Locked out of account, useless support, finally got a case opened that just randomly closed with zero update, THIS IS THE WORST EXPERIENCE EVER HELP ME

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Locked out of account, useless support, finally got a case opened that just randomly closed with zero update, THIS IS THE WORST EXPERIENCE EVER HELP ME

Ian 0

Hello,

On august 18th the company I work for got hacked and my email and accounts got hacked as well, in just a minute the hacker was able to log into my old Microsoft account (made a new one just to try to get help) and was able to change all my passwords, emails, phone numbers and data. Microsoft never flagged it, never stopped it, I only got the notifications and by then it was too late. I am still being charged for game pass, I have had this account for ages and have progress in games and other stuff that I can not just lose. Every other service I got hacked on I was able to get back with zero issues because of how blatantly obvious the hack was, except Microsoft. Here begins my horror story of dealing with the joke that is Microsoft support and having to beg for help wherever I can.

It started with the account recovery helper, I would go through the automated help page, where I would be told there is no issue with my email, but when I try to login it says email not found. I Have all the emails the hacker used to get into my profile, so when I go through with the new changed email, I can begin a forum for account recovery. I would give all my info including credit cards, xbox id, birthday, and previous passwords and it would always respond INSTANTLY with "we can not recover and verify your account" which tells me that not a single human being has looked at this. I do this for a few days since you can only try 2 times per 24 hours, and get the exact same response, every time. I then try to do the same thing but through xbox and I get the exact same response.

Begrudgingly, I make a new Microsoft account to earn myself the privilege of starting a support case, I was even lucky enough to get to chat with a real person!!!!!!! (maybe you shouldn't have laid of those 60k people because this is a joke) After a very brief, but real review with my newfound human friend, she INSTANTLY recognizes the suspicious and malicious activity. She then sends me a forum to fill out that will escalate this to the higher ups for review. I fill out the forum, it asks me some more questions than what I was used to and I submit it.

Then begins my most recent email chain with Microsoft, they tell me that they need new info and I happily provide it, believing I might finally have a chance at getting my account back.

I then provided

4 known device ids

my windows machine device Ids

all of my xbox's serial numbers and device ids

all of my payment info

the entirety of all the content and apps I own on xbox

my password change history

all my previous information, emails, phones, etc

and 10 receipts of various purchases I had made on the account

I spent some time digging up all this information and was hoping that finally SOMEBODY would help me. they said up to 5 days for a response in the email asking for the info, it has been 4 days now and I sent a follow up because I never received a response to my info, and to my horror and dismay, I receive an email stating that my case had been closed and they had "tried to contact me and sent an email informing me of the closure" I HAVE RECEIVED NOTHING ACROSS ANY OF MY EMAILS, I have been watching my accounts like a F*CKING hawk day dreaming about the luxury of having basic support for an account that IM STILL PAYING FOR, so that I can FINALLY get my hacked account back

I'm running to the ends of the earth doing whatever I can to figure out how to get help for this and I'm at my limit, part of me wants to fly to Washington myself to talk to a real human

Please help me, I beg you

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Answer 1

Hi, @Ian

I'm really sorry you're dealing with this, and honestly, the closed case with no email is the part that would push anyone over the edge. Let me be straight with you about what can and can't be done, then give you the steps worth trying.

First, the hard truth: account recovery is an automated process, and support agents are not allowed to reset passwords or change account details, no matter what documents you send. If the hacker turned on two-step verification and you can't reach any of the verification methods, the form cannot override it. That's why the "we can't verify" reply comes back instantly.

What I'd do now:

Follow up on the closed case instead of starting over. Go to Xbox Support, select Contact us, sign in with your new account, choose Account & profile, I can't sign in, Compromised/hacked account, and ask for chat or a callback. Give them the case/SIR number, the date it was opened, and say you never received the closure email. Ask them to confirm whether it was actually reviewed and to re-escalate it. Also check the junk folder of the contact email you gave them, since those replies come from @ accountprotection.microsoft.com.

Resubmit the recovery form, but differently. Fill it out from a device you used before (your Windows PC or on the same network as your Xbox), at home, in a private browser window. List every old password you remember, your gamertag, Xbox console hardware ID, and purchase details. It is recommended that you change the details each time rather than resubmitting the same answers, and you get two attempts per 24 hours.

Stop the Game Pass charges now. Since you can't reach the subscription from inside the account, call your bank or card issuer, explain the account is compromised, and block or dispute the recurring charge. You can also ask Microsoft billing support (through your new account) to look up the charges by card number.

One more thing: please don't post your case number, emails, or receipt details here publicly.

I know this isn't the "we fixed it" answer you wanted. If the case follow-up or the form gives you anything new, reply here and I'll help you with the next step.