Fraudulent charge. How Xbox deals with unknown users or hackers.

BALLANB0Y 21 · Feb 3, 2021

I’m writing this on February 3rd 2021. Three unknown purchases were made on my Xbox account on January 29, 2021.

One purchase was for a game the other two purchases was a Microsoft digital code worth £50 each. I submitted a refund request but only the game got approved. I’ve been on the phone quite a few times with Microsoft and the bank both telling me to go to each other about getting a refund.

I checked my order history and I seen those items that were purchased were under my account. So I started doing a little bit of research. I checked my recent sign in activity and noticed three unusual login attempts in the early hours of January 29, 2021. The information I could see from Microsoft in recent login activity was which platform the logins came from and their IP address. The IP address was completely different to mine so I got a IP address tracker and the IP address that was purchased from my account was located around London. and that is not my location I am from County Durham which is in the north-east of England.

It doesn’t take a genius to know that these are two complete different IP addresses and locations. I did not make these purchases and Microsoft are denying my refund.

In the end I will be getting a refund because I’m not letting go over £100 worth of digital codes and a game.

At the moment this incident is getting dealt with the police and a bank due to Microsoft not complying and helping me with the situation. Their response on the phone was my account might of been hacked but nothing has been changed such as my security information and I’m not locked out of my account and therefore it’s safe, first of all my account is not safe because it’s been compromised I am very safe and secure with my details and I am aware of lots of scams. Second of all if it was safe then why doesn’t Microsoft ask for my security pin when I go to make a purchase. Third of all I did not receive an order confirmation email.
I don’t know what to say now because I feel like I’m just gonna keep repeating myself but hopefully my issue will be resolved.

:)

Wille M.

Thanks for the quick reply! Glad to continue supporting you!

Unfortunately, if you did not find the account, the ideal way would be to request the blocking of the credit card and report it as an unknown charge to the financial institution, and request a charge back, as this charge is not on all the accounts you have. That is, it could be a possible fraudulent transaction. Someone might be using your credit card.

x EeMBe x

your mum should also contact her bank and contest those fraudulent charges and cancel the card to prevent future purchases

I would not recommend that. If you do that then you can let the hacker have the account because chargebacks will lead to a permanent ban. Talk to microsoft about the charges NOT YOUR BANK.

XBF Felixx P

Hello
LaZyDuDe501,

Thanks for reaching out to Xbox forums support.

I understand that you've been trying to receive a refund for a fraudulent charge that took place back in October 2019.

I apologize for all that you've been through dealing with this issue. I can imagine how frustrating this must be for you.

Unfortunately, we here in the forums department do not have the tools to provide refunds or look into Microsoft account

purchase histories. I myself as a customer, have sent (emailed) in screen shots of my bank statements to verify charges when

disputing a transaction. If that is what the Xbox Live support agent is requesting to help get your issue resolved, I'd recommend emailing

the screenshot. The only step we can suggest is again referring you to the
Xbox Refund Webform ,

and if the refund request gets denied, reply to the denial email and explain your situation in detail.

Also, always remember that you can give feedback and let your voice be heard by visiting
Xbox Ideas, powered by UserVoice !

I hope this helps!

Good luck and happy gaming!

Felix

Xbox forums support

xbox24ru

Hi there, i am so sorry for the experience you have had trying to get a refund due to fraud i understand your case has taken awhile to be sorted the only reason for this would be is a investigation on microsoft side and they would look at evidence from
all different sources to determine if this was an actual fraudulent case or was buyer mistake etc,

It may have also taken some time to respond to you for many other factors and it could also be that the bank or financial institution was not forthcoming at the beginning with the request from microsoft many different factors could have happened here and i
can only apologise that this happened in the first place.

I also understand how upsetting and stressful this situation has been for you and it looks like the case is still ongoing looking at your notes.

Microsoft takes fraud very seriously but communication can break down at times because maybe one party involved had issued wrong information to xbox or microsoft at the initial request, I would advise that you submit any evidence you have in form of a PDF file
to xbox fraud department so they can look into the issue further and properly with the correct information and so on.

I can only imagine how you must feel regarding this situation, paypal should have also done an investigated their end as well but i am not sure they did a complete investigation.

I hope this information helps, All the best.

Kind Regards

Alec

steeledwand7664

I am sorry to hear about the frustration that you have been going through.

One thing you have to understand is this when it comes to purchases like this (fraudulent) All that MS can see is the purchase that was made on the account itself. They do not know if you did it may have given your account information to someone else and
they did it or what may have happened.

ALL fraudulent charges would actually need to be handled by your financial institution that the purchase was made through.

I will give you another example. Say someone got ahold of your credit card and went into any retail store and made purchases with it you would not be going to the retailer and asking for a refund they would tell you that you have to contact your financial
institution.

Fraudulent charge. How Xbox deals with unknown users or hackers.

Fraudulent charge. How Xbox deals with unknown users or hackers.

Why am i being charged 9.99 a month from microsoft when my account doesnt show any subscriptions, or even a payment method? The live chat couldnt find out either

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