Account Recovery

Guy STickley · Dec 8, 2018

[Mod Removed - Personal Information]

Working with Jamar and Michelle via phone support plus Jorimer on Chat support.

I have not accessed my account in well over a year, however, someone by the name of Jared is currently using the account. I have provided MS with all of the valid account data at the time that I had last accessed the account. Supervisor Jamar advised me
that it is not the current account information on file. I provided accurate billing data from a credit card used to make purchases for several years on this account, which was requested by the supervisor, only to be told that this information would not work.

I have been repeatedly told that they could help, only to inevitably be told directly that Jamar would not help me unless I could furnish the Xbox ID for a device that I have not had in my possession since my ex-wife divorced me. Jamar referenced how it
is Microsoft's duty to protect the customer, but what I see is that they are failing to investigate a valid escalation request by a customer because I do not currently own the console, despite being able to authenticate using credit card information, billing
statements, billing addresses, and more.

I was told to fill out the account recovery form using the Xbox Live email address that was valid at the time of use. This referenced address has apparently been deleted in the time since. I know it was the accurate email of the time of use and I have no
ability to access the Account Recovery form that would be necessary to submit all of my verification data, including my ID with a valid billing address on the account tied to it.

I work in account and database management, including supporting MS products. I know a SQL query can be ran on my account to verify all of the data I have submitted by someone somewhere with the Microsoft account team, as this issue extends far beyond the
Xbox account alone with my billing data. It seems that support agents are unwilling to give assistance to this request.

My question is this: Is there either A. a way to manually submit the Account Recovery form without having to login or point to a referenced email address (the normal login will not get me anywhere) or B. how can I get in contact with an escalated party to
attempt to have this issue resolved. I wasted 4 hours today trying to resolve this issue with absolutely no progress. I have tons of information to give, but it seems no one would like to help me verify said information since I am not this Jared person who
is now accessing my account.

Any help or advice would be greatly appreciated!

:)

XBF Crystal P

Hi there Guy,

Thanks for reaching out here in forums. I'm sorry to hear about the issue with trying to recover a Microsoft account. Unfortunately, here in forums we do not have tool to help assist with Microsoft Account. In reference to your questions:

A. You can fill out an Account Recovery account. You will have to know the email that is associated with the Microsoft Account. Click Forgot Password and proceed. Once you get to the section, Where should we send the code? Choose: I don't have access and
proceed with a valid email.

B. Unfortunately, that is not a valid option to contact the escalation party. You will have to go through the steps to create a case.

These are the resources available for the issue:

In reference to the
Microsoft Services Agreement, Under Using the Services and Support Section, Paragraph i. Creating an Account and ii.
Account Use.

"To protect your account, keep your account details and password confidential. You are responsible for all activity that occurs under your Microsoft account."
"If you are having trouble accessing your Microsoft account, please visit this website:

https://go.microsoft.com/fwlink/?LinkId=238656."

Hope this helps.

Darhyl Mayte Amizola

Thank you for your response.

If it's not possible to proceed with the account recovery webform, nothing to worry, there is still a way for you to recover your hacked account.

You will need to contact Microsoft Xbox support as they have the tools to escalate your case to the Account Escalation Team for an account recovery.

We do not have tools here to use for an account escalation since we are independent advisors but no worries, I will directly reroute you to Microsoft Xbox support.

KindGryphon

There is no "escalation team" here. This is a public community forum used mainly by other gamers such as yourself. Account recoveries cannot be done on the forums. Only phone support are the ones who can assist with account recoveries. You will need to
continue working with them.

steeledwand7664

There is not any other options if the support team has escalated it up to the escalations team. only other option is to continue to try and fill out the account recovery form at account.live.com/acsr and try and get as many answers correct as possible.

steeledwand7664

if you went online to account.live.com/acsr and filled out the form there and received an email from microsofts account recovery team saying you have not provided them with enough information then you can contact xbox support and they would be able to escalate
the account recovery up to their escalations team AS LONG AS YOU HAVE A XBOX CONSOLE THAT THE ACCOUNT YOU ARE TRYING TO RECOVER HAS BEEN ON BEFORE this is important because if you do not then there is nothing that can be done except to try and fill that form
out with anymore information that you can remember.

Account Recovery - Xbox Support Will Not Escalate