Unauthorised Purchases on my XBOX Account

YoUnG GrAvY 118 · Aug 1, 2019

Hi I have made a request for a refund from Microsoft for a large number of unauthorised purchases on my XBOX account. These purchases were made both on games that are not installed on the XBOX and when we were away.

I have made a request for a refund but been kicked back by Microsoft, I have changed all the passwords etc on the account and had to cancel my card and seal my accounts to prevent further fraudulent purchases.

I have asked that my case be reconsidered we are talking about £1187 in seven weeks, I saw five purchases going through on the day I noticed and my bank would not stop them so that was another £200. Its crazy its not the first time but always on GTA so my
son is banned from playing it for the last 6 months under pain of death and I've checked yet purchases were being made in this seven week period on Megladon cards for GTA.

I need to resolve this but I don't want to punish my son and cancel our XBOX account because we just cant believe that Microsoft are protecting out data and card details.

Any help appreciated

:)

Pyrosplayhouse

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.

steeledwand7664

Unfortunately no one here can answer that question for you.

If you feel that your account was compromised you can follow this support article link for compromised accounts:

https://support.xbox.com/en-US/my-account/security/compromised-account-solution

You can also talk to a MS xbox support agent by going to support.xbox.com/contact-us and talk to them about your account being compromised.

Otherwise if you already tried filling out the refund request form by following this link

https://support.xbox.com/en-US/billing/xbox-subscriptions/digital-goods-subscriptions-refund

and they sent you an email back saying that your refund request was denied you would need to reply to that email to find out the reasoning why.

YoUnG GrAvY 118

So are you saying I am simply stuffed and its just tough luck that these fraudulent purchases have gone through?

I do appreciate you replying as quickly as you have but I have no recourse whats so ever?

I have changed cards changed log in details etc. Its not the first time how do I get this considered at a sensible level, obviously I have requested a refund and been told no but when you request a refund there is a limit to what you can say on the form.
I have now been able to reply to the decision and hope the additional data provided will help. I have been refunded in the past.

Thanks

steeledwand7664

No one here in the forums has access to your accounts so do not have the ability to look at your account information.

The best thing to do is to do what Njal the Blue suggested and to contact xbox support directly and let them know that your account has been compromised and that there are unauthorized charges that have been placed on the account.

They will then fill out what is called an escalations form with information about the account and send the information up to their escalations team who will then investigate and determine if the account was compromised and if so they will then have the ability
to refund the money back to you.

YoUnG GrAvY 118

No it wasn't my son the games are not on his console that the purchases were made against so I can be assured that they were fraudulent. My Bank says quite simply I voluntarily put a card on my account therefore its not considered as fraudulent. Its bonkers!
Some of the purchases were made when we were away. No one has access to his machine and they are taught about the issues of security.

I can see that I will just simply cancel the XBOX account and get a play station

Unauthorised Purchases on my XBOX Account