Why is there no way to contact the enforcement team directly?

David DTC · Mar 11, 2025 at 5:13 PM

I submitted a profile picture for my xbox account 5 or 6 times, tried different cropping to get it right. For each attempt I was given an automatic and silent suspension. I received no notification, no email, nothing from the enforcement team until the next day, when I was informed I had a 5 different suspensions, each giving me two strikes on my account. Keep in mind, the profile picture in question was approved by Xbox, and follows the community guidelines. I appealed each suspension. The 2 day, 8 day, and 23 day suspensions were overturned in my favor but for some reason the 365 day suspension was upheld. My account strikes went from 10 to 4. So I have 4/8 strikes on my account, yet face a YEAR LONG SUSPENSION for a photo that was approved by xbox.

As a reminder, each of the 5 suspensions was for the SAME photo, so I have no idea how 3 of the appeals could be approved and the others denied.

Of course to top it all off, I could not contact the enforcement team directly. I spend hours and hours online with customer service that notified me that I could not appeal the decision futher, there was nothing they could do, it was impossible to contact the enforcement team, and they were unable to access my account to remove billing options due to the suspension.

This is by far, the worst customer service idea. An independent, shadow department that has unilateral power in deciding whether or not you get a suspension, that is impossible to contact, call, or email.

:)

David DTC

I have appealed all of the suspensions. Each one was for the EXACT same photo. 3 were approved, 2 were denied. Of course, my shortest suspensions were appealed. Thank goodness I dont have a 2 day suspension, OOPS! Im still stuck with a 365 day suspension though.

Onyx Is Here

The enforcement team does not usually send emails with their response. You would need to check the same website where you filed the case review.

David DTC

I have checked every single inbox I have, and no message was ever sent from the enforcement team. The fact that the reality of this situation is that my appeal was successful for all my shorter suspensions, yet I am stuck with the 365 day suspension is ridiculous. Is there a department head or manager/CO of the enforcement agency?

What I have been hearing is that the enforcement department is just a computer program, which is why no one can contact the department.

I have hundreds of dollars of goods with that account, and the fact the best Xbox can do (when you all are the ones that made this mistake in the first place) is tell me to take a YEAR SUSPENSION for NO REASON, and just "take it on the chin".

Respectfully, the enforcement team is a sham, filled with con artists and thieves. And anyone who was responsible for making these policies the way they are should be ashamed and fired.

I've been a customer for 15 years, given Xbox hundreds if not thousands of dollars in purchases and licenses, and this is what happens when the enforcement team makes a mistake? My appeal was APPROVED, my picture was APPROVED...

The enforcement department must be a physical place to contact no? How is this even legal?

You all have lost a customer for life, and to anyone who reads this I hope you find a more suitable platform to game on. Ill tell you this, Playstation has an actual team you can talk to about this stuff... just saying

Onyx Is Here

Hello David, sorry to hear you've been suspended.

Unfortunately we are unable to help with enforcement issues. You would have been sent a message to the email associated with your account that gives more info on the suspension though. Be sure to check your junk/spam folders just in case.

You can also log in to https://enforcement.xbox.com to see the reason and duration of the action as well as open a case review with the PET if available.

Please note that a case review is only available for suspensions longer than 24 hours and the PET can take up to 48 hours to respond.

As much as I wish there was another way to contact them I'm afraid that this is the only way.

Smwutches

There is no way to contact the enforcement team directly.

Why is there no way to contact the enforcement team directly?