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Xbox Customer Service could use a dose of common sense... /rant

Audioboxer

Audioboxer

Member
Have spent the past 5 days or so trying to regain access to my Audioboxer GT which is tied to a hotmail email I last used in 2009 (that was simply to sign into a 360, email account hasn't been used since around 2004). Sadly I can't remember the password, which is my fault, and failed the security reset form (10 questions). I'm sure many answers I gave are right, but some questions such as last person emailed/last email title I have no chance with trying to remember from 2004. The security question is gibberish, so I either I set something nonsensical 14 years ago when creating the hotmail account, or it has been compromised over the many years of internet site data hacks/leaks and me using silly similar passwords back in the day.

I understand security is of importance but to cut a long story short I was referred by CS to an escalation specialist after an hour on the phone who emailed me asking for the console ID and the IP address last used. I explained the console hasn't been in my possession for years, and the last IP sign in was 2009, so how could I know it. Instead I used my common sense and provided a picture of my driving license and a bank card (number blanked obviously). This was rejected and I was told if I unearthed any new information to contact CS again. I went back to CS who told me no you need to email that specialist again even although he said he had finished with my case and it would require a new case.

I've worked some jobs in customer service in the past and if someone provided a drivers license and a bank card, as well as answered many questions right it's fairly obvious they are who they say they are. When my WoW account was hacked many years ago Blizzard had no issue with a scanned copy of my driving license to give the account back to me.

I emailed the guy again with two IP addresses from around November of 2009 that might have been in use - Provided kindly via logs by someone on a forum I use. *sigh*. Yes I know it's my fault I don't know the password, but cmon CS use some common sense when I provide clear proof. All I want is the GT back for my new Xbox One, don't care about email.
 
To be fair, what you're doing is going to look a lot like social engineering to the Xbox team.

There is no way for them to tell if you are the owner of that specific account, just with an ID. Especially if you used fake info and gibberish security questions when setting it up.
 
This is less about Xbox customer service and more about your Microsoft Account. You'd face similar issues trying to recover any email address, including Gmail and Yahoo.

Edit: It sucks though, nothing more painful than losing access to an old email address.
 
When you used any nonsense for your account recovery information during setup, you effectively told MS "I don't care if I ever get this account back." There's a reason those features are in place.

Edit: Why did you abandon the address and GamerTag for so long anyway? It must not have been all that important to you if you waited 7 years to use it again.

Dealwithit.gif and register a new tag. Why not Neo Audioboxer?
 
Haven't used it since 2009 and that goes for the email address to, sounds like it's time for a new name. This one couldn't game been that important.
 
I had a problem like that with the original Xbox Live and Gamertag. It was something like the credit card expiring or removed by myself which closed the account. I tried to get it back years later but the email address had expired and was even recycled, because I actually signed up for it again! That didn't matter anyway, unique ID not name. They had all my details, I had the credit card data etc. but the Xbox Live account was locked permanently. I remember reading that was an original Xbox Live problem if you didn't at least migrate over to 360 either console or web before payment expired. Annoying that it's right there but you can't get it.

The only hope was when Microsoft started recycling locked gamertags but then idiots started grabbing popular ones the second they came up again to sell them for profit which forced Microsoft to stop. Shame.

Frustrating when you are use to the same handle especially when you actually had it but all you can do is break free and move on.
 
Syriel said:
To be fair, what you're doing is going to look a lot like social engineering to the Xbox team.

There is no way for them to tell if you are the owner of that specific account, just with an ID. Especially if you used fake info and gibberish security questions when setting it up.
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It has my name, address and purchases via a debit card in my name and address as well. I've given them time of purchase of the console, when the GT was created and so forth.

I don't think many crooks are trying to social engineer a dormant email/GT by somehow cloning the driving license of the name associated on the account.

NeonBlack said:
Haven't used it since 2009 and that goes for the email address to, sounds like it's time for a new name. This one couldn't game been that important.
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I stopped using my 360 and went PS3/PS4. I've had the Audioboxer tag for many years, but without an Xbox device how was I to use it?
 
Ultimately, it's on you for making up gibberish for your secret question answers. All on you.
 
