A family frustration - Repeated Account suspensions and blocked phone numbers

TheAngry1 · Mar 14, 2019

Hello all,

I typically don't post in forums, but multiple requests for help from Microsoft (Online chat, emails, and phone calls) have left me without a solution. Hoping maybe posting this will result in someone from Microsoft actually reading about my problem
instead of sending me back to the FAQs for how to un-suspend my accounts.

I have 4 kids with Xbox Live accounts (I have one as well) that they use to play Minecraft. I have 5 devices in my house that are used for this play (Iphones, Ipads, and Kindles). About once every two weeks or so, one of the kids accounts is suspended
for "Suspicious activity" (I have talked with tech support online and they have stated that there are no failed logins on the accounts, and that they do not know what specifically is triggering the suspensions) and I must go through the unblock process of
sending a code to a phone and entering it on the site. My kids are old fashioned and do not have phones of their own, so I previously used my phone to complete this process. Then one day, I tried to unblock my daughters account and was presented with the message
that: "Usage limit exceeded. Try again tomorrow." even though I hadn't tried that day. I waited until the next day but received the same message. Finally I used my wife's phone and was able to unblock the account. This worked for a few more iterations using
my wife's phone (Mine never worked again), until one day my wife's phone also stopped working. I switched to a friend's number and eventually got his blacklisted as well.

Microsoft has so far denied that they blacklist phone numbers, they keep telling me to wait until the next day and try again which has been pretty frustrating. It seems that their threat prevention software doesn't like that we have multiple accounts
using the same devices and unblocking with a common phone number, but I can't imagine that my situation is that unique... Has everyone else with this issue just given up and gone to play elsewhere? Any secret phone number to useful people who can help at Mircrosoft?
(I'm pretty tired of explaining the issue to techs who tell me to wait 24 hours and try again)

Microsoft if you are out there I have case # [Mod Removed - Personal Information] which I think you closed already after sending generic instructions to unblock my account yet again (I doubt your support folks even read my issue before
sending the canned email response)

Please Help!

:)

XBF Brad A

Hi Theangry1,

Reply to that email and explain you cant finish the ACSR due to asks you to verify phone number and you get usage limit exceeded soon as the page comes up. When they stated they haven't seen a ACSR completed this is why. I know this is frustrating but work
with the specialist, they are the higher up.

Thanks,

Brad

M3tal Daz3

You are using the same data for at least 5 different accounts, by your own admission, there are rules of the service according account data and there is a limit to that as well. My only suggestion would be to work with xbox support to solve this situation.

TheAngry1

For the record, all the accounts have current and accurate security information. They all reference the phone number I am trying to use to un-suspend and contain valid emails. I went through the verification process for one of the accounts a week ago
and was still presented with the form shown below at the end of the process. I suspect if you want to recreate the issue you'll have to get yours suspended as well... I would suggest giving your phone to your five year old to play Minecraft and it'll be suspended
in a week or two, then you can go through the process... Have your five year old continue playing and continue getting the account suspended and after 10 times of using the same phone number to un-suspend, you'll have your phone number banned as well and will
have to move on to getting your wife's phone banned...your friend's...your co-workers... and so on. Then you can spend 3 hours total on the phone with 11 different technicians (Who suggest your 5-year old may be hacking or sending out spam), time filling out
escalation forms and responding to ridiculous one way emails, and and a month of whining on this board to try to get some attention on your issue...

Again, I don't need to get into the accounts. I can do this with any valid phone number... The problem is: our phones are no longer considered valid by Microsoft... Validating the accounts does not fix this issue. The numbers remain banned. The only goal
I have right now is to have our phone numbers un-banned.

TheAngry1

To sum up a couple of things I have learned through this month long ordeal (In case anyone is listening or is looking back on this in a year when someone decides to investigate why folks hate this company):

FACT: Microsoft suspends Xbox live accounts for reasons other than the violation of its policies.
- My kids' accounts are frequently suspended (They do not send emails, they only play minecarft... or used to) and I suspect it is because they frequently log in and out of different devices we share as a family. This may seem suspicious to Microsoft, but
  it is normal for our family.
FACT: Microsoft has a limit on the number of times a phone number can be used to un-suspend an account.
- You can only use a phone number maybe 10 times to un-suspend before you can no longer use that number. My phone number no longer works, my wife's no longer works, and I even got a friend's number banned as well...
FACT: Microsoft has eliminated (or hidden extremely well) higher tier technical support.
- I have spent a month trying every possible avenue to get help with this issue, but it is a series of dead ends and loops back to tier 1 support.

It should be noted that only one technician has agreed with these findings so far. It should also be noted that I have about a month more experience with this problem than any of the technicians I email or talk to.

TheAngry1

Thanks Brad,

The emails I am posting are the result of filling out that exact form...

I'm not sure if I'll ever get through the Tier 1 folks answering the emails...

Appreciate the suggestion though.

A family frustration - Repeated Account suspensions and blocked phone numbers