How can I speak with anyone that can help me?

Hi Stuart! My name is Darhyl and I’d be more than happy to help you with your query.

I'm sorry you are experiencing unauthorized purchase on your account. No worries, let me help you sort this out.

It's important to note that this is a public user-to-user community forum, and none of us here work for Microsoft.

I understand that your account was hacked, and that the hacker purchased a game under your Microsoft account. I'm glad that you were able to change your account password and removed the payment card in order to secure your account and prevent this from happening again.

All refunds are being handled by the Xbox refund webform team and I'm afraid that all of their refund decisions are final.

Since your account was hacked, you can try to reach out to your financial institution/bank to request a refund as this will be considered a fraudulent purchase.

If you feel the need to reach out to Microsoft Xbox Support, you may contact them using the link below:

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

Thank you for your kindness and understanding! Please feel free to let me know if you need anything else.

Best Regards,
Darhyl

Hi

You will need to contact the
Xbox Enforcement team reference this the team can only be contacted through
this web site. From here you will be able to review any enforcement actions received and if eligible also request a case review from here as well.

Have you checked the Xbox Marketplace? Did a quick search and found it. I wouldn't by the NTSC version as it won't work on a UK console since those are PAL formatted and usually you can't play one format game on a different format console.

Hey there
UKs TITAN,

Thanks for reaching out to the Community for assistance on this issue keeping you from downloading your games.

Have you tried by any chance downloading by being connected wirelessly? How about resetting your network connection by turning off and unplugging the console and then disconnecting your network hardware for 2 minutes?

If your network has been ok so far, I would also suggest this great general troubleshooting step we have called a soft reset.
It's a reset of your console back to factory settings but one that does not uninstall any of your games or apps and is a really good troubleshooting step for most issues.

Just make sure that before you go ahead with it, that you do know all of the sign-in information for any/all of your accounts(asthey
will be removed) and have easy access to your internet network.

Also make sure that you select the option denoted
reset and keep my games
&
apps.

Follow the steps here on How
to reset your console to factory defaults on Xbox Oneand let us know how that helps with the issue.

Thanks for reading!

You can try the steps listed here: https://support.xbox.com/en-US/games/troubleshooting/game-installation-process-stops