Xbox Live Support team deleted my email account.

dreenbmp · Sep 15, 2019

Hello. I just want to rant about a little frustration I had during an experience with an xbox live support rep.

I was trying switch an old email account to a primary email for my gamertag to be associated with. The primary email I wanted my gamer tag to go under, and the rep told me I could not use a Hotmail account. He told me I needed to:

1.) Make a new outlook account with the same name (just put outlook instead of Hotmail)

2. He made me remove an alais on an email associated with the Hotmail.

This made me delete my Hotmail account. Upon telling him "I can't sign in to my account anymore" He told me, oh because we made the new outlook with the same name the old email will transfer. This obviously wasn't the case, because I had no new emails, nothing.
Now when I try to sign into my old Hotmail it says the "account does not exist". I've called support multiple times. They told me there is nothing they can do. Nothing they can compensate me for it. What's even more strange, is they said they can see the old
Hotmail account is associated with my new one on their end. But they said it was "gone forever now"

This normally wouldn't be a huge deal, but I have SO MANY accounts associated with that email, that now I can't recover/or ever change the email address because I don't have access to it. So basically I get years information removed, and accounts locked
because a rep told me to do something. Not that it would give me back everything I lost, but they wouldn't even compensate me for anything, even though it was 100% there fault.

:)

XBF Brad A

Hello Dreen,

We are truly sorry for what has happened in this situation. When you log in on the outlook, do you still see your old gamer tag that is on the account? Do you have all your games and that? As for the other accounts tied to the Hotmail email. There is nothing
at this point that can be done to recover that., and we here on the forums are at a loss as we cant access any of the information needed. I will go ahead and lock this as there nothing more we are able to do. You can request a call from support, and put in
a request to talk with a supervisor about the representative.

Thanks,

Brad

dreenbmp

I already knew the info. I'm just upset that an Xbox rep was the one who told me to do it over the phone. Seems like something a rep should know before they tell someone to do it. I'm even more upset that it was 100% Microsoft/xbox supports fault that
I lost my email, and all I get it "sorry you can't sign on anymore."

Great customer support.

dreenbmp

It has only been 3 weeks. I cant recover it because it says the email address "Does not exisit". So I can't sign in to reopen the account.

XBF Amber M

Hi dreenbmp,

Thanks for reaching out to us in the forums concerning this situation and we'd be happy to help as best we can. If this has occurred
within the last 60 days, then you're still in the waiting period before permanently deleting the account at your request. Per the Microsoft support article entitled

How to close your Microsoft account:

"During the waiting period, your account is marked for closure but it still exists. If you want to reopen your Microsoft account, just sign in again within that 60 days. We’ll cancel the account closure, and everything will be just as you
left it."

This additional support article should prove helpful as well if you're within the 60-day grace period: Reopen your Microsoft account.

I hope that this information helps you out.

XBF Steven R

Hey there dreenbmp

Thanks for reaching out to the Forums for insight on this situation. I'm sorry to hear that you have found yourself in as of now but as stated in the support article entitled How
to change the email address associated with your Microsoft account " If you choose to remove an alias that uses a Microsoft domain such as @hotmail.com, @outlook.com, or @live.com, that alias will be completely deleted and will not be available
to sign in to any Microsoft services.".

If you ever do want to go ahead and change your primary email address in the future, I suggest reviewing the aforementioned article to avoid this problem entirely.

I hope this information was helpful.

Thanks for reading!

Xbox Live Support team deleted my email account.