Stolen gamer tag

Any hints on getting a gamer tag back ? My brother lost his, the hacker changed his email and password details to a new tag then abandoned my brothers tag soon after spending money on dlc.

He seems to be hitting a snag because he no longer controls this account though it should be obvious it was his for 10 odd years until a recent change.

Before he goes to legal lengths to restore his account I thought it prudent to ask if others have gone through the process and had their gamer tags restored.

:)

 

Gamer tag stolen

Call support, get an unauthorised access investigation opened, wait until it finishes and you'll have your account back in your possession

 

Gamer tag stolen

This is why I don't keep any paypal or credit card on my gamertag, sorry your account got hack man. Once it is hack, nothing can be done. Just try to not fall for phishing scheme and stuff, and don't leave your credit card or paypal in your gamertag, try
to use redeem card, so if your GT do get stolen no more harm will done. I got my GT stolen also, I called MS for about 3 weeks before I gave up and just tell them to lock and ban that account, as they said they can't give back my account. Hope this help.

 

He will need to contact official support ASAP to open an unauthorized access case. He should contact his bank/paypal/credit card company to stop any charges right away.

 

Thanks bowski for the advice but it’s missed the issue, most likely because I failed to explain the situation correctly.

I walked him through the initial steps like those you have described, the issue seems to be Microsoft. They won’t forward his case to the escalations team because he doesn’t have control of the account. The hacker took his account and changed the passwords,
they also took the time to link his details to a new gamer tag.

Microsoft don’t seem to be able to understand how to handle this type of situation, though I’d be surprised if it’s not happened before.

His account has thousands of dollars of games, dlc and time put into it ( 10,000 games on world of tanks for example ) that he can no longer access.

Again I put out a plea to the Xbox community for assistance on this one, has anyone gone through this scenario before and actually had their account restored back to them ?

 

You know what could have happened is this.

your cousin may have thought he knew what the email and password for his account was but it was actually a different one.

for instance a lot of people make outlook.com accounts and then for some reason or another remove the account from the console then go and sign in say with a gmail account and it creates a whole new account for them thinking that they may have been hacked.

could this possibly be what happened here?

 

cheers steeledwand, I’m seeing him tonight so i’ll run that past him. Though its not likely because the hacker purchased $100 worth of Star Trek content before moving on. I don’t believe he plays Star Trek.

Still, I appreciate the idea, thanks for responding. It’s appreciated.

 

Hi there, I'm the one Wookie is referring to.

So back in late November my account was compromised, not sure how but some hacker evidentially managed to access my Microsoft account, this includes Skype and xbox live. I'm not sure how exactly, but they were able to change the linked email address to
some new email address they had made up and remove the GT and log on details from my standard email address. This means that when I log in with the original email address there is no account (for xboxlive or skpye) associated with my email address anymore.
I've now reassigned this account I'm replying with to that email address I've been using with live and MS for over 13 years.

My original gamertag Bearhug78 still exist but is assigned to the hackers new invented email address, for which I don't know the login details to access and change everything back.

MS support have been able to delink all my credit card details and refund the purchases illegally made, however they have been unable to help me get my GT back which has thousands of dollars of content (and 13 years of progress assigned to it).

I've contacted MS support on four separate occasions in regards to this but they have been unsuccessful in rectifying the issue, as their process for recovery is broken.

They take me through the account recovery process, however it fails as every time I complete it I receive an email minutes later informing me that the process is in unsuccessful due to 2 step verification being turned on and the request will be ignored.

I've phoned back on three occasions to explain this with two of the customer support people explaining there is nothing they can do as they need the generated 9 digit code from the reset process, which I can't get due to the 2 step verification process.
These two times I was told they would forward an email and to look for a reply in 72 hours. Each time I've given it a week and received nothing.

On one occasion the 3rd support person spoke to his manager after I insisted there is no point going through the same procedure as it is broken. He manually completed the reset request his end and informed me it was submitted and I should receive an email
with the 9 digit code to progress the issue to the escalation team within 72 hours. That was two weeks ago and still nothing. Now when I phone back, there seems to be no record of this having occurred and the customer support person telling me they can't
help me as I need this code and that they don't have a way to generate it in any way.

So evidently, two step verification breaks the account recovery process as it prevents you from getting the issue escalated to the escalation team.

I've asked if there is anyway I can contact someone further up the chain via phone or email to explain the issue, but have been told by every MS support person that I'll need the 9 digit code (Which can't be generated) to do so.

I get that for cost savings departments are structured as such, but it seems ridiculous that something that should be a simple issue gets stopped because of poor processes. So what I need now is to be able to talk with someone further up the chain that
isn't stuck reading off a script and telling me they can't help me.

Any contact info or suggestions will be much appreciated.

 

So this is where the account recovery process gets stuck...

Microsoft account password reset request

Microsoft account team [*** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. ***]

Fri 8/12/2017 5:46 PM

"my email address (removed due to public site)

It looks like you just used the Microsoft account recovery form (Recover your account)
to request a password reset for *** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. ***. Because you've turned on two-step verification for your account, we ignore these requests but wanted to let you know.



If you're having trouble signing in, go to
Reset your password and reset your password using security info such as your
phone, alternate email address, or authenticator app.



For more info about two-step verification, visit
http://go.microsoft.com/fwlink/?LinkId=276854.



Thanks,

The Microsoft account team



---

This email has been checked for viruses by AVG.

http://www.avg.com

 

They should be able to escalate it up to their escalations team as an unauthorized access escalation with unable to recover escalation which in this process they will have you create a new Microsoft account that does not have a xbox profile attached to it
during this escalation process they will ask you questions about the account and the console that the account was on previously and then the escalations team should be able to transfer your balance over to the new Microsoft account that they had you create.

 

thanks again steeledwand, I think your post is going to help. Cheers for taking the time to read through my brothers ( rather long ) post and giving us a discussion point with Microsoft and a potential way forward.