Enforcement Suspension Question/Help?

I'm not sure if this is the correct place to put this so forgive me if I'm in the wrong spot as I've never had any reason to post on here.

Basically, my step-son's account was hacked. It took me a couple days of talking with support but eventually I was contacted by Zach with the Xbox Global Escalation Support who verified that his account had indeed been compromised after an investigation
by the Unauthorized Access team. We were finally able to change the password. Zach removed access to the profile from all consoles so we could then re-download the profile to his xbox.

Within a couple hours his account was suspended for 2 weeks for "Account Theft, Phishing or Solicitation". I'm guessing either this occurred because of things that happened while the hacker was using his account or that the hacker used several hacked accounts
to report his account in retaliation for getting his account back.

I have filed an appeal with the Policy and Enforcement in hopes that they will look into this more closely and see that his account was ruled by the Unauthorized Access Team to have been compromised.

I know you are responsible for things that happen on your account like giving out a password to a friend, but what about cases like this? I mean credit card companies don't hold you responsible when there are fraudulent charges. I'm just curious if anyone
can tell me if they think this will be overturned or if someone can or will look into it?

Thanks for any help.

:)

 

I'm out of case reviews, I need to post another one.

I want to post an honest case review on the Xbox Enforcement website to label my cause for my suspension

 

Meaningless Suspension

Meh, 99.9% of the time suspensions are given because you HAVE done something wrong. I've rarely seen the enforcement team get it wrong.

 

If you have filed a case review then it will be looked into.

The fact that you filed an unauthorised access case is good but no one here can tell you what the outcome may be.

That is entirely down to the enforcement team & they do not use the forums.

 

Also just to add, even if an unauthorized access investigation does determine that your account was out of your hands at the time, there is no guarantee the enforcement team will lift the ban. It usually depends on the severity of what happened.

 

Thank you for the responses. This is all new to me as I rarely play online, but I will remain hopeful. It's hard to explain to him why he can't play any games with his friends for 2 weeks when he did nothing wrong. Getting to play games is a reward in
our house.

I see the next step in the process after "Under Review" says "Need Info" so hopefully it will ask me for some proof and that the time stamped e-mail from the Unauthorized Access Investigation will help get this lifted if the reports or whatever came from
when the account was stolen in which I'd like to hope someone would look at the information and easily see what happened and that it's been corrected. I've made several changes to his account for Privacy better Password, etc. to hopefully tighten up the security
and prevent this sort of thing from happening again.

Anyway, thanks for the responses.