5 year old xbox/microwsoft account hacked and suspended please help me. any exworkers or...

I honestly don’t even know where to start and I’m shaking while typing this. A few days ago my Microsoft account got completely taken over because of a Discord phishing scam and I feel sick just thinking about it. My brother was trying to join a Discord server and it asked for “verification” and a one time passcode. He didn’t realise it was fake and entered it, and in literally minutes someone had full access to my Microsoft account. I don’t blame him but my brothers are furious and the whole house has been tense since it happened.

As soon as the hacker got in, he changed the primary email to his own and removed mine completely. When I try to log in now it tells me that my email doesn’t exist at all. He also removed my phone number, and now when I try to log in with my number it redirects me to another Microsoft account I own instead. I can’t access my Microsoft account on any other devices anymore, and if I log out of my current laptop I will lose everything forever. My OneDrive already doesn’t work and I feel like I’m watching my account slowly die while I can’t do anything.

This account is years old and it means everything to me. Me and my brothers have shared it for so long but I’m the creator and main user. We’ve spent well over £1000 on games, subscriptions and DLC. There are so many memories on it that can never be replaced. Old Minecraft worlds we made together, screenshots, messages, achievements, gamerscore collected over years. All of that gone in about five minutes because of one mistake. I genuinely feel sick thinking about it and I haven’t been able to sleep properly since.

I tried the normal Microsoft account recovery over and over again and got stuck in loops until it eventually just gave me an error screen. My 25 character Microsoft product key didn’t work either. I sent multiple emails and got no response. I spoke to multiple support agents and eventually one of them sent me to a more detailed recovery form that I filled out with as much information as I could. Less than three hours later I received an email saying they were aware that unauthorized access had occurred, but because of their policies they couldn’t revert the changes. They then said they had permanently locked the account and that this decision was irreversible. Just like that. Gone.

I honestly can’t understand how confirming a hack and then permanently locking the account is considered a solution. It feels lazy and cruel, like they just wanted the problem gone. The next morning I called Microsoft again and spoke to another assistant who told me to reply to the email and plead my case with as much detail as possible. He told me they can still change their mind or possibly transfer my purchases and data to another account. This completely contradicted the email saying everything was permanent and irreversible, which just made me even more confused and anxious.

I sent them everything I could think of. Bank screenshots showing purchases from years ago, proof that the card on the account belongs to me, email receipts sent to the original email address, screenshots showing the payment method on the account, even real life photos and videos of me playing on the Xbox with my gamertag clearly visible on screen. I tried to prove in every possible way that this account is mine and has been mine for years. I still haven’t received a response.

I’ve been paranoid, scared, and constantly stressed since this happened. My brothers are angry, I feel guilty, and I feel completely hopeless. Losing this account has honestly made me lose all motivation for gaming. It feels like years of memories, money and effort were erased instantly and nobody at Microsoft actually cares.

I’m posting this because I’m desperate. If there is anyone here who has been through something similar, anyone who works or used to work at Microsoft or Xbox, or anyone who has any advice, contacts, escalation methods, or literally anything that could help me get my account back, please tell me. I’m a young gamer and I just want my account back. I don’t know what else to do anymore.

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