Account was hacked i really need an employee to help

so ive been trying for the past day to get my xbox live account back someone got onto my hotmail account and deleted my email and added in theres they also deleted my phone number so i wouldnt get alerts anymore also ive called xbox support several time
just to find someone useful to help me because a couple of the guys were telling me that i had to get a new xbox live account which i really cant do because this is my brothers account and mine so if he finds out that he cant use our account anymore im sure
he will be mad well anyways i finally got a guy that helped me and they deleted the xbox live gold off of my hacked account and emailed me the 8 months that had left on pre-paid xbox live gold member ships so the guy using my account cant play on it and the
guy also told me to do a recovery form which i did and i was un successful because i didnt have enough info due to the info changed on my email so i called xbox support again and he told me to do a post on the forums hoping that any employee could really help
me get my account back.

:)

 

hacked account I really need help

Id like to add this is from the enforcement website.

• 
  Level X
  
• Posted 20 Nov 2013 6:47 PM

Welcome to the Xbox One Account & Console Enforcement Actions forum! This forum is operated by the Xbox Live Policy & Enforcement Team (XBLPET) for the purpose of addressing questions regarding Xbox One account suspensions, console bans, feature revocations,
and other enforcement actions.

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To determine whether your account is currently suspended, and for additional information regarding the Xbox Live Policy & Enforcement Team and specific types of Code of Conduct violations, please visitenforcement.xbox.com.

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Before posting, please read the following rules and frequently asked questions:

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Forum Rules

• Do not spam.
  
• Do not create multiple threads for your inquiry.
  
• Do not harass, abuse, or threaten other users, Microsoft employees, or moderators.
  
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• Statements of legal action or other legal inquiriescannot be addressed via this forum.
  
• Always be sure to include the Gamertag you're inquiring about.
  

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Frequently Asked Questions

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What is this forum for?

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This forum exists to address questions and inquiries regarding Xbox One enforcement actions. If you have received an account suspension, forced Gamertag change, feature revocation, Xbox One console ban, or other enforcement action, and you are unsure
why, please create a post and describe the situation in as much detail as possible. Please keep in mind that this forum exists to inquire about enforcement actions, and not to debate their validity or attempt an appeal.

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Please note: The Xbox Live Policy & Enforcement Team does not address billing suspensions/cancellations. If you have experienced a billing issue, please contact Xbox Support.

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Why can't I post?

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If your account has been suspended, you will need to use a different Xbox Live account in order to post in this forum and access other sections of Xbox.com. If you do not own a second account, you may create a new Xbox Live Free account. DO
NOT create an account with a Gamertag that is offensive or derogatory in any way. Creating an account with an offensive Gamertag or using the new account to violate the Code of Conduct can result in additional enforcement actions.

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Why isn't my post showing up?

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This is a moderated forum. This means that each post is subject to moderator action before being approved for public viewing. We understand that you are anxious to receive a reply, but when posting please keep the following in mind:

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• Please refrain from making multiple posts regarding the same inquiry. The Xbox Live Policy & Enforcement Team addresses each and every post, but it is not instantaneous. Due to the volume of inquiries that we receive it may take up to 24 hours before
  you receive a reply. We ask that you remain patient. If you don't see your post show up right away there is no need to keep submitting the question; you will be answered as quickly as possible.
  

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• Keep your e-mail up-to-date! When an enforcement action is taken, information is immediately sent to the Microsoft Account e-mail associated with your Gamertag. Similarly, many forum inquiries are responded to via e-mail rather than public post.
  This may be done for a number of reasons, including but not limited to the nature of the enforcement, respect for your privacy and protection of personal data, and to mitigate possible harassment. If you no longer have access to the email account associated
  with your Microsoft Account, you may not receive our replies and other correspondence from Microsoft. If you find yourself in this situation, we highly suggest updating your Microsoft Account so that you can receive our replies, along with other important
  updates and information.

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• Check your private messages! In certain cases, forum inquiries may be responded to via forum private message. This may be done for a number of reasons, including but not limited to the nature of the enforcement, respect for your privacy and
  protection of personal data, and to mitigate possible harassment. If you receive a response via private message and still have questions, please create a new thread. To check your private messages, go here.
  

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I was suspended from just one game. Why?

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Xbox Live Policy & Enforcement is responsible for service-wide enforcement of the Code of Conduct. We do not issue title-specific suspensions, and cannot provide additional details about such actions. If you have been suspended from a specific game,
please contact the title's developer or publisher for more information.

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My account was compromised or outside my control when it was banned!

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If you feel the actions that led to the enforcement action occurred while your account was compromised or not in your possession, you may open an ‘Unauthorized Access’ case by contacting your local Xbox Support number. While we work directly with
Support during their investigation, please note that they will make all further contact with you regarding the details and results of their proceedings. We will be unable to assist you in this process.

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Be aware that this process may lock your account for several days, during which time you will be unable to access Xbox Live. Additionally, until such time as the Unauthorized Access claim is substantiated, any account suspensions will stand as issued. They
will contact us directly with their findings.

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Please note: A substantiated Unauthorized Access case does not necessarily mean the enforcement action will be
reversed or lifted. Suspensions are not necessarily issued immediately, and may have been issued for actions that occurred while the account was under control of the owner.

 

hacked account I really need help

Just to add, even if an unauthorized access investigation does determine your account was out of your hands at the time, it does not guarantee the enforcement team will unban the account.

 

I'm sorry but you were misinformed. If you have lost access to your account you need to call phone support and open an Unauthorized Access Ticket so they can investigate the claim and try to get your account back.

They did the wrong thing by cancelling out the Gold and sending it to you right away. They need to investigate and take the necessary steps if your claim is proven true which would include getting your account back to you. A claim can take up to 6-8 weeks
to complete during which time all parties will lose access to the account.

If you have any payment methods attached to that account you should also take steps to remove them to ensure there will be no erroneous billing on your account.

 

Also sorry for not putting this in there the account im using is just one i made so i could desperately attempt to get help from someone who has resolved a problem like this

 

Well i guess then i just wasnt getting the help i needed and i dont really have the time to call again and when i called yesterday they told me to do this because they cant tell me any kind of info because i could be "fishing" which i understand because
you guys do a great job with keeping people info but it also doesnt help my case and im left with nothing elso to do

 

You HAVE to call as onyx has told you. Specificly ask them to open an unauthorized access investigation. We can not, and do not have, access to your account, and calling is the only way to get this worked out.