Vince McMahon said:
Ultimately, it's on you for making up gibberish for your secret question answers. All on you.
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Yes I know this, most problems with passwords and accounts are always on the user. However as I said having worked in customer service myself in the past it's usually quite clear when someone is being honest and does all they can to try and help the current situation. Such as providing photo ID.

The email account is now blocked anyway, won't allow any more guesses at passwords or security question.
 
It's certainly on you. You set the account up and if you can't remember security questions you are SOL.
 
gamz said:
It's certainly on you. You set the account up and if you can't remember security questions you are SOL.
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*sigh*

I just said above I know. I'm not trying to say MS are to blame for my mistakes, but I'm trying my hardest to rectify what I've done wrong with supplying pretty damn clear evidence I am who I say I am.

It's been a dormant account since 2009, it's not as if it's a majorly active Live account where there is clear suspicion surrounding a claim. Hence why I'm disappointed I can't get someone to analyze the situation with some common sense and/or ask me more valid questions. No one can physically provide a console ID of something they don't own and an IP address from 2009 (although I think I have managed to dig that up).
 
My wife has had similar account issues as well. Took her about a month to get it all sorted out.

Yea I posted this a few days ago. This credit card issue is pretty rampant as well. Some people have said that MS comes after their new card after the old one has been replaced too.

To MS/Xbox's credit, I was contacted by a supervisor who was reviewing issues submitted from the day and he sent me a month of free XBL. My account isn't completely locked, I can still play, I just can't make purchases or redeem some content.


Man I've been going to bat hard for MS on here over the last few weeks because I have been pretty pleased with the direction of the company recently. Today I noticed a few charges on my card ($400 dollars) coming from Xbox Live. I am being told from MS that there's no way for them to track the charge, and it clearly didn't come from my account. I'm lucky I noticed at all because I use it on Live so often.

MS is doing absolutely nothing about it, and put it all on the bank. My cards are now locked with rent due in two days, and MS customer service has nothing to say about it. Doing a google search shows it's an extremely widespread issue, and a lot of the times the charges follow the person to their next CC. The response from MS is to further block me from my live account until the "Advocacy Team (cute term)" can "investigate". Who knows what they were doing during the 4 hour phone call. I've been on XBL for 12 years and it pretty much doesn't matter.

** side vent ** My Band 2 battery stopped working and it had the 2 year additional warranty. They literally opened a new box in front of me, cut the band out and gave me that as a replacement. Wouldn't let me have the box or charger. Reallllllll Classy.




Sorry. Needed to vent, didn't think it deserved a new thread. Wooo Xbox 2.0 and spending money on The Division Season Pass.
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Audioboxer said:
Yes I know this, most problems with passwords and accounts are always on the user. However as I said having worked in customer service myself in the past it's usually quite clear when someone is being honest and does all they can to try and help the current situation. Such as providing photo ID.

The email account is now blocked anyway, won't allow any more guesses at passwords or security question.
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If you worked as CS in any major company you would also know that its not about using your best judgement. Even the best CS reps are towing the policy lines. If MS policy says that what you provided was insufficient to get your account back then their hands are tied too. It doesnt matter if the guy on the other hand though you were being honest or not.
 
Audioboxer said:
*sigh*

I just said above I know. I'm not trying to say MS are to blame for my mistakes, but I'm trying my hardest to rectify what I've done wrong with supplying pretty damn clear evidence I am who I say I am.
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But it's not just a gamertag - like Google, MS accounts have everything in there now: Xbox stuff, Windows Store purchases, Windows licenses, Office licenses, physical purchases, email. I'm sure the rules are much stricter now that so much is on the line. The only reason social engineering works is because of lax controls, so it's good that they don't give in under pressure.

Time to snag AudioB0xer!
 
