Xbox Enforcement Team

Hi Xbox you have suspended me for following your advice i purchased a game from the marketplace that for some reason charged my bank three times so i contacted Microsoft on the live chat and i was told to contact my bank as they can only see one charge so
i did i contacted my bank they reversed the payments and i carried on but recently the bank must have concluded the investigation and i received the refund from Microsoft themselves, so i received my suspension due to marketplace theft... well ok i guess it
was a charge back but when i open a case and prove to them that i was only acting on the instructions of the support staff the suspension will be lifted and i can carry on as normal, well that didn't happen they upheld the decision to suspend me i have the
log number for the chat i had with Microsoft telling me to contact my bank i have tried for hours to talk to someone who can help but they all tell me to contact the enforcement team however the enforcement team don't have a phone number or an email address
so how can i discuss my case further with anybody?

Original message sent to the enforcement team.

Hello, I have been suspended for marketplace theft. I believe this was caused by doing a chargeback on my account with my bank. I spoke with your support team on 11/1/17 (case number 1402954902). They told me to do the chargeback. I spoke with another agent
on 2/1/18 (case number 1413955103) who confirmed this and helped me submit this review. I feel this action was caused by being mislead by your support team and hope that this can be overturned please.

Case Review Status after them reading this and investigating: Decision Upheld

service request number: 1414052180. (recent complaint to *** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. ***)

Hi Daniel,

A Microsoft employee notified us of the issue you are having. An escalated support request has been logged.

One of our senior engineers located at Microsoft Corporate offices will be in contact with you. Please expect a call within 24 hours during week days. If we don't have your preferred phone number, we will reach out by email to set up a good time to call.

If you don't hear from us within 48 hours, please email L:
*** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. *** with this service request number: 1414052180.

If your issue is immediate, you can call
standard support directly.

Respectfully,

Customer Service & Support

Microsoft Corporation

Still waiting for them to call me back they are over the 24hours i have been told i can ask for them to start an escalation again which will start the process again, thanks Microsoft as helpful as ever.

How you can call what you offer support with such a disjointed team is beyond me i would appreciate this matter dealt with asap to avoid more embarrassment on your part.

:)

 

Meaningless Suspension

The Xbox enforcement team does not life ban lightly, does anyone else use your account?

 

One thing that we're maybe forgetting...

Why do you think the xbox one has mandatory checks on games within 24hours and Sony doesn't? It's blatantly obvious Sony won't enforce the same level DRM as the xbox one.

 

The Xbox Enforcement Team does not use these forums. For information about your account suspensions or bans sign in at this site with your account at
https://enforcement.xbox.com

Xbox Support does not have anything to do with ANY enforcement actions made against any account. Xbox Support can neither impose or remove an action made by the Xbox Enforcement Team. This is by design.

Below is a link to what's considered market place theft by Xbox Enforcement.

Since you've stated that you have support incidents logging this issue and that the incident has been "escalated" it will be up to the Xbox Enforcement Team to review the issue and either remove the suspension or leave it in place.

I would suggest you keep an eye on your email as well as your junk/spam folders for any further contact from them.

As for posting your issue and support incident numbers here, there's nothing that anyone here in the forums can do with that information to assist you. It's mainly users helping users here, this is not Xbox Support

What are some specific examples of marketplace theft?
Marketplace theft includes, but isn’t limited to:

• Purchasing content from illegitimate third-party websites
• Getting, asking for, or using redemption codes illegitimately
• Attempting to abuse Microsoft refund policies
• Gaining refunds (“chargebacks”) through a bank or other financial institution for the purposes of circumventing Microsoft refund policies
• Using a system glitch or loophole for financial gain
• Successfully using a redemption code or other content and then claiming that the code or content didn’t work
• Participating in behavior that unfairly financially harms Microsoft or its partners

Xbox Enforcement | Stay Safe

 

you are only allowed to refund one transactions per year

And the actual proper method of doing it is going thru support

This is how you were supposed to handle it

And no you don't get any contact number because it prevents harassment

Why would you even think it's normal when no online services allows their enforcement teams to be harassed

Actually xbox is the only console service that even allows case reviewa

Pc servixes allow only thru forums also

So nothing you are requesting is normal

Also should be noted ms is not xbox enforcement or support

Nor do support have any say in the matter

The correct procedure as hazmat pointed out is to contact xbox support

Only refund one thing per year and yes anymore then that will result in a marketplace suspension and no support cannot reverse it

If they only see one even you can check
https://commerce.microsoft.com for your transaction and charges history

Because you charged back 3 charges instead of one that's why you would be in violation you can make purchases once your marketplace theft suspension ends

Going thru your bank was wrong

Your bank will even tell you that

It is no big deal for them but because of the 1000 dollar charge back fine that Ms gets issued you really didn't expect them to punish you for it?

