My account has been hacked since 2021 and it has not been resolved.

Hi there! My name is Stephanie and I'm more than happy to help you out!

I'm sorry to hear that you are experiencing this with your Microsoft account. I know how frustrating it can be since I'm a player just like you. Don't worry, let me help you.

Unfortunately, escalating an account compromised recovery case through the Microsoft Xbox Support is the last option to recover your account. Try to contact them once more, hopefully they will be able to offer a solution and complete the escalation process. You may contact them using the link below:

https://support.xbox.com/en-US/contact-us

Kind regards,
Stephanie

What I would suggest you do is change your secret answer on your email as well as your actual password for your email.

Suggestions.



Do what your instincts tell you. If you are unsure how this could happen, immediately change your WLID password and if set, secret passphrases. At this point I am a proponent of eliminating secret passphrases and use the Trusted PC function only; no SMS,
no secret passphrases, no alternative e-mail. If the secret passphrase is guessable or if your alternative e-mail is somehow compromised, the Trusted PC function is your only 'true friend'. The SMS option is another alternative.



Call your credit card company. Inquire. Find out if they accepted the first charge and if they received and then denied the second charge (i.e. their fraud detection kicked in). If either charge has shown (or any other charges from Microsoft services
like Zune) -- work with your credit card company independent of your UA filing with Microsoft to have those charges removed. More paperwork yes; but it's your money.



For my, while not proven and Microsoft won't admit to it -- I have enough evidence to suggest I was the victim of social engineering. I have plenty of SRs and account inquiries posted to my account / original gamertag that were not initiated by me -- several
months prior to what is known as my first breach. This style of attack does not happen to everyone but it may be worth your while or interest to contact Xbox Live support again and validate the SR / contact history on your account. I received e-mails from
Synovate (Microsoft's partner that sends out questionaires when SRs are closed) and phone calls from "PC Safety" apologizing for hanging up or losing connection on calls I did not make. Enough to suggest someone else was prying. Enough to suggest the source
of the leak was Microsoft -- how else could someone map up my Gamertag to an e-mail address or other personal information. It was never posted anywhere.



Some light reading . . .

http://gameolosophy.com/games/sport...our-personal-details-from-your-xbox-gamertag/





In the end, if you have access to your WLID and can log in to your XBL account via your console; whether in Spanish or another language (Columbia?) -- at least changing your passwords and performing actions as suggested above will work in your favor. It
would be less likely to be breached again.



If you come to find you too were a victim of social engineering (you could have played a game with some kid you taunted and pissed off who took it too far and jacked your account) after verifying 'extra' calls made at times you didn't initiate them -- consider
changing your WLID entirely and moving your account to it via the console and changing personal information like address/phone number/zip codes, etc to fake or alternative data. Chances are, those people know who you are and know more about you than you want
to ever know.

Broker, the 6,000 point purchase may have went through but then was refunded right away due to the anti-fraud measures MS has in place. If you have filed a UA claim then the work on your end has finished, all you need to do now is wait patiently for the
investigation to finish. The investigation WILL take a long time, likely longer than the 21-25 days support told you.

This is because your account has been migrated. They will have to re-build your account from the ground up, this sounds like it would be a simple process but it is not. Trust me.

I could try to explain to you all the ways that they could get your information but we would both get bored very quickly. I can tell you the main causes: Giving account info to other people over Xbox live, going to websites offering Free MSP, not using a
strong enough password, selling Xbox to someone else without clearing your info off the Xbox. These are the most common causes of UA.

Some people will tell you that there are programs to locate the information on someone's account, but that is a VERY VERY rare circumstance.

When you called into Xbox support what did they tell you?

Have you noticed charges on any credit card on the account? Has your live ID been changed? Does it say your account is in a different region?

If any of those are yes, I would call back and insist to file a UA claim. Sorry for the inconvenience! I hope this helps!