Locked out of microsoft account - reimbursement for xbox live

Jsteinhauer · Aug 9, 2019

I was recently locked out of my Microsoft account. The account has two email and a cell phone associated with it. However when I request to reset the password it will only send to an old work email I no longer have access. Ridiculous given I still have
access to the other email and phone number on the account. Microsoft even sends email notifications to the other email accounts stating someone is trying to gain access!!! How does that make any sense.

As recommended on this forum I tried filling out the application as well, but that has been denied. The only reason I think that might be denied is my kids use credit card gift cards to purchase games online and they want me to verify those numbers. Who
keeps a gift card after the funds are used?!?!

The fact that I can't speak to anyone at Microsoft is frustrating and shows their lack of customer services. I have spent thousands of dollars with Microsoft over the years and they wont give me the courteous of speaking with a representative over this
matter?

At a minimum I should be reimbursed for my xbox live subscription!!! This is theft in my mind as they took my money but now wont provide access nor the customer service necessary to resolve.

:)

XBF Chris J

Hello Jsteinhauer,

As stated above, you can contact Xbox support through that link. If you are not given the option to request a callback, try going a different route until you get that option from the "Show contact options" screen.

Aside from that, Microsoft will only use what you have entered in as your security proof. You are able to add an email and phone number to your billing address, but Microsoft will not use that info to verify your account or for security reasons. In order
to update your information to be used for security reasons, follow this link : Update security information

Hope this helps!

XBF Diego M

Hi Jsteinhauer,

I'm sorry you feel that way and that customer support was not able to unlock the account, but I completely understand your frustrations that led to that decision. However, we're glad that at least they were able to process a refund request for you.

Since there is no further resolution on this thread regarding the issue and you've already spoken to customer support, we will be locking this thread.

Thank you for posting on the Xbox forums. Have a great day!

JJJBBB_099

I don't think there's a support number anymore, we go through https://support.xbox.com/contact-us

Do you have the support number?

Smwutches

You can request a call back through http://support.xbox.com/contact-us to speak to support directly.

Jsteinhauer

UNBELIEVABLE!!! I finally was able to get ahold of a representative. Even though they were able to confirm the email account and phone number via verification code, as well as my past credit card #s, past addresses, everything they asked, they still
can't unlock my account. They have no control over the system, they simply apologized and stated they would refund my credit card. What a complete waste of my time, I have been dealing with this for months and spent a hour on the phone today. I will never
use another Microsoft products again, Sony/Apple will get all my business going forward.

Locked out of microsoft account - reimbursement for xbox live