My Account has been locked and Microsoft call center workers "aren't allowed" to help

Salad9071 · Apr 23, 2020

My other xbox account was locked. I have tried to verify online and through calling support multiple times over the past two weeks. No one at the call centers says they can help me. The only way to verify my account is through an email I made 10 years
ago in order to make a microsoft account. I no longer have ANY access to that email. I want access to my account and to go back to normal or I want a refund for all the games and subscriptions I've paid for on that account over the last 12 months. I can make
a new account, but I will not have access to the games bought with my old account. All the credit cards have my name on them, the phone number on the account is mine, the account names is literally my name and yet the only way to verify it is through a 10
year old email? My case reference number is 149 818 3453. Please help me.

I would love to have access to my old account. But if i have to make a new one it would be great if I did not have to repurchase every game I bought a digital copy of.

I have checked my bank statements and Microsoft has had zero problems charging my card for game pass!!! So why is it so difficult to logically look at the situation and see, okay. The account is his name, the account has his phone
number, the account has his credit cards with his name, hmmmmm yeah the account belongs to this guy.

All the call centers say there are no "higher ups" who can look into my case. And cannot even answer whether or not anyone actually looks into the case after I hang up. So apparently my case just sits there and no one cares until I call and bug them again?

Even though I have a case that has been "escalated" no one would even care about it unless I called again. zero effort will go into my problem once I have ended the call. So why even call the support teams if all they can do is walk you through what to do
on my computer?

I just want to hear a solution or at least an answer.

I have been a loyal Xbox consumer since 2002 and this awful experience has made me deeply dissatisfied.

:)

XBF Brad A

Hi Salad,

Thanks for reaching out to the forums. As you already have a post on the issue, I will be locking this thread. Please keep in mind the

forum guidelines when creating posts.

Thanks,

Brad

Salad9071

Ive done it a bunch of times. The only way to verify my account is through the email.

I DO NOT HAVE ACCESS TO THE EMAIL ANYMORE

If someone were to look at the account and use common sense to see that the phone number, credit cards, IP are all mine and I can verify all of those other things this should not be a problem. The problem is that microsoft is only allowing me to verify through
my email. The call centers arent even allowed to see my full email so how in the world are they supposed to help me???

When I ask to speak to someone higher up they cant transfer me because they just work at some call center paid by microsoft to hire random people to answer a phone and follow a script.

So now that I have an actual problem that requires clearance to look at my account info I have no where to go for help. It is a bit ridiculous.

XBF Brad A

Hi Salad,

Thanks for reaching out.I understand there is an issue with a Microsoft Account. I recommend to try the following troubleshooting article:
Recover and reset your lost Microsoft account
password.

I suggest when you get to the portion "Where should we send the code." Click on I don't have access to any of these, and proceed with the
Account Recovery Form.

Support is only able to look at an account If they are able to verify the account. As you are unable to verify, then there would be no way they can see any details. They also do not unlock accounts, this is up to the customer.

Try this out and let us know the results.

Brad

MHG558111

you will get no where , ive been calling for 7 days

Georges C.

Hello, first it's a pleasure to be able to help you today.

My name is welcome to the community and Merry Christmas.

Hello Adam, as this forum is for public viewing and unfortunately as independent consultants we do not have access to this type of blocked account process.

Blocked account

If your account has been blocked

https://support.microsoft.com/en-us/account-bil...

Fill out the form below to have Microsoft review why your account was disabled?

https://www.microsoft.com/en-us/concern/Account...

My Account has been locked and Microsoft call center workers "aren't allowed" to help