I do not own phone number to my account and the recovery process failed me. I am still...

cringe cringe cringe.... respectfully, disrespectful.

I hate to start things out that way, but this is unbelievable... Not only have I been victim to support business processes similar to this but I have always been adaptive enough to at least get to what I need to, eventually. 4 months thus far and I am resorting to forums to get MODERATOR ATTENTION.. this is embarrassing and I want to tell someone the full story, but know it falls on deaf ears, so I will give JUST ENOUGH CONTEXT:

Rewind to Christmas this year... I received the newest Xbox for an EARLY Christmas present from my husband, and when turning it on to log in, SURPRISE, this entire nightmare begins. I am going to talk in bullet points to get to the point here:

- Recovery process has failed me. I get an email every time saying I have not provided enough when I am providing as much as possible, even digging thru old notes and stuff to try and find my information. Im not talking about "lazy looking here". I put in the work and supplied MANY answers/values in the form.

- old Xbox does NOT turn on.

- I still pay for this associated subscriptiosn on said account: "". Connected to my active valid bank account right now.

- I do not own the phone number that is attached to the old account.

- I do not know the password to sign into the old Xbox account.

- The old Xbox account is connected to an outlook account (owned by Microsoft also, for folks who do not know that). TO NO SURPRISE, I am also still unable to get assistance with recovering that account. Very old email, as I made the password when I was a literal child.


- Additional context - This account is old as dirt, with many 'dolla dolla billz' spent. All of the process changing stuff with Microsoft over the last 10+ years, and new technology and just general time passing, now makes the option to simply start a new account or start over, literally disrespectful.

Summary:
I am willing to go to about any length I can to recover my account. I am hoping someone can request to see my ID, for verification, or something-of-the-like. I cannot log into an account that I have had since I was a child and I have not been able to solve my own issues using all of the resources available to me. I have been struggling to get in contact with live phone support or receive any helpful email back that was NOT from a robot (yes I read every single one, regardless). I still pay for the account, and the associated subscriptions on the account, however, my BRAND NEW Xbox is completely useless, as I cannot set it up for the first time to use it or do anything with it. Insane value lost already.

Thus far, as far as progress goes, I have done nothing but give terrible feedback (since I am prompted at every other screen) and enduring major disappointment as I read the "sorry we couldn't help"-like messages when I try to self remedy this situation.


NOT RELEVANT TO THE ISSUE, just MY opinion:

Sorry to put Microsoft on blast here, but as someone who plays a MAJOR role in supporting a very important production application for my primarily form of income, this is unacceptable and down right embarrassing. I am not (obviously) very optomistic that I will ever receive help on this issue, and I hope someone shocks me. However, stop doing things like this to your customers, at this point I just want Microsoft to pay me a flat hourly rate as a Solutions Architect jr. for the time I spent trying to solve MY OWN PROBLEM, and I mean this in the most literal, logical way. This is not sarcasm nor satire, I really do feel it's necessary to compensate me for my effort. Definitely taking the next step to escalate the problem if I cannot receive human intervention from support.

Truthfully, with all the 'self-help options', I feel that a seldom internet stranger likely will be more trained and experienced to actually address the issue, versus someone actually employed by Microsoft, to assist. The message that this 'self-help/knowledge article' primary support process "paints" is that you just don't want to have to deal with your customers issues. Opposite of the sales pitch intended, which is "get help faster, all the time".

Besides, everyone in the tech world knows that AI can do a lot more than whatever is going on here, especially from MICROSOFT - the TECH GIANT!!!

tsk, tsk, be better.

This post has been backed up.

:)