Banned from XBL for calling XBL Support for help on game issue

Hi my name is Arthas. I had a issue on the December and January Holiday sales where the games do not play on my main profile Snowdrops Gift. I have been contacting Microsoft Customer Support on a regular basis to try and get help
fixing the issue I have been having with my games sending me to the Microsoft Store to purchase the games again or Freezing / Crashing during the main loading screen. I was suspended twice both times were on the exact date and time that a Ranger was looking
into my account, I was told by support and by the Ranger that my account was suspended because he was looking into my account.

I was unaware that it was in any way a violation to contact Microsoft Customer Support Agents so often for help was a violation in any way with MS rules. I wasn't contacting support for a refund since I know that I was issued 2 back in December when I was
charged full price for games that were on sale. I have not and am not in any way looking for refunds just a way to get the games I purchased to play. The reason I contacted Customer Support so often was because 85-93% of the agents I spoke with only recommended
resetting my console with and without games and both cases ended without giving any information despite emailing them numerous times. If there is any way that you can help it would be greatly appreciated. I was unaware until I tried to dispute the perminate
ban that I was in any way violating any Microsoft Code of Conduct or Microsoft Rules by calling Customer Service for help was a violation.

To be honest the most important thing to me is being able to talk to my friends and having a good time with the people that mean so much to me. I have been trying to get the game issue fixed for so long due to the number of games that were involved that
it just seemed hard to give up on fixing the issue, I had no idea that I was doing more harm than good to myself. If at any point I would have been informed that calling support for help so often was hurting my case rather than helping it by asking for help
I would have dropped the issue.

If you can in any way provide me with any help or information it would mean the world to me.

A. Faust

:)

 

I need help it said my console was banned(PLEASE READ)

The XBL enforcement team probably won't read this - you should contact XBL support. The person who signed into your account probably did something very bad to get your account Console Banned - the only other possibility is that you were Console Banned to keep your details secure and that you should contact Microsoft.

 

No map packs?

When an account is permanently banned from XBL everything associated with that account is forfeit as per the XBL Terms of Service. That means all your gamer score, game saves, ms points, subscription time and download content
is gone forever. None of it is transferable and none of it is refundable. That is the price one pays for violating the rules they agreed to follow. Calling Phone Support will do you no good as they are not the ones responsible for policy enforcement on XBL.

 

Hello Arthas



I understand where you’re coming from however the Xbox Enforcement Team does not use these forums. No one does get banned by calling support for help regarding technical issues on a console,
but for in-game issues it is recommended to contact the developer of the game. For information about your account suspensions or bans sign in at this site with your account at https://enforcement.xbox.com



Only an actual person from the Xbox Live Enforcement Team can impose or remove a suspension or ban on the account. - "Despite what some may claim, Xbox Live Policy
& Enforcement Team will never ever ban anyone “for no reason”. Suspensions always occur as a result of a specific Code of Conduct violation.
Read more here

Code of conduct violations encompass a number of situations, including, but not limited to:

• Engaging in communications that claim or imply that you are Xbox staff
  
• Having a Gamertag or profile content that contains hate speech or profanity
  
• Using in game exploits to gain an unfair advantage over other players
  
• Hacking, Modding or Cheating
• Marketplace theft

If you want to contact the Xbox Live Policy & Enforcement Team you can file a Case Review - You can't file a Case
Review if the suspension is less than 24 hours or you failed the questionnaire. - Note: Currently, Xbox device bans are not eligible for Case Review. To make a Case Review - Click
here

 

I was told by the Ranger that the first 2 times I was suspended it was due to him taking over my account so that he can check on the game issue I have been having. When I was Perm Suspended I filed a case and was told that it was due to the number of times
that I have called Support for help that is the reason I am Perm Suspended on XBL due to all the agents I have talked to mentioning that I should receive a refund for the games even though with the exception of 2 times the first being when I was charged full
price for 2 games that I bought on sale Final Fantasy 15 Ultimate Ed with all DLC and the second game Fallout 4 with all the DLC. The second time was when Minecraft Story Mode Season 2 was put on sale for the 30 other than these 2 times I have not wanted one
and have told them that I did not want one.

The entire situation has been a huge misunderstanding on both sides. If it was mentioned to me at anytime that by calling for help and support would be hurting me rather than helping me get the games that I have been having issues with since I purchased
them in the December and January Sales. Since I was out of town at the time and I purchased the games on my laptop, I had no idea about the issue with the games not working until I got back into town.

 

I see, so did you already try to make a case review and explain it clearly your story from above? Now upon reading the CoC and ToS of Xbox, I never come across any rules that says you will get perma banned if you contact the support team many times. I think
the banned you got must have a specific term. Did you read the email or message of the Enforcement on the website to see what is the exact cause of your perma banned?

