Escalation Team

Hi JenniferSutherland2,

Hoping you have a great day!

We receive an advise from the Internal Support Team regarding the status of your account.

This was sent to you via Private Message and kindly check it through this link.

We appreciate your patience and understanding.

Regards,

Thank you for the response, JenniferSutherland2.

We already have shared these information to the Internal Support Team. We will update you soon after we receive one from the Team.

We thank you for your patience.

Regards,

Yes I cannot make a purchase from my account. On the advice of Microsoft Customer Service I needed to buy gift cards and put them on my son's account so he could buy the game. We did that. He cannot purchase the game with the gift card money.

He can play games, but cannot purchase a new game. The charged me for the Ultimate Game Pass AFTER the account was locked to purchases. Just can't make purchases either by me or by him

Thank you.

Jennifer

I have talked to people over chat and people on the phone. Yes we have an Ultimate Game Pass. I was trying to give money to my son's account to buy a game. I guess there was an issue and I thought I was putting my info in wrong and did it to many times and they said it was suspicious activity. I immediately chatted with someone because it was after 5 on the live chat. they said seemed reasonable and sent it to the escalation team. The escalation team denied it and shut down purchases on the account. I don't know why. Money that is in the account I cant get, I was advised from Microsoft to purchase gift cards to make the purchase, and that doesn't work, so they have more of my money. Yes my son is part of the Microsoft Family. I am getting the message, sorry not sorry but they will not talk to me, explain to me what happened, or reverse their decision.... I can't get anyone to talk to me above a customer support person. I am at a loss of what to do and Microsoft won't help.

I am completely frustrated. I thought there was something with my credit card that was wrong, missing information, etc. and tried to give money to my son on his account. we were locked out. The escalation team has determined there was suspicious activity on my account even after talking to the live chat and explaining. Without talking to anyone the escalation team (who I guess talks to no one) says I can no longer make purchases. I was advised that I needed to use gift cards to purchase a game for my son. I did that.... same issue. Cannot purchase the game even with a gift card. It is now in the hands of the escalation team again. I don't have much hope. Any advise? I don't know what to do. I can't open a new account because my son would lose all of his purchases and games... or can you transfer games to another account? Anyone have any luck reversing an Escalation Team decision? Any advise of where to go to get this solved? Thank you in advance.

Well typically it's only a temporary suspension usually a week to 30 days

Suspicious activity may include too many small purchases based on pattern in a short period

This can also be triggered by a warning from your cc provider

I sometimes get a phone call from my provider when I make a big purchase or charges from ms and they flag It till I call my provider