Microsoft Account Permanently Suspended because someone hacked my account

NathanAudiss · Feb 7, 2019

Hello community

I am writing this because I have tried every possible way to get my account back only to be today notified that it was and will be permanently suspended indefinitely because someone was able to get into my account and change my security information.

I was assured last week that the account data that I have worked years towards progressing with would be saved. I have spent over 5000 hours on over 60 games with thousands of dollars spent on in-game content, subscriptions, and digital games. Now all of
it is gone, no refund, no help, just gone.

Having chatted with the escalation team many times, they made it clear that they could not give me back my account and had to permanently suspend it.

Throughout this process, I have been given false claims of assurance and protection for my account only to have it suspended at the end.

I am a lifelong supporter of microsoft and it feels as if I am being punished for the actions of of the person who hacked my account, If microsoft has no way to resolve this I will not be using xbox services again.

I am hoping for someone to see this and perhaps maybe I will have a chance at getting my account and terabytes of data back.

Thanks

Nathan Audiss- formerly--thegodlyferrert

account permanently gone as of 1-30-19

:)

XBF Brad A

Hello Nathan,

If they changed all security information, you will have to contact support. They will have to investigate to see what is going on. Not sure about the permanent ban, but if they can help recover then you can do a case review explain what happened it may get
overturned.

When you go to Contact Us to get it to request a chat follow these steps:

Step 1 ----select Xbox One
Step 2 ----select see other options then subscription changes
Step 3-----select show contact options

Step 4 ----select chat with Xbox support

Once they call explain the issue and they will be able to help you. Note that these options regularly change so just keep selecting something that gives request a call from support as a contact option.

Hope this helps.

Thanks,

Brad

Xbox Forum Team

JhonSnow777

Hello

You can make the desired changes to your account by following the link that I leave below, there you can find several options related to the changes you want to make:

https://support.xbox.com/en-US/browse/my-account/manage-account

Also in this link:

https://support.xbox.com/en-US/my-account/microsoft-account/change-email-sign-in-for-microsoft-account

I hope our suggestion will help you. Lets us know!

57ac6538-d9cc-4a89-8

Already had case reviewed by escalation team here is email response i have changed names for privacy reasons

Good day, understand that a situation like this one can be difficult, and I appreciate your patience while I performed an investigation of your account. I am contacting you today to provide the results of my investigation.

Account security is a top priority at Microsoft and we have a team 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
there was unauthorized access to your account. Unfortunately, during the investigation process, we found that your security information has been changed.

Unfortunately, when security features are updated on an account, we are unable to assist with an account recovery as these types of updates and/or removal are completely out of control of customer service. We are unable to make any changes to the security information
on the account due to security protocols set up and the acceptance of the Microsoft Services agreement when the account was created.

The only option we have is to permanently suspend this account to prevent any further use. At this time, I have successfully suspended this account and this will remain on indefinitely.

Someone,

Microsoft Account's and Billing.

57ac6538-d9cc-4a89-8

Hello,

Usually this would be helpful but in my situation microsoft lists my account as "not existing" because someone was able to change the email and security questions

M3tal Daz3

You should contact xbox support and report the account hacking so they can start an investigation on this issue: http://support.xbox.com/contact-us

If you already have contacted support the only step is to file for a case review. To check your suspension or if eligible for a case review:
https://enforcement.xbox.com

Microsoft Account Permanently Suspended because someone hacked my account