I have been charged 128.98 for two unknown purchases and I think my account has been hacked

Hi, I hope you're doing great out there. I am an Independent advisor and I am here to help you with your concern.

I apologize but just a friendly reminder that for refund concerns there is a dedicated team that handles them which is the refund team. There is no direct contact with them, only by submitting a refund request and by replying to their email (refund request confirmation and refund decision).

To help you, I would recommend replying to their email.

Also, please secure your account by changing your password or adding a two-step verification.

Use a 2 step authentificator.

Change your password and do not share it with anyone

I'm not sure a factory reset will protect your account, and I'll explain how to do it in a moment. The main thing to do is change your password to something only you know and to something you will remember easily. Make it a mixture of letters, numbers and
special characters to make it harder to guess or for a hacker to "brute-force" (that is, just try every combination).

The other thing you should consider is requiring two-factor authorization. This is available under the Security tab on the
Microsoft Account page. There are a number of ways this can work, from sending a text to your phone to using a special app that generates random sequences of numbers. This second phase
helps block attempts from devices you don't normally use.

If you want to do a factory reset (again, I don't think it's needed, but it won't hurt anything), go to Settings -> System -> Reset console. When you do this, be sure to choose "Keep my games & apps", as the other option will delete everything on your console,
and that's something you really don't need to do unless you have to.

You want to ask for an unauthorised access investigation to be opened when you phone support. While that's being done take some time to review passwords that you've used for various accounts.