X Box Account Hacked and cant get it resolved with Microsoft

You're welcome Gail and I appreciate your response!

I totally understand where you are coming from. Since you have contacted Microsoft Xbox Support via email, nothing to worry! The best way to contact them and for easier communication, is by using their Phone Support or Live Chat Support through this link:

https://support.xbox.com/en-US/contact-us#0

1. Click the category related to your problem

2. Click "See Contact Options"

3. Click on the related problem from the selection

4. This will show you an approximate fix for your problem, alternatively, click "Show Contact Options"

5. Once clicked you may choose between "Chat with Xbox Support" and "Request a Call from Support"

6. Fill in the required information and you'll be on your way to fixing your issue!

Note: Some issues may give you the option to "Message with an Xbox Gamer" (which will pair you with another gamer), in cases where your issue leads you to the forums it will hopefully be solved by either an Ambassador or a Microsoft Agent | Moderator. In cases that your issue leads you to "Chat with Xbox Support" or "Request a Call from Support", Xbox Support will do its best to ensure your unauthorized charges issue is solved.

For reference link: https://answers.microsoft.com/en-us...ave-them/97a9d085-ced3-4915-9a31-4b3314fb0a6b

I hope this information helps!

Best regards,
Darhyl

Thank you. Is there a group that has live Microsoft employees? This whole thing is very frustrating. The emails would ask for information. My daughter would send what they wanted and then they would ask for information again the same information and now they say it’s after 14 days and it’s too late. She can’t afford to lose that money. She has already tried talking to her bank and they won’t do anything.

Hi Gail! I'm more than happy to help you!

Thank you very much for reaching out to us. I'm so sorry you are experiencing your grandson's Xbox account being compromised. No worries, let me help you sort this out.

Based on the description it seems you have already performed the steps from this link as you have already contacted Microsoft Xbox Support. I understand that you have also received unauthorized purchases from the hacker. I know how frustrating it is and I would totally feel the same way if I were in your shoes.

https://support.microsoft.com/en-us...-account-24ca907d-bcdf-a44b-4656-47f0cd89c245

You may try to coordinate with your bank since these were fraudulent charges and provide them the screenshots of your conversation with Xbox Support for documentation. They will assist you with your refund request. I would also recommend you contact Microsoft Xbox Support again for further assistance as they have the tools and resources to properly investigate this case and possibly offer more solutions.

I would suggest you reach out to Microsoft Xbox Support through their live chat for faster customer service based on my personal experience. To contact Xbox Support Live Chat, follow these steps:

1. Visit the Xbox Support website: https://support.xbox.com/en-US/contact-us#0
2. Click on the "Contact Us" button in the right of the screen.
3. Select the issue you need help with and click on the "Next" option.
4. Sign in to your Microsoft account.
5. Follow the prompts to connect to a live chat agent.

For reference link: https://answers.microsoft.com/en-us...ive-chat/b75d470e-8c19-4399-bcc9-e6e0bc2ec2fd

Lastly, please be advised that we are only Microsoft Xbox users just like you here in this community. We are not Microsoft employees and we do not have tools to access your account or manage anything on the Xbox system.

Thank you for your kindness and understanding! Please feel free to let me know if you need anything else.

Best Regards,
Darhyl

X-box does'nt want what happend to PS3 = Hacked

So X-box forces you to apply these updates to prevent Homebrew and hacking.

No, we are just users and have no access to your account. But I can redirect you to a "non-virtual person" select phone support from there and that should help instead of chatting.