Account has been locked for "violating service agreement"

I have had several conversations with Microsoft employees via chat as well as phone who promised me they would either escalate or solve the issue. My account was compromised by what I assume to be hackers as my security questions were changed and password as well as profile picture.

I spoke with support and explained the situation and provide all the pertinent details to confirm my identity, including billing information, password history, XBOX live gamer ID and the 25 character recovery code. They said this information would be more than sufficient and gave me a time frame of 24-72 hours to find a resolution.

I went to go check on my ticket status today and found that the issue had been closed. No resolution. Account still unable to access the games I purchased through Microsoft game store. My gamertag is Lil_Demon. At this point I feel as if my issue has been ignored and feel helpless. I spent a lot of time enjoying Microsoft products and leveling up my characters and gaining achievements.

During Covid I have had little else to do for recreation than play Xbox and the last thing I want to do is lose all the work I've put in to this account. I have no idea what is going on and why my tickets have been closed; the lack of communication from support staff is extremely frustrating. I was assured multiple times the information I provided would be sufficient to gain access to my account and purchased games, only to have the ticket closed with no explanation.

Does anyone have any sort of explanation as to why this has happened or experienced something similar? I just want my account back.

The email I received today contained the following:

• • Service Request #: 1517309813
  • Closed Date: 1/28/2021 5:21:29 PM UTC

:)