Is the escalation team a real thing?

AmandaMW_123 · Aug 27, 2020

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!

:)

AmandaMW_123

There were no Xbox emails or fake websites sent to him. Someone with a NY and NJ IP address logged into his account the day AFTER the purchases were made, and I am assuming the same day, but they deleted the history on that day, so nothing else is showing.
For the email, I was able to recover the deleted Microsoft emails, and have since secured the account. I do not have the address they changed the shipment to, as Fed Ex could not provide it to me. The Rhode Island police also said, that most likely it isn't
the hacker's address and that they could be watching this house for the package (at least until Fed Ex showed the package as undeliverable). I provided the phone number that was changed from ours to a new one to the police, and they found it to be a burner
number and shut off. This wasn't a "Cancelled order" but a FRAUDULENT one. AND the package is BACK IN MICROSOFT's possession.

GoH Sticky

Hi Amanda,

First of all, I am not a Microsoft employee nor any legal expert trying to solve this case, I will simply ask a few questions that may have already been taken into consideration according to all the steps this issue has gone through:

- Have you looked at all the messages on your son's Xbox account to see if any link or any fake Xbox website was sent to him?

- Did you receive a notification about his account being logged in through an unknown platform or device?

- Wouldn't it be wiser to direct the lawsuit towards the resident of the new address registered for the shipment?

- Have you tried finding the IP address used to logged in to his account and check if it connects to any other address?

I can relate as I have been through the same thing on a much bigger scale, and as I worked in the refund department of a company other than Microsoft, I know that they probably will proceed to the refund only when the product will be back at their storage and
that the different deparments cancel your order altogether and refer Accounts.

A refund on a cancelled order following a fraud can take months (up to 15 days just for the money to go back on your account).

So I can only advise you to be patient and focus on finding who did this first, so it will be solved faster.

I hope that everything will work out for you.

Kathy A.

Hi JenniferSutherland2,

Hoping you have a great day!

We receive an advise from the Internal Support Team regarding the status of your account.

This was sent to you via Private Message and kindly check it through this link.

We appreciate your patience and understanding.

Regards,

Kathy A.

Thank you for the response, JenniferSutherland2.

We already have shared these information to the Internal Support Team. We will update you soon after we receive one from the Team.

We thank you for your patience.

Regards,

JenniferSutherland2

Yes I cannot make a purchase from my account. On the advice of Microsoft Customer Service I needed to buy gift cards and put them on my son's account so he could buy the game. We did that. He cannot purchase the game with the gift card money.

He can play games, but cannot purchase a new game. The charged me for the Ultimate Game Pass AFTER the account was locked to purchases. Just can't make purchases either by me or by him

Thank you.

Jennifer

Is the escalation team a real thing?