Fraud charges and Zero response from Microsoft XBox support for weeks

I have reported a fraudulent charge and activity on my account a couple of weeks ago and Microsoft have just gone quiet, nothing and every time I email the agent (Carlos) no response. Can it really be that they are this sh*t? I don't even have an Xbox!! Someone used my old microsoft account to make the transaction. I am running out of ideas as the call back servcie is also constantly down/not working. Anyone have any suggestions?

:)