My Permanently Suspended Account

On October 25th, my account AnakinSpartan was permanently suspended. Minutes later, I jumped to the enforcement page, where I submitted an inquiry explaining that my account was compromised. Whoever hacked into my account was trying to get me permanently
suspended, and sadly he/she succeeded.

One month later I contacted support because I had not received a response from the enforcement team. The support agent told me that he would escalate my case to be investigated but it turns out he did not. After waiting this long without any messages from
either the enforcement team or support I decided to contact support again today. The agent I spoke to today informed me that the previous agent in fact did not escalate my case. He also told me that since the enforcement team did not respond to my inquiry
that this would be the best course of action that I could take.

He told me that some moderators and enforcement team members look at the forms here so that is my best shot to help to get my case opened and investigated that my account was compromised. I’ve had this account for roughly 10 years and I’ve bought over 100
digital Xbox games on it but I lost all of them when my account got banned.

I’ll admit I had minor enforcement action taken on my account a couple times since it was created however it was definitely not anything serious enough to have it permanently suspended, only short communication suspensions. I believe the person who hacked
into my account is the person I was game-sharing with at the time. They had all my information including my phone number, email, and my account on their console so we could swap “Home Consoles” so that’s how they could login as me and then use my account to
send harassing messages to other players.

I know for a fact someone was using my account without my permission because every so often when I had signed in on my Xbox I’d get a notification saying last signed in from another console. I’m hoping that someone with the right authority reads this and
maybe just maybe I can get my account back. Thank you for taking the time to read all this, and I appreciate any help that anyone can give.

-Andrew

:)

 

My account was suspended permanently?

I know for a fact that all my account information is legitimate, i was issued a permanent ban for no reason, i want this ban to be uplifted. I think the enforcement team may have made an error. please look into this, i am very displeased to have my account
suspended when i did nothing wrong. please someone help me with this! I was also issued a temp ban, but served it and i can still not sign in. Account:
JNK 67

 

My account was suspended permanently?

Your permanent Ban was NOT without reason, SORRY. Multiple enforcement issues can result in a Perma Ban. Have you checked the Email associated with the account??? That should explain things but, please feel free to follow the above instructions on how
to repost in the correct section. GOOD LUCK!!!!

 

Giving someone your account information IS a violation of the code of conduct.

which would fall here:

Don’t engage in fraud or unauthorized transactions. For example, don’t:

• Lend, transfer, sell, or otherwise provide third parties access to your accounts or Gamertags
  
• Access or attempt to access accounts that you do not own
• Purchase memberships, games, gift cards, account credit, or content from unauthorized parties
  
• Attempt to use or share fraudulent methods for getting memberships, games, gift cards, account credit, content, or hardware
  
• Use your account to trade services or in-game content for memberships, games, gift cards, account credit, or content
  
• Resell or redistribute any part of Xbox Live
• Impersonate another person (e.g., Microsoft staff, moderators, employees of game developers, publishers, or other Xbox partners)

You can read the whole code of conduct here https://enforcement.xbox.com/en-US/home/codeofconduct

The game sharing was meant as a means for sharing within your own household not with people across the country and or it was meant for you to be able to play your games on a friends console while you were there not to give them your information so that they
could play it when you are not there.

Your account was not Hacked because you willingly gave that person your account information.

These are some of the things microsoft looks at to tell if an account was truly compromised or not.

The hacker will change pertinent information on the account (email, password, security proof) so that you do not have access to your account anymore. This is the main thing that really can tell if an account is compromised.

The other thing is if an account is signed in at a strange location. and if this happens a code will be sent to the security proof on the account to make sure it is the owner of the account that is signing in.

With all that being said the only people that handle enforcement actions are the enforcement team through their case review process on their website they should have gotten back with you when you filed for the original case review that you put in.

The enforcement team does not monitor these chat rooms and again only the enforecement team can lift a suspension not even a moderator can lift it.

 

Xbox Support does not have contact with the Enforcement Team and they cannot Escalate a case to them on your behalf.

Xbox Support can Escalate a case if there's and issue of account being compromised but that investigation is independent of the enforcement team.

The forums here are just users helping users. Any ban can only be undone by the enforcement team and they don't use the forums here.

 

The person I was gamesharing with went to the same high school. Not across the country, so no, not a violation of the code of conduct. And how does anyone expect the Enforcement team to handle any matters if they have 0 communication with anybody, they apparently
have no channels to their own company so what stops an enforcement agent from simply banning every account they are assigned to? I am seriously questioning the ethics of Microsoft’s current support and enforcement teams. How convenient that the ONLY branch
able to help me is the one that won’t communicate with me.

