Loosing my mind over refund struggle

I have an on-going issue which is now slowly driving me to the brink of my sanity.

Sometime ago my account got hacked, a purchase was made through my account and gifted to another (using an email that is very similar to mine – but not mine, a few different letters have been swapped-very crafty!). This purchase was made by a stranger, in another country, using my bank details but a foreign currency. (Since this incident I have changed all my passwords etc.)

I’ve been charged for this fraudulent purchase, I’ve also been charged several currency conversion transaction fees by my bank as it’s in another currency (I am in UK, the hacker is based in Poland by the looks).

The purchase was for a gamepass bundle (gamepass pc, xbox live gold, gamepass ultimate, ea play, etc.)

This is very frustrating.

I already pay for gamepass ultimate for myself legitimately and have for a long time. I would not then rebuy a bundle and gift it to “myself” with this fake email.

The page to request support give me a call does not work for me. No matter what I try. No matter what browser I use, no matter what device I use. I get the same error every time “Something went wrong on our end and we are working on it”. I could fly to Washington D.C, go to NASA, use their super mega rocket building computer to request a call from xbox support, and it still would not work for me. There is no other way for me to have Xbox support contact me. It’s been like this for days. Also maddening.

To work around this I have been going to the windows support live chat and explain this issue to them. They kindly then have the Xbox support team call me. This is the only way it works. (They have been great, incidentally)

Ok so back to the main issue, I was on the phone with Xbox support for an hour explaining the situation, how I did not make this purchase, some unscrupulous person did, it is nothing to do with me. I would please like a refund. After some back and forth explaining it was not made by me, it’s not buyers remorse, its fraud, hackery, hijinks, the person I spoke with told me to fill out the refund request form. I was told to put that “another child” made the purchase on the drop down menu and just explain in the text box that it was a hacker. I questioned this, I don’t have children, I don’t live with children, I'm not a fan of children, but the support person said it’s fine just put that and explain the situation further in the text box.

So I did, I explained the whole thing from top to bottom, clearly, politely, no detail left out.

My refund got refused. Because it is against policy to refund for games/services that have been played/consumed.

I didn’t play or consume anything. It was not me. It was someone who hacked my account. Just looking at the purchase alone, the dodgy email, the foreign currency, it’s glaringly obvious.

The only thing I’ve “consumed” is frustration and dread of this on-going situation.

So the next day I called again. Another hour on the phone. I was told that they would need to escalate the situation and they would call me back.

I received no call back. No email. I've emailed, no response.

I’m going loopy here.

It’s not an enormous amount of money, but I don’t make a lot of money, I really need it.

I’ve already wasted several hours of precious non-work time trying to sort it and getting nowhere is wholly depressing. I'm posting on here in the hopes that someone will actually properly investigate this, look at the order and go "oh snap, that looks completely suss" and refund me.

And please, do not direct me to the xbox support page to request a call. Some higher inexplicable force is not allowing me access to it no matter how hard I try.

And finally just to add, I have not been rude or impolite to any support staff as I'm not a Karen and I don't believe in shooting the messenger. I'm just a frustrated gamer that wants their hard earned money back.

Thank you for reading.

:)