Microsoft Xbox Live Woes

[steveori]

Hi there,
I'm new here so forgive me if I make some blunders :P

I was hoping someone could help with my problem.
I have an Xbox live subscription which I have had for about 4/5 months and in the last 2/3 months I have not been online as I have had my final year exams/coursework due so been busy doing that.

2 weeks ago I received a call from my bank saying there were 2 unexpected requests from payments to microsoft.
I checked my junk email and sure enough there were 2 messages from microsoft regarding payment for 2 lots of microsoft points (the monetary system used by MS on xbox live to purchase games and what not)

I turned on my XBOX and found that £90 of games had been added to my download list! (but not downloaded to my harddrive)

I rang microsoft and spoke to various customer assistants (don't have names but have references) and one member of "xbox customer service" team called me a liar and said "our word is final" before hanging up on me.

I am now at a loss of what to do now! I seem to be the victim of fraud but I have no idea of how it happened as I am not really technically minded.

I would really appreciate if someone could tell me what to do next.
I have asked for a complaints address but what recourse (if any) do I have here.

Thanks for reading this, sorry it's been so lengthy!
Steve

[DJBrown]

Re: Microsoft Xbox Live Woes

I'm not very good at the bits about getting your money back however i would chnage your login password and take your card details off. Does anybody else have access to your Xbox and did you use an credit or debit card? If it was a credit card cant the company do something?

[steveori]

Re: Microsoft Xbox Live Woes

Hi,
Thanks for the quick response, I have changed my login details since that day and nobody else has access to the console (I'm an only child)

Unfortunately it was charged to my debit card and as far as I'm aware I can't do a chargeback to debit cards?

[shamen]

Re: Microsoft Xbox Live Woes

You can charge back on debit cards normally. While they dont offer the same level of protection as credit cards, debit cards do have chargebacks. Which type of card do you have?

It also may be an idea to file a police report as this will also hold sway with your bank in looking at the case.

The problem will come when microsoft claim the charges are valid. IIRC, microsoft also close xbox live accounts that have had chargebacks against them so its always best to try to work this out with microsoft first. They are known for denying everything though, esp where fraud is concerned. To be fair to them, there is a lot of occurrences of children racking up charges online on parents credit/debit cards and then denying all knowledge when they get into trouble - however that does not excuse not taking every case seriously.

Do you have an email address for the microsoft xbox live team? Let them know this is fraud and that you are contacting the police about it. it may be worth asking them for the IP addresses that the games were ordered from. If they are in a diff country/location then that would give you good grounds that a fraud has taken place.

[steveori]

Re: Microsoft Xbox Live Woes

Wow thanks, that's given me a lot of hope!

I will get the ball rolling with the suggestions you have listed and see where this gets me.
I really appreciate the help, so thank-you

[steveori]

Re: Microsoft Xbox Live Woes

Update

I have sent a letter (recorded delivery) to microsoft detailing my concerns and what I was intending to do.

They have just emailed to say that a member of staff will be ringing me today.
I will keep you posted!

[steveori]

Re: Microsoft Xbox Live Woes

Will Microsoft rang me as promised and said they were sorry, shouldn't have been called a liar etc etc.

The good news is they are re-opening the case (I guess they know I'm not some scammer now me thinks) and have given me a 72 hour turnaround time

I will let you know how I get on, but thank-you very much for all the help so far

[steveori]

Re: Microsoft Xbox Live Woes

GREAT NEWS!

Microsoft rang back and said "we have determined there was unauthorised access to your account" they refunded me my £90, gave me 200 M$ points and gave me 2 months free xbox live.

Thank-you all so much for your advice and guidance, it's really appreciated