My case review summary said "If the suspension was still active, it has now been lifted" and ...

On April 27th I got permanently suspended. I filed for a case review on that day and got a response on April 29th saying the decision was overturned.

The summary as well, like the title says, noted that my suspension was lifted.

My account is still suspended, support couldn't provide any help (as expected) and since the enforcement page does not show the orange hammer icon, but instead a green star saying "Congratulations! You have a prefect record" I cannot contact the enforcement
team in any way.

So as of now I am locked out of my account (containing over 600$ worth of games after including sales which I can't access now) and the sole reason for it seems to be a mistake.

Can anyone help me contact them (or hopefully any of them read this)?

:)

 

Account Suspension

Ok, so I have had my account suspended since October 2nd which i admittedly deserved. One for communication and one for gaming online. Fair enough.

As of the 16th of October the susspension for gaming online was lifted but the communication ban was not! So I got in contact with the Xbox Live support chat to ask what was going on and what to do.. I was informed that my account was STILL suspended for
comunication and that it would be lifted on November 2nd (Today) unless I filed a case review which I tried. It was not possible to File a case review because the suspension >WAS NOT< listed on my accounts “enforcement history”. So I forgot about it and decided
to wait until November 2nd (Today) for my suspension to be removed, it was not.

I decided to get in contact with Xbox Live Support Chat AGAIN to ask what on earth is going on. I have now been informed that my account STILL has an active susspenion on it which will be lifted JANUARY 2018! (Which I was falsely informed about the first
time I asked) Baring in mind that my accounts “Enforcement history list” shows NO ACTIVE SUSPENSIONS! So submitting a case review was not possible.

I have now waited even longer than I was supposed to for my suspension to be lifted. I pay hard earned money to be able to pay online with my friends which I have wrongly not been able to do for over a month now and I am now being told that i have to wait
2 more months!

This is a joke and I demand that it gets sorted ASAP! I am not happy.

 

My kid's account is in limbo

My son's account (gamertag EpicSniper0) was subject to a permanent suspension on 4/27, but following their case review, the XBLPET overturned that decision and lifted the suspension on 5/1. However, since that date, he still can't sign in on any console;
it says that his suspension is still active. When we log in to the enforcement website, though, it says his account is clean, and when we look at his enforcement history, it confirms that his suspension was overturned. Clearly, there's a disconnect somewhere,
but with his case review completed, there's no way for us to communicate with the enforcement team anymore--you can only talk to them if you have an active case.

My kiddo has a lot of spending money and gifts from grandparents tied to purchases on this account and we would love to regain access. Ideas? Help, please!

 

Hello!

The first thing I would try (if you haven't already) is doing a quick hard reset on your system then a removal of you account and add it back to the system. If something is stuck it will refresh it, permanent bans being overturned are incredibly rare. If
that doesn't work it may be a matter of getting in touch with the right person to escalate it. See if that does the trick first though.

 

Hey!

I have already tried that multiple times, and it did not work.

Getting in touch with the right person to escalate it is harder than it seems, and even the back-end team of xbox support had no idea what to do.

Every support agent I talked to agrees that I should get my account back (As I have provided evidence that show this was the decision of XLPET Nu - who reviewed my case).

Additionally, I know a hard reset won't fix this since I can't log into my account on the Windows 10 Xbox app.

If you have any idea who to contact in this case, it would be most helpful.

 

When you reached out to the Xbox Support agents. Did they say that they would escalate the issue to an upper support tier?

Seeing that you're saying that the suspension was overturned back on April 29th. You definitely should have access to your account by now... Unfortunate as it is in this situation. You're best bet is to contact and ask a Xbox Support
agent to escalate the issue to the proper team. If they gave you a service request number the last time you reached out. Make sure to provide it if possible.

I hope that this issue will be resolved for you soon, and I wish you the best of luck.

 

They did state that, and I did not get any reply even months later.

It feels like they were just ghosting me, when I contacted support again using the request number they just said "I see it was already escalated to our higher backend team" and that they will keep me posted, yet there was no followup

 

Hello when was it escalated if it has been a while I would contact support again and do another escalation.

 

I did, and they said "Yea we see it was escalated we will contact you when there is a response" and I did this about every month.