They are not competent. For example, I am not powerfurball. Powerfurball is a kid. I'm over sixty & don't play online games. Powerfurball's real name is similar to mine. Somehow, either he or the xbox geniuses associated my live account email id with his xbox account. I finally got concerned about knowing everything he bought, logged onto the xbox account, got his fathers name, address and # and gave Pop a call.
He contacted phone support. They suggested that he talk me into giving him the password to my live account so he could log on to his son's xbox account. I almost did, but then ten years of conditioning as a trainer in computer and networking tech kicked in and I couldn't do it. There ensued many days of emails and hours on the phone with them.
They never seemed to understand the problem.
Finally, I got someone on the phone who told me to do this and that and said it would work. so I emailed Pop about that solution. He tried it and it didn't work. So he told me that what he did was simply cancel his son's account and set up a new one. Maybe that cancellation will take hold in a day or two -- and then I won't be able to post as powerfurball.
The two accounts are separate entities with different UID's. Somewhere on an xbox server or a live server is a little file that creates a link between them the accounts. All xbox support had to do was contact the system admin who handles the appropriate servers and have him/her delete that link. But they didn't have the slightest idea what to do about the problem.
I take the time to post this here because I want to embarrass them - and their supervisors - and their supervisor's managers - if that is at all possible. I wouldn't expect first line phone or email support to understand the nature of the fix. (One email guy couldn't even understand the message I sent him. He told me he understood my account had been hacked - which was precisely, completely, wrong.) But I would expect that someone accessible to them would have the answer in a few hours. So those are the people who should be embarrassed - indeed, should be ashamed.
From what I see in these posts - fat chance.