Need a Microsoft Employee to read

Hello All,

I am reaching out to the general forums in hopes that an actual Microsoft employee will see this and work with me to get my situation handled appropriately and not dismissed as it has been in the Enforcement forums. First let me say that I have been a long
time member of the XBOX Live community since I first picked up my XBOX 360 back in 2006, since my purchase I have enjoyed every moment on my XBOX account, so much that when XBOX One was announced I preordered the day one console (big mistake, will never do
that again but that is a discussion for another time).

For 9 years I was totally satisfied with my experience on LIVE up until Saturday when I received an E-Mail stating my account was permanently banned, thinking a mistake was made I attempted to login only to notice that I was unable to login because my account
was in fact banned. A few days prior to Saturday I had to reset all my passwords and request a new debit card since I was a victim of theft and most of my accounts were compromised, the last thing I expected them to tarnish was my XBOX Live account but from
doing a little research I found out that hackers or modders like to get accounts and host lobbies and get paid from people for offering the service, I assume this is what happened with my account.

I have documents that can prove my accounts: Chase, GMAIL & Paypal were compromised by an unknown IP address and that I had to reset all my security information. I was completely locked out of my GMAIL account which is the same E-MAIL I use for my Gamertag
and when I was actually able to login I saw a security code was sent for someone to access the account followed by an E-Mail from Microsoft saying an unknown IP address accessed my account.

I logged into my account and nothing was changed so I didn’t think anything of it and was permanently banned the next day. I know I’m all over the place with this thread but basically the account I had countless achievements on, many games and avatar items
as well as special unlocks for most of the games I purchased on XBOX one has been stolen from me and the only support a multibillion dollar company can give a loyal paying customer is to direct me to a forum and to have my post continually ignored / deleted
by bots.

It’s 2015 and it’s time Microsoft put some money towards a proper enforcement team and really looked at the guidelines it has in place for this type of situation, surely I’m not the only person who has been wrongfully banned and at this point it seems like
the easier option would be to create a new tag and start over, but I’m not taking the easy route and will continue to post this until I get heard.

I am willing to E-mail / mail of the proof I have of the account compromises to any Microsoft employee or PO Box and will do anything I need to do to get my 9 year old account back.

:)

 

Need Microsoft Employee

Don't be so ungrateful. Bear in mind that support are providing a recovery service for morons who give away their account details. Don't want to wait? Don't give out your account info.

 

Need Microsoft Employee

You have to be patient with the process, and no one here on the forums can help expedite that process. You can call support and see if you can talk to them about the status of your unauthorized access case but that is your only option.

 

I am sorry to hear that this has happened to you. Unfortunately none of the xbox employees will be able to do much. All I can really say is you can contact phone support and try to go through an U/A or Unauthorized access and see what can be done after that.
That is the last option you will have there.

Sincerely,

 

Thanks for your reply, I have tried to get support through the phone, I will try again tomorrow. I guess the real reason I'm posting is in hopes one of the employees here can have one of the enforcement supervisors look into this and reach out to me. I have
found the names: [Mod Removed - Please don't name and shame] from a YouTube video but when I tried to call the number the receptionist wouldn't transfer me and was very rude.

It's very awkward for me to experience this type of treatment, especially working in retail for many years you always treat your customers with respect but they don't seem to believe in that.

 

Unfortunately, the ban is set in stone. No matter what, our accounts are our responsibility. As hard as it is to accept, it's done. This has happened to many people and their bans were not reversed despite being compromised.

Sorry man. It's rough, but it's in the ToU/CoC stating this.

 

xTye I cant accept that and I don't think that I ever will, my account was stolen from me... regardless if it was my responsibility or not, the enforcement team needs to be reviewed this is a major problem. If a bank can manage to spend assets on fraud why
cant Microsoft. They managed to send me my login information and there is 4 unknown attempts, one from Russia. How can they avoid hard evidence? I'm not from Russia, never been to Russia and my logins should be from USA, Florida.

On there homepage I see there "VALUES":

Integrity

We are accountable for our actions; we must make consistent, unbiased decisions based on the best available evidence.

The best available evidence is smacking them in the face and they choose to ignore it. It is blatantly obvious that my account was used by an outside source and they don't want to hear about it.

Compassion

The policy is our guide. We must do what is right, not always just what is written. Context matters.

Well nothing about my situation is right and they don't want to hear about it. How is that compassion? A 9 year account with thousands of dollars wasted on it has been taken from it's rightful owner and I am extremely limited to what I can do.

Precision

With authority comes great responsibility; we must be precise in our investigations, documentation, reporting, and application of enforcement policy.

They have provided me no documentation or reports on my account, only 4 or 5 reasons on why it was banned which leads me to believe there was no investigation on my account only a hammer to show there power.

Team

Each individual is critical to our success. Each is trusted and empowered to do what is right. We learn from mistakes and always try to improve. We care deeply about our customer’s experiences on Xbox Live and are dedicated as a team to make it a safe and fun
place to be!

How do you learn from mistakes if you never hear about them? You care deeply about your customer's experience on Live and want to make it safe and a fun place to be? well than where do I file an official complaint on the lack of service you have
provided to a paying customer. This is not the first time someone has been wrongly banned, I have heard stories of people getting there accounts back but this was when they were able to reach a supervisor through a phone number that has been disconnected.

A MOD removed there names from my post above, I'm hoping the MOD at least had the decency to inform them of my situation and is only waiting to reply with good news.

 

Thewy,

What did support say when you asked for a UA Unauthorized Access investigation? Normally they will lock the account and perform an investigation which can anywhere from 2-4 weeks. Not sure why they did not do this if your account was compromised. I would
call back and see what they say again.

 

My account was compromised or outside my control when it was banned!

-------------------------

If you feel the actions that led to the enforcement action occurred while your account was compromised or not in your possession, you may open an ‘Unauthorized Access’ case by contacting your local Xbox Support number. While we work directly with Support
during their investigation, please note that they will make all further contact with you regarding the details and results of their proceedings. We will be unable to assist you in this process.

----------------------------------

Be aware that this process may lock your account for several days, during which time you will be unable to access Xbox Live. Additionally, until such time as the Unauthorized Access claim is substantiated, any account suspensions will stand as issued. They
will contact us directly with their findings.

-------------------------

Please note: A substantiated Unauthorized Access case does not necessarily mean the enforcement action will be reversed or lifted. Suspensions are not necessarily issued immediately, and may have been issued for actions that occurred while the account was
under control of the owner.

 

Please help I've been ban permanently due to my second offense in communication please help.

 

Hey there,

If you are wanting to know why you have been banned, you will need to post in the Enforcement forums. Located here:

forums.xbox.com/.../4276.aspx

Posting in these forums, that your in now, will not help you as the Enforcement team do not pass though these forums.

Regards,