 

Sorry for the delay in getting back to you when I tied getting the messages from Enforcement Case but was being told that I found a glitch in the system.

My profile was accessed by the Ranger on 4/20/2018 he said that he took over the account to look at the issue I have been experiencing with my games. He looked into the wrong issue, rather than the games sending me to the store or Freezing / Crashing he
looked into the games not being able to download. I never got a reply back to my emails to the Ranger helping me in my case. By 5/20/2018 I still haven't heard back from either the agent working the case or the Ranger. I emailed them again on 5/21/2018 and
the Ranger got back in touch with me and looked into my account on 5/22/2018, he called me later on in the day to get more information and when I asked why my account was suspended he said that it was because he was looking into my account and not to worry
he also said that is why I was suspended the first time. I haven't heard back from him or the person working on the case since.

Here is the communications between Enforcement Team and myself when I filed case.

Snowdrops Gift :

‎6‎/‎25‎/‎2018‎ ‎12‎:‎50‎:‎02‎ ‎AM

Can you please let me with what I have been charged with? I've been calling Microsoft Customer Service (MCS) to get advice and help on a occurring issue I've had since Dec & Jan Holiday Sales, first called Jan 10 2018 - Present. The games I bought are taking
me to store to rebuy or will Crash/Freeze when I'm in main loading screen. That is why I have called MCS so often is to get help and advice but 85-90% of the agents I've talked to only recommend resetting the console which I've done over 182 times now. MCS
agents have offered refunds, I tell them I don't want one I just want to fix and play the games. The 2 times I was suspended before I was told it was because the Ranger helping in my 2nd case was looking into my case to help with it. On both Cases they ended
without giving any information even after emailing them. If it's against the rules to call MCS for help so often for help & adv I am very sorry and will stop. If you have any advice on my game issue it would be appreciated.

(When I got the responses from the ET I was in a meeting for over 12 hours.)

XBLPET Sword :

‎6‎/‎26‎/‎2018‎ ‎6‎:‎45‎:‎00‎ ‎PM

Hello Snowdrops Gift,

Thank you for submitting an inquiry regarding this enforcement. The Xbox Live Policy & Enforcement Team is currently investigating the circumstances behind this action, and expect a resolution within 72 hours. In the meantime, if you have any additional
comments or information to provide, please use this opportunity. Thank you for your patience.

XBLPET Mercury :

‎6‎/‎26‎/‎2018‎ ‎7‎:‎50‎:‎03‎ ‎PM

Hi Snowdrops Gift,

This account has received two prior suspensions for marketplace theft; the first suspension was issued April 20, 2018, the second May 22, 2018. The current suspension is for the same behavior, which has continued despite XBLPET's efforts to educate this
account and warn against this behavior, on May 26, 2018.

As previously stated, this account has opened an excessive number of service requests with Microsoft Support, under requesting help accessing content owned by this profile. Additionally, in each instance, refund requests were made after explicitly
being told on more than one occasion refunds were not an available option.

As stated in the Microsoft Services Agreement, regarding the Refund Policy:

"Unless otherwise provided by law or by a particular Service offer, all purchases are final and non-refundable. If you believe that Microsoft has charged you in error, you must contact us within 90 days of such charge. No refunds will be given for any charges
more than 90 days old. We reserve the right to issue refunds or credits at our sole discretion. If we issue a refund or credit, we are under no obligation to issue the same or similar refund in the future."

This account's numerous attempts indicate a willful effort to defraud Microsoft Support, especially when the efforts continued in spite of being told the account would not receive refunds for the content.

Xbox Support exists to help all Xbox Live members. Inappropriate or fraudulent use of the support system threatens the integrity of Xbox Live and can delay or deny other players access to support that they need. In order to ensure the quality of Xbox Support
and the integrity of the Xbox Live marketplace, fraudulent use of the support system cannot be permitted.

Due to the severe nature of the violation, this account can no longer be trusted to access the Xbox Live service. As a result, the account can no longer sign in to Xbox Live from any device. When a permanent account suspension is issued, XBLPET does not
actively revoke an account's purchases or licenses or otherwise render existing content unplayable. Any content that has been downloaded and can be accessed without an internet connection can continue to be used by the affected account offline. Content downloaded
to the suspended account’s Home Xbox One console can also continue to be used by other accounts present on the console. However, once an account has been permanently suspended, it will not be able to re-download previous content or purchase new content.

