Suspensions and customer support agents not helping or being rude

Hey all!

What you need to do is contact customer support for Xbox. They can escalate to get the code replaced as long as it's not damaged. You will need to be able to provide pictures of the proof of purchase, and front/back of the card.

Honestly, if any agent tells you it can't be replaced, they are wrong. The last thing you want to do with support is get snippy or rude. If you feel as if you're not being helped, calmly ask for a supervisor and tell them that you know this can be escalated
if you can provide those pictures as proof.

Hope this helps!

unfortunately, nothing positive to add, though i wish i had something to add.

my family account has been experiencing the same issue as you and have started this thread: http://forums.xbox.com/xbox_forums/xbox_support/f/12/t/206860.aspx

the 4th agent i have chatted with finally offered me a suspension of my account so that time won't be lost and the suspension will be noted on the account as customer requested so i may lift the suspension any time i wanted. it also took the 4th agent to
offer me a 1 month code while the other 3 were less helpful. the catch being, the one month code only applies to 1 account and not the family, when asked about the others, since we are losing time simultaneously, it appears each account holder needs to contact
support agents

so i guess the i can add something positive, being contact the agent and ask for a user requested suspension, that will save your family gold plan some time

best of luck

They only do that if you are being rude or not accepting an answer or they accident hir the wrong button which happens even to non support personnel I know cause I hung up on stores by accident

you have to remember you have to treat others the same way you want to be treated

This includes respecting the agent

So the question is what is your issue

If it's an enforcement question then no there is no answer from.support as it's not within their power to lift suspension nor do they have details

Hello,

In this forum there's no enforcement staff reviewing / answering questions related to bans or another disciplinary actions.

If you want to try to review your case, that must be here:

enforcement.xbox.com

Any player that meets the following criteria may submit a case review:

• Has an active enforcement action.
• The enforcement's duration is greater than 24 hours in length.
• The enforcement was issued in the last 12 months.

Note Currently, Xbox Live device bans aren’t eligible for a case review.

If your enforcement action meets the criteria, here’s how you submit a case review:

1. Sign in to
   enforcement.xbox.com with the Microsoft account that received the enforcement action.
   

Note If you have a child account that’s part of a Microsoft family, an adult in the family must sign in to their Microsoft account. Case review inquiries for a child’s account must be submitted by a signed-in adult.

1. Select the orange box with the handshake icon.
2. Find the active enforcement action you have a question about, and then select
   Apply in the green box.
3. Select the check box that you’ve read and agree with the Terms of Use, and then select
   Agree.
4. Answer the questions in a short questionnaire. These questions help gauge your understanding of the Code of Conduct, Community Standards for Xbox, and associated policies.
   
5. After you’ve successfully completed the questionnaire, select the
   green arrow icon.
6. Enter your questions about the enforcement action, and then select
   Submit.

Billing issues can sometimes only be helped with a customer support agent