Audioboxer said:
*sigh*

I just said above I know. I'm not trying to say MS are to blame for my mistakes, but I'm trying my hardest to rectify what I've done wrong with supplying pretty damn clear evidence I am who I say I am.
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I honestly had the same issue with my yahoo mail which is tied to my MS stuff a few years ago. It took while and I talked to a bunch of people from yahoo, but I finally was able to reset my password. Give MS a call again and see what other options you can give them?
 
ebullientprism said:
If you worked as CS in any major company you would also know that its not about using your best judgement. Even the best CS reps are towing the policy lines. If MS policy says that what you provided was insufficient to get your account back then their hands are tied too. It doesnt matter if the guy on the other hand though you were being honest or not.
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I have worked with a few major companies and this is simply untrue. Policy that rigid usually refers to credit spend or something of monetary value. Not trying to reclaim an account which is tied to my name, address, bank, and so forth. CS without the ability to look at cases on an individual basis is not good CS. I don't expect frontline agents to be willy nilly doing things of their own choosing, but I was escalated to a specialist, and in cases like that you expect more individual decision making to be at play.

Having a completely different experience with Blizzard only frustrates me more.

RedStep said:
But it's not just a gamertag - like Google, MS accounts have everything in there now: Xbox stuff, Windows Store purchases, Windows licenses, Office licenses, physical purchases, email. I'm sure the rules are much stricter now that so much is on the line. The only reason social engineering works is because of lax controls, so it's good that they don't give in under pressure.

Time to snag AudioB0xer!
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I understand this as well. I can agree with you really... however again going back to individual cases, my hotmail was used for MSN messaging, and then briefly Xbox. My name, some emails and like 3,000 gamer points are all that is at stake.
 
If you can't provide what THEY require as proof of identity, not your idea, then you cannot have.

At this point just hold the L and be BaudioOxer.
 
Vince McMahon said:
If you can't provide what THEY require as proof of identity, not your idea, then you cannot have.

At this point just hold the L and be BaudioOxer.
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I'm not sure how an IP address and a console ID trumps photo ID, but I guess you can be that blunt. But seriously, how is any end user suppose to know an IP address used in 2009? They might as well ask me what the weather was like on a Tuesday in November 2009.

This is what they asked

Locate your IP Address of the last successful login:
Please use the computer that was last able to login to the account and go iplocation.net.
Xbox 360 IP Address:
To find your Console IP address, navigate to the Xbox Dashboard:
Go to the Settings hub, and choose System.
Select Console Settings.
Scroll down to System Info but do not select it.
The IP address will be displayed on the right side of the screen, below the dashboard number.
Note: If the IP address begins with 192.168 or 10.0, please use the computer that was last able to login to the account and go iplocation.net.
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How is iplocation.net going to give me an IP from 2009?
 
Audioboxer said:
I'm not sure how an IP address and a console ID trumps photo ID, but I guess you can be that blunt. But seriously, how is any end user suppose to know an IP address used in 2009? They might as well ask me what the weather was like on a Tuesday in November 2009.

This is what they asked



How is iplocation.net going to give me an IP from 2009?
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dunno, sounds like tough shit. abandon these hopes.
 
It sucks but honestly, it's completely your fault. What do you expect Xbox team to do if you can't remember you password or answer the security questions? I'm glad it's this difficult to recover an account because I don't want someone to use some simple social engineering to get into mine.

Edit: the ip question is ridiculous but I think it's the best they can do to figure out if it really is your account.
 
DreamingCrazy said:
It sucks but honestly, it's completely your fault. What do you expect Xbox team to do if you can't remember you password or answer the security questions? I'm glad it's this difficult to recover an account because I don't want someone to use some simple social engineering to get into mine.

Edit: the ip question is ridiculous but I think it's the best they can do to figure out if it really is your account.
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Maybe I'm just salty that Blizzard helped me with ID, but my brain just can't connect how an account in my name, with my address, isn't better proven with a government photo ID with my name and address.

Fingers crossed with the IP though the two I dug up are right.
 
Audioboxer said:
Have spent the past 5 days or so trying to regain access to my Audioboxer GT which is tied to a hotmail email I last used in 2009 (that was simply to sign into a 360, email account hasn't been used since around 2004). Sadly I can't remember the password, which is my fault, and failed the security reset form (10 questions). I'm sure many answers I gave are right, but some questions such as last person emailed/last email title I have no chance with trying to remember from 2004. The security question is gibberish, so I either I set something nonsensical 14 years ago when creating the hotmail account, or it has been compromised over the many years of internet site data hacks/leaks and me using silly similar passwords back in the day.