For additional information regarding how to participate on Xbox Live in a safe and productive way, please refer to the Microsoft Services Agreement (Microsoft Services Agreement) and Microsoft's Code of Conduct Explained for Xbox Live
Customers (https://enforcement.xbox.com/Home/CodeOfConduct).

Me (I was never told until this email that it was due to the number of times I called support for help prior to this message was hurting me. I was told that it was due to the ranger looking at my account. No agent I talked to or the ranger said that
it was in any way against the rules to contact support so often for help. I also never asked for refunds, the agents that I talked to were the ones that mentioned refunds. I have never called support looking for or expecting refunds all I have wanted and hoped
for was to get help with my game issue. )

 

I appreciate you took the time in explaining it here dude, if you have submitted a case review and the decision was upheld, then I'm sorry there is nothing anymore to do as the ET has already investigate it twice. Sorry to be the bearer of bad news.

 

Thanks for posting your issue, I got banned on my main account as well because of the games I bought during the New Years sale. Forza Horizon 3, Fallout 4, 3 games from TellTale and others. I got perma banned because of calling
support for help but like you, 99% of them are useless, you can get banned for calling support so often for help but the reason you have to call XBOX CS so often is because you can't get any help from CS. If it's Microsofts fault they will do everything to
screw you over and blame you for the games not working. I have since given up buying any digital games since if you have issues with them then you are ****.

Since 2015 the quality and knowledge and most importantly attitude of CS Agents has gone down hill so much.

 

See this is how it goes, all we want to do is play the games that we bought, but they don't work so what do you do. Hmmmmmmm let me see well like all people we call XBOX CUSTOMER SERVICE FOR HELP, the problem is that all that they
recommend is to restore the console with and without games, well **** don't you think we have tried that already. Then we call support for help again and again just to get the same **** answer, don't get me wrong some of the agents are very polite and do their
best to help and others for example will tell you that its your fault the games are not letting you download them. So anybody who is reading this stop buying DIGITAL GAMES ON YOUR XBOX ONE BECAUSE I GUARANTEE THAT ONE DAY YOU WILL HAVE THIS SAME ISSUE AND
YOU WILL BE CALLING CUSTOMER SERVICE FOR HELP OVER AND OVER AGAIN BECAUSE NOBODY WILL BE ABLE TO HELP AND THEN YOU WILL GET BANNED BY THE XBOX LIVE ENFORCEMENT TEAM (OH BY THE WAY YOU HAVE NO WAY OF CONTACTING THEM OTHER THAN FILING A CASE WHICH THEY DONT
CARE ABOUT AND WILL JUST USE THEIR STATUS TO **** YOU OVER.) BECAUSE YOU ARE CALLING CUSTOMER SUPPORT TRYING TO FIX A ISSUE THAT IS CAUSED BY MICROSOFT.

IT IS BEYOND **** UP THAT YOU CAN'T CONTACT THE ENFORCEMENT TEAM CORRECTION YOU CAN TALK TO THE ONES HERE BUT THEY HAVE NO POWER TO HELP YOU AT ALL. SO BEWARE EVERYBODY WHEN YOURE BUYING A GAME NOW YOU ARE RISKING YOUR PROFILE GETTING
BANNED ALL BECAUSE THE GAMES DONT WORK AND BEST OF ALL YOU WILL NEVER BE ABLE TO CONTACT THE PEOPLE THAT ARE SCREWING YOU OVER.

 

Your post has already been addressed here: WHY YOU WILL GET BANNED FOR CALLING SUPPORT FOR HELP

I invite you to not post spam in the forums in respect of other fellow gamers

 

To: N7 Spartan051 and any Xbox Enforcement Team Members who take the time to read this.

Yes you and I lost our profiles but being rude and letting your hate about what happened to you and I will not get you or I anywhere (if your main profile was banned because of calling support as often as I did for help. ) It's natural my friend to feel
upset but saying the things you have been and acting this way will only make things worse for you. Try talking to Microsoft Customer Service or file a claim in the Enforcement Team and just focus on the details of why you were banned and do what unfortunately
I didn't do in this case because I just focused making sure they know I called so much and put in minor details if I had known what the issue was before I am sure that the Enforcement Team would have understood what I was doing. What I mean by this is that
just like my case yours may be a simple misunderstanding like mine was make sure to focus on details specific to what you are being charged with. I know that it is frustrating but don't give up hope that you will be able to use the profile again. I have nearly
$10,600 - $13,000 worth of Games and DLC and some videos from the XBOX 360 & XBOX ONE. so yes I am upset some but mostly worried about everything I will be missing out on, I was told by a Customer Service agent that all the games I purchased will not work
anymore. You have every right to be upset but don't be mad because all that will do is make things worse. Using foul language and blaming everybody else will not get you any where. Try to calm down and think about what reason you were banned for then if it
was a misunderstanding or mistake post here on the forum and hope for the best like I have been doing. Youre a better person than the way you acted when you posted here.