Yes charge backs are expensive and the banks don't care

They will tell you upfront you are responsible for any actions the merchant takes against you

You are supposed to work with the merchant as per your card holder agreement which is normally the refund proccess

If they don't see 3 transactions which would be listed on your commerce account

They can't refund it

Maybe you did it a cross accounts or whoever you are sharing with which is why you never allow anyone access to your account not even your dog spot

The normal proccess is to contact support ask them

If they find the repeat transactions which would should on xbox commerce not Microsoft accounr

They will refund it 3-5 business days plus however long the bank takes 30-90 days

If you skip this proccess and goto your bank well

You deal with the consequences

 

"Because you charged back 3 charges instead of one that's why you would

be in violation you can make purchases once your marketplace

theft suspension ends"

Microsoft support told me to go to my bank (i have proof with a chat log number)

"The correct procedure as hazmat pointed out is to contact xbox support"

Microsoft support told me to go to my bank (i have proof with a chat log number)

"Going thru your bank was wrong"

Microsoft support told me to go to my bank (i have proof with a chat log number)

"You deal with the consequences"

Microsoft support told me to go to my bank (i have proof with a chat log number)



"Actually xbox is the only console service that even allows case review"

Do you think proving that i did as i was told by Microsoft support should overturn my suspension?

Are you telling me that i cannot trust Xbox live supports information?

 

"As for posting your issue and support incident numbers here, there's nothing that anyone here in the forums can do with that information to assist you. It's mainly users helping users here, this is not Xbox Support"

Xbox has support? where is it? I have tried everything and haven't had any support what so ever.

 

"Do you think proving that i did as i was told by Microsoft support should overturn my suspension?"

- Xbox Support does not and cannot impose or remove any suspension.

- Only an actual person from the Xbox Live Enforcement Team can impose or remove a suspension or ban on the account.

You posted - "A Microsoft employee notified us of the issue you are having. An escalated support request has been logged. One of our senior engineers located at Microsoft Corporate offices will be in contact with you."



- Based on that, if that was from another agent, then you should be receiving contact.

You can contact Xbox Support here -
https://support.xbox.com/contact-us

If you're in the states you can call them at 800-469-9269

If you haven't been talking with Xbox Support, I'm not sure who you've been working with.

 

"Only an actual person from the Xbox Live Enforcement Team can impose or remove a suspension or ban on the account."

The only way to contact them is a case review and no other way after that but stupid if you ask me.

Which make me wonder, who are the enforcement team? Do they actually look into cases? Do they ever overturn suspensions? Why does nobody manage them? Where is the complaints procedure for the enforcement team surely they don't just have free reign to do
what ever they like they must be held accountable by somebody, that's who i need to speak with as i believe the enforcement team has failed.

And yes due to Microsoft misleading me i do think that the suspension should be overturned as i followed the correct procedure to get a refund i did contact Microsoft its not my fault they gave me incorrect information i informed me they cannot help and
that i should go talk to my bank.

"You can contact Xbox Support here -
https://support.xbox.com/contact-us"

As you have already stated they have no power what so ever.

"If you're in the states you can call them at 800-469-926"

I am in the UK but once again these people have no power.

"If you haven't been talking with Xbox Support, I'm not sure who you've been working with."

I don't think talking with basic support over any issue is advisable as they mislead consumers.

I will now await a senior engineer to eventually phone me from Microsoft corporate, my suspension will end on Thursday morning but i am not giving this up i have lost a weeks gaming due to this i took a week of work to play Monster Hunter World with friend
and haven't been able to play it at all i expect to be compensated for the pathetic support and advice given to me by Microsoft, Maybe its time to buy a PlayStation.

 

"Only an actual person from the Xbox Live Enforcement Team can impose or remove a suspension or ban on the account."

The only way to contact them is a case review and no other way after that but stupid if you ask me.

- Its by design

Which make me wonder, who are the enforcement team?

Do they actually look into cases?

Do they ever overturn suspensions?

Why does nobody manage them?

Where is the complaints procedure for the enforcement team surely they don't just have free reign to do what ever they like they must be held accountable by somebody, that's who i need to speak with as i believe the enforcement team has failed.

- The Xbox Enforcement Team is a closed group. And most likely because of the chargebacks from the bank is why your account was flagged for marketplace theft.

- They do overturn suspensions on occasion

- They have a management structure just like any other group

- The Xbox Enforcement Team reviews the information and they make the determination. You made chargebacks and they determined that was theft. In this case it sounds like there's a case for them to change it.

And yes due to Microsoft misleading me i do think that the suspension should be overturned as i followed the correct procedure to get a refund i did contact Microsoft its not my fault they gave me incorrect information i informed me they cannot help and
that i should go talk to my bank.

- I'm not sure that you'd get a refund if you have had the bank do chargebacks

"You can contact Xbox Support here -
https://support.xbox.com/contact-us"

As you have already stated they have no power what so ever.

"If you're in the states you can call them at 800-469-926"

I am in the UK but once again these people have no power.

"If you haven't been talking with Xbox Support, I'm not sure who you've been working with."

I don't think talking with basic support over any issue is advisable as they mislead consumers.

I will now await a senior engineer to eventually phone me from Microsoft corporate, my suspension will end on Thursday morning but i am not giving this up i have lost a weeks gaming due to this i took a week of work to play Monster Hunter World with friend
and haven't been able to play it at all i expect to be compensated for the pathetic support and advice given to me by Microsoft, Maybe its time to buy a PlayStation.

- You won't be compensated.

- Hopefully the suspension will be reviewed and overturned.

- Playstation has an enforcement team as well. They do not have a case review process.

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