Recovering account error

This is the second time me posting this but I might of posted it in the wrong section of the forums under account ban/suspension

The original story which caused my problem

In April 2013 my computer was hacked into and a lot of my personal information including my account were stolen. I contacted support leading to an account investigation. During the investigation support locked my account gamertag (Tunechi Pa). As support
locked the account for investigation, you guys also locked my Xbox 360 console for downloading and recovering accounts in the process. I was told my Xbox console would be unlocked once investigation was over and they'll keep in touch with me. It's September
23, 2014 and I've yet to get a single response from the support team. Meaning my Console is still locked.

Anyways I want to overall drop this "Investigation" claim since I no longer care about that account. I just want to be able to download and recover accounts again.

I will provide you my xbox 360 console's ID number and serial number

ID: [Mod removed]

SN: [Mod removed]

Please help me resolve this problem, my current and now primary account is associated with the email [Mod removed]

I've already tried live support, but the guy I talked with (Eli) couldn't help me and re directed me to these forums, just didn't clarify which section to post in. Cheers!

:)

 

Recovering Account ERROR

hello all,

i too am having some difficulty. ever since late last week when ive turned my console on, ive had to verifiy with my email and account password, but each time it says its wrong (even though i went to my account online and logged in without issues, with
the same credentials)

last week i just by passed this login verification and it connected me to live so that i could play online.

the other night it gave me the same headache saying my info was invalid and then i started getting frustrated.

it would NOT log me into LIVE any more even though last week i could after trying to 'skip' the email and password stuff.

it got to a point where i think i deleted my profile and tried to re-download my profile and NOW im getting a message saying "profile downloads are not available at this time, please try again later!" or "sorry, there was a problem, please try again later"
Code: 80151011

ive tried every day multiple times since thursday (today is sunday) to try to redownload my profile, but STILL get error messages saying i cant.

whats up?"???

 

Recovering Account ERROR

Humm, OK. Can you check and make sure all your proofs are updated:
Http://Xbox.com/proofs let's also try redownloading when the USB with the profile on it is removed- so the account isn't on the console at all. Any love that way?

 

That Tunechi,

Really isn't the bestidea to post your e-mail address including your Console ID or Console serial number. What is the nature of the error you get when you try to recover youraccount, any error codes as such?

Looking foward to your reply.

Thanks,

Daniel

 

It just can't complete the process for the reason I said. When my account (Tunechi Pa) was put under Investigation, when it was stolen from me, the support team locked my xbox console from downloading and recovering accounts until the investigation was over,
and that was back in April 2013. I just want the investigation to end so I could download/recover accounts once again, thank you.

 

You see the problem is no one here at the forums would have any tools to fix this account issue or start/end invesgitations/cases. Which is why I'm unsure why they redirected you to here for a resolution if that's the problem.

You really must get back on unfortunately to support:

support.xbox.com/contact-us

You must tell them that the agent you previously told you to go to the forums in order to fix this was false information, they do not have the tools to fix resolutions in regards to recovering gamertags. While I appreciate the fact that you have waited a
long time for a resolution they really are the only ones that can help. Put your foot down, tell them the length you have waited again, and that you want this escalated to the highest technical support team. All this round around cannot be doing you any good.
You must request a new case opened, but don't mention Unauthorised Access as the case, as that is what they will treat it as. Also do not mention it was hacked because they will mark it as an Unauuthorsed Access case. You should just tell them you want it
escalated in regards to a possible corruption on the account itself preventing the recovering of the account. I was in a similar situation to yours. Mine started on March 2012 and ended November 2013 roughly. On my other account - I know how you're feeling,
I bet you are getting a lot of one agent says this, another agent says something else. Try not to ask them to make a followup it will delay things. Just for the sake of them not bringing you back to square one just say to them:

* I want to open a case, I want my account checked out by Higher Support Technical department. for a possible account corruption on the server preventing me recovering it, I wasnt it thoroughly checked. I don't want to go through troubleshooting as you have
waited (tell them the rough duration) and I don't wish to wait any longer. The problem is not on my side it is on your side, so please just make the escalation for possible corruption.

You'd be suprised what an agent will tell you. A new case would be better than one that would probably be filled with a load of casenotes.

Just don't mention about Unthorised Access as that case has been dealt with. They wouldn't leave an account not being able to recover after an investigation, so the account may have some sort of corruption on it, and you're really only opening a case for
them to look at all the ins and outs of your account to see if there are any errors preventing the account from recovering. This may take little bit longer but I think this would be the best shot.

When this happened to me, it happened during someone signing into my profile without my permission, I would never give anyone permission for that.

I signed him out of my account by signning back in.

He then signed me out by signing back in to it.

Then I signed in again and quickly signed out all consoles that have signed into that account, and prompt a password to consoles that are signed in with my account. And ever since then I couldn't download my profile until it was eventually fixed. I would
have no greeting when downloading my profile it would just continue to display a loading icon, and would go on for hours endlessly until I just came off that screen, I never got an error on my one though.

Contacting Microsoft Xbox Support:

support.xbox.com/contact-us

I really hope you get this sorted, and back to gaming!

Regards,

Daniel

 

You're actually the most helpful person I've came across. Much respect, thank you.

You won't believe what happened in my situation. I received a message through a website, and upon opening it someone was able to get inside my PC. Stole a lot of information from me. Terrible moment. Couldn't do anything but watch my screen -_-

 

Thank you so much That Tunechi,

I really really do hope this gets resolved, I know how much stress you must be going through, through similar experiences, and as every passing week to every passing month the stress just builds up. But one way or another you will get this fixed by the support
team, just remember what not to tell them mentioned above so they don't try open a case for a problem it isn't, and fingers crossed you will be able to recover your account again.

Regards,

Daniel

 

That sounds awful, there are a lot of nasty people about on the internet. Especially when it stops you using an account you're paying for. Their behaviour is totally unacceptable.