(All the games purchased were on the XBOX Website during the DECEMPER & JANUARY SALES not on XBOX ONE console while out of the country for work that's why I have so many games not working. The first time I got to play one was in January.)


Believe me I know the feeling and yes I am upset and feel that my case was unjust because XBLPET Mercury I know he just misunderstood why I was calling Customer Service for help so much. XBLPET Mercury was just doing his job, so
I don't blame him for doing his job just as a police officer does his when you get pulled over, In his view I was calling to try and cheat Microsoft by getting refunds which I am not able to get since I got 2 refunds in December when I was charged full price
on games that were on sale, I bought Fallout 4 complete edition (has all the DLC Packs & Season Pass) and Final Fantasy 15 Royal Edition (has all the DLC Packs & Season Pass). They were both on sale for $35 each but I was charged full price on both games during
the last 2 hours of the sale. I explained what happened to a agent who saw that the games were still on sale and issued a refund.
I know you can only get 1 refund a year and since I talked to the first agent I was told I couldn't get a refund but I am not calling to get something I know I cant get, I have been wanting to play for a long time especially Minecraft
Story Mode Season 2 it hasn't worked on my 360 or on the XBOX ONE versions. I am calling XBOX Customer Service so much to get my games to work, the main issue I heve been having is that 89%-97% mostly around 93% of the agents just have basic advice Example
"to restore the console whit and without games". My point is this that why would anypony have called (Estimating) around 250 times other than trying to get help. I am still not sure if the REFUND I got in December 2017 counted as my one Refund for 2018 or
if it counted towards 2017. I have called Customer Support several times after I got Permanently Banned to see if there is a way to fix the games that I bought in Holiday Sales haven't worked since they were purchased but since profile is banned from XBL I
was told all the games purchased on my main profile Snowdrops Gift profile (that has 97% of the Digital Games I own) will not play anymore. Don't give up hope N7 Spartan051. I know that it's hard losing your main profile, it is perfectly understandable to
be mad or upset about losing your profile that you have worked hard on, or in my case has nearly every game I've purchased on it, I have also used the profile on 5 different consoles with the same results, so you keep calling and calling support for help.
I hope that the issue with your profile will be resolved soon, as long as you didn't get permanently banned by breaking the rules on purpose I believe that things may work out. But lashing out at everypony and cursing so much and acting the way you have been
here will only make things worse.

N7 Spartan051 (Like your GT BTW Kurt fro Halo Book GoO)I know how you're feeling better than most people here because
I lost my main buying profile / main profile to talk with friends and it hurts more than anything that the XBLET team thinks I am just trying to cheat and defraud Microsoft. because of a huge misunderstanding on both sides. I was told by Customer
Service it was because a Ranger was looking into my account, the second time I was suspended was the exact time that the ranger was looking into my account again I was told by Customer Service again and the Ranger himself when he called that since the Ranger
was looking into my account again that I have nothing to worry about. I know / knew then that I couldn't get refunds and I didn't and still don't want a refund like I have said to all the agents I have talked to were the ones that brought up refunds after
they looked into it and said they were not able to issue a refund on all my calls you I have said that "all I want is to play the games I purchased."


I HOPE THAT YOU HAVE A GEAT DAY or NIGHT N7 SPARTAN051 & ANYBODY ELSE THAT TAKES THE TIME TO READ THIS.

Arthas F.

PS: this is for any XBOX LIVE ENFORCEMENT AGENTS READING THIS.

It seems strange to me that I got SUSPENDED the first time on 04/20/2018 at 4:59pm the same day and it happened amd close to the same time that I talked to the Ranger and he said that he was going to take over my account
and not to use it untill he EMAILED me with his results.I got suspended the first time at 5:24pm.(I got Suspended roughly 25 minutes after I Emailed to Ranger it seems suspesious )

On May 05/21/2018 I emailed the Ranger, letting him know that I am still having the same issue with the games not working, he emailed me back the next day 5/22/2018 at around 05:34 - 06:15pm and lt me know he will lok into
the account again for me since the first time he looked at downloading games when the real issue was getting the games to play or in some cases the games will send me to Microsoft Store to purchase games again. (it seems suspesious that I got Suspended around
a hour and a half to two hours after I Just talked to the Ranger through.)

 

Agree on all that mate.

 

XBLETmasterV36 I was wondering if it is possible to message XBLET Sword or XBLET Mercury through XBL or unlike you are their titles not Gamertags as well ?