Unauthorised payment taken from my account

Hi Denise P, my name is Daniel. I am an independent advisor who is willing to help you.

For me, it is an honor to write to you and try to help you in any way possible, for my part I will do my best to try to solve any questions/problems you are presenting.

I'm sorry that you are going through this problem, it is strange that someone has used your account to buy a game since when associating a payment method in Xbox/Microsoft a verification is requested by PayPal, it is something very strange, however, the only solution is to contact Support directly:

https://support.xbox.com/contact-us/

There you enter that link, select the contact us button, enter the problem you are presenting and then you will be redirected to a live chat with a support agent. Sometimes an automatic bot will answer you but you should keep trying until you talk to a real person.

You can also take a look at the following page:

https://www.paypal-community.com/t5...o-find-a-list-of-linked-accounts/td-p/1292098

Note: This is a non-Microsoft website. The page appears to be providing accurate, safe information. Watch out for ads on the site that may advertise products frequently classified as a PUP (Potentially Unwanted Products). Thoroughly research any product advertised on the site before you decide to download and install it.

Remember that this is a public forum of the Microsoft community where we are players like you who try to help/guide other players to find the solution to the problems they are experiencing, however we do not belong to Microsoft, this means that we do not have access to the accounts or information of other players.

If you have any other questions, let me know, I will be happy to continue helping you.

Best regards,
Daniel.

If they said "no" then that is that. I recommend removing your payment information from the account to prevent more unauthorised purchases. Since you are the parent and likely created the account, you are responsible for everything that happens.

If you believe that your account has been accessed by an unauthorised 3rd party you can contact support and request an unauthorised access case and investigation to be carried out on your account. As you say the time stamp shows the purchased happened
while you were logged into your account and playing actively the unauthorised purchase must have taken place on the webstore or app. If you check your login history from the security tab on
account.microsoft.com you can see if your account was accessed from a new location at that time.

You should be aware that during an unauthorised access case your account will be locked out for up to 7 days while they carry out the investigation.

If after the investigation is complete and they find your account was accessed by a 3rd party they can refund you for the unauthorised purchase

Hi Martin,

I'm sorry to hear about this situation, but unfortunately there isn't anything we can do regarding this situation on the forums. Refunds are not handled on the forums and fraudulent charges will need to be taken care of by your bank. I'm not sure why your
bank is pushing back your request but you should ask them why they are not following through on a fraud claim to begin a chargeback process. Most banks require you to report the issue within 48 hours and require proof that fraud is taking place. You will likely
need to show them pictures of your
Microsoft account order history to match timestamps. You can also check your
Microsoft account's recent activity to see if the account was logged into a device you are not familiar with and the times as well for the past 30 days.

If the charges are taking place on your account then simply changing the password will solve the problem if you believe someone else is making these charges on your account. Someone would have needed to get the account login information to login and make
these charges or have access to a device that has the account signed into it. Most hackers or phishers will change login information to something of their own and effectively take over an account. If you could still login after the charges took place, it's
unlikely the account was taken over by a hacker or phisher since the charges wouldn't have any benefit unless the account was owned by them since digital purchases on the Microsoft Store only work on the account they were purchased on.

You've already spoken to customer support and were told to contact your bank and unfortunately the only way to get your money back is to file a fraud claim with your bank and request a chargeback for unauthorized purchases. Since there is nothing else we
can do to help on the forums besides provide this information, we will be locking this thread to prevent the same answers. I hope your bank can assist you with this matter.

I have cancelled all cards and now the only payment method is a gift card. A MS colleague did tell me on 23rd of May that he would cancel the payment method but didn't and that cost me another £2,500. Our bank wrote to us in May saying they contacted MS
requesting that this payment method was not to be used for Microsoft.

I am in the middle of an Xbox web chat with another of your colleagues who keeps telling me to contact our bank. Our bank say to contact you.

I have talked by phone to your colleagues on several occasions and they all say there's nothing they can do and it was probably my son - it wasn't and payments were usually made early hours of the morning or when he wasn't there and also when controllers
were locked away. These purchases were not made by anyone in our house and we have been badly let down by MS on the 2 matters mentioned above and also an apparent huge security issue on your software.