Formal Complaint — Compromised Microsoft Account and Loss of Access to Purchased Minecraft Product

I am extremely disappointed with Microsoft's account recovery and customer support systems.

I purchased Minecraft in 2019, originally through Mojang. Following Microsoft's mandatory account migration, access to that purchase became dependent on a Microsoft account. That account has now been compromised, and I have received security notifications indicating suspicious sign-ins originating from Indonesia and Spain, neither of which I have ever visited. I also received a notification that an unfamiliar email address had been added to my account's security information.

Despite these clear warning signs, I have been unable to recover access to my account. The recovery process repeatedly directs me to verification methods controlled by someone else, while Microsoft's automated phone support redirects me to the same online resources without providing a meaningful way to speak with a human representative.

My concern extends beyond the security breach itself. I understand that no security system is infallible, but a service's responsibility should not end when an account is compromised. Customers need a practical, accessible way to establish ownership and recover their purchases when their registered security information has been changed without authorization.

I am currently unable to access a product I purchased and have used for years. More importantly, I have spent approximately five years working on a Minecraft project that I can no longer continue developing because I cannot authenticate through an account that appears to have been taken over.

I am not asking Microsoft to bypass its security protocols. I am asking for a legitimate escalation process through which I can demonstrate ownership, have the unauthorized changes investigated, and recover access to my account and purchased product.

The current process leaves legitimate customers trapped in automated recovery loops, with no clear path to resolution and no meaningful access to human assistance. That is not an acceptable standard of customer support for a company of Microsoft's size.

I am requesting that Microsoft:

Investigate the suspicious sign-ins and unauthorized changes to my account's security information.

Provide a clear escalation path for account recovery when the registered verification methods are no longer under the owner's control.

Help me restore access to my existing Minecraft purchase without requiring me to repurchase a product I already own.

Explain what options are available to customers who cannot complete the standard automated recovery process.

I have retained the security notifications documenting these events. If this matter cannot be resolved through the available support channels, I intend to share my experience publicly, including the steps I took to seek assistance and the responses I received.

This is not simply an inconvenience. It is the loss of access to a paid product and years of personal work, compounded by a recovery system that has so far failed to provide a viable solution.

I would appreciate a substantive response and a practical resolution rather than another automated link directing me back to the same process.