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 Xbox Live Account Hacked
Posted Tue February 1, 2011 12:00 pm, by Ben F. written to Microsoft Corporation
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I have had an xbox live gold membership for over a year under the gamertag FletchField. I pay a monthly fee of $9.99 for this service. On 01/28/2011, I noticed that I had been locked out of my account. I then tried to log into my account on the xbox live website. That didn't work either. So I called xbox live customer support and spoke with Donnie. He explained that my account had been hacked and that my 1,940 Microsoft Points had been transfered to another windows live id. He said he would put a hold on the account and send it for an investigation. He explained that this could take up to a week, but assured me that no other charges could result from my account. He then assigned me a Silver account under the gamertag GuestJeans9. He also assured me that I would be emailed a code to use for a free month of a gold membership until the investigation was through.
NONE OF THESE THINGS HAPPENED!!!
Over the weekend (1/29-1/31) the person that hacked my account (FletchField) continued to use the account and make charges to my credit card associated with the account. They charged the credit card until it was declined.
Then on 1/31/2011, I called xbox live customer support support again. I was told the charges would be refunded within 72 hours and that my credit card was taken off that account. I was then assigned a reference number of 1148101797.
After all that, I was still optimistic about xbox live until I went to play online with the temporary account that was assigned to me (GuestJeans9). This temporary account would not allow me to play online. So I called xbox live customer support for the third time. I spoke to Laura who just transfered me to an escalation specialist named Vince. Vince explained that I was given the wrong information and that they cannot issue codes for a temporary account. He explained that those were issued by the investigation team, usually after 10 days, and that there was nothing he could do to help me.
I then sent xbox an email (Support Ticket Number:1148117616) explaining that this was not a proper way to treat a "member" of your online service. I still haven't heard anything from xbox and I continue to be unable to play my xbox 360 and over 50 games online.
I'm not asking much. I would just like to play online NOW!!! Xbox always issues promo codes for a free month of xbox live gold for different promotions, yet they can't issue one for a dedicated paying member? This is the worst cutomer service I have ever recieved and I will tell everyone I know about my awful experience with xbox live customer support.
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by joey c. Posted Tue March 1, 2011 @ 12:44 PM
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my son had an xbox account. notice used past tense "had"!!! had
subscription for 12mth gold membership paid from discover credit card.
fraudulent charges from "MICROSOFT *XBOX LIVE BILL.XBOX.COM,WA" or
"MICROSOFT *BILLING BILL MS.NET WA" were made to our credit card.
also, discovered our checking account had fraudulent charges from xbox
live. scary.....our banks checking account info had never been given
to xbox live. canceled old credit card, had new one issued.
contacted bank and had to cancel old account and new one issued. spent
over an hour talking to a xbox live representative. he ensured us
credit card info removed, all security measures had been set-up on
account to ensure no further problems. xbox live
e-mailed us a "code" to type in to continue xbox live account for the
12 month gold membership. this was last month......thought all ok.
today opened bill for visa credit card, (not same credit card
previously charged) and saw charges from "MICROSOFT *XBOX LIVE
BILL.XBOX.COM,WA" were made on 2 different dates, 1/22 and 1/24 for
amounts of 82.30 each. tried to cancel membership online....couldn,t,
ened up calling xbox live customer support. talked with support rep.
"sarah" for almost an hour. all i wanted to do was close account and
purchase a pre-paid card for a xbox live membership. all rep. kept
telling me is to contact our "bank" about problem, (kept telling her
not bank, credit card), told her about past experience with fraudulent
charges made on our credit card and bank account and thought problem
resolved, all we went through to correct, etc. i explained due to all
the problems didn't feel xbox live is secure and it is too easy to be
"hacked" she kept suggesting that xbox live is secure and that we must
of made these "purchases". finally told me.....well, you can cancel
account but you will loose the 11 months remaining on account that has
already been paid for. i went ahead and did just that. this is such a
hassle. i now am going to call our visa card and report these
fraudulent charges and cancel this account. all i know is to sleep at
night, my son is not going to be playing any xbox live. xbox live is
not secure and i would advised anyone that's a member to "play with
caution" i hope this ends our nightmare1
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I'm sorry they lied to you. You really should have put a hold on your
credit card immediately. I figure you probably realize that by now.
Also, think about what your password was. My WoW password is a
combination of uppercase and lowercase, with numbers added in, plus I
have the authenticator code feature. If XBOX offers a similar
feature, even for just the few bucks it costs to mail the
authenticator to you, it's worth it.
http://www.techdigest.tv/2009/04/lost_and_naked.html
"If you're a player of World of Warcraft, or any other online game,
put yourself in Luke's shoes for a minute. Think about how long it
took you to acquire the items that you're using in-game, and how long
it would take to replace them. Then go change your account password
and buy an authenticator - in the long run, you'll be very pleased you
did."
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Xbox live does not offer an authenticator... The passwords aren't even
case sensitive. Its a horrible setup. I had them remove my credit card
from the account completly and was promised the charges refunded.
It's been over a week and still no refund....
I suggest to anyone that has an online gaming account to NEVER leave a
credit card on file.
Thanks for the feed back though.
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