 

There is no need for the person you're game sharing with to have your account information. All you have to do is set their console as your Home console and then remove your account. If you gave him your account information in order to do so, that violated
the code of conduct.

 

That’s what I did, except when I deleted my account from their console it also removed it as my home Xbox, so the only way to do it was to keep my account on their console. Again, why is this the main issue here? Last time I checked this was a support forum,
so give me some support!

 

As already stated, the enforcement team does not use the forums. If you already submitted a case review and they upheld their decision, there is nothing else that can be done.

 

As I already stated, a support agent (Microsoft Employee) directly told me that moderators and enforcement look at the forums here, so excuse me if I take his word over yours. I refuse to believe that there’s nothing that can be done, especially
because it seems there is one string attached to a cup as the only form of communication to the enforcement team, that’s severe incompetence even for a company like Microsoft. Unless there is anything else I can do, it looks like my only other option is to
make an alt account, get it in trouble, and use that to communicate with the enforcement team. This entire process is ridiculous!

 

Support are known for giving incorrect information about things they don't handle correctly. The enforcement team used to use the forums, but stopped when they started the enforcement site a few years ago. Submitting a case review is the only way to contact
them. Moderators only police the forums and do not have information regarding enforcement actions.

 

Well guess what, apparently the 500 characters they give you to put in the case review inquiry isn’t enough to explain that an account has been compromised and that they need to investigate it immediately. You don’t understand, I’ve spend THOUSANDS of dollars
on games, gold, movies, music, and so much more, only for it to be taken away by the enforcement team with only an automated response as an explanation. Major Nelson also said assets are not lost when an account gets permanently suspended, it turns out that’s
a complete lie! By Microsoft’s Code of Conduct, I’m liable for my account. Sure, that’s correct on paper but what happens when my account gets hijacked and gets banned, am I liable for the actions of the hacker? I say no, for the same reason you aren’t liable
for a car accident when someone steals your car and takes it for a joy ride.

 

The xbox has great features that prevent this from happening for instance even though you LEFT your account on your "friends" xbox you could have set it so that it would not automatically sign you in every time he would try and go on your account. By leaving
it to automatically sign you in on his xbox that means your account was not compromised because YOU allowed this to happen by not SECURING your account so that no one else has access to it.

Its not a matter of you being liable for the actions of the "Hacker" YOU are responsible for ALL actions that are done on your account. When the enforcement team looks at reports that come in on whether or not a code of conduct violation happened they do
not know if it was you or someone else that was on the account at the time. There really is no way for them to know.

MS has some great security features to make sure accounts do not get "hacked" one they have what they call security proofs these can either be a phone number and/or email address that when someone tries to do something major to an account like change password,
change email, change a security proof, and even sign into a new console somewhere that the account has never been signed into before.

Normally when an account has been "hacked" the "hackers" will get ahold of your email information and then go into your account and change your security proof, change the email, change the password so you no longer have access to your account.

What happened with your account was not being hacked you Knowingly LEFT your account information unsecured on someone elses xbox system.

Which goes back to the code of conduct violation of

Lend, transfer, sell, or otherwise provide third parties access to your accounts or Gamertags

You provided your "friend" access to your account.

Like the previous posters have said The ONLY way to contact the enforcement team is through the case review process and IF they upheld their decision that is final and there unfortunately is nothing that you can do about it.

In regards to losing the licenses for your games and movies it is all in the code of conduct that you agreed to abide by when signing up for the service. Another direct quote from the code of conduct:

UPON RECEIVING A PERMANENT SUSPENSION, YOU FORFEIT ALL CONTENT LICENSES, GOLD MEMBERSHIP TIME, AND MICROSOFT ACCOUNT BALANCES ASSOCIATED WITH THE SUSPENDED ACCOUNT.

 

Very well explain Steelwand. Thank you for taking the time explaining it to the rest of us.

I'm very sorry for what happened to your account ANDREWJAGO USMC, I can't imagine all the things you've paid and work for all gone for a very big mistake and trusting too much your highschool friend that isn't really what he/she is worth for. If I was in
your shoes, I would demand a compensation to this friend of yours that got your account banned and not taking care of it or hacking it after you have lend it.

Loosing thousands of purchases is not a joke. You must be able to file a case in the court of law as well against this friend that has destroyed your priceless account.

 

Just to add, this is not a lie. If you had left your console set as your Home console (as is recommended), you would still have access to everything on a new account.