I understand security is of importance but to cut a long story short I was referred by CS to an escalation specialist after an hour on the phone who emailed me asking for the console ID and the IP address last used. I explained the console hasn't been in my possession for years, and the last IP sign in was 2009, so how could I know it. Instead I used my common sense and provided a picture of my driving license and a bank card (number blanked obviously). This was rejected and I was told if I unearthed any new information to contact CS again. I went back to CS who told me no you need to email that specialist again even although he said he had finished with my case and it would require a new case.

I've worked some jobs in customer service in the past and if someone provided a drivers license and a bank card, as well as answered many questions right it's fairly obvious they are who they say they are. When my WoW account was hacked many years ago Blizzard had no issue with a scanned copy of my driving license to give the account back to me.

I emailed the guy again with two IP addresses from around November of 2009 that might have been in use - Provided kindly via logs by someone on a forum I use. *sigh*. Yes I know it's my fault I don't know the password, but cmon CS use some common sense when I provide clear proof. All I want is the GT back for my new Xbox One, don't care about email.
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I work in customer service and deal with this shit regularly. I get this exact phone call (not for Microsoft, but a different company) at least 10 times every single day.

I have no sympathy for you.

It's the customer's (i.e. your) responsibility to keep track of your account credentials. That includes not only a password (which admittedly can be easily forgotten), but the information you provide the company to recover your password.

The idea that you can provide your driver's license, or some other form of identification, to gain access to the account is ridiculous. Do you expect Microsoft to have access to a driver's license registry so they can make sure the ID is legit? Do you think you're the only Microsoft user with your first and last name? As someone who has access to databases with millions of people's first and last names, I can tell you that there are way more people who share any given name than you'd ever imagine.

When companies need to verify your identity, they can only do it using information you gave them when you set up the account.

Honestly, I'm shocked Microsoft was willing to refer you to an "escalation specialist" at all. The company I work for is very black and white when it comes to account security measures like this. If your identity cannot be verified using the limited information YOU'VE provided, that's it.

I'm sorry if this stings, but it's 2016 and people need to realize they can't have their cake and eat it to when it comes to account security measures. Social engineering and phishing are more prevalent than ever (I see it multiple times, every single day) and companies need to do their best to help keep your account secured. You'd be on here ranting and raving if it turned out there was some easy exploit by which social engineers could compromise your account.

My recommendation? Enable two-step/two-factor authentication or verification on EVERYTHING. Have it tied to your phone number, that way your phone can be your "password." I've enabled this feature on all of my accounts, and even when I forget my passwords (it happens to me to!), I've never had a problem gaining access again.
 
CuckFupertino said:
I work in customer service and deal with this shit regularly. I get this exact phone call (not for Microsoft, but a different company) at least 10 times every single day.

I have no sympathy for you.

It's the customer's (i.e. your) responsibility to keep track of your account credentials. That includes not only a password (which admittedly can be easily forgotten), but the information you provide the company to recover your password.

The idea that you can provide your driver's license, or some other form of identification, to gain access to the account is ridiculous. Do you expect Microsoft to have access to a driver's license registry so they can make sure the ID is legit? Do you think you're the only Microsoft user with your first and last name? As someone who has access to databases with millions of people's first and last names, I can tell you that there are way more people who share any given name than you'd ever imagine.

When companies need to verify your identity, they can only do it using information you gave them when you set up the account.

Honestly, I'm shocked Microsoft was willing to refer you to an "escalation specialist" at all. The company I work for is very black and white when it comes to account security measures like this. If your identity cannot be verified using the limited information YOU'VE provided, that's it.

I'm sorry if this stings, but it's 2016 and people need to realize they can't have their cake and eat it to when it comes to account security measures. Social engineering and phishing are more prevalent than ever (I see it multiple times, every single day) and companies need to do their best to help keep your account secured. You'd be on here ranting and raving if it turned out there was some easy exploit by which social engineers could compromise your account.

My recommendation? Enable two-step/two-factor authentication or verification on EVERYTHING. Have it tied to your phone number, that way your phone can be your "password." I've enabled this feature on all of my accounts, and even when I forget my passwords (it happens to me to!), I've never had a problem gaining access again.
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Well it's good I'm not asking for your sympathy as such. You also do not know exactly how my call went to compare it to calls you have had. I didn't simply call and ask for an account, I went through 50 minutes of questions about myself and details to help, then got referred. I gave up name, addresses, ISP provider at the time, cards and bank accounts, when I bought the 360, what model of 360 it was and colour, etc.

