Enforcement with no recourse

Good morning,

I have a complaint. I have tried every avenue. Xbox support says they can not help me.

My daughter's Xbox live account was banned...permanently! Now I do understand that there is a code of conduct and that has to be upheld. I'm also sure that you get many complaints about suspensions like this. The problem I have is that she did nothing
wrong!!! I even did the enforcement case review. They came back within an hour and "upheld" their decision. It doesn't feel like they even looked into it at all. My daughter is a good kid, she's a straight A student and has the deepest compassion for all
people and animals. She loves her Xbox and has so much invested in her games. She has friends on there that are just terrible though. We've talked about not wasting time with these children that don't have the same morals as we raised her to have. That
being said, this has been her only source of contact with her peers for the last several months due to the pandemic.

The issue is that she was playing with some of her friends. One of them is named "Dark****", partly hidden for the child's protection. She was really close to this friend. I belive it was a boy, not that it matters. She said he was giving her a hard
time one night and he kept joking that he would report her so she would get kicked from the game or something. Her nick name for this friend was "darky poo" as his gamertag was "Dark****". That is all she said on the chat side of Xbox. She was trying to
get him to join her game or something along those lines. She sent him several messages that just read "Darky poo" trying to get him to join her or whatever. Then, this friend apparently reported every message she sent. That in itself is a breach of conduct
to my understanding. To report someone over and over to force a reaction. She was not calling him names or disrespecting him in any way! She calls our cat "Tillie poo" and my friend Eric...we call him "Eric poo". I can see how someone could misconstrue
the meaning in this. But it was not negative in any way and I don't see how it could have possibly warranted a permanent suspension. Especially when is was one time(repetitive messages within a few minutes). Also, they did suspend her for 24 hours that
same night...which is not crazy. That shows her the word she used could be misconstrued. But then, three weeks later, issue a permanent suspension for the same issue...not a new one!

We are an Microsoft and Xbox family. We have four Xbox Ones and an Xbox 360. We've spent thousands of dollars over the years. I only shop for Microsoft based technology and I have always been extremely impressed with the support I get. Until now...this
is just not fair! There is so much hatred in the world right now, my daughter is not that kind of person and has never tried to hurt or offend anyone! She just wants to play her games and now she can't. This isn't even about the money, it's the fact that
I can't explain to her how she was banned for something she didn't do. She is just a child and was accused of "hate speach". How do you explain that to a child that only loves everyone???

There has to be some recourse to this, i can't even open a new case review request because I already did one and it was upheld within an hour!!! I would like someone to as least take some time to actually look at the situation and put it into the context
it actually played out in.

:)