Unacceptable "Customer Service"

I am creating this discussion here because the customer service team is basically telling me they are unable to assist me and apparently all the supervisors are busy. So, here is my issue...about a week ago, my Xbox One account got hacked. I found out because
while I was away from home, I suddenly had $19.99 charges piling up on my credit card and texts stating that my account phone number, email, and demographics had be removed/changed. Now this was particularly frustrating because I safeguard my account information
very carefully and I am not the person who visits possibly compromising websites or opens suspicious emails...

I immediately canceled my credit card and contacted the "Xbox customer support team". They gathered all my information, send it to the "escalation team", and reassured me that this would be resolved within 24 hours. The next day I was contacted by an agent
who informed me that some information wasn't gathered, so I helped correct this over the phone and I was again promised that everything should be wrapped up and I should have my account back within a few hours.

Two days go by without any emails, calls, or updates of any kind...I recontact the "xbox customer support team" (after several lengthy holds and random disconnects) and I am token that the escalation team is a seperate entity and I would just have to wait.
Im then told that the process typically takes 1-3 days. I am at this point getting a little frustrated and wondering why on earth it takes this long for a simple confirmation of account ownership and a passwords reset all while I am paying for a monthly subscription
I am not receiving. A few days go by and I call back again with the intention of resolving this through a supervisor or by insisting I am put in touch with this apparently disconnected "escalation team".

I am again told (unsurprisingly) that I must continue to wait and that there is nothing that can be done to expedite this process. After requesting to speak to an supervisor, I am told that they are all busy. When I say that I will wait for one to become
available, I am told that there is nothing they can do either. In addition to this, I am told there is no possible way to contact the escalation team (which I know is total BS). Finally, as a last gesture of unhelpfulness, I am also told I will have to talk
to someone else at a later date in regards to reimbursement for the subscription I am paying and not receiving.

This is completely unacceptable for a problem that has occurred at the fault of Microsoft. I cannot get a clear answer on what is holding this process up nor can I get an actual timeframe on how long this will take to correct. I have been using Xbox and
have been subscribed to Xbox Gold for over 10 years and this experience is starting to convince me to switch companies. Apparently the xbox team is incapable of protecting my information and even more incapable of satisfactorily correcting the issue when it
occurs.

-Austin

:)

 

Unacceptable Customer Service

Customer service usually takes a year or two to get its *** together when a new console comes out; was pretty much the same with the 360's day too. Honestly, customer service is all about luck and being as concise and patient as possible. You were, but the
luck part failed you. Seems like you just have to stick with it and eventually get your power supply back. It's not worth laying down more money for a PS4.

 

Unacceptable Customer Service

forums.xbox.com/.../default.aspx

You can leave feedback on their service in the feedback forums,but you will get no response from them.

They are supposed to read the feedback,but i doubt they do.

-

Other than that jelhunted is right,microsoft never visit their own forums.

 

Guess what? The entire system does not drop everything just for you. You stated that you were told that there was a time frame for them.

 

@An Old Freak

Maybe you should learn to read before you comment. I clearly stated that I was given 3-4 different time frames, all of which were incorrect. You're an imbecile if you think it takes "the entire system" to give me control of my account back within a reasonable
amount of time. It's not irrational to expect a standard level of service from something you pay monthly for.