I'm not being critical of MS' tough stance of security, nor am I directly attacking any CS staff. They were all polite and really friendly.

I just want someone to take 5 minutes out of their paid work to "sit down" with me and review the case on the merit of does this person seem genuine? What evidence have they provided so far (I have given a lot more than just an ID)?

If they are saying my account would have been reset with an IP from 2009, and just the console ID, then that's a pretty technical way to prove my identity. Fair enough it is one way, but it's hardly the only way with the other stack of evidence I have provided. An ID is the national way to prove identity as well. It's what the police will ask for, what you need to open a bank account etc. We're not talking a picture of my high school homework with my signature on it.

Everything else you've said is good advice, and fine for the modern account, but remember this account was created like 12 years ago, was stopped being used as an email account in 2004/2005, and signed into a 360 for ~2 years automatically between 2007 and 2009. I do currently use Lastpass and 2 step-authentication now and have for years.

Sorry but I'm just getting a little ratty with everyone just echoing it's all your fault. I know it is, I fucked up and made a mistake. The email was created when I was young teenager and being organized with internet sign ins, passwords and what not was still new to some of us. I'm just looking to rectify my mistakes with honesty, and looking for someone to actually review my evidence rather than just robotically ask for details it's quite clear no one in my position would know (the console ID and IP from 2009).
 
Audioboxer said:
I just want someone to take 5 minutes out of their paid work to "sit down" with me and review the case on the merit of does this person seem genuine? What evidence have they provided so far (I have given a lot more than just an ID)?
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I hear exactly what you said in the rest of your post and do a have sympathy, but this bit - its difficult to see it in such a non binary fashion for representatives of such companies purely because it's continually amazing the lengths scammers will go to to seem convincing.

Case by case review of supplemental evidence in support of account verification - if they give you five minutes, they have to give everyone five minutes and when treating it in such a fashion, the potential for fraud increases a hell of a lot.

Its a bummer though I appreciate.
 
liquidtmd said:
I hear exactly what you said in the rest of your post and do a have sympathy, but this bit - its difficult to see it in such a non binary fashion for representatives of such companies purely because it's continually amazing the lengths scammers will go to to seem convincing.

Case by case review of supplemental evidence in support of account verification - if they give you five minutes, they have to give everyone five minutes and when treating it in such a fashion, the potential for fraud increases a hell of a lot.

Its a bummer though I appreciate.
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Thanks. Heard back from the specialist

Dear ,
Thank you for your email. Without a console id that your gamertag has been used on, I'm unable to reset your password. That console id has alot of information needed to validate your account.

Please understand that Microsoft takes customer online security very seriously. Therefore we can’t reset the password due to security of the account. Unfortunately, we don't use drivers licenses and bank cards as part of our verification process. We recommend that you create a new account so that you can take advantage of the Xbox Live service and all the benefits it offers.

If you can provide any new information that might help you prove ownership and regain access to your account, please contact Xbox support (http://www.xbox.com/support/contact)to open a new service request so that we can help you further.

Sincerely,
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So while it seems like the IP addresses I gave may have now been accepted they aren't budging without a console ID. Consoles break, consoles get sold, what is it a console ID can prove about my identity that is upheld this rigidly?
 
Audioboxer said:
Well it's good I'm not asking for your sympathy as such. You also do not know exactly how my call went to compare it to calls you have had. I didn't simply call and ask for an account, I went through 50 minutes of questions about myself and details to help, then got referred. I gave up name, addresses, ISP provider at the time, cards and bank accounts, when I bought the 360, what model of 360 it was and colour, etc.

I'm not being critical of MS' tough stance of security, nor am I directly attacking any CS staff. They were all polite and really friendly.

I just want someone to take 5 minutes out of their paid work to "sit down" with me and review the case on the merit of does this person seem genuine? What evidence have they provided so far (I have given a lot more than just an ID)?

