Account hacked, items gifted. Unable to get a refund.

jcut u up · Oct 14, 2020

Let my start by saying microsoft's level of customer service has nose dived. I've been trying to rectify this issue for almost two weeks. My (my son's) xbox account has hack attempts almost daily according to logs. He has a massive online following, hence
people trying to hack his account. With that said someone has hacked the account multiple times over the past 3 months and made purchases. We were not aware of these purchases till my wife saw a 99 dollar charge. I looked at the account online and realized
it was "gifted" to some unknown source. As I searched deeper i realize this same person that hacked the account gifted several other items to themselves. I opened a refund request, it was denied with an auto generated response. My account was hacked and items
were gifted, instead of Microsoft trying to assist with the issue, im unable to get support. I did the call back thing and never got a call back x3. I requested in my open ticket a call back or email, no response. My account is secured now, the issue is the
almost 400 dollars in charges that I didn't do. Theyre able to see where the location is when these purchases were made, yet refuse to help. Anyone have any ideas or a number that I can call and speak to someone that can help?

:)

XBF Brad A

Hello Jout u up,

Thanks for reaching out to the forums. We are sorry for the issues with the account. In regards to the purchases, there has been a lot of issues with calls lately. You will need to keep trying as there been a lot of issues. Here is a guide to request a call.
Again, we are sorry for any issues and inconvenience this has caused.

When you go to Contact Us, follow these steps to request a call from support:

Step 1 ----click on Contact us
Step 2 ----under what you having trouble with select Subscriptions & billing
Step 3-----under what is the issue I can't redeem a code then hit next. On next box hit skip.

Step 4 ----scroll down to select request a call

Once they call explain the issue and they will be able to help you. Note that these options regularly change so just keep selecting something that gives request a call from support as a contact option.

Hope this helps.

Brad

ngocphi

First secure your account

Then do a call back with edge or firefox

And ask for an unauthorized access case

XBF Ezra G

Hi Trolencito!

Thank you for your post. If an item is sent as a gift from another region the item will not be redeemable. Since the region based content is unable to be redeemed, the purchaser of that gift can

Request a Refund for the item purchased.

I hope this information helps, thanks again.

XBF Brad A

Hi Fox,

Thanks for coming to the forums with your issue with the code. When gifting items they need to be gifted from the same region. You will need the buyer to try and get a refund for the code sent, or the buyer will need to get the code replaced with a code
for your region. You are unable to do this as you are not the purchaser of the code.

Thanks,

Brad

dempup

Hi There.

Request for gifted items are only available within 14 days from purchase and only the account gifting the item, can request a refund. See this guide for refunds:

Request an Xbox refund

Make sure to login at the support page with the account that has made the purchase, to see your purchases possible for refunds.

If that is not the case, i would recommend reaching out to support.xbox.com to get the purchase refunded.

Account hacked, items gifted. Unable to get a refund.