Is the escalation team a real thing?

I'm beginning to doubt there is an escalation team, and have thought about contacting an attorney to file a lawsuit against Microsoft.

On August 12, 2020, someone hacked into my son's Microsoft Xbox, and Google email accounts, This fraudster, purchased a $1,900 gaming laptop. My CC let the charge go through and I noticed it on the 17th. After changing passwords to everything, I immediately
called the CC company who opened a fraud investigation, pending Microsoft's review as well. I then called Microsoft and was told, that because the laptop was shipping to my address, and in the name of the cardholder, they could not do anything about it. I
explained that this was an illegal act of fraud (and they could look up and see that someone hacked into the account immediately after the purchase was made) and that we did not authorize the purchase. I was then lectured by the man on the phone who said,
maybe my son gave the password out... Umm. NOPE he is not dumb! I called Fed ex who then proceeded to tell me someone from Microsoft called the day before to cancel and return the order... here's where it gets interesting. Nobody from Microsoft called.

This fraudster realized the error and tried to reverse the shipment himself. I called again and Microsoft (who had escalated the case the day before, told me that they were reviewing the case). On the 18th, the package was redirected through Fed Ex to
a RI address... definitely not us, and proves this was definitely fraud! I told Microsoft this, and they again gave me the line of bull that it was being looked at. My cc company was also still reviewing the charge. Fed Ex said they would stop the shipment
and return it. On the 19th, THE PACKAGE WAS OUT FOR DELIVERY TO THE NEW ADDRESS! I had to call and argue with Fed Ex AGAIN.

Finally, a supervisor physically took the package off of the truck, slapped a new label onto it and shipped it BACK TO MICROSOFT. The package was delivered and signed for by someone at the same warehouse it shipped from. Case closed right? Package returned,
issue my refund. WRONG! Today, I was told that the escalation team hadn't "updated the case since they received it" AKA, they hadn't done a damn thing to resolve my issue. So now, it has been since August 17th, and the computer is back in their possession,
but I am still out $1,900+ while both my CC company and Microsoft continue their review. I have contacted the state police, local police in both my state and in RI, and the FBI (who won't touch anything less than $50k). Noone will assist me with this. I
have filed claims with the FTC, yet nothing is resolved yet. Microsoft's escalation team, if it exists, did a HORRIBLE JOB so far. I just want my money back!

:)