XBOX Risk Block - Disheartening

Hi Support.

I was having issues making purchases on 360 and XB1 using payment method I had setup etc, I was told via support, there was a risk block on my account, this has since been escalated to upper tier, and I have a lovely girl investigating the situation and
working to reinstate my payment methods.

I am really disheartened with all this, I have been a long haul XBOX User for many years, putting in thousands and thousands of hours....and pounds into this company for a hobby I love, now I understand risk blocks sometimes happen due to high spending activity
and what not, but XBOX has picked the worst possible time for this. I was told by the rep not to purchase anything at all while my payments are being sorted, but the Christmas daily deals are here, and I can't purchase anything and am missing out on all the
festivities.

As a long time user, who spends thousands and stays loyal to MS I feel like I've been slapped in the face at the worst possible time, why a risk block was placed I'll never know. My payment habbits have always stayed the same, I'm told this can take 3 -
20 days. I really feel for anyone else who is legit and has this happen to them at Xmas.

:)

 

RISK BLOCK

If they already escalated the issue... more than like Tier 3 support is working on it. It can take longer than 24-48 hours but that is the time frame that they try to get things done in. However, if your case or "service request" (SR) was not escalated
properly and was set to be closed out or something like that, then Tier 3 might not have even gotten it. I would call back and ask them to check the status of your open SR, if they tell you that you have no open SRs then ask them what the notes say about
what was done by Tier 3, if there are no Tier 3 notes ask them to submit another SR. It happened to other people that I have talked to where the customer service rep closed the case by accident, so it never got submitted to T3 in the first place.

 

RISK BLOCK

Xbox has put a Risk Block on my account. This block keeps your credit card from being charged anything to include your live subscription. According to Xbox this for my protection. Cool, but no one at Xbox can tell me what caused the Risk Block to be added
to my account. When I called them on the 6th of Dec, 2013 they escalated the case to Advocacy Care or Tear 3. They said that I would take 2 days to resolve and that I would be contacted by the advocacy team within that 48 hour period. Well it is now the 11th
of Dec, 2013 and I have not been contacted by anyone from the advocacy team. I have called back every day as directed by the associate that I talk to at Xbox customer support but nothing is ever done, and the only thing that they can tell me is that the issue
has been sent to the advocacy team and they do not know why it has not been taken care of since it is only a two day resolution. Does anyone have any advise as to what I should do now or who I can contact to resolve this issue. Putting a new credit card on
file does not do anything since the block is on the whole account.

 

Sorry to hear that you're upset. I would be as well. There are two options open for you right now. One is to stay on top of phone support to let them know they're missing out on a lot of sales the longer this issue takes.

The other is to create a new account and attach it to your family on the console. It will share the Gold membership so you should be able to take advantage of those sales on the other tag. Any DLC except for in game and avatar items can be shared on the
same console.

 

Phew it's been sorted out, pretty fast as well, rarely have to use MS Support, but my few encounters with them have been fantastic, thanks MS Support, and Happy Xmas all.

 

If you're talking to me about the thank you to support then you're welcome. However, the majority of posters on the forums are just simple gamers like yourself.

There are only a handful of support people on these forums and they have an S on their gamercard.