Unauthorised access and purchases

Hey, there!

Thank you for contacting us and welcome to the Microsoft Community.

My name is Darhyl. I'm an Independent Advisor and I will do my best to help you sort this out.

I'm sorry you are experiencing any trouble right now. No worries, I'm here to help you.

In order to secure your account further please make sure to remove all of your payment methods on your account on account.microsoft.com > payment and billing > payment option.

Then please change your account password on account.microsoft.com > your info > manage how you sign in

Also please update your security information as well

NOTE: before you proceed with the security update change, your account will undergo a 30 days security lockdown. Please check this link first before proceeding with this option. https://support.microsoft.com/en-us/account-bil...

Once you have secured your account, let's proceed with your denied refund request, nothing to worry! There is still a way for you to have your refund approved by disputing the refund email results.

You can reply and dispute to the refund email results, please help them understand that the refund should be granted and the transaction was made by a hacker.

No worries, I had a similar issue before and when I disputed the refund decision, my refund request was granted.

Please take note that the refund webform will reply within 72 hours via email.

Good day!



We haven't heard from you in 72 hours, so we assume that your issue has already been resolved. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question or start a discussion (microsoft.com)







Thank you for your understanding.


Respectfully,



Microsoft Moderator

I can't help you with your attempts at getting a refund other than to suggest you follow Microsoft's processes for requesting a refund and contacting your bank if they refuse to acknowledge the fraudulent nature of the transaction so you can initiate a chargeback or something like that.

As far as securing your account is concerned:

1. Head to https://account.microsoft.com/
   
2. Go to Security and change your password.
   
3. Also under security, go to Advanced Security Options and enable MFA (Two-step verification) for your account, you could even consider going passwordless.
   
4. While you're in Advanced Security Options, click "Sign me out" to force a sign-out of anywhere your account may be signed in.
   
5. Going back to the main Security settings, you can also check your sign-in activity so you can identify and flag which sign-ins weren't you.
   

MFA itself should fix most of your problems. My account gets several failed sign-in attempts per day but so far not one of them has managed to actually get access to my account.

Regards,

Jason

Thank you for the information.

Don't lose hope, since you have evidence that your account was hacked and the account is not yet fully secured (possibly the hacker has access to the security details) what we're going to do is I will reroute you directly to Microsoft Xbox Support and they can escalate your case to the Account Escalation Team.

Once they have secured your account, they can also process refunds for the purchases made by the hacker.

We do not have the tools here on our end to escalate your case since we are Independent Advisors.

But no worries I will reroute you directly to Microsoft Xbox Support so they can process your account escalation immediately.

Thank you so much for your time. I hope you have a great day!

Hello MrSandvile,

We hope you are doing well. Thank you for posting in Xbox Forums.

We understand that you discover unauthorize purchase to your account and currently unsure if your account is still appearing to be compromised. We know how important it is for you to secure your account especially if your cards are linked. Just to set your expectations, the Microsoft account is managed by a fully automated server and we don't have manual access to it. Microsoft takes the security and privacy of our customers very seriously. We are committed to protecting your personal information, and the careful account recovery process is designed to protect you from possible malicious activity. Please allow me to do the best I can to help you recover your account.

We recognize how crucial it is for you to access your account. Since we have a separate refund team for digital games and a live support staff for non-digital titles, we are unable to process any refunds as technical support. They are the team that confirms eligibility in accordance with the terms/policies of sales in your respective country. (Terms of Sale - Microsoft Store).

Account security and who you shared your credentials with are important factors in ensuring that your account is no longer compromised. You must exercise caution when clicking links, providing emails, or entering passwords, regardless of whether it is a person, a website, or a form, as the wrong people will undoubtedly want to use your information. In addition to what Jason of Oz mentioned, we advise you to increase the security of your account and guard against phishing. Please watch the video or read the article to learn more about how to protect yourself. Link: Protect yourself from phishing - Microsoft Support

Finally, we can only advise you to click the following link and read the content on the page. You can only get your compromised Microsoft account back in this way. Links:

• How to recover a hacked or compromised Microsoft account - Microsoft Support
  
• How to help keep your Microsoft account safe and secure - Microsoft Support
  

Any Microsoft support does not have access to secure an account; only you, the account owner, do. Account recovery and security are in your hands. We hope you'll have access to it again.



Sincerely,



Xbox Forum Moderator

Microsoft Community