Brand new Account suspended after less than 4 days

My issue has not been resolved. My Gamertag was in the process of escalation to be restored to a new Microsoft account I was directed to create. This new account
was created on 27 Aug 2018. It replaced my original Microsoft account that was hacked and stolen from me on 21 Aug. This original account's primary alias
was changed by the hackers, along with the password, recovery email, and anything else that would provide me access. Xbox support was going to escalate my original Gamertag and purchases from the
hacked account to the new account I was directed to make. I provided the IP address of my Xbox and did not log into Xbox after. I placed TSV on the new account
to prevent my account from being stolen again.

For some reason, the new account was temporarily suspended less than 4 days after creation. I had only logged into it to update security to that point. No specific reason or reference code was provided. Additionally, no other method other than the fillable
"request account unlock" form was provided to prove my identity to unlock the account. No link to send a code via my TSV or recovery email either. I contacted Microsoft support through the fillable form to have it opened and received the following email from Microsoft
Online Safety <L: MOSAF.MREA.WW.00.EN.>

"Hello,

We received your service request and after review, I found Two-Step Verification (TSV) has been enabled on the account. Unfortunately, when TSV is turned on, we are unable to assist with an account recovery as TSV takes the account
recovery completely out of control of customer service. We are unable to remove the TSV or make any changes to the security information on the account due to security protocols set up on the account and accepted in the Microsoft Services agreement when the
account was created.



The only option we have is to permanently suspend this account to prevent any further use of the account. I have verified that the account is suspended and will remain so.



Although this may not be the resolution you were expecting, unfortunately, it is the only resolution we can provide.



Thank you so much for your understanding and patience during the resolution of the issue.



Sincerely

Ann

Microsoft Online Safety"

This does not explain why the account of suspended to begin with. I was told to create the account by one of your agents after my original account was hacked and stolen from me. Moreover, the above representative made no effort to confirm my
identity. No verification code was sent to my phone and no email to the recovery email. I have done everything your agents have asked me to do. My case to get my gamertag was in the process of escalation to have it and my purchases restored to
me. I have been an Xbox Live customer since 2008. That is $59.99 a year for 10 years. This is in addition to the many digital games, movies, television shows, and MS Office suite subscriptions I have purchased over these 10 years. Your company has been happy
to take my money, in excess of $1500, but when I need my account restored after it has been hacked and stolen you have been practically useless.

I put the TSV on to keep the new account from being stolen again. I find it incredibly dubious that the temporary suspension cannot be lifted from your end because I placed TSV on the new account, least of which why the account that I was instructed to create
for the escalation process was temporarily suspended to being with. If an account can be placed with a suspension, then the suspension can be removed regardless of if TSV is turned on. Everyone I have spoken with over the phone can verify my identity by sending
a verification code to the phone # I put on the account and I have done this numerous times. However, no one seems to be able to unlock the account. They tell me the only way is to fill the form, which I did and received the above response.

It appears more and more likely that the more than $1500 of purchases made through Xbox and Microsoft over 10 years of having an account will not be restored to me. Should invest my time and money into your prime competitor at Sony and purchase a PS4 and
PlayStation account and provide them with my business instead? If you are going to treat a long time customer in this manner; suspending a new account I was directed to create, not restoring my purchases after they were stolen by hackers, and making no effort
to explain why the new account will remain suspended; then why should I continue providing Microsoft my business?

:)

 

Anyone still with there 20gb?

These days you can get the 250 HDD for less than a brand new game...

 

Is Mass Effect 3 worth it?

Struggling to justify the price? Then just wait till it goes cheaper, all single player games decline in price pretty quickly these days. Mass Effect 2 was being sold for £5 brand new less than a year after release in sales.

 

Unfortunately you will need to continue working this support for this issue. This is a community based forum so we are all just fellow gamers.