My son’s friend came over for a sleepover with my son and without my permission purchased...

My son’s friend came over for a sleepover with my son and without my permission purchased 12000 fifa points when asking for a refund I was told I wasn’t eligible for one and I would like to know why

Did they spend any of those 12,000 fifa points? If any of it at all was spent then that would make it not eligible for a refund.

So if they spent any of it then that would more than likely be why the refund was denied.

You would have to contact support for the specific reason of the denial, but in-game currency is typically not refundable, if they have already spent them in the in-game store

If you're son is under 13 then you must monitor him at all times--per the Terms of Service agreement--when he is connected to Xbox LIVE. If you are monitoring him then he cannot buy things without your permission. If your son is over 13 you tell him not
to buy things without permission.

Hi. It has gone on my account and not my sons. Could not get it to go on my sons as it kept saying need parents permission. So confused!

What a useless and unhelpful reply.

If you actually read my post, the account could not have been hacked as there are multiple guardrails in place to prevent this. I'm not going to reiterate the details, they're in the post above.

The "free" gamertag change is ONLY if the original name was auto generated during the initial account process. Since it was a custom name from the beginning, this option would not be available.

Additionally, no change could be made without any notifications being sent to me. My accounts are very secure. The issue is with Microsoft.

Don't speak unless you have facts. Did you look up the account and see where the change was initiated? No. You did not. All changes and their point of origin would be logged in the system. The one you do not have access to. Maybe you should actually try to do some work and look up what really happened instead of copy/pasting standard responses.