Stolen Gamertag

Hi There,

My Gamertag was recently stolen (Through no fault of my own, I've never entered my login details anywhere but apart from on the console and this site). I've been in touch with MS Support over the phone and although they were able to assist me with removing
the credit card details and reversing unauthorised transactions, I still don't have access to my original gamertag.

I've been told to create a new account, which is fine and all, but I don't have access to most of the games I purchased through the xboxlive market place, nor any of my game progression from over a decade of gaming. Some games have thousands of hours of
time devoted to them and money for rare unlocks (i.e. World of Tanks), which isn't practical to restart, not to mention the $$$ invested in these games.

I have been advised my complaint has been handed off to the escalation team, but that the phone operators have no means of providing any update on whether my Gamertag and all related content will ever be returned, and if it will what sort of time frame I'll
be looking at.

So google searches on this issue, seems to imply many people have not been able to get their GT's back and the ones that have, had to wait many months.

I'm now at the point of not knowing who to contact to advance this issue further. I've simply invested to much money in my GT to let all the content go.

Given I've paid money for content and subscriptions which I'm not unable to access, it contravenes Australian Consumer Law and I wonder whether lodging a claim through the Australian Authorities is my best path forward to enact a prompt resolution on this
matter or whether there is actually some way to contact the escalation team and get this resolved or at least an understanding of the process and resolution timeframe.

If anyone has had success for this issue, can you please advise your eventual outcome, timeframe and who is the best person to contact in regards to this?

:)

 

gamertag stolen

Hi friends here is my problem:

Somehow my mail is linked to an other gamertag

My original gamertag isFacu feg and my mail is linked to the gamertag and is
[REMOVED - DO NOT POST EMAIL OR WLID]

Since someone hacked my account my email is linked to a gamertag that is not mine and obviously does not have xbox live gold called

What can i do? help please i spend a lot of money for xboxlive gold

 

Stolen Gamertag

It's the only way you're going to get your account back at this point. Change all your passwords while you're at it.

 

If you have talked to phone support and they escalated it up to the escalations team at the same time they would have had you create a new account and put that information into the form to escalate your situation up to the escalations team. once it is escalated
up normally it takes up to 72 hours for the escalations team to transfer everything over to your new account including your gamertag, score and any digital content that was purchased on the original account. If phone support did their job correctly they should
have explained all of this to you when doing the escalation. so what you would want to do is keep an eye on the email for the account that you created because that is how the escalation team will contact you letting you know everything has been moved over.
I would suggest call back xbox phone support and asking them what the status on the escalation is. they should be able to tell you what the status on it is.

 

Hi Steeledwand,

Thank you very much for shedding some more light on this situation. Yes a new account has been created as you explained, for which the email address has been supplied to MS.

Sadly, I've spoken to three separate MS Customer Phone Support people and all three were unable to explain the process as you have above. Would certainly have cleared things up, if they had done so. They were very helpful in some area's but all three stated
that once it goes to escalation it's out of their hands and they are unable to provide any further info. I asked if I could contact escalation directly for clarity on the situation and was told that is not possible to do. So it basically left me scratching
my head wondering what happens now.

I first reported the issue Friday night, so it's not quite 72hrs as yet, and given it was the weekend I was prepared to add some extra time on, but the only info I received to date on time lines was a 48hr in an initial email along with a reference number,
to which I heard nothing further about.

I specifically asked the xbox support person at lunch time where the escalation was up to and he said that all he can tell me is that it's with escalation. He was able to help remove my credit card info from the stolen Gamertag though.

 

That would be correct basically what they were telling you is that escalations has not looked at it yet once escalations touches it and moves everything over or needs more info from you then regular support agent will be able to see there notes and if its
been moved over or if they need more information.

Like I said in my original post keep an eye on that email that you set up escalations will contact you through there and let you know the status if its been moved over or if they need more info.

keep in mind if you don't see anything in your inbox to check the spam/junk mail folder sometimes they may go in there.

 

Well past 72 hours now and still absolutely nothing. Sadly MS simply don't provide anyway to follow this up from my end.

Very disappointing, given how long I have been a customer and xboxlive member.

Thanks for your comments, however it seems MS doesn't work by the indicated timeframes.

I guess this leaves no other option but to commence actions under breach of Australian Consumer Laws for the loss of access to product and services already paid for.

 

Have you tried contacting xbox support back and asking them what the status of the escalation is have you checked the spam/junkmail folder of the account that you created?