Fraudulent charges on visa and no help from Microsoft

Hello, first it's a pleasure to be able to help you today.

My name is welcome to the community.

Hello Bonnie, first I'm sorry about what happened to your account, and if you think your account or accounts may have been hacked please follow these steps below.

Secure your account after you've been hacked

https://support.xbox.com/en-US/help/account-pro...

Regarding purchases, you will have to try to contact Xbox support via chat via the link below, because here in the community we are independent consultants and we do not have access to information and tools that support has.

Go to: https://support.xbox.com/en-US/contact-us/

See the bottom left part of the page and make sure that the page has the correct region that you are in (ex: United States - English for USA)

If not, click on it then select the correct region that you are in.

Check and confirm that you are within the available time of support under Contact times.

Click Contact us

Select the drop-down menu options that will match your concern.

On the page, see the provided support articles that may help you with your concern. Click See contact options if further assistance is needed.

On the next page, select either Chat online or Request a call option then follow or enter the needed details.

Hello again, you have to click on Contact Us and choose a topic, check the chat support opening hours.

My account has not been hacked and I don’t have an Xbox account.

Yes, I’ve tried as mentioned in my enquiry the bot doesn’t understand my question and the call back service isn’t working! These are the only options for me to talk to anyone.

Hello, first it's a pleasure to be able to help you today.

My name is welcome to the community.

Hello YcatsB, unfortunately whoever gave you the information is correct, they do not refund items that have been redeemed.

You can try to contact Xbox support via chat to see if you can at least recover your account.

Go to: https://support.xbox.com/en-US/contact-us/

See the bottom left part of the page and make sure that the page has the correct region that you are in (ex: United States - English for USA)

If not, click on it then select the correct region that you are in.

Check and confirm that you are within the available time of support under Contact times.

Click Contact us

Select the drop-down menu options that will match your concern.

On the page, see the provided support articles that may help you with your concern. Click See contact options if further assistance is needed.

On the next page, select either Chat online or Request a call option then follow or enter the needed details.

To get you fraudulent charges reversed, please contact your bank or financial institution and report the fraudulent charges. This is the process for all fraudulent charges on your account. It is no different with Microsoft charges than it would be if you
saw charges from McDonald's you didn't make. It would be advisable and your financial institution will probably do it any way but your cards will be replaced to prevent unauthorized charges going forward. This is the standard process. This is why it is important
to monitor your statements and report any unauthorized transactions to your financial institution. This really shouldn't be new information.