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Wow was my Windows live/ Xbox account just hacked?

I just got "Fifa'd" myself. 9200 MS points charged to my account - and then had the privilege of watching the prick appear on my friend's list "playing" FIFA 2012 while on the phone with MS Customer Service.

I messaged the prick and he quickly signed off.

Anyway - MS Customer service tells me my options are:

- Shutdown my account while they investigate the issue. The charges will still be applied to my account until it's resolved and it can take up to 1.5 months.

- Option 2 "Pay the charges", change your password and continue playing Xbox Live.

I almost fell out of my chair when the rep said that. She said "she understands that might not be something I would want to do, but it IS an option.

I just laughed and said that has to be the stupidest thing I ever heard - and I'll just dispute the charges with AMEX - she then replied "That's probably a better idea".

I also informed her of the culprit's gamertag (JoshuaNiixon) and she confirmed she does in fact see him playing FIFA 2012 but there is nothing she can do about it.

Wow.

Wow.
 
gunstarhero said:
I just laughed and said that has to be the stupidest thing I ever heard - and I'll just dispute the charges with AMEX - she then replied "That's probably a better idea".
Click to expand...

Careful, that could get your account suspended.
 
Zoe said:
Careful, that could get your account suspended.
Click to expand...

What? I've not heard of this before. If you go ahead and report the illegal activity, you can ask your bank to refund you straight away and it won't result in MS suspending your account.

Only Sony suspend accounts if you try to claim back stolen monies through your bank.
 
Zoe said:
Careful, that could get your account suspended.
Click to expand...

Yeah - i sort of just blurted it out. She was cool and laughed about it - I almost felt bad for her... she's just responding with what she has been told. MS really needs to come up with a more confident and reasonable response. They should have left it at option 1 and said sorry.
 
Speedymanic said:
What? I've not heard of this before. If you go ahead and report the illegal activity, you can ask your bank to refund you straight away and it won't result in MS suspending your account.

Only Sony suspend accounts if you try to claim back stolen monies through your bank.
Click to expand...

Steam does it too.

He wants to reclaim his money without anything happening on MS's end. To them that looks like you're trying to get your money back while keeping what you bought.
 
Speedymanic said:
What? I've not heard of this before. If you go ahead and report the illegal activity, you can ask your bank to refund you straight away and it won't result in MS suspending your account.

Only Sony suspend accounts if you try to claim back stolen monies through your bank.
Click to expand...

I think he meant because I said "that's the stupidest thing I ever heard"

EDIT" Nevermind.
 
Zoe said:
Steam does it too.

He wants to reclaim his money without anything happening on MS's end. To them that looks like you're trying to get your money back while keeping what you bought.
Click to expand...

Oh, right. Apologies for snapping, I thought you were saying something else.

Silly me.
 
malfcn said:
And yet, we cannot remove a CC from our accounts.
Click to expand...

You can. If you're in the US, changing your region to Illinois allows you to remove your details. If you're not in the US, it's a 5min call (possibly more dependent on CS rep who takes your call) to remove details.
 
gunstarhero said:
I just got "Fifa'd" myself. 9200 MS points charged to my account - and then had the privilege of watching the prick appear on my friend's list "playing" FIFA 2012 while on the phone with MS Customer Service.

I messaged the prick and he quickly signed off.

Anyway - MS Customer service tells me my options are:

- Shutdown my account while they investigate the issue. The charges will still be applied to my account until it's resolved and it can take up to 1.5 months.

- Option 2 "Pay the charges", change your password and continue playing Xbox Live.

I almost fell out of my chair when the rep said that. She said "she understands that might not be something I would want to do, but it IS an option.

I just laughed and said that has to be the stupidest thing I ever heard - and I'll just dispute the charges with AMEX - she then replied "That's probably a better idea".

I also informed her of the culprit's gamertag (JoshuaNiixon) and she confirmed she does in fact see him playing FIFA 2012 but there is nothing she can do about it.

Wow.

Wow.
Click to expand...
Haha that's reminds me of the dude I was talking to yesterday on support. I said I'd really like my account back in time to play all these November games at launch. He sounded sounded like a gamer himself and understood that November's a big time for gaming. But he suggested I make a new account and buy one month of Gold to get me through the investigation time. I was like I'm not going to buy that, I'm already paying for Gold on my account that's suspended and haven't been refunded yet. I said MS should give me the month of Live for free, but he couldn't. No hard feelings and we laughed about it, but I thought it was a dumb suggestion. I want to play on my account and I don't want to give MS more money until they finish making things right.
 
I asked for a free month of Gold after my ordeal yesterday and got it. I can't believe you didn't. Way to treat your customers like crap.
 
