Absolutely horrible service and flat robbery

The key is to talk with customer support and tell them that your account was hacked and that you need them to do an unauthorized access unable to recover escalation.

This is what should happen.

1. the support team should fill out a form to send to the escalation team these are some parts of the form.

1. they will have you create a new MS account that does not have a xbox profile/gamertag attached to it.

2. they will ask you for some information off of the console that your profile has been on.

3. ask for the IP address for your internet where your console is at.

4. ask for information that was on your account previously, Name, DOB, billing zip code

they will then send this form up to the MS escalations team who will look over the information and determine if your account was hacked and that information is correct they will then move ALL of your account information including any licenses for games and
movies over to the new account that you created at the beginning of the form. This is why it can not have a xbox profile attached to it because they will not be able to move the old account to the new account if there is one.

So, here it is 2 months later and still no word from Microsoft. I have replied to every request through email, since escalation department has no phone. I have received four different emails asking for different things to
verify my account. Why did it take four?? Why was all the questions not asked in email number one, asking four different times just slowed the process down.

Chatted each week with a different customer service representative. Still no word or sign of any work being done to recover my account. Some can't find my reference number, others claimed they needed to verify the email. (Which
was a waste of time, I told him my account was hacked and which email is it verifying the hackers or mine. He replied with I can't tell till u verify the account. SMH!!) Each time it's the same story, we can't contact escalation you just have to be patient.....WTF,
it takes someone 2 months to figure this out??? Everytime I ask to speak to a supervisor, they don't do anything different, or they plain hang up on the transfer and I have to call again and re-explain the whole situation again . I refrain from yelling or
profanity when talking to these customer service representatives. Xbox/Microsoft customer service just plain sucks!! No one can help me get this account back, I just have to hope these escalation guys can figure this out in the next year???

The key is to talk with customer support and tell them that your account was hacked and that you need them to do an unauthorized access unable to recover escalation.

This is what should happen.

1. the support team should fill out a form to send to the escalation team these are some parts of the form.

1. they will have you create a new MS account that does not have a xbox profile/gamertag attached to it.

2. they will ask you for some information off of the console that your profile has been on.

3. ask for the IP address for your internet where your console is at.

4. ask for information that was on your account previously, Name, DOB, billing zip code

they will then send this form up to the MS escalations team who will look over the information and determine if your account was hacked and that information is correct they will then move ALL of your account information including any licenses for games and
movies over to the new account that you created at the beginning of the form. This is why it can not have a xbox profile attached to it because they will not be able to move the old account to the new account if there is one.

Just a quick question, did you have the system activated where if something is changed on your account a text message is sent to your phone to verify its you trying to make the changes and not someone else?

It doesn't make it all your fault if you didn't, and Microsoft should still do all they can to get your account back, but in the future you may want to look into that.

Also don't accept it, keep at them and keep on trying to speak to someone higher up.

The problem with most large companies is that get third party companies to deal with customer support, and a lot of times these customer support staff aren't paid the best wages and have to deal with a lot of abuse from customers.

Still no excuse on their part, just letting you know why they may have hung up on you.

So, here it is 2 months later and still no word from Microsoft. I have replied to every request through email, since escalation department has no phone. I have received four different emails asking for different things to verify my account. Why
did it take four?? Why was all the questions not asked in email number one, asking four different times just slowed the process down.

Chatted each week with a different customer service representative. Still no word or sign of any work being done to recover my account. Some can't find my reference number, others claimed they needed to verify the email. (Which was a waste of time,
I told him my account was hacked and which email is it verifying the hackers or mine. He replied with I can't tell till u verify the account. SMH!!) Each time it's the same story, we can't contact escalation you just have to be patient.....WTF, it takes
someone 2 months to figure this out??? Everytime I ask to speak to a supervisor, they don't do anything different, or they plain hang up on the transfer and I have to call again and re-explain the whole situation again . I refrain from yelling or profanity
when talking to these customer service representatives. Xbox/Microsoft customer service just plain sucks!! No one can help me get this account back, I just have to hope these escalation guys can figure this out in the next year???

you reply to all the emails

However if you are failing verification then not only that they can't tell you but can't confirm or deny that you got things qrong

Everything must be accurate from the ORIGINAL information on the account

You will only get a phone call if they need to clear things up

Please review what SteeleWand posted...

Customer support can't get your account back, by design. There's a process for this.

It is a pain if you account has been compromised because Microsoft has so much security in place but it doesn't help if the account has been shared out or if you're using a yahoo email address that's been compromised as the sign in for your account.

quo