Highly unsatisfied

Hey there Keyla,

Sorry to hear you are running into this problem. If you paid for your Xbox Live Gold subscription through the console then the subscription may have been left to auto renew every month or however often you are being billed. If you are seeing multiple transactions
a month then we might have a problem. Are all the transactions for the same amount?

If you are able to log into your old account I would advise that you take a look at the accounts

Order History to see what is being purchased. If you do not see any transactions coming out of your account then I would advise that you request a callback from
Xbox Support so that they can take a look at the transactions.

If somebody else does have access to your financial information then these transactions could be fraudulent and it would be best to reach out to your bank for assistance.

I hope this helps.

Hey ladybrim 5str,

Sorry to hear about your frustrating experience while dealing with phone support! As my fellow ambassador suggested, you should contact phone support again, I would liek to add to what's been said by pointing out these things:

1. You've done well to keep a list of the employees names, make sure that when you do get in touch with them ask to speak with a floor manager/supervisor. Explain to them that you have been in touch with several support agents including the ambassadors here.
   Explain the rude employees behavior, and also explain why you initially called! I say all of this because your right the customer doesn't deserve the attitude you've been given, but we also have to make sure we address the matters correctly and not just let
   them get by!
2. Please bare in mind the lock is there for our protection. It forces Microsoft to look at the personal matters which might be under attack in the way they should be viewed. While keeping our information private. Not that I don't think you know these things,
   but here is a page that goes further into detail about Lives Security. http://www.xbox.com/en-US/live/accountsecurity
   
3. If the bundle you purchased came with a live subscription, and someone suggested you get a family pack, also explain that to the supervisor! There's no reason for you to be charged for 2 separate accounts, they should be able to give you credit for one
   of them instead of what sounded like a threat.

I wanted to chime in here to encourage you to do what your doing, but to also help influence some calm reasoning! As when we get a little frustrated with others actions, we can sometimes jeopardize our own joy! Be a great day, and please do come back to
let us know what becomes of this, and if we can offer any other assistance.

The enforcement team does not use the forums. You can try submitting a case review at http://enforcement.xbox.com

I know it's not really what you want to hear, but you need to call support again.

The billing department is who you need to speak with. Kindly explain to them the discrepancies and they can sort it out and get it fixed for you.

No other department has any ability to fix it.

Anyone can play a 18 rated game,it's only illegal for someone under that age to buy the game,not play it,that's entirely down to their parents.

It doesn't matter how many people report you,you will only be given a suspension if you have violated the ToU/CoC.

The enforcement team do not use the forums but you can file for a case review if eligible by following the instructions here
http://enforcement.xbox.com/Home/HowTo#sub-topic0-6