Unable to contact customer service or update my account.

The investigation cleary states upon appeal that customer service and xbox support are unable to help in matters of account accessibility. There is no contact information of the Enforcement team or the investigating team. So i have no clue on how contact
or investigate further without any way to ask for help from anybody on the xbox service agents or representatives.

Reached out to customer service again. They were unable to fix the problem either. Told me to file a report on xbox because could be a problem with my account

This is the second email when I asked about the games on my account, that I bought THROUGH MICROSOFT, on the STORE app.

Service Request *REMOVED PII*



Greetings Avery,

This is *REMOVED PII*again with Microsoft Customer Support. I am contacting you regarding your account takeover issue.

Thank you for your response. Since the attacker changed security proofs this caused the account to become compromised. Security proofs are how the customer can recover their account by sending a verification code, such as a phone number or email address. Once this is compromised, the attacker can recover the account themselves using the proof they added. Microsoft support is unable to assist in removing proofs due to privacy and security policies. Our only option at that point to protect the customers data is to lock the account down indefinitely.

Unfortunately, we are unable to assist with Minecraft. You will more than likely have to create a new account. You can try to contact Mojang support to see if they can assist with regaining access to your Minecraft account. Ultimately if they can’t assist, we are unable to assist, so you will need to create a new account.

If any other issues arise you may contact Microsoft Customer Support and one of our support representatives will be happy to provide further assistance.

We sincerely apologize for any inconvenience that you have experienced, and I appreciate your understanding and patience while this problem was investigated.





*If a response is received after 7 days this service request will be closed and will not be reopened. Once closed, you will need to contact Customer Support to create a new Service Request.



Sincerely,

*REMOVED PII*

Accounts & Billing Support Advocate

Microsoft Customer Support & Services

Wednesday – Sunday 7Am to 3:30PM CST

EDIT: Removed personally identifiable information (PII) from post.

Hey friend unfortunately we are unable to access account info or help with refunds. You would have to contact customer support and i would suggest changing all your passwords and update your security options.

You should be able to redownload/install the game using the same Microsoft Account which it was purchased.

Check
https://account.microsoft.com/billing/orders/ to make sure the game is listed on your account.

If you are still unable to reinstall your game, contact customer service https://beta.support.xbox.com/contact-us .