To All those who have been hacked,

That's crazy!  This happened to us, on MLK Day no less and they resolved it in 3 days.  They told me ten so in all fairness, I waited 8 days to call (which was yesterday) and apparently they had sent an email on the 19th saying it was resolved.  But because we used a military email address so they could send the email to us, we never got it-so he just opened it up sort of like a new investigation and I got the emails this morning.  Still waiting on the refund of the $135 that was stolen from my credit card but he said they put the refund through.

Apparently they must get alot of irate people calling when this happens because Patrick the Tier 1 guy thanked me repeatedly for being so patient and calm during the phone call.  It really does seem like this is quite a problem though.  That is alarming and I hope they can get it under control.  It sucks you guys are having such a hard time getting your investigations settled but they were really on the ball with ours and I was really impressed with them.  

My roommate got his account stolen recently, so I started doing some reading about the situation. I vaguely remember there being the same kind of issues with the last iteration of FIFA, but I don't remember it being this bad.

Honestly, I'm surprised that there seems to be almost no action by Microsoft to help us combat this. Not even any kind of added security measure. Considering we pay money for this service (at least you guys do) you'd think that added security would be standard. Just a few security checks when having accounts recovered would be nice. But instead they claim that there is nothing they could do to prevent stolen accounts. This is probably true, but requiring someone to verify billing info when recovering an account would at least save users quite a bit of money (just wipe out the billing information tied to the account if they get the info wrong).

As for support's job with the investigations, I can't really attest to that. My roommate changed his password and then recovered his account, which forced the thief off his profile. Because of that he never bother calling support to open an investigation.

Patsfan - was anything taken from your friends acount or did his account just get taken over?  

It just pains me to be cordial to a fan of the Patriots....lol

This happened to me as well.  I'm now almost 6 months in to my "investigation".  I've been given the run around each time I call and I'm increasingly upset each time.  I understand it is not the customer support reps fault at this point, but considering there is NO WAY to contact the "Investigations Team" who else to we talk to?  I'd much rather give them an ear full and ask them why after nearly 6 months I can't access my account, but I'm forced to either sit idly by and hope they remember that I'm still waiting or contact Xbox Live support in hopes they have some answers.

This whole thing is beyond ridiculous and I can't believe how uncaring they seem to be.

Finally I have my account back!  After 85+ days, numerous phone calls. escalation, re-eascaltion, case managers, wellness managers, child protective services, FBI, CIA, NSA, and a letter from Obama I finally got my account back. On Monday I received a call from Microsoft corporate in response to.....ready, my BB complaint I filed back in the begining of January.  I was informed by the person calling that my case had certainly taken longer than it should and that she had direct access to the investigation team and would have it resolved in maybe a day or two.  One hour later she calls back to tell me it is all set and inform me how I can reactivate my account.  Now if I could have only gotten ahold of someone like that to begin with!

Well I'm filing a BB then, because I was charged 80 bucks to FIFA back on October 11th and I havn't recieved one bit of information since then. Today I call again for the 4th time and the rep tell's me that my file had RESOLVED on it. I just wanted to laugh in her face to but I controled myself. At this point I'm going to go out of my way to never support microsoft monetarily ever again.