7008727079 - Fraudulent Charge Follow-up - DoNotEdit:7008727079

I had fraudulent purchases on my account and there is evidence to say it wasn't me. My son was duped by the MS link scam and allowed people access to his account in which purchases were made. Luckily most of the purchases were discovered in time and I stopped them with my bank.

However the users that did this are still able to do it to others due to Microsoft awful support system and the ability to be able to report or prioritise reporting fraud.

I have tried everyday to speak to an advisor to explain the issue but have got nowhere.

We have tried for days to contact Microsoft and we are continuously sent in loops. We were directed to the support pages which directed us to VA. The VA could not help so we asked for a call back. Upon entering our number we received the message that 'there was a problem on our end and we are working on it, try again later', we tried and tried and tried for days on multiple devices in multiple locations. We kept getting the same message. We called the Microsoft contact number from the internet and were met by an automated service directing us back to the support pages to use the VA. We tried to fill out the refund form but could only see the purchases with V-Bucks but not the Gifts due to them being redeemed. To the ones we could complete the form for, when we selected the reason why we wanted to refund as purchased by someone we didn't know, it sent us to a page which told us how to secure our account which we had already done but didn't give us the option to report it to a fraud team. We contacted MS support via twitter and were told the same things as we had already discovered. To secure the account, contact our financial establishment and if we would like to talk to someone to follow the link to the VA which as previously mentioned wouldn't let us enter our number for a callback. Finally, to get to speak to someone we called the purchases number for Microsoft and spoke to an agent for purchasing. They then took us in the same circle as above and nothing was resolved. I asked to speak to a supervisor and when I was put through, he couldn't hear me for some reason and ended the call. This has been traumatic for us, but what has been more traumatic than seeing our funds vanish is trying to get someone from Microsoft to help us.

We were given the support number bove but they have just ignored our emails nd we have herd nothing bck for weeks.

How do we report this officially so that the people did this are dealt with so they cannot do it again and are sure that my sons account won't be banned for none payment of some of the things that went through. These were gifts that they sent to their own accounts and to a friends.

:)