How do I make a complaint

Hi there,

Thank you for reaching out to us. Can you clarify what kind of support you're seeking, some details should help us understand the issue that you're seeing. Of course, keep in mind that if it's a change in services, that you can make such suggestions over
user voice website. Otherwise, you can reach out to a support line for help with issues that can be immediately addressed. We're here to help.

Do you still have access to her account, if so go to https://account.microsoft.com change password and remove all payment methods.

Hello

That is unfortunately how all companies function. The shipping is covered you just have to print the label off. Your only option is to mail it yourself and cover the cost of shipping. If you're vulnerable as you say and had the label you would still need
to go ship the parcel physically. You're gonna have to figure out a way like thousands of others have. Maybe you know someone that can print it for you. Maybe this isn't something you should do at all. Purchasing a new controller may be a safer option.

I have spoke to them on 5 occasions now with promises of being phoned back by the team who are dealing with the case. No one has phoned me back. I have tried to phone again this morning. They are closed. I work most days. This is causing unnecessary stress.
It is not even our fault. The microsoft account was hacked and we were not even notified by text when purchases were being made. They even have the names of the gamertags who made the purchases. I don't understand what is taking so long to get my money back.

Hi Ev1lanimal

I'm sorry you had to go through this

Have you changed your passwords?

I would also suggest contacting Xbox support and using the live chat option. The agents are helpful and very friendly. I always use the live chat option to resolve issues like this