banned due to hacked account

My sons account was hacked and inappropriate messages were written on his message wall. They were not written by him. He had told me about the messages and said that someone had gotten in to his account and so he proceeded to change all of his passwords
on June 1. Also on June 1 we had received an email from Microsoft about suspicious activity on his account but unfortunately we did not see the email until June 5 (after we had filed a case review). In the email from Microsoft it gave an IP address that was
used to access his account and this IP address does not match our IP address. We received notice of a 2 week suspension notice on June 4. I filed a case review for him on June 4. On June 5 we received a "decision upheld" on his case review and that the
suspension would stand. Since we did not have all information (different IP address) to put in the case review, we are now stuck. I have chatted and called customer service to see if there is anyone else we can speak with but the answer is always NO. Once
you submit a case review then that is it. I just find it odd that I have an email from Microsoft with "suspicious activity" on the account and a different IP address on the same day that these messages are posted and there is no recourse other than to wait
out your suspension.

:)

 

What happens to your games if you get banned on an XB One

that is the same as it is now, if you manage to break the rules so badly its a lifetime account ban you loose everything jn that account.

for a modified console its the console that is banned, I think you have to involved in active game code hacking or account phishing or other be involved in nasty completely ruin live for others areas to get a perm ban for your actual gamer account, hey are never clear on why accounts are banned tho

 

Help. My account got hacked

My account has been banned from communications because someone hacked my account. Please help me.

 

Sorry, but all issues related to suspensions are dealt with exclusively by
Xbox Enforcement.

If the decision is "upheld", then that means your case review was rejected, and you'll have to sit out the rest of the suspension duration.

Xbox Support and the Support Forums are unable to assist with unbanning users, as the Enforcement team does not post here.

 

I do understand that if the case review is upheld that the suspension stands. I am not looking for help to get his ban lifted. I was told by support to post on here and that the forums are the best way for a complaint to be noticed. I feel like there
should be some way for a tech company to see where the posts came from and that they were not from our IP address (especially with the email from Microsoft about suspicious activity on our account on the same day as the posts). It should be very easy to verify.
I know that enforcement is not reachable but there must be some department in Microsoft that is able to check into the irony of it.

 

If you hadn't already, you would contact support and have them start an unauthorized access investigation.

 

Thank you. I will try that now.

 

So I spoke with an agent that said that the unauthorized access investigation is only used to refund charges made against your account and to get you to change your security and passwords. They do not look into unauthorized access to your account if there
are only posts made. Basically, if someone accesses your account and just posts then you are out of luck. No matter that you have an IP address and login date and time on an email from microsoft about suspicious activity on the account. The warning email
only serves to get you to change your security. I was told to go under xbox.com and then under feedback at the bottom. From there I can find or vote on existing ideas if one is like my issue or create a new idea and see if anyone has had the same issues
as myself. The agent also said that our issue is not able to be sent to the escalation team because our security passwords have already been changed. The escalation team is only used for people who are unable to reset passwords by themselves.

It seems that once something is done on your account then that is the end of it unless charges/purchases are made. They are also unable to look into any issues until the ban is lifted. Why I am not sure. I have explained that I would like my sons account
updated and the communications enforcement taken off of his record (even if it is proven after the ban is lifted). It does not seem like this is something that xbox/microsoft is willing/able to do. It is frustrating to know that you possibly have evidence
that this was not done by my son but there is no department in xbox/microsoft willing to look further into the issue.