Hi guys,
I have had an on-going issue with the security of my XBOX live/Outlook.com account. About 2 months ago it was “hacked”, I followed the process and recovered it. Once the account was recovered I noticed the security information had been changed to the hackers address meaning the hacker could quite simply recover the account, that being said, this is exactly what happened. I have tried changing the security information but you have to wait 30 days to do so and during this time period the hacker simply recovers the account and cancels the security information reset, I even changed the email alias to something new.
I have had many support calls raised with Microsoft, some have even been closed and given me a link to reset my password. I currently have a case opened with them requesting for them to reset my security information on my account and letting me create new details, this case has been open 2 weeks. I rang them 2 days ago requesting an update in a very angry manner and all the poor guy on the phone could do was log a new case and “escalate it” again, I was unable to talk to anyone that would actually be dealing with my issue. The service has quite frankly been awful and is completely out of my hands, I can’t quite believe a company as big as Microsoft cannot resolve such an issue in a respectable time frame.
Currently my account is apparently “locked” and can’t be used meaning I have no access to my XBOX or my personal email. I am not really sure where to go with this now, the only means of contact with them is the email web form which appears to take over 5 days to get a response, a support call to the first line representatives who can do nothing to my account or the online chat which is embarrassingly useless.
I just wondered if anyone has experienced anything similar and know where I can go with this or perhaps give me some advice. I would like to raise a formal complaint but again can’t see how or where to do this. I am even considering selling my XBOX One just based on principal.
I have had an on-going issue with the security of my XBOX live/Outlook.com account. About 2 months ago it was “hacked”, I followed the process and recovered it. Once the account was recovered I noticed the security information had been changed to the hackers address meaning the hacker could quite simply recover the account, that being said, this is exactly what happened. I have tried changing the security information but you have to wait 30 days to do so and during this time period the hacker simply recovers the account and cancels the security information reset, I even changed the email alias to something new.
I have had many support calls raised with Microsoft, some have even been closed and given me a link to reset my password. I currently have a case opened with them requesting for them to reset my security information on my account and letting me create new details, this case has been open 2 weeks. I rang them 2 days ago requesting an update in a very angry manner and all the poor guy on the phone could do was log a new case and “escalate it” again, I was unable to talk to anyone that would actually be dealing with my issue. The service has quite frankly been awful and is completely out of my hands, I can’t quite believe a company as big as Microsoft cannot resolve such an issue in a respectable time frame.
Currently my account is apparently “locked” and can’t be used meaning I have no access to my XBOX or my personal email. I am not really sure where to go with this now, the only means of contact with them is the email web form which appears to take over 5 days to get a response, a support call to the first line representatives who can do nothing to my account or the online chat which is embarrassingly useless.
I just wondered if anyone has experienced anything similar and know where I can go with this or perhaps give me some advice. I would like to raise a formal complaint but again can’t see how or where to do this. I am even considering selling my XBOX One just based on principal.
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