If they are saying my account would have been reset with an IP from 2009, and just the console ID, then that's a pretty technical way to prove my identity. Fair enough it is one way, but it's hardly the only way with the other stack of evidence I have provided. An ID is the national way to prove identity as well. It's what the police will ask for, what you need to open a bank account etc. We're not talking a picture of my high school homework with my signature on it.

Everything else you've said is good advice, and fine for the modern account, but remember this account was created like 12 years ago, was stopped being used as an email account in 2004/2005, and signed into a 360 for ~2 years automatically between 2007 and 2009. I do currently use Lastpass and 2 step-authentication now and have for years.

Sorry but I'm just getting a little ratty with everyone just echoing it's all your fault. I know it is, I fucked up and made a mistake. The email was created when I was young teenager and being organized with internet sign ins, passwords and what not was still new to some of us. I'm just looking to rectify my mistakes with honesty, and looking for someone to actually review my evidence rather than just robotically ask for details it's quite clear no one in my position would know (the console ID and IP from 2009).
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But you are being critical of their account security, don't you see that? You want them to have tough account security measures, but you want them to either bend those measures for you or for them to be measures that allow your unique situation to be solved. What you're asking for doesn't benefit anybody else but yourself.

As you said yourself, someone from Microsoft spent 50 minutes working with you on this issue. That's far longer than 5 minutes, and far longer than I'd expect people at most call centers (who are underpaid and held accountable for strict metrics like average call time) to spend.

When you say you want someone to "actually review my evidence," I'm not sure how Microsoft hasn't already done that. They even provided you with additional options you could have provided. What you're upset about is that they won't review the evidence you think they should.

Account security systems need to be just that, i.e. systems. Leaving anything up to interpretation means that some employee of the company who makes a bad judgment call, or is given a sob story by a very convincing liar, will let someone's account fall into the wrong hands. So these systems take human judgment out of the equation, and it's a move that makes complete sense. As I said, I have worked in customer service for several years and I regularly see hundreds of my fellow co-workers make errors in judgment that could result in compromised accounts, were it not for the fact that our account security system won't disclose certain information or let customers recover accounts without certain credentials. I'm sure you can agree that no account security system should be left to the whims of a likely underpaid, outsourced, overworked, and undertrained employee who is likely not even an employee of said company (but rather a third party vendor site) and has no loyalty for the company's brand.

It sucks to suck man, and I've been boned pretty hard out of some things in my day too. You started this thread by suggesting Microsoft didn't have any common sense... but ultimately it sounds as if you don't have any.

Good luck in the future.
 
Audioboxer said:
Thanks. Heard back from the specialist



So while it seems like the IP addresses I gave may have now been accepted they aren't budging without a console ID. Consoles break, consoles get sold, what is it a console ID can prove about my identity that is upheld this rigidly?
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Console IDs can be tied to an account, if you registered your Xbox 360, that is probably what they have on file.

Right now, if I go to account.microsoft.com/devices/ I can see every console and PC I have registered to my account.
 
I'm kind of impressed that MS isn't budging. From their perspective, this could sound like social engineering.
 
Props to Microsoft on this. Makes me happy to see them taking a tough stance on security like this.

Sorry OP, you dun goofed. Take the L.
 
Yeah you fucked up and it sucks, I've been there (My original Xbox live account from OG Xbox era is out of commission due to an old hotmail that I can't get access to, have tried), but when you can't provide ANY credential that they can reliably source to the original account, there's not a lot they can or should be doing here.
 
RoninChaos said:
Note to self: take pictures of console IDs and serial numbers in case this shit happens to me.
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Pretty much.

epmode said:
I'm kind of impressed that MS isn't budging. From their perspective, this could sound like social engineering.
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How many cases of social engineering have a crook in the possession of someone's driving license and their current valid credit card? Keeping in mind I've answered a load of other questions as well, I'm not just providing ID.

Its far more likely if I sell my 360 without wiping my account details properly someone can call up with the console ID.

CuckFupertino said:
But you are being critical of their account security, don't you see that? You want them to have tough account security measures, but you want them to either bend those measures for you or for them to be measures that allow your unique situation to be solved. What you're asking for doesn't benefit anybody else but yourself.

