Someone has used the credit on account without our knowledge

Yes it was a digital download, have been through and removed all the logged in devices that were on the system except our own ones. I think i've removed my sons too but we'll figure that out after! There was 7 devices on there, 4 are ours no idea what
the other 3 were.

Thank you for that, I didn't realise I could stop whoever this is from playing the game. I'm really not sure what happened as I've never known a scammer or hacker to put their own credit card details and address into an account they've hacked!

Your right, it is weird. That's what makes us think it could be someone you know.

Have you tried requesting a refund now you have full access to the account?

https://support.xbox.com/en-gb/billing/xbox-subscriptions/digital-goods-subscriptions-refund

Let us know how you get on. We would love to know how this works out for you.

Thank you, I have resubmitted a refund request, it's a nightmare as they don't have any way to report a breach of account by someone you don't know, every option is about someone you know making a purchase. I'll update with how I get on

Yes it was a digital download, have been through and removed all the logged in devices that were on the system except our own ones. I think i've removed my sons too but we'll figure that out after! There was 7 devices on there, 4 are ours no idea what
the other 3 were.

Thank you for that, I didn't realise I could stop whoever this is from playing the game. I'm really not sure what happened as I've never known a scammer or hacker to put their own credit card details and address into an account they've hacked!

Your right, it is weird. That's what makes us think it could be someone you know.

Have you tried requesting a refund now you have full access to the account?

https://support.xbox.com/en-gb/billing/xbox-subscriptions/digital-goods-subscriptions-refund

Let us know how you get on. We would love to know how this works out for you.

The Xbox One does play Xbox 360 titles, so even though you don’t own an Xbox 360 you can still play the games/purchase them in the market store on your console. It is possible the unauthorized user may have been a friend that
slept over and used her device - which you'd still be responsible for.

Although I don't think it will help much, you can walk through the “Compromised
Account Solution” but it sounds like you’ve already followed the appropriate steps (changed account information, disputed the charge)

Please keep in mind that if Microsoft Billing has already declined the refund,
chargebacks are seen as a way to circumvent Microsoft refund policies and may be seen as a form of fraud to the enforcement team.

Definitely not a friend of my daughters, as the address is not from our town where all her friends live, I don't know if this game can be played on xbox one as it hasn't come up on her console. I'll look into it, not that she would ever want to play it.

I have no-one to put a chargeback in to as it was the remainder of a credit from a voucher I bought for her. They used their own credit card to pay the remainder of the cost, not mine, I never leave my credit card details in the machines for this exact
reason.

Sorry to hear this has happened to you. ☹

Firstly, Just make sure it isn't anyone you do know, as they must have known (or guessed) the log-in details and known there was credit on it.

Secondly, check the account to see what they have purchased. If it's digital content, it will be linked to that account and can only be used by that account. Changing the password and clearing the logged-in devices will cut them off from using it.

http://account.microsoft.com/devices

Let us know how you get on.

Yes it was a digital download, have been through and removed all the logged in devices that were on the system except our own ones. I think i've removed my sons too but we'll figure that out after! There was 7 devices on there, 4 are ours no idea what
the other 3 were.

Thank you for that, I didn't realise I could stop whoever this is from playing the game. I'm really not sure what happened as I've never known a scammer or hacker to put their own credit card details and address into an account they've hacked!

The Xbox One does play Xbox 360 titles, so even though you don’t own an Xbox 360 you can still play the games/purchase them in the market store on your console. It is possible the unauthorized user may have been a friend that
slept over and used her device - which you'd still be responsible for.

Although I don't think it will help much, you can walk through the “Compromised
Account Solution” but it sounds like you’ve already followed the appropriate steps (changed account information, disputed the charge)

Please keep in mind that if Microsoft Billing has already declined the refund,
chargebacks are seen as a way to circumvent Microsoft refund policies and may be seen as a form of fraud to the enforcement team.