Hacked Xbox Live account

[Jaiguru]

Not so recently ago I had my Xbox live account stolen and nearly $200 charged to my CC for Xbox points. Thankfully I caught them while they were still busy charging more stuff to my account and was able to call Xbox and get them to freeze the account. They assured me that my account would remain frozen and completely unusable while they do an investigation that would take 20-25 days max.

Its now been 47 days and still not even an update on how much longer its going to take. They haven't even fully refunded me for all the charges to my cc.

My question is have any of you been in this similar situation and how did you handle it? Its getting to the point where I'm about ready to just call customer service and raise as much hell as possible until they at least refund my CC.

 

[jacktesterson]

call your credit card company

 

[Ross Ridge]

You can likely get your money refunded by calling the credit card company, but it will almost certainly result in your Xbox Live account being permanently disabled. You should try complaining to Microsoft first, although I don't know how likely that is to work.

 

[jacktesterson]

Nope I had same exact issue and credit card reimbursed me but my live is still fine

 

[nitromullet]

As an aside to this, you don't have to have a cc on file with MS for XBL. You can buy XBL Gold time and MS Points from a lot of different places, Newegg, Amazon, etc... Plus, it's usually cheaper anyway. MS charges $59.99 for 12 months of XBL Gold, and you can easily find it for $49.99 elsewhere.

 

[Schadenfreude]

And even if you do use your CC on Xbox Live, you can always log on using your PC and take it off - it's a pain to have to log onto your PC when you can enter on your xbox fine, but it is a way.

 

[Queasy]

When was the last time you contacted Live support about this? It is supposed to take 30 days to fix everything and you get 3 months of Live Gold free.

Your are the 2nd person I've heard this happen to. I'd follow up.

FWIW The hacks appear to originate from EA's servers. They gain the ability to buy stuff through your account. Best defense is to keep your passwords different.

 

[Jaiguru]

When was the last time you contacted Live support about this? It is supposed to take 30 days to fix everything and you get 3 months of Live Gold free.

Your are the 2nd person I've heard this happen to. I'd follow up.

FWIW The hacks appear to originate from EA's servers. They gain the ability to buy stuff through your account. Best defense is to keep your passwords different.

I spoke to them last weekend and all they could tell me was that they were still looking in to it and to remain patient. I expressed how upset I was and they offered me a 1 month gold membership that would be emailed to me so I could start a new account and play while I still wait for them to get my account back. And what do you know, it's been a week now and still no email with said code.

I fully intend on just using the prepaid cards from now on and leave my cc off the account. I just never expected my account to get hacked considering how cautious I always am. Still no clue how they got it.

 

[Dessert Tears]

And even if you do use your CC on Xbox Live, you can always log on using your PC and take it off - it's a pain to have to log onto your PC when you can enter on your xbox fine, but it is a way.

Is this current information? I tried a few months ago, and Xbox.com refused to remove my expired card since it was tied to a Gold subscription. I think it told me to call, but I expected that to happen and wasn't really paying attention. I had to add my new virtual card before I could remove the old one online.

 

[Jaiguru]

It's been 58 days now and still no account or refund on my CC. I contacted my CC company and they refused reimbursement unless I canceled my current card. There's really no point in doing that since they only have access to my CC through Xbox Live and I tried explaining that to them but still they're not budging.

This is some seriously bad customer service right here. Xbox finally told me that it was initially pushed back since I didn't have a second email on the account adding another 25 days to the investigation. Essentially they just threw me in the back of the line after I gave them the second email instead of continuing the investigation right there. Call me stupid but isn't that something that should have been done the day that I called in the hacked account?

Guess I'm just venting here but damnit... Has anyone else had this terrible of a situation with Xbox customer support?

 

[Ross Ridge]

It's been 58 days now and still no account or refund on my CC. I contacted my CC company and they refused reimbursement unless I canceled my current card. There's really no point in doing that since they only have access to my CC through Xbox Live and I tried explaining that to them but still they're not budging.

Sorry, I don't see why you wouldn't want to cancel your credit card if that's the only way to get your money back. People cancel their credit cards just to get Microsoft to stop automatically renewing their Xbox Live Gold subscriptions. It's not usually that big of a deal.

 

[Jaiguru]

Sorry, I don't see why you wouldn't want to cancel your credit card if that's the only way to get your money back. People cancel their credit cards just to get Microsoft to stop automatically renewing their Xbox Live Gold subscriptions. It's not usually that big of a deal.

Microsoft assured me they'd fully reimburse me I just have to wait until they finish the investigation on my stolen account. It just doesn't seem worth it to me to have to close and open a new card since I use it for everything.

 

[Matripe4]

after the PSn hack there isn't a hack that will surprise me anymore!

 

[ramj70]

This just happened to me. I have not logged on in few months. I got a call from my bank telling me they blocked a $75 charge through xbox live. I told them I did not authorize it. However a $49 charge did go through. They refunded the $49 charge after I filled out a fraud form. I also contacted Microsoft and opened a case, after a couple of weeks I got an email stating someone got into my account. They gave me 3000 ms points and two free months of gold membership. I had to change my password and reactivate the account. Customer service was excellent for me.