As you said yourself, someone from Microsoft spent 50 minutes working with you on this issue. That's far longer than 5 minutes, and far longer than I'd expect people at most call centers (who are underpaid and held accountable for strict metrics like average call time) to spend.

When you say you want someone to "actually review my evidence," I'm not sure how Microsoft hasn't already done that. They even provided you with additional options you could have provided. What you're upset about is that they won't review the evidence you think they should.

Account security systems need to be just that, i.e. systems. Leaving anything up to interpretation means that some employee of the company who makes a bad judgment call, or is given a sob story by a very convincing liar, will let someone's account fall into the wrong hands. So these systems take human judgment out of the equation, and it's a move that makes complete sense. As I said, I have worked in customer service for several years and I regularly see hundreds of my fellow co-workers make errors in judgment that could result in compromised accounts, were it not for the fact that our account security system won't disclose certain information or let customers recover accounts without certain credentials. I'm sure you can agree that no account security system should be left to the whims of a likely underpaid, outsourced, overworked, and undertrained employee who is likely not even an employee of said company (but rather a third party vendor site) and has no loyalty for the company's brand.

It sucks to suck man, and I've been boned pretty hard out of some things in my day too. You started this thread by suggesting Microsoft didn't have any common sense... but ultimately it sounds as if you don't have any.

Good luck in the future.
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The person who spent 50 minutes with me was front line with absolutely no discretion or ability to do anything other than script reading.

And yeah you're probably right I'm upset they won't review the evidence I provided. As I said it's the strongest legal evidence of my country and it is something Blizzard have accepted for me before.
 
I was in the same boat as you OP. I tried those forms so many times, attaching photos of my ID and everything, but no dice.

Then one day I was cleaning out the attic and found a Xbox Point card box (back when they sold them in DVD cases). It still had the card with the code in it. I redeemed that point card on my account sometime and I figured Microsoft would be able to see that in my account history. So I took a pic of the card and sent it to Microsoft using the recover account form and they released my account.

So er GAF, don't leave used point cards lying around if you're scared of account theft. lol
 
kubus said:
I was in the same boat as you OP. I tried those forms so many times, attaching photos of my ID and everything, but no dice.

Then one day I was cleaning out the attic and found a Xbox Point card box (back when they sold them in DVD cases). It still had the card with the code in it. I redeemed that point card on my account sometime and I figured Microsoft would be able to see that in my account history. So I took a pic of the card and sent it to Microsoft using the recover account form and they released my account.

So er GAF, don't leave used point cards lying around if you're scared of account theft. lol
Click to expand...

Thanks for giving me another option but sadly I only briefly used a debit card. But jeez that story just makes my brain do gymnastics that a points card will be accepted over personal ID.
 
CuckFupertino said:
But you are being critical of their account security, don't you see that? You want them to have tough account security measures, but you want them to either bend those measures for you or for them to be measures that allow your unique situation to be solved. What you're asking for doesn't benefit anybody else but yourself.

As you said yourself, someone from Microsoft spent 50 minutes working with you on this issue. That's far longer than 5 minutes, and far longer than I'd expect people at most call centers (who are underpaid and held accountable for strict metrics like average call time) to spend.

When you say you want someone to "actually review my evidence," I'm not sure how Microsoft hasn't already done that. They even provided you with additional options you could have provided. What you're upset about is that they won't review the evidence you think they should.

Account security systems need to be just that, i.e. systems. Leaving anything up to interpretation means that some employee of the company who makes a bad judgment call, or is given a sob story by a very convincing liar, will let someone's account fall into the wrong hands. So these systems take human judgment out of the equation, and it's a move that makes complete sense. As I said, I have worked in customer service for several years and I regularly see hundreds of my fellow co-workers make errors in judgment that could result in compromised accounts, were it not for the fact that our account security system won't disclose certain information or let customers recover accounts without certain credentials. I'm sure you can agree that no account security system should be left to the whims of a likely underpaid, outsourced, overworked, and undertrained employee who is likely not even an employee of said company (but rather a third party vendor site) and has no loyalty for the company's brand.

It sucks to suck man, and I've been boned pretty hard out of some things in my day too. You started this thread by suggesting Microsoft didn't have any common sense... but ultimately it sounds as if you don't have any.

