Account hacked

My account was hacked and this criminal ordered an Xbox live gold 12 month membership as a gift (to themselves) through my account. When I saw the charge go through my bank account, I immediately called Microsoft and informed them of the unauthorized order
on my account. I was advised to request a refund through xbox online. So, I submitted the refund request, with a brief explanation. Unfortunately, a day or so later, I received an email from an xbox representative stating that I am ineligible for a refund.
Then, I called and spoke to an xbox representative, who was very arrogant and unsympathetic. He had said that the only way to pursue a refund is hrough email?

It seems to me like xbox allows people to steal from other people, giving victims no recourse or way to get their money back.

Has anyone else had a problem like this with xbox?

:)