False suspension on my account and cannot get any help from customer service

tarantulamom · Sep 22, 2022

I have been trying to reach upper management or the enforcement department about a suspension on my account. I have only been met with representatives that say they can’t do anything about my suspension but also can’t seem to transfer me to any kind of upper management. They also say they cannot reach the enforcement department via any kind of phone number or email. I got suspended for my profile picture which is just a photo of myself and does not break any terms and conditions or values of Xbox. I read all the Xbox rules for online play and I didn’t break any rules. Furthermore profile photos have to get approved in the first place before you can upload them so I’m not sure how mine got through if it’s breaking the rules.I went through the proper channels of appealing the suspension and it was immediately denied with no details or notes to tell me why. And I can only appeal it once. I have not been able to reach anyone able to help and this is ridiculous.I honestly demand someone contact me to fix this and hope you all realize how hard it is to actually get any customer issues resolved. You guys supposedly support originality and being yourself but won’t let a woman upload her photo as a profile photo. But also won’t tell me what I did wrong if I legitimately somehow broke a rule. Make it make sense. My photo never got removed and is still my profile picture. I was told my photo should of been changed to a basic Xbox generic photo and it wasn’t so I’m confused as to how I’m on suspension and can’t communicate with my friends but my picture is still up and doing just fine.

:)

JosefLBohorquez

Yes, I can understand your frustration
This is just a supposition but maybe something in your profile picture was "bad"

Hopefully this is not going to happen again

JosefLBohorquez

Hi and thanks for reaching Microsoft Xbox gamer's community. My name is Josef.
I'm an Independent Advisor and a Microsoft Xbox user like you.

Hope you're doing great today despite this Bridget

Sorry to say but no one can redirect you / enforcement team can't be reached outside the enforcement page (appeal system)

Also, no one from customer support is capable to assist you with suspensions or enforcement actions.
Because is not possible to access to your account and enforcement details.

You can double check everything about the appealing system if necessary here:
https://support.xbox.com/en-US/help/family-onli...

tarantulamom

Thank you for your reply and trying to help. I’m just afraid my account could one day just be locked out or suspended for longer. And for basically no reason since I have this suspension on it for something I didn’t do.

JosefLBohorquez

The assistance for this specific concern is limited.

Sadly the last option now is wait until your suspension ends, sorry

tarantulamom

Hi yes I know after multiple calls now that the technical support representatives can’t fix my suspension but I find it very hard to believe that there is no upper management for call escalation whether it be to get to the enforcement team or someone else. I already appealed and it got immediately denied and there isn’t anything more I can do on that site everyone keeps linking me. I want Microsoft to actually care and have a manager address me personally about the issue.

False suspension on my account and cannot get any help from customer service