Harry Potter said:
I asked for a free month of Gold after my ordeal yesterday and got it. I can't believe you didn't. Way to treat your customers like crap.
Click to expand...
I'll try again with a different support person. Support seems incredibly inconsistent. I get different answers every single call.
 
gunstarhero said:
I also informed her of the culprit's gamertag (JoshuaNiixon) and she confirmed she does in fact see him playing FIFA 2012 but there is nothing she can do about it.
Click to expand...

I don't understand why it is so hard for them to fix this problem. They have the guy's gamer tag, his IP address, his system's MAC address. Ban all three. Refund spent points. Disable games purchased with stolen points. Hang up phone.
 
I've been dealing with this exact issue for going on two months now.

Back in October I was told the issues was solved and the 10000+ ill-gotten points will be removed/charges refunded to the account. 30 days later, the points are still there and I was told not to add points/spend points at all to aide the investigation. No refunds on the account. I sent an email to the team asking for an update, got a canned response to "recover the affected Gamertag", which did nothing, of course.

Going to call in the morning, worried about the account being frozen again with Saint's Row 3 coming so soon but I'll survive somehow.
 
Why would it be taking so long for them to return control of a compromised account to what they seem to know is the rightful owner? Could they really be that swamped, or is there some potentially precautionary reason?
 
slidewinder said:
Why would it be taking so long for them to return control of a compromised account to what they seem to know is the rightful owner? Could they really be that swamped, or is there some potentially precautionary reason?
Click to expand...

The latter is all I can think of. It's such a weird hazy place, the digital market, they have to make sure I'm not getting a refund for a purchase I made myself, because those points have no actual value. Me giving them back for my money is a total loss, they don't want that to happen.

So there's the investigation, to make sure I'm not scheming the system. And...the waiting? I suppose to try and make me decide to just take the hit. But that's me being cynical.
 
I just got "Fifa'd" too. The bastard bought 9000 ms points worth of fifa premium packs and even played with my gamertag and got me 35 pts in FIFA 12. There is something rotten in the state of Denmark, or in this case Fifa 12 and Electronic Arts.
 
My gf and I decided that while its nice having netflix , hulu and other items all in one place its not worth paying money to be screwed. So my card has been removed from xbox live and i will not be renewing and most likely we will both be selling our xboxs.

MS lost costumers because they are basicly idiots
 
I'm on day 60 since my case was originally opened with Microsoft. So far I've missed Gears 3 and Rage launches and it looks like I'll miss Skyrim as well. Microsoft's handling of this has been the absolute worse customer experience I've ever dealt with.
 
gigapower said:
I'm on day 60 since my case was originally opened with Microsoft. So far I've missed Gears 3 and Rage launches and it looks like I'll miss Skyrim as well. Microsoft's handling of this has been the absolute worse customer experience I've ever dealt with.
Click to expand...
That's way past the 25 business days. Maybe your account was migrated to a different country. If you're American, you can file a complaint with the Better Business Bureau. People who have done that have gotten their accounts back within a day or two.

Google search "bbb xbox account hack"
 
Garcia el Gringo said:
That's way past the 25 business days. Maybe your account was migrated to a different country. If you're American, you can file a complaint with the Better Business Bureau. People who have done that have gotten their accounts back within a day or two.

Google search "bbb xbox account hack"
Click to expand...
No it is still in the US. Already filed a complaint. Still waiting to hear back on it and my account. Last supervisor I spoke with said I should have my account back by the 15th of November, but that was just a guess not a promise. That would put me at 66 days, which is 1 day more than the longest case I've seen on the net.
 
I just got a call from MS that told me that since the account they hacked wasn't on Xbox they couldn't further investigate... What the fuck? He also told me, since the jackass used the 10000 points, they can't refund them... Is this true? My bank already told me they can't reverse the charges, am I fucked?
 
If that's true, it's pretty awful and I'm glad my card has been removed. I'd give you some advice if I knew know how to escalate the situation. Better Business Bureau?

BTW, what do you mean when you said that the account wasn't on Xbox?
 
aranth said:
I just got "Fifa'd" too. The bastard bought 9000 ms points worth of fifa premium packs and even played with my gamertag and got me 35 pts in FIFA 12. There is something rotten in the state of Denmark, or in this case Fifa 12 and Electronic Arts.
Click to expand...

I too just got stitched, for 6000 points, too bad they accessed my account on another Xbox and played FIFA12, by rights that should be enough to convince MS that it wasn't me, however I can see why MS would be cautious now that the stories out, could be all sorts trying it on.

Although I'm not happy with the stories I'm hearing about the responses on here, I'm not one to take shit from an advisor, I'll ask to speak to their manager and their manager's manager to get the refund.

