your money with no problem tho.

 

Enforcement Team

My account was suspended recently and I find the suspension to be unfair. My account was filed against Harassment and Threats when neither one of those things occurred. My suspension was filed by players who were upset at the game (me killing them) and not
at me. Therefore, leading to false complaints. Moreover, I am confused on why my suspension is for 2 weeks and not 1. Also, I filed a case review and an agent contacted me back with a case summary saying that my account was only suspended for 7 days... though,
when I click on my enforcement history, it still shows a 2 week suspension.

 

Hey there, Yooouahooobro

If you have submitted a case review, then the team will investigate and take the action required. One thing that alarms me though, is this bit you had mentioned within your post:

[quote user="Yooouahooobro"]

My account got hacker april 3rd(The day before i just purchased division for 60$ too) and i filed a unauthorized acces claim.
A day or two later i get a email asking for info so i gave it to them. Info such as console serial, console ID, device id, old passwords, old/recent used credit cards(Some going back a couple years) so long story short i made it OBVIOUS it
was MY account.

[/quote]

I have submitted an Unauthorized Access claim before, but have never been contacted by Microsoft via email to provide such information. As I am aware, as a Moderator for the Answers community
and been participating in the outlook.com forums, Microsoft never sends you emails asking you for personal information. We have to direct users to online forms, provided by Microsoft on their official support sites, and they fill them out for review. If
someone has gained access and they can not change their password, nor get into their account.

That bit about you getting emailed by Microsoft to provide such information is something that sounds wrong. Especially if it is to the Microsoft account in question - that your hacked gamertag is attached to.

I would recommend contacting Xbox Support again, and asking them to verify that email that you had replied to with such personal information. The chances are, unless they have changed something, are that you fell victim of a scam, and provided such personal
details that helps them fill out one of these forms for your Microsoft Account. I would also recommend reading this article here:
Xbox Live Account Security

I hope I am wrong about the email, but my gut tells me otherwise.

[quote user="Yooouahooobro"]

...Microsoft is obviously not doing ANYTHING! the email i got around april 6th thaty
asked for more information stated that their were going to lock the account for the duration of the investigation
but it hasn't been locked! All support does is lie and say 24-72 hours or don't worry they're working on it. I never realized how petty this company is until i needed their help, they took my money for 5+ years with no problem tho. I want my
account back can any1 help me. Btw isn't not this account, its my main account (gamertag: josephtag). LOL even more gamertag is my real name (josephtag)and my credit card statements have my name on it.

[/quote]

If the account has not been locked, then that proves my above statement. If Microsoft was going to lock the account, they will do. They will not tell you they were going to do something and not do it. This is a sort of tactic they use, to force people to
give such information.

If the player is still using your account, and you have access to it still, then please follow my recommendations:

Change your password for your Account



This is a handy feature that I love to shout about. If you head over to:
Sign in to your Microsoft account and sign into the gamertag that has been hacked, you will see
"Change Password". If you click on the link, it will direct you to a page where you can change your password.

Once you have changed your password, the profile should ask the user to enter the new password. Thus meaning the hacker will need to guess your password again.

Change security proofs, and keep them updated

To change security proofs, head over to
https://account.live.com and sign into the hacked account again. Then click onto
Security, then head to More security settings. Once you have been directed to another page, you will be able to see your security proofs. Make sure these are up to date. This is because people who gain access onto your account,
are able to change these details, only if they have access to them. If you have listed alternative emails, make sure you can still access them.

Keep an eye on your inbox

If someone has gained access to your account, then they may try and see other personal information. Thus meaning, they may make a case to Microsoft, telling them you don't have access to your security proofs. If this is the case, they can change them, but
give you 28 days to challenge the request to change.

Work with local authorities and bank institutes

Work with the Police and the bank if they are accessing your personal information. They will launch an investigation and work Microsoft to track the intruder. If they have hacked your account, then it is a criminal offence, especially with personal information
such as bank details.

Hope this helps,

Regards,

 

Hey there,

After contacting some people, I found things have changed with the UA Claim, and they do email you directing you to an online form, asking you to fill out some details for the Advocacy team to review the case. However, there was no documentation on this,
and had to get more information.

Thus meaning it was a form you had filled out. Anyway, it is best this gets discussed with Official support, which can be reached at
support.xbox.com/contact-us

They can look into this matter, and provide an update to this case. These cases should not be handled on these forums, as this is really a private matter, and we can't really assist you further with this, as we are community members.

Sorry for the mix up about the email that was sent to you. We learn new things every day

Best of luck,

Regards

 

Lol yeah they called me to inform me they sent a email. Thanks for the very long detailed post tho man. which still leads me to the question why isn't my account locked? I don't like the fact that he's playing my games, which I'm able to see by looking the
gamertag up. Like you said why would they tell me they did something and not do it? very unprofessional on microsofts part. I ddin't have a credit card tied to my account lucky.... but if i did he would have been able to use it considering they haven't locked
it yet. Funny thing is the email also stated they take my account security seriously but yet they haven't locked it LOL. Also he changed everything and activated 2-step.

 

I'm hoping some microsoft staff see this and locks my account cause support is really completely useless, phone and chat as they can't do anything because tier 3 has my case. I did however ask them when the last time tier 3 accessed my case and they told
me april 6th which tells me they haven't done anything for the past 10 days.

 

Also how long did your case take to get resolved if you don't mind telling me?

 

Hey there,

My case took about 2 weeks, until they resolved it. If you keep contacting support, then they will/should keep having updates.

Apart from that, I don't know what else to say.

Good luck though,

Regards,

 

3 weeks in. Nothing. *** Microsoft they obviously don't do their jobs. Joke of a company going to be getting me a playstation 4.5 and hopefully many are following my footsteps. Peice of *** company.