Hi my name is matt been on the phone with xbox for 2 days i got my card info stolen by a ...

My story - 9/20 my husbands account was compromised, login info was changed and charges made to our stored credit card. We called within a few hours and got the investigation ball rolling. We got the song and dance of how it will take 25 days yada yada yada...today
we get a call saying there's nothing they can do because there's no proof it is our account because my husband didnt use his full legal name when setting the account up. WHAT?? I have the credit card in my hand that has been paying for the account these past
5 years. I provided the login info (before it was changed) Now we're out the $ from the fraudulent charges, all the downloadable content (quite a lot) and the subscription that was lost...i feel like I've been stolen from twice.

[quote user="NvrKnight"]I havent stolen from marketplace[/quote]It doesn't necessarily have to have been you doing the stealing. Anyone using the console may have.

and yes they do. A guy by the name of matt munsinger answered this after searching for
a while.

The person who said his console was unbanned later retracted that statement...

If i send it to microsoft to have them check my xbox to verify my xbox as un modded.

The current exploit requires no console hardware modification.

I wanted everyone to see the same banter support continues to give me. My favorite is "Your system is still with Microsoft on its way to a FedEx Drop facility." Unless Microsoft now owns a shipping company and their trucks are running on dollar store AA
batteries then that is a tale of ***. Here's the full chat convo. I made mention of you guys hoping to get some movement for you all as well.

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You are now chatting with 'Francisco'.

Francisco: Hello, thank you for contacting Xbox Customer Support. My name is Francisco. How can I help you today?

Francisco: I hope I didn’t lose you yet. Are we still connected?

Matt: no

Matt: im here

Matt: sorry

Francisco: No worries, how may I help you today?

Matt: I have a current SR I have been following up on

Matt: ################

Francisco: Thanks let me full the case of so I can assist you further.

Matt: The Xbox One has been shipped back to me as of last Wednesday, but has still not arrived. Not only that, but no tracking information has been updated on FedEx's site

Matt: from talking with the reps earlier this week you guys ship these in bulk from the service center (which is in Mexico)

Matt: The first rep told me tracking info will take 5 days to update on fedex's site

Matt: the 2nd rep told me 24-48 hours.

Matt: Here we are 8 business days removed (9 if you count saturday) and still no tracking information

Francisco: I understand normally the tracking number get activated once the console has reach the FedEx drop center and when you check the the tracking number it will be activated.

Matt: I have been checking the tracking number since last wednesday when I got the e-mail that it shipped

Matt: I already have done extra leg work with FedEx (which I expected the support rep to do). They tell me a label has been printed with my tracking number and my tracking number is correct, but it has not reached a fedex facility to be scanned.

Matt: I started a thread in the Xbox One support forums and many others are reporting this same thing. So I assume you guys are collecting our Xbox Ones sitting them on a shelf until enough can fit in a truck and ship them to us, garuntee provided be damned

Francisco: I understand that email is only to information you and provide you a the tracking number in advance. That the console has been release and on it way to the FedEx drop off center to be shipped to you.

Matt: It's been on its way for 9 business days?

Matt: and the support site says its on track to be delivered on the 19th? The only way that would be possible is if it hit U.S. soil today and it got 2 Day aired to me

Matt: so the 15 business day garuntee doesn't really mean anything i guess

Francisco: I can assured you that the console has been release and on its way to Fedex drop off once the FedEx receive the console the tracking number will be active and updated we kindly ask for your patient in this process.

Matt: I have been kindly waiting for 9 business days

Francisco: No worries as I will be updating your order on my end and state the you have made a follow up on this one.

Matt: I am worried

Matt: No one at Microsoft seems to be worried

Francisco: I understand you as I am a gamer my self and I can assured you that you do not have to worry we are working on getting your console back to you in no time.

Matt: This experience makes it hard to continue to support Microsoft. One would think with Microsoft's dwindling customer base they would want to keep those folks happy. There are people on my thread who shipped theirs weeks earlier than I did, and they
still havent gotten it.

Matt: If you understand as you are a gamer too, then you would understand not having something you bought on day one to support the company you like to have this type of experience. An experience that really has you seriously considering throwing it in the
trash and buying a competing system, and spending money in their market place.

Francisco: I understand your part on this one, and we are doing are best to get your console back to you, I can assure you that your tracking number will be activated very soon.

Matt: Alright I am going to bed as I just came off a 16 hour shift. One last question. At what point do we call the package lost in the middle of BFE Mexico?

Matt: 30 days? 60 days? 90 days? There has got to be some sort of backend tracking you guys have to track the packages through Mexico

Francisco: We declare the package lost once the tracking number been activated and you still did not receive the console.

Francisco: No worries I will be updating the case on my end so our service center can check on the status of the console and the tracking number.

Matt: so, if it never reaches the U.S. to get to fedex then.... it never gets declared lost

Matt: thats nice

Francisco: The console is still with microsoft on it way to the the FedEx Drop center.

Francisco: They have been delay of seen we are working with the weather and other factors on this one.

Francisco: I can assure you that we have a handle on this one.

Matt: Thanks Francisco. You have allowed me further vent my frustrations and letting me know by Xbox is still sitting on a shelf at microsoft's repair facility in Mexico

Matt: 8 business days after I was told it was shipped with an email that says "we shipped your Xbox One heres the tracking number"

Francisco: I can assure you that the console is on it way to the FedEx drop off center.

Matt: I am headed off. It would be most appreciated if it could truely be shipped today. Many others on my forum post would also like theirs so they can play the games that are coming out.

Matt: you just told me its still with microsoft. unless microsoft has the slowest moving truck in the world then that is not the case.

Francisco: I understand I rest assured I will be updating this case to have the this issue rectified for you.

Matt: I realistically expect the tracking info to be available by Monday. If there is nothing then at that point I will be contacting an escalation point.

Matt: via phone

Matt: thanks again Francisco

Francisco: Sure let me provide you the numbers.

info: Your chat transcript will be sent to [Mod Removed - Please don't post personal information] at the end of your chat.

Matt: I got them already.

Matt: Thanks anyways.

Francisco: You are very much welcome Matt.

Francisco: I will also add this chat session on the case notes.

Francisco: If you have more issue with Xbox Live please contact us so we can assist you further Matt.

Matt: I don't have issues with Xbox Live I have issues with getting my *** Xbox back, but I am tired, so I am going to bed now. Thanks! I have also saved the chat log as I do with each chat log.

I find the phone support sucks. I've called 3 times. One of them they didn't even logged that i called. When i called in first time..the guy argued with me over the phone that i changed all my gamertag infos. My account was stolen while i was talking
to the phone rep..so I know he seen all the information changed while I got locked out of my own account. I didn't know account theft was going on at this time, I started think it was a database error. They never locked the account until i called in the third
time and got a little verbal about them having full rein of my "account" Luckley my old xbox kicked the bucket and I transfered all my licenses to the new xbox...so they were not able to do a license transfer and steal everything of mine! If its any other
company who gives them the credit card number associated with it then yeah it would be resolved that day. But no its microsoft...lets drag our feet around. Any other company you call in would have it resolved with in a day or 2 not a week..or "2 weeks" as
they say it is now.

Hi,

I checked the Microsoft Billing page and it didn't show anything :/ when I put my credit card info in my payment options as soon as I clicked on the MP I got a message on the phone from the bank saying that a certain amount of money has been taken and no
one else used the credit card that time but me.. is there anything else I can do? and Thanks.