Don't take no for an answer, and threaten to take their pitiful course of action to a popular source, they'll only try to fob you off if they think you're an easy ride, don't let them do it and you'll get what you want.
 
Cptkrush said:
I just got a call from MS that told me that since the account they hacked wasn't on Xbox they couldn't further investigate... What the fuck? He also told me, since the jackass used the 10000 points, they can't refund them... Is this true? My bank already told me they can't reverse the charges, am I fucked?
Click to expand...

That...doesn't make any sense.

What do they mean by 'wasn't hacked on Xbox'? And how on Earth can your bank refuse to reserve charges? Are you a debit card holder?

O_o
 
Every bank should have an unauthorized usage process. You sign an affidavit swearing you didn't make the charges and the bank will refund your money.
 
I'm getting this message now:

"Your membership is suspended due to a problem with your payment option. To continue your membership, edit the payment option or use a new one."

It's been two weeks since I called to report my account being breached. Is this the message that you get when your account is locked down?
 
Pumpkins said:
I'm getting this message now:

"Your membership is suspended due to a problem with your payment option. To continue your membership, edit the payment option or use a new one."

It's been two weeks since I called to report my account being breached. Is this the message that you get when your account is locked down?
Click to expand...

yes. mine was like that for a month.
 
Pumpkins said:
I'm getting this message now:

"Your membership is suspended due to a problem with your payment option. To continue your membership, edit the payment option or use a new one."

It's been two weeks since I called to report my account being breached. Is this the message that you get when your account is locked down?
Click to expand...
I love being greeted by that message. Just love it.
 
Pumpkins said:
I'm getting this message now:

"Your membership is suspended due to a problem with your payment option. To continue your membership, edit the payment option or use a new one."

It's been two weeks since I called to report my account being breached. Is this the message that you get when your account is locked down?
Click to expand...

mine said (and still says) "your xbox live membership information isnt valid. please use a profile that contains a valid membership or recover your profile from xbox live."

of course, i cant even recover it because my "windows live id doesnt exist" according to microsoft. its either day 19 or 20, and im really getting pissed off. im going to call microsoft again and see what the update is, and if its the same "we're still looking into it" BS, im going to get extemely mad.
 
secretanchitman said:
mine said (and still says) "your xbox live membership information isnt valid. please use a profile that contains a valid membership or recover your profile from xbox live."

of course, i cant even recover it because my "windows live id doesnt exist" according to microsoft. its either day 19 or 20, and im really getting pissed off. im going to call microsoft again and see what the update is, and if its the same "we're still looking into it" BS, im going to get extemely mad.
Click to expand...
That's pretty much all support can say. If you're American, you might want to start typing up a complaint to the Better Business Bureau. Have a complaint ready to go when you hit business day 25. That seems to be the only way to expedite your case. Calling support after the initial reporting of the unauthorized access seems to be a waste of time. All they can offer you is super polite lip service.
 
What baffles me is that at the very least MS didn't get EA to close the FIFA shop.
If you fumble too much to resolve an issue, at least reduce its probability by killing the opportunity that allows it. That shit is disgraceful.

BTW, there's something I don't get (haven't played FIFA in 15 years): considering the fraudulent activity leads to real money transactions, couldn't MS/EA at least identify the culprits through their real bank accounts ?
 
Exactly, EA needs to get rid of the Fifa DLC until they can figure out a way for it not to be exploited. Countless stolen MS Points are being spent on EA's DLC bullshit. Take away that Fifa fuckery and you take away these theives' motivation. The thieves don't seem to be going for much else on the marketplace, mostly just the Fifa stuff.

EA's DLC is corrupting Live, yet it doesn't seem like MS is doing anything about it. EA's probably loving all this stolen money being spent on their DLC. So ya know, why fix anything?!
 
So after 30 days I get a phone call saying that they will not recover my hijacked account due to violation of terms - apparently I used only the first letter of my name when I set up my account 6 years ago.

Gamertag - gone
All my Xbox live arcade games - gone
6 months of Xbox live prepaid - gone

Plus I think they said I'm responsible for the charges..

Stay classy Microsoft.
 
PistolPete said:
So after 30 days I get a phone call saying that they will not recover my hijacked account due to violation of terms - apparently I used only the first letter of my name when I set up my account 6 years ago.

Gamertag - gone
All my Xbox live arcade games - gone
6 months of Xbox live prepaid - gone

Plus I think they said I'm responsible for the charges..

Stay classy Microsoft.
Click to expand...

BBB, now.
 
So I just got hacked a few days ago. I don't really get on xbox live too much anymore. I mainly use my live account for zune. I have a windows phone and use the zune pass quite frequently. I tried to log in one day, password wasn't working. So I reset it and then it asked me to put in a name that will identify me with. This was all through the zune software. Didn't really know what was going on until I got past that screen and realized my old gamertag was no longer associated with my account. I checked my credit cards and there wasn't any additional charges.

