gamer tag was stolen and no one can help me....

When i rang up Xbox when my last gamer tag was stolen they told me that it would be possible to transfer the remaining MSP credit on my old one to the new. So i'm not sure.

Your gamertag was Tornado? Man, I would go Liam Neeson on the guy who stole it and hunt them down and get my gamertag back if I were in that situation.

So this is where the account recovery process gets stuck...

Microsoft account password reset request

Microsoft account team [*** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. ***]

Fri 8/12/2017 5:46 PM

"my email address (removed due to public site)

It looks like you just used the Microsoft account recovery form (https://account.live.com/acsr?mkt=en-US)
to request a password reset for *** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. ***. Because you've turned on two-step verification for your account, we ignore these requests but wanted to let you know.



If you're having trouble signing in, go to
https://account.live.com/ResetPassword.aspx?mkt=en-US and reset your password using security info such as your
phone, alternate email address, or authenticator app.



For more info about two-step verification, visit
http://go.microsoft.com/fwlink/?LinkId=276854.



Thanks,

The Microsoft account team



---

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Thanks bowski for the advice but it’s missed the issue, most likely because I failed to explain the situation correctly.

I walked him through the initial steps like those you have described, the issue seems to be Microsoft. They won’t forward his case to the escalations team because he doesn’t have control of the account. The hacker took his account and changed the passwords,
they also took the time to link his details to a new gamer tag.

Microsoft don’t seem to be able to understand how to handle this type of situation, though I’d be surprised if it’s not happened before.

His account has thousands of dollars of games, dlc and time put into it ( 10,000 games on world of tanks for example ) that he can no longer access.

Again I put out a plea to the Xbox community for assistance on this one, has anyone gone through this scenario before and actually had their account restored back to them ?

He will need to contact official support ASAP to open an unauthorized access case. He should contact his bank/paypal/credit card company to stop any charges right away.