My account was compromised and Microsoft refuses to assist

Mark9241 · Jul 26, 2019

My account was recently compromised with an unauthorized purchase.

Someone apparently logged into my account and sent a $60 gift of Black Ops 4 to themselves. I called Microsoft support and they reference the stereotypical questions and answers about a KNOWN person logging into your account. SHOCKINGLY nothing about unauthorized
users. A "support" member told me to request a refund as "child purchase" and it was of course declined. How can I get my $60 back?

I received no alert or authorization text or email for unauthorized log-in and the person who gifted it to themselves, their gamertag is revealed to me in the purchase history. If Microsoft can see this, why can't they just ban and recover my funds especially
when my account wasn't properly protected by Microsoft??

:)

PWNRR

I'm sorry that happened, I game on a budget myself So I can relate. Try contacting support directly with the xbox live chat support. https://support.xbox.com/en-US/contact-us

Once this gets resolved, enable two step verification, providing login approvals right to your phone. Also, setup a pin on your xbox, that is required to make purchases. Good luck fam.

XBF Amber M

Hi Mark9241,

Thanks for reaching out to us in the forums for this issue. If you believe that an unauthorized access has been made to your Microsoft account, then it would be best to change your password as soon as possible, and as an unauthorized purchase has been made,
I would further recommend placing a passkey on there as well pertaining to purchases. You may of course request a refund again as an unauthorized purchase, or respond directly to the denial email to dispute the determination further.

Compromised Account Solution - “I think my account has been hacked”

Require a passkey for purchases on your Xbox One console

Should you know of the individual who made this purchase without authorization, you may also report their profile via our Enforcement website for the unauthorized access and purchase.
Sadly, we here on the forums lack the necessary tools to assist more directly with billing, refunds or Enforcement actions.

I hope that this information helps you out and wish you the best in recovering your funds.

AridLizard

after following the steps in the guides linked to in the post by XBF Amber M you should contact your bank/credit card and inform them
that the purchase was unauthorised as they may be able to assist you further and you might be able to get a refund through them

Njal the Blue

Follow the steps here for a compromised account https://support.xbox.com/en-US/my-account/security/compromised-account-solution
then email back on on one of the refusals to refund. Nobody on the forums can do anything about Accounts or Billing.

ZombieJesterCOE

If it's your EPIC account that has been compromised, it would be on their side. If it's your Microsoft account then the account team can assist you. Are you seeing any other things compromised besides Fortnite?

My account was compromised and Microsoft refuses to assist