I have been advised to come here by Customer support members (Account issue)

I have been advised to come here by Customer support members that feel this issue should also be looked at by the ambassadors in the community as well.

I moved from the USA to the UK on the 24/07/2015. I brought with me, one of my xbox accounts that sat dormant for a long time, This xbox account was originally set up for my birthday (with help from family) and i had told some users on xbox that my account
was set up as a birthday present. When i had moved country, I tried to change the region of my account on account migration. There was an error and this was very strange. i contacted customer support about the issue and they thought it was very strange as
well. I had issues accessing my account.

Two days later my xbox account was suspended from xbox for apparent purchase of an xbox account. This was very strange as i am the only owner of my account and no one else has accessed my account with out my permission and i couldn't understand why this
had happened. i had been in contact with over 15 members of customer support over the past 2 months, which have been making reports about this incident and are trying their best to contact the enforcement team. Within their statements they explained the situation
and documented my side of the story which included all my accounts: Security information, emails, account changes, console numbers and all locations on which the account had been used at. (Ownership Proof)

I tried the case review and there was not enough characters in the explanation area to fully explain the situation, i was only given 500 characters, so i kept it brief. i was not given the opportunity later on in the review to ask questions or give
further information which was desperately needed.

I tried to contact the enforcement team several times by their forum but every time i got this:

"Thank you for your inquiry regarding this enforcement action. As of August 17, 2015, this forum is no longer used to address account suspension inquiries. However, you are welcome to contact the Xbox Live Policy & Enforcement Team by submitting a
Case Review through your enforcement history at:https://enforcement.xbox.com/Enforcement/ShowEnforcements Case Review is a brand-new process that allows any
Xbox Live member with an active enforcement action issued in the last 18 months to submit a case for review through the account's Enforcement History. During this process, you can submit your questions directly to XBLPET agents who will conduct a thorough
investigation of the enforcement action. This includes reviewing available data and re-examining evidence that contributed to the enforcement, taking into account any new details that you have provided."

A lovely customer support member had pointed out that i did not get my opportunity to directly talk to XBLPET and that this should have been looked into better.


Also it defeats the purpose of the forum being there for this, if you cant use it.

Customer Support : "I also feel that you should also be given a chance to explain your side thoroughly and since you have enough information to prove that there are no fraudulent actions and purchases made on your account."

Some other customer support members have said this about it :

Customer support : "I also would like to thank you for the feedback about the new process of the Case Review and I can assure you that your feedback is taken note of and we will submit a report about this to our Enforcement team"

Customer support: "The only way for us to contact Enforcement team is through the forums and the Case Review. Even if as support, and if we have issues with account suspensions, we would also undergo the same process of filing for a case review.
However, we understand on your case, that you were not given a chance to fully explain your side and was given a final decision and needs further looking into."

[Mod Removed]

(ALL Transcripts have been kept)

What makes it worse is that i have no way to contact the Enforcement team now and NO customer should feel trapped into a corner.

Customer support wanted the ambassadors views on this.

Customer support: "It's not an enforcement page but there will be forum moderators who are involved with the enforcement team who will be able to read your concern. It's a long shot but it's worth trying, we wouldn't recommend this unless
the issue is very concerning."

I have proven that i am the only owner of my account and i am unsure of how in the earth is got banned for purchase. it was alright for months before i moved country. as soon as i move, everything went down hill.

What are the ambassadors thoughts on this issue?

:)

 

No access to Preview Program Forum

Hi, just a quick message to say that I'm part of the Preview Program, but do not have access to the forums to post feedback. Have seen several links posted to other members, but it comes up with a "Group not found" page when I click it (http://forums.xbox.com/msgs/default.aspx?MessageID=33).
Was advised to post a message here by a customer support representative while resolving another issue. Thanks for any help.

 

PC + game codes

i was advised by customer support "Lucy" to post here about me not receiving any of my codes.

When will I receiving them?

 

We dont really have an say on it

This has to be taken up with the case review with the enforcement team at the above link

 

Customer support has no say on enforcement issues and have no direct way to talk to the enforcement team (there is no number but the enforcement page)

 

Well its a good thing i have been given a higher authority address to send a letter of complaint. i hope this gets sorted soon.

 

Higher authority review is arbitration thru ms legal department

That has always been a venue as stated in the terms of use

Any disputes with ms has to be taken up with the artibration

 

Not sure why support didnt send you there

Posting here wont help and if xbl prt denied you your only option is arbitration

 

Thank you for this information ngocphi. This issue has been full of muck ups and everything. Turns out that the case review may have messed up now and that im not supposed to be suspended when i am..

 

Its being investigated more.

 

Just wondering, how do I get a hold of the agents on the enforcement team. My account got suspended for what I don't know. I talk to 2 people on Xbox and they're both my friends and it's always private chat, secondly I don't message anyone so how is my account
being suspended for nothing?????

 

The only way to contact the enforcement team is by submitting a case review at
http://enforcement.xbox.com

For future reference, please don't bump old threads.