Good luck in the future.
Click to expand...
God damn.

:lol
 
8bit said:
Ah gotcha, that wasn't clear. You're boned.
Xboned
Click to expand...

Yeah sorry I didn't clear that up. Probably but if the escalation specialist doesn't refer me on to someone else I'll call again and ask for a manager. And before anyone goes off at me saying anything personal about me as a customer bugging a manager, I'm probably the most polite and friendly person on the phone. Primarily because I have worked in CS before.
 
Audioboxer said:
Thanks for giving me another option but sadly I only briefly used a debit card. But jeez that story just makes my brain do gymnastics that a points card will be accepted over personal ID.
Click to expand...
Yeah I was really surprised it worked. Though I remember it even being a suggestion on the form. Like there was a field for comments, and a description below it saying "Please try to remember any details from your account that can help your case, such as Xbox Live point card codes, the console serial number, etc."

Pretty understandable that they removed that now.

I hope you get your account back man, but it's looking grim. I recognize that frustration of not being able to talk to an actual human being who will just look at your case for 5 minutes and instead only being able to deal with those stupid forms and robotic auto-replies. Though in your case you were actually able to talk with an escalation supervisor...

It sucks because you know it's your own damn fault and you know these companies can't take risks but at the same time it's something that can so easily be resolved with the proof you have.

The only suggestion I have is keep trying, and keep looking for anything that could help you get your account back. In my case a dumb point card helped so it really could be anything. Do you still have your debit card details you used to make purchases with?
 
Audioboxer said:
*sigh*

I just said above I know. I'm not trying to say MS are to blame for my mistakes, but I'm trying my hardest to rectify what I've done wrong with supplying pretty damn clear evidence I am who I say I am.

It's been a dormant account since 2009, it's not as if it's a majorly active Live account where there is clear suspicion surrounding a claim. Hence why I'm disappointed I can't get someone to analyze the situation with some common sense and/or ask me more valid questions. No one can physically provide a console ID of something they don't own and an IP address from 2009 (although I think I have managed to dig that up).
Click to expand...

I think I would struggle to get in to my account on Xbox too, as you say with Blizzard you scan over copies of personal documents, BUT they do also ask you to send over a photo of a key registered to the account.
 
kubus said:
Yeah I was really surprised it worked. Though I remember it even being a suggestion on the form. Like there was a field for comments, and a description below it saying "Please try to remember any details from your account that can help your case, such as Xbox Live point card codes, the console serial number, etc."

Pretty understandable that they removed that now.

I hope you get your account back man, but it's looking grim. I recognize that frustration of not being able to talk to an actual human being who will just look at your case for 5 minutes and instead only being able to deal with those stupid forms and robotic auto-replies. Though in your case you were actually able to talk with an escalation supervisor...

It sucks because you know it's your own damn fault and you know these companies can't take risks but at the same time it's something that can so easily be resolved with the proof you have.

The only suggestion I have is keep trying, and keep looking for anything that could help you get your account back. In my case a dumb point card helped so it really could be anything. Do you still have your debit card details you used to make purchases with?
Click to expand...

Yeah I noticed that part of the form isn't there. The kicker is the escalation specialist keeps saying at the bottom of his emails if you have any more information that may help contact CS. I've already given over debit card digits. Funnily enough the first CS rep whom I spoke to started giving me other last 4 digits to try on the recovery form directly from my account... Obviously I've had 2 or 3 cards registered in total. But I at least knew of one as it's still with my main bank account today. I might go through all my bank statements and see if I can find an Xbox purchase. Live should be on there somewhere. Let's see. Surely if I get a bank statement that will help.


I'll keep plodding on and keep GAF updated, although it seems if I do get the account released some on here will be angry MS didn't deny me end of... *shrug*

AbandonedTrolley said:
I think I would struggle to get in to my account on Xbox too, as you say with Blizzard you scan over copies of personal documents, BUT they do also ask you to send over a photo of a key registered to the account.
Click to expand...

Yeah you're right actually, I dug up the email I sent to Blizzard and it has pictures of my game cases as well.
 
I've now forwarded on 8 bank statement charges to MS with the dates raging from 2007 to 2008, with my account number and sort code. I shall wait and see how this is received.
 
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