Xbox/MS refuses to lift security hold from my account?

SSSolidSloth · Aug 8, 2023

I'm genuinely at a loss with this situation, as I've never dealt with anything like this before, and I hope to get any helpful advice on where to go next.

Typically, I put a freeze on my debit card when I'm not using it, and this is something I completely forgot when trying to pre-order a game last week. I tried purchasing it a few times and figured it was an error on the store's end. Eventually, I got an error stating I needed to contact support. After a few conversations with agents and supervisors, I found out that I'm entirely barred from purchasing anything due to 'suspicious activity' on my account. I had this escalated a few times, and they all came back with the same message.

I tried again and was able to speak to an agent who gave me clear clarification on what exactly was going on, and he explained by trying to purchase this one thing flagged their system and made it seem like someone comprised my account. I was told this is a pretty typical issue and minor, easy to fix.

Had it escalated again - denied.

I currently don't have any suspensions or enforcements tied to my account and never have, so this has me feeling pretty frustrated. I was told to make a new account (which didn't help) or purchase codes from another site to redeem. I was even advised to cancel my debit card and try re-purchasing with the new one, which also didn't work...Even though these are options, I'm more interested in getting this resolved as it feels too extreme for a minor issue.

I did file a complaint with the BBB, which I don't really think'll do much. Do I have any other roads to try, or this is seriously it?

:)

EzequielNeves19

Hello SSSolidSloth.
My name is Ezequiel. I'm an Independent Consultant and I'm happy to help you today. The Xbox system is really complex in relation to fraud, really anything they understand as different, they block the account and it's a headache to try to reverse this situation, I always suggest insisting with support, they are the highest authority in this matter and the only ones who can solve your situation.

PHILLYSWHITE

Actually it is within the power of the enforcement team to lift a ban on an account or a console. And unfortunately if they refuse to do so i will have to leave the xbox community and move on to the playstation community.

Daft Badger

Your "friend" should follow the instructions here
https://support.xbox.com/en-GB/my-account/security/compromised-account-solution

There is no guarantee the ban will be lifted though.

Mistress Sara

Hi there,

You'll want to reach out to the card issuer about the hold. Odds are they put the hold on the card as security measure.

Keep in mind, it may still take a day before the hold is lifted. At least that's how long it took the last time I had a hold on a card put on hold.

steeledwand7664

What it sounds like is this.

Whenever doing something major (changing passwords, changing emails, changing security proofs, changing regions) on an account MS requires a code be sent to what they call a security proof which is normally either an email address or text to a phone number
for security purposes. This is done to protect your account from unauthorized access.

When the account holder no longer has access to one of the security proofs BUT still has access to the email and password on the account MS will allow you to change the security proof on the account BUT it takes 30 days for that security proof change to
take affect this is to ensure the security of the account. Once the 30 day hold is put into place there is not stopping it. You will still be able to sign into the account and everything but you will not be able to do anything that requires a security code
verification being sent out.

Xbox/MS refuses to lift security hold from my account?