Account Hacked

Ao I apologize as this maybe long- so last week I had gotten a text for my sons account that my number was removed; went to email and some how a hacker in Russia not only hacked my 2 step account my son uses but my email that has 2 step. I actually changed everything to a more protected email service and have tried to get microsoft to help us recover his account. We did the form, and was told a account specialist would take care of it AND lock the account down so it could not be used. I figured we could wait since hacker could not log in and wait for next step in recovery. A week today; I am on my personal xbox and seen my sons account come online and someone playing minecraft- so microsoft lied about the account being locked. My credit cards, 2 year paid gamepass, and hundreds of dollars of bought games all on this account and I feel at a loss as my son sat crying as he seen someone on his account that he worked hard for. Microsoft hasn’t helped one bit, hasnt reassured us or given any update. I have even resorted to contacting BBB over it. Ive had to lock my card down- and worry about the fact my son had xbox gift cards that likely was spent. They aren’t helpful- I feel like they don’t care about consumers especially ones who have been with xbox since the beginning. Id of been more relieved and patient if they did that lie and say its been locked down when it never was and now either his account was sold- or hacker is using it. I don’t lnow what else to do to even get it back….

:)