Is customer support even existent anymore?

I've literally had a case open for an entire month.

Despite calling and emailing over 10 times each, nobody seems to be on the same page.

Every time I call I have to tell them the entire story over again.

On 4/5 Unauthorized access was confirmed. A hacker was in my account simultaneously as me and had submitted a request to change my recovery options. I was unable to stop this process as I no longer had access to the phone number on my account. I was able
to play on my tag still, but would also be signed out if the attacker would log in. I would continually remove their xbox from my account online and call and report it every time it happened.

Since then I have been run around in circles. Promised that the case would be escalated and handled promptly.

None of which happened. Every time I get an email from support it is confusing, not on the same page of what's going on, and riddled with typos & mistakes.

Since 4/5, my account was fully taken over as the hacker had implemented the request to change the information on my account. That's why time was of the essence here. I made that abundantly clear on the first phone call / email. Some of the representatives
understood and assured me that the request would not go through and that my account would be transferred to my new LIVE ID as unauthorized access was already established.

I was told to make a temporary LIVE ID where my gamertag was supposed to be moved to within 72 hours. 2 weeks later, it still wasn't and the account was fully taken over to the point where I could no longer login to it.

I called again. I made another new LIVE ID, where again, I was promised my old gamertag & games would be moved to.

Then I received this email;

"Account security is a top priority at Microsoft and our Advanced Capability Advocates is dedicated to investigating and validating fraudulent activity. The account
and billing activity associated with your Microsoft Account was thoroughly reviewed by our fraud team and I can confirm your account was compromised. I’ve taken the appropriate measures to secure your account. Please see the information below for steps to
regain control of your Microsoft account.

Per my investigation, your gamertag was changed while the account was out of your control. As a result, your account has been granted a one-time free gamertag change. You can change your gamertag back to what it was or something else of your choosing.
Please be aware that once you change your gamertag you will have to pay if you want to change it again. Choose wisely.

Check your email in the next 24 hours for a password recovery email from the Microsoft Account Team."

A few things wrong with this email;

1. My gamertag was never changed while out of my control. The tag is the same, on the same profile, just the LIVE ID & security information was changed by the attacker.

2. I waited the 24 hours and even still, never even received any password reset or had my gamertag moved or anything that was promised to me.

3. I had an original gamertag. It's not something that can just be created again.

Can someone just get on the same damn page as me and handle this? Why is there a support team if they can do absolutely nothing when it really comes down to account security. This attack was 100% preventable.

:)