The first rep I talked to seemed nice and fully understood my situation, and talked back in a way that I knew that he would do what needs to be done. He verified that no fraudulent charges were made to my account, and surprisingly all 1940 of my Microsoft points were still there under my old gamertag. Unfortunately I was on my lunch break at work when I called and didn't have my console id and i would have to call back.

I called back a few days later, this new guy I was not impressed with at all. He refiled my claim, had to give him my old gamertag/new gamertag and new email address like five times. I still don't know if he got it right.

I just got charged for my next recurring month of zune, so 30 days of zune and 7 months of live is on hold for the foreseeable future. I will be surprised if i get my account back before the new year seeing as it will be at least 25 business days and thanksgiving/Christmas is coming up.
 
Palette Swap said:
What baffles me is that at the very least MS didn't get EA to close the FIFA shop.
If you fumble too much to resolve an issue, at least reduce its probability by killing the opportunity that allows it. That shit is disgraceful.

BTW, there's something I don't get (haven't played FIFA in 15 years): considering the fraudulent activity leads to real money transactions, couldn't MS/EA at least identify the culprits through their real bank accounts ?
Click to expand...

Probably because people are stealing MS points first then go over to buy EA stuff. That's probably why they can't really blame EA. Also not all points are spent on EA so that's probably another reason.
 
PistolPete said:
So after 30 days I get a phone call saying that they will not recover my hijacked account due to violation of terms - apparently I used only the first letter of my name when I set up my account 6 years ago.

Gamertag - gone
All my Xbox live arcade games - gone
6 months of Xbox live prepaid - gone

Plus I think they said I'm responsible for the charges..

Stay classy Microsoft.
Click to expand...
Oh wow. Like Zoe said, get the BBB involved. A complaint filed with the BBB can change Microsoft's tune. You absolutely should not be responsible for those charges.
 
cgcg said:
Probably because people are stealing MS points first then go over to buy EA stuff. That's probably why they can't really blame EA. Also not all points are spent on EA so that's probably another reason.
Click to expand...


That's true, but the FIFA gold packs are a very lucrative option for these hackers. MS needs to work with EA to change the way FIFA handles these gold packs.
 
Teknoman said:
Got auto renewal turned off, but still cant remove my credit card. I guess i'll have to wait until it expires for that. Didnt take long either since I actually got a pretty cool rep the first time. She just asked why I wanted to turn it off, told her the situation, she said that it made sense, bam no renewal.


Now to figure out how to remove Deadliest Warrior 2 from my games list...
Click to expand...

Interesting, I checked xbox.com and now you can remove auto-renew online, in the UK you had to call to turn it off before, I don't know when they changed this.
 
So this happened to me in the middle of August...and I still havent been refunded my $125

I've been calling once a week and get the same bullshit everytime I call, "someone will contact you within a week, I'm not sure why it's taking so long"

I don't really know what to do at this point but this is definetly the worst customer service I've ever had. Pretty sure I'm never getting my money back.

They didn't buy Fifa stuff on my account though, just a bunch of different games.
 
depths20XX said:
So this happened to me in the middle of August...and I still havent been refunded my $125

I've been calling once a week and get the same bullshit everytime I call, "someone will contact you within a week, I'm not sure why it's taking so long"

I don't really know what to do at this point but this is definetly the worst customer service I've ever had. Pretty sure I'm never getting my money back.

They didn't buy Fifa stuff on my account though, just a bunch of different games.
Click to expand...

Geez August?! Had it done to me in October, out $125 also. Not looking promising.
 
depths20XX said:
So this happened to me in the middle of August...and I still havent been refunded my $125

I've been calling once a week and get the same bullshit everytime I call, "someone will contact you within a week, I'm not sure why it's taking so long"

I don't really know what to do at this point but this is definetly the worst customer service I've ever had. Pretty sure I'm never getting my money back.

They didn't buy Fifa stuff on my account though, just a bunch of different games.
Click to expand...

Did your account get migrated by any chance? Those cases are finally seeming to get fixed after all these months.

If you're American you should contact the Better Business Bureau.
 
Garcia el Gringo said:
Did your account get migrated by any chance? Those cases are finally seeming to get fixed after all these months.

If you're American you should contact the Better Business Bureau.
Click to expand...

What do you mean migrated? My account was suspended for about a month but now it's re-active. Then they gave me two months of xbox live gold (big fucking deal).

I just want my money back but at this point I just feel like I'm being lied to every time I call them and in reality they aren't doing anything about it.
 
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