Why was my son's gamertag change without permission?

What a useless and unhelpful reply.

If you actually read my post, the account could not have been hacked as there are multiple guardrails in place to prevent this. I'm not going to reiterate the details, they're in the post above.

The "free" gamertag change is ONLY if the original name was auto generated during the initial account process. Since it was a custom name from the beginning, this option would not be available.

Additionally, no change could be made without any notifications being sent to me. My accounts are very secure. The issue is with Microsoft.

Don't speak unless you have facts. Did you look up the account and see where the change was initiated? No. You did not. All changes and their point of origin would be logged in the system. The one you do not have access to. Maybe you should actually try to do some work and look up what really happened instead of copy/pasting standard responses.

Hello, first it's a pleasure to be able to help you today.

My name is welcome to the community.

Hello, Gamertag exchange cannot be done if requested by the account owner, if you think the account may have been hacked follow the procedures below.

Secure your account after you've been hacked

https://support.xbox.com/en-US/help/account-pro...

As for Gamertag, the exchange system is fully automated and after making the free exchange, all exchanges are paid.

You can contact Xbox Support via the link below if you have any further questions regarding the Gamertag.

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

I will continue to update this to document my experience.

I requested a call back (only contact option there is besides these forums) and actually received a call right away. The "agent" on the line is just some call center worker that has no access to any information beyond what you see in your own account. They also have no ability to see their own system and find out what initiated a change, not do they have the ability to make any changes. Their sole purpose is trying to get you to give up or take notes and "escalate the issue to the higher ups".

Initially he tried to tell me the gamertag was changed to prevent the account from being suspended due to an inappropriate name. This is false, as there would have been communication from the Microsoft team that it was flagged as offensive as some people here have received. There is nothing offensive about the name metalhead3007. What he said was a lie and he admitted that he has no idea why it was changed, only that it did change on 1/29.

He tried to say that my son may have changed it, which is impossible because his account has no authority to make any changes. He can only request a change that seems a notification to me. Also, my son doesn't have the password to his account. I would have received a notification that he wants to make a gamertag change and it would ask me for the $9.99 payment. I tested this and it is all working. Even if his account was compromised, they could only request the change, and there would be multiple emails and notifications. The only way this change was made is by Microsoft. He admitted on the phone that he cannot see who made the change.

After about 45 minutes on the phone, he said he would escalate the issue and someone would get back to me in 3-5 business days.

I won't hold my breath on that one.

Eladio,

My son's gamertag changed without our knowledge. It had been used for years. Is there a reason why it may have changed?

^^ It only takes one valid report for any action to be taken by the enforcement team.